Words Have Power

Posted on by Scott

board-1106649_640Yesterday was my birthday. Like most people do, I received a number of well-wishes in the form of cards, social media greetings, and even gifts. And like most people do, I’ll forget who said what after a few days have passed.

Except for one.

This year, I received a card that stood out from the rest. It isn’t funny, like the ones I received from friends. It isn’t sentimental, like the ones I received from family. It wasn’t hastily written, like the ones I received from those on the fringes of my circle. No, this one is different.

The requisite “Happy Birthday” is part of the message, but the rest was an affirmation such as I have never received before. This simple card contains words that lift me up, give me hope for the future, and inspire me to be a better man.

We use words so casually these days. We use them to hurt, to insult, or to deride those who are different from us. We use them to convince, cajole, or embarrass others into acting the way we want them to. We often use too many words, and we often use too few. Rarely though, do we use the right ones.

I believe that words matter. When we speak, we expect to be heard and remembered. It’s imperative that we choose our words carefully then, as if the words we speak or write are being engraved in stone as a memorial to our legacy. Our words should be something we gladly stand behind, not something we quickly apologize for and hope to forget.

This card I received yesterday convicts me to think about the words I use. And while the others I’ve received will likely be thrown away, I think I’ll hang onto this one as a reminder to choose my words more carefully in the days ahead.

Here’s hoping you receive some encouraging words this holiday season.

Merry Christmas!

Last Minute

Posted on by Scott

stress-3390404_640It’s a week before Christmas and there is so much to do. There are gifts to buy, parties to attend, and preparations for holiday guests that must be seen to. On top of that, I still have my regular household chores and work responsibilities to complete. It seems there just isn’t enough time to get it all done.

And yet, I will get it all done. Despite the volume of work before me, and the brief window in which I have to act, I will persevere – just as I have done in the past. And admit it, you too have experienced this phenomenon.

How is it that we manage to get so much accomplished when time is short? When the vacation starts tomorrow…when company arrives in an hour…when the deadline is imminent – we somehow come up big. But how?

Coach Pam Solberg-Tapper says it’s because we take advantage of a system that structures our success:

  1. We plan. We make a list of the things we need or want to accomplish. Either mentally or on paper, we define the problem in terms of specific actions steps.
  2. We defer. In other words, we evaluate the tasks before us and assign priorities. We then use this hierarchy to eliminate or postpone those activities that don’t move us closer to the goal.
  3. We delegate. We find ways to get assistance we need to accomplish what’s left on the list.
  4. We focus. With a firm grasp on the tasks that must be completed – tasks that only we can perform – we eliminate distractions and get to work.

As a result of this system, which each of us instinctively employ, we magically become super-productive. We knock out more work than we would given twice the time. Which leads me to another question…

Why don’t I do this all year long?

Crushing It

Posted on by Scott

person-1245959_640Over the past few days, I’ve had several conversations with friends working on their New Year’s resolutions. There’s something about the idea of a fresh start that makes people want to set goals for improvement. However, we know that hastily made resolutions just don’t last. Within weeks, if not days, the majority of resolutions will have been broken, abandoned, or forgotten.

I stopped making resolutions several years ago. I found that I was falling into the same trap that causes most of these effort to fail – the goals being set are either too lofty or poorly defined. I was tired of disappointing myself. Falling short, sometimes just days into January, wasn’t doing my self-esteem any good. So I adopted a different approach.

Now each year, I give myself one or two personal challenges. By framing my intentions as a challenge, I recognize the fact that reaching my goal isn’t going to be easy and a perfect record of success may not be achievable. Because I’m working on a challenge rather than a resolution, I give myself permission to occasionally mess up. I just can’t let myself give up. Falling short is understandable. Abandoning the effort isn’t.

To help make sure I set realistic challenges for myself, I don’t approach the task lightly. There are five steps I follow to give myself the best chance of success with my annual challenges.

  1. I get specific. Resolutions often fail because they are simply too vague. Eat better. Exercise more. Be a better husband/wife. These types of goals don’t provide any measure of success. To succeed at the game, you have to know what specifically is required. So I try to get as specific as possible when setting my personal challenges.
  2. I target behaviors. The best way to get specific is to define the behaviors you want to engage in. Instead of “eating better,” try “eat a piece of fruit instead of a candy bar for my afternoon snack.” Nothing changes until our actions do, so by defining the actions we want to change, we set ourselves up for success.
  3. I start small. I believe that small victories lead to huge wins. I know that targeting a huge shift in behavior such as “join a gym and work out for an hour every day” is likely to fail. But starting small, “walk around the block three times a week,” has a higher chance of success. Furthermore, small victories provide a morale boost that alters the way you see yourself and propels you into other small changes in behavior.
  4. I go public. Nothing motivates like accountability, so sharing your goals is important. When others know what you are trying to accomplish, they will support you. They may even try to help you. They will almost certainly ask you about your progress from time to time. I’ve told a few trusted insiders what I plan to be working on. Knowing that people I respect are watching compels me to act when my inner drive falters.
  5. I track my progress. I’ve created a tracking sheet to record my progress against each of my personal goals for 2020. I get motivated when I see a track record of success starting to form. I don’t like to break the streak once I get going. This year, I’ve added space to record my thoughts as I progress through the year. I think it will be neat to look back at my journey next December and see how I’ve grown throughout the year.

I still have goals to accomplish by the end of this year. With a little over two weeks left, I’m working hard to ensure I end 2019 on a high note. But I’m also taking a little time to create my plan for the next 12 months. I want to show 2020 who’s the boss right out of the gate!

Don’t Stop Now

Posted on by Scott

ad-1238450_640It happens every year at about this time. With Thanksgiving over, and the weather turning colder, people start looking toward Christmas and the start of a new year. The goals that were set for the current year are set aside as if time has run out. They assume nothing of significance can be accomplished in the time that’s left, so they take their foot off of the gas and decide to just coast through December.

Author Jason Selk calls this the “Holiday Slack-Off.” We choose to downshift because we figure everyone else has checked out for the year. Customers aren’t buying right now. Coworkers are focused on tidying up loose ends. Management is busy planning for the next 12 month cycle. Even the most productive have a tendency to sit back and ease their way into the holidays.

But there’s still an entire month of 2019 left. There are still four full weeks we can put to use. Why let this valuable time go to waste when we can close out the year on a high note? Selk offers this three step process for resisting the Holiday Slack-Off.

  1. Pick one goal to focus on over the next month. Don’t try to address everything that’s been left unfinished. Rather, pour your energy into a single project; a single goal and attack it with everything you’ve got.
  2. Create a daily plan to maximize the time that’s left. Selk recommends asking yourself “What is one thing I can do each day to have a positive effect on the most important influencer of my success?” Figure out the small action steps you need to take and map out a plan to tackle them over the next four weeks.
  3. Put these actions into your calendar. Create dedicated time to focus your mind and energy on these identified steps. Don’t assume it will happen just because you want it to. Block out the time to eliminate distractions and excuses.

We often hear sports figures – athletes, coaches, and analysts – talk about playing through the end of the game. As fans, we bemoan teams who seemingly give up as the clock runs down. We know that so many games are won in the final minutes, so we expect our heroes to fight until the end.

Why should we be any different?

The Benefits of Gratitude

Posted on by Scott

thank-you-515514_640Last year, I shared the results of a Gratitude Survey I posted on my company’s intranet. It was encouraging to read the various expressions of gratitude submitted by employees across the organization, and each of them reminded me of things I am thankful for. Thanksgiving is, after all, meant to be a time of reflection.

We work so hard throughout the year to get “more.” More customers, accounts, revenue, profit, recognition… The list could go on forever.

It’s easy to forget how much we already have. I think it’s important to stop once in a while and take stock of the great things, and great people, surrounding us right now. What’s the point of working so hard if we never pause to enjoy what we’ve received?

In that same article, I shared seven physical and psychological benefits that stem from cultivating a sense of gratitude. What I didn’t address then was the impact that expressing gratitude has on other people. We benefit from the feeling of gratitude, but we benefit others when we take the time to express our thankfulness for them and for what they mean to us.

When someone says “Thank You” to me, three things always happen:

I experience a boost in energy. It’s always a rush when someone expresses genuine appreciation for something specific I have done for them. It’s like a shot of adrenaline. It makes me feel good about myself and the work I do.

My level of productivity rises. Because of my heightened awareness of the positive impact I have on others, I’m driven to do more. I like feeling useful and valued, so I seek to produce more of this meaningful work in order to replicate that feeling.

I pour more into my next project. Not only does my output increase, but the quality of work I produce improves. Someone is actually paying attention to my efforts, so I want to ensure my game is on point. I want my next contribution to really stand out. 

This year, I’m once again hosting the Gratitude Survey, and I invite you to initiate one of your own. Beyond that though, I hope you’ll take some time this week to act on your gratitude. Shoot an email or make a phone call to let someone know how grateful you are for them. Be specific, and be sincere. You’ll both be better off for it.

What Your Brand Can Learn From Star Wars

Posted on by Scott

milky-way-451599_640Last week, Disney launched its long-awaited streaming service, Disney +. In addition to classic Disney movies and television shows, subscribers can access top blockbusters from the Marvel universe, documentaries, nature programs from National Geographic, and new content created specifically for the new platform. As a Star Wars fan, I was particularly anxious to see how Disney handled The Mandalorian, a series that has been the focus of advertising for Disney +.

Star Wars fans can be hard to please, and I admit to having issues with some of the direction those in charge have taken since the original film first appeared in 1977. I was nine years old when the movie came out, and it immediately captured a part of my soul. It was different and changed the way movies were made, including those outside of the sci-fi genre. The influences of Star Wars in numerous aspects of film making can still be felt to this day.

With millions of devotees around the globe, Star Wars set the standard for creating a business that resonates with people. Why else do fans attend conventions, create original artwork, and write their own stories based on the concept? Star Wars is more than a series of movies, television shows, and merchandise. Star Wars is a brand that has surpassed the original goal of making a little bit of money for 20th Century Fox. Other brands looking to develop the kind of cult following that Star Wars has would do well to learn from the successes and mistakes made over the past 42 years.

  • Listen to your audience. The last thing a brand wants to do is alienate the faithful. Pay attention to what they ask for. Watch how they interact with your product. Take note when they complain. When you listen to the customer, you make decisions that make them happy and bring you more business. Rogue One was a success because it filled a need Star Wars fans had expressed. Solo bombed because it answered a question no one cared about.
  • Continue to break new ground. You can’t rely on the same old product and services to continue generating interest. You have to innovate. Star Wars is at its best when it introduces new characters and new worlds that connect seamlessly with what came before. When something doesn’t seem to fit, or breaks from patterns that the customer has come to depend on, the brand hits a speed bump. Animated series like The Clone Wars and Star Wars Rebels succeeded because they filled in gaps that begged for new stories. The 1978 Star Wars Christmas Special failed because it held no connection to the world that had been created.
  • Don’t mess with what’s working. Customers rebel against unneeded change. When George Lucas began tinkering with the original Star Wars movie, replacing original scenes with new computer-generated characters, and even altering the story in some cases, fans voiced their discontent. If the product works, and customers are happy, it’s probably best to leave things alone. Focus on furthering the relationship, rather than tinkering with issues that don’t exist.

It takes a lot of effort to create customers for life and there will naturally be missteps along the way. The secret to success is learning as you grow. So last Tuesday night, as I settled in to watch the premiere episode of The Mandalorian, my mind mulled over these thoughts. Would this show help build the brand? Or, like The Last Jedi, leave me sorely disappointed with the direction of my beloved franchise?

Thankfully, the creators of this new entry seem to have paid attention. We’re two episodes in and so far, the show is fantastic. It has new characters and an original story, but remains grounded in the core elements that keep this fan coming back for more.

Drive On

Posted on by Scott

rocket-launch-67643_640Almost two years ago, a Tesla convertible was launched into space by Elon Musk and Space X. At the time, I remarked that the experiment/stunt served as an object lesson in how to approach goal achievement. The logistics of getting a car into space represented new ways of thinking and a commitment to pushing the boundaries of what is possible.

Despite the uniqueness of this event, the story soon faded from the headlines. People forgot about the Heavy Falcon rocket and the empty spacesuit listening to David Bowie. Life resumed its normal course and we all went about our daily lives without giving another thought to the launch.

But Rocketman is still up there. That convertible is still moving; having traveled far enough to drive all of the world’s roads almost 40 times. Currently, the car is just under 202,627,000 miles from Earth, and is raveling at a speed of 13,150 miles an hour. While the rest of us returned to business as usual, Starman has stayed true to his intended course and shows no sign of stopping.

Think about the plans you had last February. What if you had stayed true to achieving those goals? What if life hadn’t intervened, pulling you back down to Earth with all of its worries and distractions? Just how far could you have gone?

I think Rocketman and his Tesla convertible still have something to teach us. I believe that the circumstances that have allowed him to stay on course could also help us stay on track to reach our goals.

  • A simple mission increases the chances of success. Starman isn’t collecting any data. He isn’t broadcasting any message or mapping the solar system. None of that was art of the plan. Sticking to a simple mission (launching the payload into a sustained orbit around the sun) helped reduce the variables that had to be managed in order for the mission to succeed. Although simple, the launch in and of itself was risky. The rocket was untested and odds of a successful orbit were placed at 50-50. Without the burden of additional goals, the team could focus on the core mission.
  • Getting off the ground is the hardest part. The Falcon heavy rocket that propelled the Tesla roadster into space was the most powerful operational rocket in the world. Over 57 metric tons of lift were used to escape Earth’s atmosphere and start the journey toward Mars. But once the pull of gravity was overcome, there has been no need for additional power. There’s no resistance in open space and the car speeds along unencumbered. It took a lot of effort to get started, but once the ship was off the ground, moving forward became automatic.
  • A goal achieved leads to new goals. The successful launch of Starman and his Tesla wasn’t the end of the road. Data from the launch has led to new innovations in rocket technology, including the further advancement of reusable fuel cells. Starman’s tenure in orbit led Space X to announce new goals for heavier, more important cargo placements into space. And I have no doubt that as Rocketman continues his journey, we’ll benefit from new lessons learned in the years to come.

If you’d like to track Rocketman’s trajectory around the sun, visit whereisroadster.com.

A Matter of Respect

Posted on by Scott

uluruIn central Australia, there’s a huge sandstone formation called Uluru. It rises 1,142 feet above the surrounding flatlands of the outback. Discovered in 1873 by surveyor William Gosse, it was given the English name Ayer’s Rock; in honor of Sir Henry Ayers, the Chief Secretary of Australia at the time. At almost six miles in circumference, Uluru is striking landmark; seemingly changing colors depending on the day and time of day you view it. Since the 1950’s, Uluru has been sought out by tourists wanting to see it for themselves.

Many also want to climb it. It’s a steep climb and a chain handrail was added in 1964 to aid those making the trek to the top. About a third of visitors to Uluru have decided to climb, despite opposition from the locals. Uluru has great cultural and spiritual significance to the indigenous people, the Pitjantjatjara Anangu. Archeologists have found evidence of human habitation at Uluru dating back more than 10,000 years. The route of the tourist climb crosses a sacred dreamtime track, a route used by the Aborigines to commune with their ancestors.

As you can imagine, opinions differ on the morality of climbing Uluru. Some choose to honor the feelings of the Anangu. They are sensitive to how their actions impact others and seek out ways to enjoy the area without disrespecting those with strong ties to the land. Others see only their own interests. They view access to Uluru as a right and can’t understand why the simple act of climbing a rock would upset anyone.

Empathy is the ability to feel someone else’s emotions, and taking action to help. Those who can empathize with Anangu for example, can understand the pain of watching others treat a sacred place of worship as a tourist attraction. They can see how their own actions could easily add to the pain being felt, and so they alter their behavior in order to ease that pain.

Empathy is one component of emotional intelligence, and plays a key role in interpersonal relationships. At home, at work, and in the community – empathy is what connects us to other people and makes it possible for us to interact in mutually beneficial ways. A lack of empathy is often the cause of dysfunctional relationships and has been shown to be a factor in many studies of productivity and workplace satisfaction.

Experts offer the following tips to help develop your empathy muscle:

  • Put yourself in the other person’s shoes.
  • Show care and concern.
  • Acknowledge the other person’s feelings.
  • Ask questions to help you understand.
  • Mirror aspects of their behavior to build rapport.
  • Don’t run ahead of the conversation.
  • Don’t judge.
  • Show emotional support (trust and affirmation).

This past Friday, the last climbers descended from Uluru just after sunset. As part of an agreement with tribal elders, and bolstered by growing public support, this particular tourist attraction is now permanently closed. You can still hike around the base of Uluru, and there are plans for additional attractions that will help showcase the rock and its historical impact; but climbing is illegal and subject to hefty fines.

The reclusive indigenous people of central Australia are excited about the future; for all who visit Uluru. They feel a connection to the land that runs deep. It’s a connection they feel can and should be shared – with those willing to listen.

The Continuous Thread

Posted on by Scott

ChengI recently came across an article about Alfred Cheng. He’s an artist from Hong Kong who uses thread to create realistic portraits of celebrities. What’s amazing about Cheng’s art is that he uses a single thread to craft each of his masterpieces; and that thread is 5,000 meters long. That’s 15,000 feet of thread!

Cheng starts with a digital version of the photograph he wants to recreate. He converts it to grayscale, adjusts the contrast to create the right mix of highlights and shadows. Then he uses an algorithm to map out the precise method of wrapping his thread around over 300 nails he’s hammered into a circular frame.

As Cheng spends weeks wrapping the black thread around the nails in an intricate pattern, layers of dark begin to outline the portrait and fill in shadows to create the stunningly realistic images. His work requires incredible focus as a single mistake can ruin the work. He could get out of sequence, warping the image, or break the thread; wasting all of the work that came before that point.

I watched a video of Cheng working, and it occurred to me that we are all in the business of creating art.

  • Cheng works to create a portrait while we work toward creating profitable customer relationships.
  • Cheng analyses each piece to determine the correct spacing of nails and wrapping pattern. We approach each customer as an individual with their own specific needs.
  • Cheng depends on layers of thread to create a masterpiece. We layer positive experiences to build trust and loyalty.
  • Cheng uses nails to anchor his thread, linking one to another to reveal an image. We use various touchpoints (face-to-face, telephone, email, online) to weave an intricate web of service.
  • A single mistake by Cheng can ruin weeks of painstaking work. A single misstep on our part can damage or destroy a relationship.

We do have one advantage over Cheng though. While he labors alone, we have an incredible team working alongside us every day. I’ve never thought of myself as an artist, but I am proud to be associated with so many of you who dedicate yourselves to the art of improving the lives of your customers and coworkers.  Together, we create some amazing works of art.

Just Keep Running

Posted on by Scott

jogging-2343558_640On September 21st, nine year old Kade Lovell was entered into the St. Frances Franny Flyer 5k race in Sartell, Minnesota. Kade loves to run and had competed in other races, including cross country since the age of six. This particular 5k was part of his training for the upcoming Junior Olympics in Wisconsin.

Things didn’t go as planned for Kade, however. He started the race well, and had the lead as he approached the turnaround point. He saw the sign, but a spectator urged him to keep going. He did and inadvertently the 10k race which shared the same route. He later admitted “I was a little confused.”

Kade’s mother Heather was waiting on the sidelines near the finish line. When Kade failed to appear at his anticipated time, she wasn’t worried. Everyone has an off day and perhaps he just wasn’t running his best this time. But as the minutes ticked by, she grew frantic. When driving the race route failed to turn up any signs of Kade, she enlisted help to search for her son.

Sometimes, the small tasks turn into big ones. What we thought was a short, relatively easy run turns out to be much longer than anticipated. Maybe we took a wrong turn. Maybe we got some bad advice along the way. Maybe we just weren’t paying attention and forgot to stop running. And then suddenly we find ourselves in unfamiliar territory.

I don’t know about you, but my first instinct is usually to stop. I get a little confused because things are a little harder than I thought they would be. The road seems longer than I anticipated. I’m all alone and thinking “what went wrong?” Everything in my brain is screaming “This isn’t right. Bail out now before you go too far.”

But what if we didn’t stop at the first sign of adversity? What if we simply accepted the larger challenge that’s been presented to us and just kept going? Would we surprise ourselves? Could we accomplish something even bigger than what we’d set our sights on initially?

Kade’s uncle, a participant in the 10k event, heard from a spectator that a young boy was running the same race, and doing “really well.” It was Kade, running like the wind – spurred on by a combination of panic and fear that his mother would be angry with him for the mistake. As it turns out, Kade ran so well he won the 10k race. He finished with a time of 48 minutes, more than a minute faster than the closest competition.