Home Archives for Danny
April 6, 2008 Leave a Comment

Put it in Writing

“Love. Fall in love and stay in love. Write only what you love, and love what you write. The key word is love. You have to get up in the morning and write something you love, something to live for.”

– Ray Bradbury

I am frequently asked, “Why do you blog? Isn’t that a lot of work. Who reads your blog?”

Seth Godin posed another question on his blog last year, “If no one reads your post, does it exist?”

Good questions. Here is how I respond:

  1. Why do you blog? For several reasons, but the primary one is that it helps me to reach clarity. Thinking about a topic is interesting. Writing out my thoughts is commitment. The writing process demands that I edit my thoughts. I am not just writing to amuse myself. I am writing to learn more about the topic – and also about myself in the process.  And I write to share my thoughts and insights with my readers.
  2. Isn’t that a lot of work? Yes.
  3. Who reads your blog? I can’t tell you by name. Some people write to tell me that they enjoy my blog. Others do so when we meet. Looking at my reports, I can at least see which articles are read the most and which search words people used to find my blog. And, obviously you – if you are reading this now. I’d like to know why you read this blog and what you like or don’t like.
  4. If no one reads your post, does it exist? Yes, of course. And it is never lost thanks to the indexing power of Google, etc. That is one of the benefits of blogging – accessible information. Found, when you need to or want to find it.
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Filed Under: Business Communications, Communications Tagged: , ,
April 5, 2008 Leave a Comment

Too Comfortable to Disagree

“We find comfort among those who agree with us – growth among those who don’t.”

– Frank A. Clark

Acutally, I think that we grow as a result of both agreement and disagreement.

Recently, I was training a group to develop their coaching and mentoring skills. At the end of the day, we asked each participant to share their “take-aways” with the group. Quite a few expressed relief that the techniques they learned during the session reinforced what they were already doing. They needed the comfort of confirmation. Their self-confidence grew. They will continue to gain skills and grow – to the extent that they resist staying comfortable.

“It’s what you learn after you know it all that counts.” – John Wooden

It is natural to seek agreement. It is unnatural – for most of us – to seek out a different point of view. The opposing argument. The other side of the coin. We fear the unknown. We resist change.

The problem comes when we seem to reach agreement too quickly. Have we looked at all of the possibilities? When we are too eager to see things turn out right, have we overlooked what could go wrong?

“When there are two people in a business who always agree, one of them is unnecessary.” – William Wrigley, Jr.

I enjoy participating in trade association meetings. I get to satisfy my need to be around people who share a common goal. My core beliefs. But I also enjoy the opportunity to grow as a result of “managed conflict.” Seminars and conversations that challenge my point of view. My perceptions. My comfort level. That is how I learn. It’s how I evolve.

“Difference of opinion leads to enquiry, and enquiry to the truth.” – Thomas Jefferson

In my experience, the companies that fail to evolve – to manage the growth of their business – are those that do not seek out opposing points of view. They don’t challenge themselves. But they like to complain.  They are not interested in exploring other approaches to their business They yearn for a return to the way things used to be. The good old days. And they are usually absent from association meetings.

“Conversation means being able to disagree and still continue the discussion.” – Dwight MacDonald

It’s great to seek out comfort. Enjoy it. But don’t cocoon. If you are interested in growth – personal or professional – seek out opportunities for disagreement. Join a sharing group, seek out networking opportunities, participate in your industry association meetings. Find a comfortable place to disagree.

“The reward for always listening when you’d rather be talking is wisdom.” – Anonymous 

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Filed Under: Associations, Business Communications, Career, Communications Tagged: , , , ,
April 4, 2008 Leave a Comment

Sharing Ideas

“If you have an apple and I have an apple and we exchange these apples then you and I will still each have one apple. But if you have an idea and I have an idea and we exchange these ideas, then each of us will have two ideas.”

– George Bernard Shaw

I’ll be speaking at a few trade shows and educational association meetings in the next few weeks. As I prepare my presentations and remarks, I have been thinking about the value of associations, sharing groups and networking.

The real value – for me – in attending a trade show is not to look for potential customers (if I am a manufacturer or a service provider.) And it is not to look to deals or to pick up a new line of goods (if I am a retailer.) No, no no.

That is exchanging one apple for another apple (as in my opening quote from G.B. Shaw) Goods and services change hands every day. I sell you something in exchange for your payment. That is a transaction. Neither of us was enriched.

Yes, the manufacturer received money in exchange for his goods; so his or her banking balance was temporarily increased. But soon enough, they will be depleting the account to pay for materials to manufacture additional goods to be sold.

Ah – but the exchange of ideas. That is a different story. A story that I am preparing to tell during my speeches and presentations.

If I pick up – and implement – just one idea from the trade show, I have found a wonderful opportunity to enhance my business. To grow my business. To maximize my opportunities. I am enriched.

Sometimes, I get an idea from a business partner; sometimes from a speech or a presentation. But I find that the best ideas usually come from a peer. Something that has worked for them. Something that I can adapt to fit my situation.

And, of course, I feel obligated to return the favor. To share an idea that has worked for me. This is the Law of Reciprocity. Now we are both enriched. I still have my original idea and have picked up at least one more.

The market place is expanded. This is the Law of Abundance. (from Brian Tracy’s Blog.)

Look for ideas – they are every where.

I also have found that the more ideas that I share with others, the more ideas I get back in return!

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Filed Under: Associations, Business Communications, Training Tagged: , ,
April 3, 2008 Leave a Comment

Life is a Song

Do you remember the first time your heard “your song?” Sure you do! You remember where you were, who you were with, what you were wearing, what car you were driving.

You remember because … that song speaks to you. In a very special way. Actually, it might speak for you. All of the words and sentiments that you wanted to say. If only you could form the words yourself. To someone. About something. About yourself.

Thank God for giving us gifted songwriters. Thank you for allowing your voice to blend into our voice.. Thank you for giving us “our songs.” The music of our life,

The NY Times just published a terrific article on the art and craft of writing a song:

“The Three H’s: How to Write a Song and Other Mysteries,” by Darrell Brown (Click here to read the piece.)

The Three H’s – Honesty, Humanity and Hooks are the foundation for effective communication. Be it a speech, a story or a plea for support.

You can’t fake honesty. When you speak, you must speak from your heart.

Tell your story. No one else can tell it the way that you do. You help us to see ourselves in your story when you tell directly – honestly – when you speak from your heart. You can’t get into our head until you touch our heart.

Be memorable. Hook us in. Help us to understand. Help us to remember. What is your point? What do you want us to do? What is your hook?

I look forward to reading future articles in this series – The Blog is titled “Measure for Measure.”

A great way to start my day! With a song. Imagine a world without one. The day would never end. What is “your” song?

Tell us. And tell why.

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Filed Under: Business Communications, Communications Tagged: , , ,
April 2, 2008 Leave a Comment

Great Expectations – Great teachers make the difference

“If you treat people as they are, they’ll be what they are.  If you treat them as they could be, they’ll become what you want them to be.”

– David Maurer

I was inspired to write this morning by Carmine Gallo’s Column in Business Week Magazine: “A Teacher’s Lessons for Business Leaders”. This is a story about an exceptional teacher, Ron Clark and how he made a difference in the lives of the students in his Harlem, NY fifth-grade class.

“Ron Clark taught elementary school in North Carolina. After watching a program about a New York City school that had a hard time attracting qualified teachers, he decided to head to New York with the goal of teaching in one of its toughest schools. Clark eventually landed a job doing just that—in Harlem. He asked if he could teach a class of fifth-graders who had been performing at a second-grade level. The school’s administrators wanted to give him the gifted class, but Clark insisted on the underperforming students. In one school year, Clark’s fifth-grade class outperformed the gifted class. Clark became Disney’s teacher of the year, a best-selling author, an Oprah guest, and the subject of a made-for-TV movie, The Ron Clark Story, starring Matthew Perry.”

I didn’t know about Ron Clark before today. But I have had several Ron Clark’s in my life. A teacher or mentor who had a strong belief in my abilities. Someone who knew that I was capable of doing more than what I was producing. Someone who opened a door – that I didn’t even knew existed – and pushed me across the threshold.

The teachers and mentors who most influenced my life and career never told me “what” to do. They inspired me to learn more, to do more, to become more curious because they showed me “why” it mattered.

And so it is with Ron Clark and his students. (A further quotation for the Business Week article:)

“Explain why before how. “It’s not enough to set a goal,” Clark told me. “You need to tell your students why it’s important to reach that goal. For my students, it meant a better future. I told them why they needed to know a certain subject, how it would be an advantage to them in their lives.”

When it comes to inspiring your employees, the “why” is also often more important than the “how.” Why should they exceed quarterly sales goals? Why should they improve customer service scores? Show your team how accomplishing these goals will improve their lives as well as the lives of those around them.”

Ron Clark was named the Disney Teacher of the Year 2001.  One of my favorite quotes comes from Walt Disney:

“If you can dream it, you can do it. Always remember that this whole thing was started by a mouse.”

I needed help to achieve my dreams. I was fortunate to have loving parents, teachers and mentors to help me along the way. Now it is my turn to do the same.

On my website, I pay tribute to my parents and mentors. Here is a link to the videos.

“Some people come into our lives and quickly go. Others stay awhile, make footprints on our hearts and we are never, ever the same.” 

– Anonymous

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Filed Under: Business Communications, Career, Leadership, Mentors Tagged: , , , , , ,
April 1, 2008 Leave a Comment

Business Blogging 101

I found an interesting article on the Business Week website: “Social Media Will Change Your Business.” (click here to read the complete article)

This is why I found it interesting:

  1. The article was originally printed (yes, old media) in the May, 2005 version of Business Week Magazine.
  2. It was also published on-line. The editors say that they continue to see this article downloaded by thousands of visitors.
  3. The article is now fully “annotated” with updates, corrections and extensions to the original article.
  4. For me, this reveals the true promise of electronic publishing. No longer can we say, “It is set in type.” Dead media comes alive!

For anyone interested in a quick, informative introduction to the world of “Social Media” – and how it may impact your business, your products and your customers – this is your starting point.

If you enjoy the article, share it with your friends. And… tell our readers what you think. Add your comments below.

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Filed Under: Business Communications, Communications, Main Page, Marketing Tagged: , , , , , ,
April 1, 2008 Leave a Comment

People, Products and Price

“People are definitely a company’s greatest asset. It doesn’t make any difference whether the product is cars or cosmetics. A company is only as good as the people it keeps.”

– Mary Kay Ash 

You can compete on price – and most often you will lose (both customers and profits.)

You can compete on products – and sooner rather than later, a competitor will match your selection or copy your technology.

Or …

You can compete by hiring the best people and investing in their development.

The latter is harder to do. But done correctly, it gives your business the best competitive edge. If it is hard for you to develop an outstanding staff, think how difficult it is for your competitor to do. Your people do make the difference – but the leadership of the company has to be invested in hiring and developing the best people possible.

One company that owes its success directly to its investment in its people is Enterprise Rent-A-Car. I was reminded of this twice recently:

  1. When I rented a car on my last trip – I enjoy having their employee walk me out to the car for a final inspection before handing me the keys.
  2. Reading a post on the Brand Autopsy Blog.

Here are the 8 criteria that Enterprise uses in their hiring practice:

ENTERPRISE RENT-A-CAR
Critical Customer Service Skills

1. A passion for taking care of customers.
2. A willingness to be flexible.
3. A work ethic based on dedication to the company and its mission.
4. An eagerness to learn a new business and work their way up.
5. Self-motivation and goal-orientation.
6. Persuasive sales skills.
7. Excellent communication skills.
8. Leadership ability.

Source | EXCEEDING CUSTOMER EXPECTATIONS (Kirk Kazanjian)

It is not enough to just spot this potential when you are hiring staff. Each of these 8 qualities must be developed – and that require leadership. And… it requires a company culture that expects, rewards and embodies each of the 8 qualities.

How does your business stack up?

How do you compete? On price? With your product? Or with your people?

Share your story or your experience with our readers. Add your comments below.

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Filed Under: Business Communications, Business Practices, Customer Service, Leadership, Managing Tagged: , , ,
March 31, 2008 Leave a Comment

What Do Retail Sales People Do?

Consistently, the post on my blog that has been read the most is “Short-Circuit” City Admits Defeat.

I criticized Circuit City for their decision to lay off their most highly compensated sales staff. I was assuming that they paid their staff a combination of salary and commission. So my conclusion was that they were laying off the sales people who earned the most commissions. Rather short-sighted in my opinion.

Last week I was speed-reading through a stack of old magazines and I saw an article praising Circuit City’s new “24/24 Pickup Guarantee.” You order the product on-line and Circuit City promises that you will be able to pick up your order at the local store within 24 minutes. If they do not fulfill their promise, the customer will receive a $24.00 Circuit City Gift Card.

OK. Fine. “Bricks and Clicks” in action. Order it on-line and pick it up in the store. Order it on-line and return it at the store, No hassle. No big deal. No need for salespeople.

I was passing by a Circuit City store over the weekend and so I stopped in for a visit. I wanted to see if the “vibe” in the store had changed. Not much. The store was better merchandised. But one thing remained the same:

All of the sales people were milling around. Either walking aimlessly or chatting with their associates. Not once, in the twenty minutes that I spent in the store, did one sales person approach me. I tried picking up some product (pretending that I was interested in purchasing it.) I tried my best to act like a customer in need of assistance. No luck.

No sale!

I left with this question: “What actually is a front-line” sales person employed to do in a retail store?”

  • Stock the shelves and re-merchandise the product?
  • Greet the customer and answer their questions?
  • Pretend that you are helping a customer on the telephone?
  • Actually, help customers to make a purchase?

For the most part, I never expect any help from the “front-line” staff at a retail chain store. Not just Circuit City. This also applies to Best Buy and Barnes & Noble, etc. When I go to Costco I know what to expect. It is a warehouse / members-only store. It is set up for self-service and this is reflected in the lower prices that they offer.

Why do we need sales people? If a store does employ sales people, what do they tell them to do? What is their goal? How do they train them?

Personally, if I ran a consumer electronics store, I would imitate The Apple Store concept of “The Genius Bar.” – The place to go for advice, insight and technical support. Brilliant! Simple! Valuable!

I think that you could have a variation of this in a book store as well. Have a few knowledgeable and personable staff members share the advice and insight about a variety of books with the customers. Go beyond having a selection of “Our Staff Recommends” books. Actually interact with your customers. Make it memorable. Make it an experience! Make sales!

When I do have a positive experience with retail sales people I make a point of writing about it. Here is a short list of positive posts. See if you can find the common element!

What experiences have you had? Please share your stories. Write your comments below.

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Filed Under: Business Communications, Customer Service, Sales Tagged: , , , , , , , ,
March 30, 2008 Leave a Comment

The Magic of Hyper-Links

For some reason I missed this story when it was originally published in The Wall Street Journal:

“Borders Tries About-Face on Shelves” – by Jeffrey A. Trachtenberg

I am always on the look-out for stories on In-store merchandising, book publishing and bookstores. But I missed this one.

However, I stumbled across it via a series of hyper-links:

  1. A post on Seth Godin’s Blog – “Do you have” vs. “Do you want” which referenced…
  2. A post on the Brand Autopsy Blog – “Borders Reducing Its Borders” which was commentary on the original WSJ story about Borders Bookstores’ decision to:
    1. Place more of their books “face-out” on their shelves vs. the traditional “spine-out” style (common in libraries)
    2. This means cutting back on the number of individual titles stocked in each store by @ 10% (9,350 titles)
    3. Because when this new merchandising strategy was tested in a prototype Borders Bookstores, sales of the individual titles placed “face-out” increased by 9%

For anyone who has a life outside of book publishing, book selling and libraries this may seem like a “no-brain-er.”

“Some think the move is overdue. Unlike modern supermarkets, booksellers haven’t done enough to make books look attractive on the shelves, says John Deighton, editor of the Journal of Consumer Research.

“Breakfast cereals are not stocked end-of-box out,” he says. “You want to your product to be as enticing as possible. It’s a little bizarre that it’s taken booksellers this long to realize that the point of self-service is to make the product as tempting as possible.”

“To be as enticing as possible…” As in to pick up the book, look inside and decide to purchase it! Continue reading “The Magic of Hyper-Links” »

Filed Under: Business Communications, Business Practices, Customer Service, Merchandising, Sales Tagged: , , , , , , ,
March 29, 2008 Leave a Comment

It’s So Simple – That’s Why It Takes Hard Work

“My aim is to put down on paper what I see and what I feel in the best and simplest way.”

– Ernest Hemingway

Great advice! Difficult to achieve. But I am working on it.

I am making a concerted effort to write in a more compact style. One that is better suited for blogs and for reading on-line. It requires a lot of work – just as anything worth achieving does.

As part of my study, I have been researching a variety of blogs.  One of the best is “Seth Godin’s Blog.” Simple, direct, compelling.

Click here to read his post on the difference between “urgency” and “importance.”

I mean no disrespect to Stephen Covey – he devoted 50 pages to explaining and illustrating this concept – but Seth captured the essence in just these few words:

“Add up enough urgencies and you don’t get a fire, you get a career. A career putting out fires never leads to the goal you had in mind all along.

I guess the trick is to make the long term items even more urgent than today’s emergencies. Break them into steps and give them deadlines. Measure your people on what they did today in support of where you need to be next month.

If you work in an urgent-only culture, the only solution is to make the right things urgent.”

Brilliant!

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Filed Under: Business Communications, Communications, Main Page Tagged: , , , , ,
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