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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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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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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The Benefits of Brevity

“I didn’t have time to write you a short letter, so I wrote you a long one.”

– Mark Twain

Actually, this is going to be a short post. I am going to share six of my favorite quotations on the topic of “brevity” with you. I will make the briefest of comments after each.

Tell me what you think – in a few words, please!

1) The opening quote by Mark Twain.

  • When writing an article or a speech, spend more time deciding what to take out than what to put in.
  • Edit – mercilessly!
  • Make you point, stick to it, support it and drive it home to your audience.
  • Easier said than done!

2) “The most valuable of all talents is that of never using two words when one will do.” – Thomas Jefferson

  • Edit – mercilessly!
  • Use a two syllable word rather than one with three.
  • History’s most memorable speeches use very few words:

3) “A speech should be as long as a piece of string – long enough to wrap up the package.” – Anonymous

  • Enough said!

4) “Anybody can have ideas – the difficulty is to express them without squandering a quire of paper on an idea that ought to be reduced to one glittering paragraph.” – Mark Twain

  • That is why I love and collect quotations.
  • Edit – mercilessly!

5) “If you can’t state your position in eight words or less, you don’t have a position.”– Seth Godin

  • And your audience won’t remember what you said.
  • And your audience won’t know what to do as a result.

6) “Be sincere. Be brief. Be seated.” – Franklin D. Roosevelt

  • re: “Be seated.” Don’t talk yourself out of the sale!

OK – some tasty morsels to chew on.

Please share your favorite quotations with our readers. Just keep it short and to the point!

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The Medium is The Message

“If the news is that important, it will find me.”

– A college student responding to a focus group question

The times, they are a changin’. No doubt about it. The New York Times, Time Magazine, The Los Angeles Times, etc.  They have had to change, albeit reluctantly.

There has been a shift in power:

The mainstream media no longer control how their content is delivered – it can be forwarded by a friend or colleague. There are multiple channels where it can be accessed – original content frequently appears as a “link” on a competitors website. And, of course, the mainstream media no longer control when their content can be read or seen or heard.

I no longer wait for the “thump” of the Sunday edition of the New York Times to hit my doorstep. That used to be my signal to wake up, make the coffee and relax for a few hours absorbing the news and views of the newspaper of record.

I ended my subscription to the paper almost two years ago. I do not miss the full page ads from Macy’s and Bloomingdale. But I am sure that those department stores miss me. Or at least my subliminal attention. And I am sure that the New York Times misses both the revenue they got from my subscription and the advertising revenue from Macy’s and Bloomingdale. I will admit, however,  to missing the two hours of sitting in my easy chair on Sunday morning!

The times they are a changin’.

Take this morning. I found this headline intriguing:

Finding Political News Online, the Young Pass It On – by Brian Stelter

So I clicked on it to read it. However, it is original content from the NY Times but I found it on the MSNBC.com website. This is now a common occurrence. I call it “Drudging the content.” This is a reference to the popular news website, The Drudge Report which does no actual reporting. It simply – and effectively – populates its only web page with “links” to original content found on other websites.

Does it really matter where I get the article from? Not to me.

I do hope that MSNBC and The NY Times have some sort of reciprocal revenue arrangement worked out. But that is not of my concern. To quote the unnamed college student, “If the news is that important it will find me.”

I titled this post, “The Medium is The Message”  as a tribute to Marshall McLuhen, a Canadian educator who coined the phrase in 1964. Here is a short definition of the phrase, courtesy of Wikipedia:

“The medium is the message” is a phrase coined by Marshall McLuhanmeaning that the form of a medium imbeds itself in the message, creating a symbiotic relationship by which the medium influences how the message is perceived, creating subtle change over time. The phrase was introduced in his most widely known book, Understanding Media: The Extensions of Man, published in 1964.[1] McLuhan proposes that media themselves, not the content they carry, should be the focus of study; he said that a medium affects the society in which it plays a role not only by the content delivered over the medium, but by the characteristics of the medium itself.

I first remember hearing this phrase when I was 17 in 1967. I was standing in line waiting to see the movie, “The Graduate” and was discussing this concept with my friends. I continue to retain a vivid image of that evening in my mind – 41 years later! Both McLuhan’s concept and the movie have had a profound impact on my thinking.

Just as YouTube, Facebook and the other Social Networks are having a profound impact on our current culture. Continue reading “The Medium is The Message” »

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Vocal Graffiti – You Know

Speaking in public is a challenge. Most people fear it. Speaking in public, with cameras recording what you say and how you say it, is even more challenging. When your audience watches the video – days, weeks or even years later – it no longer appears to be a “live event.” The “live” audience that applauds your spontaneity, given the heat of the moment, is a different audience from the one that views the video through a different filter. The filter of time. The filter of history. The filter of “gotcha!”

This is the audience who will point to your grammatical lapses as proof that you are not as educated as you claim. This is the audience who can now “prove” that you lack the experience that you claimed to have. This is an audience that most speakers completely disregard – at their peril!

This is the age of YouTube. This is the dilemma that Sen. Hillary Clinton finds herself in. YouTube sleuths and the Mainstream Media are falling all over themselves to show how Sen. Clinton’s recollection of her “dangerous” arrival in Bosnia is dramatically different from her actual arrival as documented by news reports on the scene those many years ago.

It is not just the case that the “video never lies.” The “video never dies!”

The video is always there, lurking in the archives, ready to bite us wherever and whenever. And video is now viral – its reach is global and instantaneous.

So… if you are already fearful of speaking in public, you have a few more things to learn: Continue reading “Vocal Graffiti – You Know” »

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Stop Talking and Start to Listen!

“One thing talk can’t accomplish is communication. This is because everybody’s talking too much to pay attention to what anyone is saying.”

– P.J. O’Rourke

I’ve had a busy week. I have not watched much television. Specifically, I have not watched any of the television “talk shows.” Wow – what a relief! My mind is not filled with the sound of the shouting matches that pretend to be political discussion.

I now realize that these shows – Talk Radio, TV Talk Shows –  are, indeed, correctly labeled. They ARE talk shows. All talking, all the time!

Here’s an idea: Let’s start a new type of show – Listening Shows!

The premise: The host or a panelist asks a question and actually allows their guest to answer the question without interruption. And then something truly remarkable happens: they discuss what the guest said! They respond to the response. They continue the dialogue. They listen to what is being said, they question what was not said. All seek to understand!

You’ve got to admit that this would be a radical departure from the present situation.

We could turn this concept into a Game Show – “What Did I Just Say?” or “The Wheel of Conversation.”  “Jeopardy” could become “Listening.” Or is it really the case that The Art of Listening is in Jeopardy?

Here’s how this could work: We would reverse the premise of “Jeopardy.” Rather than have the contestants respond with “The Question” e.g. Who is buried in Grant’s Tomb? we could simply have the contestants answer the question.

Pretty silly – sure.  Naive? Perhaps. Idealistic? Definitely!

I am glad that I went for a week without watching a single political talk show. These are not panel discussions. They are “shooting galleries.” Each “paid expert” on the panel just shoots off their mouth. They try to shoot as many rounds of ammunition (their point of view) as possible.

Unfortunately, this model seeps into our culture. I reflect back to the lyrics to the theme song for the movie, “Midnight Cowboy:”

“Everybody’s talkin’ at me. I don’t hear a word they’re sayin’. Only the echoes of my mind.”

Perhaps, someday, we can reverse the trend and have a lyric that proclaims:

“Everybody’s listening to me. They hear every word I’m sayin’. They know exactly what’s on my mind.”

Perhaps… Someday!

Let me know what you think. I promise to respond to what you say – not just offer my opinion! Add you comment or thought in the space below:

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WOW Your Customer! – The Power of One Front-line Employee

customer-satisfaction-book.jpg My birthday is this week and that always brings back many memories. I like memories. I like to tell stories of memorable experiences. And I like to hear about the memorable experiences that other people experience. Memorable experiences in customer service are rare. That’s why I like to celebrate them when I hear about one.

I was re-reading Jeffrey Gitomer’s book, “Customer Satisfaction is Worthless. Customer Loyalty is Priceless,” and I want to share a personal story that ties both my birthday and this book together.

About 15 years ago I was flying home from a convention in Germany. I presented my passport to the ticket agent at the Frankfurt Airport. After the usual pause, she looked up at me and said, “Mr. Rocks – may I be the first person to wish you a Happy Birthday today!”

I thought that that was a nice gesture. It put a smile on my face and I walked away from the counter feeling better than usual. I like to be noticed. I enjoy being recognized. I like it when the hotel operator calls me by name. I have come to expect it. The hospitality industry trains its personnel to recognize people by their name. This has become standard operating procedure.

So back to my story. I was making a connection in London and had about an hour between flights. I checked in at the front desk of the Airline Club at Heathrow Airport and got my second surprise of the day. The concierge said, “Welcome to London Mr. Rocks. We are delighted that you can spend part of your birthday with us. Would you like a bottle of Red or White wine? German or French? Happy Birthday!”

How did they know it was my birthday? I did not present my passport; only my membership card. Did they have this information flagged in their computer system? I had to find out, so I asked.

No, they were not able to capture that information in the computer but they thought that that would be a nice touch. Rather, they told me that they had received a message from the lady who ticketed me in Frankfurt. She sent a computer message to the club alerting them that I would be stopping by while in-transit and that it was my birthday.

WOW! Now that was something special. That caught my attention! What a fantastic gesture from the lady in the Frankfurt Airport!. Front-line service at its best!

Why did she take the time to send this message? What made me special? What made me stand out? Is this something that she was trained to do? Or did she just take the initiative to do something out of the ordinary? Regardless, she really made me feel special! Continue reading “WOW Your Customer! – The Power of One Front-line Employee” »

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What is Your USP?

“Our faith in the present dies out long before our faith in the future.”

– Ruth Benedict

Do you know your USP? More important – do your customers know your USP? What – you may ask – is a USP?

What does USP stand for? In many ways, your USP identifies exactly what you stand for!

Your USP is your Unique Selling Proposition. It is the specific benefit that your customers get from your product or service. In order to have a successful USP, it is vital that you understand these 2 points:

  1. Your customers need to perceive what you offer as a real benefit to them. It has to be a benefit that really matters.
  2. You must be the first to claim this benefit.

Creating your unique selling proposition also allows you to focus your business. It is a constant reminder of why you remain in business. Why your customers choose to do business with you – and not with your competitors.

Here are a few examples of truly memorable USPs:

  • Federal Express – “When your package absolutely, positively has to get there overnight.”
  • M&M Candy – “The milk chocolate melts in your mouth, not in your hands.”

Are these merely advertising slogans? No. They are operational imperatives.

Federal Express created their business to deliver packages overnight. Long before many customers realized that they actually needed to have their packages delivered overnight. Once enough customers started to see how overnight delivery of packages was important, other transportation companies started to offer overnight delivery.

That is when Federal Express realized that in order to stand out from their competitors, they needed to offer a guarantee. An not just any guarantee. Not just an offer to refund the money if the package didn’t arrive on time. Not just a coupon offering a discount on the customer’s next shipment – (and why would you care about the next shipment if your current shipment didn’t arrive when you promised?)

Their USP – “When your package absolutely, positively has to get there overnight.”

Here’s an interesting sidebar that illustrates leadership and vision. On the first night of operation, Federal Express used:

  • 389 employees and 14 aircraft to deliver
  • 186 packages overnight to 25 cities in the USA

FedEx helped to create the demand for overnight package delivery. There was little perceived need for this when they began operations. Once enough customers perceived that they needed overnight package delivery FedEx needed to cement their name and reputation in the front of the customers mind. And they needed to structure their operations to ensure that they would fulfill their USP – “When your package absolutely, positively has to get there overnight.”

No other package delivery company can claim that USP. UPS (United Parcel Service) had to create their own USP. They had to differentiate their business. That is why you have to be the 1st person or company to claim your USP. Continue reading “What is Your USP?” »

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Take Note!

obama-takes-notes-at-debate.jpg As I watched the televised debate between Senators Clinton and Obama, I was struck by one particular piece of “stage craft.” I found it to be annoying. It distracted my attention from what was actually being said. What was it?

Senator Obama was diligently writing notes every time that Senator Clinton spoke – at least during the first 45 minute segment. Why was he doing this?  Surely he had prepared his remarks and rebuttals ahead of time. At this point in the campaign, he had to have heard Senator Clinton’s arguments, stump speeches and 9-point plans ad nauseum. Very little new ground was being broken during the debate. So why was he so preoccupied with his note taking?

It’s simple really! The answer is, it was “staged!” Barack Obama wanted to avoid two things:

  1. Looking directly at Hillary Clinton as she spoke – I felt that his note-taking distracted my attention from her words.
  2. Reacting physically to her comments – he did not wish to convey his agreement with, surprise at or anger about any of her comments. His body language probably would have conveyed defensiveness and weakness had he not kept himself busy scribbling his notes as his opponent spoke.

Was this effective? Perhaps. Several professional observers have commented on Obama’s unconscious physical reactions when he is criticized. He winces noticeably. He tends to withdraw. He looks pained. He looks less than confident.

But the good news is… at least he stopped “raising his hand” asking permission from the moderator to speak! For that reason alone, the diligent note taking was an improvement.

Why does body language matter? Here’s why: Continue reading “Take Note!” »

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