Posted: July 11, 2025 | Categories: Customer service, Sales

As a handicapped senior citizen, I can be pretty slow moving.  When I go to a store or event lately I have sensed some impatience and “twitching” as I place my order and slow down the line.  Let’s admit, we can likely remember a time when we have been impatient with someone, and felt bad about it later.

Last Saturday, I had an experience that definitely demonstrated the value of maintaining patience and being kind.  Here’s what happened:  My two sons and I went to Wrigley Field as a 30-year Father’s Day tradition.  The crowd was a sellout and everyone was jamming up at the gates to show their tickets and enter the park.  Then came me poking along.  As I went through the gate, an usher saw me with my cane and graciously offered to bring me a chair.  Even though I declined, I was warmed by his enthusiasm and caring.

Later in the game I moved from my seat to go buy a snack.  As I was descending the steps, one of the ushers reached out and said, “Here, take my arm”.  What impressed me most was what management had built into their culture.  I walked away thinking how much these folks welcome helping people and how much they care.

This is my message to you:  Every human interaction is a moment of truth.  How you manage that moment is a big part of what life is made of.  We can truly make the other person feel important and apreciated, or we can be indifferent.  Are you a people builder or people shrinker?  Which one would you rather be?

Posted: June 19, 2025 | Categories: Self-Improvement

All my coaching career, I have loved my work and believed I was using my special talents.  I still do.  I also have to face reality that nearly 1/2 of the adult working population do not LOVE their work.  If you are in this category, I have some good news:  To enjoy your life and job, you do not need to love your work.

In his book, “The Truth about Employee Engagement”, Patrick Lencioni has determined that to be happy in our job, we need to incorporate these three elements into our daily experience:

#1: Know your work and input is important:  In 1959, NASA announced the selection of the first seven astronauts.  The team struggled in the beginning, but came together when they were allowed to give comments and suggestions in areas like capsule design.

#2: Understand your unique set of talents and abilities and how they fit into the overall performance of the team.

#3: Measure progress:  Maintain a system that details your professional development goals and measures your progress daily.  We need to have a perpetual sense of what we are accomplishing.

Summing it up, to enjoy our time at work, we need to know its importance, understand and appreciate what we bring to the table, and measure our progress.  Next, enjoy our lives!

Posted: June 16, 2025 | Categories: Leadership, Management, Team Building

Each year tens of millions of people watch the Super Bowl.  The winner receives the “Lombardi Trophy”, named after Vince Lombardi, legendary coach of the Green Bay Packers.  Vince knew how to build a championship team.  There was a special element he instilled in his squad that many others did not.  Simply stated, it is putting your team member first.  If we can do this as a leader and coach, there is a good chance our team will over-perform.

Let’s say you have a team that you believe is operating below potential.  How do we get them to improve?  Coach Lombardi built his success around a focal point.  In his situation, it was his quarterback.  In his QB, he needs to transfer all his important values such as discipline, clarity, and unselfishness.  With the quarterback at the hub, he counted on Bart Starr to lead the rest of the team to the hearty attitude and unshakeable work ethic he had been taught.

So what about your team?  First, identify those individuals that have already shown you that they “get it”.  That number may be 2, 3, 6 or more.  This group is your focal point.  These are the folks you can count on to be an extension of your values.  When those on the outside of this group get a taste of the fresh direction, many may like it and begin to join in.  With patience and persistence, the focal group grows to critical mass.  This will provide the momentum to move your team to a higher level.  Those who don’t change their attitude or poor engagement become marginalized.  They usually either join in or leave the organization.  To begin building your championship team, find your “core” and make it grow.  Be a winner!

Posted: May 8, 2025 | Categories: Sales, Self-Improvement

I have a friend (We’ll call him Rick) who recently sold his company.  From beginning to end, the sale process took about two years.  Rick’s goal was to have the business sold by April 30, 2025.  It almost didn’t happen.

Last Tuesday, Rick received a call from the prospective buyer.  He said he wanted to postpone the sale until later in the year.  Rick didn’t panic.  He knew he needed to work through some last-minute sticking points.  They did, and on Thursday of the same week they had the closing, and the sale was complete.

How did Rick turn the situation around so quickly?  He was prepared.  Rick and I had several conversations about 11th hour surprises.  Rick considered everything he could think of that could make the deal go south.  With the list, for each concern he carefully considered how to respond to each objection in a way that kept things going.  It worked.  There were two objections:  One dealt with a large sale that had not been closed yet.  The other was an employment contract dispute.  They calmly got to work and came up with a plan they were both comfortable with.  The objectives were resolved, and the closing naturally followed.

Many sales reps have experienced a “sure thing” deal go bad at the last minute.  I recommend that we all learn from Rick, and prepare for those last-minute objections.  Doing this will allow us to be calm and not panic, and systematically work through all remaining objections.  Then…CLOSE!

Posted: May 8, 2025 | Categories: Self-Improvement

It was October of 1984.  I was attending a convention in Las Vegas and received a phone call from my boss.  He informed me that the business I had managed for 17 years was being sold.  That meant there was a high likelihood that the new owners would want to manage the business themselves, and I would be out of job.  I remember my first reaction:  It was excitement.  When one door closes, another opens, and that can be a whole new adventure!  I began reviewing my “Plan B’s”, and I called my wife within an hour or so after receiving the announcement.  I told her I had some news:  The company was being sold and I would probably be out of a job.  Then I quickly went on to talk about my “plan B’s”, and the ones I was most excited about.  It was exhilarating.  (Some might say this sounds crazy)

Let’s face it, things have changed in the workplace during the past few decades.  I grew up in the 50’s and 60’s.  Like everyone my age, our dad’s served in WW II and came back to settle down, raise a family, and work at the same company until retirement.  Now, it is different.  The average worker in the US. will work at 5-8 different companies during their lifetime.  Terms like mergers, buyouts, layoffs, and conglomerates are now commonplace.  Amidst this changing world we need to maintain financial stability by having a job that pays the bills and saves for retirement.

Here is my message to you:  Wherever you are working and however happy you are, have a plan B.  I always have throughout my career, and I have ended up needing every one of them.  What is your plan B?  Are you nurturing it?  I hope so.  I close with a favorite saying I heard from an old mentor who has long since passed away:  “When we go through life unprepared, we won’t go alone….fear will be our constant companion.”