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.”

Posted: April 8, 2025 | Categories: Presentation skills, Sales, Self-Improvement

“History has repeatedly been changed by people who had the desire and the ability to transfer their convictions and emotions to their listeners”   –Dale Carnegie

In my 40-year career of professional coaching, I have found the above statement by Dale Carnegie to be axiomatic.  When we can communicate effectively in front of a group, we are positioned to change history. Think of Abraham Lincoln or Martin Luther King.  Speaking in front of a group was a critical part of their success.

Here is the secret that my experience and history have shown: Those who have the most fear of public speaking and overcome this fear are often the best speakers.

There is more good news! If you have a deathly fear of public speaking and you want to get past this barrier, the rate of growth can be very rapid.  In a matter of months, you can become an excellent speaker.

Here is an example:  Several years ago I was approached by an eye doctor who was excited about some special research he had done regarding vision problems in young children. He found there was an acute need to discover vision problems early to prevent difficulty in learning and motor skills.  He wanted to get the word out so that affected children could better adjust to their schooling. After 12 weeks of working with him, the doctor went on a speaking tour, and a year later he was doing a series of lectures through Europe partially paid for by his speaking fees.  You may think this is an unusual case.  It is not.

If the fear of public speaking is holding you back like it was for this doctor, resolve yourself to take action by reading or enrolling in a class. You will be on your way to a new dimension in life, and who knows?  You may change history

Posted: March 10, 2025 | Categories: Customer service, Leadership, Sales, Self-Improvement, Team Building

I graduated from college in 1971, and began my career as a manager in the hospitality business.  One thing I learned quickly was that to enjoy my work in the hotel business, my team and I needed strong interpersonal skills.  If we believe that 1% of the population is not friendly or likeable, that means we would encounter two such people each day if we had 200 guests.

My first test with a carmudgeon involved Mr. Kramer.  He would check in very demanding and was quick to complain if he didn’t get fast enough service or special treatment.  Before long, my entire staff was upset because of having to deal with Mr. Kramer.  He wasn’t cruel or insulting…just a pain in the neck,

.Since Mr. Kramer came often, I knew I needed to find a way to get Mr. Kramer’s behavior to a palatable level.  I thought of an idea:  Since Mr. Kramer is not friendly, he is probably used to not getting the best service.  Why not turn that around?

To begin this effort, I began impersonating Mr. Kramer.  (I was pretty good at it!).  When a staff member made a mistake or needed re-direction, I would talk to them in Mr. Kramer’s voice.  We began to have so much fun with the routine that we all began to truly look forward to Mr Kramer’s next visit.  We were excited to talk to the real Mr. Kramer.  He wasn’t used to this kind of treatment.  He changed his tune, and before long we discovered his sense of humor, and it was a good one.

In addition to making our work environment more enjoyable, Mr. Kramer gave us numerous referrals.  He told his friends, “This is the place you want to stay”.

The next time you have to work with someone like Mr. Kramer, remember, like you and I, that person wants to feel important.  If make them feel important, you will greatly increase your odds of making things better.

Posted: February 7, 2025 | Categories: Leadership, Self-Improvement, Team Building

35 years ago this month, I walked into a local Chamber of Commerce with the goal of getting situated in an unfamiliar community.  Making this visit proved to be a turning point in my life.  It was Linda who greeted me first.  Then she introduced me to Bob, the director.  His welcome smile and genuine interest in me radiated.  I eagerly signed up as a new member and walked away feeling like a rock star.

From this point on, Bob became one of my biggest mentors.  He was my cheerleader, my advocate, and a strong coach.  When I say strong coach, I mean it:

Bob would also not let me sell myself short.  One time I was present in an early morning committee meeting. I made a wisecrack comment.  Somebody had brought bagels and all of us tied into them.  I said, “Nobody knows if people like bagels, because when they are put in front of us, we are usually so hungry we could eat dirt.”  In front of the whole group, Bob called me out and said, “You have disappointed us, Steve.  We count on you for your kindness and positive attitude.  You fell short with that remark.”  Ouch!  Battleship hit!  He was right.  Bob had my trust and I knew he was my supporter and would not let me fall short.  I grew from his comment. He was giving me a reputation to live up to.  If anyone else other that Bob had made that comment, I probably would not have taken it well.

Bob passed away last month at the age of 98.  His passing left his town in mourning.  There are streets and buildings named after him.  He was kind and generous.  To me, he was a marvelous leader who made me believe in myself and always use my strengths.  The two qualities? Building trust and respect.

Posted: January 16, 2025 | Categories: Management, Self-Improvement

I am going to describe a very special person:  When you call or meet with this person, he or she is relaxed and totally present, even if they are surrounded by chaos.  For most of us in this situation, the stress would show on our face or be heard in our voice.  How can we acquire this greater sense of equanimity?

Many years ago I heard a quote that helped me greatly in this area.  “Success is not so much knowing what to do, rather it is knowing what to do next.”  Here are some best practices I have found in common with people who are calm, focused, and present:

1. They know where they are going and our committed to do what it takes to get there.
2. They know their Key Result Areas and manage them well to stay in balance.
3. They plan and prepare relentlessly.  Instead of going with a simple “to do” list, their objectives for the day are directly designed to advance towards their goals, and they have their tasks and activities in proper sequence and priority.
4. And now for their secret:  When they plan their week or day, they look at their discretionary time and plan using only 70% of it  What is the other 30% for?  The unexpected.  There are always going to be problems and crises that occur unexpectedly.  Planning with the 70% formula enables us to allow the priorities that weren’t planned for.  You can be sure that if you plan 100% of your time, you will soon become overwhelmed and demoralized.  Leaving 30% open provides a natural buffer zone that enables us to feel calm and focused.