Leadership Mojo

Carl Sewell's Customers for Life

             Car magnate Carl Sewell's book Customers for Life makes an important link between customers and employees. Treating one group well over the other is not an "either-or" concept, in spite of the fact such seems to be the case in some companies. Let's see, a comparison between two airlines comes immediately to mind: one that gets it, and one that doesn't.  Can you guess which?

            "They (employees and customers) are equally important," Carl says.

             This concept impressed me years ago when I first read his book. It's difficult, if not impossible, to create a corporate culture of brilliant customer service if management treats employees badly. His thinking follows along these lines of human nature: Employees, in a pinch or under stress, are going to act the way they have been treated. Treat them well, and they are going to be far more likely to understand how to treat customers well. What Sewell looks for is not the sort of behavior you're likely to learn by memorizing a script. It's the kind of stuff that comes on the fly, in the heat of battle, when it counts most.  Let's see, and those airlines I'm thinking of, are....?

Control Freaks

    One hallmark of exemplary leadership is the ability to inspire cooperation among others. Control Freaks, on the other hand, do motivate by dangling a long carrot. But, instead of working with others to create alignment and heart-felt passion for a shared goal, they apply humiliation, intimidation and bullying. I spent a fair amount of time this summer taking a crash course in control-freak behavior with the unusual dynamic duo Paul and Layne Cutright, experts in relationship theory and application.

     Recently, I've noticed a variety of situations crop up with control-freaks. Control is a tricky subject, diced with "shadow" aspects of our personalities. Things we really don't want to look at by light of day. What is at the core of Control Freakdom?

The Overwhelm Loop

    What struck me when I was asked to address a meeting at a client company today was how many were stuck in the "overwhelm loop." It was a perfect opportunity to explore some aspects of emotional intelligence.   

    I asked the group to describe what being overwhelmed meant for them and received great answers, such as "I shut down, stop caring."  "It's when too many people are asking for too much of me, and I disappoint someone." They described how these states often lead to paralysis, anger,  and frustration. ...Not exactly great emotional states for effective leadership, problem solving, or for dealing effectively with customers.
     I asked how does it happen that some people are constantly overwhelmed and others rarely feel this way? Could it possibly be that some people get some "juice" or value out of being in overwhelm mode? Pretend for a minute that on some level being overwhelmed does provide the owner a benefit.  What could possibly be of value about being in an overwhelmed state of mind?
     A lot, as it turns out.

The Nose Knows Wine and Wine Glasses

    I guess being the 11th generation of exceptional wine glass makers, one's nose is simply bred to distinguish the flavors in a wine bouquets. Viennese bred Maximilian Reidel of the legendary Reidel crystal glassware did not disappoint when I recently attended a wine and fine chocolate tasting hosted by Noka Chocolates.
   Looking around guiltily, since I'd gobbled my two thumbnail-sized chocolates long before I was told

The Blog Ghost Shakes Hands

Okay, I admit it. I don't always "get" it when it comes to technology. Here's what I'd like to know: How is it that after months and months of writing this blog, all of a sudden, my monthly newsletter, all about handshakes this month, and which is completely independent of this blog and uses a completely different platform..... how is it that my entire newsletter appeared in my blog?.... How the hell did that happen?

It's ok, I guess. It just that my LodeStar Universal newsletter included a bunch of disclaimer junk and code junk that doesn't fit in blogs. And well, it was just spooky as all get out.

Was it the Blog Ghost reaching out to shake my hand?

Everybody knows my mom died a few months ago. Mother, was that you?

Wow.

A $13 Billion Handshake

Mr. Joe Ordinary out there rarely considers how so-called "soft skills" carry any financial punch, much less could have the clout to impact billions of dollars. But one extra-ordinary Joe, legendary attorney Joe Jamail, proved how even the humble handshake can rock Wall Street.

Here's what ordinary people miss that the extraordinary don't: We make innumerable quasi-conscious judgments about people based on the power, or lack of it, in the way we shake hands. We rarely realize the power we hold in our hands to communicate trust and establish rapport. The simple truth is most people shake hands poorly. Yet, what could be more important right this minute, when there is so much confusion and uncertainty?

Shakespeare on Risk: Anything New Under the Sun?

            "There is a tide in the affairs of men, which taken at the flood, leads on to fortune. Omitted, all the voyage of their life is bound in shallows and in miseries. On such a full sea are we now afloat. And we must take the current when it serves, or lose our ventures. "
                                                                    William Shakespeare From Julius Caesar

           And you thought this economic crises was personal? Since Shakespeare spoke about similar challenges as those we face today 500 years ago, no less grand and world changing than today's financial crises, the eternal nature of difficult times gives us some perspective.
            The greatest challenge we face is in recognizing the signs and then is being flexible enough to adapt and react without creating tragedies. (By the way, Julius Caesar is a tragedy. That's something we want to avoid, right?....) When working with clients at LodeStar Universal, my role is to make sure that people things clearly, choosing courses of action that prevent tragedy.
            Shakespeare, through his plays, presents timeless issues. Here he tells  us that timing, free

Sex Isn't Selling? Martin Lindstrom's Buyology

        In spite of conventional wisdom, the research reveals other factors are far more important if you're spending millions of dollars to push product. That's what best seller Martin Lindstrom tells us in his new book Buyology. It's called neuromarketing and it's hot. Martin has been studying the neurology and neuroimaging of thousands of people in one of the biggest studies ever conceived to pinpoint exactly where what really goes on in your head when you are out shopping, and frankly, making any decision. His cool website is filled with insights and creativity.
         Check it out.
        And while you are checking it out, keep in mind what we at LodeStar Universal constantly remind our clients is what Martin says the research bears out: How well your story is crafted increases the true value of your brand. And it doesn't matter if your brand is $60 a bottle water or your personal brand as an executive who is either valued or discounted in the marketplace. We all have a brand, whether or not we acknowledge it consciously or not. The question we all face is how can we do a more effective job with branding. After all, it's really just another form of communication. The people and products who do the better jobs of communicating tend to be the ones who come out on top no matter what or where they are.

The Lime Tree, Making Limeade Out of Sour Stuff

        When I stepped onto my front porch today, a miniature lime tree greeted me.  Tiny white blossoms were laced among its deep green leaves, and elfin-sized limes drooped from the branches.  A thank-you gift from my friend Judy. We had lunch a week ago where she asked my advice about a difficult conversation she was expecting to have at work. 

     Judy works in a museum teaching brigades of kids wildlife classes. She's good, no, she's great, at it, too. In addition to her master's degree, Judy has decades of experience working with animals, kids, and nature. She receives accolades from her students and has been featured on television. Plus, I personally know how good she is. We first met when she was my equestrian instructor many, many years ago, back in the days when I rode hunters and jumpers competitively.

     Some tough stuff has been brewing in her world, creating

a lot of emotional turmoil for quite a few people.  Judy was concerned her words to the museum's executive would result in strife or a negative outcome.

    So, I gave her my best advice about what I would do. It worked. She called me last week relieved and delighted with her success and a great meeting. Now I have a beautiful gift from my precious friend. What could be better?

    What did I say to Judy? Well, the exact details, I can't tell you. What I can tell you is that she was about to make a couple of big errors had we not talked

How Long Is a Piece of String? At NSA in NYC

Okay, everybody "gets" NYC, but since NSA isn't exactly a household word, here's the lowdown. The reason I was in NYC and went to two knockout Broadway shows is to attend NSA, also known as the National Speaker's Association. The purpose of NSA is to promote the speaking industry. Yes, to NSAer's, Speaking is an industry, even though you won't find it on any SIC code listings.

It's an odd industry, because like consulting, it spans every profession and kind of business imaginable. It's an organization that provides speakers with resources, business models, eithical guidelines, metworking, and inspiration. And this year, for the first time in history, the national conference was in NYC.

Need I say it? At an NSA conference, you'll hear a lot of speakers from the uber hip to the uber influential. I heard Wall St. Journal top 10 consultant Marshall Goldsmith and author of What Got you Here Won't Get You There. President and CEO of Forbes magazine, Steve Forbes spoke on the economy and the elections. Then there were more than 80 other  sessions featuring every one from people you may never have heard of such as professional summarizer and funnyman Dale Irvin, to blog whiz kid Tim Ferriss, author of The 4-Hour Workweek, whom Wired calls one of the greatest self promoter of all time.

Because the theme this year was "NSA Rocks," Keven Cronin the lead singer of REO Speedwagon and Simon Kirke, founding memeber of Bad Company were among the rockers who took the main stage to talk, not sing, and to indirectly promo Rock and Roll Fantasy Camp. And they were as refreshing as a snow-crisp, authentic, and unpretentious.  Clearly selected for their ability to deliver one-liners. Answering what's your favorite song, Simon said, that's like asking, "How long is a  piece of string?"....

By the way, how long is a piece of string?....