Dealing with Change and New Beginnings

I walk around our neighborhood a couple of times a week. One house I pass is one of my favorites; very comfortable and serene looking and the owner always decks it out for each holiday with appropriate decorations. For Halloween, she has statues and spiders, and ghoulish things around the well-attended front yard. There is always an angel sitting in a big chair and wonderful baskets hanging from the large Banyan tree. At Christmas time, a life-size Santa stands near the front door, there are poinsettia plants everywhere and beauty on display. I always look forward to walking by this house during the holidays, even on the Fourth of July the house is decked out in red, white and blue. I understand the owner sells/sold something on HSN.  Well, this year it's different. There is a for sale sign in front and for the first time in the 11 years when I walk by, there are no decorations, just the fall wreaths on the door - kind of sad. Is she sick; has she passed away? 

So today when I walked by, what  showed up for me was how fast things can change direction, many times without our permission. Because this is the last week of 2011, very appropriate to think about this as we complete the year and reflect on the lessons and gifts. 2012 will start with a clean slate; new page, opportunity to continue to grow, thrive, change, embrace new ways of being and doing. And because we don't know from one day to the next, if something is going to happen without our permission, BE with the day. Have your plans, goals and aspirations in place but be present in the moment and be grateful for the most important parts of your life and look for the clues that will help you thrive on your journey. Practice staying present in the moment and enjoy the day as it unfolds. After all, we are human beings NOT human doings. It takes practice but if you put your mind to focusing on the present moment, it will become easier (some say 21 days of practicing will make habits become part of your life) and easier. Think about this - what is the significance of being present in the moment? 

What Great Companies Know About Culture - Deidre H. Campbell - Harvard Business Review

What Great Companies Know About Culture - Deidre H. Campbell - Harvard Business Review

Why I Hire People Who Fail - Jeff Stibel - Harvard Business Review

Why I Hire People Who Fail - Jeff Stibel - Harvard Business Review

When Is It Time to Add Sales People?

This is an article I wrote this week for a "go to get answers for business questions type website" http://task.fm/2011/12/how-can-a-startup-decide-when-it-is-time-to-hire-sales-people/

Future of the Mortgage broker With David Stevens MBA President

Do You Follow Up?

How good are you at follow up?  Since I am a stickler about follow up I thought I would write this little blog on the subject. There are messages being conveyed when we do follow up and when we chose to not follow up. Most people are not aware or concerned about the message but it's an important one to consider.

When someone meets with you or you have a conversation with them at a networking event, on the phone or even in a social setting and you take their card and/or number and tell them you are going to contact them, do you? Why can't we be more honest with ourselves and with others and tell them whether you will contact them or not. If you don't want to contact them, say so it in a gracious way, it's that simple. If you are honest and kind, you probably won't offend them and if you do, it's not about you  rather it's their agenda and since we only have control over ourselves, you can't take responsibility for their reaction.  Just be kind in your dialog. Life would be so much simpler if we speak our truth.

The message we convey when we follow up is that we are doing what we said we would do; we are showing them respect and courtesy in acknowledging them. The message we convey when we choose to ignore someone and not respond is telling them that they are not important or are insignificant - "I can't be bothered", "my plate is too full there fore I have no time to respond to them".  How many times have you thought these thoughts?

But.....what will separate you from others is taking a few minutes to simply acknowledge people, get back with them and if you don't want to create a relationship, be honest in a kind way. This will be hard for many people especially women who at times have a problem saying "no".  Good practice to start in a follow up situation.

I attend networking events all the time and chose to listen and ask questions engaging people in dialog. If I want to start a relationship, I'll take the person's card and tell them I'll be sending them an email, text message or call them and I do. If I don't see synergy between us, they may give me their card but I make no commitment to contact them.  If someone shares that they will follow up with me and I can help them, introduce them to someone else or they bring value to me, I take their calls or respond to their emails but I also tell them if there is no synergy or I can't really bring them value and thank them and wish them well.

So, next time you have a follow up opportunity, what will you do?  How will you handle the situation? What is your message and what is it's significance?

Being in Gratitude

I love Thanksgiving and all it's significance as an American. For me, it a special time of year to reflect back on all the gifts and opportunities that showed up this year. I live in gratitude and practice it everyday and it works.  When you are aware of the gifts that show up, no matter how big they are; acknowledge them and you will find that life is a bit easier to live and extraordinary things just happen.

2011 has been a busy year for me with coaching opportunities inside of companies, working with leaders and employees around culture; working with middle-management on being better leaders; working with individual executives sharpening their leadership skills and helping non-profits get more people involved and helping their clients with life skills. I have had the pleasure of traveling, enjoyed the gift of my son and daughter in law visiting from Argentina for a month; watch my granddaughter graduate from high school; enjoy friends; appreciate my good health - mind, body and spirit and having a loving man in my life. I look forward to what 2012 brings but don't dwell on it as that is tomorrow. A big goal of mine is to be part of change in the mortgage industry, helping leaders step forward and embrace a new way of leading, including encouraging more women to step into leadership roles. I am grateful for my friend and associate, Becky Walzak who is a strong woman and who also has a gift of writing. We co-author monthly articles for Progress in Lending e-magazine on leadership, culture, diversity in the mortgage industry.

Take the time to reflect on what you are grateful for this year even if it's just for a few minutes.

Gratitude

In honor of Thanksgiving, I want to be mindful of gratitude.


"Both abundance and lack exist simultaneously in our lives, as parallel realities. It is always our conscious choice which secret garden we will tend… when we choose not to focus on what is missing from our lives but are grateful for the abundance that’s present — love, health, family, friends, work, the joys of nature and personal pursuits that bring us pleasure — the wasteland of illusion falls away and we experience Heaven on earth.” –Sarah Ban Breathnach

It’s crucial that leadership help employees during the transition period of a merger/acquisition

Read this in a publication and have to share:

After a merger, how can leaders make sure that new employees quickly adapt and get comfortable with their new company?  

·         A good question a leader should ask himself/herself and the leadership team before communicating with employees is “how is this merger going to be dealt with, with the least amount of disruption?” Leaders have to instill in their employees a level of commitment, engagement, confidence and comfort to work through difficult transitions. They need to inspire a sense of purpose, coherence, community and trust that allows employees to remain focused and highly engaged on the job. A recognized respected leader assuming a prominent, visible role can be a comforting anchor during a turbulent sea of change. These leaders can be instrumental in creating a shared culture that embodies the business strategy of the new combined organization.

·         Transformational change is inevitable and can be disruptive. The acquiring company creates disruptions around boundaries – changes in goals, strategies, ways of doing things and customs of the old cultures.  The acquired company for the most part is living in fear unless the leaders of that company prepare the employees for the upcoming merger. Again a starting point is to ask the question “how is this merger going to be dealt with, with the least amount of disruption? To help calm down the fear, conducting town hall meetings where the  leaders share what they can about what is happening and allow venting, questions, conversations.  The time frame to do this of course is based on where in the process it’s warranted to start the dialog about the upcoming changes.

·         Surprisingly 80%-90% of employee behavior is determined by the way leaders attend to these challenges. Employees look first to leaders for guidance about how to react and behave, for motivation and for focus. Employees want to believe that leadership cares about them. When employees are convinced that leaders genuinely do care about them, they become more open and willing to make necessary changes.

·         Companies that foster a high degree of leadership visibility and involvement during the transition instill a supportive organizational culture with a better than average chance of success. What leaders say and how they act can inspire a shared sense of purpose, coherence, community and trust, which enables the employees to focus and to remain highly engaged during the M&A and post-merger integration. Working on this alignment during the first 90 to 100 days is crucial. 

The Power of Giving Back

I just got back from spending four hours helping out at the rest station for the Miami Dolphins Bicycle event. I met some really nice people who were there to also give of their time. We had fun getting everything set up, cutting up fruit, making peanut butter and jelly sandwiches (which was the hit of the morning and we ran out) supporting the worthy cause for cancer prevention. When the bicyclists finally arrived, they were so grateful that we had snacks, drinks, sun screen for them and they expressed their appreciation by saying thank you.

Giving back to me is part of my life, always has been. I am currently working with four non-profits in various capacities and I just love the fulfillment I get to be in the service of others. We humans were put here on earth to be in the service of other people and causes. It's important that everyone find what it is that moves them, motivates them to help others and to find the time to get involved. When you take the time to do this, life comes a little easier, more gratifying and less self-focused.

Volunteers make a difference in many ways that benefits the organizations. People appreciate you when you are selfless and giving. Many events, programs, projects would not get done if it weren't for the people who volunteer their time to help out. Think about this the next time you feel frustrated, stressed, unhappy, stuck - "what can I do to help serve a cause or others?" Then do some research and find the organization that tugs at your heart or your gut says "this looks interesting".  I guarantee you will feel so fulfilled and grateful for what you have in your life.

Pulling Together Simple Truths

Consensus (Direct Democracy @ Occupy Wall Street)

The Younger Generation Is Stirring Things Up

Lots of news of late around the "Occupy Wall Street Protest Movement". This has now spread around the world, created on social media. Most members are either Generation Y or Generation X - they have learned how to spread the word of their causes in a very efficient matter with little or no effort. This whole process is going to be interesting to watch as it evolves and extends into other areas of our life, whatever that is. Status Quo (the way things were) is no longer the norm,

Another generation driven focus is in the social aspects of sports, in games we played as children. Kick ball, dodge ball, bowling etc. Teams are formed (guys and gals) and afterwards they hang out at a bar who sponsors them.

It's all about change, being open to change, embracing change and enjoying new ways of looking at things; getting better at understanding why these new generations create a totally different way of dealing with challenges they don't agree with and creating new forms of entertainment.

What You Can Do To Minimize Identity Theft

I read in the Sun Sentinel today about the prevalence of identity theft in Florida (not really a surprise as we are the gateway to America for many different cultures).  Here are a few tips to practice in protecting yourself (supplied by the Sun Sentinel). I think you need to protect yourself regardless of where you live. Our identity is very personal and sacred:

1.  Don' carry your social security card or write your SSN on a check. Give it out ONLY if absolutely necessary or ask to use another form of ID.
2. Don't give out personal information on the phone, through the mail or over the internet unless you know who you are dealing with. Most secure internet sites have "https" vs. "http" - watch for this.
3. Never click on links in unsolicited e-mails and use firewalls, anti-spyware and anti-virus software to protect both your home computer and your smart phone.
4. Avoid using obvious passwords like your birth day, mother's maiden name or the last four digits of your SSN.
5. Look for suspicious activity such as bills that do not arrive as expected; statements for unfamiliar credit cards or accounts, and calls or letters about purchases you did not make.
6. Review your credit report for unusual activity or errors. You're entitled to a free copy every 12-months. To order one, go to AnnualCreditReport.com or call 877-322-8228.

IF you are a victim of identity theft:
1. Place a "fraud alert" on your credit report through one of the three nationwide consumer reporting companies - Experian 888-397-3742; Transunion - 800-680-7289; or Equifax 800-525-6285.
2. Contact the security or fraud departments of each company where a fraudulent account was opened or charged. Follow up in writing, and ask for verification that the disputed accounts or charges have been resolved.
3. Keep a file on the theft with copies of documents and notes on conversations.
4. File reports with your local police agency and the FTC. at ftc.gov/idtheft or 800-438-4338.

The Focus Should Include the People

I am currently reading Howard Schultz's book "Onward". One of his friends is Bono, the fabulous entertainer, philanthropist and producer of a Broadway play. Bono was a surprise speaker at Starbucks annual leadership conference held in New Orleans. He said "great companies will be the ones that find a way to have and hold on to their values while chasing their profits, and brand value will converge to create a new business model that unites commerce and compassion. The heart and the wallet....The great companies of this century will be sharp to success and at the same time sensitive to the idea that you can't measure the true success of a company on a spreadsheet."  Well said but what does that mean?

For me, it's never just about just business - the hows and whats of what a company is doing that separates good companies from great companies. Great companies include the core values of Caring, Trust, Compassion, Being in the Service of others in their mission statement and strategy. They understand that even though they are in business to make money and be successful, they also are focused on a higher meaning to help and serve others and this message is spread throughout the company as a living and breathing entity.
Not many companies see value in this focus but it only takes one led by a strong leader who wants to make a difference and create a legacy of creating a great company. Richard Branson, Howard Schultz, Herb Kelkner, Bill Gates, the leaders of Google, Tom's Shoes and Tony Hsieh are some, how about you?

McGill Dances for Cancer Research Lipdub

5 Quick Tips for Creating a Compelling Facebook Business Page

5 Quick Tips for Creating a Compelling Facebook Business Page

LISTEN TO YOUR HEART ~ Mike Rowland

FORGOTTEN TOO OFTEN - THE VALUE OF CULTURE IN MERGERS AND ACQUISITIONS

On September 11, 2001 America changed. From that day forward, who we are, how we live, what we value and how we see ourselves as global citizens changed forever.  In fact the entire culture of our country moved from one of openness, tolerance and safety to one of concern, fear and vulnerability. On the 10^th anniversary of that event, we all spent the day reflecting on what we have lost, but also on what we have gained. Because even with that horrific event that forced a major change in the American culture, we have come to realize that  not all that resulted was bad. 

As part of that reflection it is also a time to realize that other things change as well.  One of the most significant changes that occur in our lives is the culture of our working environment when the company that we work for is involved in a merger or is acquired by another company. While the changes resulting from this type of action are much less sudden and horrific, there is no doubt that the individuals who worked for either and/or both of the organizations that make up the new company are impacted; that the way they view themselves and their company will have to change. . As part of the series of articles that focus on the need for innovation and the resulting change this brings to any company, it is critical that we not forget that the culture of the organization will change as well.  This article brings awareness of the significance and importance of culture when two companies come together to make one. . More times than not, the people, that element that makes a company what it is just as DNA is the essence of individuals,  tend to be ignored.. If you say the word “Culture” around people familiar with mergers and acquisition deals you will likely get two schools of thought. One will acknowledge how important culture is to the success of the deal or two they will give you examples of misalignment that they witnessed or experienced.

Perfect Examples

Barbara P. worked for a mid-size company in the early 2000s that was sold to a large corporate conglomerate in the mortgage industry. She was in senior management and had helped the smaller company expand and prosper from earlier days. The CEO of the company was very gracious and kept her informed of what was going to happen and how they were going to be impacted, introducing her to key players of the new company. Of course, when the deal completed things changed. she got to keep her title and a compensation package was arranged so she didn’t lose anything and in fact got to sell more than the former core business. New boss, new processes, new training – all good but she was also told that there were many sales managers in this company (old and new) and territories were being restructured. She was now going to be focusing her business energy in a much smaller demographic and oh by the way, she could no longer service xxx or xxx companies who she had created strong, successful working relationships with over the years. The bottom line, she lasted four months and decided the new big company culture wasn’t for her. Since then, the big company acquired more companies and then started splitting business entities off and in the process lost a lot of really good people., Even today this company is feeling the impact of their failure in merging cultures.They continue to have a lot of challenges with customer service, customer retention, and morale of staff. Another mortgage professional shared that her experiences with numerous mergers and acquisitions in the past 13 years were both good and bad.. Poor communication became an issue when one party thought they knew everything and simply took over making decisions without considering the need to discuss them with others.. Her suggestion was that all parties involved in the decision process go into the project believing they can learn from one another and make a better, stronger, more efficient company. It’s here where cultural differences can be identified and addressed. Jeanne D., another mortgage professional we spoke to was involved in several mergers. One example was the acquisition of SourceOne Mortgage Services by CitiMortgage. As part of the Wholesale Management team, she was involved in the merger.  There were rumblings about the number of meetings on “best practices” and comments from leaders “that the bank was not going to change how we do our business. Staff who understood the merger and blended into the new culture stayed, others left.

One of the primary issues is that most organizations have not yet developed a structured process around integrating cultures. Why? Because culture involves the behavior of people, the business outcomes they produce and what influences the behavior - complex and difficult to measure..Too often only those who have been burned by not addressing culture, truly understand the value of investing time and money in cultural integration and change. Former CEO of IBM, Louis Gerstner wrote in his book Who Says Elephants Can’t Dance - “I came to see, in my time at IBM, that culture isn’t just one aspect of the game – it is the game.”

What’s Common

 Most often, business leaders are focused on getting the deal closed. Integration teams tend to be more focused on getting structures, systems and processes integrated. They tend to forget that to actually make the deal work, the integration of the cultures also has to be a main focus. A company that typically does not place much value on communicating, and communicates infrequently or ineffectively, will be less likely to take the time to clearly articulate and share the real context of the deal beyond what goes to the market and press. Without a culture of open and regular communication, the company is less able to connect well with employees to gain their buy-in and support for what is required for success in the newly combined organization. Previous articles on multi-generation leadership have talked about companies with a strong hierarchical “command and control” style of leadership who are likely to find it difficult to accept or appreciate ideas from others.. If the other company has a collaborative style of leadership and culture, there will be a misalignment which will cause difficulties in completing the deal and could erode the value of the two merging together. And good people will probably leave from the company with collaborative leadership.

And Here are Some Facts

KPMG conducted a study on corporate culture and found that 83% of all mergers and acquisitions failed to produce any benefit for the shareholders. Over half actually destroyed the value of the transaction.. This study included over 700 deals in a 2 ½ year period. The results of this study showed the cause of these failures involved the people and cultural differences. If the mergers/acquisition involved foreign companies with different cultures, this caused even more failures. Success of mergers and acquisitions is based on operational change where most people concentrate and spend their time and focus.  This includes financial focus through valuing the assets, determining the price and doing the due diligence. Most processes stop here and the deals get done. Leaders tend to ignore or discount how the upcoming changes will impact people. Fear sets in, emotions come in to play, survival becomes a focus and because all these are human traits, they tend to be discounted as irrelevant to the business transaction. These human challenges need to be recognized and focused on before, during and after the deal is started and completed. Productivity, economic value and sustained growth can be negatively impacted if it’s not. How can this be productive you may ask and not cause mass hysteria or panic? If the leaders from both companies sit down at the initial stage of discussion and talk about what needs to happen during the process and how they are going to prepare for the changes, the success gauge goes up. Investment banker, Berkery Noyes predicted that mergers and acquisitions in the mortgage industry started accelerating in 2009 and will continue to do so for a several more years. We see this weekly in the banking industry when the FDIC publishes their Friday reports of bank failures and acquisitions. Vendors are acquiring more and more companies so they can become the “soup to nuts” providers for the banks and mortgage companies. Fidelity and First American have been doing this for years., Equifax, Inc. acquired Rapid Reporting, ISGN Solutions, Inc. acquired a division of FISERV.  Mortgage technology companies are joining forces enabling the combined company to offer efficiencies and new product offerings to their clients.

Because of more stringent lending guidelines, heavy government involvement through legislation and regulations, a paradigm shift is occurring where more emphasis is being placed on fraud prevention, quality risk compliance and risk-mitigating technology solutions. Noyes says there is huge opportunity in the mortgage technology arena for companies to merge and consolidate. Compliance and auditing solutions used to be considered “like to have” and now are considered “need to have” which means even more opportunity to continue to merge and acquire. The bottom line is that these types of transactions are not going away anytime soon.

Human Capital Institute conducted a study in 2007 on leadership and culture and the success of M and A transactions found that to have the best chance of success some basic approaches need to be followed.  Among these are:

             Leaders have to instill in their employees a level of commitment, engagement, confidence and comfort to work through difficult transitions. They need to inspire a sense of purpose, coherence, community and trust that allows employees to remain focused and highly engaged on the job. A recognized respected leader assuming a prominent, visible role can be a comforting anchor during a turbulent sea of change. These leaders can be instrumental in creating a shared culture that embodies the business strategy of the new combined organization. Transformational change is inevitable and can be disruptive. The acquiring company creates disruptions around boundaries – changes in goals, strategies, ways of doing things and customs of the old culture.  A good question to ask is “how is this going to be dealt with, with the least amount of disruption?

·         80%-90% of employee behavior is determined by the way leaders attend to these challenges. Employees look first to leaders for guidance about how to react and behave, for motivation and for focus. Employees want to believe that leadership cares about them. When employees are convinced that leaders genuinely do care about them, they become more open and willing to make necessary changes. Companies that foster a high degree of leadership visibility and involvement during the transition instill a supportive organizational culture with a better than average chance of success. What leaders say and how they act can inspire a shared sense of purpose, coherence, community and trust, which enables the employees to focus and to remain highly engaged during the M&A and post-merger integration. Working on this alignment during the first 90 to 100 days is crucial.

Human Capital Institute also reported a case study on the acquisition of CIGNA Corp. by Prudential Financial, Inc. (retirement services) – combined total of 2600 employees. Leadership was highly involved in every aspect of the integration and was highly visible to employees of both organizations. The president of Prudential was part of the integration team and led a “command center” comprised of eight business leaders (equal number from each company) who met daily to set direction and track the progress. The leadership team was announced and in place three months before the deal was completed. This team immediately focused on building an aligned culture, including a strong internal and external brand. The new company’s stock outperformed the Morgan Stanley Capital International index by 50% eighteen months after the deal closed, demonstrating the key role of leadership in providing positive direction and focus for the new business entity’s identity and culture.

So, what needs to change?

By taking time to dig in a little and talk, getting various perspectives from the leadership team and getting some clarity on what people’s roles and expectations are will bring a higher level of success to the deal. So, the question is how to get the leaders to embrace this concept of culture. Sometimes it will include putting ego aside  and reflecting on where they will define success in the merger/acquisition. Asking oneself, how important are the people in all of this and what is the legacy I want to leave or create?

Here are some examples of questions regarding culture that should be asked in discussions with the leaders:

·         What is the impact of the merged cultures?

·         How effective are the leaders in implementing the transition?

·         Because the landscape is changing rapidly, how is the company handling conveying the message to the staff?

·         What are the biggest challenges around the upcoming mergers/acquisition?

·         What will be different with the blending of the cultures?

·         With the combination old and new leaders joining forces, what needs to happen to blend the culture, acquiring respect and trust amongst each other?

Bottom line

Some leaders will take time to reflect and embrace the value of including culture in the process when they are considering a merger/acquisition. They will see that they can’t ignore culture if they want to create long-term success of the new merged company and will communicate to the people a clear message that they care and offer support and encouragement.

About the Authors

Barbara Perino, CPCC, ACC is a trained and certified professional executive and leadership coach. Barbara spent 16 years in the residential mortgage industry in regional and national sales management capacities for property valuation and residential mortgage service providers. One of her strengths and success is working with company cultures.

RJBWalzak Consulting, Inc. was founded and is led by Rebecca Walzak, a leader in operational risk management programs in all areas of the consumer lending industry. In addition to consulting experience in mortgage banking, student lending and other types of consumer lending, she has hands on practical experience in these organizations as well having held numerous positions from top to bottom of the consumer lending industry over the past 25 years.

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 [RW1]This says two schools of thought, but there is only one identified.  Is there another that you wanted to include?

 [RW2]You need a reference here

 [RW3]A study on what?

Over and Above

I want to talk about a couple of local restaurants who I feel go over and above regular customer service which can be somewhat lacking here in South Florida.

Casa Maya - I am a big, big fan of good Mexican food and Casa Maya produces fresh food made to order. It's a small little restaurant located in Deerfield Beach, FL in The Cove shopping center. Emilio is the proprietor and he makes sure that everyone who comes in to eat is greeted at the door and is taken care of. If you know him, you get a hug. He stops by the tables or his manager stops the tables and makes sure everyone is experiencing good food and their needs are met.There are no long waits for tables or food and prompt, friendly service.

Oceans 234 also in Deerfield Beach.  #1 - being able to sit right by the ocean and eat a meal and have a drink....you can't beat that. #2 great service, great food, great cocktails, friendly staff, prompt service, they keep the menu fresh and the environment fun. Always some theme or activity going on with live music, fresh decor, dancing, people watching, seasoned wait staff. I always recommend this place to out of town guests.

Trattoria Romano in Boca Raton. Newly redecorated restaurant located on East Palmetto Park Rd right before you go across the Intercoastal bridge. Owned by a chef who also owns Cannoli Kitchen, a fast food, fresh pizza delivery place also in Boca Raton. Trattoria Romano is romantic, has a new bar and the look and ambiance of being in Italy. The food is wonderful, so many dishes to mention. Professional wait staff who make sure your needs are taken care of, very attentive, want the diners to have a wonderful experience. Have to eat there before season otherwise you will have a wait and a reservation is a must.

Over and Above

Today I am going to talk about three companies who go over and above on their customer service, how they value their employees and who are run by inspiring leaders. The three companies are Zappos, Southwest Airlines and Tom's Shoes (FYI - Tom stands for tomorrow abbreviated).

I have forwarded videos and articles on Tony Hsieh who leads Zappos and the culture he has created so I don't think I need to say much more although I encourage people to go to their web site and simply peruse the site, especially the area of "who they are". Great company, young compassionate leader.

Southwest Airlines just appreciates their people and they hire people who fit into the culture they have created which is to take care of their customers and have fun in the process. Yes they have to get serious at times and deal with issues but they do it diplomatically and if there is a problem, you can go higher up to get resolution which doesn't happen very often. They are efficient, turn the planes quickly because the flight attendants clean up the cabins, your luggage gets there when it should and if not, they handle it. Bottom line, you know what to expect when you fly Southwest. They don't charge for the first bag and they don't charge if you have to change your flight (go to the website for more clarity on this). They have kept their business plan simple in the type of plane they fly (737s), the friendly staff, the snacks they give out, the boarding process, how you book - which is directly with them, no seat assignments, etc. My favorite airline although going cross country, probably not going to fly them as I know their limitations.

Tom's Shoes - a for-profit company whose policy it is to give a pair of shoes to the less fortunate for every pair they sell.  Innovative leader in Blake Mycoskie. Now is doing the same with eye wear and sun glasses. Hugely successful, well run, knows the value of helping others.

Over and Above

I am currently reading Howard Schultz's book "Onward" which is the story behind why he had to come back into the role of CEO of Starbucks overseeing day to day operations and the importance of culture, customers, society, sustainability, etc. So while I was walking on the beach this early a.m., a thought came to me to post comments on those companies and people who go over and above in customer service and caring. I decided to blog on who I feel fits into this category or who shows up in my life that I see makes a difference for others.

Starbucks has to be among the first I want to comment on as I have always been a fan of their coffee and the experience they create for customers. Not only do they instill passion into the partners who work there to serve the customers the best coffee experience but also they have created a wonderful space for gathering of all sorts of people from business people, students, housewives with babies, etc. People are on their lap tops, IPads, smart phones, doing homework, conducting business meetings, reading, etc. The company offers health insurance to all employees - full time and part time and stock options to the same mix of people. This is unheard of in most companies. They stay current on what the current trends are in their environment and what people want in drinks and food in their stores and make the necessary changes when needed.

Howard Schultz is an example of a great leader who cares about his staff, customers, he generously gives back to society and cares about our economy, community and the world.

What Are Some of The Thoughts of Leaders of Companies Identified as "Best Company to Work For in Florida?"

Here are some thoughts of executives who lead companies voted the best place to work:

- Creating an environment where people can be successful and motivated and not assuming leadership knows. This CEO conducts monthly breakfasts for staff (small groups) where questions are asked and thoughts are shared.

- Important that employees feel safe and secure about their future which in turns creates achievement and contribution. It's important that the company exceeds their expectations when it comes to employees.

-Creating a career plan for each employee which causes inspiration. Team environment is very important for problem solving and including families in gatherings is as well. Encouraging and rewarding skills development and implementing employee's ideas.  Encourage risk taking, inclusion in growth programs in the community; providing timely and accurate feedback; cross-training and job shadowing; building unity through employee-led community service initiatives is stressed.

- Creating an work environment where there is trust all around and people enjoy being there is important.

- Got to have good communication throughout the company. Have to have wellness programs and team building projects throughout the year.

- Training, training, training - we spend 20% of our time training both personal skills and project, tangible skills.

- Got to have fun in what you do; have to listen to your employees and make changes accordingly. Engage employee in task forces to help with change. All this creates more collaboration.

So, you can see that traits like open communication, trust, team work, having fun, respect for everyone and other values are showing up in companies described as great places to work. If you lead a company, step back and ask yourself if there is something here we can talk about and implement.

I have a lot of passion around being hired by a company that is growing and needs to set a plan in place from the beginning that is going to be a place where people thrive, contribute, talk, collaborate and respect each other and in the process build success.  If you know of a company that wants to Be like this, have them contact me.

Zappos' CEO, Tony Hsieh's Top 10 Ways to Instill Customer Service

Hsieh's Top 10 Ways to Instill Customer Service in Your Company

1. Make customer service a priority for the whole company, not just a department. A customer service attitude needs to come from the top.

2. Make WOW a verb that is part of your company's everyday vocabulary.

3. Empower and trust your customer service reps. Trust that they want to provide great service . because they actually do. Escalations to a supervisor should be rare.

4. Realize that it's okay to "fire" customers who are insatiable or abuse your employees.

5. Don't measure call times, don't force employees to upsell, and don't use scripts.

6. Don't hide your 800 number. It's a message not just to your customers, but to your employees as well.

7. View each call as an investment in building customer service brand, not as an expense you're seeking to minimize.

8. Have the entire company celebrate great service. Tell stories of WOW experiences to everyone in the company.

9. Find and hire people who are already passionate about customer service.

10. Give great service to everyone: customers, employees, and vendors

What Makes a Company One of The Best Place To Work?

Just finished reading the August issue of Florida Trend Magazine's section on "Florida's Best Companies to Work For". The article and data was broken into three categories - Large (defined by 250+ employees); Medium sized (50-249) and Small (15-49). Listed were some perks from the companies and definitions from the leaders. Here is what I distilled as unique for perks:

Diversification trips around the world (int'l co); sizable travel bonus award (travel co); recognize your peers program; rewards for using green products; $2K if involved in a catastrophic event; Wii video game olympics in each office; 25% discount on Tri-Rail; free dry-cleaning; Friday beer time at 3pm and Cuban coffee breaks; two annual all-day parties for all staff; bring your pet to work several times during year; monthly poker night; quarterly bosses dessert cart; 100% paid health benefits for employees and dependents (nice!!!); manicure/pedicure svcs. monthly; paid sabbaticals; joke of the day at 4:55 pm; themed, dress up lunches; 30-seconds in the money machine; flex-time/job sharing/telecommuting; monthly massages; taco Tuesdays at a local Mexican restaurant; golf games in the hall and "Minute To Win It" games.

You can see from the list that companies are getting creative and embracing technologies, the younger generations who are shifting the way companies operate daily.  It's important to include fun and variety in the daily tasks that need to get done. Good exercise is to think about how you can continue to motivate your team and staff.  Maybe find a new activity from the list above to integrate into your work place or think of something else. Who knows what will evolve?

to be continued......comments from leaders

Taking a Break - Vacatioin

I just got back from being on vacation in the mountains of Colorado for five days. Being there in the summer time is special, especially if you are a lover of nature which I am. Spent quality time with friends, enjoying leisurely dinners; bike riding down Vail Pass (14 miles); hiking around Mt. Evans where there were mountain goats and big horn sheep; attended a rodeo in Beaver Creek; walked and walked some more. I love to read and found time while out there to just sit and read, watch hummingbirds and enjoy a glass of wine and have some great conversations.

When you are focused on daily life, especially if it's business related, you need to step back from time to time to breathe, relax and find some peace. Very important for your overall health and well-being. Make sure you take time to do this even if it's only for an evening, a weekend or even better, a week. Other people will notice how calm you are on your return and you will feel so much better and refreshed. A good example of living life in balance.

21st Century Management the Zappos Way

21st Century Management the Zappos Way

Present Moment Awareness

So what were the lessons and gifts from yesterday?
     As I was driving down Hillsboro Blvd. I said to myself, most people have no clue that beautification has just been completed along the road as they were too busy with the thoughts in their heads. How many times have you gotten to a destination without even knowing how you got there or what you saw along the way? I appreciate that the city knew the value in sprucing up the place and am grateful for driving by beauty everyday.

After leaving Ellenville Moonlight Farmer's Market last evening, I just felt the sense of community as families  gathered to enjoy good homemade food, listen to music, buy fresh produce and plants and crafts/jewerly, experience acupuncture and massage, etc. More and more of these events are occurring around the country as people see the value of grass roots camaraderie. All it takes is someone to create the setting, reach out to merchants and invite the people. Small town America at it's best which can even be duplicated in large cities.

Today, our country is reeling from the stock market dropping by over 500 points yesterday and the uncertainty of the job markets, our economy, the crisis in Europe, etc. What shows up is fear and uncertainty. We are in the midst of massive change in how we do business, how much the government is involved and how the country is being led. Change can sometimes be very difficult but also needed and this is showing up this year in many forms. Lots of lessons and time for reflection. We can't give up or give in but do what we can to keep ourselves sane and resilient.

Present Moment Awareness

So I have decided to really focus on being in the present moment all of the time. Questioning the lessons behind situations, events, people who show up in my life and what it all means. Today is the first day that I am going to blog about my daily experiences. I am going to try and not bore you with all the details.  As I have gotten older, I look back and see how quickly time flies and I really want to benefit from what shows up at any minute during each day and be grateful for noticing.

Today I started out walking out onto our patio and noticing that even though we are in the midst of our hot, humid summer days there was a breeze and it really wasn't that uncomfortable being outside. When I got to the gym, I notice people spinning, playing basketball, working out with trainers, doing some cardio which I did as well but my main reason for going there this a.m. was for a yoga class. We have a great instructor, John who recently relocated to South Florida from Atlanta. He is fabulous, gets us centered into our breathing and also stretches us with some pretty strenuous poses (I love it and can feel it in my legs and arms). You leave class feeling grounded and at peace and stronger. Today he didn't show up and instead another young guy stepped in to lead. Not as great of an instructor as John but it was a good class.

My gym is located in Deerfield Beach on Hillsboro Blvd. The building is not well maintained and it shows a lack of caring as far as I am concerned. The city has been doing some landscaping upgrades which was really needed. It's taken about two years to get done (FPL problem) but Hillosboro Blvd. looks great, big palm trees, shrubs, bushes and new pavers. They are even repaving the road. I appreciate all of this. I bought gas for my car on the way home and the reason I mention this is there is a storm (Emily) out in the Caribbean which may impact us by the weekend. I am very mindful to keep gas in my car, money in my pocket and water in the house. When the power goes out after a storm, can be tough trying to find a gas station with power (although most have generators now), ATMs that work and we have to have clean water.

Heading to Ellenville this evening, a quaint gardening center in Boca Raton that holds local celebrations every Thursday afternoon. Local produce, food trucks, activities for kids, people selling their wares or raising money for charity are all there and there is music. Little hot while the sun is out but great gathering place for the locals.

Grateful for my sound mind, healthy body, people in my life.

212 - The Extra Degree Movie

212 - The Extra Degree Movie: "At 211 degrees water is hot. At 212 degrees, it boils. And with boiling water, comes steam. And steam can power a locomotive. The one extra degree makes the difference. This simple analogy reflects the ultimate definition of excellence."

First Follower: Leadership Lessons from Dancing Guy

The absence of trust on leadership teams

The absence of trust on leadership teams

The Dash by Linda Ellis

Sunset - Tuesday, July 20, 2011

Very grateful for the beautiful sky paintings in the form of sunsets I experience every night here in South Florida. Enjoy this one.

Your Prospect is Not Paying Attention!

Your Prospect is Not Paying Attention!

The Art of Not Selling

I am presenting an interactive workshop at the end of the month for people who are responsible for new business development and sales. We are going to focus on the importance of storytelling and humor; get off the phone and try other means of communication; and getting clear on who is qualified as a potential client/customer.

It's very important to try new ways of being and new methods to keep on top of your game. I love working with sales people since I was in that arena for 10 years before I got my coach training. Typically sales people are high energy, outgoing, love people and are hungry for success. One of the new tools that is becoming very mainstream is "storytelling". When you can share a story that relates to a conversation, it helps with credibility and allows for a genuine interest in what is being said. It takes practice but is very effective. There are lots of books, research, web sites on this. People relate to stories. It's very important to keep them short, have a point that relevant to the topic and use body language, facial expressions, voice to emphasize certain points. Infusing humor is also important.  Have fun when presenting or when meeting someone but be genuine in the process.  We Americans sometimes take life too seriously.

Many people do not answer their phones directly nor do they call you back. So, if you have a challenge around this, send creative emails or text messages (younger generation loves this), find them on LinkedIn, Twitter, Facebook, etc. The phone is just one tool that may or may not be as effective as it used to be. And most importantly, meet with people in person or possibly via Skype. People like to associate a name and voice to a face. Be open to trying many sources of communication.

Qualifying your prospects is very, very important. Why waste your breathe if the person you are talking with is not the decision maker, isn't in the least interested in what you are selling or there is no fit for what you do. Also, do some research on the company or the person first before you meet with them. Go to the company web site, check them out on LinkedIn (follow them), know the key players, how they do their business, etc. Google the person you are meeting with to find out a little about them. This saves a lot of wasted time if you practice this and gets you to success a lot faster. Always ask for referrals after the meeting especially if there is no opportunity with them directly. Now that they have gotten to know you and vice versa, the chances are greater that you'll get referred to someone else who could be important to your business plan.

Stay on top of what the latest trends are in sales and business development and be open to trying something outside the box, new and different. In the long run this will pay off in tremendous benefits for your continued and new found success.

The Importance of Creating a Cohesive Culture

Gallop states that for every disengaged employee it costs the organization an average of $13K per year per employee. It should be noted that further research from multiple sources in all types of industries, shows that for every 1% improvement in culture there is a corresponding 2% to 3% increase in revenue. What are you doing to improve your culture?

An Example of Innovation

Making a Change

Many business people want to implement a new idea, new service, improve the company culture, create more wealth, learn how to prioritize their business and on and on.....When they get serious about doing this, hiring a good coach can make the process easier to digest. Here are some helpful steps I guide my clients to do when creating change :

       - Ask yourself "Why?" - you want to get really clear of what the purpose/vision is behind this new focus. What will the benefit be for creating this change? How will it impact my life and my business? How will it How will you know if it's successful? What will be different? What will this change look like in six month, one-year, five-years?

       - What needs to happen? This is the Strategy Step. Get really clear and understand what your plan is and how long it will take to get it done. What's this going to cost me? How much time do I need to devote to this? Who else is involved? What is the message I want to convey to my staff, the market, etc.?

       - How (Implementation) Drill down all the details that need to be put in place as I create change; What are your timelines? Who is supporting me on this and how do I allocate my time? Who is holding me accountable?  Prioritize where your time is spent wisely and efficiently.

When you view change through this lens, the process will be much clearer, easier to manage and successful.

"Hair"

I got to see the musical "Hair" yesterday. The last performance on the road as they now go on to Broadway. Watching brought back memories of 1967 when it first came out. I got to see a version in California. I lived in Santa Cruz, California in those my formative years, the hot bed for the hippie, flower child movement. It's interesting in that I was not a hippie (my half-sister was). My finance (and then husband) decided to go into the Army and become an Army officer after college so we were far removed from the Love/Peace movement. We were stationed outside of Washington DC in 1969 when the peace protests were in full swing. Bus loads of love children were descending on the city in mass to protest the war. We had to be very low-key as military people. But I loved the music, the colors, the free-spirit of the people but I also felt somewhat removed.  I really didn't learn to appreciate this segment of history for many years until I was older and wiser.

Since I do a lot of leadership work with generations, this period impacted the Generation X as it was filled with all sorts of controversy for the United States - Vietnam War, Racial Integration, assassinations of key people, etc. The kids born from 1965 to 1989 experienced the fall out and results of all this controversy and new ways of living in our country. Generation X is a small generation but one that looks at life with a little more hesitation, questioning, feeling squeezed in the middle of two giant generations - Baby Boomer parents and Millennials. They are now filling management and leadership positions and are tolerant of Baby Boomers but impatient with the Generation Y - Millennials. Great opportunity to help bridge the gap between them; to help them understand that factors occurring when we all were growing up helped form who we are today and we can get along and be better at communicating, collaborating and sharing with patience and tolerance.There is a spot for everyone, it's just getting people to agree that work needs to be done on improving how we get along and work together.

Leadership - Generational Differences

Men and Women in Leadership – More Generational Driven

After much research into leadership styles, gender traits and generational issues, we determined that while there are leadership differences between male and female leaders, they are more similar than different from the Baby Boomers to the younger generations.  However, one thing that did become much clearer is that the most noticeable differences in leadership are not gender but generational driven.

The Traditionalists is the oldest generation in the work place today. The most prevalent characteristic of this generation is that the men typically were the leaders and the traditional role of women was to stay home and be the nurturer or if they worked, they were nurses, teachers, majored in the Liberal Arts in college, worked in retail or were in administrative jobs.

Differences do exist between the men and women who are leaders today, primarily due to their life experiences and expectations.  This article will focus on the Baby Boomer, Generation X and Generation Y leaders.  The underlying value systems of the  Baby Boomer generation are the same and as a result they both lead from nearly identical perspectives. 

While these differences originally distinguished male and female leaders, we have seen a merging of these styles into a blend of the best. Many of the traits that were once considered reflective of male leaders are starting to be expressed in a uniquely female approach. Likewise, traits that were once considered strictly female are often seen now in their male counterparts.  A good example of this was Edmund Muskie’s presidential primary campaign which was derailed when vicious articles about his family brought him to tears and ended his opportunity to be elected.  Yet recently the new House Majority Leader openly wept on national TV when discussing some of his most passionate issues with only a few minor repercussions. Today it is not unusual to find male leadership described as “humble” and focused on strengthening their listening and communication skills as well as visibly supporting staff members.  Women are also learning how to rely on their own strengths and, while continuing to listen to all discussions, asking “what’s your point” or “what’s the bottom line”.  As more women move into the “C” level positions and men grasp the value of many female leadership traits, they are collectively coming closer together in what it means to lead from a Baby Boomer perspective.

The generation of managers that are just beginning to emerge as leaders have a very different view of what it means to lead a company.The Gen X members have a very different understanding and expectation of even the most fundamental issues of leadership.

Gen X leaders come from the global perspective of wanting to make lives better, find solutions and opportunities that make society better while also benefitting the organization. They have no bias as to gender and accept leaders whether male or female; leadership is based on the expressed “passion to lead” rather than on expectations or the justification of having earned it.  The legitimacy of their leadership approach is based more on actions that have been taken and the results that have been achieved.  They tend to see the hierarchy of the Baby Boomer command and control as a hindrance and will minimize corporate formalities including offices and titles.  Internally they tend to focus on their career path yet their leadership is focused on finding solutions that have a broader benefit to society while being beneficial to the company. 

Since this is the first generation that “grew-up” with technology, they embrace it as one of the primary solutions to problems and opportunities, as well as the primary means of communication.  The emotions associated with leadership are often expressed through the numerous acronyms and abbreviations used in their technology communications.

While members of the Gen Y generation are already displaying traits that will set them even further apart from the Baby Boomers and separate them from Gen X leaders this population is still too young to provide a comprehensive understanding of their leadership traits.  Their overall focus appears to be on what they can expect to get out of a corporate position and will demand “meaningful” work no matter what position they hold.  Leadership in their view is not given; it must be purposeful and earned and those that have emerged as leaders are passionate about ensuring a tolerance for diversity in any organization they are part of. 

These individuals have been labeled stimulus “junkies” because of the multiple technological programs that have always been part of their lives.  They also tend to be blunt and expressive in their emotions and communication styles, whether the communication is done verbally or through technical means.

Research, while providing concepts and ideas, can be misleading if not validated in the environment in which it was originated.  In order to determine if these findings truly reflected what is going on in the workplace, we questioned some leaders to see if what we had found was reflected in the workplace. 

Almost unanimously those we spoke to emphasize those differentiators between men and women that were once commonly found are disappearing.  Whether due to mentoring, experience or other factors, male and female leaders are addressing issues in a similar fashion.  There was also a consensus that gaining experience and understanding the organization and an industry were critical to leadership; a trait that is consistent with the Baby Boomer generation.  Baby Boomers bring experience and tenure.  When faced with a problem Baby Boomers want to know the root cause before they try to fix it.  It’s important to know what was wrong with how it was done before.  Baby Boomers want to dig in; to understand the problems. Both male and female leaders listen to staff and coworkers ideas, and frequently bring them into discussions about identifying problems and solutions.

 

The Gen X and Ys have passion for the environment and one of their focuses is to be socially responsible.  Gen X and Gen Y also have parents who instilled work ethics in them; the ideal of doing it right.  Their use of technology as a communication tool is as important to them as working in a team environment. 

We looked at web sites from companies that were led by Baby Boomers and Gen X members.  These sites reflected the leadership values seen in their respective generations.  The mission, as stated by the Baby Boomer lead company was focused on making the company better so that it could help make society better.  This, they stated, would be accomplished through a strong work ethic, daily improvement and self-discipline.  On the other site, that of the company lead by Gen X members,mission statements focused on making lives better, maintaining profitability and having fun.  Both of these sites clearly include what is expected of everyone on a daily and on-going basis.  Both are successful companies.  However, the focus from which they make their statement is vastly different

While we began this article with the assumption that a female leader’s style would be very different, what we found instead was that they would have been nearly identical to a male’s leadership style in the Baby Boomer generation.

The male and female Baby Boomers are becoming much more consistent in their leadership approach; how does their leadership style fit with the more open Gen X approach?  Gen X is more open to new ideas, value the use of technology and see their responsibility to advance the greater good. On the down side Gen X are not concerned with “paying their dues” nor do they see the value in maintaining loyalty to any particular company. Because they use technology as the primary means of communication, their ability to form and retain relationships is questionable which most considered a significant problem since building relationships is critical to success. Overall they approach leadership as not a making the right decisions, but more of what’s the best solution. 

In order to take advantage of the best of all leadership styles there must be a conscious effort to tackle the issues that can keep people apart.  One of the most critical things we need to do is open the lines of communication between all generations and listen to what each is saying.  More importantly we need to do so with an understanding that we are coming at the issues from a very different view point, than of the Baby Boomer and Traditionalist generations.  Generation X and Generation Y have to understand the value of older generation experiences. 

And speaking of communication, Baby Boomers need to appreciate and learn how technology can reshape the way we do business, not see it just as a tool to support existing processes.  Gen X and Gen Y need to learn how to develop relationships and understand the value of personal connections.  

Baby Boomers, Gen X and Gen Y need to understand how to manage and motivate people that are not of their generation since for the first time in history four different generations will be working in the same workplace. 

It is not an easy task to change decades-long programs, policies and processes.  If these diverse groups are to work together to lead us into a new business environment in the coming years, they must learn how to overcome these differences.  There is still a long way to go in embracing and building the acceptance of multiple leadership styles that are a critical part of moving companies forward. 

About the Authors (next page)

Barbara Perino, CPCC, ACC  An Executive Coach, I help companies bridge the gap between the generations . bjperino@coachbjp.com

Rebecca Walzak, CQM  A consultant in the area of operational risk management, she is a 30-year veteran in risk management, operations and mortgage servicing environments.  Becky@rjbwalzak.com.

Watching A House Being Taken Apart

Behind our condo building is a large home that is being dismantled. There are new owners (younger couple with children) who just purchased this house which sat on the market for over three years. I don't know whether they will move in or sell as an investor. The former owners where elderly and probably wanted to move into something smaller and more secure for their retirement years, who knows? The house was a bit dated - green shutters, faded awnings, white wrought iron doors, gravel driveway, etc. As the workers pull off the shutters, break down the balconies, pull old flooring and tile out of the house, I wonder how this house served the past owners. What joys and family celebrations rang in these walls. I used to see carloads of people stop by on the holidays over the years. I know there is a pool and a lovely private backyard that served as a play area for kids, barbecuing, family gatherings. If this house could talk, what would it say?

As the house is being updated and changed, new experiences will fill the house with different energy, different people with different styles, life experiences, etc. I am excited to see how it will look when it's complete and who shows up regularly.

High School Graduation 2011

We just got back from Pittsburgh, PA where we attended my granddaughter Rachel's graduation from high school. Lots of memorable moments this past weekend. First she got her bellybutton pierced as one of her gifts (done before we got there). Secondly, she was awarded a scholarship to play volleyball at a local college next year. Third, her class of 2011 was the first graduating class for Center Valley HS which is a school made up of two high schools who merged. New mascot, new school colors, new leaders. Fourth, she also got her driver's license on Saturday.

The whole experience made me think back on my graduation in the 60's in California. What a difference a few decades make!!!!!!  We got our driver's license the day we turned 16. Now the kids wait longer, no rush to get it. What's the same - wearing caps and gowns and the tassel ceremony. Pomp and Circumstance is still played as the seniors walk into the auditorium. Speeches made by leaders,Valedictorians (2) and Salutatorians (2). No longer is it required that the graduates attend the Baccalaureate ceremony the week before - now an option. We had to attend ours back in the day. Rachel attended a locked down party in the school that ran all night - sponsored by the parents. We just went out to dinner afterwards and then attended private parties. As far as piercings - very few people wore piercings other than in their ears in the 60s. I didn't get mine pierced until I was in my 20's.  One thing that really surprised me was that the yearbooks aren't handed out until the end of summer. We had such fun getting it the week before the school year ended so you could collect as many signatures as we could and get/write messages from our friends, the teachers, whoever. I took video and camera shots at Rachel's graduation using my smart phone and digital camera. At my graduation, we had the old Brownie Kodak camera which had to have the film developed at the local drugstore and you waited for a few days to get the pictures back. This weekend I simply uploaded the pictures and video to Facebook within minutes.

Memories like these are precious and since I work with multi-generations in the workplace, great stories to share and fond memories; helping people understand how things change as time goes on and how important it is to remember the simple things that stood out as we move from one chapter to the next in our lives.

Carrots, Eggs or Coffee Beans Movie

Carrots, Eggs or Coffee Beans Movie: "All of us at one time or another have experienced a difficult situation, had setbacks, or dealt with our share of disappointment. Most things that happen to us on a daily basis we can’t control and I can honestly say (with conviction) that it is not what happens to us that matters but rather, how we choose to respond."

The Last Day of May 2011

I always like to spend some time reflecting back on the current month and do so on the last day of the month. I ask myself - what was I grateful for that happened during the month (this one is easy for me as I write in a gratitude journal every day (thank you Oprah). I also think about what lessons I learned whether they were good or bad. So for May, this is what showed up for me.

I am grateful for the beautiful weather we experienced this month. South Florida may be getting a bit warm and humid but the sun was out and living across the street from the ocean, we get wonderful breezes. Given the horrific storms that affected Alabama, Missouri and Oklahoma in May, we are lucky down here. I am also grateful for visits from dear friends from Tennessee, the good health of our children and ourselves. My Women of Tomorrow seniors got to celebrate at their senior luncheon in Miami; Daphney won a $2,000 scholarship. I get to work with wonderful clients who embrace change, including some new ones. I took up golf after 15-years and am now starting to play every week. I attended the annual ASTD conference in Orlando and met some very interesting people, became aware of new innovative training programs;  and spent quality time with old friends in Orlando.

The lessons I learned - literally Golf lessons which I need as I am a bit rusty. I continually learn to listen, slow down and embrace the present moment. I have had conversations that after rewinding, know it would have served me to have taken a step back and thought or breathed before I spoke. I am learning not to label people or pass judgment which is important for me as a coach. Everyone has their life challenges, experiences and agendas and I only have control over me.

I am looking forward to what June has in store and what shows up or disappears. I just have to let it happen.

Lessons on Effective Booth Duty

I attended the annual ASTD conference held in Orlando, this week. I have spent many a time manning booths for companies I have worked for in a past life. I really enjoyed the experience some of the time and always engaged people who stopped by or walked by. Since I now coach, I don't have the opportunity or responsibility anymore but I enjoy attending conferences and now love to walk through, engage people at the booths, observe who is effective and who is not (without judgment). So here are some of my observations:

What works - People who introduce themselves and ask questions including who you are and what you do before they tell you everything about their service or product. They don't get on their phones or laptops or sit in a chair. They don't have conversations with their co-workers, ignoring the people walking by. They look sharp, presentable, have energy and are mindful on how to pull people into discussions. The booth has something fun or food as give-aways or enticing marketing material. Their company branding is fresh and up to date.

What doesn't work - People who immediately have to share everything about why you need to buy their services or products without knowing if you are the ideal possible prospect. People who are there because they have been told they have to work at the booth and they would rather be somewhere else and it shows; they are disinterested in engaging people in conversation so they get on their phones, text messaging, are on their laptops or talking to their buddies or co-workers. They sit down if there are chairs or stay in the back.  The message here - "I don't like being here", "I have to be here" or "I don't know what I am suppose to do" (no one has told me how to be effective). High pressure selling is also a no no and a turn off.

The most active booths at this particular convention were the ones with hands-on learning, opportunities for people to interact, there were speakers, gadgets, games, food and the booths were just full of positive energy. Yes, there are large companies with big budgets who go all out to get people to the booths but you can also be small but effective by who you have there representing you; being clear on what your message is and have something that draws people to want to stop by.

I think there is an opportunity showing up for me to possibly create workshops around this that would be of value to companies/organizations and their staff. Hmmm, I need to noodle on this for a while.

Lessons of Life

Our journey on this earth is filled with lessons as we move through various phases of our lives. When you are aware of this and take some time to reflect on what these lessons are, your life will be less stressful and easier to manage. Looking into the mirror and asking yourself, "what did I learn from this experience?" is a practice that would be helpful to put in place. Simply taking a few breaths and rewinding what just happened....."how could I have reacted differently?" "What did I learn about myself or the other person in this situation?" "Next time I would. (fill in the blanks)" are some examples of reflection. Once you start practicing this, you will find you will quit beating yourself up, reduce your frustration with yourself or the other person and start being OK that what happened has passed and you can move on. Easier said than done? No, but it will become easier the more you are aware of your reactions/actions; what you have learned about yourself in the process and what you could do differently.

Everything is a lesson - many good ones and a few challenges in there to help make us better partners, parents, friends, spouses, employees,employers, etc. Relish the experience and move on. We only have control of the present moment. We learn from our past, we anticipate our future but to get there, we must be in the present moment. There are clues around us all the time to help guide us to new discoveries and better choices. Practice where you are and what you are learning in your life experiences. You will find that Joy, Bliss, Happiness and Fulfillment will be a lot easier to access.