Could Your Family

Or Business 

Get To 2011 Without

A Budget?

So what makes Congress think America doesn’t need one?

     We The People — the business owners and operators and managers and entrepreneurs and sales professionals — of the United States of America need to vent!

     We would like to understand how it could be possible that you, the Congressional Representatives of the geographic districts that our business interests occupy, are at the doorstep of foregoing a national budget this year. PLEASE explain.

     For the benefit of those not yet up to speed on this issue because you’ve been struggling with your own budgets, The Hill newspaper has just proclaimed that Congress may fail to even try to pass a budget this year because the Congressional majority claims that “they’ve pushed too many tough votes through the House to force another one before Election Day.”

     Rarely do I have much good to report coming out of organizations like the SBA, the BBB, the NFIB, or the C of C, but I just saw a copy of a letter from US Chamber of Commerce Senior Vice President Bill Miller that deserves three cheers from all of us. He challenges that feeble excuse quoted in The Hill with the following:

Tough votes? You mean like bending the rules and twisting arms to pass a flawed healthcare bill that America doesn’t want and can’t afford?

Or like rushing a vote on a financial overhaul bill that would create one of the largest bureaucracies in American history?

Giving up the budget process is their choice. It’s politics, plain and simple. And we deserve better… if Congress fails to pass a budget, it will show that it is simply unable to govern

… No budget equals failure. And right now, that’s something our country, our workers, and our employers cannot afford.” 

     How is it even possible that ANYone, even a politician, could imagine a budget-less organization — let alone a national government– being able to arrogantly continue charging forward while sinking deeper into the depths of economic quicksand?

     With continuing misplaced priorities and increases in frivolous federal spending, we — the business owners and operators and managers and entrepreneurs and sales professionals — are being driven aimlessly into the face of an all-powerful global economic storm… and not even a budget on the horizon?

     How would our own businesses do with no sense of financial direction or planning? One need not be a rocket scientist to see that our national and state economies are on shaky (to say the least!) ground in the midst of turbulent times.

     Yet we have elected politicians who have no business skills,  knowledge or experience, no sense of how to turn this mess around. All of us with small businesses already know that more spending of more money we don’t have, with no plan, is not going to do it!

     The only answer is:  A) To push members of Congress (with emails, letters and calls) to do the jobs our tax dollars are paying them to do and pass a budget we can afford, then B) VOTE THEM OUT IN NOVEMBER before they destroy all of our businesses.  

Comment below or Hal@BusinessWorks.US 

Thanks for visiting. Go for your goals! God Bless You! God Bless America, and God Bless our troops “The price of freedom is eternal vigilance!” [Thomas Jefferson]  Make today a GREAT Day!

“When Push

Comes To Shove,”

Keep Customers

Out Of The Way!

     Protecting your customer base at all costs needs to be Priority One. When people have purchased your products or services in good faith, they are putting their confidence in you and the business you own , manage, or represent. If you screw up that relationship and lose their trust, you have lost a great deal more than a customer or two.

     Long-time idol of mine, Roy H. Williams, Chief Guru of Roy H. Williams Marketing, Inc., and author of what may arguably be the best two essay collections ever written on the spirit of advertising in the universe of American business. The two book set. The Wizard of Ads and Secret Formulas of The Wizard of Ads were published in 1998 and 1999 respectively by Bard Press, Austin, Texas. 

     In his Secret Formulas collection, Williams quotes study findings from Technical Assistance Research Programs of Washington, DC, that you should know about. Chew on these highlights for a couple of minutes:

• For every customer who complains, 26 more will not.
• Each of these 27 unhappy customers will tell 16 others about their bad experience.
• Do the math: Every negative complaint you hear represents 432 negative impressions.
• By the time you hear a particular complaint 3 times, the problem has been mentioned to 1,296 people.
• It costs five times as much to attract a new customer as it costs to keep an old one.
• 91% of your unhappy customers will never buy from you again.
• But a focused effort to remedy complaints will get 82% to stay with you.

     Williams concludes this 2-page revelation with the three questions  to ask unhappy customers (calmly, genuinely, and without a defensive attitude) that he says (and I agree) “will bail you out every time”:

1. WHAT HAS HAPPENED?
2. WHAT SHOULD HAVE HAPPENED?
3. WHAT CAN I DO TO MAKE IT RIGHT?

     I might add that the best customer service businesses are those businesses without customer service departments and personnel. When all (every single) employees are trained to put themselves in the customer’s shoes, there should never be a need for the expense and excess baggage that a customer service group tends to burden a business with.

     Bottom line: When you accelerate arguments and draw customers onto a battlefield, you lose. Even if you win, you lose. Can your business afford all the negativity attached to your or your staff members’ short fuses? A little stress management works wonders and keeps customers coming back.

Comment below or Hal@BusinessWorks.US 

Thanks for visiting. Go for your goals! God Bless You! God Bless America, and God Bless our troops “The price of freedom is eternal vigilance!” [Thomas Jefferson]  Make today a GREAT Day! 

Complacence.

Ambivalence.

Indifference.

And the worst

of these in

management is . . .?

• Complacence: Self-satisfaction, especially when accompanied by unawareness of actual dangers or deficiencies.
• Ambivalence: Uncertainty as to which approach to follow.
• Indifference: Of no importance or difference one way or the other. Unconcerned. Not caring.

     So which gets your vote for worst? If you think about it for more than two shakes of a lamb’s tail, you’d have to go with (Ta-Ta-Ta-Tah-Tah!): Indifference. After all, isn’t indifference the worst of all human traits on the emotional spectrum, management or otherwise?

     Granted, nobody likes a complacent boss. Is smug another way of saying this? And certainly an ambivalent boss is what my father would have called “a weak sister.” Not having confidence in the pursuit of a solution or innovative approach is generally the mark of a losing leader in any arena.

     We seem to grow up thinking that LOVE and HATE are opposites and we tend to pack our collective feelings up and move them to one side of the continuum line or the other: LOVE at one extreme end and HATE at the other extreme end. And all kinds of empty space in between. And, BTW, isn’t this also what politicians and governments and nations do as well?

     Incorrect weird interpretations we experience –even at a universal level– become so ingrained that they become the rule rather than the exception. We (The People) go about loving and hating and thinking that we are light years apart by every measure when — in reality– we are really VERY close indeed.

     How is that possible?

The true opposite of LOVE is not HATE. It is INDIFFERENCE. LOVE and HATE are actually quite close emotions.

The true opposite of HATE is not LOVE. It is INDIFFERENCE. HATE and LOVE are actually quite close emotions.

INDIFFERENCE is at the extreme far end of the emotional spectrum from both LOVE and HATE.

     So what? Who cares? What’s it matter in running a business? At an employee confrontation level, keep focused on the fact that what’s expressed as extreme opposite viewpoints are — all things considered — probably very close.

     Sometimes the boss needs only to point this out. A line drawn on paper with “always/in every case/extreme” positions marked at opposite ends of the line and two warring staffers asked to put an x on the line where they see themselves in relation to the two extremes. The distance between the two X’s is the area of disagreement, not the entire line. 

     Almost always, when disagreeing employees can physically see (on a line) that the differences they thought were astronomical, are truly only moderately significant, they are much more likely to work things out, to the betterment of themselves and the business.

     You don’t need to be a counselor, shrink or hand-holder to make this work. I’ve seen construction team foremen and deep-sea fishermen pull it off in less than one minute, and never lose a beat with the work at hand. Next time someone draws a line in the sand, have her or him show you the extremes and where exactly he or she stands. 

Comment below or Hal@BusinessWorks.US 

Thanks for visiting. Go for your goals!

God Bless You! God Bless America, and God Bless our troops

 “The price of freedom is eternal vigilance!” [Thomas Jefferson] 

Make today a GREAT day for someone! 

J & J Leadership

Lessons

 Go Far Beyond

BandAids!

     We are witnessing now one of the world’s worst oil leak disasters. It could have been drastically minimized with immediate action. 

     Instead of responsiveness, however, we had eight days of Presidential foot-dragging in order to be preoccupied with more important issues, like trying to push Goldman Sachs over the edge of the political cliff without toppling in over them, and hosting a reception for the New York Yankees, among other such critical demands.

     Ah, but after eight days, when the White House finally did decide to step up, determined to save a token pelican or two, some key federal-titled muckity-mucks were actually “dispatched” with orders to report back in 30 days.

     Right, 30 days! How long would it take anyone you know who lives on a coastline to tell you that on top of 8 days of hundreds of thousands of gallons a day worth of leaked oil, we are destined to inevitably see that oil along the Eastern Shore? How about 30 minutes?

     WOO HOO . . . a little too little too late! Imagine taking this approach to respond to a business problem. You’d be out of business. Or, you’d be big-time up to the tops of your hipboots in debt with expensive apolgetic and advertising media expenses. Ask Toyota.

     Either way, the problem multiplies exponentially when responsiveness is not present. Without a sense of urgency built into your leadership position, your business is only as strong as the last time you took swift positive remedial action.

     The classic textbook example was, of course. when Johnson & Johnson handled “The Tylenol Scare” of 1982. They acted poste haste and authoritatively.

     J&J management breeds leadership. It doesn’t matter that you might have a mom and pop grocery store (are there any of those left?) or a 3-person home-based business, there is much to be learned about crisis management from the way J&J dealt with this potential disaster:

• Apologize immediately and completely.
• Act immediately.
• Tell ALL.
• Follow up.
• Stay invested in the solution and be transparent.

     Bottom line: RESPONSIVENESS.

     When you tackle a major problem head-on and immediately, the biggest risk you run is being accused of being over-zealous. What’s that compared to lost lives, lost environment, lost trust, lost credibility? The important distinction to remember here is the difference between reSPONDING and reACTING.

     When you reACT, you run the immediate risk of OVER-reacting, and that puts you out of control. When you reSPOND, you are acting with control, and you are ensuring increased odds of success. Seeking a practical control tool? Take some deep breaths!

Click Here to work with Hal NOW!

Comment below or Hal@BusinessWorks.US 

Thanks for visiting. Go for your goals! God Bless You! God Bless America, and God Bless our troops because “The price of freedom is eternal vigilance!” [Thomas Jefferson]  Make today a GREAT Day! 

“LIFE IS GOOD!”

says the shirt.

What says you?

“Bah, humbug!”?

“You’ve been a

pain in the butt

ever since

you were born!”

     You own, operate or manage a family business. God Bless You. Now let’s get down to reality. Odds are that you, or at least someone you work with, harbors resentment. And those upset feelings are getting in the way of business growth, perhaps survival. When we collect negative feelings about someone else, resentment is usually the accompanist.

     Resentment often takes the form of a demand that the other person feel guilty. In the classic Addison-Wesley book Born To Win, authors James and Jongeward suggest, “When you become aware that your resentment is growing, handle each situation as it occurs and with whom it occurs rather than collecting and holding your feelings, and perhaps cashing them in for a big prize or on an ‘innocent’ person.”

     The world renown educator/counselor/co-authors recommend the following steps for dealing effectively with resentment:

• “Try to talk the problem over with whoever is bugging you.

• When you attempt this, avoid accusing the other.

• Tell the other person how the situation is affecting you. Use the pronoun ‘I’ instead of an accusative ‘you.’ [For example, ‘I don’t like smoke; it bothers me,’ instead of  ‘You’re really thoughtless the way you blow your smoke around.’]”

• Remembering that the solution to any group problem lies within the group, James and Jongeward go on to urge that in a family group, it is helpful to set up “resentment and appreciation sessions,” which they point out need to have specific rules. Here is how they define that process:

• “Each person in turn verbally states the resentments he holds against the others; (it is important that the others listen but do not defend themselves. The statements of resentment are to be let out but not reacted to.)

• After resentments have been stated, each person tells the others what he appreciates about them.”

     When first learning how to conduct this kind of session, do it daily. After it can be done with ease, stretch it to weekly.

     In some working situations, resentment and appreciation sessions can be useful, “particularly where people work together closely and personal irritations occur easily. If it is tried, all members should agree to a trial period — say two months.” At the end of this period, the usefulness of the procedure can be re-evaluated. If “participants decide to continue, they could decide on adaptations and establish regular session times, like meeting once every two or three weeks,” or whatever seems “practical.”

     It should go without saying that an outside professional facilitator or family business coach can play an important role in establishing and moderating this kind of program. The more structured and enforced the process, the more likely it is to eliminate or minimize nonproductive ill feelings and be able to help produce positive results.

     Is all of this easy? Probably not. Does it take time? Yes. Is the risk reasonable? If everyone involved is agreeable to pursue positive and productive solutions, yes. Should you try it on your own? Possibly, if you are not personally involved in the resentment exchanges, or directly related to those who are, and have a firm but compassionate leadership quality.  

# # #

Hal@BusinessWorks.US 

Thanks for visiting. Go for your goals! God Bless You!

Make today a GREAT day for someone! 

The Cyberspace

World Bank 

is saving our

beat old posts

for just the

right occasion! 

     Maybe it’s too late to count ourselves out of the award-running for the World Cup of Stupid Internet Comments, considering how dumb that snippy-snappy email or website post was that we angrily tossed off a couple of years back when we were more irate and quick trigger-fingered . . . but we don’t have to have it start an avalanche.

     Remember that comment we posted on some website way back when? You know the one. It went something like:  

“If you knew even the first thing about business, you dumb geek, you’d get out of that garage of yours and get a real job while you return to the college you dropped out of, and furthermore, Billy Gates, if you think I would ever consider hiring you to even sweep my floors you’re sadly mistaken. You’ll never succeed unless you can stop dreaming and finish your education!”

     Like an elephant, Cyberspace never forgets. The comments we make today on mover and shaker sites like Twitter, Facebook, LinkedIn, BizBrag, Salesblogcast, iSALESMAN, Google, PoorIrishman, TBDConsulting and InterlakenInn are being watched and talked about. But so are the posts we put on downscale, disreputable sites like those commandeered by network media, incompetent government agencies, and porn purveyors — where what we have to say is given no more credibility than what’s said by the hosts.

     Almost all of what we have to say today that has any substance to it, carries with it the promise of coming back to haunt us (if not bite us in our respective butts) ten or twenty years down the road.

     Never before in history have we the people subjected our innermost thoughts and most volatile expressions to such states of accessible public permanence. Today’s passing thought will not land in a ribbon-tied bundle of letters socked away in a shoebox on some closet shelf or in some attic trunk waiting for discovery by distant generations.

     When we hit that email “Send” click, or website “Post” button, we are literally donating our private thoughts and feelings to eternal public scrutiny. It’s taking some time for this to sink in, but the reality of it is striking. Where else in history did people set themselves up to make scathing, heat-of-the-moment remarks only to have them be dissected and subjected to overkill, out-of-context evaluation 24 hours a day, every day for lifetimes beyond their own?

     The trick here is to:  

A) Think before we click  

B) Realize that anything we say, can and will be used against us in a court of public opinion (and having the right to an attorney won’t make a hill of beans difference!) 

C) Trash our computers and never look back! 

D) Overwhelm all of our friends and followers with a tsunami of upbeat messages that even our severest critics can’t help but cry tears of joy at our transformations. (“Kill ’em with kindness!” me mother usedta say.)

So, uh, before you comment below . . .                                                                             

Comment below or Hal@BusinessWorks.US Thanks for visiting. Go for your goals! God Bless You! Make it a GREAT Day! 

When you add

a splash of red

to a sea of blue,

people stop

noticing the blue…

     My wife Kathy (God Bless Her!) has been my business partner for 23 years. It takes an extraordinarily special relationship to survive and thrive in the same workspace AND the same homespace. 

     Oh, but don’t thinkI have a limited perspective on this. I’ve worked with every kind of FAMILY business imaginable … from restaurants, HVAC, farms, clothing, sewage, chiropractic services, heart surgery, landscaping, mattresses, trucking, dentistry, lumber, accounting, candy and travel, to manufacturing of computer and rocket-ship parts that fit under your fingernail. And that’s just my tip- of-the-iceberg list.

     Yeah, you might say, but just doing their brochures and websites doesn’t put you in the thick of things. How do you know what it’s really like? As a management consultant, trainer, coach, and counselor, believe me I’ve seen it all. I’ve managed succession planning, rookie coaching, crisis intervention, family foundations, partnership formations, partnership separations, and one fist fight.  

     The biggest problem with family business is family. Family relation-ships are a hotbed of emotions. Consider the statistics that claim every one comes from a dysfunctional family, which means there are an awful lot of weirdos out there. When the dysfunctional types become part of the family business, people see the business as dysfunctional. When you add a splash of red to a sea of blue, people stop noticing the blue.

Only a handful of really smart family business leaders have the good sense to realize a proven professional can help grow the business AND save the family.”

     When high emotions reign in a family business, you can be sure the business will not be a recommended long-term investment. Business ventures can be immensely emotional and supercharged, but keeping control of all that energy requires great leadership finesse, objectivity, and balance.

     Imagine a ship in a stormy sea, with an angry, blood-vessel-on-the-cusp-of-bursting, near-incoherent, screaming captain at the controls. You’d want to be figuring out the quickest route to the lifeboats. Some family businesses keep these stormy sea antics below deck, but they still take their toll.

You’d want to be figuring out the

quickest route to the lifeboats.”

     Here’s the good news: None of it is necessary. Here’s the bad news: Only a handful of family business leaders have the good sense to realize a proven professional can help grow the business AND save the family. The basic principles of anger management, stress management, time management, communication skills (especially effective listening), goal-setting, and leadership transparency are the ingredients of family business transformation and success. Someone who knows how and when to use these tools can help you get the red splash out of your sea of blue, and steady the controls.  

     The more generations involved, the greater the need. The more family members involved, the greater the need. The solution direction is simple. It takes a commitment to want to succeed, a willingness to share “dirty laundry” with an “outsider” (and a sense of partnership and perseverance with that outsider) to combine forces to make a difference.

     Family business growth and development is directly tied to the 4 R’s: Receptivity, Responsiveness, Responsibility and Respect. If those are present, an experienced coach can help them all work for the good of the business, and the good of the family.  

Comment below or Hal@BusinessWorks.US Thanks for visiting. Go for your goals! God Bless You! Make it a GREAT Day! 

“Lately, I see a lot of 

wise old hot-shots vs.

smart-ass young

rapper-snappers.  

You?”

The same woman walks into two competing retail stores with age-different sales styles:

“Afternoon, Ma’am, how’s that traffic out there today? You drive far?” greets her at store number one.

“Hi Ma’am. Let me show you to our electronics department. I’m sure you’ll be interested in seeing the new Apple iPad. Can you believe that thing can do…?” is the first thing she hears as she enters store number two.

Disagreements come to a head once again in the professional services business down the street:

“Frank? Pfffft! All he’s got is that dusty old Rolodex thing with a thousand scribbled and crossed out cards. I think we should rent an up-to-date email list and send out a blast announcing our new services; combine that with a big splash on our website and let people download the info pages –like an ebook — on the apps we now offer in exchange for their email addresses.”

“Jaysyn? You gotta be kiddin’— he’s been here for six months, tryin’ to run everything and doesn’t have a clue about customer service. The kid’s got a Black Berry wired to his butt and an iPod growing outta his ear. We need to work our existing customer base to announce the new services, and most of them don’t even have computers, never mind email addresses.”

You own or run the business. It’s your call. How do you keep everyone happy and still keep customers coming in the door? What do you do if the old guy is your brother (brother-in-law, cousin, your father)? What if the young dude is your nephew (your wife’s best friend’s son, your banker’s son, your lawyer’s son, your own son)?

[Just by way of momentary diversion, I’m reminded that it’s often been said that the biggest problem with a family business, by the way, is the family. Lots of stories about that. I’ll save them for another post.] 

So, you have to do — first and foremost — what’s best for the business, right? Can you and the business afford ongoing turf wars? Is it just an age thing or do two or more same-age-range feisty types engage regularly in territorial battles? “I was assigned Westchester County and she was supposed to handle Rockland; now you’ve got her doing Northern Westchester. What’s with that?”

RULE ONE for getting things straightened out: Get things straightened out! Sit down with the people involved and get each to speak her or his piece with no interruptions allowed by you or the opposition forces. Take notes. Ask followup questions and ask for examples with no interruptions allowed by opposition forces.

Make a decision and explain your rationale with no interruptions allowed by opposition forces, then get on with life. Do not put off a decision. Do not waver on the rules on engagement and do not waver on your decision. Once you’ve established this as a procedure (and it may take 2-3 times), you’ll see fewer and fewer disruptive turf battles.

If you don’t see the strugglers taking chill-pills, you will see more and more evidence about which of the warring parties is most out of line and probably least productive. Let go of him or her, no matter who’s uncle or daughter or neighbor is involved. Be nice about it. Offer relocation help. But — for the sake of your business — stick to your guns and “e-li-minate the neg-a-tive”! 

Comment below or Hal@BusinessWorks.US Thanks for visiting. Go for your goals! God Bless You! Make it a GREAT Day! 

ONLY 45% OF

AMERICANS

SATISFIED WITH

THEIR JOBS!

     It’s the worst it’s been in over two decades. The 2010 Conference Board survey underscores that Americans are not making good choices for themselves and their employers are making even worse ones!

     With more than half of the 90% of Americans who are lucky enough to be employed reportedly UNhappy with their employment, we may have an even bigger problem than job creation!

    Fortunately, it’s easier as a business owner or manager to do something about unhappy employees than it is to create and pay for new ones, especially when no realistic job creation incentives exist.

     Sure, a lot of people are unhappy with their jobs because the economy has cut their pay and benefits off at the knees, and maybe you can’t do anything about that right now — but you can provide more opportunities for employee involvement beginning right this minute.

     You can do a better job of engaging and motivating employees beginning right this minute.

     You can do a better job of promoting pride of workmanship (no matter what the job, product, service, industry or profession is). When? You got it: beginning right this minute.

     Is it worth it? Of course, unless you’re ready to just let go of your top performers without a fight. The longer you delay with pulling these “best people” into the boat, the higher the odds go every day that they will certainly get lured into a bigger, better-run boat.

     The longer you wait to throw a tow line to those who are floundering and dog-paddling around or who are trying to stay out of sight by swimming underwater around your boat, the more money you’re wasting everyday paying for what you’re not getting.

     Don’t shoot the messenger, but job creation needs government support that’s not coming. The token talk isn’t any more valuable than a handful of ping-pong balls thrown to someone who’s drowning.

     So, with that reality in your pocket, the only choice is to do whatever has to be done to pump up sales (note: not saving on utilities . . . pumping up sales; saving expenses does not make money). Increased sales generate increased revenues. By containing the greed factor, increased revenues should lead to increased profits. Increased profits allow you to create new jobs! BINGO! Economic turnaround.

     But let’s not forget that the key to all this is for you to initiate an immediate job satisfaction turnaround!

     If you can’t save your best people and get your weakest swimmers into life-vests and keep everyone involved with genuine and transparent leadership activities, with teaching by example, with sincere compliments and back pats, you’re in trouble.

     If you think this is all unnecessary stuff, you are sadly mistaken. You are choosing fantasy over reality. You are not appreciating that while none of this may be important to you, it’s life or death to other people’s job happiness.

     Right now more than half your people are not in the boat. It’s pretty hard to be a leader if you don’t have any followers. Need some help? 302.933.0116. or Hal@BusinessWorks.US — I’m here.      

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