Saturday, June 30, 2007

LNB #043: Who Are You REALLY Listening To? Customers, Maybe?

"We're committed to excellent customer service."

Interesting idea. However, I'm not sure that we really are. Most of the time, I assert, we're too busy listening to the little voices inside our heads. I mean the voices that are constantly filtering our experiences--judging and assessing, telling us that we agree/don't agree/like it/don't like it/seen it before/trust you/don't trust you and on and on and on. With our little voices giving us the blow by blow from Radio Free Saigon, it gets a little tough to hear much of anything else.

So, are we really listening to our customers, vendors, suppliers, employees and business partners? Probably not.

Setting up listening posts, routine ways to listen to our customers, can be a daunting undertaking. We face loss of management control, changing the fundamentals of the business, reliability of information and scalability. We tend to contact people only when there's a problem we're trying to solve--not to learn about how to improve services that are already great.

Request for Help
If you have a contact at MTV, send me an email. I have a business associate who's trying to make a contact there.

Resources
Good to Great: Why Some Companies Make the Leap... and Others Don't
Surveymonkey.com
Send: The Essential Guide to Email for Office and Home
Lessons in Listening to Customers (has the overview of the Vodaphone survey)

Listen Now: 25:47


MP3 File

Monday, June 25, 2007

The iPhone Launches and Now There's Global Peace

Is it me? Or does it seem to anyone else that the launch of the iPhone is being heralded with lots of iHype? New industries are springing up as people are trying to figure out how to get out of their current cellphone planes to switch to a plan that utilizes the iPhone features.

Now, many of you know that I love hand-held tech and should have already been standing in line for this one. I just don't think we're a love match.

Here are a few things that concern me:

  • You can only use it on AT&T service (which 2/3 of users don't have)
  • It doesn't have a removable battery, so you can't keep an extra battery charged and on-deck (saved my bacon on numerous occasions). If it goes bad, you have to send it in for replacement--just like the first generation iPods.
  • The face of the iPhone is vulnerable to damage. I have a clamshell designed, Kyocera 7135 smartphone. After years of use, there is not a single mark on the screen. Point of fact, when I took it in to my local Wireless Toyz store (I go there to breath in all that tech air), the owner snapped a picture of it "I've never seen something so old that was in such great condition!" Get ready to purchase a case to fix this design flaw.
  • It's a multimedia device that lets you do some work-related stuff (email, calendaring, etc.). Just don't count on being able to do those bread-and-butter things easily. There's still no verdict on whether or how well it will interface with corporate servers (like the Blackberry).
  • There's no mechanica keyboard and no stylus. You tap an onscreen keyboard and programmatically, the iPhone guesses what you're trying to write. Neat. However, mechanical keyboards have proven to be difficult for women with fingernails and men with fleshy fingers to use.
  • Credit Suisse, in their analysis of the market, think that women will be the surprise buyers, purchasing the device like it was a new Prada bag. They're banking on female vanity. Um, good?

I wonder what everyone else is thinking.

The Case of the Wandering Pants

Where do I start with this one? Picture this: Man's down on his luck. Man gets new gig. Man needs pants let out so his suits will fit. Man brings suits (with pants) to cleaners. Cleaners can't immediately find one pair of pants. Cleaners finds pants later. May says "pants they may be, but mine they aren't." Man sues cleaners...for $65 million.

The man was administrative law judge, Roy Pearson, who insisted that he'd been lied to. Seems that Custom Cleaners had a "satisfaction guaranteed" sign up in their shop--a sign that, according to Pearson, was the height of effrontery. His calculations of damages included the hiring of a private car to drive him weekly to another dry cleaners for the next 10 years.

Curiously this was all over the international news (read Greta Van Susteren's interview and in-depth discussion of Judge Roy's pants with the Chungs' defense attorney--if you can stand it).

The courtroom scene had drama and pathos. Judge Roy cried over his pants...and so did Mrs. Chung, co-owner of the shop. It had international news and a courtroom filled with more reporters than family, or anyone else. The judge in the case sided with the Chungs, giving Judge Roy nothing. In fact, he may be paying the court expenses of the Chungs to boot and faces disbarment.

All in all, a very sad case: I think Judge Roy has other issues I hope he gets help for.

In the Washington Post article, Karen Harned, executive director of the National Federal of Independent Business Legal Foundation is quoted as saying "Small-business owners like the Chungs live in fear every day that they will be the next victim of a frivolous lawsuit and could possibly lose their business."

In an age of law suits filed because spilled coffee is actually hot, it is something for those of us in business to be worried about.

Sunday, June 24, 2007

...And My Inner Nerd Quivered with Delight

Scientists, inventors and researchers. Oh, my! Just my kind of place. For about sixty bucks plus my travel expenses, I can roll in tech at Wired Magazine Nextfest until my head caves in.

I wanna go. Maybe, if I take vitamins and meditate and don't drink anything with caffeine, I won't roll around on the floor moaning at all the tech toys.

I doubt it.

Saturday, June 23, 2007

TED Talks with Ngozi Okonjo-Iweala: How to help Africa? Do business there.

Years ago, I heard a talk from African business and civic leaders with one challenge: We want trade. Not just aid. Ngozi's talk is a very fine one and she actually refers to that talk (Africa: Open for Business).

Now, what am I going to do?

Friday, June 22, 2007

LNB #042: Virtual Offices/Real Power

We're not in business the same way we were in the PE (pre-email) days before 1987. Small businesses are proliferating in a curious way. Non-micro enterprise businesses with between 11 and 499 staffers have declined from 12% in 1997 to 9%. Micro enterprise business, however, has grown by 95%, with 76% of that growth coming from firms with no employees at all. Over half of those new businesses are being operated out of people's homes, lofts and garages.


Yup. The business horizon has changed! Along with that, people are challenging their thinking behind choices for administrative and office services. Intelligent Office locales like the one here in Indy, are helping firms get all of the flexibility and prestige of the bigger, bricks-and-mortar dogs while staying lean like their other flourishing clicks-and-mortar brethren.

People who use Intelligent Office, tend to be forward-thinking firms who consider:
  • Ways to get more out of their scheduling system (even if they're firms of one)
  • The real need for office space (either permanently or on an ad hoc basis)
  • How to get the most out of their current administrative staff, if they have one.
  • How they'll supplement their administrative staff for less complex tasks (like mailing and booking appointments)

The IO staff route calls, book appointments, handle mail, create mailings while at the same time offering modest rates for premium office space for hourly, daily, weekly and monthly lease.

Part of the challenge in using a service like IO is shifting one's thinking from the traditional to the innovative. For me, that meant the 4 months it took for me to realize that I could set up my cellphone to ring over automatically to my staff at IO if I wasn't answering.

They've bailed me out in crises (mother's death, father's grave illness and husband's emergency hospitalization) allowing me to keep my business rolling rather than being forced to close up shop.

Love the book, Working from Home, by Paul and Sarah Edwards. It's a must for people who run SOHO's (small offices/home offices). Here's an interesting article on virtual office service uses you might also enjoy.

When you find Chris from Intelligent Office, be sure to congratulate him on becoming a new papa.
Listen Now: 40:22

MP3 File

Thursday, June 21, 2007

Stephen Colbert Interviews Expert on Email. Choice!

Stephen Colbert interviews Will Schwalbe on his new book, Send: The Essential Guide to Email for Office and Home. If Will can hold his own with Colbert, I'll bet his book is a winner. I'll let you know more after I give it a read.

My Keyboard is Covered in WHAT?!

The computer keyboard on my black HP laptop looks pristine every time I type there (and you know how I feel that this laptop is charmed by angels). So, when I heard the NPR report on grimy keyboards, I walked quietly over to a computer with a less heavenly pedigree...my company's file server, steaming cuppa tea in hand, and gave that off-white keyboard a look.

It was disgusting. There was some kind of junk on the most used keys and the color...well, wasn't exactly factory fresh (to describe it, I'd say a brownish-gray crayon had melted on it). I've washed it but have resigned myself. over the years, to the junk as a cost of doing business.


Hospitals and other health care centers, routinely scrub down their keyboards for more than aesthetic reasons: "The average keyboard harbors 400 times more bacteria than the average toilet seat" -- germs that can lie in wait for the unsuspecting typist for an entire day.


So, what have people done to ease the microbial burden on their keyboards? Of course, put them in the dishwasher! The keyboard comes out spotless...yay! But after it's scrubbing, it doesn't work...boo!


Enter in the Seal Shield company, whose keyboards are dishwasher safe (I kid you not). Now, rather than worrying that the hospital staff will be passing along colds, flu's and other contagions, they can be easily scrubbed every day.
For those of us who share keyboards, this is something to consider. Unless, of course, you like looking at that yearly accumulation of the sweat, tears and Diet Coke from projects gone by.

More Raving

I got a call from a dear friend. He's started a consulting firm after having been a senior internal training and management consultant for a multi-national firm and an attorney in private practice before that. He's a good guy and a talented one, to boot (always wanted to work that phrase into a conversation).

He was explaining that he hated what's commonly practiced as sales and networking--that these processes leave little room for generosity or authentic communication.

I'm with him. I hate this aspect of sales and I don't like spending too much time with people who are the comsummate salespeople. You know who you are and you know that people run from you at parties and family gatherings, so don't give me any of your lip.

Wednesday, June 20, 2007

Plato, the Ring and Spam

For this one, I'm going to mess with your noodle a bit. Hang on.

I had two calls today from an auto-dial telemarketer needing to speak with me immediately about my credit card accounts. They were offering a lower interest rate (an astonishing 6% and change) and I needed to dial 9 to talk with an operator. My offer was set to expire soon and this would be my only chance.

They called twice.

The second time, I did ring through. A cheerful voice asked me if I was on hold to reduce my credit card interest rate. "No," I replied "I just want to get taken off your list." Her response? A sing-song "That'll never happen!" Then she hung up.

I had no way to contact them again (number was blocked). To let you know what I did, I called the state's Attorney General's office and lodged a consumer fraud complaint and a complaint for violation of the Do Not Call list.

Here's the baking-the-noodle bit: Plato predicted this call.

In book 2 of The Republic, Plato told the story of Gyges of Lydia, a trusted shepherd for King Candaules. One day, there was an earthquake and a cave opened up. Gyges entered it and found a mummified king on a throne wearing a gold ring that rendered Gyges invisible when worn (ever wonder where JRR got the inspiration for a magic Ring that made you invisible while corrupting your soul?). He pocketed the ring and arranged to be one of the people who gave a report to the king on his flocks (kind of a sheep damage report). There, under the cloak of invisibility, he killed the king, took his wife for his own and staged a coup d'etat, crowning himself monarch.

Now fast-forward a couple of thousand years to my call. It's clear that, if I had a way to trace her call (no data on my called id) she wouldn't have behaved that way (OK, I'm assuming here). It's also clear that they're likely to call again.

Plato wondered whether our character was a social fiction caused by the fact that we are seen.

Suppose now that there were two such magic rings, and the just put on one of them and the unjust the other; no man can be imagined to be of such an iron nature that he would stand fast in justice. No man would keep his hands off what was not his own when he could safely take what he liked out of the market, or go into houses and lie with any one at his pleasure, or kill or release from prison whom he would, and in all respects be like a God among men. Then the actions of the just would be as the actions of the unjust; they would both come at last to the same point. And this we may truly affirm to be a great proof that a man is just, not willingly or because he thinks that justice is any good to him individually, but of necessity, for wherever any one thinks that he can safely be unjust, there he is unjust. For all men believe in their hearts that injustice is far more profitable to the individual than justice, and he who argues as I have been supposing, will say that they are right. If you could imagine any one obtaining this power of becoming invisible, and never doing any wrong or touching what was another's, he would be thought by the lookers-on to be a most wretched idiot, although they would praise him to one another's faces, and keep up appearances with one another from a fear that they too might suffer injustice.

Huh! Are we righteous in our business and personal dealings because we can get caught? Would we do the right thing even if no one knew? Would we be idiots if we did?

These questions have had me reflect on my business dealings and I've found some troubling things. One of the most troubling was the case of a manager who'd left his desk keys and computer passwords to his most trusted employee and then gone on vacation. I got the call from my husband, who was an IT manager, asking me "what do I do here?" Seems the employees opened the desk drawer and found folders full of child pornography. As an HR rep, I took care of the standard stuff: he needs to be let go, locked out of the system, etc....and when we meet with him, we need to support him in getting help.

He was one of the warmest, friendliest people I'd ever met and one of my favorite people at that company.

And he'd been corrupted by the Ring.

We speed when we think we can't get caught, buying detectors to help us stay invisible (I, too, have found myself surprised by how fast my car will go), we pause at stop signs (my Dad calls them optional stops late at night) and the list goes on. Spammers try to get in "under our radar," scamming us out of our information, at times moving their operations off-shore to countries that are unconcerned with this type of crime....and the cost of doing business (for the consumer and the business operator) continues to climb. Earlier this month, Robert Alan Soloway, 27, was found guilty of sending billions of illegal emails daily. He could face over 60 years in the pokey. And he's only one of many spammers who may, unfortunately, never come to justice. His tsunami of spam costs companies billions in lost productivity as well as lost intellectual property (customer information and other company secrets). Oh, and the impact on workplace relationships is becoming more strained as employers are trying to protect themselves from the actions their staffers may take under cover of darkness.

My thinking is that this culture of invisibility is increasing the operating costs of business. In the example of the suspiciously low credit card interest rate (a 6% interest rate offer is like an offer of dollar gas), I can't see this as anything other than fraud. Get you to cough up your particulars and then use them for nefarious means.

Here's my question: in our business dealings, where are we operating under the cloak of invisibility? Where are we thinking that just because we can't be seen that we're free and clear? Does it matter?

(Side Note: Thanks to my college philosophy professor from so long ago, Martin Curd, for introducing me to this story. Goes to show you how applicable the things we learn can be when we think!)

Does Paris want a piece of the View

Rosie leaves, Paris is in the slammer and then this happens. After reading this article, my spidey yorky sense started tingling, and it hit me. The View got addicted to the sweet nectar of day-time ratings during the Rosie episode. My precognition is firing on all cylinders on this one. Tata Simple Life, watch Paris transform her brand from blondy to brains in 45 days flat and see why the term bad publicity does not exist in the world of branding. It's just how you manage it.

And the Pope Says "Thou Shalt Drive..."

This is summer. Summer tends to give us more time behind the wheel...time behind the wheel on the road with the sweaty, unwashed masses (but not us, of course). Those of us who travel for a living, either between cities or between appointments, can attest to the fact that people are getting a little more (choosing words carefully here) aggressive.


I saw one man get flipped off and almost ran off the road laughing. The chick with the finger was sporting one of the spanking new "In God We Trust" license plates on her rage-mobile (still laughing just thinking about it).


So, now Il Papa (the Pope, for those of you who don't know the two words of Italian I know) has waded into the fray with a 36 page document put together by a blue-ribbon papal panel. In it, they say things like:

  • Make the sign of the Cross before you travel and pray while on the road (not bad advise if you drive in Boston, LA or Atlanta!)

  • Thou shalt not drink and drive

  • Thou shalt not make rude gestures behind the steering wheel

The document goes on to remind us that driving can bring out our most "primitive" nature and we can get caught up in our vehicles as vanity-stroking, status-announcing ego machines.

Still, we get ourselves wound up tight before we even get to our important meeting--so much so, that it steals our calm and focus. Me? I know that late afternoon drives on the north/northeast side of town may be somewhat, um, troubling, and plan accordingly. It's so much easier not to be an ass (let someone in it you can see an exit coming up and they're trying to get over) if we leave early.

Watch the BBC report. Something to consider!

Tuesday, June 19, 2007

Moving to a 20 Hour Work Week? Really!

I was reading this Workforce Magazine online Quick Take on the purported demise of the 40 hour workweek and it got me thinking. As a long-time business owner, I often work more than 40 hours a week to get all of the customer, administration, marketing, service development and other tasks taken care of.

Now, before the "work-life balance" wonks get themselves into a lather, it's about choice and what works rather than rigidly adhering to a system that doesn't. I do my best, creative thinking late at night and love to crash (side-by-side, laptops at the ready) with Garland in front of the TV to watch The Daily Show and the Colbert Report (and yes, we have actually IM'ed each other during the show--so we don't talk over Jon or Stephen...and stop snickering...you've got your own brand of weirdness, I'll wager).

I remember my HR days when we adopted a new performance management criterion. Work-life balance was a new criterion and no one (and I do mean no one) knew what it meant. Managers were a little timid about staying late (they did anyway) and professionals were concerned that if their balance was off (according to whom?) they might not be eligible for promotion.

Like I said: it's about what works.

Research agency Gartner Inc. cites the proliferation of digital communication and collaboration tools in the rise of "digital free agency" and say that by 2015, traditional work schedules will have gone the way of the albatross. Retirees, working parents, workers with aging parents and GenXers are increasingly unwilling to work a rigid workweek that requires them to build personal priorities around work.

Work has to work for the worker.

Monday, June 18, 2007

The Future of Coaching? What Future!

Oh, Lordy! I've been chatting with Jonn, a friend and fellow consulting professional, on the future of the coaching profession. He was wanting to know where I thought this industry was going to go.

Truth is: I'm not a real fan of the coaching industry, as it currently sits. There is little agreement on the skills and training that makes up a coach; the skill set is interdisciplinary and still the accrediting bodies want you to take coach-specific training (huh?), so people take whatever courses are available just to get or keep their accreditation and not to build their skills; and the name "coach" cannot be branded (like "realtor"), so anyone can refer to themselves by that moniker. The coach training organizations are making their money teaching skills, but tend to have little to offer in terms of setting up your firm, so the failure rate hovers at upwards of 96% in the first year!

I used to teach principles of coaching at NYU and coach skills training for another international company. The students were an interesting lot, some seeking to learn about themselves, some looking to make a career change and others, well, they could have told me a hundred times and I still don't get what they were in there for. True to my earlier statement, years later, they weren't making any money or any difference for the people they wanted to impact.

A few years ago, I saw this episode of Penn & Teller's Bullshit--a brilliant riff on the coaching industry. How did I laugh? Like a goon!

Penn and Teller's Bullshit Episode on Life Coaching (part 1 of 3)




Penn and Teller's Bullshit Episode on Life Coaching (part 2 of 3)




Penn and Teller's Bullshit Episode on Life Coaching (part 3 of 3)


Thursday, June 14, 2007

Everybody falls...

As I studied this graphic, the most obvious trend to me is that ALL of their numbers fall. Also, none of these presidents, not a single one has ever gotten back to their starting number.

Why….

I’ll tell you why, you already know. Candidates spend ginormous amounts of lucre to build a brand and deliver a face that people would love to vote for. After some time in office, the real grimy reality begins to show through the shiny fake patina of glossy showmanship.

Sometimes this is how brands go through life. We vote with our pockets and they fade from the shelves and from our “top of mind”. It’s like we say back home in Jamaica;

“Fi si yuh an’ fi live wid yuh, a two diffrent sin’ting”
(to see you and live with you are two different things)

Will there ever be a president that can endure the grueling time in the White House. Can a brand survive a bad review or customers leaving your service. Sure it can, Just pray you take less than 4 years to fix it.

Wednesday, June 13, 2007

Indiana Advisory Group's Women's Leadership Series: Collaborate and Win!

First, thanks to Mike McGlothlin for the kind invitation to be with you and to you for your warm welcome. I appreciate your attention and your interest in the subject matter. We had a great conversation and, in the interests of keeping that conversation, going, I offer this online space for you to continue challenging and sharing with each other.

Keep collaborating!

I'm providing this blog entry as a reference point for your questions and comments--particularly on how you're attempting to apply what you've learned. Further, if you find additional resources you'd like to share, you may do so here.

Also, if you find others who would like to hear elements of my talk, please let me know. I'd be happy to meet with other groups.

Cheers,
Lalita

Friday, June 08, 2007

LNB #041: Sales vs. Referral Mindsets

OK. You’ve started lining up your raving fans—people who know, like, understand and trust you. You’ve begun meeting with them, but are concerned that your relationships are starting to feel the chill. Consider these two broad mindsets when meeting with your raving fans and the prospects they bring you.

Sales Mindset (Referral Mindset concepts in parentheses):

  • People who may need to be "sold to" (Raving fans find people who are ready to be buy. Need established by your raving fans who can ask more and better questions than you can based on their relationship)
  • Convinced of your competency (Prospects found by your raving fans are predisposed to be believe in you by their business/personal associate. They already trust Jane and come to you believing that you'll be trustworthy as well)
  • The sales rep is responsible for moving the prospect through the sales prospect (Your raving fan moves the prospect through the sales funnel)
  • Lower level of repeat business (Raving fans generate more business with more of a likelihood to continue and expand. They are much more comfortable with the sales process and feel more confident in doing business with you).
  • Longer sales cycles (The work of your raving fans produces sales more quickly).
  • Demonstrations are a must (Your raving fans have already demonstrated your competence, referring prospects—people they know—to your website or your sales literature. They need little more convincing. Instead, be sure that you’ve asked them for their understanding of your product or service and see if they need any more information—it my not be the information you think).
  • Now that you’ve lined out these two broad ways of thinking, consider this: both are necessary for prospecting using your raving fans. No matter how hot the prospect they bring you, you will still need to be skilled in the nuances of closing the sale. The fish can still jump off the hook.

The challenge is keeping your referral network, well, working! One of the chief ways you can cabbage-up your network is by selling to them. Given the amount of information you’ll be giving them so they can better support you, they’ll know if they need to have a conversation with you about a paid client arrangement. Trust me on this one: Don’t push.

Another challenge is in the lack of reciprocity that can occur between business associates. The feeling can be “if she wants me to help her, she’d better ask.” Interesting sentiment, however, she’ll be more likely to tag you as the stingy-gus you are and never help you again. Instead, ask her “Where are you challenged? And how can I help you win here?” Spend real time focused on her business and be willing to champion her business.

Pay it forward, my friend.

References:
Endless Referrals, Third Edition, Bob Burg
Get More Referrals Now!, Bill Cates
76 Ways to Build a Straight Referral Business, ASAP!, Lorna Riley

Listen Now: 27:58 minutes

MP3 File


Thursday, May 31, 2007

OK, So I Was Worried About this One...


You all know I love my brother, Perry, the Constable on Patrol (COP). He's told me how to stay safe while traveling, how to keep my computer from being pilfered and how to keep from having my noggin knocked in while walking downtown with my PDA and cellphone.


When he asked me to give him the phone number for a friend, I must say I was a little afraid of Officer Friendly. "Trust me, this will be cool," he claimed. My mind wandered back to all of the mischief I led him into when we were young. I told you: I was afraid.


Then, I got a call. The caller id showed the name of the buddy I'd forked over.


Cool.


Here's what I learned. There's a company called spoofcard.com that lets you use their calling features to call someone else using a caller id alias. This one took me a minute to try to find a nice neat business application. Found one. Say, I'm traveling or using my cellphone to make an important business call and I don't want people to see the other number I'm calling from (or for the cellphone, the "Blocked Call" indicator you get when using a cellphone). I enter my office line (which has my business caller id name) and place my call. I can record the call for later playback (very nice if I'm on the road and don't have a good way to write down the particulars of the call).
More soon as I begin to use the service.

What Hotels Don't Want You to Know

Summer business and leisure travel schedules are starting to perk. However, the pricing policies of most hotels can leave us pretty cold. Here are a few tips I've found that help increase travel satisfaction.

I didn't pack my power cord!
Check the lost and found. Most hotels will let you borrow a charger from their lost and found. Be sure to check here first: power cords and cellphone chargers are the items most frequently left behind.

Tip the housekeeper
Be sure to meet your housekeeper and introduce yourself. People who tip are less likely to be robbed by a dishonest staffer. Also, if your housekeeper knows you, there's less of a chance for someone to break into your room while it's being cleaned and pretend that it's you.

Empty your wallet
Thieves have gotten clever. They only take one card, leaving the rest to lull you into a false sense of security. Travel only with the cards you'll actively be using. Leave the rest at home.

Book your room late
Rooms are more expensive in the morning. Better: wait until after 6pm (4pm in NYC and San Francisco), when the hotels have wiped out the reservations that weren't secured with a credit card. The hotels are eager to let those rooms go, and offer some great deals.

Call the hotel directly
The 800 line sends you to a call center where they don't have the authority to negotiate rates. If you get the 800 line, ask them to connect you to the hotel itself.

And while you're at it, negotiate everything
Parking, phone calls, Internet connection. Don't assume: ask! If the hotel is having an off day (like, the parking lot's mostly empty), they may be willing to take your offer. Be sure you're talking to someone who has the authority to act.

Wednesday, May 30, 2007

Below the Surface of Microsoft Surface

Microsoft has created a spanking new computer-table, er, compu-table, a computer-integrated table for sale only at coffee shops, restaurants and other commercial enterprises. This new computerized tabletop is human touch sensitive and interacts with our digital devices, like cameras, pda's and cellphones. With it, you can place your order from your table, and when it comes, you glass can activate a commercial for you to enjoy alongside you latte. Um...*

Privacy activists are already concerned that you could inadvertently get your information sucked down by just putting your purse or wallet on the table--of particular concern for use at Las Vegas casinos.


Listen to NPR's Michele Norris as she chats it up with Glenn Derene, senior technology editor for Popular Mechanics, regarding the "Microsoft Surface" or read Glenn's article.

Test Drive...Your Competition?

The direct competitors for the buyers of the Saturn Aura are the Toyota Camry and the Honda Accord. Coming soon to a Saturn dealership near you, you'll be able to test drive the Aura...and the Accord...and the Camry, right at the Saturn dealership. Fully confident that you'll see superior quality and ride in the Aura, they put their money right where their mouths are.

I've often wondered what would happen if I told people "Let me take you to the websites of my best competitors so you can compare them to my offerings."

Wednesday, May 23, 2007

How to Prank a Telemarketer

This is Lalita being mischievous. So, if you're delicate, don't open the link (no pictures) and if you're at work, please note that it comes with sound (a recorded conversation).


I changed the listing in the phone book for one phone number for my company and have been bombarded with telemarketers and junk mail for that changed listing. Having found myself getting increasingly frosted by people calling to ask me how I like my copier, my toner supplier, my insurance, my cellphone and more, a friend sent this to me out of the clear blue sky.

They get me on the phone and just start, well, vomiting up their speil on me, whether I want to listen or not. One time, the telemarketer, frustrated with my lack of interested, suggested rather emphatically that I get a decision-maker on the line. I own the company and as President Bush says, "I'm the Chief Deciderator (sigh)."

I laughed like a goon.

Click here: How to prank a Telemarketer

Cheers!

Lalita

Image credit: Randy Glasbergen's

Sunday, May 20, 2007

So, First, I Think This Guy Gets an "F"...

This one's wrong in so many ways. Picture this, if you will: Business law course. Taught by a judge. Student in front row. Fiddling with cellphone. Cell phone continues to ring. Student lets phone ring. And ring. And ring. Professor-Your Honor asks student to put a lid on it. Student has other plans. Professor-Your Honor confiscates phone. Class ends. Student wants phone. Professor-Your Honor says he can pick it up from the dean.

Student calls the cops and accuses Professor-Your Honor of theft.

OK, so the professor forks over the phone after being grilled by the local constables. About a half-hour later, the student emails the professor to apologize, claiming that he had urgent family matters he was attending to.


Now, people in the discussion forum on the article are spending their time on whether the judge had the legal right to remove the cellphone. Their discussion sounds kind of daft to me. It doesn't have to be against the law to be rude, self-centered and disruptive. My rights end when they infringe on those of someone else's. Besides, the professor had the right to eject the student, cellphone and all, from the classroom and dock the fellow points for his absence. Knowing my cellphone phone was apt to ring, not putting it on "silent" and sitting in the front row...all the while not telling my prof that I was expecting an urgent set of calls is just, well, arrogant and dumb.

Think about it: we do this kind of dumb stuff all the time. Oblivious of the fact that our cellphone habits are disruptive to others, we just let that little bugger ring. Our calls are important, don't you know. I've seen people mumbling into their cellphones at movies, in church, in interviews (yup, I was the interviewer) and in meetings with employees, customers, new vendors. One client, sure that this call was critical, tried to answer a cellphone call...while she was with her granddaughter...on a roller coaster...at Disney World. She just couldn't figure out why she didn't have a life.


They operate with nary a clue that (1) they're being rude, (2) that there are others in the room trying to pay attention to the goings-on (or to them) or (3) that their attention is needed elsewhere.

Aside from whether we have the legal right to use our cellphones when we want (we may), we certainly need to be concerned about our reputations--how we're viewed. And how we're viewed comes, largely from how we leave people feeling. People thrive on feeling like they're important. Splitting our attention, while we firmly believe (despite all evidence from brain science) that we can pull it off, is a less-than-optimal way to operate. In multi-tasking, we don't give any task 100%. With each additional task, our overall task effectiveness drops further and further towards the "negligible" category. I've never felt good with a provider who says they're giving me 100% when it's clear that this isn't the case.

Clearly, if the student had a family emergency (and given my recent history, I'm not one to talk about being emergency-free), he could have still exercised better communication skills. If you're expecting an important call, center stage isn't the place to plop yourself. We've seen people take a call from smack-dab in the middle of the action in a seminar and talk and chat (loudly) out the door while others wait for them to get-gone or hush up.

Telling a customer, vendor, supplier, prospect, referral resource or employee that you're expecting an important, brief, unavoidable call (and that it's the only one you'll take during your meeting), is a sign to them that they're important and that you'll use your time well.

Better still: Don't interrupt your work with another because you're emergency-driven. You may squeeze in that call, while foregoing ever being able to call on that person again.

Ever.
(Illustration credit: Zach Riggin)

Saturday, May 19, 2007

Indy ASWA Presentation: The Five Key Questions...

First, thank you for your warm welcome. I appreciate your attention and your interest in the subject matter. I particularly appreciate the efforts of Shana Oakley in helping me design a presentation that best suited the needs of the Indy Chapter of the American Society of Women Accountants.

I'm providing this blog entry as a reference point for your questions and comments--particularly on how you're attempting to apply what you've learned. Further, if you find additional resources you'd like to share, you may do so here.

Also, if you find others who would like to hear elements of my talk, please let me know. I'd be happy to meet with other groups.

Best,Lalita

Friday, May 18, 2007

He Steals, Dum! Dum! Dee!

Please follow the train of thought, here. I'll make sense soon, I promise (oh, you trusting souls).

Last week I sent a package of lupins to my brother, Rodney in Atlanta. He's been calling me Lupins since saw the Monty Python episode on Dennis Moore he was 10 an I was 13. He laughed like a goon when he opened the envelope.

Yes, the flower Lupins. See, in these sketches, the fictional highwayman, Dennis Moore, a kind of moronic Robin Hood, who steals lupins to give to the poor. The poor, on the other hand, want food, medicine and money.

(Here's the tricky part where I connect this powerfully to the business of being in business...um, here goes....)

Have you ever noticed how clueless we can sometimes be with prospects? They may want something we don't sell, but, by gum (and I do so know what that means), we're going to find a way to foist off on them something we sell.

We're just not in their world, instead happily lazing about in our own particular orbits. I remember the first time I really listened to the answer when I asked a new associate I was meeting at a networking event "Where are you challenged and how can I help you?" To be frank, it took several passes at the question before he realized that I really wanted his answer (note: not the answer I could have set him up for). First, he said he wanted more money. Knowing that most people really aren't motivated by money, I kept asking. His answers surprised both of us. He wanted his newly-widowed mother to be safe. He worried about her at work and it was effecting his performance. She lived far away and he didn't want her to be lonely.


Now, instead of leaping in to tell him all about how I could help him, I did something completely different. I found someone who could help him with his mother, a family concierge who did errands and companion services for the otherwise-healthy elderly and arranged a three-way call to get them together.


Unlike Dennis Moore, I didn't offer him lupins when he wanted his mother safe.


He was delighted. Later, he surprised me by asking me for help on something I could sink my teeth into and referred me, generously, to others.



Thursday, May 17, 2007

Guess What? Another Hospital!

Goody!

So, my man, Garland, was hiding the fact that his chest goes thump-ouch when he walks up stairs, works out, walks too long or does yardwork.

He does these things a lot.

A good egg, Garland is (He's gorgeous, too). He knew I was worried about my Dad and he didn't want me to be worried about him as well.

He mentioned the thump-ow-y thingy to his doc, who sprang into action suggesting that he have a treadmill test whenever he got around to it. Well, Garland sprang into action with a, um, faster spring (I'll work on that), getting his test set up immediately and, one nitroglycerin tablet later was on his way to get his arteries reamed and a stent installed (kind of sounds funny).

This has had me thinking about the other things in my business and those around me that we're ignoring, hoping that in time they'll go away. Peut etre ("maybe," for those of you who didn't take college French or are we still replacing "French" with "Freedom"?) we should be springing into action on this stuff before it KO's us.

Just maybe.

Monday, May 14, 2007

LNB #040: Raving Fans

Santiago emailed wanting to know how to strengthen his business enough that he could quit his full-time job and strike out on his own. Last episode (Like Nobody's Business: How We Want to Work...and Live: LNB #039: Ready! Set! Go! (starting off on your own), we discussed the 4-quadrant business planning sheet to get him focused on what matters most. Now, we focus on generating a full pipeline of prospects using the power of your Raving Fans.

RESOURCES
At www.totalteamsolutions.com's whitepapers page, you can find the whitepaper "Create Your Kitchen Cabinet," which details how to create an advisory council. Use it to help you find additional customers and key business contacts.

Find and read Raving Fans (One Minute Manager) for more information on how to use the power of people who know, like and trust you to more easily generate new business.

FIND HIM AND CONGRATULATE HIM
Scott Forgey's the gentleman I was referring to on today's show. He's a former attorney and lead large group format workshops on personal and organizational transformation. He's started a new consulting concern, Corporate Training Professionals. Send him an email to wish him well.
Listen Now


MP3 File

Christopher Walken: Business Exemplar

One of the things I've learned in being in business is to expect the unexpected--the kind of thing that never crosses your fevered mind while you're sipping a latte in the bank drive-through line. I've met people who had a great business idea and should have been rich, but weren't. I've met people who stunned me with how little they knew about being in business, and by how much success they'd garnered.

I like hanging out on the skinny branches where anything can (and usually does) happen.

One actor epitomizes the unexpected: Christopher Walken. He's a much-lauded, talented and prolific actor with a creepily beautiful face. His movies have grossed over $1 billion in North America alone. He's been an angel, a video game character, a whacked out vet and an evil genius and then some and won't walk away from a part unless he just doesn't have the time. And then there's this music video ("Weapon of Choice" by Fatboy Slim):



Here's what I've learned from Master Walken: Try anything, don't stand on ceremony, be willing to see yourself differently, go broad, and then try going deep. Transform yourself in the service of what you love.

This has had me take several runs at my consulting business over the years, working on projects about which I knew little (like the country and western music video Internet project...ask yourself how much I knew about C&W or the Internet, for that matter, 10 years ago).

Cheers!

Sunday, May 13, 2007

What a Cool VOIP Phone

I've been here and there with regard to VOIP/Internet telephony. At one time, thinking that it was very very cool (read: inexpensive) thing, I signed right up.

And then the worries began.

Mostly, my issue was bandwidth: I was using Vonage on a Comcast Cable Internet line. Late in the afternoon and on weekends, there would be periods of low service--kids were getting home from school or waking up on the weekends to use the Internet. The cable company just didn't have the bandwidth I needed to prevent the poor quality of service that I experienced.

Also, there was a feature I needed that I couldn't get: the ability to turn off call waiting, preventing the annoying "BOOP!" during client calls that came into my line. I could turn off the service on outgoing calls and I could turn the service off completely. But I couldn't turn it off for a single in-coming call. This was important to my as I charge a significant hourly rate and my clients wanted to speak to my without interruption.

However, being one to make lemon chiffon cake out of lemons (fah! on lemonade), I've been lining up my little duckies until the bandwidth and service issues are sorted out. Until that time, I've been looking into Bluetooth enabled phones I can use and easily store in the PC Card slot of my notebook (no cockroach in my ear, thank you very much). Kensington has a VoIP Bluetooth Internet Phone that looks very promising. It supports Google, MSN, Skype and Yahoo telephone, boasts 4 1/2 hours of talk with 30 hours of standby time and weighs a whopping 1.6 ounces. The sound is clear (yay) but the compatibility with Vista isn't (boo).

It won't replace my cellphone, but the VO200 is state of the art cool.

Cheers!

Lalita

Friday, May 11, 2007

Java Fired and Wired!

Lindsay swills the first cuppa joe at home as she races out the door for a 7 am (who's bright idea was that) meeting at the local LePeeps. Then it's coffee break time, a jumbo iced tea at lunch, two meetings at Starbucks and dinner with a Diet Coke. She finds she can't sleep.

Wonder why. If she were taking her speed in pill form, we'd say girlfriend was "tweaking."

Schedules are more java-fired than ever with people drinking enough caffeine to rev-up a flagging Little League team. We're overworked, to be be sure, and now we're sleep-deprived, needing more caffeine to get us started. We find ourselves cruising for a buzz the way a newly-minted non-smoker hovers of a full ashtray.

Even after-work networking meeting see us drinking Bud Extra, Van Gogh vodka. Red Bull has become our idea of a nice mixer or a great chaser. There are Buzz Donuts (is nothing sacred?). And even lip balm has been spiced up with a jolt of Vitamin Caff. That last one is just wrong.

This is the funny part: in 1674, coffee was seen as a "newfangled, abominable, heathenish liquor" by those in polite society. Men spent more time in coffee shops than in bars, raising the ire of their genteel wives.

I remember my introduction to coffee. I was about 4 when Momma gave me my first cup. It was mostly milk, with sugar and a little vanilla. I can still smell it--warm and sweet. When our neighbors (French and Greek) offered me a cup (I was visiting, a small quiet child with wide eyes), I just knew I had to have it. They even had these beautiful Lita-sized coffee cups and saucers. They were espresso cups and the coffee was Turkish. After listening to me tell her every thought that had ever been in my tiny noggin at any point during the first five years of my life, my Mother took me back over to the neighbors house and explained that they could keep me until I came up for air and stopped talking.

The neighbors are still scarred.

I have to admit: I've got a tea jones going. Chai's my thing, with the anise, cinnamon, clove and black peppercorns. Served over hot soy milk (Lewis Black contends that this isn't "milk" but soy juice--just doesn't sound as good, though) and lots of honey. I have a wonderful travel mug, a Commuter, Double-Shot, Stainless Steel French Press. I can load up enough loose tea (or coffee for you other people) into the sealed compartment at the bottom, and then all I need is hot water throughout the day. Gives me enough for 3 cups of steaming joy.

My point? Hmmmm...

Coffee -- good! Sleeplessness -- bad!

Yeah (sip). That's the ticket.

Tuesday, May 08, 2007

CanI Help You? Can I? Huh?!

Seth Godin (Purple Cow: Transform Your Business by Being Remarkable, The Big Red Fez: How To Make Any Web Site Better and other bovine and color-coded biz books), in his blog posed an interesting idea: You can end a conversation--any conversation--by asking "May I help you?" Weird.

I've heard a man explain that he went shopping for a new freezer. His was broken and his frozen goods were steadily thawing in the garage. He and his wife went to the appliance store--not shopping, but ready to buy. When they walked into the store, a cheerful sales rep asked "Can I help you?" His wife's response? "No, just looking."

"Huh?" he thought. He's still wondering what had his wife, who needed to make a quick purchase to save hundreds of dollars of meats and other pricey perishables, refuse service that would have expedited the sale.

I hear prospects complain bitterly about what doesn't work in their organizations. "Ain't making the money I want" "Takes too much time" "Not as much fun as it used to be" and more.

Ask them to take action to change it and they balk.

What gives? For some, I think there's a certain joy in bitching. Now, you know what I mean. We all have a girlfriend or associate who has really bad relationship that's eating the life out of them. Ask them to consider changing it or leaving, and they offer their excuses for why it can't be any different. Others would gnaw off a limb before accepting an offer to help or to effect a change. Still others are afraid that your solution will work where their didn't.

Gladwell suggests, without saying it out loud, the use of open-ended questions, the kind that give people the change to give a rich answer, instead of leading questions that herds them between, sometimes, untenable positions ("When was the last time you beat your wife?"). Nasty.
Aside from open-ended questions, there's the matter of treating people like widgets. Open-enders give people the chance to think, providing answers that are richer than those given when asked "May I help you?"

Lalita Amos
llamos@totalteamsolutions.com

Saturday, May 05, 2007

LNB #039: Ready! Set! Go! (starting off on your own)

Starting your own consulting firm is not for the timid. One must think like an entrepreneur. Here are a few key areas of your business you should concern yourself with:

  • Administration: As I said, the tedious bits of your business that include your phone system, your location, your clerical support, your relationships with bankers, insurance firms, attorneys and accountants
  • Research & Development: How you develop your new offerings
  • Marketing: Key demographic information about your customers (or proposed customers). What they want, who they are, where they are, how they want to get it and how much they want to pay for it. Includes web, referral and other marketing systems.
  • $ (sales, sales support and product/service delivery): What you'll do to close the sale and delivery of the product or service is needed

Some very helpful books:

Listen Now:



MP3 File

Sunday, April 22, 2007

LNB #038: When the $%#! Hits the Fan (Disaster Preparedness)

Do you have a disaster plan? Given that we in the Northern Hemisphere are just entering hurricane and tornado season, we would do well to know what to do. Write a brief (you know how much I love working from one page) plan, including medical other disasters, give it to a trusted party and then practice.

However, there are those disasters that are entirely personal, like a very sick parent, partner or child. Do you know how to keep your business running or will your business run out of gas?

Some tips for your consideration:

  • Use an office service. I love Intelligent Office. Give them a ring.
  • Forward your land line to your cellphone (Note: You don't need to have a subscription to the Call Forwarding service to use this. You can use it and pay a single use fee. Check with your carrier).
  • Back up your calendar to your website (I'll post how to do with with some screenshots in a bit)
  • Create an away message (see your ISP or Outlook manual to learn how to do this)
  • Back up your contacts to the web. I use Cardscan, so I can synchronize my contacts to both Outlook and the web.
  • Put your accounting system on the web (I used Quickbooks Pro, which allows me to create an online account).
  • Consider take-it-with-you Internet service. This I didn't do. Instead I learned where the free wireless hotspots were in town and signed on there when I wasn't at the hospital.

  • Don't wait, hoping that everything will be a box of kittens the rest of your business days. This is something to get on top of.

    Cheers!


    MP3 File

    Thursday, March 08, 2007

    The 2007 Darwin Awards Are Here!

    Just so you don't get too smug reading about the myriad ways people have offed themselves you too could be setting your business up to shuffle off the economic coil...

    I'm getting the new book, The Darwin Awards 4: Intelligent Design (Darwin Awards) as soon as I bust my Dad outta here (yes, I'm still operating from the ICU waiting room....get it? "Operating!?").

    OK, enough from me for the day...

    Monday, February 26, 2007

    A Biz Disaster Can Strike with the Stealth of a Stroke

    I'm writing this from the public computer in the ICU waiting room in Lafayette, Indiana, about an hour's drive from my home in Indianapolis. Got a call this afternoon from my brother, Perry, the cop. That tone of voice was unmistakable--like the voice I heard two years ago that told me to get home right away and break whatever land-speed records it took to get there. This was another call like that. My Dad had been admitted, unconscious, to the ER with, what they feared was a stroke.

    What really worked, amidst the flurry of packing (I think I put out food for the cat--yeah, she's taken care of...) was the simple stuff I did that put my business "on hold" temporarily. Here's the scoop...

    I use a tele-secretary and virtual office service, Intelligent Office. They manage my phones when I'm away for vacations or on business, giving a personal "face" to my callers (who love Anna, by the way). Here, they're telling callers that I'm out for family business and, if I need them to, I can make a call to them and have them cancel or re-schedule my appointments. Letting them know I was going to be out for a family emergency, they will appropriately and professionally give the people I authorize more or less information. When my mother was hospitalized and passed away, they did things for my business I didn't even think to ask for. I just told them what was happening and they did the rest.

    My calendar is online, so the people at Intelligent office can help manage my calendar. This is a simple function that's included on Microsoft Outlook. Remind me and I'll provide some screenshots so you'll know how to do this on Office 2003 (until then, here are the instructions for how to do it on Office 7). Here at the hospital, I can check appointments and figure out which I can handle by teleconference when Dad can see the light at the edge of the woods and which ones I need to re-schedule.

    Contacts. Gotta love 'em. Also, gotta be able to find 'em. In additional to Outlook (into which I me AOL email into--a special mailbox on Outlook separate from my company email so I can read it all in one spot...and no stuff outta any of you for still having that email address. It was my first and I'm sentimental), I use the Accucard service bundled with my CardScan Business Card Scanner. When I get a new business card, into the card scanner it goes, then it synchs with Outlook seamlessly. Occasionally, it sends a friendly greeting to the people on my list, asking them to update their contact information if needed and synchs with Outlook again. The important part is that there is an online copy of my Outlook contact list I can access, say from the Home Hospital ICU waiting room.

    There's more, but what's important is that I can now focus on "that which matters most," my Dad (doing much better now than when they broke down his door to collect him).

    More soon!

    Cheers,
    Lalita

    Sunday, February 25, 2007

    Nice Mac Spoof (Internet Marketing)

    Nicely done spoof.

    I think that marketing is one of those things we aren't doing as well as we could. I've had clients who have created a web presence with no thought to how well their webworks carried their message. I use CardScan Executive Business Card Scanner (love it!) and am astounded, for example, by how little thought people put into determining whether their logos, colors and designs fax and scan (or turn into "mud").

    One-off actions won't work.

    Cheers,
    Lalita

    Saturday, February 24, 2007

    Climbing the Corporate Ladder (with real rope)

    I liked this report from Cash Peters of Marketplace on the behind the scenes success of the JanSport backpack line. I have several of these packs and use them for everything from carrying books to presentation supplies to items for an outing with my nieces.

    Here's Cash Peter's short version of his interview with co-founder, Skip Yowell, for those of us not fascinated by all things backpackery: "Boy meets girl. Girl, boy and second boy invent backpack. Backpack makes everyone incredibly rich. The end."

    Love it.

    What I found most useful in the report is how the combined the their passion for the outdoors with their pursuit of fun. I'm going to grab Skip's book, The Hippie Guide to Climbing the Corporate Ladder & Other Mountains: How JanSport Makes It Happen. Sounds like a great read. I'll let you know as I read it.

    Listen to this story

    Wednesday, February 21, 2007

    A Housecall for Your Computer

    As you know, I love my laptop (and any other gadget within five feet of me). Love it. However, last year, it got clobbered with a hijacker virus. It was terrible. I'll spare you the details of what it took to get it taken care of (it involved the sacrifice of some chickens), but in the process, I discovered a great free service. TrendMicro, which offers PC-Cillin also offers a very in-depth virus, grayware and malware scanner called PC HouseCall. It takes about an hour to run (so go get a bagel), finds everything and fixes it.

    Give it a try

    Cheers,
    Lalita

    Indy ASQ Presentation: Change or Die!

    First, thank you for your warm welcome last night. I appreciate your attention and your interest in the subject matter.

    I'm providing this blog entry as a reference point for your questions and comments--particularly on how you're attempting to apply what you've learned. Further, if you find additional resources you'd like to share, you may do so here.

    Also, if you find others who would like to hear elements of my talk, please let me know. I'd be happy to meet with other groups.

    Best,
    Lalita

    Monday, February 19, 2007

    Oh, I Like This Service!

    I'd heard about this service quite a while ago, but, traveling down the road looking for a phone number, I thought I'd give it a try. The service, 1-800-free411 (1-800-373-3411), is offered just like it says: free. Call from a land line, you pay zero. Call from a cellphone and you just have your regular airtime charges to deal with -- a far cry from the buck or two you can pay for just one regular 411 call.

    How can they offer this service? Here's the scoop: like network TV, 1-800-free411 has commercials. Dial in and an automated service will ask you for the location and name of your party and then provide you the number. While you're waiting, you listen to the very brief offer. Do nothing and the offer is declined. A great part of the service is that you can press a button and have the number you're seeking "texted" to your cellphone (if that where you're calling from). Very handy if you want to save the number to your contact manager.

    Cleverly, the second time I used it, I'd forgotten the number (and even more cleverly neglected to have them text-me the number). When I called back to get the number again, the nice automated voice asked me if I wanted the service to repeat the last number I called about.

    I was in love.

    Concerned about privacy (like anyone needs cellphone spam), I read their Privacy Policy. Except for the fact that your number is visible to every 800 service (even if you have it blocked) and that, if you have the service forward you to the party you're seeking, they don't capture your cellphone number at all. There's more on the site, so be sure to read it before you decide.

    Thursday, February 15, 2007

    LNB #037: Messy, the New Neat (organization & productivity)

    Neatness makes my head hurt. Really. Turn on the TV and you can see show after show wherein an "organizer" will show up and begin the military march towards organization. Too many nick knacks? They've gotta go? Old paintings that remind you of a former, more creative time? History. What I initially found so unnerving is how they would whisk the home or business owner out of the scene of the crime and then, when they returned, they would have a beautiful new space...and be left there to try to get something done based on what someone else thought was workable.

    Jeremy Caplan, in Time magazine article "Messy is the New Neat" says is plainly: "neatness is overrated."

    I once had an organizer attach herself to me at a gathering. She asked me about the piles and clutter which, according to her, must be busying-up my space. Didn't have any. Then she went to work, peppering me with questions about where I may be accumulating "stuff" I didn't need. Finally, after several interminable minutes, she pounced: "Icons! Your clutter is in your computer!"

    Rather than asking me if what I was doing worked, she started with the assumption that it simply couldn't...and then began offering her services to me in earnest. I found myself blinking at her over my raised soda and lime, trying to remember the quickest way to get my coat and head to the door.

    Truth is, I've been a neatness Nazi with my husband, Garland: I just didn't like how he worked. In an early fit of newlywed togetherness, I'd insisted that we share a home office. That lasted about 2 months before his piles of stuff began their blob-like trek towards my shrinking corner of the room. That stuff was alive, I swear it.

    On the other hand, I'd been the training partner of another consultant, Rick. He was notorious for only working on one thing at a time and having only those things he needed immediately on his desk. We despised him. Fast forward and there I was, eyeing Garland's stuff like it was a disease.

    Looking with an eye towards workability, Garland's way of working works for him, just as my desktop full of icons works for me and Rick's polished desk worked for him.

    Where did we get it that there was one way to organize? Peering into Garland's office, there is a logic to the piles that take up every corner of his space. He's crammed in his electric train run, tools, a bookcase that's full, two desks, a file cabinet and then there's the closet. He seems to defy my every attempt to straighten it up, but talks about "getting it together" almost every day.

    It's just how he works.

    There was a time when organization was considered a sign of an organized, disciplined mind. Clutter on the desk: clutter in the mind. Not so. Moderate mess is an indicator of nothing important about a person's character. Note: I said moderate. I'd been asked to help a woman from my hometown with a criminally messy house (yes, the police were involved) -- it wasn't safe for her or her small children and was an unfortunate sign of a serious mental condition. We threw most of what she owned away (it was all irretrievably soiled). That's something altogether different...and frightening.

    People don't think the same way and they don't organize the same way. Me? I think in parallel, keeping several projects going at one time. Others, like Garland or Rick, may keep several things out, but only work on one at a time.

    Caplan talks about effectiveness and how well people perform. Banish, the article suggests, the two hours a day straightening up. Use that time, instead, to be with family or advance your business or career. Authors Eric Abrahamson and David Freedman point to an example of serendipitous dot-connecting through paper desk clutter that lead to a Nobel prize winning scientist seeing a connection between cells and hormones. Their book, A Perfect Mess: The Hidden Benefits of Disorder--How Crammed Closets, Cluttered Offices, and On-the-Fly Planning Make the World a Better Place touts the benefits of relaxing schedules, foregoing compulsive filing, making friends with laptop clutter and, generally making peace with clutter.

    I'm not a fan of one size clothing or solutions. If you love to straighten and it energizes you, allowing you time to think problems through in new ways -- have at it. If it becomes one more thing on your "to do" list, consider dropping it.

    Listen Now: 17 minutes, 17 seconds


    MP3 File

    Monday, February 12, 2007

    LNB #036: Truth Telling While Selling

    This episode includes an interview with the fabulous Toni Nell of Springboard Consulting.
    Toni Nell of Springboard Consulting is a player. She’s worked with A-List clients (like Morgan Stanley) and been the go-to-gal for such business luminaries as Jim Horan (The One Page Business Plan) and Michael Gerber (The E-Myth Revisited). In her own right, she’s seen and done about everything in a sales context.

    Focusing on one of the key steps in her "Stop Selling Like a Man" program, she helps us understand the importance of truth-telling while selling. Now, that doesn't seem like it should be something you'd need to be told, but you'd be surprised (or maybe even surprise yourself) when you think about how quickly the truth can sashay out the door when it's close to month-end and the cupboard's almost bare.
    What she’s learned is that selling is truly about understanding and moving into the world of your prospect or client – lock, stock and teardrop. Your PowerPoint presentations and glossy brochures be damned. Key steps to being your ever-so-wonderful, authentic selling self include:


    1. Relaxing At a sales call, there may be nothing for you to DO, except be fully competent and ask, “So why am I here?” Your curiosity makes you powerful.

    2. Show up

    3. Listen without agenda

    4. TELL THE TRUTH (this episode)

    5. Let go of the outcome


    ADDITIONAL RESOURCES:

    Stop Selling Like a Man Teleclass: 27 February, 9 Pacific/12 Central.

    Check back here or at Toni’s website for more details.


    REACH TONI NELL
    Listen Now: 23:42

    MP3 File

    Wednesday, February 07, 2007

    Curious

    There are people on my roof. Well, not exactly now -- it's a wee bit below zero outside, but trust me. There have been people on the roof. Lots of them in the past several weeks.

    First, there was the roofing tornado -- a team of 8 or so who yanked off the old roof and replaced it with these great dimensional shingles. Yeah, I had to figure out what the pickles a "dimensional shingle" was, too. Here's a sample of a dimensional roof in our new color.

    Then, there was the ceiling and dormer team. They painted the cathedral ceiling above my SOHO (small office/home office) and fixed the dormer. Again, lightening speed.

    This last pass is the gutter crew. Gutters, now, we've got. Downspouts? Well, that's another matter....

    I was on the BzzAgent team for Seth Godin's book, The Big Moo: Stop Trying to Be Perfect and Start Being Remarkable. In it, Seth and the Group of 33 regale us with stories of remarkable businesses -- people who do the sometimes small things that make them memorable. In one story, a bicycle repair service is discussed. Every time a bike job was completed, the owner would add or do one small, special thing -- handlebar ribbons, an oiled chain -- something that would be a unique contribution to the customer.

    Having had plenty of time, recently, to watch men scramble up and down on my roof, I wondered: will some kind soul pass a rag across one of the two small windows on the roof (particularly since their processes funkied-up one of them)? Nope. The first crew (the tornadoes) were masters of communication, though. Every step of the way, they told us what they were doing, how long it would take and what to expect regarding clean-up. This last crew, which was much smaller, told us they needed to go back to pick up the right "elbows" for the downspouts...and they haven't been seen or heard from since (about 8 days ago).

    This has gotten me thinking about all the ways, large and small, that I can add that extra bit of value to my clients. Free e-books, special podcasts, a magazine article, some extra communication. Something I do just because they're special.

    I just don't think it takes much to be remarkable. But, I'll keep you posted on what I learn.

    Picking Another Autoresponder (Yay?)

    The company I was using for my autoresponder service went belly-up late last year. Proautoresponder was cheap and fairly easy to use, allowing me to easily create pages in html and scheduling when I wanted those messages to go. On the down side, they were also an autoresponder of choice for spammers who didn't do due diligence in reprimanding and cutting off said spammers, so they got sued.

    So, here I go, looking for another one. I found a great blog that offers one of the Best Autoresponder Reviews I've ever seen. In the article, they review several of the major players against some pretty sound criteria like: time to delivery, ISP blocking, and more.

    I'll keep you posted on what I discover.

    Cheers!
    Lalita

    Tuesday, February 06, 2007

    This is Very Cool

    Warning: Evidence of seething tech envy coming in 5...4...3...2...)





    Gimme-gimme-gimme-gimme!

    I have to admit that I've got it bad. See, way back in the mid-80's, while an intern at IBM, I saved up and got a Sharp PC-1211, one of the very first handheld computers. I got the printer, which it snapped into. I had to program it in BASIC, it had a whopping 2K of memory (!) and it was amazing. An early model, it was more of a handheld computer than a personal organizer, but the capabilities of this machine, at the time, were amazing (See The Evolution of the PDA by Eric Koblentz).


    I could see a glimpse of the future...and I had it in my grubby paws. I used it as a calculator and to calculate my checkbook balance, among other things. Small potatoes, by today's standards. But, God was it fun! The OQO Model 02 and other microcomputers of today go far to help people be incredibly productive, while giving people access to the Internet.

    Very cool.


    Please be expecting more tech envy. I can't help myself.

    Friday, February 02, 2007

    LNB #035: The Care and Feeding of Partnerships

    We spend more time picking an Ob/Gyn that will birth our babies than we do building the business partnerships that provide the income we need to take care of said babes. We know that one out of nine new businesses experience a five year failure rate and that the survivors may not be fairing all that well.

    For partnerships, more attention is spent on the legal and financial positioning of the
    partnership - whether it was a limited partnership. S or C Corporation, whether it was taxed like a partnership or a corporation and how the partners would get money from the partnership. Little information exists out there on how to have an effective partnership -- one where you don't continually fantasize about pitching one or all partners under the bus.

    Once the structure is in place, where do we go to work?

    Smaller firms tend to stay more tactical and, unfortunately, have a harder time getting and staying strategic. Business planning is a single event, usually tied to getting start-up funding needed to open the doors, but not an informative, educational process designed to help you understand the needs of the business and the needs and best thinking of the partners.

    Business partnerships tend to work best when the partners have done the work of understanding each other. Knowing these things about each partner is crucial to determining how to best allocate them as resources:

    • What are you good at?
    • What can you do competently, but need support for (like, I can do the financials well, but it really takes it out of me)?
    • What do you do badly?

    Now, everything in a partnership isn't always a box of kittens (warm and fluffy). Conflict happens. The question is: what do we do when we're not on the same page? Conflict, by its nature, is positional. People square off on things that really don't matter most but, instead, on old wounds or superficialities. By asking partners what they're committed to for the business, the partnership or themselves, you can begin to move towards what matters most.

    Consider this book: The Partnership Charter: How to Start Out Right with Your New Business Partnership (Or Fix the One You're in), by David Gage is a good resource for putting together (or repairing) business partnerships. For legal and tax advice, of course, see a legal or tax expert.


    Listen now: 24 minutes, 28 seconds