Reflections by David Handler
The final lesson I learn each year isn’t business wisdom. It’s about recognizing a higher calling. Usually I introduce a charity that’s doing good things. For 2010 I took a different approach:
Gift of Giving – If you’re looking to spread some Christmas cheer or need a last-minute tax deduction, find a worthy cause that’s helping those in your local community. Something tells me they could use your kindness right now.
The countdown of the Top 10 lessons I learned during 2010 is almost complete. Here’s #2:
Humility Dose– For a decade my beloved Texas Longhorns were a mainstay near the top of the college football rankings. This year, an ugly seven losses. Fallout? Offensive coordinator and special teams coaches fired; defensive coordinator resigned to become the head coach at Florida. Organizations occasionally face times like these. It will be interesting to see how Mack Brown handles his greatest leadership challenge.
What’s the third most important lesson I learned during 2010?
Big Oops II – During a leadership meeting I facilitated, someone asked how to overcome those times when what you say comes out wrong. I eloquently explained: “If you speak in public, you’ll slip on occasion. Apologize and move on.” Two hours later, another person asked how to confront a team member who gets upset easily. My response: “Begin by acknowledging the conversation could become emotional.” I immediately felt the energy drain from the room, which consisted of 28 women and four men. For the next half hour the discussion was ‘words a guy should never say to a woman.’ Of course, I apologized… several times. My face may have turned red, too.
Here is the fourth most important lesson I learned during 2010:
Human Spirit – It’s set in my hometown. It’s about football. Its main characters are underdogs. That’s why my favorite book this year was “Twelve Mighty Orphans.” I remember my mother telling me that, when she was a little girl, Masonic Home – an orphanage on the south side of Fort Worth – was one of the dominant teams in Texas high school football. Before reading Jim Dent’s biography, I had no idea what the Mighty Mites accomplished during the Great Depression. Despite having only a dozen players each season, they established a dynasty, and a couple of players made it to the NFL. If you like stories that blend sports, history and overcoming great odds, give it a read.
Here’s the eighth most important lesson I learned during 2010:
Service Check – One of my clients received payment with an accompanying letter that expressed how upset the customer was about the unusually poor service on that order. My client immediately wrote back to apologize, included the check, and ended his note with, “Send us a new one for the amount you think we deserve.” The customer took him up on it and deducted 20 percent. Do you stand behind your offerings that strongly?