Category: Leadership

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Lessons Learned – #6

For the past eight years I’ve written a monthly e-newsletter about my business and life observations. The December issue is always a reflection on the things I learned. Here is a most delightful sixth lesson of 2011:

Gimme S’more – Pepperidge Farm knows what it’s doing when it comes to product extension – adding Pizza, Whole Grain, Pretzel and other flavors to its popular Cheddar Goldfish Crackers. Heck, those cute little guys even have their own website with fun and games for kids. Recently, Kathy brought home Goldfish S’mores Adventures. Delicious… and highly recommended.

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Lessons Learned – #7

This is the seventh most important thing I learned in 2011:

Musical Interlude – As Rudy Vallee began crooning over the new medium of radio in 1929, Frank Sinatra and Billie Holiday were 14. When Elvis Presley recorded “Heartbreak Hotel,” Bob Dylan, John Lennon, Joan Baez, Paul Simon, Aretha Franklin, Carole King and Brian Wilson were 14. When the Beatles appeared on “The Ed Sullivan Show” in 1964, Bruce Springsteen, Stevie Wonder, Gene Simmons and Billy Joel were 14. Music tastes are greatly influenced at that age. Our youngest hits 14 soon. She prefers Lady Gaga over Justin Bieber. That’s good. I think.

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Lessons Learned – #8

Here is the eighth most important thing I learned this year:

Wins Galore – Last week Sports Illustrated honored college basketball coaches Pat Summitt and Mike Krzyzewski as its sportspeople of the year. I recently heard Coach K tell a story on Sirius XM about his 1989 Duke team. Christian Laettner had a bad turnover that cost the Blue Devils a game. Senior stars Danny Ferry and Quin Snyder immediately went over to console the freshman, who would go on to lead Duke to national titles his junior and senior seasons. “That’s collective teamwork,” said Coach K. “No blame. No criticism. No finger pointing. We always win and lose together.”

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Lessons Learned – #9

Continuing to count down the Top 10 things I learned during 2011:

Slow Improvement – In the spring I participated as a mystery shopper by reviewing a car wash. After a 30-minute undercover investigation, I spent an hour-and-a-half completing the online report about quality, appearance and customer interaction. Compensation? Reimbursement for the $12 wash. Interestingly, my biggest recommendation – ‘Fix the fence in the back that’s a falling-down eyesore’ – remains ignored. Feedback is a missed opportunity unless you’re willing to change.

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Lessons Learned – #10

Each year the last issue of our e-newsletter focuses on some of my lessons learned. May you find inspiration among the Top 10 things that touched me during 2011.

Dropped Call – One of my clients is a service center manager for the large wireless company that until yesterday looked like it would be combining with another industry giant. When news broke last spring of that proposed union, her team found out as people called in with questions about how it would effect their service. “We miss productivity numbers and they hold an emergency meeting,” she said. “But we have a damn merger and they don’t say a word, so we hear it from our customers watching CNBC.” That’s a big ‘oops’ leaders could have avoided by simply pausing to ask, “Who do we need to tell right away?”

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