Reflections by David Handler
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?
Continuing the countdown of the Top 10 things I learned during 2010. Here’s #9:
Big Oops – You’d think a former marketing guy like me would know better. You’d be wrong. Last year was the best ever for Success Handler, LLC, so I made the classic mistake of convincing myself we were too busy during 2009 to focus on attracting new clients. How’d that work out? Well, let’s just say I had plenty of time on my hands this summer. Note to self… it’s harder to gain momentum from a standing start.
You acquire wisdom one enlightened moment at a time. For me, 2011 marks 30 years since I began working. That’s a lot of opportunities for learning. Each December, our e-newsletter focuses on the Top 10 lessons I learned during the year. Here is #10 for 2010:
Innovative Idea – Patrick Lencioni, author of “The Five Dysfunctions of a Team,” coined a term this year: creatonomy. He defines it as leaders encouraging employees “to do their jobs and satisfy customers in the most effective and charismatic way possible.” Think: Southwest Airlines, Chick-fil-A, In-N-Out Burger. In Lencioni’s view, “Their employees are passionate and committed and take complete responsibility for their work, consistently turning customers into loyal fans.” How does the time you spend defining your products and services compare to the coaching you provide the people who deliver them?
Back in the day I created quite a few sports videos set to popular music for the various television entities where I worked as a producer. Two of my favorites were Kenny Loggins’ “Run for the Roses” (before the Cowboys played in the NFC Championship game the year the Super Bowl was to be at the Rose Bowl) and The Oak Ridge Boys’ “Thank God for Kids” (which, amazingly, will have its 29th airing this holiday season).
The key to setting sports to music is to combine the right beat with the perfect words and the best highlights. For some reason that came naturally to me during my television days. I’d hear a song every so often and would immediately envision how to use it. The amazing thing is most people – my musically inclined children included – would say I am not blessed with the gift of rhythm… at least when it comes to dancing or keeping a beat.
Yet in my daily life – both personally and professionally – I find rhythm to be one of my greatest strengths. Whether it’s sitting down to write my monthly e-newsletter, working in the yard, or participating in my latest hobby, I easily fall into the rhythm of the moment.
The words for my e-newsletter flow through my hands, as if magically, each issue. I simply sit at the keyboard and type. Mowing, gardening and the things that go with them allow me a few hours of escape, during which all kinds of inspirational ideas flow through my mind. During my hours each week in the pool, the silence sweeps me away to an almost meditative state. As the water flows around me, I find the rhythmic strokes much more relaxing than all the years running was my passion.
So, if you’re looking for peace, tranquility or inspiration, think about the rhythm in your life. Are you in sync? If not, look at where the interference is happening… and seek out that quite place inside you where alignment rests. You’ll find yourself more relaxed, more productive and, best of all, you’ll really like the feeling of harmony – and that could be the inspiration for a wonderful video of your life.
So the Republicans took over the House and made strong gains in the Senate. Faster than you can say ‘Tippecanoe and Tyler Too’ the political landscape in America shifted again.
One thing the new leaders soon to arrive in Washington need to understand is the last two elections have not been about like, they’ve been about dislike… as in frustration with everyone in power – regardless of party affiliation. The landslide of November 2nd was simply voters pushing the restart button.
Americans are tired of politicians intent on serving themselves and not their constituencies. If ultra conservative Republicans choose to create stalemate in order to ensure the White House has a new occupant in two years, then there will be no solutions, no answers to our problems.
As business leaders know so well, nothing gets done when folks stubbornly stick to their personal agendas over the necessary vision and growth for the organization. In order for America to get back on track, Republicans and Democrats need to create the right plan – working together – and start executing on it immediately. This approach takes place in companies across the country every day. There’s no reason it can’t work inside the Beltway.
Failure to accept the responsibility granted unto them by the electorate would mean we end up repeating this cycle in 2012… with the pendulum swinging in the opposite direction again. Citizens deserve better.