Tag: Houston

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Just Believe

Kentucky: 14th trip to the Final Four and seven national championships. Connecticut: fourth trip in a dozen years with two national championships. Butler: second consecutive trip. VCU: are you kidding me?

Quick… name a former VCU player who made it to the NBA? (There have only been seven; the one you may have heard of is Gerald Henderson who played 13 seasons. Kentucky is only slightly ahead with 77 NBA players.)

VCU was likely the last team to make the newly expanded 68-team NCAA field. On Selection Sunday, ESPN’s Jay Bilas said of the then 23-11 Rams: “You talk about the eye test, this doesn’t make it through the laugh test.”

All VCU did to reach its first-ever Final Four here in Houston was win a play-in game against USC, then beat Georgetown (5 Final Fours, two titles), Purdue (2 Final Fours), Florida State (1 Final Four) and Kansas (13 Final Fours, three titles). If by some chance they overcome Butler and take down the UK/UConn winner to claim the championship, it would be a bigger upset than an amateur winning next week’s Masters golf tournament. At 170-1 odds before the tournament began, VCU is a bigger long shot than Mr. Ed would have been against Northern Dancer in the 1964 Kentucky Derby.

The next time members of your team are feeling down because they aren’t winning more on the court of business success,  remind them about the little schools that could from Indianapolis and Richmond. All your players may need is a reason to believe… even if they’re currently the last choice in some expert’s bracket.

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Cowboy Up

Today marks the end of the annual three-week Houston Livestock Show and Rodeo. Anyone living outside of the Bayou City might think that’s just a small gathering of rowdy Texans whoopin’ and hollerin’ about steer wrestling and saddle bronc riding.

While there is that, this year more than two million people visited the exhibits and midway, and up to 74,000 fans piled into Reliant Stadium each day to see performances by entertainers like Sugarland, Janet Jackson, Tim McGraw, Keith Urban, Martina McBride, Lady Antebellum, Kid Rock, KISS and Brad Paisley.

Since 1932, the organization with 24,000 volunteers has contributed more than $235 million to area youth. It’s the heart of the city’s charitable efforts and an important ‘gotta be there’ social scene.

My 13-year-old daughter and I took advantage of a beautiful Spring Break day last week to pay $12 to park, drop $20 on games of chance, fork over $30 on food and – the best deal of all – spend just $20 to see CMA Female Vocalist of the Year Miranda Lambert.

Shortly after making our way through the entrance gate, I asked Kirsten to stop and turn around. I wanted to look over her shoulder to see if I recognized someone I knew in college. Although somewhat uncertain, I approached the man, said my name, and heard in reply, “David Handler, I know you.”

He immediately introduced me to his wife and two teenagers, and we spent a too quick 10 minutes reminiscing. I told Kirsten how we lived on the same floor in the huge Jester Center dormitory. I also reminded her that I’ve spoken to my kids about ‘the great amateur wrestler who never lost a match’ on many occasions.

My friend said he is an attorney in Houston, having graduated from UT Law School. His daughter smiled, embarrassed yet proud, when I told her what a great man she has for a father. It was a wonderful chance meeting after three decades, and we followed up by exchanging emails. Chances are 30 more years will pass without our crossing paths.

The next time you’re having a down day, think about my long lost friend who is achieving so much in life, and you’re sure to find inspiration. Stephon Breedlove – wrestling champion, attorney at law, family man – is blind. So is his wife.

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Lifetime Decisions

The last time I turned on an NBA game on TV, I’m pretty sure Hakeem Olajuwon or Michael Jordan played in it. I watch the NCAA Tournament every year; however, the pros hold no interest for me. Except for the slam dunk competition at the All-Star game… now that’s exciting. Last night’s 28th edition will be remembered for Blake Griffin leaping over a car for the winning jam. I’ll remember it for another reason.

At the end of the broadcast, when you had changed channels or gone to bed, Ernie Johnson read the credits for the production crew. Half listening, I heard the name of a talented gentleman who directed many of the telecasts I worked on as a rising producer. He’s been part of the TNT team since the network launched. Then Johnson mentioned the executive VP… and my mind immediately jumped back to 1988.

You see, in March of that year, my former mentor – who had gone on to become the executive producer of Turner Sports – offered me a job as coordinating producer of the NBA. After much deliberation, including spending two hours in an empty church listening for the right answer, I turned him down. There were many reasons: I liked my job and was starting to work bigger events; I loved living in Fort Worth; I wasn’t open to relocating. The biggest one, though, was the night before flying to the interview in Atlanta, I went on a first date and something deep inside told me that I was supposed to stay near her.

As you might have guessed, that young lady became my wife 15 months later. We have three children. I’ve changed careers a few times during our marriage. She’s supported every one of them. We moved to Houston in 1998… met new friends, discovered new things, found ourselves called to serve new causes. Like any marriage, we share wonderful joy and tragic heartache together.

When I didn’t take the job, Turner hired someone younger than me. He’s apparently done great things the past 23 years: it’s his name I heard announced last night as their executive VP. That moment reminded me that each major decision you make truly does impact many people. Things would have been quite different had I said ‘Yes’ to Don McGuire instead of ‘I do’ to Kathy Lott. I’ve always known my prayers were answered that day. It’s a wonderful life.

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Cold Shoulders

When you live in Texas and see news about snowstorms affecting other parts of the country, you think, “Glad that’s not us.” Until, of course, when the Super Bowl decides to come to DFW. Watching ESPN the past few days, folks across America could have been convinced the Lone Star State is frozen tundra during February. Even here in Houston – 270 miles to the south – they’re predicting several inches of snow over the next 24 hours.

It’s amazing how easily perceptions are embedded deeply in folk’s minds. In my coaching work with executives, I’ll interview a dozen people the client feels know him or her best, then share their quotes without attribution. Inevitably I’ll hear from the client, “That comment about me being condescending refers to one thing that happened a couple of years ago.” Yet there it is, a big enough issue to a team member that he felt the need to tell me about it during our 15-minute conversation.

While a single comment may or may not be relevant to a leader’s long-term success, understanding that supervisors, peers and direct reports have long memories is important. That quip you blurt out in a meeting that makes light of someone’s slip-up – the one everybody laughs at and you think is completely harmless – may have a lasting impact on your relationship with the object of your humor.

The snow in DFW will be forgotten once the NFL leaves town and temperatures rise; perceptions others hold of you aren’t so easily changed. So if your relationship with someone seems to be on ice, ask her what you did. If she tells you, apologize. Chances are it’s not too late to repair the misstep you don’t remember and warm up the chill in the air.

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Unpleasant Experience

Customer service is one of the ‘givens’ companies have to deliver well… especially when folks come to them with problems. Disney uses the word ‘recovery.’ I prefer, ‘We pay you money, so fix it.’ A problem is the reason I called the phone company this morning, needing to find out how to change the fact we couldn’t access voice mail.

The first person transferred me to a second who – unable to assist me because ‘that’s handled by another department’ – transferred me to a third. After a computer-generated voice prompted me to enter our primary phone number for the third time, a woman came on and said, “May I have your phone number, please?” (Really? You guys handle a bagillion calls every day and you have to ask my number after I entered it three times!)

Our conversation went something like this:

“Sir, I understand you’re having a problem with your phone lines.”

“No, we can’t access voicemail. I’m calling you from our phone line.”

“Did you know we have a troubleshooting guide online?”

“Yes, I do. In fact, could you let someone know I tried that five times before calling, and each time after entering our phone number it kicked me back to the home page.”

“Yes, all you have to do is enter your phone number…”

“You’re not hearing me, ma’am. I tried that and it didn’t work.”

“Let me explain the steps, so next time…”

“Ma’am… could you please stop speaking and listen. I need you to tell me…”

(Loudly) “Sir, I’m only trying to help you.”

“Monica, I have yet to raise my voice and you seem to be getting frustrated. After 15 minutes, would it make more sense that I should be the one who’s frustrated?”

(Still loud) “Do you want my help or not?”

“May I please speak to your supervisor?”

“Absolutely.”

From that point, a wonderful – and quite apologetic – woman named Julie came on and her first words were: “Did anyone tell you there is a problem in the Houston area and we’re working to fix it as fast as we can?”

I laughed, she apologized further, and within five minutes taught me how to listen to voice mail online. Then she told me about an App that allows us access from our iPhones. I thanked her twice, and – knowing the call was being recorded – said, “When you work to train Monica, please let her hear how you listened and promptly solved my issue. You did great.”

In your business, no matter how big or small, make sure everyone who comes in contact with customers understands the right way to speak with them… especially anyone whose title contains the words ‘customer service.’ If they fail, it reflects on you.

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