Haropulos Bailey Consulting

Moving On

2012-01-02T09:15:00.001-06:00

Three years, seven months, and nineteen days ago, my husband and I left our long-time corporate jobs for a well-planned early retirement. I wanted to share my experience, keep my mind engaged, and my fingers in the business world (part-time), so we founded Haropulos Bailey Consulting. Along with several interesting consulting assignments, we have been honored to provide some free advice and coaching for friends whose careers are still in full swing.

Each Monday morning for the past few years I have been blogging; commenting on current events, ruminating on lessons learned from past experience, and suggesting ideas for overcoming challenges faced in a corporate environment. There is now a library of 140 original blog postings online, which I have been pleased to discover have attracted thousands of readers worldwide.

The time has come to leave our business-focused alter egos by the wayside and transition fully and gleefully into retired life. This will be my final posting on the Haropulos Bailey Consulting blog. (Existing postings will remain online.) Thank you for your interest and frequent inspiration. We would be grateful to hear from you if we have helped or inspired you in return.

I invite you to follow my other blog, chronicling retired life: Runaway Boomer.

Time to move on. I have an 11:30 tee time. Happy New Year and New Plans!

Holiday Customer Service - Champs and Chumps

2011-12-26T07:35:00.000-06:00

Holiday shopping is over, except for the after sales, returns and exchanges. I had a few interesting customer service experiences this year that left me with a list of Champs and Chumps to share. Fortunately for my gift recipients, they balanced themselves out.

CHUMP: WILLIAMS-SONOMA
I wanted to buy my husband a CO2 cartridge-charged whipping device to make gourmet foams. I thought I found what I needed at Williams-Sonoma. A manager at the store told me she was sure the product manufactured by iSi Group was the right choice. They were proven wrong, and I went back to W-S the next day to return the Mini-Whip.

CHAMP: iSi NORTH AMERICA
An email to iSi North America (http://www.isi-group.com/) was responded to within hours, and confirmed that I needed either their Gourmet Whip or their Thermo Whip to make culinary foams. They offered to send me a free recipe book if I decided to buy one of their whips. I used Google Shopping to search for a supplier, and placed my order with http://www.creamright.com/. iSi graciously sent me the recipe book for free – a product for sale online for $6.95. Nice!

CHUMP: THE CONTAINER STORE
Each year, The Container Store markets a batch of fun stocking stuffers. When I got the flyer in the mail, I headed to our local store to buy the Ninja Flash Drive. They were already sold out, advised that they wouldn’t be getting any more, and that they were also unavailable online. Sounds like the buyers should have purchased more, don’t you think? They failed to capitalize on a winner.

CHAMPS: AMAZON.COM and FIND-ME-A-GIFT-UK
A quick search of amazon.com yielded a supplier out of the UK (http://www.find-me-a-gift.co.uk/) that shipped the Ninja Flash Drive to me at a good price in time for Christmas.

CHUMP: GOLFSMITH.COM
Golfsmith has recently been having serious issues with inventory management and customer service. My husband ordered himself a used club back in October. After months of waiting and one phone call that yielded little information (“We don’t know when it will be available”), we got an email they the club was no longer available from the manufacturer. They sent a $25 voucher that could be used on http://www.golfsmith.com/ for almost anything but the brand of club my husband wants.

CHAMP: GOLFSMITH.COM
I sent feedback on Golfsmith’s failure to deliver, our lost confidence in ordering from them online, and our opinions on their inappropriate/ insufficient response. They came through by apologizing candidly for the challenges they are experiencing, and provided an additional $25 gift card that can be used for anything they sell. I have to give them credit for making it right.

It's the Most Wonderful Time of the Year!

2011-12-19T08:09:00.001-06:00

It's the most wonderful time of the year

With the kids jingle belling

And everyone telling you "Be of good cheer"

It's the most wonderful time of the year

It's the hap-happiest season of all

With those holiday greetings and gay happy meetings

When friends come to call

It's the hap- happiest season of all

Lyrics by George Wyle c. 1963

Unfortunately, at work, this is probably also The Most High Stress-ful Time of the Year. There’s a seemingly endless list of things to do to wrap up the calendar year, and in many cases, the fiscal year. At the same time you have important demands put on you by your family and friends, you are racing the clock to finish a list of time-sensitive goals at work.

Time has run out. You have to account for your goals for the year, and document accomplishments for the boss’s review. It’s important to complete performance reviews for all of your team members, which requires time and thought, and a lot of paperwork. HR is asking for your evaluations for dispersal of bonuses. You probably have to be in a position to report your actual spending compared to your departmental budget. It’s time to bestow thoughtful gifts to your management team, and send corporate greeting cards to vendors. There’s the holiday gathering sponsored by the company, and the lunch, happy hour, and dinner invitations from colleagues and business partners – numerous opportunities to eat and drink to excess.

To add a little additional pressure, your vacation begins in a few days, you still have shopping to do for your loved ones, you need to pick-up your in-laws from the airport, and you might be coming down with the flu. Sigh.

So what do you do? At this point, you power through it, like you do every year. Then you promise yourself to do things differently in the New Year. You make this pledge:

NEXT YEAR I WILL...
Update my goals and accomplishments monthly,
Keep quarterly notes about employee performance,
Prepare regular budget reports comparing my budget to my actual monthly spending,
Shop early for gifts for my management team,
Delegate holiday cards to an assistant,
Show restraint in my holiday diet and beverage consumption,
Get lots of sleep and pace myself for the December grind,
&
Be thankful I am so busy and gainfully employed!

Happy Holidays, and good luck closing out 2011.

Get Past the Hate

2011-12-12T08:56:00.000-06:00

My May 2011 posting “Things Your Boss Secretly Hates About You” has logged quite a bit of readership. It’s my 4th most popular post of the 138 I have published. Some of that may be attributed to the slightly inflammatory title designed to grab attention. But there’s more to it than that, and I get a glimpse into the interest when I review what people have entered into search engines that have led them to my blog:

“annoying boss”

“hate boss”

“how to avoid a boss that hates you”

“how to tell if you boss hates you”

“when your boss hates you”

I wrote “Things Your Boss Secretly Hates About You” in the hope that some people would think about how they could change their behavior and create a better relationship with their boss. You can’t prosper in your job without finding a way to have a constructive relationship with your supervisor. Here are some ideas about how to improve the situation:

In an adult and professional way, encourage your boss to communicate what they want from you. You want to be successful. Any competent manager should be willing and able to provide ideas about how to improve in your role.

Figure out what you can do to make your boss more successful. If they are focused on their own career goals more than yours, you may be most successful with your boss by making him/her look good. You may not get direct credit immediately – but they will recognize your contribution and come to rely on it. Others will take notice too.

You don’t have to like your boss. But you will be more accepting and less frustrated if you can find some things to respect about them. Perhaps he is a budget/funding whiz. Maybe she is good at deflecting office politics so you don’t have to deal with them. He coaches Little League. She loves animals. If you can appreciate your boss on some level, and show interest in that aspect of their skills or character, you may soften their attitude.

Make it easy for your boss to see and understand how you are contributing to strategic goals. Submit a regular status report that lists your accomplishments. This not only keeps your boss informed – it highlights your productivity. Have the initiative to do this even if it has not been specifically requested.

Ask your boss for advice that will help you learn and grow. Don’t just drop a problem in their lap, but don’t be afraid to ask for clarification, perspective, or feedback on your ideas. You want to be sure that your work product meets their needs. At the same time, you can show your appreciation of their knowledge and experience.

Be honest in your desire to improve your relations. Your boss may be behaving badly. If you are straightforward with them, you may jolt them into improving their behavior. In a private meeting, you may need to say something like, “I sense tension between us, and it makes me uncomfortable. How can we strengthen our relationship?” Remember – be adult and professional.

Lastly, and most importantly, you must be honest with yourself. You may have earned a bad attitude from your boss. Are you habitually late? Are you a naysayer? Have you failed to deliver on critical goals? Do you exhibit a lack of enthusiasm for your responsibilities? If you know you are at fault – you must be willing to change.

Parable of a Persistent Man

2011-12-05T07:00:00.000-06:00

John had suffered a difficult year. His 15-year marriage ended and, as a result, he had to sell his nice home and most of his belongings. With a trailer in tow, he drove through a blizzard to begin a new life halfway across the country. Still, after a year, things were not working out as hoped. Although he found a job, the commute was onerous, the pay was mediocre, and John saw little opportunity to advance his career. He began to search for better opportunities.

Having reestablished some contacts in his original home state, John successfully found employment in his field. Once again, he sold a few remaining belongings in order to fund his 500-mile move. Optimism fueled his relocation. He found a nice apartment and reported for work with his new employer.

The economy was challenging, with a high rate of unemployment. Some companies used despicable tactics to improve their profits at the expense of workers grateful to have a job. It was so, in this case. Upon John’s arrival, the dishonorable hiring manager changed his offer – reducing John’s base pay by 10%. John was understandably furious. But what could he do, having already incurred moving expenses and signing a one year lease on an apartment? He controlled his anger, started work, struggled to juggle expenses that exceeded his income, and began an urgent search for a new job – again – while working 60 hours a week.

Sending blind resumes out for online job postings was not John’s way. He believed in “pounding the pavement” the old fashioned way, resume in hand, wearing a suit and tie. One lead on a job led to several interviews, but no follow-through on the part of the hiring manager. Discouraged but stubbornly undeterred, John approached the same company via another avenue. Here he was met with interest and action.

The screening process for the new opportunity was intense. A series of interviews with operations managers was followed by a meeting with human resources. A personality test was administered. The final interview was with a Vice President. John made his reasonable salary requirements known. An offer was extended in writing (for 10% more than he requested), subject only to the final step of a background check and a drug test – both of which John easily passed. Offer letter in hand, John gave notice at his current job, just a few days after several other management personnel had resigned. The disreputable employer got their just desserts for mistreatment of their people. John got his new job. The new employer had hired a strong contributor.

Optimism and persistence landed John in a career situation ripe with promise for his future. His new employer provided generous benefits, a two-month paid management training program, and great potential for growth. Employee retention and promoting from within is part of their corporate culture.

Good jobs exist for people with skills and the persistence to pursue them. Take heart from John’s story.

A Plea to Retailers for More Humanity

2011-11-28T10:15:00.001-06:00

Black Friday weekend was, by standard measures, a huge success this year. According to a survey conducted for the National Retail Federation by BigResearch, the number of shoppers and the spending per customer both increased over last year, each by more than nine percent. The stock market’s reaction this morning is a euphoric, due in part to the positive outlook for retailer’s holiday season. More positive statistics are expected on this Cyber Monday start to Cyber Week.

Despite the good economic news, I am left feeling discomfited. Shoppers were encouraged to come out as early as Thanksgiving night, abandoning the home fires before the dinner dishes were even washed. Many retailers opened at midnight early on Friday, offering deals with limited availability that caused customers to camp outside the doors to be first in line. We saw video of overexcited shoppers stampeding into stores. The news highlighted the shocking tale of a woman spraying her shopping competition with pepper spray. She reportedly had two children with her. In other headlines, a man was shot while resisting a parking lot robbery. He was protecting his purchases. In Arizona, a 54-year old man put a video game under his shirt in a store, to protect it from being wrestled away by other shoppers. He was reported as a shoplifter, thrown to the ground by police, bloodied in the process, handcuffed and arrested – all in view of his young grandson. He has since been released from custody, and the legal finger-pointing has just begun.

We, the people, have allowed retailers’ marketing hype to draw us from our warm beds on a holiday night into the darkness and hysteria. We willingly put our lives and safety in jeopardy, to beat others to the deals. We are eager to elbow our neighbors and snatch goods from their hands, to rack up charges on credit to provide gifts that commemorate high religious holidays. Ironically, surveys show that about 44% of the people out shopping on Black Friday this year were buying goods for themselves – not gifts for others. My personal disgust with all this keeps me at home on Black Friday. I do not argue others’ prerogative to enter the fray.

My plea for responsible humanity is to the retailers. Find another way to market deeply discounted items available on a limited basis. Retract grossly extended hours of operation that lure people into the night. Eliminate the blatant and negligent disregard for the safety and security of your customers and employees. Use your creativity to come up with a new approach. Perhaps instead of encouraging shoppers to trample each other to be the first to the big screen HDTV’s, you could conduct a lottery drawing, and provide free home delivery for the winners. Orchestrate interactive events within the store that would draw customers throughout the day - not just for the frantic crush at the ungodly opening hour. One bright spot in trends is that online purchases continue to grow in percentage of total sales.

The term “Black Friday” used to refer to the time of year when retailer’s financials went from red ink losses into the black (profit). With each year, the term is earning a more sinister connotation. Black Friday norms need to be re-imagined. Which retailers will lead the way to a kinder, gentler holiday shopping season?

Don't Be a Lazy Stranger

2011-11-21T07:00:00.000-06:00

Why do people send generic requests to make social/professional connections with people they don’t know? The charitable way to look at this is to assume that they actually have a good reason they would like to develop a relationship. My more cynical side knows that there are people who have less legitimate motives, such as (A) Oddballs that “collect” connections, trying to reach some silly, arbitrary number, or (B) Leeches that want to grab onto your coattails to gain benefit secondhand from your connections.

You CAN reach out to people you don’t actually know, if you have a legitimate reason to do so. Here’s how:

1.       ALWAYS ADD A COURTEOUS NOTE explaining why you want to connect. I can’t count the number of LinkedIn connection requests I have received from strangers who do not provide that courtesy. I purposely ignore them.
2.       MAKE IT PERSONAL. Your request to connect should always be personalized. For example, you could point out that you are fellow alumni, explain that you follow their blog and have learned a lot from it, say that you are looking for a contact within their organization because you are applying for a position, or that you appreciate them for providing a thoughtful answer to a question you posted to LinkedIn. Pointing out commonalities and/or employing a little sincere flattery can go a long way.
3.       GIVE A LITTLE of yourself. Remember that your target will be thinking, “Why should I connect with this person?” What do you have to offer that may enhance their network?
4.       PROVIDE A REFERENCE. Do you have a friend/colleague in common? If so, refer to the nature of your relationship with that person.
5.       ASK FOR AN INTRODUCTION through a common connection. It is not always appropriate or effective for you to approach a stranger directly, especially when the person is a high-profile professional.

I enjoy meeting and corresponding with professionals with like interests, but I will continue to ignore requests to connect that come from lazy strangers.

Beware of Icons

2011-11-14T06:24:00.000-06:00

The word icon is from the Greek εἰκών, meaning “image”. One of the dictionary definitions is, “an object of uncritical devotion”. We throw this designation around quite a bit, although it is often used with a qualifier. Ronald Reagan has been called a “Republican Icon”, Hitler was an “Icon of Evil”, and Marilyn Monroe has been tagged a “Cultural Icon”. Tiger Woods is referred to as an “Icon of Golf”, Kenneth Lay became the “Enron Icon”, and now, of course, Steve Jobs goes into the afterlife as an “iCon”.

Icon is a hefty moniker for any living person to bear. It carries a connotation of historical significance. How can anyone be referred to as an icon and not succumb to the risk of developing a dangerous ego and delusions of grandeur?

Now we come to Joe Paterno, “Icon of College Football”, and arguably the most powerful and popular person at Penn State University. Paterno fell far and hard from his pedestal last week, when he was implicated in the Sandusky child sexual molestation scandal in Happy Valley. Paterno failed to follow through and act decisively to assure the safety of children brought into the Penn State athletic facilities, or to do what he could to block the actions of a predator that he counted as a friend. Why he failed so miserably to do his duty may never be understood. If you are inclined to defend JoPa, read the 23-page Grand Jury Report and get back to me.

There are lessons to be learned from this tragedy, and I pray they will be learned. By definition, icons reach a point where they escape reasonable criticism. In an organizational environment this means that the icon’s followers and beneficiaries have imbibed the Kool-Aid and are feeling the euphoric effects. They don’t question decisions. Followers do what they are told, to protect the icon and the surrounding institution. They seek approval. No one wants Nirvana to be disrupted. Everyone is in La-La Land.

At the end of the day, and your career, you need to be able to know that you spoke up and fought for your principles and values. Someday you might have to take on an icon to make things right. I bet McQueary wishes he had.

No Place for Bias in Management

2011-11-07T09:56:00.000-06:00

The 2010 U.S. Census unveiled a trend I find startling. More young people are continuing to live with their parents into adulthood. Specifically, 19% of men and 10% of women between the ages of 25-34 have not ventured out and established their own households (an increase from 15% and 8% in 2005). I’m sure there are many reasons for this, including the state of the economy, but I have some trouble relating to it. When I graduated from college, I was anxious to be out on my own. I shared crummy apartments with friends and worked multiple low-paying jobs at a time until I got my career jump-started and could afford my own place.

This got me thinking about the domino effect resulting from young adults living with their parents. It means that they aren’t renting apartments or buying homes. Most likely, they are postponing marriage. They may be preventing their parents from moving on with their plans, since Mom and Dad assumed that they would be empty-nesters by now. Is Mom still making their meals and doing their laundry? What kind of employees are they in the workplace? Oops. This is where my husband threw a wrench into the conversation by reminding me…

We cannot let our biases affect how we relate to our co-workers and employees. What matters is how well people work within their teams and how they perform in their jobs. It’s easy (and dangerous) to project our own life experiences and values on other people. Everyone’s life unfolds differently, and their challenge is to find a way to meet their personal and professional goals.

As managers, your responsibility is to understand as much as your employees choose to share about their personal situation and avoid judging them. Mentor them in ways that will help them be successful. Create learning opportunities, coach and direct, be a good role model, provide thoughtful feedback, reward successes, and be accessible for help and support.

Regardless of where a person comes from or where they are in their life today, you can provide wisdom and experience that will develop young professionals in a way that may positively impact their lives for much longer than the time they work for you. Wouldn’t that be remarkable?

Tough Love

2011-10-31T09:16:00.001-05:00

Courage in leadership is a trait I admire. It's very powerful when leaders make difficult decisions with love.

There's a new Sheriff in town in Chicago, my adopted city. Well, not really a Sheriff - a Mayor. Rahm Emanuel took the Mayoral Oath of Office on May 16th, 2011. His Honor clearly loves this city and wants it to be a fantastic place to live and work. At the same time, he recognizes the issues that have been festering and has the courage to tackle those that threaten our future. Within his first 6 months as Mayor, he has tussled with the city worker's union and the teacher's union. He has taken 500 police out from behind desks and put them back on the streets To Serve And Protect. Rahm's recent budget proposal includes necessary "haircuts" and fee increases required to improve an infrastructure over a hundred years old. He takes public transportation to City Hall and insists that city workers use it too instead of claiming mileage on their expense reports. He cancelled corporate credit cards en masse when rampant misuse was uncovered. I admire the practical and passionate approach Rahm is bringing to Chicago politics. Not everyone is a fan of the decisions he is making, but it's hard to argue with his logic and goals. We are a metropolis that needs his tough love.

Imagine what could be accomplished if more corporate leaders brought tough love to their work. Many have the "tough" part of the equation down pat. It's the balance with "love" that is often lacking. Love for the future of an institution...love for the people that make it successful...love for what is to be accomplished. When difficult decisions are made and communication to constituents is cloaked in legalese, PR-speak, and marketing yip-yip, you have to question motives and desired outcomes. What is there to hide?

Too many corporate executives are motivated by short term goals and long term personal incentives. It takes courage and toughness and love to be profitable and ethical in business - not just in public service.

Accentuate the Positive

2011-10-24T08:57:00.002-05:00

You've got to accentuate the positive

Eliminate the negative

And latch on to the affirmative

Don't mess with Mister In-Between

-Lyrics by Johnny Mercer (1944)

It’s easy to criticize and be a naysayer. We all do it to some degree. But some years ago I heard a speaker at a conference talk about trying to eliminate negative-speak from our everyday language, and the challenge stuck with me.

Try filtering what you say and replacing negative statements with positive re-wording. Start by raising your own red flag when you begin sentences with words like, “I can’t”, “We shouldn’t”, “Let’s not”, “I don’t think”, “Don’t”, “We won’t”, “You didn’t”, “I don’t like”… Your hackles probably are immediately activated when you hear those words.

Instead of: “I can’t do that.”

Try: “It might be better if I did this.”

Instead of: “We shouldn’t accept that behavior.”
Try: “Let’s see if we can get them to do this.”

Instead of: “I don’t think that's a bad idea.”
Try: “That might be a good idea.”

Instead of: “You didn’t do what I told you to do.”

Try: “Let’s review my expectations again.”

Negative speaking is a hard habit to break. Using the right words is powerful, and the results are rewarding. Speak (and write) in the affirmative and build more trusting relationships, improve morale, and be seen as a constructive influence in the workplace. Accentuate the positive!

Occupation Underway-Now What?

2011-10-17T10:12:00.001-05:00

The Occupy Wall Street movement is well underway, and gaining momentum worldwide. My interest is piqued, and I’m wondering about the longer-term implications of what’s happening right now.

This group of demonstrators has yet to clearly define their stance, goals, or wants. I have reviewed their web site at occupywallst.org, and their main Facebook Page in some detail. These are statements copied from those sites:

• “Occupy Wall Street is leaderless resistance movement with people of many colors, genders and political persuasions. The one thing we all have in common is that We Are The 99% that will no longer tolerate the greed and corruption of the 1%.”

• “…a protest against bank bailouts, corporate greed, and the unchecked power of Wall Street in Washington.”

• “Inspired by the uprisings across the Arab world, and fueled by the feelings of anger and helplessness of everyday Americans…”

Although I am sympathetic to some of the complaints of Occupy Wall Street, I am left with this question: IF YOU WERE IN CHARGE, WHAT WOULD YOU DO? That unaddressed question leaves a massive vacuum that weakens any debate.

Dick Durbin, Democratic Senator from Illinois, successfully spearheaded an effort to limit the fees that banks can charge when consumers use a debit card for purchases. Durbin’s actions, well-meaning as they were, had a woefully predictable result. Once those bank fees were capped, financial institutions looked for other ways to replace the lost revenue. Bank of America was the first mega-bank to announce increased fees to debit-card users, and the fury from consumers was immediate and vocal.

I’ll be avoiding the gatherings of protestors, although I have sympathy for the frustration and anger about the apparent greed of big business and the feelings of disenfranchisement that have led people to demonstrate. I believe strongly in anyone's right to gather and be heard, because that is one of the principles under which our country was formed. At the same time, I am disturbed by the reverse elitism and naiveté of some of those involved as well as the shrillness of some aspects of the rhetoric. I predict that being “leaderless” will result in a lack of focus that will result in their serious concerns being dismissed. I resent the attempt to label me as being either among the 99% or the 1% (“You’re either with me or against me” BAH!). I recommend that they get assistance with developing and communicating a cohesive message, including their viable wants or "demands". I expect the gatherings to adhere to local laws, in respect of civil obedience and the safety of fellow citizens.

Furthermore, I suggest that demonstrators keep their fancy iPhones in their pockets when the media is around… that is, if they hope to be viewed as one of the 99%.

I Don't Like You Anymore

2011-10-10T08:48:00.001-05:00

It’s one thing to create a Facebook Page for your business and attract subscribers. It’s another thing entirely, and much harder, to retain your subscribers and make social media productive for you.

I’ve been active on Facebook for about two and a half years. The main value to me is the ease with which I can keep up with my far-flung friends. But I have “Liked” numerous businesses, and I have done that for several reasons: (1) To receive news about the business, (2) To obtain special discounts, (3) Because their postings amuse me, and (4) To feel a part of the brand, by commenting and contributing postings. On several occasions, my Facebook interests have resulted in me actually making purchases based on personalized marketing displayed on my Facebook home page. That’s the Win-Win inherent in social media marketing.

What I DON’T LIKE is uninteresting, boring postings by businesses that are taking up space among posts by my friends. I have recently started to “Unlike” some of the businesses with which I connected months ago.

If you don’t want me (and others like me) to Unlike your business, here’s what you need to do:

• Communicate with us in a personal way that allows us to feel like insiders. We want to be “in the know” about your business.
• Allow us, your customers, to tell stories that enrich your brand.
• Ask for our input to influence your products.
• Engage us, by soliciting postings, comments, photos, etc.
• Be very responsive to our questions and needs. We need to know that there are real people behind the Facebook curtain!
• Don’t require me to compromise my security or share my friends info (which is not mine to share), in order to be eligible for contests or giveaways.
• Make our connection personal. For example, “Meet the people behind _________” (a product, a service).
• Post content I will be inclined to share with others, because it’s so interesting or funny or helpful.
• Educate and enlighten me. Don’t just try to spoon me corporate spin.
• Never, never, never put your postings on autopilot via a contracted service!

Revitalize your business’s Facebook activity, or I won’t Like you anymore.

Losing a Customer is This Easy

2011-10-03T07:13:00.000-05:00

Last week, my husband and I revisited a restaurant in Kennebunkport, Maine that we have enjoyed for about 10 years. The food is good, the prices are reasonable, and the casual, friendly atmosphere is right up our alley. I always look forward to their “Lazyman’s Lobster”, which they remove from the shell for you and serve in a bowl, doused in butter. Ah, what a sinful pleasure!

As I perused the menu, I realized that there was no Lazyman’s Lobster being offered. I decided to ask about it. The answer I got, “Well, we can do it if you insist… But we prefer to serve it whole, in the shell.” This was delivered with a sigh, a squirm, and a notable lack of eye contact.

I was not only disappointed, but annoyed with the response. Here was the unspoken conversation that did the real damage to our “relationship”:

HIM: “I’m really going to hate it if you insist.”
ME: “Of course you prefer to serve lobster whole, because it’s easier for YOU. But isn’t this supposed to be about ME?”
HIM: “I told the cooks they wouldn’t have to prepare Lazyman’s Lobster anymore.”
ME: “Don’t you have to take lobster out of the shell to prepare all this other stuff on the menu, like Lobster Rolls, Lobster Stew, and Stuffed Lobster? Why should this be a big deal?”
HIM: “I hate it when these tourists are too lazy to take apart a lobster themselves.”
ME: “Why didn’t I go down the street to ABC Restaurant, where they still have what I want on the menu and don’t make me grovel for it?”

It’s that easy to lose a customer. A bad decision, rolled eyes, the arrogance to ignore what your competition has to offer, and the inability to consistently make your business about delivering what your customers really want. This restaurant in Kennebunkport will probably never notice when I don’t return or recommend their establishment again, but I have to think that they are slowly and silently losing market share with this attitude. It’s a slippery slope.

Chickens Come Home to Roost

2011-09-26T08:22:00.000-05:00

About a year ago, I wrote a blog that predicted what would happen as a result of a specific (unnamed) corporation’s outsourcing strategy. http://habaconsulting.blogspot.com/2010/10/no-crystal-ball-required.html

It’s time to say, “I told you so.” I do not relish being right in this circumstance, as many hard-working, loyal professionals lost their jobs to overseas workers. But the chickens are coming home to roost, and I must say that I don’t have any sympathy for the big guys that have been calling the shots, who are now scrambling for a solution.

Here’s the update on the situation:

MY PREDICTION: “Customer satisfaction will erode with the quality of support provided by the call center(s).”
WHAT HAS HAPPENED: According to insiders, call response times have increased from seconds to many minutes. Once someone answers the phone, the interaction is frustrating and solutions are elusive. Customers are angry.

MY PREDICTION: “Dissatisfaction with support services will foment into serious complaints to senior business management outside the IT/support arena.”
WHAT HAS HAPPENED: Business owners and managers have been complaining vociferously to the people in power in the business, demanding that something be done to improve the quality of support.

MY PREDICTION: “The relationship between IT and the rest of the company will deteriorate.”
WHAT HAS HAPPENED: Although it was the executives on the business side who made the decision to outsource, the CIO entrusted with implementing the strategy has become the whipping boy for the failure. If the CIO is in bad graces, his organization suffers as well.

MY PREDICTION: “At least some support functions will be brought back in-house.”
WHAT HAS HAPPENED: This is where it gets really interesting. The outsourcing contract is being revised. The vendor has sent letters out to support employees who were laid off early this year to solicit their application to be hired (by the vendor, not the corporation) to establish a support escalation organization.

Where this all goes long term remains to be seen. Once in place, will the escalation group staffed by former employees of the corporation end up handling all the calls, making the outsourced first contact group redundant? How many people, burned once by the corporation’s layoffs, will accept a job with the vendor? Will the change in direction and additional services placate the business customers? Will the CIO’s career with the corporation survive?

This would make a really interesting outsourcing case study. I’m staying tuned in.

A LinkedIn Primer for New Graduates

2011-09-19T09:21:00.000-05:00

You have graduated (or are about to graduate) from college, and are hunting for a job. You already know that you need to create a professional profile in LinkedIn. Unfortunately, you don’t have much of a meaningful professional life to describe, yet. Nevertheless, you need to proceed with the task. Think of your LinkedIn profile as a work in progress – continuously. It’s crucial to keep your information fresh and up to date. But you need to start somewhere. Here are some tips:

1. YOUR NAME: Everyone searching for you or connecting with you will use this information. If you have always been known by a shortened version of your first name (e.g. Tim vs. Timothy), you should continue use that name. On a Search, LinkedIn knows enough to return Timothy for Tim, William for Bill, Richard for Rick. (Note that it doesn’t seem quite as smart in regard to shortened versions of women’s names, e.g. it did not list Kaitlyn for Kate.) If you have a very common name, you will need to provide other information in your profile to facilitate an Advanced Search, such as your Alma Mater and your Location.

2. YOUR EMAIL ADDRESS: Not only will you use your email address to logon to LinkedIn, but your email address will be visible to all of your LinkedIn connections. It will also be used to notify you of important LinkedIn updates (including requests to connect and incoming messages). Many students have been using a university-provided email account. If you are about to graduate, you may need to create a new email address for yourself. Using gmail is a good, free option. Make your email address moniker a version of your name, so that people can easily recognize it as yours.

3. PHOTO OR NO PHOTO: Having a photo on your LinkedIn account is optional, but I believe that it is beneficial. However, a bad photo is worse than no photo. Change out of your T-shirt, put on a shirt with a collar and/or a jacket, and have a friend take a decent head shot of you for your profile.

4. YOUR AVAILABILITY: Your profile should include your graduation date and a statement regarding your availability – both in terms of timing and location. For example: “Available for employment immediately after June 2012 graduation. Currently living in Chicago, IL, but open to relocation anywhere in the continental U.S.”

5. CRAFTING THE SUMMARY: Tell us what you have studied, what your degree is in, and how you hope to apply your education (what kind of job you hope to find). This isn’t a resume. You can be a little creative here and give us a glimpse of your personality.

6. YOU DO HAVE EXPERIENCE!: A big part of your LinkedIn profile is the enumeration of your experience. You may require some help thinking about this from the perspective of a potential employer. It’s certainly easier to detail the experience you gained from an internship related to your field of study than it is to find the relevance in other types of summer jobs, but you can always focus on the responsibilities with which you were entrusted and the skills you gained. If you closed up a pizza joint after the manager went home, you were entrusted with the security of the premises and the cash register – AKA “Management Experience”. If you were a camp counselor, you were entrusted with the development and safety of children – AKA “Mentoring”.

7. RECOMMENDATIONS: You need several professional recommendations on your profile. Tap your connections while they are current! If you have had an internship, as for a recommendation from your Supervisor(s). Consider approaching other past employers and professors as well. For more tips, read my April 2010 blog on Collecting Recommendations.

8. HELP US RELATE: LinkedIn Profiles can be very dry and technical. Your profile will most likely be viewed by related professionals who understand your field, and by Human Resources professionals and other acquaintances who do not. The wording and terminology you use needs to generate universal interest. If you are in a technical field, use of specific terms may be necessary – but you also need to offer a translation for people who don’t know the lingo, so they can relate to your skills and experience in some way.

9. WELL-ROUNDED: Something prospective employers consider is whether you will “fit in” to their team and work environment. Give them a glimpse into who you are by adding a little information about your interests and extracurricular activities. LinkedIn also allows you to add a “Reading List by Amazon”. Use this if you are reading books that highlight your interest in continued learning and professional growth.

10. START CONNECTING: Send out invitations to connect to past employers, fellow students, friends, relatives, etc. The real value in LinkedIn is your network. You’ll be surprised how quickly it expands once you get started.

Once you have a draft of your LinkedIn profile – ask trusted, experienced professionals that you know to review it and give you feedback. Make changes. Look at other people’s profiles and adopt good ideas for your own use. A healthy majority of employers now search social websites to research job candidates. You can make a good impression by having a well-developed LinkedIn profile.

Since 9-11-01

2011-09-12T21:58:00.000-05:00

My blog is tardy today, because I struggled with the feelings generated by yesterday’s many commemorations of the 10 year anniversary of 9-11-01. Since the terrorist attacks and tragic loss of life and reactive heroism of that day, what have we learned and how have we changed as people?

We continue to mourn the victims of that day and say that we will never forget. Let’s remember, most of all, the people who died that day…the workers, the travelers, the first responders, and the terminally unlucky. All those lives and loves and dreams cut short by evil. The pain left with those who were witnesses and survived. Yet today we continue to willfully cause each other pain.

• Children bully each other in school, aiming to boost their egos through the pain of others.
• Urban gang members create their own cultures and brutal turf wars to fill the void created by weakness and dysfunction in their uncaring or powerless family circles.
• “Entertainment” features violence, perversion, and stereotypes that desensitize our youth.
• We gather friends online instead of getting out and finding meaningful ways to relate to people.
• Our politicians are allowed to throw muck at each other in the most shameful, irrelevant ways. Not only do we allow the media to follow suit, but we gleefully get caught up in the name-calling.
• Corporate executives continue to bow to greed – sending jobs and careers overseas while our friends and families collect unemployment, lose their homes, and struggle to reinvent themselves.

We remember, but what did we truly learn? To continue to lash out, hate, and be fearful?

Perhaps we can’t all be great philanthropists, but we can take steps to live our lives and do our jobs with more love, tolerance, and grace. That's what I aspire to do.

Be a Fan of Laborers - Today and Every Day

2011-09-05T09:24:00.002-05:00

Many people think of a “good job” as a salaried, Monday through Friday, white collar professional position behind a desk. In today’s economic environment, those positions may be hard to find and not as secure as they once were. We forget that there are many, many important jobs in our country filled by people who work very hard and provide us with highly valuable services that we sometimes take for granted.

Labor Day is a good day to remember to be grateful to those people who do “real work”. I know that corporate jobs can be require long hours and be very stressful. But if you spend your day mostly sitting behind a desk or at a conference table, typing on your computer in a climate-controlled environment, thank your lucky stars for these types of professional, skilled, hard-working contributors to our society:

• The medical aide who takes care of your sick relatives and friends in hospitals and clinics.
• The guy at the automotive repair shop who gets his hands dirty to keep your car road-ready.
• The line cook who prepares your fancy expense account meal.
• The farmer who nurtures the crops that make their way to your kitchen.
• The construction worker that resurfaces the roads you drive on.
• The servers who are on their feet all evening, responding to your signals for a refill.
• The guy who comes out in the middle of the night when your sewer backs up.
• The electrician who finds the wiring problem that keeps your house from burning down.
• The landscaper that cuts your grass and rakes your leaves.
• The room attendant who cleans your hotel room and changes your bedding.

Treat your fellow laborers with the respect they have earned. Happy Labor Day!

This blog was inspired by a CBS Sunday Morning interview with Mike Rowe. For more:
Sept 4 Interview - Mike Rowe

Job Titles - More Than a Meaningless Label

2011-08-29T08:10:00.000-05:00

Think about your organization’s structure. Do job titles have clear meanings and consistency? Are they understood in the context of a hierarchy, to ease career planning for your employees? Unfortunately, it’s not uncommon for titles to become inconsistent in a large organization over a long period of time, especially if your Human Resources department doesn’t provide and enforce clear guidelines for hiring and promotions.

Signs that your company’s job titles may be out of whack:

• There are Managers and Directors that aren't truly managing or directing anyone or anything.
• People with the same titles are reporting to each other, for example, a Director reporting to a Director.
• Employees want a Manager title, simply because they don’t see any other options to advance in the organization.
• There is general dissatisfaction and confusion among the troops, who don’t understand how jobs relate to each other and how to get from Point A to Point B in their careers.

Management struggling with these issues need to plot a corrective course.

If the organization has good guidelines for hiring and promotions, they should be adhered to without exception. As soon as you make one inexplicable exception, you have set a troublesome precedent. Necessary changes can be planned, documented, and implemented over time.

All jobs must have a fully descriptive, current position description. Every position description should be reviewed and approved by HR, and employees should have a copy of their own.

Everyone needs to understand the paths available to advance their careers. Management should take the time to understand employee interests, aspirations, skills, and experience. Provide input into what they need to do to get from where they are to where they want to be, and help them devise action plans to manage their careers.

Senior management; show the courage to make necessary adjustments when business conditions change. If your organizational structure is not functioning to help you achieve your strategic goals, you may have to adjust roles, responsibilities, and titles. Failure to do so can have long-lasting ill effect.

Like it or not, titles are still important in Corporate America. In addition to compensation levels, other benefits and perks may be attached to levels in the job hierarchy. Once given, they are very hard to take away. Egos are fragile and missteps in this area can be very de-motivating to productive contributors. Take the time to partner with HR, get it right, and reap long-term benefits.

Win/Win = Progress + Profit

2011-08-22T08:31:00.000-05:00

When I follow the news about the bi-polarity of American politics today, I wonder how corporations would survive if they indulged in a similar lack of constructive cooperation. They couldn’t. Obstructive behavior, in-fighting, and posturing would put a stop to the progress and growth so necessary for profitable business.

Negotiation is a common element of effective work environments. The push and pull of opposing ideas is healthy and necessary to finding the best solutions to challenges. People who can articulate the value in their own perspective as well keep an open mind to alternatives have excellent potential to contribute to the achievement of corporate goals and achieve professional success.

Personal insults and intimidation may be common on Capitol Hill, but they are never acceptable in a corporate environment, and rarely encourage positive results. Passion can be high without engaging tempers and spewing vitriol. There is a lot of value in tolerance. Most corporate environments have strict official policies that protect employees from harassment. Harassment is behavior that results in a team member feeling uncomfortable, threatened, or unwelcome where they work.

Senior executives can dictate strategy, but even they almost always have someone to whom they must answer for their actions. Publicly-traded companies have a Board of Directors and Investors. Financial Analysts study how well they are managed and the value in their growth and revenue potential. Bad publicity can affect the bottom line.

Corporate politics certainly exist in every workplace. However, when goals are clear, financials transparent, and management is held accountable, petty politics are less likely to be allowed to interfere with what has to be accomplished. If a stalemate is evident in a counterproductive tug of war, leaders are unceremoniously shuffled, strategies overhauled, and/or teams re-organized.

Why do those who direct corporations seem more accountable for the results of politics than our politicians? Perhaps it’s because they don’t have to wait for an election year to suffer the results of their actions.

Don't Expect a Gold Watch

2011-08-15T09:53:00.000-05:00

Some of us remember a time (before the 1980’s) when landing a corporate job provided a long-term sense of security. Seniority sometimes even trumped performance when promotions were handed out. Employees who had “paid their dues” worked 9 to 5, perhaps enjoying a 2-martini lunch mid-day. Many people aspired to stay with a company from college graduation to retirement, and looked forward to being presented with gold watch from a company grateful for their loyalty and 30-40 years of service.

No more. In the modern world of employment, it’s “every man for himself”. Corporations put the bottom line before any sincere sense of obligation for the livelihood of their employees. Workers are always looking for a better opportunity, and have made job-hopping de rigueur. Right or wrong – the norms have changed. Corporations respond to pressure from investors and financial analysts, squeezing operations for profit, and outsourcing jobs. Workers have experienced the extremes of booms like the explosive growth of dot.com enterprises in the 90’s – and the bust of economic disaster, followed by corporate transformations and layoffs that started in 2008.

How can you navigate the new norm successfully and ethically?

KEEP GROWING: A good education and continued learning and growth are paramount to your survival in the corporate world. If you stand still, misfortune may be gaining on you.

BE PREPARED: Keep your resume current, and pay attention to opportunities in your area of expertise and interest. Don’t be hesitant to occasionally test the waters by going on a job interview and/or talking to a recruiter.

NETWORK RELENTLESSLY: When you are looking for a new job, it will most likely be found through your personal or professional network. Meet people. Develop relationships. GIVE before you find yourself in a situation where you may need to TAKE help.

EMBRACE CHANGE: Change is inevitable and ever-present. Be flexible and open to opportunity. Jump at chances to show what you can contribute. If it’s time to move on, take comfort in the very real possibility that the grass might actually be greener on the other side.

The era of feeling entitled to spend decades with the same company is gone forever. There is no reward of a gold watch for our loyalty. That’s really not a bad thing, but it sure does keep us all on our toes!

Economic Uncertainty, Corporate America, and You

2011-08-08T10:27:00.001-05:00

I’m studiously trying not to watch CNBC this morning and the continuing tumultuous negative slide of the financial markets. Markets are reacting badly to the unsatisfying political “resolution” to the U.S. bumping up against the debt ceiling. Although Congress acted in time to avoid a default, neither their constituency nor economists were impressed with how that unfolded and what it bodes for the future. That was reflected in S & P’s downgrade of the U.S. debt from AAA to AA+, and is part of what sent the markets back into a downward spiral this morning.

As a corporate employee, here’s why you should care, even if you aren’t an “investor”:

• You ARE an investor if you have a 401K. You may have lost a chunk of your value in the last several weeks. Reviewing your next statement will be unpleasant.

• Many corporations currently have strong balance sheets. Business has been fairly good over the last two years, and they have been stockpiling capital. That looks good on paper, but is a sign that they don’t trust the financial climate. Capital is a hedge against economic uncertainty. In better times, profits would be invested into growth – including the creation of new jobs. No new jobs – no new opportunities for you.

• A lack of job growth results in limited turnover. Workers are averse to making risky changes while the economy is weak. Corporations know this and some take advantage of the situation by asking people to work more and harder in order to retain their positions. Hard to complain when you know that there are eager job candidates waiting in the wings.

• As a corporate employee, you will experience continued budget constraints. Management wants to keep their financials safe. Expect mid-term budget cuts, especially in regard to salary/bonus increases, travel, training, and consulting. Expect a hiring freeze.

• While companies are still looking for places to cut expenses, your job may still not be safe. Hold off on making any major investments and any risky financial moves. Hold on to your savings; you may need them.

We’ll get through this economic uncertainty, but it’s pretty clear that global financial markets (not just the U.S.) are in a readjustment period where some of the norms have changed. Be aware and take precautionary steps to protect yourself and your livelihood.

The Creative Collective

2011-08-01T08:21:00.000-05:00

Managers tend to favor employees for whom they have a natural affinity. In other words, we often have a positive bias toward people that we perceive to be “like us”. When we can overcome that bias, we build stronger teams by incorporating diversity into their makeup. Your strengths may make up for my weaknesses. Sharing my experience with you will make you a more complete professional. When I am out of ideas, I will be grateful for your burst of creativity. We should all strive for the push and pull, the give and take of a diverse team.

Diversity comes in many forms. It may be as a result of education – for example, a degree in Engineering versus Music. Each generation has a markedly different perspective. Where people were raised – North, South, East, West, or outside the U.S. - introduces a broad range of cultural customs, which can be made more complex by ethnicity. Every personality is different. Diversity is the spice of life, and necessary to move our endeavors forward.

If we all thought and behaved the same way…well, it’s hard to even imagine. We might continue on with the status quo in ad finitum. Blah.

Embrace the differences inherent in your team. Make sure that you are capitalizing on them. Understand where everyone is coming from. Listen to “crazy” ideas. Try something new. Color outside the lines. Surprise and challenge each other, and do the kinds of things that can only be accomplished via a creative collective. Not only will you be more successful; you will have more fun.

Deadlines: Paralyzing or Energizing?

2011-07-25T09:34:00.000-05:00

The U.S. Congress is facing a looming deadline that has serious economic consequences. We are up against the debt ceiling, and if they can’t agree on and ratify a viable plan by August 2nd, we will default on our debt. It remains to be seen how this challenge will be addressed, and whether the political issues can be put aside for the good of our country and its people.

We all face deadlines in our lives. They may be as simple as paying our utility bills or filing our taxes by April 15th. Many are more complex, such as finishing a big project at work that has hundreds of moving parts. Some people react to deadlines in a positive way, and others fight against them all the way.

You may be motivated by deadlines, finding energy and focus in the challenge. This is a healthy reaction to the stress imposed by a due date. Good for you!

But for some, facing a deadline can have an unfortunate paralyzing effect that is counterproductive. That reaction comes from being in a state of panic. Symptoms are avoidance of the work, a tendency to toil aimlessly on manageable tasks that don’t really contribute to the main goal, wasting time trying to move the deadline, or some form of howling at the moon, “Why me? What am I going to do?!” In this case, it’s critical to stop wasting time and energy.

• First, validate your deadline. Is it self-imposed and somewhat arbitrary? If imposed by someone else, find out whether it’s absolute, or can be changed without meaningful consequences.
• If you are in a serious time crunch, boil down your goal to a realistic absolute minimum. What can you do that meets the specific requirements without adding a bunch of bells and whistles?
• Ask for help, if without assistance you will miss the deadline. Be sure you can articulate exactly what type of help you need.
• Work with people, not against them. You can’t afford to allow office politics to get in your way.
• Keep your boss apprised of your progress, so they know if they need to step in.

Meeting a hard deadline may require the investment of extra hours or days of work. You can push through the challenge if you believe it’s important and the finish line is in sight. (Sure hope our politicians can do the same.)

Email Crimes

2011-07-18T08:58:00.000-05:00

Email is dying a slow death in the private world; a fatality of texting, Facebook messaging, Twitter and such. However, it is still very alive in the corporate environment. As written interaction becomes increasingly casual and fragmented, the skills associated with more complex communication are breaking down. Are you a perpetrator or a victim of email crime?

COMPOSITION: Some subjects are complicated, and require careful documentation. Start with an outline of important points to be made, and make them clearly and succinctly. Your audience should not have to sift through paragraphs of circuitous text to figure out what you are trying to say/ask/tell. Neither should they have to backtrack through shotgunned individual messages to piece together the whole story.

SPELLING & GRAMMAR: You may LOL and WTF your way through your text messages, but email communication should be more formal and professional. Use full words and sentences, and double-check your writing with spelling and grammar checks. How you communicate in writing will influence your reputation. Make a positive impact.

PRIVACY: There are some subjects that should not be transmitted over a network via email. Anything you want to ensure is kept private should be handled in a secure manner. Some email files should be password protected. Face-to-face or telephone conversations are still very valuable – especially when subjects are sensitive, or when relationship-building is one of your goals.

RESPECT: Your co-workers and clients deserve respect, which can best be exhibited through personal communication. The very act of sending an email instead of visiting someone’s cubical for a few minutes is not only inefficient, but offensive. If you work in the same office, get off your butt and walk down the hall to talk with them.

Lazy electronic communication can easily become an email crime. Stay away from the slippery slope.

Where is Smart Personalized Marketing?

2011-07-11T11:33:00.000-05:00

When I lived in Las Vegas, I received an invitation in the mail for a day trip to San Diego to shop at Nordstrom. The very reasonably-priced package included round trip air fare on Southwest, ground transportation to/from Nordstrom, time to shop, lunch, and shipping of any purchases to my home. I presume that this was generated via some sort of partnership between Southwest, Nordstrom, and (possibly) American Express. They knew that I frequently flew Southwest, shopped at Nordstrom when in a Nordstrom city (which Las Vegas was not at that time), and liberally used my American Express card. I was delighted by this personalized offer – the smartest one-on-one marketing for which I have ever been a target.

Fast forward more than ten years – the era when we worry about how much Google and Facebook know about us and what they might do with that information. Where are my delightful personalized incentives to spend my dollars? I submit that one-on-one marketing is practically non-existent, in spite of the fact that we (willingly or unwittingly) share so darn much information about what we like, where we go, things we eat, who our friends are, and how we spend our time. Why is it that no one seems to know what to do with that information to really gain my loyalty and grab their share of my wallet?

A few choice words to marketers:

Don’t waste your money parroting back advertising for things for which I just shopped on the internet. Yes, I purchased a light fixture from Lamps Plus; but that doesn’t mean that you should then show me a banner for Lamps Plus. Honestly, that just feels a little creepy. What about a banner for Home Depot, Sherwin Williams, or Kohler to help me complete my bathroom remodel? Maybe I need a local electrician to help me install the light fixture. Think like me.

I’m pretty savvy about internet shopping and finding what I need on my own. You, however, can forge partnerships and offer me experiences I wouldn’t think of creating for myself (like the Southwest/Nordstrom package). Not only would I find that incredibly appealing, but I would tell all my friends about it for years and years.

Do a better job of recognizing and reaching out to your good customers. I know you know who we are! Now show us that you appreciate our business. It’s not enough to passively wait for me to Like your Facebook page and then post clever but unmemorable status updates. Be there for us, and really manage the interaction with your self-proclaimed fans.

An Honorable Mention:

Amazon.com’s recommendations and notifications about new books from my favorite authors. Keep enhancing your personalization, and I’ll keep shopping with you!

Our Sacred Honor

2011-07-04T08:02:00.000-05:00

This morning I re-read the Declaration of Independence for the first time in many years. It's available here: http://www.archives.gov/exhibits/charters/declaration_transcript.html

Within this historic document is a grim reminder of how the people of the thirteen colonies were failed by Great Britain's monarchy, and the courage our forefathers had to take the steps required to establish our independent, united states. It is a brave indictment against King George III.

He has refused his Assent to Laws, the most wholesome and necessary for the public good.

He has forbidden his Governors to pass Laws of immediate and pressing importance, unless suspended in their operation till his Assent should be obtained; and when so suspended, he has utterly neglected to attend to them.

He has refused to pass other Laws for the accommodation of large districts of people, unless those people would relinquish the right of Representation in the Legislature, a right inestimable to them and formidable to tyrants only.

He has called together legislative bodies at places unusual, uncomfortable, and distant from the depository of their public Records, for the sole purpose of fatiguing them into compliance with his measures.

He has dissolved Representative Houses repeatedly, for opposing with manly firmness his invasions on the rights of the people.

He has refused for a long time, after such dissolutions, to cause others to be elected; whereby the Legislative powers, incapable of Annihilation, have returned to the People at large for their exercise; the State remaining in the mean time exposed to all the dangers of invasion from without, and convulsions within.

He has endeavoured to prevent the population of these States; for that purpose obstructing the Laws for Naturalization of Foreigners; refusing to pass others to encourage their migrations hither, and raising the conditions of new Appropriations of Lands.

He has obstructed the Administration of Justice, by refusing his Assent to Laws for establishing Judiciary powers.

He has made Judges dependent on his Will alone, for the tenure of their offices, and the amount and payment of their salaries.

He has erected a multitude of New Offices, and sent hither swarms of Officers to harrass our people, and eat out their substance.

He has kept among us, in times of peace, Standing Armies without the Consent of our legislatures.

He has affected to render the Military independent of and superior to the Civil power.

He has combined with others to subject us to a jurisdiction foreign to our constitution, and unacknowledged by our laws; giving his Assent to their Acts of pretended Legislation:

For Quartering large bodies of armed troops among us:
For protecting them, by a mock Trial, from punishment for any Murders which they should commit on the Inhabitants of these States:
For cutting off our Trade with all parts of the world:
For imposing Taxes on us without our Consent:
For depriving us in many cases, of the benefits of Trial by Jury:
For transporting us beyond Seas to be tried for pretended offences

For abolishing the free System of English Laws in a neighbouring Province, establishing therein an Arbitrary government, and enlarging its Boundaries so as to render it at once an example and fit instrument for introducing the same absolute rule into these Colonies:

For taking away our Charters, abolishing our most valuable Laws, and altering fundamentally the Forms of our Governments:

For suspending our own Legislatures, and declaring themselves invested with power to legislate for us in all cases whatsoever.

He has abdicated Government here, by declaring us out of his Protection and waging War against us.

He has plundered our seas, ravaged our Coasts, burnt our towns, and destroyed the lives of our people.

He is at this time transporting large Armies of foreign Mercenaries to compleat the works of death, desolation and tyranny, already begun with circumstances of Cruelty & perfidy scarcely paralleled in the most barbarous ages, and totally unworthy the Head of a civilized nation.

He has constrained our fellow Citizens taken Captive on the high Seas to bear Arms against their Country, to become the executioners of their friends and Brethren, or to fall themselves by their Hands.

He has excited domestic insurrections amongst us, and has endeavoured to bring on the inhabitants of our frontiers, the merciless Indian Savages, whose known rule of warfare, is an undistinguished destruction of all ages, sexes and conditions.

It's difficult for Americans today to even imagine the conditions described within the Declaration of Independence, since there has been peace on our soil since the Civil War. Today is a good day to remind ourselves that our safety and happiness was hard won.

Two hundred and thirty-five years ago our independence was sealed with a promise to "mutually pledge to each other our Lives, our Fortunes and our sacred Honor". We should do no less today. Happy Independence Day!

Practical Austerity

2011-06-27T07:13:00.000-05:00

Global economic conditions have forced the widespread adoption of austerity programs – not just within governments, but also corporations, small businesses, and individual households. Greece’s complex financial issues are constant fodder for world news, and our U.S. government is knotted up in bi-partisan debate over a stunning spend rate that continues to increase the national debt. Most financial struggles have a lower news profile than these stories, but they all have a few things in common from which we can learn.

Managing financials requires a great deal of practicality and discipline. Budgets must be well-conceived and realistic. Actual spending should be governed by the budget, and not obscured via accounting smoke and mirrors. When revenue is down, expenses must be cut. Difficult decisions have to be made by leaders that carefully consider the short and long term impact of available options for action.

Few are fond of operating in an austere environment. Merriam-Webster defines “austere” with words like “cold”, “somber”, “grave”, and “unadorned”. It sounds like there should be little room for fancy expense account meals in an austere budget, doesn’t it?

When money is tight in our own households, we eat ground chuck instead of choice steak, vacation at home instead of flying abroad, combine errands to conserve fuel, use coupons to stretch a dollar, do our own mani/pedis, postpone large purchases, repair electronics instead of replacing them, and mend clothing to avoid buying new. Credit cards are cut up or put away to avoid undue temptation.

Small businesses modify their business plans to stay afloat. They postpone growth, operate with a skeletal staff, renegotiate rents, forge cooperative partnerships, and get creative with marketing. They make the changes necessary to stay in business, even if they are painful.

We hope that big business and government leaders have the courage to apply the practical austerity we employ in our smaller-scale finances. Instead of tolerating posturing to protect executive positions and privilege, let’s hold leaders accountable for making the difficult decisions for the good of employees, stakeholders, and citizens.

Why Non-IT-Centric Corporations Need IT MarCom

2011-06-20T08:08:00.000-05:00

I spent the last five years of my career in Hospitality Technology in IT Marketing and Communications. Not long into that newly-created position, I discovered that an IT MarCom department was an unusual beast within a corporation whose primary business is not technology. This was made obvious to me when I spoke as part of a panel at a conference hosted by Forrester Research, where the concept was clearly foreign to many of the IT executives who attended.

How can an IT Marketing/Communications department benefit a non-IT corporation?

1. INTERNAL COMMUNICATIONS: Large corporations often have large IT departments, with their own complex internal organizational structures. The team may be geographically dispersed. An internal communication strategy enhances employee engagement, promotes visibility and understanding of strategic goals, illustrates the beneficial impact of IT work on the core business, and improves team member loyalty and retention.

2. POSITIONING IT PRODUCTS AND SERVICES AS A COMPETITIVE ADVANTAGE: Although technology is not the core business, it assuredly supports the strategic and operational efforts of the core business. If IT products and services are innovative and robust, they are providing a competitive advantage. IT MarCom is responsible for creating a compelling message to make that clear.

3. PACKAGING IT PRODUCTS AND SERVICES FOR IMPLEMENTATION: IT software engineers design and develop technology solutions. They are not well-equipped to brand products, or to articulate benefits or market technology in a way that will encourage acceptance by the target audience. Expert assistance in this effort can make all the difference in the successful adoption of new technology.

4. EDUCATING CORPORATE EXECUTIVES: IT makes a big contribution to the success of the business, and needs organizational and financial support from the executives who control funding. The more they know about what IT has done, is doing, and can do for them, the less IT will be vilified as a necessary evil. IT should be welcomed into the inner sanctum of strategic planning.

5. GATHERING ACCOLADES: An IT MarCom group can pursue recognition for technology products and services. Imagine winning a high rank in Computerworld’s “Best Places to Work in IT”, being among the top of the “InformationWeek 500”, achieving CXO Media’s “Enterprise Value Award”, or even bringing home a MarCom or Telly Award for your IT department. Along with a morale boost to IT, the entire corporation gains prestige and credibility with these awards.

Large IT departments need their own MarCom group to give technology and IT team members the focused attention and the identity they need to be successful.

If your company needs IT MarCom assistance, Haropulos Bailey Consulting can help. Contact us via email at habaconsulting@comcast.net.

Weiner's No Leader - and No Boy Scout

2011-06-13T09:49:00.000-05:00

I can’t let the subject of Rep. Anthony Weiner’s indiscretions pass without commentary. As disgusting as I find his sexually-charged internet photos and texting to be, the bigger issue is his stupidity and cowardly lies. Weiner is a U.S. Congressman! He was elected to be a leader and a champion of the people he represents. He is also a husband and, unfortunately, reportedly soon to be a father. I am very sad for his wife, who must not have known the darker side of Weiner’s character when she married him just 11 months ago.

Democratic leadership will most likely find a way to force Weiner to resign. If they don’t, however, and the people of New York choose to allow Weiner to continue as their representative in the House of Representatives, then their Congressman is a man who takes semi-nude, narcissistic photos of himself with his cell phone, holding his business with just a towel obscuring the details. Make no mistake – Weiner will be forced to resign. He will have to tuck his wiener between his legs and join the ranks of former politicians disgraced by sexual misconduct. Maybe his wife will keep him, but the House shouldn’t.

Some hold the opinion that “private” behavior is unrelated to Weiner’s political suitability. To that I say:

(1) Representative Weiner lied about his sexting activity, therefore
(2) He is a Liar, and

(3) He will lie about other things.

(4) He cannot be trusted.

Since 1789, the U.S. House of Representatives requires a swearing in oath. The oath was updated in 1884: “I do solemnly swear (or affirm) that I will support and defend the Constitution of the United States against all enemies, foreign and domestic; that I will bear true faith and allegiance to the same; that I take this obligation freely, without any mental reservation or purpose of evasion; and that I will well and faithfully discharge the duties of the office on which I am about to enter: So help me God.”

Maybe it’s time we enacted an enhanced oath with elements from the Boy Scout Oath: “On my honor I will do my best to do my duty to God and my country and to obey the Scout Law*; to help other people at all times; to keep myself physically strong, mentally awake, and morally straight.”

Anthony Weiner, we shouldn’t allow anyone to follow you. You do not deserve to be a Congressman, or a Boy Scout.

*Scout Law: http://usscouts.org/usscouts/advance/boyscout/bslaw.asp

How Much is Too Much?

2011-06-06T05:51:00.000-05:00

There were stretches in my career when I gave almost more than I had to my employer. I traveled constantly, pulled all-nighters, worked seven days a week, and worked around chemotherapy treatments when I had cancer. I always felt like it was worth it. However, I married at thirty-five, never had children, and retired from corporate life at fifty-two. My situation is not the norm.

In this era of high-unemployment and high expectations for productivity, how do you decide whether your professional efforts are worth the personal cost? There is no definitive answer, but I can spotlight some warning signs that fall into two major categories:

YOUR HEALTH IS SUFFERING

• You don’t get enough sleep, because you have some degree of insomnia. Your work responsibilities intrude into your “offline” thoughts and don’t allow you to relax.

• Weight gain is an issue, for a number of reasons. For example, you eat out too much because of travel, or you get home too late to make a decent meal, or you are seriously hating life and feel like you deserve to eat what makes you happy.

• You “don’t have time” to work out.

• Digestion issues plague you. Indigestion, constipation, diarrhea, heartburn, and/or ulcers.

• Self-Medication issues, including over-consumption of alcohol or painkillers, which you “need” to relax.

• You ignore worrying symptoms, because you would rather not know if you have a serious health issue.

YOUR RELATIONSHIPS WITH LOVED ONES ARE AFFECTED

• Your most important relations are jeopardized. Specifically, you don’t have enough quality time to spend with your significant other – intimately, socially, or at leisure.

• Family events just cannot get purchase on your calendar, because of work commitments.

• You rarely get to see your children play, perform, or achieve, although they are rapidly growing up.

• Birthday, Anniversary, Graduation, and Confirmation wishes are missed or belated, because you just can’t keep up.

• Vacations are paid time off that is sacrificed. There is no time.

• You are ALWAYS “connected” to work, via email or text messages. Your boss expects an immediate answer.

There should be boundaries to employment’s intrusion on your personal life. There may be an exception if you are a CEO or an Executive Vice President (in which case you ARE your job). How much of your life blood do you plan to sacrifice for a paycheck? Sometimes, there is a point where too much is asked. That is the time to explore alternatives for your life and your loved ones.

Welcome Veterans Home - With a Job

2011-05-30T08:02:00.000-05:00

On this Memorial Day in the United States of America, we remember those who served their country and made the ultimate sacrifice. They weren’t able to reunite with their friends and families to enjoy the rest of their lives. Our veterans who come home should be embraced and thanked for their service. One way we can welcome them back is to hire them into the civilian workplace.

Those who serve weren’t away on vacation. Veterans have trained and worked hard under the auspices of the military. They are seasoned, valuable resources with unique experiences. Hiring managers should consider these “Top 10 Reasons to Hire Veterans”, originally identified in 2010 for “Veterans Today” by Capt. Benjamin Jones (with my commentary added).

1. Accelerated Learning Curve: Veterans are used to learning new things quickly, and putting them into action without fuss. They may have a positive influence on your productivity/

2. Leadership: The military has a strong focus on developing leaders. Veterans also understand how to operate within a organizational leadership structure

3. Teamwork: Where is teamwork more ingrained than within a military troop? Survival may depend upon it.

4. Diversity and Inclusion in Action: Our armed forces are very diverse in race, ethnicity, religion, gender, and geographic origin. They often have experience with and respect for cultures in other parts of the world.

5. Efficient Performance under Pressure: As stressful as your job may be, have you ever had to do it while enemies are dropping bombs on your workplace? Probably not, unless you are a veteran yourself.

6. Respect for Procedures: Our military is famous for documenting and applying SOP, or Standing Operating Procedures. Veterans understand the value of quality control via SOP.

7. Technology and Globalization: Service personnel are usually aware of technical trends and their application in an international, multicultural environment. They may have valuable specialized experience in a technical discipline.

8. Integrity: Many veterans have a trustworthy sense of right and fairness. Sometimes this is supplemented with useful security clearances.

9. Conscious of Health and Safety Standards: Military training provides an awareness of health and safety protocols for self and others, which translates well into the workplace.

10. Triumph over Adversity: Experience in the Armed Forces develops maturity, strength, and determination. Individuals who have served in combat are good at putting petty office politics and distractions in their proper perspective and focusing on important objectives.

If you are a hiring manager, work with your Human Resources representative to insure that Veterans are included in your candidate pool. Take advantage of you opportunities to hire a hero.

Things Your Boss Secretly Hates About You

2011-05-23T09:27:00.000-05:00

Hate is such a strong word; but just as you sometimes hate your boss – they hate you back for the annoying, thoughtless, obstructive things you do. Many times, they swallow their most base reactions and don’t tell you about them. If your boss is highly evolved, you may have heard some of these criticisms as feedback or in a counseling session. Assuming that your boss is a reasonable human being and a fairly good supervisor (a big assumption, I know), try to avoid these behavior pitfalls in the workplace:

When the going gets tough, your boss expects to see you exhibit a sense of urgency. Otherwise, they are afraid that you don’t “get it”. That important assignment with a time deadline requires you to scurry/make haste/haul ass. Why are you still standing there?

Please don’t put your future entirely in your boss’s hands, expecting them to orchestrate your career. You must articulate your own career goals. Your boss is neither your parent nor your guidance counselor. Stop looking at them with those big, trusting eyes. Carve out your own career and ask for the help they can reasonably provide to achieve the goals you have defined for yourself.

Hard and competent work will lead to rewards. When promoted, the last thing you can allow yourself is to take on an “I’ve Arrived” attitude and downshift to a lower gear. Learn that you must keep working hard to maintain your position and your reputation. Otherwise, you have proven to your boss that they made a mistake in judgment about you.

It can be valuable to offer a “Devil’s Advocate” perspective on a proposed approach to solving a problem. But nobody likes a constant hole-poker. Bring ideas and solutions to the table, not just more problems.

Your boss is often your mentor too. When you don’t appreciate that and verbalize your thanks, your boss wonders if their efforts are just trickling down a rat hole. That makes them wonder why they try.

A last bit of advice… Keep asking how you can work on your weaknesses. You may actually get some good advice.

If you liked this posting, you may also be interested in: Get Past the Hate. It includes constructive ideas about how to improve relations with your boss.

Champion Golfers are like Successful Executives

2011-05-16T08:37:00.002-05:00

K.J. Choi won the Players Championship at TPC Sawgrass yesterday, coming from behind to defeat David Toms in a sudden death playoff. Graeme McDowell, who had been leading at the beginning of the day, faltered badly and ended up tied for 33rd.

Watching the tournament on TV was entertaining. The field was very competitive, with numerous pros within reach of the win. The course at TPC Sawgrass is a brutal challenge, laced with water hazards, insidious little pothole bunkers, and dastardly-sloped greens. The elite golfers were not immune to sending balls crashing through foliage or splashing into water. As good as they are, they still succumb to some of the same challenges we have as amateurs. Don't you just love that?

The attributes that champion golfers exhibit would serve them well should they decide to make a switch to a corporate boardroom. Perhaps that’s why so much business is done on the golf course…

SKILL IS ESSENTIAL: Some are natural-born golfers/leaders. Everyone has to hone their skills to be successful in the long term.

BE PREPARED: Golfers practice, work with coaches, collaborate with their caddies, and continue to develop their skills between tournaments. Preparation is a key to success in the corporate world. It fosters consistency, stability, and trust.

PERSISTENCE PAYS: K.J. Choi lurked one stroke behind David Toms for much of the final round of the Players Championship. He was in position to take advantage of a misstep by Toms to win the whole tournament. A flash of brilliance rarely wins the day – it takes focus and persistence to be a consistent winner in life.

VISUALIZE YOUR GOAL: If you don’t know where you are going, you won’t know when you get there. Golfers always shoot to a target. Executives must have specific goals.

PLAY BY THE RULES: Golf has an extensive and detailed rule book. You must know and adhere to the rules, or face costly penalties. Some rules in business are less clear, but breaking rules in a corporate environment can get you fired, or even prosecuted and sent to jail. (Ask Raj Rajaratnam.)

MOVE ON FROM MISTAKES: The landscape on a golf course offers many opportunities to make bad shots. A golfer must be able to recover and move on to the next shot and the next hole. Executives make honest mistakes too, and must be able to regroup, learn from their mistakes, and move forward.

STYLE & CHARISMA COUNT: The media was clearly enamored with Graeme McDowell’s ease and charm during interviews. As a result, they treated him kindly when he lost his command of the lead on Sunday. Relationships matter.

If you enjoyed this post, you may also like:
http://habaconsulting.blogspot.com/2010/08/arnold-palmers-etiquette-wisdom.html

Examine Your Ethics

2011-05-09T11:03:00.001-05:00

Last night on TV I watched a grown man cry because he was faced with a professional challenge that violated his personal ethics. (Yes, I’ve been watching Celebrity Apprentice again. Blush.) In the most recent challenge, the candidates were given a charity fund-raising challenge. All the money would go to the winning project leader’s charity – not to the individual charities of each fundraiser.

This challenge didn’t sit well with project manager and famous rocker and actor Meat Loaf. He was beside himself emotionally, struggling with the idea that he was calling in favors to raise money that might not go to his charity. Meat Loaf asked Trump to change the rules, but was rebuffed and told that the show was about winning and if he won the challenge, he would get the money.*

This episode and Meat Loaf’s ethical dilemma made me think about personal ethics in a work environment. How often are corporate employees asked to do something that they know is wrong? Do you know where and how to draw the line and avoid violating your personal ethics? Most established companies have an official ethics policy, but in some circumstances there are gray areas subject to interpretation. In other cases, violations of ethics are perpetrated by senior executives. It’s not easy to say no when your job may be at risk. So what do you do?

1. CLEAR UP POSSIBLE MISUNDERSTANDING: You could be misinterpreting what you are being asked to do. Ask specific and probing questions to insure you have a clear picture of what is being asked of you.

2. SUGGEST AN ALTERNATIVE PATH: Recommend another option for action that avoids the ethical issue.

3. COMMUNICATE YOUR DISCOMFORT: In a calm, professional, and straightforward manner, explain to your boss what is making you uncomfortable. If you can reference your company’s ethics policy in a specific way – do so. Do this with a “help me understand” attitude.

4. RESPECTFULLY REFUSE: You can refuse to do wrong. This takes guts, but your unscrupulous boss may back down if you stand firm.

5. ASK FOR HELP: If you are sure you are being asked to do something unethical, and your immediate supervisor is unresponsive to your concerns – go over their head to upper management or to Human Resources for help.

6. LOOK FOR ANOTHER POSITION: If you are working for a supervisor or a company that is proving to be unprincipled, you may need to move on to protect yourself and be happy.

7. TAKE LEGAL ACTION: This is, of course, a last resort. It’s a lengthy and expensive road – but could be necessary depending on the stakes involved.

At some point in a long career, you will face ethical challenges. Stay true to your own standards, and you can avoid losing sleep over uncertainty and regret.

*How did Celebrity Apprentice end? First, another candidate (country star John Rich) promised to personally contribute the donations “lost” to Meat Loaf’s charity if his team fell short in the competition. That was an amazing act of generosity. Second, Meat Loaf’s team won, so he gained $190,000 to give to his charity.

The Lucrative Mystique of Successful Brands

2011-05-02T08:30:00.001-05:00

What makes a brand wildly successful? Generating passion about what the brand has to offer. Collecting customers who are willing to reach into their wallets repeatedly to pay a premium to associate themselves more closely with their preferred brands. These ambassadors influence their friends to get on the “brandwagon” with them. Collectively, they create a buzz that is an important element of the brand mystique. But what do companies do that generates this type of long-term loyalty?

OFFER GROUND-BREAKING GOODS

When you have great products, customers will stand in line to spend their hard-earned money. - Think Apple

KEEP THINGS FRESH

However good you are, you can never stand still. Always work on being better and more innovative. - Think Starbucks

MAKE IT PERSONAL

Tap people’s emotions, dreams, and sense of belonging to a tribe. - Think Harley Davidson

LEAD – DON’T FOLLOW

Your competitors should be chasing you, left in the wake of your creativity and inventiveness. - Think Westin (and their Heavenly Bed)

GROW!

Capitalize on your strengths to expand your offerings and create more revenue opportunities. - Think Amazon

ENGAGE YOUR CUSTOMERS

Use and actively manage all possible avenues that allow you to create dialogues and connections with your fans, such as Facebook, Twitter, You Tube, Smart Phone Apps, your Web Site, and (of course) Customer Service. - Think Zappos.com

BE RESPONSIBLE

More and more, companies are expected to be socially conscious. Pick high-visibility causes and projects that speak to your demographic and do good work. - Think Seventh Generation

Make a Decision!

2011-04-25T09:25:00.000-05:00

If you sometimes wonder why management makes the “big bucks”, one reason is that they have the responsibility for setting direction and making decisions on behalf of the company. Some decisions are no-brainers and can be made on the run. Others require significant research, analysis, legal review, and approval from executive management. Fallout from just one really bad decision can ruin a career. That’s why some managers get so bound up in the process that they postpone important decisions that affect their ability to meet strategic goals.

On the surface, decision-making seems pretty simple. Just make a list of Pros and Cons, look at the results, make a choice, and move on. But what do you do when your options seem equally good (or bad), and it’s time to pick a direction?

WEIGH THE PROS & CONS: You may have 10 things on the Pros side, and 10 things on the Cons side, but they are not all equal. Assign each item a “weight” based on importance and impact. Add up each side again, using the weight number and see how the chips fall.

EXAMINE YOUR GUT: You must not base important decisions solely based on a gut feeling, but you can take your intuition into account as a factor. Think about why you feel the way you do and qualify that feeling into something to add to your weighted Pros and Cons list.

GATHER INPUT: You’ve already brainstormed with your own team – now approach trusted colleagues or mentors for their opinions. Other perspective and experience may add new light to the subject.

PREPARE A BACKUP PLAN: Whichever choice you consider, be sure to play out some risk scenarios on paper, in case you have to change direction. If legal agreements are required, include protection to cover your worst nightmares (e.g. the vendor you have chosen to work with goes out of business).

ACCEPT THAT THERE MAY BE NO “BEST” CHOICE: Someday you will have to choose between two equally good options. Don’t let that delay your choice too much. If you can live with either choice – make the decision, feel good about it, and move on. In business, keeping momentum has its own value.

DO WHAT YOU CAN LIVE WITH: You may worry about whether you are making the best choice for the long run. It may be a long time before you know for certain how it turns out. But if you’ve done your analysis and made a decision based on facts and logical reasoning, you should be willing and able to defend your actions if challenged. (“I went with my gut” will not be an effective defense.)

Now, suck it up and be a real leader. Make a decision!

Still Exploring

2011-04-18T07:00:00.002-05:00

Today marks two years of weekly blog posts by Haropulos Bailey Consulting. We began this journey as a means to introduce business people to who we are and how we think. It’s also our mission to share some of the professional experience we have gained over almost 30 years in a corporate environment.

Our sincere thanks are offered to the readers we have attracted over the last two years, from all around the world. I should also thank Google and other search engine companies that send people our way. The feedback and statistics we collect help us hone our subject matter, based on your interest. We can only hope we have helped you or touched you in some way.

Future blog posts will continue along the same vein, until someday we run out of ideas (my recurring nightmare on Sunday nights). We are inspired by conversations with friends and former colleagues, current events, activity in social media, and memories of good and bad corporate experiences of days gone by. Suggestions for subjects are always gratefully welcomed, and we are still exploring hot topics that may be of interest to you.

Think of our Haropulos Bailey Consulting Blog as a little bit of free mentoring and consulting, offered in the spirit of “Creative Practical Collaboration”. You are invited to contact us by posting comments to the blog or by emailing us at habaconsulting@comcast.net.

Onward into Year 3!

Dear Mr Trump

2011-04-11T09:42:00.000-05:00

Every time I turn around, I see Donald Trump - on NBC, CNBC, MSNBC, various talk shows, commercials, and products. In Wikipedia, he is defined as an "American business magnate, socialite, author, and television personality". Some think he should be our next President. Well, I have a few constructive suggestions for "The Donald".

Dear Mr Trump,

I watch your show, Celebrity Apprentice, with guilty pleasure. It’s interesting to hear the weekly challenges, wear my business hat to consider how I would approach them, and watch the celebrities compete to varying degrees of success. But the show would be more enjoyable, and even educational, with less petty drama and more insight into innovative business practices. It’s disheartening to watch your contestants fight, whine, backstab, and finagle their way to avoid being fired. You have completely ignored an opportunity to inspire people to be successful in business, and predictably sell out instead. Thank you for raising money for charities; but the show isn’t as much about that worthwhile goal as it is focused on lucrative product placement and low-brow amusement. I suppose it works for you and the network, and is very popular, but it does not stir my admiration.

You have publicly stated on numerous occasions that “Trump” is the greatest brand in the world. Just saying it does not make it true. You dilute the power of your brand by putting it on everything from offices, condos and hotels to menswear, lighting fixtures to fragrances, vodka to steaks, bottled water to furniture, and golf courses to a university. Overexposure and over-diversification has bloated your brand image and has it teetering on the edge of the ridiculous.

Now your sites are set on a candidacy for the 2012 Presidential election. I don't see how you will be able to reconcile your numerous financial failures (i.e. bankruptcies and the forced sale of several major businesses) with the possibility of having the responsibility for decisions critical to our national budget. Are you trustworthy to hold those purse strings? In the business world, I understand that some risk is necessary to gather great financial reward. But if the security of 300 million Americans were in your hands, we would expect a more conservative long-term approach to decision-making.

Frankly, Mr. Trump, you need a brand makeover. I recommend:

• Focus your products and enterprises around a clear set of brand values to which a specific segment of the public can aspire.
• Eliminate the “noise” that dilutes your brand, including products that don’t fit with your brand values.
• Re-work the formula for "The Apprentice" to focus more on real business acumen. If you don't want to give up the current version, create another one for CNBC. It would be a great promotional vehicle for Trump University.
• Your brand revolves around your personal image. If you are going to stay relevant, you must get rid of your contrived comb-over for a modern, age-appropriate hairstyle, and shed about 40 pounds to look more energetic.
• Try being a little more humble and a little less pompous.

I hope you understand that my comments are not personal. As you say on your show, “It’s just business”.

Sincerely,

Laurel Haropulos Bailey
Management Consultant

Business is Business

2011-04-04T11:15:00.000-05:00

My business experience was logged almost exclusively in the corporate world. I donned “business attire” Monday through Friday to wrestle with office politics, airline travel, expense accounts, the fine points of human resource and career management, and fought through the unwieldy process for approval of annual budgets - all of which occurred in a climate-controlled environment.

Last week I brushed shoulders with scores of experienced professionals engaged in a completely different kind of business – AGRICULTURAL FARMING. A group of about 80 people, including me and Ron, attended an auction of 60 acres of farm land in Paxton (a small town in central Illinois). Among the others present were independent farmers, land brokers, bankers, and investors. The level of interest in the room was palpable, and became even more evident once the auction began. A flurry of bidding quickly went from $5,100 per acre to a final sale price of $7,450 per acre. The buyers, a local family, were congratulated with handshakes and claps on the back. To seal the deal, they wrote out a check for 10% of the total purchase price of $447,000. It was all over within 15 minutes!

It would be a mistake to misjudge the sophistication level of the auction attendees by their favored fashion - jeans, overalls, fleece, and ball caps. Farming is big, big business that requires skill and experience, and should not be characterized as merely “sowing and reaping”. Calculations are used to determine the optimum planting depth for seeds, and timing for fertilization, weed, and pest control, based on history and conditions. During critical periods, farmers work 24 hours a day to plant, cultivate, and harvest their crops, with the help of expensive specialized equipment. Paperwork is required to secure valued government subsidies and to satisfy the IRS. Farmers use the futures market to hedge against falling prices, and keep a keen eye on the commodities market to pick the best time to sell their harvested crops. All field work is accomplished at the mercy of Mother Nature, who adds a sadistic variable to the mix in the form of rain, snow, wind, drought, pestilence, and blazing or freezing temperatures.

Farming’s effect on the overall economy is broad. Here are just a few examples... Banks provide the credit required to purchase equipment and carry mortgages. Brokers package land sales and promote them, earning their percentage. Insurance companies sell crop insurance. Large corporations invest in land farmed for profit. Grain companies haul crops and provide storage in grain elevators. Genetic plant research drives improvements in seed and fertilizers that maximize production and yield per acre. The equipment needed to prepare the soil, plant, and harvest sells for hundreds of thousands of dollars – or is made available to lease. Financial analysts track earnings of Caterpillar and John Deere, as an indicator for commodities futures.

The global business environment is complex and fascinating. The most savvy business people strive to have a broad view of how the pieces fit together and affect the worldwide economy. Business is business. Be very aware that what you do is part of a much bigger picture.

Don't Take Your Employees for Granted

2011-03-28T08:57:00.000-05:00

It’s been a stressful and scary time out in the professional world, and senior management has had the upper hand over their staffs for the past few years. Some unethical people in power have taken despicable advantage of employees fearful about job security - demanding more productivity and longer hours without additional compensation. “You are lucky to have this job”, is the thinly veiled message from the dude with the cattle prod at your back.

Many corporations have been managing through bad times. There has been serious pressure from low business levels, plunging profits, the need to cut expenses, and noise from unhappy shareholders. If this reality is properly communicated to employees in the form of actions necessary to keep the organization financially viable (and jobs on the payroll), most workers will rally and paddle in tandem with management to weather the storm. They don’t need to be threatened or abused, and they mustn’t be taken for granted.

Better days are coming, slowly but surely. Imagine what will happen as the tumultuous tides recede and your employees have a chance to contemplate their hard-won survival…

• There will be resentful people that will hold a grudge for how they were treated during bad times. The next perceived loss suffered at the hand of the corporation may be the last straw. (Remember the guy in the movie Office Space who set fire to the place because they took his stapler away from him?)

• Some talented individuals have been tolerating abuse just until the job market opens up, and they have an opportunity to go somewhere they will be appreciated and well compensated. That’s the bitch about taking advantage of the passing fears of your employees.

• Training and development of employees is widely abandoned when funding is scarce. If you lose critical resources you have been relying on, do you have anyone prepared to step up to the plate and complete critical projects in progress?

Take a good look around at your team. Are they listless, exhausted, and shell-shocked? Do they show signs of being disengaged, unmotivated, or even angry? You’d better be talking with them, thanking them sincerely and repeatedly for their efforts, supporting them through this recovery period, and helping plan their career development. If you take them for granted much longer, they may just be ready to move on. Opportunity is burgeoning in 2011.

Your Professional Tagline

2011-03-21T09:59:00.000-05:00

When we wrote Guiding Principles for Haropulos Bailey Consulting, it seemed natural to also develop a tagline as part of our brand identity. We chose “Creative, Practical Collaboration” as a shorthand way to communicate what we have to offer our clients.

Here’s your task: If you were to add a tagline to your resume, what would it be? Boiling down your best attributes into three words, which words do you feel would be most representative of your characteristics? You have inherent strengths to market to an employer. With what words can you best reflect values important to you? Can just three words effectively express your professional essence?

The value of this task is for you to revisit your resume and ensure that the content of the tagline you develop is included in your resume or cover letter. I don’t mean to literally feature your three-word tagline! But it’s vital for you to communicate those attributes that reflect your strengths and values as part of your professional profile. Your best match with a company will be with an organization and hiring manager that has complementary views; one that values similar characteristics.

Here are a few descriptive words to get you thinking. Please share your new tagline with us as a comment to this posting, and help inspire others.

Business Processes vs. Technology

2011-03-14T09:46:00.000-05:00

I was around in the early 1980’s, the olden-days when computers were introduced to the desktops of corporate workers. My memory of the immediate and dramatic boost in our productivity is still clear. Instead of writing functional specifications for system design on yellow legal pads and walking them over to the word processing department (an iterative process until the document was finalized), we could digitize our specifications ourselves – literally saving days at a time. I also remember when we first got email in our office! This was a time when the introduction of almost any technology rocked our world and changed all of our business processes for the better.

Thirty years later, the cycles for introduction of new technology are so quick that Best Buy now has a “buy back” program to protect consumers afraid to buy something today that will be outdated tomorrow. At its worst, American society is an embarrassing collection of gadget freaks, blithely strewing capital into the marketplace to acquire the latest and greatest voice-activated-touch-screen- application-rich-LED-bright-mind-numbing-mesmerizing collection of microchips and memory to come on the market.

Don’t get me wrong – I love technology. Specifically, I love TECHNOLOGY SOLUTIONS; or the best tool for a purpose. If the purpose is strictly entertainment – that’s cool. But if the goal is to more efficiently conduct business – that’s another thing entirely. Before spending beaucoup bucks on the coolest new technology, someone (I hope) is going to want to understand the business case behind the purchase.

Management should be relentlessly exploring possibilities for optimizing their business processes. Often, improvement can be achieved without requiring changes to technology. But when a great new technology comes along, it’s a good time to think creatively about processes and determine whether they could be streamlined in a measurable way by applying innovation and new tools.

Purchases of new technology solutions should be subjected to a cost/benefit analysis. Think and plan first – then buy. Why, exactly, do your employees NEED to discard their Blackberries in favor of iPhones? What legitimate business will they conduct using an iPhone that they couldn’t do with their Blackberry? Do your executives truly need a smart phone, an iPad, a laptop/netbook computer, AND a desktop computer? Shouldn’t it be more about the software than the hardware sometimes?

Next time you plan to purchase expensive new technology, challenge yourself to deliver a lasting improvement to business processes as part of your implementation.

Accomplishment Beats Anxiety

2011-03-07T09:29:00.000-06:00

I am a Master Procrastinator, a trait which I manage to balance by being also being the Get-It-Done Queen. This unholy marriage of characteristics occasionally generates stress, but it also gets my blood pumping! Over time, I have learned specific techniques that help me conquer unpleasant or difficult tasks in a systematic way.

1. MAKE A “TO DO” LIST. Getting all that stuff in your head documented helps convert vague worry into concrete action.

2. CATEGORIZE AND PRIORITIZE what you need to accomplish. Push aside those items that don’t need attention right now, and bump the critical things to the top of the list.

3. IDENTIFY DEPENDENCIES. “I have to complete Item C before I can do Item D.”

4. CREATE A DETAILED OUTLINE OR PLAN for any complex items, breaking them down into smaller tasks. This step is important to help you avoid being overwhelmed with any single challenge.

5. ASSIGN DUE DATES to major milestones. Be realistic but also aggressive.

6. RECRUIT RESOURCES to assist you, if needed.

7. KNOCK OFF SOME LOW-HANGING FRUIT. There may be a few really easy/quick things on your list, like making a phone call or scheduling a meeting. Do a few of those right off the bat, to get you kick-started and give you a sense of accomplishment.

8. REVIEW YOUR PLAN DAILY to stay focused. Make sure you are continually making some forward progress.

9. UPDATE YOUR PLAN STATUS REGULARLY. It will help to see concrete evidence that you are making progress.

Are you facing something today that you are dreading? Diffuse the effect worry has over you by defining your tasks and tackling them head on. Accomplishment triumphs over Anxiety.

Courage in the Face of Adversity

2011-02-28T06:00:00.001-06:00

Politicians are finally showing some courage and addressing challenges critical to the well-being of our country, individual states, and constituents. From health care to Social Security, union entitlements to gross budget deficits – it’s time to make tough decisions about our collective future. I applaud the leaders willing to tackle unpopular issues that have been festering for a long, long time.

Corporate executives are also challenged with adversity, in the form of competitors, pressure to be innovative and profitable, rising costs, the imperative to grow or die, and the expectations of employees. Courageous leaders build strategies to face their issues. They make difficult decisions that aren’t popular with everyone, but that they deem best for the overall success of the corporation. The best leaders also communicate their strategies, plans, and actions so that motivation, reasons, and expected results are well understood.

Courage is required at all levels of an organization. Adversity may be concrete or perceived, but how a leader responds is a test of true management capabilities…

LB is an executive with a large corporation that is winding down an organizational transformation. He squirms as he gives a pink slip to his administrative assistant, bemoaning the pressure he has been under to streamline his department. LB is a cowardly leader.

DB has the unwelcome task of outsourcing most positions in his department, eliminating scores of internal positions. When the strategic decision is made, it is clearly communicated to the team well in advance of the layoffs. All employees receive timely letters detailing their termination benefits, and have individual exit interviews. During the dismantling of the department, DB has an open door policy, and spends many hours in informal counseling sessions that provide some comfort. DB is a courageous leader.

JH’s management team is less than a well-oiled machine. They are a collection of individuals, who do not support their leader well. Some meet their strategic goals, and some do not. JH is frustrated by the dynamics, yet he is not honest about his disappointment, nor does he deal with the situation by holding the individuals accountable for their performance. The leadership dysfunction affects the morale of the entire department. JH is a cowardly leader.

How do you face adversity in your corporation? Be a courageous leader.

When Tech Shortfalls Thwart Customer Service

2011-02-21T09:26:00.001-06:00

Last week, I took action to redeem some American AAdvantage Miles before they expired. I had enough for a domestic round trip ticket, and my husband had enough for a one-way segment. I logged on to aa.com to make reservations for my reward travel.

It wasn’t too surprising to discover that I could not book our reservations online as part of the same itinerary, because of different AAdvantage accounts and the round trip versus one-way redemptions. STRIKE ONE for American Airlines’ technology. Most of the airline systems (American’s included) are notoriously antiquated behind the scenes, and rigid in their functional capabilities. So I called their 800 number for help, already having checked award flight availability and mapping out an itinerary. I hoped American’s reservation agents might have capabilities unavailable to me on their web site.

Upon reaching an agent and explaining what I was trying to accomplish, I was advised that our reservations could not be booked as part of the same itinerary. OK – I expected that. But then the agent told me that there was only one award flight available for my desired travel date (a flight that did not work for us). I told the agent I had found additional availability online and began to provide the flight numbers, but was abruptly told that she could “see” only the one flight available. American’s reservation system did not show the same availability shown on their web site. STRIKE TWO.

Back to the web site to book our travel online. Here I discovered that Ron’s one-way award had to be booked separately from the one-way return for which we would pay a normal fare. So I made the two reservations and noted the different confirmation numbers. I then made the reservation for my round trip reward ticket.

When double-checking our three confirmed reservations, I discovered that I had made an error. I had booked my husband’s departure and return for the same date. Augh! Operator error. So I retrieved the reservation and submitted a modification for the correct date. The system then advised me that I would be charged $150 for the change. Angry with myself for the mistake, but somewhat resigned to paying the evil airline’s price, I completed the modification and provided a credit card to pay the additional $150.

The more I thought about my experience, the more upset I got. I called American and asked to speak to a supervisor. Much to my surprise, I was told that since I had found my error and made the modification within 24 hours, American would refund my $150.

Hooray, and STRIKE THREE at the same time! If American’s policy was to refund the change penalty, why doesn’t the system support that policy and not impose the fee in the first place? This limitation in their technology conveniently generates revenue from all the people who don’t bother to call and complain.

All’s well that ends well, except that I am reminded of several of the reasons I fly Southwest now instead of American.

The negative impact that ineffective technology can have on customer loyalty should not be overlooked by any business. Keep your technology updated to serve not only your operation, but your customers.

P.S. I'm not paying for checking any baggage either. So there.

How to Love Your Job

2011-02-14T08:00:00.001-06:00

Sometimes it’s easy to love your job. Other times, not so much. After 28 years in a corporate environment, I learned a few things about how to make the best of the whole work experience by focusing on the things I could control. Here are my tips:

A PLEASANT COMMUTE: The work day starts when you leave your home. Enhance your commute by keeping your car clean, choosing a scenic route, playing music or listening to a radio show, and enjoying a morning beverage. (If you commute via public transportation, I recommend an iPod or a Kindle to help transport you to your Happy Place.)

PERSONALIZE YOUR SPACE: Whether you have a cube or an office, you probably have some options to put your mark on your work space. Make it a comfortable place to spend your time by adding meaningful personal touches, like art, a special coffee mug, and family photos. The neater you can keep your space, the more serene you will feel.

KEEP LEARNING: Work feels less like a rat race if you are learning something new and interesting every day. Cultivate an open and inquiring mind. Take advantage of any training opportunities your company provides. Seek a relationship with a mentor who is willing to share their wisdom.

ACCENTUATE THE POSITIVE: Your position description specifies your responsibilities, but in reality there may be some wiggle-room in regard to where you spend the bulk of your time and effort. Try making small adjustments so that you can focus more time on the work you really enjoy. (Caution: You must still be productive and meet your goals, and can’t avoid work that is your primary responsibility.)

MAKE QUICK WORK OF ONEROUS ACTIVITIES: You can’t escape everything you dislike doing. Instead, grab those tasks by the horns and get them wrestled to the ground quickly and efficiently. Completion will give you a sense of relief, and allow you to get on with more interesting and fun work.

WALLOW IN YOUR ACCOMPLISHMENTS: You deserve to enjoy your successes. Communicate them to your boss, being sure to tell him/her what you learned in the process, what you are proud of, and what you really enjoyed about the effort. This upward feedback may positively influence the projects and responsibilities you are assigned in the future.

CULTIVATE RELATIONSHIPS: You spend a lot of time at work, and will be happier if you enjoy the company of the people around you. Some co-workers will become trusted friends. Others you can appreciate and respect in a professional light. Work hard at having an honest and open relationship with your boss. You don’t need the stress that mistrusting and disliking co-workers creates.

Happy Valentine’s Day! Love your job. It’s better than the alternatives.

Time to Hunker Down

2011-02-07T09:10:00.000-06:00

The holidays are but a memory, the Super Bowl has ended the NFL season, and even January White Sales are a thing of the past. Spring Training and March Madness are a tantalizing month away. Most of the country is locked inside the grip of winter’s snow, ice, slush, gray, and chill. This time of year is kind of a bummer.

It’s a great time to hunker down and be productive at work! C’mon, what else is there to do? You have finished all the end-of-calendar-year insanity, like annual reviews, evaluation of performance against goals, bonus recommendations, and analysis of actual spending against budgets. It’s been over a month since you rang in the New Year with an exhausted sigh. Now it’s the Chinese Year of the Rabbit – so get hopping!

With a fresh budget, newly established goals, and fewer fun distractions, it’s time to hunker down and be productive. You’re already well into the first quarter of the year, and you need something to show for it. Be sure your goals are prioritized, that your team understands where to spend their individual and collective energy, and has bought into the importance of project deadlines.

Don’t forget… People may still feel a little let down after the end of the year. You can do something for them that costs you nothing. Express kind thanks for their efforts and earned results. Be specific about what you appreciate. They need to know that what they do is noticed, and not taken for granted. You would be surprised at the positive impact that can come from a little kindness and recognition. I once delivered hand-written, personalized Thank You notes to everyone on my project team. Many of those notes were displayed on cubical walls for years afterward.

Pulling together to accomplish goals and celebrating successes is what builds a team. Take advantage of the natural lull in the air this time of year to hunker down and get things done.

The Status Quo Has Risks. Protect Yourself.

2011-01-31T09:44:00.000-06:00

It is not good to get too comfortable with and reliant on the status quo. Things change, risk is ever-present, and Sh!+ Happens. Sometimes we can ride out the changes, and sometimes we are blasted from our safe perches and required to take action and move on to create our own new norm. The challenge is to gauge the timing to our best advantage.

Today, the Eqyptian government led by President Hosni Mubarek is faced with a wide-spread, chaotic and violent rebellion demanding change. We provide an average of 2 billion dollars a year in aid to Egypt (second only to what we give to Israel) – primarily to bolster U.S.-Egyptian military cooperation. Imagine the changes required to U.S. policy if Mubarek’s rule is overthrown and a new ruler is disinclined to be allied with the U.S. The balance of power in the Middle East might change overnight. Mubarek is 83 years old. What was our plan for mitigating the risk of a change in leadership in Egypt that had to happen soon?

This isn’t a political blog, so let’s bring the subject matter closer to home with a different and more familiar scenario:

You’ve worked for the same company for years. Suddenly, the company is sold. Leadership changes. Over time, it becomes evident that values, priorities, philosophies, and other important aspects of your situation have changed as well. Your position is threatened by reorganization and outsourcing. Should you hunker down, take evasive action, conform to the new norms, or look for greener pastures? It’s a tough call to make – and harder to take steps when emotions intrude.

Be prepared for change, because change always happens eventually. You can’t always know or guess what is going to happen, and you need not always be looking over your shoulder, but you SHOULD:

STAY IN GOOD GRACES with your current employer. You will need the reference if you decide to move on. Be ethical. Be productive. Don’t let circumstances paralyze you and adversely affect your performance. Rather, strive for new ways to make yourself indispensable.

KEEP YOUR RESUME CURRENT. Update it at least once a year, or more often if you gain new responsibilities, experience, or credentials.

CULTIVATE YOUR PROFESSIONAL NETWORK. The majority of new job opportunities are found through networking – not through job listings. Creating a healthy network of people who know you and your work is vital to the health of your career – even when you are not looking for a new opportunity.

LEARN AND GROW. The world keeps turning. You’d better not be standing still. Stay current in your field. Read. Take classes.

EXPLORE THE JOB CLIMATE. Discreetly explore opportunities with other companies, through your trusted network, with the help of a search firm, or through job postings. Go on an interview. (It’s good practice, if nothing else.) The best time to look for a job is while you still have one. If you discover that you are lucky to have your current position, that’s good to know too.

When Hiring Contractors Makes Sense

2011-01-24T09:08:00.000-06:00

You are faced with a project and a deadline that cannot be accomplished with the resources you have on staff. It doesn’t make sense to hire full-time team members to meet that need, only to lay them off after the crunch is over. In this type of scenario, as in some others, temporary contractors are the answer. How do you know when you should consider adding contractors to your team to achieve your goals?

• You are managing a project that requires skills you don’t have internally (and you don’t have time to learn them).
• You simply need more hands and heads than you have, due to time constraints.
• There isn’t anything to be gained by your team doing some tasks themselves (their expertise adds no specific value), and your people’s time is better spent on other things.

• It’s cheaper to hire help than to pay your people to do the work. Remember, you pay 20% + for benefits for your full time employees.

• Your project requires a spike in activity that doesn’t continue later into the schedule.

• When you want to “audition” a candidate for a permanent position.

But BEWARE:

• Don’t spend time and money educating contractors to do things that would enrich the skills and experience of your team – unless your team can partake in the education as well. Otherwise, your people will resent the heck out of the situation (and you).

• Avoid giving contractors work that your team considers “choice”, like working with new, cool technology, traveling to exotic work locations, or getting exposure to executive management.

• Don’t give contractors the same benefits/privileges as your employees, unless you want to risk a lawsuit.

• Don’t treat your contractors like slave labor. They are people too and deserve your respect. Besides, you may need them again someday.

• Be sure there is a transfer of knowledge/learning from your contractors to your employees before the end of the contract. Don’t let the knowledge walk out the door, or you may have to buy it back again later.

From Success to Success

2011-01-17T09:12:00.000-06:00

The Seattle Seahawks surprised many football pundits over a week ago when they beat the New Orleans Saints in a Wild Card game, winning a berth in the playoffs. They played over their heads, behind their veteran quarterback Matt Hasselback, who had a career-defining kind of day. As a lifelong Bears fan, I was hopeful that after the Seahawks’ efforts and emotional high last week, they would suffer a letdown and play badly. I was not disappointed. Yesterday at Soldier Field in Chicago they took a beating by the Bears who ended their season. Lovie’s Bears played really well, and Seattle didn’t have enough gas left in their tank to rise to the challenge.

Corporate leaders are responsible for managing their teams in a way that encourages a string of successes. It’s important to celebrate and acknowledge wins earned by individuals and groups, but there must be a calculated focus in how this is accomplished…with an eye on cranking up for the next challenge. Played correctly, the momentum from one success is fodder for the next.

First… The team culture should include a group understanding of their purpose and long term goals. Each individual should believe in where the team is headed, and be able to visualize and articulate what success would be.

Second… When important successes are realized, take time to celebrate. Recognize the specific achievements of the team and individuals – loudly and publicly. Thank them for their work. Be sure that the “Powers That Be” are aware of what has been accomplished and its contribution to larger corporate goals.

Third… Stop patting yourselves on the back and dissect your success. Discuss it, analyze it, and criticize each step. Acknowledge where you could have done more/better. Counsel individuals that didn’t carry their weight during the project, and ask for greater effort next time. Make this motivating.

Fourth… Plan how to take the skills and experience of the team and apply them to the next challenge. Define and document what success will look like. Set new goals. Make sure people know what is expected of them. Cheer them on their way to their next celebration.

Don’t forget to provide leadership along the way. The best coaches are able to change the game plan during halftime if the original game plan is going awry. Be flexible and adapt quickly to changes. Recognize your “Player of the Game” and find a way to make the most of their skills while they are hot.

Now get out there and win one for the Gipper.

Respectful Coexistence

2011-01-10T09:34:00.000-06:00

The terrible events in Tucson this past weekend have made many of us think about our desire for peaceful coexistence. We wish that our differences could be expressed and debated in a civil manner, without vituperative spewing, threats, and other extreme and violent behavior. Let’s let tolerance and respect for other people and their views drive our behavior and interactions. Overcome polarization with open-mindedness, thought, and an eye on important goals. I’d like to see us apply some values, intellect and effort to minimize conflict over differences and find common ground that allows us to move forward constructively.

Our challenges are broad, in our personal lives, in business, in our communities, and politics. But we have choices we can make in all of those arenas. We control our own behavior and are responsible for our actions. We choose to participate in our communities and shape them into places we can be proud to live. We elect our politicians, and are entitled hold them accountable to represent us conscientiously.

The business world is reflective of many of the issues exhibited in our world today. In a well-run corporation, ethical leadership, effective management, clear goals, policies and procedures, the application of laws, and human resources programs help govern the chaos. Individuals mostly “behave”, at least in part because they don’t want to harm their careers, lose a paycheck, or be humiliated in front of their peers.

Each of us can make a difference at some level. Be caring in your personal relationships, respectful and constructive in your work environment, cooperative with community efforts, and active to make your voice heard in politics. Let’s all lead by example, and make clear what we expect from our fellow civilians and our governments. We’re smart enough and good enough to make some changes.

Differentiate Yourself to Win

2011-01-03T09:52:00.000-06:00

Happy New Year, and welcome to 2011. The U.S. economy continues a slow rebound, but the general consensus is that the recovery won’t be truly complete until the unemployment rate is reduced to a healthier (lower) level. For many companies, a new calendar year brings shiny new budgets and staffing plans. People return from their winter holidays ready to tackle a whole new set of challenges…and they may need you!

Job hunting today is a very competitive activity. So many qualified people are looking for good positions. Tension is high for those who have been unemployed for any length of time. It’s a “buyer’s market” right now, and employers can be choosy to make sure they hire the right people.

A friend of mine is currently competing with three other finalists being considered for an attractive position. They have been asked to prepare a presentation for the management team of the hiring company. Although the situation is a little nerve-wracking, she has been given a great opportunity to differentiate herself from the other candidates.

If you are up against multiple candidates, what might you do to differentiate yourself?

• Research, research, research the hiring company. Scour their website, the annual reports (for a publicly-traded company), blogs, reviews, and product descriptions. If your network contains anyone already employed by the company, take them to lunch and pick their brain. Use the information you gather to insert knowledgeable commentary during your interview(s), and to ask informed and insightful questions.

• If asked to do a presentation, don’t just do a boring PowerPoint presentation with a bunch of bullets that you read! Try something different, such as all graphics as a mere backdrop for you (which is where you want them to focus their attention anyway). Or introduce yourself using another presentation product, like Animoto (animoto.com), where you can create a free 30-second presentation with original music and photos you choose. It’s easy, and different.

• Think about ways to showcase your unique personality. You want to draw people to you so they can imagine how pleasant it would be to have you around. Tell an engaging story, spice up your interview suit with a colorful tie or scarf. Don’t forget to smile! Appearing too serious, or even grim, can be a real turn-off.

• Be sure to tell your prospective employers how excited you are about the opportunity, that you appreciate their time, and that you really want the job. They have the gift of employment to give, and expect a little appreciation and enthusiasm.

• Follow up any face-to-face interaction with a “Thank You” communication. Hand-written notes are still always appropriate, and I personally don’t think there’s anything wrong with a creative digital thank you sent via email.

Good luck, and keep your chin up! There’s a good job out there for you.

New Year's Resolutions for Marketers

2010-12-27T08:25:00.000-06:00

Last year, we offered a list of suggested resolutions for corporations. This year, we'd like marketers to use these resolutions to gain more loyal fans for the brands they promote. Better yet, perhaps they would less frequently disappoint the customers they already have!

• Our membership program will be valuable to our customers, and allow for easy participation (i.e. no card to carry in already overstuffed wallets).

• Forays into social networking will be driven by a plan with measurable goals, and will be managed as a serious offshoot of our overall, integrated marketing plan.

• Our Facebook presence will reflect the personality of our brand, and provide important information that lets our “friends” feel like insiders, and presents valuable deals that lure repeat visitors to our page and attracts new customers.

• We will strive to engage our fans with our brands and products, and create opportunities for them to interact as a community, share experiences, and generate buzz.

• Managing negative feedback will be part of our transparent communication with our customers. We will view it as a positive opportunity.

If you missed last year’s blog on resolutions for corporations, click here:
http://habaconsulting.blogspot.com/2009/12/new-years-resolutions-for-corporations.html

How To Be A Bad Boss

2010-12-20T07:00:00.004-06:00

It’s hard to verbalize all the attributes that make someone in management a good boss. But, after many years of experience in the workplace, I do have some firm ideas about what makes a bad boss. If you want your employees to despise you, here are some sure-fire ingredients for leadership failure:

• Be close-minded and keep doing things the way they’ve always been done. Ridicule anyone who makes suggestions for positive change.
• Publicly and repeatedly claim the success of your team as your own, with no mention of the efforts of your employees.
• Ensure that people that work for you that do a good job stay in their position for years and years. Allowing them to be promoted up and out would disrupt your operation.
• Be sure that you give more credence to ideas that come from highly paid consultants than those generated by your experienced team.
• Don’t trust anyone (however experienced they may be) to do their job without incessant needling, pushing, and questioning from you. It’s your job to keep them on their toes.
• Being remote and inaccessible suits your position of importance. If an employee comes to you for help, push the challenge back into their court and make it clear that you’ll be disappointed if they can’t work it out.
• You are the idea guy/gal, so be sure you not only tell your team what to do, but exactly how to do it.
• Minimize risk by squelching creativity. You can’t afford to make a mistake and look foolish.
• Make sure any training you authorize doesn’t interfere with real work.
• Business is serious – discourage levity in your workplace.
• Push on relentlessly from challenge to challenge. There’s no time to celebrate when there is so much still to accomplish.
• “Rank Hath Its Privileges”, which include vendor-purchased or hosted trips, gifts, and fancy dinners you have earned.
• Instill a little fear in your team members. It’s good motivation.
• Always balance the occasional compliment with a well-chosen criticism.
• Enlighten your subordinates only on a “need to know” basis. Explaining context and strategy to them is a waste of time.
• NEVER admit that you’ve made a mistake.

There’s so much material for this subject! Chime in, and contribute your own bad boss experience.

Make It Work

2010-12-13T07:00:00.001-06:00

On Lifetime TV’s hit show “Project Runway”, Tim Gunn is co-host, consultant, and mentor for the fashion designer competitors. His grace, honesty and gentle humor make the show something special. “Make It Work” is Tim’s well-known directive to contestants when he is concerned that they have designed themselves into a corner. That phrase, “Make It Work”, can be well-applied in a corporate environment.

When faced with an important assignment on the job, conditions are never perfect. Challenges are ever-present, and come in various unwelcome packages. You may have an unreasonable deadline, insufficient funding, the wrong skill-set, changing requirements, conflicting priorities, and/or a lack of management support. In spite of everything – you are responsible to Make It Work. That requires fluid, creative thinking and guts.

First, discard any unrealistic, preconceived notions about the best way to accomplish your goal. That might have been the easiest and fastest route, but is not necessarily the best. Start back at the beginning, thinking about exactly what you are trying to accomplish and, for the moment, divorce the end from the means. There is always more than one way to get something done.

Brainstorm with others. Talk about your end goal and review the tools you have at hand. Look at the situation from all perspectives and kick around some “crazy” ideas. Keep your solution simple and straightforward. Assuming that the stakes are high, invest more of your own time and energy to make up for a lack of other resources. Use the specific strengths of individual team members to contribute an organic uniqueness to your solution (i.e. technical ability, artistic flair, writing skills, hole-poking, and humor).

Once you have an idea for your approach, float it past your target audience to test their reaction. Make adjustments. Dummy up a draft of the final product and see how you feel about it. Let the creativity of your team flow, and don’t be afraid to do something a little unorthodox or even wacky – it will be more memorable.

Overcome obstacles, trust in your instincts, your team, and feedback from your audience, and Make It Work. Tim Gunn would approve.

Lessons from Kindle

2010-12-06T08:54:00.000-06:00

I’ve only had an Amazon Kindle eReader for about 3 months, but I have already experienced multiple examples of Kindle Customer Service that were really impressive. Here are the lessons customer service providers can glean from Kindle’s practices:

TIMELY & TARGETED COMMUNICATION: Before Kindle released its new generation Kindle, it announced that pre-sales were available. I ordered mine through a link made available on Facebook. On the release date, the new Kindle was shipped to me overnight at no additional cost.

MAKE PRODUCTS EASY TO USE: The Kindle is very user-friendly. Start-up was amazingly simple, and I downloaded books and started reading immediately.

PARTICIPATE IN SOCIAL MEDIA: I “Like” Kindle on Facebook, and have received many useful tips and recommendations by monitoring their page.

APOLOGIZE FOR ISSUES & MAKE IT RIGHT: I use my Kindle a lot to play word games like Scrabble, and (to my dismay) the letters started to wear off the keyboard. I called Kindle Customer Service, and the first thing they did was to apologize. Then they arranged to send me a new Kindle via overnight delivery.

GREAT PRODUCTS HAVE GREAT SOLUTIONS: My replacement Kindle came with simple instructions for re-loading content I had already purchased. I was up and running within minutes.

MAKE LOGISTICAL ISSUES YOURS; NOT YOUR CUSTOMER’S: I needed to return my defective Kindle within 30 days, in order to avoid being charged for the replacement. Kindle made it easy. I used the new packaging to pack up the old Kindle, and printed a prepaid mailing label provided via a link in an email from Kindle.

USE TECHNOLOGY TO SMOOTH THE WAY: Just as I was wondering how to “wipe” my old Kindle before sending it back…it turned itself on, activated its wireless communication, and displayed a progress bar indicating that content was being deleted. When done, it turned itself back off – ready to be sealed up and shipped. That was a “Wow”.

The only thing that would have made the exchange with Kindle more perfect was to be reassured that they have resolved the issue with the letters on the keyboard, so that I know I won’t have the same problem with the replacement. But, time will tell.

Kindle has a new loyal customer in me, and I’ll be providing a referral to Santa for additional purchases. HO, HO, HO!

The Changing Landscape of Employment

2010-11-29T09:27:00.000-06:00

The U.S. national unemployment rate is 9.6%, and the percentage of unemployed who have been out of work for more than a year has risen to 30.9%. (October 2010 figures from the Bureau of Labor Statistics.) The situation leads us to consider what has changed, perhaps permanently, in the corporate work environment. Here are a few trends we have heard, read and learned about that could affect decisions you make about your career:

• Companies are increasing their use of contractor resources, in lieu of hiring permanent employees. Companies don’t provide expensive benefits to contractors, which can make this practice more attractive financially. And contractors can be hired and released at will, with minimal legal implications. TAKEAWAY: Although you might prefer to land a permanent position, reconsider working as a contractor – at least in the near term. This adds experience to your résumé and money into the bank.

• During this period of austerity, when employers ARE hiring they are often looking for people with a broad range of skills and experience. They may have previously eliminated two positions that they now want to fill with one person who wears several hats. TAKEAWAY: Your resume should highlight the breadth of your interest and experience. If you lack important skills, consider taking some classes and gaining appropriate certification(s).

• Labor statistics reveal that companies prefer to hire people who have been unemployed for a shorter period of time. (A discouraging fact.) TAKEAWAY: During your unemployment, do some work that you can add to your résumé, even if it is unpaid. Take some substantive responsibility with a volunteer organization. Get involved at your child’s school. Accept a temporary contracting opportunity. Work part-time for a relative who has a cottage business. Consider starting your own small business.

• Companies are doing what they have to do to stay viable during tough times. You need to do the same. Neither an emotional investment in your work nor misplaced loyalty should cloud your judgment when the wellness of your career is at stake. TAKEAWAY: Pay attention to what is changing around you in your company’s workforce. Make decisions that are best for you, while retaining ethical behavior toward your employer.

Give Thanks

2010-11-22T08:52:00.000-06:00

This Thursday, Americans celebrate our Thanksgiving holiday by gathering with friends and family and enjoying a bounteous feast. For my readers who are employed during this holiday season, remember to appreciate the good things about work, and give thanks for any of what’s listed below that you are fortunate to have as a result.

• A regular paycheck and paid holidays

• Company-subsidized benefits (e.g. health care, 401K)

• The opportunity to travel on business and see the country or the world

• Occasional expense account meals
• The fellowship of your co-workers
• Worthwhile work to be done
• A supportive boss
• Career advancement opportunities
• Appreciative customers/clients
• Freedom to contribute ideas
• New experiences and interesting challenges
• The power of diverse teams
• The chance to celebrate accomplishments

What do you have to be thankful for?

If you have friends who are looking for a job, have you helped them lately? You can provide friendship, encouragement, networking opportunities, references, recommendations, and/or a heads up on promising job postings you’ve run across.

Who's to Blame?

2010-11-15T06:00:00.001-06:00

When things don’t work out as we hope in our careers, it’s tempting to look around for someone or something on which to lay the blame. It’s the fault of that boss that you think doesn’t like you or the co-worker who is undermining your efforts. You would have done better if it hadn’t been for that case of the flu you had during the annual meeting, or if they had adopted your project plan. Office politics, misunderstandings, miscommunications, in-fighting, favoritism, organizational changes - - things just didn’t go your way. The company is messed up, and you deserve better treatment and more recognition. Well, maybe so and maybe not. You need to take responsibility for your fate.

YOUR BOSS DOESN’T LIKE YOU: That could actually be true. It’s always more pleasant if your boss likes you, but it’s not strictly necessary to your success. To combat the effects of a personal mismatch, you must be vigilant about your communication. Be sure your goals are clear. Document your work and accomplishments on a regular basis (weekly or monthly) and ask for specific validation of your work plan. Never let issues fester. Instead, face them head on and ask your boss directly for clarification, advice, feedback, or assistance. If this straightforward approach doesn’t work, you may need to seek reassignment to another department. Some incompatibilities are not salvageable. But, if you make your boss look good and be successful, he/she might learn to like you more.

YOU DESERVE BETTER TREATMENT: Try to take the emotion out of your reaction. What is “better treatment” to you? I’ll assume you get a consistent paycheck. Do you want to get verbal kudos for your accomplishments? You may have to ask for them. Seriously. “Hey boss, did you see that great thing I did? What did you think? Wow, thank you!” It’s sad to have to beg for appreciation, but if you do, it helps your boss understand what motivation you crave. Hopefully, they get the message and adjust their behavior accordingly.

THWARTED BY ORGANIZATIONAL CHANGE: It can be scary and difficult to navigate the tides of organizational change, but that sort of upheaval is inevitable in today’s business environment. Get skilled at dealing with it. Make sure your new boss knows your background by providing a copy of your current resume. If you are not invited to a one-on-one familiarization meeting, ask for one. That is your chance to pitch your experience and skills, explain what you are working on, and communicate your enthusiasm for new challenges.

It is a waste of time to look for someone to blame for your stalled career. Take ownership of your fate. If the issues you face are insurmountable, it may be time to think about moving on to greener pastures. If the timing is bad, await your chance.

An Alliance That Misses the Service Mark

2010-11-08T09:38:00.000-06:00

When I discovered that Qwest and DirecTV have an alliance in my area, I thought, “This will make getting internet and TV a simple process.” I was encouraged by the marketing material, which promised that the alliance would provide “an enhanced customer experience through streamlined customer support and the development of integrated products and services”. Perfect. In addition, the Key Consumer Benefits stated, “Qwest customers have one primary point of contact for customer service, installation and billing inquiries.” I was sold, and placed a phone call to Qwest to set up installation.

This is when I encountered the reality of the customer experience part of this business alliance. The customer service process has been almost ludicrously onerous, confusing, and AWFUL. Here’s what has happened:

1. I called Qwest to arrange installation. The representative was knowledgeable, professional, and friendly. However, the review of package options, one-time deals, rebates, and long-term discounts took a long time, and was very confusing. They collected our personal information (including social security number for a credit check) and billing information, so we could receive the automated payment discount. After 45 minutes on the phone, I hoped I was done. But, no.
2. The first representative passed me another representative; to “verify information” they had already collected. She was pleasant, but had a very heavy accent that was a challenge to interpret. And, trying to be friendly, she wanted to chat, asking me how my day was, etc. I apologetically asked her to stick to business so I could get on with my day. We scheduled my Qwest internet installation.
3. I was provided with another number to call to schedule my DirectTV installation myself, which I did. That was fairly painless, but it was another phone call.
4. The next morning, I received an email that I had cancelled my DirecTV installation. I called Qwest customer service to find out what happened. They advised that I had scheduled my installation with a subcontractor that does not service my area. (Their mistake.) They gave me another phone number to reschedule. When I suggested they should do that for me, they hemmed and hawed and said they COULD, but it would be better if I did it myself.
5. I called the new number to schedule my installation, and reached a subcontractor who obviously works from home. (He had a noisy meowing cat in the background.) We had a nice chat during which I was rolling my eyes, and he (re)scheduled my DirecTV installation.

The good news is that the installations went smoothly. Both techs were competent and capable. My internet and DirecTV services work as advertised, and I am pleased.

But, there were still two more steps for me to complete on my own initiative:

6. Go online to register for my DirecTV rebate.
7. Call Qwest Customer Service (again) to link my Qwest and DirecTV accounts so billing can be combined.

What’s wrong with this alliance? I presume that it’s working for Qwest and DirecTV, but it’s ugly and awkward from where I sit as a customer. An alliance should be beneficial for all parties – the business partners and the customer. Their business arrangement should be much more transparent to me. Qwest and DirecTV really need to work to streamline the customer experience. I plan to contact the Senior Vice President of Sales (whose name is in the press release) to ask about their plans. Maybe they need assistance from Haropulos Bailey Consulting…

What Goes Around Comes Around

2010-11-01T10:21:00.001-05:00

Office politics pose an insidious threat to your career. The really sneaky aspect of it is that you can do the worst damage to yourself through your own misguided actions. Then throw in twists and turns over which you have little or no control, and the picture can quickly become ugly.

I believe that competence, attitude, and relationships in the workplace are the most important contributors to your career success. Today’s subject is relationships.

A business career can last upwards of 30 years. Over time, many associates will depart your work sphere forever, but a surprising number become constants, and others leave but return unexpectedly. Developing positive and mutually-beneficial relationships with many people will be important to your long-term reputation and success. Here are three real-life (anonymous) vignettes:

Bill is a capable and ambitious mid-career executive. Circumstances presented an opportunity to improve his position in the organization. When he saw his chance, he moved quickly with a singular focus. He stepped on a few people along the way and ignored his responsibility to assist others that he had previously offered to help (because he was busy on his primary goals). A recent change in the senior management team now threatens his position. Bill is looking for allies to support him and make him feel “safe”, and is surprised to find few willing to stick their necks out for him.

Wanda was an established executive. For years, she reveled in her title and the accompanying privileges, bullying those who questioned her authority or methods of operation. Wanda had a long history with a key senior executive, and seemed to “get away” with outrageous behavior not tolerated from others (and resented by many). Her protective mentor left the company. The organization in transition reorganized her department. Wanda was demoted. Suddenly she finds herself without privilege and facing the resentment previously squelched by her peers and subordinates.

Todd was brought into the enterprise with no previous experience in the industry he was entering. His boss assigned Laura, an experienced low-level manager, to teach him the ropes and help Todd achieve success in his new executive position. Laura took her responsibility seriously and spent many hours working with Todd. Todd was unappreciative and became an imperious and domineering supervisor to Laura, who left the company shortly thereafter. A few years later, Todd applied for a position at the same company for which Laura worked. Laura’s boss asked for her opinion about adding Todd to the team. Todd did not get Laura’s endorsement…nor did he get the position.

Treat your co-workers with respect. While you work on your business goals, help your peers achieve theirs as well. Appreciate the assistance you get from colleagues, and thank them often and publicly. Cheer the success of others. Help plan and advance the careers of those who work for you. Do things to make your boss successful. Earn a reputation for consistently doing the right thing. Be pleasant to be around. What goes around comes around- every time! (Sometimes it just takes the passage of time and circumstance to be obvious.)

Compose Your Mantra

2010-10-25T05:00:00.002-05:00

In trying times, any of us can have our confidence jarred. The cause could be loss of employment, a temporary setback in a current position, failure of a project, a disappointing performance evaluation, or just random feelings of uncertainty or inadequacy. Instead of beating yourself up, try centering your thoughts through positive self-affirmation. Compose a mantra that is meaningful to you, and use it as your own personal pep talk. It could be something like this:

I am as smart and capable as anyone else
My experience has unique value
I will not be defeated by temporary setbacks
What I know can be applied to many circumstances
There is work out there that will feed my passions
He who hires me will be fortunate
I have important work still to accomplish
I will continue to learn and grow
The best is yet to come

Do you have a mantra? Sing it out loud and often!

Data + Information = Power

2010-10-18T06:37:00.000-05:00

Do you realize that there is a difference between data and information? Data doesn't become information without the perspective of analysis and knowledge. For example, data may tell you that 500 calls came into your support center today. But when compared with the average for that day of the week and time of year, was that normal? Were you properly staffed to handle 500 calls? What percentage of those phone calls generated new tickets? Data versus information.

As a manager, knowing your data - numbers and statistics - is a vital foundation for building your reputation for competency. Of course, you can look up anything. But what do you know about your area of responsibility off the top of your head? How large is your gross budget? How many FTE's do you have on your staff? How many calls do you handle per month? How many customers do you serve? What were your net sales this month compared to the same month last year? Do you have information that allows you to quantify your department's productivity?

As a friend of mine says, "You can torture data to tell you anything you want to hear". It's true that you can often make data or statistics into information that is very misleading. Obviously, that will not serve you well. When doing data analysis, you may have a hopeful result in mind, but if the data doesn't cooperate without undue "torture" or manipulation - don't go there. You want to be able to explain your results and defend them with a clear conscience.

When embracing the possibilities for what data can tell you, think about what you want and NEED to know. What data will provide the input for the answers you need? Make sure you are collecting the data you need to produce actionable information.

Finally, data - and even information - is not enough. Whatever you learn needs to be converted into action in the form of continuing improvement of your operation. Learn so you can do things faster, smarter, cheaper, better!

Data + Information = Power... only because you can get a grip on where you are so you can navigate to someplace better. In the meantime, your obvious competency will keep others who may be critics off your back so you can continue to enhance your position of success.

GIVE and GAIN

2010-10-11T06:30:00.009-05:00

Much of our life experience conditions us to expect to gain something in return for what we give. We give – we get. What is sown in a work environment is reaped over long periods of time, in subtle ways. Give, be patient, and have faith that you will gain in the long run.

GIVE A FULL DAY’S WORK FOR A DAY’S PAY

Project management professionals assume 6 to 6.5 productive hours a day when scheduling manpower and estimating the duration of tasks. Start with an 8 hour workday, then factor in reasonable meal and bio breaks, and that number sounds about right. Add personal phone calls and email, surfing the internet, and your social networking updates; and your actual work time erodes alarmingly. Get back to work. Gain a reputation for being productive.

GIVE OPPORTUNITIES TO YOUNG PROFESSIONALS

When feeling under the gun, it often seems easier to do things yourself. Instead, work with your inexperienced team members. Give them responsibility and guidance. Implement accountability. Gain an experienced, valuable employee.

GIVE A HAND TO A CO-WORKER

A corporate environment is a team environment. You can be successful on your own only to a point. Reach out to others when they need support. Gain the prospect of help repaid in kind.

GIVE YOUR BOSS YOUR TRUE OPINIONS
Strong teams are made up of people with diverse experience and viewpoints. Don’t be a “yes man”. When you feel strongly about something, fight to have your opinions heard. Gain respect for having your own mind.

GIVE HONEST FEEDBACK TO YOUR EMPLOYEES
Provide praise when earned, and coaching when warranted. Be honest, specific, straightforward, and consistent with your feedback. Gain productive behavior from your team.

GIVE OTHERS IDEAS CONSIDERATION
I don’t care how smart you are. Often someone else will have a better idea. Stop talking and start listening and sharing. Pay attention and be open-minded. Gain value from a team effort.

GIVE “CRAZY” IDEAS A CHANCE
Brainstorm liberally. Your next stellar success could start as a “crazy” idea. Be sure your team feels safe to throw thoughts out into the wind. Gain excitement and creativity.

GIVE EMPATHY TO EMPLOYEES IN PERSONAL DISTRESS
When personal issues encroach into someone’s work life, be sure you understand what is going on. Be considerate, generous, and fair to allow a valued employee to overcome a temporary challenge. Gain trust and loyalty.

GIVE THE BENEFIT OF YOUR WISDOM TO A PROTÉGÉ
You won’t be around forever. Share the lessons you’ve learned and counsel someone eager to learn from your experience. Someone surely helped you early in your career. Now you are in a position to help. Gain the satisfaction of paying it forward.

No Crystal Ball Required

2010-10-04T06:30:00.008-05:00

I’ve learned a thing or two in the course of a long corporate career and survived a handful of business cycles. Thirty-plus years of experience sometimes outweighs the value of a bright, shiny Ivy-League MBA when it comes to making common sense decisions. It's not all about the balance sheet and short term profits, friends and colleagues.

This fortune-teller knows that no crystal ball is required to predict exactly what is going to happen as a result of recent misguided business decisions being made by a real corporation that I prefer to leave unidentified. I can tell you what is going to happen and how. Alas, it’s a curse to be able to see the future…

THE SITUATION
Several years ago, an infamous private equity firm (“The Firm”) acquired a renowned publicly-traded company (“The Company”), and took it private. Based on The Firm’s track record and M.O., it was understood that The Company would be reorganized, downsized, squeezed mercilessly for profit, and either sold or re-introduced into the market as a whole, or in surgically-fragmented parts. The big guys stand to make mega-millions this way, although it may take a little longer than planned considering that The Firm paid top dollar during financial heydays.

THE DECISIONS
Select service functions, managed successfully within The Company for years, are now seen as undesirable corporate expense and are being outsourced. It looks better in The Company’s financials to have fewer “head count” and lower labor-related expense (i.e. pesky costs like employee health care and payroll taxes). Scores of jobs with The Company were eliminated and large contracts with external vendors were executed. Most notably, several IT support functions were outsourced to vendors, with current middle-management tasked with implementing the decision dictated by senior executives.

MY PREDICTION

Customer satisfaction will erode with the quality of support provided by the call center(s). The vendors will resist providing metrics that facilitate apples to apples performance comparisons to obfuscate that fact, but the truth will come out.
Call volume will drop, because customers will begin to realize that they won’t get the help they need if they call. Why waste time trying? Vendors and senior IT management will declare the reduction in call volume a sign of success. When coupled with the reduction in cost, they will consider themselves geniuses for their outsourcing decision.
Dissatisfaction with support services will foment into serious complaints to senior business management outside the IT/support arena. When challenged, senior IT management will respond by torturing the middle management responsible for implementing their outsourcing strategy, demanding that they “Make it work”.
When flogging middle-management fails to improve the situation, other support functions will pop up within the business, outside of IT, to compensate for the lack of effective support provided by IT. Support expenses will rise, but they will be hidden by their distribution within the business, and by creative naming of the new business functions.
The relationship between IT and the rest of the company will deteriorate. IT will revert to its natural status of corporate Whipping Boy.
Finally and eventually, at least some support functions will be brought back in-house. Having dismantled a mature, successful organization, senior IT management will have to find someone willing to build a new one from scratch (an expensive undertaking). Seriously now, did that save any money? (Of course, “The Firm” won’t care if they are able to stall until The Company is sold.)

OUT ON A LIMB
One last thought that is more a risk management consideration than a prediction: Support costs are being reduced and systems development has all but halted. Customers are not receiving the product enhancements to which they have become accustomed and are entitled – to which a substantial portion of their maintenance fees has historically been allocated. The Company’s maintenance expenses are substantially lower. Support was never defined as a revenue center. Are the fees charged to customers being reduced accordingly? Savvy customers could unite and demand an accounting and/or file a class-action lawsuit. I’m just sayin’…

10 More (Proven) Ways to Screw-Up in LinkedIn

2010-09-27T06:30:00.002-05:00

My original “10 Ways to Screw-Up Your LinkedIn Presence” article has had hundreds of readers internationally since its posting on 10 June 2009. If you haven’t read it, you can get to it via this link: http://habaconsulting.blogspot.com/2009/06/10-ways-to-screw-up-your-linkedin.html

Over the past 15 months, I have continued to witness glaring issues with how people disrespect their own online profile in LinkedIn. Since so many people are still being lazy or foolish, or simply stubborn procrastinators, it’s time to add more cautionary advice about what NOT to do when maintaining your LinkedIn presence.

1. SKIP PROOFREADING FOR SPELLING/GRAMMAR, especially for your title or headline. This makes a very bad impression on the legions friendly with the Spelling and Grammar Police. No, LinkedIn doesn’t have a facility to help – do your homework yourself.

2. PASTE YOUR RESUME INTO YOUR PROFILE, because you’ve already spent a lot of effort crafting your resume. It’s lengthy, structured, full of technical language specific to your industry, and… woefully devoid of your personality. The purpose of LinkedIn is to connect and interact with all sorts of people, so be more personally engaging in how you present yourself so that people will be interested in getting to know you.

3. LIE ABOUT YOUR EMPLOYMENT STATUS. Some who are unemployed leave their previous employment information in, perhaps because they don’t know how to represent a status of being unemployed. This is not simply lazy; it’s lying. There are many pointers available for truthful alternatives. Search Answers in LinkedIn for creative solutions.
4. INAPPROPRIATE OR TOO FREQUENT STATUS UPDATES drive some people (like me) to hide all of your status updates, forever, out of irritation. I don’t need my LinkedIn page to be “Starring You” every day.
5. SPAM FELLOW LINKEDIN MEMBERS with relentless promotion of yourself or your business. When you need to ask for something, always counterbalance your request by giving a gift of information or assistance.
6. DUELING LINKEDIN & FACEBOOK PROFILES. Prospective customers or employers are going to Google you to find out more about you. When your LinkedIn and Facebook profiles make it seem as though you are two separate people, searchers will wonder who you really are. Are you the experienced and grounded entrepreneur, or the neurotic and scattered hedonist?
7. HIDE YOUR PERSONALITY behind techno-speak and bullet points. Without going too overboard, make sure your profile information reflects your personality. Your headline should be succinct, but attention-getting. Read your summary aloud and consider whether it sounds like how you would speak, or if it is too stilted. Ask a trusted friend/mentor for objective input.
8. CONNECT WITH ANYONE WHO SENDS YOU AN INVITATION merely to pump up the number of people to whom you are connected. Connect only with people you know and respect, through positive face-to-face or online interaction. What good is it to either of you to be connected to a stranger?
9. LET YOURSELF GO STALE. You have a profile in LinkedIn, but haven’t developed it or kept it current. You never log in, and don’t reach out to make connections. Make a decision. You are either all in or all out. You’re not doing yourself or anyone else any favors with halfhearted participation.
10. DISREGARD LINKEDIN RULES AND GUIDELINES as detailed in their User Agreement (which is legally binding).

Now go review your LinkedIn profile again.

Talkin' About a Revolution

2010-09-20T08:20:00.000-05:00

Last Thursday, I attended a seminar in Chicago hosted by best-selling author Seth Godin (http://www.sethgodin.com/). My ticket was a generous gift from a long time friend and colleague. (Thanks, Carolyn.) The following is Mr. Godin’s teaser for his session:

You don’t need more data. What you might need, though, is a different way of seeing, an immersion in an alternative approach to:
     --creating work that matters
     --spreading ideas
     --interacting with people online

--approaching the digital world with generosity

--realizing that small things have more leverage than ever before

I am still processing what I heard in this session. I’m also reading Godin’s latest book, Linchpin. He is introducing very important thoughts about how we are in the midst of a revolution of work, original ideas, and emotional engagement. The call to arms is that in order to be indispensable in today’s business world, individuals need to “invent, lead (regardless of title), connect others, make things happen, and create order out of chaos” (from the dust cover of Linchpin). Otherwise, we are replaceable cogs in the machinery of an old fashioned organization. A scary and challenging perspective, no?

During the seminar, Godin made a comment I am paraphrasing here: “I can’t tell you how many people I am meeting, between the ages of 55 and 60, who have retired early and now say they want to do something creative – something that matters.” My mouth must have dropped open, because I felt he was speaking directly to me (although I won’t be 55 until next month…).

The only regret I have from my corporate career is that I played it a little too safe. I didn’t rock the boat often enough, challenge the status quo, argue with my boss when I knew he was wrong, or fight to implement my wildly creative ideas. This is an overly-harsh self-assessment; but I know I ratcheted back my performance to fit the mold that was in place. The result? I was successful – to a point. I achieved a position of some respect, was well-compensated, and able to retire early. The problem? The work I did rarely fed my soul or made a lasting difference. I left the company before the new wave of Ivy League-educated, private equity “cogs” decided who was dispensable. The writing was on the wall.

Are you indispensable? Have you unleashed your creativity to produce work that matters? Do you spread ideas, take risks, and engage with the digital world with a generous spirit?

Let’s get swept up in the revolution.

Are Shifting Consumer Values Changing Retail?

2010-09-13T06:30:00.001-05:00

Is it merely the weak economy that is changing consumer buying behavior, or is the shift due to something more fundamental to our values?

Recent retailing research is indicating that we are moving from “conspicuous consumption” to “calculated consumption”. The trend is that people are saving more and spending less; buying more with cash and less with credit. Smaller homes are gaining in popularity over “McMansions”. Conspicuous consumption is becoming passé, causing some high end shoppers to request unmarked brown bags for their merchandise instead of incurring the guilt of strolling down the avenue carrying Gucci and Armani-emblazoned bags. (It’s tough to enjoy being well-to-do when unemployment is high and people are being evicted from their foreclosed homes.)

People are clearly seeking more value and long-term satisfaction from their carefully-considered purchases. It’s more satisfying to have the experience of a cruise vacation than to cuddle up with a new fall wardrobe that will be out of fashion next season. Cooking lessons that enhance at-home dining have long-term payback. Seeing Paul McCartney in concert creates a memory that lasts a lifetime. “Staycations” can be very thrifty, and also conducive to family bonding. Activities that build relationships and cherished remembrances deliver more happiness than material possessions.

Assuming that consumers continue with this modified behavior, the challenge is on the table for retailers to create binding loyalty through experiential retailing and customer service. If people find out that they are happier spending this way, this shift may be permanent.

There’s an exciting opportunity for retailers to act on this trend and break away from the pack in terms of sales, loyalty, and profitability. Retailers that really know their customers and engage them in buying experiences that break the old-fashioned mold will be the big winners. When was the last time you saw an Apple store that wasn’t mobbed? Why does Sephora have department store cosmetic counters frantically re-tooling? Why do we shop at Whole Foods even though it’s more expensive?

Critical components of success in this new world:
• A brand identity that stirs the emotions of customers
• Unique offerings aimed with laser-like precision at target consumers
• Sophisticated integration between web sites and brick and mortar stores
• Strategic partnerships that deliver special experiences and exclusive products
• Responsive and interactive application of business intelligence
• Personalized customer service that binds us to brands and products

Acknowledgements: Thanks to Mary Gendron for posting the New York Times article that inspired this blog: http://www.nytimes.com/2010/08/08/business/08consume.html?_r=1

Encouraging Productivity Like Farmers Do

2010-09-06T06:30:00.015-05:00

I just read an article that summarized a surprising study published in an academic journal called Anthrozoos. The research showed that “by giving a cow a name and treating her as an individual, farmers can increase their annual milk yield by almost 500 pints”. Some quick Googling and calculating of my own revealed that 500 pints reflects approximately a 3.4% increase in productivity. That's fairly good payback from a little free bovine TLC.

To me, the report was not only interesting, but oddly heartwarming. Even cows (who my husband sadly assures me are not the brightest of God’s creatures), respond to being treated as more than a number. It made me think of those commercials for California Cheese, whose tag line is, “Great Cheese Comes from Happy Cows”.

Immediately I made the connection to management practices… If even cows are more productive when called by name and treated with empathy, why don’t all managers understand how important it is to interact with their employees with personal warmth and respect?? You don’t have to be friends with everyone with whom you work. I understand that you don’t necessarily even like everyone with whom you work. But we all respond better to a little kindness, recognition, and appreciation.

Wandering through the office giving a distracted nod to your co-workers does not create relationships nor build a team. Even a hearty “thank you” doesn’t cut it, without personalizing your appreciation to make it meaningful. Let people know you see them as individuals! Make it your business to know enough and be perceptive enough to be able to show a little personal interest.

“Susan, I was impressed by your preparation for yesterday's meeting."
“Mark, I heard you just got back from vacation. Did you enjoy your visit with your family in Florida?”
“Tracy, I heard you made those cookies in the break room. They were awesome.”
“Bill and Martha, you did an incredible job resolving that issue yesterday. I really appreciate all the time and effort you put into taking care of the customer.”

Your job as a manager is more than planning, scheduling, writing reports, facilitating meetings, and responding to email. You are responsible for guiding and nurturing the growth of your team. It can be one of the more rewarding aspects of your career. Start by knowing – really knowing – who your players are and what they bring to the table. Call them by name. Recognize and express appreciation of their accomplishments. Show that you are paying attention.

Dairy farmers know how to encourage enhanced productivity, greater employee job satisfaction, and the respect and loyalty of their herd. So do we.

Arnold Palmer's Etiquette Wisdom

2010-08-30T06:00:00.004-05:00

I just recently became a serious golfer. I'm not good (yet), but I'm serious about learning, playing, and enjoying it. Too bad I didn't golf when I was building my corporate career, because playing with my colleagues and other associates would have been great for relationship-building. But who had time?

Golf is challenging and humbling; a civilized game that can drive you crazy. But it employs lessons that translate well in the business world. I was reminded of this yesterday when I stumbled across an August 2008 Golf Digest article by Arnold Palmer, entitled "10 Rules for Good Golf Etiquette". When I read them, I was startled at how directly his rules could be applied to business. For the details of the rules applicability to golf, read Arnie's article: 10 Rules for Good Golf Etiquette

I borrowed the golf great's "headlines" for his rules and applied my own business twist to them:

DON'T BE THE SLOWEST PLAYER: Don't be the last person to arrive for a scheduled meeting, and don't be unprepared. You'll slow everything down, affect the team's productivity, and do harm to your reputation.

KEEP YOUR TEMPER UNDER CONTROL: Exhibiting temper in a business environment is a sign of weakness. You can succinctly express disappointment, sternly provide criticism, clearly redirect actions of your employees, and pointedly enumerate your expectations. Yelling, cursing, and throwing things is always inappropriate.
RESPECT OTHER PEOPLE'S TIME: Schedule meetings and provide an agenda. If you RSVP in the affirmative to a meeting - be there. Last minute cancellations or no-shows are bad form.
REPAIR THE GROUND YOU PLAY ON: Tidy up after yourself in a meeting room, cleaning your scribbles off the whiteboard, throwing away discarded paper, recycling empty beverage bottles and cans. When you get your coffee in the break room, wipe up your spills and any left by others. While you're at it, brew a fresh pot.
BE A SILENT PARTNER: Show respect for others when it's their turn to speak and share ideas. Don't interrupt. Don't hog the limelight. Your work will speak for itself.
MAKE YOUR GOLF CART INVISIBLE: Your ego is your golf cart. Driving it with indiscretion causes a commotion among spectators and leaves marks in the office landscape. Don't be so focused on where you're going that you fail to see the effect you've had on where you've been.
ALWAYS LOOK YOUR BEST: In Arnie's words, "Your appearance speaks volumes about you as a person." Dress for success.
TURN OFF THE CELL PHONE: There are times and places where cell phone usage and noise are beyond rude. Be aware of the settings on your electronic appendage at all times.
LEND A HAND WHEN YOU CAN: Corporate business is a team sport. Help your colleagues be successful and you will share in that success. Those who focus only on their personal goals may "win" in the short run, but will suffer from a lack of support from others in the long run.
LEARN THE LITTLE THINGS: Business has nuances that change over time. Observe and be considerate. As Arnie notes, "...every piece of etiquette you practice will be repaid tenfold.".

Thanks, Arnie, for the inspiration!

Techno-Enabled Avoidance

2010-08-23T06:00:00.002-05:00

Technology makes us more efficient, allowing us to connect easily and frequently with friends,family, and colleagues. But for how many professionals does it become a crutch that actually hobbles their ability to develop healthy business relationships?

I have personally witnessed all of these unfortunate real life scenarios enabled by technology:

Colleagues in adjoining offices, firing emails back and forth to each other instead of getting out from behind their desks and having a face-to-face conversation.
People failing to contribute in meetings because they are reading and responding to text messages on their cell phones instead.
Mean-spirited, cowardly things written in email that the sender would never have the gall to say in person.
People "multi-tasking" during a teleconference, because no one can see that they aren't truly engaged in the virtual gathering.
Using Caller ID as a means to avoid business calls.
Dialing into a meeting when you really should be there in person.
Surfing the internet during a meeting (pretending to take notes on the proceedings).
An executive failing to connect in person with a direct report in the same office - for OVER A YEAR.

Beware of creating personal disconnects by using technology to avoid face-to-face contact. Instead... Go out of your way to meet colleagues in your office. Have a sit-down with your boss for a status update. Walk around the department and say good morning to your co-workers. Work through a challenge with someone, using a white board and markers. Invite a new employee out to lunch. Sit down and chat with the boss's administrative assistant. Carve out a little technology-free time to do some strategic thinking, and scribble some ideas in a notebook. Stick your head into the boss's office at around 5pm to have a chat. Provide casual, constructive feedback on performance to your employees (and NOT via email). Send a hand-written thank you card to a colleague or vendor. Smile at people you encounter in the office hallways.

Make time to temporarily turn your back on technology and tune in first-hand with the people around you. The quality of the relationships you build will improve, and pay dividends throughout your career.

What Happened at HP?

2010-08-16T00:40:00.001-05:00

Mark Hurd, CEO of Hewlett-Packard, recently resigned his high-profile leadership position in the wake of a sexual harrassment scandal. An investigation cleared him of the charges. Hurd resigned anyway, with a severance package of from $40-$50 million. Whaaat??? Something smells here, and an in-depth speculation was reported by the New York Times in an article posted by CNBC: http://www.cnbc.com/id/38704024.

Here's my takeaway:

A. Jodie Fisher (an HP contractor & former reality show "star") submitted her sexual harrassment complaint to the HP Board of Directors, and then later proclaimed that she didn't mean for Hurd to lose his job. So, Jodie, you must have just been going for a financial settlement, right? Puh-leese!

B. In his 5 years at HP Hurd had driven important metrics up, including annual revenue, profit and stock price. Four months ago, Wonder-Boy Hurd was on the cover of Fortune magazine. Yet he was forced to resign because he "fudged" on expense reports, obfuscating the fact that he had taken Ms. Fisher to dinner on HP's dime. Unseat a "successful" CEO because of a few hundred dollars (+/-) of falsification on his expenses? Hmmm.

C. There is proof of unrest (a mild word, really) among HP employees. The internet is a wonderful thing - but the pendulum swings both ways. Proof can be found at: http://fuckyoumarkhurd.com/. Ouch.

D. The NY Times reported that HP's Board of Directors neither trusted Hurd nor had faith in his leadership.

How was a "successful" Mark Hurd forced out, even though he was absolved of sexual harrassment charges? It boils down to two things. (1) Cheating on his expense account was a quantifiable violation of corporate policy, and (2) Hurd failed to cultivate positive relationships with his Board of Directors and even his employees.

I don't say this very often... but, "I told you so." Re-read these blogs:

Hurd stole from the company:

http://habaconsulting.blogspot.com/2010/06/wanna-lose-your-job-heres-how.html

Hurd failed to be a white collar hero:

http://habaconsulting.blogspot.com/2010/02/be-white-collar-hero.html

Hurd failed to lead with economic recovery and employees in mind:

http://habaconsulting.blogspot.com/2009/10/leadership-is-balancing-act.html

I hope for good fortune for HP employees and stakeholders.

Learning from Failure

2010-08-09T08:00:00.001-05:00

Failure is a harsh word, but a reality that must sometimes be faced. Failure can be the result of doing nothing, or trying and falling short of the mark. It can be painful and humiliating, but we can also learn valuable lessons through our efforts, even if they are unsuccessful.

In order to profit from failure, don't ignore it or wallow in it. Look it fully in the face and evaluate what happened, from beginning to end. Conduct your own post-mortem, even if an official one takes place as part of wrap-up of a project. Yours can be more self-centric (and less politically charged!).

Include these retrospective questions as part of your evaluation:

Did I start out with unrealistic expectations in terms of goals and objectives?
When did I first suspect that things weren't unfolding as planned?
Did I ignore any signs of impending trouble I should have recognized?
Did I make changes to try to get things back on track?
Did I ask for help when I needed it?
Did I properly consider advice or recommendations from others?
Did I articulate my concerns to project management?
Did I document and make plans to mitigate risk?
Could I have avoided failure through more personal effort?
Was I a contributor to failure in an identifiable way?
Did my team fail to do their part?
Could my team have worked together more effectively?
Was there anything I could have done differently to achieve success for the project?
What do I know in hindsight that would I do differently next time?
What specific new learnings can I take away from this experience?

Failure is part of success. Accept it, take your share of the responsibility (if warranted), add a virtual battle ribbon to your business suit, catalogue your learnings, and update your resume with your new experience. Now take a deep breath and move on - a wiser person.

When Do You THINK?

2010-08-02T06:00:00.001-05:00

Most of us are relentlessly connected to business today, via email, text messages, IM, cell phones. With wireless coverage almost everywhere, now including many flights, we can be away - but rarely truly disconnected.

It's fantastic to be able to be so productive - to respond to a business associate's or client's inquiry immediately. But it has become very difficult to know when and how to draw the line between work and personal time. You can't help but glance at your Blackberry or iPhone when your boss causes it to buzz at 8:30pm. Do they expect a response tonight, or can it wait until morning? Won't you seem more efficient if you answer right away?

The danger is that responding to and fending off random communications fragments focus and results in poor prioritization of energy and efforts. When do you have time to THINK? Just think? When do you make task lists, document plans, research ideas, read work published by thought leaders, bounce concepts off a team, and/or brainstorm?

This week, try carving out some thinking time. Turn off your cell phone, shut down email for a while, and turn down some meeting invitations. Block out your calendar for 2 or 3 hours and clear your mind for some productive thinking. Wrestle a tough problem to the ground. Write a detailed, thoughtful report of which you can be proud. Document a plan. Birth a creative idea.

Take a deep breath. Disconnect. Think. Be really productive.

Challenge Your Processes

2010-07-26T09:37:00.001-05:00

When it comes to customer service, applying efficiencies and technology to processes can be a dangerously slippery slope. Of course, I completely support the use of technology to be more efficient! The issue lies in the potential to focus solely on internal operations, and not enough on the customer experience. It happens every day, and it irritates and alientates customers.

Your job is to make sure you are always connected with the wants, needs and emotions of your customers. Put yourselves in their shoes. Talk to them about their likes and dislikes. CHANGE what needs to be changed to improve customer service, while creating processes that make your employee's jobs easier and more enjoyable.

Want some examples?

BAD BUT TRUE!

At a corporate-operated Verizon store, a greeter/receptionist asks how they can help you. Then they make you enter your name, phone number and what type of service you need into a touch screen system - only to assign you to a service queue! This process is clearly to make things easier for Verizon - not for their customers.

I like Dillards merchandise, and even their service. But their checkout processes are bizarrely antiquated. For every item you purchase, the clerk manually sticks a little yellow bar code on the price tag. Then they have to scan the price tag and the inventory sticker. It's insanely slow, and it doesn't benefit me - just Dillards' bean counters.

GOOD AND ALSO TRUE

As a new customer at Safeway, I was asked whether I had one of their discount cards. I did not, and really didn't want to take the time to fill out the form at the register to get one. No problem. They gave me a card, along with a form with the card number filled in, and asked me to complete it and drop it off the next time I came into the store. I got my valuable discounts right away, yet was able to fill out the form at my convenience.

My Subaru dealership allows customers to make scheduled service appointments by phone or online. On site, they maintain a perfectly lovely waiting room, complete with Starbucks coffee and high definition flat screen TV's. Yet they are so customer-focused, they also provide chauffeur service to home, office or shopping - or even a free rental vehicle for the day. Obviously, these amenities are an added expense to the dealership, but they recognize that they are important to retaining customer loyalty.

Constantly CHALLENGE YOUR PROCESSES. What worked yesterday may not work any more, because of changing customer expectations. Don't let technology itself drive your processes; it should always be an enabler (in a good way). Be sure your service procedures are really for to serve the customer - not only for ease of your operations. If you're really smart, you can accomplish both.

Beyond the Resume

2010-07-19T06:00:00.002-05:00

If you’ve been looking for a job lately, you are painfully aware there is lots of competition because of high unemployment rates. Does your resume and cover letter have enough impact to grab the attention of a hiring manager? What else can you consider doing that will improve your chances of standing out from the crowd?

First and foremost, be sure you customize your resume and cover letter to the job posting. This doesn’t mean that you should fabricate any information (EVER!). Customization may just be as simple as re-arranging paragraphs to put your most pertinent experience and accomplishments first, and to remove or de-emphasize content with no relevance to the position you are pursuing. Your cover letter should ALWAYS be targeted on your specific interest in a particular company and job, and how well your skills and experience match their requirements.

There are important considerations and opportunities beyond the resume:

YOUR INTERNET PRESENCE: Prospective employers will Google you to see what comes up. They will also search for a profile on LinkedIn. Be sure you are represented as well as possible via your online presence. For more information, read my earlier blog on this subject: http://habaconsulting.blogspot.com/2010/01/are-you-purposefully-positioning-your.html

SUPPLEMENTAL PROMOTIONAL “BLING”: Your LinkedIn profile could feature a PowerPoint presentation highlighting your experience, incorporating some photos of you, your work, and/or your interests. People remember pictures better than the printed word, so enhancing the image you want to present by using visual imagery could set you apart. There are some pretty sophisticated programs available online – Animoto, ClipGenerator, and Stupeflix for example – that allow you to create videos with text and music, for free. The only one I have used so far is Animoto, with which I created a short promo for Haropulos Bailey Consulting: http://animoto.com/play/hrAGsSoBjuWXlBR3D6Nq8Q

Recently, a friend of mine used video very creatively to announce his career move. With his permission, I’m including the link as another example of professional self-promotion: http://www.youtube.com/watch_popup?v=C4WZ96GHuK8

A word of caution… The type of supplemental material that would be appropriate will depend on the nature of the position you are pursuing. It would be easy to overdo it if you are a CPA looking for a position as an auditor. On the other hand, if you are in sales or marketing, a creative video might be just the thing to highlight your skills!

Keeping it simple is still a good policy. Your resume, cover letter, and solid recommendations are imperatives required for any job application. Use good judgment and run your plan and your materials by a mentor you trust if you want to try venturing Beyond the Resume.

Where Is The Love?

2010-07-12T11:37:00.000-05:00

Forgive me as I wax nostalgic about the old days working for a corporation. I remember a time (back in the 80’s) when corporate executives behaved as though they cared about the people who worked for them. It was a time when bosses invited people to their homes for back-yard cookouts, and when spouses were invited to holiday parties. After five, co-workers would share a few laughs and a beer before hopping on their commuter trains. I loved my job and the people with whom I worked. I loved my company, and felt like that love was returned via nurturing by management, opportunities for advancement, and the occasional employment-enhancing perk.

Are those days gone for most corporate professionals? Where is the love?

Challenging economic times, legitimate scrutiny by wary shareholders, executive management types who have an immature approach to leadership, and people fearful of losing their jobs have all affected the corporate job climate. Times change, and some belt-tightening and audit requirements are certainly needed. But shouldn’t that make corporate leaders more creative about establishing an environment that encourages workers to be loyal to their employers?

In too many cases employees feel trapped in unpleasant situations, because they are “lucky to have a job”. Management under pressure can be threatening and/or uncommunicative, at a time when anxious workers most need reassurance and support. Layoffs have cut deeply and have affected not just the lazy and incompetent, but good, productive, hardworking people. The resulting environment is totally demoralizing to the survivors.

Hard times present an opportunity to forge new bonds of loyalty within a team. This is a time when straightforward, honest communication is sorely needed; when victories (however small) should be applauded and celebrated. It is a time when small kindnesses will be remembered and rewarded with strengthened relationships. Management needs to step up and set the stage for the future. What should be done?

• Conduct a climate survey to determine how employees are feeling today. (Use an outside company.) Don’t assume you know where their heads are, because they’re scared and most will tell you what they think you want to hear.
• Explain how the current economy is affecting business and how that is changing corporate goals and adding new pressure. Your employees are not stupid. Don’t keep them in the dark.
• Communicate regularly. Tell your team how often they will get an update from you, and stick to your communication plan religiously.
• As layoffs occur, announce them and immediately publish changes to organization charts. Chaos is inevitable if roles and responsibilities are murky, or if new reporting structures are left uncommunicated.
• Encourage productivity and accomplishments (however small).
• Managers, get off your ivory towers and relate to your employees. It’s hard for them to see you jet off to speak at a conference in Berlin when their budget has been cut by 20%. Help them understand your goals and priorities (and you’d better make sure they align with other things you’ve told them).
• Consider communicating with your employees via a Twitter account. “Just completed presentation to the Board of Dir’s. Got approval for our new project. Full speed ahead!”

If you want your team to stay productive and loyal, you need to add a little love back into their environment. It’s good business.

Time for a Mid-Year Review

2010-07-05T17:12:00.001-05:00

It’s already July. Half of the calendar year is gone. You know what that means, don’t you? It's time to assess what you have accomplished at work so far this year, and how you are going to make the most of the next six months. Although the year is only half gone, the time has come to start making plans for 2011 goals and budgets, so you'd better be sure you have 2010 solidly in hand.

Don’t let another month go by before doing the following:

REVIEW SPENDING & REMAINING BUDGET: Figure out whether your expenses are falling into line in comparison to your budget. Determine whether the pace of your spending will keep you on track through to the end of the year. Did you budget major expenses that you do not have a solid plan to spend? Have you earmarked your capital expenditures for action? If your goals changed in a way that affects spending, figure out whether you need to “give back” any approved funds. Remember, although being grossly under budget may come as a nice surprise to someone in your finance department, it reeks of bad planning – just like being over budget. Make whatever adjustments are necessary to put you in line at the end of the year. If approved mandates have pushed you over budget, make adjustments in other categories if possible, or be sure that all the right people are aware of the impact of the coming discrepancy.

ASSESS PROGRESS AGAINST PERFORMANCE GOALS: You committed to achieving specific things this year. Have you kept your eye on the ball? Are you accomplishing the things you must accomplish, or spending too much time on things you find more appealing? Be realistic when analyzing how well you are doing toward meeting your goals. Document proof of what you have achieved. If you need to realign your daily efforts with your goals – do so now, because October/November will be too late. Post your goals somewhere you can’t help but see them every day. If you’re stuck in the mud – find help from a mentor or a supportive colleague.

PROVIDE FEEDBACK TO EMPLOYEES: Your team members deserve structured feedback more than the once a year they get a formal review. Schedule opportunities to touch base with all your direct reports during the middle of the year (assuming you are still several months away from their performance review). Your goal should be to give honest feedback, coaching, advice, and/or direction that allow them to make any necessary adjustments BEFORE their formal review. No one should be blindsided about issues at the end of the year when decisions are being made about performance ratings/rankings and pay increases based on merit.

SEEK FEEDBACK FROM YOUR BOSS: Touch base with your supervisor to be sure his/her expectations are still in line with your plan and goals. This is the time to know if you need to change gears or refocus your energy and efforts.

Dive into the rest of this year armed with a renewed sense of planning. Don’t let the second half of 2010 get away from you!

Wanna Lose Your Job? Here’s How.

2010-06-28T07:41:00.001-05:00

Who hasn’t worried about getting fired at one time or another? We suffer over that little mistake that we're just sure will bring on the pink slip and send us packing. In reality (assuming a company follows the letter of employment law), it’s not that easy to terminate someone’s employment. When an employee makes an honest mistake, they usually get an admonishment and another chance. An “attitude problem” isn’t just cause to fire someone either; but may result in some painful coaching sessions and a lack of opportunities to be promoted.

In a world of uncertainty, there is one certainty in employment. Violate specific, documented corporate policies and get caught, and you will find yourself on a road to swift and ignominious termination of employment. Commit one of these “felonies”, and soon you will be saying, “How do I apply for unemployment benefits?”:

EXHIBIT CHRONIC ATTENDANCE ISSUES: Arrive late, leave early, take more than the allotted sick days, return late from vacation – it is measurable and all adds up to unreliability.

STEAL FROM THE COMPANY: Cheat on your expense account, pilfer office supplies, and/or use corporate resources for personal projects.

VIOLATE CORPORATE ETHICS POLICIES: All big companies have written ethics policies. Violating some of them can not only result in loss of your employment, but could land you in jail.

HARRASS YOUR FELLOW EMPLOYEES: Complaints about sexual overtures or any threatening behavior that creates a hostile work environment are dealt with as serious and are not tolerated by any highly-evolved organization. Harassment policies are backed by federal law.

FAIL TO ACHIEVE YOUR PERFORMANCE GOALS: How you perform against your annual goals are a measure of how well you are doing your job. If you miss the mark here, you are in trouble and (at best) will find yourself working an Action Plan to exhibit that you can improve your performance.

The author does not intend to make light of job loss, but to offer a serious review of pitfalls that can lead to termination of employment (so that they can be avoided).

A Bow to Experience

2010-06-21T09:28:00.000-05:00

Today is the day after Fathers Day in the U.S. Fathers Day is particularly poignant for those of us who have lost our dads. This weekend, many precious memories played like movies in my mind. I also spent some time ruminating on how my father's guidance made me the person and professional that I am.

You can pursue something similar by seeking mentoring relationships in your workplace. An official program is not required. Is there an experienced person in your organization you particularly admire, whose successful career you would like to emulate? If so, you can approach that person and explore the possibility of establishing a mentor/protege relationship. Why not?

Preparation is important before asking for help from a mentor. Think about what you want from a relationship - and be realistic. (Don't expect to earn a promotion by cozying up to a senior executive. That's not what mentoring is about.) Instead, define two or three overarching goals for your professional development. Think about what sort of information and experience your mentor can share with you that would help you move toward accomplishing your goals. Focusing in on what you want from the relationship will make the experience mutually rewarding.

Part of the value of a mentor's input is for you to get a perspective that is more objective than yours and your immediate supervisors. Open your mind. Examine what is offered from all sides. Ask questions. Share your concerns and ideas. Try new things. Tell how the help provided has affected your performance. In short, make the most of the value of the mentoring relationship. Think about what you can/are giving in return.

Are you hesitant because you think there's nothing in it for the mentor? That's not true. Many people in the later stages of their careers find great fulfillment in helping others achieve their goals. It's part of preparing the next wave of leaders to take the reigns. Those that have "been there - done that" like knowing that sharing their experience can educate and help others be more effective and successful.

Approach a prospective mentor. Bow to their experience. Learn and be enriched. Someday you can pay it forward.

Textbook Service Recovery by Crate & Barrel

2010-06-14T08:46:00.001-05:00

It’s not often you have a customer service experience that is SO GOOD you feel compelled to tell people about it, but I had one recently with Crate & Barrel. What they did to recover from a service issue was perfect, and I am one impressed customer (and customer service consultant). Here’s what happened:

I ordered a rug for my vacation home, paying extra for expedited, 2-day delivery. I needed the rug to arrive before I left town to return to my primary residence. I was assured that the 2-day delivery was “guaranteed”. Unfortunately, the rug did not arrive as scheduled.

I called Crate & Barrel Customer service from the airport, on my way home. The agent (I’ll call her Nancy), immediately apologized. She told me she was sure the rug would arrive today. When I explained that I wouldn’t be there, she said, “Oh no!”. (Points given for immediate apology, and for the genuine expression of dismay.)

I explained that my 60-year old neighbor lady planned to watch for the rug to arrive, and get it into the house herself, and expressed concern about her trying to wrestle with a very heavy 8’ X 10’ wool rug. Nancy blurted out another “Oh no!”, and offered to “send someone” to my home to meet my neighbor to move the rug into my house. She also explained that Crate & Barrel takes “full responsibility” for UPS’s failure to deliver as guaranteed. (Points given for the second “Oh no!”, the offer of help for my neighbor, and for taking responsibility for something beyond C & B’s immediate control.)

As it turns out, the rug did show up the next day and my neighbor managed somehow to get it into my house. Nancy from C & B made a follow-up call to me to check up on whether they needed to send help. She also assured me that C & B would refund all delivery charges to me (before I asked). (Points given for follow up call and for doing the right thing regarding delivery charges.)

Now for the icing on the cake, in terms of service recovery… When I explained that my biggest disappointment was inconveniencing my neighbor, Nancy asked if I would provide her with contact information. C & B is sending my neighbor a note of thanks and apology, along with a gift card. (Major points accrued for this!!)

Would I order from Crate & Barrel again? Already have – to the tune of several thousand dollars. This is a company that hires good people for customer service, trains them well, and empowers them to do the right thing. I was so wow’ed, that I had to spread the story around. Thank you, Crate & Barrel.