Al Cleinman's Blog

It's Not About the Wii!

'tis the season for giving. It's not about the Wii...but about the we. During this holiday, let's not forget those of our neighbors less fortunate. One of our societal challenges is that we have left taking care of the less fortunate; and lots of other things; to government. Government is simply not as effective on many fronts as neighbors.  While we can largely thank government for getting us into our national mess; we can logically conclude that government won't get us out of this mess.  It's up to us as individuals.

Today, and throughout the holiday season and beyond, do something for a neighbor.  Stuff that change into a collection box (you'll never miss it); bend over and pick up a piece of trash; open a door for someone; shovel your neighbor's sidewalk; spend $20 with a local retailer in trouble or just starting out; buy local; give a stranger some encouragement...just DO SOMETHING!  No act of kindness is too small.

Thank you for your support of my blog and for your comments and debate.  Please enjoy this very special time of year by thinking of others.

Happy holidays!  Al Cleinman

Health Care Reform...Who's Kidding Whom?

I have often said that I follow the "Fiddler on the Roof" philosophy of politics; "may god bless them and keep them all far away from me." It's one reason that I live in very rural America; I figure when it all ends, I can still grow my own food, heat my house with the abundant wood around me, and sustain my life.  Is it coming to that?

It is becoming clear to this observer, as I watch what's going on in Washington relative to health care "reform," the so-called "financial bailout" and other activities, that we have a corrupt and broken system. 

While I'm empathetic towards the man personally, how is it that we can have a 92 year old senator who can't perform his duties; but continues to hold his seat so he can throw his weight around from his sickbed?  How is it that we can have animals like Bernie Madoff get away with total corruption in spite of whistle blowers?  How is it that we can have a single senator from a single state manage to get a line item in a bill that has the federal government picking up his state's tab for medicaid increases...just to get his vote.  How is it that simple fixes are thrown out (such as allowing parents to cover their children...read low risk coverage...on their existing policies until age 30) in exchange for expensive wholesale tinkering?

While I don't profess to know the answers, I do think we need some folks in Washington who know what it means to make a payroll; to balance a budget; to make tough choices.  Here are a few reform thoughts:

a) Tie Congress and the Executive Branch' compensation to debt reduction.  Watch what happens when they are paid, say $28,000 a year, unless our national debt is reduced.  As Jack Stack (The Great Game of Business) would say,  focus on the "Critical Number."

b) Eliminate Lobbying in Washington.  Make it OK to lobby in the home state of the politician; to the public. Politicians are no longer elected by the public; but by special interest groups. 

c) Charge a 100% tax on all political contributions.  That way, the people paying for the election of the politician (read special interest groups) are at least contributing to bail out the messes that will be made in the aftermath of the election.

d) Provide benefits to congress equal to that of the average Wal-Mart employee.  Let them walk in their shoes.

We have a $12 trillion national debt.  If my math is correct, that's $225 billion per congressman and about $40k per citizen.  What right do these guys and gals have to rack up that kind of debt?  I, for one, am willing to take my lumps now to pay off my share of that debt within the next decade.  But NOT if the system isn't fixed and the largess continues. 

Our country is financially and systemically bankrupt.  Is it time to go back to the sixties and become individual activists?

 

Gift Ideas for the Holidays

I've observed, over the years, that there are basically three types of individuals on this planet.  At the extremes, perhaps five percent of the populace, are the "takers" and "givers."  You know them.  The givers are those who, at virtually every turn, are providing services to others without fanfare.  They're the folks who automatically stuff their change into the collection boxes at the grocery counter. Their personal motto might be "what can I do."  On the other extreme, are the takers.  These individuals are always asking for more, often in very subtle ways.  They ask for consideration and time; they're the folks who might always ask for a "discount."  For them, in the end, it's always about "me."  Sometimes a taker is actually disguised as a giver....sort of a wolf in sheep's clothing.  And, of course, there are the majority of the populace in the middle, who balance out the extremes. 

This post is about giving and it's one of those stories that we pass around from time to time...this is one that I think is very special.  I don't know if the story is true, but it doesn't matter.  At the end, I ask you to ask yourself the obvious question.

The Cab Ride

I arrived at the address and honked the horn. After waiting a few minutes I walked to the door and knocked.. 'Just a minute', answered a frail, elderly voice. I could hear something being dragged across the floor.

After a long pause, the door opened. A small woman in her 90's stood before me. She was wearing a print dress and a pillbox hat with a veil pinned on it, like somebody out of a 1940's movie.

By her side was a small nylon suitcase. The apartment looked as if no one had lived in it for years.  All the furniture was covered with sheets.

There were no clocks on the walls, no knickknacks or utensils on the counters.
In the corner was a cardboard box filled with photos and glassware.

'Would you carry my bag out to the car?' she said. I took the suitcase to the cab, then returned to assist the woman.

She took my arm and we walked slowly toward the curb.

She kept thanking me for my kindness. 'It's nothing', I told her. 'I just try to treat my passengers the way I would want my mother treated'.

'Oh, you're such a good boy', she said. When we got in the cab, she gave me an address and then asked, 'Could you drive through downtown?'

'It's not the shortest way,' I answered quickly..

'Oh, I don't mind,' she said. 'I'm in no hurry. I'm on my way to a hospice'.

I looked in the rear-view mirror. Her eyes were glistening. 'I don't have any family left,' she continued in a soft voice. 'The doctor says I don't have very long.' I quietly reached over and shut off the meter.

'What route would you like me to take?' I asked.

For the next two hours, we drove through the city. She showed me the building where she had once worked as an elevator operator.

We drove through the neighborhood where she and her husband had lived when they were newlyweds. She had me pull up in front of a furniture warehouse that had once been a ballroom where she had gone dancing as a girl.

Sometimes she'd ask me to slow in front of a particular building or corner and would sit staring into the darkness, saying nothing.

As the first hint of sun was creasing the horizon, she suddenly said, 'I'm tired. Let's go now'.

We drove in silence to the address she had given me. It was a low building, like a small convalescent home, with a driveway that passed under a portico.

Two orderlies came out to the cab as soon as we pulled up. They were solicitous and intent, watching her every move. They must have been expecting her.

I opened the trunk and took the small suitcase to the door. The woman was already seated in a wheelchair.

'How much do I owe you?' she asked, reaching into her purse.

'Nothing,' I said

'You have to make a living,' she answered.

'There are other passengers,' I responded.

Almost without thinking, I bent and gave her a hug. She held onto me tightly.

'You gave an old woman a little moment of joy,' she said.'Thank you.'

I squeezed her hand, and then walked into the dim morning light.. Behind me, a door shut. It was the sound of the closing of a life..

I didn't pick up any more passengers that shift. I drove aimlessly lost in thought. For the rest of that day, I could hardly talk. What if that woman had gotten an angry driver, or one who was impatient to end his shift?

What if I had refused to take the run, or had honked once, then driven away?

On a quick review, I don't think that I have done anything more important in my life.

We're conditioned to think that our lives revolve around great moments.

But great moments often catch us unaware-beautifully wrapped in what others may consider a small one.

PEOPLE MAY NOT REMEMBER EXACTLY WHAT YOU DID OR WHAT YOU SAID…BUT THEY WILL ALWAYS REMEMBER HOW YOU MADE THEM FEEL.

You won't get any big surprise in 10 days if you send this to ten people. But, you might help make the world a little kinder and more compassionate by
sending it on and reminding us that often it's the random acts of kindness that most benefit all of us.  That's true giving.

 

One Man's Trash is Another's Treasure

Having just completed a major building project, one during which I cringed at the waste involved, this story passed to me by a reader really resonated.  There's an important message here on many fronts...how much do we waste at the office?  At home? 

A great message.  Enjoy!

Social Engineering with Trash

Making Customer Service Fun

My airline of choice is Southwest Airlines.  Now, I know, many of you may gasp and wonder about my sanity; others will clearly understand (either that it makes sense that SWA is my airline of choice or that I am insane). 

The reason for my choice is simple.  Unlike any other airline, the employees of Southwest have been empowered to have fun; be silly; tell jokes; read poems, etc.  Indeed, on a recent SWA flight, they asked us to applaud a serviceman who was traveling with his girlfriend...and then proceeded to help him with his marriage proposal, which was made at 35,000 feet somewhere over Wichita. It was a memorable experience for both the couple and the passengers.  Simply stated, SWA has clearly recognized that consumers buy experiences.  And thus, SWA provides their employees with the tools (that cost nothing) to make tolerable riding on a bus at 35,000 feet while chewing on your knees. 

My colleague Rich Heiland, the Director of Member Experiences at Cleinman Performance Network, is a self-described "service maven."  He's got more customer service stories than Denny's has eggs.  You'd expect that from a Pulitzer Prize winning former newspaper publisher.  And he must have passed both his passion for service and his writing skills on to his daughter, because she's recently written about a customer experience that's truly both a hoot and which carries an important message.  Enjoy her story by clicking on the link below.

Making Customer Service Fun

The Global Economy - Simplified

My friend, former partner, and mentor Tom Schinkel is one smart guy (See June 8, 2009 post).  Tom was my partner and co-founder of Co-Optics of America, the first national buying group, back in 1979.  It was his insight into the forces at work within the optical industry that became the foundation of our business plan; a model which today represents billions of dollars of optical trade world-wide. 

The former Executive Director of the Dutch Wholesaler's Association and a Retail Distribution Expert, Tom has spent the past thirty-five years helping CEOs and senior managers define and implement expansion strategies on an international scale.  Today, Tom is likely the world's leading expert on the office products industry.

Tom has a knack for making the complex simple.  He's a knowledgeable observer of the world of business and has an expert's understanding of the forces at work within the global economy. 

The attached white paper will provide you with some insight into some of the driving forces behind our current economic challenges.  Enjoy!

Download Driving the Economy through Incentives

Why be Thankful?

This is a special time of year, an opportunity for us to consider our lives; and the lives of others.  It's one of those holidays where I tend to wax a bit more towards the philosophical side of my psyche.  I'll apologize up front for that now...but after all it's my blog:)

As I've considered this past year, my thoughts immediately went to August 4th, the day that I was struck down by a vehicle while crossing the street.  While my injuries were likely not life-threatening...although ugly...the event caused me to take a look at my life from a somewhat different perspective.  Perhaps you've had similar situations occur in your life...a moment when you really took a look at who you are and where you are going?  If not, don't wait for a car to mow you down to reflect.

In my particular case, the event simply confirmed for me that I am on the right path.  I love my work. I have countless friends around the country. I have a  wonderful team at Cleinman Performance Partners who really care about the work that we do.  I am so very thankful for all of the many opportunities that I have had during the course my life to contribute; to make a difference in the lives of others.  I am thankful that my parents and grandparents showed me, through their actions, how to work; and to be caring and considerate of others.  I am thankful to have loving children and to have a good relationship with their mother, in spite of being divorced.  I am so very thankful that a multitude of opportunities have shown up on my doorstep and that I've been blessed with the tools to see those possibilities.  I'm grateful for the positive attitude which has somehow become the foundation of my personality and to have been given the gift of persistance; the ability to see through to success in spite of the barriers before me.  I am thankful to have seen so many beautiful places; and to live in an amazing part of our great country.  I am thankful that my readers put up with my poetry; my directness and my sometimes different perspectives.  I am thankful to live in the best country on the planet; one which, in spite of its challenges, has provided so much for all of us.  I am thankful to those who give of their time; their body parts; their mental health; and their lives so that we can enjoy the freedom that many take for granted. Thank you!

Perhaps it's time to take out that pad of paper and jot down all for which you're thankful?  Perhaps, tomorrow, you might do so with your loved ones?  Go ahead...wax a bit philosophical.  You'll be better off for the process.

The Slow Drift From Great to Good

A client and friend forwarded this wonderful article to me written by Doug Fleener.  I'm sharing it with you with permission of the author.  I wish I'd written it.  Enjoy!

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I love a GREAT cup of coffee. For years I began every day by grinding freshly roasted beans to make a rich and full-bodied cup of morning goodness.  There isn't much better than that first cup of the day. About a year ago I begin to tire of having to grind the beans in the morning, so I started to grind them before I went to bed at night.  Everything I've read says the coffee begins to drop in quality soon after grinding the beans but I figured it was a small price to pay for convenience. After a few months I decided that grinding the beans at night was becoming a grind.  I decided to buy my coffee already ground.   I did notice the difference in my morning coffee between my freshly ground beans and the already ground coffee I bought at Peet's or Starbucks but I figured it was a small price to pay for convenience. Now that I was already buying pre-ground coffee I figured that I might from time to time skip the extra trip to the coffee store and buy coffee at the grocery store.  Even though there have been some great strides in the improvements in packaging technology, there is still a noticeable difference in ground coffee bought at a Peet's or Starbucks store and the same brands bought at the grocery store.  But sometimes when I was in hurry I just grabbed some coffee at the grocery store.  I figured it was a small price to pay for convenience. One morning as I drank my "GREAT" cup of coffee I was reading an article in Cook's Illustrated about how to properly brew coffee.  As I read the article I thought to myself over and over, "I used to do that." I realized that my GREAT cup of coffee wasn't really that great any more.  Over time I had slowly drifted away from the small but simple steps required to make a great cup of coffee.  Because each change I made only reduced the quality by a small amount I didn't really notice how much less "great" my morning coffee had become.   Of course it was all in the name of convenience. I'm sure you know where I'm going with this. The same thing can happen in our stores and in the experience we deliver.  One or two of the little things you would once did to make your store a GREAT place to shop fall by the wayside.  It might be to save time, payroll, or inconvenience.  And it's such a small thing it won't make a big difference. It happens often.  A store offers to carry every purchase, no matter what the size, to a customer's car.  Then over time they might only offer if the purchase is big and bulky. But now they only carry purchases to the customer's car when the customer asks. Or maybe it's the practice of offering customers something to drink. The store goes from offering all customers a drink, to those customers they're working with on a sale, to only giving a beverage to the long-time customer who still asks for one. Other areas that sometimes get lost in the name of convenience are gift wrapping, follow-up phone calls, thank you cards, and getting customer contact information. The point is that just like the decline in quality of my morning coffee, these small changes slowly takes the experience away from what used to make it special.  The cost of saving time, money, or just making things a little more convenient for us is a lot higher than we think. Right after reading that article I went back to doing what it takes to brew a GREAT cup of coffee.  The difference is amazing.  Over the last year my morning coffee was good, but good isn't great.  Sometimes good is okay, but we shouldn't fool ourselves into thinking that good is GREAT. So let me ask you as you enjoy your morning coffee, is there anything in your business you've let slip to good even though it's GREAT that is the key to your success?   If there is, what steps will you take today to turn it around? ______________________ You can enjoy Doug's blog about retail experiences at www.retailcontrarian.com

Back to the Future - Goodbye to Money

I think you'll find this short article from TIME Magazine from May 12, 1961 to be fascinating.  Enjoy the read.

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What computers can already do makes any prophecy of future potentialities difficult: it is hard to top the fantastic. But Dr. Simon Ramo, executive vice president of the booming electronics firm of Thompson Ramo Wooldridge (TIME cover, April 29, 1957), last week took a bold peek into the future. At a U.C.L.A. lecture, Si Ramo painted a picture of the coming "age of intellectronics":

LAWYERS: "Two or three decades from now, every attorney might have an electronic connection to a huge national central repository of all the laws and commentaries upon them that he needs." Instead of searching through law libraries for precedents, says Ramo, a lawyer will consult the intellectronics system by means of a typewriter-like gadget in his office which, within seconds, will produce "any information that is available on his particular question."

DOCTORS: Doctors of the future, according to Ramo, will feed their patients' case histories into a medical intellectronics system that will correlate the information with that amassed from thousands of previous cases and then supply "the statistical probabilities of the relative effectiveness of various treatments."

BANKS: The routine chores required to keep money transactions straight, Ramo argues, are "as unsuitable for the human intellect as pulling huge stones to build the Pyramids was for human muscles. Some day, currency and coins will be only for the rural areas. If you buy a necktie or a house, your thumb before an electronic scanner will identify you, and the network will debit your account and credit the seller."

At what risk all this? Well, admits Ramo: "Occasionally, a transistor burning out in Kansas City may accidentally wipe out the fortune of someone in Philadelphia."

Leaders are Never Done!

A member resigned the other day.  It happens.  Sometimes it’s for a good reason; more often it adds up, in my opinion, to a dose of “penny wise, pound foolish.”  Perhaps that sounds arrogant from someone who develops and sells the very service of which I’m speaking.   It’s not my intention to send that message…indeed, I’m humbled that so many professionals seek out our advice and participate in Cleinman Performance Network.  I am also confident that we focus a significant amount of energy and resources on seeking out the means and methods by which to deliver value to our members, just as you do for your patients.  After all, leading the charge is my solemn duty as the CEO of my firm.

 

In this particular case, I was most troubled by the stated reason that came my way; “I’ve accomplished all that I want to accomplish,” this member said. 

 

Think about those words for a moment. 

 

Imagine an employee coming to you and voicing these words.   Imagine your child saying this to you.  Or your spouse?   How might you react? 

 

In my opinion, and I mean no disrespect to this individual, what concerns me is that there are folks out there who think that the job of a leader can be “over.”   That, magically, one can continue down the path of progress without investing in oneself.

 

Someone once said “the speed of the leader is the speed of the pack.”   I believe in that philosophy. That’s why I invest a substantial amount of time and money each year on my personal development (and each member of my team does the same).   I can’t think of a better investment.  For me, investing in my personal development and that of my team has become second nature.  Setting personal and business goals is a way of life.  I will never accomplish all that I want.  I can’t imagine life having done that.  What would I have to live for?

 

Here’s another factoid that you may find interesting:  Readers make more money - a lot more! (Even in tough economic times.)  Several studies reveal business people who read at least seven business books a year earn over 2.3 times more than those who read only one book per year.   Interesting!

 

At the end of the day, perhaps this all boils down to “curiosity?”   I was graced with burning curiosity.  I look to hire people who have this same basic attribute.  And it’s curiosity about how we can do a better job that drives our entire culture.  Certainly, our current economic environment screams for this.

 

My challenge to you is to ask yourself some hard questions and take the time to write down your answers:   Am I curious enough?  Is my team curious enough?  What’s around the bend?  How might I improve?  Where are we going?  How will I get there?  What resources will I need?  What opportunities am I leaving on the table?  Where am I spinning my wheels?  What tasks might I eliminate?  What questions do I need to ask myself?

 

As you’ll soon conclude, the job of a leader is never “done.”   And that makes for both an exciting life and job security.