Friday, October 22, 2010

...can Napoleon Pete survive?

The story of three envelopes is a business classic for dysfunctional organizations. It starts with an incoming 'my way or the highway CEO' replacing a recently fired outgoing CEO.

Pete had just been hired as the new CEO of a large high tech corporation. The CEO who was stepping down met with him privately and presented him with three envelopes number 1, 2 and 3. "Open these if you run up against a problem you don't think you can solve," … “when things get really tough, open these one at a time." the departing CEO said.

Things went along pretty smoothly, but six months later, sales took a downturn and Pete was really catching a lot of heat. About at his wit's end, he remembered the envelopes. He went to his drawer and took out the first envelope. The message read, "Blame your predecessor." Pete called a press conference and tactfully laid the blame at the feet of the previous CEO. He concocts a story that pins the problems on the previous CEO and deftly sidesteps blame for the issue.

Satisfied with his comments, the press -- and Wall Street -- responded positively, sales began to pick up and the problem was soon behind him.

About a year later, the company was again experiencing a dip in sales, combined with serious product problems. Having learned from his previous experience, the CEO quickly opened the second envelope. The message read, "Reorganize!" …. “Blame your coworkers,” it advises. He does, and once again avoids taking the fall for a problem he caused.

This he did well (blaming others), and the company quickly rebounded.

After several consecutive profitable quarters, the company once again fell on difficult times. Pete went to his office, closed the door and opened the third envelope. The message said, "Prepare three envelopes." ...

A person’s character can be neatly judged when we see how they handle mistakes or tough times. We are all human; we all fail. When confronted with that failure, our next move paints a picture of how we handle responsibility and blame. Do you step up and really own the problem, or do you reach for an envelope?

Good people step up. They acknowledge the problem, accept the blame, and work hard to correct the problem. It is a sad commentary on our world today that most people are pleasantly surprised when you do this. While you may not be able to completely rectify the problem, you will earn some measure of respect by taking ownership of the issue. The problem may not be fixed, but your character is intact.

Bad people step away. They look to blame anyone except themselves, and will sacrifice anyone to protect themselves. Blaming predecessors and coworkers will work for a while, but you will eventually run out of envelopes. The problems remain, but you will not. And your character will be irreparably tarnished….or your nose will continue to grow like someone I (thought) I used to know…..

Sales drive the company mister!....not a predecessor on paper.

Tuesday, October 19, 2010

..any color you want...as long as it's black

Automobile manufacturer Henry Ford was born July 30, 1863, on his family's farm in Dearborn, Michigan. From the time he was a young boy, Ford enjoyed tinkering with machines.

Farm work and a job in a Detroit machine shop afforded him ample opportunities to experiment. He later worked as a part-time employee for the Westinghouse Engine Company. By 1896, Ford had constructed his first horseless carriage which he sold in order to finance work on an improved model. After two unsuccessful attempts to establish a company to manufacture automobiles, the Ford Motor Company was incorporated in 1903 with Henry Ford as vice-president and chief engineer. The infant company produced only a few cars a day at the Ford factory on Mack Avenue in Detroit. Groups of two or three men worked on each car from components made to order by other companies.

Ford incorporated the Ford Motor Company proclaiming, "I will build a car for the great multitude." In October 1908, he did so, offering the Model T for $950. In the Model T's nineteen years of production, its price dipped as low as $280. Nearly 15,500,000 were sold in the United States alone. The Model T heralds the beginning of the Motor Age; the car evolved from luxury item for the well-to-do to essential transportation for the ordinary man.

Henry Ford realized his dream of producing an automobile that was reasonably priced, reliable, and efficient. This vehicle initiated a new era in personal transportation. It was easy to operate, maintain, and handle on rough roads, immediately becoming a huge success.

Ford revolutionized manufacturing. By 1914, his Highland Park, Michigan plant, using innovative production techniques, could turn out a complete chassis every 93 minutes. This was a stunning improvement over the earlier production time of 728 minutes. Using a constantly-moving assembly line, subdivision of labor, and careful coordination of operations, Ford realized huge gains in productivity.

In 1914, Ford began paying his employees five dollars a day, nearly doubling the wages offered by other manufacturers. He cut the workday from nine to eight hours in order to convert the factory to a three-shift workday. Ford's mass-production techniques would eventually allow for the manufacture of a Model T every 24 seconds. His innovations made him an international celebrity.

The company began construction of the world's largest industrial complex along the banks of the Rouge River in Dearborn, Michigan, during the late 1910s and early 1920s. The massive Rouge Plant included all the elements needed for automobile production: a steel mill, glass factory, and automobile assembly line. Iron ore and coal were brought in on Great Lakes steamers and by railroad, and were used to produce both iron and steel.

Rolling mills, forges, and assembly shops transformed the steel into springs, axles, and car bodies. Foundries converted iron into engine blocks and cylinder heads that were assembled with other components into engines. By September 1927, all steps in the manufacturing process from refining raw materials to final assembly of the automobile took place at the vast Rouge Plant, characterizing Henry Ford's idea of mass production.

It's been a long ride to the Saleen Boss 302 Mr. Ford....nice job!

p.s. Thanks for Grabber Orange!

Sunday, October 17, 2010

...Kentucky cracks Top 10....(the hard way)

LEXINGTON, Ky. (AP) - Steve Spurrier worried about the hangover against Kentucky. He kept reminding his South Carolina players not to get too high following an upset of defending national champion Alabama last week.

The 10th-ranked Gamecocks seemed as if they'd keep it together before freshman running back Marcus Lattimore went down with an ankle injury.

Then they could only watch as Kentucky's Randall Cobb caught a 24-yard touchdown pass with 1:15 remaining then added the two-point conversion to cap a furious second-half rally and give Wildcats a stunning 31-28 victory, ruining South Carolina's chance to get a leg up in the jumbled SEC East.

"Give Kentucky credit, they kicked our tails," Spurrier said.

Mike Hartline threw for a career-high 349 yards and four touchdowns for the Wildcats (4-3, 1-3 SEC), who had lost 10 straight to the Gamecocks (4-2, 2-2) and never beaten Spurrier in 17 tries.

It appeared Spurrier was ready to make it 18 for 18 when the Gamecocks stuffed Cobb for a 4-yard loss, setting up a 4th-and-7 at the Kentucky 24.

Hartline calmly set his feet and faked a slant to Chris Matthews. The South Carolina defense bit and Cobb found himself wide open at the goal line. He then swept over left tackle for the 2-point conversion to put Kentucky up three.

South Carolina drove to the Kentucky 20 in the final minute but quarterback Stephen Garcia's heave into the end zone was intercepted by Kentucky's Anthony Mosley with 4 seconds remaining. Hartline took a knee to set off a raucous celebration and end two decades of torture at the hands of Spurrier.

"We just can't, as they say, put the nail in the coffin," Spurrier said. "We can't put a team away. We just can't do it. I don't know why. We just can't do it."

Not without Lattimore anyway.

The budding star had 212 yards of total offense and three touchdowns but spent most of the second half on the sideline after rolling his left ankle while getting tackled early in the third quarter.

"I just heard it crack and I thought something really bad had happened, but it's just a sprain," Lattimore said.

It was enough to force him to watch his team implode while he sat on the bench.

Kentucky shut the Gamecocks down over the final 30 minutes, holding them to 103 yards - 49 of which came on the desperate final drive - while slowly chipping away at the lead.

"We challenged our guys at halftime, that we were in a street fight," said Kentucky coach Joker Phillips. "We're in a street fight. I'm in a street fight. I want to see who has my back."

Hartline hit LaRod King for a 5-yard touchdown pass to cap a 95-yard drive and bring Kentucky within 28-17. Then Hartline found Matthews for a 38-yard score to get within 28-23. Matthews finished with 12 receptions for 177 yards and a score.

Given one last chance with 7:31 remaining, Hartline guided Kentucky to the South Carolina 24. Facing fourth down, he pumped the ball once and lofted the ball to a wide open Cobb in the end zone. Cobb bulled over left tackle for the 2-point conversion to put the Wildcats up three.

Garcia, who finished with 382 yards, two touchdowns and two interceptions, quickly moved the ball to the Kentucky 20 with 11 seconds remaining.

The Gamecocks used a timeout and opted to take a shot at winning in regulation. Garcia threw it up to 6-foot-3 receiver Lamar Scruggs. The ball was tipped and Mosley snagged it out of the air.

"I should have thrown it a little further outside," Garcia said. "I don't know. The guy made a good play."

Hartline took a knee and Kentucky had its first win over a ranked team since beating then-No. 1 LSU in 2007.

"We never lost faith, we never for one second thought we were going to lose that game," Cobb said. "We've had struggles at times but we found a way to win."

The giddy celebration hardly seemed possible after a first half in which the Gamecocks did whatever they wanted behind the precocious Lattimore.

The freshman bounced off Kentucky's would-be tacklers on handoffs or ran past the overmatched defensive ends who had the unfortunate assignment of covering him on pass routes out of the backfield.

Lattimore came into the game with 81 yards receiving all season. He had 133 in the first half, when the Gamecocks victimized Kentucky's overzealous pass rush by sending Lattimore on wheel routes out of the backfield.

Three times Lattimore ran by a Kentucky defender and into the open field, gaining huge chunks of yardage. A 48-yard reception set up his own 10-yard touchdown run, and later added a 47-yard scoring pass in which he sprinted past defensive end Taylor Wyndham then easily sidestepped another Kentucky defender at the 10 before strolling into the end zone.

The score gave the Gamecocks a 28-10 halftime lead, and things could have been worse. South Carolina turned it over three times in the half, and the Wildcats turned two of the miscues into points.

"I thought we'd play better tonight but we didn't," Spurrier said.

Instead it was Kentucky who responded. The Wildcats dropped three straight games after a 3-0 start, including a 37-34 heartbreaker against Auburn last week in which the Tigers kicked the winning field goal on the game's final play.

The loss could have been deflating, yet the Wildcats found a way behind the play of Hartline. The oft-maligned senior has spent three years searching for respect. He may have finally found it on the defining night of his career. Hartline completed 32 of 42 passes and never pressed even after the Wildcats fell behind.

He gripped the ball tightly while being mobbed by fans that stormed the field after Kentucky saved its season.

"I wanted this one so bad," he said. "It was just a big, emotional win for everybody. I wasn't going to give up that ball."

Way to go Cats!!

Thursday, October 7, 2010

...ahhh, the joy of a salesman...

If you stop any sales person on the street and ask them if they are good at what they do, chances are, they will all say “yes!”

But ask their manager, marketing department, customer service area, human resources department (or any other function of the firm), and chances are the answer is “no.” The difference in defining sales competence is a matter of perspective.

So what is ..."sales?"  A competent sales person has the ability to move into any organization and gain the trust of the decision-makers. They work to create a situation where buying can occur within an ethical environment at a fair price. They have the knowledge to speak to a CEO, the front-line manager, or the newest employee about what issues and challenges they face. Most of all they strive to increase their knowledge, skill, and motivation so they can be the best at what they do.

Well I personally think that "sales" is actually the wrong term for the profession. It's really about 'service.'  Customer service is one area where small companies can outshine their competitors and cultivate intense loyalty among regular customers. But exceptional customer service goes beyond mere politeness into nuanced relationship building.

Why are customer relations so important, particularly for small companies?

Service is a real differentiator, no matter the size of the organization. Small companies particularly need to differentiate themselves because they don't have the advertising and exposure that larger firms do. One of the best ways to differentiate in your relationships with customers is to focus more on listening than on talking.

Companies sometimes are so anxious to sell their services that they do way too much talking. The only way you can meet or exceed customer needs is really listening—not just to what they're telling you, but to get beyond that and understand their unstated needs. Once you do that, not only will you have a better connection, you'll be able to exceed their expectations.

When people feel listened to, valued, and important to a company, it's rare. That's because great service and effective communication are more than a set of skills. It's a mind-set of respect and accountability where you do what you say you're going to do for the customer. If every associate in your firm models that mind-set, you'll create a great experience for everyone.

Is excellent customer service really that rare?

Yes, it really is. Despite the fact that many companies tout their focus on service in advertising, the research shows that overall customer satisfaction is declining. A global benchmarking study looked at showed a reduction in customer service satisfaction from 82% to 68% in the last year alone. Additional studies show that 68% of customers leave a business relationship because of a perceived attitude of indifference on the part of the company. It's not that the associates are actually indifferent—it's the perception that they are.

So a customer may get what she needs from the company, but if it was delivered with indifference, that interaction still won't leave a positive impression. Similarly, 63% of consumers said the last time they stopped doing business with a company it was partly or wholly due to a poor customer service experience. Another very similar study showed that two out of three consumers said they'd stop buying from a company if they had just one bad customer service experience.

Those are dramatic numbers. What accounts for them?

One factor is that customers are not as easily satisfied as they used to be. They have much higher expectations for service as they face far greater demands in their own lives. Another factor is that companies themselves aren't quite sure how to deliver great service. They think they're doing enough by talking about it in a company policy manual or telling their associates to do it. But you can't just put it in a document and assume it's going to get done.

What constitutes excellent service—how do you measure it?

Customers want to feel they have a relationship with a firm. They want to make a connection and feel important. If a customer brings up a complaint, how is it handled? Is your company representative spouting information, citing policies and procedures—or is he genuinely interested in helping? Just listening to a complaint, instead of cutting it off, will increase the chances of maintaining that customer's loyalty.

Some entrepreneurs don't realize they need to make connections with their clients, and that they need to do that with courtesy, empathy, and professionalism. The poor "salesperson" just tries to stay ahead of the sales "quota" ....and service is the name of the game!



Friday, October 1, 2010

...yabba...dabba...doo!

What a killer few months we have had! I had the best sales quarter in a year....man it feels good...to 'feel good again.'

Isn't that weird that we sometimes "forget" how to enjoy life? 

It often is not until something happens...like the shitty economy for us to love the feeling..... of being happy again.  Happy? Well when I was a kid I could NOT wait for Saturday morning cartoons and I loved the Flintstones...now 50 years old. 50 years old! 

I know some smart-ass young adults that might think..."man, you are old!" But you know what? I earned what I have....like Fred earned what he had in the cartoon. Nothing is "given" in this generation...you work for what you have.

The idea that something so "old" can show so much of the technology. Often the "prehistoric" analogue to a modern machine uses an animal. For example, when a character takes photographs with an instant camera, inside of the camera box, a bird carves the picture on a stone tablet with its bill. In a running gag, the animal powering such technology breaks the fourth wall, looks directly into the camera at the audience, shrugs, and remarks, "It's a living."

Other commonly seen gadgets in the series include a baby woolly mammoth used as a vacuum cleaner; an adult woolly mammoth acting as a shower by spraying water with its trunk; elevators raised and lowered by ropes around brontosauruses' necks; "automatic" windows powered by monkeys on the outside; birds acting as "car horns," sounded by the driver pulling on their tails or squeezing their bodies; an "electric" razor made from a clam shell, vibrating from a honey-bee inside; a washing machine shown by a pelican with a beak-full of soapy water; and a woodpecker whose beak is used to play a gramophone record.

The Flintstones were cool...things you might not know about them are:

---The Flintstones was originally aimed at an adult audience and the first two seasons were co-sponsored by Winston cigarettes. But by the third season it was being written for children and was sponsored by Welch’s, who produced grape juice and jellies. The show's famous theme tune, "Meet The Flintstones", was not used until the third series. The musical theme for the first two seasons was called “Rise and Shine”.

---Fred and Wilma Flintstone were the first couple to be shown in bed together on prime-time television when the show first aired on ABC between 1960 and 1966.

---Fred Flintstone and Barney Rubble fronted a TV advertising campaign for Winston cigarettes - a move that would be unthinkable for children's television characters today. Can you imagine how Oregonians would react? OMG! I can hear it now, especially from (Kitzhauber for Governor)..."Can we tax that for the State?"

---Many critics believe that the show was a Stone Age parody of the 1950s US TV sitcom, The Honeymooners, which featured two newlywed couples living in New York. One of the show's creators, William Hanna, once confirmed the rumour, but his co-creator Joseph Barbera maintained that it was a myth. And, William Hanna also produced the hit children's TV shows Tom and Jerry, Scooby Doo and Yo Yogi.

---The Flintstones held the coveted title of the longest-running prime-time TV cartoon before The Simpsons took on the mantel. The 1959 unaired pilot episode was called "The Flagstones". “The Gladstones” was also mooted before The Flintstones was finally decided on.

---The series was set in the town of Bedrock, although in some early episodes it was referred to as Rockville. The furniture in the Flintstones’ house changed in almost every episode. The family's barking pet dinosaur, Dino, changed colours throughout the program. Its main colour was purple.

---The cartoon was originally aired in black and white. The Flintstones was home to several major-league sports teams. The Bedrock Giants, Bedrock Dodgers and the Green Bay Pachyderms all appeared on the show. Several popular celebrities took residence in the showbiz quarter of Bedrock - Hollyrock. Cary Granite, Alvin Brickrock and Stony Curtis were the biggest stars. Mick Jadestone and the Rolling Boulders were Fred and Barney's favorite band.

Man....the joy on those Saturday mornings were spectacular....Dad getting donuts for us as we had our eyes glued to the set. Those were happy days....and these last few months have been extremely happy as well! Sales are up and we are feeling great.

Now as long as I can stay away from the "doom and gloom" people in the world....let's see how next quarter goes!! Thanks for all the orders. Seriously...thank you.