– Ralph Waldo Emerson
Writer, Philosopher
(1803 –1882)
It’s been a dark time: financially, politically, emotionally. It's been easy to see the comets, burning brightly for a second then flaming out.
Look again – People going to work. Serving silently. Still committed to duty, honor, community. Stars, helping you find your way.
In such times a few trustworthy partners, clients, providers and teammates stand out. By their longer hours, quiet commitment, and stable leadership; you’ll recognize them.
The stars aren’t lobbying for a bonus. But they might appreciate an “understated gesture of respect.”
Now is the time to narrow your team to those that shine – and move on together.
Monday, June 28, 2010
All world cultures recognize that we have a responsibility to do more than look out for ourselves.
The ability to genuinely engage and perhaps influence another human being is truly a gift – which carries grave responsibility – that of service. Reaching for a lofty or even noble purpose demands that we aim high: serving ourselves and our families, our business and local communities and even – a significant victory – the community of humankind.
The news is littered with incidences of powerful people skillfully arguing that they did nothing wrong while betraying their clients, their community and their culture. They are skilled, shameful – and shameless. It’s time to raise the bar and our expectations.
Fusion helps you acquire the skills to give voice to your ambitions.
The secret resides in the “Next Step.” Is it good for all concerned? Will it help the client/customer? Will it serve your firm, your family? Will it serve you? Then go tell this story!
Use your voice and your skills for the good of all!
Thursday, June 24, 2010
“The Sleep of Reason Produces Monsters”
– Caprichos
Francisco Jose de Goya y Lucientes
Spanish Painter
Portrait Artist to King Carlos IV
(1746-1828)
The Inquisition – 1799. Anonymous tribunals were determining guilt and issuing death sentences against people harboring unacceptable beliefs. Reason slept. Goya, the King's painter, issued a series of editorial cartoons which highlighted many of the absurdities... http://www.franciscodegoya.net/biography.html
2010 – Everywhere, “Reason” sleeps. Not reason with a small r, but “Reason” as in the rational contemplation of “the greatest good for all concerned.”
“Reason” sleeps. Leaving us in the middle of this long nightmare of too much and too little. Too much spending and too little personal responsibility. Too much bellicosity and polarization and too little conversation. Too much credit and too little pay in advance. Too little investment and too much borrowing. Too much electronic buzz and too little personal connection. Too much reliance on government and too much blame, shame and guilt. Too little lifelong commitment to the family, the community and one’s own personal growth. Too much interference in other countries while our own cities and highways crumble. Too much emphasis on things and too little on character.
Everyone has a reason, their own personal excuse factory of explanations, justifications and stories about how it's all someone else's fault. It doesn’t matter who’s at fault. What matters is that nobody checks, nobody questions, nobody acts to protect the commons.
Too many “reasons” – and too little “Reason!” We need more people with “Reason,” who can remind us of what's important and help us decide how to proceed.
Wait a second; “Reason” isn’t some far away skill, owned by ancient philosophers. “Reason” slumbers in us all when we blame, borrow, or look the other way. “Reason” sleeps when we excuse City Hall because “We’re too small to make a difference...” Reason awakens when we actively look and say “What, Why, How and What Next?”
Wake up! This isn’t a philosophy lecture! It’s your life! Clear your mind and decide how you can make things better! Don’t fall back asleep. Get on with it! You've rested too long.
In your career, don’t get lost in the rush to judge, explain or excuse what’s happened. Instead, focus on the long-term goal of an improved game for all. Then get people moving in that direction. Be the one who nudges people onward every day.
In your personal life, it’s easy to go with the flow until you doze off and lose sight of where you’re going and what you stand for. Pause every so often, take stock and decide once again, “What’s this supposed to be about?” and “How do I get myself and my family where we’re going?”
If you look around and nothing makes any sense, you’re probably correct. (The truth is, most people are asleep, most of the time...) Now that you’ve awakened, you can perhaps awaken some others – and travel forward together.
We need you! It’s in your hands. Take care. Travel safe!
Francisco Jose de Goya y Lucientes
Spanish Painter
Portrait Artist to King Carlos IV
(1746-1828)
The Inquisition – 1799. Anonymous tribunals were determining guilt and issuing death sentences against people harboring unacceptable beliefs. Reason slept. Goya, the King's painter, issued a series of editorial cartoons which highlighted many of the absurdities... http://www.franciscodegoya.net/biography.html
2010 – Everywhere, “Reason” sleeps. Not reason with a small r, but “Reason” as in the rational contemplation of “the greatest good for all concerned.”
“Reason” sleeps. Leaving us in the middle of this long nightmare of too much and too little. Too much spending and too little personal responsibility. Too much bellicosity and polarization and too little conversation. Too much credit and too little pay in advance. Too little investment and too much borrowing. Too much electronic buzz and too little personal connection. Too much reliance on government and too much blame, shame and guilt. Too little lifelong commitment to the family, the community and one’s own personal growth. Too much interference in other countries while our own cities and highways crumble. Too much emphasis on things and too little on character.
Everyone has a reason, their own personal excuse factory of explanations, justifications and stories about how it's all someone else's fault. It doesn’t matter who’s at fault. What matters is that nobody checks, nobody questions, nobody acts to protect the commons.
Too many “reasons” – and too little “Reason!” We need more people with “Reason,” who can remind us of what's important and help us decide how to proceed.
Wait a second; “Reason” isn’t some far away skill, owned by ancient philosophers. “Reason” slumbers in us all when we blame, borrow, or look the other way. “Reason” sleeps when we excuse City Hall because “We’re too small to make a difference...” Reason awakens when we actively look and say “What, Why, How and What Next?”
Wake up! This isn’t a philosophy lecture! It’s your life! Clear your mind and decide how you can make things better! Don’t fall back asleep. Get on with it! You've rested too long.
In your career, don’t get lost in the rush to judge, explain or excuse what’s happened. Instead, focus on the long-term goal of an improved game for all. Then get people moving in that direction. Be the one who nudges people onward every day.
In your personal life, it’s easy to go with the flow until you doze off and lose sight of where you’re going and what you stand for. Pause every so often, take stock and decide once again, “What’s this supposed to be about?” and “How do I get myself and my family where we’re going?”
If you look around and nothing makes any sense, you’re probably correct. (The truth is, most people are asleep, most of the time...) Now that you’ve awakened, you can perhaps awaken some others – and travel forward together.
We need you! It’s in your hands. Take care. Travel safe!
Thursday, June 17, 2010
Poised for Outrage!
“Don't understand me so quickly!”
– Yul Brynner as Chris in "The Magnificent Seven"
Have you noticed that people are “Poised for outrage”? Cutting you off halfway through a sentence? That they see you as “evil incarnate” before they've heard your entire premise? Especially when there's an emotional charge in the air? There are lots of reasons: high-pressure circumstances, high speed technology and, of course, microwave popcorn. Everything moves faster these days – faster than we can process. Because of this, we should take more time to fully consider our response. Shouldn’t it take longer to decide than it takes to read the message? While we can connect quickly today, it still takes time to fully understand the intention of the sender. Comprehension requires actual consideration. I wonder if many of us are looking for confirmation of what we already believe, rather than a reasoned discussion of an issue.
There may be something deeper and perhaps darker here as well – the “magnetic desire for opposition.” Remember the elementary school magnets and the “field effect” where the two opposite poles would line up and snap together? Is there a similar effect in discourse? An individual makes a point, the field effect kicks in and people “click into opponency” while “understanding too quickly!” Nice, neat, immediate and probably incorrect. Too many “instant polar opposites” out there? So many “soul of evil” opponents... We're skeptical of any conclusion arrived at in seconds, or even minutes. Yet all over the public sphere, people begin speaking, others "understand them as enemies" – in nanoseconds. Apparently, the universe abounds with “field effects.” It’s emotionally satisfying to be “Right!” while simultaneously making others “Wrong;” but this magnetic desire tends to overpower reason or thoughtful response.
We fail to take time to reflect and consider fully not just what people are saying, but what they mean by it, and what their underlying intentions are. If we “understand the other side too quickly,” then allow the field effect to take over and place us into a neatly arranged opponency, we miss the chance to understand the depth of the other person’s reason and character. If we act too quickly, we might miss another person who has something to teach, a unique viewpoint or a gift of truthful perception.
Of course, we can find ourselves in the opposite situation – “clicking into instant support” before a complete thought has been expressed. Many times our friends and colleagues are likely to “gloss over” the nuances in our position. While they are quick to express their commitment, they may not have grasped what they are being loyal to – and this unqualified overwhelming support does a grave disservice to a true position.
Conclusions: Poised for Outrage? Poised for Agreement? Instantly jumping to conclusions that support our pre-existing beliefs. It’s built into the human condition. Only time and consideration allow us to penetrate the depth of an argument. Black or white are easy to perceive – and often fall victim to the field effect. Shades of grey and nuanced logic require a certain depth of discernment that only comes with time.
What's the take-away?
As an individual: resolve not to interrupt. “Listen the other person out.” Allow the urge to react to pass before responding.
As a professional: recognize that a “perceived opponency or support” might be “artificial.” Take time to allow reason to work and suggest ways that both parties can win. We think that in corporate life, “slower is often better.”
As a family member: notice that in close emotional quarters, the field effect is always poised to position the other in an all too easy and all too satisfying position of “selected elected opponency.” Don't buy it. “Listen your sister, mate or partner out” and then allow reason – and a loftier purpose – to work.
Do everyone a service – hold out for the deep understanding. Few of us carry guns anymore, and this is no longer a western, but “Don't understand me so quickly!” is still great advice.
– Yul Brynner as Chris in "The Magnificent Seven"
Have you noticed that people are “Poised for outrage”? Cutting you off halfway through a sentence? That they see you as “evil incarnate” before they've heard your entire premise? Especially when there's an emotional charge in the air? There are lots of reasons: high-pressure circumstances, high speed technology and, of course, microwave popcorn. Everything moves faster these days – faster than we can process. Because of this, we should take more time to fully consider our response. Shouldn’t it take longer to decide than it takes to read the message? While we can connect quickly today, it still takes time to fully understand the intention of the sender. Comprehension requires actual consideration. I wonder if many of us are looking for confirmation of what we already believe, rather than a reasoned discussion of an issue.
There may be something deeper and perhaps darker here as well – the “magnetic desire for opposition.” Remember the elementary school magnets and the “field effect” where the two opposite poles would line up and snap together? Is there a similar effect in discourse? An individual makes a point, the field effect kicks in and people “click into opponency” while “understanding too quickly!” Nice, neat, immediate and probably incorrect. Too many “instant polar opposites” out there? So many “soul of evil” opponents... We're skeptical of any conclusion arrived at in seconds, or even minutes. Yet all over the public sphere, people begin speaking, others "understand them as enemies" – in nanoseconds. Apparently, the universe abounds with “field effects.” It’s emotionally satisfying to be “Right!” while simultaneously making others “Wrong;” but this magnetic desire tends to overpower reason or thoughtful response.
We fail to take time to reflect and consider fully not just what people are saying, but what they mean by it, and what their underlying intentions are. If we “understand the other side too quickly,” then allow the field effect to take over and place us into a neatly arranged opponency, we miss the chance to understand the depth of the other person’s reason and character. If we act too quickly, we might miss another person who has something to teach, a unique viewpoint or a gift of truthful perception.
Of course, we can find ourselves in the opposite situation – “clicking into instant support” before a complete thought has been expressed. Many times our friends and colleagues are likely to “gloss over” the nuances in our position. While they are quick to express their commitment, they may not have grasped what they are being loyal to – and this unqualified overwhelming support does a grave disservice to a true position.
Conclusions: Poised for Outrage? Poised for Agreement? Instantly jumping to conclusions that support our pre-existing beliefs. It’s built into the human condition. Only time and consideration allow us to penetrate the depth of an argument. Black or white are easy to perceive – and often fall victim to the field effect. Shades of grey and nuanced logic require a certain depth of discernment that only comes with time.
What's the take-away?
As an individual: resolve not to interrupt. “Listen the other person out.” Allow the urge to react to pass before responding.
As a professional: recognize that a “perceived opponency or support” might be “artificial.” Take time to allow reason to work and suggest ways that both parties can win. We think that in corporate life, “slower is often better.”
As a family member: notice that in close emotional quarters, the field effect is always poised to position the other in an all too easy and all too satisfying position of “selected elected opponency.” Don't buy it. “Listen your sister, mate or partner out” and then allow reason – and a loftier purpose – to work.
Do everyone a service – hold out for the deep understanding. Few of us carry guns anymore, and this is no longer a western, but “Don't understand me so quickly!” is still great advice.
Friday, May 28, 2010
No Excuses
"I’m hopeful that the reforms that the secretary and the administration are undertaking will resolve the flaws in the current system that I inherited."
– S. Elizabeth Birnbaum
Outgoing Director of the Minerals Management Service
Corporations, governments and individuals go to great lengths to avoid blame. Have you read a user’s
manual lately?
“Don’t use hair dryer while sleeping.”
“This TV remote is not dishwasher safe.”
“Caution – contents of coffee cup are hot.”
“500 piece jigsaw puzzle – some assembly required.”
“Do not use microwave oven for drying pets.”
“Wearing this Superman costume does not enable you
to fly.”
Even the dry cleaner is culpable. He returns your clean, pressed shirts with broken buttons and points to the sign on the wall “Not responsible for broken buttons.” Of course, what we really need is a cleaner who will be responsible for a wearable clean shirt…
Blame is merely an excuse. It’s a way to lay guilt on others for one’s own failure to engage. When something goes wrong, the point is not to blame, excuse or explain it away. The objective is to take responsibility. “That’s my problem – I’m going to make it right!”
Excuses have no value; they don’t solve or improve anything. Excuses can be accepted, but they can’t be traded. Try paying for a burger in exchange for a second hand excuse…
Responsibility is "the ability to cause, admit causing and refrain from causing.” I bought the coffee. I know it’s hot. I’m taking my chances driving my car with a cup of hot coffee in my hand. If it spills, do I sue the coffee shop or take responsibility for the choice I made – no matter the outcome. People who are responsible are more interested in making things happen and improving things than they are in laying or ducking blame. They create products and services that can be exchanged with confidence. No blame. No excuses.
It’s not a blame-free world yet. So, anytime you’re in a situation where it’s tempting to blame others, ask yourself “What can I be responsible for?” “How can I make this situation better?” If more of us take responsibility – and keep our word – the world will be a more productive place. Step up to the plate!
How would your Executive Instruction Manual read?
Caution, contents under pressure!
Break glass only when responsible leadership is required.
– S. Elizabeth Birnbaum
Outgoing Director of the Minerals Management Service
What has happened to taking responsibility? Or assuming it? There’s certainly enough blame to go around…and lots of excuses and explaining. In fact, there’s an epidemic of blame! Excuses…Finding fault…Pointing fingers…A collective “throwing up of hands”…Anything but honestly taking responsibility. Instead, to avoid blame we seek to make others guilty.
Corporations, governments and individuals go to great lengths to avoid blame. Have you read a user’s
manual lately?
“Don’t use hair dryer while sleeping.”
“This TV remote is not dishwasher safe.”
“Caution – contents of coffee cup are hot.”
“500 piece jigsaw puzzle – some assembly required.”
“Do not use microwave oven for drying pets.”
“Wearing this Superman costume does not enable you
to fly.”
Even the dry cleaner is culpable. He returns your clean, pressed shirts with broken buttons and points to the sign on the wall “Not responsible for broken buttons.” Of course, what we really need is a cleaner who will be responsible for a wearable clean shirt…
Blame is merely an excuse. It’s a way to lay guilt on others for one’s own failure to engage. When something goes wrong, the point is not to blame, excuse or explain it away. The objective is to take responsibility. “That’s my problem – I’m going to make it right!”
Excuses have no value; they don’t solve or improve anything. Excuses can be accepted, but they can’t be traded. Try paying for a burger in exchange for a second hand excuse…
Responsibility is "the ability to cause, admit causing and refrain from causing.” I bought the coffee. I know it’s hot. I’m taking my chances driving my car with a cup of hot coffee in my hand. If it spills, do I sue the coffee shop or take responsibility for the choice I made – no matter the outcome. People who are responsible are more interested in making things happen and improving things than they are in laying or ducking blame. They create products and services that can be exchanged with confidence. No blame. No excuses.
It’s not a blame-free world yet. So, anytime you’re in a situation where it’s tempting to blame others, ask yourself “What can I be responsible for?” “How can I make this situation better?” If more of us take responsibility – and keep our word – the world will be a more productive place. Step up to the plate!
How would your Executive Instruction Manual read?
Caution, contents under pressure!
Break glass only when responsible leadership is required.
Friday, May 7, 2010
Finding Cornersones
"Turn left where the old oak tree used to be!"
– Anonymous
He was so matter of fact about it, that I had gone a "piece" before I realized I had no earthly idea where the old oak tree used to be! His landmark was REAL to him long after the actual tree was history. The memory had substance and meaning for him that no outsider could understand.
We use landmarks (trees, clock towers, buildings, etc.) to assist us in navigating from place to place, then to firmly locate ourselves once we've arrived (Hey. I'm in New York, at the Waldorf, under
the clock!).
After a crisis, there's physical damage of course, but that's just the visible stuff. What's perhaps more insidious is the damage you can't see: the disorientation and the sense of hopelessness. As one of our neighbors said, "Katrina didn’t just f*** with our house, it also f***** with our heads!"
Noticing how debilitating it seemed when disaster overturned all the trees, clock towers and homes, it became slowly clear to me that the damage was not just physical, but intellectual and spiritual.
There was safety at risk, but also orientation (Where am I?), and certainty... (Who am I?). If the things we identify with are destroyed, our very identity can seem to be at risk as well.
It turns out, we “identify" with our physical, mental and spiritual landmarks, (We call them “Cornerstones”) and take some measure of our "personhood" from each – our work, our partners, our homes, towns, cars, industries and nation and when disaster strikes, many of our Cornerstones can be overturned, dislodged or destroyed – with powerful effect.
It’s the job of leaders, in the family, the town and the workplace, to put “Cornerstones In Place.” To explain the game to the players. To make it clear what we do here; what we stand for and how we play. Also, to re-install or recover Cornerstones after a crisis – when people desperately need to re-orient themselves – physically, mentally and spiritually.
What to do:
As an individual, the first challenge in life is to select your own Cornerstones which comprise your own unique point of view. What am I here for? How do I want to work, play and connect with others? Where do I choose to live? What is important to me? And how do I make this known to others?
As a family member, work to explain the Cornerstones to all the members; so they’re not just assumed, but really understood. (It’s the intangible Cornerstones that are sometimes the hardest to make clear.)
At work, seek to discover what the Cornerstones actually are! What do we do here? Why? For what kind of exchange? What style, attitude and methods make this place unique? What’s my “place?” How do I fit in?
As a manager, you are the Director of Orientation! "Here’s the game. Here’s how we do it. Here’s your role. Here’s what makes us special. Get to it!"
The hardest thing after a crisis is "getting back to it." Establishing, re-discovering, maintaining and putting people in touch with the firm's Cornerstones can help everyone find the oak tree!
– Anonymous
Under Water
Minneapolis Star Tribune / Landov
TimePhotos.com
I asked directions on a country road in Louisiana. The old gentleman said, "Go down the road a piece, and turn left where the old oak tree used to be. Then go on 'bout five mile. You'll meet up with the freeway presently!"
He was so matter of fact about it, that I had gone a "piece" before I realized I had no earthly idea where the old oak tree used to be! His landmark was REAL to him long after the actual tree was history. The memory had substance and meaning for him that no outsider could understand.
We use landmarks (trees, clock towers, buildings, etc.) to assist us in navigating from place to place, then to firmly locate ourselves once we've arrived (Hey. I'm in New York, at the Waldorf, under
the clock!).
After a crisis, there's physical damage of course, but that's just the visible stuff. What's perhaps more insidious is the damage you can't see: the disorientation and the sense of hopelessness. As one of our neighbors said, "Katrina didn’t just f*** with our house, it also f***** with our heads!"
Noticing how debilitating it seemed when disaster overturned all the trees, clock towers and homes, it became slowly clear to me that the damage was not just physical, but intellectual and spiritual.
There was safety at risk, but also orientation (Where am I?), and certainty... (Who am I?). If the things we identify with are destroyed, our very identity can seem to be at risk as well.
It turns out, we “identify" with our physical, mental and spiritual landmarks, (We call them “Cornerstones”) and take some measure of our "personhood" from each – our work, our partners, our homes, towns, cars, industries and nation and when disaster strikes, many of our Cornerstones can be overturned, dislodged or destroyed – with powerful effect.
It’s the job of leaders, in the family, the town and the workplace, to put “Cornerstones In Place.” To explain the game to the players. To make it clear what we do here; what we stand for and how we play. Also, to re-install or recover Cornerstones after a crisis – when people desperately need to re-orient themselves – physically, mentally and spiritually.
What to do:
As an individual, the first challenge in life is to select your own Cornerstones which comprise your own unique point of view. What am I here for? How do I want to work, play and connect with others? Where do I choose to live? What is important to me? And how do I make this known to others?
As a family member, work to explain the Cornerstones to all the members; so they’re not just assumed, but really understood. (It’s the intangible Cornerstones that are sometimes the hardest to make clear.)
At work, seek to discover what the Cornerstones actually are! What do we do here? Why? For what kind of exchange? What style, attitude and methods make this place unique? What’s my “place?” How do I fit in?
As a manager, you are the Director of Orientation! "Here’s the game. Here’s how we do it. Here’s your role. Here’s what makes us special. Get to it!"
The hardest thing after a crisis is "getting back to it." Establishing, re-discovering, maintaining and putting people in touch with the firm's Cornerstones can help everyone find the oak tree!
Thursday, April 29, 2010
Promises made... Promises kept!
"The large print giveth and the small print taketh away..."
Tom Waits
American Singer/Songwriter
(1949-)
There've been a lot of "Explanations" lately...
"Investment Bank explains its role as market maker."
"Bond Rater explains in court that its documents are "free speech only," and not to be "relied upon with confidence" as truly indicative of underlying security performance."
"Money Manager explains its portfolio management approach was sound despite failure to withstand downturn."
"Government explains its role as guarantor of last resort as housing crisis puts Fannie and Freddie on Federal Dole."
Let us explain... “Explanation” is code for “we did you wrong, broke a promise, or failed to deliver and we’re not owning up or even attempting to make it right, but we hope this explanation (excuse, alibi, justification, rationalization, exculpation) is sufficient to forestall the indictment."
I tried that strategy a few times as a teenager, which always resulted in a talk with Dad beginning with the phrase “Now let me get this straight..."
I discovered that no amount of creativity in the Explanation Department would get me off the hook. Perhaps our finance and government sectors didn't have fathers.
From our point of view, one builds a business, a public trust or a brand by making and keeping promises.
Making the promise is the job of Communication and Sales who build a story and tell it repeatedly. When someone "buys it;" Customer Service takes over and the relationship can continue (sometimes for a lifetime) as long as the delivery cycle remains trouble free. Promises Made... Promises Kept!
But when there's a break or a failure of some kind – as in our recent public circumstance – people start questioning the promise; and the "explanations" begin...
Unfortunately, there are limits to the power of stories – which only “symbolize” the meaningful commitment to deliver. An "Explanation" is no substitute for substance. It's not a story or an explanation that's in order – but a sucking it up and delivering on the original promise – or the trust is irretrievably broken.
The staggering number of people, companies, industries and market sectors that have had to resort to "public explanations" make us apprehensive about any public promise. An honest promise was the foundation of "the American Way.” What can or will take its place in the brave new world? Shudder!
Paint the fence, deliver the product, perform as promised, perform a make-good or be gone! And take your self-serving explanation with you! The public is becoming restive with public figures and organizations that attempt to pass a counterfeit promise for legal tender.
Building your career? Make a promise! Frame is as a Story. Tell it the same way in print, in person, on the phone and the web! Again and again and again.
It’s a promise. When someone accepts, never stop delivering!
You'll find there's less need to "read the small print."
Tom Waits
American Singer/Songwriter
(1949-)
There've been a lot of "Explanations" lately...
"Investment Bank explains its role as market maker."
"Bond Rater explains in court that its documents are "free speech only," and not to be "relied upon with confidence" as truly indicative of underlying security performance."
"Money Manager explains its portfolio management approach was sound despite failure to withstand downturn."
"Government explains its role as guarantor of last resort as housing crisis puts Fannie and Freddie on Federal Dole."
Let us explain... “Explanation” is code for “we did you wrong, broke a promise, or failed to deliver and we’re not owning up or even attempting to make it right, but we hope this explanation (excuse, alibi, justification, rationalization, exculpation) is sufficient to forestall the indictment."
I tried that strategy a few times as a teenager, which always resulted in a talk with Dad beginning with the phrase “Now let me get this straight..."
I discovered that no amount of creativity in the Explanation Department would get me off the hook. Perhaps our finance and government sectors didn't have fathers.
From our point of view, one builds a business, a public trust or a brand by making and keeping promises.
Making the promise is the job of Communication and Sales who build a story and tell it repeatedly. When someone "buys it;" Customer Service takes over and the relationship can continue (sometimes for a lifetime) as long as the delivery cycle remains trouble free. Promises Made... Promises Kept!
But when there's a break or a failure of some kind – as in our recent public circumstance – people start questioning the promise; and the "explanations" begin...
Unfortunately, there are limits to the power of stories – which only “symbolize” the meaningful commitment to deliver. An "Explanation" is no substitute for substance. It's not a story or an explanation that's in order – but a sucking it up and delivering on the original promise – or the trust is irretrievably broken.
The staggering number of people, companies, industries and market sectors that have had to resort to "public explanations" make us apprehensive about any public promise. An honest promise was the foundation of "the American Way.” What can or will take its place in the brave new world? Shudder!
Paint the fence, deliver the product, perform as promised, perform a make-good or be gone! And take your self-serving explanation with you! The public is becoming restive with public figures and organizations that attempt to pass a counterfeit promise for legal tender.
Building your career? Make a promise! Frame is as a Story. Tell it the same way in print, in person, on the phone and the web! Again and again and again.
It’s a promise. When someone accepts, never stop delivering!
You'll find there's less need to "read the small print."
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