Daily Brief

Your Perspective Is Your Reality (Good, Bad or Ugly) – Grow Great Small Business Daily Brief – July 2, 2018

Your Perspective Is Your Reality (Good, Bad or Ugly) – Grow Great Small Business Daily Brief – July 2, 2018

Your Perspective Is Your Reality (Good, Bad or Ugly) – Grow Great Small Business Daily Brief – July 2, 2018

What you think.

How you feel.

Thoughts, emotions, beliefs. They belong to you. 

I’ve got my own. Mine don’t matter to you. But they could. Just not as much as yours.

It’s up to you to protect yours. It’s also up to you to expand yours. Grow yours. Maybe even correct yours. If you’re wrong. 

But how will you know? How can any of us know we’re deluded? Or wrong?

Outside ourself perspectives. That’s how. Alternative perspectives help us consider our own. It’s why I’m such a fan of questions and operated businesses with a stated philosophy:

The quality of our questions determines the quality of our business.”

Problems arise when we’re unwilling to ask questions. Especially when we’re unwilling to ask questions of ourselves. Or to allow others to ask us. 

I get that it’s not comfortable, but this isn’t about comfort. Or discomfort. No, it’s about growth, improvement, and transformation. You won’t experience any of those things for yourself, your leadership or your company unless you tolerate, even encourage questions. 

Our growth, our improvement and our transformation will propel the same things in the businesses we lead. That’s just another reason why this is urgent and important work.

But it’s challenging…

Because our perspective – what we think and how we feel – drives everything. It drives our communication, our decision-making, our reactions and responses. 

Listen, this isn’t about making sure our perspectives are perfect. There’s no such thing when it comes to how we see things and how we allow things to make us feel. They just are what they are. But that’s too simple. And too cowardly. It presupposes that we can’t do anything about them, which is colossally wrong. We can and must sometimes change our minds. 

Think of a time you had an idea you were convinced would work. You tried it. Only to find out you were wrong. Maybe you made another run at trying it. And it still failed. So you changed your mind. Over time you saw more clearly how it wasn’t your best idea ever. When it first failed maybe you felt angry. Frustrated. Sad. Maybe the second and final failure provoked you to feel embarrassed, or stupid. Six months later you likely felt different. Maybe you didn’t think about it ever. And those feelings attached disappeared. 

Welcome to the human race. Our brains are magnificent things. Capable of greatness, if we’ll work to harness them more. 

Your perspective is based on life, experience, history, relationships and the sum total of you. Here’s where there’s value and your opportunity to grow. All the things have formed my perspective are different from yours. And we could talk with half a dozen additional business owners and quickly discover each of them has yet a different perspective. 

I’m fairly certain we’d all find perspectives we share. The human experience can be different, but relatable. It’s why songs are written around common themes like love and loss. These are universal. The details are different though. Which is why the more we connect with others, the more we share our experiences with each other…the wiser we can become. It expands our viewpoint. Gives us a perspective we may not otherwise have. In short, it gets us out of our head and our view so we can grow great. 

You need additional perspectives. Even if yours are great, wonderful and spot on. And they won’t always be. Which is why they need constant testing. 

Do you use all your rearview mirrors when you drive? I do. And have ever since I was a kid. I don’t just look at the one attached to the windshield. I’m constantly glancing at the ones on the side of the car. Both sides. I do it to make sure I can see all four directions: ahead, behind, right side and left side. When you drive around a big city like Dallas/Ft. Worth, traffic can be daunting. One of my pet peeves are people willing to drive directly in your blind spot for miles. I’ve got those little round side mirrors to help avoid blind spots. They won’t do me a lick of good if I don’t look at them though.

Outside perspectives for you and your business are like my little round side mirrors. They just help you see things more clearly.  

Do you want to surround yourself with other business owners willing to share their perspectives without judging yours? Can you see the value of sharing your perspective with other business owners who may not view things quite like you? 

Then I invite you to check out The Peer Advantage by Bula Network. It’s a professional peer advisory group of just 7 small to medium-sized business owners who come together a couple of times each month online to help each other grow, improve and transform. There’s only one goal, to hit the trifecta of business building: to get new customers, to serve existing customers better and to avoid going crazy in the process. I want to help you grow great. I want your business to grow great. We can do this. Together.

Be well. Do good. Grow great!

Subscribe to the podcast

bula network podcast on itunesTo subscribe, please use the links below:

If you have a chance, please leave me an honest rating and review on iTunes by clicking Review on iTunes. It’ll help the show rank better in iTunes.

Thank you!

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Having Fun Is Part Of Not Going Crazy In The Process – Grow Great Small Business Daily Brief – July 1, 2018

Having Fun Is Part Of Not Going Crazy In The Process – Grow Great Small Business Daily Brief – July 1, 2018

Having Fun Is Part Of Not Going Crazy In The Process – Grow Great Small Business Daily Brief – July 1, 2018

Many years ago I began a podcast called LEANING TOWARD WISDOM. Yep, the URL is the same thing, LeaningTowardWisdom.com. I’m not hawking it because I don’t care if you check it out or not. What I do care is that you know it’s FUN. 

Every Saturday I create a post and share it. It’s called, Saturday’s Smile and it consists of cartoons like the one in that graphic above. Every week it features mostly my favorite cartoon, Ballard Street. I’ve been a cartoon fan since I was a boy. Once, I thought I’d be a cartoonist, but it just never seemed practical enough. So I killed the dream. But today I live it vicariously through some gifted cartoonists. 

Music. That’s another passion. I spend a lot of time listening to music. That’s what set me on a career in the consumer electronics business. And at LTW I’ll share the stuff I’m listening to. Every Friday, including this past one, I can find some artists with a new record that makes me happy it’s Friday. This past Friday there were quite a few. Among them, The Milk Carton Kids, “All the Things That I Did and All the Things That I Didn’t Do” and Florence + The Machine, “High As Hope.”

Not going crazy by having fun isn’t about our vices, or self-rewards (like cars, trips, or other trappings to show others how successful we are). It’s about the stuff that brings us joy. It’s about the things that put and keep a smile on our face. There are other aspects to keeping our sanity as we drive to build and grow a successful business. But today, I’m focused on the F word. FUN.

I’ve just told you about my private fun. Okay, it’s more public, but it’s completely unrelated to business or my career. Leaning Toward Wisdom began as a legacy project where I could share with my grown kids and my growing grandkids some thoughts, wisdom and reflections. But it’s also about me having a good time. 

It’s about laughing so hard you cry.

And you need to bring it to work. Fun. 

If you check out just a single Saturday’s Smile you’ll have a good idea of my sense of humor. Business is serious. It’s hard. Sometimes arduous. But we do it because we love it. It’s not all fun. Or always fun. But we can make much of it more fun than we sometimes do. We can laugh more. Stop taking ourselves so ridiculously seriously. Smile more. Be more kind. Display greater friendliness. Cut up more. 

Bula Network is about connection and collaboration. It’s human to human stuff. It’s the people that matter, stupid. It’s you who matter. 

What kind of hours do you work? 50 hours a week? 60? More?

I get that you enjoy your work. I hope you do. But we’re talking about having FUN. Fun away from work and fun while we work. 

I’m not talking about weenie roasts or parties. Those are fine. Do those, too. But I’m talking about something far more granular than that. Something you and your employees do consistently. I’m not worried about appropriate timing. You and your gang will figure that out. 

Decades of leading retail companies demonstrated to me the importance of shoppers seeing employees enjoying themselves. Pike’s Place Fish Market earned their reputation on it. We’re attracted to people who enjoy what they’re doing. Happiness is very attractive!

Today’s a special episode because I don’t do Sunday episodes. But today is July 1st and it’s Sunday. And I’m pretty sick of all the negative crap. Enough already. I don’t care about your politics. Or where you live. Or how big your company is. Or how much money you make. You like to laugh. You enjoy fun. Deep down you’re sick of all the wet blanket stuff going on, too. 

Today is Sunday, July 1, 2018 and it’s a great day. We’re blessed to be experiencing the best time in human history. Our opportunities have never been greater. The global support we can get from people we only know through online connections is remarkable. Our access to the stuff we need to succeed has never been greater! We have every reason to be optimistic about our lives and our businesses. 

Don’t you think and feel it’s about time we started acting like it. Find some fun today. And find something funny, too.

Be well. Do good. Grow great!

Subscribe to the podcast

bula network podcast on itunesTo subscribe, please use the links below:

If you have a chance, please leave me an honest rating and review on iTunes by clicking Review on iTunes. It’ll help the show rank better in iTunes.

Thank you!

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Candor With Compassion: Your Communication Is Everything – Grow Great Small Business Daily Brief – June 30, 2018

Candor With Compassion: Your Communication Is Everything – Grow Great Small Business Daily Brief – June 30, 2018

Candor With Compassion: Your Communication Is Everything – Grow Great Small Business Daily Brief – June 30, 2018

Here’s a secret. Okay, not so much as secret as a little known and little-deployed truth among business owners. Congruency is central to communication. In a word, congruency is about agreement. It’s about things making sense. For your business it’s about your employees finding agreement between what you say and what you do. They’re just like you, trying to make sense of things. Trying to figure out how things fit. It’s what we all do to understand where and how we fit in the world. In this case, the world is the world of your business. 

Your employees will craft a story in their head unless you communicate compassionately with candor. Candor can be destructive if it’s not associated with compassion. 

Candor is defined as the quality of being open and honest in expression. It’s frankness. And for our purposes, it’s also clarity. It’s not ambiguous, meaning it doesn’t have multiple meanings. Let’s pile one more element on for good measure. Candor is easily understood. 

You could incorporate candor like Kramer on Seinfeld. Bluntness with no tact. That’s candor lacking compassion. 

Compassion is concern and care for others. It doesn’t mean you tippy-toe around. Or you avoid confronting poor performance or behavior. It just means you do what you do because you’re concerned for the person. 

Claude Silver is the Chief Heart Officer for VaynerMedia in New York City. She Tweeted this the other day. Click the image to follow her on Twitter.

That’s the compassion I’m urging you to have as a small to medium-sized business owner. Behave genuinely, openly…and make sure you’re devoted to the truth of those 5 words. Be willing to be the person who says that to your employees. You’ll see some magic happen when you do. 

Compassion doesn’t mean you’re soft on performance. This is, after all, about growing great. Cowards and simps aren’t able to grow. Much less to grow great! This is work for people willing to climb and achieve. YOU.

Candid is synonymous with candor. Frankness. Truthfulness. Honesty. Clear, authentic conversation. 

You’re failing if after you communicate employees ask, “I wonder what she meant by that?” It means they didn’t understand. And it generates an enormous downside for you, them and the company. Remember, they’re looking to make sense of it all. So as they walk away from listening to you, confused about what you said, they start connecting dots. In their head, they begin crafting a story as they attempt to figure it out and make sense of it. Here’s the deal: they’ll never create a story more positive than the one you could give them. People lean toward thinking the worst, not the best. Your employees will form negative stories if they’re confused. 

Another downside is a loss of speed. We’ve all experienced it in our own lives. Whether it was an employer we had when we were kids, learning our first job. Or whether it was a teacher giving us an assignment we weren’t quite sure of. We’ve been asked or told to do something, and be timid to take a step because we didn’t know exactly what we were supposed to be doing. All that halting and hesitation happened because we had no confidence in what we were doing. So we did nothing. Or we did it very slowly, hoping our delay might offer us enough time to figure it out. Your employees do the same thing. 

Speed is your friend. You kill your friend when you lack compassionate candor. There goes one of the biggest competitive advantages of your business. That agility and nimbleness is out the window, created largely by your unwillingness or inability to be clear. And to make sure everybody understands. 

If I walked around your business and spoke with enough people (and it wouldn’t take that many), I’d quickly find out how much your company values candor. I’d also find out how much compassion is used by you and the rest of your leadership team. You could tell me how you’d like it to be, or how you know it ought to be, but your people know how it really is. Compassionate candor closes that gap and sets you on course to make things be what they should be in order to foster accelerated growth. 

Yes, it’s the right thing to do. Yes, it’ll help you avoid being a jerk. Bob Sutton has got a more graphic name for it (I love Sutton’s books and his work). There’s a very practical business reason behind all this, too. The goal is to hit the trifecta of business building: getting new customers, serving existing customers better and to not go crazy in the process! It’s impossible without candor.

One of the chief things I’d love to help more business owners solve is confusion in their culture. People thinking or understanding something different than what you think, or your leadership team thinks. Being on the same page. Rowing in the same direction. Pick whatever cliché you most enjoy, but they all say the same thing. Some people are going in one direction. Others are picking a different direction. You’re blaming them, but it’s your responsibility. You can fix it. 

So now you know what you need to hit the ground running to fix come Monday. It’s your job to write the story people will believe in, follow and contribute to make a great success story. Do it properly and they’ll do their part. 

Be well. Do good. Grow great!

Subscribe to the podcast

bula network podcast on itunesTo subscribe, please use the links below:

If you have a chance, please leave me an honest rating and review on iTunes by clicking Review on iTunes. It’ll help the show rank better in iTunes.

Thank you!

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Leveraging The Influence Of Every Customer – Grow Great Small Business Daily Brief – June 29, 2018

Leveraging The Influence Of Every Customer – Grow Great Small Business Daily Brief – June 29, 2018

Leveraging The Influence Of Every Customer – Grow Great Small Business Daily Brief – June 29, 2018

Much of my career was spent in the world of retailing where transactions are a valued metric. But I was never transactional. Philosophically. Or practically. 

That is, I’d measure the average sale, the average number of items per sale, but my focus was always on the individual customer or shopper. The lifetime value of a customer was always a strong consideration, as well as customer acquisition cost. POS (point of sale) technology gives us great data in real-time. But, running your small to medium-sized business with a transactional philosophy is a mistake I don’t want you to make. 

Business isn’t just math. It’s people. The people who work inside the business serving the people who buy from the company. There’s some math to that you should consider. How many employees do you have? How many customers do you have? How many prospects do you have? Every encounter, every touchpoint involves at least 2 people. And people talk. Or write. Or podcast. Or create videos. 

Word of mouth used to be its own thing. No more. It’s just life now. For 30 years I’ve loved what Jeffrey Gitomer has always said about it. Your customers can say one of three things about you. Something good. Nothing. Or something bad. And it’s up to you to decide what it’ll be. He’s completely right. 

Focus on the lifetime influence of a customer. 

Various thoughts have been expressed on customer loyalty. It was once thought that you take a person from being a shopper or a prospect to a customer, a person who makes a single purchase. Perhaps a one time buyer. Then, you work to make them a client, somebody who purchases from you again. Then you work to create a loyal client, somebody who will continue to buy from you. Then you worked to create the loyal clients into advocates, people who would repeatedly buy from you and extol your praises to others. Well, that’s all been thrown out the window. It’s not how the world works.

Your prospects have influence. People don’t even have to buy from you in order to become a fan. Even an advocate. I’ll give you an example. Years ago I had a business acquaintance who would give me a box of 12 individually wrapped iced sugar cookies. I never knew where he got them, but I looked forward to getting them every year. They were made by Granny B’s. They were soft and delicious. I’ve never purchased them because you can’t even find them online. And they don’t ship, at least not directly from their website. They say they have over 50 distributors, but I’m not in the food service business so I have no idea how to find them. But I’ve told more people than I can count how good I think they are. And now I just told you. Granny B’s has never collected a single dollar from me. I’m not a customer, but I am an advocate. 

Will you buy from Granny B’s now I’ve told you about them? You may if you live in or near Orem, Utah where they’re located. That’s how it works.

There’s only one way to leverage the influence of every customer – or even prospects. Dazzle people. Be remarkable. Granny B’s has great product. It’s a great sugar cookie. You’ve got to deliver great products and services. You’ve got to provide an extraordinary experience for prospects, shoppers and customers. Every single time. No exceptions.

That means you have to create systems that will enable your company to deliver predictably awesome experiences 100% of the time. Will you hit your mark 100% of the time? No. You’ll screw up. Somebody in your company will drop the ball. The question is, “How will you recover?” To positively leverage the influence of every customer you must recover with speed and grace!

I love the occasional customer problem because the opportunity to recover is the surest way I know to create the most loyal advocates of a business. If you dazzle a customer with a problem they’ll love you forever and tell as many people as possible. And it’s not that hard to do. It just requires your commitment and willingness to do it. Recovery is an incredible business opportunity too few take advantage of, and I don’t get it. Doing the right thing, and doing it quickly isn’t that difficult once you just make up your mind that it’s how you’ll run things. I’m challenging you to do that, then watch the positive reaction of the customer — and your employees. And gauge how well you feel about yourself, too. When you make the experience remarkable for the customer you make it remarkable for yourself and everybody who works for you. Oh, the stories you’ll all be able to tell. Positive influence has insane power.

Look around. The world is filled with awful service. Terrible customer experience is as normal as big city traffic. Mostly, we lament how companies don’t care. I’m a longtime Directv customer and I hate them with a passion. Their billing practices, inching your bill up (forcing you to call every 6 months or so to negotiate it down) and their customer service rigmarole is daunting. I’ll figure out an alternative eventually. I just have to make it a priority. And when I do, I’ll leave them. In the meantime, I’m a customer who has paid them more money than I care to calculate, but I just threw them under the bus to you. And I’m a customer. But I’m NOT an advocate. 

A sugar cookie I don’t buy. A TV content provider I’ve been buying for years. One, I love. The other, I hate. So it goes.

Figure out which one you’d rather be. 

Be well. Do good. Grow great!

Subscribe to the podcast

bula network podcast on itunesTo subscribe, please use the links below:

If you have a chance, please leave me an honest rating and review on iTunes by clicking Review on iTunes. It’ll help the show rank better in iTunes.

Thank you!

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Has Your Website Copy Been Stolen? - Grow Great Small Business Daily Brief – June 28, 2018

Has Your Website Copy Been Stolen? – Grow Great Small Business Daily Brief – June 28, 2018

Has Your Website Copy Been Stolen? - Grow Great Small Business Daily Brief – June 28, 2018

I first shared these thoughts over on Facebook. Just a day ago. 

Plagiarizing website copy is stealing. It’s always a curious thing to me when I see a company or so-called “professional” take the copy (almost word for word) from a competitor’s website and use it as their own.

I’ve seen so much of it I’m practiced at spotting the original because it’s not often hard to determine who’s doing the stealing. Pretenders and wannabes steal.

Here are some things I’ve noticed:

If you spend more time looking at your competition than your prospects or clients, then you’re fast-tracking toward failure. Plagiarists are too lazy to focus on prospects and customers. They’d much rather watch, then copy the competition.

Plagiarists obviously aren’t creative, but worse yet, they’re deluded. Rather than put in the time to think, carefully consider, and connect personally with their prospects and customers, they hope by ripping off somebody else’s copy they can magically generate business. Copy is important because it’s communication. But the thieves don’t realize, stolen copy won’t build a customer base or a sustainable business.

Plagiarists are frauds, hypocrites, and fakes. They pretend to be the businesses or people they plagiarize. Living vicariously through their competitor they’re hoping to be just like them. Meanwhile, those worthy of being stolen from, are rapidly moving ahead, growing, gaining clients, generating sustainable revenues and profits.

Liars and thieves (plagiarists are both), play a short-term game. They’re hoping for the fast buck to match their fastly stolen copy. At best, that’s what they may get.

Businesses and people who steal web copy won’t put in the work to perform at the highest standards in their space. I’ve NEVER seen it. I’ve seen plenty of plagiarism though. And in every case, it was a newbie or far less experienced company/person in an industry trying to appear more established. From podcasting experts to car detailers, to professional services…it’s happening daily in dozens of industries. I’ve seen entire websites copied, taking plagiarism to a whole new level.

In a world increasingly focused on IP (intellectual property), it can be a big deal. I know businesses who have pursued legal action to stop the plagiarism. Others who have chosen to ignore it. Decide for yourself if you’ve been a victim.

And one last thought, I’ve not yet seen an individual or company survive plagiarizing somebody else’s website. To every victim I’ve ever encountered, I say the same thing, “They’re too lazy and dishonest to come up with their own copy, what makes you think they’re going to out hustle you?” They never do.

Be well. Do good. Grow great!

Subscribe to the podcast

bula network podcast on itunesTo subscribe, please use the links below:

If you have a chance, please leave me an honest rating and review on iTunes by clicking Review on iTunes. It’ll help the show rank better in iTunes.

Thank you!

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Creating A Culture Of Commitment – Grow Great Small Business Daily Brief – June 27, 2018

Creating A Culture Of Commitment – Grow Great Small Business Daily Brief – June 27, 2018

Creating A Culture Of Commitment – Grow Great Small Business Daily Brief – June 27, 2018

Enthusiasm is defined as intense and eager enjoyment, interest, or approval. I suppose people can be committed without it. But that’s not much of a life! 

Companies and organizations have been focused on culture for the past 50 years. Before that, nobody much cared. Show up, do your job or get fired. Don’t speak up. Don’t speak out. Just be on time, fall in line and do what you’re told. Even old dogs like me don’t remember those hard times. 

Yet many of us have experienced working alongside people who didn’t have a commitment to do good work. Or even working for bosses who did nothing to foster it. 

The times they are a-changin’ — and it’s great. 

Any small to medium sized business owner who pays attention to a podcast and website called GROW GREAT is certainly not prone to leading with tyranny. I appreciate that about you. And I’m sure your employees do, too. 

Every business owner and leader I know give some attention and lip service to “employee engagement.” It’s just a high falutin way of talking about how enthusiastic people are about showing up for work and doing the work. Commitment.

What we really want is enthusiastic commitment. We don’t just want dutiful, going through the motions producing the minimal performance. 

“Enthusiasm spells the difference between mediocrity and accomplishment.”   – Norman Vincent Peale

Mr. Peale was right. 

The other day an executive was telling me about some engagement challenges at his office. Speaking about a specific employee, a multi-year veteran of their company he lamented, “She’s on time and does a fairly decent job. But it’s like she’s just checking the box and doing whatever she needs to do to keep that box checked.” I asked him how long that had been going on. “For a good long while,” he said. “Why didn’t you talk with her when it first started?” I asked. He didn’t know. It just didn’t happen. Life happened. How here he was who-knows-how-much-later and she’s having a negative impact he thinks on co-workers. He’s wondering what to do. 

This story is commonplace. Commitment, enthusiasm give way. When the erosion begins, we either don’t notice or by the time we do notice it’s been happening a while. And rather than sit down to find out what’s going on, and what we may be able to do to help – as leaders – we can hide. Hoping it’ll resolve itself. It hardly ever does!

Here’s what I know works – get to know people. Find out what’s going on with them. Not in an intrusive way, but in a caring, compassionate way. Fully professional. And heavily craved by employees. Especially those who really want to excel. 

A culture of commitment begins with your commitment to your employees. As the owner, you must demonstrate how committed you are to help your people succeed. If that commitment isn’t there, then all bets are off. You won’t likely build or improve your culture. Honestly, you don’t deserve a high performing culture until or unless you first commit. 

Be enthusiastic. It’ll drive your performance and help you lead your people to achieve more than they may have thought possible.

“Enthusiasm is the mother of effort, and without it nothing great was ever achieved.”   – Ralph Waldo Emerson

On the practical front, make time to sit down with every employee. But if you’ve got one or more employees who once had higher enthusiasm and commitment, but you’ve seen it slip, then make them a priority. Don’t drag them in and rail on them. Talk with them honestly. Express your concerns and observations. This isn’t a “let me tell you how it has to be” confrontation. Instead, make it a discussion of care and concern. You want to know what you can do to help them retrieve the enthusiasm and commitment they once displayed. Reinforce your desire and commitment to help them. Their success is yours. Let them know it’s important. 

For many employees, that alone can do the trick. Some (check that, most) people need to know somebody cares. Somebody is paying attention to their contribution. 

I know you may crave some complex, sophisticated strategy, but I don’t have it. That crap doesn’t work. Human communication does. Be human. Don’t be harpy. Be kind. Helpful. 

Be interested in your employees. Find out more about their lives. They’ll share. You just have to create the environment where they know it’s safe. It may take time, depending on how you’ve behaved in the past. Which tells you all you need to know – YOU are the biggest driver to create a culture of commitment.

“None are so old as those who have outlived enthusiasm.”  – Henry David Thoreau

Ask your employees how you can help each of them achieve higher performance. Make their success as workers, and people, a priority. Do that and you’ll find they grow their own enthusiasm and commitment to make your company great. 

Be well. Do good. Grow great!

Subscribe to the podcast

bula network podcast on itunesTo subscribe, please use the links below:

If you have a chance, please leave me an honest rating and review on iTunes by clicking Review on iTunes. It’ll help the show rank better in iTunes.

Thank you!

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