I have a friend who has been with his insurance company since he was 17 years old. He knows there are many other great insurance companies, but he is so intensely loyal to his insurance company that he does not even consider the offers from other companies. The other companies may have lower prices. They may have better coverage. They may dangle enticing offers and extra benefits if he changes companies. But he doesn’t. And he refers this company to others as often as possible.

What drives such proponents? Wouldn’t it be great to be the company that induces such intense loyalty that referrals are driving new customers to you in droves?

How do you become a company that delivers great value and becomes referable?

1. Make sure every customer you have receives great communication from your team. You might think your company is doing a superb job. But you might want to ask a few questions: Do your customer service people call your customers by their proper names and titles? When your customers make an address change, does it go to all parts of the organization, or do they have to make several phone calls? Are your customers subjected to long wait times when they call you? Do you respond to customer inquiries right away? Are you keeping a loyal following?

2. Pop the blisters. The customers who complain are some of your best friends in business. If a customer has a problem and they complain, and you fix it, you have actually increased their loyalty to your company. However, if customers do not complain after they have had a less-than-satisfactory experience, you never get back that opportunity to remedy the situation. Your customers just go to your competitors. Make sure that you fully understand the problem and the consequences from their point of view, and then make sure that the steps you take to fix the problem actually happen. (Sometimes an owner or a manager will direct someone else to take the required action, but that person doesn’t. This increases the customer’s frustration, and solidifies his or her intent to use your competitors.) Solve the problem completely, and follow-up to make sure the customer is sincerely happy.

3. Solve your client’s problems by being attentive to their problems. I was at a conference delivering a speech and right before my talk, the meeting planner looked unhappy and flustered. I asked if everything was okay. Frustrated, she said that one of her breakout session speakers had just canceled that morning for an afternoon session. (Aha! A problem!)

”Well,” I said, ”I’d be happy to substitute for him and conduct a seminar on social media if that helps you. It is completely different from my leadership keynote, and I have the social media brief right here.” I knew budget was an issue and I added, “And I’ll do it for nothing. I am sure the accounting folks are busy enough right now.” This solved her problem, and made her day as a meeting planner much easier. I received two referrals from her and future loyal business from her organization. Was I trying to get referrals? No, I was really just trying to help my meeting planner.

4. Deliver more than what your clients expect. We often patronize businesses even though we are not completely satisfied with their delivery or our experience. As a result, we are not loyal to those businesses, so if we find another provider, we will probably explore our choices. This is one of the reasons why hotels and airlines and other substitutable service providers have rewards programs. If you have a poor experience at one hotel in a chain in one city it makes you reluctant to try that same chain in another city. By giving you incentives to stay with that chain, the hotels are hoping that you will give them another chance, and continue to patronize them. This sometimes works, but wouldn’t it be great if people continued to use your business because they were absolutely delighted every time?

I needed a piece of wooden trim to finish one of my household projects. I do not own a table saw. (I don’t really want to own a table saw.) At the hardware store, I found a very nice man in the lumber section who not only pulled a piece of trim that I needed, but cut it exactly to the required specifications. I was only charged for the piece of trim. This saved me significant amounts of time and effort. (And possibly injury. I’m not very good with saws.) Needless to say, I was delighted. I called the store manager to relay the terrific experience and thanked him for having such a helpful employee. I went online to the store’s comment card section to report my fantastic experience. That hardware store built loyalty because one person took five minutes to completely meet my needs and exceed my expectations.

5. Show your appreciation to your clients for their business. Say thank you!!! It is not just good manners, it is good business. Thank your clients with a follow-up note or phone call. Remember client birthdays. Be thoughtful.

A colleague of mine just bought a new car from a very well known car dealer. About three weeks afterwards, I asked if the car dealership that sold a $30,000 car had called him to see how he was doing with the vehicle. Nope. No call, no note, no follow up in any way. What a missed opportunity! So if you do follow-up and thank your clients when they do business with you, you are memorable.

6. If you want people to refer business to you, refer business to them. One of the ways you can help your clients, friends and colleagues is to refer them to other people. In economics, this is called the Search Activity. It takes time and effort finding quality people with which to conduct a successful business transaction. When you generate business for others, you indicate your trust and confidence in their product and business. You are pledging your name to their delivery. Most people view this as a responsibility not to disappoint you, and if someone gives you a referral, you should treat it as such.

Becoming a valued provider means cultivating the relationship that makes an experience with you one that your clients will want to share with their friends. Creating value makes you referable and increases your business.

They are so juicy and delicious fresh from the farm, but they also fabulous as a dessert, tucked nicely under a cobbler crust. (My friend Deborah Hoskins went peach shopping two weeks ago and she put the cobbler idea into my head for the season. )

Fresh Peach Cobbler
4 large fresh peaches
1 cup butter
1 cup sugar
1 cup flour
sprinkle of cinnamon

Plop fresh peaches into boiling water for about 45 seconds. Remove them quickly and dunk them into cold water. Then drain and cool a few minutes. The skin should peel right off with very little lost fruit. Cut into quarters. Remove pit and any hard parts, and slice.

Sprinkle with ¼ cup of the sugar and spread in 8 x 8 pan. Sprinkle with a dash or two if cinnamon, if desired. (Large pie pan works well too.)

Melt butter. Stir in flour and sugar. It will be sticky and crumbly. Spread over peaches.

Bake at 350 for 45 minutes or until browned on top. Serve with fresh whipped cream or vanilla ice cream.

Not everyone loves delivering speeches or presentations, so knowing a few tricks make it easier.

In some instances, using power point or other visual aids is helpful. In other situations, an after dinner speech for example, the speech by itself reigns supreme.

Look at your audience and the setting to determine the best forum for the delivery of the message. Some people appreciate using power point or some other visual prop to convey their message, while others find power point limiting for certain interactive seminars. If you are preparing for a presentation, this article may help.

A few benefits of using Power Point:
Power Point has many benefits, and the most obvious is there is less for the presenter to remember. The slides act as your teleprompter. Once you see the title of the slide, or the first line, it should start you on your story or point.

If the idea of public speaking makes you want to be doing almost anything else, including swallowing ground glass, the power point slides can be comforting. Power point slides can help anchor you to the speech, give you a place to refer to if you get nervous or forget a point, and be a reference if you get a question that sidetracks you during the talk.

One of the best aspects of power point is that it forces the presenter to get (and stay) organized. Some people claim they do their best speaking off the cuff, and they like doing a speech spontaneously. Honestly, this is only true for a very small percentage of the population. Most people do best when they think about their message, carefully craft their information, and then take that framework and organize it into a cogent presentation. Most terrific speakers write out their main points, expand their points with secondary points, and reiterate those main points throughout the dialogue with stories, ideas, or other information.

Actually making the slides:
Most people will listen to a percentage of what is said, but they will read and see what you have on the slides. Make the slides the points you want your audience to remember.

The font size for the title of a slide should be no smaller than 36 point, and at least 28 point for major bullets. Presenters can use 24 point for indented bullets, but anything smaller tends to frustrate the audience because they can’t read it. One of the most irritating aspects from an audience perspective is illegible slides, and then they stop listening completely. You will know they have stopped listening if they start drafting their grocery store list.

The font type should be normal and familiar, and most of all, easy to read for all audiences. Times New Roman, Arial, or Tahoma are all good standards.

Some speakers use video clips of other speakers or humorous incidents to break up their speech. This makes me nervous for a few reasons. Video takes up computer space, it may not work with the audio visual support in the facility (particularly the sound), and most of all, people generally don’t want to watch a video of someone else if they came to see you.

A few thoughts on the mechanics of a good power point:

1. The rule of four. Keep your bullets on a slide to four or less. If there are more, no one will remember them.
2. Use light on a dark background. Make sure the slides can be easily seen from the back of the room.
3. Use upper and lower case letters. Thanks to email, ALL CAPITAL LETTERS is seen as shouting. Instead of CAPS, use bold, italics, size, or colors to emphasize points.
4. Kill the animation! Yes, it is a cool feature. No, don’t use it. Flying in sentences word by word is not creating drama, it is creating annoyance. You cannot stop it once it starts, it takes time, and it is distracting at best. Excess animation can make audiences hostile. Most of us don’t need the help.

A few speaking Do’s and Don’ts:

1. Never, ever, read the words on your slide from start to finish. You can emphasize a point, or you can get someone in the audience to fill in a word for you as you point to it on the slide. Most people can read faster than other people read out loud. They will get to the point before you do, and then you missed your opportunity to make a point.
2. Never talk to the slide with your back to the audience!!!!! If your focus is on the slide, it is not on the audience. This is akin to a teacher who writes on the chalkboard and talks to the chalkboard at the same time. It is not effective.
3. Open with something about the audience, focus on their problems and provide solutions, and close with something memorable. The opening slide should be interesting to the audience and give them an idea of what they can expect and why they should pay attention to you.
4. Always know your opening and closing paragraphs verbatim. This is where people listen the most, so make them great. This is also where most presenters stumble. Knowing them word for word alleviates problems.
5. All talks are about the audience, either providing information or motivating the audience or ideally, both.
6. Give people a resource or a way to get more information from you. They need your contact information for future communications.

Better Speaking Tricks:

1. Get rid of “and”, “uh”, “but”, “so”, “then”, and “hums.”
2. Keep your hands out of your pockets.
3. Make an effort to deliberately look at individuals in the audience. Make eye contact.
4. Practice! Out loud! More than once! The whole presentation! Every joke and every gesture needs to be practiced.
5. Spontaneity is great on vacation, not in a business presentation. Practice some more!
6. Practice being loud enough to be heard.
7. Use voice inflection to keep the presentation interesting.
8. Know your material and be prepared to answer questions.
9. When you pause for dramatic effect, freeze your body.
10. Have fun! When you love your audience, it makes the presentation easy and enjoyable!

The Steps:

Step 1: Go to
www.LinkedIn.com and start filling in the blanks for a new profile.
Use your common email address as a secondary and use your business email for your primary (you don’t want business contacts to find you at your college email address at ILOVESPRINGBREAK89 @ hotmail.com), but you need to have an email on file that you will always be able to access.

Step 2: Upload your picture. Many people will not accept connection invitations if they do not see a picture. They may not recognize the name among the hundreds they met at a recent convention without a picture. The picture should be appropriate for business. LinkedIn pictures don’t have to be overly formal, but they do need to be something better than your best at-the-gym picture.

Step 3: Add a tag, or a description to your name if you have a very common name. I have a very common name, so I add “Leadership Expert” after my name. It sounds a bit pretentious (I was uncomfortable doing that until a friend of mine told me that there were thousands of Mary Kellys out there (thanks Mom and Dad) and he couldn’t find me), so I added the tag to my last name and voila! My connections increased because my friends and contacts found me.

Step 4: Use your resume and background to build great content. Fill in the blanks of your education and work experience. Be interesting. Bullets for your summary are a great way to provide concise, eye-catching information.

Side note: I don’t recommend starting a profile (or a website) with a video. Two reasons: 1) it takes time to load, and most people won’t wait; 2) unless you are very interesting (like Henry Kissinger) or very funny (like The O’Shea Report ), no one wants to spend that time watching you introduce yourself.

Step 5: Get some high-quality recommendations. Go to the recommendations tab at the top and ask some of your trusted colleagues for recommendations specific to you as a professional. For example, comments such as “Mary is great!” or “Mary was wonderful!” sound nice, but they do not describe what I do, or the value I provide to a business client.

“Mary provided timely economic expertise and leadership advice that allowed us to increase productivity immediately. Mary’s advice saved us $567,000 for the year” is a much stronger recommendation.

Ask your recommenders to focus on the results you provide.

If you are a roofer, ask customers to describe your GREAT service as a roofer. “Ken’s prompt response and accurate estimate was indicative of the fast, quality work that his company provided. He and his team were on time, polite, and trustworthy. They got the job done on time and under budget.”

If you are a lawyer, request that your clients describe the characteristics that make you a GREAT lawyer. “Cris is smart, responsive, personable, and knows she the law. She drafted a will and trust package that covered all of our family’s many issues, AND she was affordable! She earned our trust and confidence.” (www.criscarterlaw.com)

Step 6: Join groups of your peers. In the upper right corner is a search box. To the left of that are options with an arrow. Click on the groups and then search for your business interests, your alumni organizations, and your business peers. Join groups to allow you to connect with the other members of those groups. Increase your interaction in LinkedIn groups and get to know what others are doing in your field.

Step 7: Join the groups that your clients join. This allows you to understand the concerns of your customer base, and then you can provide solutions in the group discussion areas, which increases both your presence and your credibility.

Step 8: Use the applications. My favorites are the book list and the slideshare functions. The book list lets you type in the name of a book, select the book’s cover, and make comments about the book. I also like this function to feature some of my favorite authors and friends. The slideshare function is an easy upload for large presentation. This lets people share presentations and notes that otherwise might be too large to email. There is also a travel application that lets your network know where you are going, leading to simple coordination and more opportunities for meetings.

Step 9: Be the expert. Use the answers function in the upper right box. Click on answers, and type in your topic of expertise. When the questions appear, provide an answer and include your website. You become a known subject matter expert and others get the benefit of your wisdom.

Step 10: Enjoy your online connections! Thanks to social media, we can connect with people all over the world. LinkedIn is a terrific way to find lost friends and to stay in touch with new ones. (Next month: How to increase connections) I hope you have fun with social media!

In business, as in any long term relationship, keeping the end in mind is crucial to a lasting and fulfilling connection. More and more businesses are realizing that to maintain a healthy and prosperous business, they need to maintain healthy and mutually beneficial relationships with their customers and clients.

Most business people I know spent a great deal of time trying to find the right people to do business with; either finding customers or finding suppliers. In economics, this is called the Search Activity. (In dating this might also be called the Search Activity.) I have also heard many business people complain about suppliers or buyers because they believed someone didn’t fulfill their part of the bargain. As a result, hurt feelings ensue, and sometimes someone will declare, “ I’m never doing business with them again.” These declarations sound like one of my friends whose recent date did not end well, and announced, “I’m never going out with him again!”

Sometimes what we need is just some negotiation tactics to resolve the difficulties. So, in the spirit of June weddings, we have compiled five secrets to successful negotiation, a.k.a. getting what you want while giving the other person what they want too.

1. Think success.
My dating friend who decided their dating relationship was over clearly just gave up on the success of their relationship. Especially during the economic difficulties of the past two years, some people in business have changed their practices, and in some instances, that has been detrimental. In order to be successful in both marriage and in management, both parties have to want to work together for ultimate success.

2. Take a walk in their shoes.
Sometimes we’re not willing to try to see things from the other person’s perspective. Sometimes we are so sure that our perspective is correct that we fail to consider the possibility that we are wrong. It helps to take a step back and try to see the situation from the other person’s viewpoint. If you have ever watched a couple argue,(and we’ve all seen people argue) it is usually because of a small misunderstanding that got blown out of proportion. One good tactic is to stop and actually say the words,” I’d like to see this from your perspective. Can you please tell me what happened so that I can better understand?” If they tell you what happened from their experience, then you can see the parts that are missing, and help clarify the situation. Frequently, in both management and marriage, this diffuses problems before they escalate.

3. Just take a walk.
Misunderstandings can get emotional both at work and at home. Successful negotiation rarely happens when both parties are angry. If you are truly trying to resolve a situation, don’t have the discussion when you are emotional. Ideally, neither of you should be emotional at the time of the discussion. We used to have a rule in my house: Only one of us can be crazy at one time. That meant that if one person was clearly upset the other one had to back off. As a result what could have been arguments were kept to rational discussions. Sometimes this means deferring conversations until later. Sometimes this means taking a walk, either by yourself or together, to calm down, and give yourself another activity to do while you process through the issues at hand.

4. Do some research and have the facts.
If you’re trying to persuade another person to believe in your product, perspective, or purpose make sure that you back up your viewpoint with facts. Sometimes on a personal level, the facts become very vague and blurry. “You never do the vacuuming!” is probably not true. If one party throws out statements that are simply wrong, or so absolute that they cannot be taken seriously, the other party discounts their argument. This is true in the business world as well. Having accurate and current information at hand is more persuasive than emotional diatribes. Have the facts before you engage in the discussion.

5. Realize that life (and happiness) is all about compromise.
Very few people get everything they want all the time. The rest of us get what we want some of the time. If the issue is important, (and I mean really important), stick to your guns and do your very best to negotiate for what you want. However, negotiating also means that you look for the ways that the other person wins too. Very few people want to go into a situation where all they do is lose. A good negotiator makes sure that the final outcome is not just acceptable, but is beneficial to both parties. Successful negotiators, both at home and at work, watch out for the other person as well.

Ideally in business, as in a marriage, you want to help each other grow, become better, and be successful. Good negotiation makes that possible.

Want to thank a veteran? Hire them and strengthen your work force in the process

Some of my business friends were lamenting the lack of commitment and dedication of their workforce. One gentleman claimed he could not get people to follow directions.

“How many former military people do you have?” I asked.

The answers were blank stares.

The military corporate culture produces many of the characteristics that many work places lack. Military people are trained to show up — on time or early. They are computer savvy. They work until the job is completed. They understand how to take and give directions. They appreciate honest and helpful feedback. They are motivated to do a good job. They are serious about working, and serious about fulfilling your mission. Most veterans have the can-do attitude that employers want.

“I don’t know where to find military people,” one business owner replied.

“Couldn’t be easier or cheaper!” came the answer.

Do a google or bing search for “hire military veteran” and all kinds of groups with databases pop up. You can post your job requirements at most of these sites for free. Good for your business, and good for the veterans.

You can also join LinkedIn groups that focus on hiring veterans.

I adore my civilian workers or friends, but on this Memorial Day, if you are thinking about increasing your workforce, please consider hiring a veteran.

If you need help finding veterans to hire, please reply to this blog or email privately, and I will help.

Thanks! Happy Memorial Day!

What a great reminder that it can certainly feel easier standing in the outfield, and occasionally worrying what happens if the ball comes your way, but If you are pitching, you know the ball is coming to you. You don’t have the uncertainty of the pop fly to right center. You know that the game cannot go forward without you. More pressure on the pitcher, maybe. But it is more consistent pressure. You are the center of the field, the center to the action. You always get the ball.

In business, sometimes we hold back from being on the pitcher’s mound. We don’t want to stand out, because if we become the focal point, we can expect pressure and criticism. Being at the center means people are counting on you and you have to perform more often and more consistently, in front of more people. But you also get the opportunity to shine. It pushes you to work harder and work (and play) at the top of your game.

So if you feel like you are hiding in the outfield, maybe give pitching a try.

Put me in coach. I’m ready to play.

How do we make working with us more appealing to an employee than working for someone else? Surprisingly, wages, salaries and other compensation are not the primary factors that kept employees happy.

What keeps employees happy? What makes people want to come to work and do a good job? What motivates our workers?

First, employees want to be valued both for their contributions to the organization, and appreciated as individuals who are important within their span of influence. Managers have to ensure that employees understand how valuable each role is to the success of the mission.

Second, managers need to know their employees as individuals. I interviewed one employee who loved the work he was doing, but said that three weeks into his new job, his supervisor had still not even spoken to him. This created a sense that he was not a valued member of the team, and that he was of little or no value to the manager and the organization. I spoke with the manager, who told me that the new employee was doing a fabulous job, and they could not be happier. I asked the manager why he had not told the employee that, or even had a conversation with the new hire. The manager said that he didn’t realize that the new employee wanted to talk (yes, I’m serious). Clearly the onus of making sure that a new employee feels valued is on the supervisor in the organization.

Third, employees want their managers to understand what makes them more effective in the workplace. Employees want to do a good job. Here are four secrets that employees want their managers to know.

• It’s not about the money. Leaders and managers in companies need to understand that compensation will get quality people to apply for the job, but it is how they are treated after they are hired that determines whether or not they will stay. I’m not talking limousines and red carpet treatment. This is about making sure that the basic necessities of getting a job done are provided. Employees need to have the corporate knowledge and the resources required to do a great job. Giving an employee a job to do without providing the resources, or explaining company procedures sets them up for failure.
• Feeling frustrated. Employees will not consider a long-term relationship with an organization that constantly frustrates them. How do organizations frustrate their employees? They ignore them. They don’t take their ideas seriously. They subject them to meaningless training and mindless readings. Regardless of the compensation, employees who are frustrated will find other places to work.
• Not everyone gets the trophy. Some organizations go too far trying to recognize every little tiny accomplishment that happens within an organization. As a result, the constant award ceremonies, acknowledgments, and accolades dilute the importance of those people who are making a real difference. The consequence is that instead of creating an atmosphere of true gratitude, it fosters one of cynicism and distrust.
• Talk to me. The most common complaint among employees is that they don’t feel that they know what’s going on. Managers and leaders need to understand that their employees are part of the decision-making process, whether or not the employee’s input is solicited. In some cases not everyone’s input warrants consideration, however for events that might affect that employee’s job, department, or branch, the employees should be aware of the discussion. This creates a sense of teamwork, keeps the employees informed, and dispels the idea that managers are making decisions in secret. This improves trust, confidence, respect and teamwork.

Managing people is managing relationships. As a friend of mine told me, working together involves mutual trust, mutual respect, mutual interests, and the means to conduct the relationship.

One of the fundraisers involves a community sale with furniture, household items, plants, and an old-fashioned bake sale. The day before the sale is filled with preparations: volunteer teenagers setting up tables, vendors hauling in booths, and a group of ladies (who are renowned for their cooking and baking abilities) who make and sell homemade soup and baked goods.

Being new to this organization, I wanted to do a really good job. I must admit that in the tradition of my grandmother, great-grandmother, and my numerous aunts, I relish the thought of spending a full day in the kitchen, focusing on nothing but baking. Faced with mountains of butter, cream, sugar, flour and all forms of dark chocolate (everything that Dr. Oz says we should stay away from) I am transformed into my own version of Julia Childs. Baking is cathartic. Baking when conducted by several hundred local (mostly) women is a force to be reckoned with.

When I dropped off my contributions this morning (again this is my first foray with this group), I was overwhelmed by the beauty and the magnitude of their generous cooking skills. Items were intricately prepared, beautifully decorated, packaged with bows and ribbons, and everything looked delicious. Clearly, I was in the company of professionals.

The bakers are the supply side of this fundraising equation, but equally important are the members of the local community who come forward to purchase these luscious treats. Without the buyers, the efforts of the people who do the set up, provide the saleable items, advertise, market the event, and cleanup is meaningless.

So my business lesson from the bake sale today was:

1) remember who the buyers are,

2) make the product attractive to the buyers,

3) keep the goal in sight.

Three rum cakes and a few batches of double chocolate cookies doesn’t sound like much when considering the cost of a fire truck, but when combined with the efforts of a few hundred other determined and dedicated workers, the fire house gets a new addition.

Mary’s Seriously Rich Double Dark Chocolate Cookies

• 4 large eggs
• 1/2 cup sugar
• 12 ounce semi sweet chocolate, melted, cooled
• 1/4 cup butter, melted, cooled
• 1 tablespoon vanilla
• 1 tablespoon strong espresso
• 1 1/2 cups cake flour
• 1 teaspoon baking powder
• 12 ounces semi sweet chocolate chips
• 1 cup chopped walnuts

Beat eggs and flour together for six minutes. Add melted chocolate, butter, vanilla, and espresso. Sift together cake flour and baking powder. Gradually add flour mixture. Beat on lowest setting. Stir in chocolate chips and walnuts. The mixture is very sticky. Chill dough for three hours. Drop dough by rounded teaspoons onto parchment paper on cookie sheets. Bake at 350° for 15 minutes until the tops look shiny and cracked. Cookies are very soft. Cool on cookie racks. Makes four dozen.

This month the topic is on developing a plan for following up with our business contacts.

Many people attend networking functions to meet people who can help them grow their business. They make a business connection, yet they don’t actually get business from those business leads simply because they don’t follow up.

How many times have you heard this conversation?

“That sounds really interesting. I’d like to learn more about that.”

“That would be great. Maybe we could meet for coffee?”

“Yes! I’d really like that. Let’s definitely get together.”

“Maybe next week?”

“Sure! I’ll check my schedule.”

“Let’s talk soon!”

Then nothing happens.

This can be due to networking “drive-bys” as my friend, Sarah Michel (www.perfectingconnecting.com) dubs them, where people feel as though they are in a race to collect business cards as though it was the adult version of an Easter egg hunt.

Why don’t we follow up? A quick poll yielded these excuses.

Fear: The reluctance to follow-up can stem from uncertainty as to whether that other person’s intent to meet was genuine.
Some people fear rejection. What if they don’t like me? What if they don’t value my product or my company? What if they were just being nice?

Not enough time: People get absorbed with the day-to-day activities and they just don’t make following up a priority.
If you make a promise, keep it. Make the time.

Good intentions: You know what they say about good intentions? They don’t generate much business. Actions generate business.

Creating a monthly FOLLOW-UP ACTION plan.

1. Make a phone call a day: Pull out that stack of business cards and promise yourself that you are going to make a phone every day to someone you have been meaning to call, and then DO IT!
2. Send an email note: “Hi, I met you at ___ and I wanted to follow-up on our discussion. Can I send you information on___? Do one every Friday.
3. Scrub your social media contacts: Take 10 minutes and browse your social media contacts. Find five people to follow up with this month.
4. Drink some coffee: Or tea. Make 2 coffee dates this month. Keep those dates!
5. Ask for 15 minutes: Make a point of maximizing your times by meeting people before or after that association monthly meeting, group lunch, or Rotary Club event. You are already there, so you might as well use that time to schedule a quick, productive meeting.
6. Spend the 44 cents: Actually write a note. Send the note through the mail. People like receiving personal notes. Writing notes is becoming a lost art, and is therefore more appreciated. No, your messy handwriting should not stop you. Pledge to write 4 notes this month. It can be a great 44-cent investment.

The bottom line: If you say you will follow-up, do it. Call, email, or write a note. If you say you are going to do something, get it done.

Easter is a time of rebirth and new life.  In addition to the religious aspects of Easter, most people like the idea of celebrating spring as a time of growth, fresh opportunity, and an end of winter.  (Chocolate bunnies and those malted-speckled eggs are great too.)

It is easy to fall into the routines of our daily lives.  We are comfortable with our routines.  There is a regular rhythm in our habits.   But when does a routine turn into a rut?

As we look forward to the progress of the new season, it might be fun to try new things as a way of growing in this season.  Try to do something new, if not every day, maybe make a point to try something new once a week.  New experiences help us breakout of our groove (Yes, I used the word groove) and are just plain fun.

Some ideas:

1)  Try completely different food – a Moroccan restaurant, Thai Panang, or Korean BBQ

2)  Take a class that interests you

3)  Walk someone else’s dog

4)  Participate in different exercise class, such as a Nia or Zumba class

5)  Sign up to support a new fundraiser

6)  Watch an episode of the History channel on a completely foreign topic

7)  Plant some herbs

8)  Help your cells regenerate – for a whole day, eat just fruits and vegetables

9)  Further help your cellular development by getting a great night’s sleep

10)  Clean out a closet and donate what you don’t use

11)  Wash the car!  Or surprise someone else by cleaning their car

12)  Try a local brewery’s beer

13)  Try a different wine

14)  Drive a new road

15)  Put a different assortment of toppings on your next pizza

16)  Babysit someone else’s kids

17)  Open a cookbook at random and try whatever page you see

18)  Listen to your kids’ music

What are your ideas for new experiences this spring?  Let us know by leaving a comment!

Then the wet dogs come inside.  They drags in chunks of ice, snowballs that cling to furry legs, and whatever foliage they can manage.  It can be messy.

I think many times, having fun involves a messy process.  I like the idea that we embrace the messy aspects of our life, including our fun.   While I love a clutter-free, clean house, (my office doesn’t count) I also love the chaos and mess that comes with house-guests, especially those with children.  I enjoy the remnants that remain after a good party, or what the kitchen looks like after a really great meal.  Messy and wonderful.

The mess is sometimes evidence of a terrific memory and a fun time.  So let’s go make a mess!

One of a leader’s most important (and some argue, the most important) qualities is the ability to plan for the future. Leaders have to respond to changes in the economy, innovation by the competition, fluctuating consumer preferences, new marketing techniques, and advancing technology. Leaders have to make decisions based on imperfect information without the benefit of a crystal ball. Leaders have to be their own crystal ball.

How do great leaders adjust for social changes, economic downturns, and changing customer buying habits?

They have plans. They have a strategic vision. When circumstances change (and they are always changing), insightful leaders make adjustments to the plans. They update the mechanisms and the steps that contribute to the strategic plan. Flexible plans allow companies to take advantage of new opportunities while keeping the overarching vision at the forefront of the business.

Write out your business plan. I am always surprised when business owners tell me they don’t have a written business plan. This is like sailing to China without a map. How can a business possibly move forward when there is no plan? How do you know what to plan for when you don’t have it mapped out?

Some common excuses include: 1) I just haven’t had time; 2) My company doesn’t need one; 3) I don’t know what one is supposed to look like; 4) I don’t know what we’d do with a plan if we did have one; and my personal favorite, 5) It is all in my head.

While I can think of several responses to all of these, the bottom line is the same: To be successful and sustainable, a company needs a plan.

If any of these excuses seem uncomfortably familiar, please consider spending some quality time formulating a business plan.

Where to start? My favorite business plans for many small businesses are based off free templates provided by SCORE at
www.scrore.org. There are templates for startup companies as well as for established companies. The downloadable templates walk users though a series of questions that are crucial for companies to answer for their future successes.

Who creates the plan? Sole proprietors can do it themselves or work with a coach or consultant. (Don’t know the difference? See article here.) One great way to develop a business plan for companies already in business to dedicate a half-day off-site with a dedicated note-taker and a facilitator. Spend 3 hours with your team, and tackle developing the business plan with the same determination as you would tackle a problem with a distributor.

Make the process as painless as possible.

Business plans are not carved in stone, and they MUST evolve with the changing market, economy, and advances of the company. Great leaders make adjustments when circumstances change. Having a working business plan means that changes are incorporated into the strategic vision of the company. The plan, and the steps needed to achieve the goals, become guiding aspirations. Having a plan, and having the plan evolve means growing the company in the right direction.

1. Interest rates: Credit card issuers can no longer change interest rates in the first year that they issue the card. Cardholders get 45 days notice on any rate changes. Interest rates on the balances will not be raised unless the account is 60 days past due.

2. Put a cap on it: Activation and/or service fees in the past were unlimited. Now, the activation and service fees are capped at 25% of the credit limit during the first year of use.

3. Amazing grace: Card issuers previously were able to change the due dates to make it easier to charge late fees. Now, credit card companies have to give customers at least a 21-day grace period to pay their balance.

4. Credit limits: Customers have to agree to exceed their credit limits before they can be charged a fee for doing so, and customers who go over limit can only be assessed one fee per bill.

5. How long? Monthly statements now need to show how long it will take a cardholder to pay off the balance of their credit card debt if they only pay the minimum amount due.

6. Just say no: Cardholders can now refuse to accept interest rate hikes. If you refuse the new interest rates you opt instead to pay off your balances at the existing rates.

7. Hi Mom! Credit card companies used to target college students because their parents were liable for all charges. Now, anyone under 21 years old must have a co-signer or proof of enough income to repay the debt they might incur before they are issued a credit card.

Caveat Emptor!

Daytona, FL

Today is my perfect Valentine’s Day. I get to watch the Daytona 500.

I realize that watching NASCAR may not be every girl’s dream for Valentine’s Day, a day usually hallmarked by, well, Hallmark, candy, champagne, roses, and heart-shaped chocolate boxes. But it works for me.

On Valentine’s Day we celebrate love, and that means doing activities that make your loved ones happy. Some people will go out for a romantic dinner – I am making tempura shrimp and vegetables that go well with other race food. Some people will dress up and look beautiful for their partners – I will be in jeans and a number 14 sweatshirt. Some people will exchange cards and romantic gifts – I will place bets on NASCAR drivers and hope that my friends’ drivers lose. Traditional Valentine’s Day? No. Valentine’s Day Fun? Yes.

Valentine’s Day is a moment to reflect on the important relationships in our lives, and there is one that is commonly ignored. My friend Carolyn Strauss (www.CarolynStrauss.com) reminds us in her blog that we need to remember to love ourselves as well. We need to love the person we are. So please take a little time to do something nice for yourself, as well as your loved ones.

However you decide to celebrate a day that focuses on love and friendship, do what makes you happy, and what makes those around you feel cherished. Share the joy of being together. Make a promise to spend more time with someone special, whether it is a grandparent or a niece or a significant other.

Happy Valentine’s Day!
Mary

Leaders need to put themselves in the position of their consumers. The theme of this article is to encourage leaders to experience their product or service from their customers’ perspective.

1. Buy your product, and then try to return it. Do the internet search. Price compare. Actually make an order to see how well the process works. Some companies do this very well. Kohls, COSTCO, and Walmart are all very good about product purchase procedures and customer service during the return process. They build up a loyal customer base by being helpful and considerate throughout the buying (and sometimes returning) experience.

   Customers want the buying experience to be fast, pleasant, and productive. That means they don’t want hassle or difficulties along the way. If a company makes the process too onerous or time-consuming, customers will
   simply find other places to buy what they want. One reason many customers buy online is they don’t have to deal with customer service personnel.

   Organizations should experience their processes to see how they can increase consumer loyalty through simply examining their own customer experiences. Consider the airline industry.

   The airline industry needs to understand why so many of us are willing to put up with the lack of seat assignments at Southwest. It isn’t that they allow our luggage to still travel with us for free, although that is a help. Many people LUV (their ticker symbol) Southwest Airlines because the booking and changing of tickets is an easy process. Not only is there ZERO hassle for changing a ticket, but their customer service people are sincerely pleasant and helpful.

   My most recent experiences changing tickets on two major airlines were expensive and time-consuming. I don’t understand why I get docked $150 for a ticket change (months before the initial flight would have occurred) and then when I tried using the remainder of the ticket after the $150 was deducted, the airline also kept the remainder of the amount that I didn’t use when I rebooked. Seriously? I traded in a $534 ticket for $178 ticket? After several hours on the phone with various customer service representatives who were neither pleasant nor helpful, I succumbed. I was defeated.

   No amount of marketing or clever slogans is going to reverse the damage of poor purchasing processes and unpleasant customer representatives. Are senior leaders oblivious to the fact that their organizations are driving customers away? Maybe. But I guarantee that the major leaders of the airlines do not go through their own ticketing process and customer service desks and, therefore, have no real idea how miserable the experience is for their consumers. So I fly Southwest whenever possible.

2. Go through your own drive-in. While traveling cross country with 2 dogs in the car, my meal selections are limited to either restaurants that do not mind my furry ones sitting with me (read: NONE) or those fine dining establishments that have drive-through windows.So on a recent trip, I placed my order at the window, and proceeded to the payments and collection window. I politely asked if they would please throw away my coffee cup (from my first drive-through experience of the day) to make room for their drink in my cup holder. To my unhappy surprise, the answer was a firm NO.

   “We cannot accept trash at the window.” “Why not?” I ask (in my own customer voice, which is far sweeter than I actually felt). “It is our policy not to accept trash. But you can park, come in, and throw away your trash.”

   Not willing to be so easily dissuaded from my fried entrée, I persist. “Is there an outside trash can?” “No,” came the reply, “because people might put garbage in it.” Seriously?

   It is 10 degrees outside, and I have pooches (what if I had children in car seats?) to consider. “Cancel my order please” was my response on behalf of all people traveling with small children, those who are physically challenged, and everyone else. It is ridiculous policy, and one that I am sure senior management knows nothing about. Why? Because they do not procure their own products in the same manner as average consumers do. They need to experience their company’s purchasing procedure like their customers do.

3. Make the call. Leaders of America, I dare you – call your own customer service department. How long are you on hold? How many voice mails did you have to go through? How many buttons did you have to press before you got to the right department? An actual person?Nightmare on Hold – A Customer Service Story:

   My worst telephonic customer service experience was with one of the biggest PC manufacturers. After they shipped me the wrong $150 part, I tried to return it. Sorry, I was one day outside the 20-day window, they answer. “But:” I pleasantly explained, “I have only been home from a trip for 2 days, and it is only Monday.” “Sorry,” says their customer service representative in a country that sounds far away, “The clock starts when you place the order. And you can only return it by DHL.” (The DHL service office was an hour and a half away from where I lived.) Huh?

   Again, not easily dissuaded, I persisted in trying to find a reasonable person to help resolve the situation. I made over 150 phone calls to their overseas customer service desk, and no one even pretended to care about my
   problem. One of their senior customer service representatives suggested that I donate the undesired part to a school, because there was no way they were taking it back. I fell outside the stated policy. There are no exceptions.

   On phone call number 151 (I started logging them for my own amusement, since I spent so much time on hold, and I thought that number might prove lucky), I asked for the phone number to their Headquarters, right here in the US. Surely, I thought, if I spoke to a manager, I could explain that the part was still sealed in its box, and the mistake was theirs. I was told there are no phones at their Headquarters.

   My three letters went unanswered (this process became a research experiment in customer service), and emails to the company customer service site were ignored. Remember, I still needed a part to fix my computer.

   After two weeks of irritation and countless hours, I bought a Mac. My entire company went Mac. For the cost of decent customer service and a $150 part, this PC manufacturer lost me and my entire company forever. Mac, I am happy to report, has GREAT customer service.

Leaders can protect against bad customer service before it starts by having efficient systems in place to take care of customers the first time. Not sure if your procedures are working? Make a return, go through the drive-through, and call your own customer service department.

There are those people in every organization who perform the myriad of tasks that everyone takes for granted.
If you haven’t done any of these in a while, then you owe someone a thank you.
I once had a boss who, when my time with the organization was complete (my tour was finished) and I was getting my outbrief, looked at me and blankly said, “I honestly don’t know exactly what you do around here.”
I replied that much of what I did was, in fact, largely unnoticed because there were no problems associated with my department. “But don’t worry,” I assured him, “You’ll know more about what I did after I have been a gone a few weeks. When I’m not here, you’ll suddenly miss me.”
I wasn’t trying to be self-aggrandizing or arrogant. He just never knew how many problems never got to his level because they were handled at mine.
Then there are the basic, every day activities:

1. Making the coffee (and again and again)
2. Refilling the paper tray in the copier
3. Sorting the mail
4. Signing for delivery packages
5. Cleaning out the office refrigerator
6. Taking care of the trash
7. Sending flowers to whoever is sick, had a baby, or lost someone
8. Making the lunch run
9. Answering the phones in the common areas
10. Replacing the toner in the printers

So to those people who DO those unappreciated, daily activities that make it nicer for the rest of us, thank you!!

Being trapped in the house and my office makes me ridiculously productive.   No transit time, no spending time doing my hair in preparation for a face-to-face meeting, having to grab coffee on the road or waiting in-between meetings.

I love working on my home office.  I know some people who do a lot of work from home have a hard time “going” to work, but I love my work and I love the environment.  Still, there are times when I struggle to attack the projects that frustrate, irritate, or seem mundane.

So the question is how do I to get motivated when the project pile just keeps getting higher?

1. Wash the towels first.   I am the queen of laundry, and when the pile looms, I attack the towels first.  Why?  They are bulky and once they are in the washing machine, the rest of the pile looks less daunting.  Make a dent in the biggest, easiest pile first.  Then the rest of the tasks seem more manageable.
2. Make a dated list.  Not just the normal To-Do List that continues to grow every day regardless of the past three 18-hour workdays.  Put the day and date at the top of the  list of what is really important that day, and jot down what you really want to get accomplished that day.  Giving yourself measureable, attainable goals is helpful.  Simple ones like “Take Vitamins” and “Walk Dog” counts.
3. Multi-task.  I know, I know.  Everyone says that multi-tasking increases the time it takes to accomplish something, but if you have a long, tedious conference call to attend that you are not chairing, clean out a drawer or do some other fairly mindless task while others talk.  I run two computers simultaneously so that I can always be working on something, and I don’t wait for loading of pages or looking up other information.
4. Do the Post-Its Notes Focus Trick.  Thinking about the 2 dozen cupcakes that you need for the Halloween Party in the morning?  And the dog’s vet visit? And the oil light that came on yesterday?  And the project that is due in two days?  Write all the little distractions and other things on their own Post-It note, so and put them on the wall, on the space under the counter of your desk, or anyother place where you might see them.  Then as you get a few moments of free time, you can do some thing about those quick taskers.  What is left at the end of the day gets stuck on your daily list.
5. Walk fast.  People in organizations assume that if you walk quickly, you are busy.   When you ARE busy and walking fast, and fewer people will want to waste your time with idle chat, (so slow down slightly but keep walking).
6. Get it Done Now!  I make a sign and post it.

Good luck!

Mary

January always seems a bit like a Monday morning. Lots to do, and not nearly enough coffee. Pass the aspirin and start planning now.

1. Assess the debt. If you personally did your part to single-handedly stimulate the economy over the holidays, we thank you. January is the time to assess all debt – credit cards, lines of credit, what you owe Mom and Dad, and car payments (I don’t count mortgage payments as debt, because you have to live somewhere, and if you weren’t paying a mortgage you’d be paying something for rent anyway.) Add it all up, and write that number on your calendar for Jan 1, 2010. As you pay off debt, track that number by adding up all debt at the beginning of every month, to make sure that debt number is heading in the right direction.
2. Any Thing, just not Every Thing. The book Do It made a great point several years ago – you can have Any Thing you want, just not Every Thing you want. So prioritize your serious wants, and separate those from your more frivolous wants. If you want to take a vacation, make saving for that a priority. If you want to increase retirement savings, cut out something less important. It is all about making a clear decision and focusing on the end goal.
3. Make a List and Check it Twice. I am the first to say that shopping with a list adds time. (I always forget something in the first aisle and have to double back somewhere at least twice.) However, whenever I take a trip, I make a list. When I go to a presentation, I make a list. For my financial goals, I make a list. Why? It increases the chance of getting it done if it is something I look at regularly. When making 2010 business goals, make a list. And before heading off to shop, make a list.
4. Taxes, Taxes, Taxes. The tax bill is going to come as a surprise to a lot of people. The US deficit spending has to be funded from somewhere, so we are going to see personal income as well as corporate tax increase. If the deficit spending increased by 4 fold in 2009 alone, how much do we think our taxes are going to increase? (Hint: Probably more than what we’d like.) Hopefully taxes won’t multiply by 4 immediately, but we are naïve if we think we are not going to be impacted. Start planning for taxes early, and be prepared. You might need to get professional help.
5. Pay to Pay? I know, it does seem wrong to pay a someone so that they can help you pay what you owe to the government. However, remember that a great tax person will generally 1) know the laws, 2) know the most recent changes, 3) actually save you time, effort and money in the long run. Don’t forget to take 2008 losses. Lot of folks are still reeling from the stock market melting, and many people sold at a loss. Remember that you can offset gains with losses for tax purposes. Again, seek a professional if it seems overwhelming.
6. Get the family involved. Sit down and honestly discuss financial matters with the family. Make sure everyone (over a certain age, of course – an 8 year old doesn’t need to know what the utility bill is) understands that there are limited resources. A great technique is to give teens and tweens their own “living allowance” which includes what they need for lunches, entertainment, clothes and miscellaneous items. Start tweens off with a weekly living allowance, and teens for the month. It teaches them to budget, to allocate funds for what they want, and to be mindful of money. My friends did this with great success. The first month the teen ran out of lunch money on the 20th of the month. Mom directed the teenager toward the jar of peanut butter. Teen never had a budgeting problem again.
7. Spend less than you make. If money gets tight, stop shopping. I was very impressed when a friend of mine told me a few weeks before Christmas that she just couldn’t do gifts this year because money was tight. Her friends were MORE than understanding, and a more than a few felt relieved because they were tight this Christmas too. Pressure off!

Happy New Year!

1. Spend less than you make, after taxes.  What you make after taxes is the actual disposable income.  Many people forget about taxes, whether property, income, sales, car registration, or state taxes, and then are surprised when the paycheck runs a little short at the end of the month.

2. Create a realistic budget.  Sit down with the credit card receipts and the checkbook, and figure out the major expenditures, such as the house and car payments, utiities, and food.  Then create the rest of the spending plan after you have paid the bills.

3. Know where the money goes.  Many people get into trouble because they truly cannot figure out where the money went.  So track it.  And be honest.  If you truly do spend $60 a month at Starbucks, but buy your clothes at Goodwill, that is okay as long as you have planned for that in the budget.

4. Write it down.  The best way to know where the money went is to track it.  There are many great personal finance programs available.  You can use a ledger book.  You can use a school notebook.  There is a free downloadable monthly budget program on my website that allows you to either make your own book by printing out monthly sheets or you can maniplate the entries and amounts and it does the math for you.  It is yours to use, and is not on any server, so your information stays completely private.  www.organize-you.com/refills/

5. Plan for the rainy days.  If this recession taught us nothing else, it alerted us that anyone have financial troubles, so it is wise to save for emergencies.

Good luck and let me know how it goes!!!

Mary

The house is full of the chaos and noise that corresponds with children, and I just love it.

The dogs have been complete troopers, both on the long 2 day drive (I know!) and with the small people who insist on tugging and pulling on the dogs while teaching them how to play Candyland.

My parents are of the age where the loudest noise they hear during the day is when Dad pops the top off a beer. So the riotous fun of the children is a big change for them. (They mute television commercials because they don’t like the noise.)

The kids, of course, are having a grand time – they are other adults to pounce upon with books, demanding stories, and all kinds of new games. Aunt Mary thinks poker is a great way to teach numbers and counting. Grandpa loves to teach toasting. Grandma is working on Scrabble with the 6 year olds. Great Aunt Mary is a fan of building sandcastles with shoes on.

So far, so good. No major meltdowns or fits of crying, and the kids are holding up too.

Merry Christmas!
Mary

Leadership is not just a position at work. Leadership also means taking responsibility at home, and that means ringing in theholiday with as much joy, and as little stress, as possible.

The holidays mean wonder, joy and a celebration of abundance, but it can also mean moments of frustration, anger and irritation at friends and family. Every year there is an unrealized expectation that the mere appearance of the holidays also brings with it a metamorphosis that those closest to us will transform into something else. Seriously, is it realistic to expect that our family will all become characters from a made-for-TV Christmas special just because we all decided to get together for the holidays? It is not. Yet these expectations remain, and whenever there are unrealized expectations, there is disappointment, leading to frustration and anger.

So how do we enjoy all of this togetherness time?

1. Keep the big picture. Who really cares of Aunt Thelma wants to contribute her horrible green beans for the Christmas feast? Smile, say thank you, and move on to something important.
2. Let go of other people’s problems. Their problems are not yours, much as they might try to share them. If you can’t solve their personal problems, then those are not your problems. You can listen, you can empathize, you can sympathize, but if you cannot solve them, then you need to give up the emotional anxiety associated with them. Move on. (I am a big fan of the Move On idea.)
3. Be the grown up. I recommend this a lot, especially when your partner, the person you love, drives you crazy. Be the mature person in the relationship. Be the first to try to see the other person’s perspectives, and try to find a reason for their behavior. It is more important to be together and appreciative than to be right. So overlook the stories that are not told t, the imperfect recall of an event, or a missed promise. Other people are going to complain, act out, and behave badly, ect. When they irritate you, they give you an option. You have a choice – either be the grown up and act accordingly, or not. I recommend the high road. Why? Fewer regrets later. And it makes the decisions easier. Or you can just smile and move on to something important.
4. Focus on the important. Great leaders differentiate between problems and inconveniences. Problems are real. Inconveniences may be unpleasant, but they are hardly life threatening. Many people blur the difference and forget to focus on the important. As a result, those little matters start to take over. By staying focused on the important, the little inconveniences will fall away.
5. Buy a goat. Nothing provides focus more than the knowledge that your $ 75 goat could save an entire family’s life. Think about the benefit you could provide for the price of a month’s worth of mocha lattes. It is a great way to celebrate your own abundance while helping out someone else. Go to www. Worldvision.org or www.heifer.org . And save a family.
6. Give Uncle Harold the goat.You know Uncle Harold, who hates everything he gets for any occasion? Even better. Buy a goat or a pig or 5 ducks (a bargain at just $30) in his name and send him the card. (That will teach him to criticize last year’s cookie basket!) Well, it may not teach him to think twice about complaining, but at leastsomebody will be grateful for your gift.
7. Take 5. Take just 5 minutes to go for a walk, and try to get the family to go with you. (I realize that could take 45 minutes.) Try to have activities that encourage healthy behavior, even if it is just for 5 minutes.
8. Clarify the expectations.Frustrations and unrealized expectations often occur because people don’t know what is expected. As my New York grandma used to say, “If they don’t know better, you tell them.” So open the dialogue early and let people discuss activities, meals, and presents. Generally, people at work do better when they know what is expected of them. Why do we think that our families might be different? Agree on a few guidelines and make sure everyone knows.
9. Communicate, communicate, and communicate. Holidays can be tough because sometimes one family’s tradition or rules merge with another’s morays. For example, one holiday meal was being cooked by an in-law, whose family’s ideas of meal promptness made the military pale by comparison. When he cooked for my family, whose idea of a mealtimes falls into the “when we all get to the table” he was upset and chagrined that some people showed up “late” not realizing that it is impossible to be “late” to a meal in my family. If something is important, let people know. If they don’t understand the importance that is your fault for failing to effectively communicate. The onus of the communication is on the communicator, so make sure that you take responsibility for the message you want received.
10. Breathe. Accept people for who they are and what they are not. Sometimes, despite all of our diplomacy, plans go awry, people get upset, and there is a lack of gratitude and appreciation. Honestly, it would be terrific if we all became that person our dogs think we are, but few people have the forgiving nature common to most dogs. But that doesn’t mean the effort is wasted. This year, let’s try practicing acceptance and forgiveness.

Let me know how it goes! I’d love to hear how your holidays go!

2 cups (1 pound) butter
1 1/3 c sugar
1 tsp. almond extract
4 cups flour
1 cup seedless raspberry jam

Cream butter, add sugar and extract. Blend in flour.

Roll into 1 inch balls. Make a thumb indentation in each. Fill with ¼ tsp jam.

Bake 14-18 minutes on cookie sheet at 350 degrees until edges are light brown. Cool on cookie sheet one minute before removing to racks. Drizzle with glaze while cookies are still warm.

For glaze combine in a small bowl:
2 cups powdered sugar
3 tsp almond extract
6-8 tsp water

Note: I found this on a Land O’ Lakes butter box years ago.

Mary Kelly
www.ProductiveLeaders.com

I love Black Friday, the day when retailers’ books go from red to black because of the profits they make on the day after Thanksgiving. It is a dance, of sorts, between the retailers, trying to woo customers into spending as much as possible, and the consumers who are trying to buy products at the lowest possible prices. Thanks to advanced advertisements and internet specials, die-hard Black Friday shoppers comparison pre-shop days before Thanksgiving, and have a plan for exactly where they will be at 4 in the morning on Friday.

Some stores opened at midnight Thanksgiving night so that shoppers could shop all night. (This is a little too New Moon for me, but it is very helpful for shift workers.)

The frenzy that now comprises the Black Friday shopping madness makes some wonder whether or not the lower prices are worth the lines, crowds, and fatigue. I go out every year because I find it entertaining to watch, and because nothing else is quite like the hunt for a great deal. What I saw were some retailers being smarter about sale items – instead of advertising low priced items in the stores, those items were marked with the same tags as non-sale prices, making it more difficult for the non-prepared to find the loss leaders. This was a good idea on the part of retailers, because customers had to be both smart and motivated to get the great deals. In many cases the great deals were sold out at 6:05 when the store only opened at 6:00 am.

Black Friday is a perfect example of pure market competition. Buyers know the prices throughout the selling market, and sellers hope to make up in volume what loss leaders cost them.
I saw people with ads from several stores, simultaneously checking print ads with online specials. Buyers were being smart, which delighted me. Stores had plenty of personnel, lots of inventory, and steady sales, who also pleased me. This is how a market is supposed to work: Buyers and Sellers coming together in an exchange of goods and services, at price and quantity equilibriums that satisfy both.

According to early numbers, Black Friday was good for both buyers and sellers. That is the way the free market is supposed to work – both sides are supposed to gain and feel as though they benefitted by the transaction.

Mary Kelly
www.ProductiveLeaders.com
www.Organize-You.com

This is a different, light dessert.

1 graham cracker crust
1 small can evaporated milk
½ cup semi-sweet chocolate chips
2 cups miniature marshmallows
1/3 cup toasted sliced almonds
12 oz Cool Whip
1/3 cup Kahlua

Heat milk over low heat and add chocolate chips. Stir until chips are melted. Stir in marshmallows and stir until melted. Refrigerate to cool. Combine Kahlua with Cool Whip and almonds, add to chocolate mixture. Spoon into pie shell. Freeze 4 hours or overnight. Top with additional toasted almonds and shaved chocolate if handy.

Mary Kelly
www.ProductiveLeaders.com

One of my friends asked about a cranberry relish/sauce.

I use this for everything – Emily’s Layered Cranberry Ring, and Cranberry Bread. Just dump it into a cranberry bread recipe or a mix. It is also great with turkey or ham as well.

1 package cranberries ( fresh, in the produce section)
2 oranges
½ – 2/3 cup sugar
¼ cup water

Rinse and sort cranberries in a colander. Throw out rocks, leaves, and smashed cranberries.

Dump in a 3 quart saucepan with water and sugar. While that starts to cook over low-medium heat, juice the 2 oranges and add juice and a little pulp to the saucepan. With the smallest setting on the cheese grater, grate the outside, oranges part of the washed oranges to get about 1 full teaspoon. Add to saucepan and stir. When the berries start to pop, you are close. Mixture will start to thicken and be delicious. You can add more sugar if desired.

Mary Kelly
www.ProductiveLeaders.com

Layered Cranberry Ring

1 package raspberry gelatin
1 cup hot water
1 14 oz can crushed pineapple
1 cup Cool Whip
1 ¼ cups boiling water
2 cups miniature marshmallows
4 oz cream cheese, softened
1 cup cranberry relish
1 package lemon gelatin

Spray Pam in a large ring mold, or use a pretty glass dish.

First layer:
Dissolve raspberry gelatin in one-cup hot water. Add cranberry relish. Pour into mold. Chill until formed.

Second layer:
Dissolve lemon gelatin in 1-¼ cups boiling water. Stir until completely dissolved. Add marshmallows and stir until melted. Add juice from canned pineapple. Refrigerate until mixture begins to thicken.

In a separate bowl combine cream cheese, and drained pineapple. Add to mixture and combine well. Fold in Cool Whip. Pour over the fist layer.

Refrigerate overnight. If using mold, place the ring in hot water to loosen, and invert onto serving plate.

Spray Pam in a 9 x 13 inch pan. Preheat oven to 350 degrees.

1 cup oil
½ cup applesauce
2 cups sugar
3 eggs

Cream together. Add:

3 cups flour
1 tsp. baking soda
2 tsp cinnamon
1 tsp salt

Stir in:

1 tsp vanilla
1 cup chopped pecans or walnuts
4 cups chopped apples

Mixture will be VERY thick.

Bake 50-60 minutes until toothpick inserted comes out clean. Dust top with powdered sugar.

Great for breakfast or dessert.

What struck me was how many people, and I mean literally, every single person I spoke to, was willing to share their best practices on marketing, platform skills, book publishing, creating clever stories, and all parts of operating a speaking business.

People shared their good, bad and ugly aspects with a transparency that was both honest and inspiring. People actively look for others who are maybe not as far along as they are in the speaking world and they mentor them. It reminds me of a quote that states something like “Wherever you are, there is someone behind you. Maybe they are 2 steps, 7 steps, or a mile behind you. Wherever you are, wherever you might be, you’re in a position to reach behind you, grab someone else, and push them forward.”

What I find so motivational is that it appeared to me that everyone at NSA was actively looking to find people they could push forward. Wow. We would create opportunities for each other. If everyone in business pushed each other forward, we really would make a bigger economic pie.

Have a great Thanksgiving week!
Mary Kelly
www.ProductivLeaders.com
Mary@ProductiveLeaders.com

A friend dropped me off at the airport, other friends called to make sure I was going to the National Speakers Association conference, and still more friends called to see when I was returning. What fabulous friends! As I stood in the elevator I was just overcome by how wonderful to is to feel completely cared for by many wonderful, kind, caring people. How thankful I am for the people in my life who bless me on a daily basis.

Then I walked out of the elevator, and a little boy running toward the elevator tripped, tossing his coke all over me and my clothes.

But I laughed because I had 4 layers of clothing on, because it was 20 degrees when I left my house. And I was full of gratitude because I abundantly own 4 layers to wear.
Mary Kelly
www.ProductiveLeaders.com

And yes, I do feel lucky. And grateful because to me, these things are signs of wealth. I talked with my friend Chris in Kenya, and when I say he has nothing, he literally has nothing. So yes, I am filled with gratitude. And my desk drawer is cleaner!

I love the idea that we get to eat cake for breakfast. Same ingredients, syrup instead of frosting, but cake for breakfast. Since I seldom eat dessert after dinner (I am usually way too full), I think it is helpful to occasionally celebrate the of the day with cake. Okay, I realize that nutritionally this could be improved with fruit and egg whites and maybe some spinach, but I like the idea that we get to enjoy good things first.

I was looking at my “good dishes” yesterday and realized that I had not used them for years. They are gorgeous, with a rim of sterling silver setting off a white plate. They are elegant and beautiful. They were also expensive and I live in fear that I will break one.

How silly is that? To not use the “good china” because I am worried about losing one, when I am essentially losing all of them by not using them.

Then I thought, how many of my friends are a little dusty (metaphorically) because I have not seen them in a while? I have great friends and I miss them, even the ones I have not spoken to in a long while.

So I think I will apply my pancake idea to the rest of my life. I am going to wash off my good china and reconnect with some old friends.

Mary Kelly
www.ProductiveLeaders.com
Mary@ProductiveLeaders.com

On this Veteran’s Day, when people are thanking veterans, I want to thank America for allowing me the opportunity and privilige to serve. It truly was my honor, every single day, to be part of America’s finest.

What a wonderful gift! If you know of other really funny sites, please let me know!

Mary Kelly
www.ProductiveLeaders.com

My dad used to say, “People work for money. If you want loyalty, get a dog.” He wasn’t trying to be cynical – he was trying to give me advice. (For the record, my dad still loves to give me advice.)

As a teenager, I was working a boring job that was located many miles away from my house. I was offered a job at a higher paying wage that was closer to where I lived, so it should have been a no-brainer to accept the closer, more interesting job. While I felt a degree of loyalty towards my employer, even my teenaged brain realized dad was right.

I worked hard, I was focused, but I wasn’t being paid comparable wages. In economics, this is referred to as the theory of Efficiency Wages.

So here’s how Efficiency Wages works. If you have a terrific employee, you should pay them not only what they are worth, you should pay them as much as you possibly can, and more. You should pay then what they are worth to your company. Why? Because employees work for money.

Sure, there are intrinsic motivators, and there are people who would do their jobs for nothing. (Those select, lucky few are usually independently wealthy. The rest of us need to earn a living.)

Really terrific, experienced, hard-working employees are exponentially worth more than unreliable, inexperienced, problem people. They work hard, and the higher wages results in much higher productivity. It is time consuming and difficult to find a truly great employee, so when you do, as a company or as a boss, do your very best to keep them with you. The phrase “you get what you pay for” has never been more true than with hiring talented employees. Some of the best advice I’ve ever heard was to “hire the best people you can find, and pay them as much as you can” to truly build your business. They will perform tasks that you cannot, and they will have ideas that you need.

If you don’t adequately compensate your employees, even if they personally like you, they will be forced, out of economic necessity and opportunity, to accept higher paying positions elsewhere. Then you as an owner or manager are suddenly spending a majority of your workday on personnel issues, as you try to replace your superstars. In economics this is called the Search Activity. It is the opportunity cost, the time and resources that it takes to find, screen, train, and hire new people. If a new hire doesn’t work out, you have three choices; you can fire them, encourage them to leave, or find another place in the organization that will take them. All of those options are time-consuming and painful. Then you have to repeat the hiring process again.

The firm suffers a loss of productivity while the job is vacant or in transition. You may have to repeat the replacement process a few times, and chances are, you are not going to find someone who can do what your superstar did.

Many managers and owners fail to realize that the theory of Efficiency Wages, or the cost of not paying employees well will actually cost you more in the long run.

Conclusion: People will work where they can best realize their highest potential, where they are paid well, and feel challenged. So managers, your employees may adore you as a person, and you may be easy to work for, but they will ultimately walk away if you are not properly compensating them. People work for money.

Find your nearest humane society if you want unconditional loyalty!

Last night I was at the Memorial Hospital, where I volunteer at the family room outside the Neonatal Intensive Care Unit.

The hospital has 13 channels, and one of them had the Lawrence Welk Show.

I love that music, and was quite pleased when one of the families left that show on the hospital TV. The Lawrence Welk Show used to air on Saturday nights, and my grandparents watched it religiously. So I knew the names of the cast members, and most of the songs. I think it is probably why I love Big Band music and the songs of that era. I confess that watching the Lawrence Welk show again last night made me smile, remembering Saturday evenings with a fire in the fireplace, playing cards, drinking tea, and watching “Welkie.”

My grandfather passed on, and when I was living in Hawaii in the 1990s, I was fortunate enough to meet Cissy King, one of the singers and dancers, and one of my grandmother’s favorite performers. She was very kind and sent my grandmother a signed portrait. It was a terrific birthday present for my grandmother, who lived until she was 103.

Thanks Lawrence Welk!

Dr. Mary Kelly, CDR, USN (ret)
www.ProductiveLeaders.com
Mary@ProductiveLeaders.com

Today I had the honor and privilege of interviewing young men and women who applied for a nomination to attend a service academy. Since my brothers and I all attended the Naval Academy (my sister went AFROTC) and I taught at the Naval Academy, this was a wholly different part of the puzzle.

I was impressed with the caliber of the young people who are motivated, energized, and eager to serve their country. It made me smile to hear them talk about their idealistic views of how they are going to change the world. I admire them for standing up, volunteering, and articulating the same things my brothers and sister and I all said when asked why we wanted to be in the military. While everyone has a different perspective, a common theme was the desire to be part of a greater purpose.

I was also impressed by the caliber of the people conducting the interviews. While every office conducts the selection differently, I am sure, I was struck by the fairness, dedication, and commitment of the teams of strangers, who come together to help their elected officials make great choices for a stronger military. The teams really worked hard to place the right young people at the right academy.

I am thankful to be a small part of such a fair, careful, and deliberate process to help young people with their futures and the future of the officer community of the US military.

Dr. Mary Kelly, CDR USN (ret)
CEO, Productive Leaders
www.ProductiveLeades.com

A man helped a 30-year-old woman get checked in. It was the first time she had flown, and she didn’t know how the bag check system worked.

People cheerfully stood aside to allow two frenzied and stressed airline workers get to their plane.

Three people in a completely full flight helped to organize the overhead bin to fit in the bags of perfect strangers.

People actually held their coats in their laps like we are supposed to.

People applauded when uniformed military personnel boarded the plane.

At baggage claim, two older gentlemen lifted the bags of others who had trouble getting their bags off the carousal.

People got out the way for each other at the escalators.

People held the doors for others at the elevators.

People behaved the way we are supposed to.

Current economic times call for innovation, flexibility, a change of focus, and adaptability in business. And all of this can make a company stronger and better able to compete in the coming years.

1. Nobody likes to see their friend, neighbor or family member lose a job, and certainly rising unemployment is disheartening for many. The recession, which started in 2008, and will probably continue through 2010, is anatural part of a progressive economic cycle (regardless of the initial catalysts). That doesn’t mean much when you are having trouble paying bills, in danger of losing your home, or worried about your finances.
2. A recession can be difficult to endure. However, there are positive aspects as a result of this recession that we need to remember.

   It is forcing both companies and families to look hard at their finances. For the first time, sometimes in the course of a marriage, husbands and wives are sitting down and talking about their financial situation. They are figuring out the terms of their mortgage, the annual percentage rates on their credit cards, and they are taking a hard look at their expenditures. Families are prioritizing what is important to them, and they are spending money based on thosepriorities. They are finding that they need fewer high-end and duplicative products.

3. Companies are doing the same. Responsible companies are looking at where their resources are allocated and making decisions based on company priorities and profitability.

   Companies, like families, are reducing waste, being mindful of their spending, and making adjustments. Companies are discovering that if they do not provide value, patrons will go elsewhere. For businesses that are flexible, responsive, and value-oriented, this is a great opportunity.

4. Entrepreneurs who started a business and struggled with it for years and finally closed the doors this year should be encouraged. Without a recession, maybe they were just going to continue to struggle for 20 years. Maybe it really wasn’t the right business. That is an advantage great in a capitalistic society. The “invisible hand,” the term coined by Adam Smith in 1776, ensures that people have the opportunity to engage in businesses where they can either succeed or not, but the market determines ultimate profitability. So, if you develop a terrific product, it will probably be terrific in any economy. If you have a product that is poor or mediocre, it is probably not going to survive a recession. The good part about that is that is then you get out of a business or product that is poor or mediocre, which opens opportunity for a successful endeavor.
5. Both families and companies are being creative and innovative. What we implement during tough times is going to make all the difference in how well we succeed when this recession is over.

I was at the Denver USO today, where engineers, doctors, teachers and many others make coffee and serve sandwiches to military service members and their families.   Many of the volunteers were military themselves, are or were part of a military family, have kids in the military, or took advantage of the USO when they were active duty and feel as though they want to help.   The Denver USO does not advertise for volunteers, and there is a waiting list of 160 people (over a year long) to be one of the volunteers. Wow! That’s intrinsic motivation.

The hospital where I volunteer is comprised of mostly professional or retired people who also just want to help.  Amazing!   The motivation of these volunteers to accept work a counter, fill in for others, deliver dinners, and be a comforting shoulder in times of crisis is commendable.

Watching the increase in volunteerism makes me believe that there is a strong correlation between the need for a community response and the desire for people to be part of a community solution.  When times get tough, we need each other more. Thanks to everyone who volunteers in their children’s schools, in churches, at hospitals, community centers, senior centers, welcome centers, airports, and everywhere else other people need a hand.

“I’m so busy!”

You hear it every day. People feel as though they are short on their most valuable resource: time. Time isn’t something we get back, so it is important that we seize the opportunities we have to make the most of our most precious commodity.

How do we find more time in every day? A few ideas:

1. Use your precious minutes wisely. No, not your phone minutes. Your life minutes. Life is a finite number of unknown minutes, so it’s important to use them wisely. There are probably things that you don’t need to do as often as you might think. I am personally guilty of over-checking my email accounts. I do not really need to check email 20 times per day. That wastes my minutes.
2. How do you use your minutes wisely? Make a schedule. Make a schedule that works for you – one that prioritizes the event that you need to do, the important things you are required to do, and the small things that you should do.
3. Make sure that the work you do is planned around your natural energy level that fluctuates throughout the day.There are certain times of the day when you’re probably more productive for doing certain things. Some people are better at making phone calls in the morning. Some people are better writing at night. I get a little sluggish in the afternoons, so I try to schedule meetings during that time, since generally, meetings are energizing to me. A lot of people know get sleepy in the afternoon (that may be partly due to dehydration so drink plenty of water). That may be a good time to schedule active activities. Make sure that when you plan your day that you’re planning it to your personal energy level for maximum productivity.
4. Don’t procrastinate. Nike was right. Just do it and do it now. Make that appointment. Return those calls. Respond to e-mail. One of my graduate school colleagues said that he needed time to reflect before he answered an e-mail. But then he admitted he frequently forgot to actually respond. He said, well, it’s the thought that counts. While that may be true for some aspects of life, the action lets people know about the thought, so do it now.
5. Trade work. If you find that you have some tasks that just don’t get accomplished, consider not doing them. You may be able to find someone else with whom you can trade a job, someone who enjoys doing the task that you don’t want to do. In the Kolbe instincts assessments on how to make decisions and solve problems, Kolbe analyzes people’s strengths to maximize both their work and personal behavior. In the strengths world, we try to find ways to a certain task that matches strengths to instincts. (See Meredith Masse’s website www.Mpower-consulting.net for more information on the Kolbe method.) The premise is that the jobs people do should match their natural strengths. That way, they’re happier and more productive. This is why, for example, very few of us are changing our own oil anymore. It takes us 10 times longer, is loads messier, and in the long run, probably doesn’t. We need to dispose of the oily mess and we have a harder time with going under the car. Thanks to $19.95 oil changes, this work has become predominantly outsourced for the majority of people.

Treasure your minutes! Use your time wisely!

And I enjoy the fuel strategies and the teamwork and crew chiefs and the ramifications of various cautions and who gets the Lucky Dog.  I like and appreciate all that.  But what I really applaud is the sheer effort that every team exhibits every single week.  I like to think that they try hard because they love what they do and take pride in their accomplishments, as we all should.

I tune in to NASCAR races because there is more to it than GO FAST, TURN LEFT.   It is great to see people who work hard, race hard ,and try hard to be successful at what they do.

(Oh, and yes, I do have a favorite driver…)

Comments anyone????

Mary Kelly

www.ProductiveLeaders.com

Mary@ProductiveLeaders.com

I know this because I neurotically track my borrowed books, CDs, and Audio books as prized possessions. They get a special bag that transports them carefully, and the inventory sheet stays with the bag.

So when I saw the email notice indicating my tardiness, I used it as an excuse to scoot off to the library on a Sunday afternoon.

I found the nicest librarian, and she and I together found the truant CDs right there on the shelf, where they belong. She apologized for the error, and I told her that I was grateful for the excuse to make the trek. Perusing the shelves of the library is like waking up on Christmas morning. You never know what you’ll find. I discovered 6 new treasures to take home today. What a great break!

I think the reason I enjoy books so much is the way books allow me to explore the world through someone else’s perspective, and from their corner of the universe. For a moment in time, I get to feel what that author portrays. I get to breathe their air and experience their world. And I get all this from a visit to my local library.

Big thanks this week to all of the librarians who help people find just that right book to transport them to that other world.

Mary Kelly
www.ProductiveLeaders.com

Work is part of life, and while I agree that working nonstop can be tedious, not having work is worse. Work is healthy. Work is productive. Work provides a schedule and a discipline that helps organize the day. Oh, and there is the idea that we work for income.
I look forward to meeting people who do, and ostenstensibly, enjoy the same type of job I do. And that seems to be the key to a work-life balance. Enjoying work is the key.
Much of the work I do is on a computer, and I have, at times, been accused of an emotional atteachment to my computer. But. I protest, it is so easy to be productive online. I don’t play games. I do research. I read. I learn every time I log on. I enjoy learning. So, by the transitive property, I enjoy work. Balanced? Dunno. But fun.
by Mary Kelly
www.ProductiveLeaders.com