Posts tagged - marketing

Disagree and commit

Some of you may be aware of the letter to shareholders by Jeff Bezos of Amazon where he explains his process and the benefit of disagreeing and committing. A co-worker just told me about the phrase “disagree and commit” and it spoke to me. Whether you like Bezos or not, he clearly is a successful business person and his ideas are an example of why.

He encourages his employees to “disagree and commit” and does so himself. I found this to be great advice because most of us work in teams, which can consist of employees, owners or a combination of the two. In these work environments, it is disingenuous to think that every big decision will have 100% support.

Bezos explains that his teams don’t have to fully convince him on a particular project or idea. Instead they have to convince him just enough that he is willing to let them move forward. But once he agrees they can move forward, even if he doesn’t support their vision, he is willing to commit to their vision because to do otherwise would sabotage the team, wasting time and money.

The same should hold true for your business or team. If three out of five of you vote to go a certain direction, those who were against it need to work with the others to be cheerleaders for the plan. If not, the implications for your team or business are not good. If that team is five owners, what is the message being sent to employees if two are publicly not supporting the decision? Of course, the answer is “nothing good” – the team will have greater challenges than already exist to reach the approved goals and it will harm the culture of the business, which likely isn’t too good in the first place. This would be a company most of us never would want to work for.

So the next time you are outvoted on an important strategic decision, agree to disagree and commit to implementing the approved plan or strategy. Your team and business will be better for it.

 

 

 

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Confidence is important in life and success

Winners have confidence. They know they won’t always win.  They realize risk is part of the equation. But they realize we’re all human, all equal, someone has to take the lead, and it might as well be them.

It’s up to you to be confident or not, because confidence cannot be instilled by others. Confidence is something you create within yourself by believing in who you are.

The people who put on a show are insecure. You know these people – if you look at their social media accounts or speak with them it looks and sounds like their lives are perfect – all sunshine and rainbows. But no one’s life is perfect, even those with confidence or a level of success. Confident people don’t curate a life, they live it.

Most people who are successful play it down. They don’t need to talk about themselves and their “accomplishments” to make themselves feel better. They can be themselves because they are comfortable in their own skin.

There is a reason the person this post reminds you of is successful. They believe in themselves. Most of these people also know connections and relationships are everything. These are the people who are fun to hang out with because they are not trying to tell you how great they are, even though they know.

If this is you, keep on doing what you are doing. If it is not, what are you going to do about it?

 

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Meeting expectations shows clients you care

I previously have mentioned that my firm has 21 fundamentals that are the foundation of our culture. We call it the JW Way (http://www.jaburgwilk.com/mission-statement). JW Way #3 is Be Passionate About the Client Experience. Without clients or customers none of us would have a job.

We all have them. Whoever you work for is your “client.” For me, I have clients. You may have customers. If you work at a company and report to an internal higher up, that is your client – if this is you, you may be thinking “Manager Jones isn’t my customer or client,” but if that is who oversees what you do and provides feedback on whether you have met required goals or expectations, they are your “client.”

I am big on meeting or exceeding my client’s expectations. I do this a number of ways, with the focus always being on delivering outstanding legal advice, which happens to be JW Way #1. The day to day situations where expectations come in for me is on deliverables, such as draft letters, agreements or pleadings. If I tell a client I will have a draft letter for their review on Wednesday and I email it on Wednesday, I meet the expectation I set for them. If I send it on Tuesday, I have exceeded the expectation. But if I get it there on Thursday or Friday, I have failed. I would much rather under-promise and over-deliver than the opposite.

Even if you under-promise to make sure you can meet a deadline or expectation, it doesn’t mean you always will be able to do so. When that happens, you know in advance you need more time. So pick up the phone, let your client know and set a new deadline you believe you can meet. Things happen. Of course, if you reset deadlines all of the time, the client will think you either over-promise consistently, don’t manage your time well, always move this client’s work to the bottom of the pile or all of the above. If you do this often to enough clients, you won’t have to worry about time because you likely will be working for fewer clients.

Meeting expectations is an important facet of being passionate about the client experience. When you do this, it shows you care about what you do and your clients. This is the image you should want to project. And, if you are honest with yourself, you know it is what you expect when you are the customer.

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How to have difficult conversations

Things that are hard to say usually are the most important. Because of this many people avoid the difficult conversations in business and their personal lives. To effectively manage people in business or personal relationships you need to be able to speak about important matters. Letting import matters go unspoken is problematic for numerous reasons.

The problems include the potential for people you manage to continue to take actions or work in ways you think need to be tweaked or changed. If you don’t have these conversations timely, they only can result in continuing issues in the future, making for even harder conversations and a lot of wasted time. It also includes the likelihood of a wedge being driven between you and whoever the other person is because, even though unspoken, these issues usually are apparent from body language and other indirect feedback. This can result in strained relations and passive aggressive behavior related to all things unsaid.

If you are uncomfortable having difficult conversations, there are ways to try and ease your discomfort. You can outline the points you want to get across and practice your side of the conversation. This can include what you want to say depending on the response your receive. As with preparation for a presentation, knowing your talking points will help. I usually am not a fan of spending time on a “hypothetical conversation,” but with difficult conversations, preparation can help. Plus, what occurs in most situations is that even though the conversation may be uncomfortable, it is not as bad as you anticipated.

Another idea is to work on your talking points and the conversation by practicing with someone else you trust. This can help to hone your points or how you will respond to various responses, questions or defensiveness during the real conversation.

The point is to prepare then take hard conversations head on. If honest, most people will tell you they really want to know where they stand and what others are thinking, whether it is with a peer, a superior or a significant other. So don’t let the import subjects that need to be discussed fester and turn into a real negative by having difficult conversation timely and in a manner to allow them to be as non-adversarial and productive as possible. For instance, if you have feedback on this or any of my blog posts, whether positive or negative – read: constructive criticism – I always am open to hear it.

I hope you will take the next difficult conversation you need to have head on and figure out what works best for you to prepare and participate in these types of conversations.

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Don’t settle for average

Are you an Average Joe? When I think about the term Average Joe, Homer Simpson comes to mind – the person who goes to work and does what’s needed, goes home and does the same, and then gets up and repeats each day of the week. There is nothing wrong with being average, but, if given the option, why wouldn’t you strive to be more?

There are many people who come to mind when I think about above average, both in my personal life and in the world at large. I know the types of people I wanted to emulate, and it didn’t include Homer Simpson. I am not saying I am above average, but I know that I am striving to do more professionally and personally. Trying to break out of “average” isn’t easy and even if you try, there are no guarantees, but the possibility makes trying worthwhile.

Not being an Average Joe means working harder and sacrificing time that could be spent on leisure time and fun pursuits. Average people have hopes and wishes, but people trying to be above average have goals and plans. Do you? Do you work nights or weekends when its necessary? If you don’t, does the person who does, whether where you work or a competitor, do so? If so, its likely you will fall behind and that person will get the promotion or the business.

Sports can provide a good analogy for many business ideas, and that is the case here. The athletes who have the best and most consistent careers do because they are willing to put in time and effort to try and remain competitive at the highest level. A good example is the basketball player who puts in extra time outside of practice shooting shot after shot.

It makes me think if Steve Nash, who was a star point guard for the Phoenix Suns from 2004 to 2012. He was an all-star into his late 30’s. That is old in professional basketball. I remember reading at the time how he changed his diet, the levels of his workouts and the extra time he put in both practicing and recovering from practicing and games, i.e. massages, using ice and heat, etc. He wasn’t ready to retire and he didn’t want to turn into an average player. By putting in the extra time and effort he extended his career and played at a well above average level for more years than he would have otherwise.

To not be average, you have to invest in yourself. You responsibilities can make it hard to have that extra time you need to invest to break out of “average,” but if you don’t find the time you may never know or reach your potential. Don’t settle for average.

Here are a few quotes on not settling for being average that I find inspiring:

“There is no passion to be found in settling for a life that is less than the one you are capable of living.” Nelson Mandela

“All I knew is that I never wanted to be average.” Michael Jordan

“Never settle for average.” Steve Jobs

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Be relentless about continuous improvement

This is so important for all of us. No matter what you do, you can always improve yourself and your team. In our world it can mean learning related to what you work on or improving processes or procedures for your team.

Constantly evaluate every aspect of your job to find ways to improve. Share what you learn so that others can benefit as well. This type of investing in yourself makes you and those around you better at what you each do.

I continually try to work on organization and making sure I am getting various tasks done timely. I have tried everything from handwritten to do lists to setting appointments on my calendar to a mix of both. Each time I think I have a system I will keep, but when I look at it I always am working to improve it, which is good for me, my team and our clients.

What is it you can learn or work on to improve your time on your business? If you can’t think of anything you are not thinking hard enough. I challenge you to take some time this week to think about something you want to learn about or an aspect of your job or business you can work to improve.

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Be persistent and believe in yourself

Believing in yourself sounds easy, but we all have our own insecurities to overcome in given situations. Sometimes the easiest road is to fold and not move forward. Taking the easy way generally is the path to things staying the same or getting worse, but we all say we want to do better and be successful. I think part of the reason is persistence. Some people have it and some people don’t. For those who do, they know it pays off, and that persistence beats intelligence, education and degrees, and talent.

As I am sure you all know, last Sunday was the Super Bowl in which the underdog Philadelphia Eagles defeated the perennial champion New England Patriots. Some of you know the story of the Eagles’ season, but others won’t. Lead by an MVP candidate quarterback named Carson Wentz, the Eagles sprinted out to the best record in the league. Then the unthinkable happened – near the end of the season Wentz was lost to a knee injury.

The Eagles could have folded then and there. Star quarterback out. Backup quarterback in. The excuses to give up were built into the scenario, but that day they rallied to beat the Rams. The rest of the regular season was bumpy.

The backup quarterback was a sixth year player out of the University of Arizona named Nick Foles. In his first five seasons he played on three different teams, including the first few years on the Eagles. In 2016, he was at a crossroads on where his career was and whether to retire. He had to be aware of the naysayers across the country saying he couldn’t lead the Eagles to a playoff win, let alone the Super Bowl. But he proved those people and the Las Vegas odds makers wrong by being persistent. He came back to he Eagles as a bench player, lead the Eagles to three playoff wins, a Super Bowl championship and was named Super Bowl MVP.

You know he and his teammates believed in themselves to accomplish what they did. After the big win, Foles said

“Don’t be afraid to fail. Failure is a part of life. It’s part of building character and growing. Without failure, who would you be? I wouldn’t be here if I hadn’t fallen thousands of times, made mistakes.”

That translates into he is persistent and believes in himself. Retirement would have been an easy road to take. He stuck with football, and worked harder than ever despite the negative statements being made about him, and succeeded.

Another Eagle, Jason Kelce, said “persistence has summed up my whole career, my whole life.” His grandfather gave him a Calvin Coolidge quote when Kelce was 18 years old and was not given a scholarship by any Division I university (the highest level college programs, in case you don’t know). The quote is:

“Nothing in this world can take the place of persistence. Talent will not; nothing is more common than unsuccessful men with talent. Genius will not; unrewarded genius is almost a proverb. Education will not; the world is full of educated derelicts. Persistence and determination alone are omnipotent. The slogan Press On! has solved and always will solve the problems of the human race.”

This translates to business and has for me in building a legal practice. I have “won” and “lost” on many occasions related to building my business, but I know if I had not been persistent all of these years there would be more losses than wins. Importantly, many of the “wins” have involved being retained by a new client over attorneys I consider to be smarter or more experienced than me, but my belief in myself must have shown through to the potential client.

Try it and see what happens. If you don’t, don’t be surprised by your results, or probable lack of results. Persistence and belief in yourself opens the door for opportunity and success – which side do you want to be on?

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Turn you New Year’s resolution into a SMART goal for a better chance to be successful

It is the first week of January. We all are back at work trying to recover from the holidays as the new year kicks into high gear out of the gate. Many of you likely made New Year’s resolutions. It could be one of the standards such as losing a certain amount of weight, starting an exercise program, drinking less soda, eating less candy, etc. Maybe it is something different and more personal to you. Or maybe it is work related such as meeting new professional contacts, listening better to others, or having more balance in your life.

The problem is resolutions are hard to keep. How many times have you had a resolution and it last for a week? Or maybe it lasted a month? Odds are you were not keeping the resolution by the end of that year (assuming it was something that would take a year to accomplish or was a permanent change you were trying to make to a behavior or habit).

If you made a New Year’s resolution, I propose you try something new. Have an action plan on how to stay on task to meet your resolution. To do so, make your resolution a SMART goal. I know many of you have heard this acronym before, and maybe even have set SMART goals in the past.

For those that haven’t, it stands for:

Specific

Measurable

Achievable

Realistic

Timely

Resolutions generally fail because trying to do something or stop doing something by sheer force of will is a recipe to fail. If your resolution doesn’t fit within the SMART goal parameters, revise it so that it does – you will have a much better chance of success.

Know that your SMART goal/resolution may be achievable in less than year – remember one element is the time you think it will take to reach your goal. If you meet your resolution, come up with a new SMART goal. It doesn’t matter if it is January 1 or May 22. You should constantly look to improve yourself, your business, your life – well, you get the idea. Try it and see what happens.

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The 2017 version of why it is time for an annual “checkup” for you and your company

Over the past few years many of you probably read my blog regarding having a checkup for you and your business. This does not involve the doctor, but it does involve all the other professionals in your personal and business life. Since that time, I decided to make this topic an annual tradition. This is based in part on the range of feedback I receive every year.

Some of you said “What a great idea. I am definitely going to do that.” Other said “Sounds like a good idea, maybe I will look into that.” Most of you were busy with the holidays and all that they entail, and probably ignored my advice. To be honest, any of these responses is okay and ignoring my advice may not have had detrimental effects to you or your business.

The point of the advice is that you only know what you know. If you do not check in with your professionals and, for example, make sure contracts or your estate plan remain enforceable and up-to-date, that is where the risk comes in. For example, I always check in with my accountant at the end of the year to ensure that all is right with taxes.

This year I had a reminder related to a different item you should check in on annually, auto insurance. We have two teenagers on our policy and a number of vehicles, and the premiums always seem so high to me. But my insurance person knows me and shops the policy every year looking for the best rates rates for policies with similar coverage from quality insurers. He did this again this year and we have a new insurer as of yesterday. And the savings were pretty significant.

With the time constraints of life, it is sometimes hard for me to move beyond the higher-level checkup, but when I do I usually end up with some benefit. Unfortunately, in our time-crunched world, the question of who to check in with at year end is expansive, from your estate planning attorney, to your investment person, to your insurance person, to vendors you may use such as a yard or pool maintenance company, or your cell phone carrier or your Internet provider. You may be surprised what a company will do in lowering monthly costs to satisfy a current or longtime customer. Try it and see what happens.

I know, I know, who has the time? None of us do, which is why the choices yours. Are your contracts up to date? Did you pay enough estimated taxes or withholding? Are you paying the cleaning service at your office or your lawn service for your home too much? The choice of what professionals to consult, what costs to check or compare and what services to put out to bid is yours. Choose wisely!

And for those of you seeking a reminder or who did not see it in years past, here is my original blog post on getting an annual checkup:

The end of the year is always a good time to take stock of where you are personally and professionally. This can be checking in with your personal accountant to make sure you have withheld/paid enough taxes during the year or planning for deductions to planning for large corporate expenditures on things such as upcoming projects, planned corporate initiatives or planned equipment purchases. But the one thing that is a constant is that we all should be doing this.

In the past I have mentioned why it is good to sit down with various professionals you or your company work with just to check-in, be they attorneys, accountants, insurance professionals, financial planners, investment professionals, etc. The list depends on you and your business.

This does not have to be a formal appointment unless you think that is appropriate depending on the nature of the planned conversation. Instead, it can be you offering to buy them lunch or a drink. The point is the better the professionals you work with know you, the more they are able to make recommendations aimed to benefit you or your company.

So don’t wait, start making plans today to meet with these people this year, or at least first thing next year. We all are busy this time of year, but if you take these actions it will help you now and in the future.

Happy Holidays!

 

 

 

 

 

 

 

 

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Never underestimate the handwritten thank you

Most of you remember when “the usual” was sending anything and everything by mail. People do things for you, oftentimes going out of their way, all the time. Do you acknowledge these people? If not, why not? If so, how?

If someone does something meaningful, you need to let them know. I understand not all people are doing things to receive thanks, or even comfortable with praise at all. But you know when someone deserves your gratitude, and an email or a text may not be the most appropriate way to express it; they can be low-impact and quickly forgotten. Thanking someone in person may work well, especially if you know you’ll see the person. Other times, you won’t be seeing the person for a while and that’s when you should go with the handwritten letter: a high-impact personal touch that won’t be forgotten in a digital age.

I will admit I don’t handwrite thank yous as much as I should, but I try. I was recently in New York and my aunt and uncle, who live northeast of Philadelphia, took a train to Manhattan to go to dinner with me. That was above and beyond given the amount of time spent traveling in one day, not to mention, they’re not exactly young. When I got back to Phoenix the next week, I bought a card and sent them a heartfelt personal note of thanks. People appreciate this sort of thoughtfulness.

The point is to try and let people know when you appreciate them or their actions, and you don’t have to buy a card. You can write a letter on lined paper, computer paper, or sticky notes. It doesn’t matter how you do it and won’t to the recipient, who will be touched because you took the time to personally pen your thanks and acknowledge what they’ve done for you.

To me, it’s like volunteering for a non-profit. Even though the point is doing something for others, it makes you feel good. Try it and see.

 

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