Category Archives: Business

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Do You Know The Enemy?

Earlier this week I tweeted the following:

CorporateIntel: Palin, Weiner, Sheen, Schwarzenegger — when comic book reality passes almost daily now as normalcy, how do we come to define absurdity?

It wasn’t like this week’s noise was any more pronounced than last week’s or last year’s, it just hit me that the continuum meltdown parade really is becoming the norm. One of the politicos snagged by the mic in Congress (yes, there actually was an elected official there, despite the recess with the debt ceiling getting almost no attention right now, because we have to wait for the crisis countdown) said of Weiner, and I paraphrase, he just has to lay low a few days until the next scandal grabs the headlines and pushes him down the list, where he can return to obscurity. Wow, that’s dark, what a great way to escape the spotlight, just wait for someone to steal the stage from you — you know they’re coming, they always are, nastier antics and less newsworthy.

My concerns are somewhat broader than those framed in a poignant LA Times column this week by the consistently thoughtful writer Sandy Banks, whose point of view I share, but mine goes way past the salacious. I worry that there is such a continuum of crazy bad behavior — be it drugging in sports, insider trading by Wall Street titans, local public officials paying themselves like emperors, desperately needed public school funds being squandered on administration, a global finance executive defending himself by using the term “consensual” in response to accusations to the contrary — that all this just becomes the everyday expectation of affairs, that leaders cannot be counted on to lead, only to await their moment of embarrassment and humiliation. That is not real normalcy, but we could let it be so if we don’t fight the tone and demand better.

One could easily argue things today are no worse than they have ever been, that there is simply more sunlight being cast as disinfectant because technology now too easily causes people to trip over themselves. People think they’re clever, but they really don’t know how an iPhone works or that Internet anonymity is a head fake, the Internet cements your trail in a way sniffing dogs would be envious. Some people think the problem is that all these new tools of trouble are so readily available and poorly understood — Facebook, Twitter, digital cameras, video surveillance virtually everywhere we walk. No doubt these innovations make the circus easier to see, but they don’t create the circus. People create the circus by acting without thinking through the consequences of their actions, then utilizing technology without fully understanding its constructs. Are we going to blame the typewriter for all the unjust laws, decrees, and acts that sinister governments have published? Shall we blame radio and television for commercials that told us cigarettes were not bad for us? I remember many years ago explaining to a colleague who was using AOL messenger for intraoffice communication how many people around the world had a clear text window into every word that was being typed by the IM circle; it was an innocent enough mistake, IM was new at the time and very useful, without a lot of competitors, so people just used it without comprehension or context. That didn’t make the technology good or bad, it simply meant it was being misused. We can’t blame the technology for the traps we set for ourselves.

My point is not to be judgmental, but to encourage cognizance of the noise and the noisemakers around us and the profound impact this is having on our numbing factors. This is not about the media, it’s about people of high-profile knowingly doing stupid things and deluding themselves into believing they will evade the traps. If those in leadership choose to be cavalier with the attendant visibility that surrounds their actions, personal and professional, at what point will no leader be able to command respect? The problem is that cynicism is a disease, it creeps up on our point of view and infects our thinking in negative tones to the point where it is much easier to believe no one than to believe anyone. That is not a very happy place to be, especially when gigantic problems need to be solved that require teamwork and shared vision, reflections of trust that are not in abundance in a climate of broad disbelief and numbing retreat.

For me here’s the rub: Leadership is a privilege. The ability to have others look to someone as a symbolic or actual role model is a gift. If you don’t want to be passed the torch, don’t reach out for it.

A well-reasoned response might be that there is a clear separation of our personal and professional lives, and no one chooses to be the target of embarrassment, it is simply a byproduct of human error, of which we are all capable. I guess I just don’t buy that, because with all the innovation that is now the platform of our lives, the separation between personal and professional is increasingly challenging. We may set out to keep our Friends on Facebook and our Contacts on LinkedIn, but we all know, the mash-up follows us real-time. We may try to keep one mobile phone for work and one for business. Yeah, try that, good luck remembering which is on your right pocket and which is in your left. If technology brings the personal and professional together as a reflection of reality, then to not be aware of it is to be agreeably ignorant. Last I looked, ignorance is not a great defense strategy for leadership; if it’s not a quality one would want in their bio, then it’s not a fallback when the media machine attacks. How about awareness, caution, integrity, and dignity. Technology can’t take those away from anyone.

The Enemy is Apathy. Apathy is a result, it is our hands in the air when we toss in the towel and think we can’t make things better, that our singular votes no longer matter (they do!). When we become so comfortably numb that we no longer wonder if bad behavior is the norm, the enemy wins. How numb can we be and still feel human? Most people don’t want to be numb, they want to be empowered. Leadership is the gift to empower.

Fight the Enemy.

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The Learning Window

Last month I enjoyed the immense privilege to spend some time with my high school alma mater — working with some young entrepreneurs on their business plans, attending the annual athletic assembly, and presenting an award at Honors Day.  It was uplifting, it was heartening, it was nostalgic, and it was reflective.  I returned from the visit both inspired and in dread.

Why dread?  All I could think about the entire time I was on campus was why every student in our nation cannot experience this empowerment.  We can afford it, we really can, if we simply make it a national priority.  I do not sense in any conversation I have at large that this is a national priority.  The economy (deficit/debt, job growth, wage growth) is a national priority, defense and combating terrorism are national priorities, health care, and infrastructure all seem to be national priorities — it would seem this is because our political culture is largely reactive, that’s how winning elections are mostly conducted.  Yet can any of these priorities be met without a proactive priority, where a broad and well-educated next generation is ready to tackle these challenges?  I don’t see it, which is why when I write to the President or my Senators or Representative on feedback of my concerns, I always tick the education box first, because I believe it is a priori to all other challenges.  People don’t just create problems, they solve them, but they can’t solve them if they are not prepared.

This just isn’t fair.  A great education should be the right of every young person growing up, that is where we should happily invest our capital.  We can talk about unmotivated teachers, absentee parents, bureaucracy, unions, administrative costs, budgets, corruption, inefficiency — we can talk about anything we want in terms of why it can’t happen — but when you see that it can happen, your spirits are lifted for those who are getting the gift, and crushed for those who are not.

When I was on campus, here are some basic, simple practices I observed all around me that would not seem impossible to emulate:

1) A school should be safe — you can’t learn if you are worried about getting beat up, shot, killed, sold drugs, bullied, silenced, or repressed.  When you see students who are safe, they teach each other.  It seems so natural, but we know how rare it is.  Free flowing dialogue is really not possible in any climate of fear.

2) Students should be able to admire and respect their teachers — if a teacher is worthy of respect, she or he will command it.  You have to hire right, and the talent has to be fairly compensated, then the teacher has to want to be the subject of admiration and respect, every day.

3) Teachers should be able to admire and respect their students — remembering that they are further along in life and must cut students some slack for their emerging abilities, teachers should feel good about the students they teach, learn from them , listen to them, help them course correct when appropriate, and celebrate with them when there is something to celebrate.  Students have to understand that if they don’t show respect for their teachers, they can’t get it for themselves, it is a two-way street.

4) Administrators should be helpful and supportive — administration is necessary and valuable when performed with insight, but it is a background task for the purpose of letting teachers teach and helping students learn.  There has to be humility in leadership, and it is has to be self policing to ensure that is lean.  If this is accomplished, administrators can then share and celebrate with students and teachers on a level playing field.  I have seen it, and it is quite a party.

5) School is about learning how to think, not about how to make money — this holds for academics, athletics, clubs and the like, we must emphasize foundation, not trade, as young people emerge.  Everyone already knows we all need to work, and a good education can push us further down the path to achieving better earning potential.  But if that is the carrot and the stick, it will not motivate ubiquitously, because self-doubt will overrule hope in too many cases and conditions.  Self-esteem is achievable in modest increments step by step, in small wins that come from building self-confidence — through learning to accept ourselves, the views of others, the unraveling mysteries of science, the expressions of art, and the teamwork that replaces self-satisfaction.  In an environment that makes learning an end and a means, career potential can blossom on its own fuel, through natural interests and abilities that translate over time into workplace commitments.

I am not envisioning a utopian solution, I’ve been around the block enough to understand all the counterarguments and very real hurdles of reality.  I am simply advocating a commitment to focus as a pragmatic approach, among a set of conflicting agendas where it is easily counterintuitive to look at long-term plans for fixes we need now.  Yet there are so many good schools that emphasize so many good values, we have models all around us in every community.  We just don’t have enough, and what we have in good schools is a minority, which is wrong and not fair — we can’t let education become part of a have and have not culture, that does not help anyone on the horizon.  To see the next generation experience the miracle and benefits of great learning is to understand and appreciate human potential and hope.  To accept that it is in limited supply is to let ourselves implicitly endorse a set of conditions that is not only wrong, not only unfair, but entirely detrimental to our future and the perpetual reconstruction of our enterprise.

I salute those who are doing this right, and only hope we can make this mission a national priority.  So much happiness is possible if we just set this level playing field and try to give people the chance to learn.

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What Are You Waiting For?

The Journey is the Reward
by Ken Goldstein
Tenth in a Series of Ten

Here are some phrases in various shapes and flavors that I hear much too often:

“If I just get through this test, it will be smooth sailing to the end of the semester.”

“If I just get this promotion, I will have the authority and title needed to do my job.”

“If I just get through the budget, the rest of the fiscal year will be a breeze.”

“If I just survive until my boss fires my arch nemesis, all of the stupid conflict in my day will be eliminated.”

“If I just hold on until the stock hits 100, I will have enough coin to blow out of this asylum and ditch these losers.”

Each one of these statements has the same element in common: Delusion.  Yes, these are delusional declarations.  They seem so credible when we think them, and so laughable in hindsight.

This tenth hard lesson learned in the series is the hardest of all to accept.  Learn it young and you can spare yourself a good deal of needless angst.  Suspend your wishful thinking now and understand the pure and existential truth of career making, perhaps life making:

There is no such thing as “If I just…”

If you just get over the hill ahead of you, I promise you almost without exception there is another hill that begins where that one ends, and in all likelihood it will be steeper causing you to sweat more.  If you just get through the performance review next week, I promise you almost without exception there is another one next year, and that next boss will probably not be any easier on you.  If you just get promoted to Director, I promise you almost without exception you will immediately set your sights on Senior Director, then VP, then Senior VP, then Executive VP, then Division President, and then you will feel empty until you move into the holding pattern awaiting to be ordained C-Level.

If you long for a game changer, you are likely Waiting for Godot.  No matter what you achieve in the here, there will always be a there, and another there behind it.  The solution is all too simple: stop deceiving yourself into believing today’s milestone somehow miraculously is The One that Solves The Problem.  It’s not.  It never is.  My apologies, but the system is designed that way.  It wants you to think there is a short-term fix to the long-term problem, but that’s just so you will work even harder at breaking the back of the short-term fix, which is what the system wants you to do, because it needs the short-term fix more than you do, and your motivation is a conduit to the short-term fix.  That’s the dangling carrot in front of the carriage, but you know, if the horse gets the carrot, there’s no reason for it to keep pulling the carriage.  Business is much better designed than the carriage, much more complex and enduring, not often second guessed in rapid succession.

Try this instead of projecting the fanciful: run a search and replace in your vocabulary for “If I just…” with “Because it’s now…”  Instead of “If I just get over this hill…” think in terms of “Because it’s now, I am going to observe everything I can on the way up this hill to see what is around me.”  Instead of “If I just get this promotion…” think in terms of “Because it’s now, I have the opportunity and ability to show my boss and peers my creativity in the otherwise crushing task I don’t know why I accepted.”  Instead of “If I just hold onto the stock a while longer…” think in terms of “Because it’s now I have ownership in a great company where my talents can add value to the mix every day.”  You get the idea, all you are doing is reframing the context of the exact same challenge you are taking on, but instead of seeing it as an exit strategy, you begin to see it as a continuum.

There is a very good reason this is more than semantics, more than some guru espousing the power of positive thinking (author’s sidebar: if you know me, you know I am not that guy).  Almost all of leadership stems from the ability to inspire and motivate.  If you can’t inspire and motivate yourself, your chance of helping others in this capacity is really quite low.  And I am understating how low that low can be.

There really is only one truly important career-making question I think we need to answer on a regular basis to keep climbing hill after hill as a journey rather than a series of destinations, a marathon instead of a series of sprints.  Try asking yourself at the end of each day, “What did I learn today?”  If you don’t have a good answer, try again tomorrow.  If a week or a month goes by and you still don’t have an answer, you are likely in a dire situation.  While you might be awaiting an “If I just…” moment, the people around you might be getting better at what they do, possibly at your expense.  In a flourishing environment, everyone learns together, that is The Journey.  If the environment is not flourishing, you may have a bigger problem than you think, it might be time to tackle that.  If you are in a flourishing environment and you are not flourishing, it probably is time to hear the words, “Because it’s now…”  Trust me on this, you don’t have much time, and any time you lose, you aren’t getting back.

When we enter the work force we think it is about what we get in compensation, perks, awards, and acknowledgment.  Each time those carrots get a little tastier, we realize that extrinsic rewards are soon supplanted and eventually replaced by intrinsic satisfaction.  That is when we come to understand that The Journey itself is why we set out on this path, not for what is at the end of the path, we don’t have a clue when or where that is.  The Journey itself is The Reward, because it constantly opens our eyes, teaches us, surprises us, allows us to see what was always there, and make better decisions to help others get down the trail with less deception and more learning.  With that Journey will certainly come material bounty, all facets of the “If I just…” mode of thinking.  Yet if you’re not seeing The Journey as its own Reward, you aren’t only missing the most important motivation of all, you might be stuck in the lobby for the whole show.

Every day will not bring party time, we all know that, and truth be told, setbacks will always outnumber successes, the math makes it so.  To revel only in successes is to allow ourselves to be consumed by the setbacks.  “Because it’s now…” makes all setbacks part of success.  That to me seems like an easier hill to climb, especially because we now understand, the hill we are climbing only trends upward for a reason — to see who figures it out, and what they do with that knowledge when they discover it.

Earn Each Moment.

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This You Must Do

Say What You Are Going To Do, Then Do It
by Ken Goldstein
Ninth in a Series of Ten

Of all the many lessons I have learned over the years in watching the difference between success and failure, this tiny bit of advice is the most basic concept, the easiest to understand, the most consistently impactful, and the most abused and violated. It comes down to this — all we have is our word. Credibility, trust, betting on talent, in the final analysis, it just does not get any more understandable than this:

Winners say what they are going to do, and then they do it.

Successful people don’t mince words, they are clear. They know themselves what matters, and they share that information with utter transparency to all with whom they come in contact. Then, having made a statement of purpose or declaration of intent, they put action behind their words. Successful people do not do this from time to time, they do it all the time. They do not differentiate claims and actions by tiers, they are predictably consistent. When you know someone believes what they are saying, and then will do what they say, you will follow them, you will invest in them, you will believe in them, and you will stick by them.

How hard or easy is this to pull off? Let’s start with the easiest of all possible promises. You bump into someone at a party, the mall, or a sporting event. You haven’t seen them in a while. You talk briefly but you are in a hurry. In departing, you say, “I will call you for lunch.”  Contrary to the Los Angeles standard exported lexicon, “I will call you for lunch” is not the same thing as saying, “Goodbye, I have to go now.” If “Goodbye, I have to go now” is what you mean, then say that, not a problem. It’s honest, it’s true, and it comes with no attachment. How many people have told me they will call me for lunch and then don’t? Too many. Would I do business with them? Probably not. If they can’t follow-up on a suggested lunch, how can I expect they will follow-up on anything more important?

Now let’s step it up. In order to get back to a task you think is more important than the one your boss is asking you about, you say to your anxious boss, “I will get you a report on that before the end of the week.” You have escaped, and perhaps you believe your boss will forget you said that. Your boss will not forget that, and the end of the week is Friday or Saturday, not Monday or Tuesday or never. Do you reinforce what you promised by doing it, or do you let it slide? If you really, really get jammed up, do you call or see your boss before the end of the week and ask forbearance, reminding your boss that you made a promise but suggesting that you have some other critical matters at hand and would like to re-prioritize this if possible before the deadline comes. How many people get this right? I promise you, not enough.

Here’s another step up. In a team meeting everyone agrees on a set of tasks. The engineers will write program code to execute a set of features, the marketing managers will develop collateral to evangelize that set of features, the sales representatives will tell their customers that this set of features is coming and when. Meeting adjourned, break huddle. A week later, the engineers got a better idea and developed a different set of features that are much more cool, the marketing managers created an online brochure and email campaign that described a set of features they always wanted but were never discussed, and the sales representatives secretly always hated the entire concept so they just never told any of the customers anything at all. How are we doing there? Some teamwork, huh? No alignment, no success path.  Happens every day.

Let’s step it up again. You are the CEO or CFO, you give earnings guidance to the street of $0.26 per share. On the earnings call you report $0.13, some unexpected problems emerged subsequent to your guidance. What do your shareholders think now? They think you missed your own guidance. You would have been better off not giving any guidance than giving poor guidance. In fact, saying “We don’t give guidance” is a strategy that many companies utilize, because they don’t want to be in a position of creating lack of faith in their understanding or leadership. So they say what they are going to do, not give guidance, and they do that. It may not be satisfying to everyone who follows the company, but it is honest and consistent, much better than being wrong by a factor of 50%.

What is the through line in all four of these cases? Dependability. It does not matter if it’s a promise for lunch, a promise to deliver a report, a promise to own a subset of a team’s tasks, or a promise on corporate performance to shareholders. The winning case is the one that builds trust and confidence, however simple or complex. I had the privilege to work for one of the most successful corporate CEOs of all time, and when he said he was going to do something, he did it, without a reminder, regardless of the circumstances under which he made the commitment, however casual. If he could do that with his schedule, how could I not be expected to do the same? It was a cultural mandate, and it built a bond I hold to this day.

How many people get this right? So few I could make you cry.  A student tells me they are going to send me their resume and they forget.  A colleague tells me they are going to have a friend they know look at our product proposal for feedback and they don’t. An employee tells me the current approach we are taking is wrong and I invite them to submit a better idea, never hear from them again.

Want to leap ahead of the pack? Save this point, glue it to your forehead, make it religion. Just by saying what you are going to do and then doing it — right or wrong, good or bad — you are leaping to the front of the line. You may think I am kidding and I am not. Other tasks are hard, this one really is that easy. Yes, Just Do It.