Always Look on the Bright Side

I’ve always been a glass half full, look at the bright side kind of guy. Just feel like life is more pleasant when I feel cheery. Seems to make others around me feel better too. No one likes to hear someone whine.

So I read Bright-Sided, How the Relentless Promotion of Positive Thinking has Undermined America, by Barbara Ehrenreich. Ehrenreich debunks much of the science and quasi-religious positive thinking movement and the damage it has done. I think she’s on to something. Parts of Corporate America seem to have embraced a kind of feel good, positive thinking kind of mentality that can be a bit creepy. All those Successories posters on the walls, motivational speakers, executive coaches, weird off-site retreats, etc. Makes you wonder if it enforces a culture where it’s difficult to question the status quo or any new initiative.

A consulting company I once worked for decided that it would be a great idea to produce a series of videos on our process. A way to ‘make money while we are sleeping’ (a dream of many consultants who feel tied to billable hours). Cost estimates and sales forecasts were prepared. I thought they were wildly over optimistic and said so. As a result, I was viewed as ‘negative’ and ‘not a team player.’ Of course, I was right (why else would I tell the story?). We lost our shirt on those videos. But, those responsible still viewed me as negative. The moral dilemma is, do I say something or just keep my nose to the grindstone when I think everyone else is drinking the Kool-Aid? I'm glad I spoke up and even more glad that I left the company and started my own.

I'm still going to be cheerful. And I'm going to continue to look at the positive side of any new idea (it's what I do). But, I'm going to remain skeptical of anyone who tries to prescribe positiveness for others. If I choose to be positive, it is my choice. But I don't think it's my place to make you be positive if you are not so inclined. Different Drums for Different Drummers. We need cheerleaders and we need skeptics. Both play key roles. That's my take on it.

Buying Local

Focus Group of One Department
Three brief stories about local customer service versus national chains:
1. Went to buy a new computer. Thought, "Ok, I'll shop at my local independent Mac store (not the Apple Store). They will take an interest in me and I'll get better service than the Apple store, or the big box or online." Wrong. Had a lousy experience. Wound up returning the $1700 iMac but had to pay $250 penalty for opening the box (it couldn't get a wireless signal where I wanted it.). Staples was, by comparison, great. Smart young guy helped me find just what I needed. National Chain 1, Locals 0.

2. Went to buy expensive digital SLR camera for my son for Christmas. Same deal. Went to the local camera store. Owner's son was there to help me, but was not too well informed. He asked his father to help. Owner said, "I'm in the middle of something right now." He was on the computer editing photos! I walked out, bought camera from very knowledgeable guy at national chain. Nationals 2, Locals 0

3. Finally, took my car to local repair guy, rather than the dealer. My last visit to him was when he yelled at me because he was told by his assistant that my problem was one thing when in fact it was another. Nevermind that I had been quite clear. We now get great service from our dealer in a clean comfortable environment. Nationals 3, Locals 0

Why are Locals not more customer-oriented? I've been a business owner. I know that they are under constant pressure to grow revenue in these tough times. I think sometimes the stress gets to them. In theory, they are more caring, but when they are under stress, they get short-sighted. National chains train their people to be customer oriented. The staff is not under the same pressure and can therefore be more helpful.

Discovering Dave Russell

I was recently given a book of poems by Dave Russell, Verses from a Vermont Hillside. Dave spent most of his life as a lathe operator and farmer in rural Vermont. He's now in his mid-90's and only recently stopped cutting his own firewoood. Here's one of my favorites:

The Psalm of David

I am a man; my destiny is in my hands.
Whatever I shall have or be
Whatever I have been,
Is, was, and will be my own doing.

I could blame my failures on luck.
I could lay the fault at my neighbor’s doorstep.
I could say that my wife or family influenced me.

I could thank God for my successes.
I could curse the Devil for my failures,
But to do or say any of these
Is to brand myself a liar

God Has made me what I am,
And God granted our forefathers the foresight
To crystallize the American Dream
And thus blessed me with American freedom.
Beyond this His responsibility ends.

Mine is the task, chose by intent
Or drifted into by default
To be or not to be
The man that God gave me the chance to be.


I passed it along to my friends at the Good Man Project. They want to include the poem on their website, but did not know how to contact him. After thinking about different ways - his grandson has a website, I suggested (drumroll) ....the phone book! I'd forgotten the old days where you looked people up in the phone book or through directory assistance.

George Prince

George Prince, a co-founder of Synectics, died this week. He was a warm, friendly, generous guy. He did not hesitate to reveal his inner thoughts, fears, and failures. Most of us put up barriers with other people, hiding our inner selves. George put his inner self on the outside for all to see. It was totally disarming. I loved the guy.

Career Advice for the Perplexed

Career advice from some of the leading guru’s in the field suggest that one build on one’s strengths and give up on trying to shore up one’s weaknesses. Great advice!

I’ve done an inventory of my skills and have identified three things* which I believe I am world-class at performing:

1. Guessing what time it is without a watch. My wife will often say to me, “What time do you think it is? DON’T look at the clock!” Invariably, I will give the right answer to within about a 15 minute range. Awesome, eh?

2. Finding things (specifically my ear plugs) in the dark. Sometimes I get up in the middle of the night. I take my earplugs out (My lovely wife snores.) and put them on the nightstand. When I return, even though I can’t see a thing, I can put my hands right on the place where those soft spongy things are resting. “So I’ve got that going for me, which is nice.”

3. Filling the coffee maker with water. I make six cups of coffee each morning. I can turn on the faucet in the kitchen and add exactly the right amount of water to make the 6 cups of coffee. First time! No going back to get more and no need to pour the excess water down the drain. I start every day feeling good about myself.

So, of course, the big question is: How do I “monetize” these skills? I am open to suggestions from any of the vast number of readers of this blog.

* I have some other skills (remembering people’s names from grade school, walking with my shoe laces untied, finding free wireless signals, etc.) but these are less unique and I’m probably not really top drawer in these departments.

Outcome-driven Innovation

A client recently recommended "What Customers Want" by Anthony Ulwick. I found it to be one of the more irritating business books that I've read in quite some time. It tirelessly promotes Ulwick's consulting firm and makes boastful claims based on a few unconvincing (at least to me) examples. It claims superiority for its process by setting up very weak strawmen, and then easily dispatching them.

My basic issue with the Outcome Driven Innovation process is that it is extremely tedious and probably mind-numbing, not exactly what one wants when one is trying to be innovative. Ulwick claims to make innovation a scientific process, but he seems to just suck the life out of it with excruciating detail. I know that some people feel more comfortable when the have lots and lots of data to look at. They like things to feel "scientific." But I've found that clarity and a few key insights are more valuable for generating new ideas.

Gerry Katz of Applied Marketing Science has written an excellent analysis to Outcome Driven Innovation, which you can read by Googling his name and the topic. Gerry and his cohorts did a side by side comparison of ODI with Voice of the Customer. Thanks, Gerry.

How to Irritate a Baby Boomer

Want to know how to irritate us irritable baby boomers in three easy steps?
1. Assume that we are all alike.
2. Assume that we are all fat and out of shape and can't get into or out of a car.
3. Assume that we all love the Beatles and are nostalgic about Woodstock.

I could go on....

Today's Boston Globe Automotive Section has an article "Automakers Race to Keep up with Boomer's Needs." It contains gems like this one: "Ford has its designers and engineers wear a 'third age suit' when creating features and systems for its cars. It's a heavy, bulky suit that limits muscle and joint movement to simulate the aging process, including stiff foot pads, anlke braces, knee and back braces, elbow and hand braces, rubber gloves, a neck brace and yellow tinted glasses that magnify glare. Once strapped in, designers get in prototype vehicles to see how weel they can see, turn, back uup, reach and use all the knobs, buttons and handles in the car." AWESOME! Just what I want!

No wonder the car companies are in trouble. Lowest Common Denominator approach to car design. No Boomer that I know owns or wants to own a geriartic car.

I once met Tom Matano, the designer of the Mazda Miata. He knew how to design a car. "We want to get so close to the customer that we can smell the liverwurst sandwich that he ate for lunch." He listened intently to real customers. He understood how boomers see themselves. He understood that in Japan, cars were seen as an industrial product - they were boring. He understood that in America, cars were a reflection of one's personality. He test marketed the car by driving it to a nearby shopping mall and parking it by the curb. As he drove off, people were literally chasing him to find out what kind of car it was.