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Archives for July 2020

Leaders Need to Be Strong and Avoid Instilling Fear

July 14, 2020 By Nagesh Belludi Leave a Comment

Fear is many a leader’s dirty little secret. He can use it when he’s either unwilling or unable to persuade his team to work together to achieve a specific goal.

Sure, fear gets results. However, it does so at a great cost.

Fear can be enormously helpful for spurring change, particularly during periods of acute threat. But fear can backfire under certain circumstances, especially when creativity is necessary. Using fear and intimidation as a motivator only shuts down people’s brains.

People don’t always think and act rationally when they’re afraid. Fear and anxiety make it more difficult to have their energy and enthusiasm to keep going.

A leader needs to be strong without instilling fear. Often all a leader can do to motivate people is to foster a workplace wherein people feel safe bringing themselves to work.

People can contribute, be creative, and be motivated internally. There’s no need to watch them like a hawk, micromanage excessively, track every move they make, question every decision, or enact rules that make people feel constrained and under surveillance.

Idea for Impact: Steer clear of a tyrannical management style. Use feedback and coaching to be considerate and encouraging whenever you can be, and tough when you must be.

Wondering what to read next?

  1. Don’t Push Employees to Change
  2. The Speed Trap: How Extreme Pressure Stifles Creativity
  3. Eight Ways to Keep Your Star Employees Around
  4. Never Criticize Little, Trivial Faults
  5. Fire Fast—It’s Heartless to Hang on to Bad Employees

Filed Under: Managing People Tagged With: Coaching, Conflict, Feedback, Great Manager, Leadership, Mentoring, Motivation, Workplace

How to Develop Customer Service Skills // Summary of Lee Cockerell’s ‘The Customer Rules’

July 13, 2020 By Nagesh Belludi Leave a Comment

Becoming great at customer service doesn’t require you to excel at a zillion things. You’ll just need to identify the core principles and get the basics right.

“At the end of the day, everything a business leader does is in the service of customer service … the customer always rules, and there are Rules for winning customers, keeping customers, and turning loyal customers into advocates and emissaries for your business,” writes Lee Cockerell in his prescriptive manual on The Customer Rules: The 39 Essential Rules for Delivering Sensational Service (2013.)

Cockerell is a veteran of the hospitality industry and an eminent corporate trailer. He spent eight years with Hilton, 17 years with Marriott, and 16 years with the Walt Disney. Before retirement, he was the executive vice president of operations at Walt Disney World in Florida and oversaw the resort’s 40,000 employees at 20 hotels, four theme parks, and two water parks.

Non-obvious Customer Service Insights

Cockerell structures his guidebook along 39 tips to serve customers with consistency, efficiency, creativity, and sincerity. He glosses over everything—hiring right, communicating a clear and relevant customer promise, fostering a customer-oriented culture, and creating a superior employee experience. Those employees can deliver a great customer experience, respond to complaints, and practice verbal skills to express empathy.

  • Make customer service every employee’s responsibility. Everything every employee does can have tremendous repercussions on the service your customers receive, and therefore your bottom line. “Pay close attention to every decision you make, every policy you announce, every procedure you introduce, every person you hire, every promotion you award, every e-mail you send, every conversation you have, every hand you shake, and every back you slap.”
  • You win customers one at a time and lose them a thousand at a time. Satisfied customers will spread the word only if they’re truly blown away their experience. Angry customers are “far more motivated to shout about their feelings, and furious exposes get a lot more attention than glowing testimonials. Humans are wired to pay more attention to the negative than the positive.”
  • Anticipate your customers’ needs. Discover what customers aren’t getting from your competitors and give it to them. Customers’ problems are a good source of business innovations. “Great businesses stand out by being different from the rest in the right way: by finding customer needs that are going unmet and figuring out a way to meet them.”
  • Keep an eye on your competitors. Be a copycat. Look outside your industry for great ideas and tweak them for their own purposes. “Don’t just imitate; pay attention to everything around you, spot the best ideas, and then find a better way to apply them.”
  • Treat customers the way you’d treat your loved ones. “First and last impressions have a tremendous influence on a customer’s lasting impression. A cheery hello and a sincere good-bye can leave a customer with a memory of a positive experience, regardless of what happens in between.”
  • Treat every customer like a regular. Familiarity breeds repeat business. “Do whatever you can to make regular customers feel like family and new customers feel like regulars. Remember the theme song from the TV series Cheers? Don’t you want to go “where everybody knows your name, and they’re always glad you came”? Make all your customers feel that you’re really glad they came.”
  • Prioritize WIN, “what’s important now,” your customers’ immediate needs, desires, and concerns. “Even a nod, a gesture, some brief eye contact, a pleasant “I’ll be right with you. Please make yourself comfortable”—that’s all it takes. People want to be acknowledged.”
  • Surprise your customers with a little extra when they least expect it. Neuroscientists have confirmed that the human brain “craves the excitement of surprise. The region of the brain called the nucleus accumbens, aka the pleasure center, experiences more activation when a pleasurable stimulus comes unexpectedly than it does when the same pleasure is predictable. “So if you get a present for your birthday, that’s nice. But you’ll like it a lot more if you get a present and it’s not your birthday.””
  • Don’t try too hard. “Being excessively solicitous and eager to please is annoying.” It makes you seem phony. “Think how annoying it is when a server at a restaurant stops by your table every five minutes to ask if everything’s okay with your meal.” No one likes to be pestered constantly. “If your customers have to stifle the urge to scream, “Go away!” or, “Leave us alone!” you’re trying too hard.”

Recommendation: Read Lee Cockerell’s The Customer Rules. With plenty of anecdotes, experiences, and very short no-nonsense chapters, this book is an enjoyable summary of the many simple—but often overlooked—first principles of building a customer-oriented culture and delivering great customer service.

Wondering what to read next?

  1. How Ritz-Carlton Goes the Extra Mile // Book Summary of ‘The New Gold Standard’
  2. Consistency Counts: Apply Rules Fairly Every Time
  3. Putting the WOW in Customer Service // Book Summary of Tony Hsieh’s Delivering Happiness
  4. From the Inside Out: How Empowering Your Employees Builds Customer Loyalty
  5. How to Promote Employees

Filed Under: Career Development, Mental Models Tagged With: Coaching, Courtesy, Customer Service, Human Resources, Likeability, Performance Management

Inspirational Quotations #849

July 12, 2020 By Nagesh Belludi

Not a mother, not a father will do so much, nor any other relative; a well-directed mind will do us greater service.
—The Dhammapada (Buddhist Anthology of Verses)

As the sun is best seen at his rising and setting, so men’s native dispositions are clearest seen when they are children, and when they are dying.
—Robert Boyle (Irish Scientist, Philosopher)

What would your good do if evil didn’t exist, and what would the earth look like if all the shadows disappeared?
—Mikhail Bulgakov (Russian Novelist, Dramatist)

Eagles don’t flock–you have to find them one at a time.
—Ross Perot (American Businessman)

It is sinful to even see the face of a man who does not feel his friend’s pain. Treat your own mountain-like pain as though it were a speck. Treat your friend’s speck-like pain as though it were a mountain.
—Tulsidas (Indian Hindu Poet)

When people ask for time, it’s always for time to say no. Yes has one more letter in it, but it doesn’t take half as long to say.
—Edith Wharton (American Novelist, Short-story Writer)

At 46 one must be a miser; only have time for essentials.
—Virginia Woolf (English Novelist)

Hair is another name for sex.
—Vidal Sassoon (Anglo-American Hairstylist)

I know of no safe repository of the ultimate power of society but people. And if we think them not enlightened enough, the remedy is not to take the power from them, but to inform them by education
—Thomas Jefferson (American Head of State)

It is no use to blame the looking glass if your face is awry.
—Nikolai Gogol (Russian Novelist, Dramatist)

Fine feathers make fine birds.
—Aesop (Greek Fabulist)

Remember that you don’t have to like or admire someone to feel compassion for that person. All you have to do is wish for that person to be happy.
—Thanissaro Bhikkhu (American Buddhist Monk)

Leaders learn by leading, and they learn best by leading in the face of obstacles. As weather shapes mountains, problems shape leaders.
—Warren Bennis (American Management Consultant)

To see victory only when it is within the ken of the common herd is not the acme of excellence.
—Sun Tzu (Chinese Military Leader)

The ability to express an idea is well nigh as important as the idea itself.
—Bernard M. Baruch (American Financier)

All successful revolutions are the kicking in of a rotten door. The violence of revolutions is the violence of men who charge into a vacuum.
—John Kenneth Galbraith (American Economist)

Sometimes the easiest way to get something done is to be a little naive about it.
—Bill Joy (American Computer Engineer)

Filed Under: Inspirational Quotations

Good Boss in a Bad Company or Bad Boss in a Good Company?

July 9, 2020 By Nagesh Belludi 1 Comment

Who would you work for: a good boss in a mediocre company or a bad boss in a good company?

Without a doubt, your boss matters more than you realize. Having a good boss is one of work-life’s greatest experiences. A good boss can make work fun and meaningful and enriching.

Alas, the system of finding jobs is designed to let bosses pick employees, not the other way. You can’t expect to work at all times under a good boss.

Neither will you always have a chance to choose your boss (or your subordinates for that matter.) You’ll need to learn to get along with all sorts of people.

The Surprising Benefits of a Bad Boss

There’re quite a few reasons you’ll be better off for having endured a boss who’s insensitive, moody, manipulative, bad-tempered, or just plain incompetent.

  • If the boss is very good at doing something that you aspire to become good at, it worth your while to learn from a master in action. Vogue editor-in-chief Anna Wintour, portrayed brilliantly by actress Meryl Streep in the movie The Devil Wears Prada (2006,) may be a terrible pain to work for, but she knows more about the fashion business than just about anybody else. Working as her assistant is a priceless experience, not to mention the exposure to some of the most influential people in the world of fashion.
  • If you have your antennae up, you can learn a lot about good management by working under a bad manager.
  • A stint at a company with an excellent reputation will give you a precious career credential down the road.

A Bad Boss Doesn’t Last Forever

All bosses—good and bad—will leave in due course. They’ll move up, out, or sideways. Organizational changes are widespread in good companies, and personnel departments tend to identify bad bosses and move them around.

Most companies make it easy to move between teams and groups. You can network your way into a fresh opportunity—perhaps with a better boss—within the company.

Think in terms of short-term pains and long-term gains. For the time being, working for a bad boss can a nightmare even in a good company. But in the long-term, until you or your boss can move on, you’ll have to make the best of the learning and networking opportunities.

You Can’t Always Pick Your Own Boss

Be mindful of the organization’s perception of you—do not allow your rocky relationship with your boss to typecast you as a “can’t-get-along.”

One of the best things about working in good companies is networking and becoming known to the people who matter. You can seek doors to new worlds, look for mentors who can guide your career’s progress, and scout job opportunities in other departments. Managers tend to fill up many internal job openings with candidates they have in mind already.

Wondering what to read next?

  1. The Good of Working for a Micromanager
  2. Don’t Be Friends with Your Boss
  3. You Can’t Serve Two Masters
  4. No Boss Likes a Surprise—Good or Bad
  5. What to Do When Your Friend Becomes Your Boss

Filed Under: Career Development, Managing People Tagged With: Getting Along, Great Manager, Managing the Boss, Social Life, Winning on the Job, Workplace

Sometimes You Should Stop Believing // The Case Against Hope

July 6, 2020 By Nagesh Belludi Leave a Comment

Hoping for outcomes that are almost unfeasible is misleading—for example, hoping that you’ll win the lottery or that the victims of some deadly accident have somehow survived.

There is something about giving up hope and accepting the reality that is comforting

Research has suggested that letting go of hope can often set you free. For example, folks who hope for a miraculous therapy for a terminal disease are less happy than those who accept the hopelessness of the situation.

The life of the Holocaust survivor and psychiatrist Viktor Frankl is particularly illustrative of the difference between false and realistic hope. When confronted by the reality of the Auschwitz and Kaufering concentration camps, Frankl did not wish to dig his way out of his prison. Instead, he acknowledged the bleak reality of the concentration camps, and hoped vaguely for something feasible and sensible—that the war could end and he may be set free. Frankl, who later established logotherapy, famously helped his fellow prisoners bear the horror around them by urging them to contemplate the lives they may lead after the war.

False Hope is Delusional, Realistic Hope is Worthwhile

Yes, hope can be life-affirming. It can give you the impetus to keep on in the face of struggle and disappointment. Hope—underpinned by hard work—is what made many a great achievement possible, from inventing life-changing drugs to dismantling racial segregation.

But false hope is deadly. It can shackle you to an outcome you long for but cannot achieve.

False hopes lead to disappointment. If you hope to become an eminent actor or a great chess player, your expectations are bound to be dashed. It’s much better to hope that you’ll enjoy acting or playing basketball and acknowledge the inadequacies you can’t overcome.

Don’t rehash false hope as optimism. Characterize it for what it is: the sweet illusion of denial. Don’t be fooled by the unbridled optimism espoused by our hope-obsessed culture.

False hope locks you into a concept—of people, situation, job, culture—that has little bearing on the reality. False hope will bind you to the idea of what could be, instead of what is.

Idea for Impact: Sometimes you should stop believing. Giving up hope and embracing reality can set you free. False hope is futile.

Wondering what to read next?

  1. This May Be the Most Potent Cure for Melancholy
  2. Embracing the Inner Demons Without Attachment: The Parable of Milarepa
  3. Seven Ways to Let Go of Regret
  4. Anger is the Hardest of the Negative Emotions to Subdue
  5. Learn to Manage Your Negative Emotions and Yourself

Filed Under: Living the Good Life, Mental Models Tagged With: Attitudes, Emotions, Mindfulness, Resilience, Wisdom, Worry

Inspirational Quotations #848

July 5, 2020 By Nagesh Belludi

A man should be able to hear, and to bear, the worst that could be said of him.
—Saul Bellow (Canadian-born American Novelist)

Homesickness is… absolutely nothing. Fifty percent of the people in the world are homesick all the time… You don’t really long for another country. You long for something in yourself that you don’t have, or haven’t been able to find.
—John Cheever (American Novelist)

My main point today is that usually one gets what one expects, but very rarely in the way one expected it.
—Charles F. Richter (American Physicist, Geologist)

That’s how it is sometimes when we plunge into the depths of our lives. No one can accompany us, not even those who would give up their hearts for our happiness.
—Chitra Banerjee Divakaruni (Indian-born American Novelist)

In order to acquire intellect one must need it. One loses it when it is no longer necessary.
—Friedrich Nietzsche (German Philosopher, Scholar)

Humanity is not the last rung of the terrestrial creation. Evolution continues and man will be surpassed. It is for each individual to know whether he wants to participate in the advent of this new species.
—Mirra Alfassa (French-Born Indian Spiritual Guru)

All my life I believed I knew something. But then one strange day came when I realized that I knew nothing; yes, I knew nothing. And so words became void of meaning. I have arrived too late at ultimate uncertainty.
—Ezra Pound (American Poet, Critic)

Truth is best (of all that is) good. As desired, what is being desired is truth for him who (represents) the best truth.
—Zoroaster (Persian Religious Leader, Prophet)

Above all, don’t lie to yourself. The man who lies to himself and listens to his own lies comes to such a pass that he cannot distinguish the truth within him, around him, and so loses all respect for himself and others.
—Fyodor Dostoyevsky (Russian Novelist)

If a man does not have an ideal and try to live up to it, then he becomes a mean, base and sordid creature, no matter how successful.
—Theodore Roosevelt (American Head of State)

Religion is the possibility of the removal of every ground of confidence except confidence in God alone.
—Karl Barth (Swiss Protestant Theologian)

We all have a duty to do good. And this commandment for everyone to do good, I think, is a beautiful path towards peace.
—Pope Francis (Religious Leader)

Friendships aren’t perfect and yet they are very precious. For me, not expecting perfection all in one place was a great release.
—Letty Cottin Pogrebin (American Writer)

Filed Under: Inspirational Quotations

We Live in a Lookist Society

July 2, 2020 By Nagesh Belludi Leave a Comment

From Irmgard Schlögl’s The Wisdom of the Zen Masters (1976,)

Wealthy donors invited Master Ikkyū to a banquet.

The Master arrived there dressed in beggar’s robes. His host, not recognizing him in this garb, hustled him away: “We cannot have you here at the doorstep. We are expecting the famous Master Ikkyū any moment.”

The Master went home, there changed into his ceremonial robe of purple brocade, and again presented himself at his host’s doorstep.

He was received with due respect, and ushered into the banquet room. There, he put his stiff robe on the cushion, saying, “I expect you invited the robe since you showed me away a little while ago,” and left.

That what you wear affects how others will perceive you is well-known empirically and has been established in scientific literature. People dressed conservatively, for example, are seen as more composed and trustworthy, whereas those dressed bold and suave are viewed as more attractive and self-assured. Women who wear menswear-inspired dress suits are more likely to be perceived well in job interviews. Men are shown to misperceive women’s friendliness as sexual intent, particularly when the women are dressed suggestively.

In the Second Quarto (1604) of Hamlet, Shakespeare, in the voice of the Polonius, declares, “For the apparrell oft proclaimes the man.” Mark Twain seemingly pronounced, “Clothes make the man. Naked people have little or no influence on society.”

Several maxims remark about the notion that an individual’s clothing is confirmation for his/her personal, professional, and social identity:

  • In Egypt: “لبس البوصة، تبقى عروسة” or “Dressing up a stick turns it into a doll”
  • In China: “我们在外面判断这件衣服, 在家里我们判断这个人” or “Abroad we judge the dress; at home we judge the man”
  • In Japan: “馬子にも衣装” or “Even a packhorse driver would look great in fine clothes”
  • In Korea: “옷이 날개다” or “Clothes are wings”

Idea for Impact: We live in a lookist society. Always dress the part. Ignore this at your own peril.

Wondering what to read next?

  1. Accidents Can Happen When You Least Expect Them: The Overconfidence Effect
  2. How to Turn Your Fears into Fuel
  3. Increase Paranoia When Things Are Going Well
  4. Situational Blindness, Fatal Consequences: Lessons from American Airlines 5342
  5. The Deceptive Power of False Authority: A Case Study of Linus Pauling’s Vitamin C Promotion

Filed Under: Sharpening Your Skills Tagged With: Biases, Confidence, Etiquette, Getting Ahead, Mindfulness, Parables, Workplace

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About: Nagesh Belludi [hire] is a St. Petersburg, Florida-based freethinker, investor, and leadership coach. He specializes in helping executives and companies ensure that the overall quality of their decision-making benefits isn’t compromised by a lack of a big-picture understanding.

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Unless otherwise stated in the individual document, the works above are © Nagesh Belludi under a Creative Commons BY-NC-ND license. You may quote, copy and share them freely, as long as you link back to RightAttitudes.com, don't make money with them, and don't modify the content. Enjoy!