• Skip to content
  • Skip to primary sidebar

Right Attitudes

Ideas for Impact

Motivation

How to Turn Your Fears into Fuel

May 3, 2021 By Nagesh Belludi Leave a Comment


Self-doubt is an Important Motivator

It doesn’t matter how successful creative people actually achieve. Feeling inadequate is a common malady in showbiz.

Barbra Streisand avoided live performance for 27 years.

Adele has said, “I’m scared of audiences. My nerves don’t really settle until I’m off stage.” Her concerts mean so much that she fears letting her audience down.

Kate Winslet has admitted, “Sometimes I wake up in the morning before going off to a shoot, and I think, I can’t do this; I’m a fraud. They’re going to fire me—all these things. I’m fat; I’m ugly.”

Otis Skinner, one of the great 19th-century matinee idols, once told his daughter Cornelia “Any actor who claims he is immune to stage fright is either lying or else he’s no actor.”

These superstars are not alone. Michael Gambon, Meryl Streep, Kenneth Branagh, Richard Burton, Fredric March, Andrea Bocelli, Ewan McGregor, Steven Osborne, Derek Jacobi, Stephen Fry, Eileen Atkins, Maureen Stapleton, Ian Holm, Renee Fleming, Carly Simon, Marilyn Monroe, Ellen Terry, Rod Stewart, and Peter Eyre—even actor-trainers such as Lee Strasberg and Konstantin Stanislavsky—have suffered from varying degrees of stage fear.

Fear is a universal problem.

Give voice to your fear self-doubt & take action

Many icons suffer from stage fear, often from the weight of expectation that their reputations place upon them. They throw up, feel paralyzed, or break into cold sweats. Adele once got so unnerved that she escaped from the fire exit at an Amsterdam concert venue.

Consider actor Laurence Olivier, who suffered stage fright even in his sixties when he was the world’s most revered stage performer. Even at the pinnacle of his fame, the National Theatre’s stage manager had to prod Olivier onstage every night.

Laurence Olivier suffered five years of agonizing dread following a press night in 1964, when he found his voice diminishing and the audience “beginning to go giddily round.” He developed strategies. When delivering his Othello soliloquies, he asked his Iago to stay in sight, fearing, “I might not be able to stay there in front of the audience by myself.” He asked actors not to look him in the eye: “For some reason, this made me feel that there was not quite so much loaded against me.” The venerable Sybil Thorndike gave him trenchant counsel: “Take drugs, darling, we do.”

As a sidebar, when Olivier made his stage debut playing Brutus at a choir school in London, Thorndike was in the audience. After seeing Olivier on stage for just five minutes, she turned to her husband. She declared, “But this is an actor—absolutely an actor. Born to it.”

Focus on what needs to be done & break the shell of fear and self-doubt

Some of our most admired icons experienced self-doubt—even Abraham Lincoln and Mahatma Gandhi. What distinguishes most successful people is that they engage their fear. They accept that diffidence and adrenalin rush are something that they must deal with.

Interestingly enough, it’s often the mature performer, not the novice, who’s most likely to succumb to a seizure of nerves. However, superstars know in their heart of hearts that fear of inadequacy isn’t shameful. It’s normal. It’s part of the profession. It’s human.

Successful people know how to turn anxiety into energy. They take steps to minimize adverse effects. Through action, they transform their fear into vitality. Fear becomes fuel. They refuse to let their fears get in the way of their goals and success. They overcome fear through the love of the work and channel the sense of the audience’s or constituency’s expectation and goodwill into their best performance.

Idea for Impact: Don’t Fear it, Embrace it.

It’s natural to feel apprehensive when embarking on any venture. Don’t drown in a sea of self-doubt.

Overconfidence can take the edge off the feeling that you need to work hard. It’s ironic that high self-confidence, so often advised as the cure for low achievement, can cause it.

Fear invites you to work harder on your methods, strategies, and skills. It’s undoubtedly more preferable than the alternative. High self-esteem and overconfidence can lead to complacency and no growth. As Nobel laureate Kazuo Ishiguro reminds in The Remains of the Day (1989,) “If you are under the impression you have already perfected yourself, you will never rise to the heights you are no doubt capable of.”

Focus on turning your fears into positive motivators to improve your work. Action transforms anxiety into energy. The “angels” want you to succeed.

Wondering what to read next?

  1. What Are You So Afraid Of? // Summary of Susan Jeffers’s ‘Feel the Fear and Do It Anyway’
  2. How to Face Your Fear and Move Forward
  3. Fear Isn’t the Enemy—Paralysis Is
  4. Resilience Through Rejection
  5. Nothing Like a Word of Encouragement to Provide a Lift

Filed Under: Mental Models, Sharpening Your Skills Tagged With: Anxiety, Attitudes, Confidence, Fear, Mindfulness, Motivation, Parables, Personal Growth, Procrastination, Risk, Wisdom

Make Time to Do it

April 8, 2021 By Nagesh Belludi Leave a Comment

Think about how these two declarations sound:

  • “Let me make time to do it.”
  • “Let me find time to do it.”

If you asked someone to do something, which response seems more convincing and persuasive?

When someone says they’ll make time to do something, you sense they’ll give the matter a feeling of priority. It implies that they’ll prioritize.

On the other hand, if someone says they’ll find time, it appears like they’ll hope to find a gap where they may fit you in—if they can remember what it is you asked them to do.

Often language—particularly self-talk—can have a way of revealing truths about values and priorities. The expression “I’ll make time” shows how the idea of time management only matters to how important the stuff is that’s competing for your time.

Idea for Impact: You know something is important when one makes time for it.

Think carefully about what you make time to do versus what you find time to do. The essence of time management is to prioritize.

Wondering what to read next?

  1. Personal Energy: How to Manage It and Get More Done // Summary of ‘The Power of Full Engagement’
  2. Ask This One Question Every Morning to Find Your Focus
  3. The Mental Junkyard Hour
  4. This ‘Morning Pages’ Practice is a Rebellion Against the Tyranny of Muddled Thinking
  5. Keep Your Eyes on the Prize [Two-Minute Mentor #9]

Filed Under: Sharpening Your Skills Tagged With: Conversations, Discipline, Getting Things Done, Mindfulness, Motivation, Resilience, Stress, Task Management, Time Management

Five Ways … You Could Prevent Clutter in the First Place

March 17, 2021 By Nagesh Belludi Leave a Comment

  1. Go paperless. Arrange for electronic delivery of all your bills and bank statements. Organize important papers into a filing system. Gather anything you want to keep for future reference and scan it to a computer. Shred or recycle the rest.
  2. Look out for clutter magnets, those areas of your home or office that become enticements for clutter: the kitchen counters, the dining-room table, the chest in the hallway, a chair in the bedroom, and the ‘floordrobe.’ Place a crate near your closet where discarded garments can land until they can be sorted.
  3. Turn down freebies. Before taking commemorative swag at a conference or nabbing hotel toiletries, consider if they’re things you’ll actually use or if they’ll become yet other objects that you’ll have to make space for.
  4. Have a spot for everything. Store related objects together—that’ll spare you the pain of figuring out where things should go, and you can see if there’re already two or more of each item.
  5. Institute a 15-minute quick tidy-up routine every night. Clear the kitchen counter, fold and put away laundry, and toss out the garbage. Save a whole lot of time when it comes to the weekend or deep-cleaning days.

Bonus: Clean-as-you-go throughout the day. Little clean-up routines can make your mind clearer and the time you spend with your loved ones less fraught.

Wondering what to read next?

  1. How to … Make a Dreaded Chore More Fun
  2. How to … Combat Those Pesky Distractions That Keep You From Living Fully
  3. Get Unstuck and Take Action Now
  4. The Surprising Stress-Relief Power of Cleaning
  5. A Guaranteed Formula for Success: Identify Your #1 Priority and Finish It First

Filed Under: Living the Good Life, Sharpening Your Skills Tagged With: Clutter, Discipline, Motivation, Procrastination, Simple Living, Time Management

Five Ways … You Could Stop Procrastinating

March 16, 2021 By Nagesh Belludi Leave a Comment

  1. Don’t rely on motivation. Motivation is fleeting—it comes and goes. While it is advantageous to be motivated, the folks who get things done are those who find a way to work at whatever they are interested in, even when they don’t really feel like doing it.
  2. Banish your inner perfectionist. Remember that many things in your life need not be done perfectly—they’re to be just done … taken to a little bit better shape than before at each baby step. Whatever you need to work on just needs to be an outline, first attempt, rough copy, version 0. It needn’t be perfect.
  3. Picture the future self when you’ve achieved your goals. Figure out the finish line you are aiming at. Visualize what “done” looks like—a sense of achievement? Fame? Getting your co-worker off your back?
  4. Confront your fears. Figure out the underlying cause for procrastination. If it’s fear or if you’re failing overwhelmed, challenge the worst-case scenario by asking yourself, “What’s the worst thing that could happen?” Perhaps you may discover that you’re procrastinating over something that isn’t that important.
  5. Trick yourself into getting started. Say, “I’m not really going to work on this now. I’ll just open the report and make some notes for two minutes.” Beginning a task builds momentum, and seemingly-difficult tasks tend to get easier once you get working on them.

Bonus: Stop trying too hard to overpower yourself into action. Sometimes, getting those other, less-important tasks done first could motivate you.

Wondering what to read next?

  1. How to Banish Your Inner Perfectionist
  2. Did School Turn You Into a Procrastinator?
  3. Separate the Job of Creating and Improving
  4. Why Doing a Terrible Job First Actually Works
  5. Do Things Fast

Filed Under: Mental Models, Sharpening Your Skills Tagged With: Discipline, Getting Things Done, Lifehacks, Motivation, Perfectionism, Procrastination, Time Management

How to Banish Your Inner Perfectionist

January 21, 2021 By Nagesh Belludi Leave a Comment

You have an enemy: a feisty, malign force working against you. It’s the internalized perfectionist. It’s the stream of subversive self-talk urging indecision, doubt, and fear.

The #1 hack to overcoming you perfectionist tendency is to accept that whatever you need to work on just needs to be an outline, first attempt, rough copy, version 0. It needn’t be perfect. You just need to get it to a little bit better shape than before. You can then consider the next baby step.

Idea for Impact: Many things in your life need not be done perfectly. They’re to be done … just done … done to spur more done … not to dwell to perfection.

Your goal now is not to be like a Picasso, Mozart, Steven King, Lebron James, Warren Buffett, or some superstar. All you have to do now is create, edit, fix, or process and get whatever it is you’re working on to the next milestone. Make this a rule.

Wondering what to read next?

  1. Why Doing a Terrible Job First Actually Works
  2. An Effective Question to Help Feel the Success Now
  3. Do Things Fast
  4. What the Dry January Trap Shows Us About Extremes
  5. Ask This One Question Every Morning to Find Your Focus

Filed Under: Living the Good Life, Mental Models, Sharpening Your Skills Tagged With: Decision-Making, Discipline, Getting Things Done, Lifehacks, Mindfulness, Motivation, Perfectionism, Procrastination

Don’t Be as Sad as Saddam // Summary of William McRaven’s ‘Make Your Bed’

January 19, 2021 By Nagesh Belludi Leave a Comment

Admiral William McRaven’s best-selling Make Your Bed: Little Things That Can Change Your Life … And Maybe the World (2017) is one of those enormously successful inspirational books derived from the author’s one famous speech, in this case his 2014 commencement address at the University of Texas-Austin.

McRaven is a retired Navy SEAL. He was the head of the special ops team that killed Osama bin Laden. His book’s central message is exactly what the title proposes—it’s easy to find excuses in our lives. Simple habits, self-discipline, and a large dose of effort can be a framework for personal success and lay the foundations for changing others’ lives.

You need an anchor point for your day, and sometimes that anchor is as a simple as making your bed … If you make your bed every morning, you will have accomplished the first task of the day. It will give you a small sense of pride, and it will encourage you to do another task, and another, and another. And by the end of the day, that one task completed will have turned into many tasks completed.

Once you start your day with a completed task, you feel accomplished, and you feel motivated to keep performing things. Making your bed is thus a reflection of your discipline, your pride, and your habits. And if you’ve had a bad day, you can come at least home to a made bed and put your feet up.

If, instead, you succumb to indifference, you’ll likely carry around the same state of mind for the rest of the day. Making your bed and tidying up sets up the intention and the tone for the rest of the day.

The rest of Make Your Bed is the staple of graduation speeches—personal anecdotes that abruptly end with lessons on initiative, risk-taking, perseverance, hardship, courage. For instance, there’s a chapter on hostage negotiation that tersely ends with, “Life is a struggle … without pushing your limits… you will never know what is truly possible in your life.”

Recommendation: Quick-read Make Your Bed, especially the first chapter. And listen to the University of Texas-Austin commencement address—McRaven’s spoken voice is more uplifting.

With all due respect, beyond the intrigue of McRaven’s rigorous training and stellar experience in the armed forces, Make Your Bed makes a recurring assertion that failure to make one’s bed suggests not mere apathy but some terminal moral decay. For instance, “[Saddam Hussein did not make his bed.] … The road to hell may or may not be paved with good intentions, but the one that leads invariably to illegally annexing Kuwaiti oil fields and gassing thousands of your own people begins with a messy bed.” McRaven’s underlying message might as well be “don’t be as bad and sad as Saddam, just make your bed.”

Wondering what to read next?

  1. Do You Really Need More Willpower?
  2. Seek Discipline, Not Motivation: Focus on the WHY
  3. The Surprising Stress-Relief Power of Cleaning
  4. How to … Make Work Less Boring
  5. Dear Hoarder, Learn to Let Go

Filed Under: Sharpening Your Skills Tagged With: Discipline, Motivation, Procrastination

Intentions, Not Resolutions

January 4, 2021 By Nagesh Belludi Leave a Comment

I think resolutions set you up for failure because they’re usually daunting, and they don’t give you a plan for how to realize what you want to achieve. More to the point, you underestimate how long it’ll take you to kick a bad habit or adopt a good one.

On the other hand, intentions propose paths forward—they can keep you accountable in the process.

Intentions dig into the WHY

Change is hard—change requires real commitment, planning, and follow-through. Intentions help by grounding you to what you can commit to today and tomorrow. Intentions will remind you of the kind of person you want to be and the kind of life you want to live.

Intentions don’t demand perfection, and intentions leave some room for error. Intentions will help you commit yourself and not fill you with guilt and shame if you fall off the wagon for a short period. With intentions, you can anticipate lapses and plan for them.

Setting intentions and then taking action becomes an exciting path of self-discovery rather than a guilt-trap set up with broken resolutions.

Idea for Impact: Set Intentions Instead of Yearly Resolutions

Put less pressure on yourself and set yourself up for success by making regular daily, weekly, and monthly intentions. Once you set the intention, focus on getting to the first step. Then, regroup and think about step two. This way, you target short-term achievable results, and the intention orients you.

Don’t make intentions for the entire year. It’s just hard to keep up with something and stay excited about it year-round.

Wondering what to read next?

  1. Change Your Mindset by Taking Action
  2. Just Start with ONE THING
  3. Use Friction to Make or Break Habits
  4. Big Shifts Start Small—One Change at a Time
  5. What the Dry January Trap Shows Us About Extremes

Filed Under: Mental Models, Sharpening Your Skills Tagged With: Discipline, Getting Things Done, Goals, Motivation, Performance Management, Procrastination, Thought Process

Treating Triumph and Disaster Just the Same // Book Summary of Pema Chödrön’s ‘The Wisdom of No Escape’

September 24, 2020 By Nagesh Belludi Leave a Comment

Life often seems like a labyrinth, where you imagine that you’ll escape all its tribulations someday, and that’ll be remarkable. Envisioning that future keeps you going, but you’ll never seem to achieve it. Happiness will never come because there’s always another something that will follow the present one. The future just becomes an escape from today’s good and bad.

There’s no better antidote to this hopelessness than Buddhist nun Pema Chödrön’s bestselling first book The Wisdom of No Escape and the Path of Loving-Kindness (1991.) Chödrön’s central argument is that wherever you are and whoever you are, your exact circumstances at the moment are perfect for you—for your unfolding.

You have all that you need at this moment to awaken to your innate goodness and the goodness of the world

You can never escape the insecurities of life. Everything that you’re doing right now is your spiritual path. You don’t have to get somewhere spiritually to justify your worthiness. You’re already perfect. You’re ready enough.

Everything you’re experiencing—good or bad, joy and sorrow—is actually the perfect path for you. All the unpleasantness you are living through derives from struggling against reality.

There’s a kind of basic misunderstanding that we should try to be better than we already are, that we should try to improve ourselves, that we should try to get away from painful things, and that if we could just learn how to get away from the painful things, then we would be happy.

Use whatever is in your circumstances in your life to progress, to become awake, to become more mindful

Chödrön invites you to be accountable to who you are—and all your human frailties. Embracing all of life as it unfolds is one of the surest ways to live well. “Whatever life you’re in is a vehicle for waking up.”

We see how beautiful and wonderful and amazing things are, and we see how caught up we are. It isn’t that one is the bad part and one is the good part, but that it’s a kind of interesting, smelly, rich, fertile mess of stuff. When it’s all mixed up together, it’s us: humanness.

The Wisdom of No Escape encourages you to step out of your routine pattern of just trying to escape from life’s difficulties, and instead pursue a life of greater openness to adventure and all that life has to offer.

By stepping out of the meaningless scuffle against life’s difficulties, you can open to reality and direct your attention where it’s more likely to make a difference. Mindful awareness can motivate the full force of your presence to your relationships, vocations, and community.

Meditation practice isn’t about trying to throw ourselves away and become something better. It’s about befriending who we are already. … Meditation is about our emotions and thoughts just as they are right now, in this very moment, in this very room, on this very seat. It’s about not trying to make them go away, not trying to become better than we are, but just seeing clearly with precision and gentleness.

Idea for Impact: You’re all that you need to be today, but you’re not all that you’re becoming

Chödrön emphasizes that compassion cultivates with an attitude of non-aggression toward the self. “The problem is that the desire to change is fundamentally a form of aggression toward yourself.”

Prevailing over regret and taking charge of your imperfections with self-kindness is not the same as accepting blindly or making allowances for unwholesome behavior. Awakening is a matter of befriending your flaws rather than getting rid of them—letting your imperfections go than forcefully expelling them.

The key to feeling genuine compassion for others is “making friends with yourself” by developing understanding within yourself—for your own pain. Only to the extent that you can come to develop awareness for your personal problems can you be willing to “be there” for others.

Life’s work is to wake up, to let the things that enter into the circle wake you up rather than put you to sleep. The only way to do this is to open, be curious, and develop some sense of sympathy for everything that comes along, to get to know its nature and let it teach you what it will. It’s going to stick around until you learn your lesson, at any rate.

Recommendation: Read Pema Chödrön’s The Wisdom of No Escape (1991.) This short book is an unedited-for-print transcript of one of her retreats from 1989. Despite the long-winded paragraphs, there’s much wisdom about the preciousness of life and enacting your Buddha-nature. “Making friends with ourselves and with our world involves not just the parts we like, but the whole picture, because it all has a lot to teach us.”

Wondering what to read next?

  1. The Source of All Happiness: A Spirit of Generosity
  2. A Grateful Heart, A Happy Heart // Book Summary of Janice Kaplan’s ‘The Gratitude Diaries’
  3. I’ll Be Happy When …
  4. Live as If You Are Already Looking Back on This Moment with Longing
  5. What It Means to Lead a Philosophical Life

Filed Under: Living the Good Life, Mental Models Tagged With: Altruism, Books, Buddhism, Kindness, Mindfulness, Motivation, Philosophy, Virtues, Wisdom

Lessons from Drucker: Manage People, Not Things

August 13, 2020 By Nagesh Belludi Leave a Comment

One of Peter Drucker’s big ideas was the notion of management as a “liberal art.” In The New Realities (1950,) Drucker argued that effective managers need a wide-ranging knowledge on subjects as varied as psychology, science—even religion.

Management is a liberal art—“liberal” because it deals with the fundamentals of knowledge, self-knowledge, wisdom, and leadership; “art” because it deals with practice and application.

Lessons from Drucker: Management is a Liberal Art Management deals with people, their values, their growth and development—and this makes it a humanity. So does its concern with, and impact on, social structure and the community. Indeed… management is deeply involved in spiritual concerns—the nature of man, good and evil.

Managers draw on all the knowledge and insights of the humanities and the social sciences—on psychology and philosophy, on economics and on history, on the physical sciences and on ethics.

Idea for Impact: Management has become more about numbers and processes than about people

Manage people, not things.

A wise manager is a well-rounded one—somebody who understands and can leverage, in Drucker’s words, “the nature of man.”

Understand your employees. Understand how they think and act. Know what makes them tick—what drives them, what motivates them, what their aspirations are. Acquaint yourself to different approaches to management based on different sets of values. Individualize your management approach.

Use this understanding to create a productive work environment—that’s your foremost responsibility as a manager.

Wondering what to read next?

  1. General Electric’s Jack Welch Identifies Four Types of Managers
  2. Four Telltale Signs of an Unhappy Employee
  3. Eight Ways to Keep Your Star Employees Around
  4. Leaders Need to Be Strong and Avoid Instilling Fear
  5. Don’t Push Employees to Change

Filed Under: Managing People, Sharpening Your Skills Tagged With: Coaching, Feedback, Great Manager, Motivation, Psychology, Social Dynamics, Social Skills

Putting the WOW in Customer Service // Book Summary of Tony Hsieh’s Delivering Happiness

July 30, 2020 By Nagesh Belludi Leave a Comment

To keep your customers in the present day, you can’t be content just to please them. If you want your business to thrive, you have to produce enthusiastic aficionados—customers who’re so keyed up about how you treat them that they want to tell stories about you. These customers and their cult-like loyalty become a key element of your sales force.

'Delivering Happiness' by Tony Hsieh (ISBN 0446576220) American entrepreneur Tony Hsieh built the online retail store Zappos on the fundamental idea that great service is not a happenstance. It starts when leaders decide what kind of experience they want their customers to have—and articulate that approach in a clear mission and vision. As in the case of luxury hotel chain Ritz-Carlton, leaders keep the mission alive by empowering their employees to go the extra mile for the customer. Above all, when it comes from the heart, great customer service keeps customers coming back over and over.

In Delivering Happiness: A Path to Profits, Passion, and Purpose (2010,) Hsieh discusses the importance of cultivating happiness as a launch pad to better results for your business.

How Zappos Profits from The Happiness Business

How Zappos Profits from The Happiness Business

Hsieh did not create Zappos. He was one of the startup’s initial investors but got sucked in to help the original founder after six years. Zappos operated in survival mode for a while. As it began to outlive its financial struggles, Hsieh and his leadership team went about building an intentional corporate culture dedicated to employee empowerment and the promise of delivering happiness through a valued workforce and devoted customers.

Over the years, the number one driver of our growth at Zappos has been repeat customers and word of mouth. Our philosophy has been to take most of the money we would have spent on paid advertising and invest it into customer service and the customer experience instead, letting our customers do the marketing for us through word of mouth.

Hsieh tells his entrepreneurial life experiences, often presenting biographical stories to make his line of reasoning. Many great entrepreneurs got started early, and Hsieh is no exception. He started with worm-farming (age 7,) button-making (elementary school,) magic tricks involving dental dams (high school,) burger joint (college,) and web-consulting (post-college) before having considerable financial success with the internet advertising firm LinkExchange (sold in 1998 to Microsoft for $265 million.)

In 2009, Hsieh sold Zappos to Amazon for $847 million under pressure from Sequoia Capital, a major financier of Zappos. As a point of reference, Hsieh later recalled,

Some board members had always viewed our company culture as a pet project—“Tony’s social experiments,” they called it. I disagreed. I believe that getting the culture right is the most important thing a company can do. But the board took the conventional view–namely, that a business should focus on profitability first and then use the profits to do nice things for its employees. The board’s attitude was that my “social experiments” might make for good PR but that they didn’t move the overall business forward. The board wanted me, or whoever was CEO, to spend less time on worrying about employee happiness and more time selling shoes.

How Zappos Fostered a Culture and a Business Model Based on the Notion of Happiness

Delivering Happiness - Tony Hsieh of Zappos Zappos’s corporate culture is guided by ten core values, which aspire to empower employees, create a sense of community in the workplace (employees are encouraged to “create fun and a little weirdness” in the office and build personal connections with colleagues,) and serve a higher purpose beyond bottom-line metrics.

  • Zappos’s core values include: deliver WOW through service (#1,) be humble (#10,) do more with less (#8,) be passionate and determined (#9,) and create fun and a little weirdness (#3.)
  • Zappos wants only those employees who really want to work for the company. All new employees attend a four-week training program that immerses them in the company’s strategy, culture, and customer-obsession. Zappos offers $2,000 to walk out at the end of the first week, and the offer stands until the end of the fourth week. Only a small number of new employees take the offer.
  • Zappos challenges all employees to make at least one improvement every week. Allowing employees to improve the tasks they’re doing and enhancing the processes that they’re responsible for executing allows them to make their jobs more meaningful.
  • Instead of measuring call center efficiency by the time each call center operator spends on the phone with a customer, Zappos developed its own scorecards. Zappos quantifies such things as the personal and emotional connections operators make with customers using measures such as measuring the number of thank you cards.

Zappos is Obsessed with Impressing Customers

By focusing on company culture, everything else—such as building a brand with sustained revenue growth, fast turnaround times at warehouses, and passionate employees—fell into place.

Happiness is really just about four things: perceived control, perceived progress, connectedness (number and depth of your relationships,) and vision/meaning (being part of something bigger than yourself.)

Recommendation: Read Tony Hsieh’s Delivering Happiness. This insightful tome is brimming with practicable ideas on customer service, building a positive company culture, best hiring practices, how to motivate and train your team, and setting business goals and values. The core elements of Zappos’s DNA—purpose, happiness, culture, and profits—are an effective framework for making happiness a business model.

Wondering what to read next?

  1. From the Inside Out: How Empowering Your Employees Builds Customer Loyalty
  2. People Work Best When They Feel Good About Themselves: The Southwest Airlines Doctrine
  3. A Rule Followed Blindly Is a Principle Betrayed Quietly
  4. When Work Becomes a Metric, Metrics Risk Becoming the Work: A Case Study of the Stakhanovite Movement
  5. How Starbucks Brewed Success // Book Summary of Howard Schultz’s ‘Pour Your Heart Into It’

Filed Under: Business Stories, Leadership, Leading Teams, Managing People Tagged With: Books, Customer Service, Entrepreneurs, Goals, Human Resources, Likeability, Motivation, Performance Management, Persuasion

« Previous Page
Next Page »

Primary Sidebar

Popular Now

Anxiety Assertiveness Attitudes Balance Biases Coaching Conflict Conversations Creativity Critical Thinking Decision-Making Discipline Emotions Entrepreneurs Etiquette Feedback Getting Along Getting Things Done Goals Great Manager Innovation Leadership Leadership Lessons Likeability Mental Models Mentoring Mindfulness Motivation Networking Parables Performance Management Persuasion Philosophy Problem Solving Procrastination Relationships Simple Living Social Skills Stress Suffering Thinking Tools Thought Process Time Management Winning on the Job Wisdom

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.

Get Updates

Signup for emails

Subscribe via RSS

Contact Nagesh Belludi

RECOMMENDED BOOK:
How Will You Measure Your Life

How Will You Measure Your Life: Clayton Christensen

Harvard business strategy professor Clayton Christensen's exceptional book of inspiration and wisdom for achieving a purpose-filled, fulfilling life.

Explore

  • Announcements
  • Belief and Spirituality
  • Business Stories
  • Career Development
  • Effective Communication
  • Great Personalities
  • Health and Well-being
  • Ideas and Insights
  • Inspirational Quotations
  • Leadership
  • Leadership Reading
  • Leading Teams
  • Living the Good Life
  • Managing Business Functions
  • Managing People
  • MBA in a Nutshell
  • Mental Models
  • News Analysis
  • Personal Finance
  • Podcasts
  • Project Management
  • Proverbs & Maxims
  • Sharpening Your Skills
  • The Great Innovators

Recently,

  • The Spotlight Effect: Why the World Is Less Interested Than You Think
  • The Small Detail That Keeps a Conversation From Running Dry
  • Design for the 80% Experience
  • Inspirational Quotations #1143
  • The Hot-Desking Lie: How It Killed Focus and Gutted Collaboration
  • Unreliable Narrators Make a Story Sounds Too Neat
  • Bertrand Russell on The Value of Philosophy: Doubt in an Age of Dogma

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!