Tag: helping others

Glasses or Binoculars

Posted on by Carl Weber

GlassesBoth of these tools have lenses, and are designed to help us see the world more clearly in their respective application. They are not competing with each other, but we may favor one over the other in our lives.

When looking at a situation, do you reach for your glasses or your binoculars?

Glasses help you see clearly.

Binoculars exaggerate and make everything appear closer.Binoculars

Glasses address things right before your eyes.

Binoculars help you see things that are far away, but may need your attention.

Glasses may need new lenses as life changes and our vision fades.

Binoculars may take some practice to learn to focus and interpret events.

Both glasses and binoculars have their respective role, application and usefulness. They become a burden when we get so used to using one, that we forget to change when the situation warrants.

A life lived solely through glasses makes the world seem smaller, as a quiet seclusion develops over time. Everything around you is in focus, but there is everything “out there” that is fearful and unknown. The life close to you is clear, but there may be a larger world around you that too far off in the distance to be seen.

A life lived solely through binoculars makes everything feel more close, more personal, more perilous. Interactions are overly scrutinized. Risks appear larger than life. Even the past events stay close because of the ability to keep them in sight, long after they have passed. This distorted view may cause you to miss the life that happens close, since your focus is much further away.

Where have you used glasses when binoculars were needed? When have your binoculars exaggerated aspects of your life when glasses would have brought the much-needed focus?

Picking the right application for both glasses and binoculars can be the key.

(Images courtesy of my iPhone and Lifesun)

Internal Customers

Posted on by Carl Weber

Customer Service Word CloudA few weeks ago, I was teaching a customer service class. One of the exercises split the group into small teams and they were asked to identify all of their customers. The lists grew, and the flip charts filled.

As I walked from group to group, I began to notice something. All of the lists were outwardly focused. I stayed quiet, but kept walking around the room. The lists continued and so did the focus outside of their organization.

Focusing on the outside customer is not a bad thing. We all need the customers outside of our organization. However, once the teams got up to present their lists to the rest of the room, they realized that there was an entire customer base they had missed. They missed their internal customers.

The teams went back to their lists. The lists rapidly grew and so did the realization. These various organizations or departments didn’t exist by themselves. Each team had an array of departments, individuals, or people that they provide customer service within their own operation. Some realized that a majority of their work is providing service to internal customers.

One team in particular had an interesting observation.

“We wonder if our continued focus outside, and essentially ignoring our internal customers, is a major reason why our external customers are not completely satisfied.”

That observation hit home with all of the teams. As we set customer service goals later in the session, each team began with goals to increase their internal customers’ satisfaction first, before tackling the other customers.

As I drove home from this session, I began to make my list of internal customers. The list included my co-workers, other departments, my wife, my kids, my family, and my friends. As I set goals for my external customer’s satisfaction, I also wrote down a few goals for my internal customers.

We all have internal customers. Do we focus on them? Spend a few minutes today making a list of your internal customers. A little focus internally may be just what we need to be better externally.

The Cost of Free

Posted on by Carl Weber

FreeRecently, someone was describing a difficult relationship. This is no ordinary difficult relationship, but one with someone who is deeply connected with this person.

They have a long history.

It has been difficult.

They still have to interact on a regular basis.

To make matters worse, the other person offers things for FREE. Since these things are typically valuable, there is an incentive to accept these FREE items or events.

As this person described the situations, conversations, or interactions leading up to these FREE offerings, something became abundantly clear.

These offers were anything but FREE.

The COST OF FREE was significant to this person, their family, and those close to them.

The COST OF FREE to this person was in the emotional stress and obligations that these FREE offerings came with after the fact. They became indebted to this other person.

The COST OF FREE to their family was the toll the stress had on their ability to connect with them during these difficult times, and the time away that the other person would eventually require as payment.

The COST OF FREE to those close was also in the form of stress, but also the inability to have the time to connect because they owed someone else their time, energy, and creativity.

I encouraged this person to calculate the COST OF FREE from now on and compare it to the value of what was being offered. Before this, they just saw the value of what was being offered and felt the obligation to say YES.

Now they can calculate the COST OF FREE and if that cost outweighs the offer, they can say NO.

Have you considered the COST OF FREE? Maybe it is time count the cost.

You may find a way to FREE yourself.

Keep Your Story Fresh

Posted on by Carl Weber

“What do you do with all that random information?”

A close friend asked me the other day. I must have been spouting off about some random facts that I had learned, but the details today escape me.

Apparently, my habit of trying to learn everything about anything I can get my hands on can be a little annoying if you are on the receiving end of my latest rant.

Within a week, during a routine drive time conversation with another close friend they experienced a question from a colleague after presenting to a large group.

“How do you know all that random information that you somehow weave into your presentation?”

“I need to keep my story fresh” they replied.

Those words resonated.

I need to keep my story fresh.

If we are going to stay relevant, current and in demand the old stories won’t do.

We have to learn, grow, develop, and stay teachable.

The seemingly random facts.

The new interactions.

The new class.

The new book.

The new experience.

They all join together to keep your story fresh.

To my first friend, I finally have the answer about my random rants and continual need to devour any information that comes my way.

“I am keeping my story fresh.”

To my second friend, thanks for the words we all needed to hear.

What is in it for you?

Posted on by Carl Weber

We all need to earn a living right? There is work to be done and bills to be paid. Unless you are the heir to some fortune; we get up each day and head to work.

But money is not always the primary motivator.

A sense of accomplishment, making a difference, helping others, learning a new task, leading a project, or creative expression tend to be higher on the list for many people.

While coaching someone recently, they paused and asked a direct question.

“What is in it for you?”

Their question made me think about my own motivation and why I do what I do.  I thought about my sentence, or the guiding articulated reason behind a lot of my actions. It helped me develop a reply.

“Helping talented people find the right position that fits who they are.”

But their question was more profound than they perhaps imagined. It remained with me long after our time together. The question spurred others.

Why do we blog?

Why do we consult?

Why do we coach others?

Why do we create?

Sure sometimes it is to make a living, but not all of our hard work generates income. Except for a few rare cases, blogging doesn’t create cash-flow. Not all consulting is on the clock and billable. Not all coaching arrangements come with an invoice. Creativity is not always for the pursuit of an immediate reward.

If you are interested, Dan Pink does a great job of explaining some insight into what motivates us in his book Drive, and below is a 10 minute video summary of the book.

As you contemplate “What is in it for you?” Understanding your motivations and even your sentence may be a good place to start.

私に好意的に見てください (Please look favorably on me)

Posted on by Carl Weber

At breakfast the other day, a close friend mentioned that a Japanese exchange student would be staying with them soon. In order to prepare for the visit, they were brushing up on their Japanese to welcome the student.

At first I thought “who brushes up on their Japanese?” but I pushed that reaction down to listen to the phrases.

The phrases began with “nice to meet you” and “I am (insert your name)” pretty standard interaction when meeting with new people.

It was the third phrase that caught my attention.

“It is a pleasure to meet you” or more literally “please look favorably on me”.

I was struck by the importance of this request: please look favorably on me. It is a simple request. Essentially be nice to me and treat me well, but for me it went a little deeper.

Please look favorably on me includes not reading into my actions and assuming negative motives. Please look favorably on me encourages others to look towards the positive and not simply pointing out my flaws or shortcomings. Please look favorably on me asks for the benefit of the doubt and a level of grace for who I am and what I do.

How many times do we connect with others for the first time, or for the hundredth time that this simple reminder would provide some helpful ground-rules for the interaction.

There are a lot of people who I have to interact with over the next few days that provides numerous opportunities to try this out.

What simple phrase would help you? How can you provide a simple request to assist you in your relationships? What are the few words that could reset the dynamics in your workplace or family?

Having the courage to utter the phrase may be hard, but the reward may be worth the risk of being vulnerable.

I will let you know how it goes…but first, please look favorably on me.