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Coughlin’s Law: Bury the Dead

People leave, let’s get over it. Gone are the days when a man arrives for work in the factory two days after his high school graduation and leaves forty years later with a gold watch. The American career path hasn’t included this scenario since before Lyndon Johnson took office. Over the last 40 years, American workers and American businesses have had an arrangement: Every man for himself.

For some reason, the most senior leaders of my company just don’t understand this.

We recently had an executive announce he was moving on; he no longer felt like there was a “fit” for him in our organization. He held no ill will for the company, but recent changes just made it difficult for him to continue in his capacity. In reality, he was doing what was best for him and the company. Besides, his employment was always, by law, considered to be “at-will.”

Our senior leadership was immediately filled with a strange hatred for this “traitor.” Like Bo Schembechler uttering that “a Michigan Man will coach Michigan” when then Michigan basketball coach Bill Frieder was talking to Arizona State in 1989, and Bo swiftly fired him (assistant coach Steve Fisher took over and won the national championship that season), our senior leadership began to treat this previously invaluable executive as some sort of leper. He became persona non grata overnight.

There ain’t no good guys, there ain’t no bad guys. There’s only you and me and we just disagree. – Dave Mason

The Company Owes You Nothing

It’s important to note that my company’s leadership has eliminated more than one thousand jobs over the last fifteen months amid the current recession. This doesn’t make them villains; they did this in the best interest of the shareholders. This, you see, is their duty.

The one thousand plus newly unemployed soles may not like it, but the company owed them nothing. There was no contract between the parties that guaranteed a lifetime of employment. There couldn’t be; not if we want businesses to succeed and create jobs and pay taxes. (It’s important to note that nearly every one of those who were laid off received severance packages better than that which they were due. The company did right by these employees.)

You Owe the Company Nothing

Just as your at-will employment can be terminated by the company for no cause, you have the right to walk when you want. You owe them nothing. The minute you begin to think differently, it’s time for you to consider a career change.

While on the payroll – and especially when you’re in a leadership position – you owe your company your best efforts, which include leading with integrity. If you’re a regular reader of this blog, you know that your integrity is critical to delivering great leadership. A duplicitous heart lacks integrity, and you have to be dedicated to your company’s well-being if you expect to be taken seriously as a leader.

That said, the minute you’re ready to go, you need to go, and you need not look back. It’s just sad that the alleged mature leaders in your company will likely treat you as someone taking part in some strange industrial espionage ritual.

Why Can’t Life Imitate Art?

Bryan Brown’s Doug Coughlin said it best in 1988’s Cocktail: “Coughlin’s Law: Bury the dead. They stink up the joint.” Companies and leaders need to figure this out and get over the natural turnover that occurs in American business today. People leave, it doesn’t make them the enemy. It does, however, make you look like an ass when you overreact to it.

Tags: Leadership Advice, Leadership Situations, leadership traits, Leadership Weblog

Quitters Never Win and Winners Never Quit

Argh! I can hear my mother misquoting Vince Lombardi in my sleep: “Quitters never win, and winners never quit.” A simple saying that forced me to keep my word throughout my life – even when it cost me money.

Why is it these simple clichés can hold such importance as to guide our every decision? (This particular phrase was so particularly annoying that it’s guided my decisions both in and out of business for over thirty years.) There are certainly others, but this mother’s saying carries special weight; as much an integrity statement as an indictment of those who would give up without a fight.

‘Quitters never win and winners never quit’ could be the primary rule dictating everything from a second grader’s soccer game to a governor’s fulfillment of her term.

Palin is a Quitter

We’ve written good things about Alaska Governor Sarah Palin in the past, including a post that chronicled why she was a better leader than Barack Obama. That was September 2008 and this is now.

In demonstrating the worst leadership trait possible, Palin has decided that she cannot operate as a lame duck governor. (She had previously announced that she would not seek reelection.) Palin has decided to step down on July 26, 2009. Her current term was scheduled to end next year.

“I Want to Spend More Time with My Family”

While this is not the soon-to-be-former governor’s stated reason for quitting, her actual reason might as well be as lame as all the on again/off again retirements of star athletes. All we got from Palin was a quick Tweet: “We’ll soon attach info on decision to not seek re-election … this is in Alaska’s best interest, my family’s happy … it is good. Stay tuned.”

Well, as long as your family is happy…

Not so fast, Sarah. You are a quitter and we are disappointed. You were elected by the citizens of Alaska to serve them as their governor until 2010. Whether you were planning another term or not is irrelevant: they were counting on you to keep your word. When you chose to become the governor of Alaska, you agreed to serve the citizens of that frigid state and now you’re giving it up for personal reasons.

(Not to mention that you’ve passed on an extraordinary chance to shove through your agenda; an agenda you claimed was in opposition to the Washington elite. Who is going to carry your torch now? Who is going to keep your promises to the people of Alaska?)

Sarah Palin is not a Winner

News flash: True leaders don’t let personal reasons get in the way of their commitments to others. True leaders don’t let personal reasons get in the way of doing what is right. They keep their word and they never quit. True leaders are winners.

Palin is not, as we once thought, a true leader.

Much like Dan Quayle, Joe Biden and Admiral Stockdale, Palin lost more of her luster every time she opened her mouth. Her latest spat with David Letterman painted her as a died-in-the-wool Republican; someone willing to give up any sense of right for a chance to bash the Left. (Pun intended.) Every day since November 4, 2008 Palin has become more of a clown; a caricature of someone who once professed she was going to change the world of politics in Washington.

Sometime over the last eight months she stopped being a leader and became a punchline.

Good Riddance, Sarah P.

Likely, most Alaskans won’t care very much that you’re quitting. In fact, many will be relieved. Go away, Sarah Palin. Go back into the obscurity from where you were plucked and leave the future of the world to the leaders… we’ll try our best to hang on without you. (Note our tongues in our cheeks.)

Tags: Digression, leadership news and views, leadership observations, leadership traits, Management Blogs

Are You Venting or Just Making Excuses?

A colleague recently posted a rant about the quality of the leads she was handling on an automotive industry social network. As a part of her diatribe on her most recent batch of Internet sales leads, she gave some great examples of just how bad the leads really were. Her examples proved that some of the leads (certainly her examples) were indeed crap with a capital C.

In case you’re feeling like you should be the next one to go online and rant, read on…

Venting can be cathartic, and for those of us in your shoes, we know your vent will probably be warranted. After you’re finished venting, however, be sure you’re factoring in the percentages. Once you do this, you’ll likely find that things are much better than you imagined.

Like my colleague’s, yours will probably be a rhetorical venting, but I can’t help but provide a little advice. I’m hopeful you take this in the right light, as the following is the same advice I would give to any sales manager who expresses similar dissatisfaction in the quality of their leads:

“Failures” in the Sports World

• You should know that the most successful hitter in Major League Baseball history was Ted Williams. In 1941, Williams maintained a .406 batting average. Since then, no MLB hitter has been able to break .400. This means that in the last 68 years, every batter in baseball has failed more than 60% of the time. Are they all failures? Of course not.

• More recently, Derek Jeter of the Yankees won the Silver Slugger award in 2008 and was an All Star for the 9^th time in his career. Should Jeter waste time venting about the 70% of the at-bats he had last year where he failed to get a hit? Of course not.

• Michael Jordan is the greatest basketball player of all time, yet his NBA career shooting percentage is just .497. He missed more shots than he made! Is MJ a failure? Of course not.

A traditional team in my industry handling Internet customers closes about 10% of their leads, a very good Internet sales team can consistently close above 18%, while a great team generally closes above 25% of all leads. This means that even the great teams fail to close 7.5 out of every 10 leads they receive. Wow, those guys are either complete failures or those leads must really stink!

Do the Leads Stink or Does the Team?

Of course, neither statement is true. A team closing 25% of their leads consistently is on the top of their game… and the leads they’re working are of the same quality you’re working.

The truth is that with proper lead counts, a great process and a dedication to that process, any team can be successful closing sales leads.

I’ve always believed you can vent about the bad leads or you can sell the good ones.

Stop Whining and Start Selling

While I’m not sure how my colleague took the advice above, it could be worse. I could have simply recited Blake’s words from Glengarry Glen Ross: “The leads are weak. F***ing leads are weak? You’re weak.”

…

We can always find reasons we cannot succeed… they’re called excuses. It’s time to stop whining and start selling.

Tags: Leadership Advice, sales management, sales training

Chaggle is the Next (Fill in the Blank)

Last month a colleague told me about this little technology startup that had carved out a pretty cool niche for themselves – and within ten minutes of hearing his description of Chaggle.com, I was happily using what should prove to be the next big thing on the World Wide Web. We’re talking the next billion-dollar company (that’s billion with a b), and that’s not hyperbole; it’s a promise.

Before you think I’ve enjoyed too much Cabernet today, rest assured that I see about 100 new Internet ventures a year, and this is the first one I’ve blogged about – and now I’m giving you a chance to get in on the ground floor.

Ground Floor Opportunity

Unfortunately, Chaggle doesn’t need cash, or I’d mortgage everything just to get a small piece. (If they do look for financing in the future, I’ll have my checkbook ready.) The ground floor I’m posting about is the chance to become one of the first thousand or so to download a service that will soon be used by millions. (Imagine if you were the 125^th person on MySpace… you’d have a great vanity domain and a nice story to tell your friends.)

I’m proud to brag that I was one of the first hundred to join Chaggle, and I easily secured the Chaggle handle “Steve.” I had my pick of vanity handles and could have been TheManager, Stud_Muffin, or Roger; but chose Steve because my name is not Roger and I don’t want to use the Chaggle plug-in under those other names. (Though I’ve always considered myself a bit of stud muffin – okay, I may have had too much Cab today.)

What the Heck is Chaggle?

By now, you’re hopefully wondering “what in the world is this Chaggle anyway?”

Chaggle is an Internet Explorer plug-in that allows you to chat with fellow Chagglers (I think I made that up, so I want the credit later) who happen to be surfing the same site you’re visiting. (While we’re making up words, let’s call it Chaggling instead of chatting and Chag instead of chat.)

After a quick download of the Chaggle software you can open a separate Chaggle window that rides alongside your main browser window. As you move from site-to-site, you take Chaggle with you and you have the opportunity to Chag with fellow Chagglers about what you see on the site.

Rather than try to provide an example in detail of what you can do with Chaggle, I’ll let Chaggle.com co-founder Clayton Smith enlighten you:

The aspect of Chaggle that we feel is so special is that it allows you to bring an integrated, interactive chat capability along with you to every site you browse. So if you’re at CNBC’s website and you’re looking at an article on Chrysler’s bankruptcy, on Chaggle you can either chat about it on the CNBC.com main webpage with everyone viewing the site, or you can post comments (or web “crumbs”) that will be tagged to that specific news article’s URL. There is no other service out there that provides this level of interactivity across the web. Our goal is to make Chaggle the perpetual conversation of the Internet. – Clayton Smith

Well put, Clayton. (If you’re still a little in the dark about how to use Chaggle, check out the homepage video at Chaggle.com.)

To give you a sense of how I plan to use Chaggle, imagine I post about a cool new Web service called Chaggle and you happen to be reading the article and you are a fellow Chaggler. If we both have Chaggle turned on, you can tell me what a great writer I am via a Chag and I can respond with a warm thank you. Sounds pretty cool, doesn’t it?

What’s the Catch?

Chaggle is cool. Chaggle is useful. Chaggle is free. Chaggle is new… and that’s the downside right now. Since its Beta-version rollout on May 1, Chaggle.com only has about 100 Chagglers. (Of course, I look at this as a bonus: you can swoop in and grab that vanity handle you always wanted. Can anyone say “LonelyGirl15?”)

As a brand new service, Chaggle built their platform for the most popular browser (IE) first. To date, Chagglers can only Chag using Internet Explorer, though Chaggle is working on a Firefox version right now, and they expect it to be released in a couple of months. The Firefox version of Chaggle will work on any operating system using Mozilla’s Firefox as its Web browser (Linux, Mac OS X, Microsoft Windows, etc).

Chag Me, I’m Chagilicious

Once you download the free plug-in, find me surfing online and let’s Chag about whatever site I’m visiting. (Of course, you can just tell me what a great writer I am, and I’ll respond with a warm thank you.)

Tags: Digression, leadership news and views, management resources

Quick, Read This Email… Now!

Today I received another in a long line of email messages from a certain vendor touting their newest and greatest product improvement. This email, like all of its predecessors, arrived in my Outlook inbox as a message of High Importance. Because I receive just one in five hundred messages marked “Importance: High,” I generally give these more than a quick glance when they arrive.

Imagine my surprise when I noticed a subject line this morning that read **Special Sneak Peek: (Vendor Name Omitted) New Guided Search**. I thought, “Wow, this is big news! You made an enhancement to your website that will have little to no effect on me or my business, and you sent me the details in a message marked High Importance. Congratulations! I now like you even less than I did five minutes ago.”

The Email Who Cried Wolf

No need to rehash this as a new millennium version of the famous fable attributed to Aesop, except to say that with each email of miniscule importance sent by this vendor that masquerades as a critical Top Secret UMBRA message, I lose more interest in reading anything they send… anything.

In fact, it’s become so bad that I now treat all of their messages akin to how one would treat the proclamations of a ten-year old who brags about what a big boy he is every time he makes “doody in the toy-toy.” We get it, congratulations; you pooped.

It’s not just egocentric vendors who misuse the High Importance selection in Outlook, though it does seem to be solely the province of the unintelligent and unsophisticated. Ever get the High Importance email on Tuesday afternoon sent to everyone at your company reminding you that the office refrigerator will be cleaned out promptly at 5:00 PM on Friday? Chances are your CEO didn’t send it.

You Don’t Sell Plasma

Out of every 500 High Importance emails I receive, about ten truly require my immediate attention – and none of these ten ever originates from a vendor. Here’s a quick email etiquette tip: if you’re a vendor who does not sell plasma, stop acting like you sell plasma. The more you try to make your customers care about your (fill in the blank), the less they care.

High Importance status should exist solely for those emails that require both immediate attention and for which there will be negative consequences if they do not receive immediate attention. If your email merely requires that the recipients read and respond, write “RESPONSE REQUIRED” in the subject line. Likewise, if your message requires that recipients take an action based on the email, try placing “ACTION REQUIRED” in the subject line.

What About Tagging Something “Low Importance?”

Here’s a bonus to those vendors who don’t understand basic email marketing rules, and who mark their outbound sales messages as “Importance: Low.” Likely you tagged these emails as having Low Importance out of some misguided consideration for your recipient. Congratulations, your emails are ending up in SPAM filters all across the Web. Quick tip: never mark any email as having Low Importance. If the email is truly of Low Importance, don’t send it.

For that matter, if the message only highlights some unimportant feature enhancement of your website, don’t send that email either.

Tags: business situations, Digression, management 101, sales training

New York Times – Hardcover Business Best Sellers – June 2009

The big story from the June 2009 New York Times Hardcover Business Best Sellers list has to be that Gladwell’s Outliers continues to dominate the rankings month-in, month-out. As we wrote in January, Outliers could be one of the best books released in 2008, and seven months at the Number 1 spot confirms it. (Damn, we like it when we’re right.)

We, of course, can also admit when we’re wrong; and it seems we were wrong about the cleverly titled 10-10-10, by Suzy Welch. Last month the AskTheManager.com editors bet that this tome and The Ultimate Depression Survival Guide, by Martin Weiss were headed straight for the bargain bin. The simplicity of the premise and the strength of a famous husband not only kept 10-10-10 in the Top 5, but also propelled it to Number 3. Oh well, perhaps we’ll stick to reviewing leadership books.

The best of the books not making the Top 5 this month has to be Peaks and Valleys, by Spencer Johnson. Number 4 last month, this easy-to-read selection from the co-author of the easy-to-read One Minute Manager and author of the easy-to-read Who Moved My Cheese helps readers cope with tough times by understanding how to make good and bad times work for you personally and professionally.

The Top Five – NY Times Business Hardcover Best Sellers June 2009 (to view the entire list, follow this link):

Tags: Best Sellers, Business Books

Last night the Pittsburgh Penguins defeated the Detroit Red Wings 2-1 in Game 7 of the Stanley Cup finals to win the coveted Stanley Cup. Both teams deserved to be there, both played well throughout the season, and – as evidenced by a Game 7 in a best-of-seven-series – both teams were evenly matched.

Both teams were so evenly matched, in fact, that the same two teams had faced off last year for a shot at Lord Stanley’s Cup. In 2008, the Red Wings were victorious, defeating the young Penguins in a Game 6 triple overtime thriller. After their heartbreaking loss, one Pittsburgh player, Marian Hossa, was offered a five-year, $35 million dollar deal to remain with the team. He declined; shocking nearly everyone in the hockey world by instead choosing to sign a one-year deal with the champion Red Wings. Hossa, you see, wanted to win a championship.

The Best Laid Plans…

As we learned in the first sentence of this post, Hossa’s old team defeated Hossa’s new team for the 2009 Stanley Cup. Hossa chased the Cup and fell short. The prevailing thought is that he screwed up – that if he’d stayed in Pittsburgh he would be on the winning side. Of course, nothing happens in a vacuum, and Hossa’s departure surely led to other changes with the Penguins that may have contributed to their ultimate victory. That’s only speculation. The fact is that Hossa – so focused on winning a championship – couldn’t see the bright future ahead for the Penguins. He chased the Cup and (predictably) did not catch it.

Leaders Don’t Chase, They Lead

It’s strange that a hockey player would make such a mistake. From very early on in youth hockey, players are taught to skate to where the puck will be, not where it is. Players who skate directly after a moving puck become very tired, very quickly… and they never get the puck. “I skate to where the puck is going to be, not where it has been,” Wayne Gretzky once intelligently stated. Hossa, we learned, skated to where the Cup had been, and away from where it was going to be.

Leaders don’t always know where the puck is going to be, but they do recognize that chasing things (especially shiny objects like the Stanley Cup) is fruitless and akin to a dog chasing its own tail. Leaders understand the goal and weigh decisions against it. Those activities that take them closer to the goal are good; those that don’t are bad. Leaders also understand their team’s capabilities, strengths and weaknesses; and they are able to project where their team will be at this time next year.

To See the Future, You Have to Look

With arguably the sport’s two greatest talents (Sidney Crosby and Evgeni Malkin) and a young stud goalie (Marc-Andre Fleury) already on the roster, one would think Hossa would have seen Pittsburgh’s bright future and stayed. During the six games as a Penguin in the 2008 Stanley Cup finals, Hossa scored 3 goals and had 4 assists. In his seven games as a Red Wing in this year’s finals, he scored no goals and had just 3 assists. Pundits speculate that the pressure of his decision got to him. Understanding what makes leaders and non-leaders tick, we believe he performed poorly because of his desperation to win a championship; the same desperation that led him to chase instead of lead. The kind of desperation common in poor leaders.

Tags: Leadership Advice, leadership traits

Leadership Lessons from the Public Sector

There are reasons some people are lifelong public servants and others work in the real world. Whether it’s the military, public education, a state legislature or a municipal government: a job void of profit responsibility is generally void of any true accountability. Without accountability, leadership can become unnecessary and the skill set (if it ever existed) will atrophy.

As we wrote in a recent post about school administrators, the people in these roles “are generally not great leaders… They’ve never had to live by a P&L or make real personnel decisions. They spend our tax dollars like Monopoly money, and they do all of this with no real accountability.”

Examples of this abound and we never have to look very far to reinforce this belief. Occasionally, some move by one of these leadership amateurs so shocks our conscience that we feel compelled to comment… much like a recent decision by management at an Atlanta-area county office that actually made us cringe.

Layoffs Happen

Last Friday in DeKalb County (GA), workers in the planning and development office were told there were significant layoffs coming and that they would have to wait until Monday to learn their fate.

Nothing strange here, right? Layoffs are happening all over America in the private sector, so it seems natural that these would eventually reach those working in a cash-strapped county office. The differences, however, between this layoff and those that are occurring in the real world are the communication skills and compassion shown by DeKalb County’s managers.

The 100+ employees in this office were told to return any county equipment and pack up their belongings and leave… without being notified if they were included in the layoff or not. You see, their managers wanted everyone out first, and then they would tell the lucky few (19 to be exact) to return with their things and resume their duties.

WTF?

(Excuse the texting in the middle of a post, but WTF? does not mean Wednesday, Thursday, Friday; and its use is appropriate in this case.)

While leaders in the private sector are often (rightfully) accused of being less compassionate than their public sector counterparts, employee relations as practiced by DeKalb County went the way of the three-martini lunch in the real world. Thankfully, the fear of lawsuits or bad public relations helps to keep this behavior out of the for-profit companies. When it happens in the public sector, we have little recourse but to strongly denounce it.

Okay, We Denounced It

We didn’t raise this example to simply call attention to the lousy leadership provided by government entities in the Atlanta area. Rather, we believed this instance was simply another glaring illustration of how the lack of a profit motive coupled with a promotional system based on tenure (instead of ability or merit) leads to poor leadership, morale and employee effectiveness. (If you’ve ever had to get your driver license renewed, you know exactly what we mean.)

Leaders need accountability, goals and responsibilities – complete with consequences – in order to grow and deliver value to their organizations. Where we fail to provide these to our middle managers, you can argue we end up operating like a government agency.

What About the 100 People Carrying Boxes Filled with Desk Chachki?

DeKalb County CEO Burrell Ellis stepped in and said he was dissatisfied with how the process was being managed and ordered a delay of the layoffs. (We’re not sure why a county needs a CEO, but we’re glad someone with authority in the county has a little common sense.) The delay, however, will be a short one. Plans are in the works to save more jobs, but DeKalb’s planning and development office will deservedly lose more than half its current workforce… they’ll just do it with a little more dignity.

Tags: leadership news and views, leadership observations, Leadership Situations