Circuit City, Where Service Was Never State of the Art

Circuit City – We Told You So…

In what was probably the easiest call in the last ten years, we told you Circuit City was going to go all the way (read our November 12, 2008 post if you don’t believe us). Back then we said you shouldn’t “be fooled by their reorganization plans; Circuit City is down for the count and not getting up. Lousy leadership is lousy leadership, and court protections will change nothing.

“While Chapter 11 might provide a short-term reprieve and allow them to stock their stores for Black Friday 2008, they’ll not be around for Black Friday 2009. (Heck, they probably won’t make it to Good Friday.)”

We were right, and we just want to gloat.

Circuit City, unable to work out a sale of the company, said Friday it will close its 567 U.S. stores and cut 34,000 jobs. Nice going, guys. Please don’t blame this on the economy. You were the nation’s second-biggest consumer electronics retailer and you failed to build a sustainable business. There’s no excuse.




What’s amazing about the retail bankruptcies during this recession: KB Toys, Mervyns, Linens ‘N Things and now Circuit City; is that none of them are surprising to us. If you ever stepped foot in one of these stores and compared them to their biggest competitor (Toys R Us; Macy’s; Bed Bath and Beyond; and Best Buy, respectively) you’d know who was the best and who was not. You’d understand that it would not take much to cripple these also-rans.

Whether it was another big box selling the same goods or Wal-Mart, Circuit City never stood a chance. They could not be expected to survive even a slight downturn if their leadership was unwilling to have the singular goal of building a sustainable business. Their selection was inferior, their prices appeared non-competitive, and their salespeople were clearly on commission. It was never “fun” to shop at Circuit City, and the leadership should have recognized this.

That was their job. Of course, the employees could have told them… if they bothered to ask.

Catch Your Limit: Management Consultancy, Leadership Blog and Fish Cleaning Service

 

Great Leadership Blog Worthy of Special Mention – CatchYourLimit.com

As our regular readers know, we produce four semi-regular Blogwatch series covering Time Management, Sales Management, Management Training and Leadership Development. In these series we attempt to help you cut through the clutter and discover great writing and great advice.

While we think we do a pretty good job of culling the crud, we sometimes overlook great blogs. When we do, we’re excited when readers bring these wonderful sites to our attention.

One of our readers turned us on to a great Leadership Development website that had not been a part of our Blogwatch series, called CatchYourLimit.com. This site and its accompanying blog are the brainchild of an innovative leadership consulting company known as Catch Your Limit.

What makes Catch Your Limit so innovative is their approach to management and leadership consulting that moves away from the starched shirts and toward what really matters: coaching; accountability; consistency and cleaning fish. (Long story, you have to read their About Us page to understand.)




Based on what we learned about this innovative consultancy and their great blog, we hereby amend yesterday’s Leadership Development Blogwatch and add the following post:

Transparency is to Employee Engagement as Failure is to Innovation

Leaders will never gain the trust of their employees, especially in uncertain times without a significant level of transparency. As innovation needs experimentation and failure, employees need transparency from leadership for engagement to take place.

One of the difficulties many organizations are facing is transitioning from a “corporate memo” top down communication culture to having honest and candid conversations with their employees. The former creates an environment of rumors, gossip and anxiety while the latter allows employees to feel a certain level of security remaining engaged and productive.

Like improving the economy it’s easier said than done. It isn’t easy to tell people they may lose their job. It isn’t easy to discuss a negative financial outlook…

(To read the rest of this article and other great posts on CatchYourLimit.com, please follow this link.)

 

Leadership Development Blogwatch – January 2, 2009

 

Best of the Leadership Development Blogosphere

We scoured the Leadership Development posts and articles for the past several weeks to find just those precious few that deserve your attention:




Are Leaders Born Or Made?
Marshall Goldsmith and Howard Morgan studied the progress of 88000 managers who had been to leadership development training. The people who returned from the training, talked about it, and did deliberate work to apply their learning

Growing Leaders From Managers
Another leadership development opportunity is carefully providing nascent leaders with a low risk opportunity to demonstrate their abilities. These opportunities manifest themselves through leadership assignments on special projects or …

Five Tips For Leading with Integrity
I just released Five Tips For Leading With Integrity and wanted to share those with you here. Leaders must embrace and maintain steadfast ethical standards. They must foster the company’s commitment to employee stewardship and …

How Resilience Can Make or Break a Leader
Jack Welch, in his extraordinary book “Winning” notes resilience as one of the most important characteristics a leader can have: “The fourth characteristic [of senior leadership] is heavy-duty resilience. Every leader makes mistakes, …

Leave Me Alone! and other Leadership Development Strategies
For the past few months I have been seeking the advice of established philanthropic leaders from across the country to hear about what they did in their first few months on the job, how they balance work and home, and how to balance …

Real Leaders Eat Last – The Psychology of Leadership in the New …
… Designing individual effective leadership development programmes to groom next generation leaders within your company; Utilising “Real leaders eat last” and other unconventional concepts for leading staff in the new millennium …

Leaders on Leadership: Leadership Power Stress: (Part 2) Three …
Like many leadership development tasks, it is best to engage the services of a qualified executive coach. This is part 2 of a 2 part article on Leadership Power Stress by author Patsi Krakoff. In part 1, we examined the …

Doing It Right: Passion Part VI – Sacrifice
Let’s say you have preached about leadership development. Have you allocated resources to teach and engage the front line leadership in the organization? Don’t tell me where your priorities are. …

Coaching Tip: The Leadership Blog: Changing Minds within a Culture
“The crux of leadership development that works is self-directed learning: intentionally developing or strengthening an aspect of who you are or who you want to be, or both.” Primal Leadership by Daniel Goleman, Richard Boyatzis & Annie …

Trust Isn’t Everything — It’s The Only Thing
Coaching, Leaders in the News: Good News, Leadership Development. When Sam DiPiazza, CEO of PriceWaterhouseCoopers, appeared for an interview and student Q&A, he spoke of a childhood lesson that shaped him. Click on “losing the public …

 

Most Popular Leadership (and Other) Posts of 2008

The Best of AskTheManager.com – 2008

One of our regular readers sent us a nice email last night wishing us, among other things, a Happy New Year. We know it wasn’t just a mass email sent to everyone in his address book because he requested we write this post today.

Specifically, he asked us to list the Top Ten Articles on AskTheManager.com for 2008 based on page views. No wanting to disappoint, we dove into our Google Analytics and found some surprising articles at the top of the list.

Looking back on our first six and a half months of providing leadership advice and general business wisdom to the masses, we occasionally used this blog to vent about or introduce issues and topics that only barely related to leadership development – though we always tried to tie these back to the leadership, where possible.

Sometimes we were successful, and sometimes it was clear we were just using AskTheManager.com as our own personal soap box. Of course, it is our soap box to use as we wish…

Today’s article speaks more to what you, the readers, wish. Based on what you read when you visited, here are the Top Ten AskTheManager Articles for 2008:

  1. The Best and Worst Presidential Leaders in History – This was the second article in a three-part series that proved to be the most popular posts on our site last year. Published in September, all three articles in this series drew an enormous amount of attention, with the second in the series being our most visited page in 2008. The AskTheManager editors spent months analyzing the leadership records of all forty-two US Presidents to name our best and worst.
  2. So You’re the New Sales Manager – How Are You Going To Get Their Attention? – The first in a three-part series, this article detailed how one sales manager who took over an underperforming team and turned them around in very short order. We highly recommend all three posts in this series for any new sales manager.
  3. Coming Soon to a Theater Near You: Freakonomics, The Movie – The incredible popularity of Freakonomics (the book) must have spilled over to posts about the upcoming movie, as this was the only ATM December article to make the Top Ten and our most popular post that wasn’t part of a series. This article provides insight into the 2009 release of the much-anticipated Freakonomics documentary via a Q&A with the film’s producer, Chad Troutwine.
  4. The Top Ten Leadership Books of All Time – Originally published in June, this July version of the list included more explanation about each of our choices and proved to be a more popular read than the original. In case you’re wondering: more than six months later, we stand by our rankings.
  5. TheManager Digresses – The Paparazzi Must Die! – Our first attempt to use this blog purely for our own selfish purposes, this post detailing the “dangers” of the celebrity-chasing paparazzi and how to combat them proved to be very popular with the hoards seeking more information about Jennifer Aniston’s latest love. Go figure.



  6. The 25 Most Annoying Business Phrases – It was either our out-of-the-box thinking or the 800-Pound Gorilla that compelled us to select among the thousands of annoying phrases we hear in everyday business life and take a 30,000-foot view to come up with the most annoying twenty-five.
  7. The Six Worst Business Email Etiquette Mistakes Ever – Although we absolutely hate when businesspeople employ the use of stationery in their emails, that faux pas only made Number 4 on our list of twelve in this popular second post in a two-post series.
  8. Damn the Voters, Bloomberg Believes He is NYC’s Only Choice – Emperor Bloomberg’s successful push to bypass the electorate and change the law to benefit him still steams us almost beyond words. It seems many of you were likewise affected, making this post one of the Top Ten of 2008.
  9. Knowledge Hoarders & The Mack Truck Theory – While the topic of knowledge hoarding can be a real yawner when compared to Emperor Bloomberg, Jennifer Aniston or Freakonomics, this post still ranked in the Top Ten largely on the strength of those looking for ways to combat this practice in their own workplace.
  10. Managing Up When Your Boss Refuses to Lead – We clearly struck a nerve with this post detailing the epidemic of ineptness plaguing business “leaders” today as it received nearly 500 unique page views in just two short months. We were compelled to write this article after witnessing more than a dozen instances (in just one week) of intelligent middle managers dumbing-down their approach and acting like victims because their respective supervisors happen to be complete buffoons. (We never know where our muse will come from.)

As we look ahead to 2009 and beyond, we’re hopeful that our posts, articles and opinions can help managers become leaders and leaders become more effective stewards of their businesses. The editors of AskTheManager thank you for your continued support.

 

Leadership Lessons from a Dead Socialist

Leading in the New Millennium: Pay for (Lack of) Performance

“It is difficult to get a man to understand something when his salary depends upon his not understanding it.” – Upton Sinclair

Although Sinclair’s words were uttered in 1935, they ring especially true when applied to the leadership void we face today. While Sinclair, a socialist, didn’t speak these words to decry the inattentive state of management during the Great Depression, his words speak volumes when applied to the CEOs, boards of directors, and other executives of the failed and failing businesses of this Great Recession.

We’re still a few months away from the first of many Lehman Perp Walks, though it’s important to note we believe that Sinclair’s quote can be equally applied to the senior leadership of Lehman as it could to the senior team at Enron.  

Enron and Lehman: Two Peas in a Pod

Let’s compare Ken Lay and Dick Fuld – two monosyllabic managers with their eyes on their own bank accounts and little regard for their employees or their shareholders.

Enron’s Lay claimed he had no responsibility for and little understanding of the risky and illegal ventures of his management team that bankrupted the giant company.

“It is difficult to get a man to understand something when his salary depends upon his not understanding it.”

Assuming Lay was telling the truth when he feigned ignorance regarding the schemes that brought down Enron, it’s easy to assume that he did not want to understand – he was making too much money in his ignorance.

Lehman’s Fuld claims his company and he were, in effect, victims of the housing and credit crisis. Dick Fuld made over a half a billion dollars during his 14 years as CEO of Lehman – that hardly qualifies him for victim status. Moreover, Fuld made his hundreds of millions all while allowing his company to dive into riskier investments requiring insane amounts of leverage.




When Fuld is finally brought to answer under oath for the enormous bankruptcy he orchestrated (his congressional testimony in October was a joke), he will no doubt claim he didn’t fully understand the credit default swaps and other risky investments his team was helping create.

“It is difficult to get a man to understand something when his salary depends upon his not understanding it.”

So What Must We Change?

Clearly shame and public humiliation aren’t enough to sway America’s CEOs to always act responsibly and in the best interest of the company’s shareholders. Case is point: Merrill Lynch CEO John Thain recently requested he be awarded a bonus of $10 million for 2008. Without going into Merrill’s ‘08 financials (or lack thereof), let’s just say that Thain proved, if nothing else, he has incredible nerve. (Boards of failed companies, generally, don’t even face shame or public humiliation – they just move on like carpetbaggers.)

Given the speed at which many companies are collapsing, it seems that even the alleged pay for performance packages that reward a CEO for some short term positive movement of a company’s share price are ineffective. Fuld had the gall to argue in front of congress that he delivered terrific shareholder value during the first 13 of his 14 years as CEO. Big deal, Dick, tell that to the September 2008 shareholders and employees.

Leaders as Stewards

CEOs, like US Presidents, serve at the pleasure of their constituents. Presidents serve at the pleasure of the American citizens; CEOs, allegedly, serve at the pleasure of the shareholders (the owners of the company). No matter how many years of prosperity a CEO has delivered (via shareholder value), a sudden bankruptcy that destroys a 158-year old company proves that the CEO was no steward; that personal gain (including stroking his own ego) was his primary (and possibly his only) goal.

If our business leaders fail to act as stewards, then our boards must act. If our boards fail to act, shareholders have little recourse beyond civil remedies that generally fail to change behaviors. Civil penalties for underperforming and/or incestuous boards are insufficient to stem the tide of bad leadership we’ve faced over the past decade.

Perp Walks for Boards

It’s time we criminalized the lazy, incestuous boards who fail to protect the shareholder. It’s time that more than a few directors received several years behind bars for every billion in shareholder value they failed to protect.

If you think what we’re requesting is akin to advocating the death penalty for jaywalking, you’re way off base. We asked someone who sits on three Fortune 500 boards (who spoke to us on the condition of anonymity) what made them feel they were qualified to sit on so many boards while leading another large company as CEO. Their response: “Listen, I get about $100,000 from each company for four meetings a year. I think I can handle it.”

Four meetings a year – unfortunately, that’s how far too many board members view their duties. What’s worse is that your “performance” (i.e. networking) on one board leads to appointments to other boards. Rock the boat, and you’re not asked to join the other boards.

“It is difficult to get a man to understand something when his salary depends upon his not understanding it.”

Amazing how a socialist like Sinclair can teach us so much about capitalism.

2008: The Year We Figured Out We Had No Leaders

2008: A Lesson in Recession and Leadership

The axiom “sales cure all ills” rings more true today than ever. More than anything it teaches us an inarguable lesson: that is, we learn more about leadership in bad times than we do in good times.

To prove this theory to yourself, imagine your company just 18 months ago in June 2007. If your business is like most others, you were humming along and times were great. In fact, times were so good that waste, excess and poor leadership went nearly unnoticed. Why would anyone care if “Bob” was a poor leader? His region’s sales were good and that’s all that mattered, right?

Wrong. Because sales does tend to cure all ills – strike that: sales covers up all ills – you didn’t really care that Bob had poor communication skills, had completed no succession planning, and that his team was largely incompetent. They were selling and that’s all that mattered.

Sales Cannot be Your Only KPM

Once the bottom started to fall out, of course, you looked to Bob for answers. Why, your company asked, was his region in such disarray? No one ever assumed it was poor leadership, because no one ever cared to look that closely. Bob surmised that they were just in a “tough market” and that things would turn around in the second quarter.

Well, the second quarter ended up worse than the first, and your company began to realize that Bob’s region was not only losing money, it was also losing market share. It wasn’t just the market, it must be something else.

Not sure what was happening, your CEO asked Bob in the third quarter to give him a plan on how to turnaround the region. Bob’s plan, of course, included cuts so severe that your company lost muscle and bone along with some of the fat. (Because Bob had no idea why the good times were good, he had no idea how to return to them.) The few truly valuable people in Bob’s region left and the sycophants hung on for dear life. Sales continued to decline and no one had any answers.




Goodbye Bob

Last month, your company let Bob go and realigned his region. Upon further review, you discovered that Bob had been losing market share all along – even in the good times – but that he benefited from a growing market and a perception at headquarters that he was a leader. You scratch your head today and ask yourself, “How could we have been so blind?”

Join the club. The issues at your company are not atypical. Nearly every corporation suffers from the same blindness in the good times: a form of near-sightedness so severe no one can see the forest or the trees. Only when we’re faced with near collapse do we bother to look closer; to examine what’s really happening.

The funniest thing to me about the whole “Bob situation” at your company is that anyone is shocked that it was caused by a lack of leadership. Imagine what your company could have achieved during the good times if Bob’s lack of leadership had been identified years ago; imagine how much easier this recession would be on the employees in that region if Bob had never been at the helm.

Perhaps after this recession – sometime in 2009 or 2010 – companies who were hard hit will place the proper value on real leadership and examine every input; not just the outputs. (For those that survive, that is.)

All Work and No Play: Leadership Writing Takes a Holiday

Sharpening the Saw

One of the greatest leadership lessons of all time, sharpen the saw, comes from the greatest leadership books of all time: Stephen Covey’s The 7 Habits of Highly Effective People. (To see our list of the Ten Best Leadership Books of All Time, follow this link.)

The seventh of the seven habits encourages those who wish to be truly effective to take time to exercise their minds, spirits and bodies. Without this, Covey argues, you cannot become truly effective.

We agree, of course. That’s why Covey’s book is Number One on our list, and that’s why we were absent from the world of Leadership Development blogging for the past month. We were sharpening the saw.

With our saws now razor sharp, we’re again ready to help you grow and mature as a leader.

Leadership Development Blogwatch – November 23, 2008

 

Best of the Leadership Development Blogs

The past two weeks on the Leadership Development blogs delivered a middling of mediocrity and only a few top posts. Whether due to the economic turmoil or to some post-Halloween hangover, some of the strongest leadership writers have been quiet. (Luckily, we had a few posts, as did Dr. Earl R. Smith II.)

The AskTheManager.com editors chose the following posts to represent the best of the Leadership Development blogs for the two weeks ending November 23, 2008:




Diminishing Return
If you’re like me, a type A, then the idea of one more call or sentence is a lure. But the reality is we reach diminishing return well before we think. This is not only an issue for type A people. It really flows through our culture (in

Top 100 Best Books for Managers, Leaders & Humans
Marshall Goldsmith, Mark Reiter (leadership development, executive coaching, leadership). 8, Built to Last: Successful Habits of Visionary Companies Jim Collins, Jerry I. Porras (business, management, leadership development, leadership)

Governing in a Crisis
Risk management committees should also assess the corporation’s leadership development programs. A crisis demands strong leadership on the scene and in the boardroom. The CEO must provide direction for the company to find its way out of

5 ways to develop leaders
This leadership industry of selling goods and services shows there’s tons of interest in leadership development amidst organizations of all kinds: government, business, corporations, non-profits, ministries, churches, et al.

The First 90 Days Critical Success Strategies for New Leaders at
The First 90 Days should be incorporated into every company’s leadership development strategy, so that anyone making a transition in an organization can get up to speed quicker and smarter.” -Suzanne M. Danielle, Director of Global

Leadership Development and the Future of Business
What is the Future of Business and why is Leadership Development important? Well, since I am not a psychic nor of divine providence, I, like you, can only guess. However, there are some clear writings on the multitude of walls around …

Thoughts on Leadership from Madeleine Albright
Found this yesterday on the Wall Street Journal Online. Ms. Albright gives some interesting thoughts on leadership and women’s issues. I noticed her embrace of community (reference her reflections on her time at the UN) as well.

Assess and Fine Tune Your Leadership Skills
Remember that we are talking about a leadership development process that extends for many years – leadership development is a preparation for the future by developing the skills and abilities of the present. My leadership coaching helps …

Goldman “Leaders” Choose Poverty over Incarceration
Goldman Leaders Forgo 2008 Bonuses In a recent email from one of our readers, we were asked to weigh in on the Goldman Sachs Group’s leadership decision to request no bonuses for the current calendar year. What are your thoughts on the …

Leadership Development Coaching
Smith specializes in turnaround management, strategic planning, leadership development and executive coaching. He also works as an executive and/or life coach in the areas of personal growth and spirituality. He is the author of Amazing …

The Leader’s Gift-Giving Guide – Holiday Gifts Everyone Can Use
Holiday Gifts for the Office Crowd ‘tis the season to think about all the people who helped you get where you are today. Whether you are a senior leader or an up-and-coming manager, it’s important for you to thank those who make an …

How Small Business Owners Benefit from Coaching
Smith specializes in turnaround management, strategic planning, leadership development and executive coaching. He also works as an executive and/or life coach in the areas of personal growth and spirituality. He is the author of Amazing …

The Two Paths to Great Leadership
Two roads. Had a great conversation with Marc yesterday. We spoke a lot about future plans with our two companies, but it was his brief statement below that made me pause:. “You have two paths you can go on in this environment. …

Young Managers Can Learn from Old Sayings
Old Sayings are Often Gold Sayings Yes, that hackneyed phrase was as hard to type as it is to read, but I used it to illustrate a point: an ounce of prevention is worth a pound of cure; you do reap what you sow; and actions do speak …

Mastering the Art of Leadership
Through leadership development. Why? Because good leaders are made and the process itself is a continuous process of improvement. Here are seven ways to begin developing your leadership right away. Develop your hard skills through …

How to find a leadership coach
They impart special skills through techniques and seminars and deal with issues like personal growth, leadership styles, leadership development and much more. Here emphasis is more on making the management team members more effective …