What is a true leader? What does it take to be a strong leader in todays' marketplace? Does your team take you seriously or do they refer to you as a "joke?" Now hear me out, I mean seriously - are you a joke? Do you bring value to the table every day or are you just passing the time for the next promotion or next job?
I spend enormous time with leaders in all different types of companies and all over the globe. What I find is that only about 20% of these leaders are making a difference and an impact on their team. The others are just passing the time by running meetings that waste time, focusing on more reports and analytics that will prove their point and very little time developing their people.
Why do we have to tip toe around issues? Why do we have to have meetings upon meetings where the "boss" is just waiting for all of us to finally agree with him or her? Years ago when the website domains first were introduced I created one called "Bust-a-Boss." I wanted to set up a toll free number where people could call me and tell me about their boss and I would try and help them sort it out. After testing this awhile, I found that most of the time, the boss was the one who needed feedback and even when I tried to give that person the feedback they didn't want to take it....end result - call their boss, explain how unproductive and dysfunctional this person was and hope the senior leader would sort it out.
I only wish I could still do that - but as a management consultant that would not be the best use of my time and resources. My job is to help people but only those that will accept the help and have the willingness to change.
As we enter June, we are again half way through another year. Are you doing everything you can to be a great leader and a mentor to your team? I hope so...if not call me - I won't bust a boss, but I will support someone who seeks help!
Monday, May 31, 2010
Thursday, May 20, 2010
A New American Citizen
Two days ago Shelley Marlow from our team became a U.S. Citizen and I was there to witness this and participate in the glorious ceremony. There were 4,200 immigrants becoming United States Citizens and over 6,000 people joining the festivities with family and friends. It was overwhelming when we walked into the Los Angeles Convention Center which had been turned into a U.S. Court.
When the Judge began his comments, he focused on this great country and how these new Americans were no different than the Americans born in this country as we are all immigrants with the exception of Native American Indians. He then proceded to say that some Americans should come back and re-visit what America is all about and learn everything that these new Citizens have just learned about the constitution and what this fine country was built on.
I couldn't help but set there and think about all the people that complain about our great nation and here are 4,200 people working so hard to get in and be a part of this country and VOTE!
We waved our flags, sang the National Anthem and cheered on Shelley! Tears rolled down our face when we watched them take their oath and be sworn in. Welcome to America!
So now, sit back and ask yourself how you are contributing to our fine country. Don't set back and tolerate those who want to just take from us and not give anything back.
This country was built on hard work and a commitment to serve America. I am doing my part and now Shelley can vote and do her part. How about you?
When the Judge began his comments, he focused on this great country and how these new Americans were no different than the Americans born in this country as we are all immigrants with the exception of Native American Indians. He then proceded to say that some Americans should come back and re-visit what America is all about and learn everything that these new Citizens have just learned about the constitution and what this fine country was built on.
I couldn't help but set there and think about all the people that complain about our great nation and here are 4,200 people working so hard to get in and be a part of this country and VOTE!
We waved our flags, sang the National Anthem and cheered on Shelley! Tears rolled down our face when we watched them take their oath and be sworn in. Welcome to America!
So now, sit back and ask yourself how you are contributing to our fine country. Don't set back and tolerate those who want to just take from us and not give anything back.
This country was built on hard work and a commitment to serve America. I am doing my part and now Shelley can vote and do her part. How about you?
Wednesday, April 28, 2010
Success is Built on Hard Work and Honesty
Over the past few months I have traveled the globe - 80,000 miles so far and it is just the end of April. What I have noticed is how full the planes are, the hotels are busier than last year as well as the restaurants and bars. This means business is coming back - but hold on - don't start spending your money yet.
Customers and employers are very serious about getting back to business and getting back to the basics of hard work, great ethics and honesty. Everyday you turn on the news and there is one more scandal about dishonest business behavior and poor productivity.
I can't believe how many people think they can get away with this type of behavior. Lying on the job, lying to clients, to your boss - what is going on? I have been conducting my own personal poll as I travel the world. I ask a lot of questions -
1. What is your code of conduct?
2. How does your company maintain an ethical relationship with their clients?
3. What makes you a better performer than others that do the same job as you?
4. What would your clients and company miss if you left?
5. How can you add value to your clients and company now more than ever?
I love asking these questions and most people give me their thoughts. The answers vary dramatically.
There are too many people still looking for an easy ride. Too many people wanting to blame others for their lack of productivity. There is a critical need for clarity on the job and with each other.
I have talked about fierce conversations a lot in my book, my speeches and even in these blogs. It is time to speak up - call people out when they are not stepping up to the plate. Often during tough times, people will try and hide and take cover instead of leading the path to excellence.
The front page of USA Today yesterday said we are coming out of the recession. Well, I have news for everyone - I never went in to the recession. Those people that understand hard work figured out ways to make money during these turbulent times and we all know that everyone comes out of a recession far better off than they went into it - but only if they were working hard to begin with.
Being true to ones self and to their team and clients is the only real way to succeed and I am afraid that some people are looking for an easy way out. Take a look in the mirror and remind yourself that you and you alone are responsible for your success.
Customers and employers are very serious about getting back to business and getting back to the basics of hard work, great ethics and honesty. Everyday you turn on the news and there is one more scandal about dishonest business behavior and poor productivity.
I can't believe how many people think they can get away with this type of behavior. Lying on the job, lying to clients, to your boss - what is going on? I have been conducting my own personal poll as I travel the world. I ask a lot of questions -
1. What is your code of conduct?
2. How does your company maintain an ethical relationship with their clients?
3. What makes you a better performer than others that do the same job as you?
4. What would your clients and company miss if you left?
5. How can you add value to your clients and company now more than ever?
I love asking these questions and most people give me their thoughts. The answers vary dramatically.
There are too many people still looking for an easy ride. Too many people wanting to blame others for their lack of productivity. There is a critical need for clarity on the job and with each other.
I have talked about fierce conversations a lot in my book, my speeches and even in these blogs. It is time to speak up - call people out when they are not stepping up to the plate. Often during tough times, people will try and hide and take cover instead of leading the path to excellence.
The front page of USA Today yesterday said we are coming out of the recession. Well, I have news for everyone - I never went in to the recession. Those people that understand hard work figured out ways to make money during these turbulent times and we all know that everyone comes out of a recession far better off than they went into it - but only if they were working hard to begin with.
Being true to ones self and to their team and clients is the only real way to succeed and I am afraid that some people are looking for an easy way out. Take a look in the mirror and remind yourself that you and you alone are responsible for your success.
Sunday, February 21, 2010
Nothing Normal about the "NEW NORMAL!"
I don't know about you, but I don't believe that we are going to be living this "slow down" for a long time - hence the comments about the new normal. I am not a fan of the new-normal dogma that predicts a decade of mediocre stock markets and slow business. Many people feel that they need to hide away their money and not spend...Nonsense! It is time you start believing that as Americans we can pull ourselves out of this mess - I believe we won't see the fast paced spending that we saw before the financial crisis but we won't be living in austerity either.
Normal should mean reasonable spending, investing, borrowing and living. Many companies are doing great this year. Walmart, Nordstrom and CB Richard Ellis all have done very well. The world is not coming to an end, but we must look at tomorrow with belief in our ability to pull out of this.
I spend a great deal of my life working with clients in the luxury segment, a segment that was really hit with all of the government regulations and perception problems about spending. Well not to fear...we are not ready as Americans to get rid of luxury. Maybe it will be smaller luxury purchases, but mark my word...we will keep buying luxury. Sales of Bentleys and Maybachs may have been down last year, but I know that the Mercedes dealership that I go to has more valet parkers than some of the hotels in my area.
Many people are still consuming luxury but not making such a big deal about it. I am sorry, but if I have worked so hard in order to afford a nice bag or a nice car I shouldn't have to hide that. The only difference today is that the luxury retailers, restaurants, hotels, and clubs have created new ways to sell to us. Tiffany is selling a lot of low-cost bracelets but you still get to walk out of the store carrying the famous trademark "blue box."
Everyone is talking about the growth in China and other parts of the world. Remember our dollar strengthen in parts of the world - the Euro and the Yen! Call me an optimist but I am not ready to say this is the new normal. Nothing is normal about not spending, not enjoying life and hiding the rewards of hard work. So as I carry my Louis Vuitton bag and drive my Mercedes, I apologize to no one and say thank you to myself and my husband for our hard work and commitment to building a better future for our families, our employees and America!
Normal should mean reasonable spending, investing, borrowing and living. Many companies are doing great this year. Walmart, Nordstrom and CB Richard Ellis all have done very well. The world is not coming to an end, but we must look at tomorrow with belief in our ability to pull out of this.
I spend a great deal of my life working with clients in the luxury segment, a segment that was really hit with all of the government regulations and perception problems about spending. Well not to fear...we are not ready as Americans to get rid of luxury. Maybe it will be smaller luxury purchases, but mark my word...we will keep buying luxury. Sales of Bentleys and Maybachs may have been down last year, but I know that the Mercedes dealership that I go to has more valet parkers than some of the hotels in my area.
Many people are still consuming luxury but not making such a big deal about it. I am sorry, but if I have worked so hard in order to afford a nice bag or a nice car I shouldn't have to hide that. The only difference today is that the luxury retailers, restaurants, hotels, and clubs have created new ways to sell to us. Tiffany is selling a lot of low-cost bracelets but you still get to walk out of the store carrying the famous trademark "blue box."
Everyone is talking about the growth in China and other parts of the world. Remember our dollar strengthen in parts of the world - the Euro and the Yen! Call me an optimist but I am not ready to say this is the new normal. Nothing is normal about not spending, not enjoying life and hiding the rewards of hard work. So as I carry my Louis Vuitton bag and drive my Mercedes, I apologize to no one and say thank you to myself and my husband for our hard work and commitment to building a better future for our families, our employees and America!
Friday, January 29, 2010
The Real Uncle Sam
During the war of 1812, Sam Wilson had a contract to supply meat to U.S. troops: salted beef and pork ready to ship out in barrels. To identify the barrels, Wilson assigned a worker to letter them with the initials U.S.; for "United States." That abbreviation wasn't as common as it is today, and when people asked the man doing the lettering what it meant, he joked that it really stood for Uncle Sam, the kindly meat packer's nickname.
The joke got around with amazing speed (no Internet then). Within months the phrase began to appear in political cartoons and newspaper editorials. People started referring to all government property as belonging to Uncle Sam. Soldiers starting calling themselves "Uncle Sam's boys." In no time at all, the meat packer's nickname become the country's nickname.
In early drawings, Uncle Sam appeared clean-shaven, in black. Later he wore the colors of the flag. In the Civil War, cartoonist Thomas Nast drew him gaunt and bearded like Abe Lincoln. The most famous Uncle Sam is actually a self-portrait of artist James Montgomery Flagg.
Remember it all started with an entrepreneur!
The joke got around with amazing speed (no Internet then). Within months the phrase began to appear in political cartoons and newspaper editorials. People started referring to all government property as belonging to Uncle Sam. Soldiers starting calling themselves "Uncle Sam's boys." In no time at all, the meat packer's nickname become the country's nickname.
In early drawings, Uncle Sam appeared clean-shaven, in black. Later he wore the colors of the flag. In the Civil War, cartoonist Thomas Nast drew him gaunt and bearded like Abe Lincoln. The most famous Uncle Sam is actually a self-portrait of artist James Montgomery Flagg.
Remember it all started with an entrepreneur!
Thursday, January 21, 2010
The Rest of The Story in Reading, UK
So here is the rest of the story and it has a happy ending. My clients in Reading called the General Manager of the hotel and shared my experience with him. He was very apologetic and asked what he could do. Of course, a comp stay was not an option, dinner for 2 was out of the question so my client said, she just wants you to know where your problems are.
I went back to the hotel to get my luggage and drive back into London and the General Manager met me in the lobby. He didn't just meet me with a smile, but a bouquet of flowers and a box of English Chocolates. He and I had a very nice chat while I explained to him exactly how his employees had handled this situation and gave very observable feedback. He appreciated it and we exchanged business cards for follow up. So one bad night was rewarded with some personal attention, a new friend and a new client. Gotta love feedback!
I went back to the hotel to get my luggage and drive back into London and the General Manager met me in the lobby. He didn't just meet me with a smile, but a bouquet of flowers and a box of English Chocolates. He and I had a very nice chat while I explained to him exactly how his employees had handled this situation and gave very observable feedback. He appreciated it and we exchanged business cards for follow up. So one bad night was rewarded with some personal attention, a new friend and a new client. Gotta love feedback!
Wednesday, January 20, 2010
Chilly Weather - Chilly Service
Just when you think people get it - they let you down. I am definately not a hotel snob - I know alot of people who are in the hotel business that are ruthless when it comes to their demands, but I am not one of them. I respect each employee, treat them with respect and always try to give them the benefit of the doubt. But not today!
I checked into the Great Western House (Malmaison Reading)in Reading, UK last night. Quite a unique hotel that was once a train station. Cool look, fun bar and restaurant and a front office staff that could CARE LESS!
We checked in late so the hotel was already at capacity and we were given a handicap room - no problem. The issue was the room was on the first floor over a disco - banging music until 3:00am. Lefty and I were there together so when we realized there was only one towel, we called down for another. Let's say we had to call several times to check on the towels, but in addition there was no iron - an ironing board but no iron. When we called down to ask for the iron, we were told that we they would send someone up to 'show us' where the iron is. Well to his surprise, when he came up, guess what - no iron. There was no apology, no empathy, just a short answer of "well I'll get you one". 40 minutes later, came back with no iron, said they are 'locked up' and I have no key so 'I will get you one first thing in the morning'.
So you've figured out by now that I have had it. No sleep all night, one towel for 2 people, no iron to have a crisp shirt in the morning and a wake up call that was only in a few hours.
The next morning when we checked out, we gave the feedback to the front office manager who proceeded to argue with us and tell us that we were too demanding. Too demanding, this is called service and we still had to pay. I am not stopping here - remember I teach customer service for a living - guess who my next prospect is?
I checked into the Great Western House (Malmaison Reading)in Reading, UK last night. Quite a unique hotel that was once a train station. Cool look, fun bar and restaurant and a front office staff that could CARE LESS!
We checked in late so the hotel was already at capacity and we were given a handicap room - no problem. The issue was the room was on the first floor over a disco - banging music until 3:00am. Lefty and I were there together so when we realized there was only one towel, we called down for another. Let's say we had to call several times to check on the towels, but in addition there was no iron - an ironing board but no iron. When we called down to ask for the iron, we were told that we they would send someone up to 'show us' where the iron is. Well to his surprise, when he came up, guess what - no iron. There was no apology, no empathy, just a short answer of "well I'll get you one". 40 minutes later, came back with no iron, said they are 'locked up' and I have no key so 'I will get you one first thing in the morning'.
So you've figured out by now that I have had it. No sleep all night, one towel for 2 people, no iron to have a crisp shirt in the morning and a wake up call that was only in a few hours.
The next morning when we checked out, we gave the feedback to the front office manager who proceeded to argue with us and tell us that we were too demanding. Too demanding, this is called service and we still had to pay. I am not stopping here - remember I teach customer service for a living - guess who my next prospect is?
Friday, January 1, 2010
Welcome to 2010!
We have made it through a tough year of '09 and we are all welcoming in the New Year. So let's reflect on what happened and what changes need to happen in order to make this the beginning of a great decade.
First of all let's remember that Hope is NOT a plan - it is a dream and will not come to reality without hard work and dedication. On New Years Eve I celebrated with my family in Houston and we had one of my nephews friends join us as he was on leave from the military. It was so interesting to talk to him about his positive outlook on a tough war and the future of America. He was motivated, positive and full of life - even though he was going back to fight.
Then there were others I met over the holidays who on the other hand had nothing to say but complaining. Complaints about no job, their inablity to save money, their lack of focus and their constant search for the solution.
Well the solution is right before you. It lies in your hands, your heart, your brain and your passion to make a difference.
Are you where you want to be as we enter 2010? Are you living the life you want to live right now? Are you focused on goals that will help you achieve everything you ever hoped for? What are doing for the rest of your life?
Anyone that follows me or reads my blog knows that I am all about the positive outlook on life, but I have never been one for sitting around waiting for things to happen. I believe in making things happen for myself, my family and my companies. I will never leave fate in someone elses hands.
Years ago, I met a person who tried to convince me that life was not in my hands. She preached to me that no matter what plans I made, it didn't matter. Well I don't know where that woman is today - nor do I care, but if she were around, I would share this with her.
I have had choices to make as everyone has over this past year. How do we keep our businesses running with a profit and not lay anyone off? How do I make sure I keep all of our assets safe and still invest in the future? Well HOPE was not the strategy to our success. Our success has always been built on a plan and actions to support that plan. Nothing has changed.
So for all of you that are struggling, please take this time to sit down with your closest family member or friend and begin to spell out your plan. What will you change immediately to make a difference in your life? How will these changes affect you for the future? What help do you need and where will you seek it?
This is the beginning of a brand new decade. You have choices my friends to make a difference. So let's ring it in with the most passion you can give.
First of all let's remember that Hope is NOT a plan - it is a dream and will not come to reality without hard work and dedication. On New Years Eve I celebrated with my family in Houston and we had one of my nephews friends join us as he was on leave from the military. It was so interesting to talk to him about his positive outlook on a tough war and the future of America. He was motivated, positive and full of life - even though he was going back to fight.
Then there were others I met over the holidays who on the other hand had nothing to say but complaining. Complaints about no job, their inablity to save money, their lack of focus and their constant search for the solution.
Well the solution is right before you. It lies in your hands, your heart, your brain and your passion to make a difference.
Are you where you want to be as we enter 2010? Are you living the life you want to live right now? Are you focused on goals that will help you achieve everything you ever hoped for? What are doing for the rest of your life?
Anyone that follows me or reads my blog knows that I am all about the positive outlook on life, but I have never been one for sitting around waiting for things to happen. I believe in making things happen for myself, my family and my companies. I will never leave fate in someone elses hands.
Years ago, I met a person who tried to convince me that life was not in my hands. She preached to me that no matter what plans I made, it didn't matter. Well I don't know where that woman is today - nor do I care, but if she were around, I would share this with her.
I have had choices to make as everyone has over this past year. How do we keep our businesses running with a profit and not lay anyone off? How do I make sure I keep all of our assets safe and still invest in the future? Well HOPE was not the strategy to our success. Our success has always been built on a plan and actions to support that plan. Nothing has changed.
So for all of you that are struggling, please take this time to sit down with your closest family member or friend and begin to spell out your plan. What will you change immediately to make a difference in your life? How will these changes affect you for the future? What help do you need and where will you seek it?
This is the beginning of a brand new decade. You have choices my friends to make a difference. So let's ring it in with the most passion you can give.
Tuesday, November 17, 2009
Dolce Vita!
So here we are in Italy. We spent 3 magnificant days in Rome. Private tour of the Vatican, The Spanish Steps, the shopping, dining and above all, the laughs and fun with Kelly (my sister) and Dean. This has been a trip of a lifetime for them. We are now in Florence, and when we checked into the beautiful Four Seasons Hotel they escorted Kelly and Dean to their lovely suite, with flowers, champagne, and chocolates. Happy Anniversary! I loved the look in their eyes. Seeing them enjoy this trip is worth the price of admission. They are thrilled. We had a lovely day going to Pisa and tomorrow a city tour of Florence. Then off to a Villa to rest up for our flight home.
It has always been said that it is better to give than receive and I have always been a giver, but this trip has been a gift to me as well. Although I miss having Lefty with us, we talk several times at the end of my day and text late into the night. I have been in charge of making this a great trip for my sister and Dean, and it is working.
We went to Mass at the Vatican and as I sat there listening to the service in Italian I felt so good - I knew pretty much everything they were saying and it was a special time to just sit back and reflect on this year. We are all so blessed and so many of us just go so fast we don't take time to just "chill." I have not laughed so hard and had so many great conversations with my sister in a long time. We are always focused on the kids, work or family. This was just about us and it was a great time to connect. Lefty stayed connected by our stories over Skype each night - he laughed right along with us.
So as we enter the festive season of Thanksgiving, reach out and let those you love know how thankful you are for them. It only takes a phone call, a card and even just an email. Life is short - you all know that, so take care of what matters now. Dolce Vita!
It has always been said that it is better to give than receive and I have always been a giver, but this trip has been a gift to me as well. Although I miss having Lefty with us, we talk several times at the end of my day and text late into the night. I have been in charge of making this a great trip for my sister and Dean, and it is working.
We went to Mass at the Vatican and as I sat there listening to the service in Italian I felt so good - I knew pretty much everything they were saying and it was a special time to just sit back and reflect on this year. We are all so blessed and so many of us just go so fast we don't take time to just "chill." I have not laughed so hard and had so many great conversations with my sister in a long time. We are always focused on the kids, work or family. This was just about us and it was a great time to connect. Lefty stayed connected by our stories over Skype each night - he laughed right along with us.
So as we enter the festive season of Thanksgiving, reach out and let those you love know how thankful you are for them. It only takes a phone call, a card and even just an email. Life is short - you all know that, so take care of what matters now. Dolce Vita!
Wednesday, November 11, 2009
The Road Keeps Winding
I have always been a big believer in making lemonade out of lemons and believe that I have helped hundreds of people through this rocky year stay on top. So now it is my turn. When you are the person who everyone turns to for motivation, it is hard to find motivation yourself. I read everything in sight, listen to speakers, talk to everyone I can to keep myself informed and yes, motivated. But the road continues to wind and with each curve there is always another curve ball.
Recently my travel schedule has been more hectic than usual, and for those of you who know me you may wonder how that could be. But, yet, I keep on trekking. One city to another - one country to another, all with a smile on my face and a positive attitude. Up to this point I have always tried to look at things through rose colored lenses, but recently I have met people who will do whatever they need to do to get ahead, put others down and not really care about assisting those around them. Playing politics has never been a game I get involved in, and I have been able to avoid being invited to that table. Well I have decided I am inviting myself and calling people out on their antics. This of course won't win me any friends, but it certainly is allowing me to stay authentic to who I am.
I am known as the radical mentor, people want to hear what I say until it is about how they need to change. Please know that I am a part of this too, I get feedback about my performance, attitude and team work daily. I accept when I get on someone's nerves and I try and change that behavior. Why in the world is it so hard for people to face facts - look in the mirror and take responsibility for what is expected of you.
I am getting ready for a trip to Italy - it is my sisters 50th birthday and she and her husband are also celebrating their 25th wedding anniversary. Lefty and I planned this trip a year ago as a gift to them. A fun time to get away and no speeches or workshops for Cindy. Well once again the road winds, and the curve ball is thrown.
On a 18 hour flight back from the Middle East Lefty developed 3 blood clots in his leg. Needless to say 2 weeks later getting on another transatlantic flight is not a good idea. So we pick up and keep going. I will take my sister and her husband on a fabulous trip. I will talk to Lefty every day and he will be a part of the trip. Just like we have done for 29 years. I wrote the book Living with no Balance and Loving it for a reason. If there were balance, we could have postponed this trip and waited for Lefty's leg to get better. But we don't live with balance - my schedule is so booked through 2010 that trying to find a new set of dates is crazy - so we move on.
Why is it so hard for people to be flexible. The restaurant that doesn't go out of their way for a guest, the hotel without a bar open to serve a busy lobby. The gift shop in a hotel that has nothing for any normal emergency you have while traveling and manager with an attitude. I have no more time for this and from now on I am speaking up. I always have been careful not to make anyone mad. Forget it - when I get mad no one even knows - so now it is time for me to share. Life is a great gift and I will never take it forgranted. Stop sitting back in your easy chair watching life go by - get out and participate with a great deal of passion!
Recently my travel schedule has been more hectic than usual, and for those of you who know me you may wonder how that could be. But, yet, I keep on trekking. One city to another - one country to another, all with a smile on my face and a positive attitude. Up to this point I have always tried to look at things through rose colored lenses, but recently I have met people who will do whatever they need to do to get ahead, put others down and not really care about assisting those around them. Playing politics has never been a game I get involved in, and I have been able to avoid being invited to that table. Well I have decided I am inviting myself and calling people out on their antics. This of course won't win me any friends, but it certainly is allowing me to stay authentic to who I am.
I am known as the radical mentor, people want to hear what I say until it is about how they need to change. Please know that I am a part of this too, I get feedback about my performance, attitude and team work daily. I accept when I get on someone's nerves and I try and change that behavior. Why in the world is it so hard for people to face facts - look in the mirror and take responsibility for what is expected of you.
I am getting ready for a trip to Italy - it is my sisters 50th birthday and she and her husband are also celebrating their 25th wedding anniversary. Lefty and I planned this trip a year ago as a gift to them. A fun time to get away and no speeches or workshops for Cindy. Well once again the road winds, and the curve ball is thrown.
On a 18 hour flight back from the Middle East Lefty developed 3 blood clots in his leg. Needless to say 2 weeks later getting on another transatlantic flight is not a good idea. So we pick up and keep going. I will take my sister and her husband on a fabulous trip. I will talk to Lefty every day and he will be a part of the trip. Just like we have done for 29 years. I wrote the book Living with no Balance and Loving it for a reason. If there were balance, we could have postponed this trip and waited for Lefty's leg to get better. But we don't live with balance - my schedule is so booked through 2010 that trying to find a new set of dates is crazy - so we move on.
Why is it so hard for people to be flexible. The restaurant that doesn't go out of their way for a guest, the hotel without a bar open to serve a busy lobby. The gift shop in a hotel that has nothing for any normal emergency you have while traveling and manager with an attitude. I have no more time for this and from now on I am speaking up. I always have been careful not to make anyone mad. Forget it - when I get mad no one even knows - so now it is time for me to share. Life is a great gift and I will never take it forgranted. Stop sitting back in your easy chair watching life go by - get out and participate with a great deal of passion!
Friday, October 16, 2009
Executives With Too Much Time on Their Hands!
We have experienced the biggest economic slow down we have seen in years and still there are so many executives that are out of control. Now more than ever it is every one's responsibility within an organization to make a difference. Whether you are the mail boy or the CEO, you need to focus on 3 key elements in your business today.
1. Keep all current customers so happy they won't go elsewhere
2. Find new customers to replace those that you have lost
3. Create innovative ideas to get your customers to spend more money with you
Now this takes brain power, energy, team work, brainstorming, breaking out of our comfort zones and accepting that just because you are the vice president you may not have all the answers.
As a leader you have a fundamental obligation to your business, your board members, your employees and your customers. Find ways to keep the business alive and don't sit back in your easy chair and direct. This time in history means rolling up your sleeves and getting out there and working - not sitting on the side lines judging and criticizing, but actually assisting your people how to do it better everyday.
I have been a leader for over 30 years and I promise you I have always worked side by side with my team during tough times. It doesn't mean during great times I sit back, it just means when business is so great I can step aside and plan for the future. The future right now is tomorrow and if you haven't done anything to help your team for tomorrow - there is no sense in sticking around for the future - because there may not be one for you! P.S. Wonder what I am doing with a TSA agent - just so happens they were having line up and I teach organizations about line up so I asked if I could join in - due to some security reasons I could only join for the last few minutes, but I did learn some new things - day by day, city by city, airport by airport I know I am helping each person I meet and each person on my team how to be better. And along the way I also learn and grow! Oh by the way - this TSA agent knows me so well her nickname for me is "shoes." I bet that some executives out there are not known as well by their employees as I am by these agents.
Wednesday, September 30, 2009
Different Religions are Like a Lamp of Light!
Interesting flight to London from Cairo recently. I was seated in economy next to two young girls my daughters age - 21 & 22 years old. One of the girls mother was up front in business class and the girls decided I was just the person to talk to.
A four hour flight and I enjoyed every minute of this conversation. The way they engaged in conversation was to lean over to me and ask if I was a mother. When I said "yes," they asked if I had a son or a daughter and what her age was. After we shared information about each other - they were attending a semester abroad in London, and I told them all about Jessica, then came the big question. Are you Christian or Muslim? I told them I was Christian and they both shared that one was Christian and one was Muslim. We proceeded to talk and they said, here is our dilemma...the Muslim girl explained that she is in love with a Christian boy from Cairo and her parents are forbidding her to see him and now that she is leaving for London she wants to call him to say goodbye. I continued to just listen and then they asked me what she should do.
Now let's remember that I don't know these girls at all and I am certainly not going to tell them what to do, but listening to their story made me feel bad for the Muslim girl who is in love with a Christian boy. Life is strange and each move we make changes our lives for ever. Her best friend seated next to her who is Christian and dating a Muslim boy said - go ahead and call him - use my phone and your parents won't know. The the Christian girl said something I will always remember... "After all religion is like lamps." "You can change the shade but the light is always bright underneath each shade!"
Remember this today - who are you, what are you and why do you do what you do? - we are all lamps with different shades - maybe we should all learn to shine some light!
A four hour flight and I enjoyed every minute of this conversation. The way they engaged in conversation was to lean over to me and ask if I was a mother. When I said "yes," they asked if I had a son or a daughter and what her age was. After we shared information about each other - they were attending a semester abroad in London, and I told them all about Jessica, then came the big question. Are you Christian or Muslim? I told them I was Christian and they both shared that one was Christian and one was Muslim. We proceeded to talk and they said, here is our dilemma...the Muslim girl explained that she is in love with a Christian boy from Cairo and her parents are forbidding her to see him and now that she is leaving for London she wants to call him to say goodbye. I continued to just listen and then they asked me what she should do.
Now let's remember that I don't know these girls at all and I am certainly not going to tell them what to do, but listening to their story made me feel bad for the Muslim girl who is in love with a Christian boy. Life is strange and each move we make changes our lives for ever. Her best friend seated next to her who is Christian and dating a Muslim boy said - go ahead and call him - use my phone and your parents won't know. The the Christian girl said something I will always remember... "After all religion is like lamps." "You can change the shade but the light is always bright underneath each shade!"
Remember this today - who are you, what are you and why do you do what you do? - we are all lamps with different shades - maybe we should all learn to shine some light!
Saturday, September 26, 2009
Time to Turn Over a New Leaf!
It is the last few days of September and it seems like yesterday it was January. I know...where does the time go? So let's think about that. Where does the time go? How many of you have completed your to do's, hit your targets and are ready to begin turning over the new leaves for the next year. Yes, I am serious. Autumn is a great time to begin planning for 2010 - not just your corporate budgets, travel plans and targets for work, but your personal goals as well. What have you accomplished this year? Make a list of your accomplishments and brag out loud. Don't wait for someone to thank you for what you have done - thank yourself by feeling good about yourself and planning new challenges for next year. 2009 was tough for everyone - business, families, and students all struggled to make the most of a bad year. But we are turning over a new leaf. We are entering the last quart of 09 and I believe what I said in January - those of us who marched forward through this chaos are thriving and those who buried their heads in the said are just surviving. Which are you? What changes did you make in your life and in your business? What is your plan for 2010? How will you actually have made this recession work for you?... and finally ~ my suggestion to each of you reading this is to "just get on with it." This is our time to prove what we can do. Don't let the politics, the negativity or the economy get in your way. Go out and make a name for yourself in whatever field you are in. This is our time to shine!
Wednesday, August 26, 2009
Let's Get Real
Everyone in business today is serious about staying in their business and more so growing their business. But what does that really mean. What changes in behavior have you taken to find new business. There are a lot of people out there fighting for your share of the pie, and guess what ~ they may be more serious than you. What do you have to do in order to keep the business you have and actually win more business?
The answer lies in your focus, drive and commitment to work harder than your competition to keep your current customers and win new ones. Let's say for example you have a frozen yogurt shop in your neighborhood. You already have a lot of regular clients ~ you even have a loyalty program and stamp their card each time they come in. Well, what happens when someone opens another yogurt store within 1 mile of your existing shop? The new yogurt store even tells customers that they will honor your loyalty card and they have priced themselves evenly with you, offer more toppings for the yogurt than you have and even more so, they have a customized juice bar that you don't have.
What are you going to do. Complain to your friends that the community should not have allowed them to open another yogurt store by yours, lower your prices, try to build a juice bar, add more toppings - what are you going to do?
Let's get real! No one has a license on market share. What should you do? Make sure this doesn't effect you. First let's look at business today and see how focused you are and how competitive you must be. Answer the following questions to make sure you are prepared for the next competitive strike.
1. What new things are you providing to your customers now...before they ask for it?
2. How do you respond to customer feedback?
3. What does sense of urgency mean to you?
4. How do you actively stay on top of the competition?
5. How much fun do you have with your customers and your employees?
The answers to these questions and others will help you continue to position yourself aggressively against the competition. Remember ~ Let's Get Real! Stop blaming everyone else about your loss of revenue. Find new ways to contribute to top line revenue right now, whether you are in sales or not.
For more help contact www.masterconnection.com and ask for Cindy - I will give you what you need, and don't be surprised if it isn't a good kick in the pants!
The answer lies in your focus, drive and commitment to work harder than your competition to keep your current customers and win new ones. Let's say for example you have a frozen yogurt shop in your neighborhood. You already have a lot of regular clients ~ you even have a loyalty program and stamp their card each time they come in. Well, what happens when someone opens another yogurt store within 1 mile of your existing shop? The new yogurt store even tells customers that they will honor your loyalty card and they have priced themselves evenly with you, offer more toppings for the yogurt than you have and even more so, they have a customized juice bar that you don't have.
What are you going to do. Complain to your friends that the community should not have allowed them to open another yogurt store by yours, lower your prices, try to build a juice bar, add more toppings - what are you going to do?
Let's get real! No one has a license on market share. What should you do? Make sure this doesn't effect you. First let's look at business today and see how focused you are and how competitive you must be. Answer the following questions to make sure you are prepared for the next competitive strike.
1. What new things are you providing to your customers now...before they ask for it?
2. How do you respond to customer feedback?
3. What does sense of urgency mean to you?
4. How do you actively stay on top of the competition?
5. How much fun do you have with your customers and your employees?
The answers to these questions and others will help you continue to position yourself aggressively against the competition. Remember ~ Let's Get Real! Stop blaming everyone else about your loss of revenue. Find new ways to contribute to top line revenue right now, whether you are in sales or not.
For more help contact www.masterconnection.com and ask for Cindy - I will give you what you need, and don't be surprised if it isn't a good kick in the pants!
Friday, August 14, 2009
Summer is Almost Over!
So the lazy days of summer are coming to an end...or are they? People are still out of work, or working less and to them, summer will keep on rolling until they are employed. The politics of today concern everyone - healthcare, the war(s), the economy, the weather, and on and on and on. So stop right now and focus on what I am about to say! Seriously. What is wrong with America? We are a strong country that has been a leader forever and now because the media and the liberals continue to tell everyone how bad it is here, some people are actually believing it.
Again, I am really not concerned if you are conservative or liberal - I am concerned with reality and most people can't face reality. Reality of this country has been built on hard work and not on hand outs. But that doesn't seem to matter anymore. Give me more, give me more...who is going to give more? The only people that are going to give more are the ones that are working hard to be able to give.
Tonight I had dinner with friends from England. First they HATE their heath care system and second, their friends and family members that are out of work are not even trying to get jobs because in their socialist society - the government will take care of them. So sad and so true.
When are we going to stop blaming and start to take some responsibility. If you haven't saved money, invested money in IRA's or your own retirement - whose fault is it? Money problems have been around forever - the only difference now is that we have to constantly blame someone and it usually is big business. I am over it and over those who want a hand out. Charity begins at home and I will take care of my own - my family, my business and my country. If you don't like that - who cares! We will not only survive this mess we will thrive. Look at the real grass roots of America...they are speaking up and not standing for this chaos. Think we are kidding...just continue to sit back in your easy chair and watch. This is just the beginning. Nothing and no one will make you a success. This comes from within - you either have it or you don't. Make something happen now and you will be successful for the rest of your life!
Again, I am really not concerned if you are conservative or liberal - I am concerned with reality and most people can't face reality. Reality of this country has been built on hard work and not on hand outs. But that doesn't seem to matter anymore. Give me more, give me more...who is going to give more? The only people that are going to give more are the ones that are working hard to be able to give.
Tonight I had dinner with friends from England. First they HATE their heath care system and second, their friends and family members that are out of work are not even trying to get jobs because in their socialist society - the government will take care of them. So sad and so true.
When are we going to stop blaming and start to take some responsibility. If you haven't saved money, invested money in IRA's or your own retirement - whose fault is it? Money problems have been around forever - the only difference now is that we have to constantly blame someone and it usually is big business. I am over it and over those who want a hand out. Charity begins at home and I will take care of my own - my family, my business and my country. If you don't like that - who cares! We will not only survive this mess we will thrive. Look at the real grass roots of America...they are speaking up and not standing for this chaos. Think we are kidding...just continue to sit back in your easy chair and watch. This is just the beginning. Nothing and no one will make you a success. This comes from within - you either have it or you don't. Make something happen now and you will be successful for the rest of your life!
Wednesday, July 22, 2009
If You Haven't Been to Houston Lately...You Don't Know Houston!
I am here in Houston, Texas working with the Convention & Visitors Bureau as well as the George R. Brown Convention Center. In addition, I am speaking locally so spending several days in downtown Houston, Texas. Let me start off by saying that I am very familiar with Houston. My parents and sister live north of the city in Spring, I worked at The Woodlands Inn & Conference Center and my daughter goes to college at Texas A+M in Galveston. So, as you can see, I spend a lot of time in this part of the world. But....I haven't spent so many days and nights in downtown Houston working and enjoying it as a destination.
So what is new ~ everything! Let's start off with the facts that Houston is 2nd only to NYC in number of Fortune 500 Companies HQ, 2nd only to NYC in restaurants, and Houston is one of the most International Cities in America with over 100 different nationalities. Within walking distance of the Four Seasons Hotel, The Hilton of The Americas and The George R. Brown Convention Center are restaurants, clubs, museums, sport centers, shopping, parks, music halls and you can get around the entire city in a taxi for only $6.00US ~ "Six in the City," a program that the taxi drivers with the city put together to charge a flat fee in the city which makes it very user friendly.
The new renovations of buildings for lofts, restaurants and shops have given a new sparkle to a city that many only thought of for the oil and energy business. More companies are moving their headquarters into the city which makes for a great lifestyle that hasn't been seen in the city center for years.
So, was I hired to say all this? NO! I love LA, OC, NYC, CHICAGO, and all the other cities in between. You hear me talk about Prague, London, Budapest and Cairo all the time, but now it is time for HOUSTON! I felt so much pride and passion about this city as my daughter Jessica, her boyfriend Brandon and I walked the city streets after 5:00pm. It was clean, safe and by the way ~ in July the weather was wonderful.
Everyone needs a make over now and again. As we enter the fall fashion scene, we always look at what's in and what's out ~ well Houston has hit the "in" list. If you haven't been to Houston lately ~ you don't know Houston at all!
So what is new ~ everything! Let's start off with the facts that Houston is 2nd only to NYC in number of Fortune 500 Companies HQ, 2nd only to NYC in restaurants, and Houston is one of the most International Cities in America with over 100 different nationalities. Within walking distance of the Four Seasons Hotel, The Hilton of The Americas and The George R. Brown Convention Center are restaurants, clubs, museums, sport centers, shopping, parks, music halls and you can get around the entire city in a taxi for only $6.00US ~ "Six in the City," a program that the taxi drivers with the city put together to charge a flat fee in the city which makes it very user friendly.
The new renovations of buildings for lofts, restaurants and shops have given a new sparkle to a city that many only thought of for the oil and energy business. More companies are moving their headquarters into the city which makes for a great lifestyle that hasn't been seen in the city center for years.
So, was I hired to say all this? NO! I love LA, OC, NYC, CHICAGO, and all the other cities in between. You hear me talk about Prague, London, Budapest and Cairo all the time, but now it is time for HOUSTON! I felt so much pride and passion about this city as my daughter Jessica, her boyfriend Brandon and I walked the city streets after 5:00pm. It was clean, safe and by the way ~ in July the weather was wonderful.
Everyone needs a make over now and again. As we enter the fall fashion scene, we always look at what's in and what's out ~ well Houston has hit the "in" list. If you haven't been to Houston lately ~ you don't know Houston at all!
Sunday, July 5, 2009
Do You Really Want a Change Agent?
Everyone is looking for a "golden bullet" to make things better. Well business is clearly picking up, it still will be a while before we are back in the "business booming" phase. So let's talk about change.
Change it up, make it different, come up with a new way to be successful. That is the mantra of today - everyone wants to throw out the old because business has been bad, and forget about what results we actually got from the "old."
Call me old fashion, call me too rigid, call me too simple. But don't call me unsuccessful. I am very successful both personally and professionally and it drives me crazy how so many people want that success without the hard work. I know, you think, oh here we go again with Cindy on her soap box. Well if you don't like my soap box don't read my blog, my facebook, my twitter or even my emails. I won't get off this soap box until those who want the quick, easy solution to our problems start to get to work - and I mean "work."
Take looking for new opportunities or new business. You can call it whatever you want to call it - but it is prospecting for new business. Why does everyone try and sugar coat it, call it something else? It is picking up the phone, trying to get prospective customers to talk to you about your ideas, your products or services. It is that simple, but not that easy!
My daughter Jessie, who is 21 and getting ready for her senior year at Texas A+M is so excited about all the opportunities out there. This week, she and a friend brainstormed ideas for new companies. I jumped right in. Every idea was great and the energy was fabulous. Now comes the heavy lifting - putting ideas to work means "work."
So let's go back to the change agent. What is funny to me is when everyone wants change, and we go in and start to call it like it is, no one wants the truth. It reminds me of the movie "A Few Good Men." "You Can't Handle the Truth." If you really want change, you may need to look inward first. Do you as the boss, the leader the business person really want all that comes with the change? If not - don't ask for it. Start to make sure that what should be going on in your business is actually happening. Is everyone working at the speed and accuracy you need? If not...start there before you call in the change agent!
Change it up, make it different, come up with a new way to be successful. That is the mantra of today - everyone wants to throw out the old because business has been bad, and forget about what results we actually got from the "old."
Call me old fashion, call me too rigid, call me too simple. But don't call me unsuccessful. I am very successful both personally and professionally and it drives me crazy how so many people want that success without the hard work. I know, you think, oh here we go again with Cindy on her soap box. Well if you don't like my soap box don't read my blog, my facebook, my twitter or even my emails. I won't get off this soap box until those who want the quick, easy solution to our problems start to get to work - and I mean "work."
Take looking for new opportunities or new business. You can call it whatever you want to call it - but it is prospecting for new business. Why does everyone try and sugar coat it, call it something else? It is picking up the phone, trying to get prospective customers to talk to you about your ideas, your products or services. It is that simple, but not that easy!
My daughter Jessie, who is 21 and getting ready for her senior year at Texas A+M is so excited about all the opportunities out there. This week, she and a friend brainstormed ideas for new companies. I jumped right in. Every idea was great and the energy was fabulous. Now comes the heavy lifting - putting ideas to work means "work."
So let's go back to the change agent. What is funny to me is when everyone wants change, and we go in and start to call it like it is, no one wants the truth. It reminds me of the movie "A Few Good Men." "You Can't Handle the Truth." If you really want change, you may need to look inward first. Do you as the boss, the leader the business person really want all that comes with the change? If not - don't ask for it. Start to make sure that what should be going on in your business is actually happening. Is everyone working at the speed and accuracy you need? If not...start there before you call in the change agent!
Tuesday, June 2, 2009
Focus on the Future
In order to develop a positive attitude during these times, we need to focus on the future. A positive outlook of the future is what will guide you and your team through this mess. So where does one begin? First - look in the mirror. What do you see? Do you see someone with the glass half empty or full? Do you see yourself helping your business in new ways - have you created an innovative idea lately?
The answers to these questions lie within you. You and only you need to take charge right now to help build business, give customers great service and provide value to your company. Great leaders, great employees are developed...not born. Yet, why do so many people seem to feel they don't need any development?
Today I want to explore the idea I had years ago - "Bust a Boss!" Now this may seem radical (which I am as you all know), but what I am talking about is simple "real time" conversations with your boss and vice a versa. Bust things up - shatter the normal and sit down and have a real conversation with your boss and tell them the truth. How can anyone help you if you don't admit where you may need some help.
Recently I met with a group and shared the idea of having them all write on a flip chart what they were really good at and on the other flip chart what they were not good at and didn't like doing. What followed was a complete change in the structure of the team. "Bust it Up." Change things around, but let's stop playing around. Real time feedback and talking to one another is the only way to really have a positive outlook of the future. Anything short of that is mere horseplay.
In today's complex environment the boss may not have all the answers. If you are the boss - and you don't have all the answers - admit it, ask for help and stop hiding behind the title. The future belongs to those of us with the confidence to lead our team through this economy. Tomorrow will show the results of our efforts.
The answers to these questions lie within you. You and only you need to take charge right now to help build business, give customers great service and provide value to your company. Great leaders, great employees are developed...not born. Yet, why do so many people seem to feel they don't need any development?
Today I want to explore the idea I had years ago - "Bust a Boss!" Now this may seem radical (which I am as you all know), but what I am talking about is simple "real time" conversations with your boss and vice a versa. Bust things up - shatter the normal and sit down and have a real conversation with your boss and tell them the truth. How can anyone help you if you don't admit where you may need some help.
Recently I met with a group and shared the idea of having them all write on a flip chart what they were really good at and on the other flip chart what they were not good at and didn't like doing. What followed was a complete change in the structure of the team. "Bust it Up." Change things around, but let's stop playing around. Real time feedback and talking to one another is the only way to really have a positive outlook of the future. Anything short of that is mere horseplay.
In today's complex environment the boss may not have all the answers. If you are the boss - and you don't have all the answers - admit it, ask for help and stop hiding behind the title. The future belongs to those of us with the confidence to lead our team through this economy. Tomorrow will show the results of our efforts.
Monday, May 18, 2009
The Value of Business Travel
As I sit in my office after 19 days on the road preparing to leave for another 7 days, I realize the effect of business travel and productivity. Without a doubt, I have been extremely conscious of talking to everyone I meet on the planes, in the airports, hotels and around the meetings at coffee breaks. It is this simple. People need to break away from their normal day to day operations and meet with others to define strategies, action steps and programs to take their organizations into the future.
I truly believe we have hit the bottom and things are moving. I am seeing more travelers out calling on their customers and beginning to entertain them as well. Last week while attending an Oracle Users Group Conference and then a Sage Users Conference, I met more people that spoke to me about how business was rebounding.
Now, I say that but then I also see the business that is still suffering. Let's not play business right now. Let's focus on making it real! Real is about honesty, integrity and follow through. I leave you with this. Who do you need to call to clear up some issues? Who did you forget to follow up with, and what do you need to do to connect with your customers? It is up to you....not me!
I truly believe we have hit the bottom and things are moving. I am seeing more travelers out calling on their customers and beginning to entertain them as well. Last week while attending an Oracle Users Group Conference and then a Sage Users Conference, I met more people that spoke to me about how business was rebounding.
Now, I say that but then I also see the business that is still suffering. Let's not play business right now. Let's focus on making it real! Real is about honesty, integrity and follow through. I leave you with this. Who do you need to call to clear up some issues? Who did you forget to follow up with, and what do you need to do to connect with your customers? It is up to you....not me!
Friday, May 8, 2009
Where in The World is Cindy?
So because I travel so much, I realize that I may post a new blog with my thoughts from Jackson Hole, and then a picture of me in Orlando and the next day on Facebook it says I am in NYC. I receive alot of Twitter comments that say "so are you in the mountains or the city?" Well first of all - I love to keep people guessing - I am everywhere, believe it or not. That takes me to my thoughts today.
I am currently on the road for 20 days without going back home to Orange County, CA. Normally, I come back home at least every 4-6 days, re-group and go back out. But now more than ever I need to be out assisting our clients in growing business - after all "Cindy Novotny is the Stimulus Package."
So on to the story. First let me say that I am usually a fan of all airlines - I fly so much that I applaud all airlines for keeping us going safely in the air. But now, I have decided after several flights on Delta that I am no longer a fan of this airline. Granted, I have no status on this airline, nor will I ever because I am no longer going to fly them due to their lack of appreciation for a road warrior who is a 1K on United and a Platinum on American. Northwest on the other hand (the airline that merged with Delta) is a different story. They understand service (no I am not kidding for all of you that call them "northworst." They get and I can prove it.
I flew from Atlanta to Miami on Friday of last week on Northwest. Again, no status on this airline, but when I checked in the the agent at the counter said would you like to purchase an upgrade to first class, since we have open seats and it looks like as a business traveler you may be interested in the $70.00 upgrade. I immediately said yes, bought the upgrade and everyone was happy. Northwest made $70.00 more dollars which is alot in today's market, and I had a great ride and a glass of wine.
Arrived on time in Miami, received my luggage and had a wonderful day of work in Miami on Saturday - yes Saturday - remember now more than ever you do what it takes.
Left Miami Saturday night on Delta - express plane with no first class to Orlando. Great flight, arrived in Orlando for the Oracle Users Group Conference and had a great time with the ducks at The Peabody.
After giving speeches on both Sunday and Monday I had to take a really long flight to Bozman, Montana and drive a 5 hour drive to Jackson Hole, WY in the middle of the night - well, I didn't drive but still had to be awake to see all the bison, wolves, deer and elk that we passed on this beautiful ride under a full moon. I may mention that I flew American out of Orlando and did get upgraded and had a wonderful flight.
So here we go...left Jackson Hole on Delta (express again - no first class) and flew to Salt Lake City, Utah where I had to wait 41/2 hours for a red eye to New York's JFK. So I used my Platinum American Express to get me into the Delta Sky Club (a nice perk of AX) so I could relax and get some work done. Again, the difference in the Delta Club to the Red Carpet Club or the American Airlines Club Lounge - big difference. It was 7:00pm and there were NO snacks except the cookies Delta serves on their coach flights, and pretzels. No cheese, veggies or any food to purchase which you can now get in American and United clubs. Oh whatever....I had 25 cookies and bowls of pretzels for dinner. Big deal.
I went up to the counter at the club and asked if there were any open seats in first class that would be available to purchase upgrades. She said "oh yes, there are 16 seats available on this flight to upgrade." I asked how much and she said $125.00. Oh great I thought and she said I needed to do it at the gate closer to departure time. So with that I went back to my seat and waited until about 11:15pm to leave for the gate.
Once I got to the gate, I realized there were only about 40 people milling around for our red eye to NYC. So I approached the gate agent (who by the way - gate agents on any airline can ruin your life - just ask the pilots and flight attendants), I asked the agent about upgrading. He said, yes this is available. He asked for my ticket and then when he saw my ticket he gave me the look.
"Oh you have a U fare." I replied with, "what does that mean?" "This is a cheap fare that doesn't qualify." Now just remember that I know something about yield management and revenue. I understand that a free upgrade may not apply, and that if there were people that wanted to upgrade with a higher fare ticket, they get first chance. But not with Delta. I waited while the gate agent announced the upgrade special - which by the way brings in money that goes right to the bottom line because on this flight there is no food and everyone is sleeping. After he made his announcement, I waited to see the rush of people go up to the counter to take him up on his offer of $125.00 for first class upgrade if you had a ticket that was "B", "F", "E", and any letter but "U."
No one, and I mean no one went up to the counter to take advantage of this. So you guessed it, I did. I went back up to the same gentleman and said "since no one else wants to give you $125.00, can you take my money and let me upgrade." The answer was the same. "It is our policy that we can't upgrade this fare." I looked around and said - "I have the money, I want the upgrade so I can sleep better because I have to land and go right to work." "NO!"
So let me get this straight. They charge $15.00 per bag to help offset fuel costs, you have to buy your food, buy your headsets, but they don't want to take $125.00 from me when no one else wants to give them their money.
So Delta....good luck! Policies today were made for yesterday. It is time to change your thinking, your approach and everything that goes along those lines. This is a reminder to all of us. What policies are in place in your company that are not in the best interest of the customer? What do you need to change to be more flexible with your clients and employees. How can you change for the market conditions right now. You can always go back to the "old policies" when the business is flooding through the gates.
Enjoy your weekend, and remember - everyone has a voice, a vote and the ability to decide who they do or do not do business with.
I am currently on the road for 20 days without going back home to Orange County, CA. Normally, I come back home at least every 4-6 days, re-group and go back out. But now more than ever I need to be out assisting our clients in growing business - after all "Cindy Novotny is the Stimulus Package."
So on to the story. First let me say that I am usually a fan of all airlines - I fly so much that I applaud all airlines for keeping us going safely in the air. But now, I have decided after several flights on Delta that I am no longer a fan of this airline. Granted, I have no status on this airline, nor will I ever because I am no longer going to fly them due to their lack of appreciation for a road warrior who is a 1K on United and a Platinum on American. Northwest on the other hand (the airline that merged with Delta) is a different story. They understand service (no I am not kidding for all of you that call them "northworst." They get and I can prove it.
I flew from Atlanta to Miami on Friday of last week on Northwest. Again, no status on this airline, but when I checked in the the agent at the counter said would you like to purchase an upgrade to first class, since we have open seats and it looks like as a business traveler you may be interested in the $70.00 upgrade. I immediately said yes, bought the upgrade and everyone was happy. Northwest made $70.00 more dollars which is alot in today's market, and I had a great ride and a glass of wine.
Arrived on time in Miami, received my luggage and had a wonderful day of work in Miami on Saturday - yes Saturday - remember now more than ever you do what it takes.
Left Miami Saturday night on Delta - express plane with no first class to Orlando. Great flight, arrived in Orlando for the Oracle Users Group Conference and had a great time with the ducks at The Peabody.
After giving speeches on both Sunday and Monday I had to take a really long flight to Bozman, Montana and drive a 5 hour drive to Jackson Hole, WY in the middle of the night - well, I didn't drive but still had to be awake to see all the bison, wolves, deer and elk that we passed on this beautiful ride under a full moon. I may mention that I flew American out of Orlando and did get upgraded and had a wonderful flight.
So here we go...left Jackson Hole on Delta (express again - no first class) and flew to Salt Lake City, Utah where I had to wait 41/2 hours for a red eye to New York's JFK. So I used my Platinum American Express to get me into the Delta Sky Club (a nice perk of AX) so I could relax and get some work done. Again, the difference in the Delta Club to the Red Carpet Club or the American Airlines Club Lounge - big difference. It was 7:00pm and there were NO snacks except the cookies Delta serves on their coach flights, and pretzels. No cheese, veggies or any food to purchase which you can now get in American and United clubs. Oh whatever....I had 25 cookies and bowls of pretzels for dinner. Big deal.
I went up to the counter at the club and asked if there were any open seats in first class that would be available to purchase upgrades. She said "oh yes, there are 16 seats available on this flight to upgrade." I asked how much and she said $125.00. Oh great I thought and she said I needed to do it at the gate closer to departure time. So with that I went back to my seat and waited until about 11:15pm to leave for the gate.
Once I got to the gate, I realized there were only about 40 people milling around for our red eye to NYC. So I approached the gate agent (who by the way - gate agents on any airline can ruin your life - just ask the pilots and flight attendants), I asked the agent about upgrading. He said, yes this is available. He asked for my ticket and then when he saw my ticket he gave me the look.
"Oh you have a U fare." I replied with, "what does that mean?" "This is a cheap fare that doesn't qualify." Now just remember that I know something about yield management and revenue. I understand that a free upgrade may not apply, and that if there were people that wanted to upgrade with a higher fare ticket, they get first chance. But not with Delta. I waited while the gate agent announced the upgrade special - which by the way brings in money that goes right to the bottom line because on this flight there is no food and everyone is sleeping. After he made his announcement, I waited to see the rush of people go up to the counter to take him up on his offer of $125.00 for first class upgrade if you had a ticket that was "B", "F", "E", and any letter but "U."
No one, and I mean no one went up to the counter to take advantage of this. So you guessed it, I did. I went back up to the same gentleman and said "since no one else wants to give you $125.00, can you take my money and let me upgrade." The answer was the same. "It is our policy that we can't upgrade this fare." I looked around and said - "I have the money, I want the upgrade so I can sleep better because I have to land and go right to work." "NO!"
So let me get this straight. They charge $15.00 per bag to help offset fuel costs, you have to buy your food, buy your headsets, but they don't want to take $125.00 from me when no one else wants to give them their money.
So Delta....good luck! Policies today were made for yesterday. It is time to change your thinking, your approach and everything that goes along those lines. This is a reminder to all of us. What policies are in place in your company that are not in the best interest of the customer? What do you need to change to be more flexible with your clients and employees. How can you change for the market conditions right now. You can always go back to the "old policies" when the business is flooding through the gates.
Enjoy your weekend, and remember - everyone has a voice, a vote and the ability to decide who they do or do not do business with.
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