Dear all,

I found this post buried in my 2013 archives. I was 58 at the time. Twelve years later - nothing much has changed in the big picture.

Enjoy! 

As the year draws to a close I’m reflecting on where I’ve been, what I’ve done, and what I want to do next - and how. The short answers are as follows:

• I’ve been on an amazing +35 year rollercoaster ride.
• I experienced some really great + some really shitty stuff along the way.
• I want to keep going as a mentor - maybe even a guru.
• I’d like to share and give more than I currently do.

In hindsight, most of my regrets are related to two things:

1. Not listening to my elders earlier on because I was young and I thought they were old.

I didn’t understand that they had gone through the same kind of stuff that I was going through now – and worse. But because their experiences didn’t look exactly like mine I dismissed their experience and their lessons.

2. Not having someone that I could trust and could go to for guidance in my teens and twenties.

The reason I’ve chosen to be a mentor is that a trusted mentor can make a big difference right now - and a world of difference by the time you’re my age (58 / 70). You’ll have to trust me on that, or save this note and thought for about 30 years. You'll find that your elders - and I were right.

Here are some other thoughts that, twelve years on, have not changed in value.

Time is not a limitless commodity

I rarely find young professionals that have a heightened sense of urgency to get to the next level because in our 20s we think we have all the time in the world to figure it out and to get what we want. Time is the only treasure we start off with in abundance, and can never get back. Make the most of the opportunities you have today, because there will be a time when you have no more of it.

2. Yes you’re talented, but talent is overrated

While you may be part of the most capable, creative, knowledgeable & multi-tasking generation yet, unrefined raw materials (no matter how valuable) is simply wasted potential. There’s no prize for talent, just for results. Even the most talented folks methodically and painfully had to work their way to success.

3. We’re more productive in the morning

I used to pride myself on staying at the office until 9pm on a regular basis. I thought I got so much work done - and learned so much more than those who left at 5pm. But in retrospect I got more menial, task-based items done, not the more complicated strategic planning, phone calls or meetings that needed to happen during business hours. Now I promote an office-wide early start time because I know, for the most part, we’re more productive as a team in those early hours of the day.

4. Social media is not a career

In 2013 I suggested that social media job titles won’t exist in 5 years, and that social media was simply a function of marketing; it helps support branding, ROI or both. Social media is a means to get more awareness, more users or more revenue. It’s not an end in itself.

While I was wrong on the 'title prediction' I’d (still) strongly caution you against pegging your career trajectory solely to a social media job title. All media options come and go. They have their moment - and hen the world moves on.

5. Pick up the phone

Stop hiding behind your computer. Business [still] gets done on the phone and in person. It should be your first instinct, not last, to talk to a real person and source business opportunities. And when the Internet goes down, stop looking so befuddled and don’t ask to go home. Don’t be a pansy, pick up the fucking phone.

6. Be the first in and the last to leave

You have more ground to make up than everyone else around you, and you actually do have something to prove. There’s only one sure-fire way to get ahead, and that’s to work harder than all of your peers. Period.

7. Don’t sit there [doom -scrolling] and wait to be told what to do

You can’t have a sense of entitlement without a sense of responsibility. You’ll never get ahead by waiting for someone to tell you what to do. Saying “nobody asked me to do this” is a guaranteed recipe for failure. Err on the side of doing too much, not too little.

8. Take responsibility for your mistakes

You should be making lots of mistakes early on in your career. But you shouldn’t be defensive about errors in judgment or execution. Stop trying to justify your fuck-ups. You’re only going to grow by embracing the lessons learned from your mistakes, and committing to learn from those experiences. And . . . to share what you learned with your peers.

9. You should be getting your butt kicked

The most impressionable, malleable and formative stage of your professional career is year 0ne to five. Working for someone that demands excellence and pushes your limits every day in your 'apprentice years' will build the most solid foundation for your ongoing professional success.

10. A new job every year isn’t a good thing

1-year stints don’t tell me that you’re so talented that you keep outgrowing the company. It tells me that you don’t have the discipline to see your own learning curve through to completion. It takes about 2-3 years to master any new critical skill, give yourself at least that much time before you jump ship - or your resume will reads as a series of red flags.

11. People matter more than perks

It’s so trendy to pick the company that offers the most flex time, unlimited meals, company massages, game rooms and team outings. Those should all matter, but not as much as the character of your founders and managers. Great leaders will mentor you and will be a loyal source of employment long after you’ve left. Make a conscious bet on the folks you’re going to work for and your commitment to them will pay off much more than those fluffy perks.

12. Map effort to your professional gain

You’re going to be asked to do things you don’t like to do. Keep your eye on the prize. Connect what you’re doing today, with where you want to be tomorrow. That should be all the incentive you need. If you can’t map your future success to your current responsibilities, then it’s time to find a new opportunity.

13. You have to build your technical chops

Adding “Proficient in Microsoft Office” at the bottom of your resume under Skills, is not going to cut it anymore. I immediately give preference to candidates who are ninjas in: Photoshop, HTML/CSS, iOS, WordPress, Adwords, MySQL, Balsamiq, advanced Excel, Final Cut Pro – regardless of their job position. If you plan to stay gainfully employed, you better complement that humanities degree with some applicable technical chops.

14. The Quality of your network matters more that size

It’s who you know more than what you know, that gets you ahead in business. Knowing a small group of important people very well, and a large group of contacts superficially are both important. Meet and stay connected to lots of folks, and invest your time developing connections that directly and obliquely help you along on your personal and professional journey.

15. You need at least three professional mentors

The most guaranteed path to success is to emulate those who’ve achieved what you seek. You should always have at least 3 people you call mentors who are where you want to be. Their free guidance and counsel will be the most priceless gift you can receive.

16. Pick an idol and act "as if”

You may not know what to do, but your professional idol does. I often coach my employees to pick the businessperson they most admire, and act “as if.” If you were . ___________ . how would you carry yourself, make decisions, organize your day and accomplish your goals? While "you’ve got to fake it until you make it", it’s better to fake it as the most accomplished person you could imagine.

17. Read more books and fewer posts

Social media is all breadth, no depth - and no ah ha moments or insights. Creativity, thoughtfulness and critical thinking skills are freed when you are forced to read a real paper book cover to cover. All the keys to your future success, can be found in the past experiences of others. Read a book a month, fiction or non-fiction, and your career will blossom.

18. Spend 25% less than you make

When your material needs meet or exceed your income, you’re sabotaging your ability to really make it big. Don’t shackle yourself with golden handcuffs (a fancy car or an expensive apartment). Be willing and able to take 20% less in the short term, if it could mean 200% more earning potential. You’re nothing more than penny wise and pound-foolish if you pass up an amazing new career opportunity to keep an extra little bit of income. No matter how much money you make, spend 25% less to support your life. It’s a guaranteed formula to be less stressed and to always have the flexibility to pursue your dreams.

19. Your reputation is priceless, don’t damage it

Over time, your reputation is the most valuable currency you have in business. It’s the invisible key that either opens or closes doors of professional opportunity. Especially in an age where everything is forever recorded and accessible, your reputation has to be guarded like the most sacred treasure. It’s the one item that once lost, you can never get back.

20. Be the change you wish to see in the world

Do more good than harm. Help others more, hinder them less. Be kind and considerate. Be grateful for the opportunites you've been given in this world.

About 1,900 km from where I'm posting this blog entry, there is an old, private, forest road that meanders through the northern boreal forest for about three kilometers. At the very end of the road there's a little village. Look closely, and you'll see that this little village has stores, homes, cars, a bank . . . all the amenities that the local forest fairies, who live here, need on a daily basis.

It's wonderful.

Of all of the things that I’ve discovered on my forest walks over the years, this is by far the most significant and important one. 

It shows me that love, kindness, environmental consideration and imagination are not just welcome here, they have a home here. 

What I admire and respect the most is that the planning board for this village is made up of parents who are actively helping their children translate imaginary concepts into reality in a manner that encourages the participants to be more inquisitive, sensitive and imaginative. And children who are more likely to grow up to be considerate, responsible, inclusive and visionary leaders. 

I should add, before I go, that the primary industry in this village, as well as others like it, is to nurture and disperse tiny seeds of hope throughout the world. Especially during troubled times like these when the large invasive weeds of doubt are growing everywhere. 

PEACE.  LOVE.  UNDERSTANDING.

Listening Without Interrupting

Be fully present and let other people finish their thoughts before you jump in.

It makes others feel heard and . . . it helps you learn more.

Admitting When You're Wrong

Own up to your own mistakes.

Shows humility (and courage) and build team respect.

Show that you value growth.

Giving Credit Where It's Due

Celebrate your team's wins and recognize the individual and the group efforts. 

Sharing success motivates others and makes them feel valued.

Making Decisions Without Overthinking

Don't get stuck chasing perfection. 

Act on the best information you have and adapt as needed.

Over time you can make the good better, and the better best.

Give Honest Feedback With Compassion

Tough feedback doesn't have to hurt.

Put the problem into a helpful context. 

Lead with empathy so people can learn, grow, and improve.

Saying "No" to Protect Focus

Prioritize what matters most.

Saying no to distractions helps your team stay on track, time and budget.

Defending Your Team

Stand up for your people, even when it's tough. 

It builds trust, loyalty, and a stronger, more confident team.

Last week I went to three restaurants; one was an old haunt that my wife and I love. The other two were higher end restaurants that we had not been to before. Because of my fascination with customer service, I found myself reflecting on how each establishment made me feel. Here are some qualities that are fundamental to a great customer experience – regardless of what business you’re in.

Empathy. Great service teams sense what state their customers or prospects are in and adjust their own tone and manner to pace that of the client. Whether the vibes are positive or negative, great service teams know just what to do – because they also know how to improvise.

Enthusiasm. We all need enthusiasm to be great at customer service – especially on the days when customers aren’t so nice. Enthusiasm for what I do is my “emotional tow truck” that, with Charlie, remind me to save some of the great day energy to pull me through the tough times. Enthusiastic customer service people get the job done faster, simpler, and with a touch of class.

Responsibility. Most people who have a product or service issue to resolve REALLY DO NOT want to steal you blind. They’re looking for some fair and reasonable options to their product or service dilemma. Sending them to a different department, or to your boss invariable adds to the time and frustration they feel – and will want to take out on you.

Empower your front line to solve your customers’ problems. Period.

Objectivity. Contrary to what most of you believe, it’s not about you. You just took the call or the customer on the floor or at the counter. They are not here to talk to “you”, they are here to talk to a “brand ambassador” who can and will help them out of their dilemma. See Empathy – above and Ownership below.

Ownership. Those who see themselves as part of the “problem” – think empowered brand ambassador, not helpless Jr. customer service counter person – come up with much better, further reaching solutions. They recognize that “if I’m part of the problem, I can also be part of a better solution!”

Integrity. People with integrity ensure they understand the customer’s needs before arriving at any conclusions. They are able to explain their employer’s position objectively (rather than defensively) to help themselves and customer understand the alternate paths to realistic resolutions. That groundwork enables them to say “yes” and “no” to various options with respect and authority. Integrity “floats the boat”. Bullshit sinks it.

Adaptability. Because there are so many variables (beyond your control) that go into any given situation, most events do not play out exactly as planned. On balance and in hindsight some turn out better, some worse. And that’s why it’s called “life” – not “vacation”.

Culture. When you hire people who are a good fit for your brand and the customers it serves you spend MUCH less on training and enforcement because they work together as one team, towards one goal; make the customer experience memorable.

Philosophy.

One team. One Goal.

All we say and all we do, helps our customers believe that they have come to the right place, or the wrong place. 

Enjoy the day and the journey wherever it takes you.