Did you talk to a customer today?

Simple yes or no answer.  According to Frank Pacetta (a hero of mine) and his Blueprint for Success a “no” gets the leader or manager (CEO especially) an immediate failing grade.

{click through and take the rest of Frank’s Blueprint for Success Management Test}

Today’s leader is charged with navigating through chaotic and disruptive times.  Employees are anxious, overwhelmed, exhausted, uncertain and have far less trust in senior leadership.  Customers have an evolving set of expectations around the business relationship and brand experience.

Progressive leaders are recognizing this shift in the balance of power, removing barriers, improving access and leading from the front to cultivate a more connected and compelling brand experience for all stakeholders (employees, customers and investors).

The People Economy is here and to thrive amid this transformation true leaders are embracing the transparency that is required, leading from the front, connecting, communicating and collaborating to elevate trust, earn emotional commitment, accelerate innovation and effectively navigate change.

There are examples of next generation leadership all around us.

Consider Dallas Mavericks outspoken owner Mark Cuban who makes his e-mail address public (and has been know to offer it up for fan access on the jumbotron during games).  Don’t like the variety in the Food Court?  Send the owner a note.

How about Zappos CEO Tony Hsieh?  You can follow him on Twitter, check out real time company updates on his blog and employees can stop by his cubicle any time for a high five {forget the corner office…he rolls without walls}.

Best Buy CEO Brian Dunn responded to the recent Forbes article Why Best Buy is Going Out of Business…Gradually via his blog with His Thoughts on Best Buy’s Recent Media Coverage where people are free to comment, invited to connect with him or follow him on Twitter.

Ford CEO Alan Mullaly (notice how he starts this recent keynote!) recently did better than just talking to customers.  He actually delivered a new customers Ford F-150.  CEO service.

These leaders may not always be right.  Their companies may not always win.  But they are real, relevant and represent a shift from the antiquated Command & Control style leadership to a more Collaborative & Connected  approach that is proving far more effective for the time.

How accessible and transparent is your CEO?  Senior leadership?  You?  Worth considering.

This next generation approach to business (Generation Flux) is opening up opportunity for those willing to embrace change, challenge the status quo and connect people to each other and a common purpose.

Change is hard.  It is also the one constant we can count on.

In an era of all the time connectivity there is increasing competition for the attention required to engage in meaningful conversations that move a connection forward and make a relationship better.  The downside of the being constantly plugged in is that it is increasingly more common to be alone together.

Conversations that connect us matter. They create clarity.  Establish expectations.  Evolve understanding.  Elevate emotional commitment.  Resolve conflict.   Solidify trust.  Serve to validate and acknowledge the ideas, opinions and importance of another person.

If you are finding that technology has replaced talking or simply has become a distraction to deep dive dialogue, consider these 4 keys for more effective interpersonal communication:

1. Power Down: Turn off the technology from time to time.  You cannot have compelling conversation while text messaging, tweeting and updating your status.  You cannot connect when you are consistently distracted.  Demonstrate respect by offering a moment of your absolute, undivided attention.

2. Eye contact:  Maintaining eye contact is essential for elevated engagement during a conversation.  It demonstrates sincere interest and helps you remain focused and present.  It also helps you make a stronger, more meaningful connection.

3. Ask important questions:  I don’t have meetings without a question map (effective, open ended questions prepared in advance designed to serve the agenda and outcome objective).  I don’t want to waste anybody’s time. Skill with questions can be the difference maker between average and extraordinary sales performance (and average and extraordinary leadership).  Skill with questions applies to life.  And this question is still the single best question of all time for initiating new relationships.  Give it a try at your next cocktail party and see what happens to the conversations you are having and the connections you make.

4. Listen:  Acknowledge what you are hearing by reinforcing key points.  Ask probing questions to layer the conversation and create the next level of understanding.  Don’t interrupt.  Don’t focus on what you are going to say while someone else is talking.  Relax and really work to develop understanding.  Perhaps the best rule of interpersonal communication comes courtesy of Dr. Stephen Covey, Habit 5:  Seek first to understand, and then be understood (a habit you will rarely see in practice on Twitter).

Conversations that count can lift us up, move our spirit and serve as the catalyst for making new friends and connecting in our most meaningful relationships.

Sometimes it just requires a little more effort to not be alone together.

If you are trying to manage change, navigate chaos, re-invent, ready yourself or your business for what is next and new writing can prove to be a powerful way to accelerate results.

Since that applies to just about anyone and everyone in today’s time of transformation I’ll offer a few ideas related to why and how to write.

Why?

Writing helps you organize thinking.  Identify outcome objectives.  Drive accountability.   Improve focus and concentration. Prepare for success.

Writing publicly vs privately is a personal/professional choice to be made based on the objectives.  Not writing at all is often a missed opportunity.

This Forbes article, 9 Reasons You Should Blog, offers some nice summary insight on the advantages of writing publicly for professional growth. I can assure you that if part of your role and responsibility is business growth (Executive, Entrepreneur, Sales, Marketing), writing is a significant, potential competitive advantage.

Writing publicly can move your ideas to others, differentiate your position, elevate interest, accelerate credibility, expedite important relationships and immediately garner respect and attention from people you want to impact and influence.

Writing connects you to people and opportunity.  I am writing this morning from Caracas, Venezuela. I had the good fortune of having breakfast with leading Argentine business strategist Walter Torre (a professional speaker and author) and Alejandro Eira, our event partner from Uruguay and Alta Gerencia.  Writing was our bridge.  Our shared point of interest and intersection and we all acknowledged, the impetus for bringing us together.  Walter and I will both be speaking tomorrow but in truth, had it not been for writing it is quite likely we wouldn’t be here and now well positioned to evolve these relationships in a more meaningful way going forward.

How?

I’ll preface this by stating first I am not a professional writer.  I don’t make a living writing. I have been writing for myself for some time. I write a blog that has become a part of my business (sales; marketing; strategy).  I know and have the very good fortune of spending time with people that do write professionally (ie. people that get paid to write books).  I listen closely to their advice. My breakfast companion Walter is on his fifth book.  I can assure you from our conversation that writing is hard for him.  It is incredibly hard for me.  It is likely going to be hard but well worth it for you.

For starters, write like you talk. Most people rarely suffer from talkers block but stop and stare cold at the blank screen. Simply start writing and let go.  It will come to you. Over time you might get better.  Eventually, you may want to share your writing with others.

Write like nobody is watching.  Don’t fear judgement or potential criticism.  So what?  Write for you.  Eventually, you could be writing for people that care about what you have to say.  The rest doesn’t matter that much.

Write down what you want to do, be and become. Write down the difference you want to make.  Write down the things that matter most.  Write down your big ideas and dreams.

If it is important, write for other people.  Write down what you want to read.  Your experience set is unique.  Your expertise is valuable. Your ideas and insights are special, worthwhile and can most certainly have an impact.  If you let them go.

Writing has changed my business.  In many ways, writing has changed my relationships and my life.

Also, did I mention that writing is free?

If you want to write I would also suggest reading the book:  If You Want To Write:  A Book About Art, Independence and Spirit by Brenda Euland.  Her writing will help you find your authentic voice.

Still not convinced?  Don’t take my word (or writing) for it.  Have a listen to what Seth and Tom have to say:

“In this new world of business, companies and leaders will have to show authenticity, fairness, transparency and good faith. If they don’t, customers and employees may come to distrust them, to potentially disastrous effect. Customers who don’t like a product can quickly broadcast their disapproval. Prospective employees don’t have to take your word for what life is like at your company—they can find out from people who already work there. And long time loyal employees now have more options to launch their own, more fleet-footed start ups, which could become your fiercest competitors in the future.” {Forbes Magazine, September, 2011}

Welcome to Social Power & The Corporate Revolution according to the recent cover story in Forbes Magazine.

The resistance is still powerful.  Legacy leaders struggle with the loss of control.  Fear a shift in the balance of power. Underestimate the impact and influence of the revolution.  Discount a new breed of competition. Resist the notion that the way we connect, communicate, collaborate and choose has changed.

Shift.

The days of command and control communication, leadership and operational strategy are over.  Welcome to an era where collaboration and connectedness flourish.  We are just getting started.

This isn’t a marketing conversation.  This is a business performance conversation where the outcome is about the impact on results.

What you do is increasingly a commodity.  What you do is easily replicated.   What you do is readily available elsewhere. What you do isn’t that special.

How you do it is the ever increasing opportunity to differentiate in the people economy.

A question worth considering:

What are you willing to do for people that the competition simply isn’t?

The onus is on companies to care more.  About customers.  About employees.

I illustrated this notion in the enclosed video excerpt during my keynote last week referencing my relationship with Delta Airlines.  This is one example of a company that embraced change, evolved communication and turned challenges into a real opportunity to care and connect customers to a better brand experience.

I usually get 60 minutes.

This morning I had 75.

A short time to inspire action.  Initiate change.  Make a moment memorable enough to make a difference.

I am a keynote speaker.  That is my job.  I aspire to make a difference. That is my purpose.

There is resistance.  There always is.  Not everyone is going to like what I have to say.  Not everyone believes you can create enough momentum for meaningful change in 60 minutes.

I am good with that.  You should be also.  I don’t need to appeal to everyone.  I never will.  Neither will you.  We just need to make a difference with those that matter the most.

For me, that means a successful morning can look just like this:

One person inspired.  One purpose solidified.

That is often how change happens.  One conversation.  One connection.  One meaningful moment that inspires action.

We all have the power to make a difference.  Especially among the people that matter the most to us.

Each moment matters. Every conversation counts.

Thank you Minnesota SHRM for having me keynote this morning (you can follow the event at #MNSHRM).

Today was important to me.  This is my hometown.  This is my community.

Did I make a difference?

I suppose that isn’t for me or any of us to decide for that matter.  What is seemingly important is that we try.

That seems like work worth doing.

Ever tell yourself that?  This is stupid.

This post?  This deck?  This presentation?  This proposal? This paper? This project?  This idea?  This (you fill in the blank).

If you are following the script or playbook to the letter the internal conversation may not occur frequently.

When you are writing the script or inventing the playbook the “this is stupid” conversation happens.

It happens to some of the most talented people I know.

I just discovered this recently.  I thought it was just me.  I thought there simply couldn’t be other people that, at 1 a.m. the night before a presentation, would look at the deck they have been preparing for the last 3 weeks and suddenly convince themselves “this is stupid.” {TIP: don’t rebuild the deck from scratch at 1:00 a.m., trust me, that really is stupid}

I have given literally thousands of presentations.  I can still get throw up nervous.

That voice.  That fear.  That doubt. That insecurity. The Lizard Brain.  It exists.  Inside most of us that are creating.

When the voice whispers I am trying to answer with a resounding, SO WHAT! (I didn’t invent the idea but I like the advice).

So what if this post is stupid?   Tomorrow I will write another.

So what if someone thinks this speech is stupid?  Later this week I will give another.

So what if this proposal is stupid ?   I will learn from it and I will make the next one better.

This is stupid?  So what?  In truth it just doesn’t matter all that much to anyone else.  It comes.  It goes.

The good news is I am not stupid.  Neither are you.

The next time that voice whispers, answer with a resounding, So What!  And keeping right on going.

Chances are it really isn’t all that stupid.  And the little voice?

Chances are the little voice is wrong.

Attending a conference this week full of powerful speakers created some memorable moments. What always seems to stand out are what I call the ‘power statements’. The quote you could recite without notes.  The bold statement that makes you stop dead in your tracks and think about your work, life, relationships, what is missing, most important and worth your time, energy and investment.  Returning from SHRM 2011 Las Vegas there was one that resonated for me in a big way:

“Don’t Chase the Paper, Chase The Dream”

This quote was introduced during the Tony Hsieh keynote on Delivering Happiness.  It is a powerful quote borrowed from Diddy while delivering advice to now deceased rapper Notorious BIG and related to pursuing passion over profit – another power statement delivered by Zappos CEO Tony and later supported with the Simon Bailey suggestion to “Pursue Purpose over Profit”.  This whole idea of meaning over money was also reinforced during the Arianna Huffington keynote, “pursue doing good by feeling good…find the meaning….the purpose.”

Sir Richard Branson even put his own spin on following your instincts boldly with his “screw it, let’s do it” approach to business.

There were certainly plenty of actionable ideas behind the inspiration but it does beg the question.  Does the passion play and meaning movement advice from these entrepreneurial giants translate to the everyday practice of Human Resources and the future of work?

It better start.

65% of employees are classified as under-engaged.

84% of employees intend to look for a new job in 2011.

When work becomes a life necessity (drudgery?) over something we look forward to doing, it is a problem.

Work is an emotional experience.  People are hungry for more meaning.  Money matters.  But it is so much more satisfying when you find (and help others find) the intersection of passion and the paycheck.

In fact, that really is what Delivering Happiness is all about.  Cultivate a culture of passion and purpose and watch the profit follow.  It is hard work.  It takes planning, strategy, values, vision, development, alignment, authentic leadership and focus. On things that may seemingly feel like they are intangible.  Relationships.  Communication.  Trust.

Passion doesn’t manifest on auto pilot.  It happens on purpose.

As leaders and managers we’d all do better by being in the business of dream chasing with those in our employ.  We all show up at the office with our own individual needs, hopes, dreams and desires.  They are all different.   As leaders if we can understand those unique needs, focus on the whole person (work and life require balance and flexibility), cultivate meaningful relationships, create clear expectations, design a better experience and align toward a common purpose we will be taking giant steps in the right direction. That is where people are free to flourish.

We all deserve the freedom and independence to chase our dreams. At work. In life.

Happy July 4th!

15 minutes early or 5 minutes late for the meeting?

Thoroughly prepared or learning on the fly?

A day before the deadline or two hours after it was promised?

10% below budget or the over run?

Exceeding expectations.  Always.

Or assigning blame.  “It’s not my fault!”

I see it everyday.  Often it is well intended.  In some instances it has seemingly become acceptable. Or at least quite common.

The over promise.

Unfortunately, it is also the kiss of death over time.

An A product with an F process grades you out as a C player.

Good habits are contagious.  Often the ability to design an extraordinary experience exists in attention to the tiny little details almost everyone can impact.  If we are paying attention. When we focus on consistency.

Deliver a little more than expected, a little earlier than expected, for a little less money.

You’ll be pleased with what happens next.

At least over the last 90 days.  Q2. What a fun ride it has been.  I am reflecting early.

The last two stops of the quarter are South Beach and Vegas.  A little celebration may be in order.

Q1 was a tough stretch. Life.  Lessons.

Q2 was a great stretch.  Life.  Lessons.

A team of people helped me cross that bridge.  I won’t ever forget.  Thank you.

I keep reminding myself to occasionally look back and enjoy the view.

Here is what it look liked in Q2. At least a few highlights anyway.

Almost halftime.  Feeling ready.

I was talking to a friend and respected colleague last week.  As a Senior Vice President of Sales he was lamenting the unfavorable market conditions.  Price competition.  Buyer attention deficit disorder.  Voice mail.  A value proposition you can hardly discern. Procurement.  Lengthening cycles.  Margin pressure.

His world had changed.  His job was much harder than it had ever been before. The same kind of effort was increasingly producing less of the desired outcome. That means pressure.  The kind of pressure many people, particularly salespeople, across a variety of industries and disciplines are facing when they arrive at the office today.

What was good enough to get us here simply isn’t going to be good enough to propel us forward.  Shift.

I asked him, “what is the biggest bottleneck in the sales cycle?  the one thing you need to make happen that you believe will drive the business forward?”

He didn’t hesitate, “We need time with quality decision makers.  They need to hear our story.  It all sounds the same, but there are key elements of differentiation.  I wish our prospects could talk to a few of our customers.”

I didn’t hesitate, “They can.  You can help them do it.  If you are relying completely on your direct sales organization to influence the marketplace you are missing an opportunity for impact.”

I see the resistance all of the time to the Social Selling movement, particularly among veteran sellers.  That question surrounding Facebook, Twitter, YouTube.  Is social media a business tool or waste of time?

I knew where he stood.  But couldn’t resist the opportunity to flip open my laptop and simply show him my Facebook Wall from the day (and I threw in at tweet from the same day for good measure):

Aaron, Kelly and Brie are like minded colleagues. We are connected and enjoy the benefit of socializing our ideas through new media.  They also happen to work for HP, Farmers Insurance and Oakley.  Their interest means validation.  Their recommendation of my work means everything. Whether they hire me or not isn’t the point. Interestingly, I have never asked for their business.  Increasingly, that is how it works (most sellers try and close too soon, before they have earned the opportunity to ask for the business).

I always teach salespeople the value of having the marketplace sell for you (Flip the Sale).  The tools and technology enable, educate and eventually put you in a better, more intelligent position when it is time to ask (for help or the business).  They expedite the sales cycle.  Activate the brand.

Can you explode market share without social media and sales 2.0 strategy?  Of course!  These are simply tools that help.  Frankly, in a competitive marketplace, I will take all the help I can get.

In sales your network is your net worth.  It pays to consider how you can positively add value and impact your network each and everyday.

My friend is still skeptical.  His view is that social selling wouldn’t be as relevant for “his” business.  That is where the conversation always starts.

He just sent me a LinkedIn invitation.  Progress.

I’ll be presenting Social Selling on Day 2 of the ACA International Convention next month in Texas.  Hope you can join us!