Gotcha!
This slang expression has two distinct meanings, one positive and the other decidedly not. Literally, it’s the abbreviated version of “I got you!” When someone’s “gotcha” in a good way, it means they understand what you’re saying. They “know where you’re coming from”, “catch your drift”, are “on the same wavelength” or have “got your […]
Next Best Thing
When it comes to meeting in person, the next best thing……. isn’t. There’s simply no substitute for face-to-face communication to convey content, intent and emotion. When it really matters, choose in-person. It’s true that the dramatic advances in communications technology have remarkably sped up our ability to connect “real-time”. There’s a drawback to the ease […]
Sound Bites
In this angry and uncivilized election season, it seems that most candidates are on the hunt for daily sound bites that will make headlines. The “best” ones, it seems, are under 140 characters and rapidly turned into tweets. If they resonate with the masses, they might even go viral. It’s all about theater, not substance. […]
The Hard Way
Building lasting client relationships depends heavily on how they start out. Otherwise, you’re forced to do things “The Hard Way”. This doesn’t mean that a business relationship that begins out of sync can’t be corrected, because sometimes it can. But why handicap yourself at the outset? Much better is to spend the time making sure […]
Good at Apologizing
When a mistake happens, as it can and will in a world filled with humans, we are taught that the right thing to do is apologize. A prompt, heartfelt apology is appropriate, along with corrective action wherever possible. However, what does it mean if “We’re really good at apologizing” as an experienced leader questioned in […]
Zero Discussion
That’s what happens when a leader and service delivery team know exactly what to do. “Zero Discussion” is required; their response becomes instinctive and driven by commitment to the cause. Oddly enough, you don’t get to this point without tons of robust communication. That provides the foundation, along with constant reinforcement of the team’s mission […]
That’s not my…
…Guy. …Crew. …Problem. …Job. That’s got to stop right now! So spoke Ignacio, with great conviction, on an all-hands safety teleconference yesterday. To the list, he added: There’s not money for that. That’s got to stop right now! Thank you, Ignacio, for saying what needed to be said in a public forum. While others may have […]
Next, or Higher?
Which do you aspire to reach: “The Next Level” or “A Higher Level”? The expressions mean two very different things to me. I just read an article about a leadership change in a local organization, where the board chairman commented about setting the organization up “for the next person to take it to the next […]
To Assume
It requires conscious effort, plus some prep time, if you want to truly figure out what’s on your client’s mind. To assume is to set yourself up for unwelcome surprises and, in the worst case, for failure. There’s a very literal expression that suggests how “to assume” can make you both look. Fortunately, there’s a […]
Why is it you say that…?
Don’t let anyone tell you that you can’t achieve, be or acquire what you want. The determining force behind that decision is you! The real question is deciding whether you’re willing to do what it takes. My youngest son made a sport out of asking: “Why is it you say that…..?” regarding just about Everything! […]