New Belgium Brewing has a great little bar and grille at Denver International Airport. The food is good and the beer is better, but a bartender who goes by the name “Meatloaf” is best of all.
Meatloaf is an original. While he reminds me of other good bartenders and service professionals, he adds his own spin. He enthusiastically greets everyone who sits down at the bar, introduces himself, gets their name and then introduces them to every other patron at the bar. He goes down the line introducing everyone by first name. Then has asks for a big “woo!” at the end to welcome the latest addition. If everyone participates and does a good job on the “woo” Meatloaf will comment on the “big woo-age.”
Meatloaf appropriately flatters the women regardless of age or marital status. He makes good conversation and is very helpful in selecting the right brew. He explains how the glaze on the sweet potato fries makes them the best you’ve ever eaten. He is an artist and some of his work is hung in the bar and restaurant area. He’s perceptive about who wants to talk and who wants to drink and eat in silence. And when you leave, he says goodbye in a way that convinces you he is truly sad to see you go.
You can go back for the beer or the food but I’m guessing lots of travelers go back for Meatloaf. He is an encore performer, the kind of person you’d like working for you regardless the business that you are in.
So here’s big woo-age to everyone’s friend Meatloaf.
Tuesday, April 17, 2012
Thursday, April 12, 2012
Leaders Are Readers
You’ve heard that phrase many times. I think I first ran across it in a book by Bennis and Nanus (how’s that for two great names for co-authors?).
Not only does familiarity breed contempt; it can also breed neglect. Sometimes we discount the value of an idea because it is familiar.
Andrew Carnegie said, “Reading should be carefully planned as a diet for optimum mental growth.” How many leaders plan their reading carefully? My experience and observation is that most of what leaders read is thrust upon them. They read more out of obligation than by choice.
William Godwin said, “He that loves reading has everything within his reach.” A leader can get a handle on almost any problem or opportunity if he or she knows who to read in that area. The biggest challenge today is finding wisdom in a sea of often dubious information.
Would you like a strategy for your reading? Here’s a suggestion that is as true today as it was when written 100 years ago: “There are three keys to reading profitably: intention, attention and retention.” The classic self-help author Orison Swett Marden said that.
Not only does familiarity breed contempt; it can also breed neglect. Sometimes we discount the value of an idea because it is familiar.
Andrew Carnegie said, “Reading should be carefully planned as a diet for optimum mental growth.” How many leaders plan their reading carefully? My experience and observation is that most of what leaders read is thrust upon them. They read more out of obligation than by choice.
William Godwin said, “He that loves reading has everything within his reach.” A leader can get a handle on almost any problem or opportunity if he or she knows who to read in that area. The biggest challenge today is finding wisdom in a sea of often dubious information.
Would you like a strategy for your reading? Here’s a suggestion that is as true today as it was when written 100 years ago: “There are three keys to reading profitably: intention, attention and retention.” The classic self-help author Orison Swett Marden said that.
Read by intention, rather than just obligation. Give your attention to items of importance and not just interest. Then highlight, outline and synthesize so that you can retain the nuggets of wisdom.
Thursday, March 29, 2012
Contagious
The Journal of PLoS Computational Biology finds that obesity is contagious among friends. In short, says the study, the more obese people you have contact with, the more obese you are likely to become.
Researchers admit they’re not sure why that is.
Wouldn’t it make sense that we are partly a function of our environment, and that what our friends do influences what we do?
If that is true, consider what else might be contagious:
Success. Napoleon Hill famously recommended being part of a mastermind alliance of like-minded people committed to success.
Character. As the old saw goes, when you lie down with dogs you get fleas. Maybe if you hang out with angels you’ll get a halo.
Energy. What is the energy in your workplace like? I’ve found I can catch energy from my colleagues and, when I speak, my audiences (and vice versa).
Are you contagious? What are others catching from you…and you from them?
Researchers admit they’re not sure why that is.
Wouldn’t it make sense that we are partly a function of our environment, and that what our friends do influences what we do?
If that is true, consider what else might be contagious:
Success. Napoleon Hill famously recommended being part of a mastermind alliance of like-minded people committed to success.
Character. As the old saw goes, when you lie down with dogs you get fleas. Maybe if you hang out with angels you’ll get a halo.
Energy. What is the energy in your workplace like? I’ve found I can catch energy from my colleagues and, when I speak, my audiences (and vice versa).
Are you contagious? What are others catching from you…and you from them?
Wednesday, March 28, 2012
Startling Statistics are Symptoms
Leaders and educators take note:
According to The Kipplinger Letter, 25% of mortgages in the U.S. are underwater; that is people owe more than their homes are worth.
USA Today reports that among Medicare patients, 44% of the harm done by medical treatment clearly or likely was preventable.
Two startling statistics, one about education and responsibility and the other about excellence and quality control.
Neither statistic is a cause. Both are symptoms.
Not every underwater loan is the fault of the borrower (few predicted the abrupt decline in home values). The lack of understanding (or just bad advice) about debt and leverage are the cause of misery for many. Uninformed borrowers and lenders are both causes for some of these problems.
Clearly preventable harm is a critical quality control issue. When mistakes are made in healthcare, people are hurt or die. The concept of “routine work” in healthcare is dangerous. Clerical mistakes in accounting rarely have the same impact as a mistake in medication.
Education, responsibility, quality control, excellence–these topics often illicit yawns from readers and listeners…that is until they become startling statistics with personal impact.
Good leaders and communicators talk about how to avoid startling statistics, not just how to deal with them.
What are you doing to prevent regrettable numbers and startling statistics in your work and life? Research, identify and address causes before they become startling statistics.
According to The Kipplinger Letter, 25% of mortgages in the U.S. are underwater; that is people owe more than their homes are worth.
USA Today reports that among Medicare patients, 44% of the harm done by medical treatment clearly or likely was preventable.
Two startling statistics, one about education and responsibility and the other about excellence and quality control.
Neither statistic is a cause. Both are symptoms.
Not every underwater loan is the fault of the borrower (few predicted the abrupt decline in home values). The lack of understanding (or just bad advice) about debt and leverage are the cause of misery for many. Uninformed borrowers and lenders are both causes for some of these problems.
Clearly preventable harm is a critical quality control issue. When mistakes are made in healthcare, people are hurt or die. The concept of “routine work” in healthcare is dangerous. Clerical mistakes in accounting rarely have the same impact as a mistake in medication.
Education, responsibility, quality control, excellence–these topics often illicit yawns from readers and listeners…that is until they become startling statistics with personal impact.
Good leaders and communicators talk about how to avoid startling statistics, not just how to deal with them.
What are you doing to prevent regrettable numbers and startling statistics in your work and life? Research, identify and address causes before they become startling statistics.
Friday, March 16, 2012
Quick Feedback is Better than No Feedback
My Audi was in for service. I like my car, I like my dealer and I like the Audi brand but all those fond feelings were diminished when I started taking the online survey.
I’m an advocate of asking for customer service feedback. I’m also an advocate for making it quick, easy and painless.
After clicking through what seemed like endless pages of questions and numerical scoring, I finally and thankfully arrived at the end. “Is there anything else you’d like us to know?” was the final question, to which I responded, “Yes. I won’t complete another ridiculously long survey like this again.”
I often don’t respond to surveys because I have neither the time nor inclination. I did in this case because I was quite pleased by the job my service advisor did and wanted Audi and the dealer to know. I came to rue the decision.
Deciding how much to ask and how long the survey will take are important considerations. I realize that more information and detail is more helpful. But beware: asking for too much of the customer’s time is off-putting.
Why not bundle a short survey with a long survey? The short survey may be 5-10 critical questions or scores that don’t take more time. Tell the customer how long it will take before they opt in. Then, after they’ve finished the short survey, ask if they’d be willing to answer some additional questions (and let them know how much longer that will take).
J.D. Powers provided the painfully long survey for Audi, and I respect their ability to gather and crunch useful data. But in the age of perpetual distraction and limited attention, we’ve got to remember that if you don’t get feedback quickly, you may not get it at all.
I’m an advocate of asking for customer service feedback. I’m also an advocate for making it quick, easy and painless.
After clicking through what seemed like endless pages of questions and numerical scoring, I finally and thankfully arrived at the end. “Is there anything else you’d like us to know?” was the final question, to which I responded, “Yes. I won’t complete another ridiculously long survey like this again.”
I often don’t respond to surveys because I have neither the time nor inclination. I did in this case because I was quite pleased by the job my service advisor did and wanted Audi and the dealer to know. I came to rue the decision.
Deciding how much to ask and how long the survey will take are important considerations. I realize that more information and detail is more helpful. But beware: asking for too much of the customer’s time is off-putting.
Why not bundle a short survey with a long survey? The short survey may be 5-10 critical questions or scores that don’t take more time. Tell the customer how long it will take before they opt in. Then, after they’ve finished the short survey, ask if they’d be willing to answer some additional questions (and let them know how much longer that will take).
J.D. Powers provided the painfully long survey for Audi, and I respect their ability to gather and crunch useful data. But in the age of perpetual distraction and limited attention, we’ve got to remember that if you don’t get feedback quickly, you may not get it at all.
Wednesday, March 14, 2012
How to Increase Creativity in 128 Words
In your business, what is the kill ratio for ideas?
You know: the number of ideas suggested versus the number of ideas thoughtfully considered and implemented?
The innovative nurture new ideas; the staid and stodgy neuter them.
To destroy an idea, ask “Why should we?”
To develop it, ask “Why shouldn’t we?”
To destroy an idea, discuss why it won’t work.
To develop an idea, discuss how it could be made to work.
To develop creativity, reward the attempt.
To destroy creativity, reward only successful ideas (which of course means you’ll only get tried and true ideas).
Good leaders encourage and reward followers for getting out of their mental ruts. That means doing business with a little less predictability, a little more risk but a whole lot more fun and innovation.
You know: the number of ideas suggested versus the number of ideas thoughtfully considered and implemented?
The innovative nurture new ideas; the staid and stodgy neuter them.
To destroy an idea, ask “Why should we?”
To develop it, ask “Why shouldn’t we?”
To destroy an idea, discuss why it won’t work.
To develop an idea, discuss how it could be made to work.
To develop creativity, reward the attempt.
To destroy creativity, reward only successful ideas (which of course means you’ll only get tried and true ideas).
Good leaders encourage and reward followers for getting out of their mental ruts. That means doing business with a little less predictability, a little more risk but a whole lot more fun and innovation.
Tuesday, March 13, 2012
Is it God or the Devil in the Details?
For years I’ve talked about an old client that reinvigorated their business by giving their electricians hand-held vacuum cleaners. The idea was simple: when you’re done with the job, clean up after yourself.
Clients called in thanking them not for getting the electrical done right–that was expected–but for not leaving a mess. It is a simple but powerful illustration of how little things make a big difference.
I finally got the shades installed in our new offices. A few are crooked and we’re asking the vendor to come back and straighten them out.
The crazy maker? Metal shavings and debris everywhere. I spent 20 minutes cleaning up after the installers.
So I’m not going to be calling the provider with any positive feedback or to express my appreciation. I’m just going to remember how important it is to pay attention to the details.
Don’t just do what is expected. Do the little extras that make the customer or client remember you in a positive way.
Clients called in thanking them not for getting the electrical done right–that was expected–but for not leaving a mess. It is a simple but powerful illustration of how little things make a big difference.
I finally got the shades installed in our new offices. A few are crooked and we’re asking the vendor to come back and straighten them out.
The crazy maker? Metal shavings and debris everywhere. I spent 20 minutes cleaning up after the installers.
So I’m not going to be calling the provider with any positive feedback or to express my appreciation. I’m just going to remember how important it is to pay attention to the details.
Don’t just do what is expected. Do the little extras that make the customer or client remember you in a positive way.
Friday, March 9, 2012
Team Leadership: Problem or Solution
Being a team leader is tough. You must balance the needs of the organization with the needs of the team members. You coach, counsel and develop. You mediate conflicts of personality and performance.
In short, you’re either the solution or the problem.
Whether you inherited your team (most likely) or chose the members yourself, you as team leader are responsible for making the team work.
While it is tempting to blame the team (“they didn’t work together” or “she is the real problem”) you need to realize that YOU are responsible for getting them work together and for dealing with whoever is problematic.
Do as much correctly as you can and you’ll avoid many problems. Practice the basics of good team building. But when you see a problem, seek a solution and make sure the problem is addressed rather than ignored.
Team leadership is about taking responsibility. Once you get past blames and excuses, you can do the difficult but important work of a team leader.
Take responsibility for being the solution
In short, you’re either the solution or the problem.
Whether you inherited your team (most likely) or chose the members yourself, you as team leader are responsible for making the team work.
While it is tempting to blame the team (“they didn’t work together” or “she is the real problem”) you need to realize that YOU are responsible for getting them work together and for dealing with whoever is problematic.
Do as much correctly as you can and you’ll avoid many problems. Practice the basics of good team building. But when you see a problem, seek a solution and make sure the problem is addressed rather than ignored.
Team leadership is about taking responsibility. Once you get past blames and excuses, you can do the difficult but important work of a team leader.
Take responsibility for being the solution
Thursday, March 8, 2012
Vision Done Right
For followers to embrace the vision, the vision must embrace the followers.
What does that mean exactly?
Most organizational vision statements range from bland to grandiose. More often than not they paint a picture of the future desired by leadership. Rarely do they speak to the aspirations of followers.
Look at a few vision statements. Generally they are about future aspirations and describe how the company or organization wants to be known and what it wants to do for customers. This is a good start but not enough.
For employees to be committed to the vision, they want to know what the future will look like for them, not just for leaders, shareholders or customers. Market share and organizational acknowledgement is important but so is workplace improvement and employee recognition.
Is your company’s vision statement memorable or mundane? Does it inspire passion or passivity? Does it describe the future for employees as well as leaders and customers?
The only thing worse than no vision is a vision done poorly.
What does that mean exactly?
Most organizational vision statements range from bland to grandiose. More often than not they paint a picture of the future desired by leadership. Rarely do they speak to the aspirations of followers.
Look at a few vision statements. Generally they are about future aspirations and describe how the company or organization wants to be known and what it wants to do for customers. This is a good start but not enough.
For employees to be committed to the vision, they want to know what the future will look like for them, not just for leaders, shareholders or customers. Market share and organizational acknowledgement is important but so is workplace improvement and employee recognition.
Is your company’s vision statement memorable or mundane? Does it inspire passion or passivity? Does it describe the future for employees as well as leaders and customers?
The only thing worse than no vision is a vision done poorly.
Friday, March 2, 2012
MISS to HIT
Just as a confused customer buys nothing, neither does a confused student try something (and in the rare instances when they do, the results are predictably poor).
If leaders want to convert ideas into action, they should remember the acronym MISS to HIT:
Make It So Simple to Have It Tried.
Even complex ideas and actions can be broken into basic component parts. Making a first step so simple not only makes it easier for the student to try, but also increases the chances of success. This creates a virtuous cycle of confidence. Once successful in the basics, the learner can build on them to do more difficult things.
This idea can be used to clarify soft skills. Recently I worked with a client that tells employees not simply to welcome customers but to make them feel welcomed. Welcoming a customer can be rote and rigid; making a customer feel welcome is about creating a warm, positive experience. What makes anyone feel welcomed? A sincere greeting accompanied by a smile and willingness to help. The specific words are less important than the sincere actions. So simple…once explained.
What have you asked someone to do that hasn’t been tried? If it isn’t a lack of cooperation or motivation, it may be that the person simply doesn’t know how to begin.
Having anything tried begins with making it so simple. That’s MISS to HIT.
If leaders want to convert ideas into action, they should remember the acronym MISS to HIT:
Make It So Simple to Have It Tried.
Even complex ideas and actions can be broken into basic component parts. Making a first step so simple not only makes it easier for the student to try, but also increases the chances of success. This creates a virtuous cycle of confidence. Once successful in the basics, the learner can build on them to do more difficult things.
This idea can be used to clarify soft skills. Recently I worked with a client that tells employees not simply to welcome customers but to make them feel welcomed. Welcoming a customer can be rote and rigid; making a customer feel welcome is about creating a warm, positive experience. What makes anyone feel welcomed? A sincere greeting accompanied by a smile and willingness to help. The specific words are less important than the sincere actions. So simple…once explained.
What have you asked someone to do that hasn’t been tried? If it isn’t a lack of cooperation or motivation, it may be that the person simply doesn’t know how to begin.
Having anything tried begins with making it so simple. That’s MISS to HIT.
Wednesday, February 29, 2012
Customer Service: Sorry Seems the Hardest Word
One morning I spent an inordinately long time in the drive through of my local quick service (often an oxymoron) restaurant. I was in a hurry. Aren’t most people who use the drive through? I don’t know if the SUV two ahead of me ordered breakfast for the 5th grade but I was trapped with cars behind me.
When I finally got to the window, I inquired: what was up with the delay?
The guy at the window mumbled something incomprehensible and responded with a tone of voice that suggested I had wished him a happy morning.
As I waited for my food I noticed the sign in the window–How are we doing?–with several ways to communicate that information to management. I considered whether or not to do so.
My frustration could have been greatly diminished with a simple phrase: “Sorry for the wait today.” It would have pre-empted my comment and instantly let me know the service providers were aware. It would have also suggested that long waits are an exception and not the rule.
Even if it had been given after I expressed concern, it would have been helpful.
So simple yet so often overlooked. Elton John was right: sorry seems the hardest word. And it is sad, so sad that service providers don’t use it appropriately more often.
When I finally got to the window, I inquired: what was up with the delay?
The guy at the window mumbled something incomprehensible and responded with a tone of voice that suggested I had wished him a happy morning.
As I waited for my food I noticed the sign in the window–How are we doing?–with several ways to communicate that information to management. I considered whether or not to do so.
My frustration could have been greatly diminished with a simple phrase: “Sorry for the wait today.” It would have pre-empted my comment and instantly let me know the service providers were aware. It would have also suggested that long waits are an exception and not the rule.
Even if it had been given after I expressed concern, it would have been helpful.
So simple yet so often overlooked. Elton John was right: sorry seems the hardest word. And it is sad, so sad that service providers don’t use it appropriately more often.
Wednesday, February 22, 2012
A Fred Sighting at Jason's Deli
My long time friend Anthony Braswell shared the following Fred-sighting with me:
One of my all-time favorite restaurants to visit each week is our local Jason’s Deli. It’s convenient, but that’s not why I go.
It’s really good, but that’s not the only reason why I go. They also have free ice cream!
And I go because of the Fred Factor!
I wish I could introduce you to my friend, House Mouse. That’s what her Jason’s Deli employee nametag says. She is the reason I keep going back! She might not be the “typical” customer service employee. She’s got tattoos. You don’t have to wonder what her favorite sports team is because she has Tarheels tattooed on her arm! God help you if you are wearing a Duke shirt! But she does possess the spirit of Fred. She does an ordinary job in an extraordinary way!
She greets every person with a handshake and if you are a frequent guest like I am. Sometimes she even gives you a hug! She remembers my name, what I want and if I try to order something that isn’t their specialty, she playfully refuses to let me order it. “The best for my friends!” she says! I often bring friends with me and she’ll tell them, “Wow! You keep great company! This is a great guy that you are hanging out with today!” She understands how to make people feel special and create value for every customer.
I took time recently to share how awesome House Mouse is with her boss. I let him know that she was the reason that I ate there so often and used their restaurant as a place for meetings. The manager let me know after that meeting that she was getting a raise.
Her words to me were, “Thanks so for making that happen!”
My response to her was, “I just reminded your boss of what he already knew!”
Thanks, Anthony, for sharing your Fred sighting.
One of my all-time favorite restaurants to visit each week is our local Jason’s Deli. It’s convenient, but that’s not why I go.
It’s really good, but that’s not the only reason why I go. They also have free ice cream!
And I go because of the Fred Factor!
I wish I could introduce you to my friend, House Mouse. That’s what her Jason’s Deli employee nametag says. She is the reason I keep going back! She might not be the “typical” customer service employee. She’s got tattoos. You don’t have to wonder what her favorite sports team is because she has Tarheels tattooed on her arm! God help you if you are wearing a Duke shirt! But she does possess the spirit of Fred. She does an ordinary job in an extraordinary way!
She greets every person with a handshake and if you are a frequent guest like I am. Sometimes she even gives you a hug! She remembers my name, what I want and if I try to order something that isn’t their specialty, she playfully refuses to let me order it. “The best for my friends!” she says! I often bring friends with me and she’ll tell them, “Wow! You keep great company! This is a great guy that you are hanging out with today!” She understands how to make people feel special and create value for every customer.
I took time recently to share how awesome House Mouse is with her boss. I let him know that she was the reason that I ate there so often and used their restaurant as a place for meetings. The manager let me know after that meeting that she was getting a raise.
Her words to me were, “Thanks so for making that happen!”
My response to her was, “I just reminded your boss of what he already knew!”
Thanks, Anthony, for sharing your Fred sighting.
Wednesday, February 15, 2012
Stay Calm or Get Excited?
One key to effective leadership is to know when to stay calm and when to get excited.
I was reminded of that reading the newspaper today. One journalist advised that investors stay calm during this currently crazily declining market. Getting worked up will most likely cloud your thinking and acting rashly is never a good idea.
Staying calm is more about your inner peace and demeanor. If you’ve prepared, studied the situation thoughtfully and done your work, calm is a natural result. While the outcome isn’t guaranteed, you have the assurance you’ve done all you can.
Staying calm also creates confidence for your team, both in your abilities as well as their own. The ability to be calm means you trust them to meet whatever challenges as successfully as possible. A leader who doesn’t stay calm suggests that their anxiety is due to their team.
It pays to get excited about things that matter. It is difficult to lead if you have a monotone personality. If you bring the same emotion (or lack of it) to everything, nobody ever really knows that is important to you.
Of course, being excited isn’t the same as getting worked up. The latter suggests someone who is upset rather than just passionate (and sure, there are times when we ought to be upset, but they are far fewer than the times we actually are).
Get excited when you want to share positive energy. Get excited when the outcome is critical and everyone on your team needs to focus. Get excited when you appreciate the good job a colleague has done.
Funny how excited some people get about professional sports teams in which they have no direct involvement, but how reluctant they are to get excited about anything else.
Stay calm in challenging times and get excited when it matters. Knowing when to do which is a nuance of good leadership.
I was reminded of that reading the newspaper today. One journalist advised that investors stay calm during this currently crazily declining market. Getting worked up will most likely cloud your thinking and acting rashly is never a good idea.
Staying calm is more about your inner peace and demeanor. If you’ve prepared, studied the situation thoughtfully and done your work, calm is a natural result. While the outcome isn’t guaranteed, you have the assurance you’ve done all you can.
Staying calm also creates confidence for your team, both in your abilities as well as their own. The ability to be calm means you trust them to meet whatever challenges as successfully as possible. A leader who doesn’t stay calm suggests that their anxiety is due to their team.
It pays to get excited about things that matter. It is difficult to lead if you have a monotone personality. If you bring the same emotion (or lack of it) to everything, nobody ever really knows that is important to you.
Of course, being excited isn’t the same as getting worked up. The latter suggests someone who is upset rather than just passionate (and sure, there are times when we ought to be upset, but they are far fewer than the times we actually are).
Get excited when you want to share positive energy. Get excited when the outcome is critical and everyone on your team needs to focus. Get excited when you appreciate the good job a colleague has done.
Funny how excited some people get about professional sports teams in which they have no direct involvement, but how reluctant they are to get excited about anything else.
Stay calm in challenging times and get excited when it matters. Knowing when to do which is a nuance of good leadership.
Friday, February 3, 2012
Precision Matters
Yesterday my new friend and fascination expert Sally Hogshead called me at precisely 11 a.m. for a scheduled conversation. I was impressed. More often than not, someone says they’ll call at 11 and the phone rings 5 or 10 minutes later. I was impressed by Sally’s professionalism.
“It makes me crazy,” I shared, “when I ask someone to call me back in literally 2 minutes knowing that I can take the call on a different line or phone then, and they call back 10 or 15 minutes later and I’m no longer available.”
Sally suggested that the meaning of literally seems to have morphed into something like “approximately” or “close to”. “We need a new word,” she said.
I suggested “literally squared.” (Yes, that appears to be two words, but there is no “squared” little 2 symbol on the iMac.)
To some of my more mellow readers, literally squared might seem like a case of being wound too tightly. While that might sometimes be the case, there is a serious aspect to this idea. We live in a world where precision often matters. From medicine to flying an airplane to engineering a structure, you don’t want to work in loose terms.
In a competitive environment for selling and serving customers, clients and shareholders, precision also matters. When we invest time and money, we don’t want vague promises like “I’ll get back to you” (when?), “we are focused on improving earnings” (what are you doing?) or “this will grow your business” (how much?). The more precise the promise and the performance, the more powerful the value proposition.
Whether or not we need a new concept like “literally squared” is debatable. I’m convinced, however, that we need to employ the power of precision.
“It makes me crazy,” I shared, “when I ask someone to call me back in literally 2 minutes knowing that I can take the call on a different line or phone then, and they call back 10 or 15 minutes later and I’m no longer available.”
Sally suggested that the meaning of literally seems to have morphed into something like “approximately” or “close to”. “We need a new word,” she said.
I suggested “literally squared.” (Yes, that appears to be two words, but there is no “squared” little 2 symbol on the iMac.)
To some of my more mellow readers, literally squared might seem like a case of being wound too tightly. While that might sometimes be the case, there is a serious aspect to this idea. We live in a world where precision often matters. From medicine to flying an airplane to engineering a structure, you don’t want to work in loose terms.
In a competitive environment for selling and serving customers, clients and shareholders, precision also matters. When we invest time and money, we don’t want vague promises like “I’ll get back to you” (when?), “we are focused on improving earnings” (what are you doing?) or “this will grow your business” (how much?). The more precise the promise and the performance, the more powerful the value proposition.
Whether or not we need a new concept like “literally squared” is debatable. I’m convinced, however, that we need to employ the power of precision.
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