Don’t Get a Huge Hierarchy or a Big Fat Flat

So organizations are a funny thing.


Too hierarchical and you can get lost in the maze of corner offices.


Too flat, and there is no one to make a darn decision. 


Huge hierarchies can be costly and inefficient, but flat as a board organization are mob rule.


I think there has got to be a happy medium.


– One, where there is leadership, accountability, a reasonable span of control, and room for professional growth. 


– Two, where there is dignity and respect for everyone, and your tile and level doesn’t make any difference in terms of having your voice heard and being able to make a difference. 


Hierarchies that reach to the pompous sky and flat organizations where all the air is let out and nothing can get done are those that need to be hailed away in a big menacing orange wheel lock.


(Source Photo: Andy Blumenthal)

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How Does It Feel At The Top

A colleague told me something interesting about what it feels like at the top.


He said:

The 360 degree view is good, but it get’s windy at times!


I thought this was pretty smart, and one reason that many people opt out of moving into senior and executive positions in their organizations. 


Yes, it’s great to be able to lead and have more visibility, influence, and impact. 


But at the same time, this does not come for free or without risks. 


At the top of the pyramid or corporate offices or whatever, there is opportunity. 


Yet, your dealing with other top honchos with strong personalities, egos, and often harsh ways of dealing with others and conflict can be perilous for many. 


My father used to tell me his philosophy:

Better a little less, but you know what you have. 


There is definitely wisdom in those words. 


Maybe as with most things in life, there is a time and place for everything. 


It is great to have the opportunity to lead.


It’s also not bad to have a time to follow and contribute in that way. 


What’s important is that whatever role your in at the time, that you do it with integrity and passion to do good. 


So how does it feel at the top–sure, it’s a nice view, but it can get very windy too. 😉


(Source Photo: Andy Blumenthal)

When It Turns In

A friend told me something interesting about anxiety and depression…

Depression is anxiety turned inward. 


When people feel anxious and that they don’t have control over their situation that make them feel in a sense helpless, and then the anxiety “has no where to go,” it becomes depression. 


I guess it make sense that if you feel that you can’t really do anything to make things better–and no matter how hard you try–then you feel somewhat helpless/hopeless and get depressed


Perhaps it’s almost like a frustration at your own inability to change things you feel you need to change. 


That is why a person’s feeling some sense of control over their environment and life is so important. 


When things are looking down, it helps to try and do something to take back control over what feels like spiraling uncontrollable events and circumstances.  


Of course, only G-d really has control over what ultimately happens. 


But we need to do our part to try to make things better. 


Just taking that first (and second and third) step is freeing. 


I’m pretty sure that an element of this is that you can tell yourself that you “did everything you could” so in effect there is a lifting of guilt about the situation, but at the same time there is also a genuine feeling that you are here for a purpose and perhaps have made a difference in this world. 


Some people feel big and important, but the reality is that we are all so small in a very big world and universe where suffering and loss can strike (G-d forbid) at any moment. 


Man is but a speck of dust in the realm of things. 


But at the same time, our speck is filled with a soul of the living G-d. 


So we must do what we can to be a good influence and impact. 


Whatever it is, it is what we can do. 


If everyone–7.6 billion of us out there—does their part that can make a difference. 


Don’t let life’s anxieties become your depression.


Look for what you can contribute–do it!–try your best to make a difference and make the world better.


It’s what you’re here for and what you can positively do.  😉


(Source Photo: Andy Blumenthal)

Why Worry?

So I had an interesting conversation with a colleague, and they tell me their philosophy about worry, as follows:

Worrying is suffering twice!


I thought this was pretty smart. 


With worry, we suffer when we worry and then we suffer again if the thing we are worrying about actually comes to fruition. 


So in essence, we are doubling up on the suffering.


Yet, worry can be constructive if we use it to spur us to positive action such as in confronting and dealing with challenging situations. 


But when we worry just for the sake of worry because we can’t control our anxiety and moreover, it actually may paralyze us with fear, then this is obviously a bad thing. 


Do I worry?


Sure do, but like my dad, I use worry to try and think out-of-the-box, to plan, to problem-solve, to figure out coping mechanisms etc. 


Worry is suffering for sure. 


However, if we can channel the worry to positive impact, then the worry can be worth the pain it inflicts on us. 😉


(Source Photo: Andy Blumenthal)

Anus Protectus

So I learned this new phrase today:

“Anus Protectus”


It’s what it sounds like.


It when you communicate (or do) something in order to “cover your a*s.”


Sometimes we communicate as an FYI.


Other times as a FYSA.


And then there is the CYA. 


All of these are what we call “Purposeful communications.”


The only real difference is their purposes. 


When you open your mouth or your email make sure you know your:


– Why (intent)

– Who (audience)

– How (persuasion techniques)


These are the secret sauce of good communication. 


More blogs to come on this important topic. 😉


(Source Photo: Andy Blumenthal)

A Mountain Of Data

Turtle .jpeg

So I heard this interesting perspective on information and data analytics…


Basically, it comes down to this: 

“Most organizations are data rich, but information/insight poor.”


Or put another way:

“Data is collected, but not used.”


Hence we don’t know what we don’t know and we end up making bad decisions based on poor information. 


Just imagine if we could actually make sense of all the data points, connect them, visualize them, and get good information from them.


How much better than a pile of rocks is that? 


(Source Photo: Andy Blumenthal)

Customer Service No-Nos

From No To Yes.jpeg

So if you’re in customer service…


The answer is easy. 


It’s always got to be YES. 


– Any less is a big No-No!


The customer’s needs are paramount.


Their satisfaction is your goal. 


So your job is to figure out how to get from no to yes!


You’ve got to problem-solve and figure it out. 


And it’s not enough to come up with any old solution.


When I said to my colleagues the other day:

“There’s a solution to every problem.”


Someone joked and answered back:

“It’s just that the customer may not like it.”


And I responded:

“Well then that’s not the solution you are looking for!”

You’ve got to go back to the drawing board and get to a legitimate yes. 


Of course, it can difficult, especially when at times you deal with some challenging customers and problems.


But listen, this is the customer service field and in the end, the customer experience should be WOW fantastic!


It’s the customer that is depending on you to come through for them and their mission. 


Doing your job isn’t just a matter of reading off of some cue card or playbook. 


This is real life with real consequences. 


If you can deliver, the customer will be able to do their jobs, and they may even sing your wildest praises–wouldn’t that be rewarding? 


Customer service means getting to YES from the earliest possible moment in the interaction, meaning it, and legitimately delivering on it–no other questions asked.  😉


(Source Photo: Andy Blumenthal)