It's fascinating to observe the transformation taking place at Apple as co-founder and CEO Steve Jobs prepares to take another medical leave of absence. Given the fact that Apple stock is ranked second only to ExxonMobil in terms of its market value, there's much at stake as Jobs steps down albeit temporarily. Despite jobs' reassurance that he will remain engaged in major decisions, Apple stock has fluctuated mildly since his announcement. Analysts and stock strategists are obviously concerned about Apple's future without Steve Jobs, but so far, that concern is not stopping investors from purchasing Apple stock. Of greater concern to Apple are the millions of devoted Apple fans around the world who have come to rely on the company and its CEO as their compass for high-tech innovation and wizardry. So far, Apple's adoring fans are solidly behind the company and comfortable with Jobs' medical leave decision.
As one who teaches managers how to become better leaders, I'm intrigued by the "Jobs Factor" as I like to call it. There's no question that Steve Jobs is the face of Apple. As USA Today reported, during Jobs' second term as CEO, which began in August 1997, Apple's stock has soared more than 7,273% versus a 67% gain for Standard & Poor's 500-stock index. That's impressive whether you're an Apple fan or not! It's clear that as CEO, Jobs has inspired a rebirth at Apple leading to such innovative marvels as the iPod, iPhone, iPad, Apple Stores and the burgeoning industry knows as Apps – slang for Applications – that support all these new products. In short, Apple has transformed how a generation communicates, learns, listens to music and socializes. Steve Jobs continues to demonstrate his brilliance and his Midas touch.
Over the past 100 years, very few leaders have had as great an impact on transforming our world as Steve Jobs. Certainly Thomas Edison, Alfred Sloan (GM), Sam Walton (WalMart), Walt Disney, Bill Gates (Microsoft), Henry Ford, Thomas J. Watson (IBM), Ray Kroc (McDonalds), Estee Lauder, Richard Branson (Virgin), Philip H. Knight (Nike), Facebook founder Mark Zuckerberg and Jack Welch (GE) merit mention. In 2005, Fast Company published an outstanding list of the 100 Greatest Business Leaders of the 20th Century which included Steven P. Jobs at #26.
And so, as Steve Jobs prepares to step aside as CEO for medical reasons, the question behind the question is this. First, will Apple continue its rabid success once Steve Jobs steps down? Secondly, how does a company like Apple design a succession plan to ensure the company's continued success and growth? The second question is profoundly important when the CEO, Steve Jobs, is considered a god among his colleagues, competitors and the business media. The fact is that while Tim Cook can succeed him, no one can replace Steve Jobs.
While no one knows the answers to these key questions, I think Steve Jobs has a surprise in store for all of us. I think Jobs' greatest contribution to Apple will be revealed as he steps aside as CEO and allows Apple's senior leadership team to stand on its own. Remember, Steve Jobs has hired, trained and developed these people over the past 14 years. Jobs' goal has been to ensure Apple's profitability and product success will continue long after he is gone.
Interestingly, for Steve Jobs, this is not unchartered territory. When Jobs resigned as Apple CEO in September 1985 after a bitter confrontation with his board of directors, he was succeeded by a series of less-than-successful CEOs. During Jobs' 12-year absence from Apple, he had time to reflect on his successes and mistakes as a leader, innovator and business strategist. One of the mistakes Jobs acknowledged and vowed not to repeat was hiring the wrong people to lead the largest (and greatest) technology company in the world.
Now, Steve Jobs can step aside knowing he has in place a solid executive management team with capable leaders like Chief Operating Officer Tim Cook and Chief Financial Officer Peter Oppenheimer. These leaders have been schooled in how Jobs thinks and fosters creativity and innovation at Apple. They embrace the Apple culture and will maintain its current course to greater successes. Despite the concerns that Steve Jobs' temporary departure from Apple is causing to Wall Street and the business media, I am confident that Apple will continue to outperform its competition because Steve Jobs has learned how to create a culture of excellence and innovation that now permeates all levels of the world's greatest tech company.
About the Author: Tom Hinton is recognized as America's Expert on Business Excellence. The author of four books, Mr. Hinton is a popular speaker at corporate and association meetings on Leadership, Customer Service and Creating a Culture of Excellence in the Workplace. For information, contact: tom@tomhinton.com
Friday, January 21, 2011
Friday, January 7, 2011
How to Keep Your New Year's Resolutions -- Finally!
by Tom Hinton
If you’re like most people, you probably spent a few minutes during the holidays thinking about the new year and making several resolutions. And, if you’re like most people, you’ve already broken most of your New Year’s resolutions. Although we’re well-intentioned, it’s very difficult to honor our words and promises. Why is that? After all, who doesn’t want to get healthy, quit smoking or drinking, lose weight, spend more time with family and friends, get out of debt, travel and enjoy life more fully?
You would think these types of resolutions would be easy to embrace and follow. But, the harsh reality is most New Year’s resolutions require more from us than just verbalizing a statement of intent. My experience has been that setting goals is a simple process, but staying on track and honoring our resolutions is anything but easy! Why? Well, for starters, most of us are poor planners. As the saying goes, “If you fail to plan, you’re planning to fail.” So, you need to have a plan.
Here’s a three-step plan to help you honor your words and promises and keep your New Year’s resolutions.
Step 1. Write down your goals. Someone once quipped that the difference between a wish and a goal is that goals are written while wishes remain a figment of our imagination. I am a firm believer that resolutions and goals need to be written down if we intend to achieve them. So, the first step, is to simply write down each resolution in the form of a SMART goal – that is, each goal must be specific, measurable, attainable, realistic and time certain.
For example, let’s say you want to get in shape and start exercising. Your goal should be written as follows: I exercise 5 days each week for 30 minutes or longer by walking, bike riding, going to the gym or doing calisthenics. I mark my calendar each day after I complete my exercise routine to measure my success. Now, there’s a goal that meets the SMART test!
Step 2. Enlist someone to help you achieve your goals. There’s an old saying, “Two heads are better than one.” When it comes to goal-setting, one of the best techniques I have found is to enlist the help of a friend, spouse or family member who has a similar goal. Use the buddy system to support each other. This is particularly powerful when it comes to achieving goals like exercise, diets, work projects or finally writing your first novel!
Step 3. Get Results. Another quote that comes to mind is this one. “If it’s meant to be, it’s up to me!” There will always be hurdles and challenges that block your path to success. But, remember, you alone are responsible for your success. You alone must remove those barriers if you want to go forward. You need to get results. John Lennon, the late Beatle, once quipped that “Life is what happens to you while you're busy making other plans.” It’s true! You need to be alert to disruptions and guard your personal time so you can achieve your goals. This is how you get results. And, remember, it’s okay to tell friends you can’t join them after work for a beer because you have a prior commitment – the fitness center. It’s okay to order fruit for dessert when everyone else is gorging themselves on cheesecake! And, when your exercise partner can’t make it, don’t quit. Put on your sneakers and go for a long walk by yourself. Don’t make excuses and don’t ever give yourself permission to fail.
Most of us set New Year’s resolutions and goals because we want to improve our lives. We want to become the person we dream about. However, what we forget is that setting goals and resolutions requires us to change something – a behavior, a thought process, certain values or old beliefs – that keep us from becoming that person we dream about. So, change is also part of the equation for achieving your goals.
Here are three steps you can take to deal with change in your life.
First, prepare yourself -- mentally and emotionally -- for change. You cannot just walk into a sea of change and expect to swim. Most change consists of whitewater and treacherous rapids. Seldom is the sea of change calm. Changing your beliefs, values and behavior requires some degree of mental and physical preparation if you really expect to achieve your goals.
Secondly, you must identify the barriers that keep you from changing your life and resolve to overcome those barriers. Make up your mind that you will change that part of you that heretofore has resisted lasting change or improvement. For example, you cannot quit smoking if you continue to buy cigarettes. You cannot stop drinking if you continue to buy booze and bring it home. These types of actions and behaviors must stop if you want to achieve your goals. You must resolve to give up those behaviors that undermine your success. Once you take positive action, the chances of achieving success will increase dramatically. Frankly, it’s not rocket science, It’s as simple as 1-2-3.
Finally, expect setbacks. No one is perfect. We all stumble from time to time. So, when you stumble, get back on your feet and move forward. If you miss a day of exercising, resolve to add a make-up day at the gym. If you sneak a cigarette, be aware that you are undermining your goal of quitting and don’t finish it. Throw it away after a few puffs. Reset the clock and start again. But, be sure to note what caused you to stumble so you can train your mind and emotions not to falter for the same reason the next time that temptation or excuse rears its ugly head. You have to resolve to be stronger than the excuse. Otherwise, you’ll never achieve your goals.
It’s tough starting off the new year with several well-intentioned resolutions but lacking the confidence to see them through to fruition. Hopefully, this plan for success will surprise you as spring approaches and you are well on your way to a healthier, happier you! Be Positive, Stay Focused and Get Results!
About the Author. Tom Hinton is a professional speaker and author of 10,000 Days: The Secret to Finding Purpose, Peace and Passion for the Rest of Your Life. He can be reached at: www.tomhinton.com or via email at: tom@tomhinton.com
If you’re like most people, you probably spent a few minutes during the holidays thinking about the new year and making several resolutions. And, if you’re like most people, you’ve already broken most of your New Year’s resolutions. Although we’re well-intentioned, it’s very difficult to honor our words and promises. Why is that? After all, who doesn’t want to get healthy, quit smoking or drinking, lose weight, spend more time with family and friends, get out of debt, travel and enjoy life more fully?
You would think these types of resolutions would be easy to embrace and follow. But, the harsh reality is most New Year’s resolutions require more from us than just verbalizing a statement of intent. My experience has been that setting goals is a simple process, but staying on track and honoring our resolutions is anything but easy! Why? Well, for starters, most of us are poor planners. As the saying goes, “If you fail to plan, you’re planning to fail.” So, you need to have a plan.
Here’s a three-step plan to help you honor your words and promises and keep your New Year’s resolutions.
Step 1. Write down your goals. Someone once quipped that the difference between a wish and a goal is that goals are written while wishes remain a figment of our imagination. I am a firm believer that resolutions and goals need to be written down if we intend to achieve them. So, the first step, is to simply write down each resolution in the form of a SMART goal – that is, each goal must be specific, measurable, attainable, realistic and time certain.
For example, let’s say you want to get in shape and start exercising. Your goal should be written as follows: I exercise 5 days each week for 30 minutes or longer by walking, bike riding, going to the gym or doing calisthenics. I mark my calendar each day after I complete my exercise routine to measure my success. Now, there’s a goal that meets the SMART test!
Step 2. Enlist someone to help you achieve your goals. There’s an old saying, “Two heads are better than one.” When it comes to goal-setting, one of the best techniques I have found is to enlist the help of a friend, spouse or family member who has a similar goal. Use the buddy system to support each other. This is particularly powerful when it comes to achieving goals like exercise, diets, work projects or finally writing your first novel!
Step 3. Get Results. Another quote that comes to mind is this one. “If it’s meant to be, it’s up to me!” There will always be hurdles and challenges that block your path to success. But, remember, you alone are responsible for your success. You alone must remove those barriers if you want to go forward. You need to get results. John Lennon, the late Beatle, once quipped that “Life is what happens to you while you're busy making other plans.” It’s true! You need to be alert to disruptions and guard your personal time so you can achieve your goals. This is how you get results. And, remember, it’s okay to tell friends you can’t join them after work for a beer because you have a prior commitment – the fitness center. It’s okay to order fruit for dessert when everyone else is gorging themselves on cheesecake! And, when your exercise partner can’t make it, don’t quit. Put on your sneakers and go for a long walk by yourself. Don’t make excuses and don’t ever give yourself permission to fail.
Most of us set New Year’s resolutions and goals because we want to improve our lives. We want to become the person we dream about. However, what we forget is that setting goals and resolutions requires us to change something – a behavior, a thought process, certain values or old beliefs – that keep us from becoming that person we dream about. So, change is also part of the equation for achieving your goals.
Here are three steps you can take to deal with change in your life.
First, prepare yourself -- mentally and emotionally -- for change. You cannot just walk into a sea of change and expect to swim. Most change consists of whitewater and treacherous rapids. Seldom is the sea of change calm. Changing your beliefs, values and behavior requires some degree of mental and physical preparation if you really expect to achieve your goals.
Secondly, you must identify the barriers that keep you from changing your life and resolve to overcome those barriers. Make up your mind that you will change that part of you that heretofore has resisted lasting change or improvement. For example, you cannot quit smoking if you continue to buy cigarettes. You cannot stop drinking if you continue to buy booze and bring it home. These types of actions and behaviors must stop if you want to achieve your goals. You must resolve to give up those behaviors that undermine your success. Once you take positive action, the chances of achieving success will increase dramatically. Frankly, it’s not rocket science, It’s as simple as 1-2-3.
Finally, expect setbacks. No one is perfect. We all stumble from time to time. So, when you stumble, get back on your feet and move forward. If you miss a day of exercising, resolve to add a make-up day at the gym. If you sneak a cigarette, be aware that you are undermining your goal of quitting and don’t finish it. Throw it away after a few puffs. Reset the clock and start again. But, be sure to note what caused you to stumble so you can train your mind and emotions not to falter for the same reason the next time that temptation or excuse rears its ugly head. You have to resolve to be stronger than the excuse. Otherwise, you’ll never achieve your goals.
It’s tough starting off the new year with several well-intentioned resolutions but lacking the confidence to see them through to fruition. Hopefully, this plan for success will surprise you as spring approaches and you are well on your way to a healthier, happier you! Be Positive, Stay Focused and Get Results!
About the Author. Tom Hinton is a professional speaker and author of 10,000 Days: The Secret to Finding Purpose, Peace and Passion for the Rest of Your Life. He can be reached at: www.tomhinton.com or via email at: tom@tomhinton.com
Monday, November 22, 2010
Getting Through Airport Security This Holiday Season
by Tom Hinton
There’s been a lot of huffing, puffing and whimpering lately about the Transportation Security Administration's (TSA) tough new airline boarding security checks. Some people are threatening to stage protests in the TSA screening lines and disrupt Thanksgiving and Christmas holiday travel for the rest of us. This would be a serious mistake. It would also be an act of pure stupidity, selfishness and change nothing.
As a frequent traveler, I don’t like having to unpack my liquids, take off my belt and shoes and walk barefoot through metal detectors or a band scan machine. But, let’s get real, folks. We live in an era where very bad people hate you and want to do bad things to Americans. I certainly don’t want to be on an airplane where the passengers were not screened because someone felt their personal privacy was being invaded or their constitutional rights trampled by a government employee. Are you kidding me?
While I don’t like to operate from a fear-based mindset, I know the terrorist threat is real and we cannot afford to allow the bad guys to slip through our national security net because a small group of well-intentioned citizens don’t like going through the airport screening device or getting body pat downs. That’s too bad. They’ll need to adjust to the times we live in.
Let’s look at the facts. First, a relatively small number of the 34 million people who have flown since the new procedures went into effect have been subject to body pat downs that have come under withering criticism in recent days. While the process is somewhat invasive, it’s necessary as terrorists come up with innovative ways to blow up airplanes and disrupt our way of living. So, until we can find innovative ways (to screen passengers) that are less invasive and time-consuming, I suggest we get in the queue and make the best of an unpleasant -- albeit brief -- experience. Smile, follow the instructions and just deal with it.
Can you imagine the consequences of not screening passengers? As we already know, it only takes one madman to disrupt a flight or bring down an airplane. It would be irresponsible and selfish for anyone to organize delaying actions or contest body scans once they are in line at the airport. It will only result in delaying thousands of travelers who want to go home and see their loved ones for the holidays. The TSA is not going to compromise on airport security procedures nor should they.
So, here’s my advice. You don’t need to like the current screening procedures or the time-consuming process. But, you need to think through your choices and consequences. Your choices are simple. If you disapprove of the current TSA screening procedures at the airports, you don’t have to fly. You can drive, take a bus, train or stay home. You can also picket outside the airport with a big sign that is sure to attract the media.
But don’t come to the airport with your bags packed and airline boarding pass ticket in hand with the intention of disrupting my boarding process and, possibly, causing me to miss my flight and lose precious time with my family this holiday season. I will not take kindly to your selfish and stupid act. Neither will those three huge rugby players behind me. They might just want to see if you can fly through a body scanner – head first!
Finally, be kind to the TSA employees. Thank them for doing a thankless job this Thanksgiving. They deal with enough idiots as it is. I’m sure they’d rather be home with their families than padding down your sweaty armpits and over-sized buttocks!
About the Author: Thomas Hinton is a popular business author and professional speaker. Email: tom@tomhinton.com
There’s been a lot of huffing, puffing and whimpering lately about the Transportation Security Administration's (TSA) tough new airline boarding security checks. Some people are threatening to stage protests in the TSA screening lines and disrupt Thanksgiving and Christmas holiday travel for the rest of us. This would be a serious mistake. It would also be an act of pure stupidity, selfishness and change nothing.
As a frequent traveler, I don’t like having to unpack my liquids, take off my belt and shoes and walk barefoot through metal detectors or a band scan machine. But, let’s get real, folks. We live in an era where very bad people hate you and want to do bad things to Americans. I certainly don’t want to be on an airplane where the passengers were not screened because someone felt their personal privacy was being invaded or their constitutional rights trampled by a government employee. Are you kidding me?
While I don’t like to operate from a fear-based mindset, I know the terrorist threat is real and we cannot afford to allow the bad guys to slip through our national security net because a small group of well-intentioned citizens don’t like going through the airport screening device or getting body pat downs. That’s too bad. They’ll need to adjust to the times we live in.
Let’s look at the facts. First, a relatively small number of the 34 million people who have flown since the new procedures went into effect have been subject to body pat downs that have come under withering criticism in recent days. While the process is somewhat invasive, it’s necessary as terrorists come up with innovative ways to blow up airplanes and disrupt our way of living. So, until we can find innovative ways (to screen passengers) that are less invasive and time-consuming, I suggest we get in the queue and make the best of an unpleasant -- albeit brief -- experience. Smile, follow the instructions and just deal with it.
Can you imagine the consequences of not screening passengers? As we already know, it only takes one madman to disrupt a flight or bring down an airplane. It would be irresponsible and selfish for anyone to organize delaying actions or contest body scans once they are in line at the airport. It will only result in delaying thousands of travelers who want to go home and see their loved ones for the holidays. The TSA is not going to compromise on airport security procedures nor should they.
So, here’s my advice. You don’t need to like the current screening procedures or the time-consuming process. But, you need to think through your choices and consequences. Your choices are simple. If you disapprove of the current TSA screening procedures at the airports, you don’t have to fly. You can drive, take a bus, train or stay home. You can also picket outside the airport with a big sign that is sure to attract the media.
But don’t come to the airport with your bags packed and airline boarding pass ticket in hand with the intention of disrupting my boarding process and, possibly, causing me to miss my flight and lose precious time with my family this holiday season. I will not take kindly to your selfish and stupid act. Neither will those three huge rugby players behind me. They might just want to see if you can fly through a body scanner – head first!
Finally, be kind to the TSA employees. Thank them for doing a thankless job this Thanksgiving. They deal with enough idiots as it is. I’m sure they’d rather be home with their families than padding down your sweaty armpits and over-sized buttocks!
About the Author: Thomas Hinton is a popular business author and professional speaker. Email: tom@tomhinton.com
Monday, October 18, 2010
Discovering Your Life Purpose Before It’s Too Late
Several few months ago, I had an intriguing conversation with a good friend named Roger who confided he was tired of the rat race. He had worked for the same energy company for 24 years and decided his work was no longer fulfilling. He told me he was going to make some major changes in his life.
What struck me was Roger is a methodical planner and analytical thinker. He does not make irrational or snap decisions. He’s 56 years old, a former Army officer, unmarried and has an advanced degree in engineering. Given Roger’s management position with his company, I’m sure he earned $250,000 per year or more. I could tell something profound was stirring inside my friend.
Then, last week, Roger sent me another email announcing he had quit his job, sold his spacious home near Houston and moved to northern Colorado where works as a project manager for a non-profit organization that helps disabled veterans get their lives back on track. Despite the low-paying job, cold weather and one bedroom apartment, Roger couldn’t be happier.
In my email response to Roger, I had to ask, “What made you do it? Why did you toss everything aside and change direction in your life?” His answer was profound.
Roger told me he had attended a company-sponsored workshop on how to re-discover one’s passion for life and work. Roger attended the program as a way to get re-energized and motivated since his company was considering him for a major promotion since it was expanding its business. For several months prior to the workshop, Roger was bored at work and felt he was slipping into a velvet rut of contentment without any sense of personal satisfaction or growth.
But, during the workshop, the facilitator asked attendees to think about their legacy and how they would like to be remembered. “It was a haunting question,” Roger told me, “because I never really gave it much thought. I realized I was 55 years old and could spend the rest of my life leading a project team and having a nice retirement and a gold watch to show for it. Somehow, that just wasn’t enough. I knew if I had any doubts about how I would spend the next ten years, now was the time to make some changes. And, that’s what I did!”
Roger’s decision to quit his job and seek a new direction is not uncommon. In fact, every month -- at seminars and workshops I conduct on Finding Your Passion in the Workplace -- I am meeting dozens of people who tell me they are unfulfilled. They either hate their jobs or don’t think their lives have much significance. That’s not to suggest they’re unhappy or miserable. But, they are unfulfilled. They want something more out of life and they just need a good reason or hard shove to get off the dime and make the same changes that Roger made in his life.
Andrea DeBell, an author who writes on happiness and bliss in life, uses a beautiful analogy about footprints in the sand. She writes, “We all leave footprints in the sand; the question is, will we be a big heal, or a great soul?” It’s a powerful question because it captures the essence of our life purpose. And, sooner or later, it’s a question we must all answer. Even by ignoring the question, we answer it.
In my new book, 10,000 Days: The Secret to Finding Purpose, Peace and Passion for the Rest of Your Life, I challenge readers to consider their legacy and how they want to be remembered? Frankly, it’s not that long a time when you consider that 10,000 days equals 27 years and 145 days. The average person only lives about 30,000 days or 82 years. So, the clock is ticking for all of us!
The Course of 10,000 Days suggests that our lives are divided into three segments -- our Discovery Years, our Fulfillment Years and our Legacy Years. Each portion lasts ten thousand days. As we transition from our Fulfillment Years into our Legacy Years -- our final 10,000 days -- we begin to ask ourselves those haunting questions about our life purpose and how will we be remembered? It’s a natural part of life. But, it can cause major problems if you don’t have good answers. This is what my friend, Roger, experienced. He didn’t have any satisfactory answers so he decided to revisit his goals and dreams. That’s what triggered his major changes. Now, according to his own definition of success, his life has meaning and purpose. He has found his bliss.
While this period of self-reflection and introspection can occur as early as your mid 40s, typically it hits us as we enter our 50s. Some of us might think we are experiencing a mid-life crisis when, in fact, it’s simply our Inner Spirit challenging us to do something meaningful and memorable with our life. But, because our ego controls most of our emotional responses, our Inner Spirit (that third dimension of our Being that guides us through life towards our higher purpose) does its job by repeatedly posing those haunting questions and demanding truthful answers.
And so, like Roger, we begin to think about our footprint on the sands of life. Are we leaving a profound imprint that will not be washed away by the sands of time, or will our footprint disappear quickly because our life lacks meaning and purpose?
By examining your life through the questions and exercises of The Course of 10,000 Days you can leave a lasting imprint on the people you love and the planet where you live. But, it requires you to take that all-important first step and answer the question: How do I live a life worth remembering?
About the Author: Tom Hinton is one of America’s most respected authors and speakers on Personal Development, Professional Growth and Human Potential. He is the author of four books including:10,000 Days: The Secret to Finding Purpose, Peace and Passion for the Rest of Your Life, which will be published in 2011. For information, email him at: tom@tomhinton.com
Several few months ago, I had an intriguing conversation with a good friend named Roger who confided he was tired of the rat race. He had worked for the same energy company for 24 years and decided his work was no longer fulfilling. He told me he was going to make some major changes in his life.
What struck me was Roger is a methodical planner and analytical thinker. He does not make irrational or snap decisions. He’s 56 years old, a former Army officer, unmarried and has an advanced degree in engineering. Given Roger’s management position with his company, I’m sure he earned $250,000 per year or more. I could tell something profound was stirring inside my friend.
Then, last week, Roger sent me another email announcing he had quit his job, sold his spacious home near Houston and moved to northern Colorado where works as a project manager for a non-profit organization that helps disabled veterans get their lives back on track. Despite the low-paying job, cold weather and one bedroom apartment, Roger couldn’t be happier.
In my email response to Roger, I had to ask, “What made you do it? Why did you toss everything aside and change direction in your life?” His answer was profound.
Roger told me he had attended a company-sponsored workshop on how to re-discover one’s passion for life and work. Roger attended the program as a way to get re-energized and motivated since his company was considering him for a major promotion since it was expanding its business. For several months prior to the workshop, Roger was bored at work and felt he was slipping into a velvet rut of contentment without any sense of personal satisfaction or growth.
But, during the workshop, the facilitator asked attendees to think about their legacy and how they would like to be remembered. “It was a haunting question,” Roger told me, “because I never really gave it much thought. I realized I was 55 years old and could spend the rest of my life leading a project team and having a nice retirement and a gold watch to show for it. Somehow, that just wasn’t enough. I knew if I had any doubts about how I would spend the next ten years, now was the time to make some changes. And, that’s what I did!”
Roger’s decision to quit his job and seek a new direction is not uncommon. In fact, every month -- at seminars and workshops I conduct on Finding Your Passion in the Workplace -- I am meeting dozens of people who tell me they are unfulfilled. They either hate their jobs or don’t think their lives have much significance. That’s not to suggest they’re unhappy or miserable. But, they are unfulfilled. They want something more out of life and they just need a good reason or hard shove to get off the dime and make the same changes that Roger made in his life.
Andrea DeBell, an author who writes on happiness and bliss in life, uses a beautiful analogy about footprints in the sand. She writes, “We all leave footprints in the sand; the question is, will we be a big heal, or a great soul?” It’s a powerful question because it captures the essence of our life purpose. And, sooner or later, it’s a question we must all answer. Even by ignoring the question, we answer it.
In my new book, 10,000 Days: The Secret to Finding Purpose, Peace and Passion for the Rest of Your Life, I challenge readers to consider their legacy and how they want to be remembered? Frankly, it’s not that long a time when you consider that 10,000 days equals 27 years and 145 days. The average person only lives about 30,000 days or 82 years. So, the clock is ticking for all of us!
The Course of 10,000 Days suggests that our lives are divided into three segments -- our Discovery Years, our Fulfillment Years and our Legacy Years. Each portion lasts ten thousand days. As we transition from our Fulfillment Years into our Legacy Years -- our final 10,000 days -- we begin to ask ourselves those haunting questions about our life purpose and how will we be remembered? It’s a natural part of life. But, it can cause major problems if you don’t have good answers. This is what my friend, Roger, experienced. He didn’t have any satisfactory answers so he decided to revisit his goals and dreams. That’s what triggered his major changes. Now, according to his own definition of success, his life has meaning and purpose. He has found his bliss.
While this period of self-reflection and introspection can occur as early as your mid 40s, typically it hits us as we enter our 50s. Some of us might think we are experiencing a mid-life crisis when, in fact, it’s simply our Inner Spirit challenging us to do something meaningful and memorable with our life. But, because our ego controls most of our emotional responses, our Inner Spirit (that third dimension of our Being that guides us through life towards our higher purpose) does its job by repeatedly posing those haunting questions and demanding truthful answers.
And so, like Roger, we begin to think about our footprint on the sands of life. Are we leaving a profound imprint that will not be washed away by the sands of time, or will our footprint disappear quickly because our life lacks meaning and purpose?
By examining your life through the questions and exercises of The Course of 10,000 Days you can leave a lasting imprint on the people you love and the planet where you live. But, it requires you to take that all-important first step and answer the question: How do I live a life worth remembering?
About the Author: Tom Hinton is one of America’s most respected authors and speakers on Personal Development, Professional Growth and Human Potential. He is the author of four books including:10,000 Days: The Secret to Finding Purpose, Peace and Passion for the Rest of Your Life, which will be published in 2011. For information, email him at: tom@tomhinton.com
Wednesday, April 28, 2010
Americans Can Re-learn the Art of Customer Service from Asia
by Tom Hinton
It’s no surprise that customer service has been on the decline for the past ten years in America. Company executives are quick to blame the economic downturn for the decline in service. But, frankly, that’s just a weak excuse for companies that are not willing to spend the money to train their employees in the art of customer service. But, there’s a deeper problem that is causing the decline in customer service among American companies. And, it’s a two-headed monster!
The first head on this menacing monster is a mindset among the bean counters within corporate America who fail to see the correlation between superior customer service and profit. For these mindless bureaucrats, who fatten the top line of most businesses and contribute little to the bottom line, customer service is a cost-center. From their narrow vantage point, teaching employees how to smile, be polite and answer customer questions doesn’t translate into more revenue. This mindset is problematic, but it can be cured by enlightened leaders who understand that customer service is a philosophy not a department!
Unfortunately, the second head on the monster is more challenging because it is rooted in our changing national culture which has drifted away from customer service because of greed, technology and the unwillingness of consumers to fight back for better service and fair treatment. How do we go about restoring customer service as a way of life in America?
Perhaps, the answer can be found across the Pacific Ocean. On a recent trip to Hong Kong, Macau and Tokyo I found customer service is alive and well. Certainly, these destinations have been hit with tough economic times; and yet, their commitment to superior customer service is unwavering. Why is that?
I think the answer is cultural. There is something inherent among Asian cultures that teaches people to be of service, to be kind and help each other. There is also a deep regard among Asians for respect and common courtesy. I remember an advertising campaign by Toyota in the early 1990s that emphasized uncommon courtesy. It was brilliant because it captured the essence of a traditional Japanese custom -- courtesy -- and Toyota’s commitment to superior customer service based on respect for people.
That sentiment is alive and well in Asia. At every stop, the overwhelming majority of people -- from hotel clerks and waiters to taxi drivers and flight attendants -- practiced the art of superior customer service. For them, it is a way of life to be of service. For Americans, it’s part of our job. Regrettably, too many Americans fail to practice the basic tenets of superior customer service (courtesy, respect, quality and going above-and-beyond the call of duty for our customers) in their everyday life. For most Americans, practicing superior customer service takes too much time and effort. We’d rather be ill-mannered and arrogant. We’d rather blame the customer for their stupidity than bow respectfully -- as do the Asians -- and humbly apologize in order to retain the customer’s loyalty. And, let me add, Asians do this regardless of how wrong the customer is. Why?
Well, I think the Asians understand the concept of “winning a customer for life!” Contrarily, in the United States, if the customer is wrong or acts like a jerk, we would rather tell him/her to go jump in a lake!
So, if you’d like to rediscover the beautiful art of customer service, I encourage you to visit to Hong Kong, Macau or Tokyo. In addition to their spectacular beauty and wonderful sites, you will find customer service is alive and well -- and, by the way, so is business!
About the Author:
Tom Hinton is a professional speaker and business author who works with clients to help them create a culture of excellence. Tom can be reached at: tom@tomhinton.com
It’s no surprise that customer service has been on the decline for the past ten years in America. Company executives are quick to blame the economic downturn for the decline in service. But, frankly, that’s just a weak excuse for companies that are not willing to spend the money to train their employees in the art of customer service. But, there’s a deeper problem that is causing the decline in customer service among American companies. And, it’s a two-headed monster!
The first head on this menacing monster is a mindset among the bean counters within corporate America who fail to see the correlation between superior customer service and profit. For these mindless bureaucrats, who fatten the top line of most businesses and contribute little to the bottom line, customer service is a cost-center. From their narrow vantage point, teaching employees how to smile, be polite and answer customer questions doesn’t translate into more revenue. This mindset is problematic, but it can be cured by enlightened leaders who understand that customer service is a philosophy not a department!
Unfortunately, the second head on the monster is more challenging because it is rooted in our changing national culture which has drifted away from customer service because of greed, technology and the unwillingness of consumers to fight back for better service and fair treatment. How do we go about restoring customer service as a way of life in America?
Perhaps, the answer can be found across the Pacific Ocean. On a recent trip to Hong Kong, Macau and Tokyo I found customer service is alive and well. Certainly, these destinations have been hit with tough economic times; and yet, their commitment to superior customer service is unwavering. Why is that?
I think the answer is cultural. There is something inherent among Asian cultures that teaches people to be of service, to be kind and help each other. There is also a deep regard among Asians for respect and common courtesy. I remember an advertising campaign by Toyota in the early 1990s that emphasized uncommon courtesy. It was brilliant because it captured the essence of a traditional Japanese custom -- courtesy -- and Toyota’s commitment to superior customer service based on respect for people.
That sentiment is alive and well in Asia. At every stop, the overwhelming majority of people -- from hotel clerks and waiters to taxi drivers and flight attendants -- practiced the art of superior customer service. For them, it is a way of life to be of service. For Americans, it’s part of our job. Regrettably, too many Americans fail to practice the basic tenets of superior customer service (courtesy, respect, quality and going above-and-beyond the call of duty for our customers) in their everyday life. For most Americans, practicing superior customer service takes too much time and effort. We’d rather be ill-mannered and arrogant. We’d rather blame the customer for their stupidity than bow respectfully -- as do the Asians -- and humbly apologize in order to retain the customer’s loyalty. And, let me add, Asians do this regardless of how wrong the customer is. Why?
Well, I think the Asians understand the concept of “winning a customer for life!” Contrarily, in the United States, if the customer is wrong or acts like a jerk, we would rather tell him/her to go jump in a lake!
So, if you’d like to rediscover the beautiful art of customer service, I encourage you to visit to Hong Kong, Macau or Tokyo. In addition to their spectacular beauty and wonderful sites, you will find customer service is alive and well -- and, by the way, so is business!
About the Author:
Tom Hinton is a professional speaker and business author who works with clients to help them create a culture of excellence. Tom can be reached at: tom@tomhinton.com
Friday, March 26, 2010
A Great Week for America's Consumers
by Tom Hinton
America's Expert on Business Excellence
Three important events took place this week which will reshape the lives of millions of Americans and, perhaps, give hope to a billion Chinese.
Healthcare Reform. It’s been nearly a week since President Obama signed the historic Healthcare Reform legislation and the sky has yet to collapse on us. From all the hysteria and political rhetoric hurled by opponents to this mega-legislation, I was concerned the world would end as the president signed the new law. It didn't.
The healthcare debate is a keen example of what happens when politicians place the needs of special interests ahead of their constituents. They lose focus of their obligation to represent Americans and make absurd claims that have no basis. In the process, they lose credibility. This is what happened last week to the entire Republican congressional delegation when not one Republican in the House or Senate supported the passage of this monumental healthcare reform legislation. Of course, as consumers began to realize the benefits of the healthcare legislation, some Republicans will blatantly lie and claim they supported it. But, the average consumer knows better. Consumers will remember those elected representatives who had the courage to vote "yes" and, hopefully, reward the party of “Can Do” on Election Day.
Now, millions of Americans, who have been victimized by the unscrupulous and greed-driven health insurance industry, will have the opportunity to obtain affordable healthcare insurance and not go bankrupt if they become seriously ill.
While the new legislation is far from perfect, it’s a good start. Consumers have finally been heard after more than 60 years of repressive practices by the self-serving healthcare insurance industry. As the new legislation takes shape, the abuse of middle-class Americans by medical piranhas and health insurance companies will gradually end. This is good news for all Americans -- even those who vigorously opposed the healthcare reform bill. For, they shall also reap its benefits.
College Funding: Another positive benefit of the healthcare legislation is the financial-aid portion of the bill that shifts student loans from private lenders such as Sallie Mae and banks to the federal government. This will save $61 billion over the next 10 years, according to the Congressional Budget Office, and make more money available to struggling middle-class families who are trying to find ways to pay for college. Also, the bill will eliminate outsourcing of loan-servicing jobs to foreign countries by requiring all student-aid workers to be in the United States. Once again, Democrats in Congress are entitled to all the credit for helping middle-class Americans deal with the mounting cost of college. Not one Republican supported this legislation to help middle-class families afford college. What in the world were they thinking? Are the Republicans that far out of touch with middle-class Americans? I guess so.
Google Stands-up to China. Integrity matters. Finally, there’s an American company that has told the Chinese communist government where to go! Thank you, Google for putting ethics, integrity and freedom of speech ahead of profits by sending a strong message to the Chinese communist bullies that you aren’t going to play by their repressive rules. Now that Google has cracked the Great Firewall of China, it’s time for other companies to support the Google Revolution by telling the Chinese government they cannot censor ideas, rewrite historical events like Tienanmen Square, control births or suppress free speech.
Let’s not forget how quickly the Berlin Wall came down after President Reagan rallied world opposition during his speech in Berlin and challenged Russia to "tear down this wall." American companies and their global partners should rally round Google and send a united message to the Chinese extremists that free-thinking people are not going to play their crooked game. Imagine the potential market under a reformed China! Imagine how much business can be had if the handcuffs of freedom are removed from the Chinese people. They, too, deserve a chance to enjoy the basic freedoms of speech, thought, dissent and democracy.
While Google has taken the first step in this economic war against the Chinese oppressors, American consumers can support this effort by boycotting Chinese goods for 30 days. If just half of America’s consumers refused to buy anything made in China (which is a lot of stuff) for 30 days, it would send a strong message to the Chinese government’s repressive leaders and fuel the fires of freedom for a billion people. This means companies like Wal-Mart would have to put ethics and human rights ahead of profits. Unfortunately, I'm not holding my breath because greed runs deep in corporate America.
Mortgage Relief is Coming. Finally, the third significant issue is meaningful mortgage relief. The Obama Administration has realized that its well-intentioned mortgage relief program introduced last year was worthless. Banks and other lenders got richer while under-water homeowners slipped further into debt because the mortgage bailout was a sham. Now, new rules designed to provide meaningful relief to homeowners and prevent foreclosures are being introduced and these new guidelines will force banks to forgive some debt and reassess the current market value of homes so that mortgage payments can be lowered.
This makes sense for everyone. While some mortgage holders and lenders will experience a loss on certain properties, neighborhoods will be preserved and families can stay in their homes. As the economy recovers, more people will find jobs and, in turn, be able to start making a reasonable mortgage payment.
All in all it was a great week for American consumers!
About the Author.
Tom Hinton is a professional speaker and business author. He is recognized as America's Expert on Business Excellence. He can be reached at: tom@tomhinton.com
America's Expert on Business Excellence
Three important events took place this week which will reshape the lives of millions of Americans and, perhaps, give hope to a billion Chinese.
Healthcare Reform. It’s been nearly a week since President Obama signed the historic Healthcare Reform legislation and the sky has yet to collapse on us. From all the hysteria and political rhetoric hurled by opponents to this mega-legislation, I was concerned the world would end as the president signed the new law. It didn't.
The healthcare debate is a keen example of what happens when politicians place the needs of special interests ahead of their constituents. They lose focus of their obligation to represent Americans and make absurd claims that have no basis. In the process, they lose credibility. This is what happened last week to the entire Republican congressional delegation when not one Republican in the House or Senate supported the passage of this monumental healthcare reform legislation. Of course, as consumers began to realize the benefits of the healthcare legislation, some Republicans will blatantly lie and claim they supported it. But, the average consumer knows better. Consumers will remember those elected representatives who had the courage to vote "yes" and, hopefully, reward the party of “Can Do” on Election Day.
Now, millions of Americans, who have been victimized by the unscrupulous and greed-driven health insurance industry, will have the opportunity to obtain affordable healthcare insurance and not go bankrupt if they become seriously ill.
While the new legislation is far from perfect, it’s a good start. Consumers have finally been heard after more than 60 years of repressive practices by the self-serving healthcare insurance industry. As the new legislation takes shape, the abuse of middle-class Americans by medical piranhas and health insurance companies will gradually end. This is good news for all Americans -- even those who vigorously opposed the healthcare reform bill. For, they shall also reap its benefits.
College Funding: Another positive benefit of the healthcare legislation is the financial-aid portion of the bill that shifts student loans from private lenders such as Sallie Mae and banks to the federal government. This will save $61 billion over the next 10 years, according to the Congressional Budget Office, and make more money available to struggling middle-class families who are trying to find ways to pay for college. Also, the bill will eliminate outsourcing of loan-servicing jobs to foreign countries by requiring all student-aid workers to be in the United States. Once again, Democrats in Congress are entitled to all the credit for helping middle-class Americans deal with the mounting cost of college. Not one Republican supported this legislation to help middle-class families afford college. What in the world were they thinking? Are the Republicans that far out of touch with middle-class Americans? I guess so.
Google Stands-up to China. Integrity matters. Finally, there’s an American company that has told the Chinese communist government where to go! Thank you, Google for putting ethics, integrity and freedom of speech ahead of profits by sending a strong message to the Chinese communist bullies that you aren’t going to play by their repressive rules. Now that Google has cracked the Great Firewall of China, it’s time for other companies to support the Google Revolution by telling the Chinese government they cannot censor ideas, rewrite historical events like Tienanmen Square, control births or suppress free speech.
Let’s not forget how quickly the Berlin Wall came down after President Reagan rallied world opposition during his speech in Berlin and challenged Russia to "tear down this wall." American companies and their global partners should rally round Google and send a united message to the Chinese extremists that free-thinking people are not going to play their crooked game. Imagine the potential market under a reformed China! Imagine how much business can be had if the handcuffs of freedom are removed from the Chinese people. They, too, deserve a chance to enjoy the basic freedoms of speech, thought, dissent and democracy.
While Google has taken the first step in this economic war against the Chinese oppressors, American consumers can support this effort by boycotting Chinese goods for 30 days. If just half of America’s consumers refused to buy anything made in China (which is a lot of stuff) for 30 days, it would send a strong message to the Chinese government’s repressive leaders and fuel the fires of freedom for a billion people. This means companies like Wal-Mart would have to put ethics and human rights ahead of profits. Unfortunately, I'm not holding my breath because greed runs deep in corporate America.
Mortgage Relief is Coming. Finally, the third significant issue is meaningful mortgage relief. The Obama Administration has realized that its well-intentioned mortgage relief program introduced last year was worthless. Banks and other lenders got richer while under-water homeowners slipped further into debt because the mortgage bailout was a sham. Now, new rules designed to provide meaningful relief to homeowners and prevent foreclosures are being introduced and these new guidelines will force banks to forgive some debt and reassess the current market value of homes so that mortgage payments can be lowered.
This makes sense for everyone. While some mortgage holders and lenders will experience a loss on certain properties, neighborhoods will be preserved and families can stay in their homes. As the economy recovers, more people will find jobs and, in turn, be able to start making a reasonable mortgage payment.
All in all it was a great week for American consumers!
About the Author.
Tom Hinton is a professional speaker and business author. He is recognized as America's Expert on Business Excellence. He can be reached at: tom@tomhinton.com
Friday, March 5, 2010
Why Can't Toyota Come Clean with Consumers?
Over the past few weeks, Toyota has been chastised harshly for mishandling its recall of 8 million vehicles and misrepresenting the facts to consumers and federal regulators. And, rightfully so.
At the same time, Toyota’s powerful public relations machine has been pumping out commercials and newspaper ads showing how dedicated its employees are and the positive financial impact Toyota has on U.S. communities where its manufacturing plants are located.
What’s happening here is a strategic ploy by Toyota to shift public opinion by touting its commitment to consumers and the company's good citizenship while distancing itself from the lawsuits and congressional hearings that are dominating the news. Frankly, this is a disturbing attempt by Toyota to dodge the central questions -- why are your vehicles malfunctioning and how long have you known about it?
Toyota's public relations strategy could have serious negative consequences if the auto company does not get to the root cause of its recall problems and come clean with consumers. To date, it appears the quick fix approach Toyota is using with regard to sudden, unintended acceleration and steering malfunctions isn’t working. More than 60 Toyota owners have filed complaints with federal officials in the past month stating ongoing problems with sudden acceleration despite their vehicles being “fixed” as part of the massive recall.
These post-recall complaints suggest Toyota doesn’t know what the root cause problem is, nor does Toyota have a meaningful solution to fix it. Perhaps this is why Toyota cannot come clean with American consumers? Furthermore, as the problem persist, Toyota's public relations strategy could backfire. Consumers are not stupid. They know Toyota is trying to soft-pedal the problem by showering us with touchy-feely commercials that are designed to boost consumer confidence in their flawed vehicles and restore integrity to Toyota’s tarnished image. What Toyota needs to understand is this situation could become another Enron if Toyota doesn't come clean with consumers and tell us the whole truth.
No one is suggesting Toyota has been corrupted from the top down. Rather, Toyota has a technology flaw that is causing some of its vehicles to lose control and injure or kill people. But, instead of coming forward and being candid with consumers, it appears that a handful of managers within Toyota's North American operation made serious mistakes in judgment by hiding the truth and failing to candidly discuss the problem. It is also possible that these same individuals kept evidence from federal regulators and lied to unsuspecting customers about the potential risks of driving certain vehicles. If these accusations are true, Toyota cannot tolerate such behavior. These people must be fired and, possibly, prosecuted. It runs against the grain of Toyota's values and culture of excellence.
With each passing day, more negative revelations are being uncovered about Toyota’s mis-management and how they either ignored or covered-up the truth on the sudden acceleration problems. This is a serious indictment against a once-proud company that has dropped the quality ball and placed profits and market share ahead of its customers’ safety and welfare.
Nobody wants to see Toyota fail despite its gross mishandling of the recall problem. After all, Toyota, Lexus and Scion dealerships employ more than 115,000 people. And, since 1991, Toyota has awarded more than $464 million to numerous organizations across the nation.For more than 50 years, Toyota has been a respected and honorable company in the United States.
But, unless Toyota Motor Corporation’s president, Akio Toyoda, wants American consumers to change his name to “Mud,” he’d better take action and fire those executives who allowed this problem to become the company's worst nightmare. Mr. Toyoda should also direct his team to come clean with consumers. For starters, it would help to know the whole truth and whether or not Toyota really understands what’s causing its vehicles to go out of control. Until Toyota gives us all the facts, consumers are not going to trust this once-proud brand and buy its vehicles.
About the Author. Tom Hinton is recognized as America's Expert on Business Excellence. He works with clients to help them create a culture of excellence in the workplace. Tom is also a popular business speaker and the author of four books. He can be reached at: tom@tomhinton.com
At the same time, Toyota’s powerful public relations machine has been pumping out commercials and newspaper ads showing how dedicated its employees are and the positive financial impact Toyota has on U.S. communities where its manufacturing plants are located.
What’s happening here is a strategic ploy by Toyota to shift public opinion by touting its commitment to consumers and the company's good citizenship while distancing itself from the lawsuits and congressional hearings that are dominating the news. Frankly, this is a disturbing attempt by Toyota to dodge the central questions -- why are your vehicles malfunctioning and how long have you known about it?
Toyota's public relations strategy could have serious negative consequences if the auto company does not get to the root cause of its recall problems and come clean with consumers. To date, it appears the quick fix approach Toyota is using with regard to sudden, unintended acceleration and steering malfunctions isn’t working. More than 60 Toyota owners have filed complaints with federal officials in the past month stating ongoing problems with sudden acceleration despite their vehicles being “fixed” as part of the massive recall.
These post-recall complaints suggest Toyota doesn’t know what the root cause problem is, nor does Toyota have a meaningful solution to fix it. Perhaps this is why Toyota cannot come clean with American consumers? Furthermore, as the problem persist, Toyota's public relations strategy could backfire. Consumers are not stupid. They know Toyota is trying to soft-pedal the problem by showering us with touchy-feely commercials that are designed to boost consumer confidence in their flawed vehicles and restore integrity to Toyota’s tarnished image. What Toyota needs to understand is this situation could become another Enron if Toyota doesn't come clean with consumers and tell us the whole truth.
No one is suggesting Toyota has been corrupted from the top down. Rather, Toyota has a technology flaw that is causing some of its vehicles to lose control and injure or kill people. But, instead of coming forward and being candid with consumers, it appears that a handful of managers within Toyota's North American operation made serious mistakes in judgment by hiding the truth and failing to candidly discuss the problem. It is also possible that these same individuals kept evidence from federal regulators and lied to unsuspecting customers about the potential risks of driving certain vehicles. If these accusations are true, Toyota cannot tolerate such behavior. These people must be fired and, possibly, prosecuted. It runs against the grain of Toyota's values and culture of excellence.
With each passing day, more negative revelations are being uncovered about Toyota’s mis-management and how they either ignored or covered-up the truth on the sudden acceleration problems. This is a serious indictment against a once-proud company that has dropped the quality ball and placed profits and market share ahead of its customers’ safety and welfare.
Nobody wants to see Toyota fail despite its gross mishandling of the recall problem. After all, Toyota, Lexus and Scion dealerships employ more than 115,000 people. And, since 1991, Toyota has awarded more than $464 million to numerous organizations across the nation.For more than 50 years, Toyota has been a respected and honorable company in the United States.
But, unless Toyota Motor Corporation’s president, Akio Toyoda, wants American consumers to change his name to “Mud,” he’d better take action and fire those executives who allowed this problem to become the company's worst nightmare. Mr. Toyoda should also direct his team to come clean with consumers. For starters, it would help to know the whole truth and whether or not Toyota really understands what’s causing its vehicles to go out of control. Until Toyota gives us all the facts, consumers are not going to trust this once-proud brand and buy its vehicles.
About the Author. Tom Hinton is recognized as America's Expert on Business Excellence. He works with clients to help them create a culture of excellence in the workplace. Tom is also a popular business speaker and the author of four books. He can be reached at: tom@tomhinton.com
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