Cuts – Lorne Mitchell's Thursday Thoughts

03/09/201504/09/2015

You Can’t Push String!

After the July/August holiday period, I always enjoy the first week of September. I see it as the beginning of a new year. Not the calendar year, nor (in my case) the academic year, but the start of the year for new projects. People return from asynchronous communication through the holiday period to ramp-up for the more synchronised Autumn/Fall workload. Like a car moving from third gear to fifth gear or a plane taking off on its flight to the end of the calendar year with a destination ending in a runway towards the next holiday period at the final part of December. If the financial year starts in January or April, it is the time when new ideas are incubated for the budgeting cycles three to six months out.

With the pick-up in this workload comes the re-prioritisation of relationships. The number of sales calls I have received in the past few days exceeds those that I had in the whole of August. In a similar way, the number of calls that I have made to prospective clients to re-open conversations from earlier in the year has also increased. People are open-minded to new conversations and new opportunities whilst there is a bit of time to play with new ideas. It is also the start of one of the most busy conference seasons.

All this got me thinking….

What do the following have in common: spam (the email kind), a pushy salesperson and one of those irritating calls trying to sell you some personal accident product you don’t want?

They all involve PUSH. It is amazing that so many folk still make a living at it when we all know that salesmen don’t SELL: people BUY. Good sales folk understand timing and cycles and simply line up their products and services so that they are the easiest and most top-of-mind for the prospective customer to pull off the shelf when the are ready to buy.

But it is not quite as simple as that……

Do you ever remember putting a hole in the bottom of two tin cans and then stringing the cans together with a long piece of string to make a crude telephone? I often cite this as a useful metaphor for how we might think about the way we communicate with our customers (and suppliers) in business. It isn’t about ignoring pushy sales folk and only pulling when you are ready. It’s about something I call “@TENSION”. Let me explain in terms of a children’s playground with the tin can telephone.

Firstly, there are those kids in the playground that don’t want to play the game at all. Their attention (@TENSION) is somewhere else. They are into another game with other kids. They are not in our game. So we will exclude them.

Then there are those who are interested in the tin can telephone game. They pick up one can. They need someone else on the other end of the string to play with. So they pull someone from the playground to pick up the other end of the line.

By “feeling the pull”, understanding who is pulling, why they are pulling and how hard they are pulling, we can gain important insights into interest, motivations, demands and communications skills.

Further, by understanding these different aspects of pull, we can seek out those who will play our game and give each other interesting and rewarding experiences. Given the right amount of “@tension”, new players will respond with delight and enthusiasm – not least because they are being listened to and communicating in ways that are proportionate to the pull that they are giving.

However, if you pull too hard on their string, you will become an irritant and get dumped. If you don’t pull enough, the other end of the line will lose interest because they cannot communicate and move onto another string. I call this “subtle pull”. You have to pull at roughly the same strength as the other end is pulling. Appropriate response. Sufficient @tension for the line.

You can’t push string. You can only pull it. Too much pull from either party and the line breaks. Oftentimes for good!

So the next time you think of a customer or supplier or player in your game, just think about an invisible string that connects you to them. How taught is it? Is it completely slack? How much “@tension” has it got? How much are they pulling? How much pull should you give “in the moment” to be effective at continuing the conversation? Who has their ear to the can and who is talking into it?

And at this particular time of the year, how many strings will you tighten. Will you be listening or speaking? Can you really manage those ten strings when you could probably be more successful in just focusing on three or four?

So it’s back to school for the children and back to the subtle pull of business relationships for the rest of us! Good luck with all of your new projects and ventures get the @tension that they deserve!

11/04/201311/04/2013

I Met Her Once….

I met her once. We had been waiting expectantly for half an hour. She was late. When she finally entered the room, she surfed on a wave of power and authority – like the entrance of the Queen of Sheba without the music.

Calm, collected, nose in the air, she frowned with complete disdain for the cohort of journalists who were between us and the doorway. The flash-guns had fired like a set of uncoordinated fireworks as soon as the door had opened.

I remember vividly the soundman for the BBC camera crew who had a long, extended microphone covered in a sausage-shaped, fluffy sound muffler. He was lying on the floor to get out of the way of the cameras that were pointing at her. She virtually kicked him and made a comment (I can’t remember the exact words but it was something like) “that’s where you guys belong – on the floor”. She could easily have said “scumbag” – but I don’t think she did! It was all part of the drama.

She gave her short speech for the evening news and the twenty or so journalists were ushered out of the room with the sense of urgency that a hassled mistress of the house would want when letting her servants sweep the floor after a spill or a mess had been made by the dog.

She said “Are they all gone?” There was silence. A few nodded their heads to affirm they had all left. The atmosphere changed immediately. Less formal. Yet still quite tense. She was on a mission. She wanted answers to questions. She was impatient. Dennis just wanted a drink. He relaxed everyone by saying something like “Good, let’s have a drink”.

She was born the same year as my father, in another era, another age. What was important then is now no longer so important. What was pressing then is now, in hindsight, much less pressing – even trivial. Yet, at the time, she had the power. She had the authority. She had the sense of purpose. She got the attention and wanted change. Yet, for all the words, my longest-lasting memory was the feeling I had when she entered the room. Words cannot describe the electric presence she exuded. I’ve seldom had that feeling from anyone, man or woman, either before or since.

28/02/201304/10/2019

The Story of the Greatest Lumberjack in the Land

I had to introduce a workshop last week with a bunch of folk who were trying to take on the “big guys”. I opened the workshop with a story which, for me, gives great hope to the small guys who are toiling away to take on the big guys.

Some say the big guys have gotten the world into the mess that it is currently in. So here’s a story to cheer those up who are ploughing their furrow as a “small guy”!

There is an old Celtic legend, a story of two lumberjacks.

Both men were skilled woodsmen although the first, called Angus, was much bigger, welding a powerful axe. He was so strong that he didn’t have to be as accurate for he still produced due to his sheer size. He was known far and wide for his ability to produce great quantities of raw material. Many hired him just because he was bigger. After all, his customers reasoned, everyone knows that bigger is always better!

In spite of his size, the fame of the second woodsman’s (who was called Hamish) was spreading for his skill was in his accuracy. There was very little waste in his efforts so his customers ended up with a better product for their money. Soon the word spread that Hamish’s work was even better than his larger competitor, Angus.

Upon hearing this, Angus became concerned. He wondered, “How could this be? I am so much bigger that I MUST be better!” He proposed that the two compete with a full day of chopping trees to see who was more productive. The winner would be declared ”The Greatest Lumberjack in all the land.” Hamish agreed and the date for the bout was set.

The townsfolk began talking. They placed their bets. Angus was the favorite to win with a 20 to 1 advantage. After all, bigger is better! The evening before the bout, both men sharpened their blades. Hamish strategized to win the bout. He knew he would never win because of his size. He needed a competitive advantage. Each man went to bed confident that he would be declared the winner.

Morning broke with the entire town showing up to cheer on the lumberjacks. The competition started with a the judge’s shout, “GO!” Angus, strong and broad, leaped into action. He chopped vigorously and continuously, without stopping, knowing that every tree he felled brought him closer to his coveted title.

Hamish, wasting no time, jumped into action as well, attacking his trees with every intention of winning the distinguished title. But unlike his larger competitor, he stopped every forty five minutes to rest and sharpen his blade.

This worried the onlooking townspeople greatly. They murmured among themselves. Surely, he could never win if he didn’t work longer and harder than his competitor. His friends pleaded with him to increase his speed, to work harder – but to no avail. This pattern continued throughout the day when both men heard the judge yell “TIME!”, signaling the end of the match.

Angus stood, winded and exhausted, yet also proud by his pile of trees knowing he had given his best having chopped almost continuously since the start of the match. Surely, he was the winner!

Hamish also stood by his pile of trees – though, unlike his competitor, he was still fresh, ready to continue if necessary. He also stood confident in knowing that he had also given of his best and that his tactics would pay off.

When all the trees were counted, it was announced that Hamish had, indeed, felled more trees than Angus and he was granted title of “The Greatest Lumberjack in all the Land!”. He happily shook the judge’s hand and gripped his newly won axe made of the finest steel in the land. Angus (and most of the townspeople) stood in stunned silence at the announcement – for he was far greater reputation, was far stronger and had a much heavier axe!

But Hamish was not that surprised by the result. For he knew that, in order to win against his larger competitor, his instrument had to be continually sharpened. His axe was smaller and therefore each swing must be more accurate in order to produce the better product. By stopping the sharpen his instrument, he had proven, once and for all, that he was the better man for the job. He also knew that, with regular rests, he would be able to endure his technique far longer.

Frame of story and pictures from: http://www.capstonemedia.com/sharpen-the-saw/

03/01/201303/01/2013

A Time to Re-solve

A very happy New Year!

It’s that time of the year again where we set goals and objectives and personal New Year’s Resolutions. Sure, there are the normal ones about losing weight or taking more exercise or spending more time with loved ones. Yet I have been digging a bit deeper this year about the whole process.

It stems from my two previous New Year’s Resolutions Resolutions and Revolutions in 2011 and On Sustaining the Gains (and Losses) in 2012.

Both were concerned with my personal weight. Each year I have lost a decent amount of weight between January to March (between 7-13 pounds). Each year I have put that weight on by the following New Year’s Day. As I identified last year, it is not just about losing weight (I reckon I can do that now). It’s about keeping it off. That is the problem.

It is not just my personal resolution of attempted weight-loss that this pattern can be seen. As the Guardian so cuttingly put it earlier in the year:

“Failed plans fall into three categories. There are good plans that are poorly executed, as in the blueprint drawn up by Count Alfred von Schlieffen for the invasion of France in 1914. There are strategically bad plans that are well executed, as in Napoleon’s Russian campaign of 1812. And then there’s the coalition government’s deficit reduction plan.”

It got me thinking about the whole word “RESOLUTION“. Made from the base word “RESOLVE” – or “RE-SOLVE” or “RE-SOLUITION“. The idea that we are solving something again (not for the first time). That somehow we need to re-solve the problem because the first solution did not work fully the first time around. Or we need to re-dissolve the solution, as it were, because the solution was too saturated with whatever it was we were trying to dissolve.

Yet it is so much more difficult to withdraw than to re-draw. Much more difficult to cut-back than keep the status-quo. It reminded me of an old military saying:

“Of all operations of war, a withdrawal under heavy enemy pressure is probably the most difficult and perilous.”

On this theme, it is recorded of the great Helmuthe von Moltke the Younger, that when he was being praised for his generalship in the Franco-Prussian War, and was told by an admirer that his reputation would rank with such great captains as Napoleon, Frederick, or Turenne, he answered: “No, for I have never conducted a retreat.”

So as we see the US apparently fall off the fiscal cliff and the UK economy continuing to groan on with its deficit, the need to resolve to re-solve the problem becomes even greater. The solution is in the re-solution. That we need to re-think our way through the problem is clear. Yet it is unfortunate that the political cycles and systems in the West seem to get in the way of a sensible resolution, a sensible re-solution, a sensible re-think. Democracy is stuck.

So, this year, I resolve to lose weight and find new solutions for keeping the weight off. I’m not obese – but I am overweight. And being normal weight is where I want to be.

So here goes for the third year. I resolve to be in a different (better) place this time next Year and hit 2014 at 13st 7 lbs. No, really!

27/12/201227/12/2012

2012: What Will You Remember?

As we leave 2012, there are many things we may remember which, for those that live in the UK, can be summed up as a year of broken records:

The driest spring for 100 years followed by the wettest 9 months since records began
The summer Olympic and Paralympic games that smashed many World, Olympic and Paralympic records
The Diamond Jubilee celebrations with cheery faces, street parties and that magnificent pageant on the Thames. (Although the Queen did not break the record as the longest-serving British Monarch – she is in good health to take the record from Queen Victoria in three years time with 64 years on the throne).
The “broken record” of economic doom, debt mountains, fiscal cliffs, war, murder, hunger etc. etc.
…..and what should not be forgotten – our own personal records – whatever they might have been.

As we enter 2013, it is the time of year where we look back and look forward. Remember and try to stretch our minds to a New Year.

If there is one thing that I will remember, above all else, it was the power of the “Games Makers”.

Through economic gloom and despondency and the ever sharper and more graphic accounts of murder and mayhem around the world, the Games Makers surely showed us how to make a difference. Whatever is going on in the world, each individual can volunteer to create their own, brighter future. A powerful message for me from 2012 that I was not expecting to receive!

I hope all readers have an extraordinarily successful New Year and the best of luck with breaking your own records in 2013!

01/08/201203/08/2012

The Lords’ Verdict

For those who have followed this blog for a while, you will know I presented evidence at the House of Lords’ inquiry on the present UK’s government’s policy on Next Generation Broadband. So it was at midnight on Tuesday, the Lords published their report which can be found <HERE> entitled “Broadband for all – an alternative vision”.

Lord Inglewood was interviewed in a video:

“Our communications network must be regarded as a strategic, national asset. The Government’s strategy lacks just that – strategy.

The complex issues involved were not thought through from first principle and it is far from clear that the Government’s policy will deliver the broadband infrastructure that we need – for profound social and economic reasons – for the decades to come.”

The report has had a mixed response. Supporters of a truly open-access fit-for-purpose National internet Infrastructure applauded.

Other analysts were eless complimentary:

Matthew Howett, lead analyst of Ovum’s regulatory practice, said many aspects of the inquiry’s report are “simply odd”.

“With nearly 50 recommendations and no indication of costs or how they should be met, it’s likely to be dismissed as nothing more than a pipe dream,” he said.

Odd it was for me that so many Peers took the time out to learn about the industry and the pros and cons of various options for technology and business models. It was a piece of work that involved many hours of their time to see the problem from different perspectives. It challenged the status-quo and came up with an alternative vision for what the UK’s national internet access infrastructure might look like. It was bound to be unpopular in certain quarters as it threatened the status-quo.

Sure, the government and BT’s in-house analysts might dismiss the ideas as pipe-dreams, but one wonders where the whole BDUK process is heading. It might be the Games in London – but this particular game will go one well into the Autumn after all the athletes have left London.

It is definitely time for the status-quo to be challenged. BDUK is at best a strange construction and at worst a totally bonkers policy for a government set on Localism and Community Engagement. The Lords’ report went to the heart of this matter and has suggested a framework for a truly revolutionary approach to fixing the monopoly of BT’s infrastructure – particularly in the middle-mile.

At times, I think of giving up banging this drum and doing something more conventional and toe-the-line. Yet at one minute past midnight on Tuesday, I had a new surge of enthusiasm that the ideas that we have been working on for several years now are getting some traction and that a body of revered and highly intelligent Peers actually understood what many on the fringes of the industry have been saying for a while.

If only the Government could stand back and listen to some of the concerns about the current vision and understand that they have alternatives that are better, faster and cheaper that will help the UK’s international competitiveness, we might actually come up with something that really does get the economy back on its feet in a fairer way, based on an infrastructure that no single part is too big to fail. Surely there is a lesson here from the banking system that is staring us in the face?

Come on, Jeremy. Put the bell head back on the stick, put the bell down and start listening again. Unless, of course, you get reshuffled – in which case it is round-and-round we go!

Source of quote and more on this story at:

http://www.cbronline.com/news/lords-uk-broadband-strategy-heading-in-the-wrong-direction-010812

http://www.totaltele.com/view.aspx?ID=475352&G=1&C=4&page=3

09/07/201209/07/2012

Lessons from the Past

“The budget should be balanced,

the Treasury should be refilled,

public debt should be reduced,

the arrogance of officialdom should be tempered and controlled,

and the assistance to foreign lands should be curtailed lest Rome become bankrupt.

People must again learn to work instead of living on public assistance.”

Cicero – 55 BC

14/06/201214/06/2012

Inventories, Unread Books and Generation Why

Last week there were no Thursday Thoughts. I was in Edinburgh and thinking far too much to write about it. Today I had to go up to London and got writer’s block until a chance Skype conversation with Malcolm about random stuff. It got my right brain going and I am now back in the flow.

In much of the work I do, I am drawn to creating order from chaos by documenting the present situation. One very useful tool is to take an inventory of what is. A version of the truth that is accurate enough to be good enough. It is like the difference between German and British accounting: German accounting is always exactly wrong: British accounting is almost roughly right!

So it was I was chatting to Malcolm on Skype who was listening to Melvyn Bragg’s In Our Time – a discussion on James Joyce’s Ulysses. At the start of the talk, Bragg points out that it is one of the most famous books of the last century – and one that few have read cover-to-cover – myself included.

It got me thinking about the fact that 95% of books are never read. Mine included……

So I thought, what about an inventory of all the books I have – and then work out how many I have actually read? More than 1,000 books – and less than 5% read? I suppose that the types of books I collect are not novels. They are more like factoid books, text books, “how to” books. Bee books, personal development books. I don’t read novels. My father used to say “Life has enough drama in it that I don’t need to go to the theatre”. I think the same about reading books.

So the inventory, used with the mirror, forces to look at yourself, your behaviour, your reality. But the Skype conversation I was (and still am) having with Malcolm on this touched on another interesting thread. The fact that I am of a generation where physical books represents learning, knowledge and intelligence. But for my children, the world is very different. An Amazon Kindle could contain the same number of books as on my bookshelves and many more besides. For generation Y (which I call Generation Why – because they always seem to be asking the question Why?) the value of owning physical books is almost diametrically opposite to mine. To take an inventory of Apps on my MacBook (which I also collect) takes less than 5 seconds. The software can be updated across the internet when new versions arrive. Information is more transient. More connected, near-free to produce.

So what? Well it is time for me to start to clear the clutter of my bookshelves. To stop ordering physical books on Amazon. To change my behaviour. One of the most difficult things to do. But the inventory and the mirror are perhaps the most powerful tools to help change behaviour. Question is whether I can reduce my inventory without being distracted by workload, the bees, the dogs, the children – oh and that urge to go onto Amazon to buy another book on my Wish List!

Time for an inventory. Time to put the mirror up! It works with clients – but is so much harder to do to oneself!

31/05/201231/05/2012

Shaving, Saving ….. and Laughing

Once in a while you see a viral video that makes you laugh so much you want to cry!

It is also BRILLIANT marketing!

My thought for this Thursday is:

Could you create a short video with with such simplicity and humour?

Doubt it! Go on, surprise me!

12/01/201212/01/2012

Creating Purpose and Meaning

Following on from the popular RSAnimate video of Dan Pink’s great lecture describing the three attributes that really motivate people: Autonomy, Mastery and Purpose, I came across an equally impressive piece of work by Teresa Amabile and Steven Kramer in this month’s McKinsey Quarterly. If you don’t already subscribe, it is well worth doing so.

In their recent book, The Progress Principle, Amabile and Kramer uncover the events that allow people to gain deep engagement in their jobs and make progress towards meaningful, purposeful work. The McKinsey article (How leaders kill meaning at work) highlights four really interesting traps that leaders fall into that prevent the progression towards meaningful work.

These four traps outlined are:

Mediocrity Signals
Strategic “Attention Deficit Disorder”
Corporate “Keystone Cops”
Misbegotten “Big Hairy Audacious Goals” (BHAGs)

We all need a higher purpose – and if we cannot find it in our work we do, then we don’t work nearly as well than if we do have one. The article ends with a simple set of ideas:

“As an executive, you are in a better position than anyone to identify and articulate the higher purpose of what people do within your organization. Make that purpose real, support its achievement through consistent everyday actions, and you will create the meaning that motivates people toward greatness. Along the way, you may find greater meaning in your own work as a leader.”

A bit cheesy, perhaps, but there are some useful case studies in the article.

My parents founded The HALO Trust – a mine clearance charity that has grown very successfully, over the years. The purpose of the organisation has remained the same since its inception: “GETTING MINES OUT OF THE GROUND, NOW”. Very present. Very simple. Very effective. And the motto has really stood the test of time and allows everyone in HALO to focus on a very clear and important purpose.

I am sure that every reader has other interesting stories of their own – both positive and negative – which I would love you to share below!