Monthly Archives: June 2007

The Dog Star: Buddy and the Button

(The Dog Star is a symbol of power, will, and steadfastness of purpose, and exemplifies the One who has succeeded in bridging the lower and higher consciousness. – Astrological Definition)

I take the dogs for coffee on the mornings when I don’t work out. Last week, the three of us were driving out to the main road when we encountered one of my neighbors with his labrador, Chloe, walking along his lawn. The lab cautiously watched Koufax, sitting in the rear of the truck, as I stopped to chat.

Meanwhile, Buddy Beagle stepped on the front passenger’s window button (which cannot be locked out), leaped out the window like Rocky the Flying Squirrel, and rushed the big lab. Chloe was so occupied trying to keep the Shepherd in site that Buddy scared the heck out of her, seeming to drop out of the sky.

This is the top-of-the line Mercedes truck. It’s not animal-proof. It’s not dog-proof. I doubt, therefore, that it is child-proof. Any unrestrained child could lean on that button and open it accidentally. It would be meiotic to call this “dangerous.” Shouldn’t the window buttons be flush with the side of the door, not flat on an arm rest where they can be leaned on (or stepped on)? Shouldn’t the “lock out” feature apply to all windows?

After we separated Chloe and Buddy and convinced Koufax that his help wasn’t needed, we all dusted ourselves off and went on our way. At the coffee shop, I kept watching Buddy. I could be wrong, but it seemed to me that he was staring at the buttons on the arm rest, and I don’t think I’ve seen the end of this.

Years ago, a female design chief at Ford put her male engineers in skirts and told them to come up with a new design allowing women to gracefully enter and exit the car easily and, if they didn’t, she’d next put them in heels. The design was quickly improved.

Why doesn’t Mercedes allow some dogs to romp around the test vehicles? I have two candidates who will work on the basis of a project fee if Mercedes is interested.

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Go, Beavers

I spoke last Tuesday morning for the Institute of Management Consultants’ chapter in Portland, Oregon. Oregon, where I’ve been several times, is a beautiful place with lovely people, but is somewhat, well, different.

For one thing, everyone is fond of saying, “Go Beavers!” Incessantly. Unrelentingly. Every team, it seems, is nicknamed The Beavers (except those of which are “Ducks”) which, my being from New York originally, takes some getting used to. There are beaver representations everywhere. When I saw a statue on the main drag of a bear eating a salmon, I told the woman driving me that at least it wasn’t another beaver.

“Oh,” said Anna, “the beaver statues are just down the street, near your hotel.” And so they were. Anna picked me up at the airport and lives only three blocks from the hotel where I stayed. She got lost taking me there from the airport and lost again returning me there after dinner. I can’t fathom how she did that, but there you have it.

At the speech, I met Lisa, an easterner who now lives in Bend, Oregon. That’s right, “Bend.” Everyone from Bend is, well, somewhat fanatic about it. No, you can’t be “somewhat” fanatic. They are zealously fanatic.

Lisa informed me that Bend has the fifth fastest growing chamber of commerce in Oregon. Or was it the Pacific Northwest? Or the U.S.? I forget, now, but it is apparently growing pretty well.

Go Beavers.

I began to kid Lisa about her insatiable love for Bend. Not a good idea. You don’t kid people from Bend. At least, not about Bend. I asked what was there. From what I can tell, it’s sort of a retirement community. But it’s got that great galloping chamber of commerce, so go figure.

Portland is highly gentrified and has wonderful little bistros and cafes, along with a neat triple-A baseball field. I stayed in the Hotel Monaco in a gorgeous, huge suite named after Bill Porter. Bill was the subject of several documentaries and a movie. He was an inveterate door-to-door salesman, who was successful despite great pain from his cerebral palsy. The hotel doormen used to help him with some of his buttons and his tie. A portion of the revenues from the suite are contributed to cerebral palsy research. You just don’t see stuff like that every day.

Go Beavers, especially Bend Beavers.

(Note: No rodents of any kind were harmed in the writing of this article.)

Lisa from Bend with Alan from Elsewhere.

© Alan Weiss 2007. All rights reserved.

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The Perverse Magnetism of the Airline Business

As consultants, we should be observing the environment for best and worst practices, right? If you’re in this profession long enough, some ineluctable trends begin to emerge. We have to put the dead rat on the table (as my friends at Hewlett-Packard were fond of noting.)

One such trend is that the U.S. airline business draws stupid management to its ranks with the ferocity of an energized electro-magnet in a junk yard. With only two exceptions—Herb Kelleher at Southwest Air, and Gordon Bethune at Continental—the industry has created a tropism in modern times that draws benighted leaders to its ranks.

Examples abound. Some years ago, a USAir executive decided that the planes could actually be reconfigured right at the boarding gate to accommodate more or fewer class passengers. It was exactly the chaotic disaster that my German Shepherd could have predicted. The procedure was scrapped rather rapidly, but not before millions had been spent, while concurrently some flight attendants qualified for food stamps because their pay was so low.

CEO Frank Borman personally destroyed Eastern Airlines because of his obsessive hatred for unions and refusal to engage in discussions. Perhaps he had been weightless as a former astronaut for too long. TWA and Pan Am were brought to earth by rapacious, short-sighted executives who undermined tens of thousands of employees while enriching themselves. Where is Juan Trippe when you need him?

Board a USAir flight today and they’ll call first class, chairman’s whatever, dividend preferred, 1K, and all those who voted Democratic. There are only three people left in the boarding area NOT boarding. On United, the flight attendants do a bizarre hopscotch trying to ensure first choice of meals to million milers per lifetime, hundred-thousand milers per year, executive platinum sterling members, and other categories, while full-fare, first-class passengers get last choice. That’s right, the highest margin payers are trumped by people who largely accumulated miles through discount fares and upgrades.

Jet Blue managed to ruin an otherwise decent reputation through a series of passenger-unfriendly decisions, stranding thousands during a blizzard on hot, cramped airplanes with empty galleys and full lavatories. Their brain trust couldn’t devise a way to disembark these poor miserable souls, but rather treated them in a manner that would have brought the ASPCA swooping down with the cops on an animal shelter run with that much disregard for life. Of course, Jet Blue was busy with another problem, realizing they had no way to communicate with their own pilots during a crisis.

Did I mention USAir? They can’t figure out how to transfer luggage in Philadelphia. That could be a problem for a few days, but they’ve had this problem for over TWO YEARS. Maybe they need a task force of eighth-graders to work on the problem.

The airline boards of directors (of course, which comprise the people HIRING these executives) had better realize:
1. You can’t have happy customers without happy employees. That means, let me see: sufficient staffing, sufficient pay, and sufficient working conditions.
2. Line employees have the best and most innovative ideas if they are just asked and heeded. When is the last time an airline’s senior management spent a week doing the actual labor, hustling bags, changing reservations, hosting at the air clubs, boarding people on the flights?
3. If everyone is an elite, no one is an elite. It’s bad enough the air clubs are playgrounds for screaming kids and refuges for fat people in shorts with their bare feet on the furniture. Treat first class passengers the best if you have pretensions of having a first class. Insist on some decorum at the clubs.
4. Hire the best and the brightest, not people who failed elsewhere whom you think will magically become brilliant in the rarefied atmosphere of your executive offices. They won’t. They’ll simply paint the planes a different color (at a cost of millions), launch a new slogan (at a cost of millions), and continue to neglect the employees and the passengers (at a cost of tens of millions). Every time Stephen Wolf became CEO of still another airline, he painted all the planes, one time infuriating pilots with a light color they claimed couldn’t be easily seen making accidents more likely.

Only the airline industry in the United States could make our auto industry management seem decent by comparison.

© Alan Weiss 2007. All rights reserved.

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Ellicottville Journal

In fulfilling a speaking assignment, the limo took me on the hour trip to Boston’s Logan Airport; I waited an hour for my flight; I took the hour flight to Buffalo in a cramped jet made by elves in Canada; and I was taken another hour south from the airport to Ellicottville, New York.

Ellicottville is “ski country” here, with chalets, lifts, and the whole nine yards. Unfortunately, I figuratively mean “nine yards,” since the highest hill has an 800-foot vertical drop. That is the equivalent of skiing from the top of the Manhattan Public Library. Or taking an escalator that has only three steps. Or reading a book with 14 pages. You get the picture.

I checked-in to the lovely Happy Valley Inn (“Mother Nature’s Think Tank”) and was given a huge suite. However, I couldn’t find the bedroom. Finally, I realized that the formidable shadow looming over me was a circular staircase, dizzying in its climb-—a tight, vertigo-inducing twister. I hustled my bags up there, Buster Keaton on speed, only to find that there was only a bed and television. All the closets, the bathroom, even the ceiling fan control, were….downstairs.

Back down I went, wrestling my roller-bag as if it were a predator.

Finally settled, I returned to the front desk to inquire about dinner, since there was no room service menu.

“Oh,” said the kindly lady with what I thought was a devious glint in her eye, “we have no food. But there is The Hearth Restaurant just up the hill.” I looked out the window.

The “hill” was huge, a 40° monolith, which should have been used for skiing, not traffic.

“How far is ‘just up’?” I asked.

“Oh, maybe 300 yards.”

“And what would ‘maybe’ mean?”

“Give or take 50 yards, I suppose.”

I lettered in track in my freshman year in high school, and I practiced the 440, which is a quarter-mile, to build stamina for my 100- and 220-yard dashes. (I was a gentleman runner, entering events that were over in less than half a minute at worst, ten seconds at best, cleaning up, and going home. No sense getting all stressed.) Hence, I knew I was probably in for a half-mile round trip.

As I walked out of the inn, I noticed a Burger King across the street. Did I want a pretty bad hamburger and no exertion, or was I going to work harder than I have in years and go for a potentially-but-no-guarantee good meal? I took the high road, literally, and headed up the hill, leaning as if in a storm surge, my eyes peering directly at the rising sidewalk in front of me. I noticed ants rolling uncontrollably down the hill. (Amazingly, the ski slopes ran on gentle hills perpendicular to this slope, not parallel to it! But, hey, this is skiing in New York amidst “Nature’s Think Tank.”)

I walked up that 40° behemoth in 80° heat, alongside the combination golf course and ski run. (You can’t make this up.) Finally, heart thumping, head pounding, I hit The Hearth.

“We can give you that nice corner table,” said the hostess, in an empty restaurant.

“That’s’ quite nice of you,” I gasped, sweat cascading from every pore.

“Well, it’s actually our only unreserved table. We hosting the United Steelworkers in the next hour. You can see them in there at the bar.”

“I’ll eat fast,” I said, and wondered if I should try to remember the lyrics to “Look for the Union Label.”

There were a great many Italian entrees, which made no sense to me in this non-ethnic restaurant. I asked the waitress about the fish.

“Is it fresh?”

“Not really.”

“Define ‘not really’.”

“It’s sort of frozen.”

The steelworkers were starting to make drunken noise about management and ownership, and I wasn’t happy to be dawdling, or to wait for fish to defrost.

“What’s the most requested item on the menu?” I asked. “What do people really like?”

“Ah, that’s easy!” she declared. “The burger!!”

So, I had engaged in about a half-mile or so round trip of exertion to have a burger after all. But, when she brought it, I was astounded. It was one of the five best I’ve ever eaten, and I keep careful notes, having sought the perfect cheeseburger all over the world. You never know.

After a quick but fabulous meal, the server brought the tab. The bill was $12.10. “Twelve-ten!” I shouted.

“I’m sorry,” she said, “but you did insist on that vodka immediately, and that’s part of the bill.” I explained that, in Manhattan, the vodka would have been $18 alone, but she simply stared at me awaiting a punch line of some sort.

It was jaunty walking DOWN the hill, though it took a lot of effort not to lose control and join the ants. I returned to my room and climbed up to my aerie. I made another trip down the amusement park staircase to brush my teeth and climbed once again.

But, since at my age it’s not unusual to arise for calls of nature in the middle of the night, I took the precaution to leave a couple of extra pillows on the couch in the living room downstairs. If I survived the trip down, half asleep and groggy, in the early hours, I wasn’t about to try my luck going back.

© Alan Weiss 2007. All rights reserved.

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Hear Now, The News

There was a hew and cry from the morning talk shows today because a new reality show is based on an actual CBS affiliate using a female wrestler and glamour-puss as on on-air reporter. Apparently, this demeans the news profession and focuses on all the wrong criteria: looks, sexuality, novelty, reality TV.

The problem, of course, is that the wrestler (who I would assess as moderately attractive and very fit) symbolizes the current reality of network and affiliate news operations.

On ABC’s “Good Morning America,” a distraught news executive complained that this was an insult and undermined the integrity of the news. You’d think that Edward R. Murrow, Walter Cronkite, and Huntley and Brinkley were still broadcasting. Most of the people I see on the news are reading a teleprompter, and not terribly well. Just last week, Kathy Bates, anchoring the Providence ABC early morning newscast, couldn’t pronounce former Israeli Prime Minister David Ben-Gurion’s name correctly. I guess they don’t teach history in modern journalism schools.

Oh, wait, she doubles as the weather forecaster. Maybe they don’t teach it in meteorology school. Nor do they teach grammar, since every day you can hear the anchors say, “Between you and I,” and confuse “imply” with “infer,” and worse. Ms. Bates, alas, is not alone.

I think it would be difficult for the average television viewer to be a game show host, or a talk show host, or a soap opera actor. But a lot of people could appear on “The View” as co-host, since that Hasselback person never shuts up and never manages to say anything interesting, while running on with a valley girl accent. What, exactly, are her credentials? Star Jones was boring, and this one is no Star Jones.

Back to the first amendment: I believe a lot of people can sit behind a desk and read a teleprompter and make “happy talk” with the people around them. The problem is that few of us look the part, AND LOOKS ARE WHAT IT’S ALL ABOUT! Who are we kidding?

Our wrestler neophyte is nowhere as good looking as Amy Roebuck, an NBC news honey, or Natalie Morales, who handles the news on “The Today Show,” or any of the scores of other size-two look-alikes who populate the news desks. (Even Andrea Mitchell, a top-flight reporter, has been glammed up of late.) Most of these women need a solid meal and some body fat. Who is choosing this particular type?

How can the news people descry this newcomer, without any kind of journalistic background, who looks good, and occasionally stumbles over a line? Their studios are full of them. Their journalistic breeding certainly doesn’t emerge in their lightweight interviews or collegial banter, and they clearly take more time getting primped than getting prepped.

Who are we kidding? The wrestler is a threat because she is an extrapolation of what the news on television has become: A pretty face, some novelty, and the ability to read at a distance of nine feet.

And that’s the way it is….

© Alan Weiss 2007. All rights reserved.

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Consulting Opportunity

Experienced executive coaches (5 years or more) with graduate degree preferred, who currently do work with senior executives (VP and above), and who would like to be considered for inclusion as an external executive coach for a national hospital chain. Will require résumé, letters of reference, interview and a background check.

Please direct all inquires to my email address at drjkentferraro@aol.com.

Dr. Jay Kent-Ferraro

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The Dog Star: Koufax and the Squirrels

(The Dog Star is a symbol of power, will, and steadfastness of purpose, and exemplifies the One who has succeeded in bridging the lower and higher consciousness. – Astrological Definition)

My white German Shepherd Dog, Koufax (named after legendary Dodger pitcher Sandy Koufax) is representative of the best in consulting. His companion, Buddy Beagle (just about every other Beagle is named “Buddy,” but it works) is the perfect acolyte.

Koufax is our fourth dog, after a Siberian Husky, his son, a husky/shepherd mix (The Great Dog Trotsky), and a terrier rescued from the pound. None of the first three ever caught a squirrel or much of anything else, though Trotsky periodically grabbed a sunbathing turtle and once actually caught a fish, though my son thinks the fish committed suicide.

Koufax fared no better with squirrels during his first year, but then he began catching them. This fascinated me, as a consultant, finding such a stark distinction. Was this racial, or due to speed, or craft, or a generation of stupid squirrels? What I found was rather surprising.

I would watch Koufax transfixed in front of the large windows overlooking the yard. Only his head would move. He was studying the squirrels. I thought he was just amusing himself, or wishing for one of those weapons that Wile E. Coyote buys from the Acme Company. But, no, this was a far more sophisticated study.

Not long after, Koufax caught his first squirrel because he didn’t run after the squirrel, HE RAN BETWEEN THE SQUIRREL AND NEAREST TREE. Once Koufax had the squirrel in open ground, he ran him down. This worked a small portion of the time, which was better for Koufax than no victories at all. But then, suddenly, his success rate soared. I assumed that the dog was learning from each experience, but he was learning a lot more than that.

Enter Buddy Beagle. Koufax began using Buddy for practice. Buddy would run around the yard trying to evade Koufax’s charges and used the same moves the squirrels used: a juke to the right, a juke to the left, a mad dash, a scramble for cover in the bushes. As Koufax practiced on Buddy—who is a solid guy and can hold his own when pressed—he developed superb skills.

I love animals but I also believe that nature takes its own course. The back yard alone is over an acre, and Koufax has subdued a skunk, possum, raccoon, goose, and snake, along with a dozen squirrels, that we know of. He’s a lovable dog, a great protector, and wonderful with children, but he patrols his turf.

I know you’re thinking I’m anthropomorphizing all this, or that my analysis is strictly stochastic, and maybe so. But I see Koufax having examined his problem, devised an alternative solution, and then practiced it. I don’t think all that many people do that. I think most of them keep running in the same rut and never do catch the squirrel. Instead, they claim they have a pulled muscle, or whine that the squirrel has an unfair advantage, or insist the government should give them squirrel-catching assistance, or suggest that they should be compensated for not killing squirrels.

Koufax doesn’t have access to government programs, doesn’t believe he’s a victim, and uses his native talents at every opportunity. While I’m not crazy about him killing squirrels, the birds can now eat at the feeder unmolested. And Koufax appears to feel pretty good about himself.

He also protects Buddy from the two eagles who live just over the tree line. In fact, he’s begun studying the eagles….

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The Working Life

“My problem is that I’m working too hard to make any real money.”
– Told to me by a new member of my Mentor Program

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In the Shadow of the Moon

I’m on the board of trustees of the Newport International Film Festival, which just began its tenth year. Our opening night film was a documentary about the Apollo astronauts who walked on the moon. It is one of the finest works I’ve seen in a long time. If you get the chance to see this when it opens nationally, I’d urge you to experience this unique work. It demonstrates what the factor Tom Wolfe called “The Right Stuff” really is, and evokes an age where people could turn from war, assassination, bigotry, and urban turmoil to commonly root for human achievement.

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Amex Strikes Out Again

I’m a charter Amex Platinum Card owner, and the decline in its status and service as American Express includes more and more people is a situation to be avoided.

Today, I attempted to send two gift cards for a hundred dollars each to people who did me favors. Since I know from past experience that the web site often freezes up, I called the customer service line. After a several minute wait, a woman proceeds to read me a script, often repeating herself. Finally, we get to the gift cards and as we’re completing the second address she says, “Sorry, we don’t ship these to Rhode Island.”

“Why don’t you point that out at the beginning?” I asked. She stammered back into her script.

Everyone wants a Platinum Card, and Amex clearly intends to give one to them, making the service slower and stupider by the hour. Lesson for us all: If you want to treat clients and customers as though they are special, then make a special effort.

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