Alan Weiss’s Monday Morning Memo® – 7/09/18

Alan's Monday Morning Memo

“Diversity” seems to be in every other sentence these days. I don’t think we can merely intellectualize diversity, we have to live it, not as some special accommodation or event, but as a way of life. The word traditionally means “exhibiting variety.” That goes beyond skin color, or ethnicity, or physical abilities, or sexual orientation to include thought, and ideas, and talents, and politics. We’re on our annual sojourn to the Jersey Shore (where real men play kids’ games, seagulls …


Can You Move the Ball?

I played varsity basketball and ran varsity track in high school. Track practice was simple—I was a sprinter, so I would run a quarter mile for stamina and 30 yards for speed. Then the race itself was over in ten seconds. I was a terrific shooter in basketball, but I hated the practice. I never did learn to dribble with my opposite hand, so I could never be a starting guard. I was fast and could shoot, but I couldn’t …


Income Investment

We rent the same house at the Jersey Shore every year. Between the prior week’s tenants leaving and our arrival, the owners (who live here in another house) check everything out to make sure the cleaning crew has been thorough, everything is working correctly, and any repairs that need to be made are either done or scheduled. They make that ongoing investment of time and improvement in their income source. So we return annually, and never question any rent increases. …


It’s the Service Level, Stupid

I tried to place an $800 order yesterday on the website for TrainWorld in Brooklyn, where I’ve purchased trains in person before. The site hung up at the final pay option, repeatedly. I called and a bored woman told me to read me the order with catalog numbers and descriptions. I told her it would take 20 minutes, why not just find out what was wrong with the site? She put me on hold. When she returned, she told me …


I’m Almost Ashamed to Admit It, But…

  When I pet my dogs and they violently shake when I’m done, as though they have a haircut from Frédéric Fekkai that I’ve messed up, I take offense. The next time someone tells me a golfing story without inquiring as to whether I give a rap about the game, I’m going to yawn at the punch line. I would love to have a TSA job for one day to see what’s in a lot of that luggage. I have …


The Benefit of the Doubt

No one is perfect, and every organization will make mistakes. The key is not to try to achieve perfection, but to achieve such an excellent and trusting client relationship that you’re given the benefit of the doubt when there is an honest error. You’ve all received bills that were in error. Sometimes you say, “They’re trying to cheat me by padding the bill.” Sometimes you say, “They made an error, I’ll let them know.” How do your clients feel about …



Get Paid

Your customers’ problems are not your problems. Too many consultants who work with small businesses allow their buyers to delay payments because of poor cash flow or other issues they’ve brought on themselves. Once you do that, you’re at the bottom of the priority pile and you may never be paid. The gas company, the mortgage people, the venders who insist on being paid will be paid. Those who aren’t demanding won’t be. You have a legal contract. You’re not …


Podcast – The Uncomfortable Truth – Episode 39: Shut It Down

Wherein government might be improved if those making the laws were subject to the consequences of those laws.   Remember the recent government shutdown? It means absolutely nothing when the people shutting it down don’t face any consequences for doing so, we need our lawmakers to be more accountable.