They Call This Service?

To welcome the first week of March (what happened to January and February?), The Job of Work introduces a new feature: The Best and Worst of Customer Service. Let's begin with a recent, ill-fated call to Ticketmaster in search of undelivered tickets.

Ticketmaster Computer (TMC): Thank you for calling Ticketmaster. At Ticketmaster, service is a top priority. Please say your 11-digit order number.

TJOW: [Order number spoken.]

TMC: Thank you. Did you say 1-1-3-5-6-8-0-9-1-3-A?

TJOW: No.

TMC: Did you say 'no'?

TJOW: Yes.

TMC: Thank you. Is your order number 1-1-3-5-6-8-0-9-1-3-A?

TJOW: No.

TMC: Did you say 'no'?

TJOW: Yes.

TMC: Please enter your 11-digit order number.

TJOW: [Order number entered.]

TMC: Thank you. You entered 1-1-3-5-6-8-0-9-1-3-J. Is this correct?

TJOW: Yes.

TMC: Did you say 'yes'?

TJOW: Yes.

TMC: Thank you. Please spell your last name.

TJOW: [Last name spelled orally.]

TMC: Did you say 'S-g-h-m-u-r'?

TJOW: No.

TMC: Did you say 'no'?

TJOW: Yes.

TMC: Thank you. Is your last name spelled S-g-h-m-u-r?

TJOW: No.

TMC: Did you say 'no'?

TJOW: Yes.

TMC: One moment, please, as we contact a Customer Service Representative.

[Recorded music. A pre-recorded voice says: Thank you for calling Ticketmaster. Service is a top priority. Please press '1' if you would like to participate in a customer service survey following your call. Otherwise, please hold. The estimated wait time is 9 minutes.

Recorded music continues. After sufficient time for the Ice Age to have begun and ended, a pre-recorded voice says: We are experiencing an unexpectedly high volume of calls. Your business is important to us. Please press '1' if you would like to participate in a customer service survey following your call. Otherwise, please hold. The estimated wait time is 6 minutes.

More recorded music. At about the 8-minute mark, during which time I've nearly forgotten why I called in the first place, a pre-recorded voice says: We are experiencing an unexpectedly high volume of calls. Your business is very important to us. At Ticketmaster, service is a top priority. The estimated wait time is 2 minutes.

Recorded music. After about a minute...]

TM Live Person (evidently from far, far away): Hello. My name is Rajid. Can you please tell me your 11-digit order number?

TJOW: 1-1-3-5-6-8-0-9-1-3-J.

Rajid [speaks beyond slowly]: Did you say '1-1-3-5-6-8-0-9-1-3-A?

TJOW: No. 1-1-3-5-6-8-0-9-1-3-J, as in Jim.

Rajid: Thank you. [speaking very slowly] 1-1-3-5-6-8-0-9-1-3-G, as in gym?

TJOW: No. 1-1-3-5-6-8-0-9-1-3-J, as in Jack or Jill.

Rajid: Thank you. But which is it? Jack or Jill?

TJOW: Sorry. Let's say Jack.

Rajid: Oh, excuse me. Jack and Jill both begin with 'J'. I see. So, your order number is 1-1-3-5-6-8-0-9-1-3-J.

TJOW: Yes!

Rajid: Thank you. Can you please spell your last name?

TJOW: If I must. [Spoken slowly, with as much clarity as entirely possible.]

Rajid: Thank you. S-c-h-m-u-r?

TJOW: No. It's an 'N' as in Nancy, not an 'M'.

Rajid: Sorry. So it's S-c-h-m-n-u-r?

TJOW: No, sorry. It's S-c-h-N-u-r. 'N' as in Nancy. There's no 'M'.

Rajid: Thank you. S-c-h-n-u-r. Is that correct?

TJOW: Yes!

Rajid: That's an unusual name. There don't seem to be enough vowels. Do people have a difficult time saying and spelling your name?

TJOW: [Tongue bitten beyond recognition. After a pause...] Only some.

Rajid: Well, it is unusual. One moment, please, as I pull up your order.

[The sound of long-distance static. A lengthy silence.]

TJOW: Rajid, are you still there?

Rajid: Yes, I am . I am reviewing your order. It seems that you have purchased 4 tickets to a baseball game between the San Francisco Giants and the Texas Rangers in Arizona. Is that correct?

TJOW: Yes.

Rajid: Thank you. How may I help you?

TJOW: The tickets have not yet arrived.

Rajid: I see that they were printed in January and mailed on January 9th.

TJOW: That may be, but I have not yet received them.

Rajid: They were sent by regular mail.

TJOW: It's been more than 6 weeks. Even by our standards, that is a very long time.

Rajid: Yes, that is true. It is a long time. But they have been mailed.

TJOW: Yes, and they have not yet arrived. Can they be reprinted or can you e-mail them to me?

Rajid: [Distracted.] This is odd. Why is there a baseball game between the San Francisco Giants and the Texas Rangers in Arizona? San Francisco and Texas are not in Arizona, are they?

TJOW: No, they are not. Before baseball season begins, teams practice by playing exhibition games. It's called Spring Training. These teams, along with many others, play in Arizona where the weather is warm, even during this time of year.

Rajid: Thank you. Very interesting. And you are going to a game there?

TJOW: That's the hope. But only if I get the tickets I bought from you.

Rajid: Yes, that is true. You will need tickets to enter the arena. Unfortunately, I cannot help you. I will have to transfer you to our Customer Service Assistance Center.

TJOW: Isn't this Customer Service.

Rajid: It is, but not the Customer Service Assistance Center. I will transfer you now. Have a good day, Mr. Shanur, and thank you for calling Ticketmaster.

[Call transferred. Recorded music. A pre-recorded voice says: Thank you for calling Ticketmaster. Service is a top priority. Please press '1' if you would like to participate in a customer service survey following your call. Otherwise, please hold. The estimated wait time is 3 minutes. After nearly that time...]

Ticketmaster Computer (TMC): Thank you for calling Ticketmaster. At Ticketmaster, service is a top priority. Please say your 11-digit order number.

TJOW: [Order number spoken very slowly and deliberately.]

TMC: Thank you. Did you say 1-1-3-5-6-8-0-9-1-3-A?

That's when I hung up.

Have precious examples of terrific and/or excruciatingly painful customer service? Send them to us and we'll print the best. In the meantime, have a wonderful week.

(And, by the way, if you listen closely you can hear the sweet, sweet sound of baseballs hitting bats. I hope I'll be able to muster the patience to try Ticketmaster again. I do want to see that game.)

Letters

Whatever happened to the lost art of letter writing? Not a lengthy e-mail, mind you, but the act of putting a real pen to real paper; scribing full, thoughtful sentences in, possibly, an elegant script; expressing thoughts, emotions and desires; rereading it to ensure spelling and punctuation are correct and that thoughts are fully drawn (all essential to the true letter-writing artist); signing it; sealing it in an addressed envelope (kiss optional); attaching a postage stamp and dropping your creation in a real-life mail box.

No keyboard, no spell-check, no electronics, no 'Send' key. And no maximum of 140 characters.

Definitely no nausea-inducing, egocentric, this-is-how-we-stay-in-touch-with-our-dearest-friends-and-family Christmas-, New Year's- or Valentine Day, 'Loving Friends and Family, What a year it's been!' mass communique describing in painful detail your and your family's highlights, low-lights, dim-lights and all lights in between since a year ago when you last kept in close personal touch -- because Lord knows there wasn't even one lousy minute to call or write during the entire friggin' year -- with 'cherished friends and family' by sending one of those dreadful, make-me-gag, overly-indulgent, self-aggrandizing chronicles that may even include, kill me now!, your favorite book, your favorite movie, even your favorite recipe from the entire past year, that you couldn't spare the time or expend the enormous energy even to sign, much less personalize in any way whatsoever. Definitely not one of those. That's not a letter, even if it does come via snail mail. That's an affront.

(Whew. I knew I hated those, but didn't realize how much. I feel better already, thanks for asking.)

Instead, something warm, something personal. Your hand holding a writing instrument, your brain and heart creating a unique and thoughtful message to someone worthy of the effort and emotion. On paper, in your style.

A real-deal letter. Old school but, without doubt, special.

(Two points for anyone who can name the artist who painted the piece at right, "Lady Writing a Letter With Her Maid".)

So, whatever happened to writing letters? No time, no patience, no interest? Too last century? No need, especially when there's a slew of electronic alternatives? Or, possibly, do we not connect the same way with the special people in our lives?

We here at TJOW think it's likely a combination of all of the above. We do tend to run fast, with far too little time for ourselves. We do show little patience for and interest in introspection. We do have a plethora of electronic options -- all much faster and easier -- than writing and we do appear to prefer the convenience they offer: Short, rapid-fire, staccato, cursory connections requiring little effort. And, possibly, little thought.

Maybe our use of electronics is akin to the days in which drummers were used to communicate with neighboring villages. A clean and effective way to send brief, simple messages. And perhaps writing a letter -- a good letter -- is like the rich, textured, multi-layered sound of a symphony, where each sentence, each paragraph creates a warmth and depth far beyond the capacity of even the most brilliant drummer.

But, most importantly, it's likely that we're simply not that interested -- or practiced -- in expressing ourselves in meaningful ways to those we care most about. Our lifestyle, our modes of communication, our pace conspire to create a superficiality that undermines or, worse, precludes real connections. We avoid stopping -- or even slowing -- to smell the coffee. We are more comfortable when we're running fast and hard than when we are at rest. As many have admitted privately, maintaining a frantic lifestyle is a requirement for success.

Hardly a surprise, then, that Twitter is so popular. Who has time for more than 140 characters?

Our response? You do. Or, at the very least, you should. Start easy. Write a note to someone. A paragraph or two about how you're doing, how life is truly unfolding. Share something important about yourself and about your feelings for the person you're writing to. Sign it. And before you can second-guess yourself, mail it.

As you walk from the mailbox, know that in a day or two someone important to you will experience the warmth that only real friendship can provide. Know that you've touched someone in a lovely, heartfelt way.

Old school, to be sure. But so very sweet.

What a Week

As weeks go, this last one was amazing. And, no, we are not referring to a certain football game, botched national anthem, an endearing Darth Vader commercial, Chrysler's moving tribute to Detroit or how the television profanity police somehow overlooked a certain MINI ad. (Do tell us, though, why the NFL halftime producers insist year after year on people feigning spontaneous enthusiasm for and 'dancing' at the feet of whichever band they've hired for the Big Show. Those dancers, if you dare to look closely, could be the children -- or grandchildren -- of the band. NFL: Forget bands at halftime. Go with Frisbee-catching dogs instead. Please.)

No, we're not talking Super Bowl. We're talking something much more powerful, something truly historic. Something we may never again see in our lifetime. We're talking two successful fights for freedom. We're talking Egypt and the birth of South Sudan.

Let's begin in Cairo's Tahrir Square (shown here before and during the demonstrations), where tens of thousands came together largely peacefully and in a mere 18 days -- 18 days! -- toppled the 30-year regime of Hosni Mubarak. An event of astounding proportion.

A number of elements stand out for us, including:

• The relative lack of bloodshed

• The army providing safety to the protesters

• Mubarak's eventual resignation from office, and

• The controlled, Army-led, constitutionally-defined deconstruction of the government.

As revolutions go, this one has to find its way into the all-time top 10. A 30-year regime deposed peacefully in 18 days. And while the comparison may not be completely fair, it took millions of people in dozens of marches and protests over too many years to accelerate our country's departure from Vietnam. (To be fair, it may have been the North Vietnamese who, more than the protesters, hastened our withdrawal from their civil war. Even so, we'd like to think the millions of protesters had something, anything, to do with the end of that war.)

In Egypt, no bloodbath. No destruction. No pitched battles (though Mubarak's supporters certainly tried). No body counts. Eighteen days. A dictator ousted. In the Middle East. Who could have possibly seen this coming?

What moved us though, truly moved us, was not the speed or success of the Tahrir Square protest. Instead, what captured our imagination and our heart was the passion and commitment the Egyptians showed for a free Egypt. Risking everything to be free. Taking the streets to demand the right to live life unencumbered by an all-controlling regime. Coming together to create an Egypt in their image, one that might fulfill their dreams. As a people. This is what moved us.

While we're watching football and a goofy halftime show they were in the streets demonstrating for and winning a free Egypt. Not a fair comparison, to be sure, but a comparison nevertheless.

The road for the Egyptians will be a long and arduous one. The consolidation of power under the military, the disbanding of Parliament, the suspension of their Constitution and elections in six months. Opportunity for disaster at every turn. Yet, we at TJOW offer our respect from afar for the courage exhibited by those who risked it all for a free homeland. You've taught the world what shared passion and commitment can accomplish. Please keep teaching, as this is a lesson we've not yet mastered.

Also last week, a referendum for freedom was held in Sudan and the result will be the globe's newest country. Another astounding story of courage and conviction. With 98.8% of the region's 4 million inhabitants voting in favor of secession, people in the southern portion of this civil war-torn land stood up, stood together, and declared their desire to govern themselves, to live in peace. And in July their dream will be realized: South Sudan.

Another people risking it all for freedom, here in the face of on-going brutality and near-incomprehensible murder and destruction.

In many ways, the events observed in southern Sudan are even more monumental than those witnessed in Egypt. While the Egyptians were fighting for freedom, the Sudanese were fighting for their very lives, and will continue to do so for the foreseeable future. Their public referendum to secede from the country came after years of unimaginable, systematic slaughter -- bloodshed that hasn't ceased following the vote. (Darfur is only part of the story.) The ability of the south Sudanese to stand together with courage, determination, and perseverance in the face of death is awe inspiring and a lesson for us all. We at TJOW applaud you.

South Sudan. Proudly coming to a map near you in July.

[Interested in the plight of the Sudanese? Consider Dave Eggers brilliant 2007 book, What Is The What, the autobiography of Valentino Achak Deng and his walk across southern Sudan to safety. Read it. You won't forget it.]

An amazing week. People standing together in large numbers -- some in the face of violence -- to win what they'd never win on their own. Courage, passion and new-found freedom nearly everywhere you look. Maybe we're on a roll.

Match.com (without the dot com)

Meeting people -- especially potential love interests -- can be brutal. In this age of social networking, electronic connectivity, and mass communication it is, not ironically, very difficult to find people worthy of attention and who might find you of interest. Something about that mutual attraction and compatibility thing that makes the challenge so great.

Talk to any single friend and you'll hear the same tale of woe: Finding interesting people is difficult. Finding interesting people who are also attractive is even harder. Dating is a bitch.

It's all so depressing.

Your single friends will also tell you that the options for the love-starved are incredibly limited and quickly exhausted. Some border on desperation. Their choices:

• Pursue someone at work? Danger at every turn, to be sure. Policies may prevent dating someone in the workplace, the likelihood of privacy is zero (don't kid yourself), and the potential break-up could make for a messy and incredibly awkward day-to-day existence. And don't even consider your boss. It won't work.
  

• Frequent bars? A viable option, if an alcoholic is what you seek.

• Join an on-line dating service? Certainly possible, given the ever-increasing availability of such sites. Match.com, perfectmatch.com (for those over 40), eHarmony.com, DateHookup.com, Chemistry.com, Yahoo! Personals, Lavalife.com, Singlesnet.com, Matchmaker.com, and Date.com to name a few. (Yenta.com, MyMotherWouldLoveYou.com, nodatesfromhell.com, and cuteandcanreadtoo.com are undoubtedly soon to follow.) These services are safe, allowing you to shop from the comfort and anonymity of home. The problem, though, begins when you actually decide to try to meet someone -- never knowing whether the 2-dimensional description matches the 3-dimensional reality of the individual, if you know what I mean and I'm sure you do. By the way, who doesn't love long walks on the beach at sunset?
  

• Participate in activities to meet like-minded people? Take a class, get involved in a social-action organization, volunteer for a worthy cause, join a sports league. These are just a number of viable possibilities. The upsides are many; the downside is that it requires time. It's also old school which, for many, relegates this option to the bottom of the barrel, largely because 'it's how my parents met'. (Don't even begin to try to point out the irony. I mean, really. Why do anything that worked for them?)

• Blind dates? Like an on-line service, without the hope of reliable information. And beware the classic watch-outs: "She's got such a great personality." "He's nice-looking, if hair isn't your thing." "Some college is better than no college, right?" "The therapy has definitely made a difference." "Relationships are challenging for lots of people." Remember, there's a reason it's called a blind date.
  

• Speed dating? Reeks of desperation and potential humiliation. Probably requires copious amounts of alcohol (or other depressants) prior to the event and certainly afterward. That said, could be fun and productive. More likely, though, to be horrific. ("You're a Libra!? Fantastic!") Tell us we're wrong.
  

• Wait for the phone to ring, aka, who needs love? Relationships can be difficult. They certainly take energy, patience, and strength. Overrated, to be sure. Let others suffer. I've got my flat-screen TV, the 'net, and my Xbox. I'm good.

We get it. We at TJOW share your pain. We know the challenges, the difficulties, the frustrations of trying to find friendship, a relationship, love. We've walked in your shoes (but not the really pointy ones).

And we have a solution. Because no challenge -- whether organizational, societal or galactic -- is too big for us. That's who we are and what we do.

So, we thought, what's so hard about seeking a relationship? While there are hardships, the first, most obvious is that we don't know who is seeking a relationship. Picture yourself in a cafe. That person two tables over. Is he seeking a relationship? The woman across the room. Is she seeking a relationship? And if either or both are, what might type of relationship might each be seeking? Same sex? Opposite sex? Both?

Let's solve this problem.

Introducing HeartOnMySleeve! HeartOnMySleeve (patent pending) is a novel, low-tech, inexpensive and highly-effective solution to the age-old question: Is he/she looking for love and, if so, what kind? HeartOnMySleeve is a set of elegant silicone wrist bands in an array of vivid colors that says 'Yes! I'm looking for love!' and, tactfully, 'Here's what I'm looking for.'

Available for a relationship? Fabulous. Wear the green bracelet. Looking for a same-sex relationship but would consider alternatives? Terrific. Add the purple bracelet. Have a passion for literature? Lovely. Add the pink bracelet.

Other colors signify interests in politics (red, blue, tea), religion, outdoor activity, sports, movies, even long walks on the beach at sunset (sand, of course) -- just about any interest you might have or want to claim you have.

HeartOnMySleeve says it all for you. No longer need you guess about whether she might be in search of a relationship. No longer must you stumble about as you try to find out if he's available. No need for lame pick-up lines. HeartOnMySleeve eliminates the uncertainty and guesswork and replaces them with confidence and clarity.

Developing a relationship is still yours to do, but the awkwardness that characterizes most first conversations is a thing of the past. The HeartOnMySleeve bracelets tell your story, right there on your sleeve, er, wrist. And brightly, too.

Select the appropriate wrist bands and get out there and meet someone! Your parents will be thrilled you did.

Available soon in geometric shapes for the color blind. Packaged in an attractive leather pouch with 45 one-size-fits-all color-coded bracelets and instruction manual, HeartOnMySleeve is the solution you've been looking for. Watch for it on The Shopping Channel. Only three easy payments of $49.95.

There Really Should Be An App For That

Five hundred thousand apps and counting. Apps for travel, apps for shopping, apps to identify songs, exercise apps, language apps, networking apps. Apps to locate a parked car. Even an app to help us barbecue.

Each app more amazing than the next. But despite the volume and breadth of the near-half million apps already in existence, there are still at least two we at The Job of Work await.

One we'll call iTruth. This app, using sophisticated, state-of-the-art voice recognition and assessment technology, determines the extent to which an individual provides truthful information. Operating much like Shazam, the user simply presses the iTruth icon and the app records, evaluates and reports within seconds a simple rating of the truthfulness of the message being conveyed by the person.

Think of the value! Use it in your next Town Hall meeting at work. Ask about company performance, plans for the future, growth -- anything you truly want to know. Impending layoffs in the offing? Additional furlough days being planned? Is there confidence in company plans to grow market share? Is there true commitment to improving the employee experience? And what about those delayed pay increases?

So many questions, so little time. But now, complete confidence that the truth has been spoken -- or not.

iTruth works anywhere, in any language. It works over the phone as well as it does in person. Try it the next time you contact that cable television call center and ask for a specific arrival time for the repair technician. Or, better yet, get in touch with that ex-boy or girl friend. Oh, the things you will learn!

Use the iTruth app to determine the true veracity of the responses you receive. No longer will you have to wonder what portion of the responses was fully accurate. No longer will you need to examine each response in detail, attempting to parse the truths from the untruths. Take the guesswork out of message analysis.

Watch the circle in the center of the app. Green indicates 'fully truthful', yellow indicates 'somewhat truthful', and red indicates, you guessed it, 'not even a hint of truth'. And if the red light begins to blink, the app has determined that the speaker is 'purposely attempting to mislead'. Extended blinking leads to a harsh, audible tone that communicates to all in earshot that the individual is, technically speaking, a lying chump. No need to say it yourself; iTruth does the talking for you!

iTruth. The app that cuts through to the truth, or lack there of.

The second app we eagerly anticipate is one we'll call simply Integrity. This brilliant app is designed for anyone who leads people and therefore requires others to find him or her to be of high trustworthiness and of strong moral character. Much like iTruth, but in reverse, Integrity provides a continuous and accurate gauge of the amount of integrity others believe the user of the app possesses.

Touch the Integrity icon. Begin speaking. The app, using a telepathy-based technology modeled after the original Star Trek tricorder, measures the m-waves being emitted by those listening to the individual. (Sound complicated? It is. That's why it will cost $1.99.) The app assesses the collected data, provides benchmarking against a database of high-, moderate- and low-integrity individuals. (Don't ask; the list is proprietary and carefully guarded -- but probably soon to be released by Julian Assange.) A simple readout is provided on the face of the device. A fully- highlighted Integrity column indicates a strong belief in the speaker's trustworthiness and moral fiber. A partially-highlighted column indicates only a moderate confidence in the speaker's integrity and an unhighlighted column indicates that the speaker is seen to be fully bereft of integrity.

No longer will you have to guess about how people see you! Put aside that question about whether people believe you. Now, for once, you'll know. While you won't be able to read their mind, you will know what's in their heart, which may be more important anyway. Instant feedback that really and truly matters.

A perfect app for, among many, the business leader and politician. Not recommended, however, for parents of teenagers, due to the propensity of teens to view their parents with contempt. Also not advisable for the military, given that most there carry guns. Definitely not recommended for those who weren't planning on a second date, despite promises to the contrary, or those who can't handle the truth.

Integrity. The app that gives back what you dish out.

See you next week.

Warning Signs

An unemployment rate of nearly 10%. Layoffs continuing. Most doing much more work with fewer people. Organizations striving to return to pre-recessionary performance. An economy turning upward, but ever so slowly. A time that requires new thinking, new approaches to ensure success.

Given the climate, you'd think employees -- management and non-management alike -- would be looking for viable ideas to improve operational performance, pulling in the same direction, working together to drive growth. You'd think they'd circle the wagons, develop a bold plan to take the market, mobilize the workforce and, said inelegantly, kick butt. Together.

That's what you'd think, anyway. And even though that's precisely what most at work want, alas, you'd be wrong.

It's not that employees below the executive level aren't interested in helping their organizations improve. They are. In most cases, desperately so. We know, because they tell us. Even so, in many places it's just not safe -- from a career and/or job-security standpoint -- to change. Indeed, in many organizations it's safer to keep one's head low, go with the flow, and avoid conflict at just about any cost. Sadly, in many places it's safer to agree than to disagree, to acquiesce rather than seek new solutions, to keep one's mouth shut. And this head-low-don't-make-waves-of-any-kind approach, while self-preserving, undermines an organization's ability to perform well. We know this too, because our data confirms it. Loudly and clearly.

So, what are the tell-tale signs of an organization unable and/or unwilling to change? What might one hear that would suggest to the trained ear that a company is destined to mediocrity at best and that positive change is not likely in the cards? In other words, what should you be listening for to determine if your organization is one in which change will be hard to come by?

As a public service to organizations everywhere -- especially those striving to improve service, efficiency, quality and/or profitability -- we at The Job of Work offer ten indicators -- warning signs, if you will -- that positive change may not be achieved any time in the foreseeable future. In a lifetime, actually. These warning signs indicate that there's trouble in River City and not because of a new billiard table. Each is a large, vivid red flag, raised high and screaming for all to hear: "We need help -- and fast!"

Ten warning signs of an inability/unwillingness to improve. Beware of any of them.

• "We've always done it this way." Possibly the #1 excuse for not seeking new possibilities, new solutions. Suggests that our way is the best way or, worse, the only way. Probably heard often in typewriter manufacturers and other companies which preferred death to change.
  

• "We can't change. There's just too much history here." By frequency, the #2 excuse of all time -- and a lame one, to be sure. A clear acceptance of impending failure. It's as if there's a shared belief in these organizations that there is simply not sufficient intelligence and/or will power to try anything new.
  

• "They are the problem." Where they is anyone and everyone else, both internal and external. We'd be fine if it wasn't for them -- be they the executives, the Sales team, Marketing, Manufacturing, IT, Finance, HR. Or, say it ain't so, the customer or, horrors of horrors, the competition.
  

• "There's no rush. Let's wait." Delaying action is the first step to preventing action, including progress. Winners act, losers wait. In which do you work?
  

• "Our employees' perceptions are wrong." Heard often among executives following an employee survey. A clear sign of a significant disconnect. Worse, evidence of mistrust and, in turn, an inability to alter direction.
  

• "We're okay. Turnover among our top talent is low." A head-in-the-sand belief. Why change if people aren't leaving? The far better question is: What are we doing to inspire, motivate, engage and mobilize our talent to win? Even so, just wait. Voluntary turnover may be low now; it won't be as the economy improves.
  

• "Yes." Especially when said often and by many. A passive acceptance, even of bad ideas. Indicates an unwillingness to disagree. A key indicator of a significant business issue. Even worse when followed by 'Sir' or 'Ma'am'.
  

• "The declines in customer satisfaction are a product of the times in which we live." Not accepting the reality of customer service issues and/or deflecting responsibility for them can be fatal. It's also wrong, as some organizations' customer satisfaction scores have been strong, while the scores of others are on the rise.
  

• "That's as good as we can be." Accepting status quo -- even if it is at a stellar level -- is an indication of acquiescence that, left unchecked, will temper the views and work behavior of anyone within earshot. It has the power to demotivate even the most aggressive among us. Squelch this thinking quickly and thoroughly.
  

• "It's too hard, too risky." Talk about whining! Too hard, too risky? Pobrecito. How else do you win? Our guess is that people who say this also state "It's not my job." Both are ways to avoid change and both should be immediate grounds for dismissal, if you ask us (which you haven't).
  

The landscape is littered with organizations unable to change. Our research indicates clearly that those companies where it is safer, more politically correct to cling to the current state for whatever reasons -- rather than discuss, plan, and execute toward a future state -- are significantly more likely to fail in this era where change is required to thrive. Our research also demonstrates that a clever, engaging employee-driven process (of our design, by the way) can create an environment of involvement, innovation, performance improvement and growth. We know, because we've seen it happen and have the data to prove it.

Don't wait, thinking that this need for change shall pass. (Yet another warning sign!) Change is required to survive -- and will be for years to come. It's a new game and only a few know the new rules.

Call us, we can help. Especially if you're hearing any of the warning signs that, when translated, means: "I'm fine with failure."

Jumping In Rain Puddles

In honor of the life of Dr. Martin Luther King, Jr., we at The Job of Work ask you to spend a few moments in reflection of the events of the last couple of weeks. Weeks in which Tucson, Glock, and Blood Libel have filled the airwaves. Weeks in which the polarizing, hostile manner we debate crucial issues has finally been called into serious question. Weeks in which courage, conviction and hope -- ideals so close to Dr. King's heart -- have come to define this tragedy and how we as a nation can move forward.

We ask you to consider the sentiments expressed by President Obama in his eloquent plea for a more civil discourse, for a nation to become a more perfect union, one that might make a 9 year-old girl proud. He speaks of courage, conviction and heroism. Of cooperation and compassion. Of love and hope. Close your eyes and you just might hear a voice from 1963 describing a very special dream.

Let us come together to honor the vision of Dr. King by living our lives with passion, honor and a heart filled with love for others. And, from time to time, jump in a rain puddle or two. It will complete your soul.