Jason's Blog

UPS Store shows very poor customer service judgment (learn from it).

Jason Romrell (Business Attorney and Success Advisor) — Fri, 25 Sep 2009 14:05:01 -0500

I'm always fascinated by customer service, whether I'm ordering fast food, watching the Dodgers play or running errands. I am eternally optimistic that people care enough to provide great service...and I'm often disappointed.

Take, for example, my recent experience with the UPS Store in North Hollywood, CA. I was in a hurry and needed to ship several things that were unpacked. I walked into the nearest UPS Store and asked for a box, packing supplies and UPS overnight shipping. I also had with me a box, already prepackaged and postage-paid, that I just needed to drop in the US Mail.

I asked the clerk (trying not to be too distracted from all the metal in her face) if she could please take the small box and drop it in the mail, so I could work on packaging everything else. She announced "that will be $2.00." I was stunned...I hadn't even done anything yet. "What is $2?", I asked. She said that's what it would cost to drop off the box. "Even with postage-prepaid? Just to drop it in the mail box?" Her reply, "yeah, $2.00".

It didn't matter to her (as she explained) that I was about to buy a box, packing materials and overnight shipping. I felt like I'd walked into a Seinfeld episode.

I grabbed my stuff and left, opting for the US Post Office. It wasn't about the money. It was the feeling I had that I didn't matter. Squeezing $2.00 out of me was far more important than making a sale and creating a lasting customer relationship. Now what do they have? Not my $2.00...and not my patronage. Is $2.00 really worth losing a customer for life?

Now consider how this might affect you as a real estate professional. Do you care more about your prospects and clients than your commission? If you care now, you'll have someone as your client and your friend for life. If you care less, but only want to see that check, you'll likely lose both...and that costs a whole lot more in the end.

The Power of Listening

Jason Romrell (Business Attorney and Success Advisor) — Fri, 12 Jun 2009 12:55:44 -0500

I was driving home from the beach yesterday with my 11 year old brilliant daughter (genetics, I'm sure). On the radio, the DJ said to "expect the unexpected". My daughter looked at me with a puzzled expression and said "if you expect it, it's not unexpected".

Smart girl! We had a fun talk about what the DJ might have meant, but I was so impressed with her listening skills. As I train sales people, it always amazes me how often they fail to listen! The best way to sell is with your ears, not your tongue. The best advice I've heard on how to listen was this: "Shut up".

iPhone versus Blackberry (my own humble opinion)

Jason Romrell (Business Attorney and Success Advisor) — Mon, 20 Apr 2009 15:42:54 -0500

I had the iPhone for about 2 years (6 of them, actually). It's a great entertainment device, but it's hard to write more than very simple, short texts. Tweets (even at 140 characters) are more cumbersome. It didn't allow MMS texting, so if someone sent me a picture or video, I had to view it through an external link on a PC or Mac. I heard they're coming out with a more business-friendly iPhone, but who knows when?

The greatest feature of the iPhone is Apple's incredible customer support. All 5 of my previous iPhone's had one glitch or another (only one of them was my own doing...hint: never text while riding a motorcycle), and Apple willingly and without typical customer-service-attitude, replaced them all. I can't say enough about their excellent customer relations and their amazing systems!

As for the BB, it's been tough to transition. Everything is so different. But I can already tell how much more powerful it is. The keyboard is more convenient. The PDF, Word and Excel viewers are great (I haven't tried to edit using those yet). I can make calls while I'm on WiFi viewing docs. The 3G speed of the BB Bold is pretty good, and I paid for the "tether" option, which means I can use the phone as a wireless modem when I'm on the road.

I just think for business, the BB is superior, more powerful and more convenient. But it's also uglier (in my opinion) and a lot bigger. I guess practicality won out in the end.

Part 2 to Mastering Time: Plan every day the night before

Jason Romrell (Business Attorney and Success Advisor) — Fri, 13 Mar 2009 10:46:51 -0500

2. Plan every day the night before. Developing this habit is like loading your gun before you need to use it. Imagine having to defend yourself or your family from an armed and dangerous home invader? You grab your gun but realize that it's not loaded, so you have to remember where you put the ammo. Assuming you can find the bullets, you still have to load the gun with your trembling hands BEFORE the bad guy gets you or your family. Silly analogy? Imagine how difficult it is to create a well developed and comprehensive plan when you're pressed for time and have a dozen other fires that must be put out right now! Time can kick your butt if you let it. Decide not to let it.

I know this analogy might get on some people's nerves because not everyone is comfortable with guns. The point, however, is that preparation is a life and death matter. The gun analogy is uncomfortable, but those who fail to prepare SHOULD BE uncomfortable. Imagine if Captain Sullenberger (of the famed Hudson River landing) hadn't been prepared to land his plane on water. What if he had to stop and think..."hmmmm, where's the emergency landing manual...I better read up on that". He had NO TIME to prepare anything. He had to act. When the time to act is upon you, there is no time to prepare.

How does that relate to planning your day the night before? You will be better prepared to achieve success and avoid disaster if you have a plan...even for one day. There's a lot to do as you build your own business, climb the corporate ladder or avoid your own slice of the economic disaster. Why not give yourself the advantage by planning ahead?

Intro and Part 1 here: http://activerain.com/blogsview/981044/Intro-and-Part-1-to-Mastering-Time

Intro and Part 1 to Mastering Time

Jason Romrell (Business Attorney and Success Advisor) — Thu, 12 Mar 2009 23:31:03 -0500

I just wrote a Time Management 'Minders paper for my clients. I haven't published it yet. It's a bit "relaxed" in its tone which has given some of my friends reason to ask me "are you sure you want to say it like that?" I thought I'd seek my fellow A/R's input. There are 10 parts, each with stand-alone merit. Please tell me what you think.

Intro:

Ben Franklin was right when he said "To love life is to love time, for time is the stuff life is made of." The nice thing about time is it does not discriminate based on wealth, race, sex, power, personalities or any other characteristics. We all have the same time every day with which to accomplish great things...or to watch life pass us by. We elect how to "spend" time. In other words, what I do (or choose not to do) in any 24 hour day is up to me. Doesn't it make sense to choose success through time mastery!

Here are a few reminders how to choose success versus sucking at time management.

1. Have a PURPOSE! Have you ever seen a public speaker pace back and forth while she talks? It's irritating because there's no point to what she is doing. As a public speaking coach, I tell students to "move with a purpose". The same advice applies to every action you take...act with a purpose. If you don't know why you're doing something, there must be something better to do. Do that instead.

Creating a Mission Statement

Jason Romrell (Business Attorney and Success Advisor) — Wed, 04 Feb 2009 10:45:16 -0600

Developing a mission statement is about focusing on what you want the business to accomplish that is MEASURABLE from an outsider's perspective. The mission is not a "soft" statement full of hope and good feelings...it's a MISSION, as if you're heading to war (not sure I like a war analogy, but it fits for crafting a mission statement). The hope and good feeling is for the company's vision.

Consider Desert Storm (part one). The mission was to "remove the Iraqi Army from Kuwait". Nothing about "freedom" (although that was implied). Nothing about right or wrong (again implied). Nothing about how it will be done. Just a measurable MISSION to accomplish. To achieve your mission, the details will be developed through strategic planning, but the mission stands alone.

A lot of companies have mission statements that, in my mind, are more "vision" or "value" oriented. I don't see the need for two vision statements, even if one of them is called a "mission". Here are some examples of good and bad:

Albertson's: Guided by relentless focus on our five imperatives, we will constantly strive to implement the critical initiatives required to achieve our vision. In doing this, we will deliver operational excellence in every corner of the Company and meet or exceed our commitments to the many constituencies we serve. All of our long-term strategies and short-term actions will be molded by a set of core values that are shared by each and every associate. [Too soft and profoundly nondescriptive]

Levi: People love our clothes and trust our company. We will market the most appealing and widely worn casual clothing in the world. We will clothe the world. [Great...shoots very high, but measurable and a great tool for focus. Does Levi do designer suits or prom dresses? Nope...not "casual" as specified in their mission. They have clear focus on their product and who they're selling to]

Kerr-McGee Corporation: Create value for shareholders through the energy business. [What is value to a shareholder? Does $0.01 divident per share fulfill this mission? I don't think this one is clear enough]

IKON: Helping our customers manage document workflow and increase efficiency through best-in-class products and services. Fostering the growth and development of our employees. Providing a distinct advantage to our suppliers as a distribution channel of choice. Growing shareholder value through strong execution of our strategies. [Good. Growing value is better than "creating value" (see above). Most elements in this miession are measurable]

Applied Materials: Applied Materials' mission is to be the leading supplier of semiconductor fabrication solutions worldwide-through innovation and enhancement of customer productivity with systems and service solutions. [Good...measurable]

Avaya: Provide the world's best communications solutions that enable businesses to excel. [What is "best"? Through whose eyes is this measured? I'd have preferred to see "market domination" or "provide comm servides to 80 of the Fortune 100...]

Auto Nation: To be America's best run, most profitable automotive retailer. [Good...most profitable is something you can measure...although "best run" is a bit on the hard-to-measure side]

Estee Lauder: The guiding vision of The Estee Lauder Companies is "Bringing the best to everyone we touch". By "The best", we mean the best products, the best people and the best ideas. These three pillars have been the hallmarks of our Company since it was founded by Mrs. Estee Lauder in 1946. They remain the foundation upon which we continue to build our success today. [Love this one because it defines "the best". Still a bit touchy feely since "best" could mean a variety of things, but I believe this mission gives focus to everthing the company does, from hiring to R&D to marketing, etc.]

Lincoln Financial Group: As one of the country's premier financial services organizations, Lincoln Financial Group is committed to providing its customers with the life insurance, retirement and investment products and services they need to maintain their quality of life. As a concerned corporate citizen, the company's Foundation has sustained a strategic philanthropic program to improve the quality of life in the communities where our employees live and work. [This one leaves me wondering whether it's good or not, which probably means it's not good because it doesn't move me. I get hung up on "maintain their quality of life" since I don't know what that is...or if it's even consistent within their ideal customer base]

Family Dollar: For Our Customers-A compelling place to shop...by providing convenience and low prices. For Our Associates-A compelling place to work...by providing exceptional opportunities and rewards for achievement. For Our Investors-A compelling place to invest...by providing outstanding returns. [Almost good. Not necessarily measurable, but good for providing focus and direction]

Here's a good case study to illustrate WHY a good mission statement is important and should be followed to provide focus. Fred's Grocery:

As an example of how a company mission statement can serve as a focus for improvement in your business's performance, consider the case of Fred's Grocery, a small one-store business, which suffered sales declines when a large chain supermarket opened a store in the neighborhood.

Fred initially considered lowering prices and adding many new items to compete, at great expense and lower margins. However, a family discussion about the "mission" of Fred's Grocery caused Fred to respond in a less direct, less costly, less risky manner.

Fred and his family realized that their mission was to serve the convenience needs of local, upscale neighborhood shoppers for specialty items and "fill-in" grocery items that they needed. The majority of Fred's shoppers spent an average of only $12 ($5-$25 per visit), considerably less than at the larger chain store. Fred and his family decided they would offer more services and specialty items than the larger chain store. Their array of specialty goods, prices, and services also separated them from convenience store chains like 7-11.

Fred's carried all groceries to the shoppers' cars and apartments and delivered gift baskets/flowers, at no extra charge within a five-block radius of the store. They also added specialty items to their store, putting in an espresso coffee bar, wine kiosk, and food/flower gift assortments. They upgraded and limited the amount of fruits and fresh vegetable selections and added fresh, warm breads and cookies.

After one year, Fred's Grocery realized its best year ever and increased both shopper traffic and average sale by 100 percent to an average of over $25 per shopper. Fred felt the new chain store was the best thing that ever happened to his business, thanks to the time he took to discuss and refine his mission statement!

(Source for case study: http://www.toolkit.com/small_business_guide/sbg.aspx?nid=P03_4002)

(Source for mission statements: http://www.missionstatements.com/fortune_500_mission_statements.html)

New Look...Feedback Appreciated

Jason Romrell (Business Attorney and Success Advisor) — Sun, 28 Dec 2008 14:56:37 -0600

I have been working with a fantasic marketing team in Boise, Idaho. They're known as Tricycle and they are superior craftsmen in marketing, graphic design and Web 2.0. You can see some of their work and get to know them better by visiting www.thetricycle.com. They are not limited to the Boise area. In fact, they've done great work on national accounts. I'd highly recommend them if you want to develop a better brand that represents who you really are.

Tell them Jason Romrell referred you. You'll get first class service and exceptional results!

Movie Talkers Beware!

Jason Romrell (Business Attorney and Success Advisor) — Sun, 28 Dec 2008 11:51:19 -0600

Does this story speak to the wisdom or folly of gun control? Does it address whether our society is becoming less tolerant (or more angry)? Is this story about how some people are unaware of how their actions affect others? Shocking, to say the least. This will make me think twice before I go to the movies...especially with my children.

http://www.cnn.com/2008/CRIME/12/27/movie.shooting/index.html

FUN is part of our culture!

Jason Romrell (Business Attorney and Success Advisor) — Sat, 27 Dec 2008 12:09:12 -0600

As a continuation of my previous posts on "Culture", we believe that work and play and life in general should be FUN! Here's how we embody this point of culture:

"I view my life as a journey to be enjoyed and appreciated and I create an atmosphere of fun and happiness so all around me enjoy it as well."

Most people know that fun and productivity are closely related. If work is a drag, use the "Q" word and find something else. You will enjoy life more...and your clients will love you and your business more...if there's a component of FUN in the mix!

Previous points of culture:

Committment; Ownership; Integrity; Excellence; Success; Education; Team Work

Culture in Review

Jason Romrell (Business Attorney and Success Advisor) — Sat, 27 Dec 2008 11:58:57 -0600

The last blog post I wrote about "culture" was about BALANCE. Interesting idea during the holidays, isn't it? How well do we balance work, family, religion, personal development, etc. around the holidays? It seems like a lot of folks sort of hybernate during the end of the year. But isn't everyday as important as the next? Does the calendar dictate what is important...or is every day a chance to balance our business, personal and family lives. Here's the link to my "balance" blog entry in case you want to see it (again). :-)

http://activerain.com/blogsview/700387/Balance-Part-of-our-Culture

Customer Service and Customers

Jason Romrell (Business Attorney and Success Advisor) — Mon, 22 Dec 2008 10:09:51 -0600

It should go without saying that providing excellent customer service is a good idea. Great customer service isn't necessary to run a profitable business...but it sure helps. However, it is worth noting that CUSTOMERS also should provide excellence. I keep thinking of the opposite of customer service, but I'm drawing a blank (suggestions appreciated). Here's the point...and you help me find a label...customers are part of the customer-service process. How customers interact with the service providers often dictates the experience the customer receives. As a customer, I often expect the business to provide excellent service (sometimes even demanding it)...but how much effort do I put into getting excellent service?

I personally have experienced poor service and returned that service with a scowl or ungrateful response. I also have found that a smile and a good sense of humor goes a long way. As customers, let's remember that the "front line" folks we're dealing with are people too...they have lives, stress, challenges, angry bosses, financial concerns, etc. Even if we're not treated as the most important thing in the world, perhaps a friendly joke, a smile or a "how ya holding up" will help melt a cold heart and give the service provider a reason to smile. And, as Dale Carnegie so often pointed out, we can influence people by giving them a reason to want to do for us.

It can all be summed up in the Golden Rule. Do unto others as you'd have them do unto you.

Benefits Sell...Not Features

Jason Romrell (Business Attorney and Success Advisor) — Mon, 15 Dec 2008 09:16:45 -0600

Life is full of lessons on how to run a successful business. Just a few days ago, for example, I was watching a salesperson at my local Gold's Gym take a prospective member though a tour of the club facilities. The salesperson either had not been trained on how to "sell", or he hadn't paid attention to his training. The parts of the tour I overheard included things like "here's the locker room" (obviously!), "the faucets and hand dryers are automatic" (duh!), and "the pool is right through here"...

What could be more exciting that a salesperson putting his hand under an automatic hand drying to show how it works (insert sarcastic tone of voice here)! Automatic hand dryers are a feature, not a benefit. Can something so common be turned into a benefit? After all, BENEFITS sell, not features.

Consider these simple twists.

Salesperson: "In our state of the art locker room, we have automatic hand dryers [feature] which allow the club to control our utility costs, which means we can keep your dues at a lower rate while we reduce our carbon footprint."

Now the salesperson has turned a now-common feature into a benefit. There are other options the salesperson could use depending on how well the salesperson gets to know the prospective member. Here's another potential benefit.

Salesperson: "...and not only do we have sanitizing spray available throughout the gym area, but we also provide automatic hand dryers [feature] which are more sanitary and more environmentally friendly than paper towels. After all, we want our members to help our members improve their health in every way we can!"

Here's my challenge as a business coach to you as a sales professional. Start dividing things into features and benefits. Get to know the difference (what "it is" versus what "it does" or why I should care). Find ways to attach a benefit to each feature of your product (house, mortgage loan, staging business, etc.) Then get to know your prospect well enough to know what matters to him or her the most and explain those benefits which come from the wonderful features you provide.

Let me know how it goes...I love to hear success stories!

Learn to Adapt and Get OUR of Your Comfort Zone

Jason Romrell (Business Attorney and Success Advisor) — Sat, 29 Nov 2008 12:15:34 -0600

I was at the gym this morning...one of very few people who wanted to burn off extra helpings of pumpkin pie. I overhead a guy complaining about a particular piece of equipment that was not working. He was so upset about his preferred machine being broken, that he found a staff member to complain to. The whole problem took over 5 minutes to explain, and still the staff member couldn't help (more on that in another post). The guy was upset...but he should have been happy. In business, as in life, the "comfort zone" is a killer. When you're trying to build a better body, doing the same exercises over and over is NOT the way to stimulate growth and challenge your muscles. Your body wants what's easy and comfortable...but that means you stay just the way you are. If you're average and you're taking the "easy way" in the gym, well CONGRATULATIONS...you'll stay average!

Consider the same approach in business. If the Yellow Pages, for example, is your preferred method of advertising, and you don't track it or change it up, then you're taking the easy way out. How effective is your advertising if you just plug an ad in one (or four) Yellow Pages for a year? Why not move out of your comfort zone, flex your muscles, and really grow! Network (with a plan, of course). Do some educational seminars. Join some professional groups and get yourself into leadership positions.

Whatever you do, just remember you get out of life what you put into it...and the comfort zone isn't where progressive, growth-oriented people will find satisfaction. If you want to get ahead...get OUT of the comfort zone. That's my unsolicited coaching tip for the day. Now go put it to work!

Gittomer is doing a joint presentation with ActionCOACH

Jason Romrell (Business Attorney and Success Advisor) — Sat, 15 Nov 2008 20:54:49 -0600

I just heard...OK, saw AND heard, that Jeffrey Gittomer will be doing a presentation along with some of my fellow ActionCOACH business coaches in Texas! Here's what I saw (and heard): http://www.friscochamber.com/gitomer.htm.

No, this isn't a shameless plug for ActionCOACH, since (as you may know) we're all independent franchise owners and I'm not doing business in Texas (not that I wouldn't mind). I'm writing this for two reasons. First, to congratulate my peers in Frisco, Texas. Gittomer is an amazing sales trainer and a great presenter. Second, to illustrate how a good "host beneficiary" is done. This is a fantastic pairing of two great companies...Gittomer and ActionCOACH. They both draw their own attendees and both will provide something of value, albeit different things. The end result is a huge synergistic win for attendees.

Consider how you might use this model in your own marketing efforts...no matter your business there may be a way this idea (or spin offs of it) would work for you. Best of success!

Spell Check Mystery

Jason Romrell (Business Attorney and Success Advisor) — Sat, 15 Nov 2008 08:11:30 -0600

I just posted a blog about Measuring and Testing your marketing. You can see it here it you're interested: Measure and Test. What made me laugh was when I used the AR spell check function, the following work came back as misspelled: "blog".

Technology is our friend to be sure, but our world is constantly evolving and changing. It's never enough to "just maintain". As has been said by many excellent philosophers, coaches and business gurus, you're either moving ahead or falling behind! Funny how something so small, like a spell check issue, can bring such wonderful reminders of success to the mind. Today, I'm moving ahead!

One final thought (I know, this is a bit random)...Jim Rohn said if you don't like where you are now, MOVE...you're not a tree.

Measuring Your Marketing

Jason Romrell (Business Attorney and Success Advisor) — Sat, 15 Nov 2008 08:06:01 -0600

I just read an interesting post about YouTube. It was written by a service provider who was kind enough to share some valuable info on YouTube's reach (or potential reach). Like all good "salespeople", this blog poster gave something of value before expecting me to become a customer.

That blog post reminded me of one of the most critical functions in business (something I love to share as a business coach) when you're using more than one marketing campaign. In other words, if you're using YouTube, newspaper, blogs, email blasts, etc., you need to perform this one critical function to know what's working and what's not working so you know where to spend your money, time and energy.

That critical function is to measure and test each individual campaign. Sounds simple. Keep it simple. Please read (or reread) my earlier blog on this point: Measure and Test. Don't waste a penny of your money or a calorie of your energy on something that doesn't work...and if you don't measure and test, you'll never really know what that is!

New FREE Marketing Tool Launched. Check Them Out!

Jason Romrell (Business Attorney and Success Advisor) — Wed, 12 Nov 2008 23:43:57 -0600

I just signed up for BizReach.com today. The company just recently launched their website, which is a free service for people to get their name out to other businesses and consumers. It took me only about 10 minutes to input my information and create my own "profile" complete with one of my company logos and other contact information. Free is a pretty good deal, right? Check out my BizReach.com link by going here: Jason's BizReach.com Page

As a business coach, I'm always proud of new businesses. Business owners are some of the hardest working people in America. Starting a new business is stressful, expensive and risky, so my admiration goes out to BizReach.com and every other small business owner and entrepreneur! You are part of America's great success.

I have no fiscal or other interest in BizReach.com...none at all. I just think you should check it out and maybe even create your own profile...no pain and no hit to the wallet!

Note on Eagle Chamber Meeting Today, Nov 11

Jason Romrell (Business Attorney and Success Advisor) — Tue, 11 Nov 2008 07:01:22 -0600

I just found out that The Eagle Chamber of Commerce luncheon, which is at noon Wednesday at the Eagle Nazarene Church, 1001 W. State St., is sold out. Apparently there are a limited number of additional seats without lunch which are still available at no charge. If you want to attend, call the chamber at 939-4222.

Joe Estrella of the Post Register wrote a good article about the presentation I'll be doing. You can read that article here: http://www.idahostatesman.com/business/story/566914.html

Thanks for Nate Wheeler, GREAT Boise Realtor

Jason Romrell (Business Attorney and Success Advisor) — Mon, 10 Nov 2008 19:13:48 -0600

It's wonderful when you have friends in business you can rely on in a pinch. Nate Wheeler, a great Boise Realtor with Coldwell Banker, is such a friend. In preparing a presentation for tomorrow with my local Chamber of Commerce, Nate was kind enough to provide me statistics for the Boise area which suggest that the market around here is actually in really good shape compared to the U.S. as a whole. His stats, which really are impressive, support my claim that Boise is a great place to be during an economic downturn...

Want to know more...come to the Eagle Chamber of Commerce luncheon tomorrow. Or just wait until I post a follow up to my presentation there!

Thanks Nate for your help!

FUN! My new shortcut for WTF...Where's The Fun?!?

Jason Romrell (Business Attorney and Success Advisor) — Fri, 07 Nov 2008 13:48:58 -0600

I view my life as a journey to be enjoyed and appreciated and I create an atmosphere of fun and happiness so all around me enjoy it as well.

Hey...if it's boring, stress-filled or cancerous, then WTF? Where's The Fun?!?! "Work" should be a means to an end. Do you know what your "end" is? Do you, as Covey says, work "with the end in mind"? (BTW, I'm not talking about death as the end...I'm talking about building a life that you can enjoy...what does that look like to you?)

Consider that you have a choice in how you feel...your mood...your mental frame of mind. Who's going to knowingly select misery, anger or depression over FUN? Think about it like this. Life is an illusion. It is what we make it. So why not create an illusion we LOVE! I'm in the middle of Rules for Renegades by Christine Comaford-Lynch...she inspired the "life is an illusion" thought. Give it a try! And remember WTF!

Committment; Ownership; Integrity; Excellence; Success; Education; Team Work; Balance

Head Trash--The Latest Buzzword

Jason Romrell (Business Attorney and Success Advisor) — Wed, 29 Oct 2008 18:03:58 -0500

I keep hearing this term "head trash". It comes up almost daily in meetings and on conference calls. Head trash is a pretty graphic image, isn't it? Reminds me of the game "What in Ned's Head?" (my girls love that game). Head trash...a bunch of electrons and synaptic connections that need to have their butts whipped!

Is head trash a good enough metaphore to stand the test of time? Will this term stick around for a while? I think it will, since it's such a catchy image...and since our minds think in images, this one probably will have some staying power.

Most people I've talked to about head trash believe that it is just negative feelings and the negative thinking that follows those feelings. Who puts this crap in our heads? Just like the garbage bin in your kitchen, you fill your own head with your own head trash. That means you can control the crap that goes in there and stop taking up space with stuff you'd just as soon send OUT to the landfill. If you control the stuff going into your head in the first place, you'll have less garbage in their already! That means positive affirmations, great books, less TV, more inspirational and motivational music, etc.

Our minds are the most powerful tools we can have for success...and if we want it, we'll have it! It's not easy to keep your head trash out, but it is possible...just takes focus and determination. Decide today to fill your head with good stuff, not crap. Start off your day with positive reinforcements, good thoughts, happiness, laughter. Avoid negative news and negative people. Do whatever it takes to keep your head in the right place so you can obtain success!

Consciously Incompetent (duh)

Jason Romrell (Business Attorney and Success Advisor) — Thu, 23 Oct 2008 14:48:37 -0500

Of the four stages of learning (or experiencing life), I recently fell into the second category as it relates to the ever-growing Twitter phenomenon (I'm @upyourbiz...if you're already in the know).

The first stage of learning is the "unconsiously incompetent". Think baby. Doesn't know anything and doesn't know he or she doesn't know it. The second stage...well I'll get to that in a minute (anticipation...are you feeling it?).

The third stage of learning is the consciously competent. Think teenage driver. The teen may know how to drive (and might do it well), but hasn't been driving enough that everything happens "automatically". The fourth stage of learning is the "auto pilot" stage. Have you ever driven from point A to point B and not even realized you'd been driving? Ever functioned "in a trance" and actually got something done? That's stage four...which is unconsciously competent.

So back to the second stage...where I was when I signed up for a Twitter account. That's where you know (conscious) that you don't know something (incompetent). I signed up for this account and now I have 14 followers. Wow...know what?

Twitter, if you don't already know (I'm obviously not talking to stage 3 or 4 learners) limits your comments to 140 characters...so you have to be brief. It also sends updates to cell phones (which I'm embarrassed to say I haven't figured out). But here's where I need some tutoring. Some people talk politics. Is that a good idea? Some people talk social views...some openly display biases...even hate for certain classes of people. Others shamelessly plug themselves or their products/services. What are the rules? What can or should be Twittered? Am I even breaking the rules by asking for a copy of the rules? I can hear some people saying "it's not about rules..." or "you'll figure it out." But in my mind, you burn a few people, you can suffer death by Twitter where you'll be castigated by the masses for violating the unwritten rules you should have known about in the first place. (Hmmmm...if a good rule book or Twitter for Idiots hasn't been written, seems like there's a need that an good entrepreneur could fill).

I feel like one of my daughters when they were younger and in the consciously incompetent stage. You know the string of questions..."why...?" Follow by "why...?" Followed of course by "how come...?" and "well why...?"

Anyone want to offer me up a quick and easy tutorial...in 140 characters or less? I need a "get to the point coach" here. Send it to me @upyourbiz if you're up for the challenge.

RedBox...an example of innovation, and how it can HELP you!

Jason Romrell (Business Attorney and Success Advisor) — Sat, 20 Sep 2008 23:56:50 -0500

Ahhh...the power of the RedBox. What a killer concept, right? Oh, if only I'd though of it first! When I was in Japan a couple years ago everything was available through a vending machine. Looks like we're catching up with our overseas friends. Great stuff right? Well...what if you're the local video store...you know, the old fashioned "brick and mortar" kind? Aren't you going to be a little upset that you're losing to a $1 rental outfit that doesn't have a fraction of the overhead you do...and doesn't have high school kids with attitudes running the place!

I was at the RedBox just today and was having many of these thoughts (for the umpteenth time). Then I realized the RedBox is just a sign-from-on-high that we need to be more AWARE of what we're doing, how we're doing it and who we're doing it to! Yes, the RedBox is a killer idea, but it will only drive video stores out of business IF those stores are not smart enough to look around and see what they do (or can do) exceptionally well that the RedBox can't or won't do well or at all.

Ideas that I would share with my local video store:

The RedBox can't "add another cashier" if the lines get too long. Today, for example, I waited over 12 minutes for my RedBox video rental because the vending machine can only serve ONE customer at a time...and if the people are slow or just browsing, then it takes a long time to get through the line (beyond the average 3 minutes for a "regular" transaction).
The RedBox, in many areas, is exposed to the elements, which means if it's raining, snowing, sun-shining or whatever, the customers (heaven forbid they're in a long line) are also exposed to the elements. If the average transaction takes about 3 minutes and their are 3 people in front of you, that's nearly 15 minutes in whatever crummy weather you're standing in.
The RedBox has a limited inventory. Brand new releases (as opposed to "new releases" that are already months old) are frequently sold out. Do you think RedBox could offer a "guaranteed-in-stock" promotion? Heck no!
What happens when you take your RedBox DVD home and it skips...or doesn't play properly? Who ya gonna call?
What abourt upgrades, exceptional customer service, amenities, etc. The RedBox (for the time being) isn't dispensing popcorn or other snacks. The RedBox can't give you a smile and thank you for doing business...or even walk down the aisle with you to find that one particular movie you really wanted to see. The RedBox doesn't have catalog titles, may never carry "artistic" films (versus movies), won't stock older flicks and won't be able to innovate with other products like video console rentals, in store demos, etc.

I could go on...but I'm sure you can see how this applies to your business. If you're a "victim" of a competitor with a cutting edge idea or new process, are you really milking that victim mentality, or are you sitting down (preferably with your business coach) and looking at ways you can exploit and profit from your competition's limitations and weaknesses. There are lots of things the corner video store could do to make the RedBox look like the WalMart of high-end department stores...but you have to be able to step back and see what's happening...then find effective ways to push those challenges in your favor.

So if you're a realtor up against a "rebates" agent...or a full service no compromise 6% commission earning agent going up against a flat fee agent...consider what you can (and should) do to set yourself apart, add greater value, provide services that can't come with the low-end providers, etc. Let your incredibly powerful mind do some work! Use the RedBox as a source of inspiration...it's a great idea but it's also a wonderful catalyst for the local video store to do some incredible things!

Boise Capital Club (Private Club)

Jason Romrell (Business Attorney and Success Advisor) — Sat, 20 Sep 2008 02:08:34 -0500

There's a wonderful new opportunity coming to Boise, thanks to the brave and exciting vision of Michael & Allison Gillis. It's called the Capital Club, a members-only club where business professionals can relax, socialize, conduct business, grab a hot lunch or a no-reservations evening dinner in a comfortable, inviting and high-class environment. What a great concept (nothing new in bigger cities...but to this Idaho boy it'll be my first "private club").

What's the appeal? It's not a prestige thing (at least not to me). In fact, I think in this area the "snob" approach will backfire. No...for me, the appeal is two fold. First, I can see myself conducting business at the club...taking prospects for a comfortable lunch meeting in a semi-private environment where I have all the resources I need at my fingertips. I can discuss contracts, make small group presentations and answer questions, all with a full bar, restaurant service and technology at my disposal. Second, I can see myself making business contacts and friendships with other memebers and guest...connections that will help myself and others do better business with better clients. It seems like a win-win to me.

If you've had experience with the private social clubs, I'd love your feedback. Good value? Good for business? Worthwhile socially?

If you're interested in learning more, check out this info (look for the PDF files as you follow the link):(www.capitalclubboise.com)

Balance. Part of our Culture.

Jason Romrell (Business Attorney and Success Advisor) — Sat, 20 Sep 2008 01:45:21 -0500

Consider you're on an airplane flying to some remote island far away. You're comfortably seated in a large leather seat in first class, stretched out with your shoes off, a good drink and a friendly passenger next to you. You can't wait to get to the island and have a couple days of much needed relaxation. But then, minutes after you pass the "point of no return" the pilot comes on the PA and announces in a somber and scared voice that there is a significant fuel leak. "Ladies and gentlemen, it looks like we might have a problem reaching our final destination. It may be necessary to make a water landing. Please prepare yourselves..."

You pull out your cell phone and realize you have service, thanks to the plane's satelitte communications systems. Your first call goes to...

Who?

What if you knew your time was almost up? Would you call your stock broker (ugh...that's bad news anyway). Would you call your personal banker or your favorite car dealer? Would you call your clients and apologize for not being able to finish their loan or close on the home of their dreams? Who would you spend your last few minutes with?

Hopefully the answers to these questions will yield some perspective. It's interesting to see how we treat others in our day to day lives...and how we treat our family and friends. I know I've been guilty of giving 110% to my clients and saving only a few leftovers for my family. At the end of a long day, who gets the short end of the stick? Usually the people we love the most. It is meaningful to me, then, to realize and reinforce in my mind regularly that BALANCE is critical. Here's what balance means to me and my business coaching firm:

I have a balanced approach to life, remembering that my spiritual, social, physical and family aspects are just as important as my financial and intellectual. I complete my work and my most important tasks first, so I can have quality time to myself, with my family and also to renew.

Imagine the time and attention we could share with our loved ones if we perfected the skill of completing the most important work tasks FIRST instead of allowing ourselves to get sidetracked with the less important but easy-to-complete tasks. As Brian Tracy recommends..."eat that frog for breakfast"...and free up more time for the more important things.

Some of our other Points of Culture (the ones I've covered so far):

Committment; Ownership; Integrity; Excellence; Success; Education; Team Work