You Rock!

Happy Heart Day!

A few weekends ago I was walking at Carolina Beach, NC, and spotted these hearts. What a find! Heart-shaped sand fulgurites – petrified sand made when lightning strikes the beach. While this part of NC is known for these lightning strikes, I’ve never seen any so beautifully formed.

In my 25 years in the cable industry, I’ve learned that some of my greatest “heart moments” have come through the “lightening times.” Software bugs happen. Cable boxes reboot. My customer is not happy. Not a fun time to be a sales person but certainly an opportunity to show the customer my commitment and friendship. 

Every job has its challenges. When lighting strikes, the best formula to turn the lighting into something more meaningful is to face the facts and move forward:

• Be truthful. Lay the facts and the problems on the table. 
• Set Expectations. Your customer will help manage the situation if he/she knows what to expect. ¨Again… Be truthful!
• Roll up your sleeves to doggedly get things fixed. Be their advocate within your organization. 
• Partner. Work through the trials and tribulations together.

A business professor at Penn State – James Porterfield – became one of my mentors and remains a friend today. He would often say, “People do business with those they like.” 

We all like the people who will get in the trenches with us.  It’s in the trenches when you get to know the person. Favorite football teams, music, movies or plays. Family stories and family traditions. All through the simple conversations with your sleeves rolled up. 

So, on this V-Day, I send “shout outs” to the many friends I’ve met in the trenches after the lightening strike! You Rock!