Stronger Business Quote: Thomas Edison

I never perfected an invention that I did not think about in terms of the service it might give others...I find out what the world needs, then I proceed to invent.

-- Thomas Edison

This quote underscores the genius of linking market research to product development.

Job Satisfaction Impacts Retainment Capacity

We've all heard how keeping employees happy keeps employees on the payroll, and that job satisfaction includes thinks like being inclusive, open, appreciative, helping the employee see how his role fits into the larger organizational mission, providing opportunities for developing skills and following advancement paths, and so on.

Today I came across a quantitiative measure that shows the relationship between pay rate and the probablility of retention that I found very interesting because it presents the information in a way that every business leader can use as a litmus test to see which employees might be lost to a better offer.

W. Michael Kelly of the Saratoga Institute says, "The rule of thumb is that in a healthy job market an unhappy employee will bolt the company for a 5 percent pay increase, but it will take at least an increase of 20 percent to compel a satisfied employee to jump ship."

"Doing something" to show employees that they are valued is better than doing nothing. A thoughtful manager could spend time reviewing an employee's goals (or meeting to set those growth and achievement goals!), send a note of appreciation for a job well done, or appoint a high-potential staffer to lead a new project or initiative, among many other steps.

These things require clear thinking, prioritization, and follow-through, not a big budget, right? It's the strategic use of discretionary time.


What have you done lately to improve job satisfaction at your company?

Saying You'll "Underpromise and Overdeliver" is an Insult

C'mon, people are smarter than that cliche gives credit.

If a sales person agrees to set 10 appointments next week when she really expects to make 15, don't you think her sales manager will catch on after a week and simply raise the bar?

If a middle manager promises his direct reports 45 minutes for weekly catch-ups and regularly goes an hour or more, don't you think that after the second or third time the staffers will realize the gesture as an empty quantity over quality (depending on how the meetings go) or a terrible example of time management?

If a computer consultant claims to be able to fix a problem (that he's fixed before but not revealed to the client) in less than 3 hours when it actually takes 30 minutes because he wants to promote his "genius" reputation, guess what happens when the hype meets a problem that he doesn't have the answer to in his back pocket?

If an outside accountant promises that batch of 1099/W-2 forms by Friday and you say you need them by Thursday because of another deadline, the accountant should be able to deliver the forms without a long story of how he killed himself to get them to you on time. The martyr story just throws into question the accountant's lack of a system to process this routine request, or lack of project management skills to juggle multiple priorities.

I've heard all of these from client experiences or seen them first hand.

Here's my advice if you've ever done this or feel tempted to do so in the future: stop it.

It's not only insulting to "underpromise" when you know you can do better, but it's a distraction from the true mission of adding value to a business relationship and doing so erodes your authenticity. Focus on the higher priorities and the bigger picture.

That's my position, what's yours? Do you think underpromising and underdelivering is ever a good idea?

Stronger Business Quote: Ralph Waldo Emerson

It is one of the beautiful compensations in this life that no man can sincerely try to help another without helping himself.

-- Ralph Waldo Emerson


This quote provides context for service leadership.

Cap It So You Can Keep It

The EPA's report released a few days ago confirmed previous tests that airline drinking water did not meet the agency's safety standards.

Obvious implication: when you fly, bring your own bottled water; or, request bottled or canned beverages on board, because even tea or coffee can contain the "compromised" water.

Now, here's the part that really makes my turbines spin: From Q3 2004 testing period to the Q4 2004 testing period, coliform bacteria was found on MORE planes, not fewer. In September, it was found in 13% of the planes in the sample, in December, it rose to 17%. That's approaching almost 1 in 5 planes ...and this reading takes place 3 months after warnings were issued!

OK, the airlines are getting an undue share of the public's attention and criticism (so many of us are concerned!). Perhaps we can't make changes to airline operations and stocking procedures. However, let's take a quick check in our own back yard.

What's one small, simple-to-correct flaw, mistake, or weakness in your business that you've been tolerating even in the face of client (or, gasp, government regulatory) feedback?

Three words of advice from this business leadership coach: fix it now.

Cap your water when you travel so you can keep your lunch; cap these energy leaks in your business so you can keep it healthy and growing.

Celebrate Ben Franklin Today!

Ben Franklin's inventiveness, curiosity, talent, dedication to public service, and entreprenurial spirit live on and light our world today, perhaps more than any other American.

Here are a few of my favorite Ben Franklin quotes in honor of this feisty fellow Philadelphian, particularly apt for those who want to build a stronger business:

A cat in gloves catches no mice.

A penny saved is a penny earned.

Lost time is never found again.

The definition of insanity is doing the same thing over and over and expecting different results.

If you'd like to know the power of money, go and borrow some.

Experience keeps a dear school, yet fools will learn in no other.

Human felicity is produced not so much by great pieces of good fortune that seldom happens, as by little advantages that occur every day.

Three may keep a secret if two of them are dead.

There never was a good war or a bad peace.

Laws too gentle are seldom obeyed; too severe, seldom executed.

In this world nothing is certain but death and taxes.

Do you have a favorite aphorism or quote of his that you'd like to share?

Stronger Business Quote: Dolly Parton

If you actions create a legacy that inspires others to dream more,learn more, do more, and become more, than you are an excellent leader.

-- Dolly Parton

This quote reminds us of the essential qualities of leadership in plain English.