leadership dot #4536: pops

The Boston Pops are separate from the Boston Symphony but still “part of the BSO family.” Their introduction quoted former director Arthur Fiedler who said: “We only play one kind of music, the interesting kind.” Classical music purists may not agree, but thousands of people enjoy the Pops’ familiar and approachable performances each year.

The Pops became a spin-off from the full Symphony in 1885, “to spread wider the potential audience and to not just cater to a certain group of people with certain musical tastes.” This recognition that not everyone enjoyed the same type of music has allowed both groups to flourish in their own way.

The Pops aren’t the only ones who have segmented how they are organized. Companies do this now with research and development. Churches offer certain services with different music or in alternate languages. Charter schools often focus on a specific discipline area. Music ensembles create sub-sets for alternate genres or compilations of performers. Private banking units are created to serve specific customers.

Think about whether your organization could benefit from creating a separate entity as part of your “family” of offerings. It could become a POP-ular way to expand your reach while retaining your core.

The Boston Pops Holiday Concert

leadership dot #4535: skater

Undoubtedly, you have heard about the horrific plane crash in Washington, D.C. that took the lives of 28 ice skaters. Tragedy is not new to the skating world, as the entire U.S. Figure Skating team and coaches died in 1961 in another crash in Brussels on their way to the World Championships in Czechoslovakia.

It reminded my friend of a story from 1960, about a 15-year-old U.S. figure skater who was a “sure thing” to make the Olympic squad. However, during the tryouts, nerves got to her and the skater fell three times, failing to make the team. Consequently, she was not on the plane that crashed…but went on to marry and have 11 children. Although she was undoubtedly devastated by missing out on the Olympics, she had a different, but robust and presumably happy life.

My friend thinks of this story a lot when things don’t go according to what she had planned. “I’m the girl who didn’t make the ice skating team,” she tells herself when her life throws her a curve ball or something goes awry.

If you can get over the disappointment from unmet expectations, you can become open to the possibility that something different, but good, can come from the alternate situation. Embrace the life that comes after you don’t make the team.

Thanks, Joan!

leadership dot #4534: imaginary

Everyone who has been to an airport is familiar with the arrival/departure boards. At the Austin, TX airport, they capitalized on that knowledge to create a similar board with imaginary destinations. The electronic signage rotated just as real ones do but offered Interimaginary departure times and airlines. Flights were “scheduled” to places such as Hundred Acre Wood, Narnia, Moosylvania, Neverland, Peyton Place, and Shangri-La, via DystopiAir, Oddyssey Airlines, Wistful Airlines, and UtopiAir. It was a fun diversion to watch while sitting in the real waiting area.

Can you adapt this fantasy idea to something in your organization? Maybe you can make a mailbox for a fictitious character or your long-ago founder. Perhaps you can create a schedule or class roster of famous people, or it could be possible to generate a surgical schedule with Frankenstein or other monsters.

Take advantage of what is known to create some levity with an imaginary version of that reality.

leadership dot #4533: associated

There have been many brand partnerships and extensions lately, but three of the newest ones have baffled me:

  • Cheetos + bath dust — who wants to be Cheeto-colored in the tub?
  • Crumbl + Dove — do you really want your cookie flavor associated with soap?
  • Dunkin’ + Native — donuts and deodorant? What is the possible connection?

I’m all for collaboration and working with others, but some of these pairings make no sense to me. Before associating your name with another product or organization, look past the finances to see how it aligns with your values and reputation. Together isn’t always better.

leadership dot #4532: pitch

It’s hard for most people to do their own bragging. In What’s Next, co-author Mary McCormack says “I’d rather eat glass than write about myself.” Many feel the same way about creating their own dating profiles or singing their praises to prospective connections.

To overcome this hesitation, a bar in Boston hosted an event where people could “Pitch-A-Friend” and share a five-minute slide show to promote their friend as a potential date. The brewery urges people to share “their quirks, perks, and whatever they’re looking for in a relationship — no roasting allowed!”

You don’t need a special invitation to pitch your pal. You know someone who would be good for someone else. On this day of love, think about how you can be a conduit to make connections personally or professionally for those who you admire.

leadership dot #4531: ten words

It’s easy to make proclamations or promises about all the wonderful things you are going to do or problems you are going to fix, but it’s a lot harder to back that up.

I am reminded of a scene from The West Wing where fictional president Jed Bartlet challenges his debate partner: “Ten-word answers can kill you in political campaigns. They’re the tip of the sword. Here’s my question: What are the next ten words of your answer? Your taxes are too high? So are mine. Give me the next ten words. How are we gonna do it? Give me ten after that, I’ll drop out of the race right now.”

I think about the “ten-word” concept when I have ideas I want to pitch. It’s one of the reasons why putting something in writing makes a greater impact than just verbalizing an idea because putting something on paper forces you to consider those ten words and what comes next.

Listen for those second ten words. If you don’t hear them, it’s just bluster.

Source: The West Wing Game On, Season 4, Episode 6

leadership dot #4530: radio silence

Yesterday, I wrote about a stellar service example (dot #4529) while today I’ll share the other extreme. Our local newspaper believes it is necessary to change its print schedule from six days/week to three days/week. Soon after that decision was announced (but before it went into effect), our carrier quit. As a result, the paper I used to read every morning now arrives closer to noon — still six days/week, but of far less interest by the end of the day when I get it.

I have received zero communication from the newspaper about this, even though it has been going on for weeks. No explanation, let alone an apology. Heaven forbid, no rate adjustment. I only know that the carrier quit because I flagged down the person who delivered it and learned that she was just “helping out” because of the resignation of the carrier who had 11 routes.

If this many people are affected, it would seem wise to have explained it, or, ideally taken extraordinary steps to rectify it. But nothing. Radio silence. So, every morning, instead of reading my paper, I instead call circulation and file a complaint with the robot, which is unacknowledged as well.

Brands and businesses are all about trust. Be like the flight attendant and not the newspaper to build yours.

leadership dot #4529: carry on

A friend recounted the story of attempting to carry his fly-fishing rod onto a flight. This was a particularly sentimental object, having been custom made, received as a gift, the first rod that spurred an extensive life-changing pastime, and with great monetary value as well. Although he had brought this item on board many times before, the surly agent was not having it and required that it be gate-checked.

When he boarded, the flight attendant cheerily asked how he was doing, and the distressing story was recounted. He was quite unhappy and worried that his precious rod would not be returned safely.

A few minutes later, she approached him with the item in hand. This attendant had understood the value, knew it was not a prohibited item, and took it upon herself to retrieve it. It cost nothing yet significantly relieved his anxiety and enhanced his experience.

That is what service looks like. Having the process to ask about a situation, the empathy to understand the distress, and the wherewithal to do something about it in real-time. A sympathetic response would have done nothing to remedy the angst. An apology from the airline would not have mattered a few days later. Even a safely returned package would not have remedied the situation. The time to make an impact was in the moment, and the attendant achieved that.

When you see something run amuck, the expediency of the empathy determines the effectiveness of the response.

leadership dots #4528: get it down

I’m one of those people who first reads the Acknowledgements pages of a book. Somehow, it gives me context for the writing to come and helps me appreciate all the effort that went into publishing the words I hold in my hand.

In The Tuesday Murder Club, I received a piece of advice along with the back story. Author Richard Osman wrote that his friend always reminded him to “get it done, then get it good.” Of course, it’s a brilliant mantra for writing, but I believe it applies to most work we do. We procrastinate while seeking perfection, make the task seem too daunting to start, or stop prematurely when we get stuck.

I have written before that the main lesson that has stuck with me since college is that “writing is different than editing” (dot #48). It’s the same premise. Get it all on the page, then fine-tune it.

No matter how you say it, the advice is the same. Just start.

Source: Lucy Prebble as quoted in The Thursday Murder Club by Richard Osman, 2020.

leadership dot #4527: partner

There are super fans whose love of their NFL team knows no bounds. Lowe’s is ready to capitalize on this obsession by partnering with the NFL to offer paint in the official team colors. Whether for the home theater, “man cave,” patio, or recreation area, the full complement of Home Team Picks are available in both indoor and outdoor options.

Of course, fans could choose existing colors and come close to the palette of their teams, but by offering an officially licensed product it appeals to the affinity people have for the franchises and makes selection easy. Currently, the NFL paint collection is the only offering, but if successful, it provides opportunities for other professional and collegiate teams.

You wouldn’t initially think of hardware store plus football, but it could be a lucrative partnership for both — increasing sales as well as fan loyalty. Think broadly about who may benefit from a relationship with your customers and see if you can’t paint a picture that includes a future together.