Tag Archives: life lessons

Garlic And Customers

Friday means time for our Foodie Fun screed.  Today, I want to talk about garlic.

An Ikea garlic press, with pressed garlic.

(Photo credit: Wikipedia)

You’ve probably cooked with it and I’m dead certain you’ve eaten it.  One thing you’ve probably noticed as you’ve done either is that raw garlic can have an unpleasant, sharp, hotness about it.  If you turn up the heat and try to cook that out and aren’t careful you can burn it, which makes it incredibly bitter.  Even when you cook it carefully, if you do your prep work on the garlic too early and it sits, the flavor can be off.  Who thought something so small could be so difficult!

The root of the problem is something called allicin, which is a compound that forms when you cut into the cells and continues to build as it sits.  The way to handle the build-up is either not to let this happen in the first place, giving it immediate attention by cooking it or to put the chopped garlic into something acidic such as lemon juice to convert the allicin into a few more mellow compounds with long, hard to spell names that also form when the garlic is cooked (they’re sulfides for you chemists out there).  You’d do that for a salad dressing, for example, where you’re using raw garlic.

I realize this is a business blog so you’re probably wondering what the heck garlic has to do with your business.  What came to my mind was how we deal with other people – customers, clients, co-workers, and bosses.  Once something injures them – as when we cut garlic – the defense mechanisms spring into action – just as garlic forms allicin.  The longer we delay dealing with the situation, the more of what we don’t want builds up – allicin or anger, in the case of the humans.  We need to handle problems quickly, either by resolving them or by putting them into a context that allows us the time we need to formulate the solution.  Reacting with intense heat – burning the garlic – usually doesn’t work too well.  In the case of the aforementioned groups, letting them know you hear and understand their situation and that you are working to resolve it is the equivalent of the gentle heat needed to turn raw garlic into something fragrant and delicious.

I don’t advise mixing my metaphors here –  dealing with a teed-off person face to face after eating garlic isn’t going to help matters.  However, the lesson we can learn from the plant just might!

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The Equipment

For our first Foodie Friday post of the year let’s talk about kitchen equipment.

VIKING STOVE

(Photo credit: CRYROLFE)

I’m very fortunate to cook in a kitchen that’s equipped with just about every tool for which a cook can ask. Some of these things are designed for a specific purpose (boning knife), some are improvements over an existing tool (a Microplane vs. a box grater) and some are just silly (cherry pitter).  The appliances are the highest grade of equipment available to a home cook.  When friends or family come over I can usually serve them something which they enjoy and of which I’m proud.

Sometimes, however, I cook elsewhere.  The stove is usually electric, the oven temp is often off, the knives may be dull or only serrated and small, the pans might be flimsy.  The expectation from those folks whom I’ve served before and for whom I’m cooking now is that they’ll get the same sort of meal they received from my own kitchen.  Frankly, that’s the expectation I have too.  Which is the business point.

We can’t blame the equipment.  How many writers don’t write because they lack screenplay software?  How many times have you heard a budding director say they’ll make their movie when they get better equipment?  Can’t exercise because there’s no gym?  What about in business – would you accept a subordinate’s excuse that they couldn’t complete an assignment because their computer failed?  As a consumer, are you mollified when a restaurant fails to honor your reservation because “the system is down?”

Part of being good at what we do in business is accepting responsibility and not allowing impediments to become excuses.  I’m embarrassed when I serve what I deem to be less than my best meal even if I’m cooking in a strange kitchen with rudimentary tools.  I’m sure most of you feel the same way.  Yet we often don’t translate that into our business lives nor enforce it as a standard on our teams.  We can’t blame the equipment – we play the hand we’re dealt.  The test is to see who can produce consistently great work in any environment.  Even if it lacks a cherry pitter!

You with me on this?

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The Most Important Thing I Learned This Year

Sometimes things that are very personal can also be important to a much wider sphere. Today is one of those things, I hope, and it’s a good one with which to end 2012.
As my brother lay dying a month or so ago, he said something that really stuck. He had a very rare form of cancer, one which even if it had been caught very early might not have been curable. While Mike was never one for much (if any) self-pity, on this occasion he indulged himself just a bit. What he had to say was a very important thing for your business life and that’s what I’d like to share.

“Why didn’t I take a day off and go to the doctor? Why didn’t I tell a client I can’t meet? Why did I keep going to the office?”

He knew – long before it was obvious to any of the rest of us – that something was wrong yet he felt a responsibility to his job and to his clients to put them first.  Obviously, I’m a big believer in that – I write often about a customer-centric focus.  However, what I learned this year was that if you’re going to serve your clients well you also need to be in sound enough shape physically and mentally to do so.  That requires that we take some time away.  Shut down the email, turn off the cellphone.  Go play a video game or golf or cook or read a non-business book.  Treat yourself as you would a client – they deserve some focused, uninterrupted time and so do you.

As I said, even if he had gone to the doctor the outcome might have been the same.  What might not have been, however, was how he used the time he had left and how he was treated to determine that time.  Mike’s lesson wasn’t exactly something I learned for the first time this year but this time it’s stuck.  I hope he can help it stick with you as well.

Enjoy a day or two off – on to a great 2013!

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