Tag Archives: Reality checks

When I’m…

Most of the time, this blog is about you, or at least about something that I think could be helpful to you. Today, if you’ll indulge me since it’s my birthday, it’s mostly about me, although maybe there’s something you could take away as well.

When I was 12, The Beatles put out the Sgt. Pepper album. It had a little ditty called “When I’m 64” on it. While to most of us the song was brand-new, it turns out it was one of the first songs Paul ever wrote and was in The Beatles performance repertoire quite early on (they played it when their amps went out). It seemed kind of hokey to 12-year-old me and the lyrics about being old and losing my hair seemed very far off.

Well, that was in 1967, and if you can do the math, it’s 52 years later. So let’s see – I was 12 and if add 52 that’s OMFG – I’m 64! Well, happy frickin’ birthday, old man. Yep, the future is now. My hair is mostly gone too. I don’t, however, ask myself if I’m still needed (nor do I have Vera, Chuck or Dave as grandchildren). I also realize the song is about getting old together and is sung by a young person. 64, by the way, is still pretty young. That said, may I impart a little wisdom from this almost-aged one?

I try to live in the moment. I’ve made an effort to stop looking back and wanting things to have been different and I try not to look too far forward because things happen each day that affect what the future might hold. That’s not as easy as it sounds, at least not for me. When I do look back, I try not to think of things I would do differently as mistakes but as lessons. I’ve always been a pretty good student and have never had to repeat a class so learning those lessons thoroughly prevents the outcomes I might change from happening again.

Like most of us, I’ve experienced unbelievable joy and unbearable sadness. The trick isn’t, as some folks say, not to get too caught up in either. I think experiencing them fully is the best (and worst) part of being human. It’s when we stop feeling and are emotionally dead to the world that we have problems. I just try to remember that the highs and lows will pass and while each of those extremes affects us in some way, the changes they bring make each day more interesting than the last.

Mostly, what I’ve learned is exactly that: it’s about constant curiosity and learning. Growth and wisdom come from that learning and we’re all in this together, like it or not. Helping others to grow and to learn, as I set out to do as a teacher 40 years ago and still do now in a different way, assures that the world answers the “will you still need me” question in the affirmative. Does that make sense?

Leave a comment

Filed under Helpful Hints, Reality checks, Thinking Aloud, What's Going On

Symptoms, Diseases, And The Long Term

We’re into that time of the year when corporations are reporting their results for the last quarter. I tend to look at any single quarter’s results as a data point and since I’m a believer in watching things through the lens of the long-term, I mostly ignore anything strongly negative or positive unless it’s part of a long-term trend.

I’m sure it’s not a shock to any of you that the cable TV provider business is in a downward trend. I’ve written about this before and you might be one of the millions of folks who have cut their cable cord and gone pure streaming or supplement your streaming with an HD antenna to get your local TV over the air (everything old is new again!). Charter Communications is one of those cable TV providers who is watching their user base deteriorate. This last quarter, the company’s video customers sank by 150,000 subscribers, now totaling 15.8 million. At the same time, their Internet customers grew 221,000 to a total of 24.2 million, which also mirrors what’s going on elsewhere and the aforementioned trends. At the same time, these distributors are getting hit with increased costs for programming – what the cable networks charge the delivery guys to carry their programming (and in theory, the availability of which is why people pay for cable in the first place).

What the CEO said in making the results announcement, however, doesn’t mirror other CEO’s thinking and that’s what I want to highlight today:

Asked why the company doesn’t raise prices to cover increased programming costs, CEO Tom Rutledge said, “If you do a 10% programming price increase and lose 10% of your customers, you don’t really get anywhere and yet you’ve alienated a lot of people. In fact, that’s actually happening and has been happening. I expect continuous fighting for the foreseeable future.”

Mr. Rutledge gets it.  He is not confusing a symptom (customer loss amid increasing costs) with the disease (a rapidly changing business model reflecting consumer resentment at the high monthly out of pocket costs). Rasing prices would, in my opinion, accelerate the negative trend. It would stabilize earnings and make investors happy in the short term, but it’s not sustainable and would ultimately result in disaster.

More of us in business need to think that way. What’s a symptom and what’s the disease it reflects? What’s the right play for the long term even if it hurts in the short term? Does that make sense?

Leave a comment

Filed under Consulting, Reality checks

Too Much Cabbage

I’m in South Florida this Foodie Friday celebrating my mom’s 90th birthday. While my mother is hardly a “foodie”, one food group that we both love is deli, and Jewish deli specifically. Living in North Carolina as I do has many wonderful food aspects but the availability of a good pastrami sandwich is NOT one of them. Because of that as well as my mom’s love of the genre, I’ve taken her (and my dad) out for lunch the last couple of days to get Jewish deli.

Yesterday I ordered a Reuben sandwich, having had my pastrami the day before. One thing really good deli is known for is overstuffed sandwiches. Even if you choose not to overeat and finish the thing, you always have something to bring home. The photo of the Reuben on the menu showed a typically large offering (the photo here is not the one from the menu since that’s probably copyrighted). What showed up reminded me of a great business point.

The photo isn’t my sandwich but it’s one from the same deli. As you can see, the Reuben was made by rolling the corned beef around the sauerkraut. The thing is served on toasted rye bread with Russian dressing. It’s hard to tell but when I picked the thing up it was immediately obvious that the bread was smaller than a typical loaf of rye which meant that there was less “there” there. More importantly, while rolling the meat around the sauerkraut like a meat and cabbage jelly roll was clever, it also meant quite a bit less meat was used in the sandwich. If you look closely at the photo you’ll see that unrolling the thing would yield about a half a dozen thin slices of corned beef, hardly something a proper deli would serve as an “overstuffed” sandwich. The meat in my sandwich didn’t fill the bread either – the roll stopped about halfway back on the bread. Most Reubens (or Rachels – a version of the sandwich made with pastrami) pile the sauerkraut on top of a stack of meat.  Is this presentation designed to hide the fact that there is far less meat than one would expect?

What does this have to do with your business? Customers do “unroll” the filling.  When they come up with too much cabbage and not enough meat they’ll find a competitor that really does deliver what they promise. I think overpromising and underdelivering is the biggest mistake any business can make. While this chain of delis does quite well (most of their other food is terrific and does deliver), they need to revisit the Reuben or delete the photo from the menu since it sets expectations that are not met. None of us can afford to do that, not if we want repeat business.

Leave a comment

Filed under food, Helpful Hints, Huh?