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Monthly Archives: November 2016

Time to Give Thanks

22 Tuesday Nov 2016

Posted by BPH in Thanksgiving

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On the second Monday in October and the fourth Thursday in November, Canadians and Americans, respectively, observe their annual Thanksgiving celebrations. Of course, a post-harvest ceremony to express gratitude for nature’s bounty is found in many countries and cultures. Celebrations date back at least to the ancient Greeks, who gave us the mythic Cornucopia. Even in a post-agrarian society, the shortening of daylight hours — in which so many of us leave for work and return in total darkness — provokes some primal urge to hunker down and enjoy a day of feasting in the comfort of friends and relations.

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Traditionally, in my family, Thanksgiving includes some combination of eating Turkey and watching football (go Colts). But we all know that it’s the time shared with family that matters most. For those of us who log so many days on the road or plugging away for long hours in the office, Thanksgiving is a needed respite. It’s a time to recharge and to show appreciation to those we hold dear — those who sustain us emotionally and even spiritually.

I am grateful for my immediate family and for that place of unconditional love we share. I am grateful for all those important people in my life whom I try to keep close. I am grateful for the love of people who no longer walk this earth but are a big part of who I am. I am grateful, and humbled, to be part of my at-work family.  And I am grateful and thankful to those hardworking folks who are sacrificing their Thanksgiving to create amazing brand experiences for our clients.

We are engaged in work that is often challenging, exhausting and stressful. But it is important work — transformative work — and it is a privilege to walk shoulder-to-shoulder with people who share the same values, the same worth ethic, and the same belief in our ability to shape the future.

You’re Not Fooling Anybody

16 Wednesday Nov 2016

Posted by BPH in humility, leader, Trust

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I’m sometimes perplexed and a bit put off when I see people making a big show about climbing the corporate ladder. You probably know the type—they tend to favor an elbows-out approach that blocks anyone else who might be trying to ascend. These are the people who load their plates with as much high-profile work as possible. They try to be on every committee and on the agenda of every committee meeting. And all too often, they leave the real work to be accomplished by the competent people who keep their head downs and just keep doing the heavy lifting.

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Here’s a tip: we see through you.

This kind of behavior may have worked in the Mad Men era. The notion of “grabbing visibility” may even have been classic business training back in the ‘80s and ‘90s. But it doesn’t work in today’s business climate. Companies with a strong culture value a spirit of humility. Everybody works hard—that’s just how it goes. And we’d rather work side-by-side with people we can trust – people who bring the same level of integrity we do – than with shameless posers.

No doubt, there are still companies out there that lack a strong culture and that reward opportunistic showboating. But I can’t believe those companies, or the people they hire, are going to be viable for much longer. I’m lucky enough to stay in touch with a number of business leaders in a variety of sectors, and no one I talk to is impressed or fooled by ladder-climbers. In fact, today’s business leaders are just naturally more inclined to give important assignments to those ‘strong silent types’ who consistently deliver great work.

Maybe, as leaders, we recognize our younger selves in today’s hard-working heroes. And maybe, just maybe, we still resent those who buzzed around, talked a good game, but didn’t accomplish much. Don’t be that guy.

American by design

10 Thursday Nov 2016

Posted by BPH in Design, Design Thinking, Election

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Now that we know who the next President of the United States is going to be, some of us are disappointed and some are feeling pretty upbeat. But after months of speculation, we can at last stop wondering and move forward.

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Here’s something I fiercely believe. We have a responsibility as business leaders, as American citizens, and as citizens of the world to design a better future. We can whine about who won and who didn’t. Or we can begin rebuilding today – by applying the fundamental design-thinking methodology we’ve been talking about recently.

What kind of world do you want to design? Our Freeman manifesto states that we want to help create prosperity, learning and social connection. It says that we want to help advance society… and elevate the human experience. To me, that means that we resist the temptation to engage in polarizing rants, and instead focus on pulling the country together by urging congress to get behind things we all know are important. Let’s start with things like job creation, education and infrastructure – not with empty promises, but with fiscal responsibility toward balancing the budget.

Sure, it’s hard not to get discouraged when we hear people griping every day that America isn’t the country it once was. But I believe that America’s greatness has less to do with the elected officials in Washington, D.C., and everything to do with the American people; our work ethic, combined with an ability to dream big dreams and make them a reality, is what defined our country.

We find ourselves on the brink of the Fourth Industrial Revolution. It’s bigger than the USA and our government squabbles. It affects every country in which we do business. Every culture on the planet. The opportunities and challenges are exponential. Freeman is poised to create entirely new ways of serving the needs of our industry, and we will no doubt disrupt existing value chains. This can drive tremendous growth – the kind of growth that can spur economies across the globe.

We know that leadership is design, and design is how we change things. Here are a few simple things we can each do to effect positive change in our country.

Be your better self. Lead by example. Listen to learn, not just to offer a rebuttal.

Be a fact checker. In the age of social media, where anyone with internet access can be a publisher, fact checking is negligible. According to Pew Research, a majority of U.S. adults – 62% – get news on social media, and 18% do so often. Check your sources before you share – and you will gain the credibility and influence of a true leader.

Be productive. When you help grow your part of the business and help your customers grow their business, it generates opportunity for a lot of people.

Be trustworthy. Clearly, this election has caused a serious trust deficit. But we need to move on, and the best way to inspire others to get back to work is to earn their trust.

Make it personal. Resist sweeping generalizations. Think about people as individuals; treat everyone with respect.

Nothing in this list is controversial or revolutionary. But if we all acted on it, if we encouraged our legislators to do the same, I think we’d find more people working on solutions and fewer people working on excuses and accusations.

As Freeman moves closer to its 90th anniversary celebration, and as I contemplate our company’s rich history, I am convinced that Freeman itself stands for the very attributes people feel America has lost. Let’s embrace our values. Let’s collaborate in a spirit of trust. Let’s connect people in meaningful, transformational ways. Let’s focus on a future we’re proud to leave the next generation.

That’s the America we learned about as kids. That’s the America I still believe in.

The Sound of Integrity

03 Thursday Nov 2016

Posted by BPH in integrity

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{A Note to Readers: This is the first in a series of blogs focused on Customer Experience that I’ll be collaborating on with the amazing Katy Wild. Working with Katy, I can always expect to learn something; I trust you will, too. ~ bph}

What does a company with integrity look and sound like? I recently ran across the following quotation by Don Galer (CFO of Snoqualmie Valley Hospital) and it hit home with a recent experience: “Integrity is what we do, what we say, and what we say we do.” A friend of mine had just told me about how his house was damaged by several hail storms that kept pounding his home this spring. After the storms finally passed, his insurance company said the roof was a total loss. Knowing there are a few unethical roofing companies during times like these, he asked for recommended contractors from his insurer.

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He contacted one that had the best reputation and set a date for them to start, which was Memorial Day. The materials were delivered that weekend and placed on his driveway, but on Monday, the workers didn’t show. The explanation was that several wanted off for the holiday. Two weeks later, no one had shown up. My friend called the contractor to hear they were finishing a few other houses but would be there “soon.” The next week, without any notice, the contractor picked up the supplies that had sat on the driveway, only leaving a message that he would contact my friend soon. Two months passed during the rainy season with no messages and no returned phone calls, and what started out as a seemingly ethical company now has a serious shadow over their reputation for integrity.

My friend contacted the insurance company, obtained another recommendation, and signed that roofer to perform the needed work. He then contacted the first company and let them know the contract had expired and he would not renew it. The vendor was appalled!  He was so shocked that he lost the contract! He believed he had several “good” reasons why he had not lived up to the original agreement—even though he had not contacted the customer to convey these reasons.

Most companies have the best intentions to do what they promise. When the unexpected happens, they assume the customer will understand even though they deliver no explanations and give no updates. But customers deserve better.

Integrity is all about making and keeping agreements. Make no mistake—integrity IS what we do, what we say, and what we say we do. Our customers expect no less.

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