Private Huntsman & General Eisenhower, A D-Day Reflection on Work

Private Ken Huntsman upon graduation from basic  training. 

68 years ago my father-in-law, Ken Huntsman, landed on a hostile beach in Normandy along with 150,000 other members of the Allied Forces. Their mission was to establish multiple beach heads on the French coast from which the eventual march to Germany and the ultimate freedom of Europe would be secured. Planners of the assault expected deaths, casualties and captures amongst the landing force to exceed 50%, but the potential outcome was deemed to be workworthy. 

General Eisenhower, Supreme Commander of the Allied Expeditionary Forces transmitted a message to all members of the force just prior to the invasion, “You are about to embark upon the great crusade, toward which we have striven these many months.” What no one knew then was that General “Ike” carried another note in his pocket, to be used if the outcome were disastrous and it read, “Our landings have failed and I have withdrawn the troops. My decision to attack at this time and place was based on the best information available. The troops, the air and the Navy, did all that bravery could do.  If any blame or fault attaches to the attempt, it is mine alone.”

It is impossible to know who showed greater valor on D-Day; the men who went ashore under heavy machine gun fire and bombardment, scrambling around obstacles and barb wire or General Eisenhower who sent the soldiers ashore knowing that many of those men were going to a certain personal  apocalypse. Privates and Generals all did their parts to secure a single success at great hazard to themselves.

And while the freedom of Europe does not hang on the outcome of the work you do today, the same lessons are true; work is ensouling and creates dignity when:

• Our contribution is critical.
• Our contribution is appreciated.
• We must muster our bravery to storm our "work beach head."
• You believe you are fighting for the benefit of the person on your right and on your left.
• You understand how your contribution fits into the very big, epic picture.
• No person is deemed to be unimportant, based on their rank. Every person counts.

Ken marched from Normandy to Germany. When he returned to the US, to his young bride Lucille and toddler son Ron in Missouri, he bore scars on his soul from his sacrificial service. They were not physical, but they were substantial and they were lifelong.

My wife Kathi likes to share this favorite childhood memory: One afternoon she walked through the bedroom where her father was taking a nap.  He was obviously fast asleep when he spoke these words loudly and clearly, “Hi, I’m Ken Huntsman, Man of the Year!” 

Indeed he was. Oh that we could all awake proclaiming the same of ourselves!

What Mickey Drexler Could Have Taught General Lee

On the third day of the Battle of Gettysburg, after Confederate attacks on the two previous days had failed, General Lee ordered a strike at the center of the Union troops’ lines.  In order to make that strike, troops under the command of Major General George Pickett and two other commanders had to cross an open field at a quick walking pace for nearly one mile, all of it unprotected from enemy fire.  That march is now infamously known as “Pickett’s Charge.” The soldiers and their commanders knew from their first steps that they were likely going to their graves.

Pickett’s Charge is a good metaphor for what I recently heard from a friend about her workplace.  Her company had rushed a promising new product to market, but in the opening deliveries it became clear there were problems with the product’s performance.  The company dutifully promised to credit customers for any losses incurred, began addressing the manufacturing issues and continued to put pressure on the sales team to reach the quarterly sales objective.  The company succeeded in the first and third goals, but failed in the second.  So now they have a mess.

With thousands of defective widgets sold and delivered, the company will get to write lots and lots of credit memos, but some of the company’s managers will still collect their quarterly compensation because they made their revenue figures. 

What won’t show up on the income statement are the pieces of sales people’s back ends that have been chewed-off by unhappy customers. Or the sense of betrayal some sales reps feel, knowing none of the company’s senior managers actually visited customers during the crisis to see the situation for themselves.  Sales people will be well aware long into the future that they work for managers who will send them into certain doom when there is money to be made by their leaders.

A story like that one is completely unnecessary, because mistakes are going to be made.  Mistakes don’t have to lead to soul-killing work experiences.  They should lead to future success.

Recently I watched the bio of CEO Mickey Drexler on CNBC’s “J. Crew: The Man Who Dressed America.”  In one scene they showed how Drexler on occasion personally responds to customer complaints.  Showing real wisdom, the point was made that Drexler attempts to learn from even the smallest errors and often makesadjustments to the next season’s fashion lines based on information he gathers at the battle line.

J Crew window at a store near my home.
The brand features great quality, modern versions of classic fashion in terrific colors.  

Drexler’s doing two things well: He’s willing to take a bullet himself for the bad decisions he or his company makes; and he makes mid-game corrections based on complaints he receives, turning them into success.

What’s the lesson here?  It’s okay to make mistakes, but when a big one occurs, be willing to take the heat yourself, learn on the fly and make corrections quickly.  

What's keeping you from running to the battle lines (and a potential success) right now?

Gratitude Always Looks Good On You

What did you wear to work today? A uniform? Business casual? A suit and tie? Jeans and a t-shirt? A blouse and skirt? 

Whatever you wear, wear gratitude. Gratitude always looks good on you! 

Gratefulness is one of the most subtle yet infectious-for-good attitudes we can possess. It can change our own outlook of challenges we face, giving us courage to embrace them. It can infect our co-workers as well, becoming appreciation and respect for others. Gratitude transforms our perceptions of most everything, providing peace and new ways of seeing old tired situations and problems. 

Start showing and saying "Thanks" to the people around you right now. Folks are going to find you more attractive. 

When you meet today to talk about some seemingly intractable issue today with your team, start by saying, "I'm glad I'm not alone in this. I'm glad we face it together!". You will instantly be a more effective manager. 

Wear gratitude. Gratitude always looks good on you.

Work Like Today Is The Worst Day of Your Life

If you lived along the coastline of Louisiana the day Katrina roared ashore back in August of 2005, you could easily have called it the worst day of your life. But it can also be said that the events that followed proved we are often at our best when the climate is at its worst.

Orchid Ceramics had a small facility in New Orleans when Katrina hit and all of the employees there suffered personal trauma and huge personal losses. All of them faced unimaginable emotional shock in the first days after the storm and then ongoing stress set in later as the days went by, when they realized that the landscape of their lives had been changed forever. All of them suffered loss of property and faced months of restoring, repairing or rebuilding their homes. Some had lost everything.

In the aftermath, Maurizio Francescon, the manager of the New Orleans facility, chose to do something surprising and ensouling. He chose to reopen his retail store just days after Katrina hit, even though there was no power, no air conditioning, no lights and no customers. He set a required “return to work” date that was well out in the future. But employees could also opt to return to work on an earlier date, if they chose to do so.

How many employees do you think returned to work before the mandatory “return to work” date?

All of them.

In the days after Katrina, the team members found work ensouling. Work was a place to go and engage head and heart, a place to forget some of their personal drama, a place to draw support from others who were facing common challenges, and a place to rebuild a business together.

Manager of New Orleans, Maurizio Francescon (L) rebuilds a business and the lives of his employees.

Other employees around the globe immediately joined in with offers to help in any way possible. In the end, it was decided the best thing they could do was to pass the hat and offer to cover the property losses of their fellow employees. And they did just that. Their fellow employees raised enough money to “make whole” all of the property losses of the individuals in New Orleans, some of whom had lost literally everything.

The worst day in the lives of the team in New Orleans brought out the very best of each person in that company: both in those that were directly impacted by the storm and those that had the opportunity to come alongside to help.

Work can bring out so many good things in us. Don’t wait until a Katrina-size storm hits your business to learn that lesson. Use the challenges you face today to unite your employees and ensoul your workplace!

Work like today is the worst day of your life and you will be ensouled.

A Singular, Yet Personal View of Reality

"Come together, right now!" - John Lennon

Alignment is more than just corporate speak. It is at the core of credibility and, therefore, a big part of workplace ensoulment.

Some years ago, the company I worked for at that time took our key customers to visit our manufacturing and logistics facilities in South America. During the visit our customers got the opportunity to do more than hear “dog-and-pony scripted presentations.” They got to meet people in our organization at all levels of the company and shoot from the hip in real conversations: equipment operators, customer service staff, logistics managers, our CEO, members of our Board of Directors and some of our key shareholders. We didn’t script any of the meetings, we simply told our employees to use the opportunity with customers to learn something for themselves and to candidly answer whatever questions our customers might have.

Cartegena de Indias, Colombia

On the last night of the trip during an informal gathering, our customers surrounded one of our board members and peppered him with questions. Anything went and the questions were direct and often tough; the kind that are meant to show cracks and rattle the best salespeople. He handled it with great aplomb.  And then when he had finished listening carefully to their questions and answering them in as much detail as they needed, he began to ask his own of questions; all of them incisive and all of them strangely similar to what they had heard from other team members that week.

At the end of the give and take one of our customers remarked to our director, “Wow, here’s the thing: YOU are saying exactly what our sales manager from your company tells us, which is the same thing we heard in your factory, which is the same thing we hear from the logistics and customer service teams, which is the same thing we heard from your CEO. You are ALL sending the same message.” All the other customers standing with him nodded in satisfied agreement.

When everyone in your organization shares just one view of reality, it does two wonderful things:  

· It creates astounding credibility with your customers. Customers can smell a “pat answer” or “corporate speak” from a mile away. They regard true alignment as credibility because it is authentic, personal (every person can tell it as part of their own story), and it’s not orchestrated. Something like this can’t be purchased for any amount of money. 

·  It builds confidence within your team. I watched another group of people that night as the final conversation went down.  I watched my sales and service managers stand a little taller and saw smiles break out across their faces as our board member engaged their customers.  These are the folks that are at the front of the battle lines every day and they take the biggest bruising in the execution of strategy. When they realize the alignment of the forces behind them, they’ll tackle their jobs with renewed vigor!

Do you want to start working to create a singular, personal reality in your organization? Try some small things first. Pay close attention to what is being said about your business in every single conversation. Be ready to ask penetrating questions and challenge inaccuracies. Quiz your top management every time you get the chance, to tell you in their own words what is going well and what needs repair. Embed some part of the company's goals into every individual's development plan. Be ruthlessly honest yourself about your organization's challenges.

Before long, everyone will possess a singular, but personal, view of reality.  Now THAT’s ensouling!

Mistaking Busy-ness For Purpose

I remarked recently to my friend Tom Lane about how many of my newly retired friends struggle to find direction in their lives. Tom is a guy that is something of an expert in helping people find direction, he is a partner and is one of the primary consultants at The Center For Intentional Leadership.  I told Tom my observation; how for 30 or 40 years people run the “hamster wheel” in the workplace or at home; making decisions, porting kids from one activity to another, rushing from meeting to meeting, fielding complaints from customers, making sure that orders got out the door on time; and then suddenly, it was over. One day they pass magically into the ranks of the “retired” and emails stop arriving, the phone stops ringing, kids leave the nest and now nobody looks to them for any decisions, big or small.

I heard a story years ago about a recent retiree that began micro-managing his wife’s every decision, treating her as he had treated his direct reports in the workplace. After about a month of this behavior, it became insufferable for her and as he was giving her a tip on how to do some job she had done daily for their entire marriage she broke and exclaimed, “You know we did just fine without you here for 40 years! Don’t you have something better to do?”

Recently I became aware of the fact that many retirees unwittingly fall into alcohol addiction. A 2004 article in the New York Times quoted one recent retiree as saying, “There was nothing to do except read and drink and gradually the drinking took precedence over the reading. I got completely out of control.”

I was relating all of this to Tom and told him I thought this pointed-up how important it was to live with purpose in life. “All these people had purpose when they were working, but when they left the workplace or when the kids left the home, they lost their purpose.”

With insight, Tom corrected me. Wagging an index finger in a knowing and friendly way he said, “Nah, they never had purpose. They were just busy. They were just busy from the time they were in their 20’s and 30’s and they mistook busy-ness for purpose.”

When someone makes a stunning observation like Tom did, there is only one rational thing you can do: let it sink deeply into the cracks of your own life by asking a few tough questions of yourself.  Here are a few you can ask, but also take time to think of your own:

• Am I masking a lack of purpose in my life with busy-ness?
• Why am I busy? Does it provide a false sense of security? Does it make me feel important?
• What lessons am I teaching my children by scheduling every minute of their young lives and then serving as a frantic porter who moves them from activity to activity?
•  If I removed 60% of the activities in my life, would I experience a sense of loss or confusion? With what would I most likely anesthetize that sense of loss or confusion? 
• What will I leave and who will truly be grieved when I am gone? How much of my time is given to that legacy and to those people in my calendar this week?

Lose some busy-ness and find some purpose in your life!

“Being successful and fulfilling your life’s purpose are not necessarily the same thing. You can reach all your personal goals, become a raving success by the world’s standard and still miss your purpose in this life.” – Rick Warren

Broken Robin's Egg

Life is at the same moment both beautiful and tragic.  A broken robin’s egg that I spotted during my run today reminded me of that truth.

I spent a portion of my professional life with a great team of people who courageously joined together to launch a new company, then nurtured and grew it spectacularly, then struggled to keep it going during cataclysmic market changes and then ultimately shuttered it.   And while there might be tendency to see any shuttered company as a failed experience, the truth is that it was 8+ years of both beauty and tragedy. It was an experience that those of us who shared it together would not trade for anything, because it was incredibly meaningful.  Together, we built an ensouled workplace.

Meaning is found when we bring together the beauty and tragedy of life, refusing to artificially bifurcate the two and instead view them together in oneness.  Because beauty and tragedy reside together in our work experience, work can be incredibly meaningful.

What does the robin feel when she returns to the nest to find her eggs gone?

When you announce the shuttering of a company, people experience tremendous anguish.  Of course tears are shed, some people nearly hyperventilate and others almost stop breathing and confusion reigns in every head in those first few moments after the bomb is dropped.  And if you have created an ensouled company as we did, the tragedy will seem even greater because what is lost is not merely a paycheck, but also lost are friendships, common vision and you fear, “I will never be lucky enough to work for a company like this again.”

Next year, the robin will carefully build yet another nest.  She will lay her eggs and defend her young from her enemies.  And what encourages me most is to know that she will not have lost her song.  As she stands guard over the new nest, she will sing full-throated above her new joy.

One of my ex-workmates, a senior manager, posted on our Facebook alumni site recently, “I hope I can infuse all the great qualities of our old workplace into my new company.”  Like the robin, the song of ensoulment continues to be sung in new places as our employees build new nests in new workplaces.  Once heard, the song of ensoulment cannot be forgotten.  It continues to be sung full-throated by those who have learned it and they will teach it to others.

Duck, Regrets & Judo Masters: How Regret Can Be Good

The face of the elderly woman on my TV screen is moving in painful contortions as she repeats a single phrase over and over, “If only…if only…if only…”  It is gut-wrenching to watch.  She is a prisoner to the regrets of her childhood past, which she spent as an orphan.  Her life is little more than a cautionary tale for us:  left unchecked, regret will embitter our hearts and choke the joy out of our lives completely.

But you can transform regret into a powerful tool for good. In order to do that, you’ve got to become a judo master in the way you handle it. Take the energy of regret when it comes rushing into your head and hurtle it into the future.  Simply ask, “If I continue on my current path in life without any changes, what regrets will I have in my last days?”

If you allow that question to percolate deeply, it is bound to change how and why you work today.  For some people, answering the question will help them choose to work fewer hours.  For others it will have the opposite effect, it will motivate them to work much harder.  It might make you more willing to take risks with your career.  It might give you the courage to forgive someone that brutally put you down. It might empower you to confront someone that has been taking advantage of you. For sure it will make lasting impacts on anyone who is willing to ask it and then let it plumb their soul.

This last week, "Duck", a college friend of mine from 30 years ago died with no warning, leaving behind a wife, children and many friends to stumble through the sudden loss.  He never reached the age when most people struggle with accumulated regrets.  And it has reminded me that there is no better time than today to perform judo on my own potential regrets, allowing them to be a powerful catalyst for change in my life today.

“For us to get real results in the real world, we must be in touch with what is, not what we wish things were or think things should be or are led by others to believe they are.  The only thing that is going to be real in the end is what is.”  - Dr. Henry Cloud

L to R:  Mike "Duck" Taylor, me, my wife Kathi and Michael Hairston after a road race in Mulvane, Kansas in 1982.
To quote Neil Young, "Long may you run."

Volunteers, Mercenaries, Drones & Indentured Servants

Marc Dickmann is a pastor. Like most pastors, he depends on volunteers to complete the bulk of the work for which he is responsible. It’s not “church as usual” where Marc leads.  Marc’s volunteers lead innovative and critical ministries like “LiveBirds,” a growing business that creates jobs for people impacted by HIV/AIDS in Zimbabwe; “Christmas Village Toy Store", a pop-up Christmas store that empowers at-risk families to provide affordable new toys for their families at discounted prices; “Family Promise,” which uses the church facilities as a week-long shelter for families that are working towards getting back on their feet.

Can you imagine entrusting the most critical and complex portions of your strategy to volunteers?  How on earth do you keep workers motivated when you have no compensation to offer, no real authority to control their calendars or power to simply direct them?

Saying "thanks" and defining reality...the note amidst my desk reading.

Max DePree said, “The first responsibility of a leader is to define reality. The last is to say thank you. In between the leader is a servant.”  One reason Marc is such a smashing success with his all-volunteer workforce is the consistency with which he defines reality, then says thank you and serves people in between.  When you have a meeting with Marc to cover the details of the work you are doing with him, you can expect a card to show up in your mailbox a few days later.  The card will say “Thank you for making a contribution by ---.” Then he goes on to detail what contribution you are making and why that contribution is so important, thereby defining reality. When you get that letter, you feel indescribably warm inside.

Marc motivates volunteers by tapping into people’s deep-seated desire to make a lasting contribution that is appreciated by others.

You’d be much more effective and your workplace would be much more ensouled if you regarded your employees as volunteers; people over whom you have no authority or power, but who will accomplish remarkable things when they see the contribution they can make and sense gratitude from you for making it. 

The notion of an “employee" is illusion anyway. Workers are either volunteers or they are something completely different. If your “employees” are only working for the almighty dollar, then they are really mercenaries.  If you are directing the whole show, then they are just drones. If you are micro-managing temp/contract workers, then they are indentured servants. The difference between a volunteer and all the others is that the volunteer does the work because they want to, all the others do it because they have to.  Question is, who do you think is going to do the best job of the work before them?  Someone that wants to do it or someone that has to do it?

Ensoul lives and advance the organization’s mission by showing your “volunteers” that you understand the contribution they are making and that you are grateful for their efforts.  How will you follow Marc's lead today?




To find out how a chicken is changing the face of HIV/AIDS in Africa, read on here Live Birds.

Good Friday Work

It’s Good Friday and I am willing to take the risk of mixing religion and work, which makes a lot of people uncomfortable.

Why Christians call this Friday, “Good Friday” seems odd.  This is the day when they remember the arrest, torture and execution of the founder of their faith, Jesus of Nazareth.  Some Christians refer to events of that day as ‘the work Christ did on behalf of others.” 

From Jesus’ example we see that work has a spiritual reality.  Jesus is still one of the most highly-respected spiritual leaders today.  He did not exempt himself from the heaviest and most difficult work that needed to be done.  Instead, he embraced the work before him, even to the point of his own suffering and death.  He did that work humbly and he did it for others, in order to “ensoul” them.

No one really knows how this day came to be called “Good” and maybe that is a good thing in and of itself.  The lack of a certain explanation allows each of us to consider the story of Jesus’ work. Whatever our individual traditions, we can ask ourselves, “What good is there in such selfless work?  What good, if any, was there in His work for me?”