Give More: Lagniappe

The Big New Idea for Retail, Service and Hospitality: Lagniappe.

A ‘word worth travelling for’ is something I have always enjoyed. Mark Twain writes about just such a word, ‘lagniappe’ in a chapter on New Orleans in Life on the Mississippi (1883). It’s origin is probably Spanish. It’s meaning is special and for companies striving to make a difference – or merely to survive – its value is enormous. As Mark Twain explained,

It is the equivalent of the thirteenth roll in a ‘baker’s dozen’ … something thrown in, gratis, for good measure.

In other words, lagniappe (pronounced “LAN– yap”) is about making an extra effort … about going the extra mile … about doing something extra special. It is a gift. It is a courtesy. It is a way to stand out in a positive way. For companies like Ben & Jerry’s, Zales, Starbucks and Sodexho … it is a way of life.Successful companies know how to run successful businesses. They know how to win over and keep customers. They know how to hire and inspire their workforces. They know the importance of giving MORE THAN. They know lagniappe.

We can learn from this well travelled word in retail, service and hospitality. Lagniappe then is a small gift given to a customer by a merchant at the time of a purchase. It is the basis of the Gift Encomy and comes from our long history in tribes. For over 99% of the history of mankind we’ve lived in small tribes. These tribes consisted of between 10 to 50 individuals that lived by hunting and gathering. Existing through a concept called by anthropologists as a gift economy. Each member provided for others and status was achieved through the concept of gifting. Cooperation was the route to success as a whole.

Status was not a consequence of how much you had, but rather how much you gave away. Giving for the benefit of others with no expectation of immediate return. Trade existed, but only with outside groups. This trading was inherently competitive and thus only done with strangers.

Today we are firmly entrenched in an exchange based economy. With the adoption of money, almost everything is now traded freely. Trading involves trying to get the best deal, typically at the expense of others. The basis of exchange is inherently antagonistic with the aim of giving less and getting more. The market economy is a zero sum game. You give me A and I give you B. Transactions strive to be equal, leaving no additional place left to go in the relationship. So how can you “wow” consumers with lagniappe? Consider these ideas:

  • Greet consumers enthusiastically at the door – You had me at hello – is a famous line from the movie Jerry Maguire. Rather than saying next or wave the person forward, start your welcoming process by opening the door for them.
  • Metro bank in the UK give dog biscuits to their customers (those with dogs rather, than just feeding the queues).
  • Providing cold bottled water on a hot summer day—It’s simple but it works.
  • Walking a consumer to their car with an umbrella on a rainy day—No one likes getting wet when they are running their banking errands. Go that extra mile on rainy days.
  • Writing on lovely note paper (in ink) a thank you note after the transaction to thank them for their business. Follow-up is they key to success in any business.
  • Or Just Pick Up The Phone and leave a message; It takes all of 20 seconds to leave a thank you voice mail yet that message can brighten someone’s day.

As a business why would you want to incorporate lagniappe into your marketing mix? I believe there are at least 3 distinct reasons and corresponding benefits of giving more to exceed expectations (in service, retail and hospitality).

  • Better Positioning– stand out from your competition. If everyone is providing x, the fact that you provide x + y (gift) differentiates your offering. Less than 30% of consumers buy on price. You want to tap into the 70+% who are looking for value and a strong customer experience. Business Benefit: Differentiation
  • Increased Loyalty– giving the little extra (gift) enhances the customer experience. It creates a bond between the business and the customer. The benefit of that bond include increased loyalty and ultimately patronage as a form of repayment. Business Benefit: Retention
  • Increased Reciprocity– Part of giving extra is to create goodwill (inequality).  That inequality is repaid by positive word of mouth or word of mouse. The best form of marketing is via positive word of mouth.  By giving a signature extra (gift) you provide something for your customers to talk, tweet, blog, or Facebook about. Business Benefit: Referrals

The gift or little extra is about the respect for the relationship.  It becomes a beacon, a sign that shows you care. It’s a physical sign of goodwill and customer appreciation. Let’s be honest. Most people see retail or service as boring.

Spice it up with a little lagniappe.

 Be Amazing Every Day

Sisu – The Beating Heart of being Amazing Every Day

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Sisu – The Beating Heart of being Amazing Every Day

While I am very grateful for his gift, it has caused my mind to begin to explore it’s vast potential and it has distracted me from doing anything else. On a Saturday. You see as part of my Be Amazing Every Day programme, there is an instruction (buried within it, as an embedded command), to read more (and watch) more than you thought possible. It works for me too and James has woken this desire to fully understand this word. My reading has created new neural pathways, new thought processes and is a paradigm shift.

So I invite you to begin your journey of discovery by reading the amazing poem, Invitation by Oriah Mountain Dreamer (even if you have read it before). Buried within this inspiring and challenging poem are the beautiful lines,

It doesn’t interest me to know where you live or how much money you have. I want to know if you can get up, after the night of grief and despair, weary and bruised to the bone, and do what needs to be done to feed the children.

This could be described as a form of Sisu, a Finnish word that cannot be translated properly into the English language. If you had to translate it, it might evoke determination, bravery, resilience, perseverance and hardiness. It also could mean to act rationally in the face of adversity and remain functional when the only logical thing would be to run away or hide. Staying top left for those in the know.

There is no doubt that the term Sisu dates back hundreds of years – it has a bleak tradition. The modern and more positive concept of Sisu arose originally out of the harsh and violent conditions under which Finns had to survive throughout their history, and it can be seen as a product of these conditions.

It is often described as the essential character of the Finnish nation. Mika Hakkinen (one of the world’s greatest motor racing and Finnish through and through). He describes Sisu in an episode of the now defunct BBC programme, Top Gear. He is training James May (aka Captain Slow) to drive a rally car and takes time out to define the term (you can skip to 4:30 to 5:10).

 

The origins and etymology of the word is derived from ‘sisus´, which quite literally refers to the physical internal organs of a human or animal body (literally its ‘guts’), or it can simply mean the interior of an object.Whereas ‘having guts’ primarily refers to displaying the courage and audacity to do something risky, ‘having Sisu’ has the added dimension of doing so with integrity, honesty and humility.

Eminem – Guts Over Fear ft. Sia (contains some (strong) swear words) – is a powerful, visceral description of Sisu.

Sisu is about taking action against the odds and displaying courage and resoluteness in the face of adversity. Sisu is not so much about individual acts but is an entire way of life, a life philosophy. It is often used (sometime inappropriately) to refer to athletes, soldiers and national heroes. More generally to anyone who endures stress in their daily lives or who chooses to stand up against injustice. From Rosa Parks and Nelson Mandela to the recent Noble prize winner Malala Yousafzai – take the time to watch and listen to her amazing Nobel Peace Prize Speech (contains no swear words and is amazing in every way):

The surprising thing is that hardly any empirical research has been done to explore the meaning of this construct as a possible psychological strength resource, and it has long seemed to have a somewhat elusive nature. Sisu might be at the basis for the growth of aspects of Positive Psychology. Sisu as a psychological power potential was introduced for the first time in the 3rd World Congress on Positive Psychology in Los Angeles on 29 June 2013. Sisu is described as a psychological key competence which enables extraordinary action to overcome a mentally or physically challenging situation. Malala would surely be the very definition of Sisu.

Sisu also contributes to very understanding and being of Amazing Every Day. It needs noble discipline, a consistent, courageous approach toward challenges which at first seem to exceed our capacities. At the very heart of Sisu seem to be equanimity, something akin to vital force  and relatively high emotion regulation. Sisu is about fighting through a wall but without boasting about it.

The term ‘guts’and Sisu may be described as twins who were raised the same family, but who then wandered off on their own and developed their own unique characteristics. Maybe you need to have both to be Amazing every day.

So thank you James. You have changed my brain forever and you are Amazing. Lucky it’s a long weekend.

The Universe Conspiracy – Pronoia

And, when you want something, all the universe conspires in helping you to achieve it. ― Paulo Coelho, The Alchemist

I have been developing a unifying theory about success (I know that sound a bold claim) partly influenced by Philip K.Dick’s book, Do Androids Dream of Electric Sheep? First published in 1968, the book served as the primary basis for my favourite film Blade Runner. The novel is set in a post-apocalyptic near future, where Earth and its populations have been damaged greatly by nuclear war during World War Terminus. Most types of animals are endangered or extinct due to extreme radiation poisoning from the war. To own an animal is a sign of status, but what is emphasised more is the empathic emotions humans experience towards an animal. But there is a problem with my theory; it is developing too easily. Someone told me that it was ‘cool’ because the Universe was conspiring in my favour. I am suffering from pronoia apparently.

Joseph Heller’s line in Catch 22. “Just because you’re paranoid doesn’t mean they aren’t after you” – might have to be turned on its head for Hollywood star Susan Sarandon. “Just because you’re pronoiad, doesn’t mean they aren’t for you,” the actress might say. Susan Sarandon talked about her belief in ‘pronoia’ as she was revealing what a joyous experience it had been to make Cloud Atlas, the film adapted from the award-winning novel. Some might say this is nonsense because it is a Hollywood actress telling us this ‘fact’.

Pronoia is defined as the opposite state of mind as paranoia: having the sense that there is a conspiracy that exists to help the person. It is also used to describe a philosophy that the world is set up to secretly benefit people. Almost a Zippie mantra promoted by Saradon. A Zippie is a person who does something for nothing. Any supporter of free culture, free food, free books, free software is a Zippie – and the Universe conspiring a central belief.

But does it make the proposition wrong? As students of logic should know, not every appeal to authority is a fallacious appeal to authority.  A fallacy is committed only when the purported authority appealed to either does not in fact possess expertise on the subject at hand, or can reasonably be supposed to be less than objective.

Hence if you believed that PCs are better than Macs entirely on the say-so of either your technophobic orthodontist or the local PC dealer who has some overstock to get rid of, you would be committing a fallacy of appeal to authority — in the first case because your orthodontist, smart guy though he is, presumably hasn’t much knowledge of computers, in the second case because while the salesman might have such knowledge, there is reasonable doubt about whether he is giving you an unbiased opinion.

But if you believed that PCs are better than Macs because your computer science professor told you so, there would be no fallacy, because he presumably both has expertise on the matter and lacks any special reason to push PCs on you.  That doesn’t necessarily mean he’d be correct, of course; an argument can be mistaken even if it is non-fallacious. Similarly, not every ad hominem attack — an attack against the man or women — involves a fallacious ad hominem.  Attacking the person can be entirely legitimate and sometimes even called for, even in an argumentative context, when it is precisely the man / women whom is the problem.

Attacking a person involves a fallacy when what is at issue is whether some claim the person is making is true or some argument he is giving is cogent, and where the attacker either

  • essentially ignores the question of whether the claim is true or the argument cogent, and instead just attacks the person giving it or
  •  suggests either explicitly or implicitly that the claim can be rejected false or the argument rejected as not cogent on the basis of some irrelevant purported fault of the person giving it.

So the question arises – does pronoia exist, ignoring who told us it might?. I have been exploring the idea that it if you do the right thing often enough, good things happen. The sneaking suspicion others are conspiring to help you and you them. Pronoia is also a prevalent theme in the 1988 novel The Alchemist, by Paulo Coelho. In it, the protagonist, a young boy is told by an older man to pursue his dreams.

He tells the boy, “When you want something, all the universe conspires in helping you to achieve it.” The book also deals with omens, signs that the universe wants the boy to follow a specific path, which will lead to his goal of fulfilling a dream.

The writer and Electronic Frontier Foundation co-founder John Perry Barlow defined pronoia as the suspicion the Universe is a conspiracy on your behalf.The academic journal “Social Problems” published an article entitled “Pronoia” by Fred H. Goldner in 1982 (vol 30, pp.82-91). It received a good deal of publicity at the time including references to it in Psychology TodayWired Magazine published an article in issue 2.05 (May 1994) titled “Zippie!”. The cover of the magazine featured a psychedelic image of a smiling young man with wild hair, a funny hat, and crazy eyeglasses. 

The simplest definition of pronoia may be to say that it is the opposite of paranoia. A person suffering from paranoia suspects that persons or entities (e.g. governments / deities) conspire against them. A person enjoying pronoia feels that the world around them conspires to do them good.

The principal proponent of pronoia in the 21st century has been the astrologer, writer, poet, singer, and songwriter Rob Brezsny. Brezsny’s book Pronoia Is the Antidote for Paranoia: How the Whole World Is Conspiring to Shower You with Blessings, published in 2005, explores the philosophy of pronoia.

 

Can we reject it on the basis of the non expert status of the writer? Well maybe we can relax and suspend our disbelief and imagine that if we do good things –  good things may happen to us in return. Maybe it does not matter in the long run. No act of kindness (no matter how small) is ever wasted.

Be Amazing Every Day.

Ask Better Questions

Stop asking a dumb questions like, ‘what do you do?’.

Ask better questions. Every day. In my earlier years when I was naive I thought that my success would increase in proportion to the number of business cards I handed out. I handed them out in droves (printers loved it…) but I couldn’t figure out why I wasn’t getting any business. After a few years of experience under my belt I realised that it wasn’t the numbers that count, but the quality of relationships that I nurtured.

To be a great networker you must become “you” centred rather than “me” centred. Recognise that people want to talk about themselves more than anything. They are their own favourite subjects. Take advantage of that and learn these 10 questions that will make people feel warm, appreciated, and important.

Zig Ziglar, the famous sales trainer once said,

You can get everything in life you want if you just help enough other people get what they want. 

This is so true. Thanks Mr. Ziglar.

The following are ten questions that Bob Burg, author of the book, “Endless Referrals” gives to help you get to know potential referrers and leave a lasting positive impression. Try using them today and see this amazing thing happen.

You’ll notice something in common with each of these questions. They all centre around the person you are talking to and allows them an opportunity to talk about themselves. Don’t expect to ask your Centre of Influence each of these questions, but do have a few ready when you talk to others. Think of it as a game – watch Brian Walters brilliant explanation…

 

 

Be Amazing Every Day
 

Stop doing work you hate. No More Excuses.

Stop doing work you hate. No More Excuses.

So let’s talk about why you keep doing work you hate. Maybe you know the terrifying statistic that over 80% of people don’t enjoy their work and nearly 75% don’t know their passion. These two numbers kill me and maybe they are killing you. We have all had jobs we hated. It’s a rite of passage, and not just for creatives. But you have a secret weapon. Your skills can get you out of this situation. But, and here’s the bad news, it won’t just ‘happen’ – you have to make it happen. You have to take control of your situation and do something productive with it.

You see it’s both scary and crazy to think that so many people are willing continue to act in a way that doesn’t make them happy. Trust me, by now I feel like I’ve seen it all…yet I continue to be surprised.

In the past 3 years I have trained hundred of clients and business to be amazing every day. That alone leaves me in awe. It has and is been massively successful and I love doing it – I am truly passionate about changing lives. I am confident enough to have doubled my charges since January, reject clients (or put them on waiting list) and I am pretty much fully booked.

On top of that, since I started doing this amazing work, I’ve had the chance to literally hear from hundreds and hundreds of people – many of them in terrible pain due to the work they keep doing that they can’t stand. Thankfully for them and many others, who used to hate their work, but have since successfully made the transition to something better. Doing what they are passionate about, every day. T It moves mountains, smashes barriers and I apply it to myself, every day.

The odd thing is I don’t have to try to find new clients – they find me.

So why don’t more people (including you) do something about their situation? The fascinating thing is most people have the same beliefs, reasons and ‘stories’. They all seem to act and repeat the same drama. I’ve heard every reason under the sun for why their situation is different. Why they are unable to break the chains and do something that actually excites them. I have made a list and the vast majority come back to the same few reasons.

As I share these reasons, you may see how similar these things are that are holding you back. After all, the first step is identifying the problem. The next step is doing something about it. Believe me, I know making the transition can be unbelievably challenging. There are examples everywhere of people in worse situations than you, who still manage to find their way. I know because I hear about them all the time and I have collected a list. Do any of these ‘reasons’  sound familiar ? I have not edited them – indeed I use them for all my new clients as a check list:

  1. Help me Tim, I don’t really know I’m passionate about – what is my why?
  2. I don’t really know how to make money from my passion – can I make money from it?
  3. The people around me will think I’m crazy. My friends, family and colleagues tell me all the time it won’t work.
  4. I don’t have anyone to go to for advice, support or encouragement. It is impossible to do this by myself.
  5. Work is just a part of life. It’s not something meant to be enjoyed. I am doing my best.
  6. It’s not possible to do what you love and make a living from it. That is just a dream.
  7. I can’t find the courage or energy to start. It is easier to keep on keeping on.
  8. What if I fail? I don’t want to be seen as a failure.
  9. Nobody around me enjoys their job. It is a fact of life.
  10. I have a family, mortgage and obligations to be responsible for – I am responsible for others.
  11. My passion is not the kind of thing you can make money from; it’s just a hobby and that is not a job.
  12. I’m not qualified enough. There are plenty of experts in my field with more experience than me. What do I know?
  13. Between my current job, my family, trying to stay healthy and all the other things I have to do, I don’t have any time to work on my passion. It is all too much to even think about.
  14. I can’t find a job that allows me to leverage my natural strengths. Anyway what strengths do I have?
  15. It’s too risky. In this economy I need to keep any job security I can find. It is just easier not to rock the boat.
  16. I have too many passions and interests. There’s no way I could choose just one. And if I did, what if I realize it’s the wrong choice in six or 12 months?
  17. I can’t find the initiative, the energy and purpose. Please help me.
  18. I have a terrible time following through – I am so not a completer finisher.
  19. I’ve never heard of someone who’s been able to make a living off my specific passion – it cant work.
  20. There’s too much competition and I am a small fish.
  21. I’m too old and waited too long. I wish I had thought about this 10 years ago. It is too late to change.
  22. I spent years studying something in university that I can’t stand doing now. But it would be way too much of a waste to switch. I am committed to something I hate.
  23. I have to be really savvy with the Internet and I don’t know a lot of the modern tools and technology.
  24. I’m not creative enough and not sure I am any good.
  25. Finding and keeping a job is hard enough, let alone finding one I love doing – so why bother?

So I’ll ask you again – do any of these sound familiar?

Take another minute and look back through them. Mark the ones you know you’ve played in your head over and over.

The big question is why do you believe these to be true?

This is crucial: every one of the above ‘reasons’ is nothing more than an excuse.

All are these excuses are based on false assumptions. I have tested them and proven them wrong over and over again. I am proud to have done that. Who told you that you can’t? The right stories are everywhere if you want to see them. The inches you need are all round you. Start by reading my Be Amazing Every Day Card and see what jumps out for you.

I invite you to think about the following –

  1. What were the words that jumped out for you from the BAED card?
  2. What is your why? If you don’t know read The Hardest Question.
  3. Identify your real values and learn what you’re good at and don’t ever take a step back.
  4. Be prepared to get lost in your passion and work harder than you have ever done.
  5. Every day, without fail go further.
  6. Discipline wins.
  7. There are no easy ways but there are right ways.
  8. Start believing in your self – totally and utterly.
  9. Lower the hurdle – Make a list of the things that actually make you happy (and the things most people assume will) – you’ll find you probably don’t need as much money or as many things as you think.
  10. Help someone with something – and start to charge them for it – we will use this a template.
  11. Doing Work You Love Is The Right Thing. Always.
  12. If you do that, you can start to move mountains.

It was hearing these excuses (and many more), played on endless repeat from readers, friends, clients and nearly every person I seemed to meet, that finally caused me to create the life you deserve – to be amazing everyday, right now. You actually desperately need a roadmap and the tools to take you from a list of reason you shouldn’t, to every reason why you MUST (why you absolutely must) – and the step-by-step process to go with it.

That’s why I have spent hundreds of hours (a lifetime to be an overnight success – one drop of wisdom) by compiling / reading / researching and applying. I could not be happier – right here, right now. No regrets about the past, no fears of the future. Totally and utterly present. I chop wood. I fetch water. Simple. And I know I am only just getting started.

Excuses are not fact. They are not set in stone. They’re anything but. They are a figment of your imagination. Just thoughts – nothing more. But they are the most dangerous thoughts in the world. Believing them can kill a dream in a heartbeat. But disproving them is what changes the world. Living a life of purpose and passion (BAED) is just that – a way of life. Those who wake up excited aren’t just the lucky ones, they condition themselves to experience and deserve it.

So I’ll ask you one last time…which of these excuses have you been telling yourself?

Let’s see if we can do something about it. You and I both know you can do better. So would do you need to do now?

  • Read this again.
  • Make notes.
  • Ask questions.
  • Stop making excuses.

I won’t or can’t tell you the answers as it where it will end up – but I do know it all starts with a decision. I or any great coach, can only help you get the success you deserve when you decide that is what you want. No more excuses.

How to chop wood then carry water.

Smile, breathe and go slowly but don’t look back in anger, I heard you say. This combination (mash-up) of two quotations (one from Oasis and one from Thich Nhat Hanh)  is having a profound influence on my life at this moment. You see, I am listening to Oasis and reading The Art of Power and loving both. In this moment, right now – they matter deeply and profoundly to me.

I have come across many clients who are living in anger and hate (living in the past) and are only looking forward in fear and towards perceived uncertainty. I have learned a great deal over the last few years about looking around and being totally aware. Right now. You see for me anger, hate, resentment, fear, jealously, envy, worry, doubt, mistrusting, conflict – these are all things that can feel very real at that (this) time. At the time I was experiencing them, they were the frame for my world. However, they are of the mind and just excuses to hang on to yesterday or to live in tomorrow.

Thich Nhat Hanh is one of my stronegest influencers in the last ten years. He is a Vietnamese Zen Buddhist monk and peace activist.  His key teaching is that, through mindfulness, we can learn to live happily in the present moment—the only way to truly develop peace, both in one’s self and in the world. Thich Nhat Hanh has published over 100 titles on meditation, mindfulness and engaged Buddhism, as well as poems, children’s stories, and commentaries on ancient Buddhist texts. He has sold over three million books, some of the best-known include Being PeacePeace Is Every StepThe Miracle of MindfulnessTrue Love and Anger.

His writings offered me some very practical methods of bringing mindfulness and loving kindness to the very centre of my being. You don’t need to be a Buddhist or spiritual to benefit from his teaching and learning this technique.

If you haven’t come across him before, here is a quick biography. Thich was born in Vietnam in 1926.  He became a Buddhist monk at the age of sixteen. During the Vietnam War, Thich chose to help villagers suffering from the bombings and the aftermath of war rather than to sit and quietly meditate in his monastery.  In the early 60’s he founded the School of Youth Social Service, rallying near 10,000 student volunteers to rebuild homes, organise agricultural cooperatives, and re-establish order in the lives affected by the ravages of war.During travels to the United States during the 1960’s, Thich spoke for peace in Vietnam.  During one of his visits he spoke with Martin Luther King, Jr and convinced him to oppose the Vietnam War publicly.  This helped to galvanise the peace movement that continued through the 70’s and until the war was finally ended.  In 1967 Dr. King nominated Thich Nhat Hanh for the Nobel Peace Prize.

So Sally can wait, she knows it’s too late as we’re walking on by /Her soul slides away, “But don’t look back in anger”, I heard you say. –

What I have come to accept (it has taken a lifetime) is that being present is an experience everyone should aim for, every day. It is a time when I feel completely at peace with the moment  I am in, right now. It is the basis of being amazing every day. If you get in the habit of being present, then you may notice some (or all) of what I have noticed –

  • I have feelings of intense calmness (only good eustress).
  • I notice I am smiling more (as do other people).
  • I am kinder to myself (physically and emotionally).
  • I am trying to be kinder to other people (with no motive – altruism).
  • I am not rushing as much to meetings (I am not late, but not early).
  • My reflexes are faster and I join the dots quicker.
  • My mind is clearer and this clarity solves problems.
  • I am more decisive and take better decisions.
  • I know what I want, right now.
  • I know what is right for me, right now.
  • I am better at public speaking, training, coaching and performing.
  • My confidence is deeper without arrogance.
  • I am dealing with death and life as equals.
  • I know and accept that am not perfect – but I am becoming more real.
  • I accept I have many faults and I own them (I eat too fast for one thing).
  • I feel stronger and more passionate about making a difference.
  • I am quieter and read more.

The old Zen standby, chop wood, carry water simplifies this to a feeling of not multi tasking or running faster, yet getting nowhere. I can now see how the past keeps creating my future, and when I am conscious of this, I get to make another choice. I get to forgive the past and embrace the now. When I was living in the past or future, I missed out on the freedom and peace in the now. Lately, I am becoming aware much sooner and quicker when this happens.

The simple truth is being present is when you choose to focus on a particular time frame. There are only three possible time frames: past, present and future. Once you become aware of the thoughts you are having and the content of those thoughts, you will notice which timeframe you are in at any given time. You will begin to notice how often your thoughts and feelings are focused on the past or the future. These thoughts are riddled with judgments, comparing the past or future to your present situation.

Most busy people spend so little of their time being fully present. The rest of the time, they drift in and out as there attention wanders. Your mind may even seem to be out of your own control. How can you be more present?

I start with the power of the breath. By taking many slow rhythmic, even breaths, I concentrate on this cycle; no gaps or holding the breath. Some people say do this through the nose, others through the mouth. I don’t mind as long as it is slow, rhythmic and even. Breath, along with change, is the only constant. I believe being present starts with the breath.

Now take a moment to consider what are you doing right now.  Consider, as a correspondence to that moment of suspended breath-time, what you’re doing right at that moment.

  • Are you ‘just’  reading this post?
  • Where are your thoughts?
  • What are you thinking about?
  • What are your emotions?
  • Where are your hands?
  • What is the time?
  • Is it moving slowly or fast?
  • So you are reading – that’s it…so, just read.

Part of the answer to being present is to learn how to become a ethnographic observer. A witness if you will. Become a witness to becoming aware of what you are doing – exactly what you are doing – in any given moment. Try to observe it, name it and stand away from it. When we cling to a now rather than simply bearing witness to it and letting it pass by, we become trapped in time as it passes.Then develop the routine of letting the rest go; much like bearing witness, whatever is not there in that moment let go.

Be there, right there, right then.

Then gently come back to the breath, when the world or your thoughts begin to again intrude, simply come back to the breath. The constancy of breath can create the constancy of presence for us, if we choose to show up. The act of being present is, in a sense, a meditation without meditating. The stillness here, though, comes from action – breathing, attending, witnessing, releasing and breathing again. This simple cycle can profoundly change the way that you experience our world.

Be Amazing Every Day

Go slowly, smile, breath (slowly evenly and rhythmically) and don’t look back in anger. Chop wood. Carry water.

 

Which is better: Aggression or Collaboration?

It must be obvious surely? Or perhaps a trick question? Well the answer is not as obvious as you may think. Human beings probably have killed in war more members of their own species than any other animal species on this planet. It is undeniable that ours is a pretty aggressive species when compared to the rest of the animal kingdom. Aggression and war are hard-wired into the brain, but so are acceptance, empathy and collaboration. But which is better? There’s only one way to find out: FIGHT! is a recurring feature within Harry Hill’s TV Burp.

The term aggression comes from the Latin aggressio, meaning attack.Every night on the news there are reports about murders, wars and rapes. You might want to start by stop watching the news. But the news isn’t the only place where people encounter violent or aggressive behaviour. We see it at work, while commuting, on the tube and in the home. You can observe it in queues, shops offices and in sport. It starts in the school yard and grows as we get older.


I am a huge fan of Psychologist Robert Plutchik, whom identified eight primary emotions which he coordinated in pairs of opposites: joy versus sadness; trust versus disgust; fear versus anger and anticipation versus surprise. He created the 2D wheel and a conical 3D version in 1980 as a tool for understanding his psycho-evolutionary theory of emotion. Intensity of emotion and indicator colour increases toward the centre of the wheel and decreases outward. At the centre terror becomes fear and then apprehension; ecstasy becomes joy and then serenity. Secondary emotions are displayed as combinations of the primary ones. The cross over and closeness is revealing when we look at our emotions towards aggressiveness.

Researchers in ethology (which is the scientific and objective study of animal behaviour under natural conditions) believe that aggression confers some sort of biological advantages. It all comes down to economics and the notion that aggression, much like anything else, has benefits and costs. Aggression may help an animal secure territory, including resources such as food and water. Aggression between males often occurs to secure mating opportunities, and results in selection of the healthier/more vigorous animal. Aggression may also occur for self-protection or to protect offspring.

Konrad Lorenz stated in his 1963 classic, On Aggression, that human behaviour is shaped by four main, survival-seeking animal drives.Taken together, these drives—hunger, fear, reproduction, and aggression—achieve natural selection. Well maybe. Humans share aspects of aggression with non-human animals, and have specific aspects and complexity related to factors such as genetics, early development, social learning and flexibility, culture and morals. What are these benefits and costs of aggression? Aggression between groups of animals may also confer advantage; for example, hostile behaviour may force a population of animals into a new territory, where the need to adapt to a new environment may lead to an increase in genetic flexibility.

It is interesting to note that during the Cold War, politicians on both sides used their belief that war was highly likely to justify the manufacture and deployment of more and more nuclear weapons. Yet the belief in the near inevitability of war makes war more likely. In 1978 Harvard biologist E. O. Wilson published a ground breaking book On Human Nature. The book tries to explain how different characteristics of humans and society can be explained from the point of view of evolution. Aggression is, typically, a means of gaining control over resources. Aggression is, thus, aggravated during times when high population densities generate resource shortages. According to Richard Leakey and his colleagues, aggression in humans has also increased by becoming more interested in ownership and by defending his or her property

With increased understanding of the relations between genes and environment behavioural scientists have acquired a deeper understanding of the bases of aggression than was previously possible. The brain is awash in chemicals, including hormones and neuro-transmtters that accentuate or dampen its responses and influence its organisation and operations. Neurotransmitters are chemicals that relay, amplify, or modulate signals that are sent between neurones and other cells.There are many different hormones and neurotransmitters, of which the most important are glutamate and GABA, which excite and modify synapses. From all of the possibilities explored and the theories made, you might think that there has been a conclusion made about exactly where aggression originates as well as what could incite a particular aggressive action, but there has not been. However the following compounds seem to be most active:

  • Adrenalin, which triggers the fight or flight response
  • Testosterone, which stimulates aggression
  • Oxytocin which instills trust, increases loyalty, and promotes the tend and befriend response
  • Oestrogen, which triggers the release of oxytocin
  • Endorphins, which reinforce collaborative experiences with pleasure
  • Dopamine, which generates a reward response and fortifies addiction
  • Serotonin, which regulates moods
  • Phenylethylaline, which induces excitement and anticipation
  • Vasopressin, which encourages bonding in males in a variety of species

Out of the last few years of neurophysiological research has emerged a new hope that solutions may indeed be found to the chemical and biological sources of aggression. But there is a caveat. While War has yet to be reduced to a simple set of deterministic biochemical events taking place exclusively within the brain, research clearly demonstrates that basic neurological processes provide all of us with alternative sets of instructions that lead either toward impasse or resolution, stasis or transformation, isolation or collaboration. While no one really knows the exact causes of aggression or if it can even be said that there is one thing that causes it. So, although, there may not be one conclusive answer to why people are aggressive, it doesn’t mean that a combination of theories can’t be right or that someday, researchers will find the answer.

The Cold War and the resonant fear of nuclear fear is now largely over, but old wars continue and new ones have been initiated in many parts of the world. You may hear that the waging war as an inevitable consequence of human nature. This attitude is not only dangerous in encouraging the view that war is the method of choice for settling disputes, it is also very wrong. To get the right answer requires not only a profound understanding of how the brain works, but a global shift in our attitude toward conflict, an expanding set of scientifically informed techniques, a humanistic and democratic prioritisation of ethics and values.

We don’t need a fight to know, we need to begin with a willingness to start with ourselves.

Be Amazing Every Day.

Radical Leadership Wisdom

  • Leaders who don’t think like leaders.
  • Leaders who look for blame
  • Leaders who think like managers
  • Leaders who devalue their leadership
  • Leaders limited by their belief structure

So it is time to create some new Radical Leaders, right now. Why? Well looking up the dozens of Google synonymous or conceptual triggers of this word, consider these as applied to radical leadership: Amazing, Innovative, Uncompromising, Profound, Rigorous, Far-reaching and Essential.

Radical is in fact an amazing word, contaminated by it’s evil cousin ‘radicalisation’, which has a connections to extremism, which, in turn has a connotation of extreme violence. However the good version of radical can be twinned to the biochemical version ‘radical’: group of atoms behaving as a unit in a number of compounds. So radical leadership seems to induce alignment, one team, synergy of hearts and minds.

Using the principle of my knowledge leadership ‘still’ (and modeled on my memories of synthesis biochemistry), I have ‘distilled’ a potentially precious droplet of Radical Leadership Wisdom (RLW). Great abstractions are the distillation of an ideal and can be formed with just that ideal in mind, devoid of specific assumptions. Starting from what we see now and abstracting from there is not unlike solving a maze backwards. The best way to explore these radical leadership ideas is to start from a blank slate with lots of research behind it. Starting with an abstraction allows you to research and explore with that abstract solution grounding your explorations.

So my radical droplet proposition for leaders, is that leadership knowledge, wisdom and insight may sound like synonyms, but they are not. Though they all refer to the mind and an accumulation of thoughts and experiences, they have some very real differences in the essence of their meanings and their applications for Leadership.

Radical Leadership Wisdom is the ability to discern and judge which aspects of that knowledge are true, right, lasting, and applicable to your business. It’s the ability to apply that knowledge to the greater scheme of life. It’s also deeper because it is the knowing the true meaning or reason. RLW is all about knowing your why and what it means to your business.

Wisdom is the result of the distillation of your experiences 

-Adamus Saint-Germain

Insight is the deepest level of knowing and the most meaningful radical leadership. Insight is a deeper and clearer perception of life, of knowledge, of wisdom. It’s grasping the underlying nature of knowledge, and the essence of leadership wisdom which changes everything. So Radical Leadership Wisdomwould be uncompromising leadership that is rooted in integrity, authenticity and the ability to create (biochemical) ‘radicals’ of commitment.These radical leaders would be also uncompromising travellers in search of the truth, with high levels of antibodies to bullshit, and determined to make a profound difference.

Discussion is always good and here we could debate what Radical Leadership Wisdom (RLW) might look like:

  • RLW always creates more leaders (not just) followers
  • RLW change from the old (management) style of ‘I Leadership’ to ‘We Leadership’. Radical Leadership begins with We.
  • RLW moves from controlling people to aligning passions. Successful leaders align the passions of their teammates with organisational mission.
  • RLW enables people to simplify, edit and amplify. Some leaders enjoy the feeling of importance that complexity creates. But, any fool can make something complex. Leaders always simplify.
  • RLW requires change from deciding who was right to what is right. In the world of RLW, it doesn’t matter who comes up with solutions.
  • RLW create pursuing clarity and abstraction of truth. Most people don’t have the discipline or endurance to bear the frustration of pursuing clarity. They just want to get something done.
  • RLW is massive movement from receiving praise to giving it.

To have this Radical Leadership Wisdom means to have a new powerful positive vision in life and be able to see beyond the ordinary. This radical vision when combined with massive action can truly change the world. Now is the time to re-take the word ‘radical’ and use it for new breed of leaders. It’s time for Radical Leadership Wisdom to be at the core of the curriculumSince we can’t simply carry on applying exhausted leadership to our vibrant enterprises, the time of Radical Leadership Education (RLE) has also come. [Ask me how]. It is my experience that RLW and RLE combined with discipline and perseverance, are the most important skills you can have.

Individually, we have one drop of Radical Leadership Wisdom. Together, we are an ocean.

Be Amazing Every Day. 

Innovate and Cry

I made someone cry at work the other day. I did not mean to, in fact I was trying to encourage them. I am sorry, I was wrong.

I have seen something more dramatic happen in the last few months. The truism innovate or die is being challenged. Lasting success is more rare than ever, as the innovation rate rises and competition gets tougher. So, how do you keep up with the increasing complexity and innovation in the market? The most natural way, of course, is to unleash the innovative potential of the organisation. Which can be very painful. To do so, a creative climate is a necessity, but far from enough. Innovation excellence requires shared language, processes and platforms too.

Explore, play and create novelty.Innovation as an expression of human creativity and lateral thinking, is not the result of economic development, but rather the source of sustainable economic and social progress. I am privileged to be working at the cutting edge of empirical service innovation and it is very exciting. In restaurants and hotels I work closely with, I see that they are constantly attempting to find innovative ways to serve customers more effectively and efficiently. My experience of seeing innovating in a service business, is that it seems to work best if the innovations are:

  • aligned with you why or purpose,
  • meet (and predict) a future consumer need and
  • can be delivered by empowered staff.

Now more than ever, innovation is seen as key to growth, to acquiring and sustaining competitive advantage, and to building shareholder value for the long term. But is innovation deflecting us away fro giving excellent service? Of course service systems are the dynamic configurations of people, technologies, organisations and shared information that create and deliver value to customers, providers and other stakeholders.

I see the innovation process fast becoming more open and more global. Setting up shop in local markets around the world and getting customers more involved in innovation efforts are now a vital part of any successful innovation effort.The rising significance of service and the accelerated rate of change mean that service innovation is now a major challenge to all business sectors. Innovation is forward looking. Solving yesterday’s problems is important, but not innovative. Copying what others do well is often a good approach, but not innovative.

Hotels, restaurants and the service industry form a growing proportion of the world economy and are becoming central to the way businesses, governments, families and individuals work. Innovation, a term applied almost exclusively to technologies in the past, is increasingly used in relation to service systems. Ideas of service are, of course, not new. However, the scale, complexity and interdependence of today’s service systems have been driven to an unprecedented level, due to globalisation, demographic changes and technology developments. Over the course of modern history, innovation has proved fundamental for formal organisations. In the past decades, as market competition intensified and the business environment grew in complexity and uncertainty, innovation became essential not only to an organisation’s performance, as several studies have demonstrated, but to its very existence and survival.

Innovation can be seen as a new or improved ways of designing and delivering services. This may include innovation in service delivery systems, though often this will be regarded instead as a service product innovation. Innovation of this sort may be technological, technique or expertise-based. While radical innovation can be viewed as market driving idea which comes from the leader’s vision of market opportunity, the incremental innovation from the service team is equally powerful. Just don’t make them cry.

It is surely true that every company, in every industry, needs an innovation strategy. This can be a high-tech product innovation, packaging innovation in consumer goods, or process innovation at financial services companies. But this requires a zoom out then zoom in approach. This results in a new challenge to service innovation, the real-time nature of introducing new services. The service cannot be tested in a laboratory. At minimum it must be pilot tested with real guests in a real hotel. Real clients in the restaurant. Even though innovations are desirable, the customers and organisation may resist them. And that can be dangerous ground and can produce some negative feedback on social media.

My passion for excellence requires that innovation is most successful in service operations that seek the support of employees for innovations and, beyond that, encourage employees to participate in a culture of innovation. Many individual strands of knowledge and expertise relating to service systems already exist, but they often lie in unconnected silos. Perhaps my favourite expression,

Learn, Love, Laugh, Cry and Innovate.

I will try not to make anyone else cry tomorrow.

Be Amazing Every Day.

Unknown Pleasures

The title of one of my favourite (and iconic) albums is Unknown Pleasures by Joy Division. The title probably comes from Marcel Proust’s Remembrance of Things Past. I have (honestly) tried to read it, but it is a long novel in seven volumes known both for its length and its theme of involuntary memory, the most famous example being the episode of the madeleine. The narrator begins by noting, For a long time, I went to bed early. He comments on the way sleep seems to alter one’s surroundings, and the way habit makes one indifferent to them. As a neuroscience trainer, I love the idea of getting less sleep.

Listen to the silence, let it ring on. Eyes, dark grey lenses frightened of the sun. We would have a fine time living in the night, Left to blind destruction, Waiting for our sight. – Transmission (Joy Division)

Pleasure is usually describes as the broad class of mental states that humans and other animals experience as positive, enjoyable, or worth seeking. It includes more specific mental states such as happiness, entertainment, enjoyment, ecstasy, and euphoria. In psychology, the pleasure principle describes pleasure as a positive feedback mechanism, motivating the organism to recreate in the future the situation which it has just found pleasurable. According to this theory, organisms are similarly motivated to avoid situations that have caused pain in the past. And then punk came along and I was inspired to know more.

Joy Division were formed in Salford, Greater Manchester in 1976 during the first wave of punk rock. Bernard Sumner and Peter Hook had separately attended the legendary Sex Pistols show at the Manchester Lesser Free Trade Hall on 4 June 1976, and both embraced that group’s simplicity, speed and aggression. In fact according to legend every one of the 200 people there formed a band. Ian Curtis, who Sumner and Hook already knew, applied and, without having to audition, was taken on.

In 1979 I bought this amazing album I went that year so see them play live at West Runton Pavilion (North Norfolk) and met with Ian Curtis . I loved him and what Jon Savage described their music as, a definitive Northern Gothic statement: guilt-ridden, romantic, claustrophobic. His life is brought to many people’s attention in the stunning film Control.Curtis, who suffered from epilepsy and depression, committed suicide on 18 May 1980, on the eve of Joy Division’s first North American tour, resulting in the band’s dissolution and the subsequent formation of New Order.

The cover of the Unknown Pleasures album stimulated my love of Astronomy, Pulsars and the Universe (I still have the T shirt).The cover of their 1979 debut album is probably more well known than the album or band themselves. Famed cover art designer Peter Saville is credited with designing the cover, but as the myth goes it shows a series of radio frequency periods from the first pulsar discovered.I was studying brain science at the time and using complex mathematics like Fourier analysis to decode the data of action potential in nerve transmission. I thought the image on the cover (and it is largely cited correctly) as depicting the first pulsar discovered (CP 1919). In fact it’s not the first isolated plot of that pulsar, which was made in 1967. That honour goes to Jocelyn Bell Burnell from the Mullard Radio Astronomy Observatory in Cambridge, whom I was very lucky to meet when my father introduced (as head of medical research) in Cambridge.

Radio pulsars are neutron stars, huge, spinning ‘nuclei’ that contain some 1057 protons and neutrons. The large clump of nuclear matter, which has a mass about equal to that of the sun, is compressed into a sphere with a radius on the order of 10 kilometers. Consequently, the density of the star is enormous, slightly greater than the density of ordinary nuclear matter, which is itself some 10 trillion times denser than a lead brick. Currents of protons and electrons moving within the star generate a magnetic field. As the star rotates, a radio beacon, ignited by the combined effect of the magnetic field and the rotation, emanates from it and sweeps periodically through the surrounding space, rather like a lighthouse beam. Once per revolution the beacon cuts past the earth, giving rise to the beeping detected by radio telescopes.

Peter Saville, who had previously designed posters for Manchester’s Factory club in 1978, designed the cover of the album. Saville reversed the image from black-on-white to white-on-black and printed it on textured card for the original version of the album. The image itself according to Scientific American writer Jen Christiansen was by Harold D. Craft, Jr., was a graduate student at Cornell University in the early 70s, working with cosmic data a the massive Arecibo Radio Observatory in Puerto Rico. You can read Christiansen’s account of her investigation, and listen to her interviews with Craft at Scientific American. He and his colleagues were experimenting with some of the first digital measurements of radio waves from pulsars (collapsed stars that flash like lighthouses), using radar equipment at the observatory. By chance, Craft ended up writing the computer program that would produce this iconic image.

Unknown Pleasures’ cover was computer generated.

Craft said he had no idea that his image was being widely used on the cover of a famous record. “I went to the record store and, son of a gun, there it was. So I bought an album, and then there was a poster that [they] had of it, so I bought one of those too, just for no particular reason, except that it’s my image, and I ought to have a copy of it.”

Unknown Pleasures was recorded at Strawberry Studios in Stockport, England between 1 and 17 April 1979, with Martin Hannett producing. Describing Hannett’s production techniques, Hook said,that Hannett was only as good as the material he had to work with, “We gave him great songs, and like a top chef, he added some salt and pepper and some herbs and served up the dish. But he needed our ingredients.”

The experience of pleasure is subjective and different individuals will experience different kinds and amounts of pleasure in the same situation. Many pleasurable experiences are associated with satisfying basic biological drives, such as eating, exercise, hygiene or sex. For real pleasure, try listening again to Unknown Pleasures again, now.

Dance, dance, dance, dance, dance, to the radio.

Be Amazing Every Day.