"They'd Trade Labor Day for Days of Labor" -Scott Simon

"Any one of us who is lucky enough to have a job today must worry about losing it. This Labor Day, we might salute the millions of Americans who don’t have jobs, but who in many ways work harder than ever."

On the way to the drop zone on Saturday morning, lucky enough not just to have "a day job," but to have an extracurricular activity that's sometimes better than break even as well, I heard a short piece on NPR that moved me.  NPR is my normal accompaniment on the way to work during the week, but on a weekend, I start out tuned into something a little more designed to get the blood flowing.  I was grateful this past Saturday was different.

You can read or listen to Scott Simon's reflection here.

This Labor Day, I hope you will.

Humanities Degrees and Jobs

Reflections on the reality of searching for a job with a degree in the humanities:

http://www.insidehighered.com/blogs/mama_phd/more_on_the_humanities_and_the_marketplace

Something my better half is struggling with at the moment.  The writer’s response to a solicitation for donation from her alma mater will make you smile:

“As all of the benefits you gave me were intangible, I assume you understand and appreciate the value of my sincere gratitude, in lieu of a financial contribution.”

--"Isn't it pretty to think so." --EH

The Best Job in the World

If you don't know about this contest, you can learn about it here.

I'm not applying for the job. But I have at least one friend who has. The video below is from the wife of a skydiving bud. I shouldn't be surprised. Boo and Renee host a pig roast every year that as many of us as can make it jump into. They've also mastered the art of getting their Christmas tree decorated without the hassle of doing it themselves: they put up the tree, put out the decorations, and then host a party. You're simply obligated to hang at least one ornament when you arrive.

I'm not surprised by the video job app below; it's really just one more line on a resume filled with class acts. You can view it through the YouTube link below, or you can see it at the job site and give it a rating. Enjoy.

A Conversation: "Where More Credit Is Due"

Over at The Archer Pelican, blog buddy Phil posted the following thought provoking proposition three days ago under the title, "Where More Credit is Due":

An emerging thought:

In America it seems to me that we often give too little respect to how hard things can be: whether the length of time it takes to mourn a lost relative, or how difficult it is to find the courage to apologize, or how scary it is to leave a job or a relationship.

That said, it also seems that we have to little faith in how strong we can be: whether in the ability to keep functioning while taking the time to cry, or the resolve to push our way through to saying what needs to be said, or the will to walk out a door and to keep walking while everything tries to pull you back.

I could be wrong, but that's the way it seems to me.

To which, a couple days later, I mustered the following response:

Phil, I'm gonna object to just one thing here. Well, not "object" so much as "recast." Among the things you think people don't credit the difficulty of is how scary it is to leave a job or a relationship. You're right, those things are scary, and sometimes one needs to summon the courage to do just that: leave. However . . .

A worse thing, I think (and recent experience of course makes this personal) is the corollary of that failure to respect the difficulty of a thing, i.e., the expectation people have that something should require little effort in the first place. This applies especially to relationships. If I understand you, you are saying that, in this country, we expect everything to come easily. And worse yet, we expect those things to be perfect. A good relationship is almost always the result of hard work, and even the best relationship is never perfect. Some relationships need to end, and the worst ones often take the most courage to leave. But our failure to respect the difficulty and complexity of human relationships sometimes means that people bail without really trying.

And trying to endure is not the same as trying to make a thing better. Better to bail than throw up one's hands and embrace martyrdom. But that false expectation of ease, I think, too often leads people to the martyr label before they have made an effort to make a thing better. Be it job or relationship. Again, some things are unfixable. I know that. But a corollary of your observation is that too many people don't think they should need to try.

I offer both here as an example of the reason I write or read blogs at all. They are, the ones I treasure most, like an ongoing seminar with people who are not only smart, they're my friends. When Susan Jacoby indicts blogs on the whole as anonymous venting by semi-literate, anti-rationalists in her book The Age of American Unreason (which I finished over the holidays and will have more to say about later and elsewhere), I can't help but think she lives in a different blogosphere than I.

Quote for the Day: Frost

I'll inaugurate a new label for posts today: "Quote for the Day." Often circumstances or events bring to mind some appropriate passage or other from some work tucked away in a fold of my brain or a shelf of my office. I may as well share them.

Today's was brought to mind by a conversation yesterday with a dear friend whom I left behind with so much of my life in Colorado. He had opportunity over the holiday to spend time in the woods engaged in physical labor of the sort that being voluntary makes a sort of church. As he described it, a poem by Robert Frost came to mind. The entire poem is short enough to read in a few minutes, and well worth the time, but a short quote will suffice here to get the main point across. Frost's point and my friend's--Robert's point in Robert's words:

But yield who will to their separation,
My object in living is to unite
My avocation and my vocation
As my two eyes make one in sight.
Only where love and need are one,
And the work is play for mortal stakes,
Is the deed ever really done
For Heaven and the future's sakes.

From "Two Tramps in Mud Time," by Robert Frost.

The Bad: Jen, the "inaccessible" Realtor

I had every intention of naming names, complete with links, but Fate is kinder than yours truly, so Jen will be spared that for now.

I've already mentioned that I thought, briefly, on Saturday night last, that my search for a place to live in Charleston was finished. Of all the places I'd seen during the day, only one had merited the comment, in my semi-legible scrawl on the bottom of the MLS printout, "Could live here." That place, we had seen early in the day, about sixth or so on the list of places we'd visited.

From the beginning, we'd had no luck getting through to the listing agent, Jen. There was a lock box on the property, but a call to the listing agent is a common courtesy. No answer, but no big deal--courtesy was still satisfied. Until, that is, the combo for the lock box turned out not to work. More calls to Jen went unreturned. I walked around to the back of the townhome while Sue continued to try to reach Jen. Then, peering in the back window, I saw Sue walking through toward me. "The front door was unlocked," she said, as she let me in the back door. "Still nothing from Jen."

It was a great place though. (You can find photos of the neighborhood here, and you'll have no trouble seeing why my daughter thought it was way cool, the kind of place where it wouldn't be possible to forget you lived at the beach. "That other place [in Byrnes Downes] is more like living in Fayetteville," she quipped. 'Nuff said.) Three stories. (Floor plan here.) Living, dining, kitchen, half bath on the ground. Small, fully fenced, gated patio with small grass area in back for Sydni. Parking behind the building. Two bedrooms and two baths on the second floor, with a way cool balcony off the master. Easy to picture myself out there in the afternoon, reading in prep for the next day's classes, gin & tonic on the arm of an Adirondack chair. Then one more bedroom on a third floor. (It would be one more guest room. I didn't plan to cart my desk up all those stairs. More likely would be having the study as part of the main living area on the ground floor.)

The place still smelled new. Some people hate that smell. I always loved it. When I moved out of my first home in 1985, it still had that smell even after three years of me living in it. I especially loved the new smell considering that at least four of the places we'd seen earlier in the day had been inhabited by smokers. Blehhhhhh!

Anyway, I left the place after that initial viewing (my daughter was having a well-deserved morning of sleeping in), knowing that if I didn't find something closer in and less expensive, this, at least, would do. I could look forward to coming home to this every day. Balcony. Gin & tonic. Sunsets overlooking a lake. Yeah.

But it was the second farthest out from town of everything we looked at during the entire day. You could figure that a gallon or more of gas used each day, round trip, would add about $100 monthly to the cost of living there, already at the upper end of what I was willing to pay. So the search went on . . . all day.

Several times during the day, because we wanted to confirm that Sydni would be acceptable as a tenant, Sue continued to try to call Jen. Never any return calls. Later in the day, I called myself, both her mobile and her office number. Left messages. When, as the sun was setting, I drove back out with Jacquelyn to show her the neighborhood and she gave it a huge thumbs up, I tried yet again. Finally, I let Sue know I'd decided. This was it.

At that point, she began an even more intense effort to reach the listing agent, Jen. Phone, no response. E-mail, no response. In the end, she e-mailed the agency Broker. That worked. Minutes later, she got a call back from Jen. "I'm sorry. I've had guests in town and I haven't been very accessible today," is what Sue related to me was Jen's excuse. Excuse me? If that were my property, I'd be a little disappointed to learn that my Realtor was "inaccessible," ever, for an entire day without someone being really ill. Forward calls to another agent. To a central office. Somewhere!

Now I realize that everyone deserves to have a life. Even Inspector's General deserve a life. But guess what: some jobs require that you be accessible, or make arrangements for someone else to be so. Being an IG is one of those jobs. I should think that being a Realtor would be one as well. Apparently not though. At least, not for Jen.

It gets better though. If you've read the earlier post, you know that when she did call, it was to say that she'd offered a lease to someone the day before. Well, thank you so much! Had she been "accessible," she could have saved my Realtor a trip out there with me that morning. She could have saved us the 30 minutes spent walking through, imagining myself in it. She could have saved me and my daughter the trip back out there at the day's end. She could have saved me the false relaxation of thinking the search was over. She could have saved everyone a lot of trouble and time. She could have, in short, done her job. But no, her job, as she conceives it, apparently allows for inaccessibility when it suits her.

Like I said, I'd have no problem naming names here, but I've temporarily misplaced the MLS printout with her full name or the name of the listing agency. Maybe another day. Maybe an update. Maybe she should consider other work, as a favor to us all. Please.

The Service Gap; One Clerk Too Many; The Most Important Job You'll Ever Have

Everything I know about service, I learned as a teenager, from my father and grandfather, working in our family store. I mean that literally. I can't think of a single thing I've learned since. I've been reminded of one thing or another over the years, but always with the reaction, "Oh yeah, I knew that."

Greet the customer when they walk through the door. Smile and say hello. Always ask if you can help them find something--even the folks you know probably know the store better than you. If you don't know the answer, tell them you'll find out--and do. If you're busy with something at the moment that you can't stop, acknowledge their presence and tell them you'll be right with them--people will wait patiently longer than you would think possible so long as they know you're aware of their existence. There is always something to do--stock shelves, pull items to the front, dust, sweep, put away carts, clean windows--in most service industries, you are paid for your time, not the tasks you accomplish; the sooner you learn this, the more valuable you will be. Employers, whether you know it or not, are constantly keeping tabs on what your time is worth versus your co-workers. And finally, the customer is always right.

The nuances of that last one are hard for many to grasp. Someone gives you a five, and as you count their change, they protest that they gave you a ten. Maybe you're dead certain it was a five. Maybe you're certain they're merely confused, or maybe you're certain they're scamming you. You have only one question to answer: Do you want them to continue to be a customer? If yes, then they're right--no questions asked. If no, then the rule that ended the last paragraph doesn't apply anyway does it? The awareness is key. You need to be aware that contradicting them, sticking to your guns on that five spot, may very well mean they're no longer a customer. Is it worth five bucks? Not likely. That applies to almost any situation where you and your customer may disagree. Giving in may cost a little in the short run from time to time, but it will almost always pay dividends in the long haul. This rule was the beginning, I think, of my awareness that truth will often fight its own battles, and that allowing it do so, after you've stated it quietly and clearly (see the previous post on Prof Kirkpatrick), will almost always raise your estimation in the other person's eyes far above what your skills at debate might. The next time you disagree, they will remember the outcome, and they will give your words more weight. If they don't, then they are simply slow learners and their opinion of you should have no bearing on your opinion of yourself.

The Service Gap

What, you may be wondering, got me started before I'd even finished my second cup of coffee this morning? An article on the front page of today's Gazette put a name to a frustration I and others have been experiencing more and more lately: "the Service Gap."

If you’re older than 50, you’ve probably had this experience:

You’re standing at a checkout counter, ready to pay, and the twentysomething behind the register is talking on her cell phone. So you wait, and wait, and wait, and when the clerk finally finishes her conversation, she offers not an apology, but a grimace that suggests you’ve interrupted.

Sound familiar? It has a name: the Service Gap. It’s business-speak to describe a phenomenon fueling plenty of holiday-shopping frustration: the difference in the way baby boomers and members of the “millennial generation” define the concept of customer service.

I disagree with just one thing. I think this has little to do with differences in definition. I think the clerks we're talking about here, the frustrating ones, have simply never been introduced to the concept at all.

This disagreement extends to the article itself. There are older persons quoted, both consumers and managers alike, who seem to blame it on the younger generation as a whole. Then there are hard working younger folk who disagree:

“They’re clueless,” said Franni Segal, 55, a travel agent with a degree in retailing. “They’re more interested in talking to their friends.”

When she was in her 20s, working on commission as an assistant manager at Bonwit Teller, she recalled, she and her colleagues eagerly courted customers. “Today when you go into a store, they’re not interested in your needs . . . With the kind of service you get now, you might as well be on the Internet.”

But Sarah Collier, a 20-yearold Arcadia University junior who has worked in retail sales, said she thought her peers’ customer-service skills depended on their background and training, not their age.

“I don’t think it’s necessarily the entire generation. I think it’s just the individual,” said Collier, a hard worker who now sells time-share vacations for a Poconos resort. “I know how to give good customer service.”

Folks, Franni should just retire now. Sarah is going places. Sarah is going places for at least two reasons. First, if she's right and she does give good customer service, then she has a leg up on many of her peers. Second, her attitude recognizes that the Service Gap is fixable--Franni's fatalism is damning. I'll hire Sarah to supervise Franni in a heartbeat. Sarah will train her peers. Franni will just whine in the break room about how "untrainable" Sarah's peers are.

Franni has lots of company though. The world is full of whiners and fixers. The whiners drag us all down; the fixers help make it a better place.

My world is no different. I work at an institution of higher learning that likes to bill itself as "The nation's premier institution for developing leaders of character." Every program, every class, every activity gets examined for, must justify its existence through, its contribution to that goal. The problem with placing such intense focus on programs, classes, and activities through this "lens" of character development is that we lose sight of the most important factor of all: the people holding the lens. Leadership suffers from a belief that if we just keep raising the lens itself to the status of holy touchstone, and keep tweaking the programs under finer and finer focus, then eventually we'll get the output we desire: "leaders of character." Sorry. It will never work that way.

Leaders of character are molded through example and correction. All those classes and programs and activities matter, but they mean nothing without daily exposure to the right examples and daily correction and explanation of why what matters, matters. It takes me twice as long to walk across our campus as anyone else I know. Why? Because I am busy, as I walk, teaching. A salute is not a thing to be rendered silently. Proper courtesy demands that it be rendered with "an appropriate greeting." Being absorbed in your own thoughts or in a conversation to the point that you don't notice an approaching or passing officer is not okay. Lack of situational awareness in battle or flight will get you killed. The same lack, crossing my path, will simply get you an opportunity to have a conversation with someone much your senior.

Does that make me an ass? William Withers, "a communications professor at Wartburg College in Iowa who, with his colleague Patrick Langan, has spent years studying customer service," would argue that it does:

What’s the answer for peeved holiday shoppers?

Adjust your expectations — down, Withers said. Or be willing to pay more to shop and dine at establishments that have the time, interest and money to train their employees.

Nobody should waste their breath berating a young clerk or waiter, he said.

“Calling over the manager isn’t going to matter,” Withers said. “The server may still not look you in face. And they’ll be texting their friends about what an ass you are.”

Well, yes, if my conversation with these future leaders or current clerks took the form of "berating" then I would have to agree, even I would look in the mirror and see an ass. But as the candles on my birthday cakes more and more resemble a small bonfire and as the testosterone levels in my blood taper off, I find myself finally able to have conversations with clerks and cadets alike where my vocal cords don't tighten, my blood pressure doesn't change, and in consequence, my young charges defenses don't immediately swing to red alert. A significant factor in that capability rests in recognizing that the problem doesn't lie in the person, as fatalists like Franni would have us believe, or in the culture, as Withers would have us believe. We are the culture. We make it.

Culture is shaped by our own expectations and what we are willing to accept. If we follow Withers' advice and adjust our expectations down, then culture will head the same way, down. Is there anyone who believes that minimized human contact and interaction is an improvement? That interfacing with Overstock.com is preferable to the smiling face and twinkling eyes of the young clerk who made my eggnog latte the other morning and asked how my day was going? Maybe she really cared; maybe she didn't. Maybe she watches Rules of Engagement and took a lesson from the waitress at the corner diner who rebuffed Adam's hilarious rejection by telling him, "I'm a waitress. I work for tips. I flirt with all my customers." I tipped my barista well. If you tip servers who give you gruff service (the rules are different in NYC, I know, which is why I hope I never live there), then for God's sake, stop it! You're in the same class with those other officers who walk across my campus or through the halls of my institution and plop into a chair in the break room and complain about how cadets never greet them properly any more. "What did you do about it?" I ask. "What do you mean?" is the response I get.

Do something! Don't be willing to accept poor service. Do talk to the clerk, nicely, if you're the kind of person who can. Talk to the manager if you're not the kind of person who can talk to the clerk without feeling like an ass. If you're not the kind of person who can do either, or if you talk to the manager and get a blank stare, then talk with your feet and shop elsewhere. But don't complain and do nothing. You have the power to change your world. Use it. Whining just drags mine down too.

Listening to people complain is actually my job these days. It's not just tolerable; I even like it. Why? Because it doesn't stop with listening. If the injustice is real (and it isn't always), I get to fix things or to help people through the steps of fixing things themselves. Give a man a fish vs teach a man to fish. Sometimes the fish is a whale, sometimes a shark. That's okay too. I have a rack of harpoons. But, as usual, I digress . . .

One Clerk Too Many

Two final thoughts, mostly for whatever young readers I might have, beginning their journey through the world of employment, whatever form it may take. First, one of the best lessons my grandfather ever taught me in that family store came one day when I was leaning against the soda box chatting it up with a classmate that Grandpa had hired (probably against his better judgment because he would have anticipated exactly the scene before him). He came over to us and said simply, "You know, when I was a young man working in a shop over in town, I was talking to another clerk one day when the owner came over, looked at us both, and said simply, 'You know, I was told long ago, if you've got two clerks talking to each other, you've got one clerk too many.'" Grandpa walked away. Keith and I found work to do. I never forgot that line and all that it conveyed.

The Most Important Job You'll Ever Have

Lastly, I lied, when I said everything I learned about service was learned in that store. At some point after I'd left to don the uniform I still wear, I did pick up one other line that has stuck and is worth repeating here. Either as a cadet or as a young butter bar, I must have complained about the futility of some Mickey Mouse "additional duty" I had been assigned--pubs monitor, unit historian, who knows. "Let me tell you something," the mentor had said, "the most important job you will ever have is the job you have right now." Clichéd? Maybe, but I think not. By definition, a cliché has "lost originality, ingenuity, and impact by long overuse." That particular little nugget of wisdom, it seems to me, isn't used enough. It may even be that it needs explanation here, but I think I'll just let it simmer. You either get it or you don't. And in a society where "authorities" like Withers would argue that our disappointment is a result of unrealistic expectations rather than lackadaisical performance, maybe it's not useful anymore in society as a whole.

I can only tell you this. It's been useful for me. It was useful for my grandfather and father before me. I hope it will be useful for my daughters. And it will damned sure be useful for anyone who ever works for me.

Homework

“I’m not seeing the Service Gap,” said Susan Magee, an adjunct professor at Chestnut Hill College who has studied the millennial generation. “I just think they’re kids.”

Remember, she said, it’s the holiday season, and store clerks of all ages are busy and stressed like everyone else. “I think at Christmas, if the person can manage to say, ‘Hi,’ get my item in the bag, and not forget my gift receipt, I’m satisfied.”

She's right and she's wrong. They are just kids. No one is born knowing what customer service is. But if we're willing to accept poor service and call ourselves "satisfied," nothing is likely to get better. The world and the people in it have a way of living up to or down to our expectations. I'm pretty sure that's what The Secret is all about, albeit centered on our expectations for ourselves. It works that way for others too. By expecting more of them, you can help them become better. What's difficult to master is the subtle difference between expecting things to be better from the outset and finding them so versus thinking they should be but not being surprised that they aren't. There's your homework. Good luck.

Update: Here's a link to the original article by Jeff Gammage, published in The Philadelphia Inquirer on 20 Dec. All block quotes above are from that article.

Engaged vs Disengaged

I had the good fortune to sit in on a briefing this morning from a representative of The Gallup Organization. Central question: Can character be measured? Answer from the speaker: Yes.

It is, of course, more complicated than that. But that's it in a nutshell. Most importantly, I came away convinced.

More importantly still, I came away wanting to work for the company that said they could do it. I came away convinced that they get it. That, for all their inexperience with military culture, they can translate. I came away thinking that the most cogent quote of the day might have been, from John C. Maxwell, translated and paraphrased, "There's no such thing as military ethics. There's just ethics." In other words, for the most part, there's no need for translation.

I also came away a little saddened, and clearer than ever in my mind that, for my good, and for the good of an organization I've loved for a long time, and given 26 years of my life, it's time for me to leave. I am anything but disengaged, but I share too many characteristics at the moment with the disengaged. At some point, when I have time to pull from the web the characteristics I mean, I will explain them one by one. Disturbed, I asked whether possession of the characteristics was what classified a person as disengaged, or if some other test determined that, and then the disengaged could simply be expected to exhibit those characteristics? I was told that the measuring of engagement was independent of these factors.

Let me offer a few examples. The engaged and the disengaged tend to have opposite answers to questions like, "Would you recommend this company to a friend?" or "Do you want to still be working here in a year?" Engaged workers are happier and more productive. I'll buy all of that, but there is still that chicken/egg question: disengaged, therefore unhappy; or, unhappy, therefore disengaged. More importantly, can you still be engaged, yet share answers with the disengaged. These are questions I'm pondering, but questions I'm sure Gallup has the answer to.

Probing my own situation, I found some consolation in one more point. The quote went something like this: "People join organizations; they leave individuals." You can love your job, love your organization, and reach a point where you can no longer watch it driven into the ground by one or many in positions of authority. The longer you watch that occur, the more you may find yourself in the "disengaged" camp in answering certain questions. The more you love your work, your mission, your teammates, the more devastating the impact of poor leadership on your morale. Does that make you disengaged or too engaged? This is more than semantics. There is something very basic at stake here.

There is a book answer, I'm sure. But I'd love to hear any comments. Bookish or otherwise.