In Service

How difficult is it for you to be in service to someone. I've worked in a number of service jobs from waiting tables to industrial sales positions. We serve our customers, clients and co-workers in a number of ways and often think of ourselves in that capacity. There are a number of characteristics that I find in common; some are exemplary and others are kind of off putting.

In the positive category is the joy of sharing special knowledge. It can be as simple as telling a customer that the special of the day is not as good as the menu is tauting and that something else might be better. Or it can be as complex as passing on new information to a client that has the potential of saving them money, time or effort. At Discovery World Museum, I get the privilege of showing our visitors things they will never see in the real world and how these things affect their lives daily. All in all, these examples are part of the job description, but can give the server a good feeling and the receiver a benefit

In the negative column, we can put the "we versus them" syndrome. Ask retail people how they feel about customer that show up ten minutes before closing, keep them in the store until after closing (most managers will not kick shopping customers out of the store allowing them to linger until they leave of their own accord) and then leave without buying anything.

Ask sales people how they feel about customers asking them for new idea's and products when they know that the buyer will take their idea's and shop them to the lowest bidder. The practice of shopping in retail stores and buying on-line is a growing tactic, which is obviously detrimental to local retailers. You will note that many large retailers are promoting their on-line outlets. Live people working in retail outlets never get the satisfaction of knowing if their help produces the sale.

When I was in sales, I had a buyer, will call him Greg, who was new to the profession. Greg was emulating someone in his organization who had the professional persona of an oaf. Greg and his mentor had to maintain an arms length from the sales people that called on them for fear, and this distinction is important, that he might get sold something. You see they are people out their that never, in their mind, get sold, they might buy, but they never get sold. They are in charge. They are the innovator's, the discovers and they make informed decisions.

Greg once asked me how I put up with the humiliation of the rejection and the general lack of respect that he felt my profession suffered from. I gave him an diplomatic answer because he was one of my contacts at a major customer, but it told me a lot about what Greg felt about sales people. The unfettered truth is that the slights I might have felt from him were far outweighed by knowledge that the service I and my team provided to his company that saved them hundreds of thousands of dollars. I knew he took credit for this accomplishment, but I also knew that his co-workers and other key people in the company knew otherwise.

Someone told me recently that if you dealt directly with the public you were doomed to a life of long hours and low pay. This seems to be true. But than most professions that are important to us are not compensated fairly. I don't know why we as a society tolerate this, but we do. I want to have police officers, firefighters, teachers, airline pilots and medical support personnel fairly paid for what they do for me. Instead, we pay more to people that don't benefit us as much. It's not that the doctor, CEO and professional athletic doesn't contribute to my enjoyment of life, but hardly in the difference their pay reflects. From these people, I feel the need to justify their status and worth. In contrast, their underlings are obvious in their value. Maybe it's because the overpaid people are not serving us well

What is Creativity?

Even Creative people can't quite agree what creativity is or how it expresses itself. If you were at my house Sunday night where Maria and I deliberately brought together four of our friends that are creative in a certain field but do not make their living at it, you could have come away with a better idea of the nature of creativity.

A painter, screenwriter, photographer, and musician all gathered in our home and discussed their passion. I thought it bit odd that they were more inclined to listen to others than talk about their own efforts, but maybe that was because they didn't know each other that well.

There were a couple of things that I could say were important to all of them. First of all, they would all create even if their work never sold. Steve, the musician, put it best when he said good music was not and should not be about money. Kieth has been active in marketing his poetry and screenplays, but his relative lack of success has not dampened his will to continue writing. Patty has sold her work, but for the most part her photography has been a part of her job description or to enhance her job performance, Ann is changing her style and approach to her paintings and isn't ready to "let them go"at this point.

On the other side of the conundrum, is the desire to be appreciated. Creative people have something to say and their product is their way of expressing it. As such, they all wanted to be seen, heard or acknowledged.

Often the maturity of an artist is marked by the discovery of their "voice" or message that they discover by working with their talent. Practicing our art maybe just a way of finding our heart. It is easy than to see why one would continue to perfect and work on a mode of expression for years and not be discouraged by a lack of success.

We all agreed that most people probably have some creative talent in them. Some have a strong need to express it and others repress the urge. Why? I ventured and most agreed that doing something that produces nothing except personal satisfaction is considered somewhat selfish and wasteful in our society. We need to give ourselves permission to "play" for no other reason than it feels good and gives us insight into ourselves. Easy to say, but difficult to do in these times where demands are made on us that pull us toward the practical rather than the magical

Mirror of our soul, You are what you buy

I'm reading an article by one of my favorite writers, James Fallows. In this article, entitled "China Makes, the World Takes" written for The Atlantic, Fallows is making the case that what is happening in China is a good thing for all of us.

I have not read the entire article so I want to hold my opinion, but like another one of my favorite writers Thomas "The World is Flat" Friedman, he seems to be guilty of the idea that the market will eventually cure all evils.

The laissez-faire logic goes something like, sure the workers are exploited if you compare their working conditions to US or European standards, but then you have to remember how the industrial revolution affected our society when it first thrust it's considerable influence on our life styles and economic institutions.

What 'these let us not try and influence the invisible hand of the market" people seem to conveniently forget is that the great prosperity of the American and European middle class came only after the labor movement did intervene with the invisible hand of the market.
It is in the name of getting cheaper goods for Wal Mart that has sent manufacture to the lowest cost labor market's of the world. One of the reasons given for this export is the cost and difficulty of dealing with a mature labor market. Read that mature as meaning expensive and demanding work force

The advantages for industry are obvious when the working conditions described are all in the favor of the employer. While the Chinese workers get paid overtime (based on a 40 hour week) the real work week is twelve hours a day six or seven days per week. And while they get free or subsidised meals twice per day, the clock or the quality control police are looking over their shoulder constantly. A quote from and American Manager in a Chinese manufacturing plant spelled it out quite nicely.

"The people here work hard..." "They're young. They're quick. There is none of this ' I have to go pick up the kids nonsense you get in the United States'"

Whatever Fallows writes after this about this subject, the refrain of that American Manager's disregard for his employees' is going to resonate in my mind. Has anybody thought that this manager is in fact the face of American to these Chinese workers? If that is what we are going to represent in the mind of the Chinese worker, than we might as well anticipate the worst. The Ugly American just grew another zit

Destiny, Fate and Other Excuses

I am often amazed at how often story plots involve the concept of fate or destiny, which are virtually the same thing. Fate is the concept that our lives are predetermined by some supernatural power to turn out a certain way. There is an implication or belief that we can't or shouldn't avoid this life plan.

The idea that events in our lives are predetermined to happen regardless of our efforts to avoid them or that trying to avoid our fate is to court disaster is repugnant to me. There are somethings we can't avoid such as our race, gender and sexual preference, for example (Michael Jackson not withstanding). And there are somethings we can only tinker with such as education and employment choices. But the idea that I, or anyone else, is destined to be whatever we turn out to be is to me silly.

Yet many people cling to this notion with dog on the leg determination and no doubt wars have been fought because of it. President Bush has publicly declared that he feels that God has tapped him on the shoulder to do his work on earth. Rationalization or closely held belief? It makes no difference really. The outcome is the same. Those that believe nod their heads in reverent assent and the rest of us shake our head in disbelief.

I think the reasons for doubt are obvious. If we believe we are human beings with free will than we should be ale to alter our fate, for better and worse by the choices we make. If we believe in destiny than...well...I guess...I don't know. Do we go with the flow and whatever happens happens? Or, do we pray for enlightenment. For those of us who believe that God is not out there waiting for our call, this is a huge pill to swallow and an impossible concept to accept.

Why is this idea of predestination so popular. I believe it's because the idea is so comfortable to those that succeed in their definition of life and allows those that don't to blame someone other than themselves. I don't mean to say it's a cowards way out of failure, but it sure works that way if you want it to.

Like the concepts of turning yourself over to a higher power, admitting that you can't live your life alone, that you need others to discover your true meaning and role in life, I think fate deserves an asterisk next to it's use. Such as, when a young person is killed in an auto accident where they were operating a vehicle at high speed while under the influence of alcohol, we should avoid the bromide that somehow it was fate and God has a lesson in this event that is meant for all of us. This might be good graveside rationalization and comforting for the parents and loved ones of the deceased, but on review it's kind of hallow and damming. What part of fate does the parent have to bare in their grief.

Often life's experiences have no apparent explanation. The issues surrounding events can be complex and confusing. The complexity can lead to frustration over the cause and effect of experience. We have this need to have things explained, to lay blame. This, I submit, leads to the shortcut thinking of, "Oh well, it's just fate."

A Matter of Honor

We all believe that given a chance to prove it, we will behave honorably. While the concept of honor can be elusive, sometimes it just stands out so clearly that the choice is undeniable. We are now considering the conduct of some of our combat soldiers who are accused of killing unarmed civilians in Iraq. The accusations are that these people were executed, in other words, the victims weren't the unintended victims of an exchange of gunfire between our soldiers and actual combatants, but that they were gathered together as prisoners and executed. I do not know if these accusations are true, but if they are, it is obvious that these soldiers did not behave honorably. They represent me and my country and if found guilty the should be punished accordingly.

Than there is evidence that there was an attempt to gloss over or cover up this incident. This has to be considered equally dishonorable. (And let me state here, that these charges have not been proven either.) After all, if true, does this not lead to suspicions that other incidents of this type have been committed and that other cover-ups have taken place and by doing this, the military has more or less condoned this kind of action and it could lead to more of it being done.

What you'll hear, unofficially, is that soldiers will be soldiers and non-combatants will never understand the pressures of War. This is the good ole boy general absolution for putting men in harms way and expecting them to act rational. However, put the same hardened veteran on the stand and I am sure that he will not defend this kind of action as honorable. I believe the Jack Nicholson line from A Few Good Men is, "You don't really want to know the truth."

Take yourself from the battlefields of Iraq and envision the streets of Milwaukee. At your feet is the lifeless body of a four year old girl. Moments before this young and hopeful life was managing a skip rope. Her destiny was strangely tied to her proximity to a young man whom someone has decided must die. His executioner hiding behind the movement of a speeding car fires a gun at his victim. His aim, just like his values, falls short of his victim and kills the little girl. The coward speeds away from the scene leaving a wounded pry, a dead girl and his honor.

But what about the honor of this community? To date, no one has been charged with the crime,yet it is widly reported that people in the community know who the killer is. Yet, no one has stepped up and done the right thing. No one has broken the community practice of not working with the police. Until they do there is no honor in that community, nor is there hope for justice or peace. It is a community corrupted and I do not believe that as part of the whole community that we can stand with honor without the truth.

There is no excuse for gunning down anyone, much less innocent children, in the streets of our city. It doesn't just happen and it is not a fact of life we should live with or accept on any level. It is a vile abomination of the social order and can not be tolerated.

The Likelyhood of Success

I'm often amazed at the way some people make money. It can be the kind of job they have or the business they have started, but the commonality which surprises me is the lack of planning or inspiration they had before they were committed to their vocation.

Start doing your own research by asking someone what kind of degree or certification they have. Often times the successful real estate broker, handyman, or retail person will reply they have a degree in Liberal Arts. This might imply that they went to college to enjoy their education and sharpen their mind or that they just hadn't or couldn't make up their mind on what they wanted to do with their life.

After you graduate with a degree in Art History teaching, selling or achieving art is pretty much the limits. I could go on with other degree choices, but needless to say you don't want to graduate with one hundred thousand dollars in student loans and hope to make it back writing poetry. The goal may be laudable, but the pay is not.

I find that another commonly unused degree is in education. There may be no profession that offers more disillusionment and early burnout that teaching. My career in industrial sales introduced me to many of my colleagues that had given up teaching. I heard a number of reasons, but right at the top was the generic, "It wasn't what I thought it was going to be." Read that, I wasn't going to be Mr. or Mrs. Chips. Teaching is hard work and even though people seem to think teachers make a lot of money for nine months work, those that have tired have given up in amazing numbers.

You'd think that if someone paid the money and put forth the effort and commitment to get a professional degree such as medicine or law they wouldn't let their education slid by. I can tell that isn't true. A lawyer that end up selling cars is not a common occurrence, although I do know one that does, However, lawyers that go into business quite often and changing specialities in medicine is often a symptom of disappointment with original choices.

If you read the self help books on business and how to be a success, compare their road maps with information gained from interviewing people who are successful in an area you are investigating, you'll often find great disparity in fact. Much of what drives people to the area they are successful is serendipitous. Many times it's taking over the family business, and not always because they choose to do so. Dad falls ill and mom can't handle it, so Sue or Jack leaves their career track in ,you fill in the blank, and becomes head of the family empire, even if it happens to be a small restaurant.

Often it's a job that people take when they are quite young and just never get out of it even after they get their degree that should be leading them in another area. I know a music major who is now a divorce attorney. I know a Fine Art graduate who went back to get a mechanical engineering degree. Under the category of, "Employers don't care what your degree is in. They want to see evidence of scholarship", my son has his Electrical Engineering Degree and he works in Information Technology, which if it's anything is Electronics. My Daughter use her degree in Design and my son-in-law uses his degree in Agriculture, but Mary Jo hasn't cashed in on her degree in Japanese language the way she could have and Dan is dreaming about being a Veterinarian.

The only book I ever recommend for people that are contemplating career changes is What Color is You Parachute by Richard Bolles. This book can be used in many ways. It isn't just about a job search or a career change. I maintain that if everyone used his analytical approach to many of life's decisions they would be better off. (I've advised sales people to use his techniques to prospect customers.). Bolles suggest rigorous research and investigation of a subject before acting on it. What his book offers is a template for mounting you own investigation.Doesn't it just make sense that knowing something about the company you are interviewing for would be helpful in deciding if you even wanted to work for them or not. The same is true if your deciding which customers to call on. Some prospects are better than others. Knowing which ones are is a critical key to success.

The one thing you will find out if you do the research is that there is no path to success. It's when you wander and wonder that you find your niche