No, They Won’t Just Forget

elephant ccScrew something up and, just to break even, you’ll need 5 times as many successes, each 5-times more value than your original mistake.

Why? Because that’s how it works. And while you don’t have to like it, you do have to know it’s how things work.

People are so like elephants – they never forget!

It’s been documented that people (including, likely, you) are hard-wired to remember, and talk about, what others do wrong:

  • 87% of people may share their good customer service experiences with others, but 95% share their bad ones.
  • 22% of people may share their good customer service experiences with more than 5 people, but 54% share their bad experiences with more than 5 people.

And can you think of a more important ‘customer service’ experience than leadership?!

So, yes, when we mess something up, people remember. Our ‘sins of the past’ – whether we define them as ‘sins’ or not – really do have a carryover effect.

What You Need To Remember

  • That even though this ‘5-times’ math may seem fuzzy to you, it’s as clear as can be to others.
  • That this ‘5-times’ math likely understates what you really need to do to get back in someone’s good graces, once you offend or disrespect or ignore them.
  • That complaining about how unfair this math is effectively increases the multiplier you need to get back in someone’s good graces.

What You Need to Do

  • Clean up whatever messes you’ve caused by accepting responsibility for your actions and doing something awesome – 5 things awesome, preferably – to make amends.
  • Give your full attention to making whatever you do the best it possibly can be for those you work with and for.
  • Take pride in knowing that you’re someone who is motivated enough to work powerfully and capably – and is willing to prove it and be held accountable for it…repeatedly.

Ready? Go!



Straight Nines

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I don’t know much about horoscopes, but today’s caught my eye.

Not because of what mine said – I’m a Gemini, which some might say explains a LOT!

But because of what everyone’s said.

Take a look – straight nines.

Across the board!straight nines

So if you need to ask someone for something, I suspect that today might be a pretty good day to ask for it.

Whoever they are, they’re slotted to have a pretty good day, today!


Genius versus Persistence

world class way“I wish I could promise you genius but most days all I have to offer is persistence.”

I don’t remember who said it – I think I read it in an unsolicited email from someone, actually – but the point gave me pause.

Don’t get me wrong, ‘genius’ is a good thing. But the problem with ‘genius’ is that it can be pretty unreliable. It’s like it’s more like something that ‘just happens’ rather than something you can intentionally induce.

‘Persistence’ on the other hand, is totally within our control – and often yields consistently stronger results, if you let it. Consider: Read more


The Mirror

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Ever notice how easy it is to see in others what we don’t (or can’t) see in ourselves?

Actually, it’s nearly impossible…at first. But with a little practice and attention you’ll be a pro at it in no time.

  • You know that coworker who ‘always’ shirks her responsibilities? Chances are good that if you give it some thought, you’ll realize that you’re shirking some of your responsibilities, too – maybe not a work (although quite possibly so) but surely at home.

Read more