About anentrepreneurswords

R. Lee Harris grew up in Manhattan, Kansas and has lived in the Kansas City area since 1977. A 1975 graduate of Kansas State University, Harris began his career with Cohen-Esrey, LLC as an apartment manager two weeks after he graduated. Now president and CEO, he is involved in apartment management, development and investment; construction and tax credit syndication on a nationwide scale. Over the course of his career Harris has overseen the management of more than 27 million square feet of office building, shopping center and industrial space and nearly 60,000 multi-family units. He has started dozens of business enterprises over the past 40+ years. In 1991, Harris wrote a book entitled, The Customer Is King! published by Quality Press of Milwaukee. In 2012 he authored the book, An Entrepreneur's Words to Live By. He has mentored a number of business people over the years and has been a long-time participant in the Helzberg Entrepreneurial Mentoring Program. He and his wife Barb have two grown daughters and one grandson. They are active in their church, community and university.

The World’s Scariest Roller Coaster

I never have liked to ride on roller coasters. The feeling where my heart ends up in my stomach is not what I consider to be a pleasant experience. When I was learning to fly airplanes my flight instructor would tell me to close my eyes and put my head in my lap. He would then undertake some radical maneuvers – up and down at random – then he’d say, “You have the airplane.” It was my responsibility at that moment to figure out what was going on and take the necessary corrective action to get the airplane straight and level without crashing! This involved several hundred feet at over a hundred miles an hour. Talk about a roller coaster ride on steroids – yeow!

Entrepreneurial endeavors are much like a roller coaster ride and sometimes like my flight training. There is one difference with the flight training however – we practiced the wacky maneuvers at an altitude of 5,000 feet or more. As entrepreneurs we often fly metaphorically at 50 feet or even less providing little room for error. So, how does the roller coaster ride manifest? Here’s a typical set of scenarios.

We get up in the morning and work out at the gym then go for a run. Usually we feel pretty “up” afterwards – a great way to start the day. The roller coaster is flat and level and just picking up speed. We have breakfast with a client who tells us she is going to place a substantial order for our product. Woohoo! The roller coaster is on the first vertical climb. Then on to the office where the minute we hit the door we find out that one of our top product people has given two weeks-notice and is going to work for a competitor. Oops, the roller coaster is moving fast downhill now. A couple of hours later our breakfast client called to tell us that she has decided not to place the substantial order after all – the roller coaster now takes a couple of barrel rolls before heading into a terrifying dive. Then out-of-the-blue we get a call from our corporate counsel informing us that a class action suit for which we’ve been a part has been settled and we’ll be receiving a healthy check (after deducting legal fees, of course). Now the roller coaster is soaring up into the clear blue sky blue again. And so it goes for the rest of the day.

Does this sound familiar? If it does, welcome to the wonderful world of entrepreneurship. You are not alone. We all know this is going to be the life we live. It’s the life we’ve chosen. The challenge is how we successfully deal with the ups and downs without letting the roller coaster get the best of us. So what to do? Here’s something I learned a long time ago. We entrepreneurs can have a tendency to magnify whatever is in front of us. If it’s something positive we can see it as the greatest accomplishment for which we’ve ever been a part. And if it’s a negative experience, we can’t imagine that it could have been worse for anyone else. As a result, we can experience the highest of highs and the lowest of lows. I have resolved that I’m not going to take any of this too seriously and you might take this approach too. Most of the time nothing is as good or as bad as it may seem to be at the moment. Once we realize this to be the case, we can go about our business with less emotion.

The NFL football players of today are into celebrations – big time. When they score touchdowns they “perform” in the end zone. Many of them do the same when they a part of a big play on offense or defense. I remember a player named Marcus Allen who scored a lot of touchdowns for the Oakland Raiders and later, the Kansas City Chiefs. When Allen scored, he handed the ball to the official. There was no display of emotion – no end zone antics. Instead, he showed true professionalism and acted like he had been there before (which he had, over and over and over). When we can focus on a professional approach to our entrepreneurial endeavors and avoid the emotion, we can avoid the roller coaster ride. No, this doesn’t mean we are void of emotion altogether. It’s fine to celebrate when truly major good fortune has been realized. But we don’t need to jump on the roller coaster for everything that happens during the day.

Realizing that nothing is really as great as it seems or as bad as it seems can help us moderate our emotions. We can then function like the professionals that we are and avoid the roller coaster ride.

You can also listen to a weekly audio podcast of my blog. What you hear will be different than what you read in this blog. Subscribe on iTunes or wherever you get your podcasts. You can also click on this link – Click here to listen to Audio Episode 121 – Moats.

This blog is being written in tandem with my book, “An Entrepreneur’s Words to Live By,” available on Amazon.com in paperback and Kindle (My Book), as well as being available in all of the other major eBook formats.

Just Say No to Consensus

Here’s a common scenario that is played out every day in conference rooms across the country. Devin is an entrepreneur who has assembled an executive team that consists of the COO, CFO, CTO, VP of Sales and Marketing, and VP of Product Development. The group meets weekly and the discussions are relatively polite and collegial. Devin works hard to avoid conflict and encourages the group to reach a consensus for decisions that need to be made. He believes that this approach has helped build a strong and positive culture for his organization. Unfortunately Devin is totally wrong!

There is a time and a place for consensus building, but it’s not right in Devin’s scenario. Instead, what Devin should be seeking is a healthy and robust debate where different arguments are vigorously presented. Then, once everything is on the table and all of the questions have been answered, Devin needs to make a decision. It’s up to him to decide what course of action will be taken. Too often, entrepreneurs are overly concerned about “keeping the peace” among team members. They are allergic to anything that might be perceived as “conflict.”

The problem with encouraging consensus building is that it also encourages a tendency to go along to get along. Author and management consultant Patrick Lencioni calls this “artificial harmony.” A strong organization needs a wide and diverse range of ideas to move forward. The first step is to discard the notion that conflict and disagreement are bad things. I believe that conflict and disagreement can be uplifting and beneficial – IF handled properly. For this to happen, team members must trust each other completely. This means trusting that what is said will remain confidential when required. This means trusting that no one is going to engage in personal attacks. It means trusting that backstabbing and triangulation are out of the question. It’s important to understand that establishing trust won’t happen overnight. It can take weeks or even months for full trust to develop.

Once trust has eventually been established, the leader must set the ground rules for engagement. This likely means that a protocol will be created for exchanging ideas. It likely means that all members of the team will be expected to contribute and participate. It means that debate and disagreement will be encouraged. And it means that everyone agrees to buy-in to the process.

So how does productive debate and disagreement occur? Each member of the team should present his or her arguments based in fact. The entrepreneur should allow for a free-flowing discussion but be prepared to call foul if the discussion veers off course into the area of personal conflict. Strong-willed team members should be encouraged to make an impassioned case for their positions. All team members should listen without interruption. These discussions may be intense – that’s OK as long as participants do not feel as though they are being personally attacked or their ideas denigrated. The lack of intensity during this process could be a signal that “artificial harmony” exists.

When the conversation has concluded, the entrepreneur has to step up and show real leadership. This means processing the various facts that have been presented and making a decision accordingly. Sometimes these decisions are extremely difficult – and that’s a very good thing. It means that the debate was compelling and strong arguments were made all the way around. It’s possible that the discussion will result in the need for additional information. But eventually when all of the facts are in and all of the points have been made, a final decision must be made. Ceding such a decision to a “committee” for consensus is not a display of leadership. The entrepreneur must explain the rationale behind the final decision and make certain that everyone feels that what they offered was sufficiently considered. Ultimately, everyone on the team must get on board and fully support the final decision. That doesn’t mean they have to fully agree with it – but they must be totally supportive. If a team member is not supportive, considerable damage can be done to the culture and to the process for making future decisions.

Great entrepreneurial leaders know how to foster healthy debate among team members and then make the final decision. A great team does not need to function with consensus, but does need to respect and support the final decision.

You can also listen to a weekly audio podcast of my blog. What you hear will be different than what you read in this blog. Subscribe on iTunes or wherever you get your podcasts. You can also click on this link – Click here to listen to Audio Episode 10 – Urgently Patient.

This blog is being written in tandem with my book, “An Entrepreneur’s Words to Live By,” available on Amazon.com in paperback and Kindle (My Book), as well as being available in all of the other major eBook formats.

Savor the Sandwich

On October 30, 2002, David Letterman hosted the last appearance of Warren Zevon, an American rock singer-songwriter and musician. You may remember a couple of his most notable hits – Werewolves of London and Lawyers, Guns & Money. Zevon had appeared numerous times on Letterman’s show and the two had become fast friends. Recently, Zevon had been diagnosed with terminal lung cancer and Letterman spent an entire hour talking openly and frankly with Zevon about his plight. I watched the YouTube video of the show and was amazed at the humor and grace that Zevon displayed. One of the most simple of things he said was so profound, “You’re reminded to enjoy every sandwich.” Of course he went on to talk about enjoying every minute of playing in his band and playing with his kids. But the notion of enjoying something so mundane as a sandwich struck a chord with me. Tragically Zevon died on September 7, 2003 at the age of 56.

We entrepreneurs are in a constant state of hyper-drive. We all know that we should stop and smell the roses. We also know that we need to maintain work-life balance. And yet we can often find it difficult to carve time out of a packed schedule to do these things . . . or so we think. Part of the problem is the fact that we are so passionate about what we do. We’re obsessed with building our business. And I know for a fact that any entrepreneur who doesn’t have this obsession will either fail or be only marginally successful. But the passion and obsession does not mean that we can’t “savor the sandwich.”

What if we treated every interaction we have with others as though it would be the last time we would see them? What if every activity – professional or personal – was treated in similar fashion? The thought of this may seem somewhat morbid and maybe even hard to comprehend. But, what if . . . ? We all have a terminal diagnosis. We just don’t know whether it’s far into the future or right around the corner.

While this has been a difficult subject for me to get my head around, I’ve thought about it quite a bit the older I’ve become. I find that I prioritize differently. I want to make absolutely certain that the most important things on my to-do list are always finished. And at the same time, I have become more and more thankful for the little things in life. I revel in the warm sunshine and find moments of wonder gazing at a full moon. An early morning walk is no longer just exercise, but now a time for inspiration. Dinner at a favorite restaurant with my bride has become less about checking e-mail and social media, and more about the pinch-me feeling that is the result of nearly five decades together. No longer do I quickly scan through photos of my grandkids, but instead take in the twinkle in their eyes and the look of pure joy on their faces. During a meeting, I look around the room and think about how proud I am of the team we have assembled and what they are accomplishing. Of course there are obstacles that are faced every single day – but the endorphins are going full blast with the anticipation of how we will creatively overcome them together.

Savoring the sandwich means being present in every moment of every day. It means eliminating the “taking things for granted” syndrome that plagues each one of us to some degree. I have worked hard to develop the ability to compartmentalize the challenges we face in our enterprise. In so doing, I’m able to have greater appreciation for the little things that are happening around me. I am more obsessed than ever with scaling our various business initiatives. But I’m equally obsessed with seeing all of life in color. There’s no question that both can be done at the same time. Lending a helping hand to others, and expressing appreciation and gratitude to them is also part of the equation.

We have the ability to savor each sandwich as though it will be our last. And it doesn’t have to take the diagnosis of a terminal illness to unlock this ability.

You can also listen to a weekly audio podcast of my blog. What you hear will be different than what you read in this blog. Subscribe on iTunes or wherever you get your podcasts. You can also click on this link – Click here to listen to Audio Episode 5 – Now What?

This blog is being written in tandem with my book, “An Entrepreneur’s Words to Live By,” available on Amazon.com in paperback and Kindle (My Book), as well as being available in all of the other major eBook formats.

The “Fired” Entrepreneur

Nathan is an entrepreneur who started a medical device company four years ago. The enterprise is really beginning to scale with 47 employees and top-line revenues that exceed $10 million. His gross margin is steadily improving and serious profitability is within sight. With all of his success however, Nathan is finding each day to be more and more frustrating. He is pushed and pulled in many directions and is constantly being hounded by members of his team to make a myriad of decisions. He worries about whether things are beginning to spin out of control, and the go-go nature of his organization is beginning to take its toll.

What Nathan is experiencing is very common for entrepreneurs with companies at this stage of growth. Often, Nathan finds himself enmeshed in the tiniest of details. While it may be satisfying for him to have such a thorough understanding of every aspect of his business, something in the back of his mind tells him that this practice is not sustainable. In the final diagnosis Nathan is spending too much time working IN his business and not enough working ON it.

I know many entrepreneurs who suffer this condition. I’ve certainly been there myself. We reach a degree of early success in our business by paying close attention to detail. Our focus is laser-like. All of this becomes one of our primary points of differentiation. But maintaining this level of focus on tactics and granularity does not allow us to scale if we continue to be in the center of it all. By the time we are starting to scale on a regular and significant basis, our energies need to shift toward becoming more strategic – that is, working ON our business. Many entrepreneurs want to lead by example. They are proud of the fact that they can go onto the plant floor and operate a machine that produces a thingamajig. In Nathan’s case, he considers it a badge of honor that he has the uncanny ability to design a state-of-the-art medical device from start-to-finish.

Here’s the problem with Nathan’s approach. He may be sending a signal to his team that they are inadequate as product designers even though this may not be true. The team may also develop a tendency to sit back and wait for Nathan to “make his move.” They are thinking, “Why bother, Nathan is going to jump in any way!” Further, there are other pressing issues that Nathan may be leaving unattended – or he may be intentionally avoiding them altogether. Eventually the lack of strategic direction will trap the company in a perpetual state of go-go where everyone feels as though they are on an endless hamster wheel and not getting anywhere.

So what exactly does working ON the business mean? For Nathan, he needs to create a clear vision for his enterprise and communicate it in an understandable fashion to all 47 of his team members. He needs to work with his senior leaders to establish Key Performance Indicators (KPIs) that he monitors collaboratively with them. Nathan needs to have a deep understanding of his industry, its trends and how he should tweak and refine his operation to take advantage of this knowledge. He will also work with his senior team to develop specific strategies that are designed to deliver on his multi-year vision. Perhaps he’ll call on different customers periodically to learn more about what they think of his company and the products it provides. Nathan should “fly” between 50,000 and 100,000 feet most of the time. But there may be special situations where he swoops down to 500 feet to verify something he’s been told or to share domain expertise for training purposes.

I’ve known (and mentored) entrepreneurs who simply don’t want to move to a model of spending 75% or more of their time working ON their business. Working IN their business is where their heart is and where they are most comfortable. Not only that, they are really, really good at what they do. My advice has been to “fire” themselves from their CEO roles and hire someone to handle this function. When they finally get past their ego, they realize that they still own the business and make the final decisions. In Nathan’s case, if he’s truly a superstar medical device designer – and if this is where his passion lies – he’ll be happier (and richer) by hiring someone to work ON his business while he works IN it.

Spending the majority of our time working ON our business will yield positive results. But if doing so isn’t appealing, we should look in the mirror and say, “You’re fired!” Then we can hire a professional to handle this important function and devote our time and energy to that which we do best.

You can also listen to a weekly audio podcast of my blog. What you hear will be different than what you read in this blog. Subscribe on iTunes or wherever you get your podcasts. You can also click on this link – Click here to listen to Audio Episode 12 – Second Place.

This blog is being written in tandem with my book, “An Entrepreneur’s Words to Live By,” available on Amazon.com in paperback and Kindle (My Book), as well as being available in all of the other major eBook formats.

Entrepreneurial Insomnia

How well are you sleeping? I know many entrepreneurs who aren’t. The reasons are many. One particular friend of mine has been struggling with this for a while. He has started going to bed earlier each evening because he knows he is going to wake up around 3:30 or 4:00 and won’t be able to go back to sleep. So, he has resorted to getting up at that time and working for a few hours from home before heading to his office.

My friend explains that he is awakened because his mind starts churning. The frustrating thing for him is the fact that he knows he’s obsessing over small stuff – sometimes it’s infinitesimally small stuff. Most of the time the thoughts he is having are about things going on in his business that he shouldn’t even be worrying about. I certainly understand what he’s going through – I’ve been there many times myself. So what’s the solution?

For starters, my friend knows he needs to delegate. There are others in his organization who should be handling the issues that are keeping him awake. Thus, the first step in fixing his slumber problem is to make sure that he has people on his team who are responsible for handling the nitty-gritty items so that he can focus at working on his business rather than in it.

The next step in my friend’s process is physical activity. He is used to working out but there are days where he blows it off. Physical exercise produces endorphins which help reduce stress and generate positive feelings. A brisk walk or run along with lifting weights for 30 minutes or more each day will do the trick. If I miss a day due to travel I find myself actually craving my workout regimen. Generally I find that physical activity first thing in the morning gets my day started off right. My friend has re-committed to doing the same.

In addition to daily exercise it’s critical that we spend time becoming centered through meditation. This practice enables us to clear our minds of the clutter that tends to accumulate. My friend has attested to the benefits he enjoys when he meditates for 15 minutes each day. He finds that meditation lowers his blood pressure and pulse rate. He feels calmer as his anxiety melts away.

Journaling is another technique that has been helpful for my friend. He is working to become more disciplined at recording the various aspects of his day in a journal. Notes are made about the high points and the low points – he can then look for patterns that shed light on what might be working in his subconscious to keep him from sleeping.

Each of us has much for which to be grateful. My friend acknowledges this and is working on starting and ending each day in gratitude. I like to take this a step further. Before making any phone call or entering a meeting, I try to hold a thought of gratitude in my mind. It may just be an image of one of my daughters, my wife or my grandchildren. But whatever the thought or image, it sets the tone for my encounters with others, and it keeps a smile on my face throughout the day.

I gave my friend another piece of advice that works consistently for me. One way I avoid becoming too wrapped up in daily frustrations is to “get out of myself.” What does this mean? Very simply I find that when I am doing something for someone else I forget about my own troubles. There are so many ways to do this – large and small. Turning the focus away from ourselves and onto others can be a powerful sleeping pill. We go to sleep with the satisfaction that we helped make a difference in someone else’s life.

My friend is amazing at creating trust and building relationships with others. His whole face shone as he professed that the high point of his day is when he can make a sales presentation or interact with a prospective customer. I told him that he ought to program his schedule so that he can do this at least once a day. We should all make sure that we are doing what we love and enjoy every single day.

Entrepreneurial insomnia can be cured by a cocktail of physical activity, meditation, maintaining a journal, living in gratitude, getting out of ourselves and dose of doing something we love each day. I guarantee that if you follow this recipe you’ll sleep like a baby. Sweet dreams.

You can also listen to a weekly audio podcast of my blog. What you hear will be different than what you read in this blog. Subscribe on iTunes or wherever you get your podcasts. You can also click on this link – Click here to listen to Audio Episode 2 – The When Affliction.

This blog is being written in tandem with my book, “An Entrepreneur’s Words to Live By,” available on Amazon.com in paperback and Kindle (My Book), as well as being available in all of the other major eBook formats.

The Trustworthy Entrepreneur

Let’s give credit where credit is due. I recently listened to a podcast by Reid Hoffman– he was the co-founder of LinkedIn and an early board member at PayPal. Hoffman made a profound statement that goes like this. “Trust is consistency over time.” As entrepreneurs one of our biggest hurdles is creating trust – trust with our team, our investors, our bankers, our customers and our prospective customers. Without trust, we will flounder around and never gain traction. And trust is a very fragile thing. It takes a while to build trust, but it can be gone in an instant.

Consistency. We all know what it means. We also know how hard it is to achieve . . . consistently (pun intended). We trust McDonalds because every meal in every restaurant around the world maintains the same standard of quality. Forget whether or not we actually like the food – we know exactly what to expect. We trust products from Johnson & Johnson, General Mills, Netflix, Adidas and Dove because we know exactly what to expect. Our enterprise struggles when our standard of quality is inconsistent, which in turn degrades the trust our customers have for our product or service.

I’d like to take Reid Hoffman’s mantra one step further. Commitment + Accountability leads to Consistency. Commitment is where every member of our team agrees to perform at a level that is necessary to always deliver our product or service at the highest quality possible. It’s critical that we clearly define what this level of quality means. It must be broken down in exquisite detail. Training must be directed to ensuring that each team member fully understands the detail and how to execute on it. And then the team must practice, practice and practice some more until delivery of the product or service is standardized. The bottom line – we can’t commit to something if we don’t understand it or haven’t been shown how to do it.

Next comes the Accountability part of the equation, and here it gets trickier. Once every member of the team has agreed to delivering the expected level of quality for a product or service, how do we make sure that each person lives up to his end of the bargain? Part of our responsibility as an entrepreneurial leader is to develop some quality control systems and processes. This serves as a backstop for the customer to make certain that something substandard doesn’t leak out into the marketplace. Should we have to spend time and money to create this redundancy? Maybe not, but if we really care about the customer we have no choice but to do so. This also becomes a method of accountability. We’re able to spot deficiencies before it’s too late, and we can identify the weak links in our system. This allows us to get to the root of the problem. Is it an issue of training? Is it a misunderstanding? Does someone not have the proper tools or adequate resources? Is it the fact that someone on the team simply doesn’t give a damn about what they are doing? We can take steps to correct all of these obstacles which help to further tighten our commitment.

Our Commitment to deliver a standard level quality of product or service, and the accompanying Accountability gives us a fighting chance to reach the holy grail of Consistency. And it’s this consistency that will build Trust with everyone in our orbit. Team members learn to trust each other. Customers trust our product or service. Our investors and bankers trust us because we are doing what we say we are going to do.

We let our consistency do the talking for us. We’ve all seen marketing that includes phrases like, “most trusted,” “your honest car dealer,” “honest and trustworthy,” and on and on. I’ve always been wary of any business that needs to beat its chest about how honest and trustworthy it is. It somehow feels like they “protesteth” a bit too much. Perhaps they think they need to advertise this way because they don’t actually deliver consistency with their products and services.

Trust truly is consistency over time. And consistency is the product of commitment and accountability.

You can also listen to a weekly audio podcast of my blog. What you hear will be different than what you read in this blog. Subscribe on iTunes or wherever you get your podcasts. You can also click on this link – Click here to listen to Audio Episode 16 – A Punch in the Mouth.

This blog is being written in tandem with my book, “An Entrepreneur’s Words to Live By,” available on Amazon.com in paperback and Kindle (My Book), as well as being available in all of the other major eBook formats.

What Could Possibly Go Wrong?

It seems like I’m on a roll these days with rants about customer service. And this one is a doozy. A few weeks ago my wife and I were flying to Las Vegas where I was to speak at a conference. We were supposed to fly from Kansas City to Phoenix and then to Vegas. It was a Sunday morning and when we arrived at Sky Harbor International Airport in Phoenix, the trouble began. Apparently some joker decided to leave a locked vehicle unattended at the curb outside one of the terminals. It wouldn’t surprise me if someone was late for a flight and didn’t have time to take the car to the off-site rental car return and simply dropped it at the curb and figured he’d deal with the flak later. Well flak there was.

As we got off the plane, we were told that the terminal was closed due to a “security issue.” Passengers were not allowed to move down the concourse with TSA and the Phoenix Police Department enforcing this edict. Shortly thereafter, we were quickly herded to an adjoining section of the terminal where even more passengers were gathered. The line of demarcation was just short of the restrooms and very quickly the scene turned ugly. People were chanting and a full-scale riot was minutes away. Fortunately, someone in authority decided that letting people go to the bathroom might be a good idea, so they began creating bathroom lines and allowed ten people at a time to step under the tape and head single-file to the restrooms – all the while under the watchful eye of those in “authority.” Finally, they allowed the mob to move deeper into the concourse where everyone had access to the restrooms.

This situation persisted for somewhere between three and four hours. And not once did law enforcement provide any information whatsoever. I was able to watch some video on my phone from a local television station that enabled me to understand what was happening. Eventually (I was told), the bomb squad decided they needed to blow something up, so they blew the trunk of the car and the passenger doors to find . . . nothing. I guess I can understand how cautious we need to be in this day and age. But it was absolutely inexcusable that everyone was kept in the dark through the entire ordeal. A public affairs representative for law enforcement should have provided updates every 15 minutes on the overhead PA system as well as on social media along with an estimated time for resolution. Phoenix PD and the TSA did nothing to help their image with this display of arrogance. It was equally inexcusable that the decision was made to cordon off the terminal at a point where the restrooms weren’t accessible. From a practical standpoint, we’re talking 30 or 40 feet – and eventually the decision was made to move the cordon anyway.

Of course a number of flights were cancelled including ours. I received a text message from the airline (I’d “love” to say which one but I won’t) informing me that our flight was cancelled and to click on a link to re-book . . . except the link didn’t work. So, shame on the airline. Eventually we made a standby flight to Los Angeles that took us on to Las Vegas. But of course our luggage was MIA. The one bright spot in all of this was a very delightful lady named Lori at the airline’s lost baggage department in Las Vegas who really cared about our situation and said she’d do everything she could to see that we got our bag ASAP. And later that evening our bag did arrive. Kudos to Lori! Unfortunately, this airline – which is supposedly known for its technological prowess – has still not deployed a bar coding system for baggage. Another major airline we fly sticks a bar code on our luggage and we can look at a phone app and know exactly where it is in the country at all times. So another pox on the airline we used that Sunday for not getting with the bar coding program.

Things can really go wrong for us as entrepreneurs and sometimes they do. We can learn from experiences like this and avoid the mistakes that others are making. Above all, continual, clear and honest communications is paramount as long as the train is off the rails. And it’s also important to make sure all systems and processes are working and that common sense prevails. If we do it right, we can actually score points with our customers as they weather the storm with us.

You can also listen to a weekly audio podcast of my blog. What you hear will be different than what you read in this blog. Subscribe on iTunes or wherever you get your podcasts. You can also click on this link – Click here to listen to Audio Episode 119 – Good or Bad Signals?

This blog is being written in tandem with my book, “An Entrepreneur’s Words to Live By,” available on Amazon.com in paperback and Kindle (My Book), as well as being available in all of the other major eBook formats.