Glen Jackson

Driving your business includes braking

Aug
27

Written by: Glen Jackson

If you live in Atlanta, the foregone conclusion is you will spend your share of time in the car. My behind-the-wheel time has led me to a takeaway about the public relations role.

Companies that know how to use public relations in tandem with the sales and marketing function understand the dual role of PR. If sales and marketing serves as the engine of a company, the public relations function is that of a brake and an accelerator.

The public relations team advises when a company needs to cool down the “engine” and not head in a certain direction. The best PR counselors see trouble before it arrives and prepare the company for the downside or better yet helps the company avoid it altogether. Applying the brakes is what the seasoned pros in our field do. They understand the importance of planning and timing. They also understand the value of throwing a red flag in a meeting and not being afraid to courageously say, “I would not do that.”

This prowess always earns the trust of the CEO, and it leads to a seat at the table for major company decisions, the ultimate litmus test of respect in our field.

On the flip side, when the big story needs to be told to reach the right audiences, the PR role is that of an accelerator. The foot is now off the brake. The PR team determines the speed of acceleration and focus of direction for the story. They know when to “put the pedal to the metal” and get the news out there. Storytelling is so important in our business. People remember stories and retell them to others. It creates a retelling ripple effect.

The best drivers on the road know when to use the brake and the accelerator. It is instinctive, effortless and natural to everyone around them. In our business, it is important that we do the same when behind the reputational wheel. When we do it right, we earn the respect of the C suite and everyone else.

Tags: , , , , , , ,
Posted in JS Communication | No Comments »

Saying goodbye to Coach Wooden

Jun
7

Written by: Glen Jackson

It is difficult to write about Coach John Wooden in the past tense. We lost him last Friday at the age of 99. His record of 10 NCAA basketball championships (seven in a row) as head coach of the UCLA Bruins will never be broken.

John Wooden was not only the greatest college basketball coach of all time, he also was a sage off the court, especially about the tenets of leadership.

Here are some of my favorite life-lesson quotes from Coach Wooden:

“Make each day a masterpiece.”

“Ten hands make a basket.”

“All of life is peaks and valleys. Don”t let the peaks get too high and the valleys too low.”

“Learn as if you were to live forever, live as if you were to die to tomorrow.”

“Little things make big things happen.”

“If you don’t have time to do it right, when will you have time to do it over?”

The legacy of John Wooden is set in stone. He practiced what he preached. His impact on the business world matched his influene in college sports.

I was recently at a business conference held by one of America’s top brands. Coach Wooden and his leadership principles were referenced countlessly by the presenters.

Recently asked what he would like God to say when he arrived at the pearly gates, Coach Wooden replied, “Well done.”

Well done indeed.

Tags: , , , , , , ,
Posted in JS Communication | 1 Comment »

Baseball and business: It’s time to examine your saves

Apr
5

Written by: Glen Jackson

Well, the first pitch has been thrown. Baseball season officially has begun, which means spring is finally and mercifully here.

During the 2010 season, pay close attention to the relief pitchers, craftsmen of their trade and dedicated on-the-mound problem solvers.

Like the best relievers in the game, a winning service business needs to view client problems as opportunities, a chance to demonstrate why you are in the business you are in, why you feel called to do what you do in the first place and why you are driven to succeed and protect your reputation no matter the cost.

The truth is your clients will likely remember more how you solved a problem than how you successfully landed them on the front page.  This solving effort has been called a lot of things in business, starting with the save, an apt description, especially when thinking of the baseball analogy.

The key to taking this from a bases-loaded situation to a no-runs outcome is recognizing what a relief pitcher does when faced with a similar predicament.

The best reliever remains calm and leans on his teammates. He talks over the challenge with his catcher and pitching coach before heading to the mound.

He has a game plan. He stays focused and does not give up. He pictures in his mind the final result and knows the responsbility rests mainly on his shoulders.  He recognizes the save is not complete until every batter has flyed out, struck out or grounded out.

All of the above is needed when solving a threatening client issue. When you do it right, you will remind your client they made the best decision they could possibly make when they hired you. They will see you as the pro you are and will respect you even more. And they will tell others the story of how you saved the “game” and threw your share of strikes.

When was the last time you took a client problem and got a save?  What did you do to address this potential dint in your reputation and turn into a reputation builder?

Tags: , , ,
Posted in JS Communication | Comments Off

It’s hoops time: how can you help your team?

Mar
18

Written by: Glen Jackson

This is one of my favorite times of the year. March Madness is the ultimate college sporting event.  There are interesting match-ups, and the games always have their share of last-minute buzzer beaters.

Okay, here is a quick quasi hoops question: If you have a business team of five on the court, what position would you play?

When our firm started 15 years ago, I was a point guard. I played 40 minutes. I shot. I rebounded. I did a lot of “give and gos.”  It was non-stop action.

Now, my point guard days are over. We have faster, better point guards at JS. My new role is that of a players’ coach. I help call some of the plays, make sure the team on the court is right and, when needed, get into the game to help make an outlet  pass, take a shot or make a rebound.

Leaders of teams need to act like player coaches and not point guards. Let the team play. Guide them along. When needed, take off the sweats and get in the game but try, most of the time, to stay out of the way.

Do I really need to be at the meeting? If not, let someone else run it. Give them a taste of what responsibility feels like.

Your team will be better for it and so will your business.  And the bottom line is your business will grow, and you will win more games.   Here is to the “W” column.

Tags: , ,
Posted in JS Communication | 2 Comments »

Five spokes of the communication wheel

Mar
10

Written by: Glen Jackson

There are five integral factors for communications success. Five spokes, if you will, that move the communications wheel forward with momentum.

The first spoke is the message. Drill down on what the main message is and make it stick. The right message is always simple, consistent and clear.  It is never padded, never cumbersome, never sounds like spin. People can see through all this stuff a mile way.  Spin is merely words without action, for instance. One of the most effective messages in corporate America was IBM’s Think mantra.  It was easy to grasp, relevant, had traction and meaning.  One word with powerful meaning.

The second spoke is the messengers. Messengers are those who naturally repeat and clearly remind people of the message. We are no longer living in a world of mass media. Those halcyon days are gone forever. Instead, we reside in a world of mass niches – niches that have been fueled by the explosion of digital media. Having multiple messengers, versus a single messenger, is essential when announcing positive or negative news. It is a total team approach. It requires discipline, focus, clarity and a core group of people, in unison, saying what needs to be genuinely transmitted in a dialogue, not monologue, fashion.

The third spoke is timing. News told too early or late, whether inside or outside a company, can invariably impact how it is received.  Be on time with your message. A simple way to ensure that this happens is ask when is the best time to say what needs to be said?  Really think it through. For example, frequently, negative news is best communicated at the end of the week. Other times, it is an earlier-in-the-week message — know the difference between the two options. All in all, use your timing wisely.

The fourth spoke is tone. This one is often overlooked. Don’t be tone deaf! Tone is all about how you sound when you communicate to others — happy, sad, serious, excited, gracious, contrite, etc. The best communicators control tone like a volume dial. They know when to turn it down and turn it up and, when called upon, push the mute button.  Great speakers, like presidents Kennedy and Reagan, were masterful at using tone to communicate effectively.  It was their secret weapon.  The right tone leads to messaging home-runs.

The fifth and final spoke is place. Think carefully about where you need to communicate the message. Imagine if President Lincoln had not given the Gettysburg’s address in Gettysburg or Reagan’s dramatic “Mr. Gorbachev tear down this wall” speech was not delivered in front of the stark Berlin Wall. If you have an important message you need to hammer home, think ahead about where this place needs to be. Have others chime in with their opinions.

The message, messengers, tone, timing and place. These are the spokes to keep the wheel moving in the right direction.  Embrace the five and your communications will come alive.

Tags:
Posted in JS Communication | Comments Off

Give DTUs, not IOUs

Mar
1

Written by: Glen Jackson

DTUs are the antithesis of IOUs.

DTU is my shorthand for Do the Unexpected, a rule that I’ve committed to follow in 2010.

When you have an IOU, you do it because you have to — it is simply expected or required. “I’m going to the basketball game today with a client because he’s a big Hawks fan. Duty calls.”

When you have a DTU mindset, you act because you really want to. You genuinely want to perform a selfless act the right way and make a lasting impression.

Companies that are preeminent always do the unexpected. When you do the unexpected, your client very rarely forgets it. Often they tell others about what happened and word spreads. More importantly, relationships deepen.   “Our client was surprised to find a jersey signed by hometown hero Josh Smith in his office before tonight’s game.”

Unfortunately, in many businesses today, doing the unexpected is a lost art. I tend to blame the leaders of these organizations. Leaders are teachers. If they don’t lead with a DTU mindset and fail to teach others, the IOU mentality sets in.

Here are DTU opportunities to take advantage of today:

  • Write thank you notes by hand and deliver promptly
  • Remember client anniversaries and celebrate significant milestones with them
  • Offer your office conference room to a key VIP business or community contact who needs to meet off-site — surprise the contact by picking up lunch for her and her team
  • Provide a gift for new clients for the first meeting
  • Take part in a service activity with a client or make a donation to a non-profit supported by your client.

Make 2010 the year of the DTU. You won’t regret it, and your DTU recipient will never forget it.

Do the unexpected and you will receive the unexpected.

Tags: , ,
Posted in JS Cultivation | Comments Off

Opportunity: See it! Seek it! Seize it!

Feb
28

Written by: Glen Jackson

At my house, sometimes to the chagrin of my youngest daughter, especially during the winter months of the school year, we call the alarm clock the opportunity clock. When it goes off for the day, opportunity knocks.

I think the opportunity formula is simple. See the opportunity. Seek the opportunity. Seize the opportunity.

See it! Seek it! Seize it!

See the opportunity is the identification phase.   How does it start?  It begins with reflection, conversation and direction.  Take time to reflect on what opportunities you see in your firm or business. Really reflect and dig deep. Then, once you have seriously thought about the opportunity you have identified, get outside perspective. Ask people inside and outside your organization whom you trust what they think about what you’ve put your finger on.  Listen to their comments and advice. Ask them for direction. This is a kind of “what would you do in my shoes” moment. From there, nail down some goals and hold yourself accountable.

Once you see the opportunity, seek it with all you’ve got. This is the action phase. More than anything else, it requires pursuit and patience. Every opportunity worth waiting for requires patience. One of the constant themes in successful business careers is the person achieving his or her goals stayed resilient in their pursuit and kept on moving forward slowly but surely. The bottom line is to keep your nose to the grindstone as you work and pursue your opportunity with stamina. Don’t give up hope. Stay focused. Remember what you reflected on and keep your chin up and keep looking ahead.

So see the opportunity and then seek what you see. The next step is the breakthrough phase. Lots of attributes are needed here. Two in particular stand out  — leadership and risk taking.

Leadership and risk taking are complementary traits. Leaders see resistance and are determined to fight through the inertia they face. Risk taking is reward receiving. It means getting outside your comfort zone to stretch and grow.  Take risk to receive rewards. When you do, you will grow as a leader and you will seize the opportunity.

What happens if you don’t seize it the first time?  Keep trying.

Last week while on a flight to Washington D.C., I sat next to a sergeant in the Marine Corps. He did three tours in Iraq and one in Afghanistan.  We struck up a meaningful conversation.

Before we landed, he reached into his wallet and said, “I want to give you this, sir, before we land.”

He gave me a small, worn card.

“I have had this with me for all my tours. I want you to have it now, sir.”

Printed on the card is the Marine’s prayer. As you would expect, this prayer is moving, very powerful. Two sentences in the middle of the prayer remind us never to stop seizing:

“If I am inclined to doubt, steady my faith. If I shoud miss the mark, give me courage to try again.”

See it! Seek it!  Seize it!

Opportunity knocks. The opportunity clock sounds.

Tags: ,
Posted in JS Cultivation | Comments Off

CEOs seek honest advisers

Feb
17

Written by: Glen Jackson

If you were to select only eight words that you would like others to use when describing yourself as a leader, what would they be?

Honesty is one of the eight to put on your list. We recently had three CEOs in our office speak openly and honestly about leadership. They were asked questions such as how is managing and leading different, what traits do they look for in their inner circle, whom do they admire as leaders, what do they do in their quiet time to recharge and how are they building up within their organizations the next generation of leaders.

It was a rewarding, refreshing discussion. All three of the CEOs faced and cleared formidable economic hurdles n 2009. They met this turbulence head on, they were courageous in their decisions and did not waver from their principles.

A common thread in the answers was the importance of honesty.  The best leaders are willing to to say “I messed up” on that particular decision. They don’t hesitate to say “I don’t know” when asked a question they truly don’t have an immediate answer for at the time.  They don’t try to resolve every issue but let others work things out when there is a difference of opinion.

They listen, listen, listen. They encourage, encourage, encourage. They communicate, communicate, communicate.

The candid answers reminded of a saying that goes like this;  “If you tell the truth, you don’t have to remember anything.”

I will always remember the thoughts shared by these real-deal leaders who spoke from the heart. They were so honest in their answers. We can all learn from this transparency as we ponder our eight words for 2010.

Tags: ,
Posted in JS Cultivation | Comments Off

Three tips to improve listening skills

Feb
15

Written by: Glen Jackson

When leaders fail as communicators, in large or small settings, they fail for many reasons. Common mistakes include talking too much or talking down to the recipient. Sometimes a speaker may fail to really drill down on the audience they are addressing. Often, it’s simply a matter of not heeding advice they receive from trusted advisers on ways to improve their message, communications style and conversational tendencies.

In the end, it all boils down to poor listening skills. Speakers often forget to listen.

Everybody can become better listeners. Try doing these three things to become a better hearer:

  1. Ask
  2. Acknowledge
  3. Act

When engaged in genuine conversations, ask more questions than you think you need to ask.  Push yourself to ask one more question than you think you need to ask.

Acknowledge to the person you are talking to that you hear them. You can do this very simply.  Repeat back to them what you think you heard and get acknowledgment that you heard correctly.

Finally, take action.  In other words, follow up with what was discussed and agree to take action to fix what needs to be fixed, set another date to discuss progress or perform any other tasks.

Ask. Acknowledge. Act.  Listening is that simple.

Tags: , ,
Posted in JS Cultivation | Comments Off

Three keys to effective communication

Feb
8

Written by: Glen Jackson

In a blog post last week, I asked two questions: What makes for an effective communicator?  What makes for effective communications?

This week, I want to explore some of my thoughts on how to answer those questions.

Let’s take the latter question first. Effective communication equals genuine conversations. It is all about two-way communication — dialogue not monologue. It is tempting to replace the word authentic with genuine with the above definition but I believe that would be a mistake. Genuine is simply a more precise word. To be genuine means to be three things: be available, vulnerable and reliable.

So, now we can answer the first question. An effective communicator must be able to be available with their time. They must not be afraid to show their emotions at the right moment, especially with their inner circle. They are also reliable – they are leaders others can depend on unequivocally.

Most of all, effective communicators speak with sincerity and authority. This is the most powerful combination.

Effective communicators also use stories and images to make their communications come to life. I recently heard Super Bowl-winning Coach Tony Dungy speak. He was incredibly effective. Why?

He was sincere and did not hold back on what he wanted to say about various life lessons. Did he blow me away with the style part of his speech? No.

Was he Mr. Telegenic? No. And it did not matter.

I will never forget how he commanded my attention on stage, the stories he told and how he showed his heart to those attending.

When he finished his talk, there was no doubt about the sincerity of his remarks and the authority in which he delivered these remarks.  Leaders are always communicators.

Tags: ,
Posted in JS Communication | Comments Off