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Pride and Joy

The Connection - October 22, 2008
by Michelle Sugerman

The dictionary defines ‘pride and joy’ as an object of one's great pleasure, like an exceptional employee or new customer solution. This is very different from the definition of ‘pride’ which is a high opinion of one's own importance or merit. Pride and joy is the appreciation of something external and pride is the admiration of self. But, when we represent ourselves and our businesses, how do we walk the line between informing or educating and outright boasting?

Philippians 2:3 warns against “selfish ambition” and “vain conceit”. Yet, in the business world we need to move toward goals and reaffirm our value! Potential and existing clients, co-workers, and managers need to know why they trust us with their money and information. As Christ-followers, we are expected to communicate how we are unique without being prideful.

Pride is expressed from an internal perspective. Words and actions are chosen from a ‘me’ point of view with little concern for or interest in those in the ‘audience’. Unfortunately, it is quite a turn off to those who see right through the self-centered performance. Mark 7:21-23 describes pride as one of many evil things that come from the heart of men. Ouch!

The fact is, communicating true confidence and self-respect is far more effective than egotistic monologues and it is biblical. Listen! Learn! Build relationships with people, not with facts and figures or one-upmanship. James 4:10 says, “Humble yourselves before the Lord, and he will lift you up”. It doesn’t say, “Boast about yourself and then you will be honored”.

Your pride and joy might be your business and the products and services you offer your customers. But, pride alone will distract you, and those around you, from the true purpose of your business. Humble, genuine confidence is what Christ modeled. He was certain of his identity not full of self-admiration. I challenge you to learn how to express yourself with self-assured poise. Determine your own style, move toward your goals, and communicate your professional value without pride.

Decisions, Decisions

The Connection - October 8, 2008
by Michelle Sugerman

One more half-hour on the treadmill (this time the cardio setting) and one more dreary update on the stock market (this time the plunge of world markets, in addition to US markets). I unsuccessfully attempt to distract myself from my workout by watching CNN. And in response to an extended “sell-off that [has] the major indexes trading at or near four-year lows,” the news anchor asks his viewers the tired question, “What Next?”

Before we decide what is next, we are reminded by impersonal financial experts to consider our Risk Comfort Level (the relationship between the amount of risk that investors are willing to take and the potential return they may receive on their investments), the number of years before retirement, and twice I heard advisors suggest, “do what you need to in order sleep well at night”. But, as Christ-followers, what are we really supposed to do?

Seek wise (and personalized) counsel! Proverbs 1:5 reminds us that the “wise listen and add to their learning” and that the “discerning get guidance.” Bill Hybels expanded on decision-making during the first session of this year’s Leadership Summit by saying, “do what ‘smart’ advisors tell you to do”. I distinctly remember his use of the qualifier ‘smart’! I supposed it warrants being mentioned, just in case you are currently seeking advice from those who don’t know what they are talking about! And I will add another bit of obvious counsel; don’t take advice from those who don’t tell the truth.

1 Kings 13 tells of a God-fearing hero who is ultimately tricked by a lying prophet. This hero speaks up for God, is protected from being seized, prays for and is granted healing of the king’s hand, and twice refuses offers of generosity (in order to be obedient to God’s will). Nevertheless, he meets his undoing by taking the advice of a deceitful prophet. Ironically, the same tricky prophet follows his lies with truth by saying, “You have defied the word of the Lord and have not kept the command the Lord your God gave you” (1 Kings 13:21). Because of the hero’s lack of discernment, “the Lord [gave] him over to the lion, which mauled him and killed him” (1 Kings 13:26).

In addition to seeking WISE and GODLY counsel, here are three other tips Hybels shared:

1. Check the Bible: Does the Bible specifically address what you are contemplating? Can you find relevant a parable or interpret from the context of scriptures?
2. Recall What You Know: Hybels encourages us to remember our past Pain, Gain, and Experience or PGE. Revisit old journals if necessary.
3. Discern Prompting of the Holy Spirit: Make a ‘trial decision’ and scrutinize your response. Are you more joyful and peaceful or are you more confused and discontented?

That's Not Fair: Benefits and Employee Retention

The Connection - September 24, 2008
by Michelle Sugerman

When the day's work was over, the owner of the vineyard instructed his foreman, 'Call the workers in and pay them their wages. Start with the last hired and go on to the first.' Those hired at five o'clock came up and were each given a dollar. When those who were hired first saw that, they assumed they would get far more. But they got the same, each of them one dollar. Taking the dollar, they groused angrily to the manager, 'These last workers put in only one easy hour, and you just made them equal to us, who slaved all day under a scorching sun.' (Matthew 20:8-12)

Attracting and retaining the best employees is critical to the success of small business. Even more important, is the perception of fairness as it relates to compensation and reward. In a period of exaggerated generation gaps and economic strain, how does one ‘catch and keep’ the finest staff?

• Recognize the Importance of Retention: Kate Schieldt of HR Partner, LLC says, “the price of replacing one employee adds up to thousands of dollars”. She recaps a short list of potential, but costly activities: updating a job description, advertising the open position, collecting and reviewing resumes, prescreening applicants, conducting first and second interviews, verifying references, administering drug and personality tests, negotiating the compensation package, submitting offer and rejection letters, compensating for lost of productivity and diminished team morale, all in addition to training and grooming the new employee.
• Identify the Top Workers: These workers consistently demonstrate superior skills, exhibit a good work ethic, desire more knowledge, take calculated risks, and are essentially coachable. They understand and behave according to the company’s values. Top employees are capable of self-leadership and set an example for others to follow.
• Provide What Best Employees Value: A benefit that is not PERCEIVED as valuable is not valuable. For example, employees are increasingly interested in eco-friendly options, especially on the heels of the summer’s record breaking gas prices. Schieldt says non-traditional benefits such subsidized commuting (i.e: bus pass) and flexible workweeks (i.e: four 10-hour days) continue to grow in popularity. Along with ‘green’ benefits, the older generation desires eldercare benefits. This, in addition to the childcare benefits enjoyed, and now practically expected, by the younger generation.
• Know Their Rights: Schieldt reminds employers of mandatory benefits, such as Medicare, Unemployment, Social Security, Worker’s Compensation, and for businesses over 50 employees, Family Medical Leave. She recommends working with an HR or financial professional to fine tune offerings and reiterates that discrimination on the basis of age, race, color, gender, creed or religion, marital status, national original, sexual orientation, disability, ancestry, citizenship, pregnancy or child birth, military service, or any other characteristic protected by law is not tolerated in the US.
• Encourage Utilization of Fair Benefits: When it comes to creating compensation packages, “larger businesses have more cash and smaller businesses have more flexibility,” Schieldt says, “but perceived fairness is key. They must be ‘generally offered to everyone’.” Benefits can reinforce a company’s values and its culture; so once offered, the use of benefits must be allowed and even encouraged.

Lifestyles of the Rich and Famous...and Wise

The Connection - September 10, 2008
by Michelle Sugerman

It’s like an episode from the 1980’s TV Series Lifestyles of the Rich and Famous. You can almost hear Robin Leach’s British accent cutting through the details of 2 Chronicles 9:13-30: “All King Solomon’s drinking vessels were of gold...Solomon had 4,000 stalls for horses and chariots and 12,000 horsemen...he ruled over all the kings from the Euphrates River even to the land of the Philistines, and as far as the border of Egypt”. Imagine the TV network’s exclusive images reflecting gold-covered floors and engraved walls. Or a panoramic view of the expansive land under King Solomon’s control as the scene fades into a sunset before cutting to a commercial break.

King Solomon’s wisdom was renown; even the Queen of Sheba came to test the rumors and said to Solomon, “It was a true report which I heard in my own land about your words and your wisdom” (1 Kings10:6). King Solomon’s wisdom was a gift, an answer to his prayer. (1Kings 3:9). The Lord was so please by his humble request, that he also granted him immense prosperity and unprecedented power. (1 Kings 3:13). But, for what purpose?

In granting King Solomon’s request, not only did the Lord show favor on Solomon, but He also confirmed the promise made to Solomon’s father David. The Lord enabled Solomon’s judicious leadership of over His people who were “as numerous as the dust of the earth” (2 Chronicles 1:9). And, He granted him the knowledge required to build the Lord’s temple (and resting place of the Ark of the Covenant). What promises has the Lord made to you? Who or what are you supposed to be leading for God? What are you ‘building’ for the Lord right now?

King Solomon could have asked for fame via a front-page headline in the Wall Street Journal or increased business through the destruction of his competitors, but he asked for the ability to know right from wrong: wisdom and discernment. The Lord accomplished many great things through Solomon as a result of the gifts He gave Solomon. What are the gifts you have been granted? What is expected of you or your business through the use of your gifts?

“From everyone who has been given much, much will be demanded; and from the one who has been entrusted with much, much more will be asked” (Luke 12:48).

Fighting the Good Fight

The Connection - August 27, 2008
by Michelle Sugerman

I have an addiction of Olympic-sized proportions. I became aware of my problem only moments after we sat down to watch Michael Phelps compete for his eighth gold medal. My loving husband soon insisted that I relinquish the remote control. See, with our digital recorder, I can fast-forward through commercials AND commentary. I can condense a typical 4-hour broadcast into about 42 minutes of pure action! Because of its demands on one’s focus and split-second reaction time, I am convinced flawless “Remote Controlling” could also be a sport.

But, as I (quickly) watched the Olympic Games this month, I did pause to hear the coach and athlete interviews. Below are the axioms our US competitors shared. What do these quotes tell you about competition or competing in the context of business?

• Forget Mistakes, Fast: When asked what lead to her team’s pleasing finish in China, Tayyiba Haneef-Park (Women’s Indoor Volleyball, Silver) says her team doesn’t “linger on mistakes”. Though they could have been distracted by their loss to Cuba in the preliminaries, it was the Cuban team they defeated in the semi-finals to advance to the finals.
• Teamwork Works: When Coach Mike Krzyzewski (Basketball, Gold) was interviewed about the ‘Redeem Team’ he insisted it was not about the nickname. He wanted his individual players to “win on and off the court” and remember to “be PART of the big picture, not THE picture.”
• Battle, Believe, & Breathe: These are the Three B’s Coach Troy Tanner (Women’s Beach Volleyball, Gold) instills in the dynamite duo that remains undefeated in 108 straight matches. Misty May-Treanor and Kerri Walsh attribute their success to Tanner’s focus on the fundamentals and reminders to have fun!
• Know Your Place: Bryan Clay (Decathlon, Gold) told Christianity Today, “When I'm running, I feel like I'm right where God wants me. I feel him looking down and saying, "That's my boy."
• Maintain Perspective: Following the award ceremony, Todd Rodgers (Men’s Beach Volleyball, Gold) was asked, “Does it get any better than this?” Rogers actually qualified his answer, “When it comes to beach volleyball? ...No.”
• Give Until it Hurts: David Neville (400m Track, Bronze) claimed he was nauseated after the race in which he literally dove across the finish line. Soon after, and with a huge smile, he said his plan was to “make a sacrifice…give it my all, give God the glory”.

In Case of a Water Landing

The Connection - August 13, 2008
by Michelle Sugerman

After years of slacking sales, customers will see a “back to basics” theme this Fall at the Gap, a clothing store targeting adults between 25 and 35 years of age. BusinessWeek’s August 18th (2008) issue reports that Gap’s new design chief, Patrick Robinson, is charged with reconnecting the 40-year-old company “with its roots”. He can’t turn around the retailer (with 3000+ stores) by himself, but Mark Montagna, a retail analyst for CL King, says “he can single-handedly sink it.”

I am reminded of Solomon’s charge to build a temple and resting place for the Ark of the Covenant. Solomon was granted endless resources: plans and instructions inspired by God, wealth and assets in the form of treasuries and precious metals, and finally, skilled staff ranging from craftsmen to officials. Solomon was given everything he could possibility wish for PLUS this stern command: serve the Lord “with a whole heart and a willing mind…be courageous and act.” (1 Chronicles 28)

A charge like Robinson’s or Solomon’s would leave most people grasping for a flotation device! But, the Lord is faithful to provide what we need and expects us to courageously pursue it. For example, Robinson met with Gap store managers and visited stores to get a better idea of what required his attention. Turns out, the departure from typical customer-based focus groups yielded superior data. After his “eye-opening” conversations, Robinson began encouraging other designers to “get into the stores and talk to the salespeople.”

As leaders, we rely on many external factors for success: a good plan, meaningful information, and dedicated staff. Robinson is dependent on salespeople and manufacturers; an airplane pilot is reliant on air-traffic control and ground crew. The pilot’s team enables a safe and on-time arrival, but one pilot error could force passengers into strapping seat cushions to their chests. So, back to basics: serving the Lord with gutsy obedience and unrelenting faith. Though you might have all the resources required to accomplish a goal, as a leader, you can still “single-handedly sink it”.

Praying for a Time Warp

The Connection - July 30, 2008
by Michelle Sugerman

Our planet spins on its axis at about 1000 miles an hour limiting our Earth day to 24 hours. Though you could increase your day by about 39 minutes by moving to Mars; the truth is, time management is more about self-discipline and ‘eternal’ outcome than the amount of time itself.

The more I learn about how we think about the future, the more I am convinced of our ability to create ingenious plans. Failure to follow through on a well-developed plan accounts for the biggest mistake in managing our time. We confuse new opportunities with higher priorities, we forget that saying ‘no’ to some things means saying ‘yes’ to the best things, and we toss away a thoughtful plan because we become distracted and confused.

Our Heavenly Father has ingenious plans, too. Clearly more ingenious than my own, though through ‘prayer and petition’, I often discuss how my plans seem to differ from His (Philippians 4:6)! But, simply put, time is meaningless to a timeless God. I am reminded of Moses, he was more intent about what he DIDN’T want in the plan than what he DID want in the plan. I think about how God use the first 40 years of Moses’ life before Moses killed the Egyptian (Exodus 2:11-21), and his next 40 years in the desert as God prepared him to lead the Israelites out of Egypt (Exodus 3), and the most famous 40 years of wondering through the wilderness with the freed Israelites. Each segment focused on personal refinement and maturity for Moses. These seemingly endless years prepared Moses to lead his people to the ‘land of milk and honey’.

I admit that I have actually prayed for the ‘sun to stand still’ just like it did for Joshua as his troops rallied against the Amorites. (Joshua 10:12-13) And when the Lord doesn’t answer my request for a wrinkle in the spacetime continuum, I focus on self-discipline and avoid prolonged visits to Jupiter where the day is less than 10 hours long! Following a plan that is aligned with God’s desire for my time is critical to my success, especially when His plan initially differs from my own. Remember, Moses did not join the Israelites in the Promise Land; his journey was more about his character and leadership and less about the short-term outcome.

Redefining Delegation

The Connection - July 16, 2008
by Michelle Sugerman

Delegation (del•e•ga•tion): the act of relinquishing control of a task or project and waiting for someone to let you down. Secretly, this is how many of us define delegation. Successful delegation is possible. It requires an overarching goal and general guidelines from the leader along with commitment and trustworthiness of the delegate.

Rarely do we see step by step processes in the New Testament. Jesus commanded us with high-level requests like “Come, follow me” (Matthew 4:19) and then provided general guidelines for execution. Jesus implied, “NOW!” by requesting his followers even forego social norms of the day (Luke 9:59-62). He left the remaining details to those he called. He did not say, “Put on your Crocs™, pack two 20oz Aquafina® water bottles…and don’t forget the trail mix”. He avoids these specifics to prevent ‘legalism’ and the temptation of earning his love by going through the motions.

By setting general guidelines and identifying the components that deem the effort a success, the delegate is empowered to make decisions rather than suffocate under micro-management:

• Determine deadlines and the format for deliverables
• Identify available resources and boundaries
• Agree on milestones and review progress periodically
• Allow room for growth and mistakes (revise expectations as needed)
• Reward progress and provide encouragement through difficult periods

Motivating & Measuring Innovation

The Connection - July 2, 2008
by Michelle Sugerman

Combining Old Technology with New

The Connection - June 18, 2008
by Michelle Sugerman

Get Set...Innovate

The Connection - June 4, 2008
by Michelle Sugerman

The ‘Perfect’ Example

The Connection - May 21, 2008
by Michelle Sugerman

Christ set the perfect example of leadership. He incorporated a clear mission and team-building into his work. He asked for help when needed and demonstrated behaviors he wanted others to emulate.

The ability to communicate powerful ‘cause’ or ‘vision’ and generate enduring buy-in creates a great leader. Few argue the impact Christ’s leadership had on earth, even those that don’t believe, acknowledge his timeless legacy. And for that legacy to reach our day and time, Christ had to spend countless hours gently and consistently relaying (and re-relaying) his purpose and mission. He taught new skills and knowledge to those who followed him and perhaps most notably, taught them to think for themselves as he answered questions with questions.

Christ was rarely alone, though sometimes speaking to crowds of 4000 and 5000, he most often found himself in small groups. On occasion, he would have deeper conversations with closer friends. He asked for their support through prayer and provision of safety. (Mark 14:32-38) Ultimately, in his deepest pain, Christ prayed alone with His Heavenly Father seeking God’s will – not his own. Connecting with others and asking for help empowered Him to continue until ‘it was finished’. (John 19:30)

Christ’s actions also demonstrated His deepest desires for our own thoughts and behavior. He loved and respected everyone even through betrayal and torture. He showed patience and compassion even toward those who were slow to understand his message. With all of His power, he humbly served others. Christ did not stand in His own glory, but humbly deflected the reverence and admiration he received onto God.

In today’s business world, Christ’s example suggests the following:

• Consistently communicate a concise vision
• Ask more questions
• Get help when needed
• Find support and fellowship with peers
• Pray early and often
• Love everyone with Christ-like compassion and respect
• Give God the glory and honor

Values Outperform Profits

The Connection - May 7, 2008
by Michelle Sugerman

Integrity = Self Discipline

The Connection - April 23, 2008
by Michelle Sugerman

Service Level Agreements

The Connection - April 9, 2008
by Michelle Sugerman

Service Level Agreements (SLAs) are formally negotiated arrangements between two parties, specifically related to the measurable quality of an offering or product. SLAs became standard components in the telecom contracts of the late 1980’s. Today, they continue to define the characteristics of a consumer experience and the penalties for failing to measure up to that experience. Sometimes, ‘measuring up’ requires compliance of the customer as well.

For example, a printing company promises to deliver 500 brochures by close of business, but only if the customer provides the original by 9:00AM. By establishing ‘reciprocal’ actions with customers and enhancing the ability to monitor SLA compliance, customer relationships can be extended and customer service improved.

What Service Level Agreements have you negotiated? What promises have you made to your clients or yourself about the quality and timeliness of your work? Do you require, for instance, specific information from your clients to prepare and deliver proposals within 48 business hours? Could you better serve your clients through clearly defined SLAs?

SLAs establish expectations or promises of ‘performance’ between a business and its customers. Thankfully, God does not require our performance, just our faith (Ephesians 2:8). Two of my favorite SLAs with God:

1. “You will seek me and find me when you seek me with all your heart” (Jeremiah 29:13)
2. “He who believes has everlasting life” (John 6:47)

Working Smarter: Using Your Head, Not Your Feet

My Living Balance eZine - April 2008
by Michelle Sugerman

While growing up, I often heard my dad say, 'What you don't do with your head, you do with your feet.' You can imagine as a young girl, I struggled to unravel that statement --but now I understand its truth. When we fail to use our heads, we wind up reworking a solution or wasting resources like time, money, and effort.

It often seems like taking time to prioritize our new tasks, organize a desk drawer, or even conduct a strategic analysis is too consuming. But it is the investment of time and effort to prepare for 'the most important' that actually SAVES time and effort.

Tips for Using Your Head:

• Create workflows or habits that build in efficiencies. A well-conceived plan is invaluable!
• Remain disciplined when following a good plan. Remember that second guessing a plan while in the mist of panic, is a sure way to create more work.
• Once you HAVE done some work 'with your feet', review and determine how to do more with your head next time.

"You have brains in your head.
You have feet in your shoes.
You can steer yourself
any direction you choose."

-Oh, The Places You'll Go, by Dr. Seuss

Marketing Results in Relationships

The Connection - March 26, 2008
by Michelle Sugerman

We expect results from our marketing efforts. Whether we are conducting a direct mailing campaign or calling new contacts after a networking event, we expect to increase our businesses by establishing new relationships with individuals.

New business relationships range from qualified leads to referral partnerships to casual friendships. Once identified, we must cultivate these relationships. Marketing results require an investment of time and money; superior marketing results require the additional investment of ‘heart’.

Keys to Cultivating Business Relationships:

1. Understand and provide for true business needs: Determine how your business or someone else’s business can best address an individual’s needs. Connecting individuals, even to another professional to solve a problem, is still offering value! You will be especially remembered when the individual discovers a need your business can address.



2. Follow-up or connect on a regular basis: Contact by phone, email, or a face-to-face meeting reminds individuals about you and how your business might support them. You learn more about them as individuals and help them identify new threats and opportunities in their business. Your consistent kindness and genuine interest in their well-being can set you apart from other vendors or service providers.

Worry... Check!

The Connection - March 12, 2008
by Michelle Sugerman

Those of us with an active or vivid imagination will excel in the area worry! But, even if we are extremely good at worrying, we can’t “add a single hour to [our lives]” Mathew 6:27. Worry is a deceptive pursuit. It appears to produce results, but worry or panic actually puts us at more risk!

For example, a good swimmer needing assistance in the water can endanger the life of the rescuer while in a state of panic. The Red Cross advises lifeguards to extend a float or pole to people who are drowning and to enter the water only as a last resort. The rescuer and the swimmer are reminded to remain calm in order to improve thinking and reaction time!

Differentiating fret from forethought is critical! Decision-makers must conduct business based on current information and the anticipation of the future, but:

• A flurry of activity is different from following a well-conceived action plan.
• Incessant ‘what if-ing’ is different from reforecasting and making reasonable adjustments.
• Anxious thought is different from curiosity about the future.
• Irresponsibility is different from resting in the “peace of God, which transcends all understanding” Philippians 4:7.

Serving Others through Change

The Connection - February 27, 2008
by Michelle Sugerman

Intense Conversations: Creating Safety and Common Goals

My Living Balance eZine - December 2007
by Michelle Sugerman

Time Management: My Favorite Misnomer

My Living Balance eZine - November 2007
by Michelle Sugerman

There are 8,760 hours in a year and there is nothing you can do about it! If you destroyed every sundial, stopwatch, oven timer, and clock tower in the world - time would march on! In his book, 'Getting Things Done: The Art of Stress-free Productivity, David Allen reminds us 'you don't manage five minutes and wind up with six'.

Time management is really self management.

Self Management Tips:

• PLAN! Establish your own system of tracking tasks and events - then use it!
• JUNK THE JUNK! Shed the 'mediocre stuff' and make room for the 'best stuff'.
• FOCUS! FOCUS! Try not to interrupt yourself. Multitasking can reach the point of diminishing returns.
• MAINTAIN A MARGIN! Allow for a little wiggle room because you can almost always expect the unexpected.
• PERSEVERE! Review your plan often and revise it, if needed. Consistency will generate results.

Perhaps, Stephen Covey said it first in his book, The 7 Habits of Highly Effective People: 'Time management is really a misnomer. The challenge is not to manage time, but to manage ourselves.'