I'll Have a Pittsburgh Cheese Steak & an Iron City Beer...

There’s only one thing I can think of that’s worse than being in your car and on your way to the airport at three-thirty in the morning for a six a.m. flight and that is finding yourself in a hotel shuttle van on your way back to the airport at four o'clock in the morning for a six o’clock flight home  some forty-nine hours later.

The six o’clock flight home isn’t the bad part… It’s the traveling in general, the airports and the traffic (Yes! There IStraffic on the 405… even at three-thirty in the morning!). It’s the rush hour traffic you fly into regardless of where you go, especially if where you go is due East and the two or three hours you add to your trip almost certainly ensures you’ll be stopping more than going in the stop-and-go traffic you are certain to encounter. It’s eating alone and being ‘up’ and ready for an eight-thirty keynote followed by a three-hour seminar four hours later. Did I mention the eating alone? And, it’s changing planes or worse yet terminals in Chicago or Dallas.

And… and… and…

The only thing that can make any of it worthwhile: the leaving your home and your life and your business, are the people you meet and the natural beauty that you find yourself immersed in regardless of where you go so long as you allow that beauty to wash over you. That, and the intrinsic beauty of the people you meet every time you venture out into the world and the impact each of them can have on you… if you let them touch your life… And, especially if they allow you to touch theirs.
I left the shop for an association meeting and trade show in Pittsburgh this past Friday. Truth be told, I didn’t want to.

I know… I know… Then, why did you go?


Well, it wasn’t the meeting or the city or even the fact that it’s still winter there. Or, the fact they've had more snow than anyone should ever have to deal with. There was just too much going on here: too much going on at the shop, and I was having too much fun doing it to want to go anywhere. But, they asked and I accepted.

So, I got up at three o’clock Friday morning and was on the road by three-thirty. I went over my notes for Saturday’s keynote in the air. I went over the slides for the seminar I was presenting later on that afternoon. I thought about the internal struggle I am currently confronting as I try to figure out how to break up my marketing budget: how much for acquisition, how much for retention and how much for loyalty and reward. And, then I started to think about how fortunate I am: how privileged.

I was asked… I was asked to share my experience, my knowledge, my life, with some of the most incredible people in the world: the folks who do what I do... automotive service professionals, like me.

They wanted to hear what I had to say. They were gracious and generous and attentive: grateful that I’d come so far to be with them. But, the real truth  is I’m the one who was really grateful. You see, I’ve yet to go anywhere and speak to any group where I didn’t come home enriched by the experience. So, if it sounds like I was whining about the opportunity to get up that early, I’m not. Not, really… I love what I do and I love the people I do it for. In fact, it’s pretty much what I’ve got written down on the little piece of paper I keep in my wallet:



To enrich the lives of those I serve, moving them toward the success that is so elusive in our industry, by sharing my personal knowledge and experience.


In the end, Pittsburgh was wonderful because the people were wonderful (The food wasn’t half-bad either! Especially, that Iron City cheese steak with the coleslaw and French fries built in washed down with some Iron City beer!).

So, it’s a pretty good bet you'll be reading about my getting up before dawn to share what I’ve learned and where I’ve been with another group of shop owners long before I’ve had the chance to process how much I’ve learned and how much my life has been enriched by the last group of shop owners I just left.

Complacency...

There are few things in the world that get me crazier than average. Average drives me nuts!

No one I know strives to be average, at least no one I actually want to know or continue to have a relationship with.

Striving to be average is all about giving up, coasting, taking the easy way out, accepting 'good enough' as good enough. It's about complacency... accepting things as they are because doing nothing is less complicated and takes far less energy than doing anything.

I'm not talking about someone who is trying the best they can but can't prevail because of circumstance, limited opportunity or limited ability. I'm not talking about the people who can't do any better or try any harder... By definition, they are trying as hard as they can to be the best they can be; to do the best they are capable of doing.

I'm talking about the people who could make a difference, who could do better: but, after careful consideration, choose not to. Generally, at the risk of putting themselves or someone close to them in danger of some sort. They would rather work at 'getting by,' than work at getting better. And, I think what bothers me most of all about this social or cultural phenomenon is that it seems to be growing.

People come by the shop to take an order or solicit our business either representing themselves or other companies and they just barely manage to follow the script as if showing up was enough. They don't bring anything of value to the relationship, they don't create anything of consequence, they don't move information up or down the pipeline. Hell, sometimes they don't even say Hello!

I can't live like that. I don't think I would even if I could: could, as in allowed. I'm not wired that way and neither are any of the people I work with. They are constantly trying to learn more, get better, accomplish something significant, overcome obstacles, attain success. Now, they may choose to define success a little differently than the majority might define it. Their success isn't always about 'stuff' or money. More often than not, it's about that feeling of satisfaction that can only come from doing something extraordinary. And, extraordinary rarely occurs without a serious compliment of exertion.

I think the answer is not only simple, it's obvious. This level of performance - Or, perhaps, more appropriately - this level of non-performance, should no longer be accepted as adequate by anyone anywhere anymore. Complacency should be banished, and its practicioners and advocates no longer tolerated or accepted.

I think I'm going to give it a try... And, the sign at the driveway will read: Average No Longer Tolerated Here!

Have A Good Day!

How many times a day do you do you catch yourself directing someone you know or perhaps even a few people you don't, to "Have a good day!"

It's become a reflex, hasn't it... A smile. A wave. And, a friendly, thoughtless edict.

Meaningless.

What does it mean when something becomes meaningless, especially if it is a 'something' you yourself  are guilty of doing countless times a day! I know I just said it a few hours ago when the last person to pick up a vehicle before we closed paid their bill and started toward the door: "Thank You. Have a good day!"

Absurd!

No matter how you determine what a 'normal' day is, at 6:15 in the evening that day is just about over. There certainly isn't a lot of time left for something 'good' to happen. So, why bother suggesting it?

I could understand wishing someone a "good day" if we could all agree on what a good day looked or felt like. But, that hasn't happened... Has it? If it has, I must have missed it and I don't think I did. And, if that's the case, now might be a good time for us to give it a shot. What have we got to lose? Directing someone to have a great day would certainly be a lot more meaningful if everyone could agree on what it really meant to have one.

My son called this morning after he ran in the rain for an hour-and-a-half, and with his best John Wayne, declared that "A day without training is like a day without sunshine, Pilgrim!" 

Does that mean a day with training is a "good day," or at least the start of one? I'll bet it does.

If you are in business, is a good day a profitable day: a day where you have somehow managed to make a little more than you spent? It certainly would be "good day" in this economy! Is it enough to define a "good day" simply as one that hasn't managed to become a bad one? What do you think? I've experienced more than my share of days like that: days where just having nothing bad happen looked and felt pretty damned good by the end of the day! But, is that really enough?

I'll bet most of us have had enough bad days to recognize a good one if we came across one. It would probably have a lot more to do with content than with meaningless activity. It would be filled with more laughter than tears, more satisfaction than frustration. I'm sure there would be a sense of service thrown in for good measure. There would be at least a little appreciation, some recognition and maybe even the sense you actually managed to accomplish something that day floating around as well.

Maybe, that's what we're really trying to say. And, if it is, then we should just say what we mean...

Thank you! And, have a meaningful day! Thank you! And, have a rewarding day! Have a day filled with satisfaction and accomplishment, a day filled with love and respect! Have a day filled with people who make you laugh and smile, people you are genuinely glad to see and be around!

Now, that would be a "great day," wouldn't it! And, if you think about it, I'll bet it was!

THE WORLD BETWIXT AND BETWEEN...

I spend a lot of time in the uncomfortable world that exists between the real and the ideal… a world suspended somewhere between imagination and experience. Perhaps, too much time if I made the choice to honestly assess where I am and what I am doing at any given moment during the day or at night.

That isn’t to say I’m an escapist or that I’m not tethered tightly to the real world. I am definitely not an escapist. I’m not running away from reality. I’m just trying to bend it a little. And, yes, I am tethered to the real world: tightly tethered! But, that doesn’t mean I’m not thinking about ways that world could be or should be, either. Frankly, I think we should all be doing a lot more of that kind of thinking.

I'm a realist: a pragmatist. I have to be. I work on automobiles and trucks: or, at least, I did for most of my adult life. Now, I run an automotive repair shop... Or, it runs me! I have employees. I have responsibilities. I have kids: grown kids, but still my kids, nevertheless.

I am a senior contributing editor with two deadlines a month. In other words, I have all the real world anyone could want... or, handle. Maybe that's why I am continually drawn to the world of "Could Be" or "Should Be:" a world of theory, a world of supposition and conjecture.

So, you won't hear me complaining a lot. Nor, would I expect anyone to listen if I did. This is where I choose to live.

It is a world of books and magazines and articles and lectures and seminars, written and presented by a host of individuals, most of whom I’m not sure I agree with all the time: hence, the discomfort.

Why do it if it makes you uncomfortable? Well, because… Because, it forces me to think and by thinking I improve the quality of my living: the quality of my life, despite the discomfort. In other words, most of the time it is time well spent and proves more than worth it!

And, the pain? Well, the pain comes from continually trying to move the needle, raise the bar, in my industry: the automotive service industry. The pain comes from continually trying to explain the inexplicable to a motoring public with little patience and less interest; from trying to improve the current reality of shop owners and technicians in a culture that does not appreciate the important role we play in ensuring personal mobility and freedom, and reinforces the fact that I am still here, still alive…

Living between the real and the ideal does something else for me, I guess. It just about guarantees that I will never have to wonder about my existence… The pain is a constant reminder I'm still here, and the other side of that pain; the satisfaction and the joy experienced when you are successful and someone who has read what you have written, listened to what you have said, thought about what you have suggested, joins you in the world betwixt and between because they realize as you do, it is the bridge between the past and the present: a bridge between the present and the future! And, you realize, you finally have a little company!