It's okay if you call me a 'douche-nugget' (or worse)

This blog about a book had me chuckling.  I don't work in HR but I'm always amazed at the employee-employer relationship...and how quickly it can go south.

"Apparatus! I said apparatus..."

Have you heard about the morning anchor who supposedly dropped the F-bomb after hearing about Peyton Manning's move to the Denver Broncos?  The above YouTube video is the station line on what really happened.

I can't help but remember the time Sally Fitz reportedly told Ralph Rayburn to "stick it up your ass" when both were trying to interview the same person in the aftermath of Hurricane Andrew.

We were all still on 12-hour shifts and Sally and Rick Sanchez had been dispatched to field anchor from South Dade.  Both did incredible, award-winning work.  But it was exhausting and stressful.  Ralph and Sally came upon the same story at the same time.  Both wanted the interview and Sally pulled rank.  Unfortunately, her mic was live during the "discussion."

I was pretty sure Princell Hair, then a producer, was in the booth but my pal Bill Pohovey was actually there.  (I was the Assignment Planner and had camped out in my office behind the assignment desk. I was asleep when it all went down)

Sally ended up with the interview.

Shortly thereafter, the Miami Herald reported the incident and Sally, ever the professional, explained that Ralph's IFB had fallen out of his ear and that she was really just pointing it out.

"Apparatus...I said apparatus" she explained to the newspaper.

There was no YouTube in 1992 so I guess we'll never know.

One of the things I miss most about South Dakota--the night sky

Yankton Press & Dakotan Ap-state-sd Time-lapse videos showcase S. Dakota's landscape

Great read on the difficulty of changing a culture

News executives acknowledge ‘toxic’ cultural divide between print and digital:
After 18 months of work and countless pinky-shake vows of confidentiality, my colleagues at the Project for Excellence In Journalism have a fresh report out today on the newspaper industry’s search for a new business model.

The report, “The… Read more

Meet the New Kansas City

The day after

George Waldenberger took this photo in Branson, MO today, less than 24 hours after an EF2 raked the tourist destination.  Maybe John and I will get down there this year...

Happy Leap Day Eve

In honor of the occasion, here's a joke I found on Wikipedia:

A woman gets on a bus with her baby. The bus driver says: "That's the ugliest baby that I've ever seen!" 
The woman goes to the rear of the bus and sits down, fuming. She says to a man next to her: "The driver just insulted me!" 
The man says: "You go right up there and tell him off – go ahead, I'll hold your monkey for you."

Priorities

5 Ways You Are Turning Customers Away:

Are you losing customers without even knowing it? Make sure your business and employees aren't suffering from these easy setbacks.

When it comes to running your company, it's normal to get into a rut from time to time. One big rut is not having enough time in the day to really assess all of the ways your customers are interacting with your business, whether it’s digital or good old face-to-face. With all the access customers have to products and services other than your own, it’s extremely easy to lose opportunities to make them happy.

Take a look at your business and see if any of these pitfalls could be turning your customers away:

1. Employee Chatter

How many times have you walked into a store and you hear employees talking to each other about their shifts, the fact that they hate working today, or how they can’t wait to get off work to go clubbing tonight? It happens more often than you think and it might be happening right within your walls. Your customers want a pleasant and positive experience with your business, whether they’re on the phone with your sales team or in your store or office. Let your employees know how important it is for them to focus on the customers and save the idle chit-chat for when customers aren’t around.

2. Phone Tree Hell

Have you ever called your own business phone number to see what the customer experience is like? I do it all the time. If your phone tree has lots of branches and your customers or prospects can’t get someone to talk to in a quick and easy fashion, you could have lost them forever. Don’t greet your customers on the phone with the “Please listen to the following as our menu has changed” message. That takes a solid five seconds that a customer could be in touch with you faster. Also, assess what most of the calls coming in are concerning. If they’re usually about a specific topic, then that should be the “Press one for … ” option. If you’re selling out of a specific product or you have an issue that your customers might be experiencing, you can set that to be the first thing callers hear. Don’t be afraid to change your phone tree.

3. Mobile Mania

Have you ever had to wait for someone to get off his/her mobile device before helping you? Think of a customer coming into your business and experiencing the same. It’s maddening. I’ve literally been at a restaurant and waited for 10 minutes before I was asked if I wanted a menu simply because the wait staff was updating Facebook. And it doesn’t only happen at retail locations; it happens in the office environment, too.

At my small business marketing company, VerticalResponse, our employees used to always have their laptops on or type away on their mobile devices during meetings. It was terrible and had to be curbed; no matter how good you are at multi-tasking, you’re going to miss something important if you’re typing away. It shows a lack of respect for your customers or co-workers and it says to them that whatever's happening on your phone or laptop is more important than everyone else’s time. And time is money. Make sure your employees put customers first, before texting and Facebook, and if they want to do those things, then it should be during their breaks.

4. Inconsistencies

If you’re a customer and you like to frequent a particular business, you expect a certain level of performance that you’ve grown accustomed to, whether it be a website that works properly or the quality of a meal at a restaurant. If you think you have the best pizza in New York, it better be the best pizza every single time you serve it. If your customer service is outstanding, all of your customers need to experience that outstanding service each and every time. Remember that your repeat customers are telling your new prospects about their experience, so make sure it’s always the same stellar experience.

5. Welcome! (Or Not?)

Have you ever walked into an office building and had no one pay attention to you? Or ever shopped at a store and no one asked if you needed help? My husband walked into a local store, shopped for an item for about 10 minutes and none of the four employees (who weren’t busy) asked if he needed help. He then brought his purchase to the counter and gave the check-out person his credit card. The entire transaction happened without a word. Really? The Gap makes it someone’s job to welcome people into the store. Restaurants have hosts that greet you and get you seated. Offices should have some way of knowing when a visitor has arrived. Make sure you and your people are smiling and welcoming newcomers into your place of business; you never know who they might be.

These five things may sound very simple to avoid, but they could be happening right under your nose!

It was a helluva game.

Missouri, Kansas end 100-year-old rivalry

A blog I regularly frequent....

South Kansas City Observer: KCFD and KCPD: Heroes or Villains?: One of the great laws of municipal life is that the jobs of the police department and the fire department are not like other city jobs, that...

I wonder what my Target Guest ID says about me.

How companies learn your secrets.

The ROI for "Thanks"

5 Tips To Get Maximum ROI From Saying "Thanks":

You know it's important to say thank you. Here are some easy ways to express gratitude--and have it impact your bottom line.

Erin Newkirk admits that she too, has been guilty of touting the value of handwritten thank-you notes at the expense of actually sending them.

Except that unlike the rest of us, Newkirk was actually at the helm of one of the first online greeting card companies, Red Stamp. Founded circa 2005, before Facebook was a regular part of everyone's daily life, the company aimed to be an online “social secretary,” acting as a reminder service along with offering high end occasion cards sent through its website. “Our twist was that for an additional fee, we would hand-write and send cards on behalf of our clients,” says Newkirk.

By focusing on physical cards only, Red Stamp Cards lost its way, explains Newkirk. So the company did a hard pivot (though it still offers paper options for those who prefer it) to serving up e-greetings via mobile. Launched in September, Red Stamp’s app is approaching half a million downloads, testimony to the rising tide of consumers eager to send greetings on the go.

A far cry from texting, these e-messages deliver thoughtful dispatches in a polished format, with the added punch of immediacy. For those sending thank you notes for business, this is particularly powerful because, as Newkirk puts it, “expressed words of gratitude are more important than the paper they’re written on anyway.”

She does recognize that communicating at this pace is fraught with potential pitfalls (ever hit 'reply all' and send something to unintended recipients?) and with that in mind, Newkirk offers Fast Company some pointers on modern etiquette for virtual correspondence, and tips for businesses to get maximum ROI from a note of gratitude.

Just Do It

RIP Whitney Houston

School District Hanky-Panky?

Capt. Spaulding's World: KSHB Story: Continued Kansas City School District Hanky-Panky

The pot reproaches the kettle

Local NDs Give So-So Marks To Nat'l TV News

I need help with number 5

5 Ways to Look More Professional:

Sometimes little things make a big difference. Here are some easy ways to get a competitive edge.

In a world where people and products alike are increasingly seen as replaceable commodities, you can't afford not to seem just a little bit more professional than your competition.

Here are five easy tweaks:

1. Hire a Copy Editor

There's no denying that business communications have become increasingly casual as people more frequently use email, messaging, blogs and so forth. This creates an opportunity, because you can now create an aura of superior professionalism simply by communicating with error-free text ... especially if your competition is winging it.

If you're not capable of writing perfect copy yourself, though, hire a copy editor to go over your most important documents–even emails. It's surprisingly inexpensive. I've had good experiences with PureText, but if they're too busy, it shouldn't be too difficult to locate an alternative.

2. Speak More Clearly

I've interviewed hundreds of top executives, and the most successful (like Larry Ellison and Michael Dell) have well-modulated voices and tend to speak slowly and clearly. The wannabes, on the other hand, talk fast, say "uh ..." or "like ..." in the middle of their sentences or, worst of all, have that annoying little uptick at the end of a sentence that turns it from a statement into a question.

To sound more professional, record your voice when you're talking in person and on the telephone, listen carefully to the playback, become aware of what you're doing, then try again. Repeat until you've learned to slow down and speak more clearly. If necessary, hire a vocal coach.

• Read more: LinkedIn Mistakes: Top 5 Ways to Kill Your Credibility

Ouch. Advice from Inc.com

Firing someone is hard -- but getting fired is always harder. Don't make it worse by putting your foot in your mouth.
Letting an employee go can be a stressful and even painful experience. Possibly that’s why making the firing process as easy as possible—for the boss—is something of a cottage industry.
That’s too bad, because while terminating an employee is hard for you, getting fired is way harder for the employee.
So forget about your feelings. Whenever you have to fire an employee you must protect your business from a legal aspect.
After that, your only goal is to treat the employee as compassionately and respectfully as possible.
Your feelings are irrelevant.
Which is why you should never say any of the following:
1. "Look, this is really hard for me." Who cares if it’s hard for you? The employee certainly doesn’t. Any time you talk about how difficult the situation is for you the employee thinks, "Oh yeah? What about me? How hard do you think this is on me?" If you feel bad—and you will—talk through your feelings later with someone else.
And also never say, “Look, I’m not sure how to say this…” You’re sure what to say. You’re just uncomfortable saying it.
Never even hint that the employee should somehow feel your pain; that’s just selfish. Here's more:

The 10 Worst Things to Say When You Fire Someone:

Trouble in Pinterest Paradise.

Hot New Social Network Pinterest Torn Apart by Marginally Crude Picture [Social Networks]:

Have you all heard of Pinterest? It's the hottest new social network for sharing your favorite cookie recipes and pictures of expensive furniture. But a barely risque post by a Pinterest power user has torn the burgeoning community apart. More »

Groundhog Day

On the way home from work Wednesday, I realized, after ciphering the number in my head and confirming it by counting on my fingers, tomorrow will be the 16th time.

Sixteen times as a news director embarking on a February sweeps period.

It's kind of exciting.  It's the shortest month of the year but sweeps months are always longer than other months, somehow.  It starts with a bang for all NBC stations.  We have the Superbowl!  (Go Giants)  And there are plenty of other big events to draw folks to the  TV set.

CBS has the Grammys.  FOX has American Idol.  ABC has the Academy Awards.

Sweeps Eve?  It does feel like Groundhog Day.  And of course, tomorrow is.

For me professionally, this has been an incredible year of working on the way I communicate.  How do I get out of the death-spiral rut of negativity?  How do I transform myself into a more positive leader?  How do I provide feedback that feels like coaching, not criticism?

I still fail.  Regularly.

In the movie, the Bill Murray character (Phil Connors) is stuck in an endless loop.  I think we all get that way.

If you find yourself in a rut, keep working at it!  And for guidance, check this out:

So how does Phil Connors change in the movie? Ironically, Phil breaks free and changes his life by slowing down. By doing the equivalent of going from fast-forward to pause, he can start to see an accurate image of himself.

It's not easy.  I especially struggle with the slow down part.  There always seems to be so much to do and so little time to do it.

On this, the eve of Groundhog Day, I pledge to let go of my set ways.

And slow down so I can be a better leader.

This series has potential.

Brian Williams on his First Big Break:

Tomorrow we debut the newest mediabistroTV series “My First Big Break” where media bigs tell us about the break that got them on the path to media stardom. In our debut episode, “NBC Nightly News” anchor and managing editor Brian Williams talks about the woman who gave him his first big break and, some other guy who helped along the way.

New Career Opportunities Daily: The best jobs in media.