Observed

Doug Stern's blog about business writing and marketing strategy
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Archive for January, 2010

Welcome, Shadow

January 29, 2010 By: Doug Stern Category: Communication, Customer satisfaction, Legal marketing, Marketing/biz dev, Writing

Carl Jung (1875-1961): "Unfortunately there can be no doubt that man is, on the whole, less good than he imagines himself or wants to be. Everyone carries a shadow, and the less it is embodied in the individual's conscious life, the blacker and denser it is."

I don’t often find myself disagreeing with Seth Godin.  He and I parted ways, however, when he wrote the other day about the amygdala, that pre-rational part of our brains sometimes referred to as the lizard (or reptile) brain.  Seth said, “The amygdala isn’t going away. Your lizard brain is here to stay, and your job is to figure out how to quiet it and ignore it.”

Quiet it, maybe.  Ignore it?  Not a chance.

In fact, I happen to agree with Dr. Jung.  I agree that the parts of me that I hide, repress and deny — the Shadow parts — will have more power over me the more they stay in Shadow.

So, my work is to do my best to stay awake to my amygdala and accept its job description.  The better I do this, the less it runs my life.  The less I act out, fighting or fleeing instead of just being.

Or, as Seth might put it, the more willing I am to ship.

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What I learned in the caddy shack, Part 2

January 25, 2010 By: Doug Stern Category: Customer satisfaction, Legal marketing, Marketing/biz dev

The Sept. 4, 1961, Sports Illustrated reported Anne Quast Decker's first-place finish in the 1961 Women's Amateur Golf Championship...including a rare defeat for Louise Wilson.

I was fortunate to meet a lot of interesting people at Big Spring Country Club back in my caddying days.  Many were the larger-than-life kind of men you’d expect a teenage boy to admire.

And then there was  Mrs. Gaines Wilson, Jr.

Louise Wilson was a legendary golfer in these parts.  She owned the Kentucky amateur championship in the Fifties, winning five times, and captured her sixth title in 1985…just to prove she wasn’t all washed up.  In 1961, she reached the semi-finals of the U.S. Amateur Championship.

In addition to having an amazing swing, Mrs. Wilson was kind and humble.  Genuinely nice to be around. 

She taught me that I could be strong and quiet.  That less really can be more.

Some corporations get this.  For example, I know of a couple law firms that demonstrate Louise Wilson’s quiet excellence. (more…)

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What I learned in the caddy shack, Part 1

January 22, 2010 By: Doug Stern Category: Customer satisfaction

It was a l-o-n-g time ago.  But I remember lessons from my days as a caddy that still serve me…professionally and otherwise.

The back-story is after the jump.

In lieu of flipping burgers or cutting lawns or selling weed, I caddied.  The lessons offered were probably pretty much the same, whatever the venue:

  • Work hard
  • Be nice
  • Have fun
  • Remember that every hill has a down and an up

I also was quick to accept that a golfer’s performance did not really reflect on me or my abilities.  Sure, I enjoyed working for a scratch player more than a duffer.  And, I didn’t take it personally if they used an 8 iron instead of the 9 that I recommended.

Regardless, I learned that my tips and sense of satisfaction depended mostly on doing my very best.  And, after all, it was only golf.

The Jump (more…)

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Too Much Information, Part 1 (The Myth of the Elevator Speech)

January 21, 2010 By: Doug Stern Category: Advertising, Communication, Customer satisfaction

Seth Godin said it really well today.  While Seth’s context was business plans, he was so right when he wrote, “In my experience, data crowds out faith.”  He added, “Relying too much on proof distracts you from the real mission–which is emotional connection.”

I wish I had a nickel for every time a marketing director asked the elevator speech question: “What if someone asks, ‘What do you do?’ and you have 20 seconds to answer? What do you tell them before the doors open and one of you gets off?”

I think, therefore I am (more…)

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The KILLER BEs

January 18, 2010 By: Doug Stern Category: Communication, Editing, Legal marketing, Writing

Here are my three sets of better-writing guidelines:

In a nutshell, they tone down business writing. And, tighten it up…particularly for lawyers.

Remember that you’re not always writing a brief. Converse and empathize. Don’t (always) try to impress.

#1: Be thematic

This is the framework for everything. It’s a discipline that transcends conciseness or clarity. Being thematic demands that every document, paragraph, sentence and word serve a purpose. Find it.

(more…)

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Getting to Wow!

January 18, 2010 By: Doug Stern Category: Customer satisfaction, Marketing/biz dev

I have a big yard with big trees.  Not the best arrangement for someone who dislikes raking leaves.

So, I was pleased to find a dependable fellow willing to handle this chore at a really good price. (more…)

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Paper or plastic?

January 17, 2010 By: Doug Stern Category: Communication, Customer satisfaction, Digital vs. analog

Richard Anderson, chief exec of Delta Airlines, apparently appreciates the power of the pen (and paper).  Take a look at this great Q&A from The New York Times. (more…)

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Will we ever auction famous tweets?

January 16, 2010 By: Doug Stern Category: Customer satisfaction, Digital vs. analog, Writing

From today’s New York Times. An article regarding Sotheby’s auction of rare manuscripts from the James S. Copley Library. (more…)

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Be whole-brained

January 13, 2010 By: Doug Stern Category: Communication, Editing, Writing

Here’s one of the best bits of good-writing advice I’ve ever read…or heard.  She nails it.  While the context is cover letters for job seekers, it applies to just about everything written for business.

The only thing I suggest adding is to consider the visual.  I’m not talking about a cheesy mugshot.  Maybe a picture of an orchid, if you (try to) grow orchids, with an expository caption.  Or some other attention-getting image that arrests the eye and says something about you.  Could be a silhouetted standing pose…maybe with a voice bubble with you saying, “Hey!, look at me.”

When you’re a whole-brained writer, you’re being engaging.  And, when you’re engaging, you’re earning the right to be read.  And, when you do that, you’re improving your chances of reaching your reader and sticking.

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First Impressions, Part 1

January 11, 2010 By: Doug Stern Category: Customer satisfaction, Legal marketing

An interesting post in lawyerist.com recently made the case for being prepared for walk-ins.  The writer says that whether a firm thinks it’s a good idea or a bad one, at least have a sense (or, better yet, a written plan) of what happens when someone just shows up.

If you’re like I am, you’re saying, “When someone just shows up and walks in the front door?  Don’t you mean if?”  (more…)

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