Observed

Take a look at Seth’s post from this morning.  Tell me if you agree that vendors and clients live in the binary world Seth seems to describe — where we either use our power to choose or we don’t.

Or, as Seth puts it, we abdicate.

So many things are now completely up to us, more than ever before. Where and how and when we work and invest and interact and instruct and learn…

If you think you have no choice but to do what you do now, you’ve already made a serious error.

It seems to me that passing the buck on this merely because it’s easier than choosing is precisely the wrong strategy. It enables an abdication of power that will be very hard to reverse. It’s up to you, and that’s part of the power that you’ve got.

I get that I have the power to choose.  I also understand that my clients have the same power, authority and ability to choose that I have.

In the best, most satisfying relationships, however, I’ve found that my clients and I share.

I typically, for example, offer my clients options.  I might say, Would you like me to make some recommendations?  Or, perhaps, I might even ask, Would you like for me to choose?

They might say no.  They might say yes.  Whatever they say at any given moment, it’s part of a conversation that reflects the respect we have for ourselves and for one another.

And one that reflects the need to be willing and open to the possibilities of collaboration.

Keeping the door open allows for an engaging and sustainable conversation. When that happens, customers feel valued, leave happy, and are more willing to return.

I read a great post by Seth recently.  It was about the value of keeping the conversation with customers open.

It reminded me of an exchange I had a few weeks back with a customer at the video store where I work part-time.   On particularly busy Friday night, a customer I hadn’t seen in a while came up to my register to rent some movies for her and her kids.

Everything was going smoothly.  I was even able to sell her a candy bundle and agree to spend the extra 5 dollars to renew a month of half-off rentals.

Then, when I totaled the transaction, the system told me that she owed about 20 bucks in late fees from some movies rented months ago.  This is the point of the conversation where I’ve learned to keep the conversation open, making sure I set the expectation that they need to pay their late fees while giving the customer room to negotiate.

So, the conversation went something like this. (more…)

In order to relate better to the marketplace, a law firm Web site ought to do more than brag about the lawyers' credentials. So, instead of looking like a long resume, more and more new or re-written law firm sites now more accurately reflect the reason most people visit them in the first place. In short, they strive to be more relevant.

Law firms have always known that their Web sites were there to provide a sense of assurance to others.  The question has been, What’s the best way to do this?

Until recently, lawyers typically weren’t in the habit of asking clients or prospects what they think or want.  So, the default for content has been what worked for lawyers themselves.  Since they tend to be competitive and impressed with credentials, their sites – especially their bio pages – looked like scorecards.

People come to law firm Web sites for three reasons when they’re looking to hire a lawyer.  This list is based on growing evidence that pinpoints how firms and their lawyers can best instill a sense of confidence in others.

Visitors to law firm Web sites are asking themselves: (more…)

Next time you're stumped in a crossword, put your pencil (or pen) down and walk away. Forget about it. Come back in a few hours or days and you'll be amazed to see solutions where before you were stuck. Same with writing or, perhaps, just about anything else creative.

I rarely do my best writing when I’m trying to do too many things at once.  Or, when I’m too tired.  Plus, I know that the first thing I write is seldom the best I write.  Know what I mean?

Turns out that these observations follow a common thread…and have some science connecting them.

I re-discovered a great story that illustrates this.  Last summer, The New York Times reported about five neuroscientists who spent a week in late May 2010 in a remote area of southern Utah, rafting the San Juan River, camping on the soft banks and hiking the tributary canyons.

It was a primitive trip with a sophisticated goal: to understand how heavy use of digital devices and other technology changes how we think and behave, and how a retreat into nature might reverse those effects.

The five reached a rough consensus, agreeing more or less that heavy exposure to technology and other stimulation leaves less room in our brains for storing and integrating ideas.

So, do what I do.  When I get stuck in a crosswords puzzle, for example, I’m amazed how I can solve clues after I put the paper aside and come back to it way later.  Or, when I look at a draft of whatever I’m writing a day or two later…and often discover all sorts ways to make improvements.

Seth, BTW, may have tapped into something similar when he suggested that you get a fresh set of eyes to challenge whatever you’re writing, building or designing.

But before you click on one more thing, turn off, tune out and take a break.  Your brain (and clients) will thank you.

Seth suggests asking yourself this before hitting Send: Am I "taking advantage of the asymmetrical nature of email--free to send, expensive investment of time to read or delete?"

Of Seth’s 36 Questions To Ask Before You Send An E-mail, my favorite was Number 32:

If this is a press release, am I really sure that the recipient is going to be delighted to get it? Or am I taking advantage of the asymmetrical nature of email–free to send, expensive investment of time to read or delete?

Of course, this applies to IMs, Twitter and other digital platforms, yes?

Not that this would have done Anthony Weiner much good.  After all, making a stupid choice doesn’t make him stupid, does it?

Yet, too many of us (me included) would be smart to slow down, read the rest of Seth’s list and consider the following in addition:

1. How important is this relationship?
2. What does this client prefer?
3. How much is it worth to stand out?
4. Is it really either/or?
5. Is anybody there?

"O envy! envy! thou gnawing worm of virtue, and spring of infinite mischiefs! there is no other vice, my Sancho, but pleads some pleasure in its excuse; but envy is always attended by disgust, rancour, and distracting rage." -- Miguel de Cervantes, Don Quixote, Part II, Chapter 8.

In the last couple of days, both Seth and The New York Times have taken a look at the connection between on-line technology and envy.  It’s not clear who coined it, but the Times uses an acronym to describe the way Facebook, Twitter and the like have tormented those of us stalking a better offer — FOMO…or, Fear of Missing Out.

Of course, there’s nothing new under the sun.  It’s been ages since Envy was added to the Seven Deadly Sins list.  The ancient Greeks invented Zelos (god of envy and the root for the word zeal), and Cervantes wrote Don Quixote around the end of the 16th Century.

So, I’m reluctant to further demonize our gadgets and apps and how they abet our addiction to connectivity and the inevitable quest for something other than what we have.  Technology is, after all, partly a solution in search of a problem.

In a way, we set ourselves up.  When we open a Twitter account or create a Facebook page, aren’t we giving some part of ourselves permission to act on whatever innate urge might reside in us to compare our lives to the lives of others…and, perhaps, to despair?

A buddy of mine said it really well when he called out Facebook years ago.  He called it invited voyeurism.

So, really.  Who are we kidding?

"Another virtue is simplicity. Typewriters are good at only one thing: putting words on paper. 'If I’m on a computer, there’s no way I can concentrate on just writing,' said Jon Roth, 23, a journalist who is writing a book on typewriters. 'I’ll be checking my e-mail, my Twitter.' When he uses a typewriter, Mr. Roth said: 'I can sit down and I know I’m writing. It sounds like I’m writing.'” -- The New York Times, March 31, 2011

“It’s about permanence, not being able to hit delete,” he explained. “You have to have some conviction in your thoughts. And that’s my whole philosophy of typewriters.”

That’s what Louis Smith, a 28-year-old hipster from Brooklyn had to say about laying out 150 bucks for a refurbished typewriter that was nearly twice his age.

He and others are [re-]discovering the beauties of keys, ink and paper, according to an article in this morning’s New York Times.  About how having something to touch affects humans in ways that the abstract or digital cannot. (more…)

Dans ses écrits, un sàge Italien Dit que le mieux est l'ennemi du bien. Or, "In his writings, a wise Italian says that the best is the enemy of the good."

Seth reminded me this morning of Voltaire’s awesome aphorism:

The perfect is the enemy of the good.

Blasted perfectionism!

People in Louisville have been making and shipping things since long before Henry Ford started making trucks, tractors and cars in my hometown early last century. Maybe shipping is in my blood.

Seth shared a great post this morning about his year and what he shipped in 2010.  Here’s my baker’s dozen:

1. Web content for Connecticut legal boutique
2. Web content for Boston law firm
3. Web content for Michigan law firm
4. Web content for California law firm
5. Web content for New Hampshire trust managers (more…)

Seth’s blog this morning offered another take on the notion of Demand Trigger.  Interesting.