Lessons from a Muddy Lettuce

Lettuce Laundrette

I had a chuckle when I received a veg box from Abel & Cole last week. Among the onions, carrots and cabbage was a white card, about the size of a business card. Sometimes they add a card to tell you they've added a free lemon or mince pie so I read it with interest. Here it is:

I wondered what could have prompted the note and concluded that someone had probably complained about their lettuce being a bit muddy in the past.

What kind of person would complain about a muddy lettuce? Lettuces grow in the ground, right? Surely is a bit of mud is only to be expected on real food that has pushed through real earth, been warmed by real sun and watered by real water?

Choose Option 4

It made me wonder what had happened in the Abel & Cole workplace as the complaint was received. Did they laugh? Shake their heads in disbelief? Feel outraged (as I did) about the unreasonableness of people? Whatever they did behind closed doors, they moved swiftly to action.
In my experience, there are four reactions to feedback:

1. Ignore and hope everyone else forgets about it
2. Deny, deflect, defend and then destroy all evidence of it
3. Ingest it, focus on the worst bits, worry about it. Then follow steps 1 & 2
4. Take it, own it, do something about it

Abel & Cole chose option 4. This, among other reasons, is why they are one of my role model businesses* (see more on this soon!)

So what?

It can feel uncomfortable or even insulting when someone criticises our business, our department or our service. We can take things personally and react with emotion (options 1, 2 and 3 above).

Perhaps you’ve found yourself turning it back on the complainant? This is just one person in 100 or 1000, who cares? They are being overly nit picky and unreasonable.

Once our emotional reaction has subsided, it's time to look for the nugget of truth that will improve your business (option 4).

One truth is that this customer, client or partner expected more from you. So ask yourself:

• Which personal values were being triggered in my emotional reaction to this feedback? 
• What did this person expect that was not satisfied? (ignoring whether that expectation was realistic) 
• What would my business look like if I delivered this expectation every time? 
• What immediate action honours my personal values? 
• What action will mititgate against this feedback in future? 

Nuggets of Truth (Or the Mud on Your Lettuce)

Those nuggets of truth could stop complaints in the future. They could even be what sets you apart from your competitors and brings you even greater happiness and success.

As Bill Gates said, "Your most unhappy customers are your greatest source of learning."

I’d love to hear your customer feedback stories!

*and to make it even better, they sent me a copy of the note within 24 hours of my email request so I could use it here! Top banana!

I Should Be So Lucky!

My 10 year old son is convinced he is unlucky. The evidence he uses to make this assertion ranges from his team not winning their football tournament to his choice of meal at a restaurant with all sorts of other "facts" in between.

"So, if you're unlucky, how come you got the trophy at the sports camp?" I countered.  
"That wasn't luck, that was skill."
"And when you got recognised for your guitar playing? "Skill." 
"And when you had that delicious ice cream?" "Skill - I chose the best flavour"

Hmm.  Being unlucky accounts for the "bad" stuff that happens but the "good" stuff is down to skill?

We do this as adults too. Why didn't I complete that action on my list?  Because x/y/z came up and that had to take priority.  Notice, "I" doesn't feature in the reason. This "thing" came up and "it" had priority - nothing to do with me!

Let's be honest, I CHOSE not to do that action.  I chose to prioritise something else (anything else - I am a master of procrastination).  It was entirely my decision.  

We're great at coming up with reasons and excuses for why things are the way we are and why we do, or don't do stuff. But that's all they are, excuses.  An excuse helps us pretend that we didn't have a choice and it wasn't our fault.  

There is always choice. In fact, there are many choices. Perhaps the impact of one those choices is unpalatable but it is a choice none-the-less.

Our hesitation in owning our choices often relates to the way we assess them - right and wrong, good and bad.  "I want to make the right choice."  Right according to whom?

In reality, the only person who can decide whether it is the "right" choice is you.  How you weigh up the options and make your decision may depend on a few things (see my previous blog post) but the key elements to hold on to are whether your choice honours your values.  If it does, you're on strong ground.

So when you find yourself looking to others, "things" or "life" for reasons (excuses) as to why you haven't changed something, ask yourself these questions:

• what are my choices? (be honest and think laterally)
• which choices relate closest to my values?

And remember, doing nothing can be a conscious choice too!

And as for my "unlucky" 10 year old? Perhaps a bit of work on getting comfortable with not being skillful at everything.  Wish me luck!

Tough day at the office?

I loved watching the Watermen on BBC2 last Tuesday evening for two reasons. Firstly, it made me remember my 14 years in the water industry - the issues, the sites, the smells, the people.  Secondly, it was wonderful to see so many people who genuinely enjoyed their jobs.  Jobs that, for most people, would probably feature pretty low down the list of dream careers. (I won't go in to details - if you saw the programme, you know, if you didn't, I'm sure you can imagine!)

So what makes someone love their job when the job description is so unappealing?  It's probably not the money, although some are fairly well paid.  For one employee, it was the team he worked with.  For another, it was being outside.  I got the sense that quite a few liked doing a job that very few people know (or care) anything about but which is absolutely essential.

These individuals recognised what they loved about their jobs.  They had identified what was important to them (a value) and could see how their job fulfilled that value.

So what?

If you're not enjoying what you do right now, irrespective of the seniority, the pay, the swanky office or job title, try this:

Write two lists.  One list is what you love* about your job.  The other list is what you like least about it.

Write the lists swiftly and instinctively, not spending too long over each item.

• What are the common factors within each list?
• What links the two lists? (e.g. is one the opposite of the other?)
• Which list is longer?
• If you could create a role that only contained the best bits of your job, what would it look like?
• What can you do immediately to do more of the bits you enjoy?

What next?

This exercise gives you a hint of what's important to you and how much you're getting (or not) from your current role. Being specific about what you like and dislike is useful information and is the beginning of a decision.  A decision about what to change and how.

If you'd like to know more about identifying values, making decisions and loving your work, get in touch.

Best wishes,

Stephanie

www.stephaniesmithcoaching.co.uk 

* I know, love is a strong word. If that's a blocker, change it to "like most" or just "like". If you really can't think of a single thing you like about your current job, that's significant information in itself!

The Value of Failure

Generally, we don't set out to fail at things.  Motivation often comes from the thoughts and images of what could be and we turn that in to actions that take us closer to it.  Increasingly we encourage our children to "think positive" and to embrace the idea that they can be anything they want to be.

What happens when we fail?  

Failure, at some point in our lives is inevitable.  On some level, things will not work out exactly the way we had in mind.  And our reaction when it happens is very important.

At an early age, I enjoyed school.  I was pretty smart and did well in tests.  I quickly became used to being at or near the top of the class.  When I didn't score quite so high, the attention was uncomfortable.

"I can't believe I got more than YOU in that test!"  My reaction was to withdraw and to stop trying.  My (subconcious) theory was that if I didn't try then I wouldn't really have failed.

Typically there are three reactions to failure:

• Withdrawal - if I don't try/compete/take this risk then I can't fail (fear of failure)
• Single-minded determination - I will do whatever it takes to succeed next time (still fear of failure) 
• Growth - I've learned something new so what will I do with this knowledge? (focus on change and choice)

Our own reaction says a great deal about our likelihood of success in the future.  

I was astonished when I heard that the top Baseball players in the USA only successfully hit the ball around one third of the time.  So, 2 out of 3 balls pitched to them will either be caught or missed entirely meaning they will be making that long walk back, in front of hundreds of thousands of people.  And that player will have to do that again and again and again.  Their ability to absorb this "failure" and to use it to improve their game determines their success in the sport.

Discovering your failure muscle

Forward thinking companies and educators are coming to realise the importance of getting comfortable with failure. Encouraging students or start up companies to take risks and to experience failure is almost like exercising a new muscle. It can feel a bit sore at first but soon you feel stronger and better for it.  This is also know as resilience.  The ability to deal with anything that comes your way.  To be able to fail and feel upset or frustrated and to know that, in a day or so, you'll be thinking about what happened and considering your options for what's next.

So, if you recognise yourself in either of the first two categories, consider what you could see by looking at failure through the eyes of a baseball player.

• What would be different?  
• What opportunities are available to you?
• What decisions would you make now that you've been delaying? 

And when my fear of failure tried to make an appearance?

To discuss your reaction to failure or for a conversation about how coaching can help you, please get in touch: steph@stephaniesmithcoaching.co.uk or visit my website www.stephaniesmithcoaching.co.uk

Ever Felt Stuck? Rediscover The Power of Choice.

Several years ago, I was discussing my day with my husband.  It had been a tough one.  Again.

Usually he took the role of "listening wall" - be there, absorb, don't flinch - except this time he stopped me part way through my tale and offered me this:

"You can choose your emotional response to what's happening. You are choosing to be unhappy about it.  Why not choose a different response?"

I didn't take this too well.  Choose my response? What choice did I have? This was my job.  It was my livelihood. I was expected to just get on with it wasn't I?  I felt "stuck" with my lot and quite powerless to change it.

The thing is, he was spot on.  I had been so busy blaming other things - my director, the company culture, the unfairness of the whole situation - I had forgotten that I had a choice.  In fact, a number of choices.  Some may have been unpalatable (just quit), some may have been scary (plan to leave) and some were plain wild (quit, sell the house and travel around the world) but they were available to me.

No longer the victim of circumstance, I was back in charge of my own life.  Phew!

Feeling "stuck" is not pleasant.  It's uncomfortable, smothering, claustrophobic even.  Sometimes we confuse being "stuck" with feeling secure.  Do you find yourself saying "I have a job, I should be happy/grateful"? Notice the "should"?  That's a red flag word.  So, if you think you might be stuck, here are four tips to get back in charge of your choices.

1. Acknowledge you DO have choices.

Thinking about, writing down or speaking about choices does NOT mean you are making that choice.  We too often shut down the possibilities available to us because we fear that thinking about them will cause trouble:
We catastrophise: I don't dare to think about leaving my job because I might then lose my house, wife, family.
We molly coddle:  I don't dare to think about having a job that I love which pays me a great salary because I might be disappointed
We presume: I don't dare think about moving to somewhere else because my wife/children/parents will hate it
These are all excuses. Allow yourself to imagine, to think, to create.  Sometimes the most enlightening ideas come from a seemingly "impossible" choice.

2. Recognise HOW you make choices.

Typically we either Think, Feel or Know when we make choices.  Thinkers lead with logic, practicality and facts.  Feelers will often ask others opinions, be led by emotions, will create stories or images about the potential outcomes.  Knowers will decide fairly quickly and independently, without always being able to explain why they've made that choice.
Naturally, we don't use just one of these approaches.  In fact, it is really powerful to harness all three.  To recognise how you make choices, think back to the best decision you've ever made.  What brought you to that decision?
Having trouble making a decision? Perhaps you're ignoring what your lead factor is telling you?  For instance, we often turn to our Think factor if our instinct (Know) is saying something scary!

3. Make POWERFUL choices

Our values are a core part of who we are and what makes us happy.  When faced with a choice, your values will make the answers much clearer and simpler.  Your choice will either be true to one or more of your values or will ignore them/go against them.
If you're not sure of your values, answer this "Success in my life means......." and then for each part of your response follow up with "Which means that...." until you get to the source of what is most important to you.  NB this will not be money or time.  Dig past that to get to the real stuff.

4. Choice = change

Change is inevitable.  Even if you stay as still as you can, everything around you is changing all the time.  And you can't control it all, no matter how hard you try.  Every choice comes with a risk.  The "what if...." factor.  And that's OK.  Don't be afraid of the "What if".  Just as in point 1. thinking about it doesn't make it happen.  Work it through.  Think about what you would do "if" your choice didn't work out the way you wanted it to.  What could you do now to mitigate it or minimise the impact?

And if, after all that, you don't change anything, that's OK too.  Choosing NOT to do something is still a choice and by making that choice, you have started a change in and around you.

My favourite saying when I'm deliberating choices is "Feel the Fear and Do It Anyway" from Susan Jeffers book of the same name.  I've never read the book.  For me, the title is enough to jolt me out of my procrastination.

If you'd like to know more about how you can make powerful choices, contact me to arrange a chemistry call.

www.stephaniesmithcoaching.co.uk 

Returning From Maternity - The Ebb & Flow of Mother's Guilt

When I had my first child, the comment that stood out from all the helpful and not-so-helpful advice proffered by friends and family was this:

"You are and will always be an amazing mother and you will always do the best you can with what you've got.  And whatever you do, you will always feel guilty."

I was reminded about this nugget as I read the article "Managing the guilt of returning to work" by Louisa Symington-Mills in The Guardian this week.

Reading it back now, the comment sounds quite dark but, at the time, it gave me so much relief. I was allowed to feel guilty. It was normal.

What it didn't say was what I was going to feel guilty about.  Louisa expresses the guilt of leaving her "tiny, dependent son".  For me, it was the guilt of wanting to go back to work.  I imagine that for others the guilt is something else again.

So what is guilt?

Guilt is an emotion.  And emotions, according to cognitive theory, are driven by our thoughts.  The emotion of guilt is typically driven by the thought that we are responsible for someone else's misfortune.
It feels important here to note that our thoughts are not facts.  It is enough just to think we're responsible in order to feel the guilt associated with it.

What can I do about it?

That this emotion is linked to how we think is useful because it gives us something to work with.  If we can change our thoughts, we can change our emotions.

This doesn't mean ignoring or pretending.  And it doesn't really mean looking at what you feel guilty about (e.g. leaving your child/wanting to work).

It means looking objectively at our thoughts and testing them out; essentially challenging our version of "the truth".

How? 

If you are noticing feelings of guilt related to being a mother, try these two questions:

1. What evidence do I have that this is a fact?
2. What is another view point I have not considered? 

In my case, the un-packing of my guilt went something like this:

I feel guilty because I want to go to work. 
My thoughts about my children: I think my children will be unhappy and emotionally harmed if I leave them with someone else.
What I'm really thinking: I'm a bad mother 
I feel guilty because I want a break.
My thoughts about my children: I am unable to give my child all the energy and enthusiasm he needs.
What I'm really thinking: I'm a bad mother
I feel guilty because I don't enjoy being at home.
My thoughts about my children: I can't provide the perfect environment for my children.
What I'm really thinking: I'm failing as a woman.

So, I am a bad mother and failure as a woman!  It sounds almost preposterous now and yet, thinking back, I can still feel the powerful emotion of that time when it felt very very real.

By working through my thoughts objectively, I was able to see that the evidence I had in front of me did not support my thoughts.  For every negative thought, there were other, different perspectives.  It didn't rid me of my guilt completely but I was able to turn it down and balance it with the positives that I started to recognise.

So what happens next?

I still feel guilty sometimes. I do think it goes with the territory.  But when it does rear its head, I remember the most important part of the shared wisdom from the past and I remind myself that I'm doing the best I can and that is always good enough.

If you would like to work with me to conquer mother's guilt then do get in touch.
steph@stephaniesmithcoaching.co.uk

Success and Happiness - Which Comes First?

A friend emailed me a great article this week. The Happiness Advantage by Shawn Achor considered the motivational factors of happiness and success and whether one ultimately drove the other.

The report proposed that happiness is a precursor to success.  Because success is relative, as soon as we get close to the "target" it loses its value so we set a new, tougher challenge without feeling the benefit of achievement.

Sound familiar?

Most of us have been conditioned since birth to respond to a reward mechanism that works on the basis of "if you do x, you'll get y".  Whether it's good behaviour leading to a sweet treat or taking on "special projects" on top of your day job to secure a bonus payment or promotion, we are taught that achievement will give us positive results.

So where does how we feel about what we're doing come in to the equation? It saddens me when I hear someone say "Work's work isn't it. You're not supposed to enjoy it."  Really? Says who?  Show me the rule that says we're not supposed to enjoy what we do for at least 40% of our waking hours! I choose not to buy in to that myth.

And I'm not talking about superficial perma-smiles or some lofty "head in the air" kind of happiness either.
The Happiness Advantage author Shawn Achor says that the greatest competitive advantage in the modern economy is a positive and engaged brain.  That is genuine, floating-my-boat, even the bad days are good, happiness. And he goes on the suggest that your brain actually works better when you are happy!

Not sure how? Start with these questions and get in touch if you want to know more.

• What does happiness mean to me?
• What activities in life make me happy?
• What is the best bit about my job now? What would it be like to do that bit all the time?
• What impact does my level of happiness have on those around me?
• Who is the happiest person I know and what do I tell myself about them? 
• What do my thoughts about them tell me about how I feel about being happy?

Let me know your thoughts on how you relate happiness and success and how they work for you!

Stephanie
www.stephaniesmithcoaching.co.uk

p.s. credit to http://fernandocadena.com/tag/happiness/ for the picture!