Closed File Teardown

One of the things we’re implimenting this week – after I’ve been anxious about it forever- is a closed file teardown.  We want to make a better company. 

It’s not a given that we do things right every time.  It’s also nothing to get offended about.  We are doing some seriously fantastic work for some seriously fantastic companies.

We have a ways to go to get to where I want to be ops wise, so it makes sense to find some institutional iteration.

At the end of every file we’re going to start with a customer satisfaction survey.  Then we’re going to measure it on some rubrics.  ”What could we have done to save time?”

“What could we do to convey better understanding.”

“How can we improve our process.”

These are the real questions.  This is what we are trying to do to get better with every deal.  The trouble is going to come with listening too much– overcorrecting.  We don’t want to punish all of our future customers because one customer once was a jerk.  One goofy guy isn’t going to make everyone take off their shoes before getting on my airplane.

Reputation

People say that your “reputation” can be destroyed in an instant.  True enough, but highly unlikely. Most of the time when people get caught doing stuff they shouldn’t be it’s because of a long pattern of behavior.  We were supposed to believe that Mark McGuire’s steroids were a one time error, just to treat injuries?  Or that Monica Lewinski was the only one that Bill had ‘relations’ with in his White House years?

Your reputation isn’t screwed when you get the DUI, your reputation is screwed when you self medicate regularly.

Business Plan Reading List

One of the funniest ironies here on my site is that – by far- the most popular post is the Mortgage Loan officer Business Plan.  It sends me thousands of hits a year and I don’t need or want the traffic.  I used to be into business planing to a fault.  That plan would work….but it’s joyless and impossible to follow.  Kind of like a Dave Ramsey book.  Urf

I’d create a plan so airtight my business would never breathe.  Plan after plan as I slid into irrelevancy.  ”This time, it’s different” I’d tell my wife.  Each time, she’d dutifly try to believe, a little chunk of my credibility burned away.

It’s not that planning is bad, it was planning a business I hated that was bad.  I didn’t like my clients, I didn’t like anyone.

I recently started a business plan for Simplifilm.  Because we’re missing opportunities, and I didn’t have any real sense of where our leads were coming from.

Believe it or not, we’ve never written one, and we’re not a tiny business anymore.  Families are fed brecause of the work we do. We just hustled and did what we were supposed to.

What I’m noticing is that we’re wasting opportunities:

  • We undervalue clients and don’t treat them well enough yet.
  • We undervalue SEO and content marketing.
  • We are doing a lot of 1:1 work which doesn’t leverage.
We can certainly grow doing what we’re doing, but the ideas came around the time I started talking about sustainability.  We can’t get “bigger” from here if we blindly add units.  We have to do better.
The plan I make should require 40-50 hours a week.  Not more.  It should be intense, but not unreasonable.  I was led to make it because of the Startup of You.

Reading some books this week (in preparation/completion for Simplifilm’s business plan).  Very mercenary, very utilitarian.

  • The Referral Engine – John Jantsch
  • Duck Tape Marketing – John Jantsch
  • The Startup of You
  • The Power of Unpopular – Erik
  • The Wealthy Freelancer
  • Search Engine Advertising
  • Linkedin and Loving it
  • How To Write Great Copy for the Web
  • Successful Facebook Marketing

I’m sure I’m going to ignore a great deal of what I’m going to learn, but I have to brush up on doing things correctly.

It Goes Without Saying

So much of life goes without saying.

You don’t need to talk (much) about the weather. You don’t need to mention a door hinge that everyone can observe.

When you chatter, you become distracted and less capable of creative, vital thought. You’ve consumed your energy on surface level BS that everyone contends with.  Pretend you get to utter 3,000 words a day.

Is it worth it to talk about the garbage disposal’s rattle to your wife, then to your kids, then to call someone?  No, it probably isn’t.

The day-to-day bullshit is just stuff we have to deal with. It’s not worth feeling an emotional charge over ordinary, routine stuff that can be solved more quickly with deeds than words.

Absurd inputs

Another riff on my sustainability post.  Everything that I’ve done to date has required some sort of absurd, grind-based input.

That’s what a hustler does, and that’s what I am at heart.

A million phone calls? No sweat.

3 dozen blog comments a day? On it, baby.

Thousands of tweets?  I got this.

Read 1000 blogs every day?  You betcha.

.:.

Everything that I’ve ever done has required that I make some type of absurd push.  Life isn’t a sprint, and the best work we can do isn’t done under a gun or with some sort of checklist.

This is why I quit GTD.

Sure, for a time, I can out hustle, out work and out fight everyone, but a lot of the hustle and fight are spent charging the matador’s cape.  I tilt at windmills and brag about how hard I worked.

But the battle we’ve fought is to make what we’re doing into a job.

Making a business that is sustainable means not just creating check lists for things, but making it so you can live, grow and think clearly.  Y

Sustainablity In Everything

Is what we’re doing sustainable?

Meaning this: is the way that you’re addressing a goal going to be possible for the long haul, or does it require inputs that nobody can do?

Is your process robust enough to survive a day – or a week – away, and still make it, or is it so fragile that it requires a million things to be working just so to work correctly?

Does it require extraordinary willpower, unrealistic focus, a religious commitment to a checklist?

I’m not saying that things won’t get hard particularly when you’re building new habits, but if you can’t see doing things about this way for a long stretch, if it’s a “young man’s game,” maybe the process isn’t sustainable.

Maybe it’s not something you can build a platform to do the next thing with.

Stop Stealing Dreams

I’ll say again: Stop Stealing Dreams is the Best thing that Seth Godin has done since at least The Dip, and likely before that.

Go read it, think about it.

http://stopstealingdreams.com

Stop Stealing Dreams

Seth Godin still has the power to surprise me.

I read The Dip and that was my first real awareness of him. I’d seen Permission Marketing, and I’d seen Purple Cow.

It was a book that got me away from 7 Habits and towards GTD. It was a book that set me free to do something other than tell grown ups “This is the Living Room.”

I recently read Stop Stealing Dreams.

I loved it. Because it articulated a particular discomfort I’ve had with schooling.

In 7th grade, we had an English teacher named Mrs. James. She was well intended. She had the great habit of putting inspiring quotes on the board.

She had the poor habit of making 7th graders keep a notebook for these quotes, copy them down each day and turn it in.

It was worth about 10% of our quarterly grade. Maybe more.

I saw this, then, as an obedience test. A compliance test. And I hated that crap, then.

My mom was astonished. “All you had to do was write this down, and you’d get a grade, why can’t you do that.”

…30 years of schooling and they put you on the day shift….

Because I have a soul. And I’m not going to submit and comply. I don’t need their approbation.

I was in 7th grade. So it didn’t come out right, but I knew then that I was right and the compliance test was wrong for me. It wasn’t something that I had the confidence to do and mock like other people did. Grades were serious business. I didn’t want them if they meant that I was going to simply be obedient.

This book speaks to that outrage of my 13 year old self.

This book says why I was right. I saw it at the time. Did I want to be a 7th grade teacher? Did I want those skills?

No.

I got bought off early because I thought I had to get married at about 25, and about a year before I did I started creating the stuff that might attract a mate.

Note to my kids: you needn’t marry in your 20′s. Don’t get/get anyone pregnant, and live a good life.

We are living in many ways in an anachronistic world. There is the old world of shopping malls and of dollar stores. That world is dead and some of it knows it and some of it doesn’t.

Stop Stealing Dreams is a first step in a conversation about how we prepare our children for a future we can’t stop or hold back.

How do we prepare ourselves?        

Blogging and Running a Content Site

I’ve given a ton of thought to what we’re doing at Simplifilm. Because of my deep affection for Clicky, I’ve learned a ton about where our traffic comes from, what it does, and what the best traffic we have can do.

With that said, it turns out that we don’t need to blog, at least not in the manner that we are blogging.

Meaning this: right now, we need to do it occasionally, but our work speaks for itself. We need to showcase more of our work and do less of what we’re doing (which is namely talking about how we came about our style).

Instead of trying to blog the way that I have been, it’s time to create bigger “content” type pieces.

  • How to do a screenflow demo video
  • How to select talent on Voice 123
  • How to write a script.
  • How to muscle through accounts payable
This sort of stuff is fairly timeless, and we’re getting to know what people want. I don’t really care about the “top ten explainer videos of 2012″ or whatever. That sort of thing is commodity crap, that commoditizes.

Describing our process, describing how we get business and the tools we like are the way to go – if we go forward.

However, we haven’t gotten to the point where we are particularly efficient with the rest of the stuff.

People are coming to my site because we do amazing work. They look it up, and that’s that.

Our blog is below mediocre. (It’s my fault – not a reflection of my partner). It’s getting about 30 search hits per day. It’s sort of all over the map.

What we need to do – first – is describe what we’re doing in greater/better detail.

I’m guessing that Simplifilm, looking forward will be our reel and quarterly resource guides.

My CRM is more important than my blog (at the moment).        

Dealing With No

A few months ago – in December, I think, I was shopping payroll services for our company. I had tried the major ones, and was inclined to go with Quickbooks Online. Mostly because I did (and do) view payroll as a fungible good, and a necessary evil. I saw that they all handled filing and taxes. The all had a variety of pricing.

I had to deal with sales reps to answer questions.

First, they all wanted to meet. They couldn’t answer ordinary questions, and the websites buried the information. Since I was biased towards a ‘name brand’ provider, I stayed with it.

Second, the reps kept providing nonanswers to get the conversation going:

“Hi, How much for three people paid twice a month–broad strokes are fine–and how much can I automate.”

“Well, our service price ranges from $29 per pay period to $149 a month. We require you to take control of the process and that’s for your benefit…”

What does that even mean? Does that mean I can’t automate?

Getting a straight answer out of ADP or PayChex is pulling teeth. I managed after several calls- and several reps.

The ADP guy that my bank hooked me up with was the most profoundly bad sales person I ever had. Nothing was a straight answer, even when I became testy.

He called, tried to close for a meeting that I didn’t need. I was looking for a price quote, as I had had the gist of this. Apparently, I needed to prove to him I was serious about payroll before he’d give me answers. He had 11 years experience, so HE was an expert. (In a moment I am not proud of I pointed out the fact that he had been stuck at the same level job for 11 years).

I don’t understand how people are expected to shop for things. Not understand all the details?

Anyway, when he called to follow up I told him I was inclined to go with Quickbooks Online.

Not because Quickbooks is anything great- but I got fairly succinct and straight answers. I trusted the answers because they weren’t trying to spin/sell some version of what I wanted to hear. They wanted me to understand what they were offering. If it wasn’t a fit? Better a non customer than an angry chargeback. Might have just been the rep I got, Quickbooks might be a worse company.

I understood how it all worked. I understand how they would debit taxes, and handle filings. After trying – hard – to get information out of ADP I had no inkling of how that would be handled. I asked a question of the ADP guy and he had “11 years experience.”

On hearing the news, MR ADP basically called me stupid. After the sale, instead of saying “Well, I respect that and wish you well,” he started slamming Quickbooks. “Buddy,” I said, “I gotta hang up, I don’t have time for this, I wish you the best.”

I hung up.

He called back, “I’m just trying to protect you from a mistake, a lot of people have learned that quickbooks isn’t for them because THEY take your taxes out the day of payroll. WE let you pay it quarterly.”

“IF you’d learn the difference you’d make another choice.”

So, I was an idiot for not picking him.

:::

Consider this: About 75% of the time, I get a no when I pitch someone. I’m always fine with this. It’s part of the deal, it’s never personal at all.

What happens often, is that 4-6 months later, many folks come around. I try hard to share good things I encounter and send each of my contacts some communiqué that is personal and valuable once a quarter.

Once, someone was in production with a competitor, not happy with the way it was going, and switched to us.

Had I indulged my need to insult them, to call them a name in a roundabout way, they’re not my customers today.

I follow up – and try to add value even when people don’t like me. It’s not personal, it’s business.

Crutches

We all use crutches of some sort. They aren’t all bad, like a song that pumps you up at the end of a long run, or a notecard to keep your ToDos somewhat organized.

You get the idea.

There comes a point where these shortcuts, kludges or lifehacks hurt us.

Without taking care, these things distort our reality. Living on Earth is a constant battle between optimism and delusion. For me, it takes no time to become delusional. To think that I’m better or smarter than I am. I find it easy to believe that I’ve somehow outhustled the system.

I have taken up running again, for the first time in a decade or so. In about 9 weeks, have gone from not being able to run a 12 minute mile, to running a 5k at about an 8 minute pace.

Go me, right?

Well, sort of. Right now, I’m good at running on the treadmill. I’m not yet good at running on the road, as I proved yesterday. I need to hold on to the faceplate of the treadmill. Not constantly, but steadying myself and knowing I can means that I’m getting better times. (Plus, due to the way the math works, I think it’s likely that I’m a little distorted anyway).

The reality is that I’m not yet that great at running. There are several possible responses to this. First, is to live in delusionland and keep comparing yourself to the treadmill times. Crow and brag about how great you are and pray that you don’t get exposed.

Second would be to despair when you faced reality. “Oh, woe is me, I’m not actually that good at running. I quit.” This is easy and simple succumbing to the resistance.

Third would be to have a little damn perspective. You know? Just to breathe a bit and make it so that you know what’s up with things. I am eventually going to graduate from the treadmill to the road, but I want to lose a little bit of weight before I do. For now, I need to be on the treadmill because the combination of safety, instant feedback and control is coaxing my maximum effort. My 5k time would be about 2 minutes slower, if not more.

I’ll keep giving it this kind of effort and eventually my runs will be less “asterisks” worthy. Eventually my road time will match my treadmill time, and I won’t use all the crutches that the gym offers.

For now, I’ll just be grateful that I got to make the progress I did, and I’ll look forward to more.        

Book Recommendations and Reviews, January/Feb 2012

I’ve read a few books already this year, here are the highlights:

My Bondage and My Freedom: Frederick Douglass. (free) This one is one of those books that I wish I had read years ago. It works on so many levels. First, as a history of America in the mid 19th century, it has details about our country and its working class. Second, as a real depiction of slavery. We read about it in social studies in high school. We see grim pictures of slave ships with people tied to the beds.

We don’t know just how horrific it is on a human, individual level. In the same way that The Diary of Anne Frank taught us that people’s children, families were murdered in Nazi Germany, this depicts the real violence that was slavery. I had never understood it, and even the constant drumbeat of “hey, were YOU whipped? No? Get over it,” had sort of begun to resonate.

But slavery blighted generations, it was a profound horror. It was more than that.

But the most important part of this was Frederick Douglass retained his innocence and sense of wonder. His love for man. He wasn’t bitter and cynical. He was whipped, beaten and worse. And he retained good spirits. He could easily recall how wonderful things were in childhood, and that sense of wonder was easily seen.

He loved his family, and his children. He’s comparatively restrained towards his former masters.

Shadow Ops: Control Point Myke Cole. Years ago, Myke was a roommate of mine at GW He was the first non Midwesterner I ever knew and he seemed to me to be so exotic and fascinating. I keep tabs on people (which is why Facebook is hazardous to me- I had thousands of people, virtually all of whom I knew at one point, and I had to dump people). I saw he was writing a book, so I grabbed a copy.

Turns out he’s written an epic monster of a book that should be the next Harry Potter series if Penguin doesn’t screw up the marketing. I hope that they realize what they have. It’s grounded like Star Wars and it’s got relatable rules. The craftsmanship of the story is on the very highest order.

The book, compared to any fantasy of the type I’ve read is nuanced, and the characters are realistic. Cole’s world has rules that make sense. There are military ideas: Skill beats will and the storytelling is absolutely first class.

I hope for the very best for this thing, and I’m happy to have a friend with what should be movies and more that we get to watch.

The Tiger: A True Story of Vengeance and Survival: John Vaillant. Wow. This was one of the most impressive modern books I’ve ever read. The number of books that you’d have to read and learn to know enough to be able to write this persuasively and fluently is simply staggering. This is a masterpiece of a tale involving perestroika, Amur tigers, poaching, hunting, Siberia revenge and survival. The pacing is masterful, and I’ve ordered everything that John Vaillant has read.

I was telling my kids of all of the shocking things that a tiger can do, and I don’t want to spoil it, but tigers are hunting machines of monstrous proportions.

The Lean Startup- Eric Reis:This is a fantastic book and we’re implementing many lean ideas into Simplifilm. The first thing we began to do was professionalize our website, and the next thing we’re doing is testing more. This is a framework for thinking about testing.

The phrase here that I just loved was “Shame on us for making it easy for you to break something.” That whole ethos is a fantastic way to view the world, and I Kindleized The Toyota Way.

There’s a culture of cowardice and not wanting to rock the boat. A new employee tries something new or different and it doesn’t work. Generally they are shamed from having balls in the future. This idea – that we need to have systems that are robust enough so that one new hire can’t hurt them – should have been beyond obvious.

Story: Substance, Structure and the Style and Principles of Screenwriting- Robert Mckee: I started this book ages ago, started to annotate it and then lost it. I wasn’t kindle-dependent then, as I am now. I was happy when I found it sitting under my bedside table after probably 4 months of disuse. This dissects the formulas of Hollywood type movies, and it teaches how to tell a story that matters. One of the best ideas we have is that understanding the structure enables us to express ideas. Where’s the conflict? Why does it matter? How do we describe it? What are the units (beats, scenes, acts). All of that is useful to construct something. We don’t want to be pedantic about it. There is a lot of jargon in here, but understanding the construction of a story, and the conflict that exists within is useful. Without mastery of this form, though, it seems that it would be easy to get into a paint-by-numbers exercise involving beats and scenes. This book is important enough to be heavily leaned on in Made To Stick.

The Rise of Theodore Roosevelt: Edmund Morris Another one I got from Ryan Holiday’s reading list (go ahead, subscribe, it’s fantastic). It serves to help you understand how America was around the turn of the century. Here was a guy that was both a scholar and an Earnest Hemingway outdoorsman, sportsman and more. This talks about his unlikely journey to the presidency and makes him very alive and real. The vigor of the man is impressive, and it made me want to stop reading and just go make stuff. But, it turns out that TR wasn’t a slouch as scholar, either.

The Flinch: Julien Smith: This is mainly a long blog post made into a Domino book. Seth Godin said it was quite important. It’s fair. It was free at the time I got it, and it’s a short read. The gist is that we flinch too much because we’re afraid of pain we have yet to experience. My beef with it is that it’s commentary without being backed by solid source material. I wasn’t thoroughly convinced that this was all factual stuff. I might have liked this better, had I not just read….

The 50th Law: Robert Greene and 50 CentI blew this book off at first, i’ve never been a giant ‘fiddy’ fan. Compared to the Flinch, it’s a masterpiece. It’s fully accessible, and it’s another “don’t be afraid” book. It’s quite obvious that the world is changing. Being afraid of that isn’t going to help us cope with it, we have to act now, while people are timid. The thing I liked about it was that it used a lot of the persuasion found in Internet Marketing, without trying to ‘sell’ us anything directly.

Confessions of an Advertising Man: David Ogilvy Before I had a kindle, I was snobby about reading in hard copy. I liked a BOOK. Now that I have a kindle, I have avoided books that are not yet on Kindle. This is currently in that category. It’s funny, I think that I read this at first in 2000 or 2001. I found my way back after reading a ton of copywriting books. (Caples, Schwartz, Sugarman etc–I’ll have a copywriting post shortly). The book is largely about salesmanship itself, as opposed to advertising. Ogilvy cut his teeth a door to door salesperson. Part of me wants to sell used cars, just for the experience and hustle of it. People hate you, think they’re about to get hustled, and get hustled anyway. That dynamic is fascinating. I have the same fascination with Amway type network marketing. Maybe I’ll get around to the used car schtick next summer (2013). I don’t think that I’ll ever do the Amway stuff.

Peter The Great: Robert K. Massie: I had started this book in college, and I put it away. I found it cheap somewhere, so I went ahead and got it. It tells a history of Russia that I had to know after I had read The Tiger. I didn’t love it, it was too long by half, and the writing was undisciplined. It was trying too hard to be a novel. I guess this became a mini-series, and was an important book because it was one of the first “novelized” biographies. I found myself skimming long exposition and trying to mine the thing for content and facts. I know a bit more about Peter.

A Consise History Of The Russian Revolution: Richard Pipes: The Tiger (above) got me all curious about Russia, so I returned to this book I had started but never finished. The thing that we have to get is that the course of human history was brutal. Death, scourges, genetic cleansing. Starvation. Rape. Americans are lucky that our wealth has sheltered us from a lot of that. Humans have killed the hell out of each other. This book covers how the Russians did it. Apparently it is controversial, but I’m not qualified to really asses that. We live in times that have – relative to the preceding course of human history – not a lot of that stuff happening. I think of my children, and raising my family in an environment like the US Civil War, or the russian history.

The Culture of Fear: Why Americans are Afraid of the Wrong Things Barry Glassner. My friend Eric Bramlett sent this to me some time ago, and I finally got around to reading it. This would have been a better book if not for the fact that Glassner had a liberal, anti-Fox news agenda. I’m obviously libertarian and I won’t bother hiding my bias. It makes me crazy when the left and right take an idea and try hard to propagandize it. Generally, the right is worse (see: the Drudge Report, Pajamas Media, Rush Limbaugh and Sean Hannity) but this was an echo of Fahrenheit 9/11. The truth is bad. I wished that Fahrenheit 9-11 wasn’t so full of lies because had Michael Moore told the real truth in an accurate fashion, Bush might have been defeated. Instead, all of the enemies of the war were able to discredit the work that Michael Moore did. Lies weaken the case, and the need to tell a story/fit a narrative makes for compromised, undermined writing. This is a book that could have been great, but the Author was trying to do something.

That’s it for me for this month or so. I’ve got great stuff on my list, some business type books and more.

I try to read 6-8 books every month, so that means that I have to be methodical about it. I alternate long and short to keep up. I start my morning by deciding how far I need to get in each book. The time finds itself, the balance comes from when I used to watch TV, play video games or whatever.

Each month, I try to read at least1 biography, 1 cultural classic, 1 business book, 1 fiction book. After that, I just read more, making an effort to keep up and comprehend what I’ve read. Almost every day I read from Meditations for a few moments (generally one of the 12 chapters).

Reading is changing my life more than anything that I’ve ever done, any habit I’ve acquired. I’ve tried them all, affirmations, journaling, meditation, prayer. Reading gets new material mixing with you. You see the best examples from human history, and how hard they worked. You do likewise. You see the sentence structures of powerful, amazing writers, and you think how hard it must have been to get good enough to write that stuff.

The upcoming books: The Autobiography of Malcolm X, The Startup of You, Inside Apple. Search Engine Advertising (Kevin Lee and Catherine Seda) The Power of Un-Popular, I Will Teach You To Be Rich. Maybe the Bialy Pimps if I get to it or need to lighten up.

The Real Truth

Most bloggers chatter. I’m often guilty of the same thing.

Consider this: someone goes and observes something that’s inept or incorrect. Maybe a product isn’t displayed correctly, or someone has a poor experience at Best Buy.

That experience begets a blog post of amped up gravitas:

Now, I can prove WHY Blockbuster Video WAS ALWAYS Doomed!”

Now, I can prove that I’m a better parent than so-and-so because I do _______.”        

It’s done this way because it’s easy. Blockbuster? Doomed? Gee, who would have thunk it?

This chatter clutters blogs. Chokes out real content (it’s especially bad in the marketing and tech spaces). What would be interesting isn’t the opinion. It’s the process.

How they made the decision to not be Netflix, to not go digital. Why they didn’t make what appeared to be an obvious leap the second that Netflix Instant showed up. That’s insight, analysis and reporting I’d love to read.

That some chubby guy from Alberta Canada “told ya so” is boring as hell.

I got out of the spitballing business some time ago. I was discontent the whole time I was in it. I know how to sell stuff, I know how to hustle, but it’s my idea that people either can’t be stopped or they can’t be helped. It’s innate. Most of the popular marketing gurus are just guessing. Wild Ass Guesses.

It’s quick to write how we are all so much smarter than everyone else. What’s hard is work. For money or meaning, they are both way more difficult than pontificating.

The gulf between the unrestrained pontificators and everyone else and everyone else is not much – it’s just five minutes.