Delivering Happiness: A Path to Profits, Passion, and Purpose by Tony Hsieh

Friday, August 20, 2010

Neverwhere: A Novel

±1±: Now is the time Neverwhere: A Novel Order Today!

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Aug 21, 2010 00:57:04

Richard Mayhew is a young man with a good heart and an ordinarylife, which is changed forever when he stops to help a girl he finds bleeding on a London sidewalk. His small act of kindness propels him into a world he never dreamed existed. There are people who fall through the cracks, and Richard has become one of them. And he must learn to survive in this city of shadows and darkness, monsters and saints, murderers and angels, if he is ever to return to the London that he knew.

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±1±: Best Buy Neverwhere is my favorite book! It's a dark, gothic urban fantasy that takes place in London Underground. While the characters are eccentric and unique, you will find no vampires, weres or faeries in this novel. Instead, Gaiman's fantastical world is a reflection of reality - an alternate reality.

Richard is a young businessman leading a normal existence. On his way to dinner with his fiancé one evening, he stops to rescue a young women who is lying on the sidewalk, bleeding. He takes the girl named Door back to his apartment. The next day, she has fully recovered and asks him to find someone name the Marquis de Carabas. She needs this person to aid her in escaping some of the most evil, vile characters I've ever encountered in fiction - Croup and Vandemar. Once Richard returns to his apartment with the Marquis, the Marquis and Door both vanish immediately.

Richard soon learns that his interactions with these strange people have literally turned him invisible to the world. He loses his job, his apartment, no one recognizes him anymore. He has now become a part of London Below. People who "slip through the cracks" takes on an entirely new meaning in this novel.

Richard sets out to find Door in London Below so he can get his life back. Along the way, he meets Rat Speakers, crosses a dark and mysterious underground bridge that has the tendency to gobble people up as they cross, and finds a Floating Market under Harrods, of all places. He discovers that Lady Door is someone of nobility in this underworld, and she is on a mission to discover the people behind her family's demise. At this point, Richard has no other option but to join her in the quest to bring down the malevolence that is out to destroy this world.

The series of events in this book are intense, grim and treacherous. Richard is quite unremarkable and about as normal as one can be, but he grows on you. His desire to get back to his normal existence in London Above is his main motivation to continue on this insane ride, but the more involved he comes with London Below, the more his chances to leave it diminish. Door is a fantastic character who is way more than she seems.

The descriptions of these areas and people are very visual and detailed. Gaiman's writing is engaging, simplistic and full of wonderful expression. He has a sense of humor when breathing life into his characters. For example, Croup and Vandemar are like Tweedle Dee and Tweedle Dum, but cruel and inhumane. They are vile and enjoy bringing pain and death, yet they speak as though they have been raised by the Queen herself. They are extremely eloquent, which is in contrast to their despicable personalities. It's odd and funny. Also, the entire cast of eccentric and odd-ball characters are accepted for who they are in London Below. They can be themselves without being shunned by society. It kinda makes you wonder which reality is better...

When I recently visited London for the first time, it was so great to see all the landmarks talked about in this book. The names of tube stations were especially fun for me because of their use in the book. The Earl of Earl's Court is quite a character in the book, and runs his court on an abandoned Tube train that has its own schedule and route. I wanted to take a picture in front of the Earl's Court Tube sign, but it never happened. That scene is one of my favorites. The Black Friar monks are housed in Blackfriars and Islington is an Angel, an important character in the story.

Neverwhere was actually an urban fantasy TV mini-series in the mid 1990s that aired on BBC. I've watched some of the series through Netflix and it so hokey and ridiculous! But, Gaiman decided to put the TV series into book form, and it is gloriously awesome. It's very much an Alice in Wonderland-esque story, which is probably why I was drawn to it. Alice is my favorite Children's book! In short, Gaiman is a wonderful storyteller, and this story is sure to keep your interest until the very end. This book receives every star I own. on Sale!

Friday, August 6, 2010

Linchpin: Are You Indispensable?

±1±: Now is the time Linchpin: Are You Indispensable? Order Today!

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"The only way to get what you're worth is to stand out, to exert emotional labor, to be seen as indispensable, and to produce interactions that organizations and people care deeply about."

In bestsellers such as Purple Cow and Tribes, Seth Godin taught readers how to make remarkable products and spread powerful ideas. But this book is different. It's about you - your choices, your future, and your potential to make a huge difference in whatever field you choose.

There used to be two teams in every workplace: management and labor. Now there's a third team, the linchpins. These people invent, lead (regardless of title), connect others, make things happen, and create order out of chaos. They figure out what to do when there's no rule book. They delight and challenge their customers and peers. They love their work, pour their best selves into it, and turn each day into a kind of art.

Linchpins are the essential building blocks of great organizations. Like the small piece of hardware that keeps a wheel from falling off its axle, they may not be famous but they're indispensable. And in today's world, they get the best jobs and the most freedom.

Have you ever found a shortcut that others missed? Seen a new way to resolve a conflict? Made a connection with someone others couldn't reach? Even once? Then you have what it takes to become indispensable, by overcoming the resistance that holds people back. Linchpin will show you how to join the likes of...

*Keith Johnson, who scours flea markets across the country to fill Anthropologie stores with unique pieces.
*Marissa Mayer, who keeps Google focused on the things that really matter.
*Jason Zimdars, a graphic designer who got his dream job at 37signals without a résumé.
*David, who works at Dean and Deluca coffeeshop in New York. He sees every customer interaction as a chance to give a gift and is cherished in return.

As Godin writes, "Every day I meet people who have so much to give but have been bullied enough or frightened enough to hold it back. It's time to stop complying with the system and draw your own map. You have brilliance in you, your contribution is essential, and the art you create is precious. Only you can do it, and you must."

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±1±: Best Buy Linchpin by Seth Godin

"Self marketing might be the most important kind. What story do you tell yourself about yourself?" Seth Godin

Anne McCrossan, a in her review of Linchpin on Grodin's site Squidoo [...], said that Seth had commented that our depressed economy may someday be seen as an under appreciated chapter in history in the same way that until recently historians thought the Dark Ages were just dark and not a preparation for the Renaissance that was to follow.

Anne also noted that digital transparency is making personal reputation more important than corporate reputation. In addition technical self-sufficiency; computers and other technology can be powerful tools when combined with our ability to overcome fear and access our inherent creativity. Workers whether solo or corporate can seize the power and stand out from the crowd of individuals looking for certainty in these challenging times.

How to cultivate these qualities? Seth Godin employs neuroscience, social marketing, eastern philosophy, psychology and social theory to empower and support the artist (in the broadest sense of the term) in all of us.
But first we need to be clear on exactly what we are working with.

The chapter called The Resistance, starting on page 101 details that, it was powerful for me.
The Resistance, recounts a story about a woman with severe short-term memory loss starring the Amygdala.

Quote from Linchpin--
"Each day she would visit her doctor. He would shake her hand, reintroduce himself, and they would start over. One day, in a fairly unethical experiment, he put a thumbtack in his hand. When they shook hands she was pinched. It hurt. He explained to her what he had done, and of course, an hour later she had forgotten about it.

The next day, though when the doctor extended his hand, she flinched. How did she know about the thumbtack? Her short term memory was clearly gone. She wasn't faking. And yet, she remembered enough to avoid the pain.

This was her amygdala at work. It has it's own memory, it's own survival system in place. The lizard brain stands by, jumping into action whenever basic survival needs are at stake. And when it is aroused, the other part of our brains stand little chance, particularly if we haven't trained for these events.

And so, the conflict. The conflict between what feels good now and what we ought to do. This explains how someone with throat cancer can persist in smoking, or how an obese person who clearly knows better can persist in eating "just one more doughnut." In the face of greed or fear from the amygdala, an untrained person surrenders".

Fear comes up for all of us often at the expense of logic, talent and potential. Seth Godin goes to great lengths in Linchpin to help us zero in on how these phenomena are at work in our lives and what we can do to make a dent in the situation.

Attributes of the lizard brain listed in the book:

"The Lizard Brain on top of your spine fighting for survival...
"Wants to eat and be safe...
"Will fight to the death if it has to...
"Would rather run away...
"Likes a vendetta...
"Has no trouble getting angry...
"Cares what everyone thinks...
"Believes that status in the tribe is essential to survival...

Shenpa*
Here is the definition of the term Shenpa, used by Godin to describe phenomena produced by the Amygdala.

*A t term discussed in "Don't Bite the Hook: Finding Freedom from Anger, Resentment, and Other Destructive Emotions, by Pema Chodron
[...]

Here is an everyday example of shenpa. Somebody says a mean word to you and then something in you tightens-- that's the shenpa. Then it starts to spiral into low self-esteem, or blaming them, or anger at them, denigrating yourself. And maybe if you have strong addictions, you just go right for your addiction to cover over the bad feeling that arose when that person said that mean word to you. This is a mean word that gets you, hooks you. Another mean word may not affect you but we're talking about where it touches that sore place-- that's a shenpa. Someone criticizes you--they criticize your work, they criticize your appearance, they criticize your child-- and, shenpa: almost co-arising.

Having our ego bruised is familiar to us all. Why do we go over and over it and over it? The amygdyla, our fight or flight mechanism has been triggered.

Some quotes from Linchpin that I find helpful

"Nip it in the bud. If you cant teach the world a lesson, accept it. Don't get attached to a different outcome, sit with the anxiety".

"If you boss has some critical comments for you say `Thanks for the feedback', and repeat the feedback to him in your own words. It only takes 3 seconds and you avoided an hour of pain".

"The quiet strength it takes to withstand the urge to flee builds confidence in those around you".

Seth Godin sat in a meeting with the itch and the squirming for two days. "The "resistance" (another name for the lizard brain) realized he wasn't going to change his position".

"Never let the lizard send an email".

"Accept that human beings are difficult to change. Embrace the uniqueness that everyone brings to the table".

"Perhaps it's not your job to change what can't be changed".

"Particularly if working on that change harms you and your goals in the process".

"Attachment to outcome blinds one to the available choices".

"What's scarce is a desire to accept what is and then work to change it for the better, not deny that it exists".

"Art, generosity and brave action are in demand."

"Do your art only for people you like, people you enjoy."

"A gift is a signal of surplus."

"Giving a gift with no expectation of reciprocal implies abundance. The power lies in the creation of abundance."

"Generous artists aren't easily replaceable".

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Thursday, July 22, 2010

Customers For Life: How To Turn That One-Time Buyer Into a Lifetime Customer

±1±: Now is the time Customers For Life: How To Turn That One-Time Buyer Into a Lifetime Customer Order Today!

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Date Created :
Jul 23, 2010 01:57:18

In this completely revised and updated edition of the customer service classic (more than 600,000 copies sold), Carl Sewell enhances his time-tested advice with fresh ideas and new examples and explains how the groundbreaking “Ten Commandments of Customer Service” apply to today’s world.

Drawing on his incredible success in transforming his Dallas Cadillac dealership into the second largest in America, Carl Sewell revealed the secret of getting customers to return again and again in the original Customers for Life. A lively, down-to-earth narrative, it set the standard for customer service excellence and became a perennial bestseller. Building on that solid foundation, this expanded edition features five completely new chapters, as well as significant additions to the original material, based on the lessons Sewell has learned over the last ten years.

Sewell focuses on the expectations and demands of contemporary consumers and employees, showing that businesses can remain committed to quality service in the fast-paced new millennium by sticking to his time-proven approach: Figure out what customers want and make sure they get it. His “Ten Commandants” provide the essential guidelines, including:

• Underpromise, overdeliver: Never disappoint your customers by charging them more than they planned. Always beat your
estimate or throw in an extra service free of charge

• No complaints? Something’s wrong: If you never ask your customers what else they want, how are you going to give it to them?

• Measure everything: Telling your employees to do their best won’t work if you don’t know how they can improve

• Borrow, borrow, borrow: Sewell, for example, learned about hospitality from Japanese culture, cleanliness from Disney, and
politeness from his mother.

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±1±: Best Buy Focusing on the customer allows an organization to begin thinking of customers as part of the "production line." When the organization's goal becomes one of delighting the customer, they find ways to make sure customer requirements are identified and understood. Quality begins and ends with the customer. Some organizations find ways to place the focus on almost everything except the customer.
In his book, Customers for Life, Carl Sewell shares his no-nonsense approach to delighting the customer. Here are just a few quotes from the book:
* The customer will tell you how to provide good service.
* Don't guess what they want, make it easy for them to tell you.
* If the customer asks, the answer is always yes.
* Help your customer.
* Under-promise, over-deliver.
* Being nice to people is just 20% of providing good customer service. The important part is designing systems that allow you to do the job right the first time.
* All the smiles in the world aren't going to help if your product or service is not what the customer wants.
* Keep asking yourself, "What can go wrong?" Then take action to prevent it.
* When work comes back, fix it immediately, then find out why.
* Let your employees take care of their customers.
* The people who deal with customers must have the authority to resolve problems.
* Nothing is more important than the customer.
* Keep the service promise.
* Make it easy for customers to complain. You want people to hold your feet to the fire. on Sale!

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Thursday, July 8, 2010

Duct Tape Marketing: The World's Most Practical Small Business Marketing Guide

±1±: Now is the time Duct Tape Marketing: The World's Most Practical Small Business Marketing Guide Order Today!

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Jul 08, 2010 14:00:18

Duct Tape Marketing is the small business marketing road map - A collection of proven tools and tactics woven together in a step-by-step marketing system that shows small business owners exactly what to do to market and grow their businesses.

This guide combines insights gained from over twenty years of successfully working, in the field, with real-life small businesses.

There are no theoretical complexities presented in Duct Tape Marketing - just simple, effective and affordable marketing that sticks.

CAREFUL! Duct tape is a serious tool... it sticks where you put it. So are the ideas in this book. If you're ready to make a commitment and are willing to make something happen, John's book is a great place to start. --Seth Godin, author of Purple Cow

For all those who wonder why John Jantsch has become the leading advisor and coach to small businesses everywhere, Duct Tape Marketing is the answer. I have never read a business book that is as packed with hands-on, actionable information as this one. There are takeaways in every paragraph, and the success of John's blog is living proof that they work. Duct Tape Marketing should be required reading for anyone who is building a business, or thinking about it. --Bo Burlingham, editor-at-large, Inc. magazine, and author of Small Giants: Companies That Choose To Be Great Instead of Big

Duct Tape Marketing is a worthy addition to the growing library of how-to books on small business marketing -- concise, clear, practical, and packed with great ideas to boost your bottom line.--Bob Bly, author of The White Paper Handbook

With the world suffering from depleted reserves of trust, a business that sells plenty of it every day tends to create the most value. The great thing about trust as a product feature is that it delivers exceptional returns. With this book, John Jantsch has zeroed in on exactly what small businesses need to sell every day, every hour. --Ben McConnell, co-author of Creating Customer Evangelists: How Loyal Customers Become a Volunteer Sales Force

John Jantsch has provided small businesses with the perfect perspective for maximizing all marketing activities - offline and on. Jantsch has the plan to help you thrive in the world of business today. Read it, all your competitors will.--John Battelle, cofounding editor or Wired and author of The Search: How Google and Its Rivals Rewrote the Rules of Business and Transformed Our Culture

Duct Tape Marketing is a great read for anyone in business. It has fresh ideas laid out in a practical and useable way. I highly recommend this book for growing any business.--Dr. Ivan Misner, Founder of BNI and Co-author of the New York Times bestseller, Masters of Networking

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±1±: Best Buy This is the 3rd reading of this practical thought provoking book for small businesses. I mentor women going into business as an Alzheimer coach. They are all clinicians, not used to 'selling' themselves. This book has been invaluable for relabeling the selling experience. The ideas are easy to put into practice. His claim that every business is a marketing business is one we all need to keep uppermost in our mind. Marketing, says Jantsch is getting someone to know you, like you and trust you so they buy from you what they want or need. Good advice!
Beverly Moore of StilMee, The leader in Alzheimer coaching, Quincy, MA on Sale!

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Wednesday, June 23, 2010

Rework

±1±: Now is the time Rework Order Today!

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Jun 23, 2010 17:57:20

Most business books give you the same old advice: Write a business plan, study the competition, seek investors, yadda yadda. If you're looking for a book like that, put this one back on the shelf.

Rework shows you a better, faster, easier way to succeed in business. Read it and you'll know why plans are actually harmful, why you don't need outside investors, and why you're better off ignoring the competition. The truth is, you need less than you think. You don't need to be a workaholic. You don't need to staff up. You don't need to waste time on paperwork or meetings. You don't even need an office. Those are all just excuses.

What you really need to do is stop talking and start working. This book shows you the way. You'll learn how to be more productive, how to get exposure without breaking the bank, and tons more counterintuitive ideas that will inspire and provoke you.

With its straightforward language and easy-is-better approach, Rework is the perfect playbook for anyone who’s ever dreamed of doing it on their own. Hardcore entrepreneurs, small-business owners, people stuck in day jobs they hate, victims of "downsizing," and artists who don’t want to starve anymore will all find valuable guidance in these pages.

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±1±: Best Buy For some reason we are seeing a lot of management books like this one: a series of ideas, each one summarized in a page or two. It's the ultimate answer to, "What can you tell me in one minute?"

This book was sent to me for review several months ago. At first I was disappointed. However, on going back to the book, I found some excellent ideas and principles. I'm not familiar with the authors or their blogs. I would agree with reviewers who point out that there's nothing radically new here. However, many of their points are worth stating even if we've heard them before. The authors give these ideas some freshness with new examples or even a new presentation.

I especially liked the section, "Don't copy." It's true: When we adapt a successful formula, it rarely works for us. There's a hidden ingredient that can't be shared. I also liked the ideas like, "Marketing is not a department."

My biggest quibble with this book is that I can't figure out the intended audience. If you're powerful enough to implement these ideas, will you be reading this book? Will you seriously make changes based on what you read? For instance, I love the authors' chapter, "They're not thirteen." I agree that companies can waste too much time and money policing employees who take a break to use Myspace. But a CEO who really sees his or her employees as unruly teens probably won't be reading this book, let alone be open to shifting gears.

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Wednesday, June 16, 2010

Delivering Happiness: A Path to Profits, Passion, and Purpose

±1±: Now is the time Delivering Happiness: A Path to Profits, Passion, and Purpose Order Today!

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Jun 16, 2010 05:39:01

The visionary CEO of Zappos explains how an emphasis on corporate culture can lead to unprecedented success.

Pay new employees 00 to quit. Make customer service the entire company, not just a department. Focus on company culture as the #1 priority. Apply research from the science of happiness to running a business. Help employees grow both personally and professionally. Seek to change the world. Oh, and make money too.

Sound crazy? It's all standard operating procedure at Zappos.com, the online retailer that's doing over billion in gross merchandise sales every year.

In 1999, Tony Hsieh (pronounced Shay) sold LinkExchange, the company he co-founded, to Microsoft for 5 million. He then joined Zappos as an adviser and investor, and eventually became CEO.

In 2009, Zappos was listed as one of Fortune magazine's top 25 companies to work for, and was acquired by Amazon later that year in a deal valued at over .2 billion on the day of closing.

In his first book, Tony shares the different business lessons he learned in life, from a lemonade stand and pizza business through LinkExchange, Zappos, and more. Ultimately, he shows how using happiness as a framework can produce profits, passion, and purpose both in business and in life. (edited by author)

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±1±: Best Buy When Tony Hsieh, CEO of [...], Inc., tested his entrepreneurial genes with a worm business in his youth, he soon embraced Thomas Edison's philosophy, "I failed my way to success." Hsieh failed pretty good. At age 24, he sold LinkExchange to Microsoft for 5 million. Then as CEO of 10-year-old Zappos, he negotiated a stock exchange in 2009 between Amazon and Zappos valued at over .2 billion. But (and this will shock you), it was never about the money. Tony and his team of 700 still run Zappos.

Zappos is an online retailer of shoes, clothing, bags and handbags, housewares and other products. They provide free shipping (both ways, in case your shoes don't fit) and a 365-day return policy. Their niche is customer service, customer service, customer service.

So what can you learn from Tony and his team? Tons!

As CEO of LinkExchange and after hitting the snooze button for the seventh time one morning, it dawned on him: he dreaded going to work. The energy, the passion, the fun was gone. "It was more like death by a thousand paper cuts, or like the Chinese water torture" Tony writes. "Drop by drop, day by day, any single drop or bad hire was bearable and not that big a deal. But in the aggregate it was torture." After he sold the company, he had this epiphany: "I didn't realize it at the time, but it was a turning point for me in my life. I had decided to stop chasing the money, and start chasing the passion."

So, with his new venture capital fund, he invested in Zappos--a struggling online shoe store, and ultimately became its CEO (long story, frequent close-to-the-edge turmoil). There he discerned that building a culture was foundational to building a brand. One customer, duly impressed with receiving an order sooner than promised suggested they start Zappos Airlines.

He invested in his people. They built a resource library in the lobby with over 100 business and management books. "Many of the books would eventually become required reading for our employees to help them pursue growth and learning, and Zappos would even offer classes to go over some of the more popular books." (Three cheers for the Book Bucket!)

To ensure that "we continued to hire only people who would fit into the Zappos culture," they asked employees to meet with prospective new hires and describe the uniqueness of the work/family environment. Eventually, they put it in writing and self-published their own Culture Book, editing only the typos--thus allowing employees to tell it like it is. Zappos is big on transparency. For a free copy of the Culture Book, just email the company and include your physical mailing address. (Three cheers for the Culture Bucket.)

In my book, Mastering The Management Buckets: 20 Critical Competencies for Leading Your Business or Non-profit, and my Management Buckets workshops, I recommend you limit your core values to five or less, because team members can't remember (or live out) more than five. Zappos may be my only exception. Their 10 core values are driven deep into the company's DNA. "Over time, our recruiting department developed interview questions for each and every one of our core values, and we test our commitment during the hiring process." Their core value, "Be Humble," affects their hiring decisions the most. (Sounds like a company I could work at.)

The Zappos mission is "To live and deliver WOW." Their 10 core values include: Deliver WOW Through Service, Embrace and Drive Change, Pursue Growth and Learning, Build Open and Honest Relationships With Communication, Do More With Less, and five more. The book includes a color commentary for each core value, written by various team members.

There's no stuffiness here. Instead, the practical examples and lessons learned jump off the page. "Over the years, the number one driver of our growth at Zappos has been repeat customers and word of mouth." What about social media and integration marketing? "As...low-tech as it may sound, our belief is that the telephone is one of the best branding devices out there."

Whether you're a new attorney, a new accountant or a new customer loyalty team member at Zappos, your first month is invested in a four-week orientation course, including two full weeks of taking customer service calls. Yet at anytime during that orientation period, Zappos has a standing offer to give you ,000 (plus your regular pay) to quit on the spot. That's brilliant!

Zappos invests in three key areas: customer service, culture, and employee training and development (be sure to read about their Pipeline team). They quote Jim Collins who says, "If you have more than three priorities then you don't have any."

"Jenn," who explains their Culture Book, describes the sum total as the "gestalt of Zappos." She adds, "By sprinkling in images of what the Zappos family does from morning to night--Marshmallow Peeps® contests, happy hours, Zolidays, the annual vendor party--we give readers a true sense of the brand in a non-obtrusive way. These aren't ads--these are pictures from our lives."

Zappos clearly believes that hoopla! is a critical part of their "Zappos Family Culture." One of their core values is: "Create fun and a little weirdness." (Three cheers for the Hoopla! Bucket.)

Three cheers for Zappos! (I just ordered some shoes. I couldn't resist experiencing their customer service.)

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