Archive for the ‘Relationships’ Category

Book Review – Decision Points

January 15th, 2011 by John Gallagher No Comments

Recently, I completed Decision Points.  What a fantastic read. 

Whether or not you were a George Bush supporter (which I was), I believe this book will be on best-seller lists for a long time.  I didn’t necessarily always agree with the decisions that President Bush made, but after reading the book I now have a better appreciation of the process he used to make important decisions.  Each chapter is based upon a major decision or series of decisions the president had to make.

His process was clear and consistent.  There were 3 distinct processes he used in making these decisions:

1) He studied history – He read many books of past decision makers

2) He seeked insight from subject matter experts and/or his inner circle – Whether it was a family member, a relationship he had build in his life, or his staff, he asked others for their input

3) He prayed -   He prayed for wisdom, strength, and courage in making tough decisions.

Some of my favorite quotes from the book:

  • “After the nightmare of September 11, America went seven and a half years without another successful terrorist attack on our soil.  If I had to summarize my most meaningful accomplishments as president in one sentence, that would be it.”
  • I had forgotten a horrible quote Senator Harry Reid made in April 2007 when he declared, “The war is lost, the surge is not accomplishing anything.” The majority leader of the Senate had used his platform to tell 145,000 of our troops they were fighting a lost cause.  Great motivation , Harry, and one of the reasons his legacy will be ‘lost’ in American history for me.
  • When President Bush first got what he felt was his reassuring call he should run for president during a sermon .  His mother was with him  prior to church and told him, “get over it (his struggle with the decision).  Make up your mind, and move on.” I just love the direct encouragement of mothers!!  And, after the sermon when God calls Moses to action, his mother leans over to him and whispers, “he is talking to you.”  For me, those are moments where I get chills!

The book was 481 pages in length.  My ‘dogear measurement’ probably doesn’t work for biographies and autobiographies.  I did find in his book an interesting ‘challenge’ he had with Karl Rove on who read the most.  Rather than only measure books read, they competed in pages and lateral area.  So, I will track this during the year.  Total lateral area for the book = 481 pages x 31.5 sq in per page = 15,151.5 sq in read!  You will enjoy every sq inch of this book.  I am sure if you read it, you will have a new found appreciation for the decisions a President must make.

Has anyone else read the book?  Let me know what you think. What other biography work do you suggest for good reading? 

You are responsible for customer service…NOT your computer!

January 8th, 2011 by John Gallagher No Comments
  • Papa John’s has really good pizza.

Every once in a while, I realize I may have a customer experience that is not satisfactory. You know the experienceI am taking about.  It’s the experience that leaves you yelling out in frustration at an innocent family member!  I had one of those experiences recently.

Our family really likes Papa John’s Pizza.  Good quality…decent prices…  I am even willing to drive to pick it up since they do not deliver to my house.  But, my recent experience was one of the more frustrating experiences I’ve had for a long time.

Upon landing in Roanoke after a long week out of town, I call my family to see what they want to have for Friday dinner and they want…pizza.  Not just pizza, though, but Papa John’s Pizza.   I phone in my order and learn that ALL Large Pizzas are $10.  All my son wants is a Double Pepperoni pizza.  When trying to order his pizza I hear the following:

  • I am sorry sir. We can no longer do double pepperoni.  Our computer won’t let us do it.”
  • “We just got a NEW computer system and it won’t let us put anything in double.”
  • If you order online, you CAN get double toppings, but I cannot do that here at the store.
  • That would be confusing and we are very busy.”
  • “If you want to make a complaint, you can go online.”

Well, their invitation to file a complaint online has been fulfilled.  So, what should we all learn about customer service from this:

1)  Customers have options: – The phone number for Bellacino’s pizza in Roanoke is 540-989-2009.  They will do double pepperoni adn their computer allows it!

2) Leaders should train their team to SOLVE PROBLEMS The pizza @ Papa John’s is very good and a good value.  I don’t blame the employees for the fact that they didn’t have creative options to solve my desire for a double pepperoni pizza.  This is a Leadership issue.  Leaders need to train their employees according to company GUIDELINES, but give them authority to SOLVE SIMPLE PROBLEMS.

3) Computers are important, but don’t think they will solve all problems - Computers are rarely the ‘silver bullet’.  In this case, the Dinosaur (the computer) is driving the car (the business), and the dinosaur WILL ultimately crush the relationships you have with your customers. 

“Studies show that people will tell six times as many people about a negative customer experience campared with a positive experience.”   

When have computers failed you in your relationship building?

BCE 2010 – Reflect, Plan, CONNECT

October 25th, 2010 by John Gallagher 1 Comment

During BCE2010 this year, the theme of the event was “Reflect, Plan, and Connect”. 

This past weekend, I had the chance to CONNECT intentionally with several key people inside my Life Plan.  The photos above are just a few of the memories created this weekend.

Left photo – This is a shot with my wife, Chris, and our friends,  the Campbell’s - Dave & Susan.  They were our best man and matron of honor at our wedding over 16 years ago.  They celebrated their 17th anniversary during this weekend visit!  We had not seen them in about 7 years and it was a fantastic chance to re-CONNECT with them and for our kids to build relationships with each other.

2 Center photos – My sons Brendan and Joseph were on this trip with us and they were able to meet one of WVU’s all-time leading rushers, Noel Devine.  The second photo is our tailgating spot directly in front of the WVU football stadium.  Both of these memorable photo opps were made possible by a connection I made at BCE2010, Tim Bolling.  A big thanks goes out to Tim. 

Right photo – A picture with my ‘little’ brother, Michael. He and his wife, Lisa, joined us during the weekend, also, and I was so happy to share this time with them.

So, as a direct result of 1) disciplines identified in my Life Plan and 2) connections made at BCE2010, we had a very memorable weekend in Morgantown, West by God Virginia.  The theme of my blog came out so many times during the weekend…”Life is Relationships…the rest is just details.”

So, what memories did YOU create this weekend? 

BCE – 2010 Reflect, Plan Connect

September 22nd, 2010 by John Gallagher 13 Comments

Recently, I attended BCE2010 in Bend, OR.  It was a great time to get some r&r and reflect on those things important in my life.  Below is a video summary of my 4 days and some of my takeways.  Be sure to turn the volume up.  This was my first attempt at video blogging and the audio is a little ‘low’.  Comments welcomed AND encouraged!

Having trouble viewing the video in your browser, click here: BCE 2010 – Takeways

Thanks to Daniel Harkavy @ Building Champions for the ‘challenge’ to step outside the comfort zone just a bit and let the palms sweat!

Leadership lessons – “It’s a rock”

August 4th, 2010 by John Gallagher No Comments

I love this scene in Bug’s Life where Flick uses a ‘prop’ (a rock) to describe a concept (seed growing into a tree), but his student (Dot) doesn’t get him. I live this regularly when I share new ideas with my best friend, leadership student, and wife of 16 years, Chris. After I share a thought and she doesn’t get me (notice I say me and not it. Generally, it is a failure on my part to communicate), she will respond with “It’s a rock.” Then, I shake my head and chuckle thinking of this scene. 

I like to use props to tell stories about leadership, but not all people learn the same way. Be flexible. Use different types of ‘props’ to get your teaching point across such as: video, props, stories about your life, books or articles you have read, or sometimes just an arm around the shoulder and a quiet lesson in their ear…  Not all of your props as a leader will work with all audiences. 

Who are you communicating with and they respond to you with the proverbial “It’s a rock”?  How are you learning from this response?