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Articles filed in: Meaningful Work
It’s the day before Melbourne cafes close again under reinstated lockdown restrictions. The owner of the Italian restaurant that opened in January is heart sore. We get chatting as I’m paying the bill. He explains that due to then pandemic they’ve been able to have patrons dine in for only nine of the twenty-four weeks they’ve been open. Most of his Italian staff have returned home, and he’s doing his best to support and keep his local team in work.
The business has transitioned to takeaway only and offers grocery boxes for delivery. What’s most impressive is how the owner is building customer loyalty while caring for his team during this difficult time. When the restrictions hit, he sat with each staff member to find out how many hours work they needed to pay their bills. The team members with second jobs worked less and offered extra hours to those who needed more.
Overwhelmingly what we’re seeing in these challenging times in the hospitality sector and beyond among both businesses and customers is a renewed sense of mutual appreciation.
Small businesses are doing everything they can to adapt and serve. And the community is doing what it can to sustain local businesses. If the past few months have reminded us of anything, it’s how dependent we are on each other. That symbiosis has the power to make us stronger.
We’re not just in this together. We’re better because we’re together.
Image by Zhanjiang Chen
We often hear it said that it’s hard to stand out in an increasingly competitive world.
Maybe you can’t be the biggest, fastest or cheapest in your field. But there are plenty of ways to differentiate and make a mark. First among them is by being trusted over time.
Make promises you intend to keep. Keep them.
Image by Zdeněk Macháček
My grandmother was fond of repeating the proverb: ‘Where there’s a will there’s a way.’ She’d say it to encourage us to try.
I don’t think I’ve fully appreciated its power until now.
Seeing how our communities and local businesses have adapted to the pandemic restrictions is proof of how innovative and resilient we are.
If someone had told you six months ago: I’ve lost count of the number of times in recent weeks I’ve heard these words in conversation.
There are so many things that none of us could have predicted at the start of this year. Probably most surprising and wonderous of all is how we can and do adapt in service of the collective good.
When it matters we find the way.
Image by Mika Baumeister
filed in Meaningful Work
George is in his seventies. His hearing has deteriorated over the years, but he’s reluctant to wear a hearing aid. He hates missing out on parts of conversations and often feels isolated because he can’t hear what’s going on. He’s embarrassed about his disability. But he feels self-conscious about wearing a clunky, visible hearing aid that he thinks makes him look older.
So, when a sales letter arrives in the mail describing how he feels every day as he struggling to take part in conversations, George keeps reading. The letter goes on to give details about a new inexpensive (under $300), yet small hearing aid that will solve all his problems. He phones the clinic straight away to make an appointment.
The following week he arrives at the clinic to have his hearing tested. The technician immediately tells him the $300 aid won’t be suitable for him. Of course, there are other options. He shows George two sample hearing aids. One model is $6,000—the other is $3,000. George can’t afford the more expensive one. And he’s not sure about committing to paying ten times what he believed the hearing aid would cost him—especially since there is no way to test this model on-site that day.
But the technician who is also the salesperson prides himself on being good at his job. Half an hour later George finds himself sitting on a bench outside the shop clutching a receipt for the deposit on the $3,000 hearing aid that will arrive next week. He’s still not sure if it will work for him or if he wants it at all.
The salesperson thinks he got a good result. He’ll see a boost in his commissions at the end of the month. The store manager will likely congratulate him on a job well done. He did close the sale after all.
Many of the hard metrics we use to assess if we’ve done a good job are crude and unreliable. Often the best measure of work we can be proud of are the soft metrics that are overlooked and harder to measure.
How we get results is as important as the results themselves.
Image by Nick Cooper
Every time we approach a new problem we believe we have to come at it with fresh eyes. Sometimes that is true. But we mustn’t ignore our lived experience.
Whatever challenge or goal is in front or ahead of us, it’s worth remembering the resources we called on to get where we needed or wanted to go in the past.
We can still call on them today.
Our past resourcefulness gives us insights we can leverage now and in the future.
Image by Jukan Tateisi
Long before digital platforms, social media and online reviews we’ve had the incentive to do the right thing.
The need for the protection of our tribe and a sense of belonging to our community meant we adhered to rules and norms for the benefit of the collective good. We needed to do right by others, not just ourselves if we wanted to belong. In the past, it was difficult to say one thing and do another.
In a digital world, this is not the case. We can pay lip service in public on occasion without doing the hard, often unseen work of caring every day.
There’s a difference between being seen to do the right thing and doing the right thing. Everyday actions speak louder than occasional words.
Image by Dan Meyers
The woman on the other end of the line at the call centre hesitates. The change in her tone of tells me she doesn’t know the answer to my question. She hesitates. I hear the doubt in her voice. She’s having to go off script, and she’s terrified. She’s trained to answer only certain queries as quickly and efficiently as possible.
Her job is to funnel people to the right email address and move on to processing the next incoming call. She doesn’t know what to do next. And she hasn’t been encouraged to say: ‘I don’t know.’ or ‘I’m not sure, but I will find out for you.’
Our greatest fear when we are anxious or dissatisfied is that we will not be seen, or worse, that we will be ignored. What we want in those moments isn’t the right answer, right away. We want empathy—to be treated with humanity.
When our systems are designed to deliver and do the opposite communication breaks down. We fail everyone in situations where we prioritise efficiency over humanity. It isn’t just the people we serve who lose when we stop being human. When we are empowered to do work we’re proud of, everyone wins.
Image by Arlington Research
Where do you turn when you don’t know what to do?
Perhaps you do a Google search for facts. Maybe you read a book and get information. You might consult a professional for their expertise. And friends will gladly offer you opinions based on their experiences.
You can only gain insights and intuition based on your experience by taking time to reflect. Every day we have the opportunity to use yesterday’s stories as wise counsel for tomorrow. But we don’t have a way of remembering, recording or reflecting on what those everyday stories can teach us.
Inspired by my work with thousands of Story Skills Workshop students. I created
A Compass For The Heart. It’s a 90-day guided journal for self-reflection that helps you to record the everyday stories and life lessons to guide your decisions in good times and bad.
Inside, you’ll find a simple framework and templates for daily reflection that help you to capture your wisest, strongest self to store away for a time when you need it the most.
Although I’m a writer and I gather stories every day, I’ve never been one for journaling. There’s something about that blank page that’s intimidating. It feels like a sacred space for only the most elevated thoughts.
If like me, you’ve tried and failed to create a reflection ritual or journaling practice in the past, I hope you’ll give A Compass For The Heart a try. You can buy it now from Amazon.com, Amazon.co.uk, Amazon.ca or by searching your regional Amazon store. *Note: The journal will be available in Amazon’s Australian store in 6 weeks.
Thank you as always for giving me a reason to reflect, write and create. It’s a joy and a privilege to share ideas with you.
Every business owner or leader, entrepreneur or creative, walks the fine line between creating value in the present and thinking about what their contribution might be in the future. We need to do the work that’s in front of us today and plan for a tomorrow we cannot yet see. Often, we end up doing the work and walking this path alone.
Where do you turn when you need to reflect on your next right move?
Who do you use as your sounding board?
Do you know people who are on a similar journey who can help you?
When I asked those questions of my readers three years ago, the answer to all of them drew a blank. Many people said they had a professional presence on LinkedIn, but that didn’t serve their need for support when they needed it most.
That’s why I launched the Right Company—a paid, group-mentorship experience. It has become a tight-knit community of like-hearted, generous people from all over the world, doing work that matters—helping each other to get better together.
Today we’re opening up applications to the Right Company to a limited number of new members. If you’re looking for support to create momentum in your business or with your projects I hope you’ll apply today.
What kind of of future could you build with the help of the right company?
Image by Chris Montgomery
Last Monday I got a handwritten letter in the mail. Imagine my surprise when I opened it to find a note from a contractor who had unsuccessfully quoted for a small renovation project on our home.
In his letter, he said he was sorry things hadn’t worked out this time around but that he hoped to be of service to us in the future. It was an unexpected gesture that we’re unlikely to forget.
Often it takes less than we think to stand out from the crowd. Small, thoughtful, well-timed acts can make a difference.
What’s the most unexpected thing you’ll do today?
Image by Hanny Naibaho