Tag Archives: Gail Z. Martin

by | June 22, 2011 · 10:02 am

Break or Take a Break

By Gail Z. Martin

I was behind someone in line a few days ago and couldn’t help hearing part of his conversation with his companion.  What caught my attention was the man’s comment that he hadn’t had a vacation in fifteen years.

Wow.  While I’m sure this man was proud of his diligence and hard work, I couldn’t help wondering how badly burnout might be affecting the value of his output.  In my experience, you either break or you learn to take a break.

Now I know that with some of the ups and downs of the economy, “staycations” have replaced vacations for many people.  The point isn’t about leaving town, staying in a hotel, or going somewhere exotic.  For me, the essential point is to step away from the swift current of your busy life for even a day, an afternoon, a weekend and rest, relax and refresh yourself.

Some people like to brag that they are so essential, their business couldn’t last a few days without them.  Usually, this means they have avoided developing procedures and delegating trivia, or that they have made themselves the roadblock, either out of a love of being important or the need to micromanage.  Eventually, the stress catches up and the business is forced to do without them while the indispensable manager recovers from a heart attack or other stress-related ailment.

Other people have never learned how to relax.  Maybe they were told that it was bad not to be active every minute–“idle hands are the devil’s workshop.”  American culture has the unfortunate habit of undervaluing rest and restoration and overvaluing activity for activity’s sake.  If that’s your hang-up, let it go.

When we allow ourselves to take a break, wonderful things happen that actually enhance future productivity.  By taking a step away from the normal flow of things, we often gain new and valuable perspective.  By resting, we preserve our health and prevent a longer, possibly destructive interruption due to illness.  When we move outside our normal routine to go somewhere new, do something different or have a new experience, we become open to unexamined possibilities.  And when our break frees up time for us to nurture our family and close friendships, we preserve the relationships that support us and enable us to do our best work.

This summer, make a commitment to yourself to take a break at regular intervals and see what new possibilities emerge.

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by | June 15, 2011 · 10:39 am

Learning to breathe

By Gail Z. Martin

I’ve heard a lot lately about being mindful so that one doesn’t spend more time working IN the business than ON the business.  Meaning that it’s possible to get so caught up in the daily grind that we stop doing the things that help our businesses grow.  One of these important, but often overlooked, items is, I believe, taking time to breathe.

Sure, you breathe, or you wouldn’t be alive to read this.  But did you know that most Americans take short, shallow breaths that contribute to the feeling of tenseness and panic?  We rarely stop to take deep breaths, breaths that begin in the belly and then expand through the chest.  We seldom take even a few moments to focus on the act of breathing, feeling the air fill us, and then letting go of the breath in a slow, calm way.

In Tai Chi, as with most martial arts and with disciplines like Yoga, breath is everything.  But you don’t have to be a martial arts master to get a sixty-second vacation by taking a moment out of your hectic, stress-filled day to savor a few calm breaths.

The next time you feel your neck growing tight, your temples beginning to throb and your back starting to clench, take a few moments and breathe.  Close your eyes and pay attention to the rhythm of your breath.  Is it fast and shallow?  If so, slow down your breathing by taking breaths that begin in your abdomen and then fill you all the way through your chest.  Hold it for a second and then try to let it go just as slowly, listening to it rush through the nose.  Even five or six deep, slow breaths make an amazing difference in the perceived stress.  After a few deep, slow breaths, it becomes easier to relax your shoulders, unclench your jaw, relax your lower back.  If your heart is pounding after a distressing phone call or office confrontation, deep, slow breaths can help you bring your mind and body back into a calm, rational state where you can make better decisions and think more clearly.

The next time stress gets to you, put the miracle of breath to work and notice how clear your thoughts become, how much faster you recover, and how much better you feel.

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by | June 8, 2011 · 10:37 am

Windmills of your Mind

By Gail Z. Martin

Remember Don Quixote who jousted with windmills?  The image evokes a noble but losing battle.  There’s also the old song Windmills of Your Mind, homage to the thoughts  on the edge of waking and sleeping, ideas that go round and round in your head.

Recently, I saw a rather dangerous combination of the two ideas that, unfortunately, is all too common among business people.  It’s the vicious cycle of attract/repel that keeps some people frozen in place, never able to make true progress.

Twice now I’ve had business owners seek me out for my opinion on marketing and ask for my advice.  However, as soon as I toss out a few ideas, the windmills crank up and the negative winds start to blow.  Every suggestion or idea is met with a reason why it can’t work.

One person got quite heated about it, declaring that it was impossible to market in her industry for a variety of reasons.  Now true, that particular industry has more hurdles than most, but as I pointed out to this person, some of the largest companies in that field do have a blogging and social media presence.  She immediately proceeded to tell me what it would work for them but not for her. She was so busy defending her position that nothing was possible that she could not hear anything I said.

In the other case, outdated assumptions severely limited the person’s options.  She was an accountant who wanted to create a package of services/educational products related to estate planning but outside of actual accounting.  She came to me to ask how to get people to attend the events she planned to hold.  When I started to suggest traditional and new media ways to promote the new package, she told me quite heatedly that accountants don’t advertise, can’t advertise, not by law but by convention.  Funny, I heard that line of thinking from physicians 25 years ago, and now physician advertising (tasteful, understated but still promotional) is quite common. And also, there are resources available specifically tailored for accountants for dentists. I’ve also seen similar low-key but effective promotion for accountants.  And I pointed out that the new package was not accounting.  No matter–her mind was made up.

What happened?  In both cases, some desire compelled these two people to seek me out for advice.  They knew my line of work, so it should have come as no surprise that I suggested ways to market.  Yet the windmills of their minds–outdated ideas, critical voices, fears and doubts, were too strong.  They were trapped going round and round with old, limiting ideas and fears, unwilling to even consider a new way to approach the situation.  They missed the chance to move forward.

How about you?  What windmills do you have in your mind? Where are your thoughts trapped by fears, doubts and outdated ideas?  They may be costing you valuable opportunities!

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by | May 25, 2011 · 10:09 am

Carousel of Customer Service

By Gail Z. Martin

We’re big Disney fans in my household, and usually, Disney is synonymous with exceptional customer service.  That’s one of the expectations with a Disney vacation—all of the usual hang-ups and headaches that come with traveling, hotels, etc. just don’t happen when you’re with the Mouse.

We forget that even Disney employees are human, and one of them provided a real case study in customer service on a recent trip.

We were on the Carousel of Progress, a moving theater where the audience’s seats move around a stationary core with an audioanimatronic show.  We had barely gotten started, when a voice came over the loud speaker telling everyone to stay in their seats, that it was not OK to leave the theater.  Now on this ride, there are four audience sections that are divided so they can’t see each other.  No one in our section had moved.  We’d been yelled at, but no one knew why.

The ride stared up again, but a few minutes later, the same voice came one again.  It was uncomfortably loud, and he was telling everyone to get back in their seats and sit down in a voice that was more first-grade teacher than entertainment employee. No one in our section had moved, so we were looking at each other wondering what was going on.  This time, we had to sit through one part of the show twice because apparently, someone somewhere was misbehaving.

This kept happening until it got to the point where the guy on the PA system was totally strung out, shouting at adults to get back in their seats, threatening all kinds of things if everyone didn’t listen.  Now, people in our section (who hadn’t gotten to see any of the show uninterrupted) were getting up to leave.  Kids were crying because the announcements were painfully loud.

What went wrong?  For one thing, the guy on the PA didn’t make it clear up front that this attraction was different from all the other Disney theaters, where the live host actually invites people who have to leave to just quietly find an exit.  Because the audience section moved, having people leave caused a safety problem, but first-time guests wouldn’t know that.

Secondly, the host forgot that we were his guests, not his subjects, or its kids.  Instead of just stopping and offering to let everyone out who wanted out, he tried to force a largely adult group to stay in their seats like children.  He forgot that it was our vacation, and he was there to make it enjoyable.

And third, he lost his cool—big time.  By the end of it, he was shrieking at us over the PA system like a stressed out parent about to go postal.  He’d gone from ordering us to threatening us, to shouting us into submission.  He forgot that he worked for us.  Our admission tickets paid his salary. But he also tried to control something he couldn’t—the actions of other adults—by force.  Had he explained the safety issue, and given people a chance to leave if they wanted to, odds are that the rest of the show would have gone smoothly.  Instead, it became a show no one will ever forget (and from the line of people who gathered afterwards and demanded to see his supervisor, I don’t think he’ll forget it either).

The moral of the story—lead, don’t force, and always remember to serve your customer

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by | May 18, 2011 · 10:07 am

Too busy to notice

By Gail Z. Martin

I do a lot of signings in bookstores.  My table is always right up at the door, and I try to greet everyone who comes in with a smile, a free bookmark and a 10 second question to connect with people who like to read my kind of book.

It works well for about 75% of the people who come in.  And the rest?  They’re too busy to notice.  Many of them are talking on their cell phones.  They’re so busy talking to people who aren’t there, they have no time to meet someone who’s standing right in front of them.

Others are in a hurry.  They brush past you without making eye contact like they’re afraid you’re going to spray perfume on them or ask for a buck.  Sometimes, they cut me off before I can finish my “Did you get a bookmark?” question with a curt “Don’t want one.”  How would they know?  They have no idea what I’m offering them  or who I am, or why I’m there.

So what did they miss?  Well, they missed meeting an honest-to-goodness author, which for some people counts as sorta cool.  They missed finding out about a book they or someone they know might have liked.  But they could have missed out on a million dollars, the love of their life, or their next job for all they know, because they were in too much of a hurry to find out what was being offered because they were too busy.

What are you missing out on because you’re too busy to notice?  Flowers in the garden?  Kids who won’t stay the age they are forever?  A spouse who is trying to talk to you?  Neighbors who might turn into friends?  Acquaintances who might become clients?  You’ll never know until you slow down enough to listen.

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