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“Clear Eyes, Full Hearts, Can’t Lose” or Coach Taylor meets Sun Tzu

Everyone loves a good motivational speech and there are few better than the ones from our favorite movies. The one where Rocky says that’s how winning is done. The one where Al Pacino talks about the game being one of inches and the inches are all around us. The one in Independence Day where President Bill Pullman says they won’t go quietly into that good night. Stellar stuff, all.

As much as I love them, I can’t use them every day. What I can use is a mantra, and not from a movie but a TV show – the long canceled Friday Night Lights. It’s simple and startlingly prescient. I can’t stop seeing it everywhere.

“Clear Eyes, Full Hearts, Can’t Lose”

I think of this when we get something wrong because we allowed ourselves to become easily swayed by the information we didn’t bother to interrogate. I find myself muttering it when someone makes a stunning reversal and course corrects after allowing the truth of the situation to come to them.

All that, and honestly, I’m a sucker for six words. There’s music to that number, arriving in two-word pairs. Hemmingway once won a contest by penning a compelling story with only six words: “For sale, baby shoes, never worn.” My first Mission Statement at CVI was only six words: “Be professional, Solve problems, Create value.” Distilling something meaningful into six words is an art and I’m its favorite patron.

Clear Eyes

The ability to see. The ability to identify what is happening all around you and not deluding yourself about the conditions on the ground, in the air, or in your own heart. You can see it all and you need that ability if you’re going to do anything meaningful.

Any idiot can make decrees or decisions while not knowing what’s happening; that’s most of life. What an effective agent of change needs is the ability to discern what the hell is happening; both inside and outside themselves.

Sun Tzu says any winning General must master the Five Factors:

  • The Purpose
  • The Weather
  • The Terrain
  • The Leadership
  • The System

You can’t master anything if you can’t see it. And not just with your eyes. You need to see it with every part of your understanding. You especially need to see that which you’re inclined or incentivized not to see. Clear Eyes is of supreme importance and so it comes first. As mantras go, this one is fire.

  • The Purpose is the cause, the morality; what are we fighting for? Is this who we are? Do we know?
  • The Weather is the conditions. If not the rain or wind then the market forces at work.
  • The Terrain is the ground, the topography. If not a battlefield then the shelf or the venue the sales battle will be fought.
  • The Leadership is not only those in charge but those whose influence exceeds their titles. How capable are your leaders to produce and adapt on the fly?
  • The System is my favorite. It’s the thing that accounts and adapts (or should) for all the strengths and weaknesses of the others on this list. It’s what we have the most control over if we’d only recognize it and give it its due.

The General who masters the Five Factors will win every engagement, even if they don’t. Clear Eyes reminds us that we should never lie to ourselves. Self-awareness is one of our most powerful weapons if we’ll develop it properly.

How many times have you seen a person, organization, or company, fail because they couldn’t see clearly; because they refused to see clearly? Too many.

Full Hearts

Are you in to it? Do you believe in what you’re saying? Do you believe and trust in what you’re doing? Does what you do each day, right now, resonate with your core beliefs?

Can you stay focused and dedicated when things get tough and your path gets blocked? Can you fight through self-doubt, stumbles, and the hellish unknown? Can you manage to lose a battle without losing yourself?

Can’t Lose

There are two types of losses; the one on the scoreboard and the one in your mind. You can’t fully control the first kind of loss. You can plan, scrap, and brawl with all your might and you may still lose when the points are tallied. The second kind though? That’s all you.

Keep your vision clear. Don’t lie to yourself, ever, about anything.
Walk your talk. Believe in what you’re doing and be prepared for the way to get rough. Don’t lose yourself.

Do those two things and you’ll never lose.

Show Up. Or, Why Omelets Don’t Matter.

Note: this is a classic post from July 2012, hope you enjoy.

We’re all presented with a thousand decisions in a day – even the ones we don’t make are technically decisions – and I observed a few today and I thought I would share as I feel they are:

1. Completely random – so a good example of our lives.

2. Indicative of a theme I’d like to touch on – but let’s not spoil the fun just yet.

First, we have a Bistro at work which serves between 4 and 12 thousand meals a week. No biggie there, we’re getting quite good at it. One of our front line people is the best – totally awesome. She makes remarkable omelets with the deft precision of a Samurai, that happens to hold a personal grudge against unborn chickens.

Mmmmmm Omelet

 

 

 

 

On this particular morning we’re hosting a large sports camp which features 120 kids and assorted coaches. Towards the end of breakfast this omelet samurai asks me if she can make one of her famous omelets for the Head Coach (it’s his camp) as she wasn’t sure if he paid or not. This concern was voiced directly in front of said Coach whose business we’re eager to retain – omelets are never extra with breakfast.

Second: I’m told that we reportedly rebuffed a new Resident who relayed that their AC was not in working order on Saturday. As it didn’t constitute an “extreme emergency” we told them to wait for Monday. For those not familiar with Florida in late July, allow me to put down rumors about the unending cold front we experience during this time of year. In fact, we have Emergency Maintenance defined as “No AC when the temp outside is over 85 degrees.” I believe it was 99 on this particular day, though it could have been 93.

Third: A Senior Associate informs me that a parent is on the phone and wishes to renew their kid’s lease under an old offer letter we sent out weeks ago. The current offer is a much better deal for the Resident/Parent and we always offer unsigned leases the current deal.

It's that easy

So, what do all these have in common? This question haunted my entire day.

 

 

At my old place of work, we had these portraits of all the employees on the wall and each had a quote that supposedly the person lived by. The majority said some fluff like “Seize the day” though one stood out to me for its simplicity and eloquence. It read simply “SHOW UP.”

I thought “Is this good?” and let it marinate. Then, after a half hour, I grilled it up with some delicious business acumen and served it with a glass of “OH YEAH.” The words were from a new friend named Dan O’Connor and I couldn’t help but roll around in their brilliance. SHOW UP! How deep did those words go?

The decisions I cited all shared a lack of “showing up” – not in the physical sense, but in the other, deeper sense. Of being mentally “there” where things really happen. I’ve come to appreciate that the big difference between getting it done and saying we gave it our best, is the belief that by simply standing our post, that we’ve managed to “show up.”

Not by a long shot.

It’s not stupidity or ignorance of lack of experience – these three individuals are all some of our best. Seriously, I tout their drive and desire constantly. This was a case of not being there mentally, in a moment, and that’s all there is.

Make the omelet! Paid or not, who cares!? I’ve never beaten or punished someone for giving away three eggs and some veggies! Take a chance! On the guy you KNOW is the “The GUY” we’re trying to impress. Don’t call him a cheapskate in front of his face!

What, exactly is “an extreme emergency” pray tell? As opposed to a regular emergency? Which we don’t care about? If Weather.com tells you it’s 83.5 degrees outside and they’re not happy, call it in!

They want to renew and you want to pick a fight? Over someone giving you their hard-earned money? TAKE IT! By any means! Make it EASY for them! Fall all over yourself to accommodate them and make them happy! That’s what we do!

I felt failure today. Failure in transmitting the message. I often state that “It’s the spirit of the law that matters, not the letter” though I recognize not everyone hears this message. That is my fault and it’s my charge to make sure it’s known, and known well. Not with bigger bull horns, but with a better plan – not more regulation, but with more discussion. Conversations build empires and right now? I have a fiefdom.

“The single biggest misconception about communication is the belief that it has occurred.”

Business Culture, Prime Directives, and killing John Connor

I got sent this email yesterday, which was one I’d sent some three years ago while at CVI-Orlando. At the time we were six months into a $2 million renovation, and working concertedly to establish a new culture.

When you’re trying to build culture, it’s important to be honest and authentically one’s self. People loathe artifice and inherently move away from it. This email happens to be “me” in written form, and I think it was evident of something that’s worked for me over the years. People know it’s not just some corporate policy I’m being forced to endorse while a concealed derringer burrows into the small of my back, but something I full-throatily support.

I offer it here at as an unedited look, an example, of how I believe in communicating with my teams. Also, I just really crack myself up and I can’t get enough of my choice of analogy here. How great is that hipster John Connor meme?

Big thanks to Larry for 1. Having kept this all these years, and 2. For thinking of me enough to send it to me now. It was a nice laugh during a really busy time and a great glimpse of some of the most fun I’ve had during my career.

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