How Rejecting Someone Can Help

“I’m sorry, we’re not for you.”

This seems a little ridiculous for a business to say to a customer but let’s back up a little and understand where it came from.

When Southwest Airlines started out, they decided that they were going to make flying accessible. This was a real challenge considering that the margins in the airline industry were already scarily thin.

In order to pull it off, they’d have to streamline operations so they could reduce cost and pass that savings to the customer.

This doesn’t mean slashing features, it means focusing on the features that matter and cutting everything else.

So how do you decide?

Southwest cut features that didn’t focus on their core philosophy of putting people first.

• They don’t offer meals for purchase on flights but instead offer free snacks and free checked bags.
• They use one type of airplane, which makes service and maintenance and processes more efficient and cost-effective.
• They only offer coach seating, which makes boarding and un-boarding the planes faster and easier to turn around at the gate. Southwest could turnaround 2 out of 3 planes in 15 minutes when the industry average was 55 minutes.
• They offered only the most convenient flight times at high frequency.
• When they hire flight attendants, they ask them to speak in front of the other candidates—but the hiring team isn’t listening to the speech, they’re watching the other candidates listen, encourage and engage with someone who in the hot seat.

So how does all this focus and award-winning customer service lead to the CEO of the company telling a customer that she should find another airline?

The customer had been saying: “your fares are great but I would like you if you had first class seating and if you flew to more airports, and if you offered meals.”

Since the fares were low because of the focus on the essentials, it was an easy explanation—but this customer wasn’t having it.

This customer wanted all of the non-essentials offered by other airlines but at the Southwest price. Just like many customers, who really just want a product designed specifically for them and all for free. This is normal, but it's your responsibility to call it out and stick to your mission.

Herb Kelleher said, “I’m sorry, Miss, we’re just not for you.”

Today, Southwest carries more customer than any airline and they have a sterling reputation among their customers.

The moral of the story is that being all-in on your mission and purpose means being focused on the essentials and cutting out the distractions that seem like necessities—even if some people disagree.

2 Minute Action

What are you focused on?

What are the essentials of your life and work?

Family? A few friends? Your career?

Take this time to look at how you spent the last 4 weeks of your free time and you will see what your priorities are.

How many hours did you watch TV? How much of that time was spent on Instagram?

How much of that time was spent figuring out how you’re going to backpack Europe? How much of that time was spent figuring out how to buy that commercial real estate property?

Do a quick, 2 minute time audit and decide on a non-essential to cut from your life so you can focus.

What is Imposter Syndrome And How Do I Make It Go Away?

Something I've often felt when entering a new job or a new field is the fear of being a fraud.As if I were really three golden retrievers stacked up in a trench coat and someone was going to notice.The interesting truth is that it's pretty common and it's completely unfounded.

Here's everything you need to know about Imposter Syndrome:

1 - It’s totally normal.

This is part of growing as a person, learning, and stretching your abilities.The feeling comes from not accepting your successesEver get a compliment and shrug it off as a fluke, or something that just happened without you really trying? Here’s where it comes from. The more you start to give yourself credit for your accomplishments and successes, instead of just environmental factors, the more you’ll build an immunity to this feeling.

2 - Friends and Family don’t always help

Research is finding that many of those who experience Imposter Syndrome come from families where achievement is highly valued and pressurized.

3 - Brace yourself for new endeavors

Imposter Syndrome also pops up in people who are at the start of a new venture. It’s going to be easier to handle this feeling when you can expect it, label it, and realize that it’s not going to last forever.

4 - Perfectionist? Procrastinator?

You guessed it, that doesn’t help either. This is a real challenge. Here’s one way I got over being a perfectionist:

1. Realize what your goal really is
2. Decide what you can really do to get there
3. Make a commitment to relentless forward progress - no matter your speed.

Here are some things you can do about it:

1 - All alone?

This is no good for anyone since social relationships make such a broad impact on so many parts of our psychology. It’s no different here. Get a mentor. Actually, get 3 mentors.If you can find 3 people in your life that you can call for a half hour, once a month, and be honest and candid with you, you’re going to have a much easier time adjusting.

2 - Realize how much you actually do.

One of the things that a mentor told me when I was experiencing this for the first time was: make a list of all the things you do. Go ahead, pop open  your notepad and work on it for a few days. You’ll be shocked at how long that list starts to get with all of your talents and successes.

3 - Be freaking nicer to yourself.

This is probably the most difficult challenge I’ve faced.I mean, it’s those who are never satisfied who make the biggest change and impact in the world, right?Well, maybe some of them do, but there are plenty of people who do it without this philosophy. In fact, when you think about it, never being satisfied with your progress just seems like a great way to . . . never be satisfied.Not exactly a shortcut to happiness, is it?Give yourself time, forgive yourself for imperfections, and talk to others who’ve been through tough times before. You’ll be amazed at what this will do for your psyche, your productivity, and your happiness.

2 Minute Action:

You have 2 minutes to do one of these things:

• Set up a call with a mentor
• Write down 5 good things a close friend would say about you.
• Look yourself in the mirror and say "I forgive you for not being perfect."

You've only got the rest of your life left.Let's go.

Your Ping Pong Table Is Not Your Culture

Let's make something crystal clear.Company culture is NOT how many Nerf guns are in your office.It’s not about having a ping-pong table.It's not the kitchen, the snacks, the sweet standing desks, or the Keurig, either.Company culture is how you treat each other when the work gets hard, when the environment changes or when the house of cards crumbles.Company culture is putting in the emotional labor required to respect others and to keep grinding together.That said, you’re allowed to feel frustrated, angry, upset, sad, envious, all of it. You’re allowed to feel however you feel because that’s how feelings work. The next thing that happens though, is the important part. The next thing that happens after your feel something is how you react.The important part is how you choose to react to your work family when you’re operating on little sleep, a bagel, and 3 layovers.The important part is being the bad guy and calling out your teammates for not following safety protocols you all agreed on together.The important part is pulling a teammate aside to figure out why they aren’t acting like themselves.The important part is realizing you’re not acting like yourself and changing your behavior.The important part is working through the most critical problems first, even if you’d rather be working on something else.In fact, this is more than company culture. This is an Operating Religion.An Operating Religion is the world-view, values, and actions we choose to hold in order to best serve our clients, customers, teammates and the other humans on this pale, blue planet.This is the belief system we use to show up as our best selves and build something much bigger than ourselves.When we are a united front, that's when we do our best work.When we're committed to each other, that's when we get things done.When we're honest with each other, that's when we have the best output.

2 Minute Action

If you work on a team or if you fly solo, you've got culture.Culture is your religion. It's the value system you're obsessed with.Not sure what your values actually are? Run a quick Google search for Values Assessments. There are plenty that are used in high-functioning organizations.Start with this one.If you can already name your top 3-5, put them down in a list.Next to them, write one thing that you will do today that's in line with your values.Example:- Kindness - (Write a thank you letter and hand it to the mechanic who saved you $40 at your last visit)- Friendship - (Set up a skype call with a friend overseas to catch up)- Usefulness - (Donate something that you don't use or need anymore)