The Relentless Pursuit of Perfection

I drive a Lexus. I don’t say that to be pretentious. While it’s a luxury automobile it still is just a car. I’m on my second Lexus and it’s still amazing to me that the first one lasted eleven years. It’s now been three years for Lexus number two and neither one was a new vehicle purchase. That speaks volumes in this quality-starved era.

Back when I purchased by first Lexus I remember the slogan was the “Relentless Pursuit of Perfection.” That word “relentless” intrigued me. When I pictured the slogan I saw a race with a Lexus automobile in front of many nameless vehicle brands. Yet ahead of the Lexus and unseen is a foe or competitor yet to be overtaken. Lexus is in pursuit. To me that visual and the words “relentless pursuit of perfection” are extremely powerful. What if we as a credit union movement or any of us as individual credit unions had the slogan that indicated that we were in the relentless pursuit of perfection? Is it a lofty, grand, audacious goal that is out of sight? Or is it a potential promise of greatness that can inspire us? As you ponder those questions, let’s consider what those words really mean.

Relentless. When I think of something being relentless I think of a persistence that fails to yield no matter what the cost. There’s a focus and a passion that fuels the drive. Some might tend to see the word in a negative sense but I prefer to think of it in the most pure meaning which is steady and persistent. What could we achieve in the credit union movement and in our own credit unions if we were relentless about service…relentless about reflecting our difference compared to banks and not just blending in…..relentless about truly educating our members and making them financially successful instead of just selling them products and collecting the associated fees. Some of us are relentless in these areas and the results speak to the success. But some of us have acquiesced and our credit unions do not appear that much different than a bank.

Pursuit. A pursuit is a quest to achieve something worthwhile. It is something that you strive for on a regular and consistent basis. It is not always easy…that’s what makes it a pursuit. But the reward….the pot of gold at the end of the rainbow…..whatever that may be makes it worth the effort. I liken what we do in our credit unions to a pursuit. We are helping our members achieve financial success. We are teaching and educating them. What we do can make a difference to a member for their lifetime. It’s important and it’s significant! Money and the state of one’s finances are sacred. As a credit union we are entrusted with this precious resource. Isn’t the quest to make something truly exceptional from it worth the pursuit?

Perfection. Now when it comes to perfection you may think of the perfectionist for whom nothing is good enough. This is not what I see when I think of perfection. Instead I think of excellence and the highest degree of quality. I think of something that is superior and almost flawless……in two words—World Class. Someone who is chasing this kind of perfection is never satisfied for long because they know there’s more that can be achieved. They are always looking at how to improve…..how to be better. They don’t rest on their laurels and they are always slightly uncomfortable.

I think in the early days of the credit union movement we were in the relentless pursuit of perfection. We were young and as the underdogs in the financial industry we had something to prove. We had a mission and vision that inspires us. Well, we’re not that young anymore as the movement just celebrated 100 years. And while banks have the bulk of market share, in certain areas of the country credit unions are a prominent force. However, what remains the same from our early days is that we still have a mission and vision to pursue. Debt levels are at an all-time high and many people are sorely lacking in financial literacy. Credit for those who need it is frozen. And there is a massive lack of trust in banks and in the financial system as a whole. Credit unions have the opportunity to be that beacon and light at the end of the tunnel. But to do this we must stand out from the crowd not blend in. When banks and others retreat we must charge forward. We must be that car that is out front leading the race. What are you doing at your credit union or your business to achieve the relentless pursuit of perfection?

Your Ultimate Aim

I have a wonderful inspirational book by Max Lucado that a dear friend gave to me as a Christmas present. For each day of the year it has a Bible verse focused around a specific theme followed by some insightful thoughts to ponder. On Monday, I picked it up and the theme was particularly relevant, “Christ’s Ultimate Aim.” It talked about how Jesus was always able to stay on track and on target. He kept his life on course. A quiet, reverent “wow” flashed through by mind. How many of us could make that statement today? I was struggling just to decide on all of the things I wanted to focus on for my staycation!

As I continued to reflect on this thought, I realized that Jesus’ life was probably not very different from ours in terms of having his attention tugged in many directions or having many possible paths that he could take in life. He could have had any “career” that he desired. He was popular and well-known which certainly could have gone to his head. People made constant demands of him that were in their best interest. It would have been easy to experience a sense of being overwhelmed and stressed. Yet, Christ remained centered and chose a humble route to be a Savior and save souls. He focused relentlessly on this one task and was not deterred.

So what can we learn from this kind of discipline and devotion? First, we have to decide what our one thing is to accomplish in life. Yes, I know….you can’t just choose one thing, right? But then again, why not choose one thing? Wouldn’t the results from a singularly purposed life be infinitely larger than the results from one made up of a sundry of pursuits? That doesn’t mean that you only do one thing but your purpose is focused on one theme. That most likely will mean a number of goals or objectives around your theme.

Once you decide your one thing or purpose, commit it to writing. In fact a life plan as recommended by Michael Hyatt, CEO of Thomas Nelson Publishing, is an excellent idea. There’s something about the written word that instills commitment and keeps us on task.

Finally, refer to your purpose often. Let it inspire you. Let it guide you. If you have truly chosen your tailored life purpose, it will be your ultimate aim. You will stay on course and on target. It’s never too late to choose a life purpose. Why not take some time today to refine your ultimate aim?

Tribute to Michael Jackson, The King of Pop

I will never forget June 25, 2009. Despite a number of important events happening on this day including a long time friend’s birthday and a credit union board meeting in which I was the stand-in recording secretary, this will forever resonate in my mind as the day we lost Michael Jackson. A line of sand has been drawn in my life along with others as the time with Michael Jackson and life after Michael Jackson.

I grew up with Michael and the Jackson 5 like many others and being only two years younger I identify closely with him from a generational perspective. Like all teenage girls, I fantasized over Michael, dreamily sang the songs and lusted after him. Back then we regarded him as quite sexy……with that king-sized afro, slick dance moves and shy demeanor he was so fine! I never had the opportunity to attend a live show during my teen years so I made up for it by collecting each and every album and single 45 (Gen X and Y probably don’t know what a 45 is) record that I could get my hands on. I still have many of them although some of the older albums were lost.

So it went without saying that once the Victory Tour was announced, I was going no matter what it cost. I participated in the now famous lottery method that was used to sell tickets. Yes, it was not the traditional approach and was more expensive since you were required to purchase four tickets but none of that mattered to me. It was my last chance to see Michael as a part of the Jackson 5 or what was now billed as the Jacksons. Michael’s solo career was taking off and the Jacksons were well past their heyday….he would be moving on after the tour. The Victory show was up until that point the best show that I had ever seen. My purse was stolen that night but I was so high on Michael my angst over it passed relatively quickly. Luckily, it was returned intact with driver’s license and photos the next day minus the money of course.

A few years later, Michael announced the Bad Tour. I was there. It still ranks today as the best live performance that I have attended. Michael is the consummate performer. No lip synching or long wardrobe changes here. For two hours he sang, danced and mesmerized us like no other. In fact, I remember thinking I didn’t know how a person could have so much stamina to keep up such a pace. He was absolutely incredible.

After the Bad Tour, you all know the story. He had a few more albums released and some relative successes. However, the days of Off the Wall, Thriller and Bad were gone. He seemed to descend into an abyss of eccentricity and just general weirdness. It was both confusing and sad because his talent could never be denied even during this time. I watched him during the Super Bowl performance in 1993 when my beloved Dallas Cowboys triumphed over Buffalo and the show was simply amazing. How could someone who takes such command on stage be so bizarre and reclusive at the same time….the duality still perplexes me.

So here we are….MJ is gone and we are all left grappling with the suddenness of it all. Along with his family we are mourning as we take comfort in the memory of his enormous talent, his heart for making this world a better place and the legacy of music which will live on. It is these qualities for which I choose to remember Michael, the indisputable King of Pop.

Looking Through the Windows….I see the
Man in the Mirror….and so now
All I Do Is Think Of You….as I
Remember the Time….remember the
Thriller….. remember….
The Good Times….and remember
The Way You Make Me Feel……you’re not only….
Mama’s Pearl…..you’re……..
Another Part of Me………we all love you and we
Never Can Say Goodbye…..instead we’ll just say farewell for now until
Maybe Tomorrow…….where we’ll hear you say eternally……
I’ll Be There.

Why I Twitter

If you’re scratching your head wondering what “Twitter” is or what it means, you’re not alone. This new hip micro-blogging social media platform is just now beginning to go mainstream. In April, Oprah sent her first “tweet” to answer the question “What are you doing” in 140 words or less.

There are a number of articles out there explaining what Twitter is and why you should use it, so I won’t expand here. You have probably gotten an idea from my first paragraph. Hints: micro-blogging, social media, “what are you doing” and 140 words or less.

Rather, I want to share why I, a 40-something boomer or most recently I learned a jonesy (jones generation), have embraced the Twitterverse. Put simply, it’s brief and concise, it’s up-to-the-minute, it’s easy, it’s free, and it’s so cool. What better way to let friends know what you’re doing and as a by-product establish your personal brand? It’s also a great way to connect with new friends and contacts in a way that has not been seen up until now.

My goal with Twitter is to allow those who choose to follow me and view my updates a glimpse into who I am personally and professionally. I tweet about my life, my likes and dislikes, my goals, my dog, my family, and of course, my job as a credit union VP. I’m promoting Carolyn Jordan who happens to work in the credit union movement at Neighborhood CU. It’s my hope that those who get to know me will feel an emotional connection that provides and inspiration or resource that they can use in their life. If they happen to need a financial institution maybe this connection will encourage them to use my credit union. The other side of the coin is that credit union employees and members will get to know me better as well through that same emotional connection.

Someone said a while back that Twitter was like one big chat room. Well, there may be some credibility to that statement…..but it’s so much more than a chat room. It’s hard to explain. With Twitter, I have a ready source of followers in which I can connect to instantly and glean insight. I get the news much quicker than any other source I have used previously. It’s real time….happening right in the moment. And it’s a cool way to record my day and revisit at day’s end. It’s just plain fun…..a wonderful stress reliever.

I wasn’t surprised when my boss, the CEO of our credit union asked who uses Twitter at a recent management meeting, I was the lone ranger. I held up my hand proudly! I know most of my colleagues don’t get it. Someone said it’s too much to keep up with because of the constant updates. Someone else said, isn’t there something similar on Facebook? And others just don’t understand the novelty in answering the question “what are you doing” throughout the day. Hopefully, someone will take the plunge and try it. I did and it has changed my world…..for the better……or as we tweeps say….for the twitter.

Cafe Lago - A Study in Entrepreneurship

There is something that I absolutely love about neighborhood cafes. They are often unique, individualized and very personal to the owner and the clientele. And most have excellent service as they know their patrons intimately. One of my favorite places in the Casa Linda area of Dallas is called very aptly Café Lago. It is located underneath an apartment development near the vicinity of White Rock Lake, our “urban oasis” within the city.

It’s fascinating to watch the owner, Gaby, in action. She is very much a hands-on entrepreneur who likes to be in the action. I get the sense that she probably has struggled with delegation like all driven managers, leaders and owners. In fact, she recently made the decision to close on Mondays which I suspect is a way to bring more overall balance to work and family life. She takes pride in the café and wants things to be right….after all it is a reflection of her. I can tell that Gaby is a driver personality which could make it a challenge to work for her. However, as driven as she is apparently, it is also quite visible to see how much she cares for her staff and her customers.

I dine there frequently on the weekends. It’s a respite for me from the stress of the week. I often sit on the patio and people-watch, read or just observe nature as the birds congregate at the fountain. It struck me today what a great study this would be in customer service, sales and entrepreneurship that can be used in any business for a manager or leader.

Attention to detail. The interior has a minimalist theme and is very tasteful. There are fresh flowers on each table…nothing imposing just a stem or two in a small vase. The flowers are changed out daily or at least several times per week. When I go in on the weekend on both Saturday and Sunday, I notice different flowers each day. On the walls spaced nice and evenly are hanging vases with the same types of flowers as you observe on the tables. It’s a very nice touch and a good way to bring nature inside and make people feel like it is home…a familiar place. Any good entrepreneur, leader or manager knows the importance that attention to detail can make in subtle marketing and providing a positive experience for the customer.

Being accessible and engaging with the customers and employees. I firmly believe that the best managers are out on the floor in the midst of the action instead of sitting in their offices observing from afar. Gaby is always out on the floor. She chats with the customers, takes orders and serves the food. She shows her staff how to do it. I recently watched her coach an employee on how to wipe the table down properly. She instructed her to use broad strokes to cover the entire table so that the customer does not feel any stickiness or residue. She further coached that a quick wipe down using short strokes may appear to “look” clean but if there is anything left the next customer will “feel” it. Broad strokes across the table eliminate this possibility. I listened in awe…never thinking about it this way. However, I could recall plenty of tables at other restaurants that I had to wipe myself because it was still dirty upon touching the table. I’ve never had to do this at Café Lago….hmm.

Tailoring the product and service to your niche. One of the reasons why I like Café Lago is their healthy and innovative approach to food. It has long been a signature of the restaurant before everyone else got on the bandwagon and they do it extremely well. It’s their differentiator. Each week there are specials that are not normally on the menu so it whets your appetite and encourages you to anticipate them. The special dishes are always inventive and fresh. The menu is not designed to attract the masses although there is something there that I believe everyone should like. However, for the everyday gourmet person it is pure heaven.

Pricing for value. The first time I went to Café Lago, everything was ala carte. My first thought was that it was expensive for a café. And indeed it was more expensive than some of the other breakfast and brunch places that I have frequented. However, I was quickly sold by the great taste, the uniqueness of the dishes and healthy preparation along with the great presentation. Many of the dishes you truly cannot get anywhere else and it truly is a great value. The portions are just right….not too small and not too big. The idea is for you to leave pleasantly full with enough room for dessert if you wish. And the desserts….well that’s probably another story…..they are delicious! It’s not low cost but it is definitely the best cost for the value.

Presentation is everything. At Café Lago presentation is everything and the staff takes it to heart. Coffee is served in an over-sized china cup complete with the saucer and a spoon on the side. Their fruit cup has thinly sliced seasonal fruit especially arranged by colors to invoke the senses. I once saw Gaby have a meal returned to the kitchen because while it had all of the food for the dish, the presentation was not complete. I didn’t think it made much difference until I saw it come back out. Wow! Recently I was there for a late lunch/early dinner and decided to have dessert after seeing it on another couple’s table. I knew I probably would not be able to eat all of it so I asked the server to go ahead and place it in a to-go container so I could just take it with me if I could not finish it. He nodded but returned with the cake on a white saucer served full presentation style. He said, “I insist you try it this way…it will be no problem to wrap it up once you are done and it will make all of the difference.” He was right. It just “felt” better and I almost ate the entire thing. As he promised, he promptly wrapped the small portion that I couldn’t finish.

Being a presence in the community. Gaby lives in the Casa Linda area and so she knows it well. She has long been a community advocate allowing local artists to post their work in the café as well as hosting local musical talent on select nights. She supported President Obama during the campaign and sponsored watch and inauguration parties for other community supporters. She recently joined the board of Family Outreach and has had some activities to promote their cause. This month she’s helping in a drive for a local Catholic school to round up Alumni. She is also giving away a free breakfast for two to finishers of an upcoming Family Outreach race. These are just a few examples of her community passion.


The folks at Café Lago are not perfect. Like any other business, they have their share of service snafus. However, what makes an impression is how they are eager to serve and if there is mistakes they make it right….immediately.

The service, sales and marketing basics presented by Café Lago are the tenets of cultivating a loyal following. A new breakfast restaurant just opened up near their location. I visited twice just to see what it was like. It was nice but it’s not Café Lago. And what is strange is that Café Lago is as busy as ever. How many other businesses would love to see this kind of result when a competitor moves in?

An Urban Oasis

We are almost into the third month of 2009 and this is my first post. Wow, how the months have flown!

On an impulse today, I decided to visit White Rock Lake which is a popular spot in east Dallas. Often called an urban oasis, it is truly unique in that it sits right in the core of the city but yet transports you to nature that seems so far away from the concrete jungle that surrounds it. I entered on Poppy Drive which is not a usual approach and encountered a glorious site of birds frolicking in the water....ducks, cranes, geese....it was truly magnificent.

I sat in the car for a while as it was cold and windy. Beckoned by the sun, I ventured out for a closer look and a goose was near the parking lot presumably begging for food with a loud cackling. I walked out on the wooden pier to gaze out at the lake and feel the sun. How could I be so close to such a beautiful place and not visit it more often? I live less than 5 miles away and rarely come here. This is the perfect prescription for stress relief, relaxation and inspiration. Note to self: "Remember the Lake when I need a break." I said goodbye to the gaggle of geese.

Scene Two - I walked back to the car and decided to drive to another part of the lake since you can't make a complete circle in an automobile. The next spot took me high up on a precipice so that I could look down at the paths and the water. Beautiful! I saw cyclists, runners, walkers and people with their dogs walking. There was such much activity and all of the participants looked as if they absolutely loved it! I closed my eyes and imagined what it would be like to just walk the path along the lake with the sun on my face....pure bliss and a surreal closeness with God is the best way to describe my feeling.

Scene Three - I drove to my usual spot when I go to the lake. It's called Winfrey Point and is also on a hill. I watched as several people went down the hill with their dogs. One couple with a tenacious and rowdy dog headed down the hill. The woman hesitated as the man and dog eagerly made their way down to the lake. I guess she changed her mind as she waved at them and then promptly returned to the car. A few minutes later, a dog unleashed and apparently very happy about it ran as if he had no bounds. He marked several spots as his owner whistled for him and finally decided to heed and return to the parking lot. You could sense and feel the freedom that that dog must have been experiencing as he absorbed nature around him.

After two hours I reluctantly decided that I need to get back to the house. The usual weekend errands and to-do's were waiting for me. I sighed with a deep breath and slowly drove out of the park taking in the trees, the park benches placed strategically for optimal lake viewing, the sculptures and two final dogs running and playing together. I finally arrived at the street and as the traffic approaches on Loop 12, I'm readily reminded that I'm still in the city. It took five minutes to turn onto the street!

But ahh...., just within that busy thoroughfare, just within a few miles of my house, lies an urban oasis and rejuvenation.

Photo Courtesy of bmarsh011