21 Days and Counting to Exercise as a Habit

They say it takes six weeks to create and ingrain a new habit.  Well, I'm halfway there.  Twenty-one days ago I decided that I needed to make daily exercise a habit.  I was inspired by an e-book entitled What the Most Successful People Do Before Breakfast.  I reasoned that if I could reshape my day by arising earlier and committing to morning exercise, I might just be able to be one of those diligent fitness fanatics that I envy.  So far, it's worked.  There have been a few days in which I have had to get my workout done in the evening and I'm not beyond closing down the gym to the very last minute.  However, what I discovered over these past weeks is that exercising is easier and what's more I actually crave it. Now that's truly amazing.

This sudden change is explained best in an article that I recently read on what happens to our brains when we exercise and how it makes us happy. Of course, we have all heard about the endorphins that are released which bring on a feeling of euphoria but there is actually real science behind the magic of exercise.  The article states that there is a protein, BDNF (Brain-Derived Neurotrophic Factor), released in the process of exercise that protects your brain from stress.  Leo Widrich, the author of the aforementioned article, states that BDNF and endorphins are the reason that exercise makes us feel good. He further points out that regular exercise is what maximizes this happiness.  So making exercise a habit is not only physically healthy, it is emotionally healthy as well. 

That's enough proof for me.  Exercise is better than drugs and what's more it's natural and legal! What more do I need to continue on my journey to six weeks of daily exercise?

There have been a few tips that have kept me on the straight and narrow to being consistent over the last twenty-one days.

• I chose a primary method of exercise.  I love walking and to be consistent, the treadmill is the best method for me.  A home treadmill or one at the gym both work well.
• I chose morning workouts. This has made all of the difference for me. It starts my day off on an upswing and my workout is finished so that I am not deterred from unforeseen circumstances.
•  I chose a small motivator. I use Foursquare to check into various places. I check into my gym using this social media application and record my results. It allows me to share it with my Twitter followers (accountability) and the application responds with encouraging feedback (you've been here 21 days in a row). As a reward for my frequent check-ins, I recently stole the mayorship of my gym, Planet Fitness. Sweet!

I'm well on my way to a daily exercise habit and I'm sure my heart and body thank me.  But my mind and soul, two participants who unknowingly have come along for the ride may be the biggest benefactors. At any rate, I'm thoroughly enjoying the journey.

From Lawn Service to Banking – Can You Solve My Problem?

In a recent meeting, I took my team through an exercise. The charge was to think about what problems our members might be looking to solve in which we, as a financial institution, could assist. I recall them looking at me quizzically as I split them in teams to work on the project. It didn’t help that I purposely assigned them to someone they may not have chose to work with on their own.

The discussion started and they soon came up with a list of items to present. It was interesting that they saw things from their point of view. One had student loans and thought that it would be nice to provide a program for refinancing them at a low rate. Another felt that the branches should take time to educate members. They all need to be financially educated, right? Another one started out by saying that she was discussing member complaints and talked about all of our products that could help the member. There was some good feedback and thoughts as a result. However, I couldn’t help but think that perhaps we had not quite hit the mark.

“Great” sales people think that because they are so skilled at what they do they can force or coerce consumers buy. The reality is that people buy when they have problems that need solutions. Yes, you can sometimes make the sale to that impulsive buyer or browbeat someone into purchasing your product. Those situations are short term and could also be argued that the purchase of the product solved the problem of not having to continue to talk to the salesperson!

Today, I had a problem. My lawn needed mowing and I had not taken the time to call the service in advance that I normally use. I called this morning and received a voice mail message.  I had never received a recorded message on previous occasions. Normally someone answers, requests your address, and then it takes several days for them to arrive.  Resigning myself to the fact that I might not get this task done today, I had already began thinking about how I would delegate this to my son before I leave to go on vacation. Suddenly, the door bell rang. I saw the van through my peephole and was pleasantly surprised. As I opened the door, the young man said, “Would you like your lawn mowed?” I smiled and exclaimed, “Yes, I would like it mowed!” I peered at the truck and the young man read my mind, “We’re Nick’s Lawn Service”, he said. I smiled again as I recognized the name.

They got started right away, trimmed some bushes in addition to mowing the grass and even moved some bags of leaves to the front that my other service conveniently left in the back. I was a happy camper. My problem was solved and the solution came to me right when I needed it.

There are some lessons here for financial institutions and service providers.

1) Recognize that people open accounts and apply for loans because they have a problem that needs to be solved. Are you in their purchase path as they make buying decisions to solve their problems? Or are you waiting for them to follow your recommended plan of action and approach the process your way?

2) Consumers buy on their time. Are you aware of proper timing as it relates to an individual’s purchase path? Is it the right day of the week, month, or season of the year for a respective purchase?

3) Convenience is valued above all and consumers are in short supply of time. Are you marketing and selling in real-time when consumers need you? Is the process simple and easy from the buyer’s perspective?

Remember, I didn’t have time to call in advance. Nick’s Lawn Service came to me right when I needed them. It was Saturday and they remembered that they had done business for me on Saturday previously. I’m also sure that they are aware that Saturday is a prime day for lawns to be mowed. Finally they are probably cognizant that people are time-starved and so they make it easy by just stopping by and asking for the business.

Is your financial institution proactive and aware of real-time service like Nick’s or is it more like my other lawn service that has yet to call me back?

What’s Wrong With Being A Chevrolet?

What automobile best personifies your credit union? I asked this question recently at one of my marketing team meetings. Everyone thought for a second and the answer that was most prevalent was “Chevrolet.” Well, I thought, that’s not very sexy. Chevrolet…..it sounds so basic, so middle class, and so bland.

Then I attended the DFW Auto Show in Dallas this past weekend and I had an epiphany. When I entered the showroom what automobile maker was front and center? You guessed it. It was Chevrolet. The display of cars and trucks was huge! The coveted Corvette had a special place all of its own. And the Camaro Z21 was prominently displayed on the rotating stage as if crowned the reigning king of Chevys. There was a widescreen video production celebrating the work horse truck of them all, the Chevrolet Silverado.

That’s when it hit me. I grew up with these cars. My grandfather had a Chevrolet truck and my father owned Chevrolet cars. My brother has owned two Chevrolets before he moved on to Mercedes. Heck, I owned two Chevys as well before I switched to Lexus. This basic, middle class, sometimes bland vehicle was the foundation of my family lifestyle automobile ownership. Even though I haven’t owned a Chevrolet in years, there was an emotional attachment that I could not deny.

So what’s wrong with Neighborhood Credit Union being a Chevrolet? Like Chevrolet, we have a long solid history. We’re the oldest credit union in Dallas with 82 years of serving members. Chevrolet has been the car of many generations of families and has served the middle class well. With a foundation of family membership and a member base that is largely working middle class Neighborhood CU is very similar. Our original field of membership was the U.S. Postal Service and our postal family still has a significant presence. We have transitioned from a credit union with products that are largely traditional to innovative products that are one of a kind for the Dallas-Fort Worth market such as our Prize Savings. Chevrolet has the most modest of cars to not one but two premier sports cars. Let’s not forget that the Silverado was the only truck that made it through the apocalyptic world shown in the 2012 Super Bowl commercial.

Lisa, the spokesperson on the Chevrolet stage at the auto show, said in referencing the Camaro Z21, “It’s the spirit of the past with a futuristic thrill.” I think that sums up the Neighborhood CU brand very well. I don’t mind being a Chevy at all.

Did I mention that our CEO drives a Chevrolet Tahoe? As they say, Chevy runs deep. And so does Neighborhood Credit Union.

My Favorite Things Week - It's a Wrap!

It's December 4, 2010 and My Favorite Things Week has officially ended. So how did it go and what did I learn from a week where it is all about me? Well, first and foremost, it is never all about you. While I had plenty of "me" time, I also shared with others and that quite frankly is what makes the difference.

Because I'm a workaholic and I view a project as my personal signature, I spent Monday and Tuesday working on a checking restructure project that I am spearheading. Things went well and by Tuesday I was feeling good about the progress even though I'm out of the office. With the exception of four emails that I had to send on Wednesday morning, I managed to not log in to work email for the rest of the day. Can you say liberating?!

1) Health and Exercise - I had good intentions but didn't get to the gym until today. However, I did take some brief walks with Sydney which were better than nothing. I was most proud of today as I committed to a workout early in the day and followed through with a 60 minute session on the treadmill at Planet Fitness. I am going to commit and take it one day at a time starting with the goal to get a good nights sleep.

2) Learning - I arrived early for my Calculus test and felt reasonably good about it once I finished although I did run out of time. I didn't make an A but I did earn a passing grade..yes! My instructor told me that he could see a great deal of improvement and that really made my day.

3) Touch - I had a spa day on Thursday from 9:00 am to 2:30 pm. It was amazing. My massage therapist was an unexpected male (this is the second time excluding my son) and I was initially uncomfortable. He must have sensed it and did a great job of easing my mind. It was one of the best massages I've had in quite some time and he worked the kinks out of my shoulder in expert fashion. Afterwards I took an evening nap at home which is a luxury in which I rarely indulge. Can you say ahhhh......

4) On Stage - The Trinity River Plays was a special treat on my birthday. The three act play was phenomenal and took me back to my teen years on through adulthood. With themes of loyalty, betrayal and family it was extremely powerful. The second act brought me to tears and evoked feelings that I had not experienced in a very long time. Kudos to Regina Taylor and The Dallas Theater Center. You made my 50th memorable.

5) Eat - My 50th started with a fabulous brunch at Breadwinners in the courtyard. I was in New Orleans heaven. And with my son and niece to share it with, my birthday brunch was indeed special. What more can I say except that it was food for the body and soul.

6) Music - Well, I didn't do the Jazz in the Atrium as scheduled. Instead my son prepared a 70's and 80's funk music mix for me that was out of this world! I jammed all the way to Glen Rose and back to Dallas. The best part is that my son drove the entire round trip so that I could thoroughly enjoy the ride and the music. Parliament, Rick James, Bootsy Collins, Jackson 5 and Prince.......oh yeah!

7) Family - I was blessed to have all of my family with me for both our traditional birthday dinner and breakfast the following morning. We closed out the restaurant and lounged at both the bar and the fireplace. It was such a special time for which I am tremendously thankful. This was again a most memorable experience.

8) Travel - I didn't make it to Ennis and the drive-in theater so this goes on my future list. But the travel to Glen Rose was a nice break and soothed my spirit.

My Favorite Things Week is a wrap for 2010 but it inspired me to make some of these things ongoing and not just a once a year objective. What a change 50 years makes but I can say that it is a good change and one that I embrace.

My Favorite Things Week

Tomorrow starts the one week countdown to my half century birthday. Fifty years old.....I can hardly believe it. I've made it! How can I explain the myriad of feelings? Let's see joy, relief, astonishment, gratefulness, humility, contentment, happiness and no sadness whatsoever. I'm proud of my age and feel quite blessed.

That's why I am embarking upon a My Favorite Things week to celebrate. This is one time where it is all about me and I am going to celebrate Carolyn Jordan. Each day during My Favorite Things week, I will post my fave for the day,

So here's what I am about....the essence of Carolyn.....and what I want to do to commemorate my landmark 50 years.

1) HEALTH AND EXERCISE - I believe in the power of good health and exercise but I haven't committed this past year. I will use My Favorite Things week to get on track and truly cultivate this important habit. After all at 50, waiting any longer could literally kill me.

2) LEARNING - I love learning and embrace everything about it. I love the process, gaining the knowledge and applying it. I soak it up like a sponge and I take great pleasure in reading. So for my birthday week, I will attend my Calculus class on the scheduled days with one day actually being my birthday. The other day is a major test in which I am going to strive for an A. In between, I'm spending reading time with my Nook.

3) TOUCH - I love to touch and be touched. It's comforting, soothing and relaxing. For my love of touch, I'm treating myself to the Indulgence package at The Spa Crescent. It's four to five hours of pampering with a spa lunch.

4) ON STAGE - We're always on stage. The performance transports and immerses us in the experience. Theatre is the epitome of being on stage and if its well done we become introspective and discover a connection which can empower us. I'm going to see the Trinity River Plays at the Dallas Theatre Center which is the creation of a fellow African-American female from Dallas, Regina Taylor.

5) EAT - I relish an exquisite meal with exquisite atmosphere. It's a delight to the senses. Breakfast at Breadwinners on my birthday is my treat to feed the hunger and the soul. It's also my way to make a quick and delicious trip to my beloved New Orleans.

6) MUSIC - Jazz, jazz, love it! And what better way to experience it than in the Dallas Museum of Art (DMA). That's my stop on Thursday, Jazz in the Atrium.

7) FAMILY - Family and a good meal is a bonus. For my 50th I'm dining with my family at Rough Creek.

8) TRAVEL - Traveling engages the senses, enhances knowledge, and is the impetus to encourage you to try new things or maybe rediscover some old things that have been long forgotten. I'm traveling to Ennis to rediscover the classic outside drive-in at Galaxy. Seeing Denzel in Unstoppable! Then on Saturday I'm staying overnight when I travel to Glen Rose for my Rough Creek birthday dinner. So excited!

That's my special week where it's all about me. Check in each day to follow up on my adventures!

Don't Forget to Ask About Dessert

This past Sunday I was having brunch as I often do at one of my favorite spots, Cafe Lago. The waitress recognized me as a regular and I recalled her as well. It had been a while since she served me. The weather was beautiful.....sunny and high 60's.........so the patio was full and it was busy. I placed my order and then sat back to enjoy the view.

My food was delivered promptly and after savoring it I thought dessert would be a nice ending. I waited for my server to bring by the dessert plate or ask what I would like. Imagine my surprise when she handed me the check! She didn't bring the dessert plate, she didn't ask me if I wanted dessert and here was my completed check!

My first thought was to just pay the bill and get a treat somewhere else. But since I really did want one of their special desserts I asked her to add it to the check. It was a good meal and an okay experience. However, it would have resonated more highly in my mind if she had been the one to ask me about dessert instead of the other way around. She was focused on the mechanics of serving: take the order; deliver the meal; deliver the check; etc. She should have been focused on me and what I may have want or needed.

It occurred to me that our credit unions and other financial institutions may be very similar to this restaurant. The staff goes into process mode when it is busy and just works to get the basic job done. They forget about treating each member as a unique individual and discovering what they may need or want. Sometimes it may be that a series of questions need to be asked. Sometimes it may just be one question. Opportunities to expand the relationship and cultivate loyalty are often missed by the failure to ask.

So I wonder how much business is being left on the table? How many member needs are going unmet? How many members are giving us some of their business but going elsewhere to a provider that will ask them about their wants and needs? How many times are our employees failing to ask our members about dessert?

A "Rough" Experience

I just got back from an absolutely fabulous stay at Rough Creek Lodge in Glen Rose, Texas. Rough Creek is a small resort nestled in the Texas Hill Country with just under 60 guestrooms and suites. It was a last minute getaway that my niece and I planned for some pampering and relaxing. I’ve visited this resort on several occasions and my stay is always a memorable experience that resonates in my mind as world-class.

However, this brief stay was different. Because of some recent project work related to service excellence my observations and expectations were heightened. I was pleased to see that on this occasion the bar for service has been raised even higher and it struck me as to how much can be gleaned from this resort by anyone in the service industry.

Make the Introduction an Event
When we checked in it was quick and simple. I was immediately called by name and welcomed warmly. We received an arrival bag with some snacks, bath salts and important information about the resort. Inside the bag was a card addressed to me with a special welcome message from the general manager. What an intro….my only thought was wow!

Provide Unparalleled Value
The room rate is what some would consider expensive but it oozes with value…..value that you don’t see often. A five star dinner and buffet breakfast is included complete with gratuity. Wireless internet is included along with DVD movies. In-room coffee, bottled water and snacks are complimentary. There are also a myriad of activities that come with the room rate. This is a unique feature that you will rarely see at other resorts. Other value-adds, included a special appetizer from the Chef beyond the standard appetizer at dinner. At breakfast, the Chef sent over a special blueberry pastry.

Execute Flawlessly and Consistently
From the moment we arrived until the minute we left, everyone called me by name. Before dinner, the host asked if we would like a complimentary photo in front of the fireplace adding that it would be emailed to us. I received the email with photo before dinner was over on my Blackberry. Now that’s service!

At both dinner and breakfast we were pampered shamelessly. When they said, “we will take care of everything” they meant it. At checkout, we received a departure bag filled with snacks and fruit. This is thoughtful as most visitors drive to the resort and have an hour or more drive back home.

Executing flawlessly does not mean that there will not be snafus. The difference is that when you have these snafus you recover seamlessly and you have systems in place to do it. On another visit, my niece found a small spider on her dessert at dinner. The chef came over to apologized personally, she was given another dessert, a credit was made to the bill and we received a note of apology from the general manager the next morning.

Today as we were checking out, the line of guests became quite long relatively quickly. The cashier immediately called for help and someone arrived promptly. The resort was respectful of the guest’s time and had systems in place to minimize the wait.

So what can those of us in credit union land or anyone in the financial services sector learn from the Rough Creek experience?

1) A transaction or interaction is an event. What can you do to make it a positive and memorable experience?
2) A wow beginning and ending keeps your organization top of mind and leaves an impression. What can you do to enhance your intros and endings?
3) Instead of leading by price consider how you can add value for which your members and customers will pay. Know your market and tailor your products/services to their needs.
4) An experience does not just happen. It is “operationalized” meaning that there are systems in place to ensure that it goes as planned and that it is consistent. Think Disney.

A Rough Creek experience is not easily duplicated. That’s what makes it unique and that is also what makes it one that can demand top dollar. What can you do today to begin making transactions and interactions a positive and memorable experience for your guests (members and customers)?

#GAC10 – THE START OF A REBOOT?

GAC is known in many circles as a credit union CEO and board members conference. This was reinforced to me this year as I met two or three board members for every credit union staffer. In recent years though, other senior management staff has attended and I’d like to think that the CUNA Councils enhanced involvement have played some part in this transition. One thing GAC is not known for is resonating particularly well with anyone that is under 30 years of age. That changed decidedly this year.

The 2010 CUNA Governmental Affairs (GAC) Conference had a new energy and a new passion all initiated by a very unique group of attendees call the Crashers. The GAC Crashers are a small group of credit union professionals under 30 who decided to “crash” the GAC and align their own cost-effective conference alongside the behemoth CU conference of the year. The idea was to use hostels as economical housing, participate in free networking events and have conversations with credit union leaders.

To their credit, CUNA decided to embrace the Crashers and granted some scholarships to GAC. Well-known leaders from various credit union organizations led the Crashers breakout sessions. I have to say that some of the topics were more interesting than the standard GAC breakouts and had me wishing I was a Crasher so I could attend!

I’m one of the “old” folks but I enthusiastically support the “crash” concept. The ingenuity, creativity and pure brashness of it all intrigued me. These young professionals are the real deal and from where I sit the future looks bright with them at the helm. Their innovative mindset and collaborative spirit speak to the credit union movement that I joined some thirty years ago. To talk with them and feel their enthusiasm is like a breath of fresh air. I loved it!

I’ve attended GAC for a few years now but this year felt decidedly different. There was a sense of excitement and as I tweeted and observed tweets during the sessions, I smiled. Social media was “in effect” at the 2010 GAC.

Although I only met a few of the Crashers from my association on Twitter, you couldn’t miss them. I was honored to be invited to the Cap City Brewery Tweetup, which I regretfully had to miss but I still followed the action through the tweets.

So “old fogies” of the CUNA GAC, what did you learn from the Crashers? Does the GAC need a youth reboot? How should we start embracing this new crop of credit union leaders who are our future and the ones in which we will pass the torch? In other words, GAC folks, how do we start melding these generations? While the demographics of the GAC are not going to change overnight, the conference needs to start evolving for the future. It is long overdue and I’m so glad that the Crashers have started the conversation and most importantly set the stage in motion for some much needed change. See you in 2011, GAC Crashers!

Note: For those of you unfamiliar with the credit union movement, CUNA is the Credit Union National Association.

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

The Bucket List

I just watched the movie, “The Bucket List” with Morgan Freeman and Jack Nicholson. You probably know the story….two terminally ill men decide to pursue the list of all that they want to do before they “kick the bucket” or as more delicately put pass on. One is rich, divorced multiple times and estranged from his only daughter. The other is a blue-collar working man who married young and has three grown children and several grandchildren. They are from two different paths in life and probably would not have otherwise met were it not for them sharing a room in the hospital where both were being treated for cancer.

It was a touching story that spoke to me on several levels. As we get older, is it just years of life or do we put life in those years? Are we doing the things that we really want to do or maybe just going through the motions? Are we living life or is it living us? Are we cultivating the relationships that are truly important to us? Are we making a difference? Have we found the joy in our life?

I am pondering on these questions. Just last night during our Christmas Eve family celebration we talked about death. My niece, Britney who recently turned 21 found the concept of death surreal. No one really wants to die so it is disturbing and sometimes hard to conceive. But what if we lived our life in such a way that we would be prepared…be ready when our time comes. The problem is that many of us are waiting to live out our bucket list. When you’re single, you’re waiting to get married. When you’re married, you’re waiting until you “get established.” When you have children, you’re waiting until the kids get grown. When you don’t have enough money, you’re waiting until you make more money. And the list goes on.

I didn’t have a written bucket list but after seeing the movie, I decided to write one. I have tried to do the things and have the experiences that are important to me and to make a difference in some small way for those in which I interact. I love to travel and after dispensing with the “waiting until I get married” thinking decided to go for it when I was in my mid-20's and took my first trip to Cancun, Mexico. I have never regretted it. And although I am now married, I am totally comfortable taking trips on my own. I’ve ridden an ATV and helicopter in Hawaii, driven a boat in the Caribbean, hiked the famous Kalalau trail, zip lined in Kauai and rode a horse on a mountain in New Mexico.

I work on a job that I love and that makes a difference for others. I get the opportunity to work on outside committees related to my work that broaden my horizon and help others in my job industry. I love to learn and have earned a degree, some certifications and am currently working toward my bachelor’s degree.

I have a small family with a loving son, a new daughter-in-law, a fabulous brother and a wonderful niece. We are all close. I also have a devoted husband that is unfortunately incarcerated. My parents have both passed on but I have many splendid memories of them and their legacy lives on through me, my brother and our children.

This Christmas Eve, we had our normal family along with my daughter-in-law’s sister and husband. They are a part of our new family. We also had two of my son’s godchildren whose mother passed earlier this year at age 29. Life can be short or long and it doesn’t depend on any specific number of years. A full life can be lived in 30 years and an unfulfilled life can be lived in 70 years. As we all celebrated I basked in the warmth of family. I asked myself how I feel at this point if I had to go tonight. I would be okay with it. While I still haven’t done everything I have done much more than some people. I hope I still have the normal 30 or so years left. I haven’t been to Europe yet and I haven’t finished my Master’s degree. I haven’t skydived yet which I am saving for my 50th birthday (maybe I shouldn’t wait….smile). But if the Lord called me home at this moment, I believe I can say “job well done.”

My Bucket List

Go to Italy and eat in an outside café at the location of the Godfather filming.
See the Coliseum and Sistine Chapel in Rome.
See the Leaning Tower of Pisa and the Eiffel Tower in France.
Ride a gondola in the real Venice…not the one in Las Vegas.
Go skydiving.
Spend a Christmas in Kauai.
Attend the Macy’s Thanksgiving Parade in New York City.
Walk a marathon.
Gamble on the French Rivera.
Hike the Grand Canyon.
Fly in a hot air balloon.
See Mount Rushmore.
See the Empire State Building.
Complete my MBA.
Go whale-watching.
Go on an African safari.
Take a sabbatical.
Make a difference for seniors.
Make a difference for teen and unwed mothers.
Complete a 365 day challenge.

("Bucket List" photograph courtesy of er3465).

17 and Pregnant

Just imagine.....a little over a week ago few had heard of Sarah Palin, Governor of Alaska and Republican Vice President nominee. We were introduced to her as a self-described "hockey mom." And now with much interest I have read all of the news that you can't miss about her seventeen year old pregnant unwed daughter. I guess it's big news for someone who is a vice presidential candidate but come on.....this kind of thing has been going on for years! In fact, I am amused as to how much press it has garnered.

As others have said, what does her pregnant daughter have to do with what kind of vice president she will make? Certainly, how she reacts speaks to character and values.......but can you really tie her daughter's decisions to Governor Palin's integrity? I think not. In my mind, it is much wasted news coverage and gives the appearance of high school gossip. It is a shame that his is even considered "news."

What might be more productive is to discuss how we help society at large with assisting unwed mothers to help themselves. How can we provide more education and resources to aid in prevention? And how can we help those who are already pregnant craft a good life for mother and child? These are the conversations that we should be discussing.

I can speak first hand about this subject. I was an unwed mother at seventeen having become pregnant at sixteen. I was fortunate to have two supportive parents and extended family (cousins, aunts, friends) to help me. I went to community college (called junior college in my day) and I obtained my Associates degree. I was blessed to find a job that I am still on 29 years later as a senior officer. Yes, I worked hard but I was also afforded many opportunities. Sadly, my story is more the exception than the norm for an unwed mother. I would like to see more stories like mine be the norm.

Instead of focusing on 17 and pregnant, why not have some dialogue about how to use this situation to inspire change to help other unwed mothers have the support that Governor Palin pledges to her daughter, Bristol?

Barack Achieved "The Dream" Today

Tonight was a historic moment and a particularly sweet victory for African-Americans. Tonight Barack Obama was nominated as the presidential candidate by the Democratic Party. As a once popular commercial said, "We've come a long way baby!" It will be the 45th anniversary on August 28th of Martin Luther King's "I Have a Dream" speech as Obama makes his acceptance speech. I hope Dr. King is looking down and smiling.

So how does this feel to me as an African-American woman? On one level it seems totally unreal but on another level very logical. Obama has a gift and has been able to rally people regardless of color or creed. With a mixed-race background, life in and out of the U.S. and solid family values he truly can empathize with everyman and everywoman. I think he is intelligent, strategic, articulate, and truly committed to making this country better. He is inspiring, charismatic and makes you want to follow.

What I still want to see or hear now is the nuts and bolts plan of how his administration will achieve the vision. I don't know that I have really heard this solidly. I'm sure tomorrow night will be the beginning of Barack detailing his specific plan to create "Change you can believe in." For now let's bask in history and celebrate Barack Obama!

Crucial Conversations

I am currently reading the book, Crucial Conversations. Reading it and interacting with various members of my family as well as coworkers on the job remind me of the importance of being skilled at dialogue. Now many of you might think, "How hard is it to talk to people?" However, that's just the point. Many of us are not talking to people. We are talking at people or in same cases not talking to avoid conflict. As you can imagine, this causes all kinds of miscommunication, bad feelings, and all around ineffectiveness.


I was intrigued to read Crucial Conversations because I observed conversations that needed to take place in my workplace were not taking place. I also observed the same thing at home. So often when it comes to conversations, we think it's the other person who needs to ante up. We ignore the impact that we can have if we are skilled in how to truly have a dialogue with the other person. This is what crucial conversations are all about.


Already as a result of reading the book, I am listening more and being observant of how I react when conversations are heading down a crucial path. I am also learning that when it comes to these conversations, many times I will have to initiate them. In management, we often say, "I am here and ready to listen.....why don't they just come to me and let me know what they need?" Well, I've learned that that statement is just not reality. Even when a manager is proactive and goes to the troops, effective dialogue still may not happen if they don't feel totally safe. Silence or the courtesy "tell them what they want to hear" is often conveyed and so the crucial conversations do not take place. Life goes on as usual and issues go on unresolved.

Sleep and Rejuvenation on the 4th

I awoke this morning after a deep sleep. I had not realized fully up until that point that my body was truly fatigued. I needed a day off just to catch up on sleep....thank goodness for the holiday. For most of the day I have just simply allowed myself to rest. I have some performance evaluations to finish but decided that my body needed some rejuvenation in order to be at my best in completing them.

It's a sad testament that so many of us work on holidays when we should be taking the day off as intended. Pressing deadlines, work backlogs, and excessive commitments make us feel guilty for taking off on a much deserved off day. The irony is that to truly be productive and ultimately successful we have to take this time. Sometimes when we are in overwhelm mode we just have to STOP! That's sounds somewhat counter intuitive. But believe me it is true and it works. I am wagering that I will do much better over the next few days in completing my remaining performance evaluations.

For now, I am going to enjoy the rest of the July 4th holiday. Happy 4th!

What's a Reasonable Work Week?

I just read a blog on the Wall Street Journal discussing the mandatory 35 hour work week limit in France. Now that's work life balance! Currently there is a bill being drafted by the President to scrap these limits citing that it would increase France's economic growth. As you can imagine, labor unions are in an uproar about it.

While a 35 hour work week may not be optimal for global competitiveness, a 60 hour work week is also just as detrimental. In a survey on the WSJ's Juggle blog, it reflected that 36% working 50 or more hours per week. 34% work 40-50 hours per week. Only 18% work about 40 hours per week. Another piece to this puzzle is taking regular vacations. There is a positive link between risk of death for middle aged men with a risk of heart disease if annual vacations are taken. For women failing to take a similar break from work can yield increased psychological health risks.

I'm proud to say that for the past three years, I have taken a 8 to 10 day vacation annually. Along with this schedule, I take various one-three day breaks and often build in a day or two break with business travel. I travel on business four to five times per year. From a work week perspective, I have some improvement to do here. I normally rack up 45 to 50 hours per week. If you count some of my work at home time it is probably 50-60 hours per week. I'm afraid to count the hours at home!

We've got to get back to a reasonable work week. Personally, my goal is 45 hours. Can a self-proclaimed workaholic make it to this limit?