“45”

Today I reflect on my birthday. 

“45”

Aunt Susie’s custom cakes.

Uncle John asking me what he got me for my birthday.

Grandpa Gutjahr pulling me aside and giving me a $2 bill.

Annual picture with Grandparents and Godparents as I am DYING to play with my cousins.  The picture surely took away from that BIG GAME of whatever.  We weren’t much for hugs.  But I didn’t need them.  The smirks from Grandpa Fleischman.  The twinkle in my grandmas eyes, I knew it.  They loved me.  I felt like a king.  Still do.

Waiting for dad to get home so I could get my gifts, have my meal, and have my family sing happy birthday.  Life stood still.

My mom, angel food cake, my meal.  Making sure we were all home around each other.  She knows the importance of just “being together.”

Making Christa and Laura play Monopoly or Atari with me because it was my birthday.

Always around Catholic Schools week.  A special week at school just for me, all part of it.

Sledding down the big Hill by the river in Kewaskum and celebrating my birthday with my childhood friends, Butschlick, Laastch, Marx, Amerling, Staehler.

Blue Car.  16.

Yellow house.  7 roommates.  28 shots.  Didn’t throw up.  Wanted to.  Didn’t.  Went to Oneida.  Then did it all the next night.  True.  Like brothers to me.  All of them.

AJ, 2/10 birthday, taking out an ad in the Kewaskum Statesman inviting the community to our 1/2 barrel birthday party with Rhonda and Mike at Prime Time.  Epic.

Pam, my better half, always makes my birthday special.   A personalized card normally on the sink or pillow and a gift.  The gifts must be so hard for a guy that has everything he ever wanted.   Often on weekdays where nobody has time to do it.   She always takes the time.  Always makes it special.  The dinners and cake have improved greatly.  Especially once our daughter could bake.

Super Bowl.  Fishing.  Hawaii.  Adult friends.  Like brothers and sisters to me.  Tom, Sally.  Craig.  Angie.  My Bride.

The kids, having more fun on my birthday than I do.   Handmade cards.  Handmade presents.  The joy in their eyes as I arrive home and open them.   The homemade cakes made with pride.  The singing.  The candles.  Oh their will be pictures!

Kids asked me last night, dad how long you want to live?  I said if I could just get one more year I would be happy.  They laughed. I was lying.  I could die tonight.  I’m blessed.

Each year is better.  The memories add to each birthday.   Life.  Death.  Birthdays.  Blessed.  Thank you God.  Trust and Believe in You.

WHAT’S IN YOU? WHAT FEEDS THE BEAST?

55,000 WORDS.

Recently I learned, and tend to believe, that you say on average 55,000 words to yourself a day.

What do you say?

Do you believe in yourself?

Do you hate yourself?

Do you lie to yourself?

David Goggins, perhaps the toughest Navy Seal of all time, basically just YELLS at himself.  To motivate himself.  (If you want to get pumped up, he’s a great follow or read.  Be careful, he’s intense.)

He says, quit lying to  yourself.  Instead of saying I want to lose 10lbs.  Or I want to be more organized, what works for him is do a 1 person intervention.  I AM FAT.  I AM LAZY.  I AM DISORGANIZED.  AND THAT SHIT STOPS NOW.

Now that won’t work for all of you…but an interesting style for sure.

So, you might say, what works for me?

I do a combination of Groggins.  And I do a bit of DUDE, SERIOUSLY FOCUS.  GET BETTER.  NOW.   You are gonna die, and then what.  What will this look like.  It always brings me a sense of urgency and what is important.  And sometimes… because I am so driven.  I have to SCREAM at myself.  Slow down.  Way down.  Let others catch up.   Listen.  Hug.  Embrace life… So as life is… it depends…

 

 

TGI-F!

The rarest of rare… A TGIF!

here we goooooooooooooooo………

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  • The single biggest problem in communication is the illusion that it has taken place.

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I recently learned in the book, “The Captain Class” book, captains, leaders come in all forms of styles.

They don’t have to lead like me.  Or lead like a rah-rah cheerleader.  Or be a great speaker.  Or have degrees.  Or be smart.

So be authentic!

But they do share common traits:

They bust their ass.

They carry the water.  (They do the dirty work no one else wants to do, without complaining.)

They value the team above everything else.

If you want to be a captain on this team, or a better one… do the above…

****************

**************
Let’s CRUSH our competition.  CRUSH THEM.  I CAN’T TELL YOU HOW MUCH I WANT TO DESTROY THEM.  TAKE OUT THEIR SOULS.  WHATEVER.  HAVE THAT MENTALITY.  I KNOW SOME/MANY OF YOU DON’T.  JUST KNOW I DO.  F**CK EM ALL.  LET’S ROLL.  NO ONE DOES WHAT WE DO, SO WHY SHOULDN’T WE HELP MORE CONTRACTORS!?!?!?
***************
GOSH DANG THINK BIGGER.  I talk to many of you… about new stuff and you GO BACK TO OLD STUFF.
I talked to one person about getting another salesperson in that department.  Person totally agreed…instantly mentioned someone we can’t stand that left for the competition that would be interested in coming back.  ARE YOU KIDDING ME?   THINK BIGGER THE MARKET, OUR WORLD IS BIGGER THAN YOU THINK!
***************
COLD.
GOD.
BLESS.
YOU.
AND THANK
YOU.
I WILL NEVER GET TO THANK EACH OF YOU FREEZING THEIR ASS OFF keeping this company ALIVE the next few weeks.  Yes we do a payroll bonus, but no bonus is big enough…!  THANK YOU!
AND SPRING WILL COME!  HANG IN THERE.
***************
I HOPE YOU READ NATE SIPPELS email from Wharton.  If not read it.  Or read it again.  Get one take away.
I got many.
WE CAN AND DO LEARN SO MUCH FROM EACH OTHER.
***************
LESS IS MORE.
Winter we ADD products, training, services, accounts, and everything else…WHAT SHOULD WE OR YOU STOP DOING????  THINK ABOUT IT.  PICK SOMETHING.  DO THAT.
***************
HUDDLES.
Gosh, embrace them, if nothing else just to vent.  Get it out of your system and move on.
It’s amazing how good they are.
OH AND FOR GOSH SAKES, celebrate at them.  We do cool shit.  We have cool sales stories.  SHARE THEM.
**************
You can sit and milk this Friday out… OR YOU CAN FRIGGIN GET AFTER IT.
GO BACK AND LOOK WHAT THE BEST CAPTAINS IN THE WORLD DO.  HAVE DONE.
CARRY THE WATER.
DO THE WORK.
*************
facil,
Joel

THINGS I THINK I KNOW

TGI-WEDS

GRIND.

I don’t really know how to succeed but GRINDING DAILY is a must.

Justin Spuda, millwork coach, GRINDED out an internal presentation on how he wants to change and grow millwork.  No one told him to do that.  Nobody made him do that.

Self motivation… the GRIND.

He’s one of the best we have because of this.

Below was one of his slides.  You want to make an impact… then start doing it!

 

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It’s a wonderful life- the movie.   The story of a man that wanted to travel around the world and be a big shot, but ended up running his family’s lumberyard.

Then questioning why the hell he still lives where he grew up.  Then realizing he is in the best place after all.  I meant savings and loan, not lumberyard.

Somebody said over the holidays… “hey Joel, the guy on the movie kind of reminds me of you.. is this why you love the movie so much… um…”

Anyways… it is a great movie.

***********

I’m the least physically flexible person you ever met.  Probably not joking. 

I’ve been trying yoga and stretching on and off, mostly off, for about 10 years.   Just couldn’t find time to do it.

And seeing me do yoga is like a 700 lb. overweight person joining the Y.  You give the person credit, but it is brutal to watch.  THAT’S ME.

SO… I decided about 3 weeks ago, that I am full of friggin’ excuses and time to man up.  Thanks Jocko.

Time is an illusion.  We all have time.  We all waste it.

Alarm is now set daily for 3:45am.  I do yoga on youtube with a girl named Adriene (Technology is so cool.)  I suck at it.  But I do see improvement.  A centimeter here, a fraction of an inch there.

I guess I’m bragging.  I’m also writing this knowing it will keep me MORE ACCOUNTABLE.

Sharing your new thing, does help being held accountable.

***************

I hate to lose.  That’s fuel for me.

Just a reminder.  Our competition is ABSOLUTELY FOCUSED ON TAKING OUR BUSINESS.  DAILY.

Our customers are EVALUATING US DAILY.

You realize that right?  Are you focused on taking theirs?

When we go into cruise control… we put EVERYTHING WE HAVE DONE at risk….

Got this one off of Twitter this morning:

As a rule, customer’s don’t go to the trouble to tell you they are leaving you for a competitor. They just leave, quietly. While we, in our arrogance, just assume they haven’t placed an order because THEIR business is off!

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Communication.  More frequently.  Quicker.  Tighter better.  Key to this year.  Just one of many obviously.

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Goals.  Diets.  Resolutions.  

Hilarious.

Dumb.

July?  What’s your July look like.  Brats, beer, and fun, right?

When shit goes wrong, where’s your roots.

Diets are the fruit.  Chasing the fruit is wrong.

Focus on roots.  Shit you can’t see.  Fix that.

Everybody chases the fruits.  Who is working on roots?

***********************

You want to get customers excited?  See if you can get to know them, then see if you can say, what’s your goal, what’s your dream?  How can we help you with THAT?

That’s fun.

***********************

We started making trusses 24 hours a day, 5 days a week this week.

That’s amazing.  AMAZING.

ONE OF THE ONLY FACTORIES IN THE WORLD WORKING 6 HOUR SHIFTS.

READ THAT AGAIN.

I don’t believe ANYONE IN THE STATE IS MAKING TRUSSES 24 HOURS A DAY.  NONE.

KUDOS.

We had 188 resumes in 2 weeks for these jobs.  14 people started Yesterday at Drexel.  People shortage?

Nope.  Not here. GRIND.

When you roll over tonight in bed, realize one of our teammates is making a truss.  RIGHT NOW.

How cool is that?

****************************

facil,

Joel

TGIM- RANDOM THOUGHTS

TGIM!  RANDOM THOUGHTS.

THIS IS GONNA BE EPICALLY LONG.  Eat at once sitting and fill your soul and belly, or take little nibbles to chew on for days!

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I won’t even try to be formal so bear with this.  It’s RANDOM!

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Where have the TGIMs been, it’s been like a month?

Easy.  And maybe you can learn from this.  TIME.  It is my #1 form of currency.  Yes much more than money.   T I M E.   A new truss company, an emerging empire in Columbus, #Pauls, and SO MUCH FRIGGING MORE.   Joel how do you do it?   Oh, I am currently coaching 5 days a week, basketball is life baby!

T I M E.  F O C U S.  and O R G A N I Z E D.

Hey you with your messy desk and email full…  T I M E.

Also dump all the shit that is important but not necessary.  Like my TGIM.  I dumped them for a reason.  I simply couldn’t prioritize it.  I keep voracious notes.   I do.  So it’s not like it’s spinning in my mind.  The notes O R G A N I Z E my life.  Currently I have notes from Google for general Drexel stuff.  A personal pad of notes (to do list if you will) a dedicated #PAULS to do list and a Truss Systems to do list.

Also my calendar is very organized.

Is yours, or are you a train wreck?  GIVE ME 5 MINUTES AND I CAN TELL YOU WHERE YOU ARE AT!

Also, I have an account manager asking me to schedule a meeting with a builder.  No agenda.  Just a meet and greet.  That’s fine, but with no real agenda, I don’t PRIORITIZE IT.  You know what I mean?

So yeah, the TGIM is on hold, but we got a TON DONE in other areas far more important.

Cabinets is short handed in Columbus.  So Beth doesn’t help out a little.  She cancels EVERYTHING and is WORKING THERE FOCUSED EVERY DAY.  PRIORITIES.  GET YOUR PRIORITIES STRAIGHT.  DON’T BOUNCE FROM PLACE TO PLACE.  BOOM.

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GRONK, AKA, MATT KAVETCHSCKYINGISKLZZZLY, store leader Brookfield, gave us at State of Happiness:

FEET WHERE YOU ARE AT!

BOOM.  I hope we all learn from that.  I know some folks that are NEVER ANYWHERE!  EVER!

I call that focus.  Intentionally listening.  Whatever that is for you…. do it.

***********************

Speaking of that,

CULTURE CLUB IN 2019 is done with rainbows, cotton candy, and walks on the beach.  The fun little stuff, which is needed in life and work of course, but they are going to focus on a bigger purpose.

MAKING YOUR JOB BETTER!

They are asking all of you…how can we do this EASIER!  Or why are we doing it this way… is there a better way?

Some of us would call this a lean strategy.

Instead of the supreme focus on HAVE FUN core value they are going to focus on 3 others.

development

Learn from each other. Teach, Coach & Listen. Create an environment where everyone can be a star.

team work

Value different viewpoints. Carry out the agreed upon plans. Together we achieve more. Go Blue!

change

Accept it. Embrace It. Initiate It. Do everything every day better, faster, & cheaper.

By focusing on that….

if we do our jobs better, faster, and cheaper everyday…

OUR STRESS WILL GO DOWN, OUR ANXIETY WILL DECREASE, OUR PROCESSES WILL BE BETTER….

YOU WILL BE HAPPIER.

OUR CLIENTS AND CONTRACTORS WILL NOTICE AND LOVE US MORE AND GIVE US MORE BUSINESS!

EASY.

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JOY.

Father Strand at his Sunday mass spoke of JOY vs Happy.  Happy = short term.  Joy= a deeper meaning.  long term.  inner soul stuff.

Christmas = happy.  open presents.  feel good for a minute.  Then eat food.  Tons.  Feel good for a minute.  Then chase drinking.  Feel good for a minute.   Then watch a movie.  Chase fun for 90 minutes.

Then hug your family…  and go home.

You leave I bet a little unfulfilled, am I right?

Christmas = joy.  give a few hand written letters.  Or a song.  Or a deep conversation.  JOY.  Nibble on food as you ask Grandpa Joe what is new, and instead of saying, we should see you more, get out your phone and schedule it.  JOY.  Have a drink, JOY.  JUST SAYIN’.  Instead of a movie, play a game with the kids.  LEARN ABOUT THEM.   Ask questions.  Laugh with your heart JOY.

on the way, hug em like they might die on the car ride home.  hug em all.

Now that car ride home is a bit different ain’t it?

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MY MAILBAG …. QUESTIONS YOU HAVE ASKED ME TO ANSWER… ANSWERS IN CAPS.

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If God Sneezes, What should you say?  YO, GRAB A KLEENEX.

….

My Question:
Do you see the 2019 tariffs, that Congress is predicted to pass, having a minor or large impact on our company as a whole?
-Sally in Arkansas
DEAR SALLY, NO IMPACT.  OUR PRODUCT COST ARE REALLY SIMPLY PASSED ON TO OUR CLIENTS AND CONTRACTORS.  ALSO OUR COMPETITION PAYS THE SAME COST (HOPEFULLY A BIT MORE, THANKS TO OUR MERCHANTS.)  SO THE GAME REGARDLESS OF PRICE, NEVER CHANGES.
….

How often do people tell you dirty “wood” jokes?!

HONESTLY, LESS THAN YOU THINK THANKFULLY.  BALD JOKES, FOR SURE. BUT NOT SO MUCH DIRTY WOOD JOKES…

….

Good Morning Joel –

I pondered over the weekend for the “BEST” question to ask you.  The one that came to me multiple times is most likely not a unique request but I find it relevant considering we’re always growing and the recent addition of Truss Systems to our Drexel Family.
What is your vision for Drexel in the next 3-5 years?
I look forward to reading your response.
IT’S HARD TO READ A BOOK WHERE THE PAGES HAVEN’T BEEN WRITTEN YET.  I DO KNOW WE ARE JUST GETTING STARTED AND ALL OF YOU HAVE TAKEN US BEYOND OUR WILDEST DREAMS.  AM I RIGHT?  LOVE. SERVE. CARE.  WE CAN DO MORE THAN WE EVER THOUGHT.  I HOPE WE ARE DOING MORE, BUT HAVING EVEN MORE JOY EACH DAY.  MAKING A BIGGER IMPACT.  #PAULS WILL BE A BIG PART, BUT SO WILL EVERY OTHER DEPARTMENT.   MAYBE A NEW LOCATION OR TWO, MAYBE A NEW CATEGORY EVEN, BUT HONESTLY, JUST GETTING BETTER.  WE ARE JUST GETTING STARTED!!!!   TECHNOLOGY WISE… I THINK THAT WILL BE HUGE FOR US.   PERSONALLY, I HOPE TO HAVE LESS CONTROL, BUT INFLUENCE MORE.  🙂
My question for you, Why do you Give back so much? Why Do Profit Sharing? Why do Charity Match? Why the Scholarship Program? Why do Family First? Why run Blue Door as Non-Profit? What was it that made you decide to give back so much? I think its awesome! But was there a defining moment in your life that made you decide to give back more than 99% of humans on earth? With the holidays coming up everyone is in the spirit of giving, but not Joel, Joel gives 120% EVERY.DAY. and then still gives back to those around him and those that work for him. I am so grateful to be part of such an awesome team, so I guess my question is, what drives you to be SO great?

OH BOY.  THIS ONE MADE ME SIT DOWN.  OR STAND UP.  LIKE ROCKED MY SOUL.  UM, I’M JUST A REGULAR DUDE FIRST.  SO THAT EMAIL IS PRETTY HUMBLING.     TO GIVE BACK MORE….WHAT MADE ME DECIDE THAT, OR THE EFFORT TO BE GREAT?

I REMEMBER WHEN I WAS LITTLE, WALKING A CEMETARY, THINKING NOBODY KNOWS THESE PEOPLE, WHEN I DIE, I WANT PEOPLE TO KNOW WHO I WAS.  I THOUGHT THAT MEANT THE NBA, I REALLY DID.  I ALWAYS WANTED TO BE DIFFERENT.  I DON’T KNOW… I JUST WANTED TO BE DIFFERENT.  ANYWAYS…  SPEED AHEAD…

MY SISTER DIED IN A CAR ACCIDENT WHEN SHE WAS IN HER EARLY 20S.  THEN HER FIANCE DIED 2 YEARS LATER… AS MANY OF YOU KNOW.  WHAT DOESN’T KILL YOU MAKES YOU STRONGER RIGHT? YES.  INDEED.  THROTTLE DOWN…AS IN GO FASTER!

ALSO, ODDLY AS RAINA TOLD ME.  “NO ONE CARES LESS, BUT NO ONE CARES MORE.”  I DON’T REALLY FEAR FAILURE.   I MEAN WHATEVER.  LIFE IS SHORT.  TRY SHIT.  FALL 7, RISE 8.

ALSO, AS FAR AS THE MONEY.  I KIND OF LOATHE MOST POSSESSIONS.  MORE WORK MORE STRESS.  ODD I KNOW.  MORE MONEY.  MORE PROBLEMS.

AND MONEY.  IT’S NOT MY MONEY. GOD MADE EVERYTHING.  SO IT’S HIS MONEY TOO… WE JUST LIKE HAVE IT FOR A SHORT TIME.

ALSO…MONEY… THE MORE YOU GIVE THE MORE YOU GET.  I PROMISE YOU THAT. 

MONEY.  I NEVER GAVE SO MUCH THAT I HAD TO SACRIFICE ANYTHING.  SO REALLY, HAVE I EVEN GIVEN AT ALL?   THAT’S A FAIR QUESTION RIGHT… IF WE DON’T SACRIFICE WHEN WE GIVE… IT IS EVEN WORTHY?

I’V READ LIKE 100,000 HELP BOOKS/ARTICLES/AND STUFF.  SO THAT HELPED ME BE ME.

ALSO, YOU ALL FUEL ME TO BE BETTER.  YOU KNOW HOW GREAT YOU ALL ARE?  AND I WORK WITH YOU… WELL I BETTER BRING IT TOO!

#DRAMAFREE.  MY FAMILY, PAM MY WIFE, MY KIDS… I’VE BEEN BLESSED TO ABLE TO FOCUS AT WORK.

WATCHING MY DAD… AND LEARNING FROM HIM.  EVERY MOMENT, I MEAN EVERYONE/EVERYTHING IS A SALES EQUATION TO MY DAD.  HE WAS ALWAYS BUYING AND SELLING SOMETHING.  ALWAYS.  YES.  ALWAYS.  I PROMISE YOU.. YOU GIVE ME A SCENARIO… MY DAD WAS SELLING, BUYING, OR TEACHING ME!  LIKE LEARNING FOOTBALL FROM VINCE LOMBARDI.  DAILY.

I TRY TO PRAY DAILY… FRAMED IN MY BATHROOM, RIGHT WHERE I CAN SEE IT IS A PRAYER I TRY TO PRAY EACH MORNING… PART OF IT IS “PLEASE KEEP ME STRONG, SO I CAN HELP THE WEAK.” — AMEN

I DON’T KNOW IF I ANSWERED THAT WELL… BUT I HAD TO ANSWER… YOU ASKED…

LASTLY, I LIKE TO THINK, AND IT IS TRUE… CUSTOMERS DON’T COME FIRST… THEY ARE A VERY VERY CLOSE SECOND TO THE TEAM.  A HAPPY AND ENGAGED TEAM WILL  ALWAYS LEAD YOUR CUSTOMERS TO GREATNESS!   OH… AND I GET IDEAS FROM EVERYTHING… I WAS BORN THAT WAY… THIS CAME FROM RICHARD BRANSON…

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MERRY CHRISTMAS.

SAY  MERRY CHRISTMAS TO EVERYONE STARTING TODAY FOR THE NEXT FEW DAYS.  PEOPLE APPRECIATE IT.  YOU DON’T GET TO SAY IT OFTEN SO SAY IT NOW…AND ALL THE GOOD THAT COMES FROM THAT.

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STATE OF HAPPINESS WAS INCREDIBLE THIS YEAR.  I’M STILL GLOWING FROM THAT!

— PEACE AND GRACE,

JOEL

 

 

ASDF ASDF ASDF ASDF

TGIM!  THANK GOD IT’S MONDAY!  NOT WHAT WE HAVE TO DO, BUT GET TO DO!

ASDF — it’s something I type to control my thoughts.  ASDFASDFASDFASDF.   Left hand 4 key strokes.

Ok…on to my it’s been too long random thoughts!

Eat it as a buffet, pick and choose your style, binge it all at once, or pick at it like leftovers over the week!

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Steve Herriges, store leader Campbellsport, is a great follow on INSTAGRAM.  WOW.  

Below is the speech he references.  DO THE HARD THINGS!

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Retired Drexel Team Member:  Paul Seymour was a “special guest” at the Friday morning Campbellsport meeting.  Two many “words of wisdom” that Paul gave us to write about, but he did leave me with one I wanted to share.  (BTW, when Paul speaks, he speaks with such passion he is nearly in tears the whole time.  The passion, energy, vigor, he has for life is simply incredible.  His soul runs deep.  Something that inspires me to be.)

Tracy, a newish team member asked Paul, “What did you do when you worked here.”  Paul hesitated, then responded…

SELL STUFF.

He then went on to explain that is all any of us really do.  AP/AR, manufacturing, ops, installers, ANYONE we simply sell stuff.  That mindset then requires enthusiasm, organizational, cleanliness, happiness, a sense of urgency, all things customers want when BUYING STUFF.

Thanks Paul!

20181102_065620

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Matthew Kelly one of my favorite authors tell us in his books constantly.  Life is simple.

DO THE NEXT RIGHT THING.

That will get you out of any stressful situation, create habits for paths to success, make you happier (truly happier, not temporarily happier due to alcohol, experiences, material possessions, etc.).

99% of the time your heart knows what to do.  Do that.  1% of the time, lean on your friends and family to help you decide what the NEXT RIGHT THING is.

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BEST YEAR EVER.  2018 just might finish that way for Drexel.  Fine.

Nobody cares, work harder.

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Lucius Seneca.  Lived in AD 65…. yeah 2000 years ago wrote…WAY BEFORE TECHNOLOGY TIME DRAINS…

It is not that we have a short space of time, but that we waste much of it.  Life is long enough, and it has been given in sufficiently generous measure to allow the accomplishment of the very greatest things if the whole of it is well invested.

..

“The part of life we really live is small.”  For all the rest of existence is not life, but merely time.

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peace and grace,

Joel

TIDBITS- FROM JOHN KLEIN

TGIM!

JOHN KLEIN, Cabinetry Design & Sales Brookfield.

Takeaways from “Setting the Table” by Danny Meyer

Thanks John.  Congrats to John who just completed our Book Challenge.  Way to go…and GROW!

Wonderful things we can use this week.  Which one will you choose to help you?

Quotes I really liked:  

  • “Thanks for being here.”
  • “As long as we make it clear that we’re interested in knowing through active listening, most people are delighted to tell us exactly what they need.”
  • “I love your restaurants and the food is fantastic.  But what I really love is how great your people are. 
  • “Communicating has as much to do with context as it does content.”
  • “The biggest mistake managers can make is neglecting to set high standards and hold others accountable.”

Takeaways: 

  • Give people the chance to make someone day.
  • 49% job performance / 51″ emotional job performance.
  • Training for emotional skills is next to impossible.
  • We want people who naturally radiate warmth, friendliness, happiness and kindness.
  • Apply constant, gentle pressure.
  • Employees must understand that leaders are open-minded, accessible and welcome input.
  • Will this yield today dollars, tomorrow dollars, or never dollars. 
  • Become part of a neighborhood, not something imposed on it. 
  • Gather as much info as you can about your guests – ABCD
  • There’s no point in offering an average experience.
  • Invest in your community and the rising tide will lift all boats.
  • Feeling seen and acknowledged is a powerful and human need.