Anger: Taming the Savage Beast

anger

Anger is an acid that can do more harm to the vessel in which it is stored than to anything on which it is poured. – Mark Twain

A story is told of Abraham Lincoln’s secretary of war, Edwin Stanton, who was angered by an army officer who accused him of favoritism. Stanton complained to Lincoln, who suggested that Stanton write the officer a letter. Stanton did, and showed the strongly worded letter to the president.

“What are you going to do with it?” Lincoln inquired. Surprised, Stanton replied, “Send it.” Lincoln shook his head. “Put it on the stove. That’s what I do when I have written a letter while I am angry. It’s a good letter and you had a good time writing it and feel better. Now burn it, and write another.”

Anger is one of those emotions that if not dealt with can cause many problems for leaders. What’s more important is for your team to know how to deal with the anger of your customers. This was the topic of a recent Open Forum column (http://amex.co/11qWxK4) by Rieva Lesonsky. In the column Lesonsky cited a Futures Company survey that was conducted last year that revealed more consumers are in a state of generalized rage – not necessarily about customer service, but about most things in general.

The general state of mind of most consumers’ worldwide highlights a growing challenge for business leaders, and having an intuitive staff that can handle the growing tensions is imperative. The survey highlighted three primary sources for this heightened consumer anger: stress, suspicion, and anti-business attitudes. Any one of these ingredients is cause for concern but when combined as part of a growing consumer trend it is important not to ignore it.

Stemming the sentiments of consumer anger will require a proactive approach. While space restricts me from presenting an exhaustive approach for dealing with the consumer anger issue I will offer starting points that can position you to address it. Here are three steps to begin with that can help you tame the savage beast of anger.

Create awareness. Internal awareness is the first step toward addressing consumer anger. Is your company or organization paying attention to the warning signs of consumer anger? How consumer anger is manifested towards your business should be on your radar. If you are not aware of how it affects you, your competitors, or your suppliers it can have potentially negative consequences.

Creating awareness within your organization is crucial to its health and vitality. Make sure your frontline staff is sensitive and proactive in how they represent your company and the image they are putting forth. Being aware of potential conflicts can prepare you to surprise your customer with a greater than expected experience. You win your customer over tomorrow by preparing your staff today.

Build relationships. Externally, the success of your business is grounded in relationships. Mark Sanborn nailed it when said, “Customers don’t have relationships with organizations; they form relationships with individuals.” How do you see your customers? If you merely look upon them as transactions you are missing the point and always will. The key to dispelling the consumer anger sentiment is to make it personal which begins by building relationships.

Value is created where value is given priority. The reason consumers feel suspicious is due to their belief that businesses are ready to cheat customers whenever they can get away with it.  Dispelling the anger is found in building trust. That can only happen in relationship. Loyalty to the business is not always an economic decision it is one of relationship.

Deliver service with excellence.  Taming the savage beast of anger is an internal work (creating awareness) and it’s an external work (building relationships), which can now be solidified with how you deliver your product. When excellence is the standard by which your company or organization operates then it will be reflected at every level of the consumer experience.

The blueprint of your success in taming the savage beast of anger begins with leadership. Your capacity as a leader to recognize the need is the beginning of solving it.  Creating a culture of awareness is essential to your teams’ ability to recognize consumer anger and defuse it. And everyone delivers with excellence at every phase of the consumer experience it will keep them coming back for more.

Are you taming the savage beast?

 

© 2013 Doug Dickerson

 

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Leadership Minute: Keep the Faith!

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Helen Keller said, “Faith is the strength by which a shattered world shall emerge into the light.” It’s been a tough week with the events in Boston and in Texas. But it’s in times like these that we need to be reminded to keep the faith.  It’s easy to focus on all that is bad and become discouraged by what we see. But on this day, let us focus on our faith, in the eternal goodness and Sovereignty of God, and be the beacons of light that the world needs. Our world is fragile and for many has been shattered. Today you can be the light and strength that can make a difference. Keep the faith and shine on!

 

 

If you enjoy reading the “Leadership Minute” you will especially enjoy Doug’s books, Leaders Without Borders and Great Leaders Wanted! Visit his website to order your copies today.

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Leadership Minute: Finding Balance

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Nelson Mandela said, “A good head and a good heart are always a formidable combination.” In leadership you need both. You need a good head to lead your organization with knowledge and competency. You need a good heart in order to lead your people. When you understand the power of combining the two it gives you a distinct advantage as a leader. It’s one thing to know how to run a business, but it’s a greater advantage to know how to build relationships and create a culture where everyone can excel. The challenge as a leader is found in understanding the importance of the two.

 

If you enjoy reading the “Leadership Minute” you will especially like Doug’s leadership books, Leaders Without Borders and Great Leaders Wanted. Both are available at his website. Order your copies today!

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Leadership Minute: Call Forth the Best

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Epictetus said, “The key is to keep company only with people who uplift you, whose presence calls forth your best.” As a leader it’s nice to be surrounded with like-minded people who share similar passions and dreams. But are you nurturing those passions in others? One of the privileges of leadership is having the opportunity to invest in the people around you. As you call forth the best in others you will eventually raise everyone to a higher level. Don’t be discouraged by what you may see around you today. Calling forth the best in others is a process that pays great dividends. Don’t give up!

 

If you enjoy reading the “Leadership Minute” you will especially enjoy reading Doug’s leadership books. Visit his website to order your copies today.

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Leadership Minute: Keep Going!

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Winston Churchill said, “If you’re going through hell, keep going.”  In a matter of moments yesterday triumph turned into tragedy in Boston. It was hell. But in the midst of the terror as it unfolded we saw tremendous acts of bravery, courage, and patriotism as first- responders and everyday citizens alike rushed toward the scene to give aid and comfort to the victims.

It is hard to wrap our minds around senseless acts of evil as we saw yesterday. But today is not a day to focus on the evil but to highlight the good. Today we pray for the families of the victims and pray for the recovery of those injured. Even though we may be going through hell we keep walking. We keep praying. We will not be overcome by evil; we will overcome it with good.

 

 

If you enjoy reading the “Leadership Minute” you will especially enjoy reading Doug’s books on leadership. Visit his website to order your copies today.

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Leadership Minute: Clean Slates

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Eleanor Roosevelt said, “With the new day comes new strength and new thoughts.” It is viewed by many as the most dreaded day of the week – welcome to Monday! But I’d like to challenge you today to see the day not as something to be dreaded but as something to be embraced. It is a new day and it is an opportunity to draw new strength to new ideas, new connections, and new possibilities that await you. Set the tone for a great week with positive thoughts about yourself, your accomplishments, and future. You work with a clean slate today. Make it count!

 

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Leadership Minute: Tailor-Made Opportunities

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Zig Ziglar said, “You cannot tailor-make the situations in life but you can tailor-make the attitudes to fit those situations.” This is perhaps one of the simplest facts of life but one that so many wrestle with. Not every situation we face is going to be pleasant. As a leader you are in a position to not just handle those situations but to be the example of how with the right attitude you can make them fit into a greater purpose. It’s the attitude you have not the situations you face that are the marks of your leadership. Remember, long after the situation is over you will still be dealing with the consequence of your attitude. Choose wisely.

If you enjoy reading the “Leadership Minute” you will be inspired by Doug’s books, Leaders Without Borders & Great Leaders Wanted! Both are available on his website. Order your copies today!

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Excellence Busters – The Four Beliefs That Will Hold You Back

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Be a yardstick of quality. Some people aren’t used to an environment where excellence is expected. – Steve Jobs

While you may be familiar with the many inventions of Thomas Edison which include the incandescent light bulb and the microphone, but there is a back story to one invention that is of great significance.

It was December 1914 and Edison had been working ten years on a storage battery. One night fire tore through his lab. Fire companies from eight surrounding towns arrived in an attempt to douse the flames, but the heat was too intense and the water pressure was too low. Everything was lost.

In the midst of the rubbles the next day Edison is reported to have said, “There is great value in disaster. All of our mistakes are burned up. Thank God we can start anew.” Amazingly enough, three weeks after that devastating fire, Edison delivered the first phonograph. His attitude and determination coupled with his commitment to excellence is why we hold him such high regard today.

We hear a lot of about excellence and the need for it. Theoretically we understand its importance and the need to set a high standard of quality in our work and in our expectations. While this is admirable we will never achieve excellence until we denounce the toxic attitudes and beliefs that prevent us from achieving it. Here are four of the most common excuses that stand between you and excellence. Conquer these and you can fast track yourself to a path of excellence.

Past failures. The road to success will be paved with failures and mistakes. But they don’t have to be fatal. Consider President Abraham Lincoln. He first went into politics at the age of 23 when he ran for a seat in the Illinois General Assembly. He lost. Afterwards he opened a general store. It failed. But we all know how he has taken his place in history and he is considered by many to be one of our greatest presidents.

Dale Carnegie said, “Develop success from failures. Discouragement and failure are two of the surest stepping stones to success.” Do not allow your past failures to define you or your future. It’s when you shake off past failures, learn from your mistakes, and commit to excellence you can achieve it. Let go of the past and move on.

Past rejections. Achieving excellence will require a certain level of fortitude as you learn from the past. But rejections sting because it’s personal. Consider Walt Disney. He was fired by the editor of a newspaper for lacking ideas. He could have sulked in self-pity and given up on achieving anything of significance. But Disney persevered and millions of people the world over have been enjoying the magic ever since.

Albert Einstein said, “Great spirits have always encountered violent opposition from mediocre minds.” Don’t be discouraged when you face opposition or when you experience rejection. It is all a part of the growing process on your journey to excellence. Don’t give up!

Lack of education.  Your lack of education is not a disqualifier for achieving excellence. Steven Spielberg dropped out of high school and applied to attend film school three times but was unsuccessful due to his C grade average. He could have taken that rejection along with his C grade average and given up. Because he didn’t give up we have enjoyed many great films such as Schindler’s List, Saving Private Ryan, Jaws, Lincoln, E.T. and Indiana Jones to name just a few.

John Wooden said, “Do not let what you cannot do interfere with what you can do.” You may not have been the brightest student, your grades may not be a reflection of your potential or passion, but with the right attitude and determination there is nothing you can’t achieve if you choose an attitude of excellence.

Physical limitations. Harry S. Truman was rejected by the U.S. Military and Naval Academies due to his poor eyesight. At one point he was a clerk in a newspaper mailroom, and worked as an usher in a movie theatre. Yet, he did not allow his poor eyesight to keep him from achieving excellence as he later became President. His inspiring story is but one of countless others who have also experienced some type of physical limitation on the way to success.

Les Brown said, “Life has no limitations, except the ones you make.” It’s as you embrace this attitude that you will know, live, and enjoy a life of excellence. There is no limitation, physical or otherwise, that can keep you down but by your own choice. Shed the negative, embrace the positive, live with excellence.

 

© 2013 Doug Dickerson

 

Visit Doug’s website for more information and to order his books: Leaders Without Borders and Great Leaders Wanted!

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Leadership Minute: The Silence of the Critics

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Helen Keller said, “While they were saying among themselves it cannot be done, it was being done.” On the periphery of leadership and accomplishment are those who whisper among themselves that the things that you are doing can’t be done. To be sure, not everyone will share your passion, your determination, and desire to make a difference. But regardless of what the skeptics say do not let their voices hold you back. Stay strong and continue on the journey toward your destiny and success. The greatest satisfaction is found in doing what others said couldn’t be done. Carry on!

 

If you enjoy the “Leadership Minute” you will especially enjoy Doug’s leadership books: Leaders Without Borders & Great Leaders Wanted, both available at his website! – Order your copies today!

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Leadership Minute: Leave a Trail

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Ralph Waldo Emerson said, “Do not go where the path may lead, go instead where there is not path and leave a trail.” Leaving trails is one of the joys of leadership. The dreams and aspirations you have are leading you on a path that is uniquely yours. Open your eyes each day to the possibilities that are before you and go confidently in the direction of your dreams. Don’t be content to walk familiar paths; instead make new ones. Lead with confidence knowing that the world will be a better place because you dared to leave a trail.

 

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