K.I.S.S.

I had the feeling that Steve didn’t believe me. But I had no idea he would go behind my back to try to prove me wrong.

It was the spring of 1999. Steve had recently been hired by my client to write an investment newsletter. He had the qualifications: an MBA and Ph.D. from good schools, experience both in the front and back rooms of brokerages. But he didn’t want to sell stocks. He wanted to write about them.

When I saw his first effort I was impressed. The analysis was sound. The research was deep. There was only one problem. His writing was terrible.

It wasn’t sloppy or illogical or even ungrammatical. But it was incomprehensible. It read like a treatise. It was the kind of writing that you might get away with in academia but could never pull off in the real world.

I called him into my office and told him about my secret antidote for writing like his: the Flesch-Kincaid Readability Test. The FK is a computerized tool that looks at the length of your sentences, how many syllables there are in each word, and other data. It then rates the entire piece in terms of reading ease. A rating of 5.0 or below is very easy to read. A rating of 10.0 or above is very difficult to read. A score between 5.0 and 10.0 is what you’ll find in most newspapers and magazines.

I explained to Steve that my goal is to keep my writing – no matter how complicated the ideas I’m trying to express – at 7.5 or below.

Then we analyzed Steve’s writing. It had an FK of 12.0. Almost off the chart.

“You won’t get a big audience with such a high FK score,” I said. “You have to work on simplifying your writing. Get your FK down to 7.5. You’ll be a better writer, have more readers, and make more money.”

He thanked me for the advice. But, as I said, I could tell he didn’t believe me. What I didn’t find out until years later was that he spent almost two months trying to disprove what I’d told him.

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The Economics of Customer Service

I once “fired” a client – let’s call him Jerry – who had paid me more than a million dollars and wanted to keep on paying me more than 20 grand a month. In every aspect but one our relationship was terrific. He was fun to work with. He was a natural-born salesman. And he was a quick study.

The only trouble: He didn’t believe in “customer service.”

Jerry’s business grew because of his management and marketing skills. He kept the overhead low and created compelling advertising campaigns that sold his products at deeply discounted prices.

But he had no interest in getting to know his customers or in helping them in any meaningful way. To him they were an objective means to a profitable end. In fact, he had a sort of disdain for them – as if he felt they were fools for responding to his offers.

Another thing that bothered me was that his products were inexpensively produced (they had to be because of his discounted pricing) and, thus, relatively inferior in quality.

I tried to convince him that this may have been a valid approach when he was breaking into the market – but he had to gradually improve his products if he wanted to be successful over time.

“Consumers are very aware of price,” I told him. “But most customers are looking for long-term relationships with the people they buy from. They may give your product a try because of its low price, but they won’t stay with you unless they are happy with its quality.”

He didn’t get that.

So I said, “Think about all the purchases you’ve made in your life. I’m sure you shopped price when, for example, you went looking for a new car. But I’ll bet a year or two later, though you may have remembered what you paid for the car… what really mattered to you was how well it held up. And how well the dealer treated you.”

He laughed at that. “Maybe. But I’m still always concerned about price.”

Then I reminded him of Joey, the kid he’d hired to work on his phone system. He hired Joey because he was willing to work for $20 an hour, while more experienced techies were charging three times that much. “You were happy with Joey when he started. But when it looked like it would take forever for him to get the job done, you fired him and hired someone more expensive.”

He gave me that. But I couldn’t get him to budge on the customer service issue. Meanwhile, the market he was in was getting more competitive. Product and service quality overall was improving. But not his.

I could see the writing on the wall. And that’s when I “fired” him.

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Do You Need “the Mindset of a Champion”?

Steve Mitchell/US Presswire

Do you have the mindset of a champion?

Are you able to look at your career challenges and feel certain you can overcome them? Do you feel, like Mohammed Ali and Michael Jordan must have felt, that you have greatness in your soul?

If your answer is “no,” don’t worry. I don’t have that mindset either.

I never did. I never felt like a natural-born winner. I never had the confidence that the people I admired seemed to have.

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How to Have Lots of Good Friends

It’s been said that if you want friends to help you in the bad times, you have to help them in the good times.

That’s not true. A truer statement is that friends come in two varieties: those who help you and those who don’t.

To some people, the helpers are the better friends. Not to me. I appreciate both equally.

Some folks take great pleasure in helping others. They bring soup to the sick, cross the street to offer directions to a stranger, and show up at funerals. They offer help whether you ask for it or not. They enjoy being helpful. That is who they are.

I have friends like this with whom I spend little time. We share few interests. We travel in different social circles. But I know that if anything bad happens to me or someone in my family, they will be there.

Others aren’t there when you might need them. They are off having fun, bringing happiness where happiness is. That is their nature. And I’m fine with that. They are the ones who show up at my office hoping to distract me. To go out for a drink or steal a game of golf.

I value these friends because I know that whenever they walk into my office they will make me smile. I don’t need them to call me when I’m sick or show up at my house when I’m moving furniture. What they give me is what they are capable of giving me, and that is quite enough.

I have all sorts of friends besides the Florence Nightingales and Good Time Charlies. I have “work” friends and Jiu Jitsu mates and crossword-puzzle companions and writer buddies.

I cherish them all.

But there is one kind of friend I don’t much like. And that is the kind that is always trying to make me into a “better” friend.

You know what I’m talking about. People who want you to be closer to them than you want to be.

They are the ones who get upset if you don’t call them on their birthday. Or if you don’t give them as much attention as they feel they deserve.

From what I can see, these people are needy not just in friendship but in every aspect of their lives. They are needy with their lovers. They are needy with their relatives. They are even needy with their children.

Need is anathema to friendship. Friendship is valuable only when it is freely given and received.

http://youtu.be/FAvnY5Uwd6A

There is a great book on this subject that you might have heard of. It was written by M. Scott Peck, M.D., a modern-day Christian philosopher. The book is A Road Less Traveled.

It’s not, as many people think, about marching to the beat of a different drummer. It’s about romantic love – why it is a selfish and not a Christian thing. It’s about what happens to the soul of a person when he loves his fellow man selfishly.

Romantic love, Peck says, is an improper form of the kind of love that should be given only to God. He is right.

I remember reading an article by someone who argued that friendships should be “equal.” What he meant by that was that a good friendship is one in which each friend gives the other friend the same amount and kind of attention that he wants for himself.

He said that you should think about each friendship in terms of an “emotional bank account.” And you should ask yourself, “How many deposits have I made in my EBA with that person?”

This is a bastardization of the Golden Rule. It is another form of neediness. And it is not just immature and dumb, it is dangerous and destructive. It is the primary reason many people can’t sustain good relationships. They are always worrying about whether they are getting as much as they are giving.

If you exhibit this kind of behavior in your relationships – business or personal – you will have few that are long lasting.

To me, a good friendship is one that has value to both people in the relationship. The value does not need to be equal. It just needs to be strong enough to satisfy both parties.

If you haven’t caught my drift, the point I’m making is that good friendships are not balancing acts. You can’t be rich in friendship if you are always trying to equalize your relationships or if you besiege your friends with demands they do not want to meet.

I have no interest in getting anything from my friends other than that which they are happy to give me. And I don’t want to give them anything I don’t feel happy to give.

Furthermore, I don’t expect them to give first. When I meet someone who has qualities and capabilities that I admire, I’m happy to take the first step. If they reciprocate, that tells me this is the kind of friend I want to have. If they don’t – well, I haven’t lost much.

This approach applies to business relationships as well.

I will give you two quick examples:

Last week, I had lunch with a former protege of mine. I had given him some advice that helped him get his business started, and we’ve occasionally gotten together to talk about the direction the business should take. When we met this time, I told him that he was doing a great job and that I thought he could keep growing the business on his own. He looked at me for a few seconds, then shook his head. He said that my input was so important to him that he wanted to formalize the relationship and hire me as a consultant. With that, he pulled out his checkbook and wrote me a check for $60,000. “Your first retainer fee,” he said.

This morning, in the mail, there was a handwritten note from a young man who was also a protege of mine. We got his business up and running years ago, and I haven’t actively helped him in maybe three years. The note was very gracious. He thanked me for helping him develop a million-dollar-a-year income. He enclosed a check for $40,000 as a “token” of his appreciation.

This is the kind of business relationships you can have – rewarding on many levels – if you apply the give-first and don’t-equalize philosophy.

Business doesn’t have to be cutthroat. It doesn’t have to be the kill-or-be-killed environment portrayed so often in the movies. It can be that. But it won’t be if you take Dr. Peck’s unselfish “road less traveled.”

Dealing with Disappointments

The $3,500 commission check you were expecting won’t be coming. The customer canceled the order.

The $15,000 salary increase your boss promised when he hired you will be only $5,000. “Times are tough,” you are told.

And the plumber’s promise that he’d have your toilet fixed by day’s end was just a pipe dream. You need a whole new septic system.

There is nothing like a bad surprise to ruin a day. Or three or four of them to ruin a month or a year.

I once knew a very successful entrepreneur who had to face, in a single, six-month period, the theft of his best three clients by a top-salesman-turned-traitor, the death of his father, and the embarrassment of learning his wife was having an affair with his next-door neighbor.

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Smelling the Roses

The most important thing I ever learned about “living rich” was taught to me by a former rich guy who dropped out of the moneymaking game to study Chinese philosophy.

Jeff and I have been friends since high school. Twenty-five years ago, when we were still relatively young men, we were partners in a merchandise vending business that was making lots of money. Jeff’s annual compensation was in the mid six-figure range.

One day, he quit. Since then, he has supported himself by doing consulting and teaching Chinese martial arts. His departure from business did not diminish our relationship in any way. Rather, it allowed us to pursue different careers and compare notes along the way.

I’ve written about Jeff before. He is a serious and careful thinker. And whenever we get together, we enjoy ongoing conversations about topics that interest us both.

We talk about ontology. We talk about sexuality. We talk about aging and health. One thing we rarely discuss is money. But once, the subject did come up.

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Making Our Lives Golden: The Choices We Have

Now that our last child has left home, K and I are talking about getting television service. For about 20 years, we have been without it. The idea was that our children would become better readers without the distraction – and that objective was achieved. All three of our boys are voracious and skillful readers.

But now, as empty nesters, we are thinking that it would be kind of fun to watch some shows together – to spend an hour after dinner, sitting next to one another, laughing at the same things.

To test this hypothesis, we rigged an antenna connection for the set that we’ve been using to play DVDs.

The results of the experiment were mixed. There was something wonderful about watching those programs together – the double pleasure of the experience itself and knowing that your mate is “getting it” too. But when it was over, we found ourselves feeling like we used to when we watched television – a little sad and empty inside. As if we were mourning the time we’d lost.

That got me thinking about how people spend their recreational time – the things they do, and whether that time is spent wisely.

Broadly speaking, you fill your day with four kinds of activities: working, sleeping, eating, and relaxing. And it seems logical to assert that – up to the point of mental or physical exhaustion – the more hours you spend working, the more successful you’ll be.

That said, we must acknowledge that all work and no play makes Jack a dull… or cranky… boy.

You do need some recreation. The question is: How much?

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Nobody Owes You Anything: From Gardener to Entrepreneur

The average Nicaraguan is born in a shack with a dirt floor. He earns less than $15 a week.

Enrique, my gardener in Nicaragua, does much better than that. But he is still, by U.S. standards, poor. Since I am in daily contact with Enrique when I’m there, I often think about how I can help him earn more money. He wants more material goods — and who can blame him, when he sees how “well” we gringos live (in person and on television)?

Several years ago, I was tempted to give him the few thousand dollars it would have taken to make his house one of the nicest in the hamlet where he lives. But I knew from experience that it would do him no good. It would go as quickly as it came. Given money always does.

Worse, it would reinforce the very bad idea that money comes from me to him, instead of from his own labor and ingenuity.

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Giving Thanks

I woke up this morning in pain again. I injured my shoulder wrestling a few weeks ago, and it doesn’t seem to be healing. Certainly not as fast as it would have healed when I was in my 30s.

This is one of the many execrable things that happen to you when you reach 60. But it’s hardly the worst. The worst is that you can’t avoid thinking about death. People you know — colleagues, friends, and family members — are seriously sick or dying.

Right now, I see death as a hateful thief — ready to rob me of the time I need to accomplish the goals I have yet to accomplish.

There is so much still to do: books to write, movies to make, business to conduct, and places to see. But most of all there are relationships I owe time to.

A reader recently wrote asking me why, when discussing how I spend my day, I don’t talk about the time I spend with my family and friends. The main reason is that I don’t feel I should be dragging them into public view without their permission. But another reason is that I write mostly about what I’ve learned… and I haven’t learned how to do a very good job of spending time with them.

When I think about making good use of the time I have left, it’s clear to me that working on my personal relationships should be my top priority.

So why don’t I do that now?

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