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No Returns or Refunds

January 18, 2013

The “Boxing Day” tradition of New Zealand, like most of the current or former British Empire, is to return to stores on the day after Christmas the unwanted or ill-fitting gifts of Christmas. My wife and I exchanged no gifts this year, except for the gift of time with each other and our China-based son and his wife in New Zealand. So we had nothing to return, and we’ve had moments to savor.

Outside our window on Christmas Day was an extinct volcano rising 758 feet above New Zealand’s Bay of Plenty coast.  Its peak was hidden in clouds sent by the remnants of Cyclone Evan.  We couldn’t see the top of Mt. Maunganui; but our fragment of the Roberts family who had gathered for this holiday, below the equator and on the other side of the International Dateline, decided on a “Christmas climb” anyway.

Attempting a challenge whose goal is shrouded in uncertainty is an every-season experience of coaches, which may be the opiate that draws so many men and women to that vocation for so long, and consumes coaches so far beyond what are reasonable hours for most other occupations.

Even in the more mundane existence of a state high school association administrator, it is the unknown of each year, week and day that energizes the grind.  How boring it would be to know what’s at the end of each climb. How exciting it can be to come to a problem-solving table with good ideas and also with the expectation that the best ideas will come out of collaboration with others’ good ideas.

I count myself among the fortunate folks who, at the end of most days and weeks and years, do not feel inclined to want to return the gifts that each has brought.  And I’m still attracted to the discovery of what the next cloud-shrouded climb may reveal.

In Others’ Words

August 22, 2014

I’ve read and heard multiple times – so I’ve come to believe it’s at least partly true – that one of the techniques that marketing departments or agencies use when developing campaigns to promote a product or service is to look at it from the consumer’s, customer’s or client’s perspective.

The point is often brought home that if management would use this technique as much as marketers, then management would be more effective and would label itself, rather than marketers, as the “creative team.” It chafes me to hear a CEO say he or she wants to know what “creative” has to say about a sponsorship initiative before the CEO will offer an opinion.

Thinking about what our customers want doesn’t require that leaders suspend their personal beliefs or reverse experience-based opinions. It merely asks that we look at things from a different and sometimes even opposite point of view. And to be truly revealing, it asks that we try to put into words where other people stand on a particular topic.

It asks us to actually try to describe what our customers see from where they stand and what they say they want. For example, in our work, it would ask administrators to think about and actually describe what coaches want, and vice versa. And it asks both coaches and administrators to think about and put into their own words what student-athletes want, and what their parents want.

This has been an ongoing part of my life, provoked I suppose by my marriage of 42 years to a woman whose political views often point 180 degrees from my own. And this approach has been especially enlightening on school sports’ most troublesome topics, some of which we are tackling at this time, like ...

  • Out-of-season coaching rules
  • Junior high/middle school programming
  • Health and safety mandates