kentucky: whiskey anyone?

It was 4:30 when we pulled into our visitor parking space at Maker’s Mark Distillery. As we opened the door to the visitor check-in, we were face to face with a gentleman that said “Sorry folks. We were just closing up but the gift shop and info center may still be open. It’s over there.”

We walked to the next building, he walked with us and asked where we were from. It’s always a showstopper when we tell them, in a most casual manner, “Alaska”. “Well, folks, my name is Kevin. I am the master distiller here. See the people following us? They are here to film a tv show. Do you know CBS Sunday Morning? Just because you came all the way from Alaska, please join us.” I turned to see Martha Teichner and her producer, Judy. They were at the Distillery to do a segment on food – and booze, obviously – that will air on the Sunday before Thanksgiving.

We introduced ourselves. I confirmed our stature as true fans by mentioning Charles Kerault and the fact that Frank gave me a present of his autobiography years ago. Then to add syrup to the mix, I complimented her scarves. Now, that was a conversation starter and a showstopper. She told me she hated to be cold and she wanted to know our story.

Time for showstopper #3: Motor home. We talked for a bit about our road trip. Martha said without showing a sign of emotion - well, maybe there was that twitch of confusion we often note when we mention "motor home" to people we meet on the road - that she thought "that kind of travel would be a great thing to do for 2 or 3 years." I smiled but didn’t tell her that I am not so sure. Two or three years is a short time on the planet but a long time in a motor home.

I wonder where she spent the night.

notes from the Journey

There are many stories from our trip. Here is one from July.

There needs to be a book enclosed in every motor home that’s titled “How to Stow your Belongings So You Won’t Get Killed by a Projectile.” Just like a boat on the water, motor homes jostle on the road. Every dip and wobble sends something flying unless you have put it away or tied it down to something. Our motor home is deceiving, however, because it neither looks nor feels like a vehicle. It feels like a small apartment and just as you would in an apartment, we put things away. We don’t “stow.” Big mistake.

The Alaska Canada Highway (the Alcan) is a waving ripple of a roadway. Frost heaves and the perpetual freezing and contraction of the tundra cause the road to peak and bow in a continuous wave. We were celebrating our seatbelts, when there was a crash in the back of the bus. Over my shoulder I saw milk spilled and splashed, on the floor and up the walls.

It was then we figured out we needed to secure the refrigerator door before the first bounce of the road or there was going to be trouble. We needed the “double click”. Without the double click sound of the refrigerator door lock, your food isn’t safe and neither are you.

After several days of mopping salsa, wiping cat food from tipped bowls, and repositioning the cat litter box so it didn’t…well you can imagine…. I am good at securing doors and drawers and stowing coffee pots and sharp knives. God bless bungee chords.

the last great road trip

July 15th was a big day. It was the first night I slept in my new house on wheels...at the bottom of my driveway. We were exhausted from cleaning and emptying our Anchorage home.

We sold our house in Alaska two weeks earlier which was the same Friday I was hosting a VIP Leaders' Retreat. Hanging out with good friends, ambitious friends, was a great finish to our two year stay in Anchorage. Then, we were outahere, gonzo, see ya later alligator. We bought a 34' Holiday Rambler Motor Home, sold most of what we had, shipped family photos and four pieces of furniture to a storage shed in Red Granite, Wisconsin and said goodbye.

It rained and snowed our way out of Alaska into the Yukon. With a smile on my face, we headed back to the lower forty eight.

customer service cruising style

When did I become old enough to think that sitting on a boat with 2000 people might be fun?

Each year in March - not coincidentally the same month we married - Frank and I head out for a vacation. The range has been from Snowbird to Santa Fe, from Quebec to the BVI. This year, Carnival came calling, luring me from Anchorage to Mexico.

I was cold the entire time. Prepared for sultry temps, I packed only sandals with shorts, t-shirts and some travel knits that qualified for formal dining room attire. I yearned for my jeans and long sleeved shirts until the right turn into the gift shop for a fifty buck sweatshirt emblazoned - in silver - with Carnival on my back.

But it wasn't the weather that really bothered me. In fact, us northern folks turn rather crispy in the sun. It's just that you feel so damned old covered up in your beach towel surrounded by spring-break-bikinis. Ahhh...youth.

Let's face it. I am a cruising neophyte. (Who knew there was a cocktail party for seasoned cruisers? The people we ate dinner with could discuss not only destinations but the differences in the ships they had cruised on...) There was the "Disneyland Factor." I wandered about the ship looking for something to dislike with eyes agape and couldn't find it. (Well, maybe the photographers trying to snap a memory for Frank and I to put over our mantel got annoying but only because I have never seen a good picture of myself.)

I know all this sounds like complaining, but the truth is I loved my big ship cruise. I loved the clean - I mean super-clean - sheets and fluffy comforter. I loved chocolates on my pillow, the towels shaped into cute animals each night, and the continuous offering of food from every country. (Even with the upper decks calling, what's not to like about free 24 hour room service?) I loved seeing Cabo and shopping in Ensanada. I loved unlimited ice cream cones in the casual dining room. More than anything, I loved the smiling service. Everywhere.

So no point here except an easy one. I am a sucker for a friendly smiling face reassuring me that there is nothing to do except relax. Once I moved passed the stress of being cared for, even in a very pedestrian Carnival cruise ship kind of way, I was fine. So let's toast the masters of customer service everywhere - and make sure there is an umbrella in the drink when we do!

It's not about the coffee

I was talking to Dr. Bob yesterday and he reminded me of the Starbucks anthem titled "It's Not About the Coffee." The small book (a quick read) got buried in my library so I pulled it out again. I was delighted that the theme of the book echoes the VIP mantra "Build people. Build profit."

We need to be optimistic to realize our vision in challenging economic times. The Starbucks story is a tumultuous one. In spite of the "we the people of Starbucks" declaration of team dedication, their stock has declined this year. Critics love to comment on overpricing, long lines and dirty tables. You can find any variety of coffee drinks at your 7-11 and MacDonald's now. But let's face it...when you have to have a Starbucks, you have to have a Starbucks. You've grown accustomed to the tatooed cashier and your vanilla macchiato.

The company knows they have a great product. They have great store placement - even in China. So what gives? Where are the profits?

They seem to think it's with their team on the front lines. Starbucks made big news a few weeks ago when they closed their stores for training. Now, it's too soon to tell if this will result in a profit turnaround, but it makes a great story and if the tactic succeeds, it will change investor thinking in a big way.

It's a noble act to invest in people. Whatever happens, I know that everyone of their employees is more focused on the bottom line. I wager that team happiness will ultimately mean more to the company than even a price increase could. We'll see.

blast from the past

I got an email last week from a Durango friend that the old New York Bakery exploded. The demise of the 200 year old building was due to a fire two doors down. The pictures on the net were of the bricks from the roofline strewn on the street below.


I used to own the old building and the business it housed. We brought the croissant to southwest Colorado. Albeit a questionable claim to fame, the spirit of the business was to bring new things to a historic small town with tourist traffic that defined it. Every summer, out of towners flocked to the Durango Silverton Narrow Gauge railroad. Excited in the morning and weary in the evening, they wandered Main Street and, when we were lucky, they found our restaurant.

When I got the news, a flood of memories came upon me. So many that I couldn't finish this post. Places are really about people. Enjoy the story of our stop along the journey (read more above) that proves the point:

One night in Anchorage, a few months ago spurred by an email from my friend in Durango, we had fun looking for friends from our ski area days. Turns out, there was an obscure discussion forum post that mentioned John Briner, Skagway, AK. John ran the ski school when we worked at the ski area. We had more fun and drank more beers together than anyone should be allowed. He was there the night we rode the canoe in the powder on Chipmunk Hill and forever tweaked the bow. (Another story, another time.)

The night before we got on the ferry in Haines, we called information and found that, yes, there was a John Briner in Skagway and yes, he was the same one that worked at Purgatory.

We met John in the Red Onion, a bar on corner across from the train station. He walked into the bar looking around smiling so that his eyes squinted just as they always did. His six foot something skinny frame leaned over to hug and shake hands. His lady, Karen, was there to witness our first-time-in-twenty-years reunion. We found a table, ordered the beers and began two days of “whatever happened to” stories.

Like I said, the places we've been are only as memorable as the people we meet.

politics of change

I'm going in. The water isn't really that cold.

It's time to talk politics. Now, I'm not bold enough to claim a candidate yet but I, like you, am listening. My interest in our next election has never been so high. (Okay, I'm a slow learner...) I am searching for the next new thing.

As a matter of fact, searching for the next new thing is a favorite pastime. The Internet makes it easier. I can educate myself here. I can develop opinions with the help of anonymous friends, just a click away. I can get some bad information, too.

The real fact is that, if I read it on the Internet, someone posted it. The person posting has an opinion. Every Internet "fact" is born of opinion. Whether you type the name of a candidate, a recipe or a book in that Google search bar, what comes up on the page are transparent opinions. That information wouldn't be there if someone hadn't thought it had value and she took the time to post it.

The most important part of your search results, however, isn't necessarily the fact that it was posted by someone. The most important part of any search is how soon you found it. If you found your info on the first page of your search, congratulations. It may mean you had lots of friends looking for the same info, too.

So where am I headed with this?

I think everyone should use the Internet to find "friends". (Shame on you...I didn't mean that type of friend...) We should always be on the lookout for people that share information the right way and in the right spirit. The right spirit - one of compassion, curiosity, or generosity, for example - can change the world. (That's right. I said "World!") Each of us has a chance to make a difference. We need to find "our people." And when we do, we need to endorse them.

Your internet search is a metaphor for our lives. Please keep looking. If we don't search for our answers, we can't create change.

a beautiful plan

If people knew how great my clients are, they would be jealous.

I went to Tulsa last week to work with champions. I was given two beautiful days to facilitate the unfolding of a beautiful plan for this year. The team will break records this year. They will earn bonuses. They will be escorted to Israel in 2009. (yes...Israel is the prize!)

How will they do it? They have a production goal and they have a plan.

A production goal is a number. It's just a number. Without a calendar that tells how many days you get to produce and who is going to produce on each of those days, you don't have a strategy. Without a strategy, the numbers can't convert to productivity and productivity can't convert to dollars.

Sounds so simple. But I just spent two days working - we worked hard! - building a strategy for a goal. There is more to do. There is a "people plan" to deliver, too. More on that later.

i've got the power

There is a pile of books on the floor that overflowed from my bookcase. I am surprised at the number of them that have power in the title.

"The Power of Flow" (Belitz & Lundstrom) offers "Practical Ways to Transform Your Life with Meaningful Conincedence."

"The Power of Nice" (Thaler & Koval) teaches "How to Conquer the Business World with Kindness."

Piero Ferrucci (with a forward by the Dalai Lama..!), in "The Power of Kindness", speaks of "Unexpected Benefits of Leading a Compassionate Life."

The most powerful book in the pile, however, belongs to Marianne Williamson's "Return to Love." She didn't need to put power in her title. She made the desire for power a personal challenge. "Our deepest fear is not that we are inadequate. Our deepest fear is that we are powerful beyond measure...."

I met a very interesting young woman on the plane last week. We talked about the power of change, the power of fear and the power of success.

We talked about growing up in Sun Valley (her), skiing to work everyday in Colorado(me), and living in San Francisco (she was bartending and single, I was a working mother in Marin). Her biggest adventure was medical school at thirty. Mine was the move to Alaska with an AARP card. (I wonder: Does medical school trump Alaska?) Each of us had changed where we lived and how we lived many, many times. We shared our stories, laughed, and made five hours slip away.

This trip may have inspired me to write another book titled "The Power of a Long Flight Home: How to Share, Learn and Laugh your Way around the World." I'll open the first page with a quote sent by my dear friend from one of my "past lives":

"The true measure of success in life isn't money, fame or power. It's laugh lines."

Laughter? Now that's powerful.

super tuesday

I think every week should have a Super Tuesday.

A Marvelous Monday would be great, too.

How about a Wonderful Wednesday? Terrific Thursday? Fabulous Friday?

I like this idea - a lot.

I vote to make every day a great day.

When I lived in New York - a very, very long time ago - I went to the post office one day. I had an easy request. I asked to buy a stamp. And then I said,"Thank you."

The postal clerk asked quickly, "Wheah yew frum?" (This is my shameless attempt at writing as a New Yorker talks.)

I replied that I lived around the corner.

"Nah, yew dawnt live here. Yew'r too nice..." he said.

I think I brightened his day. I know he brightened mine. A compliment is a sure way to make someone feel better, even if it's obscure. A compliment can make a day super, marvelous, wonderful, terrific and fabulous.

Have I told you how smart you are? There you go. Have a great day!

what a game!

Imagine how it felt last night to be in the Giants locker room?

Smiles. Cheering. Champagne. What a picture.

I guess it helped to be an underdog. They had a whole lot of energy to harness that helped to move that team towards a common goal: The World Championship!

So why didn't the Patriots win? The truth is, their time ran out.

Sure, the Giants defense fought a great game. Sure, Eli had that fantastic save and hit Burress in the endzone with 35 seconds left. With one second left, the Patriots headed toward the tunnel and left Eli to kneel. And when the clock ticked to zero, the clock ruled the game.

Like the Giants yesterdy, time is on our side in January but works against us in December. If we strive for an annual production goal, we need to watch it every day. Seven days make a week, weeks make months, months make our year.

Football season is over. It's the first Monday in February. Let's get going.

st. augustine

The Future is Now retreat has ended. I miss the VIPs already. I miss the energy. VIPs don't go to an event. VIPs work an event. Half of the attendees this year had their best year ever. Record breakers! What a wonderful feeling: the feeling of success.

During the past eight years I witnessed practice production trends. I mean, I REALLY watched production trends. I watched practices where production grew and practices where production declined. Here's what I know about production growth:

1) Production growth rarely happens by accident. If it does, it won't last long.
2) Record Breaking growth is very, very intentional. You must want to be a record breaker.
3) If you continuously strive to get better, you will be successful.
4) Successful people pay attention. They watch their goal like hawks. They know when they are on it and they know when they are away from it. They hunger for it.
4) Hungry people find a way and make a way. It's good to be hungry for success.

Maybe this isn't new news for for you, but it never hurts to be reminded.

January is almost over. How hungry are you?

the amazing race

If you missed it, the Amazing Race ended in Anchorage on Sunday night. All signs point to Alaska becoming the cool destination for hippies and adventurers. Wait...it's always been that way, hasn't it?

Imagine my delight watching the contestants climb glaciers, run through downtown and finish at MY ski area. (It's pretty easy to take ownership of a ski area so few people get to ski.) No matter where I lived, it's fun to have my home town admired: New York, New York (Sinatra, of course), Telluride (Tom Cruise!), Durango (summer flocks to my restaurant), Colorado Springs (who hasn't heard of Pikes Peak?), Ft. Lauderdale (Frankie Avalon and Annette, of course), San Francisco (Tony Bennett ) and now Anchorage (no song, great views!)

The city is easy to maneuver with all the conveniences of other cities. Just fewer of them and we haven't gotten a Target yet. Anchorage is best enjoyed as a launching point south toward Seward and Homer or north toward Denali. Lots to see on the ground but the awesome views are from the sky. My two small plane trips this year are unforgettable.

Tomorrow, I am off to St. Augustine to meet with the VIP Leaders. I've learned to appreciate the winter sky and the short days up here, but I sure am going to enjoy some sunshine. I feel like I have in all the big cities or the small mountain towns in the middle of winter. I need to change the scenery every now and then.

It always feels good to leave and yet it's great to get back home. Absence does make the heart grow fonder. How lucky I am to have choices! Change is fuel for my spirit. Hope you get to mix it up and get charged up about something today, too.

the numbers

My husband, Frank, and I have just completed a data tracking program for our clients. We designed a way to enter daily data and produce a report that shows progress in your business. It is a beautiful thing. It's easy to input data; the report is easy to read and understand. As wonderful as it is, however, I am struck by how the numbers are really of little value.

The numbers are only symptoms. In order to begin an action plan, you need a diagnosis. "Good numbers" are symptoms of success and "bad numbers" are diagnosed as failure - a disease of the misdirected. Failure is not a fatal disease. Failure and disappointment are what we need to begin to plan. We can be successful with planned action. We can find a cure for failure.

"Bad numbers" can be corrected. Failure can be"cured." New marketing, new high value services, and new leadership strategies, in combination or alone, can be just what the doctor ordered. Too often I see clients so focused on the poor numbers that they ignore the cure. That's like staying up all night worrying about the cold you caught instead of resting, drinking fluids and taking some Emergen-C.

Data is important; don't get me wrong. We just spent months designing a great data tracking system. But reports can only indicate that something is right or wrong in your business - not what you should do about it. That takes people. That takes leadership.

productive discomfort

Here it is again: That stomach-flipping condition called change is flying in and out of my office this morning. I am getting ready to facilitate a VIP Leadership retreat in St. Augustine next week. What will I do that makes me better for my attendees?

Getting better means different things at different times. When I am sick, I want to get better so I can go outside. When I ski, I want to get better so I can ski a harder run the next time. When I work, I want to get better so the people I work with can feel better about how they live.

That's a workout. It's a challenge to get better at the game of living well. Living well means health, prosperity, and relationships. I am not a doctor but I can tell when I need to see one. I am not a financial planner but I know how to save (and spend...). I am, however, a coach and I know what it takes to feel good in a relationship.

When we think about relationships, we usually think about our spouse or lover first. Second, we think of our family. Third we think of friends. In my work, I want to know about all those things but the ones that make the most curious are the relationships we have with the people we work with each day. We can spend more waking hours with them than either our mate, family or our closest friends. We should spend more time thinking about how to make our work relationships more meaningful.

Work relationships feel like risky business.

They are. All our relationships are. If we don't challenge ourselves to understand, and if we don't ask to be heard, relationships become flat and uninspiring. I don't want to be flat or uninspiring next week. I guess I will have to change something - again.

let the sun shine

I live in Alaska.
Today the sun came up about 10:00.
I 've learned some things about survival in the dark.

1) Make sure you have a bright spot every morning.

Each day, I make a cup of tea, turn on all the lights in my house and read a book. My morning ritual sets me up before I start working. It's deliberate and it's predictable. It may be the only part of the day that is that way.


2) Make sure your office is bright and inviting.

Mine is a sunshine yellow. I love coming to the office. It's in my home and away from the rest of the house. When I step inside and close the door, I am ready to work. I could be anywhere. If it's bright, I am going to produce good work.


3) Make sure to slow down at the end of the day.

If I don't fight the slow down that occurs as the day darkens, and I relax into the evening, it is so much better. We spend a lot of time as a culture ignoring what we need. Bears and cavemen were smart. When it's dark, slow down. You don't need to shut down - just slow down. You'll sleep better, too, which leads to the last rule:


4) Go to sleep eager for the new day.

I adopted a habit that closes the workday and sets up the next. At the end of the day, before I turn out the light and close my office door, I make a list for the next day. On a fresh page in a spiral notebook. No more than 8 items long. Simple.

I learned that long lists don' t work. We never feel that we are "done" and we are never satisfied. The thing is...we are never "done." What we can be is accomplished. We can move forward.

Makes me happy to move forward. I know the sun will rise again - sooner or later - and, no matter what happenned, I will get to start over. If there is a new list, there will be a new day.