I was reading with great interest an article called "The upside of the downturn" by Geoff Colvin (in FORTUNE, June 8, 2009) and the article highlighted five moves to make now which I found to be right on…so much so that I wanted to re-enforce Colvin’s ideas here:

1. Evaluate employees better - in good times managers fool themselves into thinking they’ve got all "A" players - in tough times, it’s easier to distinguish true stars from third stringers.
2. End guidance - telling investors what quarterly earnings are likely to be, then talking that number up or down as the quarter progresses, and then contriving to beat it - that corporate game has never served a useful purpose and can lead to harm as managers feel pressure to hit announced targets.
3. Manage for value - more than ever, it is critical to focus on what really matters, which is earning a return on your company’s capital that exceeds the total cost of all the capital in the business - obvious but reflect on whether or not anyone is being paid explicitly for achieving that goal.
4. Expand your mind about risks.  Address the most dangerous risks - formerly the taboo subject - now essential.
5. Mine employees for ideas - Potential improvements can hide in a million places.  Ask your associates.

Thanks Geoff Colvin - excellent guidance!

The great news for folks who want to improve their communication is that we have coaches, tutors and guides all around us providing examples of big and small ways we can improve. 

A few days ago I stopped into a neighborhood restaurant for lunch.  The waitress, Nancy, approached the table and with a big smile on her face and said, “Gosh, you look so much like my sister, Carol, and because of that I am gonna be super attentive to you today and if you want dessert, I’ll be sure to secure the biggest slice of cake for you.  I know you probably don’t have a lot of time, so, what can I get for you…?”  Nancy delivered a great experience for me that day and I noticed as she floated from table to table she exhibited the same upbeat friendliness to all her customers.

Nancy’s personal and humorous approach brightened my day and made my lunch experience memorable.  I learned something about how to create “instant intimacy” with a customer from Nancy that day.

Nancy’s a great communicator.  Nancy might have been an unlikely coach but there she was in all her glory providing a terrific example of how to connect powerfully with customers. When I think about great communicators and/or great communication a few things come to mind that characterize what makes them “great.”

The communicator or (communication) is

• Open and accessible
• Inviting and invigorating
• Wise and insightful

Look around, observe - take the adventure and be open to the abundance of great examples that surround each of us - every day.