It’s decaf, I swear!

This cappuccino loves you.

This week I’m trying something radically different than my normal routine. I’m going to try to limit myself to one espresso, coffee, or similarly caffeinated drink per day. It’s a bold choice considering I haven’t gone more than a day without ingesting at least three (usually an Espresso in the morning, Americano in the afternoon, and some Earl Grey after dinner) in quite awhile. But what began as a love of good coffee and strong tea has become an addiction that makes mornings without caffeine something of a cross between sleepy and irritable. I’m sure my fiancee could be more descriptive, but for the sake of brevity (and in avoidance of slander), I’ll leave it at that.

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Latte Art Throwdown in Atlanta

Thursday Night Throwdown in AtlantaThat’s right! There’s a monthly competition in Atlanta where baristas from all over town (and sometimes beyond) get together, pitch in 5 dollars, and try their luck at pouring the best latte art. And from what we’ve observed, the Atlanta barista community knows how to throw a party.

Sooo… latte art? Yep, if you’ve ever ventured beyond the corporate chains to an independent coffeehouse you’ll likely be familiar with the hearts, flowers, and more abstract designs that can be created from pouring frothed milk into espresso by way of skillful, steady hands. It’s a sight to see for sure, but also a good indication that the person across the counter actually cares what goes into the cup.

You can catch the next Throwdown this coming Thursday, May 10th, at Octane Westside. It’s free to attend and watch. And if you’ve had some experience on an espresso machine, you can toss in a fiver and bet on your ability to craft a cash-winning pour. You might even spot some Ripplers in the crowd cheering for the competitors. So, whether your all in for the competition, or just a sideline spectator, we urge you to head to Octane, get a beer, and check out this Atlanta-born experience.

The Ripple IT Rebrand

Chip at the Eiffel TowerIf you’re here, you can see that we’ve retired our blue and white logo, along with our little friend Chip. Don’t be sad for Chip, he’s traveling the world and doing shots with Count Chocula.

If you don’t want to read about our rebranding (who could blame you), just know that we are the same Ripple, but with a new logo. If you’re the curious type and want to know more, read on.

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How Do I Get the Awesome Version?

Brooklyn BridgeA good friend of Ripple (and a client, natch!) wrote a post about asking for the best price. That’s always a good idea, of course, but I think there’s a question to be asked prior to that question: “How do I get the awesome version?” Not for everything, mind you, but for the stuff you care about, the stuff that matters, searching for the lowest price first almost guarantees that you will get what you paid for.

Asking “how do I get the awesome version,” even if it’s only rhetorical, helps you and anyone you talk to establish the starting point, continue reading

IT Is An Investment, Not An Expense

IT Service is an InvestmentIT is often seen as an expense. It’s treated as an expense on most income statements, and most companies work as hard as possible to minimize it, like any other expense. Except that IT is not an expense, any more than hammers are an expense for carpenters, or factories are for manufacturers. continue reading

Mobile Workforce

Locked & Chained
Image by .Bala via Flickr
I need them here so I can keep an eye on them, make sure they’re working and not stealing from me.
We hear this occasionally from small business owners when we are discussing VPN or other remote access capabilities for their employees. We went through this same discussion internally years ago. At some point we realized that if we have to worry about our employees actually working, or worse, stealing from us, we’ve hired the wrong people, or we haven’t defined our expected results, or probably both. The ones who are asking for remote access are the ones who want to work, and want to be able to work while they’re waiting for the doctor, or even more likely, when they’re at one of our clients. Our experience taught us to define the expected results, give people the tools they need, and let them succeed. Or let them fail and send them on their way. But we don’t build roadblocks. Our founder, Mike Landman, wrote a nifty bit about our experience with mobility for Smart Business Magazine. Head here to read it.

Firing Clients

The story about the JetBlue flight attendant who lost it after dealing with a rude passenger reminder me of an article I wrote in 2006. I think it still holds up.
Firing clients
Sure. Why not?
Seth Godin has a post about people being rude and disrespectful to airline staff. His question is: Should companies “blacklist” bad clients?
Yes.
Ultimately it’s a question of how much long term benefit (working with desirable, respectful clients) you are willing to trade for cash right now. I would argue that your workplace is a better place when you move on from clients that are disrespectful.
At Ripple we love our clients, and work damn hard to make them happy. But we have let several go over the years. Fired them. Not because they weren’t profitable or because they were financially burdensome, but because they were disrespectful (although the correlation between disrespectful and low-profit is high). Because they treated our staff like servants, or lied to us, or in some way showed a pattern of disrespecting Ripplers, we let them go.
The hidden cost of having a staff that cringe every time the phone rings is higher than most people realize.
Companies need to enforce a level of respect and dignity with customers. An airline should not tolerate abusive fliers and they should in fact, blacklist them. They make the airline staff and all of the other passengers uncomfortable, and they lower the bar for the rest of us. The entire culture of flying is degraded by the “entitled” flier. The abusive flier.
The airline industry is frustrating. I have done more than my share of complaining about it. But every business needs to draw the line at personal attacks. If the airlines started banning certain customers, they would send a powerful message to their own people: You matter. We expect the highest level of service and commitment from you, and you’ll get respect in return. The gratitude and re-humanization that airline staff would feel would be 100 times more powerful than all of the lame morale programs trotted out by the airlines to try to fix their service.
Airlines send a powerful message when they turn their cheek to such behavior: The lowest person that walks in here with $200 is more important to us than you, our ten-year employee. Abuse is simply a part of the job, and you need to suspend your dignity while you’re in the uniform.
Bullshit.
Fire them. Fire them and send out a press release. Fire them and tell the world why you did it. Fire them and let people know that incivility won’t be tolerated at your company. Fire them and send the message to your employees that they matter. Fire them and make your company a better place.

Shortchanging yourself because you sell with no story

We had a sales meeting a few years ago that we knew would be a little rushed, and in the interest of getting through everything we wanted to get through, we shortened our presentation. But we did it the wrong way – we cut out parts of our story. To keep the truth complete, you can compress parts of a story, but you can’t skip any parts. An illustration from a true personal story: A family friend, Harold, had a very successful career. He worked his way up the ladder (this was 50 years ago) and went on to become Chairman of the Board of a major steel company. Then he gave away most of his fortune upon his death, leaving only a tiny fraction to his family. Huh. OK, that’s sort of interesting. But I can’t tell if I should like Harold because he worked hard, or dislike him because he left little to his family. Now the story with all of it’s parts: Harold grew up in the depression – really poor. He worked hard and was given a scholarship to Washington University. It helped, but he had to work all through college to make ends meet. He worked at a major steel company as a janitor. He never worked for another company in his life, and went on to become Chairman of the Board. He decided upon his death that he would have amounted to nothing if not for the scholarship, and that he owed it to others to afford them the same opportunity. So he gave almost his entire fortune to scholarships, leaving his family enough to be comfortable, but no more. That’s a very different story, and not a whole lot longer. But knowing the whole story makes a huge difference, doesn’t it? In this sales presentation –  in the interests of shortening we skipped the parts of the story that make Ripple Ripple. We delved right into benefits and deliverables, and while they are very good, they don’t tell the story. I learned that when I have to shorten a story, not to cut parts out, but rather to compress parts. I could write 3 paragraphs about Harold growing up in the depression. But just knowing he grew up in the depression is enough in a pinch.

Mike Landman’s 7 Rules for Job Seekers

You are a product. Your resume and interview are your marketing. And a product has to differentiate itself to have a chance of being noticed and valued. It astonishes me to continually get the same generic resumes, the same attempt to prove diverse skills, and the same generic answers – that I must conclude are coming from the world of resume/interview advice. The prevailing theory seems to be “offend no one, never take your self out of contention.” Imagine that process recruiting for a sports team or a movie cast. Terrible. So I have my rules.

No one else will have my same rules, which leads us to Rule #1.

There is no such thing as the right resume, no right interview.

Remember, this is not much more than a professional date. There are certainly a few things to do every time (no burping, no shorts), but every employer is different in nearly every other way. It’s easier to be yourself than to try to figure me out.

You can’t fake who are without being no one. When you try to be the person you think I like, I don’t like you. Because you seem insincere and full of…something. There is no need to fake who you are, or what your background is. You don’t know what I want.

This is a 2-way street.

You’d better be interviewing me too. We’re in this together, so there is not a lot to be gained by being a sycophant in the interview. Make sure you want the job. More importantly, make sure you want the company. I should be sharing my company with you too.

Well-rounded is safe. And safe is dangerous.

Name one well-rounded famous athlete. OK, there are two. Deion Sanders and Bo Jackson. And neither could play hockey. But basically, no others. Even MJ couldn’t do it. Well-rounded means you are not awesome at anything. And I’m looking for awesome. At something.

You are weak. At something, probably many things. So “struggling” to find a weakness is lame. A weakness of being “too organized” is lame. When I see that pained expression where you try to find weaknesses but “can’t think of any,” I think: “weak.” Trot out your real weaknesses, they actually accentuate your strengths.

Leave me with a story to tell.

I am going to leave our meeting with an impression of you. And, if you have done well, a story to tell others about why you’re the person for the job. So find a pointed, true narrative to weave in about yourself that touches the every part of the interview from beginning to end. No story = lost in the shuffle.

Thank me. Twice.

When you get home, do 2 things. Send me an email thanks, and drop a real (handwritten!) thank you note in the mail. Even if think you bombed, a handwritten note will put you back in contention. Class stands out.

Extra Bonus for Entry-Level Job Seekers:

If you are entry-level, I am looking for a bargain. The very nature of entry-level is: “I’m cheap, and I’m willing to prove myself.” You can’t be bringing experience, which means you need to bring something else. Ambition, a record of achievement, raw talent, personality, something. Something that makes me think you’re a bargain. Because cheap labor, absent some returned value, is not a bargain. Figure out what your something is.