Apathy = A Problem Technology Cannot Solve

Some of you know I have two blogs currently. I wrote a post for hospitality technology made simple that I thought was worth while for the readers of k.sturm blog as well. I won't do this often as duplicating blog content is a bit lame, but I thought this post was worth it.
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I am a big believer that technology can solve many business and operational problems. There is POS for tracking product mix, streamlining order flow, and revenue reporting; Inventory Management for getting accurate food costs, purchasing cycles, and inventory control; Reservations for managing guest reservations, table turn, and wait times; and a slew of other systems depending on the venue. But for hospitality venues there is a problem that technology solutions cannot solve - mainly apathy or the trait of "learned helplessness."

Last night my family and some friends went out to dinner at El Paseo restaurant in Santa Barbara. We were doing an early dinner (we had two toddlers in tow) and were glad to see the restaurant was not too busy. We really like El Paseo because of the atmosphere (retractable roof) and good food (our opinion). We LOVE the table-side made guacamole and fresh made warm tortillas, and they usually have a pretty solid margarita. We go enough we know what is good and what is not, so we stick to what is good (like the fajitas). Also an important point is I go there because they are a former customer and I am a firm believer in supporting your customers.

But our experience last night ranks in my top 5 worst at any hospitality venue. I point the cause to apathy on the part of the manager and service staff. I will set the stage as it was immediately apparent El Paseo was understaffed for the night. We were all sensitive to this as my wife and friend both waited tables for years and I have spent hours on end helping restaurant staff work through system technology issues (I bused tables in a suit once at a customer site because that was where I could help ensure the guest's experience stayed positive). From the moment we walked in the door at El Paseo we were an annoyance versus a guest. I had to find someone to seat us, and once we were seated had to flag down the manager after 15 minutes. We asked the manager if he could bring us water and napkins (napkins came half way through the meal...recall we had two toddlers with us) and requested a waiter to come over. He declined to get us water and replied, "I will find someone to get your drink order." No apology for the wait or a comment that things might be a little slow.

When our waiter arrived (visibly annoyed we had him summoned) we ordered our drinks, our food (with a one special request), and asked for silverware and napkins. We got three deep sighs and at least four eye rolls. We had been given a kids menu and ordered two kids meals with a lemonade. When our drinks arrived the waiter set a foot-tall-cone-shaped-three-pound-bar-glass filled to top with lemonade in front of our friends 2 year old (no exaggeration!) We asked for kids cup to which he responded they have none (kids menu, kids meals, no kids cup?). We asked if they had a smaller cup, and he came back to the table with a plastic Budweiser cup and no lid (a Bud cup for a toddler?).

We arrived at the restaurant before 6:00 pm and received our food at about 7:00 pm. In that one hour we saw our server once to place our order and once to receive our drinks. We called the manager over twice to ask for more water and napkins, and never once got an apology or a comment on better service. I helped implement El Paseo's technology solutions so I know their systems cannot be to blame for what we experienced last night. I also know the ownership group and have eaten at their other restaurants in Santa Barbara, so I do not believe it is part of the ownership group. Our experience last night was 100% caused by apathetic management and wait staff. But our experience could have been 100% different with the same staff and same poor service. Here's how...

roll out the welcome mat
Greet your customer with a smile and welcome them to your venue. Even if the service is going to be below standard you should still make your customer want to be there.

when required set a low expectation
When as a manager or server you know you cannot deliver the best service, be up front with customers and set that expectation. Offer that you will check in as often as possible, but that service may be slower than normal. That way if it is slow the guest expected it, but if it is not you over achieved. Most customers will be accepting of this.

Image credit to Julianfoto

cater to your customer
If you offer a separate kids menu families will come to your restaurant. Parents expect kid cups to be available if you have a kids menu. Not having kids cups is saying you don't want kids in the restaurant.

apologize when you know you should
You know when you need to apologize for crummy service, even when it's not your fault. An apology can go a long long way. Everybody has bad days at the office. Apologizing when you flat out do not deliver means you care enough to want to deliver.

If only I could invent a technology solution that solved the apathetic employee problem...

My 100th post!

After almost a year and half I finally reached my 100th post! A goal this year is to post more frequently and on a subject matter that I think will be more interesting from a business standpoint.

When I started blogging I posted on just about any topic that shot into my head. The blog had a few different names and themes. It started out "Kevin Sturm" with a very generic template, then migrated to "fun@life", and I finally settled on "k.sturm blog" with the current layout (which I really like). Originally most of the posts were about my family and general happenings in my life. The blog was kind of a hodge-podge of information.

In the past year I began to refine what I posted on and choose more topics on business related subjects. I made that decision because I love business and am passionate about new ideas and making them happen. I finally quit my job and started my own company, kevin sturm Consulting. Many of you know with that new venture I launched hospitality technology made simple, a blog dedicated to my consulting business.

With focusing so much on business posts and posts for hospitality technology made simple I haven't really posted much about family, being a husband, and being a father. And really that is the part of my life I love the most. Chrystal is my best friend, most wonderful wife, biggest supporter, and often my muse. Being a father to Brody is more than I could have asked for in life, and there is endless blog content in that little head. With the expectation of a new little girl in April I want an avenue to share that part of my life. So, in the danger of spreading my blogging capabilities and time to thin I will be starting a "daddy blog" in the near future...probably late March.

I think that will be all the blogs I can do as I will be covering all of my passions. I may try and use "WordPress" on this new blog because of some great advantages they offer. I've learned a ton about blogger though so we'll see. Additionally I hope to have guest bloggers as I have tons of friends that are crazy funny, and have kids that inspire some riotous laughter.

But the real point of this post is to thank my readers (few as that may be). I have no idea how many of you are out there, but yesterday I randomly discovered one in Benny G (thanks for commenting Benny!). Thanks also to David Jay, Tim Halburg, Andy Morales, Chrystal (obviously) and a few others for being consistent commenters. My request from the rest of you at this point is to add value to the blog and post your insight. I'd love to hear from you!

Set Goals Instead of Resolutions

I've been meaning to do this post for a while, but have been lazy on the post front. It's now almost February, but my post for the 2008 new year is don't set resolutions. In stead set goals. Not widely outrageous goals, but goals that are achievable and broken down into increments. They should be challenging, but also attainable.

On September 26, 2007 on a flight from DFW to Charlotte I made a list of my two year goals. I was reviewing it this week. I've done well in some areas and not so well in others.

Q4 2007
Professional

• Establish my niche in consulting where ever it may be, hotel ideally
  
• Bill 20 hours per week
  
• Start posting meaningful content on hospitality technology made simple every two weeks

Personal

• Read my bible every morning for at least 15 minutes - have not done
  
• Get out of the rat race and keeping up with what we think is the requirements of success
• Run every 3 days at least - sometimes yes, right now no
  
• Read one book per month on something and keep doing it
  
• Finish house - not even close
  
• Post to k.sturm blog at least every 3 days - not quite there

Q1 2008
Professional

• Bill 20 hours per week
• Post meaningful content on hospitality technology made simple every two weeks
• Speak in some capacity at an industry conference
• Have business plan for new company idea complete with market analysis, 1 year, 3 year, 5 year revenue forecast, and mocked up design

Personal

• Have a plan to live “below” our means allowing us the financial freedom to take trips and live free
• Begin taking a one week trip per quarter with Chrystal and Brody somewhere fun where we don’t work at all

Q2 2008
Professional

• Bill 16 hours per week and increase hourly rate
  
• Hire first employee/subcontractor for kevin sturm Consulting billing 20 hrs/week
• Speak in some capacity at major industry conference
• Have a second draft of business plan in place and start moving forward
  
• Find a developer that will “drink the cool-aid” or get venture capital funding…drink the cool-aid is way better

Personal

• Go on Potter’s Clay construction team (not sure if this will be possible with baby due)
• Be training for Marathon or Triathlon

Q3 2008
Professional

• Give Keynote Session presentation at industry conference
  
• Be at least one quarter into v1.0 of new business
  

Personal

• Visit Opportunity International bank in Mexico or Africa
• Run a Marathon or do a Triathlon

Q4 2008
Professional

• Hire second employee/subcontractor for kevin sturm Consulting billing 20 hrs/week
• Speak at hospitality technology industry conference
• Sign up early adopter customers for v1.0 release

Q1 2009
Professional

• Speak at hospitality technology industry conference
  
• Release v1.0 of new business venture
  
• Attend industry conference on new business venture
  

Q2 2009
Professional

• Speak at hospitality technology industry conference
• Release v2.0 of software
• Speak at industry conference on new company venture
  

Personal

• Attend TED Conference in San Francisco Long Beach with two friends

I Love My Job

I flew down to San Antonio today for a consulting gig at the Westin La Cantera. I have a really bad cold so flying was brutal. My ears are still plugged up. This place is uber nice and I got a sweet room with a view of the property and surrounding hills (photos below). It was really nice to relax for a bit in a nice room with a spectacular view. How great is it that get to come stay at a nice hotel for work! I love my job!Now I'm off to have dinner with my father-in-law.

First Check!

I got my first check for kevin sturm Consulting in the mail on Friday. The first of what I hope will be many...Yeah!

It's Finally Done!

After long hours of figuring out html works and much gnashing of teeth my new "other blog" is finally done. As most of you know I quit my job and started my own consulting firm. As part of this initiative one of things I noticed was that there was very little online content in the way of blogs for hospitality technology. Most of the major industry media organizations have one as part of their website, but there really isn't anything from someone that works day to day in hospitality technology consulting.

So, as of tonight hospitality technology made simple is up an running. It's a blog about trends in hospitality technology. My hope is that the blog will be helpful to venues looking to implement new systems and to consultants in the industry looking to get or give advice. I hope to do some interviews with major figures in the industry, and if people actual find it interesting get a forum up where we can all share ideas for success.

I will only be posting every week or two weeks at this point, so I'll still be updating this blog regularly as my personal blog of business and life in general. If you know of anyone that may find the new blog interesting please point them to it. It will be a couple of months before there is enough content to be really meaty. You can also email me topics that you think would be interesting (if you care about hospitality technology). I'll need the content ideas.

Delivery for a $1.00

I'm on my way home from my first client trip. I was at Microsoft's office in Seattle for three days (never saw the sun).
I was working out of the R&D building and tried to see the latest Microsoft Surfaces demonstration but no luck. I didn't even get to see the current one. Most of the things going on in the building we won't see for 10 to 15 years. How do you plan for technology products 10 years in advance? With as fast as technology changes that just seems unrealistic...but I suppose somebody has to do it. There were also supposedly 30+ researchers with PhDs in the R&D building! That is a whole bunch of brain power.

Most of the offices are in Redmond, WA and the entire city is pretty much Microsoft. From what I was told Microsoft employs 45,000 people at the Redmond campus! That is almost half the population of Santa Barbara! And the campus is pretty amazing. They have multiple soccer, football, and baseball fields, indoor and outdoor basketball courts, and all sorts of other fun stuff.

I was there to install eMenu, a software that will allow all Microsoft employees to order lunch via the company Intranet and have it delivered to their desk. Seriously. You can check out eMeu here, but don't order from this site because this place actually exists in NY. Microsoft has the most amazing company cafeterias with awesome food and now they are offering to deliver your lunch for $1.00 (plus the cost of the food). I think that is awesome because I'd take a lunch break to go work out and then have my lunch delivered to my desk and eat it there (in the scenario I had an office of course).

James, the Microsoft analyst I did the install with, had a futon, big screen TV, DVD player, Xbox and wii in his office! It was complete with a small movie and video game library. How would you ever get any work done?
Microsoft's countdown to release clock

Extreme Marketing

Marketing is hard. Really. Once you are uber successful I'm guessing it gets much easier, but before that point it's hard. When you don't have a huge customer base all blabbering on about how brilliant you are the only option is to self blabber about brilliance. I've spent the last two work days self marketing. Whether cold calling, emailing, requesting references via LinkedIn, or getting my new hospitality technology blog (to be announced soon) together. This is all pretty much standard new business stuff though and comes with the territory. It's one of those things though before you start you think, "I've got a huge network, I'll get business." (at least that is what I thought). The reality is that it is a long ramp and you have to claw for every opportunity. Nobody starts at the top. People may indirectly reference you but most likely they are not looking for business for you.

I am a true believer that word of mouth marketing is king (especially in my business). But, if you can't tell one great story about yourself no one else will be able to either. To get one big deal someone has to believe that you can be successful with that big deal. And if you have no references for your greatness then you must become your own self reference.
This post was prompted by an absolutely outlandish extreme marketing example I saw in the Starbucks parking lot today. Check out this guys car. He caught me taking pictures of it which was pretty funny. He acted like it was a totally normal occurrence, which was more funny.

Chicken Little and Sky Catcher

My dad used to always say, “If you're not part of the solution you're part of the problem.” (though the saying is generally credited to Eldridge Cleaver). I've tried to take this philosophy with me to every project and believe it is a good rule to live by. For the sake of clarity I'll define this as being a person that brings solutions not problems (hugely insightful I know).
Everyone has been on a project with someone that has “Chicken Little Complex”. They bring up every possible pitfall in the project, why ideas won't work, and regularly send emails to the project team when pending disaster is inevitable - leading everyone on the project in a fire drill effort that generally could have been avoided (i.e. Foxy Woxy's hole). As a project manager or a project team member strive to be the antithesis to Chicken Little. I call this person “Sky Catcher”. I've held this title on projects multiple times in my career. Sky Catcher is the person on the project that objectively looks at each situation and offers solutions to problems, but more importantly becomes the person that helps advise Chicken Little.

Imagine how different the story would be if Chicken Little was productively educated by Henny Penny on the elemental nature of the atmosphere, the concept of gravity, prompted with ideas of what could have hit her on the head, and more importantly the danger of “forest frenzy” due to adoptive apprehension.

If you have a project team member with “Chicken Little Complex” make it your personal duty on the team to be “Sky Catcher”. Provide solutions but also help prevent others from only bringing problems. Most likely you will find yourself in the position to offer advice often, and may just find yourself leading the next project.

Do You Have Different Types of Ethics?

Yesterday I had the pleasure of speaking at Westmont (my alma mater) to the Business Ethics class. There were even a few pre-med students in the class so they got to hear the story of a doctor bound student who took a different road.
In preparing some material I began to formulate some questions regarding having multiple types of ethics. I asked the class, "Have you heard of Marriage Ethics, Sports Ethics, Driving Ethics, or Raising Kids Ethics?" They all said, “No.” But they were taking a class called “Business Ethics”. Why do we have an entire subject dedicated to Ethics in Business?

Yesterday morning I had breakfast with my college coach and we were talking about how it is often easy to justify a different set of ethics in sports. A similar example came up in my conversations with the class when one of the students talked about the last World Cup the USA Women's soccer team won. I had not heard this but the USA goal keeper had stopped a shot during a shoot-out that won them the game. After the game was over a slow motion replay showed the goal keeper steeping forward towards the shooter. In soccer this is illegal as you can only move laterally to stop the ball during a shoot-out. In keeping with a single sports theme, would you slide tackle someone in soccer knowing you could not get the ball to keep them from scoring?

If you knew it meant the difference between winning or losing the World Cup would you take a step forward? It is cheating and against the rules, but could you justify it for that? I don't know if the goal keeper did it on purpose or accident, but she did break the rules.

As a separate example if it meant paying the rent or not paying the rent, would your normal ethical actions change? Do your ethics change when you have more to lose?

During my research I found a quote that my buddy DJ had told me a while back from John Maxwell and made it the topic of discussion with the class.
“There's no such thing as business ethics—there's only ethics. People try to use one set of ethics for their professional life, another for their spiritual life, and still another at home with their family. That gets them into trouble. Ethics is ethics. If you desire to be ethical, you live by one standard across the board.”

The discussion in class was great and they really had awesome insight. Way better insight than I had during college. They even asked me some questions that I had not thought about with regard to a few personal experiences I shared with them. The short of it came to the fact that when there is more at stake you are more willing to move the ethical line. I even got a question during one of the discussions from a student asking if there was any way to “spin” a message so that it did not seem so bad. He didn't use the term “spin” but I think that was the underlying question. It is the dilemma of a whole truth versus half truth. If you tell half the truth does it cancel out not telling the whole truth, and is a half truth more ethical when there is more at stake? I say no, but my experience has showed me that when more is at stake what is ethical becomes hard to see.
I have not read John Maxwell's book, but his underlying premises is The Golden Rule still applies to life. “Do unto others as you would have them do unto you.”

Thanks to moms around the world (especially mine), you were right.

Last Day

And I got this fortune in my fortune cookie today. No Joke! How awesome is that?

Watch Out for Falling Rocks

I’m off to a rocky start.

A week ago was supposed to be my last day with Agilysys but I elected to extend my employment. I’ve been managing a large project for six months with a major account that has gotten delayed by one month, and after review decided it was better to not transition the project. There are a few reasons for this, all of which have something to do with hoping to get future business through my own company with the group I’m working with. Additionally the person it would transition to is a really great friend and already loaded with projects.

When I first announced I was going out on my own there were immediately some very large opportunities that came my way. Two of these projects were a year or longer and would have generated over 75% of my income for 12 to 18 months. One of the projects fell through a month ago because the company hired a hotel management company and the other fell through today because of a possible merger or buyout of some kind.

I found out about the second one by breaking one of my cardinal email rules. I was taking Brody to preschool this morning and popped open my email at 8:30 am while he was eating breakfast. The first email I read was from a client saying that it looked like the project was going to fall through and not happen. This immediately put me in a bad mood. Reading email first thing in the morning can do that to you, because email all too often has bad news. My bad mood then affected the family (and our cat who annoyed me and then took the brunt of my bad mood).

If I had waited till 10:00 am to read email I would have been in a better mood when I got to work, had my coffee before finding out bad news (which is important), and Chrystal and Brody would not have experienced my bad mood (and the cat would have had a better morning).

But as in all situations, you dust yourself off and....hi ho, hi ho, it's off to marketing I go.

It's Not About You

I was visiting a church last Sunday and the pastor’s sermon started with, “It’s not about you…”. His next four words were “…it’s about God.”, but for this post I’m going to focus on the first half.

As I embark on this journey to be a successful hospitality technology consultant I have multiple times thought about the challenge of how to communicate clearly my desire (my mantra if you will) to help clients be successful. I find this especially difficult as a technology consultant because there are so many of us (versus them). This is also a challenge because many prospective customers have had poor experiences with consultants. How do you convince a customer that your desire is for them to be successful and that you can help create value?

I believe the first thing is to recognize that it is not about you. Focus on your customer and see how they react.

In short, use your ears and listen. Epictetus said it best, "We have two ears and one mouth so we can listen twice as much as we speak."
I’ve posted on this key successful trait before (probably because I recognize how much I need to improve in this area), but I find that listening can help a client believe you want them to be successful. Clients hire you as a consultant because they believe you have or can find answers. And they may be right, but having answers comes with the prerequisite of understanding the problem – vis a vis listening.

Success as a consultant is predicated on your client's confidence that you can make them successful. In your next client meeting build confidence not by knowing all the answers (because you won’t) but by listening and understanding the problems you are there to resolve.

Be Encouraging...and Honest

A few weeks back I posted about starting kevin sturm Consulting. Starting your own company is nerve racking, stressful, overwhelming, and really fun. The amount of responses I got to my email was almost overwhelming. I have five weeks left in my job and the amount of encouragement I have recieved in starting out on my own is making me feel so blessed.

If you haven't sent someone an encouraging message today, do so. It feels great to give and get encouragement.

Here is some of the messages I got. The title of my post is "Be Encouraging...and Honest". One response I got was so wonderfully honest (the bottom one). It was from Chrystal's aunt who is/was uber successful and smart. Loved this one becuase it helps me keep perspective of how some potential customers may be.

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"congrats dude... i'll be praying for you. i've been in the same boat of late, where i feel like i need to take the fork in the road. hopefully soon we'll find you with a wealth of clients to consult and me with a new book on the store racks... " -jw

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"Way to go Kevin!! The first step is the hardest but once you've madethe decision, all that's left is making it work. Word will get aroundand soon you'll have to hire your own staff to keep up with it all andnext thing you know, you'll live next door to Omphara. I'm excited foryou. The next few years are going to be interesting for your family.Take some advice from an old fart? Stay intimate with your loved onesand keep what's important to you close to your heart. Don't let thejob swallow you up. That's it, no more advice." -jb

_________ (this one blew me away)
"Hey buddy. Congratulations on taking such a big step; I know it's got a be a little scary walking away from everything that you've worked for, but if anyone can do it, I know you can. I also know that you wouldn't do this without going through everything that you needed to, and getting the right answers. :) I just want to make sure that you know that, in the event you run a little short on working capital before you get everything up and running, let me know - I don't have much, but I'll help out as much as I can, financially or any other way. I have that kind of confidence and faith in your abilities and know that you've been in the business
long enough to make this work. Sounds like I should start the Kevin Sturm Fan Club, huh? :) Keep me posted; you'll be in my thoughts and prayers. Just don't forget us little people when you're rolling in more money than you can ever spend! :)" -kd
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"Wow! How fun, You go Kevito. As in everything that you have tackled thus far, I am positive you will give it your all and be a screaming success." -tl

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"Hi, KevinCongratulations on following your heart. I wish you well. My one piece of advice (for now) is to attend to marketing one full day of every week. " -bp

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"I wish you well in your new opportunity. It is not easy to take the riskier path, but that path may be the right one for you. You will never know unless you try, and if you never tried you would always regret not trying. I'm betting you will be successful. I wish you well & I look forward to hearing about your progress." -jd

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Nicole and I wish you the best of luck in your new venture. Please let us know if there is ever anything we can do to help you out. One thing that we have found in building Nicole's marketing consulting business is that you need as much help as you can get from your friends. We are here for you if you need us. A challenge of starting your own business is that there are so many things that you need to accomplish, and you are behind from day one. Its not that its all hard to understand or difficult to accomplish, the challange seems to be that there are so many things to get done that its hard to think of them all and to consider all the issues before deciding how to act. We found the book Getting Started in Consulting by Alan Weiss to be very helpful. Its not an earth shattering book full of revolutionary ideas, but it is a very helpful and complete list of things to get done with some good ideas about how to accomplish each." -db

_________ (I love the honesty)
I know you are excited about your new opportunity, Kevin, and we sincerely hope it turns out fantastic for you. I have some misgivings, but that is because I see life through different filters than you do,which is okay, and what makes the world turn round.........I rarely if ever worked with consultants that I thought were worth a flip, so I tend to be suspicious of anything that has the word consultant in it. Like you said in your blog, though, integrity is the single most important description that could ever be attached to your business name - never compromise that, although it may be harder than you think when you need your fee to cover a house payment and groceries for the month..... I personally never ran across any consultant in my career who didn't have all kinds of hidden agendas that made it impossible for them to be objective. Hopefully, you can be the first competent one I'll meet! Having said all that stuff-with-a-slightly-negative-bent however, we do wish you only the best and hope you are wildly successful... Keep your goals and your principles lofty, have a plan, and another one to back the first one up! We're rooting for you............" -aw

The Customer Equality Paradox

This is an interactive post, and I’m curious to know what everyone thinks.

Twice in the past two weeks customer equality has crossed my path. The first time was about two weeks ago when a colleague said to me, “The [Customer 1] and [Customer 2] seem to be your highest priority and everyone is mine.” The comment was made with the utmost sincerity, honesty, passion and true belief which I really respected. But my first thought was is this really realistic? Is it a smart business decisions to give all customers the same importance?

The second instance was just a couple days ago. I was flying from Los Angeles to Las Vegas and showed up to the gate well after the first boarding announcement was made. I always fly United and recently they implemented a Red Carpet boarding line where regardless of when you show up they will completely stop the other line and let you board if you qualify for the Red Carpet line. For this flight I could not use the Red Carpet line, but I’ve often thought is it fair that someone gets to stop the entire line after showing up late to board? Is it a good business decision to treat two customers differently when they paid the same amount for a service?

Both of these instances speak to the Customer Equality Paradox: are all customers equal. It is important to note here that I’m not asking are all customers important, because that’s an easy answer. Rather, are all customers of equal importance to your business?

Complete the survey below and I’ll let everyone know what the outcome is. I’m interested to hear everyone’s comments about The Customer Equality Paradox.

What is your thought on Customer Equality?
	All customers are equally important
	Some customers are more important than others
	Customers are not important
	I'm really what is important
Free polls from Pollhost.com

If you showed up late to boarding your plane and could cut in line by using the Red Carpet line would you?
	Yes, because I've earned it
	Yes, because I've paid for it
	Yes, because I'm important
	No, I should have been there on time
	No, I think it's rude
	No, I'd feel bad
Free polls from Pollhost.com

Secrets of Success

Last night I loaded a few TEDtalks onto my iPod for my morning travel to Las Vegas. I came across a great one entitled Secrets of Success in 8 Words by Richard St. John. It’s only three minutes long so you should listen to it, but if you don’t have time for that here are the 8 points.

1. Passion - Do it for love, NOT for money. Guy Kawasaki phrases this as do something where you “make meaning”
2. Hard Work - Success is hard work, nothing comes easy. But it needs to be fun or it probably is not worth doing
3. Practice Practice Practice - Practice enough to be great at it
4. Focus - Focus on one thing and do it great
5. Push Yourself - Push past self doubt, obstacles, and negative people
6. Serve - Serve others and make the service valuable
7. Have Ideas - Spend time thinking and come up with new ideas
8. Persist - Failure happens, persist in the face of failure

Transition Day

It’s a big day today. Sorry the video is so dark, but what should I expect when I wake up at 4:30 am. Not even the sun is awake.

Just Be Honest

Lately I've been reflecting on why I've been successful in my career so far. I think it's important to look back and review successes and failures when planning for how to be successful in the future. I also think that it's hard to be realistic with yourself because you may want it to be for reasons that it wasn't or isn't (like you are really smart instead of just really lucky).

After sending the message to my friends and family announcing that I was going out on my own I got some of the most encouraging responses. Every response was encouraging, even if it was advice on my logo or business name. But what struck me were the comments on why people said they knew I would be successful. The thing that stuck out the most was that they said I was honest.

Over my career of 9 (short) years I've made it a point to be honest with customers and co-workers, always. That means when I've screwed up or when it is really bad news for a customer, so be it. Bad news is often hard to deliver and hard to hear, but in my experience every customer was appreciative of the honesty. Sometimes it meant I lost a customer or had a really unhappy customer, but it also meant that person new I would be honest with them the next time. In a world where lies are abundant and facades seem to be the norm honesty is refreshing. And like any refreshing drink you want more of it.

A prospective client that decides on a separate contractor because you are honest about not being able to meet a requirement will come back again for a bid the next time...because you were honest.

Just be honest. Even if you lose a customer, you won't lose your integrity...and nothing is worse to lose.

Don't Go It Alone

Over the past few years I’ve watched colleagues take the plunge to become consultants, and I’m always surprised how many of them want to go it alone. Two of the biggest challenges when starting a new business (specifically consulting) are...

• All your success stories have an asterisk that you did it under the company you used to work for.


• You don’t have the best kind of marketing, which is a direct reference from a personal contact that has experienced your company.

In Tim Sanders’ book Love Is the Killer App he says, “Your network is your networth.” Your ability to generate revenue is directly correlated to the amount of people that are willing to recommend you, assuming they even know what you do. Using your network to create business is something that too few people do. My dad (a long time entrepenuer) always told me, “It’s not what you know, it’s who you know.”

I’ve spent almost every evening of the past week sending out introduction letters to prospective clients, and I’m pretty confident that some business will be generated from that work. But I know that a direct reference from a personal contact will generate more opportunities than I ever can. I say personal versus professional because a professional reference is from someone that doesn’t know you. They know what you do and so they reference you, but they don’t encourage someone to hire you. Personal references enjoy referencing you and passionately encourage someone to hire you.

I sent out the first ping to my personal network-of-success. I’ll keep you updated on what generates more business: the letter to my network or introduction letters to prospective clients. I'm betting on my network.
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Letter to my personal network of success.

Yogi Berra once said, “If you come to a fork in the road, take it.”

It seems almost a dozen times in the past three years my professional life has been at a fork in the road and each time I’ve taken the “safe road”. Three weeks ago I reached another fork in the road.

Just over a month ago InfoGenesis was purchased by Agilysys Inc., the largest hospitality technology company in the world. As many of you know, about four months ago I accepted the role of Director of Professional Services for InfoGenesis, helping recover a department that had gotten somewhat off course. Three weeks ago the new company ownership asked me to move to Las Vegas to manage the professional services group, as that is the new primary services office. Chrystal and I love Santa Barbara and are not yet ready to leave, so I declined the offer. Upon declining the request to relocate the joint decision was made that they would be hiring someone for my position in Las Vegas. Though this sounds like an unfortunate incident I am viewing it as an opportunity.

The new ownership had expressed the sincere desire to keep me on board at the company, and requested I think about what job I would like. It was wonderful to have the blessing of being able to choose what job I really wanted, and even create one if I could justify the value. After much reflection, discussions with Chrystal, wise counsel from my dad and prayer I have made the decision that this time the job I really want is Owner and Principal Consultant for Kevin Sturm Consulting.

At what will be one month short of nine years, my last day with InfoGenesis will be Friday, October 5. I have spent many evenings over the past few weeks working on starting Kevin Sturm Consulting, and will spend many more in the coming weeks. Most of that time has been spent networking with contacts and getting a foundation to start a client base. At this point I would say I have the ground work in place, but I still need to finish my website and a few administrative tasks associated with starting a business. The next step is to land a customer and my first of what I hope will be many consulting jobs.

My biggest challenge in this role will be establishing my own reputation in the industry. For nine years I have been backed by a big well established company. As a private consultant I now have to make a name for myself, but the recommendation from a trusted contact will always be a vital part of my business. All of you know me personally, professionally or both and I hope can be part of my extended network-of-success. I will be providing a few different services, but will specialize in system evaluation and selection for hospitality venues and use case and requirements gathering for hospitality vendors. If you know of any hotels, restaurants, resorts, golf courses, stadiums, corporate cafeterias, or any hospitality related venue that is opening or planning on replacing their technology system(s) and feel confident in referencing my services please do.

As I embark on this new journey I covet your prayers, words of wisdom, criticism and help. Thank you all for your friendship and support. I am hoping that this will be first installment of a regular newsletter, and that with each new installment I will have stories of success and learning experiences to report. If you’re a blog reader you can catch regular updates of how things are going on my blog.

Cheers!

Kevin

New Banner!

We'll, like I said Jeremy Wold was able to do a quicky fix for me to get my banner updated. It's not perfect but he got it to work better than me.