I am sitting on a bus. No, I didn’t go back to school…and I am not on my way to the state pen. I write to you with love from a BOLT BUS, traveling from Washington, DC to New York City.

I have spent the last 7 days in Washington, DC on business. After attending 2 back-to-back conferences and holding 13 in-person meetings with clients and prospective authors, I am a worn out pup. Rather than flying home to Charleston for the weekend, and then turning right around and flying to NYC on Monday morning for Book Expo America…I decided to save myself the hassle and go straight from DC to NYC. This should be an easy and cheap proposition. Right? Nope.

I visited Amtrak.com to purchase a 1-way ticket from DC’s Union Station to NYC’s Penn Station. A 3-hour train ride. Easy I thought. Haha. Fares were between $150-200. Hum, that seems pretty high for a rail company that can’t even brag about having a 60% on-time rating. I next checked the airlines. The lowest price was $299 for a one-way ticket from Reagan-National to NY-LaGuardia. Ugh.

I then turned somewhere I never thought I would turn. The bus. I discovered BOLT BUS. For a mere $21, I secured a one-way DC-NYC ticket. Point-to-point, travel time is only 60 minutes more than the train. To boot, Bolt provides free WiFi and power outlets at every seat, ensuring me 100% uptime and productivity. I suppose I shouldn’t be surprised the bus was 100% full. My fellow passengers include young professionals, college students, and even a few moms and dads. I bet if I really looked hard, I would find a few other cost conscience CEOs.

Will Bolt put Amtrak or the Airlines out of business? No. But it does provide consumers more choices. If you want to find entrepreneurial innovators creating better options for consumers, look no further than Bolt Bus.

Filed under: Entrepreneurship, Innovation, Bolt Bus | Post a comment

I presume you know the story about the Frog in the Pot? It goes something like this…

They say that if you put a frog into a pot of boiling water, it will leap out right away to escape the danger.

But, if you put a frog in a kettle that is filled with water that is cool and pleasant, and then you gradually heat the kettle until it starts boiling, the frog will not become aware of the threat until it is too late.

My fear on this Tax Day is my greater realization that we American citizens are the frog and the operator of the stove are the politicians in Washington.

Like millions of Americans, I filed and paid my taxes yesterday. For most, it is not a day we look forward to. Unless of course you are a Washington politician, because that is the day that treasury coffers re-fill. The problem is the taxes we pay are no longer enough to re-fill the coffers.

Outside of Washington, American families’ gathers around the dinner table to pick and choose what they will purchase vs. “pass on” so they can live within their means. “If we are going to send our kids to private school, we have to pass on new vehicles, a new boat, and that coveted Disney vacation” the conversation goes.

Washington politicians don’t have conversations like that. They don’t make hard decisions like you and I. They just spend, and spend, and spend into oblivion. When the money runs out, they just pile on debt, they borrow money from other countries, and they endanger our country’s long term welfare. Why? They can’t say no…AND…it isn’t their money anyways.

At some point the debt will come due and the only way to pay the bill will be for Washington politicians to stick it to you and me. But how do they raise our taxes and still manage to get re-elected? Simple, they do it very slowly…they increase the temperature of the pot 1 degree at a time…they levy 1 new tax at a time…so we don’t notice.

Because these politicians can’t keep soaking “the rich” (the wealthy don’t have enough money to pay for all of Washington’s debt), they will slowly target their next prey: the coveted middle class. The largest class of Americans, this class represents a real prize to money hungry politicians. But how?

A tiny little VAT tax. Made popular by our friends in Europe, the Value Added Tax is an extra 8-20% tax on just about everything you consume. Every time you buy something, just plan to add an extra 8-20% to the purchase price. This “shared sacrifice” tax will help us finally become “fiscally responsible”. Right?

I doubt it. With more money flowing into the treasury via the VAT, Washington politicians will just find more stuff to spend the money on. Washington politicians have yet to demonstrate any ability to say no to new spending. Why should you or believe them now? If we are smart, we won’t.

The pot is heating up, and unless we the citizens become engaged and demand meaningful change to restructure our entitlements and live within our means, we’re dead meat. My fellow Americans, it’s time to kick the politicians out.

Filed under: Politics, Thoughts, Tax Day 2010 | Post a comment

Last night, I and the world watched Duke win the NCAA Men’s Basketball tournament. The game, which many called a true David vs. Goliath, featured the Butler Bulldogs from the Horizon League against the gold-plated Blue Devils of the ACC. The win marked Duke’s 4th NCAA title. Making it to the title game was a first for Butler.

What impressed me the most however, was not the scrappy and tenacious play of the Butler team, but the impressive quiet strength of their leader, Brad Stevens. The 33-year old head coach, who looks like he could be 23, matched wits with Coach K on the other side of the court. Stevens looked like he belonged. He was calm, he was poised, and he executed his game plan perfectly. He and his team acted like they had played in the title game dozens of times before. The morning of the championship game (Butler University is just 7 miles from the site of the championship game) Stevens required that his players attend class in the morning. It was just another day at the office!

As an entrepreneur, I believe there are many leadership lessons that we can learn from coaches. Business, like college basketball, is a team sport. What I learned from Brad Stevens was this: treat the championship game no different than any other practice. Hard work, every day, makes it easy to “belong” when you reach the mountain high.

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I walked into Whole Foods Market last night to pick up a few groceries. This is not a typical occurrence for me. Whole Foods is not close to my house, and thus for convenience reasons, I regularly shop at Harris Teeter just a few blocks from my house.

Affectionately referred to as “Spend Your Whole Paycheck Market,” I got out of there for $100 on the nose. If you have ever been into a Whole Foods, it is easy to see why people just can’t resist spending. For starters, the store is beautiful…warm, inviting, and well merchandised. Second, all of the food looks so damn tasty. Third, and most important, the employees of Whole Foods really love working at Whole Foods…not something you sense at most other grocers.

As I was checking out, the cashier fired up a conversation with me. I told her that I had purchased 1 lb. of fresh scallops from the seafood counter for dinner. At first glance, I thought the price read $2.99 per lb. After the seafood dept. attendant had selected the scallops, weighed them, wrapped them, and handed me the container…I realized it said $21.99 per lb. Gulp. Whoa! The cashier immediately stopped dead in her tracks, she looked at me square in the eye and said, “You don’t have to buy these. I can easily take them back.” I thanked her for the kind gesture, but reassured her it was okay and I would enjoy every bite of these scallops for dinner. She wished me all the best for an enjoyable dinner, and I was on my way.

As I walked to my car, I got to thinking: “would a cashier at any other grocery store do the same thing?” While I can’t say NO with 100% certainty, I feel confident in my answer. There is a noticeable difference in the attitude of the people of Whole Foods compared to any other grocery market. It is evident that Whole Foods people are foodies. You can tell that they are aligned with the vision and mission of the company. That alignment is displayed in every conversation that Whole Foods employees have with customers.

By taking good care of their people, Whole Foods has turned each and every one of their employees into their best salesperson. Their employees in turn take good care of their customers, building bonds and relationships that last.

While their food is awfully good, their people will keep me coming back time and time again.

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Earlier this week, 1st year Tennessee head football coach Lane Kiffin announced his abrupt departure for the University of Southern California. Tennessee administrators, players, recruits, and fans gave Kiffin tons of loyalty and support. Obviously it was a one-way street.

It has become all-too-common for big time college coaches to job hop as frequently as their counterparts in the pros. When a better opportunity comes along, wham, nothin but tail lights.

Tennessee immediately centered their search on two candidates; Will Muschamp, defensive coordinator and “head coach-in-waiting” of the Texas Longhorns and David Cutcliffe, former Tennessee offensive coordinator and head coach of the Duke Blue Devils.

David Cutcliffe

As many expected, Will Muschamp declined Tennessee’s overture and will stay put at Texas. What comes next is nothing short of unbelievable…

“You follow your heart in big decisions,” David Cutcliffe told ESPN.com’s Heather Dinich. “I have a lot of ties and a lot of people that I’m very close to, and a lot of respect for the University of Tennessee, but my heart is here [Duke]. We’ve worked very hard these two years to change the culture, to change the team physically. You feel like the job’s not done, and in this era, it bothers me, what we do as coaches, moving here and there. This is mid-January. Nothing about that felt right to me as a person.”

WOWsers! David Cutcliffe turned down one heck of a promotion, pay-raise, and legitimate shot to regularly compete for conference and national championships…because he didn’t want to leave his players, his administration, and his fans high-and-dry like Lane Kiffin did!

Real leaders put the needs of their people ahead of their own. The captain is always last off the ship.

Hats off to David Cutcliffe for being a real leader and a shinning example of all that is RIGHT in college sports.

Filed under: Leadership, College Football, David Cutcliffe, Duke Blue Devils, Lane Kiffin, Tennessee Volunteers | Post a comment

Last week, the US Senate voted 60-39 in approval of health care reform efforts being advocated by President Barack Obama. After this land markbill was approved, laudatory remarks and far flung compliments were pilled high upon Harry Reid, Senate Majority Leader, and the “chief sales officer” of this bill.

As a sales professional, I live my many rules. One of my favorites is slow down for yellow lights.

Harry Reid: The Not-so Enlightened Salesman

Too many salespeople, in an effort to “close the deal quickly” gloss over important details. In doing so, they fail to understand the full expectations of the prospect. Then, only after the deal is done, is it realized that timelines and end deliverables were unrealistic. What happens next? An unsatisfied customer.

The un-enlightend salesperson (you notice I didn’t use the word professional) will hit the gas when he spots a yellow light. Why? Because he has to get the deal done before the end of the year to meet quota? Because he is afraid that if he hashs out the details of the work the prospect might see something he doesn’t like and change his mind. Because he is unwilling to have “tough conversations” with the prospect about uncomfortable subjects that are necessary before the deal can be closed.

Mr. Reid followed the exact course of many salespeople. He hit the gas when he saw the yellow light. A final 2,000 page bill to re-work 1/7th of Amerca’s economy was voted on before Senators had a chance to fully read it, just so he could deliver a “victory” to the President before Christmas.

A bad thing can happens when you speed through yellow lights. Accidents.

Filed under: Sales, Harry Reid, Sales | Post a comment

The best way to heal the nation’s sick health-care industry is to put patients in the middle of the process

Over the past months, a debate about how to manage health care has raged throughout the country. Although Republicans and Democrats each have their own plans, it seems that politicians from both parties and most Americans can at least agree on the problem: The cost of health care is rising too fast. At its current rate of increase, reasonable health care may soon be unattainable for many Americans.

In my opinion, this is a real and serious problem indeed. However, I must confess that aside from paying passing attention to headlines in newspapers and sound bites on radio and television, I haven’t been able to make this a personal issue—something that mattered to me in my daily life.

That changed last week when I went to visit a family doctor—what’s now called a “primary health provider.” This was my first visit to a doctor in years. I am 28 years old, healthy, and thus have had no need to see a physician.

I checked in with the doc because I had had a serious bout with food poisoning. It had lingered a tad longer than it should, so I wanted to be certain it wasn’t something more serious. The doctor did a quick exam. Then he took blood to send to a lab, and suggested a few other tests I could take to determine if my problem was more than food poisoning.

I noticed that as he was suggesting various forms of treatment, there were no price tags attached to any of it. It just didn’t matter to him because he assumed, rightly, that it wouldn’t matter to me. I’m thinking, hey! I’m insured, I’m young, I never use any of that expensive coverage, so sure—give me every test known to man. My health insurance is picking up the tab.

As I walked out of the doc’s office I had a sudden insight as to why our health care system is so screwed up and expensive.

When you visit a doctor, prices of treatment are never revealed. We as consumers don’t know the real cost of the care we insist on getting for ourselves. And if we don’t know how much things cost, what kinds of decisions are we making? Do you really need that CT scan? Do you need it so much you’d pay $4,500 for it? If you were footing the bill yourself, you’d probably want a second opinion before opting to have a CT scan that takes minutes but costs as much as a good second-hand Toyota.

It’s human nature. Imagine you are at the fanciest steak house in your hometown. When you get the menu, there are no prices listed. If lunch is on you, the 8-ounce filet will do fine. If lunch is on me, you might be thinking the surf-and-turf is the way to go.

But the truth is that you do pay for your health care costs, albeit in indirect, hidden ways. For example, most employees are paid via direct deposit into their checking account. Therefore most employees don’t see the Medicare taxes taken out, or the Social Security taxes taken out, or their contribution to their health insurance premium taken out. In the same way, when that same employee goes to the doctor, he or she never sees the true cost of their care.

But as soon as a dollar figure is attached to health care, it gets much more interesting and a lot more personal. Give an employee his $2,000 bi-weekly check, then ask him for $800 back for all of his taxes, and see how long it takes before he elects to have a health savings account (HSA) and begins to make smarter health choices.

Years ago, a study was conducted on the care given to rental cars by those who rent them. Researchers discovered that in the entire history of the rental car business, not once did a renter ever have a car washed before returning it. Why? Because we don’t fully value what we don’t own.

So let’s put the patient in the middle of the process. When we’re sick, give us the power of information and the wisdom to make our own choices. When transparency is brought to health care and patients know the real cost of the treatment they elect to receive, we will begin to make substantial progress in fixing the health care crisis.

Until that happens, it’s all free Band-Aids and chewing gum—business as usual for a critically sick health care system.

Filed under: Personal Journal, Politics | 1 Comment

Last evening, my brother and dozens of other men and women serving in the US Armed Forces returned to the US from a 12 month deployment to the Middle East. I suppose it is fitting that he returned home in the dark of night on Thanksgiving Day.

Since September 11, 2001, I sense that our heroes have changed. Once before, many Americans would cite athletes, movie stars, and political leaders as heroes. Today, those same people will name police officers, firefighters, and US Armed Service men and women as heroes. Fittingly so I believe.

A modern definition for HERO is this: individuals who, in the face of danger and adversity or from a position of weakness, display courage and the will for self sacrifice.

To my brother, Captain Justin M. Witty, I salute you for your service, self sacrifice, and courage. You are a hero indeed.

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As I look back upon my life 5 or 10 years from now, I will probably reflect on today (Tuesday, November 10, 2009) as being one of the most significant. Surprisingly, today had nothing to do with my business. I didn’t get married or engaged. My alma mater didn’t win a championship.

Today, I accepted a nomination to join the Board of Directors and server as Marketing Director of Youth Entrepreneurship South Carolina (YEScarolina), a not-for-profit 501(3)(c) dedicated to teaching underprivileged South Carolina students the principles of entrepreneurship and the free market system. These kids, whom have never been exposed to business in any significant way, participate in intensive business and entrepreneurship education and activities. At the end of the curriculum, students are charged with going into the world and starting a business of their very own.

This volunteer position will require great energy and effort. The significance for me personally is the opportunity to fulfill a passion (entrepreneurship) while providing young South Carolinians a much needed boost and helping hand. Much more than that, I will help teach a flock of youngsters how to fish, in effect, giving them the tools they need to feed themselves and others for a lifetime.

A red letter day indeed.

Filed under: Entrepreneurship, Giving / Philanthropy, YEScarolina | Post a comment

Last evening, as is my customary Wednesday-night ritual, I was paying bills and tending to personal financial matters. Just like every time, I logged into my Bank of America account online to check the balance of a credit card. To my surprise, I had apparently traveled to Europe and racked up $5,000 in hotel and airfare purchases.

While this development was nothing overly-concerning to me (a similar situation had happened a few years ago), the way that Bank of America handled the situation was.

I trust that with a company like Bank of America, with millions of customers, they receive phone calls like the one I was about to place on a near 24-hour basis. And, while this is probably “business as usual” to them, it almost always IS NOT to the victim of the financial fraud.

After I spent 25 minutes on the phone being passed from department to department, I finally got a representative on the phone who was supposed to help me. He didn’t. He then told me that the department that I really needed to speak with wouldn’t be back open until Monday at 9am.

So what were the big mistakes? Where do we begin?

First, never once did any B of A rep express regret for this happening or re-assure me that everything would be alright. For many, a financial snafu like this can be a terrifying situation. I can hear Suzy homemaker now… holy sh*t, some crook just ran up $5,000 on my credit card, am I going to be responsible for this? What am I going to do? Everyone associated with the credit fraud department should be aptly trained to reassure and calm customers. Empathy can go a LONG way when helping customers with problems.

Secondly, perhaps B of A might consider making their credit fraud department a 7-day per week operation? When someone discovers $5,000 in fraudulent purchases on a Sunday afternoon, do you think they really want to have to wait until Monday to be told they won’t be responsible for this? Just imagine if it was a debit card where the money is automatically deducted from your account? My contention is that if they can sell me a credit card 7 days per week, they should be able to serve existing customers 7 days per week. No?

Finally, as has become customary with most big companies, I was passed along from department to department pressing “2”, “5” or “1” without ever being able to talk with a live human being. Many of the new automated systems no longer allow you to press “0” to get a live operator.

So how did I respond? Simple, I let my money do the talking. I am in the process of closing my Bank of America credit card, and opening an account with American Express.

Bank of America’s top brass might want to spend just a little bit more time monitoring and improving how well his company serves customers and a little less time politicking in Washington, DC. In the new emerging economy, service will become even more important. Those that neglect this fact will do so at their own peril.

Filed under: Customer Service, Bank of America | Post a comment