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.

Filed under: Personal Journal | Post a comment

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

In 1783, the American Revolutionary War came to an end. Victory was had, but it came at a steep price. The outcome was significant. America would be an independent nation, free of monarchy, dynasty, and dictatorship.

Since that time, America has continued to exhibit distaste for dynasty in our political system. With the exception of father and son Adams and Bush, American politics has been largely free of family legacy. While George W. Bush was twice elected President, I would argue there were many concerned about the father-son relationship. On the other side of the isle, America’s lack of interest in a Clinton dynasty was partially responsible for Barack Obama’s defeat of Hillary Clinton in the 2008 Democratic primary. The thought of the White House being held by a Bush or Clinton for potentially up to 28 years was too much for most Americans to stomach.

With Senator Edward M. Kennedy’s recent passing, some in the media have suggested that it is unfathomable to imagine a US Senate without a Kennedy in it. Many have urged Kennedy’s widow Vicki or nephew Joe to run for the seat.

In my mind, family dynasties aren’t good for the health of our democratic system long-term. American doesn’t need more Bushs, Clintons, or Kennedys in politics if you ask me. We need more independent, “from scratch” individuals who want to serve their country for the right reasons and aren’t looking for a life in politics.

For the best of America, I for one am hoping to see new blood (and a new name) representing Massachusetts in the US Senate.

Filed under: Personal Journal, Politics | Post a comment

A few weeks back, airline industry pioneer JetBlue revealed what many would consider the most outlandish marketing promotion yet: unlimited flying for a 30 day period for only $599.

What makes this “good marketing” is quite simple.

First and foremost, the sheer outrageous nature of the promotion was enough to raise eyebrows throughout all media. The promotion is different and unlike anything ever done before. Because of that, JetBlue earned numerous media mentions from radio, television, newsprint, and online. JetBlue easily earned hundreds of thousands (if not millions) in free PR just by the news media talking about it. The promotion has already paid for itself before the first customer booked a seat. Furthermore, it got consumers talking in a positive way about JetBlue.

Secondly, the very nature of the promotion reinforces JetBlue’s reputation of being a “different” kind of airline. Considering the traditional hub-and-spoke airlines continue to suck wind (4 of the 7 have filed for bankruptcy in recent years), JetBlue is clearly onto something by maintaining its “different” streak. Why the other idiots haven’t copied the heck out of JetBlue is beyond my comprehension. The JetBlue promotion has few “catches” and is rather transparent, which again reinforces JetBlue’s relatively positive reputation as not trying to dupe customers (unlike most of the traditional hub-and-spoke airlines).

Finally, the marketing promotion makes logical sense, and contributes to JetBlue’s bottom line…which is what sales promotions are supposed to do. The 30-day flying period of August 18 – September 18 is by far the 30-day window in the calendar year that is the softest for flying, meaning JetBlue (as well as every other airline) have the most open seats. The plane is flying whether there are 100 or 150 people on the plane, ya know what I mean? Better to get some money for that seat than no money.

My applause to JetBlue for demonstrating yet again that it is an enlightened organization.

Filed under: Innovation, Marketing, JetBlue | Post a comment

This week I depart for South America. Specifically, I will visit the cities of Lima, Iquitos, and Cuzco in the Republic of Peru. The origins of this trip began from what was a casual lunch time conversation last November.

My friend and fellow Rotarian Todd Garrett was telling me of a micro lending enterprise he created in Iquitos a few years back. Todd, an entrepreneur in Charleston, SC, runs the enterprise from afar, making 2-3 in-person visits each year. I was instantly fascinated, and peppered him with so many questions through lunch that he barely had the time to choke down his sandwich.

For those that are unfamiliar, micro lending is just as it sounds the process of providing micro loans (as little as $100) to aid entrepreneurs in creating micro enterprises in developing countries around the globe. Pioneered by Muhammad Yunus of Grameen Bank, this form of financing has gained popularity and critical acclaim around the world.

An entrepreneur and free-market champion myself, micro lending is especially intriguing and fascinating to me. It is my belief that the individual and society gain dramatically more when a man is taught to fish rather than simply feed a fish. The power of self reliance should not be underestimated. Micro lending provides start-up capital to those who would otherwise be considered un-credit worthy.

This excursion to Peru will be a fact-finding mission of the highest degree. I am going to shadow Todd for a full week, interacting and engaging with his team, his credit recipients (customers), and government officials. It will be a fascinating and enlightening week abroad. For the little I know, it is my hope that micro lending can be a critical tool in aiding those in need around the world.

For those that are interested, I will publish a full report of my findings (with pictures) on the subject of micro credit upon my return. Until then, ya me despido (it’s time to say goodbye).

Filed under: Entrepreneurship, Giving / Philanthropy, Travel, Grameen Bank, Muhammad Yunus | Post a comment

Last month, South Carolina Governor Mark Sanford officially rejected a portion of South Carolina’s federal stimulus hand out. His decision was met with both tears of joy and tears of frustration and outrage, depending upon your viewpoint

While much will be made from all sides, one thing remains clear to me: this is a principled decision from a very principled man.

Mark Sanford’s primary tenant in rejecting the stimulus funds is simply that it is irresponsible and shortsighted to heap more debt upon existing debt. He argues that you can not spend your way out of debt. He views being a responsible financial steward of the State of South Carolina as primary responsibility.

When Mr. Sanford was a U.S. House Representative, he spent his six years in Washington sleeping on a cot in his congressional office. The money he saved was returned to the taxpayers in his district. Mr. Sanford has exhibited the same frugal characteristics during his six years in Columbia serving as Governor.

Mr. Sanford is one tight, penny-pinching politician. The times of trial and tribulation we now face will require many hard choices. Washington, state, and local governments are going to need far more penny-pinching politicians from both sides of the aisle if we are to exit this economic recession on firmer financial footing.

Filed under: Politics, Thoughts, Federal stimulus bill, Mark Sanford | Post a comment