Stephen Hay

Stephen Hay is a consultant who helps his clients build tomorrow's service organisations. His career has allowed him to live and work in eight different countries and visit a further 25. He has worked with international development agencies, corporates and government bodies.

 

New Zealand is an island nation, our economic livelihood depends on our imports and exports and the processes around them. We also have low productivity, I wonder why?

Here’s my recent experience.

On 7 January 2012 I ordered a product from a supplier in Germany, it was picked, packed and despatched on the 9th, a Monday.

The DHL tracking number showed me when it left Germany and when it arrived in New Zealand ready to be cleared by Customs. That was on the 18th.

Quite reasonable progress so far.

Then complete silence. So I rang up mid-afternoon on the 31st to see what had happened.

Not knowing where to start, I first rang DHL Global. The tracking number I gave them turned out to be a Deutsche Post number and meant nothing to them so they put me through to DHL Express. Again the number meant nothing but I was informed that Deutsche Post parcels went straight to New Zealand Post so I should call them. I did so.

At the New Zealand Post International I was asked for a UPU number, something I had not heard of before, but now know for next time, as the DHL tracking number I had been using was no use in NZ.

I rang DHL Express back and was given the UPU number.

I rang NZ Post back, gave them the UPU number, which ended in DE and was given a new UPU number that ended in NZ. They looked up the details and told me that NZ Customs had held the parcel and that a letter had been sent to me on the 19th. It has still not arrived…

They kindly informed me that I could clear the parcel by phone if I spoke to a New Zealand Post Customs Broker. To do so I would need a Customs Number which they were able to give me.

I duly rang the Broker only to find that they had finished for the day. I’ll ring back tomorrow…

Lessons learnt.

The system is efficient, if you know how it works. I should have called 3 days after the parcel had arrived in the country. But…

Why can’t the carrier, DHL, tell me the code that NZ Post will use and the status of my parcel? And then, why can’t the NZ Post person clear my parcel for me?

More importantly, why can’t NZ Post Customs Brokers call me to let me know there is a parcel waiting?

This is a great case of a linear process being applied to centralised data. Just hook all the information together in one  place then give it to people who can act  on it. It really can’t be that difficult.

Thank goodness my business did not depend upon the parcel…

 
Economically simplistic but still perhaps the cleverest and simplest description of the debt problems facing both the US and many European counties. Why the U.S. was downgraded:
  • U.S. Tax revenue: $2,170,000,000,000
  • Fed budget: $3,820,000,000,000
  • New debt: $ 1,650,000,000,000
  • National debt: $14,271,000,000,000
  • Recent budget cuts: $ 38,500,000,000

Let’s now remove 8 zeros and pretend it’s a household budget:

  • Annual family income: $21,700
  • Money the family spent: $38,200
  • New debt on the credit card: $16,500
  • Outstanding balance on the credit card: $142,710
  • Total budget cuts: $385
Puts it into perspective seen like that…
 

“But words are things and a small drop of ink,
Falling like a dew, upon a thought produces
That which makes thousands, perhaps millions think;

and why what we write needs to carefully considered…

‘Tis strange, the shortest letter which man uses
Instead of speech, may form a lasting link
Of ages; to what straits old Time reduces
Frail man, when paper – even a rag like this -,
Survives himself, his tomb and all that’s his.”

Lord Byron

Jan 112012
 

The language is no longer current, the “motivational techniques” will not pass today’s muster but in essence there is much to be said for the sentiments expressed in…

A Message to Garcia

By Elbert Hubbard

1899

In all this Cuban business there is one man stands out on the horizon of my memory like Mars at perihelion. When war broke out between Spain & the United States, it was very necessary to communicate quickly with the leader of the Insurgents. Garcia was somewhere in the mountain vastness of Cuba – no one knew where. No mail nor telegraph message could reach him. The President must secure his cooperation, and quickly.

What to do!

Some one said to the President, “There’s a fellow by the name of Rowan will find Garcia for you, if anybody can.”

Rowan was sent for and given a letter to be delivered to Garcia. How “the fellow by the name of Rowan” took the letter, sealed it up in an oil-skin pouch, strapped it over his heart, in four days landed by night off the coast of Cuba from an open boat, disappeared into the jungle, and in three weeks came out on the other side of the Island, having traversed a hostile country on foot, and delivered his letter to Garcia, are things I have no special desire now to tell in detail.

The point I wish to make is this: McKinley gave Rowan a letter to be delivered to Garcia; Rowan took the letter and did not ask, “Where is he at?” By the Eternal! there is a man whose form should be cast in deathless bronze and the statue placed in every college of the land. It is not book-learning young men need, nor instruction about this and that, but a stiffening of the vertebrae which will cause them to be loyal to a trust, to act promptly, concentrate their energies: do the thing – “Carry a message to Garcia!”

General Garcia is dead now, but there are other Garcias.

No man, who has endeavored to carry out an enterprise where many hands were needed, but has been well nigh appalled at times by the imbecility of the average man- the inability or unwillingness to concentrate on a thing and do it. Slip-shod assistance, foolish inattention, dowdy indifference, & half-hearted work seem the rule; and no man succeeds, unless by hook or crook, or threat, he forces or bribes other men to assist him; or mayhap, God in His goodness performs a miracle, & sends him an Angel of Light for an assistant. You, reader, put this matter to a test: You are sitting now in your office – six clerks are within call.

Summon any one and make this request: “Please look in the encyclopedia and make a brief memorandum for me concerning the life of Correggio”.

Will the clerk quietly say, “Yes, sir,” and go do the task?

On your life, he will not. He will look at you out of a fishy eye and ask one or more of the following questions:

Who was he?

Which encyclopedia?

Where is the encyclopedia?

Was I hired for that?

Don’t you mean Bismarck?

What’s the matter with Charlie doing it?

Is he dead?

Is there any hurry?

Shan’t I bring you the book and let you look it up yourself?

What do you want to know for?

And I will lay you ten to one that after you have answered the questions, and explained how to find the information, and why you want it, the clerk will go off and get one of the other clerks to help him try to find Garcia- and then come back and tell you there is no such man. Of course I may lose my bet, but according to the Law of Average, I will not.

Now if you are wise you will not bother to explain to your “assistant” that Correggio is indexed under the C’s, not in the K’s, but you will smile sweetly and say, “Never mind,” and go look it up yourself.

And this incapacity for independent action, this moral stupidity, this infirmity of the will, this unwillingness to cheerfully catch hold and lift, are the things that put pure Socialism so far into the future. If men will not act for themselves, what will they do when the benefit of their effort is for all? A first-mate with knotted club seems necessary; and the dread of getting “the bounce” Saturday night, holds many a worker to his place.

Advertise for a stenographer, and nine out of ten who apply, can neither spell nor punctuate – and do not think it necessary to.

Can such a one write a letter to Garcia?

“You see that bookkeeper,” said the foreman to me in a large factory.

“Yes, what about him?”

“Well he’s a fine accountant, but if I’d send him up town on an errand, he might accomplish the errand all right, and on the other hand, might stop at four saloons on the way, and when he got to Main Street, would forget what he had been sent for.”

Can such a man be entrusted to carry a message to Garcia?

We have recently been hearing much maudlin sympathy expressed for the “downtrodden denizen of the sweat-shop” and the “homeless wanderer searching for honest employment,” and with it all often go many hard words for the men in power.

Nothing is said about the employer who grows old before his time in a vain attempt to get frowsy ne’er-do-wells to do intelligent work; and his long patient striving with “help” that does nothing but loaf when his back is turned. In every store and factory there is a constant weeding-out process going on. The employer is constantly sending away “help” that have shown their incapacity to further the interests of the business, and others are being taken on. No matter how good times are, this sorting continues, only if times are hard and work is scarce, the sorting is done finer – but out and forever out, the incompetent and unworthy go.

It is the survival of the fittest. Self-interest prompts every employer to keep the best- those who can carry a message to Garcia.

I know one man of really brilliant parts who has not the ability to manage a business of his own, and yet who is absolutely worthless to any one else, because he carries with him constantly the insane suspicion that his employer is oppressing, or intending to oppress him. He cannot give orders; and he will not receive them. Should a message be given him to take to Garcia, his answer would probably be, “Take it yourself.”

Tonight this man walks the streets looking for work, the wind whistling through his threadbare coat. No one who knows him dare employ him, for he is a regular fire-brand of discontent. He is impervious to reason, and the only thing that can impress him is the toe of a thick-soled No. 9 boot.

Of course I know that one so morally deformed is no less to be pitied than a physical cripple; but in our pitying, let us drop a tear, too, for the men who are striving to carry on a great enterprise, whose working hours are not limited by the whistle, and whose hair is fast turning white through the struggle to hold in line dowdy indifference, slip-shod imbecility, and the heartless ingratitude, which, but for their enterprise, would be both hungry & homeless.

Have I put the matter too strongly? Possibly I have; but when all the world has gone a-slumming I wish to speak a word of sympathy for the man who succeeds – the man who, against great odds has directed the efforts of others, and having succeeded, finds there’s nothing in it: nothing but bare board and clothes.

I have carried a dinner pail & worked for day’s wages, and I have also been an employer of labor, and I know there is something to be said on both sides. There is no excellence, per se, in poverty; rags are no recommendation; and all employers are not rapacious and high-handed, any more than all poor men are virtuous.

My heart goes out to the man who does his work when the “boss” is away, as well as when he is at home. And the man who, when given a letter for Garcia, quietly take the missive, without asking any idiotic questions, and with no lurking intention of chucking it into the nearest sewer, or of doing aught else but deliver it, never gets “laid off,” nor has to go on a strike for higher wages. Civilization is one long anxious search for just such individuals. Anything such a man asks shall be granted; his kind is so rare that no employer can afford to let him go. He is wanted in every city, town and village – in every office, shop, store and factory. The world cries out for such: he is needed, & needed badly: the man who can carry a message to Garcia.

-THE END-

This literary trifle, A Message To Garcia, was written one evening after supper, in a single hour. It was on the 22nd of February, 1899, Washington’s Birthday: we were just going to press with the March Philistine.

The thing leaped hot from my heart, written after a trying day, when I had been endeavoring to train some rather delinquent villagers to abjure the comatose state and get radioactive.

The immediate suggestion, though, came from a little argument over the teacups, when my boy Bert suggested that Rowan was the real hero of the Cuban War. Rowan had gone alone and done the thing – carried the message to Garcia.

It came to me like a flash! Yes, the boy is right, the hero is the man who does his work – who carries the message to Garcia. I got up from the table, and wrote A Message To Garcia. I thought so little of it that we ran it in the Magazine without a heading. The edition went out, and soon orders began to come for extra copies of the March Philistine, a dozen, fifty, a hundred, and when the American News Company ordered a thousand, I asked one of my helpers which article it was that stirred up the cosmic dust. “It’s the stuff about Garcia,” he said.

The next day a telegram came from George H. Daniels, of the New York Central Railroad thus, “Give price on one hundred thousand Rowan article in pamphlet form – Empire State Express advertisement on back – also how soon can ship.”

I replied giving price, and stated we could supply the pamphlets in two years. Our facilities were small and a hundred thousand booklets looked like an awful undertaking.The result was that I gave Mr. Daniels permission to reprint the article in his own way. He issued it in booklet form in editions of half a million. Two or three of these half-million lots were sent out by Mr. Daniels, and in addition the article was reprinted in over two hundred magazines and newspapers. It has been translated into all written languages.

At the time Mr. Daniels was distributing A Message To Garcia, Prince Hilakoff, Director of Russian Railways, was in this country. He was the guest of the New York Central, and made a tour of the country under the personal direction of Mr. Daniels. The Prince saw the little book and was interested in it, more because Mr. Daniels was putting it out in big numbers, probably, than otherwise. In any event, when he got home he had the matter translated into Russian, and a copy of the booklet given to every railroad employee in Russia.

Other countries then took it up, and from Russia it passed into Germany, France, Spain, Turkey, Hindustan and China. During the war between Russia and Japan, every Russian soldier who went to the front was given a copy of A Message To Garcia. The Japanese, finding the booklets in possession of the Russian prisoners, concluded it must be a good thing, and accordingly translated it into Japanese.

And on an order of the Mikado, a copy was given to every man in the employ of the Japanese Government, soldier or civilian. Over forty million copies of A Message To Garcia have been printed. This is said to be a larger circulation than any other literary venture has ever attained during the lifetime of an author, in all history – thanks to a series of lucky accidents.

Elbert Hubbard – December 1, 1913

Jan 022012
 

I’ve just finished a call with a colleague in the States who is facing that thing we know so well… the mid-life crisis. It sounds banal but it is a very real experience for those going through it. And it looks something like this.

  • My work no longer satisfies me
  • I try to find satisfaction in material things
  • Material possessions no longer satisfy me
  • If not careful, I begin a downward spiral…

How can we get out of this?

The first thing to realise is that our lives have two parts: productive and consumptive and the core of the mid-life crisis is using one to offset dissatisfaction in the other.

Let’s take the productive side first.

Up until the forties, we do, do, do and the primary reason for this is to establish our careers, make ourselves materially comfortable and begin and raise a family. Then the crisis hits and the focus goes onto the work itself. Is this satisfying me, is it what I want to do for the rest of my life, what if this is all that I have known? Quite often the answers are: no, no, yes. Pretty scary proposition.

We all need to be productive. At the age of forty we have more productive years left in us than we have already spent so we had better find something that’s worthwhile! Often what is worthwhile is less about things than relationships. And relationships in the productive part of our lives mean business. It is no coincidence that many people, myself included, start our own businesses at this stage of life.

Now the consumptive.

Again, up to the forties, we consume what we need to get along, establish our mark and generally enjoy ourselves. The mid-life crisis is marked by using consumption to offset the dissatisfaction we find in our productive lives: new cars, bigger houses, more expensive wine and superb single malt whiskeys…

We can have all these things, indeed, we should. But, when looked at honestly, they are really just more expensive versions of the necessities of life. The critical thing is that when in the crisis we use them to fill a void. The void created by dissatisfaction in our productive lives.

How do we get through the crisis?

  • First, accept that it is happening.
  • Second, get the productive and consumptive elements of your life in perspective
  • Third, put the focus on the productive – this is the future
  • Finally, continue to enjoy all the things you’ve enjoyed until now, it’s not a sin to enjoy material things.

Marshall Goldsmith wrote, “What got you here won’t get you there”. It’s true for this domain as well…