The Dream or the Nightmare

Today, I was fortunate enough to get to hang out with my friend Martin. I’ve worked with him off and on for a bit over a decade. He is great fun!

As an employee, he was tough – the brilliant, insightful, full of ideas, talented, charismatic, fun, confident Dream of an employee, yet he was also unpredictable, inconsistent and prone to drama. A Nightmare to manage.

Now, I have the opportunity to partner with him in a separate business venture.

Will I get the Dream, or the Nightmare? Can I trust him with my reputation? Can I harness his good side to astonish our customers and earn a profit?

What would you do?

What is ‘Work’, anyway?

Upon perusing the various definitions of the word ‘Work’ on i.word.com, I cobbled together a definition that is a succinct description of my intended meaning when I use the word:

 

Work: The transference of energy produced through effort, exertion and application of skill, as well as the results of such transference.

 

Defining ‘Work’, as the term is used here, is important because the vast majority of people (see ‘What is your work’ post) only think of ‘Work’ as the place they go for 40 or so hours a week and the things they do there.

There is so much more to ‘Work’.

Answer this:

“What kind of work do you do?”

Now answer this:

“What is your life’s work?”

 

Your ‘Work’ is everything that you make happen.  Emphasis on YOU and MAKE. Additional emphasis on EVERYTHING.

You are your work.

Hiding the good stuff

My main drain was clogged.  Sewer drain, you dirty minded rascal.

After 3 hours of trying, I admitted that the 50-foot drain snake I had on hand wasn’t enough to reach the clog. Sewage was still filling our downstairs tub and toilet. So my wife called a plumber.

The following day, the plumber arrived 20 minutes after the end of the 6 hour window we were quoted. He parked his van facing the wrong way on our street, left it running and retrieved a commercial sized drain auger from the back.

“You’re a sight for sore eyes!” I exclaimed as I met him at the curb. “We’re so excited to get the house smelling normal again.”

“U huh.” He replied.

“I’m Alex.” I said.

“Hey.” Hey replied.

He’s not in a great mood, I guessed.  Well, I’d make things easy for him.

“Main drain access is right here in the yard. I’ve removed the cap, and there’s an electrical outlet for the auger right there.” I said, pointing.

Wordlessly, he went about the job at hand. Ten minutes later he returned his machine to the van.

“It’s clear,” he said flatly.

“Wow, that’s awesome! I’m impressed at how fast you are.” I complimented.

He climbed in his van, closed the door, and began writing up an invoice. A few minutes later he emerged and handed me a sheet of paper.

“Six-hundred dollars,” he said. “And I don’t take checks.”

 

Considering the $3,600 an hour rate I was charged, I think maybe I’ll go to trade school to be a plumber. Considering the plumber’s gruff demeanor, maybe it’s not as much fun a trade as I might have wished.

In any case, the whole experience left a lot to be desired. But the most disconcerting part to me was that not once in our one-sided interaction did he make eye contact with me.

That plumber may have a vibrant personal life. Maybe he is a world class guitarist. Perhaps he heads up a great number of community outreach programs for his church. Or his oil paintings are in great demand world-wide.

To me, he was the gruff, creepy, ridiculously expensive plumber that I would never hire again.

And to me, he was his work.

Why do they do it?

I went to Starbucks yesterday morning, as I do most mornings. I was tired, it was early, and I wanted my coffee.

Most of the employees at Starbucks stores act as if they are there for one of two reasons: they need the paycheck, or their friends hang out there. A very small portion of employees choose to acknowledge, engage and empathize with the customers.

Eleven 14-hour days in a row at my job had me pooped, and not my normal, bubbly self at 6:30 on the morning of the twelfth day. Brittany recognized this and chose to take action.

She could have not noticed because she was busy with her own thoughts or talking to her coworkers. She could have noticed and chosen to ignore me.  She could have said that I looked tired.

Brittany’s chosen action was to draw a silly smiley face on my cup and present it to me with a grin.

Simple, I know. And probably in the Starbucks manual of barista conduct. But Brittany chose to take action. And it worked.

I had a great day! Thank you, Brittany! You are your work!

Going Postal

I’ve had the same mailman for twelve years. I used to talk to him. Our interactions always go the same way:

Cheerily, I greet him, “Good afternoon!”

“Is it?” he replies.

“Thank you!” I said when he handed me the mail instead of putting it in the box.

“It’s my job. And you’re closer than your mailbox anyway.”

In an attempt to focus him on a positive, I say, “Wow! You’ve got the perfect day for walking your route, don’t you! 62 degrees and sunny, without too much breeze.”

“I hadn’t noticed. I’m struggling with a crippling  flare up of  gout. But you need your mail, so here I am.”

 

My mailman sees hundreds of the same people every day, for years.  He has ample opportunity to connect, to enjoy, to have an impact, and to make a difference.

He has chosen not to.

He is his work.