WWD Beauty Summit Highlight: Warmth & Competence

Yesterday, I saw a (self-proclaimed) cold-hearted German economist tear up. It was the highlight of the Women’s Wear Daily Beauty Summit!

Organized by the brilliant Jenny B. Fine, this conference brings 400+ beauty executives together to listen to leaders, explore the state of the industry, and network.  

Markus Strobel, President of Global Skin & Personal Care, Procter & Gamble and said cold-hearted German economist, presented a case study on the turnaround of SKII in China.

Any brand, he explained, needs two complementary aspects to be successful:  

  • Warmth. Meaning “what are your intentions?” This is the humanity of the brand.
  • Competence. Meaning “what is your ability to deliver on your promises.” This is the efficacy of the brand.

SKII, he explained, was all competence and no warmth. Indeed, consumers in China perceived the brand’s intentions as “selling us as much products as possible.” Not what the marketing team was going for…  

The team thus set out to bring emotion back into the brand, to relate to the humanity of the consumer, specifically targeting the “leftover woman,” who in China, is a woman over 27 years old and is not married.

The intention of the brand became to give a voice to this “leftover woman,” to see her, to listen to her, to elevate her. And thus, the Change Destiny video campaign was created. With millions of views on YouTube, in China and around the world, this emotional video changed the trajectory of SKII in the Chinese market.  

Yesterday, as the audience watched this video, many teared up in empathy, including said German economist – who admitted: “this one gets me every time… even after watching it 100 times.”

And thus, we were all reminded that we are human, that we crave emotion. Strobel left us with the following insightful question and marketing challenge: “How do you all find the humanity in your brand?”

The Power of Hand-Written Thank You Notes…

I love to send handwritten notes. Birthday cards (yes, even to adults); “random” notes (sometimes with an article I think will be of interest;) and of course, thank you notes.

One of the most thoughtful gifts I have ever received was from my girlfriend Heidi Kallett, former owner of the Dandelion Patch. She gave me 365 thank you cards and envelopes, and the book 365 Thank yous by John Kralik. The cards are long gone, the book is on my bookshelf as a reminder to keep at it.

If you don’t write thank you notes, try it. A hand-written thank you note is an overt act of gratitude, something the world needs more of.

When to send

  • Anytime you open a gift in absence of the giver. Really, anytime you receive a gift.
  • Anytime to are invited to someone’s home for a lunch, dinner, or party.
  • As soon as you can possibly write the note is the most opportune time to send them.
  • Keep in mind it is worse to never send the note than to send it 6 months after receiving a gift. While more timely is better, the time for a thank you note never has lapsed. Not sending a thank you note is always worse.
  • The most memorable thank you notes are thank yous for random acts of kindness, because those are the most unexpected.
  • Anytime you question whether you should or should not send a thank you note, you should send one.
  • There is never a wrong time or occasion to send a thank you note.
  • Always send a thank you note to a prospective employer who has taken the time to interview you.
  • It is always appropriate to send an immediate thank you email, but only in addition to the hand-written note that will follow.

What to say (and what not to say)

  • Always mention something specific about the gift, preferably how or where you are going to use it; this specificity is particularly important if you received a gift card.
  • Remember that even if you do not like the actual gift, you are thanking someone for his or her thoughtfulness and for the fact that they put time and effort into the gift.
  • Never say you won’t enjoy the gift, have a duplicate of the gift, or will never use it. (Yes, this seems obvious, but you would be surprised…)

Modern day rules

  • An email thank you is never a replacement for a hand-written thank you note.
  • Because of the prevalence of email, actually, a hand-written thank you note will have even more of an impact.

Start today. Send one thank you card to someone, just because. And then sit back, and enjoy how it makes you feel, and how it makes the recipient feel. 

Business Books

The Business Books That Make Me Smarter

A couple of months ago, I wrote a blog about the email newsletters that make me smarter. Today, I want to share some of the business books I have read and loved, and learned from.

Getting To Yes by Roger Fisher and William L. Ury.

An oldie but goodie, this book was published in 1Roger Fisher981 and is almost as old as I am. It is still the best book on negotiations that I have read, I go back to the five propositions on a weekly basis:

  1. “Separate the people from the problem.” (watch out for emotion, make sure the negotiation builds the relationship, instead of destroying it)
  2. “Focus on interests, not positions.” (what are they really asking for?)
  3. “Invent options for mutual gain.” (grow the pie)
  4. “Insist on using objective criteria.” (commit to a real conversation)
  5. “Know your BATNA.” (best alternative to a negotiated agreement)

Love Is The Killer App by Tim Sanders. 

Other than the amazing title (the world needs more love), I return to this book almost daily for the way Sanders suggest we treat others in the workplace. Every day, I try to be a “lovecat.”

How? By sharing my knowledge, my network, and my compassion and love. Because, “Those of us who use love as a point of differentiation in business will separate ourselves from our competitors just as world-class distance runners separate themselves from the rest of the pack trailing behind them.”

Good To Great and Built To Last by Jim Collins.

From Good To Great, I go back to the idea of the bus: get the right people on the bus, then figure out where to drive it. Not necessarily the other way around. “First who, then what.”

From Built to Last, I go back to the acronym BHAG, Big Hairy Audacious Goal. I ask myself, is my BHAG big enough? It is clear and compelling enough?

The Power of Habit by Charles Duhigg.

Duhigg explains habits as cue, routine, reward. He also explains that you can’t stop or extinguish a bad habit, but you can work on the cue and the reward, and thus change the routine, change the habit.

The concept of keystone habits (the habit that makes every other good habit easier) is also eye-opening.  

On that same topic, on my reading list next is Atomic Habits by James Clear.

The Checklist Manifesto by Atul Gawande.

I love lists. But am I using my various lists in the most impactful, efficient manner? This book is about how to create the right checklists, and how to use them to save lives (in hospitals or in the airline industry for example) and make businesses work better. I read it twice, and still feel like I would learn more by reading it a third time.

The Leader Who Had No Title by Robin Sharma.

There are so many lessons from this book, I wrote a separate blog post on it after finishing it. It is a reminder to think about our thinking. Indeed, as Sharma puts it, the “one thing that makes us fully human is our ability to think about our thinking.”

Think about your thinking. And read books that help guide, improve, challenge, grow your thinking.

What are your favorite business books?

Seasons… of the Land, and of Business

I have had the privilege of hearing Seth Mattison speak at various industry conferences and have always come away from his presentations feeling inspired, energized, and motivated. Earlier this month, I had the opportunity of hearing him speak once again, in a more intimate setting over breakfast, and what I came away with was inspiration, energy, motivation – and calm and faith (in the process).

Having grown up in a farming family, Mattison spoke of the seasons of the land and drew parallels between the rhythm of farming and that of business. “When you are close to the land,” he reminded us, “you are close to the seasons of the world.” And “seasons,” he continued, “are relevant not only to farming, but also to business and to life.” As I remember working at my great-uncle’s farm harvesting corn when I was a young teenager, the connection between the cycles of the land and the cycles of business resonated particularly strongly with me.

“Winter is a season to rest, reflect, look back, and recharge.” Indeed, this is very much the symbolic of the months of December and January – months governed by analysis and planning.

“Spring is a season to plant and put seeds in the ground. Diligently, faithfully, every year.”

Summer is a season for monitoring growth and making adjustments to changing (weather or industry) conditions.

Fall is a season for harvesting, the season during which the year’s planning, planting, and labor yields fruit.

I have a love-hate relationship with January. I love the “newness” of it – a blank slate, the ability to start fresh. And I hate the “virgin-ness” of it – all (or most) of the business metrics I measure start back at 0. I don’t like 0s.

Mattison helped me understand that January can never be September, as that would just not be natural.

He helped me understand that I should love January (and winter) for what it offers, and work with the rhythm of nature, not against it.

He helped me understand that in business as in farming, there are many things we cannot control (the weather and the markets for example).

And finally, he helped me understand that while we must “surrender the outcome, we simultaneously must diligently work on the controllable.”

Roundup of 2019 Beauty Conferences & Tradeshows

Yesterday, I realized that there are only 33 (now 32) days left in 2018. This realization was immediately followed by excitement for Christmas, full-on panic, pulling out my 9-grids and reviewing my 2018 goals, and an urgent need to start planning 2019.

A key part of planning 2019 involves deciding which tradeshows and conferences to attend. Thus, I started looking for dates and locations. After spending over an hour online, I realized there really should be a list, somewhere, that someone compiled – but I couldn’t find one.

So, for my (and hopefully your) benefit, here is my roundup of 2019 spa, salon, beauty conferences and tradeshows.

January

February

N/A

March

April

May

June

July

August

September

October

November

December

N/A

A few conferences are still finalizing their dates and locations. And I did limit this list to beauty conferences (and thus omitted some of my favorite “outside my industry conferences” such as Brigadoon – Sundance Utah, February 24-26).  And I am sure I missed a couple – so please help!

Also, I can’t decide if I am less or more stressed having compiled this list… maybe there is a reason it does not exist anywhere! You’re welcome.

Flashback to Warren Buffet – and his great advice

If you have seen me travel, you have seen me with a pile of magazines, going through them methodically, tearing out articles that seem relevant and of interest. Sometimes I read them immediately, sometimes I “save them for later when I have time.”

I brought such a pile of magazine tear-sheets with me to Tinos to read during my two weeks of R&R. And in the middle of them, somehow, I found very old notes (like from 11/14/2002 old!) about a speech I heard Warren Buffet give at the McDonough School of Business. I am not sure how these notes go into this pile, and I am not sure how they survived the last 16 years (!!) but they are timeless and still so very relevant today.

Buffet’s advice:

  • Do work you love and are passionate about.
  • Always follow the front-page test: if you don’t want your words or actions on the front page of the Washington Post, don’t say or do the thing.
  • Think about who your heroes are.
  • Don’t marry for money, especially if you’re already rich!
  • Don’t save sex for old age. (Yes, he did say that!)
  • Your life’s success is measured by who loves and respects you.
  • There is no such thing as “business ethics.” There’s just ethics.
  • Don’t pay attention to the economy. Focus on what is knowable and what is important.
  • Don’t be envious, it only makes you feel bad.
  • Run your business like it’s your only asset and you can’t sell it for 100 years.
  • Don’t be bought.
  • What you are later in life is determined today. Have good mind and body habits.
  • There are a lot of things you can’t control – but you can control the type of person you are.