Treat Me Like a Customer

Using Lessons from Work to Succeed in Life

Louis Upkins, Jr.

• Publisher: Zondervan
• Year: 2009
• eBook ISBN: 9780310395577
• Topic: Theology & Religion
• Subtopic: Personal Success

Be As Successful at Home As You Are at WorkSo many professionals work non-stop to secure the next rung on the corporate ladder. Why then do they struggle to enjoy their success even at the peak of their career? According to entrepreneur Louis Upkins, by using a simple customer-service principle, you can learn how to be just as successful at home as you are at work. Fulfill your calling as a parent and spouse by treating those closest to you as well as you would treat your customers.Powerful stories and clear, practical teaching help leaders at every level reorder their priorities and bring their lives back into balance in this Treat Me Like a Customer eBook. You will learn: • How to balance the demands of work and home • What your loved ones really want • How to regain trust and build integrity • Why a good fight isn't the end of the world • How to protect your family from competition By applying these and other tactics explained by Upkins, you will reconnect with your family and experience the same success at home that you enjoy at work.

Learning on the Job

WHEN I STARTED MY CAREER AS AN ENTREPRENEUR, WRITING A book like this was the last thing I thought I would ever do. I was still in college, working on an engineering degree, when a local businesswoman asked me to design a T-shirt for her business. Apparently the design I came up with was successful, because she sold a ton of them and asked me to design some more. Even though I was still a student carrying a full load of classes, I took all the work she could give me because I needed the money. When I noticed how well the T-shirts with my designs sold, I decided to do a little research about how to make T-shirts and eventually started my own little design business. My engineering degree seemed like the right thing for me to do, but my heart was in design. Over the next several years, two things happened. First, my business grew. I mean it really grew. Not without a lot of hard work and the occasional setback that comes with running your own business, but I have served clients such as Starbucks, Burger King, and Oprah Winfrey, to name a few.

But in recent years, something else has begun to happen. As I developed long-term relationships with some of my clients — highly successful CEOs, entrepreneurs, and business leaders — they started talking to me about their lives. I don’t mean just their hobbies or their personal interests; that sort of thing is common among men. These guys were opening up to me about their marriages, their children, their beliefs, their frustrations, and their fears. I was taken aback at first. For obvious reasons, I thought that these guys had it all — wealth, freedom, success, accomplishment. They generally were well respected in their communities and active in philanthropic endeavors that often brought them recognition and admiration. And yet once they opened up to me, it was clear they weren’t very happy. In fact, they were anything but happy.

I remember one day when I got a call from a friend — I’ll call him Michael — who is a successful executive who has built his business by inspiring others with his great vision and ability, and whom I respect for what he does for others. I nonchalantly asked him how his day was going, and he blew my mind when he responded, “Louis, my professional life is great, but my personal life is hell.”

Wow! Here is a guy who really has experienced the American Dream, but as far as he’s concerned it has become a nightmare. Like so many men, he did all the right things. Married, went to work to provide for his growing family, built a successful business that provides jobs for others, got involved in his community, and kept active in his church. By all accounts, at this stage in his life he should be enjoying the fruit of all his hard work, but he’s miserable. As we talked, he let the title of a 2007 Tyler Perry blockbuster movie speak his thoughts: Why Did I Get Married? I could hardly believe my ears. What I thought was just a casual conversation with a friend turned into a confession that he was thinking about walking away from everything he had worked so hard to support.

If my conversation with Michael had been an isolated incident, I guess I would just conclude that he made a few mistakes and was frustrated and leave it at that. But this sort of thing happens to me almost every week; successful business leaders and other professionals open up to me and many of them share the same story: “Things couldn’t be better at work, but my personal life is a mess.” And believe me, this doesn’t happen just with people I know. Many times I’ll get a call from a perfect stranger and he’ll start the conversation with something like, “Michael told me I should give you a call.”

For whatever reason, I’ve become something of a confessional mentor to a lot of men from all walks of life. Just a few days before writing this, I was speaking to a small group of eighty CEOs and business executives about balance and life as a CEO at an event sponsored by a major national bank. At the conclusion of the event, at least seventy of them lined up to speak with me, many admitting to their own personal struggles. It was affirming, but it was also a little sad to realize that so much of what we see on the outside of a person does not always represent what’s going on inside. On a recent business trip, when I was flying home from Southern California, I grabbed a copy of Fortune magazine and noted it contained their Fortune 400 Rich List. So I eagerly turned to the list and started reading the profiles of these extremely successful business leaders. One glaring statistic caught my attention: more than one hundred of the four hundred men had been divorced more than once! Stories like that confirm what I am learning from the men who come to me for help: success at work has little to do with success in life.

I am not really sure why men come to me except that they see I’m still married to the same woman I fell in love with when I was a young man and they know they can trust me. To be perfectly candid, the odds of staying married were against us. While I have been blessed with great parents, they divorced when I was sixteen. And my wife, Charita, also experienced the divorce of her parents. Most marriage experts report that children of divorce are more likely to be divorced themselves, so why have Charita and I been able not just to stay married for almost thirteen years but actually to enjoy being married and look forward to spending the rest of our lives together? As faithful followers of Christ, we both credit God for blessing our marriage and strengthening our love for each other, but many of the men who share their problems with me are similarly devoted to trusting God. As we all have so painfully realized, being a Christian does not guarantee that our lives work out the way we would like them to. The divorce rate in the church is very close to the divorce rate outside the church. So while I credit God for protecting our marriage, I know he has used other things to keep our love for each other so strong. Like my paying attention to what happened to my family as I was growing up.

Success at Work and at Home

My parents came from humble beginnings, and my dad did a great job providing for us. For an African-American man living in the South, the only work available that paid a halfway decent wage was construction, and my dad worked hard and well with his hands. But I’ll never forget the day he came home and announced he was quitting his job to start his own construction company. I was so proud of him! I can remember it like it was yesterday — the entire family sitting at the dinner table and listening to my father tell the story with courage and determination of what pushed him to work for himself.

I remember it well because it marked the beginning of a new chapter for us. As he put in long hours to build a very successful company, we saw less and less of him. I don’t really blame him, because I knew he thought he was doing the right thing. Our standard of living improved, and I knew all of his hard work was done for us, but it was clear he had to focus on this new company, and sometimes that brought both good and bad times.

His company came first, therefore my mother filled in for him, spending most of her time with us and the sports and hobbies we enjoyed. It didn’t help that when we got out of control my mother would tell us, “Just wait until your father gets home.” What boy wants to see his daddy if all he’s going to get is a spanking? But of course, every boy wants to see his daddy — to sit in his lap and listen to stories, or to throw a football to him in the back yard. Every boy wants to see his daddy come home and kiss his mommy and sit down for a nice family dinner. Unfortunately, we don’t always get what we want, and eventually my parents ended their marriage.

During those early years, however, I too had my priorities out of order in that I really had no room for God in my busy life. Growing up, I really didn’t know God for myself. I knew very little of what it means to be a man and even less about what it means to be a man of God. Thankfully, through the prayers of others and a dynamic church, I surrendered my life to Christ while I was still a young man. Once I got my life in balance, I resolved to keep it that way. I wanted to make sure that nothing became more important to me than my relationship with God.

In terms of my earthly relationships, Charita would come first. If we had children, I would be active in their lives, and I would seek out relationships with other godly men to hold me accountable. And through God’s grace, that’s exactly what I have been able to do. We don’t have a perfect marriage. (Is there really such a thing?) But I can honestly say Charita is my best friend, and at the risk of sounding arrogant, whenever I have had to choose between an important business meeting or trip and an important family event, about 98 percent of the time I have chosen family.

Despite the challenges of running a company, I try to set aside some time each day to listen to my kids, giving them my full attention. And I have been blessed with some very good friends who meet with me, pray with me, hold me accountable, and give me encouragement when I need it. I saw what didn’t work in my own family and decided early on that I wouldn’t make the same mistakes.

But it doesn’t just happen. I have had to be intentional about all of this because in the world we all live in, this huge gravitational pull tries to separate us from what we consider to be most important to us. Ironically, it’s often the good things that get in the way: church, school, civic responsibilities.

Think about it. If you ask anyone what’s most important to him, he’ll tell you it’s his family. As we wait for a connecting flight in an airport, we pull out pictures of our children and tell stories about soccer games and spelling bees. And I truly believe that on the surface at least — or in our intentions — we all highly value our wives and children. I’ve yet to hear a man tell me he hates his wife and wants to get as far away from his children as possible. Sadly, many people who truly love each other are contributing to the 60 percent divorce rate in America.

I recall talking to a guy who was in such turmoil over his marriage. “I think I’ll just move out and get my own apartment,” he said after earlier acknowledging that he still loved his wife. He just felt it would be too hard to repair their relationship, and like so many men, he felt the best way to handle his problems was to try to escape them. I urged him to hang in there and work things out, because I knew his solution was a cop-out and that it not only would hurt her but later would hurt him as well. I reminded him what the Bible teaches about difficulties in marriage: for better or for worse. “Today may feel like the worst for you,” I concluded. “But leaving is not an option.”

Good advice, but just telling someone to hang in there doesn’t always work, and that is why I am writing this book. Even if you believe you have a pretty good marriage, you can’t just leave it on autopilot and hope for the best. When you don’t pay attention to details at work, things go south pretty fast, and the same thing happens in marriages. That’s why we are usually shocked to learn that a couple we know pretty well is headed for divorce court; they seemed to really love each other, and probably did, but drifted apart because they made other things more important than their marriage. Unfortunately, difficult marriages hurt more than the couples involved. Regardless of what the experts may say about our nation’s major problems, like crime, drugs, underperforming schools, and poverty, I believe deteriorating families lead to a deteriorating society. Problems at home become problems in our culture. It has become almost abnormal to pay attention to what matters most. Some of the most successful people I know have unbelievably messed up personal lives yet continue to pour themselves into their careers as if they believe making more money will solve all of their problems. Your marriage may not be in trouble. You may feel it’s going pretty well. My caution to you is not to become complacent or make the mistake of thinking a lack of conflict means that everything is great. I truly believe it’s possible to be a success at work and at home, but we have to invest ourselves in both venues.

As I mentioned earlier, the idea for this book came from one of those guys who was a success at work, a friend of mine who fits the profile of success: great career, dedicated wife, lovely children, comfortable home in a desirable neighborhood. He and I were discussing what I should be doing instead of designing T-shirts and creating branding plans for major companies. It was like he was sent to encourage me on a day when I really needed a boost.

“Louis,” he said, “what you should be doing full time is speaking into the lives of men like me every day because you have an ability to see into the depths of the heart and see the traps we fall into and then love us out of them.”

I was taken aback, but he really caught my attention when he offered to hire me to help him develop his “life plan.” From everything I knew about him, I assumed he not only had a pretty good plan but was well on his way to executing it superbly.

“The truth is, Louis, we’re just making it up as we go along,” he replied when I expressed surprise at his request. “In fact, I’m going to call my wife right now and ask about our life plan,” and the next thing I knew he had dialed his wife and put her on the speakerphone.

“Honey, can you remind me what our life plan is?” he asked into the phone.

“Harold, the only plan we have is this: you run the business and I run the house, and you don’t have a clue what I do or need,” she replied, and Harold gave me a look laced with resignation.

Later, he told me that when he got home that night, his wife seemed a little annoyed at his phone call. He was tired and wanted to get comfortable, so he gave her all the signals that he wanted to be left alone. That’s when she greeted him with these words: “Harold, just suck it up and treat me like one of your customers.”

Ouch!

But that thought was a revelation to me. On the surface, it may seem simplistic or even offensive. Of course our families and close friends are far more valuable than any customer. To even to think of them as customers seems demeaning. Yet the more I thought about it, the more I came to believe that this simple request from Harold’s wife holds the key for returning some balance to our lives. Without realizing it, many men have allowed their valued customers and people who affect the bottom line to supplant the people who are closest to them. If a valued customer calls and wants a meeting, we drop everything and rearrange our schedules to accommodate him. When we get to the meeting, we make sure everything is just right to make him comfortable. We show him respect by putting a welcome sign in the entrance of our building with his name on it. We escort him to a well-appointed conference room and have his coffee ready for him just as he likes it. We have our best presentation ready and listen carefully to his questions. And before he arrives back in his office, we already have an email waiting for him, thanking him for his time.

Contrast that with what happens when your wife asks if she could meet you for lunch someday.

“Oh, I’d love to, honey, but I have some huge deadlines today.”

“I promised Ben I’d go over sales figures with him over lunch.”

“We just did that last week.”

Then think about all of the football games, school plays, concerts, field trips, and sleepovers you’ve missed because you were out of town on business. Think of the times you had good intentions to meet with a group of men to pray for and support each other, but you had too much on your plate at work. I know all of those activities are more important to you than your work, but your life is so out of balance that by necessity they have had to take second place. The customer comes first, and your family and friends aren’t customers.

Well, what would happen if you treated the people who are most important to you the same way you treat a valued customer? It won’t necessarily be easy to do this, but you do not have to learn anything new, and it will be well worth the effort. I will show you how you can apply all the great skills you use every day building a successful career to have a successful personal life. I will share stories from some of today’s most successful leaders who have practiced this concept without missing a beat in their careers. People like Dave Steward, the successful head of Worldwide Technology, a nationally recognized company, who stunned me when he said if he has to choose between his family and a work-related function, his family always wins. Always! I thought at the time that if he can do that and be a successful leader, anyone can. He runs a multi-billion-dollar company!

Live Like There’s No Tomorrow

Several weeks ago I was driving my son, Caleb, to school, enjoying this brief time we have together every morning. I had made it a policy always to shut my cell phone off during these times, and on this day I was so glad I did because Caleb was filled with stories he wanted to tell me. It was such a sweet experience that I didn’t want it to end. As I pulled into the school’s parking lot, I saw Caleb’s teacher and she was rubbing her eyes, so I decided to have a little fun with her.

“Wake up, Ms. Blue,” I shouted out the window, and then I regretted my levity when I saw that she had been crying.

I learned that on the very road I travel to bring Caleb to school every day, another teacher from his school had been killed in an automobile accident the night before. He too had a young family, and I couldn’t help but think how quickly our lives can end and how taking the time to listen to my son may have been the most important thing I did that day. I thought back on the many men who shared with me their sorrow at pouring themselves into their careers at the expense of their families and wondered how they might change their priorities if they knew they would die tomorrow.

I am convinced that you desire to keep your priorities in order and want to regain some balance in your life, that you want nothing more than to live the life God intends for you to live. But if the hundreds of men who come to me are any indication, I also believe you are wrestling with guilt and regret over the way things have turned out for you. You may feel like giving up, or at least plodding along on autopilot, resigned to accept things the way they are.

If this describes you, hang in there! It can be better, and you already have all the tools to mak...

Table of contents

• Cover Page
• Title Page
• Copyright Page
• Table of Contents
• Foreword by Bob Buford
• Preface
• Acknowledgments
• 1 Learning on the Job
• 2 Why You’re Having Such a Hard Time
• 3 What Matters Most to You?
• 4 Do You Really Know Your Customer?
• 5 Customer Communication Strategies
• 6 Planning for Great Outcomes
• 7 Your Word Is Your Bond
• 8 World-Class Customer Service
• 9 Protecting Market Share
• 10 When Your Customer Gets Upset
• 11 Not Just Another Meeting
• 12 Never Give Up
• 13 Nothing Risked, Nothing Gained
• 14 Success Goes Both Ways
• 15 Deliver a Great Product
• 16 Celebrate Your Success
• 17 Building an Enduring Brand
• 18 Imagine the Best
• Notes
• About the Publisher
• Share Your Thougths