Self-Confidence, A Napoleon Hill Remix

#2 in a series on Think and Grow Rich (1937) by Napoleon Hill

The great strength of Hill's book is a methodical approach to marshaling our inner resources to achieve our goals and lead lives of significance. One of the building blocks in that approach  is his "Self-Confidence Formula" (p. 45 in the Tribeca Books Edition). Throughout the work, these building blocks depend on the (debatable) premise that  new attitudes inevitably lead to new behavior.

Here I offer a new version of the Self-Confidence Formula, condensed for better verbal economy and adapted to reflect my values and worldview. I have preserved the essential concepts of Hill's five steps, especially the two-part construct of awareness, followed by action (I understand... I will...).  If I depart significantly from the original, it is in step five, where I move from Hill's secular ethics toward a remix based on Christian orthodoxy, following the writing of Paul the Apostle.

Hill's self-confidence formula remixed:

1. I know that I have the ability to achieve my goals.I will apply that ability with persistent, continuous action.
2. I realize that my actions will follow my attitudes.
    I will invest time, daily, refining a clear mental picture of the person I am becoming.
3. I recognize the power of confidence and positive thinking.
    I will invest time, daily, reflecting on my successes, past, present, and future.
4. I see the importance of specific, detailed goals.
    I will put my goals in writing so that I can plan with confidence.
5. I understand that my goals are unimportant if they are not pleasing in God’s eyes.  I will do all things excellently with compassion, kindness, gentleness, humility, patience, and most of all love, giving thanks at all times and in all circumstances.

An even shorter remix

1. I am able.
   I will apply myself.
2. I will develop a clear mental picture of the future.
   I will act accordingly.
3. Action follows attitude.
   I will cultivate a positive outlook.
4. Success requires planning.
   I will plan to succeed.
5. In all things, I will consider the ultimate questions, the ultimate Person and the needs of others.

Start, Continue and End With Step Five

If you try to adopt any self-talk, self-help, or personal development program, you will probably fail in the long run unless you start by examining your core values and aligning your resolutions with them.  For this reason, I say start with Step Five, continue with Step Five, and end with Step Five.

Hill's Original Step Five 

I fully realize that no wealth or position can long endure, unless built upon truth and justice, therefore, I will engage in no transaction which does not benefit all whom it affects. I will succeed by attracting to myself the forces I wish to use, and the cooperation of other people. I will induce others to serve me, because of my willingness to serve others. I will eliminate hatred, envy, jealousy, selfishness, and cynicism, by developing love for all humanity, because I know that a negative attitude toward others can never bring me success. I will cause others to believe in my, because I will believe in them, and in myself.

That's pretty good stuff but too wordy for my taste. It could easily be three separate steps, one related to justice, one related to the "law of attraction", and another having to do with self-efficacy.  

Hill's Step Five is good but not quite in laser sharp alignment with my core values and worldview. Reworking this for my own purposes inevitably leads me to the scriptures. There is not a lot that is seriously wrong with Hill's version, it just doesn't go to the specific, deep foundations that I require. My thoughts on this point are informed by Paul's Letter to the Colossians 3:12-14 & 17 (NIV).

¹² Therefore, as God’s chosen people, holy and dearly loved, clothe yourselves with compassion, kindness, humility,gentleness and patience. ¹³ Bear with each other and forgive one another if any of you has a grievance against someone. Forgive as the Lord forgave you. ¹⁴ And over all these virtues put on love, which binds them all together in perfect unity. 

¹⁷ And whatever you do,whether in word or deed, do it all in the name of the Lord Jesus, giving thanks to God the Father through him.

I will therefore start, continue and end, in all things considering the ultimate questions, the ultimate Person and the needs of others. I will fail from time to time. When I do, I will forgive myself, because He has already forgiven me. I will pick myself up, dust myself off, and carry on.

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References

Hill, N. (1937) Think and grow rich. Tribeca Books / Soho Books

(NIV) THE HOLY BIBLE, NEW INTERNATIONAL VERSION®, NIV® Copyright © 1973, 1978, 1984, 2011 by Biblica, Inc.™ Used by permission. All rights reserved worldwide. 

Book Review: Think And Grow Rich (Napoleon Hill)

First in a series on Think and Grow Rich (1937) by Napoleon Hill

Over the last several months, a few friends have suggested that I read Think and Grow Rich (1937) by Napoleon Hill.  I resisted it until recently. I didn't like the title. I didn't like the emphasis on money, money, money. Most recently however, I asked Kevin Knebl how to approach certain personal goals. His answer, "Read, no STUDY Think and Grow Rich". So I did. If you ask a specific question of somebody you respect, you ought to give their answer a fair try.

Hill's book is an early classic of personal success and self-help. It probably belongs on your must-read list even if you're not using it to further your personal goals but just to understand the evolution of the genre.

In spite of the enduring popularity of Think and Grow Rich, I had a hard time navigating some passages. I was troubled by some of the things that Hill treats as axiomatic. The money, money, money mantra borders on idolatrous materialism. Hill has some ideas about spirituality and cosmology that are at times heretical and at other times just plain goofy. Written in 1937, it contains a number of dated references and some ideas that seem naive in the light of the further unfolding of history. However, to dismiss this book because of these weaknesses (or conflicts with my personal opinions, if you prefer) would be to foolishly discard a lot of good. Most valuable are numerous mental models which, along with some excellent pep talks, have the potential to help the reader reach a new level of commitment to any worthy goal and the self-confidence required to achieve it.

I'm glad that I finally invested the time to read Think and Grow Rich. Over the next few weeks, I will continue to study and write about certain passages. Overall, I imagine a tree-lined boulevard in Chicago with the trees leafing out and flowers in bloom under a bright spring sky. The big picture is impressive. The view ahead is bright and beautiful, but it was a rough winter and there are many potholes where your can blow a tire or break an ankle. Take from it whatever good you will, and find your own way to navigate the rough spots. I do not recommend that you look here for your deepest guiding philosophy and worldview. But, if you are working on your commitment and confidence, do not neglect this classic.

Perennial Proactive Customer Service @AmericanAir

These last two days are starting to look like a marketing campaign for American Airlines.  It isn't.  I have no connection to the company apart from being a loyal customer and fan.  

Yesterday I wrote about the customer service tweeps at American, Delta, and United based on just a couple of personal interactions with @AmericanAir and a fun little experiment. More comprehensively, my total experience with the company across several decades and a very positive story told by my cousin, Anna Darden, prompt the following observation.

American Airlines exhibits a deep and long-lasting culture of proactive customer service. They understand customer needs, based on information they already have, and take the initiative to provide service  without waiting to be asked.  Individual employees do things for their customers that can only happen because the company has systems and processes in place that grow out of this culture.

In the late 80's, I was travelling from Newark (EWR) to Los Angeles (LAX) with a change in Dallas (DFW).  It was true then and is still true that operations at EWR, with its problematic runway configuration and congested airspace can get sticky in even the least of inclement weather.

That night, a winter storm was pouring snow and ice on the airport for hours.  We left well over an hour late, after multiple false starts and two deicings of our DC-10.  My connection time at DFW was 40 minutes. In those days, information was a lot harder to come by.  With a current pocket edition of the Official Airline Guide (remember the OAG?), I figured out that there was a way to grab a later flight from DFW to Las Vegas (LAS) and then from LAS to LAX.  It would take most of the night, but I would be able to appear for my 9:00 AM meeting the next day.

As it turned out, there was no need for all of that speculation and worry.  American had a plan and used the information they already had to serve their customers.  They knew that more than a dozen passengers on that flight from Newark were in the same situation.  At DFW agents met the flight with signs and golf carts to take all of us as quickly as possible to the flight to LAX that they were holding for us!  They got us and our baggage transferred quickly, closed the doors and took to the air.  We arrived in LA only about ten minutes behind schedule, in plenty of time to get a good night's sleep and do more than simply appear at my meeting the next day.

You say they never do things like that any more?  That airline employees don't care like they used to?  Of course they do!  Last week, my cousin Anna traveled from Cleveland, Ohio to Manchester, England, with a change of planes AND AIRPORTS in New York.  Here is her story:

We flew AA from Cleveland to England and I was very pleased. We did have the change of airports and all, but the flight attendant came to us about 20 minutes before landing and confirmed our itinerary for us and even gave us directions.

The transfer from LGA to JFK was pretty smooth. When Adam went to purchase the shuttle tickets, the attendant informed him that for 3 people we would be better off taking a cab. It ended up being about $7 cheaper. Upon arrival at JFK the cab driver tried to tell us we were going to the wrong gate but luckily we knew better. Paid for curb side check-in (very good choice considering the line inside). At the gate I was called to the desk where they changed our seats to allow a designated attendant "bunk". Again, that was fine by me as we were all still together. It ended up being a double edged dagger though as we were the last row LOL. Nobody behind us to kick our seats but of course the bathrooms were in high demand on a 7 hour flight. The attendants were great with [my son] Dewey and were constantly complimenting him and us for his good behavior and amazingly good looks. He also got a signed flight diary from the pilot. Ultimately, we were VERY pleased with the service. I will be using AA in the future.

That's perennial proactive customer service, consistent for decades!  I too will be using AA in the future.

It's true.  Air travel isn't what it used to be, even when you're flying with the best.  The broader lesson here is not just about American Airlines or even the airline industry. It is about how to do relationship marketing.  Take care of your customer.  Put systems and process in place that enable proactive customer service.  Create a culture of caring for the people you serve.  That's how you create loyalty and get your customers coming back for more, for decades.

@AmericanAir - Best Corporate Tweep!

I've read several articles lately about the customer service folks at major airlines who respond to passenger messages via Twitter. Last week, I had my first Twitter exchange with the people at American Airlines.  They were quick, friendly, and helpful.

This morning I tried a little experiment.  I posted something silly mentioning American, Delta, and United, just to see how they would handle it.  Do they have a sense of humor?  Are they willing to just say "Hi" or maybe even "LOL"?

Here's what I posted at exactly 6:00 AM, Central Time:

Excuse me @americanair @united @DeltaAssist May I please go very, very far on a very, very big plane? Thank you. Have a very, very nice day.

American come back with this at 6:53 AM.

@doug_picirillo Please let us know if we can help you in any way, Doug. Have a great day!

They were not super quick.  In fairness, they didn't need to be.  Maybe my message caught them a little off-guard.  I imagine a Customer Service Twagent (I just made that up! ) calling a supervisor over and asking, "What do we do with something like this? Ignore it?  Answer it?  Answer it how?"  However it happened, somebody on the other end was willing to represent their company and say something friendly and kind to somebody who poked them, in fun, at six o'clock in the morning.  Maybe they checked a list and found that  I've been an AAdvantage member for thirty years, almost since the program's inception.  Who knows?  At the end of the day, they responded as a human being to another human being who wanted nothing more than a response.

Neither Delta nor United responded at all.  Either they have no sense of humor, they are terribly understaffed (which can be the cause of no sense of humor), or they have a policy that prohibits small talk with current or potential customers.

The envelope, please....

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Doug Picirillo's irregular and completely unscientific
Best Corporate Tweep Award
goes to American Airlines!

Customer Service Dodo Awards
go to Delta Airlines

and United Airlines

Better luck next time!

For a more serious look at airline customer service Twitter trends, check out this guest post on SimpliFlying, A Tweet by Tweet Analysis of US Airlines

Slum Dog Millionaire

We saw Slum Dog Millionaire for the second time this past weekend. I'll try not to say too much about why I like it in case you haven't seen it. We found it to be one of the best movies we have ever seen. Yes, there are some difficult scenes and some things that might anger certain groups, but the overall effect is an amazing tapestry of current social issues and classical dramatic themes.

Slum Dog Millionaire is technically brilliant with outstanding acting that stays within the boundaries of the characters. The characters are thus accessible and human, not exaggerated portraits but realistic portrayals. The direction is creative but not distracting. The real star of the show is the story itself that touches on so many important and challenging questions. It is one of those rare films that you can watch again and again, each time finding something new about the story, and if you are willing, something new about yourself.