Talking to your customers is the real secret of career success
The contestants had a pretty simple task last night. They only had to organize sightseeing tours of Hollywood on double-decker buses. I could execute that task by myself in an hour or two, and I bet you could too.
So why did the contestants engage in such bizarre behavior? Michelle was trying to dodge blame again this week by refusing to make a decision of any kind. And Tim, once his team’s bus tour got underway, picked up a microphone and told a busload of nice-looking school kids exactly how John Belushi had died from a drug overdose. That was plain stupid.
Just when I thought I had seen everything, Michelle quit and walked away from the competition. That was the most astonishing decision I have ever seen on The Apprentice.
But in my post this morning, I am going to set aside all the weird behavior and concentrate on something a lot simpler. Because for me, the most important aspect of the show was this:
Customers picked the winning team
That’s the way Mr. Trump structured the competition this week. The team that got the highest ratings from actual customers would win.
Why do I find that so significant? Because it is so true to life. In business, the customer ultimately determines who wins and who loses. In the end, the marketplace decides. The people who ultimately rise to the top are not the political players like Michelle or Frank, but people like James and Aaron who concentrate hardest on giving customers what they want.
You might doubt the truth behind that principle. I know that in the heat of a typical workday it is often hard to ignore the negative power-players who steal your ideas, try to outshine you in meetings and climb right over your back up the corporate ladder.
But I stick to my principle. In the end, staying focused on your customers is how you win in your career.
That principle was borne out in last night’s episode. Aaron’s team focused on what their customers wanted from their earliest stages of planning. Their first move was to board a sightseeing bus and ask tourists what they liked, and didn’t like, about the tour they were taking. That simple strategy quickly gathered winning ideas from customers about how to plan a winning tour.
Meanwhile, the members of Michelle’s team were making plans with no input from the marketplace. Despite all the jockeying for position and backstabbing, they lost and went down like a shot squab. Aaron’s team, in contrast, won by talking to customers and then giving them exactly what they wanted. Every single member of that team emerged a winner.
So when you go to work today, take a moment to talk to your customers. Keep doing it. In just a short time you will feel a potent force, a strong wind at your back. That’s the power of the customer, propelling you to the top.
Look for Paul C. Quintal’s take on The Apprentice here on every Monday of this season. Be sure to visit
NBC’s Apprentice Page to stay on top of every development in this ultimate job interview!
Paul C. Quintal is Vice President of Trump University.
41 Comments Post a comment
There was no doubt she was history. Her whole rationalization to herself that she was not "quitting", she was simply taking another avenue was total BS. She was gone and she knew it. But her comments about how "hard" this was (living in tents and all) was the most infuriating peice of television I think I have seen in a long time. You could tell this "princess" has no conception of what "hard" is. At one point in my life, I was so broke I actually rented a storage building with what little money I had and put a couch in it so I could have someplace to sleep at night. Constantly having to stay out of sight and hide from the owner of the complex. I am not proud of it, but I did what I had to do to stay alive. But I count myself lucky considering there are a lot of people out there in far worse shape than I was then.
Lady, you don't know what "hard" is. You are a quitter. I work with people like you everyday who get every break in the world like what was handed to you and complain about how "tough" it is. Meanwhile I slog away looking for ways to better myself like trying to get some of the material here which I cannot afford. But I do what I can and at some point I will.
William Harding
Kentucky
But the thing I wrote about in my blog (www.kflowers.blogspot.com) that made the biggest difference was Aaron's enthusiasm to lead his team. Right from the start, when Mr. Trump asked for leaders, Aaron stepped up. Michelle was dragged into the role. Aaron did a much better job leading his team, and his enthusiasm was contagious.
Winners never quit and quitters never win.
If the camping is the worst thing she have ever experienced in her life then she may as well be a princess.
She should have had the courtesy to quit with her team; not with all the players present.
She is just a good B.S.er. The only thing she really learned is that she is a quitter and that she cannot get along with her co-workers.
She is in Real Estate............so I rest my case.
Michael J. Mark, P.Eng.
www.workingclassengineer.com
I stuck with a tough job recently despite an uncommon and unfair (that is, more unfair than would be normally considered acceptable) working environment. To the bitter end, I struggled through, persevered, and actually was doing pretty good business. However, my boss pulled the plug and terminated my employment. Had I resigned, I would have been able to keep more integrity with my co-workers and others in the community. Instead, my boss made up a vicious story that made me look unprofessional and dishonest, and enabled them to not pay severance (and they tried to deny unemployment compensation). Instead of having a clean record with an agreeable solution, the water is very murky, to my disadvantage. Luckily, a few close people who know my character of integrity are in my corner and have cheered me on to turn these lemons into lemonade, as much as possible.
The tent city scheme is likely to backfire. I want these candidates to have, other factors aside, an equal footing to show their true performances. I do not like watching the tent team doing their projects, only to have in the back of my mind questions about why they are making their decisions. They likely slept with a rock under their back and shivered through a sleep-less night, while the other team is high on morale and sleeping great. This decision to uncommonly segregate the teams' living environments may seem like a typical business scenario to you, but it has detracted from the show. Unfortunately, I also believe you are getting much less out of your candidates because of this, a loss both to you and to them. Oh, also it's a loss to the fewer numbers of us who are still watching the show, hoping that this mistake will be retracted and respectfully apologized for.
Think about it--don't you want for your valued employees to be in good health, mind, and spirit when they come to work, to show you their best, and to improve themselves?
I don't necessarily disagree with the tents. How about putting BOTH teams in them? Then reward the winners with a night out on the town, after which they return to their tents. Then we can see who is truly an overcomer, and who was just sneaking under the radar previously because they had a warm bed to sleep in at night.
Sincerely
Richard F. Guyon
60 Seconds of my Trump Video Application
http://www.nexruntechnologies.com/Apprentice_Video_Intro.htm
"I'm thrilled to see you mention how effectively Aaron's team looked" ....Now who would make a statement like that, unless they had an agenda?? who ?? It is so evident that 4 of the posters are "insiders" ,of some sort.
Susan Babcock
262 Materials Science and Engineering
1509 University Avenue
Madison, WI 53706-1595
Episode One- the person that was fired did have a strange persona, but I feel the task was lost due to the loss of 45 minutes making flyers on copy paper "strange idea", and then having to make posters. 45 minutes is a lot of cars. How much did the fired guy sell compared to the others??
Episode Two- did you guys notice the little bitty man's bikini on this weeks show "Vegas." So HHHHOOOTTT!!!!!, and I am a straight female. It will now be the next look for this summer. I understand what is like to be cutting edge. I have been ahead of the curve for awhile, and usually the customer comes back to me saying they wished they had listened to me.
Episode Three-Tent City, interesting, funny, but. It is hard enough living in this situation, and then add on the fact that no one likes you. I would have insisted on everyone's approval as well, due to the fact of sabotage. And I think it is important that the team agrees on the project, as obviously they did NOT and hated every minute, and really did nothing to contribute to the brainstorming of the idea. All they did was **** and complain once a plan was set into motion. Would I have left, that is a diffucult question. Sometimes life is too precious.
But there is more than one way to get to the prize. When you can not get what you want from the small people, go straight to the top/source. NO is only a two letter word.
Respectfully,
Ina Matijevic
http://www.cvjecarna-luna.net/main.html
As for this "tent city" thing, get over it folks. If this was any ordinary job you might have a point. But it isn’t. This is THE APPRENTICE. It’s a television show and more importantly a fast track to a nice paycheck and fame that about a million other applicants would run over you to get. It doesn’t matter if it’s the best idea or worst idea in the world, it’s what you have to deal with now. People out there in far worse situations every day making a lot less and getting very little (if any) recognition for what they do. People who would trade places with any one of the whiners on this show now.
Lastly, let’s drop the whole "I don’t like this so I will never watch your show again" routine. You will watch. You know it , I know it and everyone else here knows it. That line has become such a tired cliché. I am sure that Donald Trump and Mark Burnette are losing sleep that you are so upset about "princess" Michelle having such a tough time camping and having to quit that they must, must, must bring her back because Sally Nobody won’t watch us again. Get real.
Have a great day,
William Harding
Kentucky
By the way, Where did George the wise guy go? I know that Carolyn is fired and Ivanka replaced her ... but most people are saying that she is not as sharp as Carolyn .... however ... we all can learn braveness and strength through experience... and please let the girl get on her stages... we all need to tell her how sharp she has to be and how strong and brave to do so on the coming events rather than picking on her and put a personal type comment .. we enjoyed carolyn but again what we have to do is .. not criticize ... but tell the mistakes based on the subject . Blessings
Myself... I have never quit something I wanted. And I never tried to fix something that wasn't broken.
To give you some background on myself, I'm a Harvard Student who is currently renovating a building in Cambridge, MA with money gathered from my roommate. I have an art/design background and have worked as a gopher doing legal research for a number of Boston real estate investors. I am paying for Harvard myself and am the first person in my family to go to an Ivy League school. I also have private funding for my mathematics research from an investor.
In terms of living in tents, I think Mr. Trump is trying to teach a lesson. Before moving to Cambridge, I lived in Dorchester in an tiny apartment meant for one person with two roommates, slept on the floor, ate rice, beans, and peanut butter and didn't do any fun that wasn't free for a few years. The apartment had rats, cockroaches, a poor heating system, and bad noise issues. It was very hard to get sleep at night. Someones one must make sacrifices to get to their goals. During the time that I was living in Dorchester, I learned a lot about being resourceful, a skill that is getting me a lot in life. In order to get to a place of being able to perform well in comfort, one must earn it if one does not have it already. If you don't win right away as an entrepreneur or as a student or in any profession for that matter, you end up out on your ear unless you have family money. If you have family money, you may not end up out on your ear, but you are likely unhappy with yourself (see the film, "Born Rich," by Jamie Johnson).
One must learn perserverence. The biggest difference I've noticed between many of the people I have met in Cambridge who have Ivy League educations and people who I met in Dorchester who were working by the hour is hope and access to resources that can help them improve themselves. If one is to be successful, one must recognise that the world is not fair and that one make the best of their own situation. Yes, some of my classmates learned math and 5 foreign languages from their families, but that doesn't mean I shouldn't try just because they had a head start.
If there is any change that should be made to this season's Apprentice, I would only recommend that Mr. Trump fully explain the analogy of the tents to the streets when one is a beginning entrepreneur. I think such lessons might need to be spelled out more clearly since much of the country is middle class and has not been through such a high-stakes situation.
I applaud Michelle for admitting this is not what she signed up for and for getting out now. That took courage to do in front of a national audience. After all, there is no million dollars at the end of this game. It's ONLY $250 ,000 for the opportunity to work for a year for a man who wouldn't put his daughter in this situation! The "winning" team should not be seen laughing at the other team because when it's their turn to get no sleep, even on a night when there is no task to be dealt with, they are going to wish they could take back every little comment and laugh. Give them all their beds back and make it about proving yourselves in the business world.
This reminds me of a good chuckle we just had while writing this. Remember Lee, the young gentleman who got out of not one, but two tasks, because of his religious holiday? He made it pretty far for doing absolutely nothing for two whole tasks and he had a bed to sleep in, a kitchen to cook in, and a working bathroom. I liked Lee then and I do now for sticking up for what he believes in. I worked for a top 6 accounting firm for 10 years and respected the Apprentice til now. Good luck Michelle in your future endeavors.
Alcoholics sometimes quit drinking
Obese people sometimes quit eating so much
Drug addicts sometimes quit drugs
Smokers sometimes quit smoking
Bullies sometimes quit teasing and bullying others
Small children quit throwing temper tantrums as they mature
Small children quit wetting their pants as they mature
Some young adults quit extramarital relationships once they marry
Abusive people sometimes quit their destructive behavior with therapy
Some people quit gossiping as they mature
Students sometimes quit the college they attend and go to another one
Students sometimes quit their initial course of studies for new ones
Professionals sometimes quit jobs that do not resonant as authentic or that do not produce the anticipated outcomes: job satisfaction
Some people quit professions and jobs that are destroying their health
**Why is it such an abnormality to quit a project, game or competition if it no longer resonants truth and authenticity for the person?
**Be true to yourself
If you refuse to be a quitter at the expense of causing harm or suffering to others and/or yourself, I suggest you re-evaluate your intentions.
Justin
In Canada is gets to -30 degrees F here in the Winter and we live with it. Some Canadians Winter camp in this weather too.
Send them North to Canada to TOUGHEN THEM UP!
I am enjoying this season, they mixed things up a lot to make it interesting.
Good Job!
Michael J. Mark, BSc EE, P.Eng.
www.m2engineering.com
www.workingclassengineer.com
www.bookexpoamerica.com
I am disappointed that you did not fire the entire group that worked under Michelle. They did not in any way step to the plate for the task at hand. Nicole was unco operative and did nothing but complain. Frank likes to talk about his fire--he had a great opportunity in the face of Michelles supposed weakness to step up and show what he is made of. None of the team did that, they chose to be difficult, instead of showing how much they want to get out of living in a tent. Not one of these candidates holds much promise for your organization and the show would be alot more interesting without their constant whining.
I cannot understand how you didn't see the weakness of the entire group, and let them all go.
BTW, the show is interesting this year, it is very challenging to rise up out of poverty and work harder, even though you are tired and cold and hungry... nice metaphor. I guess we will see if they can overcome the obstacles.
So I have no other seasons with which to compare this season, and I was only able to watch the last half of Episode Three.
I thought Michelle was remarkably poised in her setto with Mr. Trump. Until reading other comments, I didn't know her background and really didn't see enough of the program to evaluate her performance on the assignment.
One thing struck me in the boardroom confrontation. Michelle was berated for being a quitter, rather than sticking it out and (possibly/probably) being fired.
In the real world, employees are often told they are going to be terminated, but are offered the 'opportunity' to resign because 'it will look better on your record.'
So in the real world we are encouraged that the right course of action is to quit, but the same decision on the TV show is not right. What's wrong with this picture?
I believe that no one changes their mind about anything. What we do is make a new decision based on additional information.
I think that's what Michelle did.
After 20 years of working at a carreer I thought I loved.I took a leap of faith when a package was offered company wide.
Today I love the new carreer I choose while off getting payed and continuing my education.
I feel a new sence of freedom and a greater potential for aways being able to make money in the place I am at now.
Good luck to Michelle where ever she may find a career she truly loves and feels comfort.
All the best for sucess
Ray Czenszak.
I'm watching the show from Romania; I've seen seasons 2 and 5.
To me, The Apprentice is about business decisions, about smart people coming up with bright ideas and about teamwork. It's not about living in tents, humiliation and odd decisions (what was it with exempting a team from the weekly challenge?)
This is not The Apprentice Goes to Hollywood - this is Survivor:LA with Donald Trump.
Yes, Michelle was a lousy project manager that deserved to be fired. And yet I applaud her for taking a stand. Her resignation was a form of protest against the new rules. If I'm employed in a company, I expect the company to treat me well and I expect the company to treat all employees equally - is that simple. If a real company did that to their employees, it would be in the news all over the place.
Second, having the winning PM judge the losers is adding insult to injury and it's stupid too, since they can't be an impartial judge, so what's the point?
Third, I like Ivanka as a person. But she ain't no Carolyn.
I'll give the show one more chance. If I don't see any improvement (and I don't really expect to see any changes in rules since that would be admitting they were wrong), I'll just watch something else.
There are many good people who amassed great fortune through the opportunity of free enterprise who are using that fortune to affect change. Social entrepeneurs are making decisions with a social conscious that is not about greed but about ending poverty. It does not appear that Donald Trump is one of them.
Even if Michelle would have ultimately been fired, she stilI trumped Trump by keeping her cool in the boardroom and taking the decision to leave. In turn, Trump exposed the emptiness of his wealth and the condescending tones that often permeate priviledge.
As an artist and educator I have been entertained by the show and the tasks laid out for the contestants. I have often imagined how much more interesting and useful the results would be if there were a team of artists instead of business majors. Never did I see or hear any insightful information (on this show) about dealing with people or achieving objectives that I didn't learn in graduate art school.
However, for sheer entertainment, it was worth the barrage of commercials to see the look on the three Trump faces that someone did not want to play by their rules. The shock that resonnated in their expressions showed just how out of touch they are with the rest of the world. Their refusal to accept Michelle's resignation with any professionalism and refrain from a demeaning attack on her revealed the shallowness of those Trump family/business values.
It is sad to see so many Americans set goals that ascribe to the Trump idealogies because they are inflated and subject to burst. As most artists will concur, wealth has nothing to do with success.
Artemisia in CA
True, the tent city doesn't seem all that bad--the members of the tent team aren't sleeping on the ground, but on beds, and there's a cooking/shower set up that Survivor players would envy. And so would a lot of people living on the street. But consider what happens when someone gets into a cycle of poverty: the condtions become much, much more of a trial to overcome. The inner city kid who graduates from Harvard with an MBA is seen as a miracle, a fairy tale come true, not as the norm. And this is not because poor people are by definition less worthy than rich people. Often a rich person will live a comfortable life and not achieve any more than his/her counterpart in Harlem, because of taking life for granted. But the poor person has had to endure shabby schools, unsafe neighborhoods, substandard housing, and more. Those who find their way out of that to achieve their dream have a longer way to go and have achieved a lot more than the person born into comfort. But why should it be that way? Do we have lives and abilities to waste in that way?
Applying this to the Apprentice program, it just seems to me, Mr. Trump, that you'll get a better picture of people's true abilities if everyone is dealing with similar conditions.
As for Michelle, while I don't know what kind of personal crisis she was experiencing off camera, generally speaking, quitting gets a bad rap, and I don't think that it's an either/or question. The "quitters never win" is a bit too neat of a summation as people leave a bad situation for various reasons, some of which are not only legitimate but the best choice possible. As an example: I've run seven marathons, attempted 8. Some of them have felt very, very hard, but I never for a moment wanted to drop out, and although some of my races were much slower than I wanted them to be, I still felt a satisfaction in staying the course. In one, however, a twinge in my calf muscle kept getting worse and my form suffered from it to the extent that I thought I could worsen the injury or develop another simply by favoring the leg. At sixteen miles, I decided that it was time to accept that this was not my day and that risking a more extensive injury by finishing would not be smart. Naturally I was disappointed, but I don't look back on that race and think less of myself for quitting. I look back and think "it's about time you got smart and stepped out!" You have to know as the saying goes, "when to hold 'em and when to fold 'em." I came back a few weeks after that marathon to run my year's best 10k, rather than having to nurse an injury. So I am in fact pleased with my decision.
Even if I'd thought the decision was wrong, however, I don't think regret is productive, and I hope that Michelle experiences none. You make the best decision you know how to make under your current circumstances, and if it was a mistake, you learn from it and move on. No use can come of holding on to mistakes and feeling one must be defined by them.
So many posters here who defend Michelle are using real world examples which simply do not apply here. It's almost like none of you have even seen THE APPRENTICE before now. It's a competition people. You compete, you produce or you get eliminated with Donald Trump being the final decision maker on that.
YES, you can quit. But Michelle's decision would have meant a whole lot more if it had been at some point other than when the guillotine was about to fall on her head. But anyone (including myself) who has been in a position of having to terminate people for their inability to do the job has heard the old phrase "you can't fire me because I quit" before. It's nothing more than a reflex action of a person who cannot rationalize in their minds that they FAILED. Given the outline of this show you would be dealing with people who are supposed to be remarkably successful anyway, so those egos would take major bashing. Like Mr. Trump said at one point in that show, I am also suprised that more people haven't quit before now.
I would like to compliment Artemisia for a well written blog even though most of your opinions on the subject are blatantly wrong for the reasons I stated above. Michelle did not acheive some small victory by denying the Trump's the obvious outcome of the show. Quite the opposite actually. The Michelle I saw on all three shows showed a unique ability to not be able to make a decision of any kind other than one to try to save her own dignity at the eleventh hour. Even with this, she begged for an opportunity to apply for a job with the Trump Organization outside of this show (which I might add was quickly shot down by Trump's daughter and rightly so). But all the defenders of Michelle seem to forget that little part of it.
As for poster 1488921 and your analogy of comparing this to a race? OK, let's do that. In NASCAR if you are driving a car that is damaged and causing the other cars in the race to be handicapped, you get black flagged and eliminated from the race. In the last Olympics, there was a skier from some small country who was the only one who showed up to represent them in cross country. This person was allowed to compete but told that if they could not keep up with a certain time or pace (much like qualifying for the Olympics), they would have to leave the race. It's exactly the same here.
Even though you volunteer to compete on THE APPRENTICE, you know going in that if you don't produce or deliver, you get terminated because only ONE person wins. All of the people who have applauded Michelle for quitting have failed to mention (as I said before) her begging in that show for an opportunity to apply for the Trump Organization outside the realm of this competition. Seems to me that this makes many of your points moot about one upping the Trump's. I also don't see anyone saying she had the ability to make it to the end. In all honesty, could anyone here say should could have made it to the end? Would YOU hire this person?
Finally in regards to "tent city". Also as I have said in a previous posting, it was an idea. Good or bad it's what you have to deal with this season. I doubt it will be back (in this form) for the next version, but it was something thrown at the competitors to shake up the competition. Looks to me like it's working pretty well honestly. We all get thrown curveballs in trying to get things done in business everyday. But THE APPRENTICE is an extreme case and in the past episodes the only punishment you got for failure was going back to the luxury loft (and eventually the boardroom) and not being able to rake in whatever reward was offered. This just took the punishment to the next extreme and to that I say "deal with it". That I say to both the competitors and the people here posting against it.
Have a great day,
William Harding
Kentucky
I seldom have the time to blog anywhere because I am busy building an empire for the future of myself and others. If no one objects I would like to post a few short comments.
First I would like to say that anyone that posts a website or link to their own company(s) or a personal website is violating the terms of the blog. This blog is not set up for your own self ingrandishments. I hope ingrandishment is a word, if not I apologize.
Secondly, I really admire Ms. Ivanka Trump. Those of you that criticize her possibly can not measure up to her standards which appear to be at the same level of her dad's or possibly at a higher plane. What a great wife she will make for the lucky guy out there. She doesn't put up with nonsense and what a tremendous asset she would contribute to a mariage. Can you imagine what would happen if someone messed with you needlessly and they were wrong? She would tear into them to the point they would be distressed for several days.
Thirdly, I have not seen the new season of the show yet. Based on what I have read though it appears most people expect cush living while conducting business. Has anyone thought to negotiate with the hired help around the mansion? Just being gratious and respectful would be enouh to be invited inside to sleep in a room somewhere. You could probably learn more about being successful the Trump way more by interviewing the hired help more than being on the show.
Lastly, I doubt Mr. T ( thats T for Trump in this case not Mr. T) has the time to read most of these posts. He most likely has someone read all of them and then he probably reads the most bizarre posts. Infact the tv show probably does that and they track the number of posts and relate that total to a matrix for determining a criteria for the shows success.
I mean do you really think that Mr. T has time to read our garbage?
Thanks for your time.
Randy Locke
So whats the big deal about tent city?? I think having the prevalige to live in the mansion is an incentive to fight to get the job done!! Fight to win!Those people act like living in a tent is so down grading.....it just shows they have no clue about the real world. And about Michelle she was just a sore looser.......
Anyway I think Ivanka is doing a good job! Keep it up!
But please, lets go back to the old format, it was a show I looked forward to, to root for certain people etc. This tent thing hasn't really shown us anythiing about whomever is living in there.