Movies are a prime source of phrases and iconic sayings that become part of everyday vocabulary. One of the more famous lines popularized by a movie is: “Houston, we have a problem” as relayed by astronaut Jim Lovell (Tom Hanks) in Apollo 13.
AMC Theatres capitalized on that familiar saying and used it as the sign on the restroom stall that was not functioning. Instead of a generic “out of order” notice posted on the door, they hung a “Houston we have a problem” notice.
The sign accomplished the same thing to stop patrons from entering, but it did so in a way that was clever and very on-brand.
Think about the language that is germane to your industry or organization. How can you incorporate some of it into your signage, wayfinding or art? Branded signs are small things, but all brands are a compilation of a thousand decisions that make a unique whole. Be intentional about what is written on yours.
Online ordering is so easy, and most of the time it is efficient as well. But not always.
We know of at least one family that ordered flowers through the funeral home app but they never were delivered to us. Below is a picture of another memorial that was left on the doorstep in sub-zero weather and arrived in this condition.
When you hit “purchase”, you are putting your goodwill and reputation in another person’s hands, or more accurately, in many others’ hands as your item moves from the vendor through delivery. A lot can go wrong in the multiple transitions.
Don’t hit “send” and forget about it. Ensure that your order arrived with the care that you intended and take the lead in following up with the seller if it did not. Your recipient will be grateful to know that you generously conveyed your greetings, even if the carrier did not deliver them in the manner intended.
There is such a difference when you work with a specialist instead of a generalist. Those who provide narrow services understand the depth and nuances of their work and are often able to anticipate needs instead of just fulfilling them upon request.
We saw that recently at the funeral home: we left the initial meeting equipped with foam core for photo boards, information about social security survivor benefits, a floral order and a book of suggested readings. The staff gave the priest holy water at the precise moment, like a nurse handing a surgeon a scalpel when needed. They had trash bags to transport flowers safely, canvas bags to carry the guest book and photos and thank you notes on demand. Whether it was an obituary template, instructions on how to dry roses and turn them into a rosary or a list of caterers, I doubt we asked any question that hadn’t been asked before.
One of the greatest services a specialist can provide is to limit the number of choices the client has to make. The number of options can quickly become overwhelming, and a true expert knows how to stagger the decision-making points and how to make them manageable. Anticipating what the client wants to know – and knowing when they need to know it – can go a long way in providing real value in the process.
Think of how you can specialize in one aspect of your work. What can you do to see your services through a client’s lens and then attend to the details in a manner that proves helpful instead of overwhelming? You are the one who sees the big picture; help your client build the frame of the puzzle first and fill in the pieces as needed.
Escape Rooms were the hot ticket over the holidays. Whether solving a bank heist, finding the pirate booty or helping the wizard reclaim his kingdom, the teens and tweens couldn’t get enough of them. My nieces and nephews drove an hour to participate in one at 9:40pm – the only time they could get a reservation.
For those unfamiliar with the premise, a small group enters a room and locates clues to solve a mystery. It is an exercise in problem-solving and logic intertwined with technology: put the wooden piece in the holder in a specific way so the invisible magnets touch and open another hatch or press the buttons in sequence to receive a new clue, etc.
Think about the Escape Room as a model for motivation. The rooms are all about the experience itself. There are no prizes or rewards (other than holding up a sign for the photo at the end). People take the task as seriously as if they were hired to do it, even though in reality they are the ones who paid for the privilege. There is a problem to be solved and groups work together to find the best solution.
How can you structure your work experience so people feel like they are in an Escape Room instead of wanting to escape your workplace? The intangible element of engagement is a far more powerful motivator than tangible rewards.
I recently saw Three Billboards outside Ebbings, Missouri, a movie about a woman who posts a larger-than-life message to the sheriff who has yet to capture the person who murdered her daughter. Seven months have gone by without an arrest so Mildred (Frances McDormand) places the billboards that read: Raped While Dying // And Still No Arrests? // How Come, Chief Willoughby?
The movie revolves around her rage which gets expressed in many unhealthy forms, but also about the torment of wanting answers to something that is unanswerable. As the Chief (Woody Harrelson) reports, “some cases are not solved.”
Many things go on in life that seem to make no sense to us. We want answers for illnesses, disasters and deaths although we ware unable to receive an explanation. We want solace when only time can provide an inkling of that most welcome emotion.
Venting your anger on billboards may not be the most effective method of expressing your grief, but the movie does give the viewer many themes to ponder. Maybe you can use its premise and construct for yourself three virtual billboards to vent your frustrations and sorrows in a palatable way. What would your three billboards say?
I made a purchase in a small independent gift store and asked for a gift receipt. The owner, who was also running the register and appeared to be the only employee, said: “Oh, we aren’t able to offer them – yet.”
What a hopeful word: “yet.” It acknowledges that she knows her current limitations, but has plans to overcome them.
I used to tell my staff that everything was better than it was and not as good as it could be. Yet.
Think about how you can convey a sense of possibility with your vocabulary this year.
The dots are back after a hiatus, the first time in five-and-a-half years that I did not publish daily dots. Many might think that I took a break for the holidays, and how I wish that were true. Instead, in those two weeks, we moved my mom to an in-patient hospice facility, told stories until the end, and then held her funeral. I am still trying to process it all.
When I was staring at the computer screen the day before I joined my family at the hospice facility, I debated long and hard about whether to continue the dots or not. I did not want to break the streak of 2026 consecutive posts or back down on the commitment to myself to write every single day. In the end, I decided that these were extraordinary times and taking a break was the wisest course of action, not just an excuse because I did not feel like writing.
It is hard to know when to push through and when to pause. For me, admitting that I needed a break was difficult, but it was definitely the right option. During the last two weeks I had no mental capacity to write or words of wisdom to share, and not having to worry about publishing dots was the one source of stress that I could relieve.
As you welcome the new year, cut yourself some slack. Your wisest resolution may be to stop doing something or to go on hiatus. Saying no is often harder than saying yes, but sometimes it is the only right answer.
