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I initially wrote this story in my blog on SQL databases (you can find that here) and realized the story could easily fit here, too, that lessons can sometimes come from the most unexpected places. There’s a line in this story below that has become kind of a running joke between my son and me, in large part because of the wisdom in it, and how old he was when he came upon that wisdom. That little line became the title of the story, and as I finished writing it, I realized that the story was both about that line, and about success, and how the two fit together. So with that as an introduction, please allow me to share a story that happened many years ago, but still has wisdom and relevance even today.
When my son was little – about 2, we went out to the Pacific coast of Washington State and stayed in a vacation house for a few days.
He got to run on the beach…
Play with things he’d never played with…
play with airplanes…
…and just really, really had a good time.
It was wonderful to watch. For those of you who have children, you’ll recognize this.
He was also at this stage in life where he just wanted to do everything by himself – and, for those of you who have children, you’ll recognize some of this, too.
He was a “big boy” now, and he wanted to take care of things in a “big boy” way, so when he had to go take care of some, shall we say, personal business, he wanted to do it, as he said, “all by myself”.
And so, like many parents, I waited for him to call me and tell me he was done, so I could help him finish up the paperwork, so to speak. And he didn’t call, and didn’t call, and didn’t call.
Finally I called in and asked if he was okay. I heard a strained, “I’m fine!” – and then silence. Then I heard a thump, followed by another thump.
Hmmm…
Silence followed by thumps is never good. It seemed like it was time to go check on him, so I rushed in to see what was the matter – and in half a second I could see what had happened.
He’d been sitting on the toilet – the “grownup” toilet that everyone else used, not the little one he would normally use, and he’d been struggling to hold himself up with his hands to keep from falling in.
When he was done, and being a little tired from holding himself up, he wanted to be a “grownup”, he skootched himself forward until he could get off, but in doing so, left quite a bit of “evidence” on the toilet seat, the front of the toilet, and all the way up his back that he’d done so. It was clear he’d lost his balance a bit as he was trying to stand and had bumped into the wall, leaning there to hold himself up.
The, um, “evidence” was there, too.
He was standing there in the middle of the bathroom, ‘pullups’ down around his feet, surveying the scene with an almost analytical detachment when I rushed in and saw the whole thing. I could clearly see what had happened based on what I just described, but instinctively wanting to confirm it, I blurted out, “Michael! What happened?!”
His answer was priceless…
“Well, Papa. Sometimes… things go wrong.”
There it was, plain and simple. “Sometimes, things go wrong.”
Despite the best of intentions, despite the best will in the world, as he said, “Sometimes, things go wrong.”
People make mistakes, or don’t live up to our expectations.
Things go wrong.
Things break, or don’t work like we expect.
Things go wrong.
No matter what we do in life…
Sometimes…
Things go wrong.
So how do you handle it when they do?
And, when you have a simple acknowledgement of the fact up front, how on earth can you be angry?
How do you – at work or at home – handle it when things go wrong?
What, if you were faced with that situation I mentioned, would be the most important thing?
Seems like they’d be like this, in order:
- Clean up Michael (as in: clean up the source of the – we’ll call it “evidence”)
- Clean up the toilet seat (as in: make sure things are functional again)
- Clean up the wall (as in: take care of any – we’ll call it ‘collateral damage’ here)
- This one’s incredibly important: Remember: Sometimes, THINGS GO WRONG – equipment breaks or wears out, code for our computers has bugs in it, and humans, both personally and professionally, are not perfect.
Yelling at my son about making a mess he already told me he didn’t mean to make wasn’t going to solve anything.
Managers yelling at employees when things go wrong generally don’t have much of a good result either, nor, often, does yelling in personal situations.
The important thing there was to help clean up the mess, then reassure him and let him know that everything was okay. Just like you need to reassure and encourage the people involved so they’re not afraid to, shall we say, ‘get back in the saddle’.
And this takes us to…
5. If you want to keep this kind of thing from happening again:
Personally: I can’t stress the importance of communication – not just speaking, but being willing to listen. I can’t tell you how crucial that is, but I’ll be the first to admit I’m not perfect in this and have definitely made my share of mistakes, so please don’t take this as some perfect being sitting on the top of a mountain dispensing wisdom. Nope, I’m down in the trenches, muffing things up along with everyone else, trying to learn the lessons God has for me, and trying to share the experiences along the way.
Also, (this one is challenging) realize yours might not be the only right view there. (Yes, hard as it is to understand this in the moment, it’s possible for two people to be right about something – and still disagree with each other). Often, one will be thinking short term, one long term. Or, one may be thinking, we’ll call it ‘rationally’ while the other is thinking ’emotionally’.
Note: One is just as valid as the next.
Professionally: Communication here is just as critical. You might have one person thinking long term, but unable to articulate it, while another is focused on the immediate problem, and is more vocal.
Both are valid.
Be sure to listen to the quiet people in your organization. Make sure your people are equipped with the proper tools to do the job they’re expected to do. Going back to my son’s analogy, it’s good to make sure the saddle’s the right size in the first place. Instead of your people using all their strength to keep from falling into a place they’d rather not be because the hole – or the responsibility – is too big, make sure they have the skills (read: training) to be big enough to keep from falling in in the first place.
Does that make sense?
There are many ways to handle situations like this, but for those of you doing management of some kind, understand that the minds of your employees are the most vital things you have. Most often, it’s in there that the solutions to the problems lie. Making them quake in fear of you isn’t a productive use of your time, isn’t a productive use of their skills, and doesn’t make them feel comfortable getting, as I said, ‘back in the saddle’.
So, whether it’s in your work life, or your personal life, when dealing with folks:
Respect them for their skills, whatever they may be.
Forgive them for their mistakes, whatever they were.
Put the past where it belongs, behind you, and in doing so, you’ll help them learn, and you’ll teach them something far, far more valuable than you realize.
You’ll teach them they can trust you to have their back when they need you.
You’ll teach them they can take risks and fail, and not worry about their jobs.
But in setting them up like that – they’ll also feel comfortable right at the edge of their skill envelope, and, as one leader (the former CIO of the company I work for – yes, this means you, Dale) once said, “it’s when you’re at the edge of your envelope that you make mistakes, but that’s also where you learn the most. Yes, sometimes you fail, but sometimes you succeed beyond your wildest dreams.”
He was right, and I appreciated that sentiment more than I ever really found words for.
It also boggled my mind that someone, with all the education he had, with all the experience he had, at the peak of his career in a company could come to the same conclusion that my then two year old son came up with on his own.
It shouldn’t be that hard for those of us somewhere between the two to come to similar conclusions, should it?
In fact, it seems like a huge part of success comes from understanding, and accepting, that…
Sometimes…
Things go wrong.
(C) 2011 Tom Roush – all rights reserved
Well, school started for a lot of kids this week – and it got me thinking about my first day of school many years ago.
Mind you, it was grad school, but “The First Day of School” seems to have the same connotations no matter where you go or how old you are. I got in touch again with a friend the other day, and she was telling me how nervous and antsy she was about the first day of school.
Then I found out she was a teacher.
I guess those “First Day of School” jitters never really go away, huh?
So the first day of school I was thinking about was when I went to Grad school in Athens, Ohio, and I got there in September, a number of years ago.
You know that song, “Try to remember, the kind of September… when life was sweet, and oh so mellow…”
Honestly, I don’t remember this particular September as being quite the gentle one mentioned in the song. This one involved moving across the country, to a place I’d never been, and doing something that everyone but me thought I was really good at, and learning to be better at it.
I was graciously given a ride down from the Cleveland Airport from my friend Renee’s parents, who were a nice transition from leaving a place where I knew everything to arriving at a place where it seemed I knew absolutely nothing. We got there in the evening, with enough light to take my suitcase and pack up to the third floor walk-up apartment (a semi-finished attic that was being rented out). I turned the radio on I’d had shipped ahead on to hear something familiar, only to hear stations from Chicago to West Virginia.
Wow – They were a far cry from what I was used to. Everything was so new, and I suddenly felt so very far from home. In fact, not only was everything new, but there was just so much of it to absorb. On top of that, aside from Renee’s parents, the closest person I knew was a minimum of 2,000 miles away. The adventure of it all seemed to pale in comparison to the enormity of the distance from all things familiar.
The closest phone was a phone booth at the grocery store a couple of blocks away, so I walked over there and called home to let my folks know I’d arrived and was getting settled, (and, honestly, to hear a familiar voice).
The next day I decided to explore my surroundings, since I was expecting to be there for at least a year, possibly two, so I went for a walk. I’d been writing a letter, so I took the clipboard I had the paper on, slung one of my cameras over my shoulder and headed out. I was more than a little astonished at people’s reactions to that. I’d be walking along, taking pictures of the campus, writing in the letter that I had on the clipboard about what I’d seen, and people would see me and give me a really wide berth, like they didn’t want anything to do with me. Later I realized that I must have looked very official, and people just wigged out a little, not realizing that at the time, that all I was doing was taking pictures for a letter I was writing to my folks.
Oh well.
One thing I learned on that walk was that the humidity in southeast Ohio was a little different than it was in Seattle. I won’t say it was humid, but I will say that if you had a potato chip that was too large, you could fold it in half before you gnawed it to death. It was so humid you really didn’t get much wetter if you jumped into a pool, a shower, or a bathtub. The apartment I was in had an air conditioner, but all that did was change the climate in that attic apartment from hot and sticky to cold and clammy. In a nutshell, it went from plain uncomfortable to just plain gross.
I also began to understand the concept of big porches, which we don’t really have much of in the northwest. You might spend time inside, and you might spend time outside, but that halfway point between the two, the front porch, really doesn’t exist where I come from, so it’s a whole different culture, just by that very little architectural thing, and one of the things you do on a porch is just sit there and watch the world go by.
Now, given that my place had no porch, and because there were very few places in it where you could actually stand up all the way, I found myself staying there mainly to sleep, and the first quarter there I did surprisingly little of that. The girls on the second floor downstairs smoked, so there was this constant stale smoke smell that permeated everything. Well, not everything. If you got close enough to the air conditioner to be cold and clammy, the stale smoke smell lost out to the slimy, mildewy, air conditioner smell.
Ummmyeah… an olfactory experience not to be missed, I tell you…
Not.
On the walls was this old (actually kind of pretty) pine paneling. But the one thing I really liked about the apartment was the location. It was literally across the parking lot from the school of art, where I had most of my classes. I could be in class in 2 minutes flat, assuming I was in the apartment. Usually I was in one of the studios, the darkroom, or the computer lab. Like I said, I used the place for sleeping and that was about it.
And so, like many other people in the area did in the evening, I went for a walk, just to get out of the house. And that early evening, while walking up the street, no cars moving anywhere, I saw a guy, sitting on his porch, at his house, across the street.
Alone.
He was rocked back on a chair, gently fanning himself with a ratty old hat, watching the world go by, which at that moment, consisted of just me.
“Hah!”
(Hah?)
I looked around.
He clearly couldn’t be talking to me.
I mean, he was all the way across the street from me.
In Seattle, where I’d been, there was always traffic. You wouldn’t dare talk to someone across the street without looking both ways to see if you’d be interrupted or hit by a car or truck or bus coming by.
I looked left and right.
Still no cars.
In fact, no trucks.
Or buses.
Not even a stray cat to make life interesting.
“Haaaayadoin?”
(Haaaayadoin?)
(oh… “How are you doing?”)
I looked back at him – he was looking right at me and obviously talking only to me.
“Uh, fine?”
“Naaas weather, ain’it?”
Nice?
Nice?
I started thinking of that potato chip I mentioned earlier. It wasn’t – oh, he’s making conversation – I get it. I’d lived alone for the last year. I was completely out of practice of simply making conversation, but I gave it a try.
“Um… a little humid.”
He smiled and waved the ratty hat at me.
“Have a naaas dayie”
I waved back, pondered the whole exchange for a bit and kept going… There was something about the way he waved that would repeat itself a couple of years later in a totally different setting, but that wave, and the willingness to just say hi to a stranger, was something worth more than I realized at the time.
I’d rented the apartment sight unseen from a lady I only knew through several other people. In fact, I rented it from a payphone at the Safeway on top of Queen Anne hill in Seattle. I’d never done anything like that before, but it worked out well. She’d mailed me a key to the place, so I was able to get into the apartment, and when I was all settled in there in Athens, I called her, and she came by to show me around. I didn’t realize that “around” would include a guided tour of the whole town, but it did.
She took me for a ride in her old metal flake green convertible that, honestly, reminded me of a cross between split pea soup, and the worst cold I ever had. For some reason known only to her and God himself, she had eye shadow to match the car.
She was an absolute sweetheart, but being driven around in a huge convertible snot green 1972 Cadillac with white leather seats by a little old lady, (and I mean little, my gosh, if she was 5 feet tall I’d have been surprised. She had the seat all the way forward, an old pillow tucked behind her, and was driving this behemoth with her toes) just wasn’t what I was expecting as a young college student ready to take on the world.
I clearly had a lot to learn.
She took me for that tour of town, showing me where everything was. Most places have a “downtown”. Athens has an “uptown”.
We stopped at a traffic light, in the left lane, the big V-8 engine in front of us almost silent, and were talking a bit about town when another convertible pulled up beside us. Actually, “pulled up” is far too gentle a word. This was a bright, fire engine red, convertible VW Rabbit, and I, who had been living alone for over a year, was suddenly faced with four – um “college women” who just, for lack of a better phrase, simply materialized beside us with a little ‘scritch’ of their tires. The girls were, let’s just say they weren’t the “California Girls” in the Beach Boys song, but Lordy, they would sure have found a place in it… I think somewhere between the “Southern Girls” and the “Midwest farmer’s daughters” – they would have fit just fine… They were dressed for the weather, full of life and fun, laughing and giggling. I was just getting my mind, and, admittedly, eyes around what I was seeing, the girls laughed, said, “Hi!” The light turned green, and they were gone.
Um.
Wait?
I looked left, and a thought crossed my mind. The little old lady peering under the steering wheel hadn’t always been old. It made me wonder if, at some point, this little old lady with the green eye shadow, driving the green Cadillac with her toes had been a young college student once, and what stories she might have to tell about times when she was young.
I didn’t know, at the time, that my life would forever be changed by the things that happened there in Athens.
I didn’t know that I’d work so hard that even eating 4 meals a day I’d still lose 30 pounds in 10 weeks.
I didn’t know then that I’d do things, make friends, and have adventures in the next few years that I still smile about today.
I didn’t know then whether the dreams I had of being a globe-trotting photojournalist would pan out, but I was sure going to try.
There was so much, that fall, that I didn’t know, and as I think now about sitting there in that green Cadillac, I realize that the little old lady must have been able to look back at the kind of September that I – well, not that I was about to experience, but the kind of September I’d remember, too. She, by driving me around, was sharing her own memories, her hangouts, her little secrets, and in a way, allowing me to be a part of her reliving her own youth. It was, I realized years later, an honor, and a privilege, to be allowed to be part of that moment in her life.
All during the writing of this, I’ve been drawn back to the song … (listen – or read the music and lyrics)
(music © by Harvey Schmidt, words © by Tom Jones)
Try to remember the kind of September
When life was slow and oh, so mellow.
Try to remember the kind of September
When grass was green and grain was yellow.
Try to remember the kind of September
When you were a tender and callow fellow.
Try to remember, and if you remember,
Then follow.
Follow, follow, follow, follow, follow,
Follow, follow, follow, follow.
Try to remember when life was so tender
That no one wept except the willow.
Try to remember when life was so tender
That dreams were kept beside your pillow.
Try to remember when life was so tender
That love was an ember about to billow.
Try to remember, and if you remember,
Then follow.
Deep in December, it’s nice to remember,
Although you know the snow will follow.
Deep in December, it’s nice to remember,
Without a hurt the heart is hollow.
Deep in December, it’s nice to remember,
The fire of September that made us mellow.
Deep in December, our hearts should remember.
And so, as I hum the words above, I think back with fondness on the memory of a very little old lady in a very big car, who allowed a young student’s September to be a part of the December in her life.






