Is it not a legendary fact that at some point nearly every grandmother tells her grandchildren to practice moderation in all things? If you watch the news, you might conclude that the preferred mode of thinking and acting for many Americans is “extremism.” The media too often pays attention to those with the loudest voices, the most alarming messages, and the most shocking behaviors. To be fair to the media, I am pleased to see more stories of community service and humanitarian outreach being included in their evening news programs. 

Here’s the problem with extremism. It polarizes. And, it is a loud voice from one side of an argument and thus a lopsided viewpoint. Extremists would probably say that moderation is boring and that it’s a cop out. To the contrary, the answers to most of life’s challenges do not lie in the extreme view of things. Take the huge controversy over global warming. The extreme environmentalists would tell us the world as we know it is about to end and that solar power and wind power are the answers. The other extreme promotes the virtues of coal. Most Americans are smart enough to know that the only answer is “all of the above.” We must diversify our energy resources to include solar, wind, ever cleaner methods for burning coal, and advanced nuclear technology. Why is it that the scientists and politicians are polarized? The answer is that they don’t get noticed when their thinking is conciliatory and eclectic. They must play to the noisy crowds to get noticed.    

Most of us resonate positively to the idea of finding the common ground in any debate. This requires that we make trade-offs and reach compromise on certain issues so that the debate doesn’t turn into gridlock and block all progress. We need some zealous voices for moderation. 

If you’re feeling disenfranchised and angry, then raising an extreme voice might be therapeutic venting, but it isn’t the answer to making things better. There was once an American Revolution. We’re past that. We need an American conversation. We need collaboration and problem solving. Save the loud voices for cheering on your favorite sports team. That’s healthy.

I now know that our high-tech society has arrived at the true Age of Star Wars. This morning, my grandson emailed his new phone number to me saying that “…it had been sent from his new Google Android phone.” He was responding to an email from his mom (my daughter) suggesting that he should “…send a quick note to all of our family aliases” to let them know. Of course, “aliases” is a high-tech reference to those pseudonyms we use in place of our real names when communicating on the Internet. Nevertheless, I was intrigued to see our family androids reaching out to our family aliases. Ain’t technology great? Big smile everyone!

With all the political turmoil and public contention that has characterized the Healthcare Reform debate of recent months, it might be well for Americans to renew their perspective on the natural struggle that monumental change usually represents. Here is an eye-opening historical glimpse provided by the Social Security Administration.

http://www.ssa.gov/history/briefhistory3.html

Consider President Franklin D. Roosevelt’s message to congress in 1934 as our nation now struggles to bring about healthcare reform in 2010:

“Security was attained in the earlier days through the interdependence of members of families upon each other and of the families within a small community upon each other. The complexities of great communities and of organized industry make less real these simple means of security. Therefore, we are compelled to employ the active interest of the Nation as a whole through government in order to encourage a greater security for each individual who composes it . . . This seeking for a greater measure of welfare and happiness does not indicate a change in values. It is rather a return to values lost in the course of our economic development and expansion . . .”

The initial stages of any transformation are wrought with controversy and uncertainty, but the fact that change is possible is encouraging. Rather than continue the attack on new ideas, we can acknowledge the embryonic nature of what is emerging and work together to shape solutions that might make a difference in time. The alternative is to stand still.

My parents were married on St. Patrick’s Day, not that we are Irish, though you might think so from the name, Darby. The people of Ireland believe in their luck. The four-leaf clover comes to mind. What I like about clover is the bright green color that symbolizes the spirit of the Irish. Green is growing. Green is new. Green is a cheerful color. Minty green is refreshing. Green is spring, which will soon occur for many of us. This is the first spring of this new decade. As we shovel the snow aside, we can shovel aside many other things to make way for new beginnings. It is amazing how resilient we humans are. We are thankfully capable of renewal. Let that be a motto for spring: to renew.

Anybody who has read my blog postings knows I am an optimistic guy. When my view of the world becomes troubled it’s usually because I’ve been watching the news. On one hand, it’s good to know what goes on in our ever smaller world where we are so connected. On the other hand, too much preoccupation with events in far-away corners of the world can distract us from doing the good that we can do in our own neighborhoods.

I was watching BBC News last night and noticed how many pockets of unrest and violence there are around the globe. There’s also the lingering concern over the state of the world’s economy. And there has now been an earthquake in Turkey to follow the devastation in Chile and Haiti. What are we to think? Some have an apocalyptic view of these occurrences. A more scientific view would say that these are normal cycles of political, economic, and geological events. 

What do we conclude? Our planet is beautiful, but it is alive. It has always held both wonders and dangers. We must be prepared for natural catastrophes. We, the people, are prone to both wondrous acts of creativity and kindness while still capable of irrational and inhumane treatment of one another. Life turns out to be all about opposites: light vs. darkness, health vs. sickness, peace vs. war, optimism vs. pessimism. Where there are opposites, we have the opportunity to choose that which uplifts versus that which breeds fear and contention. We have the opportunity to turn a blind eye or to lend assistance to those in need. And, there is always something to learn from adversity and almost always an opportunity to turn opposition into innovation when we put aside pride, anger, and selfishness. Is this being too optimistic? It’s not easy to do. It’s better than the alternative.

Of all the stories I have shared in the Customer Astonishment book, one that is easily remembered by many readers is the story of my son and me ordering our salads at that small café in Wichita, Kansas, a number of years ago. If you’ve read the book, you will recall that important Moment of Truth as I inserted my fork into that cherry tomato hoping it would be crisp and flavorful. The restaurant failed the test. As the saying goes, “You don’t get a second chance to make a first impression.”

The professional responses we predetermine and commit to give to customers as they face these Moments of Truth can be characterized as our Pride Factors. These are the crucial factors for creating positive impressions that demonstrate the extent to which we take pride in the work we do. These are the hallmarks of personal excellence. Thus, one Pride Factor of that Wichita restaurant’s salad chef might be: “No customer will ever taste a stale cherry tomato on my watch.”

You know, those Canadians are good neighbors. Thanks to them for hosting a generally congenial Olympics and yet a grand event full of intense and earnest athletic competition. This comment from Sports Illustrated columnist, S.L. Price, sums up some important elements of the Vancouver games…

“The USA’s 37 medals set a record for success at a Winter Games, and came amid the most controversy-free American performance in decades. With skier Bode Miller redeeming his cavalier performance in Turin, Team USA kept as low a profile as an athletic superpower can, predicting no wins, displaying no arrogance, celebrating with class. It was a switch no one predicted: The Canadians acted more like out-there Yanks, and the Americans acted like humble Canucks. And it helped set, for these games, a graceful tone.”

I’m sure Americans are proud of our athletes who represented us well and we’re also happy for Canada’s triumph.

What are we re-learning from the Vancouver Winter Olympics? My opinion?

1. For two weeks, there’s predictably enjoyable TV to watch each night. And, thanks, Bob Costas, for the truly great host you are.

2. Managing the Olympics is a big job, especially when the weather is not cooperating.

3. On a ten-point scale for fitness, coordination, and endurance, I might have rated myself a “6.5.” After watching mogul skiers, speed skaters, and other superb athletes, I’ve changed my rating to “3,” but I’m not giving up.

4. Most of all, it is a wonderful thing that millions of Americans are inspired by the pairs figure skating gold medalists from China, Shen Xue and Zhao Hongbo. Theirs is a universal story of true love, remarkable dedication, and dazzling performance. The Olympics cause us to forget all the diplomatic difficulties we’re having with China. For two weeks, we are all connected as citizens of one small planet where world peace is still our fondest dream.

This western holiday began with a papal decree in the late Fifth Century AD. There are some who decry this holiday as “shameful.” And yet, whatever the resistance may be, the popularity of Valentine’s Day continues to grow worldwide. To most, it is a delightful day. What is its purpose? Is it a celebration of romance and love? Of course it is. Is it a day to express affection for those we each hold dear? Of course it is. It seems the whole wide world could use a little love and affection about now. So, when will you buy your boxes of chocolates and Valentine’s cards and who will you take to lunch or dinner at that special restaurant? Who will you lift up in some special way that says, “I truly care.”

My earliest remembrances of Valentine’s Day are of the various heart-shaped treats my mother would create and of my bashful delivery of Valentines to those elementary schoolgirls I thought to be my special friends. The day took on real meaning when I found my “true Valentine,” Sharon. It is a good day to remember that the love that brought us together has kept us together all these years.

No we are not. It’s only an angry and vocal few plus Washington politicians conducting business as usual. We have a nation with an economy at risk and where our national security is a constant concern. We need our leaders and wanna-be leaders to put aside their campaigning for another year or so and just plain address themselves to the problems we all face. If some in Washington have “got it made” and feel exempt from the problems of everyday Americans, they ought to look at the issues facing our nation through the eyes of their grandchildren and get on with creating a legacy of positive action to rebuild our national confidence and pride. 

You know me, I usually write upbeat blog messages. Well, I’m a little ticked off at those who spend their time trying to figure out how to embarrass their political opponents and block any progress whatsoever. It’s time for the United States—not the Divided States of America.