Think about trying something different....

“Think left and think right and think low and think high. Oh, the things you can think up if only you try.”Dr. Seuss

Business start-ups are launched with great fanfare: the designers and developers truly believe in everything they create. However, it takes lots of preparation, training, and practice, and no matter how much you do there are things that are not quite right. If the staff is ready, their enthusiasm and excitement will enable them to smile and impress the opening day customers. As soon as they get some experience with the new facility and team they will be able to assess what’s good or in need of improvement: that’s when smart managers ask them to look for ways to improve things and quickly act on their recommendations. Whether it’s the launch of a hotel or a simple task at an on-going enterprise, asking employees to think left and think right and think low and think high and you’ll be amazed at the things they’ll think up when you ask them to try. The best new ideas most often come from those doing the work: ask for suggestions and discover their creative ideas today.

Theodor Seuss Geisel (1904-1991): Writer, Cartoonist, Animator

Take your shot....

This quote really resonates as Las Vegas is in the grip of hockey fever: our Golden Knights are 1 game up in the Stanley Cup championship series. There’s a Wayne Gretzky in every facet of life: someone who raises the bar, reinvigorates the level of enthusiasm, and finds ways to continually innovate. While people like this tend to be found in sports, they’re everywhere: musicians, filmmakers, authors, chefs, and so many more.  But it’s the regular men and women who take a shot at creating something new that most amaze me: the flair bartender, the doorman that spins and dances to an internal beat, the hostess who smiles out of genuine happiness, and the Uber driver who chats up a personal storm. There’s an opportunity to improve everything we do: if you don’t take that chance you’ll never know how creative you are. Don’t miss your shot to make things better today.

Wayne Gretzky CC (b. 1961): Canadian former professional ice hockey player and former head coach. Nicknamed "The Great One", he has been called "the greatest hockey player ever”

Great stuff lasts forever....

I saw Paul Simon in concert the other night – it was part of his Homeward Bound Farewell Tour. He sang songs from throughout his more than 50-year career, all of which many in the audience knew and could sing. I remember his first record – The Sounds of Silence– I heard it in 7^thgrade and remember the impact it had on me: humming the tune and thinking about the lyrics. “People talking without speaking/people hearing without listening”, and “hear my words that I might teach you/take my arms that I might reach you”– the lyrics in the song seemed to speak directly to me – these and so many other of his songs were so different from anything we’d heard or experienced before.  They were so innovative and because they were done right, they’ve lasted forever. As the music played during the concert I was reminded that creative efforts can impact people and things far and wide and as people and things begin to fade away the impact of their creative efforts last forever. So, if the creative urge strikes, do it right today.

Massimo Vignelli (1931 –2014): Italian designer who worked in package, houseware, furniture, signage and showroom design 

Believe in yourself....

“You must expect great things of yourself before you can do them.” Michael Jordan

Last month when I flew into Boston’s Logan airport and drove north to Maine, I passed the NECCO Candy company – it claims to be the oldest continuously operating candy company in the country and is primarily known for their chalky sugar wafers and Valentine's Day candy conversation hearts. I used to love those as a kid, getting them at the candy store or when going door to door on Halloween. That company went bankrupt a few years ago and I saw in yesterday’s news that it was bought at auction for $18M by a The Spangler Company, a rival that makes Jelly Bellies: I’m not sure if that’s a good price, but somebody certainly saw the value and expects great things from that purchase. Companies, like people, go through good times and bad – throughout those cycles the best managers keep employees thinking positively, performing productively, believing in themselves, and doing great work. Inspire your employees to expect great things of themselves and watch as they do them today.

Michael Jordan (b. 1963): Legendary retired professional basketball player and principal owner and chairman of the NBA’s Charlotte Hornets

Dare to dream....

Sometimes you never know when you’re going to meet someone special: that happened to me recently at a conference for HR leaders in Maine.  I was introduced to SSG Travis Mills, one of 5 quadruple amputees from the war in Afghanistan. His unflinching optimism was palpable and listening to him put all kinds of things in perspective. Most of us have issues, some of which affect us as we carry on our lives – Travis is able to put his aside and dream only of the possibilities.  It’s hard to imagine what went through his mind when he learned the extent of his injuries and began his recovery; to hear him tell it, there was no option to adapting to his changed circumstances and figuring out how to use them to help others.  Today he coaches individuals and companies on how best to overcome obstacles and achieve goals. Google him and read his story – it will stir your soul to want to achieve great things today.

Bill McCartney (b. 1940) is a former American football player and coach and the founder of the Promise Keepers men's ministry

It's the little things that count....

“We have one precious life: do something extraordinary today, even if it's tiny. A pebble starts the avalanche.”K.A. Laity

I’m a guitar player: acoustics, mostly, and they’re temperamental here in the Las Vegas heat. I take them to a luthier regularly: he’s a real craftsman and very much in demand. Whenever I drop off one of my instruments he has a shop full of many others, in all stages of maintenance and repair, yet he’s always happy to receive another and does so with a genuine interest and smile. I never ask how long it will be and he always completes the work in less time than I expect: it’s a fairly straightforward transaction that leaves me feeling satisfied and appreciated.  I compare this to similar kinds of things we all do, like taking a car in for service or having a prescription renewed – those routine needs never seem to come with a smile anymore.  And whenever I get the guitar back home and open the case, I always find a hand-written card from him thanking me for allowing him to be of service. It’s a tiny thing, but in today’s world that’s an extraordinary example of how things should be.  Life is short – do something great today.

K. A. Laity is an award-winning author, scholar & critic

Don't settle for ordinary when extraordinary is possible....

I’ve worked on many start-ups and the common element among all of them is their founder’s burning desire to create something great.  They usually begin with an idea that grows over time and stays true to their principles and ideals: these entrepreneurs really believe in what they’re doing.  Some started hotels, others developed technology, and one had a great retail idea: all of them were driven to achieve something beyond ordinary. The technologist who developed my extraordinary applicant tracking systems worked day and night, often sleeping at the office in order to maintain schedules, every day having more ideas and breakthroughs as we stayed on-task, on-budget, and on-time. He, like the other entrepreneurs I worked with, were as curious about the ‘what-ifs’ as they were passionate about each day’s progress; they rarely accepted results that were ordinary. You can adopt this same standard to everything you do, big or small. Bring your burning desire to the creation of great things today.

Joseph Bitner Wirthlin (1917 – 2008): American businessman, religious leader and member of the Quorum of the Twelve Apostles of the LDS Church

Discover what it takes to blossom....

"The potential for greatness lives within each of us.”Wilma Rudolph

Years ago, I learned that internal marketing to employees was as important as external marketing was to customers.  Having a clear and consistent voice and style was important as employees came to rely on these more than the traditional cascade of information from supervisors.  And as the tools available transitioned from newsletters and posters to intranets and mobile apps, the key was having the right person in this role. The last person who did this for me started as an intern, learned the ropes, and developed a style all her own. Early on, her enthusiasm, eye for detail, and straight-forward writing convinced us she had the potential for greatness and over time she blossomed. Raw talent grows when you support someone, listen to their ideas, and give them the freedom to try: we all have people working for us who thrive if nurtured effectively. Look for the up and coming superstars on your team and help them reach their full potential today.

Wilma Rudolph (1940 – 1994): American sprinter who became a world-record-holding Olympic champion and international sports icon 

Win one for your team every day....

I fly Southwest Airlines: they go most of the places I need to get to and I’m amazed at their enthusiastic approach to what’s for them a routine day at work. The way they board the plane: it works, and even though no other airline does it that way they continue to take that innovative approach. The way they make light of the routine messaging: it gets me to listen every time.  Everyone used to make fun of them for only serving peanuts: but now that’s all anyone serves and it’s okay. You might say that’s cheap but then they’re the only ones that allow two bags for free and to change reservations for free: they seem to understand what’s important and what’s not.  As a frequent traveler I appreciate their simple but consistent approach to service. And even though the people that started this service concept are gone, their successors continue to suit up and provide it every day. Bravo!

Leroy Robert "Satchel" Paige (1906 – 1982): American professional baseball pitcher who became a legend by how good he was and his longevity in the game

Keep your eye on the ball....

Sports metaphors abound in the business world.  Coaches talk about keeping your head in the game and your eye on the ball. When on the field players have to focus and keep going: imagine what would happen if they looked someplace else when the ball or play came their way. Coaches, players, and fans decry those lapses. But we seem to accept it when employees come late, make excuses, do shoddy work, or don’t seem to care: those should be equally unacceptable failures. Set the tone at work by clearly explaining the rules and expectations, never wavering in your support of those rules, and following up appropriately: catch those who stay focused and coach those who don’t. “Walk it off, straighten up, and shut up”don’t work anywhere: “listen up, tell me more, and let me help”do. Good coaches are empathetic and fair, and good employees respond well to that. Praise those who continually try – they’re the ones unlocking their potential today.

Sir Winston Leonard Spencer-Churchill (1874 – 1965): British politician, army officer, and writer, who was Prime Minister of the United Kingdom

Be who you are and recognize what other's are today....

A poll published yesterday by Deloitte found that 43% of millennials are planning to leave their jobs within two years, while only 28% are looking to stay beyond five years.  Truth be told, that’s probably what most young people from every generation felt in the past 50 years.  The poll went on to say it found that this group cares most about diversity, inclusion, and flexibility – again, how is that so different from the past. Maybe millennials aren’t so different.  People of every age look for workplace experiences that are challenging and rewarding: successful managers can achieve that by molding new employees into a culture of teamwork, trust, recognition and respect, and by understanding and considering employee needs and expectations. If you want new employees – of any generation – to stay with your team, treat them the way you want to be treated: tell them what’s up, listen to their suggestions, recognize their efforts, and celebrate what they do. Today may be different from yesterday, but people’s basic needs remain the same every day.

Walter Wellesley "Red" Smith (1905 – 1982): American sportswriter and Pulitzer Prize winner

Focus on today's needs every day....

“Today's game is always different from yesterday's game.” Red Smith

A poll published yesterday by Deloitte found that 43% of millennials are planning to leave their jobs within two years, while only 28% are looking to stay beyond five years.  Truth be told, that’s probably what most young people from every generation felt in the past 50 years.  The poll went on to say it found that this group cares most about diversity, inclusion, and flexibility – again, how is that so different from the past. Maybe millennials aren’t so different.  People of every age look for workplace experiences that are challenging and rewarding: successful managers can achieve that by molding new employees into a culture of teamwork, trust, recognition and respect, and by understanding and considering employee needs and expectations. If you want new employees – of any generation – to stay with your team, treat them the way you want to be treated: tell them what’s up, listen to their suggestions, recognize their efforts, and celebrate what they do. Today may be different from yesterday, but people’s basic needs remain the same every day.

Walter Wellesley "Red" Smith (1905 – 1982): American sportswriter and Pulitzer Prize winner

Lead by example....

“Sports serve society by providing vivid examples of excellence.” George F. Will

#VegasStrong became a community slogan here after last fall’s shooting tragedy: everyone came together to participate in the healing. The likely heroes included politicians, police and people; the most surprising heroes were the city’s new Las Vegas Knights professional hockey team. The franchise’s inaugural season began that week and their inspired team play gave all of us the will to link arms in a common purpose.  They, like most new franchises, were not supposed to win; Las Vegas, like most cities that experienced an attack like this was not supposed to handle this kind of suffering. The Knights, however, began to win and have had a Cinderella-like season that has provided vivid examples of grit and grace. Blood drives, donations and billboards have been the kinds of actions and events that represented this coming together; the human spirit is the glue at the heart of our recovery.  And the Knights provided that glue: it’s what helped hold us together and allowed the bonds of recovery to grow strong.  Vegas Strong. As the Knights continue their unbelievable championship journey we all thank them for showing us the way to win every day.

George Frederick Will (b. 1941): American conservative political commentator. 

Demand and reward good service.....

My local big-chain grocery store keeps cutting corners like a get-away driver in a bank robbery movie: service levels there have gone down significantly and they don’t seem to care.  They’ll continue doing that because customers are generally resigned to settling for less. But then I stay at a place like the Samoset Resort in Maine and get reminded what service excellence is like: people who genuinely care, enjoy what they do, are optimistic and friendly, smile a lot, have a good time, and always aim to please. The places I worked – in Atlantic City, Las Vegas, Macau and Newport Beach – had motivated professionals like that who constantly aimed high and achieved. When you see and experience great service like that let someone know, and don’t settle for less without speaking up too (think Yelp or telling others directly). If you’re managing people, remind them how much good service matters and catch them doing it well; if you’re the one providing the service, do it with dedication and pride every customer, every time. Aim high and succeed today.

Sir Kenneth Robinson (b. 1950): British author, speaker and international advisor on education 

Professionals network with and help other professionals....

I just returned from two days at the 23^rdAnnual Maine HR Convention: I shared information about hiring ex-offenders and attended other’s presentations about interesting and effective HR ideas and best practices. The conference was held in Rockland at a beautiful resort overlooking the town’s harbor and a jetty that protects it: learning about the history of that area and networking with colleagues made for great learning: all week people were Googling to learn more about that jetty (the Rockland Breakwater) and all the other information that was provided in the event’s various breakout sessions. Life is full of information and it’s so important for leaders to share what they know so others can learn to stand on their own and be their best. Whether you’re attending a conference or a meeting where you work, share what you know and help other professionals be all they can be: that’s how people learn to stand on their own every day. 

Beth Revis (born 1981): An American Author of Fantasy and Science Fiction

Great service often comes from knowing the right questions to ask....

This is a sequel to yesterday’s message. Once I left the rental car center I followed my phone’s GPS on the way to a town north of Portland, ME. There’s an old joke about asking a New Englander if you can get to some place from where you are….and they reply ‘you can’t get there from here’ (in a strong NE accent). Well my phone couldn’t tell me either as it directed me 100’s of miles out of my way. When I finally straggled into the Samoset Resort more than 7 hours later the woman at the front desk took one look at me and said reassuringly that everything would be all right: she sensed my distress and took charge to make a bad situation better. Understanding, empathetic and extremely professional, she checked me in immediately: asking and finding out I hadn’t eaten, she said don’t worry about the restaurant being closed and sent a nourishing (for body and mind) BLT. She worried more about making things right than just following policies and procedures. That’s how companies get from good to great every day.

Madeleine L'Engle Camp (1918 – 2007): American writer

Take care of customers today and they'll take care of you tomorrow....

The rental car I got into yesterday started but I couldn’t find the keys: it was one of those models with a starter button and the key had to be in the car so it could start.  They were obviously in there somewhere but when I told the attendant I couldn’t find them he dismissively told me not to worry - they would show up. Like it was my problem. Like it was no problem leaving without finding the key. I looked at him like it wasa problem and he looked put out: to have to come find it, to have to make sure I was OK, to take care of the customer.  He obviously didn’t notice there were 12 other rental companies in there or realize that customer service was actually important.  I’ve always rented cars from this company but after his behavior yesterday I’m going to think twice about doing that in the future: obviously nobody ever explained to him that taking care of a customer today is the best way to insure they’ll still be a customer tomorrow. Un-freaking-believable: you just can’t make this stuff up.

Jon Kabat-Ziin (born 1944): American Professor Emeritus of Medicine

Recognize the good in others.....

I took Uber to the airport this morning and the driver told me he just started working there after having a bad experience at his previous job. That job was very physical but that’s not why he left: he said the supervisors made it harder and after 10 years he figured it wasn’t going to get any better. Employees often make their own situations -good or bad - but there certainly are times when supervisors think it’s better to be tough rather than fair.  It takes experience and skill to be fair: you have to understand all the nuances of the job and its people, common sense to better determine right from wrong, and a genuine interest in finding both the good and bad in others. I spent 15 minutes with this fellow this morning and found him to be smart and nice – his former employer obviously didn’t see that. Spend your time looking for and appreciating the goodness in others and you’ll find the goodness in yourself today.

Dalai Lama is a title given to spiritual leaders of the Tibetan people.

Make people proud to be part of your team....

Just about everyone I know works to pay their bills.  Most love what they do and many are proud of it too: but there are some who don’t and aren’t. During the most recent recession it was common for companies and bosses to talk about ‘doing more with less’.  That became a mantra and people went along with it because it was ‘for the common good’. But as the recovery progressed and business levels started inching back to normal, those revised staffing levels became the new normal, and now that business is booming and unemployment levels have dropped to record lows, those employees feel taken advantage of. If you want people to be proud of where they work and what they do then you have to be sensitive to their needs and perspectives. The old maxim ‘people don’t care what you ask them to do as long as they know you care’ is still important: recognizing their efforts and needs is a big part of that. So, if you don’t want your employees to leave you now that jobs are plentiful, give them something to be proud of today.

Lucas Daniel Till (b. 1990): American actor.

Everything can be a teaching moment....

We recently did a workshop on Handling Difficult Conversations: it was a popular topic. The workplace is often busy and ambiguous – the two together are not good, but clear communications help. In keeping with today’s authors website (where she gives advice), let me give you some of mine: plan what you’re going to say or do, listen and watch closely to make sure you and others are ‘one-the-same-page’, and ask and answer questions openly and non-defensively to make sure everyone understands. Whether taking or giving criticism, give it constructively, take it gracefully - there’s something to be learned in every interaction you have. Use all your senses to make sure you understand clearly and use all your coaching and communication skills to convey your thoughts and intentions appropriately. Keep in mind that everyone’s busy, probably stressed, and coming to a conversation with their own history and perspective; remember to practice the Golden Rule in those situations. You’ll be proud you did. 

Alison Green: Publisher and blogger at www.askamanger.org 

Hope and pride - together they can move mountains....

I write a lot here about Hope for Prisoners: it’s an amazing and inspiring program that truly helps people turn their lives around. But the real story is the man who founded and runs that amazing organization: Jon Ponder. To say he struggled is only half the story: to go from prison to pride is a long journey.  Along the way he’s gained the trust and respect of people who never could have imagined how far he’d go when they arrested and sentenced him. To say he’s on a mission sounds so simple, but when you learn that his mission has taken him from the proverbial big house to earning recognition from State Houses and the White House is a story mostly found only in fairy tales. Jon is tireless in his efforts to save people, families and communities: if you saw him on the street you might not realize that, but once you talk to him you understand the meaning of spirit.  He does awesome work and I know he’s proud of that.  But he’ll be the first to say it’s now about him: it’s about the awesome achievements of the men and women he helps and the pride they have in themselves. The moral of this story: if you want to do something awesome, help someone achieve their real potential today.

Damon Lindelof (b. 1973): American screenwriter and producer.

Be proud of how you live your life....

It’s May 1, a day that traditionally celebrates springtime and honors workers. It’s got me thinking about all the people I’ve proudly worked with over the years, some I worked with or for directly and others that I networked with; some I still see from time to time and others I’m connected with on social media. One of the things I learned from all of them through all the years is the importance of the Golden Rule – treating others the way I wanted to be treated: it’s a lesson worth re-learning each year.  I often challenge colleagues and clients to find a way to include this in employee handbooks and training classes, to help promote the idea that we’re all in this together and should genuinely care about one another. It’s possible that this one rule could supplant all the others that populate our policies and procedures. Remind yourself often of this valuable rule and find ways to let this lesson permeate your thoughts and actions today.

Oprah Winfrey (b. 1954): American media proprietor, talk show host, actress, producer, and philanthropist.