Help new employees feel comfortable....

Employees come from different backgrounds and workplace culture builds a cooperative and harmonious environment so that everyone can feel comfortable.  It usually starts with an introduction: when people are first interviewed they get a sense of the people they might work with; at on-boarding they discover how motivated and coordinated the company is; during their introductory period they see how others care about their success.  Like any new beginning or endeavor, joining something new can be challenging – those of us already there are responsible for making the new arrivals feel welcomed and important. Remember the first day you went to school or started a new job – afraid to take a first step or make a wrong move: that’s when relationships are started and commitment begins. Take the initiative to make introductions, draw newcomers out of their anxieties, engage people in conversation, and generally make them feel good about where they are and how they can contribute to the whole.  Culture is about performance and it begins with you today.

Tracy Streckenbach: Founder of Hillview Consulting LLC

Listen to your employees....

Phil Ruffin (a very successfully businessman who currently owns the Treasure Island casino hotel in Las Vegas) likes to tell the story about his business-buying philosophy: before buying, he walks around and asks employees about the business and what they’d change if given the opportunity. Many successful leaders talk to their employees and get them involved in process and product improvement because they’re the ones closest to the work and customers and are most interested in making things easier and better: doing that makes them feel like they’re part of something bigger than themselves and their jobs. The book today’s author wrote lists dozens of things employees suggested and developed (like the Ikea employee who invented furniture in a box when he couldn’t re-load the furniture back into a truck after a photo shoot or the Starbucks employee trying to beat the heat in Southern California who invented Frappuccino). Successful companies have lots of stories like this: if yours doesn’t, get your employees engaged in coming up with some cool new ideas today.

Jag Randhawa, author of “The Bright Idea Box: A Proven System to Drive Employee Engagement and Innovation”

Treat others the way you want to be treated....

You don’t need to be a research scientist to understand how to get the most out of your employees: make them feel comfortable and they’ll do the best job they can. Unfortunately, work is still seen as work by the people who have to do it every day: your job as a leader is to change that perception. Do what you can to make it a pleasant experience: put yourself in their shoes and change things like environment, duties, and levels of responsibility – those make people feel good about where they are and what they do. Make sure you recognize their efforts: thank them for coming to work and celebrate the things they do – let them know you’re aware and care.  Tell them what’s going on: a little information goes a long way in making them feel part of the team. Think about how you feel when working for others and then treat your people the way you want to be treated.  That’s how to get them engaged today.

"Zig" Ziglar (1926 – 2012): American author, salesman, and motivational speaker

Get your team engaged....

 Turned on, in the moment, engaged: those are terms you hear a lot from management: it’s one thing to say it, another to get it right. I ate at a Morton’s last week while visiting Niagara Falls on the Canadian side: the view of the falls was magnificent, the Grille menu was tasteful and varied, and the ambiance was nice and quiet for a large space. I’d bet there were lots of places to eat that night and many just as well operated. But: the server put the dinner over the top: knowledgeable and precise, personable and fun, professional and efficient; turned a very good meal into a great experience. She’d been in the service business on and off for years, recently managed her own thing, now back and just enjoying a server’s life. She was TURNED ON and made a believer out of me: if I ever visit there again I’ll go right back there over the rest of the competition.  Letting good people do good things is how you go from good to engaged. TURN your staff ON today.

Ben Simonton: Retired military and business leader, currently a management consultant

Focus on being engaged....

"If you create an environment where employees truly participate, you don't need control. They know what needs to be done and they do it."Herb Kelleher

The big buzz word in the business world these days is ‘employee engagement’: the extent to which employees feel passionate about their jobs, are committed to the organization, and put discretionary effort into their work.Creating the right environment is essential to getting employees engaged: it’s a blend of art and science that generally involves these steps:

·      Clearly define your vision.

·      Give employees what they want and need. 

·      Communicate clearly and often. 

·      Get everyone focused. 

·      Coach for success, and practice random acts of recognition. 

·      Act fairly and respectfully and create trust (don't be a jerk).

Employees want and like to be engaged, and research shows that productivity, guest satisfaction, and employee morale are all enhanced when this is done right. And the best part is that engaged employees know what needs to be done and just do it. We’ll spend the rest of this week exploring these ideas in greater detail – so, start thinking about ways you can get your employees focused and engaged today.

Herbert "Herb" Kelleher (b. 1931) is the co-founder, Chairman Emeritus and former CEO of Southwest Airlines

Do something exciting....

People are living longer and many of my retired friends have taken up new careers. Most of them had jobs they enjoyed and worked at a long time, but there’s something about the ‘second time around’ that is really exciting.  Many of them filled their time with volunteer activity: giving back to their communities at non-profits, teaching kids, and serving on boards. Some (like me) found happiness in teaching, and others have joined start-ups that specialize in things they’ve always been interested in (like technology): in this last category, the interest stems from a lifetime of knowing what’s needed. By chance last week, the person in front of me in the boarding line for a Southwest flight wasR colleague on her way to Chicago to talk to a new company that was developing cool training programs: our conversation was full of sparks of mutual interest. Fact is, everyone I know in these circumstances is really excited to go off into the unknown to work on stuff that sets their souls on fire. The moral of this story: get involved in something you love and own a piece of something really exciting today.

Jennifer Lee (born 1971): American Film Director and Screenwriter. 

Don't be afraid to try....

People often ask me for recommendations when they’re looking for hospitality candidates, figuring that I have a rolodex of colleagues and friends.  While I sometimes have a name or two, I always encourage them to check if there might be a viable yet undiscovered candidate hiding within their current staff. People tend to overlook current employees because they’re not yet in the role the company’s looking to fill.  It’s been my experience, however, that someone who has been dedicated, hard-working, and loyal deserves a chance to grow to the next level: you’ll never know if they can unless you give them that chance.  Some of the best hires are those who get promoted from within, seizing the opportunity to show what they’ve got. If you have openings in your organization, assess whether you have that kind of person; better yet, start looking before you have openings to see if you could or should attempt to groom some of your current team for future opportunities.  That’s a great way to promote morale and loyalty today.

André Gide (1869 – 1951): French author and winner of the Nobel Prize in Literature in 1947

You can prevent customer dissatisfaction

Years ago, I made a flippant comment to a Chamber of Commerce audience in Las Vegas that the soon-to-open Mirage employment center would not be like going to the DMV. Upon returning to my office, the then governor of Nevada called to chastise me for making that comment and asked me to join a group that was reviewing Nevada’s DMV experience.  That was a clever way to deal with my apparent bias. Fast forward to June of 2018: I need a replacement automobile title from the NY State DMV for a car I leave at my summer home there – two office visits and several 30+ minute on-hold calls reminded me about the kinds of DMV problems I used to experience in Nevada (long since mitigated there by the work of that group). The DMV people I dealt with here this past week have obviously never been encouraged to take responsibility for the problems they inadvertently create. Put yourself in your customer’s shoes, help them overcome the obstacles that policies sometimes create, and eliminate the possible causes of their discontent and bias today.

Simone de Beauvoir (1908 – 1986): French writer, intellectual, existentialist philosopher, political activist, feminist and social theorist

May his memory be a blessing...

“Whatever you do, be so good they can't ignore you.”Candy Crowley

My friend Felix Rappaport passed away suddenly yesterday.  I knew him from the early days in Atlantic City – we were up-and-coming HR guys, and I recognized his potential.  Years later I recruited him for the Mirage after his success in operations at the Hershey Hotel: once he hit the Strip, there was no containing his personality and style. Felix was a tough business person with a big heart, a big smile and an infectious laugh: those who worked with him felt included; those who knew him felt appreciated; and those who needed him knew he cared. Great leaders start by being great people: they work so hard and so good they can’t be ignored. He understood a leader’s enormous responsibilities and lived up to them every day. Felix most recently was President of Foxwoods: the tribe that owned the property, the people that worked there, and those who knew him have reacted with shock and sadness, as you’d expect when a valued colleague and friend passes so unexpectedly. Rest in peace my friend.

Candy Crowley (b. 1948): American news anchor who was employed as CNN's chief political correspondent, specializing in USA national and state elections

Own your life today....

“Do not count the days; make the days count.”Muhammad Ali

This week officially begins the summer season: school is out and vacations begin. My wife and I are again vacationing in the Adirondack Mountains in upstate New York, enjoying the cool nights and quiet days. Like vacationers everywhere, there’s a tendency to relax and go with the flow – but these can also be days when much needed recharging occurs: not just cleaning up but clearing out; not just taking a walk but going somewhere; not just watching the sunsets but getting up with the sunrise. I was born in this area, so returning each summer means seeing old friends, visiting familiar spots, and rediscovering what’s important. I get to drive down the roads of my youth while also seeing things through the lens of my advancing age, to remember what it was then and how it is now. Whether you’re on vacation or on alert, make the most of your time like it’s a precious commodity to be engaged, experienced, and enjoyed. Life is good, so make the most of yours today.

Muhammad Ali (1942-2016): Boxer

Practice humility....

The best leaders are those who make you smarter and better. From them you learn about things you never thought existed; you learn to do things you never thought possible; and you learn to accept things you never knew you could. They show you by their words and example: the first without the second is not nearly as impactful. They mentor and coach because learning takes time and practice. They pull you up rather than push you forward, engaging you fully. Think about the best boss you ever had: they’re usually the ones who you knew were smart but didn’t make you feel like you weren’t. They’re the ones you remember and are loyal to forever. Be that kind of leader today.

Marya Mannes (1904 – 1990): American author and critic

Walk the talk....

Understand what people are going through if you want them to trust and be loyal to you: try applying this to your attendance policy. Absenteeism is a major headache and the #1 reason for discipline and termination in companies. Most attendance policies either (1) try to deal with excessive (defined or not) absenteeism, or (2) issue points for various infractions under the guise of consistency.  Since that’s apparently not working, how about applying a standard of fairness? Like: try using good listening and communication skills – managers and employees need understand each other’s needs, expectations, and circumstances. Or: defining acceptable guidelines – these need to be communicated early and often. Flexibility, an open mind, and considering everyone’s perspective set the stage for people to really understanding each other.  Walk and talk with your employees to understand their needs and expectations and create trust and loyalty today.

Harper Lee (1926 – 2016): American novelist widely known for To Kill a Mockingbird, published in 1960

Open your heart to those who open theirs....

I’ve been thinking about last week’s suicides: people who seemingly had everything decided that wasn’t enough to live for. Or maybe the demons they faced were too much to live with. Either way, it’s sad to know they felt left with no other choice. Years ago, my Type-A workaholic personality led to a breakdown and depression, something that caught me completely by surprise. I learned the hard way the importance of being frank with myself, not hiding my problems, and seeking the care that others could provide.  Family, friends, and colleagues understood and appreciated my sharing those problems. Most likely there are people you know who are affected by the pressures and challenges of their lives: be the kind of supervisor or friend who let’s others know it’s ok to open up, be sympathetic and empathetic, and give them the support and time they need to get better. Those are the kinds of things that help people recover from these kinds of problems and make them thankful for what they have every day.

 Audrey Hepburn (1929 –1993): British actress, model, dancer and humanitarian

Catch people doing things right....

At a workshop with a group of senior casino executives earlier this year, my consulting partner asked when they thought coaching was most appropriate. The general consensus was when someone does something wrong; he respectfully suggested that it might be better used to recognize and help good employees when they’re doing things right.  This concept is consistent with my own experience that catching employees doing things right is a good way to unleash positive motivation and personal performance. It’s also similar to what’s taught in child psychology: the behaviors you want repeated are those you recognize and celebrate. As a supervisor, when faced with employees who are learning right from wrong, keep them on the right path by continually reinforcing their right actions and choices; and when needed, coach them on how to improve: the practice of focusing on and only documenting bad behavior has long been proven to be less effective. Most employees, and especially millennials, respond best and are loyal to companies and supervisors who practice this positive approach every day.

Epictetus (55 – 135 AD): Greek Stoic philosopher

Good sense drives good service....

A friend told me he was recently downgraded on a United flight even though he’s a 2 million-mile frequent flyer: they were oversold and, well, someone had to be moved. Isn’t this the same airline that dragged a screaming customer off the plane and then pledged to do better in the future? Seems to me that they’re relying on AI algorithms rather than common sense to deal with the myriad of problems that seem to plague the airline industry. Overbooking is a common practice that’s both non-sensical and obviously leads to problems; if companies can’t get this right they should either get out of the business or change their approach – you don’t hear this kind of stuff from Southwest Airlines.  My friend’s miles didn’t get him the kind of loyalty that their program tries to get from him; absent a personal approach and a genuine apology, he should find another carrier or take a train.  Loyalty is earned day-by-day, every day.  Design your service strategies to make sure you do what it takes to maintain customer loyalty today.

Jeffrey Gitomer (b. 1946): American author, professional speaker, and business trainer

Act with integrity....

All too often things go awry during routine service transactions: you get the wrong order at a drive-through fast food restaurant or a clerk says they have no record of something in a computer. Those workers seem to have no idea how to recognize their error or respond appropriately.  When checking into a hotel yesterday I was told they had no record of my reservation: I didn’t have the confirmation number handy and suspected the person at the front desk was going to be less than helpful. To my surprise he went ahead and checked me in without an argument, apologized for any inconvenience, and offered to figure out what, if anything, may have gone wrong.  So often companies provide little or no training on service recovery and leave customers feeling uncomfortable: this fellow showed genuine concern and did a great job discovering what turned out to be their error. He researched the problem, called me with his findings, and said and did all the right things to resolve a potentially bad situation. Teach your employees how to act and do what’s right today.

Aristotle (384–322 BC): Ancient Greek philosopher and scientist

Do what's right - on time, every time....

Integrity is about saying what you mean and meaning what you say. Hagman’s character in Dallas was totally without integrity: he’d say and do anything to get what he wanted.  In real-life you can’t do that: others rely on integrity for their peace of mind, security and well-being. We surround ourselves with policies and procedures and hope they guide and protect us; but it’s integrity and common sense that shape our actions - once you get rid of integrity the rest of the slide away from doing what’s right is a piece of cake. If you’re supposed to do something, do it: once you don’t it gets easier to rationalize avoiding your responsibilities after that. It doesn’t matter if others know or don’t know that you didn’t do what you were supposed to – you’ll know, and that’s enough. Stay true to being a person of integrity by doing what’s right, treating others the way you want to be treated, and living the kind of life that makes you and others proud today.  

Larry Martin Hagman (1931 – 2012): American film and television actor, director and producer who played an unscrupulous oil baron in a 1980s soap opera

Catch your values today....

I work with senior management teams to help define and align their mission, vision and values - in that order, and no two companies are the same. I’ve also done this with several Native American tribes and their business enterprises and find the emphasis for them begins with their values: those ultimately shape their mission and vision. It’s a different set of priorities. Unlike most companies, tribes have long-held historical values that shape their thinking and actions and which form the basis for their behaviors, actions and decisions. Like integrity, these values are not subjects to be studied, but norms to be passed down from one to another and followed: everyone catches and understands these values from someone who lives them. No matter how you get to your company’s values, it’s everyone’s responsibility to learn, understand and practice them.  Make sure you know and promote your company’s values today.

Lois McMaster Bujold (b. 1949): American speculative fiction writer

Righteousness matters....

Two friends passed away recently: I knew each for what seems like forever and the suddenness forced me to think of my own mortality.  One was unexpected, the other had cancer: but the finality of both was a sobering reminder that nobody lives forever. As we grow up and mature we think we’ll live forever and there’s not much thought and planning that go into preparing for this eventuality – we all want to think it’s way out in the future, something that won’t visit us personally for a long time.  Then you read something like this and know that’s not true. The words spoken at funerals are meant to comfort but at times like this their impact hits home: when the Rabbi intones “his or her memory shall be blessing” it’s too topical to avoid. They remind us it’s not what a person hasbut rather what he or she isthat’s important.  In the end it’s not about having the most toys: it’s about being a person of integrity and good character.  Live righteously today, and every day.

Oscar Wilde (1854 –  1900): Irish poet and playwright

Another good reason to hire for attitude....

I’ve long been an advocate for Hiring for Attitude. Some people like this concept and others don’t: those who don’t still believe that hiring for skills and experience is better. But, skills can be taught; attitude can’t: people either have a good attitude or they don’t. The discussion often leads to what kind of attitude is best: while different companies can have different answers, I think that being optimistic is one of the best (and it can be measured). If employees are optimistic, they believe in making the most of the challenges and opportunities that come their way: they’re more apt to come to work, care a lot, try hard, and work well with others. Those are some of the attributes of an optimistic person, and a strong attitude about optimism generally means a strong character in general. Isn’t that what you want in the people you work with? The moral of this story: hire for attitude and reap the benefits of good character today.

Albert Einstein (1879 – 1955): German-born theoretical physicist who developed the theory of relativity, one of the two pillars of modern physics

Be open to change....

“There’s a way to do it better—find it.”Thomas Edison

Nearly everything can be improved: you just have to figure out what, why and how. I see in today’s news that some of the casinos in Vegas just agreed to a new Culinary union contract, a process that’s never easy or quick. While negotiating labor contracts I found that most improvements weren’t significant – they just made things incrementally easier or better. The process is the always the same for big or small changes or improvements of any kind: problems must be clearly identified, options must be well thought out, improvements must be articulated and documented, and the things that change must be communicated effectively. Getting anything changed is difficult, especially when it involved behaviors, habits and perspectives: in the case of a union contract, the process is exacerbated because there are so many parties involved. Think about the changes you’d like to initiate in the things you do every day: a cursory review of something like that makes most people shy away from even trying.  But, if something needs changing for the better, find a way to do it today.

Thomas Alva Edison (1847 – 1931): American inventor and businessman, who has been described as America's greatest inventor