Create service that is deeply felt...

One last word (for this cycle) on loyalty: it’s harder to earn it than it is to lose it. All those corporate programs assume loyalty is something you earn: airlines, hotels, credit cards, mobile phone plans, restaurants, grocery stores, casinos, even Amazon (with Prime) – spend more and earn more (they say). Baloney (as my grandmother used to say): seems to me they’re just buying business. If you want people’s return business, treat them right… like you want to be treated; and then talk to your employees about how to really win friends and influence consumers. The goods we buy are pretty much the same (and same price) everywhere: but the thing that keeps people coming back are the relationships that develop between them and the staff, and the quality of the service that’s provided. Loyalty really is a decision, emotional as well as intellectual, and it represents a resolution that reflects something deeply felt. Make sure your team understands what’s really needed to create that kind of loyalty today. 

Peter Bieri (b. 1944), better known by his pseudonym, Pascal Mercier, is a Swiss writer and philosopher

Build relationships...

Regional casinos are everywhere and the competition for customers is fierce: a friend who is a GM at one of them was faced with declining revenues and was tasked with turning things around. It was clear he had two choices: increase the top line or reduce the bottom one. Most companies are managed fairly well, meaning that cutting expenses further is difficult: the obvious low hanging fruit was addressed already; he quickly realized the value of his other better option: raising revenues. Marketing helps, but he understood the importance of matching any new hype with renewed and reinvigorated customer service and satisfaction: the kind that builds loyalty and serves as the glue that makes relationships last a lifetime. That strategy, like most, was easier said than done. The PLAN: set the vision, answer employee questions and address their concerns, devise new tactics and train employees how and why to use them, give lots of feedback (from him and the customer), and catch them doing it right: this disciplined approach is paying off – his employees are happy and engaged, and the customer count and loyalty is way up. Try some of that glue today.

Mario Puzo (1920-1999): American Author, Screenwriter and Journalist.

Spruce up...

Went to a launch the other day for a new book about the old motels in downtown Las Vegas: the author photographed them and their signs before they fell into disrepair during the last two decades. The book, Motel Vegas, is a nostalgic look back at the early days of Las Vegas, when people motored in to see Hoover Dam and the gambling joints, and stopped to get quickie divorces. But, as with all urban cores, Vegas’ took a back seat to the suburbs and malls, not to mention the advent of the Strip here. Now, in a nod towards renewal and revival, Fremont Street, where many of these were located, is undergoing a rebirth. These old beauties will be restored with original signage, paint, and pools, once again offering a drive-up experience for motorists visiting town and looking for something other than mega-resorts. People love a touch of the old, updated with amenities we currently can’t live without: give them that and they’ll become loyal customers all over again.  That’s how to make people continue to enjoy what you’re offering today. 

Tim Conway (1933 – 2019): American actor, comedian, writer, and director, and provided the voice of Barnacle Boy in the animated series SpongeBob SquarePants

Catch people doing things right...

I’m often asked how companies can get the most out of their employees; best answer: inspire and motivate them.  Like with performance: catch them doing things right and reward them appropriately. Like attendance: recognize the things you value, such as being on time, with bonus points rather than (or in addition to) giving them penalty points for days they miss. Like service: treat your employees like guests and they’ll understand how you want them to treat your actual guests. I used to think these strategies worked best with Gen Xers and Boomers, but today’s millennials also want more timely feedback and rewards. Don’t wait for employees to make mistakes – coach them every day and recognize their best behaviors in real time; and don’t wait for annual performance evaluations: in those you’re mostly talking about yesterday’s news when in fact you want their actions and your responses to be in the moment. Give thoughtful credit and feedback where and when credit is due today.

Estée Lauder (1906 – 2004): American businessperson, founder of her namesake cosmetics company, and one of the 20 most influential business geniuses of the 20th century

Little things count...

My 5-year-old granddaughter graduated from pre-school last night: like most first-time students, she benefitted greatly from having a wonderful teacher.  As the school year wound down this past month, her teacher got all of the students a chrysalis, which is the pupa of a butterfly: this past week, each child watched as their own butterfly emerged. While the kids were in wonder; their parents (and grandparents) were in awe of the symbolism of that simple gift: the emergence of more well-developed children. It really doesn’t take much to be such a good person (and teacher): a desire to do or give something simple, yet special; a gift or gesture that will be remembered forever. We tend towards big gestures or statements in proving ourselves when in truth it’s the little things that are given from the heart that count the most towards that goal. Don’t overthink what it takes to be a good person today.

Brian Ortega (b. 1991): American mixed martial artist in the featherweight division of the Ultimate Fighting Championship (UFC)

Make sure your work is your bond...

More on my online purchasing habits: the antiques I referred to in yesterday’s message were clocks that I found from a nearly endless variety on eBay. A few years ago, I got an urge to acquire some old regulator clocks and cuckoo clocks made in the 1880s before Edison brought electricity into the home: I thought it would be cool to wind or pull their chains every day.  Nobody I talked to had bought any this way – they all said to go to reputable dealers where you could see the merchandise first-hand. Through research, some back and forth emails, and with the option of free returns, purchasing online seemed to be as risk free as doing so in a brick and mortar antique shop. The sellers seemed honest and I found that their words and deeds had not parted company. In the old days (when these clocks were made), people gave their word and it meant something; it turned out to be the same with these transactions and that’s still the best way to be successful in anything you do.  Make sure others can trust your word today.

PS: I was mistaken: winding clocks every day is more work than cool.

Johanna "Hannah" Arendt (1906 – 1975): German/American author, philosopher and political theorist

Honesty is the best policy....

Shopping online is fun: from clothes to collectibles, I’ve found sites and brands I trust.  Early on, there were warnings about all the dangers, but to me, they’re no different than those you might experience at brick and mortar stores. Other than the Apple Store, many brick and mortar stores have unskilled, untrained, unmotivated, and uncaring people who are supposed to (but rarely) take of you. Most online stores provide review that tell a lot about their integrity – the bricks and mortars don’t. I’ve bought guitars and antiques on eBay, clothes and shoes from Land’s End and Zappos, and just about everything else from Amazon. They have robust and intuitive applications, quick deliveries, hassle-free returns, and all-around great service (from them or the licensed vendors on their sites). They ask for feedback and I comment mostly on their truthfulness (when I find it): that says volumes about their character. While some sites might be bad, the tremendous competition keeps them all focused. Whether competing with some of these service icons – online or onsite – put your best foot forward by saying what you mean and meaning what you say today.

Brian Tracy (b. 1944): Canadian-American motivational public speaker and self-development author

Always do what's right...

I’ve had the privilege of working with several Native American tribes in my consulting practice.  They are generally honest and honorable, with a deep and abiding respect for their culture and history. We all need some, or more, of that: to provide a sense of what we have, and a perspective of its relative value. Do we want to be happy or right; is it better to have fortune or health? These and so many other of life’s questions confront us each day: how we respond and react has a lot to do with whether we have self-respect, and whether others respect us as well. It’s not just about what we do or get… it’s also about what we give. Coaching is good: it helps improve someone now; mentoring is better: it helps create a better future. Getting a good grade or evaluation is good: it’s an immediate reward; being right is better: it creates a lasting legacy. Focus on giving and getting respect everyday by doing what’s best and right today.

Thomas Spencer Monson (1927 – 2018): American religious leader, author, and the 16th President of the LDS Church

Watch out for life's dangers...

Tornados are not something we worry about in Las Vegas: while scary and unfortunate, those mostly happen elsewhere. So, the news of possible tornados in Oklahoma (where I was last week) was a bit unnerving. As the winds and rain picked up and the thunder and lightning shook the hotel where I was staying, it became very real for me. Just as I sat down for breakfast, they made us seek shelter in a designated center-core area: that’s when it hit me that when a tornado (or any danger) strikes, all of us are at risk. Danger can come in many forms (weather or otherwise) and strike at any time: when it does it’s important to be prepared, remain calm and stay alert.  While in that shelter with other guests and employees, I was comforted by the professionalism of those responsible for our safety: at times like that, a steady hand, good leadership, and clear communications are important and reassuring. Stay calm and help others in the eye of any physical or mental storms you might face today.

Spencer Bachus III (b. 1947): American politician, former U.S. Representative (from Alabama) and a current member of the Board of Directors of the Export-Import Bank

Reach for the stars....

Several of my clients have adopted a strategy of continuous improvement – often referred to as CIP - to enhance products, services, or processes. Their efforts seek "incremental" improvement over time or "breakthrough" improvement all at once: either way they involve change. Some organizations are hesitant to tinker with what they do or produce because, for them, good is often good enough. The problem is that no matter how good anything is, circumstances change, new competition arises, and attrition and new ideas affect performance… and no matter how good you are or how much you’ve achieved, you must set your sights on what’s better or next. When done right, CIP promotes engagement, provokes innovation, and produces leading edge strategies. Right, in this context, means having a well-documented plan, making sure everyone is included in the process, and communicating well and often. If you want to be the best, and remain the best, challenge your team to set their sights on higher goals today.

Jessica Savitch (1947 – 1983): American television news presenter and correspondent

Second chances matter....

The Wall Street Journal published an article today about the efficacy of finding jobs for ex-prisoners: they’re the latest to comment on this growing and innovative trend. While they cite unemployment as one of the primary driving forces behind this practice, what they should have stressed is that giving people a second chance is the right thing to do. People often end up incarcerated because they make a mistake, and just as often, many of them realize and learn from that by committing to living the rest of their lives as the best of their lives. Those who make this transition successfully often do so with the help of reentry specialists like my friends at Hope for Prisoners in Las Vegas: they and the men and women who graduate from their program and benefit from the extensive mentoring they provide know that the only real mistake is the one from which we learn nothing. While this concept has been supported by and benefited from many in Washington, the real champions are those who open their jobs and hearts to men and women who have earned the right to this precious second chance. Please consider hiring qualified and deserving ex-inmates today.

John Powell (b. 1963): English film composer

Don't be afraid of new ideas...

A client was experiencing high turnover. I asked how selective they were in hiring: they answered they offered jobs to everyone that applied (because anyone was better than no one). I asked if they made new employees attend an orientation before starting work: they answered there was no time (they needed someone to start immediately).  I asked if they trained their new employees: they said there was no need (they could learn by watching and asking co-workers). I asked why: they answered because it has always been done that way. I guess they were too close to the problem to see the need to try a new approach. So, I tell them: talk to a few applicants before hiring so you can get the one with the best attitude, start new hires off on the right foot with an orientation that explains the basics they’ll need to begin work, and train them so they understand what’s expected. If the things you’ve always been doing aren’t working, try something new today.

Charles Franklin Kettering (1876 – 1958): American inventor, engineer, businessman, and the holder of 186 patents

Do something with your dreams....

Ever see a kid with a new idea: they can’t wait to tell someone; it’s the same with grownups: we might take a little longer to think ideas through, but in the end, something must be done with them.  Las Vegas is filled with ideas that seemed improbable at the time but which went on to become icons: just look at all the themed architectural wonders on the Strip. On a much smaller scale (but no less creative), the research and new game ideas that are fostered by UNLV’s International Gaming Institute: student ideas that lead to discoveries and patents. Globally, it was the electric light, the horseless buggy, television and computers; more recently it’s been smartphones and their apps, Uber, and soon, self-driving cars and commercial flights into space. Bringing this back to the personal, my ideas included applicant tracking, self-service applications, and the practice of hiring for attitude and training for skills: what are yours (or those of your employees)?  Great organizations and managers foster creative thinking and promote innovation. Don’t keep good ideas inside: do something with them today.

Alfred North Whitehead (1861 – 1947): English mathematician and philosopher.     

Once again: "thanks mom".....

Yesterday, people everywhere were remembering their mothers. Mother’s Day is celebrated in over 40 countries and became popular in the US in 1912: while some today say it’s too commercialized, one look at Facebook yesterday told a story of remembrances that, in some cases, were akin to veneration. Things our mothers told us as kids still resonate today: like ‘this hurts me more than it hurts you’, and ‘I’m only doing this for your own good’. More seriously, they taught us to stand up straight, wash our hands and generally be more agreeable and presentable. My mom died more than 4 years ago, just shy of her 94^thbirthday: I can still hear her advice in my head and feel her love in my heart. And like all of our mothers, she encouraged and supported me to be the best example of myself. Take a page from the Mother’s Playbook and help others to be their best today. 

Abraham Lincoln (1809 – 1865): American statesman, politician, and lawyer who served as the 16th president of the United States

The key to success....

I started writing these daily messages when working on the opening of the Resort at Pelican Hill. Its Palladian architectural design and hillside setting overlooking Crystal Cove in Newport Beach took your breath away, and inspired one of its core values – grandeur. But its leaders didn’t stop there: their goal was to be good enough to earn  a Forbes Five Star Rating, awarded when design and service together produce extraordinary quality.  Having been involved with other Five Star properties, I knew the key to that achievement was the involvement, commitment and dedication of every employee to quality: it had to be everyone’s responsibility. But quality is not limited to those seeking a Forbes rating: companies and employees everywhere set goals and achieve levels of success that are noteworthy in and of themselves. Customer satisfaction is really the ultimate award. One of your primary duties as a leader is to make sure everyone on your team understands his or her role and responsibilities in achieving that level of quality and success today.

William Edwards Deming (1900 – 1993): American engineer, statistician, and management consultant best known for his work in Japan after WWII

First impressions matter....

My trusty old iPhone 6 recently started slowing down so I went to one of the local Apple stores to see about a replacement. I don’t take pictures, play games or watch videos, but I do check email, keep a calendar and look up stuff on the web: meaning I’m not a power user and expected to be a little intimidated. An Apple store experience is unlike any other in the retail and service worlds: these guys understand customer service and how it’s enhanced by great technology. They greeted me as soon as I entered and got me scheduled in a queue before I had a chance to start hyper-ventilating, the product and video displays captivated me while waiting, and the knowledgeable and friendly service wondrously satisfied my needs. It was a perfect blend of design, service, efficiency, and empathy, all of the ingredients of a perfect buying and selling relationship: I walked out with an iPhone XR and a smile. We all talk about Apple and Disney and Four Seasons as if what they do is  impossible to replicate: great things can be achieved if you focus on the customer’s experience, plan well, and keep it simple. Incorporate those ideas into what you do today.

Angela Ahrendts (b. 1960): American businesswoman, formerly CEO of Burberry and SVP Retail at Apple Inc.

Be in the moment....

Most everyone agrees it’s necessary to focus on the present when in the pursuit of excellence. Worrying about what happened yesterday or wondering what might happen tomorrow takes away from the energy you need to witness what’s happening today. We’ve all experienced inattentive employees while waiting for service; waited in long drive-thru lines and wondered why they couldn’t all be as efficient and fast as the ones at Chick fil A; or suffered poorly trained retail employees when we know that if those stores tried a little harder they could be as good as Apple: how hard is it for people to look for people who are looking for service. It’s not that difficult to do great work if you stay focused, try new strategies when old ones stop working, or equip employees to know how to do unto others what they wish would happen to them under the same circumstances. Great results can be achieved if you stay focused on today.

Grace Park (b. 1974): Canadian actress

Focus and dedication matter....

I got my first guitar more than 50 years ago: folk music was popular and I learned to play around record players and camp fires. Every kid back then wanted to play music and our idols were the artists we heard on the radio or saw on television: Dylan, The Beatles, Peter Paul and Mary, Paul Simon, James Taylor and so many more. I’ve seen lots of performers over these last 5 decades: when we saw Taylor the other night at Caesar’s the songs and the memories they evoked were stunning. Many musicians made it to the top: some stayed there, others didn’t, but watching James play and sing made me appreciate how hard it is for anyone to stay on top. It’s the same for any profession: you’ve got to work hard, remain focused and dedicated, and keep on playing if you want to make it to the top. Remember than when you’re trying to make your way today.

Lorraine Ming "Lorrie" Fair (b. 1978): American professional soccer player and member of the World Cup Champion United States national soccer team

Don't let challenges hold you back....

Frank Lloyd Wright believed in designing structures that were in harmony with humanity and its environment, a philosophy he called organic architecture: the most famous example of this is a home he designed called Fallingwater, which is built partly  over a waterfall.  I had the opportunity to learn more about that last week when I was consulting near there: instead of that design being stymied by the site’s geography, it became a challenge and an inspiration. Life can be like that sometimes: many of us are faced with things that are easy, and others not so much – but in the end we have to do them all, and it’s the ones that challenge us the most where we have the opportunity to stretch our abilities and learn that problems and limitations can turn out to be our best friends. When issues arise that challenge you, look for ways to turn them into successes: that’s the best way to learn how to reach your full potential. Don’t let problems keep you from doing great things today.

Frank Lloyd Wright (1867 – 1959): American architect, interior designer, writer, and educator

Be proud of your team....

I recently spent time with the top team at a regional casino, helping them set priorities and goals. We were using the results from a just-completed employee survey and there was a lot of data for them to get their arms and heads around: while each member of that senior team was immediately drawn to their own department’s information, the overarching goal was to get them to first coalesce around what was best for the whole organization. Groups like this in any organization tend to develop habits and silos that can limit the amount and quality of group interactions: the exercises we guided them through were designed to reinforce the old saw that “two heads are better than one”; over the course of the multi-day workshop, they re-opened lines of communication, became more curious and collaborative, and encouraged each other to ‘tell me more’. The GM fought hard for the hearts and souls of his team and increased their belief in him: his real accomplishment was getting them to believe in themselves. Lead your team to do that today.

Eddie Robinson Sr. (1919 – 2007): American football coach for 56 years at Grambling State University

Stand straight and tall....

Ever hear someone say a job or task is ‘killing them’ – as in, it’s more than they can understand or handle, or it’s negatively affecting some other aspects of their work or life? I s0metimes hear this complaint when coaching leaders and those sessions often lead to discussions about personal responsibility, interacting with others, and time management. It really is about the way you carry the load – do you plan your day (schedule things logically), prepare for the things you know will occur (study and get briefed so you can stay on-point), and stay calm in the face of interruptions (things always will change – be sure you don’t inadvertently take on the responsibilities of others when they ask you questions)? And it’s how you recover when things go awry: stay calm, ask thoughtful and probing questions, listen carefully, make and communicate clear decisions, and reassign new tasks appropriately. Most of the time our work with others is more chaotic than planned: a leader’s job is to be focused and clear so that others can act precisely and effectively. Stand straight and tall and help the others on your team do the same today.

Louis Leo ‘Lou’ Holtz (b. 1937): American football player, coach, and analyst

Plan ahead....

I was talking to a group of hospitality executives recently about the challenges and rewards associated with the opening of large integrated resorts. The challenges are found in the complexity of such an undertaking: thousands of tasks occurring in a tightly choreographed timeframe, all performed by teams of people who must execute according to a set of detailed plans. Because there never seemed to be enough time, the pressure from the deadlines sharpened our focus on getting things done on time and right.  The rewards were nearly indescribable: the breathless realization that we were there and in on something so big and special from the beginning: I once commented that at that exact moment in time there would be no dry eyes, and in fact there weren’t. That kind of exhilaration is both moving and rare. Anyone who works on group projects like that realizes the magnitude of those achievements, and that they could not have been accomplished without a good plan and a fierce sense of urgency. That’s how big things get done today.

Leonard Bernstein (1918 – 1990): American composer, conductor, author, music lecturer, and pianist