Don't point fingers

\ 

This week’s Democratic presidential debates seemed more like a food fight (Kamala Harris’ characterization) than a rational discussion by the people who want to lead our country. It seemed like the participants were childishly trying to outdo each other rather than professionally showing their ‘grownup’ vision. Didn’t their mothers ever tell them that ‘two heads are better than one’: partisanship rarely works and yet they, and most of our other current leaders, continue to point fingers rather than collaborate. All of the people running for President, including the incumbent, have both good and not-so-good ideas: when did we, and they, forget that in a democracy the point is to work together to find an appropriate consensus. I want to be proud of the people we elect to lead our country: unfortunately, partisanship and politics make that an elusive goal. The men and women running, in both parties, are like right and left hands: it doesn’t make sense not to use, or consider ideas from, both. Solving problems is hard work: all the more reason to consider and incorporate everyone’s opinions today.

 Jeannette Pickering Rankin (1880 – 1973): American politician and women's rights advocate, and the first woman to hold federal office in the United States

Learn more about what you don't already know...

In the last several years I’ve had the opportunity to work with some very interesting technology startups: maybe because I am known for developing several cool technology programs during my career. But a call I had recently with a company that develops app-based programs got me thinking: starting and growing a new technology company is both tougher and more exciting today than ever before. Think about this: the first iPhone was released on June 29, 2007, the year after I semi-retired from the gaming industry, meaning all the projects I worked on prior to that were developed for desktops or kiosks without the benefit of smartphones and the apps they run. The iPhone (and other smartphones) changed everything: they are so much more powerful than the basic cell phone and did far more than taking calls and reading emails. Today there are apps for things like getting alerts, communicating with supervisors, taking classes, completing paperwork, providing feedback and more: the challenge is finding all the ways to use these devices to get employees more actively engaged in their work and their companies. I am proud of the fact that I kept growing throughout my career – technologically and otherwise – you should be and do the same. Find ways to keep growing today.

Paula Scher (b. 1948): American graphic designer, painter and art educator in design

Positive recognition matters...

I’ve often written about the importance of catching people doing things right. I discovered how effective this could be in the mid 1980s when trying to improve performance and productivity among the people responsible for cleaning guest rooms in a hotel. It’s hard work – maybe the hardest in the hospitality industry – and back then they and the work they did were more-or-less taken for granted by management. The employees complained that supervisors mostly told them what they did wrong and rarely commented about the things they did right: they were proud of the hard work they did and wanted someone to notice. I modeled a new recognition program after the old S&H Green Stamp stores I remembered from my youth: for everything these employees did right we gave them stamps they could collect and redeem.  Nobody thought it would work, so when performance, productivity, and employee satisfaction all started to improve, we realized how important and effective it was to recognize and reward the right behaviors . Catch your employees doing things right today.

David Eigenberg (b. 1964): American actor

Competence leads to confidence...

People often ask what it takes to get ahead in business or life: the short answer is competence, and confidence. Whatever you do, make sure you’re good at it: that means learning all you can, asking lots of questions, continually taking relevant classes, listening and watching others, reading appropriate materials, and practicing and perfecting your knowledge, skills and abilities.  Competition is fierce so you have to be better than the next person. And then be confident about and act confidently in everything you do: square your shoulders, look people in the eye, speak affirmatively, gesture appropriately, and let others know you know. But don’t be confused: it’s not about acting a part, but about the confidence your competence engenders. You won’t get there by begging for it or faking it; when you stand confident and proud in your own abilities, respect and confidence follows. So, buckle down, know your stuff, and work harder than others to get where you want: you’ll be proud that you did that today.

Mandy Hale (b. 1978): Author, blogger, speaker, and internet influencer

Be all you might be this summer...

Last Friday was the summer solstice: the longest day of the year and the official start of Summer. No matter how old we are, that evokes memories of vacations, warm nights, fireflies, bonfires, and lazy days with friends. I was thinking about that while attending a Chubby Checker concert: I know, you’re thinking how old is he and how good can he still be. Let me put it this way: when he broke into Let’s Twist Againthe crowd leaped to their feet and did the twist again ‘like they did last summer’. He played and sang for nearly 2 hours, proud in his ability to still perform and excite people young and old, and I suspect thrilled to remind everyone that summertime is always the best of what might be. There are lots of performers crisscrossing the country these days reminding us that it’s never too late to feel like the best is still to come. As you start the week and summer, encourage, coach, mentor and inspire your staff to go ‘round and round, and up and down’to proudly be their best today.

Charles Bowden (1945 –2014): American non-fiction author, journalist and essayist

Be passionate about the things you do...

Matt and Tami were (and are) two graduates of our management training program: different years and interests, but a similar drive and desire to succeed. Matt took a job in Table Games, Tami in Hotel Operations: the program brought them together in shared circumstances and outlook.  So, it wasn’t a total surprise when they began dating and then married. Matt and Tami shared a passion for life and love, bearing two beautiful children, now grown, in a family rich with the same. They also shared a passion for our business, combining their college educations with the corporate training we provided: they each brought pride, passion and honor to everything they touched. He went on to a very successful career in casino marketing and player development, she excelled at front office operations. He’s still at it, she paused years ago to be a stay-at-home working mom. These two became great success stories (in our business and in the industry) because they acted from, and with, their passions. Recognize the great ones on your team, and inspire and allow them to do the same today.

Benjamin Disraeli (1804 –1881): British Conservative politician and writer, and two-time Prime Minister.

Get fired up...

Years ago, I recruited two guys, each named Todd, straight out of college for our management training program. The interesting, and relatively unique,  thing about them is that neither attended a hospitality program: they each earned liberal arts degrees from great universities and were unsure what they wanted to do. Their first exposure to gaming was during their recruitment and each got interested and excited from that point. One was placed in gaming, the other construction management, and both became passionate about their positions and careers: and from that passion they each developed great talent. They worked for our company for many years, and have since gone on to very successful management careers at other gaming companies. Recruits and employees often don’t know what they want to do: this is where mentoring and coaching play a big role in developing their potential. Spend time with your up-and-coming employees and new managers, listen to their interests, share your experiences, and help them understand and get inspired about possible career choices. Play a role in getting them fired up today.

Yiannis Chryssomallis (b. 1954), known professionally as Yanni, is a Greek composer, keyboardist, pianist, and music producer

Let it out...

Betty Jo was first in a line of more than 5000 applicants the morning the Mirage recruiting center first opened. She had been dealing at several other casinos but really wanted to be part of something as special as the Mirage promised to be. I immediately went to the head of that line, introduced myself and learned that she got there at 9:00 the previous evening: she spent the night there with her daughter (who was 2^ndin line). When asked, she told me about wanting to be a dealer and to kick her career into a new level at a new place. She was so outgoing, positive and passionate and I hired her on the spot. Two years later she was our Employee of the Year, proving that passion like hers will manifest itself as outstanding performance when given an outlet. Give your passionate employees an outlet in which to excel today.

Mary Ann Evans (1819 – 1880): Known by her pen name, George Eliot, was an English novelist, poet, journalist, translator, and one of the leading writers of the Victorian era

Follow your dreams...

Years ago, I recruited a UNLV graduate for our management training program: he loved writing so we placed him in the Advertising department. During the interview he told of his ultimate goal to write a screenplay for a Hollywood studio, but in the meantime, he wanted to utilize his hospitality management degree. He was a gifted writer and for two years he penned some great stuff for us… but he never abandoned his dream of writing screenplays and continued sending them off for consideration. That was his passion, so we encouraged him to keep writing as he kept working. One day he submitted his resignation, saying a screenplay had been accepted and he was going to give it a go in tinsel-town. His name was, and still is, Anthony Zuiker, and his screenplay was for C.S.I.– the rest, as they say, is history. We knew he was passionate about his writing and his dream, and that became the genesis of his writing genius. You never know; so, nurture the passions of your employees today.

Galileo Galilei (1564 – 1642): Italian astronomer, physicist and engineer, often called the the "father of modern science"

Be your best...

We understand passion as it relates to our personal relationships: it shouldn’t be that much different when it comes to what we do. Getting people to be passionate about their work impacts productivity, performance and overall satisfaction. When you’re applying for a position, make it’s one you have a real interest in: something you’ll enjoy and work hard at, and something you’ll be proud of. When you’re hiring someone, ask them why they’re interested: you’ll see the depth of their passion (or not) in their eyes and gestures, and it should be apparent. Taking any old job, or hiring just anybody won’t cut it: be choosy, and don’t settle for less. I know there’s a shortage of applicants in this tight labor market, but selecting someone just to have a body in that job (or taking the first job you find) isn’t as good as waiting to find just the right someone to fill that job (or taking the right job). Passion for the work they do moves people to move beyond themselves and be the best of themselves. Don’t settle for anything less than that today.

Joseph Campbell (1904 – 1987): American Professor of Literature at Sarah Lawrence College who worked in comparative mythology and comparative religion

Watch out...

Group-think is a powerful concept: it can supercharge our natural tendencies or stifle them all-together. Not that listening to others is a bad thing, but it needs to be filtered through our own experiences and goals. Life is full of opinions and inputs, some good and bad: the challenge is to know the ones that are true and important, and those that are not. Start with knowing what you want, and why: don’t be swayed by ego and short-term results; then consider the outcomes and consequences: the future is always important; and always be true to yourself: know the difference between what you want and what you need. Never underestimate the power of influence and how it can be both good and bad: whether it’s the news we read or the things others say, it’s hard to sift through it all and know which is the best way to go. But choose you must, so remember to be careful and wise today.    

George Carlin (1937 – 2008): American stand-up comedian, actor, author, and social critic

Find your special place...

Today begins our annual sojourn to the Adirondack Mountains. People think we do this to escape the summer heat in Las Vegas, but while that’s true, we do it also to lose ourselves in the pristine wilderness there and to find our souls in its beautiful mountains, lakes and trails. It’s probably 50 degrees cooler there but that won’t stop us from getting out to smell the pine and listen to the frogs, to dip our oars in the water and watch the ripples, and to relearn what it’s like to drive on two-lane roads without traffic or stop lights. Everyone has a place like this – literally or figuratively: one that rekindles awareness, recharges batteries and balances the many challenges and opportunities that life offers. Whether it’s around the corner or across the country, make time this summer for the people, places, and activities that make you feel alive again. Find your special place, look out over its horizons, participate in its wonders, and get back to being you  today. 

John Muir (1838-1914): Naturalist, and Author

Plan ahead...

People get involved in things, sometimes before it’s clear what to do. Whether it’s strategic planning, problem solving, or answering questions, that tendency needs to be tempered by clear objectives and careful thought. How many times have you seen someone go off only partly ready or poorly prepared: sure, it’s fun to run and gun, but that’s mostly for sport.  When it comes to getting things done at work, steady is usually better than fast, and effective is better than efficient. Don’t be afraid to ask and wait for clear instructions, communicate and coordinate with others, and act according to a well-defined plan. Doing something often feels good, but doing nothing can sometimes be the most effective form of action.  Give yourself a moment to think, talk and listen to others, and then decide if and how you should act (either alone or collaboratively).  Take a deep breath and decide what you’re going to get involved in today.

Kevin Kwan (b. 1973): American novelist (“Crazy Rich Asians”), named as one of the "Five Writers to Watch" and made Time magazine's list of 100 most influential people

Hard work matters...

You see it all the time: those that work harder than others tend to be the most successful. Some might get confused that success is controlled by size and sizzle: with or without those, it’s usually about the people working there. Like when you go out to dinner: a great food server can overcome bad timing or less than appetizing food, but a bad one will ruin a great meal. We preach this to employees all the time and the proof is in the customer satisfaction scores: managers need to talk about  customer feedback, discuss the good and not-so-good comments, give praise when it’s called for and coaching when needed, and be there for their employees. Whether in sports or business, if you work harder than somebody else, chances are you’ll beat them though they have more talent than you.  Get engaged in the hard work of success today.

Bryan Bartlett Starr (1934 – 2019): American football quarterback and coach; he played for the University of Alabama and the Green Bay Packers

Get moving...

Yesterday was the 75^thanniversary of D Day, the invasion of Normandie Beach in France that led to the beginning of the end of World II. Presidents and service men attended ceremonies that commemorated this historic event; those of us who couldn’t be there were treated to hours of  newscasts and old movies about those current and long-ago events, about how the soldiers on the beaches overcame great odds and overran the enemy to keep the invasion alive. While not nearly as life-threatening as being in battle, there are lots of situations in life that make people nervous because they’re unable to move forward or back: those fears are overcome by action. Leaders in all walks of life know the importance of keeping others focused, providing them with clear and unambiguous goals, inspiring them to take personal responsibility, and standing with them throughout their ordeals. It takes listening, communicating, resolving, coaching, coaxing, inspiring and empathizing to help people move and overcome their challenges and fears. Be responsible for helping  people act today. 

Henry C. Link (1889 – 1952): American psychologist, author and religionist 

Speak up...

Most would agree that our political system isn’t working: partisanship and extreme views seem to get in the way of rational discourse and action. With all the really pressing needs that are being ignored in this stalemated environment, I was amazed to see the news out of New York State that their legislators came together and decided to ban cat declawing! You can’t make this stuff up.  Infrastructure, immigration, healthcare, and so many other issues need addressing, and legislators everywhere seem to be more interested in politics than progress. None of these are easy issues, but that’s why we elect supposedly smart people to address them. If they can’t, they should be put on notice: we shouldn’t be content to wait and see what will happen, but should be determined to make the right things happen. That’s our responsibility in a democracy.  Take ownership of stalemates in your world (political or otherwise) today.

Horace Mann (1796 – 1859): American educational reformer inspired by the work of the Whig dedication to promoting public education

Check it out...

Everyone has opinions: it’s probably best to determine whether they’re accurate. Doesn’t matter only what our hearts say: in this we should use our heads too. Beliefs, friendships, loyalties, product advertising news and more are all bound up in that space between what’s real and what we want to be real. Today, it’s easier than ever to check on most things: the internet gives us such quick access to information. But, like the text behind the ‘agree’ button when accepting an app, we often don’t take the time to read the fine print, to know what’s really there, to understand how or why it might affect us. The old ‘buyer beware’warning still applies today: like then, it’s still up to all of us to know before we buy (or believe). It’s not enough to assume: being informed is always better. Even though it takes extra time to be really informed, use it to know what’s true today.

Harlan Ellison (1934 – 2018): American writer

Be prepared to be your best...

I’ve got a client whose competitors are much bigger and have  a lot more money: but that doesn’t stop my place from being the friendliest in that market. They focus on the simplest of strategies: smiling and acknowledging the customer. They could easily accept the fact they’re outgunned, but they don’t. They knew they couldn’t raise or control the size of that market, so they put together a plan to attract an outsized-share of the customers  with great people-to-people service. Casinos and other customer-facing retail businesses are generally confused about the dynamics of success: it’s not the size or sizzle of the business – it’s the people that work in those places that attract and hold the customers. Make sure your employees know that, own that, and live that every day. Make sure you have programs in place to track service performance and then respond and reward the best among your employees appropriately.  That will be time and money well-spent. Do it today.

Ernst Friedrich Schumacher (1911 – 1977): German statistician, economist and industrial, author, and industrial thought leader

Do your best to make good things happen...

Managers generally look for people who work hard and care a lot: sounds simple, but sometimes they’re really hard to find.  Working hard is about how much effort employees put into the things they do; caring a lot is more about how engaged they are in the things they do. Managers are responsible for getting the most of both by (1) making sure they explain what and train how to be effective, and (2) always recognizing employees to motivate them to be the best. We often think employees are solely responsible for working hard and caring, which on many levels they are, but don’t be confused: if you’re a manager, you own the work environment that allows those behaviors to thrive. Some days it seems the odds of getting people to work and care are against you, but that shouldn’t stop you from trying to make that happen. Remember: that’s one of your primary responsibilities today.

Arnold Palmer (1929 – 2016): American professional golfer who is generally regarded as one of the greatest and most charismatic players in the sport's history