Understand your role...

Integrity is often more than simple honesty: a person with integrity has the ability and inclination to pull things together the right way, no matter how challenging the circumstances. However, some bosses often step in and do your job: sometimes, they figure it’s just easier to do it themselves while others thrive on micro-managing. But the best way to get things done is to let everyone do their respective parts, helping when asked and needed, staying apart if it’s not, and coaching when appropriate. A good example of this is when I took my car to the local mechanic for an annual inspection: he’d hired a new person to do the work, had taught him what and how to do it, and watched as he did it: even though it wasn’t as efficient as the boss might have done it, he stayed out of it, answered a few questions, and then reviewed the work afterwards to make sure the new guy understood what he’d done well and what could have been better. Know your business (and role) and help others to know (and do) theirs today.

Gertrude Stein (1874 – 1946): American novelist, poet, playwright, and art collector

Thinking is a right and a responsibility...

Doing the right thing means knowing right from wrong: the human ability to reason is the key to that. There are lots of right versus wrong propositions that are clear cut: laws, policies at work, speed limits on the highways; other things are not so well defined: like going swimming right after eating and staying out of the lake when it’s thundering (you can tell my grandkids are visiting). Many of the things we have to deal with are more easily defined these days because of the internet: googling anything provides more instant answers and guidance than ever before. But the judgmental questions we deal with daily are not so easily answered: in those cases following the Golden Rule, using common sense, and erring on the side of caution are the best ways to decide if and how to act. When it deals with a customer, smile, follow the policies, and do all you’re allowed. When it deals with family and friends, be careful and caring. When it deals with a stranger, be proper and magnanimous .  And in all cases, use the power of Reason that God gave you today.

Socrates (469-399): Classical Grecian Philosopher

Be your best...

Being good at a job depends in large part on being a good person and doing the right thing as often as possible: in many cases, the “right” thing is regularly coming to work and caring a lot about it.  Many recruiters focus too much on whether an applicant “can” do the job they’re applying for: I think it’s equally important and effective to determine whether they “want to and will”.  Don’t just look at their work history: learn ways to discover whether they have the values and integrity to really be the kind of employee you really want and need. While values like these are more difficult to discern, there are several validated assessments I’m aware of that can do just that: I think the best one’s test for general optimism, commitment, and flexibility. Don’t be afraid to supplement the work being done by your hiring managers with some tools and training to improve their efforts today.

Rami Sebei (b. 1984): Canadian professional wrestler who is currently signed to WWE and performs on the Raw brand under the ring name Sami Zayn

Do what interests you...

The best job is usually one that interests you: without that, it’s hard to care about the work you do. There are lots of examples of this, both good and not so good, with the seasonal workers here where I spend my summers. They’re mostly young, it’s probably not going to be their life’s work, and for many this summer job will be over before they know it: but that doesn’t mean the work shouldn’t interest them. That’s why it’s so important to interview effectively: finding the right fit is essential. It’s why it’s so important to train, mentor, inspire and motivate them: spark their interest and they’ll do more thoughtful and creative work. And it’s so important to coach them to make sure they realize what they like and don’t like about the work: that way they’ll know more about their real interests in the future. Hiring someone is so much more than just putting them to work. Make sure the people working for you do what matters the most to them today.

Sir Andrew John Wiles (b. 1953): English mathematician and a Royal Society Research Professor at the University of Oxford, specializing in number theory

Focus on solutions not problems...

Summering in the mountains is wonderful, unless you want to get online: cell coverage here is spotty and the local internet provider still uses copper cables. We pretty much live with this inconvenience until there’s a problem: that’s when their well-planned customer avoidance strategies are revealed. If I call and get technical support they say its customer service we need to talk to, and vice versa… and they transfer you to a queue that is unacceptably long: at one point this past week I waited more than 3 hours for the next available agent.   The reason: there’s no competition in this area. But next year another provider is rumored to be putting fiber optics in this area… I bet my provider’s performance will miraculously improve then. Why do companies get complacent like this? There are lots of creative ways to provide good service even when having to say “no”. Things like: making it easy to contact you, giving straight answers, being empathetic, showing genuine care and concern, and following up when needed. Unless this internet provider’s monopoly is somehow guaranteed, they’re going to have to rise above their problems and take their customer service to the next level.  That’s what it takes to effectively resolve problems and take care of customers today.

Albert Einstein (1879 – 1955): German-born theoretical physicist who developed the theory of relativity

Study the past to innovate the future...

Yesterday was a rainy day here in the Adirondacks and like most parents (and grandparents) we took the kids to the movies. The historic Strand Theater in Old Forge is a blast from the past: no Fandango tickets online, no fancy reclining seats, and no high-priced popcorn. The atmosphere was nostalgic and it reminded me that not everything has to be fancy and new to be good. We sometimes get lost in technology and innovative marketing when the tried and true are often just fine. The owner was selling tickets in a booth that looked just as it did the 40s, his wife and daughter were struggling to keep up with an ancient machine’s popcorn production, and the customers were happy to give the kids a taste of the good ole days. There’s much written about retro designs, products that look and feel like the past, comfort food like your mother used to make, and marketing that emulates a bygone era. Read up on this stuff and find ways to blend the best of the past, present and future today. 

Susan Eloise Hinton (b. 1948):American writer who received the inaugural Margaret Edwards Award from the American Library Association for her writing for teens

Keep fighting to learn and grow...

Please indulge me as I continue yesterday’s technology-education story. The success of the Mirage gave us the courage to continue innovating; the failure of our Payroll/HR computer system design and implementation gave us the incentive to work harder to use the lessons we learned from that experience. Computers in the workplace were relatively new in 1990 and we all had to learn more about the technology we were seeking to adopt: the fact that the company planned to open more mega-resorts made it imperative we do better. We tried some new technology concepts in the mid-90s, and the advent of client-service technology and the Internet gave us the tools to implement some enterprising innovations for Bellagio’s opening. With help from several dedicated contractors, we began to build systems that would revolutionize recruitment processing, HR record keeping, and self-service practices; our IT and HR teams dared to struggle and win. Today’s quote is by a true political revolutionary; we were just regular folks seeking to revolutionize the work we did. Whatever your battle, keep fighting to learn and innovate today.

Bernadette Devlin (b. 1947): Irish civil rights leader, and politician.

Learn from your mistakes...

It’s nearly 30 years since the opening of the Mirage and I suspect there will be much written about it as we get closer to the actual date in November: from time to time until then, I plan to post some stories about that project. At this point in that pre-opening there was much going on, including on-boarding: we had developed several innovative computer programs to assist with tracking the applicant and new-employee information… and, unlike many other aspects of our work, it was failing. It was all part of a new HR/Payroll system, and none of it worked… we were unable to electronically track employee hours and cut paychecks, or even know which departments or jobs employees were in. It was a mess. But as upset as our leaders were, they focused us on figuring out what went wrong and how we were going to fix it. We implemented manual time sheets, created excel spreadsheets, developed a new plan, stopped trying to do everything ourselves, and purchased proven software to get what we needed.  I clearly remember Clyde Turner (our corporate CFO then) telling us to forget our mistakes…there were none; there were only lessons to be learned. That’s a timeless lesson: learn from your mistakes today.

Miles Davis (1926 – 1991): American jazz trumpeter, bandleader, and composer

Go for the gold...

Winning, or being the best at anything, is hard: it takes work and discipline. Like opening hotels: the teams of employees I worked with on those launches loved it and talk about it all the time. Like the workshops my partner and I conduct: our clients spend time in them discovering how to be more effective managers. Like completing a strategic plan: business leaders that do that come away with greater clarity about where they’re going. Like being the best in your business: a friend of mine works tirelessly to be both a great business person and human being and he outpaces his competition. Like building a dream home: one of my neighbors here at the Lake is doing that by himself and designing in all the things he wants. These and so many other endeavors occur every day and the people doing them well are always strong and methodical: strong in their beliefs and intent, and methodical in following a strict plan. That’s what it takes to be a champion, or great, today.

Alberto Juantorena (b. 1950): Cuban runner who is the only athlete to win both the 400 and 800 m Olympic titles and was a two-time Track & Field News Athlete of the Year 

Try it; you might like it...

It takes courage to go new places and try new things: it’s always easier to go where and do what you know.  The key, it seems, is to be curious about the things you know little or nothing about. There are probably lots of restaurants that you’ve never tried: it’s easier to go into someplace you know, and where they know you – like Cheers. And people: walking into a room full of strangers presents all kinds of obstacles and worries; it’s not  easy to introduce yourself to a stranger. Or starting a new job: it’s confusing at first and then it all becomes familiar. And lifestyle options: we all have our own habits that are hard to break or change. I’ve experienced all of those changes, and more, and I confess I was nervous about all of them. But, if you’re fearful about anything new you’ll probably be too hesitant to try… and you might miss out on some really cool opportunities.  Be curious about and open to the options that present themselves to you today.

Elizabeth Gilbert (born 1969): American Author

You're not alone...

Ever worry about something in the middle of the night (or day); tossing and turning and struggling to find the answer to a problem? Like: finding a new job, not being good enough or worthy, completing some complex process at work, worrying about a friendship gone bad, finishing homework that’s due tomorrow, understanding a complicated and confusing assignment, not being as good as your or others expect, having disagreements with friends or family, finding answers to personal problems… and so many more. Here’s what I do when this happens to me: I get up, calm and quiet the struggle in my head, write the problem down on a sheet of paper and edit it until it makes sense, think about who I can talk to and what I would say to them, drink a glass of water, and then go back to bed. Stop struggling with the struggle and don’t think you’re alone: while most everyone has something they’re worried about, there are  supervisors, counselors, mentors, family, friends, and other professionals to talk to who can help you think these kinds of things through. Don’t give into worry and doubt on your way to doing great things today.

Sean Covey (b. 1964): American business executive, author, speaker, innovator and President of Franklin Covey Education

Take a leap of faith...

Fifty years ago, this week, Neil Armstrong became the first human to step on the moon.  As a 10-year old, I remember President Kennedy challenging us to achieve that goal, and thinking how nearly unbelievable and unattainable that sounded. The decade of the 60s was filled with so many other news shattering events – civil rights marches, Kennedy’s assassination, Vietnam, drugs, Nixon and his resignation – that Kennedy’s goal seemed to fade into the background.  But then, on that July morning, we watched with wonder, awe, and pride, as Armstrong said “ that’s one small step for man, one giant leap for mankind”. Kennedy’s challenge resulted in so much more than a man on the moon: it’s possible that all the technological advancements of these intervening years can be traced to that effort. Caution, while good, must give way to prudent development and advancement. And while caution is safe, it’s not the only thing we are built for. Don’t be afraid to take prudent leaps today.

William Greenough Thayer Shedd (1820 – 1894): American high Calvinist and one of the most notable systematic theologians of the Presbyterian church

Sing out and sing along...

My life has been influenced and inspired by folk music: so, it was a special treat to attend a Peter Yarrow concert last night here in the Adirondacks. As part of the popular Peter Paul and Mary musical group, he has been singing about the importance of conscience for nearly 60 years: last night was no exception. His message was both simple and universal: be tolerant and open, there’s room for all in our diverse and complex world. Music and song are powerful ways to communicate and it was apparent that P,P&M used their voices and tunes to make known what, without them, might never have been heard.  People of every age and background were in attendance and all enthusiastically sang these words from “This Land is Your Land”: ‘this land belongs to you and me’.  If we can all remember that everyone is important and has much to add to our discussions and directions, the world will truly be a better place. Try delivering that great message to your pre-shift meetings today.

Robert Bresson (1901-1999): French film Director

Join a team...

I’ve recently been getting comfortable at my Adirondack summer home, opening up for the season and renewing my love of being in those mountains. While there, I continued working remotely with others to revise and refine my dream of producing a new type of online management training classes. Knowing it would take more, I flew to Taos this week and worked with a small team of really talented and committed people to produce our first class: while a description of the format and style is for another time, this message is about the recognition that alone we can do so little while together we can do so much. It took a team to finalize the script, design a simple set, and produce what I hope will be the first of many unique online classes that will surprise, disrupt, and exceed the market’s expectations. Most of us dream of doing things, big and small, and yet we often fail to finish them (for all kinds of reasons). Work closely with others to overcome obstacles and inertia, and find ways to realize your dreams today.

Helen Keller (1880-1968): Author, Lecturer, Activist

Success takes hard work...

We’ve all wished that something would happen, work out, or be perfect: but wishes alone don’t make it so. Achievements of any kind – whether World Cup soccer championships or completing projects at work, take shared purpose, hard work, dedication and teamwork to be successful. We’ve all seen professional sport’s teams plan extensively to draft a ‘franchise’ player who can ensure a championship: sometimes those selections work out, and sometimes they don’t. On paper they seem to make sense, but there’s so much more that goes into winning, completing, or succeeding: unity and success can’t be willed by mere declarations. They take planning, the coaching, flawless execution, drive, practice, team chemistry, and a little bit of luck. Nothing this good comes without a lot of hard work – more than is ever planned for or thought possible. Don’t be surprised when the best laid plans don’t work out as expected: there are too many variables, too much competition, and too much you can’t plan for. Do what it takes to create the unity needed to help you be successful today. 

Theodore Bikel (1924-2015): Actor, Musician, and Political Activist

Make work fulfilling and fun...

Las Vegas is on another growth spurt: a recent newspaper article listed a dozen new projects here that will again change the local skyline. New hotels, convention centers, arenas, restaurants, and stadiums all mean more jobs and visitors. But to me they mostly mean more opportunities for people to get involved in start-ups that are filled with teamwork and collaboration. The pre-opening phase of these projects includes people working in temporary office facilities with tight timelines and forging bonds that in many cases last a lifetime: they certainly create unforgettable experiences and memories. I run into people all the time who worked with us on casino opening projects, and they still talk about the wonderful and unique things that were achieved: those were special times and relationships that never seem to fade. It’s not just special projects that enjoy this level of team spirit: good managers nurture these kinds of environments and cultures every day, involving employees in start-from-scratch experiences, creating great tw0-way communication programs, getting employees engaged in projects, recognizing their efforts, and making work fun. Create great teamwork and team spirit opportunities for your team today.

Mattie Stepanek (1990-2004): Youthful American Poet

Get in synch...

When I worked in Atlantic City, colleagues invited me to join a Crew club and we would go out on the water regularly. Growing up on a lake, I knew about canoeing and kayaking; those were easy compared to rowing in a 4-person scull. It’s the same when  working alone and then becoming part of  a group: it’s all about the coordination. And that kind of coordination comes first from making sure everyone understands and agrees with the goal: that’s alignment. Then it takes training, practice and continuous improvement to promote the possibility of success: that’s goal attainment. There were many mornings on the back bay in Atlantic City when one of us would not be paying attention and get out of synch with the other rowers: that kind of a hiccup sometimes meant we capsized and all went into the water. Just like those times at work when teams aren’t coordinated: that’s when production or service, and customer satisfaction, suffer. Make sure your employees all know what’s needed, and why; then go out and exceed your goals today.

Tom DeMarco (b. 1940): American software engineer, author, and consultant on software engineering topics

Great service is a team effort...

Today’s author wrote The Three Musketeers, one of my all-time favorite books and movies (in all its renditions)… and today’s quote is appropriate for this week’s theme: teamwork and team spirit. Teams, on the field or at work, are usually well- choreographed, especially in businesses that are family owned and run. We took a ride in the country this past weekend and discovered a family-owned meat market in the middle of nearly nowhere: the family was all there and all-in, and actively worked to make every customer feel welcome. You sort of expect this with their regulars, but we were obviously not: that didn’t stop the owner and his family from giving us a very warm welcome, complete with smiles, introductions and all the obligatory questions. They had an extensive stock of good quality and well-priced meats, and everything you could want to go with it; but hey, meat’s a commodity: we can buy it anywhere. What will make us take that extra drive to return to this out-of-the-way surprise is the warm feeling we left with. Make sure your family, team or business (or any combination thereof) works together to make every customer feel special today.

Alexandre Dumas (1802-1870): Writer, and Author 

Balance your work and life this summer...

Like most Americans, yesterday we spent the day outdoors, cooked hot dogs and hamburgers and sweet corn, and sat out under the stars to watch some fireworks. Those are Fourth of July traditions we look forward to and, again this year, we were not disappointed.  There’s something to be said for holidays that mix family and tradition: they remind us of the important things in life. For many, today is the start of the rest of summer, a time when we really try to balance work and life: the challenge is to do both without either being short changed. Get out your calendar and plan the days and nights of the next two months carefully and thoughtfully: that’s the best way to do everything you want and avoid the hard work that is the easy work you didn’t do at the proper time. And it’s the best way to begin to enjoy your summer today.

Bernard Meltzer (1916 – 1998): American radio host for the "What's Your Problem?" advice call-in show

Make someone's day today - say "Thank You"...

I’m often asked what’s the hardest job in the hospitality industry: unequivocally, it’s housekeeping. When asked whether they make their own beds every day, most people might semi-seriously say “no – I’m only going to get back in it tonight”.  So, you can imagine how hard it is making 14 or more beds every day, and cleaning that many bathrooms and parlors and mirrors and carpets and more. The standards housekeepers in many hotels meet every day are often much higher than we set for ourselves at home. The ranks of this mostly taken-for-granted team are filled with professionals who work hard, have a lot of pride, and rarely get the respect and appreciation they deserve. It’s like doing spring cleaning every day: try that and you’ll quickly realize that housework (or cleaning hotel rooms), if you do it right, is really hard work… not that it will kill you, but it sure feels like it could. Think about this the next time you stay in a hotel: these behind-the-scenes professionals make your day and stay that much better by their tireless efforts. If you see them in the hall, say thanks; and when you check out, leave them a tip. Make their day.

Erma Bombeck (1927 – 1996): American humorist and newspaper columnist

Don't be afraid of change...

Getting older provides an opportunity to try different things and meet new people. Looking back, I never could have imagined all of the twists and turns that made up my career. Whether a career or life change is your choice of not, it can be an opportunity to apply what you’ve learned in places you often could not have imagined previously. If you find yourself in a situation like this, take an inventory of the things you’ve done and learned, and look for opportunities to share them with others. Become a mentor – there are lots of people who could learn from your professionalism. Become a teacher – there are lots of students who could benefit from your knowledge. Become a volunteer – there are lots of groups that would cherish your participation. Or become a hobbyist – if you’re able to just kick back and relax you’ll probably find all kinds of things that interest you. If you’re presented with change, look at it as an opportunity to try different things, refresh your outlook and create new energy: it can be whatever you want it to be. Don’t be afraid to take yourself in new directions today.

James Iha (b. 1968): Co-Founder and Guitarist with Smashing Pumpkins

Create your dream job...

People often ask me for career advice… thinking I know better than them what they really want to do. Here’s how I try to help them find an answer. I start by asking “what do you like best, and least, about the jobs you’ve already had”: making a list like that helps identify a direction. Then I ask “if you could wave a magic wand, what would you rather be doing”: it’s good to dream as you plan a career.  And lastly, I encourage them to complete a simple SWOT analysis on themselves: identifying their strengths, weaknesses, opportunities, and threats puts things in perspective. Armed with the answers to these 3 questions,  it usually becomes clear that the best job is the one they currently have – the trick is making it the one they want. If this is a question you’re pondering, work with your supervisor to find the right mix of the things you like and can do to help maximize your performance, effectiveness and job satisfaction. That’s how to thrive in your job today. 

Ashley Goodall: SVP of Leadership and Team Intelligence at Cisco Systems, Inc