Show the love...

I love people who have a passion for their job.  Like the flight attendants on my trip home from Canada late last night: it was a long day for me and them, and yet they were gracious, efficient, and very professional. You can see their passion in the way they describe or do their work: they have a drive and focus that permeates everything about them and around them. But even the most passionate ones need support to keep that up every day: that’s why it’s so important to catch people doing good work.  A thumbs-up, fist bump or simple thank-you goes a long way… we sometimes forget  how good that feels. Conversely, remember how you felt when someone didn’t comment on your good work: sometimes they just overlook good work or service or take it for granted. So, when you see good work today, say something. Give good employees the support they deserve today.

Sabrina Bryan (b. 1984): American singer, actress, author, songwriter, fashion designer, choreographer, dancer, and television personality 

Climb a little higher...

I keep an Excel spreadsheet that lists all the quotes I’ve used for these daily messages, and a Dropbox folder with all of the 200-word stories I’ve written about them. In checking, I saw that I used today’s quote back in May of 2009, during the second month of what has become a very long string of writing these: in fact, I’ve re-used less than 30 in all this time (mostly inadvertently). Here’s what I wrote for this quote back then:

What’s your passion?  Work, hobbies, lovers, avocations, family, friends, pets, cars, music, books, nature – these are the things that make up our lives and for each you should be totally consumed.  Why else have them if not to color your dreams and challenge your expectations?  Examine them carefully – know everything about them and treat them like treasures; question each daily to make certain they reach every nerve and fiber in you; delve into the depths of each to find the hidden wonders that excite your soul.  These are the things that bring life to living and greatness to being. They are the power of enlightenment.  Turn them on and shine!

As I look back, it’s clear that along the way I’ve become very passionate about writing these. I describe them as daily devotionals, where I take time to reflect on where I’ve been and where I’m going: a check-in on my past mis-steps and future aspirations. For me, this passion has elevated my awareness of the great things that are possible. Let your passions take you to new heights today.

Denis Diderot (1713 – 1784): French philosopher and writer

Passion matters...

It’s always been this way.  Skilled people have experience: they know what they’re doing and have performed in enough circumstances that they know how it can go right and wrong.  They have intellect: they understand why things need to be done the way they are, and adapt their style and performance accordingly. And they love what they do: they really do have a passion for it and can’t wait to get at it every day. The first two, without the third, are not enough: we’ve all seen people who know what they’re doing, and look like they just don’t care. Those are the ones who wait for you to ask, rather than anticipate your needs, who are looking away when you’re looking for service, who everyone knows are not pulling their weight; when the time comes, they’re not ready and the moment passes unfulfilled. Look for that kind of passion when you’re supervising today.

John Ruskin (1819 – 1900): English art critic of the Victorian era, as well as an art patron, draughtsman, water-colorist, a prominent social thinker and philanthropist

Find your calling...

I continue to be inspired by my friend Jon Ponder and the great work being done by Hope for Prisoners (H4P). He knows about the challenges of reentry first hand and works hard to help others make that transition. He and his dedicated team have found ways to keep their dream alive, struggling to raise funds, inspiring the Las Vegas community to give his graduates a chance, and passionately telling others about the advantages of offering second chances to those who had earned the right to seek them. Today H4P is recognized nationwide for the work they do: from White House proclamations to invitations to tell his story in cities all across America to an upcoming concert by Wynona Judd in support of their efforts. Jon has never let anyone limit the dream he gives to the men and women who graduate from H4P’s program each month: that of making the rest of their lives the best of their lives. Follow your passion today.  

Donovan Bailey (b. 1967): Jamaican-Canadian sprinter and gold medal winner at the 1996 Olympic Games

Don't rush...

When I was a kid, my favorite basketball team was the Boston Celtics: I remember listening to the radio announcers reporting excitedly about their ‘run and gun’ offense. I admired that concept and envisioned players thinking and running and shooting: it works in well-trained team environments… not so much in business. I’m not saying that experienced managers can’t make quick decisions, but calm deliberation and planning often works better. I’ve learned the hard way that just because I quickly see the answer to something doesn’t always mean that others get it that quickly too: that’s why it’s usually best to slow down, explain things clearly, listen to concerns, and answer questions. People who worked for me will say I move quickly, but I’ve come to appreciate the value of contemplation and communication: they’re not the same as inactivity or stalling; rather, they’re just good practice when you need a team of people to move forward effectively. Take the right amount of time to get everyone moving in the same direction today.

Antoni Tàpies (1923 – 2012): Spanish painter, sculptor and art theorist, who became one of the most famous European artists of his generation

Ask good questions...

We can all benefit from coaching. I was fortunate to have a boss for much of my career who was good at coaching, helping me to see things more clearly. These days I do a lot of coaching and have learned that it’s all about the person being coached. Good coaching involves asking good questions and leading others to good answers: the best coaches put their egos aside and encourage the person being coached to ‘tell me more’.  Good coaches build trust, creating a situation where the person being coached can be open, without fear of being judged. The best coaches don’t give the right answers… they pose the right questions. Effective leaders understand the different roles they have to play: sometimes they’re a supervisor – explaining what; other times they need to be an instructor – showing how; but when they coach it’s less about what and how, and more about the process of discovery. Pose the right questions to help your team discover their own answers today.  

Claude Lévi-Strauss (1908 – 2009): Belgium-born French anthropologist and ethnologist 

Think before you speak...

Everybody’s busy; running from one place to another, trying to be somewhere or get stuff done. During a busy day there are more calls to action – decisions, directions, distractions – than can sometimes be handled effectively. We seldom have time for more than hastily contrived answers.  But that doesn’t cut it. Customers, colleagues, and subordinates all rely on us for answers. When you’re starting your day, take a moment to prepare – look at your calendar, plan ahead, and then communicate any instructions to others concisely. During the day, stop and take a deep breath when interruptions occur: listen carefully to the question or request, consider your options, speak clearly and follow up appropriately. It’s called time management, but that can’t be done on the fly… it takes planning and thinking on your feet. Think how often your questions aren’t fully answered and how you feel about that. Remember those instances and be prepared for whatever happens today.

Billings Learned Hand (1872 – 1961): American judge and judicial philosopher, quoted more often by legal scholars and Supreme Court Justices than any other lower court judge. 

Be responsible...

Before we went away for the summer, my wife and I visited a new restaurant in Las Vegas: the service us was so personable and professional that we vowed to return.  Yesterday, after being away for 4 months, we went back and had an encore experience.  The same server waited on us and again told us that, figuratively, she owned the place: meaning, she was 100% responsible for our satisfaction.  She didn’t need anyone to tell her what to do: she was providing the kind of service that she’d want if she were in our seats; she owns it and it lives within her. If you want service like that, define your service expectations, create a culture that values employee ownership of service excellence, and celebrate and reward employees who practice it. Great experiences like this result in word of mouth endorsements which, in today’s hyper-competitive business world, can make or break your business.  Do what it takes to make your employees feel like owners today.

Prince Rogers Nelson (1958 – 2016): American singer, songwriter, musician, record producer, dancer, actor, and filmmaker.

Be part of the solution...

Employees often whine about their work: next time that happens challenge them to get engaged and do something about it. Harness their energy and creativity appropriately and you might end up with a win-win situation. Form a focus group and let them study the dynamic interplay between policy and practice, share financial and operational information to give them the full picture, challenge them to shape their ideas into workable solutions, and thank them for using their time and energy usefully. This kind of employee engagement has the potential to unlock performance, productivity, and job satisfaction: sometimes, all you have to do is ask. That’s how to increase your employees’ sense of ownership today.                                                                                                                                                                                                                                                                                               

Anthony J. D’Angelo (b. 1972): Author, Founder of Design Ideation Studio, and Creator of new ideas for higher education

Don't get flustered...

We’re all responsible for knowing what we can, and cannot do: that comes from experience and common sense. Experience teaches us where, when and how to help; common sense tells if we should.  Here’s an example: when I checked into the hotel during one of my stops this week, the reservation was booked incorrectly; when I pointed this out to the desk agent, I could tell she was confused and nervous as she just kept looking at her computer screen and repeating what I knew was incorrect.  So, I asked to speak to a supervisor, who very calmly and professionally handled the problem and got me checked in properly: it was an excellent example of good service recovery. She gave me a sincere, personal, and non-mechanical apology; reviewed the issue with me and then made a quick decision; went over that decision with me to make sure I was satisfied, and said she would follow up to make sure it was corrected and documented. These kinds of things happen all the time and good employees take ownership of whatever needs to be done. Don’t get flustered or angry when determining what you can or cannot do today.

Thomas Fuller (1608 – 1661): English churchman, writer and historian

Open your eyes...

Each time I stay in a hotel, it’s a voyage of discovery, looking at what they do right, or not. This week I had the opportunity to stay in two different properties in two separate cities, popular brands owned by the same corporate parent. One was well appointed, maintained and clean…but the staff was distant and disengaged; the other was exactly opposite: poorly maintained and appointed, but the staff was friendly and attentive. I understand getting what you pay for, but I don’t get why service levels in each would be different. I guess it comes down to what management sees, and what they do about it: they have to stop just seeing things as they are, and start looking with new eyes at what they could be. While managers are responsible for doing what they can with the building, it’s more important that they train, motivate and inspire employee and service excellence. Don’t just look at the landscape; focus on your service levels today.

Marcel Proust (1871 – 1922): French novelist, critic, and essayist, considered by critics and writers to be one of the most influential authors of the 20th century

Take chances...

I’ve been coaching some entrepreneurs recently about finding ways to maintain their spirit while adopting several proven business practices. These “cats” (Monk’s term) have been following their dreams, creating new companies and industries, employing lots of employees, and inspiring others to take chances.  But, in their drive to create their new business, they deferred implementing some prudent practices like formal strategic planning, appropriate organizational structures, and good HR policies and practices. These “cats” are dedicated to their ideas AND now realize their responsibility to investors, customers and employees to make their companies as good as they can and need to be. All entrepreneurs are creative, refreshing and thought provoking: they challenge those around them to look at things differently… which in today competitive world is a must. That’s what it takes to be successful. Remember: take chances as you seek to find new and creative ways to do things, but support them with the things that help good ideas succeed. Don’t be afraid to blend the new with the tried and true today.

Thelonious Sphere Monk (1917 – 1982): American jazz pianist and composer

Pass it on...

For Father’s Day this year my daughter gave me something called Storyworth: every week, I get an email from them with a question from her. I write and post a response to her question and at the end of a year they bind them all up in a book for her. She knows I like to write, and this is a way to record my history and thoughts for her to have. Like me, I’m sure you had questions you wanted to ask your parents but never did, and, if they’re gone, that family history - about relatives, places where they lived, things they did, and stuff like that – is gone. Everyone has a story, or stories to tell – about their lives, their work, and things they know; telling our own stories helps create an environment where others will be less afraid to tell theirs. Throughout history, people have passed information down from one generation or group to the next. The same can be true in a corporate setting where employees talk and tell stories about the good work they do. Don’t miss the chance tell your story and get others to tell theirs today.

Gina Alexis Rodriguez (b. 1984): American actress and director

Make your own way...

Most managers I know love their jobs… but not so much the employee relations aspect of it: admittedly it can be a challenge managing employees. That’s why it’s so important to get them engaged in knowing what they need to know and do to be effective, and to set their own goals.  And that’s why coaching is one of the most important management skills. When coaching employees, remember: it’s all about them. Your job is to create a trusting environment where they will be open to your guidance, listen carefully to what they’re saying, put your ego aside, keep them pointed in the right direction to determine what’s best for them, remain supportive, and keep them on track. If they’re not happy with something, involve them in finding a solution. Good managers know how to get employees engaged and satisfied with their work and, if they feel like they’re not invited to the party, encourage them to throw their own. Your job satisfaction is rooted in making your employees satisfied with theirs today.

Diahann Carroll (1935 – 2019): American actress, singer, model and activist

Have faith...

If we abandoned people and things that run into problems and dark times, there wouldn’t be much of anyone or anything left to follow. Just about everything I’ve ever done or worked on went thru bumpy times: there were uncertainties, cancellations, changes of plans, out of stock items, temporary insanities… whatever, the Murphy’s Law list is endless. That’s why planning, preparation, flexibility, and faith are so important,  and why communicating to keep everyone in the loop as the problems and changes occur is even more important.  If you want people to stick it out, to stay with you – through thick and thin (as they say) -  you have to treat them as equals, not vassals; you have to engage with them, not just work with them; you have to ask and listen, not just talk; and you have to be open: every idea is good… some are just better than others once they’re vetted. Don’t walk away when the going gets tough – that shows a lack of commitment, faith, and loyalty. Set your course and stick with it today.

John Ronald Reuel Tolkien (1892 – 1973): English writer (The Hobbit and Lord of the Rings), poet, philologist, and academic

Actions speak louder than words...

We often take people and things for granted: bad idea. We often treat friends like they’ll stick around no matter what: like they’ll overlook it. We often treat customers that way too: like they won’t abandon us. And we often treat employees as if we’re too busy to stop and talk to them, or help them, or let them know we care: thinking they’ll understand. Friends, customers and employees will stick with you through hard times, but that doesn’t give you a license to treat them badly: do that and you risk losing them. Friendship and loyalty is hard to get and easy to lose, and once lost, it’s doubly hard to get it back. Like many, I belong to several loyalty programs: they all begged me to join and continually tell me how much I mean to them… but after sign up, they think they have a license to treat customers and members like you and me like nothing. There’s a big difference between saying something and doing it: actions speak louder than words.  Connect you words and actions today.

Doe Zantamata is an author, artist, and photographer.

Make amends...

I know that some days are better than others. Leaders are supposed to be even-tempered and act professionally all the time, but let’s face it, managers are people too, affected by life’s ups and downs.  When you get cranky, say “I’m sorry”. When you fail to recognize an employee’s presence or performance, go back and do it. When you get stuck in a rut, let others help you find your way out. When you are down, be inspired by all that is right in your life. When you frown, stop and smile. Today is the day when I think about all the times I wasn’t as good as I could or should have been, and realize the importance of learning from my mistakes. On this day our prayer should be: “please forgive me if I’ve failed to live up to your expectations… I’ll try to do better in the future”. Set things right today.

Naomi R. Wolf (b. 1962): American author, journalist, and political advisor 

Be a role model...

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In the war for talent, everyone’s looking for the perfect candidate. I don’t understand why people think that person’s just going to walk in the door, or that they have to wait until they find him or her. One of my old bosses used to always tell us “perfection is the enemy of progress “, a concept that seemingly takes a long time to sink in to some people. The best candidates, like the best of anything, has to be worked at, and you don’t want to be left without something or someone while that work continues. Take what you get and make him or her what you want. If you want the perfect employee: you have to engage, communicate, train, coach, mentor, observe and react… all the time. That’s why on-boarding should be a long-term process, and continuous learning is so important. So, here’s the deal (and you’ve heard me say this many times): hire for attitude and train for skills. In reality, the person you’re looking for (loyal, consistent, and somebody that won’t quit) is most often a reflection of… the one you help them to become. Be a role model today.

Unknown (b. every day): you could have said of thought this

Trust matters...

I recently spoke to a group of managers from Australia: one asked about training up-and-coming employees for greater roles, and what they could do motivate them to wait until a promotional opportunity becomes available. First, employees must like an organization and want to grow with it: having a good supervisor who cares about and mentors them helps create that situation. Second, their trust has to be earned in lots of small ways: building steadily over time. Third, respect given and gotten is critical: they have to know the people they work for admire their abilities, qualities and achievements. Fourth, communicate often to make sure they know what’s going on: a lack of information can really affect all of these.  If these things are done effectively, these trainees might be loyalty long enough to wait for the right opportunity. Too often, companies train but don’t create the right environment for these four things to occur and employees start to worry they’ve been misled or betrayed. Promote trust, respect and loyalty in your organization today. 

Ziad K. Abdelnour (b. 1960): Lebanese-born Wall Street Financier, Author, Philanthropist, Activist, Lobbyist, and Oil & Gas Trader 

Play your part...

My birthday was yesterday and it got me thinking (again) about that issue of legacy the Rabbi talked about in his sermon earlier this week: at my age I guess that’s inevitable. I’ve tried to play my part the best I could over these so many years: while in hindsight that seems appropriate, it can also leave room for doubt. The trouble is, you can’t go back and redo the past: all you can do is learn from the things you’ve done. At this point I guess it comes down to looking at the composite and seeing if on balance it was mostly good: the little things all blend together and hopefully none of the less than perfect ones mattered.  In reality, there’s nobody else to play the role we’re given: that’s why it’s so important to learn our lines, listen carefully to direction and feedback, and continually rehearse and refine our part. In life, there are no understudies… only coaches, mentors, colleagues, family and friends – and our own sense of right and wrong -  to help us be our best. Play your part the best you can today.

Lin-Manuel Miranda (b. 1980): American composer, lyricist, rapper, singer, actor, playwright and producer

Be yourself...

I remember the first Santana album when it came out during my freshman year in college: a brand-new sound in an era of lots of new musical genres and styles. Bands always try to be unique: that same desire to be different and exceptional is what drives people, ideas, companies, teams, projects, brands and anything else we do or are involved in to become as good as they or it can be. Something that complex has to be planned and nurtured – it can’t be left to chance, and once defined, must be maintained and refined constantly. Those responsible must decide what they want that something to be, and then stick to it. If you want to be special, figure out what that is, tweak it until you’re satisfied, be the best version of you possible, and be confident in your choice. Don’t waffle between what’s you and what’s easy, or what’s right and what’s expedient: you can’t have it both ways. Live up to your aspirations and convictions today.

Carlos Santana (b. 1947): Mexican and American guitarist who, with his band Santana, pioneered a fusion of rock and roll and Latin American jazz

Choose wisely...

Yesterday’s sermon is still on my mind: there’s more than one way to get ahead and it’s important to choose the right path. First,  find something you like: it’s easiest to excel when you love what you’re doing.  Second, make it something you’re good at: try different things to see if you have the aptitude and the attitude. Third, put your heart and soul into it: give it your all and don’t look back. And fourth, act with integrity: be honest and principled. There will always be shinier objects that might look attractive, but, to paraphrase an old Latin proverb, it only seems like the grass is greener on the other side of the road.  Your goal: do what’s best for you without losing what’s best in you. Be true and truthful – understand what’s good for you and make it good for the others your work and deal with. Be wise in your choices, and they’ll reward you appropriately. Be true to your values and beliefs, and let them guide you on your path. Wisely find your best path today.

Bob Marley (1945 – 1981): Jamaican singer and songwriter, and considered one of the pioneers of reggae

Choose who you want to be...

I attended the Jewish New Year services at our synagogue yesterday: as usual, the Rabbi gave a sermon, and this year his theme was about the legacy we leave. He talked about Alfred Nobel, the inventor of dynamite and manufacturer of armaments. After reading a premature obituary which condemned him for profiting from the sales of arms, Nobel bequeathed his fortune to institute the Nobel Prizes: today his legacy is not so much about the dynamite but rather the prizes his fortune continues to bequeath. We often get caught up in our daily cares and lose sight of the person we want to be. Find time to reflect upon the meaning and purpose of our lives, and the thing or things we hope people will remember about us long after we’re gone: like having been a good person and lived an honorable life. Success is something you achieve now; your legacy is the someone you will be forever.  Decide not to be something but to be someone today.

Quote by: Gabrielle Bonheur "Coco" Chanel (1883 – 1971): French fashion designer and businesswoman

Sermon by: Rabbi Bradley Tecktiel