Buyer beware...

I love this time of year… normally. The holidays, family, good cheer… normally. But most people I know are worried this year about the surging pandemic and the uncertainty about whether and how to celebrate. And how it’s getting in the way of their shopping: I read that Black Friday sales in brick-and-mortar stores were down, but that online shopping was up 22%.  As you probably know, there’s a dark side to online shopping: every time you look at or buy something online, internet tracking bots then bombard your email, FB page or other online activities with lots more stuff just like it. So much so, it rattles your brain.  Good thing then that while biology gave you that brain, your life experiences can turn it into a mind, one that hopefully can sort through all the noise and hype and still make good buying decisions.  Full disclosure here: I buy some of the mostly useless or unneeded stuff that’s pitched at me by these internet sales practices. With so many people working from home this year, it stands to reason that, like me, they’re spending some of their work time shopping online. That may be an interesting topic for one of your upcoming staff meetings: comparing notes, exchanging stories and letting your team vent a little about their worries this holiday season, showing empathy for what they’re going through. Just a thought as we continue the holiday shopping season today.

Jeffrey Eugenides (born 1960): American novelist and short story writer 

Keep on truckin'...

Tis the morning after the weirdest Thanksgiving. Like always, I vowed not to eat too much, and just like always, I did. But unlike always, there was no crowd around the table. Maybe on Zoom, but not in person. And like everything else in this Covid-19 year, it was different. We’ve all learned to creatively adapt in so many ways – meetings, school, family gatherings, casual dinners with friends: they’ve all changed in ways we never would have imagined. But it’s okay.  Because we adapt. We keep on changing and go on living. So, the morning after the weirdest Thanksgiving, I’m still, or maybe more, thankful for all that I have: friends, family, health, and the prospect of a new tomorrow. It’s good to go on living today.

Adeline Virginia Woolf (1882 – 1941): English writer, considered one of the more important modernist 20th century authors 

Happy Thanksgiving...

 “It's not what we say about our blessings, but how we use them, that is the true measure of our Thanksgiving.” W.T. Purkiser

Count your blessings today; use them tomorrow as a blessing for others. It’s not what we get or have, but what we give: that is the true measure of ourselves and our Thanksgiving.

 

                    Have a happy and meaningful Thanksgiving today!

 

Westlake Taylor Purkiser (1910–1992): American preacher, scholar, and author in the Church of the Nazarene.

Make sure you care...

My wife and I have been seeing a highly recommended doctor whose practice is so poorly run that we regularly have to wait several hours in dangerously crowded offices before being seen. We realize that Covid-19 may have affected their staffing, but it shouldn’t have cancelled the basic principles of good service… like acknowledging long wait times or being empathetic. This week’s nearly 4-hour wait was the last straw – we walked out and went looking for another doctor. Uncaring service often portends poor quality, and the day any of us settles for less, especially from a medical professional, is the day we will get less. I’ve worked in customer service, so I know that while good service takes training, practice and focus, it’s not rocket science. Doctor’s offices, like restaurants, hotel front desks, airline check in counters, and TSA lines know exactly how many people they can expect at any given time… hey, they book or schedule them, so they know. Given that advantage, making people wait in those situations is especially galling. Whether using actual schedules or trend analyses, businesses and their leaders should make it their business to get this stuff right. Getting it wrong is often less a sign of ignorance or lack of planning than it is a result of not caring. Don’t let your business fall into that latter category today.

Iman Abdulmajid (born 1955): Somali fashion model, actress and entrepreneur, a former muse of several famous designers, and widow of English rock musician David Bowie

 

Know your history to prepare for your future...

In a previous message I mentioned working for the Irvine Company and opening their Resort at Pelican Hill.  That spectacular project’s architectural theme was based on a European style derived from and inspired by the designs of the Venetian architect Andrea Palladio (1508–1580). The types of windows, pediments, and bridges found in that style were studiously followed on that project, but the amenities they provided were the latest state-of-the-art concepts. In any project, it’s good to have a sense of history while looking forward and implementing the kinds of services that focus on today’s customer preferences and expectations. The leadership team on Pelican Hill’s project studiously blended both: that meant being true to the theme while also hiring the right people based on competency models, designing laser-focused training components to prepare the staff for outstanding performance, and using innovative employee relations strategies designed to maximize employee and guest satisfaction. And it’s especially important to communicate this vision to your team and inspire them to connect their goals with yours. It may seem impossible with today’s WFH practices, but Covid-19 won’t be around forever: once it’s behind us, your employees will remember how you treated and lead them during this pandemic and, if done right, they’ll reward you with renewed energy and inspiration. That’s how to look both back and forward today.

Dame Anna Wintour (born 1949): British-American journalist, editor-in-chief of Vogue and artistic director for Condé Nast, Vogue's publisher

Culture matters...

I read recently that Boing received FAA approval to again start flying their new 737 Max airliner, grounded in March 2019 for safety issues that led to 2 crashes. While lifting the grounding order, the FAA said the airplane maker has more to do as it works to improve its safety culture.  Companies big and small struggle to create a culture of excellence, without which, quality and innovation (and in this case safety) suffer. Leaders of every organization should assess their culture, their commitment to it, and ways in which it consistently and effectively cascades throughout their organizations. That takes vision, good planning, disciplined implementation, clear benchmarks and measures, continuous learning, clear accountabilities, personal and organizational integrity, AND effective communications… all of which are the basic tenets and foundations of good organizations. And all of these things have to be in place before any organization can hit its stride: Boeing, as good as they are, lost sight of this. If you want to be innovative and successful, decide what you want your culture to be, ask good questions, be self-critical, and never cut corners.  To recover, Boing used persistence to turn an embarrassing and costly failure into an extraordinary achievement: they went back to basics, ate some humble pie, and re-established a culture of innovation and excellence. Whatever you’re working on – big or small, in the best of times or in these challenging Covid-19 times, be persistent in the pursuit of your goals today.

Matt Biondi (born 1965): Olympic Medalist, Professional Swimmer

Get to work...

As kids growing up in the 50s and 60s, music was a big part of our lives: I got a guitar for my 12^th birthday and have been playing ever since. Playing in bands paid for college and added a whole different dimension to my education: it added inspiration to the world of formal book-learning and taught me the wonder of creating new music while playing music in bands. Later in life, those same skills served me and my colleagues well when opening hotels. There, the drive to find better processes was discovered while working with legacy practices and philosophies: we knew that just because something had always been done a certain way was no excuse to keep doing it, especially if better methods could be discovered. In the mid 80s we had few computers and, as we learned more about what they could do, we began to discover ways to use them to re-invent what we’d always done. And as they say, the rest is history. But time never stands still, and today people are still finding inspiration with what others had created: whether working on-site or from home, people continue to find newer and better and more exciting innovations. Use your time wisely when working – whether in coffee shops or on shop floors; keep your mind open to being inspired by the things you see and do.  The wonders of tomorrow are found in the things we’re doing today.

Henri Émile Benoît Matisse (1869 – 1954): French artist, known for both his use of color and his fluid and original draughtsmanship 

Think about where you're going and how you'll there...

So, here I am writing about imagination and how that can lead to great things, yet the news of the day keeps blaring in the other room about partisan political discord and record-setting numbers of new cases of Covid-19. How can anyone dream of the future or imagine creating new things in this kind of environment? It’s affecting the productivity and creativity of people working from home and on-site, the education of young people, and the sense of security and well-being that we’re all used to and crave. Forget politics and pandemics: fear and fatigue are the real challenges that leaders of businesses, communities and families are dealing with today. With all that’s going on, remember that real people are dealing with these real issues: now is the time to double down on helping them to stay focused on how they can get through each day safely and successfully. Listen to their worries, give them support and empathy, engage them in activities and projects to keep them focused and positive, nurture their hopes, and encourage them to balance their time between work and life. Covid-19 fatigue is real and much as we’d all like to move on, it’s lurking in the shadows. Now’s the time to practice your coaching skills to help re-fire their dreams and imaginations: without that we’ll go nowhere today.

Carl Sagan (1934 – 1996): American astronomer, planetary scientist, cosmologist, astrophysicist, astrobiologist, and author

Imagine something positive...

Okay… enough (at least for a little while) with writing about the pandemic: let me try to again restart focusing these daily messages on topics related to corporate (and personal) values. If these were normal times, I’d be writing this week about the topic of excellence… and imagination is certainly a big part of that. As you may be aware, most of my professional career was spent opening imaginative resorts and I had a front-row seat to watch and work with some great dreamers on those projects. The volcanos, pirate ships, and dancing waters at the Las Vegas projects I worked on were spectacularly imaginative and being around those things was a sure-fire way to make anyone think outside the box: I probably wouldn’t have dared to dream about online applications and paperless systems if I wasn’t in that environment. From first-hand experience I can tell you that imagination is a glorious exercise, and it affords great satisfaction. To look around at the things you’re doing and imagine how some of them could be better, and what advantages that might create for improving efficiency, productivity, and employee and customer satisfaction can be very exciting and motivating. Every one of us, in every business (and in our personal lives too), have countless opportunities to dream about creating improvements. Break them down into bite-sized pieces, study the heck out of all the possibilities, and give one a shot: improvements in the pursuit of excellence are worth the effort.  That’s how great things get done. So, fire up your imagination today.

Paul Thomas Mann (1875 – 1955): German novelist, short story writer, social critic, philanthropist, essayist, and the 1929 Nobel Prize in Literature laureate

R.e.s.p.e.c.t.

In business and life, at work or play, people don’t really have to give you anything. But in business, if you plan well and work hard, people might give you their loyalty as customers or employees: it’s a two-way proposition. And in life, if you play by the rules with a good set of values, you’ll be rewarded with lifelong friends. Customers and friends don’t come easy, so show your appreciation in the things you say and do, and the way you act. Let the Golden Rule be your guide. So, in these excessively dangerous and expanding Covid-19 times, we hope people will give you the respect and act responsibly by wearing a mask and practice social distancing; again, they don’t have to, so thank those that do. And don’t forget those frontline workers in the stores where we all go for the things we need – they probably don’t want to be there now that the virus is surging again. So, thank them too. At the end of the day, nobody has to be kind, caring, trusting and respectful to others so, when they are, acknowledge them. That’s a simple think that can make a big difference. Give a little appreciation today.

Aretha Louise Franklin (1942 – 2018): American singer, songwriter, actress, pianist, and civil rights activist

Here we go again...

In the past few weeks, I’ve been writing about personal and corporate values, figuring it was time to stop focusing only on the leadership challenges of Covid-19. But given this latest surge in cases, it seems like a good time to again focus on this pandemic. Nobody wants to talk about lockdowns but there are more cases now than at any time since last March. Nobody wants to impact jobs and the economy but unless this wildfire-like spread is brought under control that is exactly what might happen. I realize that we’re all tired of doing whatever we thought was needed but it seems those basic safety precautions are needed now more than ever. Politicians can’t enforce safety although some are talking about policing and fining violators; don’t put that on law enforcement. Corporate leaders are best situated to articulate and enforce safety messages that are appropriate for their workplaces: they need employees and customers, and the best way to keep both is to do what business leaders think is plausible.  Because it’s in their best interest. Set your mind right about this and the rest will come naturally; use your common sense and your employees and customers will reward you with their trust and loyalty. Masks and social distancing – where and how they work for your business and situation, are the best ways to flatten the curve again. Set your mind to making that happen starting today.

 

Ray Charles Robinson (1930 – 2004): American singer, songwriter, pianist, and composer. He was often referred to as "The Genius", and was blinded during childhood due to glaucoma

Sometimes you win, sometimes you learn...

Most of us remember a time we were disappointed… at work, in life, while playing games and in other situations. I had more than a few in my 25 years at Wynn, but because there are so many examples that remind us to keep going, I did and I’m sure you did too. Most disappointments are personal and kept inside… but some are so public that they can’t be ignored. Promotions at work are one example: one person gets the nod, and several don’t… but no matter how they feel, the one selected is congratulated by all. I marvel at tennis pros who are out there alone, and teams that get to the final and no farther: it hurts to lose so publicly and yet most shake it off, learn from that experience, and use that knowledge to spur them on the next time. And I can’t imagine what it’s like to run for public office: this year’s presumed Presidential winner got more votes than any before him, and so did the runner up. Mind you, I didn’t say loser. Because in life there are no losers. Those who don’t win today should never let their head hang down or give up and sit down and grieve. They must find another way to continue on, to play another day. Because the next best thing to playing and winning is playing and losing[1]. Think about that today.

Leroy Robert "Satchel" Paige (1906 – 1982): American Negro League (ANL) and Major League Baseball (MLB) pitcher who is notable for his longevity in the game

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[1] From the song “The Lucky One”, written and performed by Alison Krauss and Union Station

Clearly explain expectations...

These sports writers certainly have a way with words and because the business world is filled with sport’s metaphors, this one seems especially apt. Leaders often worry whether the people they hire have the right work ethic and expectations. No need to worry if you have a plan. First – make sure you explain your expectations during the interview process; know what you want to say and clearly articulate it. Second – when you make the job offer, let potential employees know the hours they’re expected to work, how they’re expected to complete their work, and what measures and time frames make up those expectations. Third – during on-boarding, make it a point to engage new hires in discussions about their expectations and yours; encourage them to ask questions and be clear with your answers. Fourth – during the introductory period, give new hires lots of feedback to reinforce your expectations; this is the time when you’re both adding context to previously stated policies and expectations. And fifth – regular employees need on-going coaching to shape their behavior and performance; give them lots of feedback in real time to resolve any misunderstandings. Follow this five-point plan works to make the point – like counting off the fingers of one hand. It’s how you make the point that in life and at work, hard work is the key to success. In that order. Be clear about that today.

Virgil L. "Stubby" Currence (1904-1981): American Sportswriter, Reporter, Columnist and Editor.

 

Finding a good fit matters...

Teams get formed in lots of different situations: we usually think of them on sports fields, but they also exist in neighborhoods and social environments, and at work. And no matter where they are, they work best when the players get along with each other. I recently spoke with a client about a large hiring project they’re planning, and I naturally brought up the subject of hiring for attitude. The good news was they’ve been doing that already and, in their experience, hiring managers look for those who will fit into their culture. They know that they can teach the skills needed more than they can teach a teamwork attitude. Fitting in is a choice people make – to get along or not: that’s not about giving in but rather about getting along. It’s about being open, flexible, honest and humble, and showing that they can and will fit in with and complement others on the team.  It’s fun to work when everyone works well together – that’s in large part the basis for overall effectiveness and customer service. If you’re a leader – look carefully for whether new hires will fit; if you’re a new hire – the best way to learn how to fit in is to watch and listen before you speak and act. And if you’re an existing team member, be a mentor, coach, and role model. Getting along is the most important single ingredient to everyone’s success today.

Finding Theodore Roosevelt Jr. (1858 – 1919): American statesman, conservationist, naturalist, historian and writer, who served as the 26th president of the United States

Measure up...

Every child that played with others heard this quote: parents told it to them every time they left the house. So many things we learned as we were growing up remain with us; those teachings taught us a lot about how we now should run our businesses and conduct our lives. Interestingly, today’s author was a sport’s writer, not an athlete: he was an observer of the game and of life, and wrote about the things he saw - some admirable, others not so much. Truth, like trust and respect, humility and pride, are the values and characteristics we learned as kids and look for in friends, colleagues and team mates: they set a tone for discourse and behavior, in relationships, teamwork, competition… and life. It all comes down to the Golden Rule, which encourages us to treat others the way we wish to be treated. Every day (at home, work and in life) we collaborate with others, compete for standing, stature, and success, and strive to get ahead – those that succeed know how to play those ‘games’ well.  They’re trusted and well-regarded; driven yet humble; respected. Nobody likes to lose or be disappointed, slighted, or ignored, but it happens to most of us more often than we’d like. How any of us respond and rebound are the true measures of our character and become the foundation of our legacy.  Don’t forget the good things your parents taught you… they’ll serve you well today.                                               

Henry Grantland  Rice (1880 – 1954): Early 20th-century American sportswriter known for his elegant prose

Get in shape...

Any way you look at it, this has been quite a year. The pandemic and this Presidential election have been enough to make this an unbelievable year, and it’s not over yet. The first affected all of your plans and your team’s sense of  job security and well-being, and the second probably shook your team’s cohesiveness and working relationships. To help their employees cope with all they’re experiencing, leaders should get themselves in a good frame of mind, first by taking time to prepare themselves mentally, second, by examining all their options, and third, by remembering that employees are their most important assets. Your approach and communications related to these challenging times and issues should be full of empathy and transparency. Executives formulate plans, but line managers are left to communicate them to their employees: make sure these mid-level leaders are included in discussions and planning, and are comfortable with their responsibilities. Keep your messages simple and your lines of communication open, allocate time for the inevitable discussions that will occur, and put yourself mentally in their shoes to better understand their points of view. In these challenging times, what you are thinking is important to your whole team, but the shape your mind is in is what makes the biggest difference of all.  Prepare yourself and then help your team cope with the issues they’re facing today.

Willie Mays  (born 1931): American professional baseball player and member of the Baseball Hall of Fame 

Get involved...

This has been a big week for getting involved. More than 159 million people voted in 2020’s Presidential election compared to 136 million in 2016. But, here’s the deal: in the grand scheme of things, it’s far less important who each voted for than the fact that so many people decided it was important to do so. Our democracy is based on the concept of voting and frankly, it’s a little embarrassing that historically so few have exercised that right. But this year a record number decided to get involved in something bigger than themselves and voted for who and what they believed in. The fact that the total was pretty much divided between the two major candidates in both of the last two cycles is a healthy exercise in our right of self-determination and expression. And we’re all better off for it. Emotions are certainly running high right now, but we should remember that this has been going on for more than 240 years.  Presidential candidates – both good and bad, come and go, and our republic endures. The reputations of each of the Presidents are hotly debated in real time but their legacies ultimately all contribute to the strength of our Constitutional democracy. People can and do get involved in all kinds of things, at all levels: whatever it is you choose to get involved with is all good. Because being involved is better than being apathetic. Find something bigger than yourself to be involved in today.

John Glenn Jr. (1921 – 2016): United States Marine Corps aviator, engineer, astronaut, businessman and politician

Listen to the music...

Many professionals I know learn from things they hear about outside of their work. Case in point: in the run up to both the 2016 and 2020 Presidential elections here in the US, pollsters misread (or were mis-lead about) the voting public’s intent by a significant margin. I guess voters don’t much trust telling their true thoughts or intentions to the pollsters. Extrapolating that to work, employee opinion surveys may similarly be less than accurate, and companies that rely solely on them to learn about employee’s ideas and attitudes may get fooled into believing false narratives and expectations. That’s why effective interpersonal communications – the kind where managers are in the habit of talking and listening to their employees, are the most effective ways of alerting organizations and leaders to what’s really on their employees. Many organizations have started using new survey formats that ask only a single question at a time and thus are able to reliably learn more about those individual issues; when done multiple times a year, these can collectively create more accurate and complete pictures of employee thinking. But again, nothing is better than sitting with people with whom you have a trusting and respectful relationship and talking openly about issues, hopes, fears and suggestions. Emphasis on talking and listening. Because if they trust you, they’ll tell you what’s really on their minds. That’s the best way to hear what’s coming today.

David Bowie (born David Robert Jones) - (1947 – 2016): An English singer-songwriter and actor

Patience is a virtue...

Somebody asked me yesterday who I thought would win the presidential election: my answer – ‘one of them’. I wasn’t trying to be glib: my point was that I hoped a decision would be made by the ballots that were cast, and that there wouldn’t be the need for endless legal fighting and maneuvering. The voting process should produce a winner and I will support that person. Everyone should.  That being said, I strongly feel that leaders at every level – in life, business, and politics, can and should be both empathetic and strong. Period. One doesn’t have to cancel out the other; in fact, they complement each other nicely. Leadership and professionalism are not about being the toughest person in the room; they’re about being genuinely concerned about everyone they’re responsible for, emphasis on everyone. If they’re not empathetic to any one person today, that could extend to you or me tomorrow. You willing to risk that? If not, then demand empathy, concern, and respect from all of your leaders. If they want you to care about and support them, then they have to care about you.  That’s who and what I want to win today.

Jacinda Ardern (born 1980): New Zealand politician who has been serving as the 40th prime minister of New Zealand since 2017.

Every voice counts...

 “Each one of us can make a difference. Together we make a change.”Barbara Mikulski

 

Today is Election Day. Most of us can recall the many presidential elections we’ve experienced: for me, the first I clearly recall was Kennedy vs Nixon.  Every four years there have been momentous decisions at raucous conventions, serious barnstorming campaigns, tense debates, and nail-biting election nights. Every candidate stood for change, and just as many ultimately nurtured the status quo. Kennedy inspired us and Johnson was sidelined by the Vietnam War. Nixon vs Humphrey was the first election I was able to vote in, and the country was tearing itself apart. Since then it’s been Ford, Carter, Reagan, Bush 1, Clinton, Bush 2, Obama and now Trump, with a blur of Vice Presidents and challengers woven in. Every election day has been billed as a monumental referendum on something, but mostly, none of those boasts survived much beyond the swearing in ceremonies. Politics is clearly not the noble profession it once was – partisanship has destroyed the once lofty concept. So, it’s up to each of us to make a difference and together we can keep the incumbent or make a change. Whoever wins today, I’m certain, and impressed, that it will be a record number of voters – that, all by itself, bodes well for and speaks volumes about our democracy. Because America is not about the politicians; it’s about an ideal and a constitution. We the people can and will reaffirm that today.

 

Barbara Mikulski (born 1936): Politician and Social Worker

Make up your own mind...

We make countless judgments each day – about people, situations at work or home, things we’re faced with in life, and so much more: it’s usually wise to wait until all the facts and nuances are considered. Sometimes snap decisions are needed, but that shouldn’t mean they’re made without considering all that we know and can discern. We should judge everyone and everything for ourselves. We’re often called upon to ferret out the truth from all the noise and just because someone says something’s so doesn’t necessarily mean it is. Fact checking is good, but so is common sense and general intuition. Don’t accept things just because you’re asked or told to – be curious rather than quick to agree. If it’s almost too good to be true, or pandering to your base instincts, take a step back and give it the smell test. While this seemingly applies to the politics of today, it’s also true about how we conduct the rest of our personal and professional lives and judgments. Again, when you’re dealing with others, take time to judge everyone and everything for yourself. Or as your Mother may have said: stop and think before you speak and act. Judge things for yourself today.

 

Henry James (1843 – 1916): American author considered by many to be among the greatest novelists in the English language