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