Catch your employees doing things right...

People often asked how I trained employees to smile – the short answer: I didn’t; they smiled in the interview, so I hired them. The rest of the answer, and story, is more telling. When offering them the job, I explained that because they smiled in the interview, I knew they could, and we'd be looking for it every day on the job. And when they attended orientation, we reminded everyone there that they were all known smilers and should start immediately showing it to the people on their left and right. And then their new supervisors told them they too knew of their propensity to smile and began the routine of reminding and encouraging them to keep doing it. Thereafter, they thanked them every time they caught them smiling. That’s how you hire for and get this or whatever other attitudes you want. After that, you can confidently train for skills, knowing those employees have the right attitude(s). Today’s quoter is spot-on: skills can be taught but character and other innate attitudes are either there or they’re not. If you want your employees to use and display the attitude(s) you hired them for,  say "thank you" every time they display them. Follow this formula if you want your employees to have and display the attitudes you want today.

 

Anthony Bourdain (1956 – 2018): American celebrity chef, author, and travel documentarian, who starred in programs focusing on the exploration of international culture, cuisine, and the human condition

Be effective...

Like many my age, I am aware of the phenomenon of social media influencers… and don’t altogether get it. While Ms. Kardashian's quote is presumably referring to physical fitness, we might want to expand that to many other kinds of personal and professional fitness. Like being fit at being effective. Effective people don't just know what to do--they know why. They have a long-term goal. They have short-term goals that support their long-term goals. In short, they have purpose--and that purpose informs everything they do. For business leaders, that includes (but is certainly not limited to) practicing emotional intelligence effectively, being an effective coach and communicator, being an effective strategist, and continually improving those skills. A leader is responsible for being effective themselves and for the effectiveness of all who report to them, and for continually improving everyone’s individual and collective levels of effectiveness. To do that, they should focus on continuous learning, networking, and so many other initiatives that go into self-improvement. And then practicing what they learn to improve their skills and those of those they supervise. Plan to be fit in every way today.

 

Khloe Kardashian (born 1984): American Media Personality, Internet Influencer, and Model

Don't forget to care...

Just before the lockdown last year we rescued a small 3-legged dog: she’d been thrown out of a car by her previous owner and, after surgery, we were lucky enough to find each other. Like today’s author, she is injured but indefatigable… so we named her Frida. Dogs rescued during the lockdown became inseparable companions to people like us as we sheltered in place, a fancy term for being suddenly and involuntarily shut in. This little dog makes me get out for a 5 mile walk each a day, whether I like it or not, and taught me that social distancing doesn’t mean doing nothing. And now, as I get back on the road with my consulting practice, I am mindful of another of the lessons she taught me this year: “just because something is difficult doesn’t mean you shouldn’t do it”. The airports are crowded, and the planes are full, but that doesn’t mean that we shouldn’t try to make the best of this transition back to a new normal. And even though we’re anxious about this transition, everyone is careful and seems to genuinely care about each other. No matter what, that’s what we’re responsible to do today.

 

Frida Kahlo (1907 – 1954): Mexican painter known for her many portraits, self-portraits, and works inspired by the nature and artifacts of Mexico

Stand by me...

As businesses remained closed during the recent pandemic, their customers were dispersed far and wide, sometimes to other businesses that hadn’t seen them before; those chance meetings became unexpected marketing opportunities. Many of my casino clients were on both sides of this unusual phenomenon and I watched how each reacted and responded in pursuit of customers both new and old. Those with pre-pandemic relationships tried to retain them while those that didn’t tried to capitalize on the chance encounters. They both tried using a multitude of marketing gimmicks, hoping time and reflection would win the hearts and minds of the customers who were caught in the middle. It was a real marketing war, mostly waged with lots of email and text offers. It was a real test of the strength of long-term customer relationships that were unexpectedly interrupted. Who won or lost is less important here than the lessons learned about the value of personal relationships in marketing and the value of face-to-face (or live voice-to-voice) contacts had on the loyalty of customers. Every company runs the risk of customers occasionally kicking the tires of their competitors for a variety of reasons. The bottom line: points and gimmicks come and go but true people to people relationships endure. Double down on your people to people marketing strategies and loyalty programs today.

 

Paul Cézanne (1839 – 1906): French artist and post-Impressionist painter whose work laid the foundations of a new and radically different world of art in the 20th century.

Shake it up baby now...

Relationships can grow stale over time – falling into routines and taking things for granted. This can certainly happen at work: companies make a lot of promises during recruitment and put on a big show during onboarding… but after that it’s just work. Do your job, don’t make waves, and you’ll probably never get noticed. That’s when smart supervisors can upset those habits: say “hi” at the start of every shift, catch employees doing things right, throw in some coaching when needed, and say “goodbye” and “thank you” at the end of every shift. Add emotional intelligence into that mix and an otherwise bland work environment starts to become a culture of engagement. People caring about one another, seeing who can make the biggest impact, wowing customers, creating legendary customer and employee satisfaction, increasing customer and employee loyalty, reducing customer attrition and employee turnover, and making the workplace that special kind of place where everyone wants to be. That all starts when one engaged employee goes against the grain of declining expectations and inspires others to want to make a difference. Be that one employee today.

 

Hayao Miyazaki (born 1941): Japanese animator, director, producer, screenwriter, author, and manga artist.

There's no shame in being truthful...

As people step back out into the hospitality world, the shortage of employees is painfully evident. Hotels don’t have enough guest room attendants to clean rooms; restaurants don’t have enough cooks and servers to prepare and deliver food; casinos don’t have enough dealers to shuffle and deal cards.  It’s the same in retail stores, museums, call centers, and manufacturing plants. Since the news is full of stories about these and other shortages, I think that gives the management of all affected businesses the right (and the responsibility) to be more up-front with customers about their ability to meet expectations. And they should temporarily adjust the services and work they are realistically able to provide. According to my own half-baked survey this week, I watched some customers get angry when nothing was said and, conversely, saw others waiting patiently when the truth was told. Management should stop wringing their hands about these staffing shortages and (1) adjust production and workloads accordingly and appropriately and creatively and, (2) be truthful with their customers about the impacts of these shortages.  This is just one more bump along this road back to a new normal. When these unforeseen circumstances occur, the truth is the kindest thing we can give folks today.  

 

Harriet Beecher Stowe (1811 – 1896): American abolitionist and author best known for her novel Uncle Tom's Cabin (1852); this quote came from her book "The Pearl of Orr's Island"

Don't be complacent...

One of the things I’m seeing as the pandemic’s restrictions are being lifted is a wariness on the part of many employees to return to work. Before the pandemic, employees were mostly content with and loyal to their employers. But last year’s closures and furloughs deeply affected their sense of security and loyalty, to the point that they’re now questioning whether they still feel any loyalty to their previous employers. You’re probably experiencing this if you’re currently trying to fill open positions. In response, business leaders are examining their company’s policies, management styles, and practices to see if they’re relevant and appropriate today. This review should include wages rates and ranges, the need for sign-on bonuses, whether changing pay policies for some creates compression for others, the need for flexible or hybrid scheduling strategies to augment standard scheduling procedures, management’s competencies with using emotional intelligence, and whether your time-off benefits are sufficient to meet people’s changing needs. Loyalties will not be won by being the first to re-open or offer jobs; they will be won by being the best at adjusting to these changing dynamics and needs. Which means getting creative and proving to former and potential employees that you genuinely care about them and their wellbeing and are appropriately responding appropriately. Help former and prospective employee navigate their way back to feeling secure and loyal today. 

 

Carl Stefan Erling Persson (born 1947): Swedish billionaire businessman who was the chairman of fashion company H&M