Poor Performers: Improve or Remove

Chaotic times breed new trends. They always have. They always will. New strategies must be attempted in hopes of reversing negative situations resulting from political, financial, and business influences.

Many of these new trends are very basic in nature while others appear somewhat radical compared to what we have known in the past.

One such trend is emerging from coast to coast across industries. It deals with employees performing below accepted levels. In the past, poor performers were often tolerated for far too long for a wide variety of reasons … seniority, negative image, personal relationships, hope for improvement, legal ramifications, etc.

However, recent local and global pressures have reversed this archaic practice in hopes of increasing productivity and profitability at a time when nothing less can be accepted.

Leadership guru Peter Drucker has long suggested: “If you have a ‘people’ problem, fix it immediately. If you do not have the right person for the right job to begin with, trying to eliminate other job-related barriers is like trying to drain the Atlantic Ocean with a teaspoon.”

Author and CEO Harvey Mackay has learned through many years of experience that “It isn’t the people you fire who make our life miserable, it’s the people you don’t.”

Business consultant, best-selling author (Built to Last and Good to Great ), and lecturer Jim Collins says: “We expected that good-to-great leaders would begin by setting a new vision and strategy. We found instead that they first got the right people on the bus, the wrong people off the bus, and the right people in the right seats—and then they figured out where to drive it. The old adage ‘People are your most important asset’ turns out to be wrong. People are not your most important asset. The right people are.”

Leading authorities agree that the focus of loyalty has changed from the poor performer to those fellow employees who are performing well, customers, and any other stakeholders. The obligation today lies in doing everything possible to improve performance including training, enhancement strategies, expectations, accountability, and consequences. If and when these attempts fail, removal of the poor performer is essential to future success.

Many organizations have avoided having to take such unpleasant actions by perfecting their approach to recruiting, hiring, orientation, and continuous training.

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

Recession Aggression

Recently, I facilitated the first session of a year-long leadership series for one of the largest financial institutions in the state of Michigan. The program was designed for participation by both senior executive members and the entire supervisory staff … in their quest to establish a cohesive leadership team.

We’ve enjoyed a very productive 16-year relationship with this client and have truly enjoyed watching them grow and thrive over the years. It’s been both a pleasure and a privilege to have contributed to that successful evolution.

The decision to conduct a leadership training series at a time when most organizations would choose to diminish such employee education due to nationwide economic pressures is just one of many reasons why this organization continues to grow and flourish.

And so it is with all of those who set organizational goals, create a strategy to attain those goals, align their staff accordingly, view appropriate training as an investment rather than a cost, maintain focus and consistently re-frame their strategy when necessary.

Regardless of the industry, private sector or public sector, regardless of product, service, location or size, you’ll always discover organizations like this enjoying productivity, growth, and success while competitors with less determination and vision continue to struggle and fail.

I don’t understand why these successful cultures aren’t benchmarked by those less fortunate that are struggling with the significant challenges and uncertainties of today’s chaotic economic environment.

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

Customer Service Is a Choice

I travel this country from coast to coast on a regular basis. As a result, I see more than my share of airports, hotels, restaurants, convention centers, retail operations and just about any other type of business which might profit from superior customer service.

As a result, I constantly marvel at the fact that one business in one location cannot communicate the importance of superior customer service to the staff it employs. Apparently the negative consequences of poor service is not discussed any more than the positive consequences of exceptional service.

It’s also apparent that there is little or no focus placed on exceptional service as an expectation. Few, if any, employees are held accountable for the lack of outstanding service and consequences are obviously nonexistent in today’s competitive business environment.

Just when I’m ready to toss in the towel and admit that good service may very well have become a victim of our chaotic national status at the moment, financially and politically, the unforeseeable brightens the horizon and offers promise to all.

I found not only a single business but an entire city which realizes the impact of exceptional service and the role it plays in its future success. I was recently working with a major client in Nashville, Tennessee, during the week in which our two Presidential candidates were in town at Belmont University for their second debate. I was staying at a hotel just a matter of blocks from the debate location and, oddly enough, so was John McCain, Barack Obama, and a great number of radio, television and press people. In fact, thousands of people invaded Nashville for this global event.

Now you might say that Nashville was on its best behavior because it was in the national spotlight. However, I would argue just the opposite. Witness thousands of out-of-towners invade your city overnight, tie up traffic for miles in every direction causing delays of up to two hours, flood every restaurant, hotel, bar, cab, bus, and limo in the city adding stress at every level of the city and see if it’s conducive to great service. Place snipers on the rooftops and agents in the lobbies of hotels and campus buildings and watch the stress levels rise. Add heavy rain, thunder and lighting at the most inopportune time, and you begin to anticipate trouble on a large scale.

If anything, you could almost justify poor service under these stressful circumstances. And yet I found exceptional service at every turn during my entire four-day stay. I also found tremendous inconvenience everywhere due to this rare event. However, I was surprised to find the fantastic level of service actually reduced the many stressors to a very tolerable level.

This exceptional service actually began at the Nashville International Airport. Tootsies Orchid Lounge, a famous honky-tonk bar located in the heart of Nashville, has opened for business at the airport as well. In fact, there are several locations throughout the terminal, and they feature live bands and singers from early morning to late evening. It’s kind of a nice way to be greeted after the tension of a long flight.

As if that weren’t enough, the voices of well-known country stars welcome you to Nashville every few minutes with announcements providing directions or tidbits of local history and attractions. Any airport could do these things, but I’ve only witnessed it in Nashville and Vegas.

That same “welcome” attitude could be found all over the city … cab drivers who acted as tour guides as well as historians, desk clerks who actually asked about your trip, waiters and waitresses who seemed to appreciate your presence, and locals who gladly provided directions and conversation.

It seemed as though the entire city had been briefed on the importance of pleasing every visitor in hopes of having them return again and again. What a concept! Wouldn’t it be nice if employees of every business followed that game plan with that same goal in mind?

Nashville has made that choice and is obviously reaping the benefits. If it can get an entire city to focus on this goal, why do so many organizations struggle to do the same? Let’s hope others follow Nashville’s example before it’s too late.

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

Toys as Mentors

Toy Box LeadershipThis is not a book review. However, there will be a review of this particular book in the next set of ten reviews we add to our website, bringing our total to 190 book reviews.

The book I speak of is Toy Box Leadership (Leadership Lessons from the Toys You Loved as a Child). It recently reminded me of a very valuable lesson I learned years ago and sometimes tend to forget. That lesson was very simplistic, and I guess that’s why it’s so easily forgotten. That lesson: “NEVER ASSUME.”

I guess this is a perfect example of not closing the knowing-doing gap. Most everyone has heard the dangers of making assumptions, and yet most of us do it from time to time. My most recent experience occurred at the Atlanta airport on my way to southern Florida to do a keynote presentation.

Due to weather conditions, I had an extended layover, and the Atlanta airport (Hartsford Jackson International) has a number of great book stores. Therefore, I invested a good deal of that layover time browsing the aisles in search of new titles.

As so often happens, an attractive book cover caught my eye. It quickly met many of the requirements necessary to demand my attention—catchy title, great graphics, and definitive subtitle. Containing only 194 pages and focusing on leadership lessons from a toy box, well, I couldn’t help but make the obvious assumption that this was one of your typical small book rip offs which so often appear trying to cash in on the trend established by financial winners such as Who Moved My Cheese, Fish, and The One Minute Manager.

However, having more than enough time between planes, I ventured on between the covers of this unusual approach to leadership. And I’m certainly glad I did. I was instantly reminded that I should never make assumptions OR, if and when I do make an assumption, I should keep an open mind until I have all the information I need to make an intelligent decision while maintaining flexibility in my thinking as I weigh the pros and cons. That realization alone was well worth the price of the book. I bought it, grabbed a burger, fries and Coke, and got comfortable in the food court as I began an enjoyable and enlightening journey through 194 pages of true revelation.

As is my usual routine, I scanned the table of contents and was duly impressed. I found it to be short, to-the-point, revealing content, enticing my curiosity. Ten chapters are listed, each identifying a particular childhood toy known to everyone. The subtitle of each chapter then identified the leadership trait that is so clearly represented by each toy. The toys included Lego Bricks, Slinky Dog, Play-Doh, the Yo-Yo, Mr. Potato Head, the Rubik’s Cube, the Rocking Horse, Little Green Army Men, Lite-Brite, and Weebles. I’ll save the corresponding leadership elements for my future book review, but I’ll promise you this: The profound principles you’ll uncover in this book will have you believing that the two authors, Ron Hunter Jr. and Michael E. Waddell, are indeed Transformers.

I was so totally consumed by the content of this book, its lively and effortless flow, and its inclusion of nostalgia as a learning tool that I completed it during that layover and the second leg of my journey. Absorbing the content of this particular book allowed my 737 to land 15 minutes before I did! Think about it.

I mentioned earlier that this is NOT a book review. It’s a blatant reminder to me, and I hope to you, that we suffer when we make assumptions. I came very close to missing one of the best books I’ve ever read. This book is a very powerful tool for introducing leadership concepts and principles to our younger generation. However, leaders of every age can benefit greatly by revisiting their childhood to learn the timeless laws of leadership.

One last note. Based on reader response, one of the most popular features on our web site is Words of Wisdom, which shares powerful quotes, in 22 various categories, from the world’s greatest leaders. I share this with you because I was amazed to find a collection of very profound quotes in this book. Each quotation was chosen to support one of the ten leadership principles revealed by the authors. Those readers who enjoy a great quote will appreciate this book like a “kid in a candy store.” Those quoted within those 194 pages produce a “Who’s Who” of leadership excellence from a very wide variety of perspectives.

Each of the following names shared a few words of wisdom to remind me that I should never assume: Admiral Rickover, Albert Einstein, Bobby Knight, Colonel Sanders, Colin Powell, Dale Carnegie, David Gergen, Denzel Washington, Dr. Wayne Dyer, Gandhi, General George Patton, George Bernard Shaw, Prime Minister Benhamin Disraeli, Prime Minister Golda Meir, Henry David Thoreau, Henry Ford, Herb Kelleher, Howard Schultz, Joe Frazier, John Maxwell, Ken Blanchard, Kouzes & Posner, Lee Iacocca, Lao Yzu, Mark Twain, Martin Luther King, Mary Kay Ash, Michael Jordan, Mayor Rudi Giuliani, Mozart, Nelson Mandela, President Abraham Lincoln, President Dwight D. Eisenhower, President Franklin D. Roosevelt, President John F. Kennedy, President Millard Fillmore, President Richard Nixon, President Ronald Reagan, President Zachary Taylor, Ralph Waldo Emerson, Roy Acuff, Spencer Johnson, Stephen Covey, Stephen Hawking, Steve Jobs, Thomas Edison, Tiger Woods, Tommy Lasorda, Tom Peters, Tony Robbins, Walt Disney, Walter Payton, and Winston Churchill.

Pretty good company. Great content. I almost missed it all. This experience opened my eyes to future possibilities.

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

9-11 – This Scar Won’t Heal!

I’m constantly astounded at the timing of events in my life. Maybe it was always like this, but I never took the time to notice it. Now that I’m getting older, timing of certain events seems much more evident to me.

I just returned from working with one of our clients in the Wall Street area of New York City. I must admit that it really didn’t dawn on me that we are fast approaching the seventh anniversary of the tragic devastation of the Twin Towers of the World Trade Center.

I arrived in the Big Apple after the typical flight fiasco that accompanies every trip to NYC. The cab ride from LaGuardia Airport to the Millennium Hilton in lower Manhattan was as long, slow, and hectic as usual, and I arrived somewhat tired and frustrated. I was aware of the fact that my hotel was in the heart of the financial district, not far from a number of tourist attractions such as Wall Street, China Town, Soho, Tribeca, the Holland Tunnel, and the Stock Exchange. I discovered another attraction as I finally arrived at my room on the 30th floor.

After shedding my luggage, I opened the drapes to get a view of the New York skyline. Oddly enough, the first thing to greet my eyes was the Hudson River glistening in the late afternoon sunlight two blocks in front of me. Across the river, I could plainly see the Jersey City skyline, standing proudly on the opposite shore. Within mere seconds, my eyes quickly worked their way back toward my hotel, and I was suddenly confronted with a breathtaking, almost heart-stopping view of a 16-acre hole in the ground commonly known as Ground Zero. It was a total shock to me as I had entered the hotel from a side entrance and had no idea I was so close to this historic site.

As my eyes focused on the scene below, dozens of thoughts went through my mind faster than I was capable of processing them. It was hard to believe that this horrific scar on the face of what is often called the “World’s Capital City” once housed the two 110-floor Twin Towers, World Trade Center Buildings #4, #5, #6, and #7 and the World Financial Center complex.

From my position 30 floors above a densely packed mass of humanity, I saw nothing but dirt, heavy construction, dozens of dump trucks, and a fenced walkway around the perimeter erected to safely allow visitors to pay their respects as they try to comprehend the enormity of the devastation. This is what remains SEVEN years after that fateful morning that changed our lives in so many drastic ways!

The building in which I was standing, the Millennium Hilton, was also moderately damaged and has been repaired and remodeled. However, I tried to imagine what it was like to stand in this large picture window directly across the street from the Twin Towers as they were attacked and ultimately destroyed.

My mind continued to spiral through the many pictures, film clips, and news articles I’ve viewed over the years describing this horrible tragedy. The world watched in horror as approximately 3,000 people died, including 350 rescue workers. The overwhelming majority of casualties were civilians, including nationals of more than 90 different countries.

Three of the seven buildings in the World Trade Center Complex collapsed due to structural failure that day. The south tower fell at approximately 10 a.m., after burning for 56 minutes in a fire caused by the impact of United Airlines Flight 175. The north tower collapsed a half hour later after burning for approximately 102 minutes. 7 World Trade Center collapsed later in the day at 5:30 p.m. after being hammered by debris and fires all afternoon.

1,366 people died who were at or above the floors of impact in the North Tower. According to the Commission Report, hundreds were killed instantly by the impact, while the rest were trapped and died after the tower collapsed. As many as 600 people were killed instantly or were trapped at or above the floors of impact in the South Tower. And most incomprehensible, at least 200 people jumped to their deaths from the burning towers, landing on the streets and rooftops of adjacent buildings hundreds of feet below. All of these facts raced through my mind as I took in the view unfolded 30 floors below me.

As appalling as these facts sound, it could easily have been much worse. Believe it or not, the NIST (National Institute of Standards and Technology) estimated that approximately 17,400 civilians were in the Trade Tower Center complex at the time of the attacks! The vast majority of people below the impact zone safely evacuated the buildings, along with 18 individuals who were in the impact zone in the south tower.

I share this information not to be morbid or to unlock the tragic memories we shared as a proud nation. I do it in the hope that we understand that we can never forget that devastating day and what it has meant to us and the world in the days that have passed. For many years, those majestic Twin Towers, reaching for the heavens, served as a navigational system for New Yorkers and visitors from all over the world, They served as a compass from any point in this enormous metropolis. Today, there’s very little to see, and yet the site nonetheless attracts hundreds of thousands of visitors a year, by even conservative estimates.

I finally managed to pull myself away from that window and made my way to dinner. Later that night, near midnight, I made my way to the street to join hundreds of tourists from all over the world as they shuffled the perimeter of this eerie site of contemplation, loss, reverence, respect, survival, heroism and hope. I can’t describe the emotion in the air that evening, but I can tell you that it could be cut with a knife. At that stirring moment, everyone there was an honorary and very proud American.

New York has resolved to rebuild the WTC, and redevelopment is underway to transform Ground Zero into a thriving union of commerce. Five new towers are scheduled for completion by 2012. However, until that happens, citizens of the world will continue to take advantage of the free walking tour through five exhibits or the one-hour guided tours available for a $10 donation. Ironically, those tours begin on a side street bordering the historic site … a street filled with vendors selling souvenirs, pictures, and replicas of the towers … a street christened LIBERTY STREET.

While this event was tragic and will always be viewed with sorrow and pain, it must be remembered as a lesson never to be forgotten … a remembrance dedicated to the men, women and children who lost their lives; all those who sacrificed their lives; and to all the heroes who responded to the emergency in New York City, Washington, D.C., and a farmer’s field near Shanksville, Pennsylvania, on September 11th, 2001.

We must never forget those 16 acres, seven buildings, 3,000+ people, two towers, and doomed zip code—10048. Take just a few moments out of your busy day and do your part to remember and respect those who lost their lives on that tragic day by viewing the video Where Were You When the World Stopped Turning?

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

Success Is in the Reframe

Last month, I had the privilege of speaking to a group of young people who were preparing to move on to the next plateau in their lives after graduation. On my return trip home from the Florida panhandle, I had a layover in Atlanta. My plane was delayed due to local storms so I grabbed a bite to eat. Like most airport restaurants, they had several TV monitors mounted on every wall. Waiting for my meal, I checked my e-mail on my laptop while glancing at the news headlines on the TV monitor.

For some reason, I happened to catch a commercial from start to finish. I’m not what you would call a commercial-lover. In fact, whenever possible, I fast forward through the majority of them. I obviously didn’t have that option in the airport, and I’m actually thankful for that fact. I watched a one-minute commercial which left me with a tear in my eye, a smile in my heart, and a valuable lesson on my mind.

It was so captivating that I couldn’t take my eyes off the screen. There was a young boy about 7 or 8 years old standing at home plate on a deserted baseball field. He had a big smile on his face and a baseball cap askew on his tiny head. He held a bat on his shoulder with one hand and a baseball in the other. With enthusiasm he yelled, “I’m the greatest hitter in the world,” as he tossed the ball into the air, swung the bat, missed the ball completely and fell to the ground. He jumped up, replaced his dusty hat, picked up the ball off the ground, repositioned his bat and said, “Strike one.”

Again, with enthusiasm, he yelled, “I’m the greatest hitter in the world,” as he tossed the ball into the air, swung the bat, missed the ball completely once again and fell to the ground. Again, he jumped up, replaced his hat, picked up the ball off the ground, repositioned his bat and said, “Strike two.”

Again, with a little less enthusiasm, he yelled, “I’m the greatest hitter in the world,” as he tossed the ball into the air a third time, swung the bat with all his might, and once again missed the ball by a country mile as he fell to the ground. This time he got up a little bit slower, replaced his dusty hat, left the bat in the dirt and sadly said, “Strike three!”

He stood there at home plate dusting himself off with a sad look of shame and disappointment on his face. Then, as the camera closed in on his face, you could see his frown change to deep thought as he raised his eyes to the clouds in the bright sunny sky.

His facial expression quickly changed from deep thought to total joy as he tossed his hat high into the air and screamed as loud as he could, “I’m the greatest pitcher in the world!”

Now there’s a young man who has obviously learned the true value of a simple “reframe.” I wonder how many times, we, as adults, could share that same joy if we’d just put forth an effort to look at things differently … a simple “reframe.”

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

A Culture of Customer Service

In October of last year, I traveled to Nashville to facilitate a Leadership Boot Camp for the good folks at Caterpillar Financial Services Corp. Their world headquarters is located directly across the street from Vanderbilt University, a few blocks from fabled Music Row and, luckily for me, right next door to the exquisite Loews Vanderbilt Hotel. In an earlier blog feature, Creativity Reigns Again, I shared both my delight and astonishment at the level of creativity I discovered upon my arrival at this marbled palace in the heart of Music City.

Last week, I returned to Nashville for another Leadership Boot Camp with managers, supervisors, and Black Belts at Caterpillar Financial. In the spirit of Boot Camp vernacular, I was once again billeted at the Loews Vanderbilt. Although I again savored obvious creativity at every turn, I couldn’t help but notice another simplistic characteristic of their thriving culture — exceptional customer service.

Due to our ever-increasing requests for customer service training and keynotes, I’m always in search of good and bad examples to share with our clients. I found a number of solid examples during this trip but two particular instances, although both very basic, really impressed me.

  1. I arrived on Sunday evening and checked in at a very busy front desk manned by a number of busy but friendly staff members. It snowed all day Monday. Returning to the front desk Monday evening to drop off some mail after my training session, one of the front desk employees casually asked something like: “How are you today?” I replied with a smile and said something like: “Fine, thanks, although I’m a little chilly after that snow.” Typical small talk on my part followed by a shocking comment from the young lady behind the desk. She took my mail, smiled and said: “Today’s snow was simply our way of making you feel more at home with weather conditions like you have in Michigan!” I laughed, thanked her and headed to dinner. However, I must admit I was dumbfounded by her remark. Based on our short interaction at the desk she had no way of knowing I was from Michigan. She obviously had to be one of those at the desk the night before when I checked in and heard my conversation about the weather. That’s paying attention to detail, great listening skills, and better memory than I have. To remember those details the following day is remarkable in my eyes. That employee went above and beyond the call of duty to make a customer feel special. I was very impressed.
  2. Monday morning I left the hotel with a small suitcase containing props for my program. One of the lobby staff smiled, opened the door for me, and asked if he could get me a cab. I thanked him and explained that I was simply walking next door to Caterpillar for a training session. Again, typical small talk. When I returned at the end of the day, that young man was not on duty. Tuesday morning, same routine, same young man, different greeting. This time he smiled, open the door for me, and said, “Another day of training, eh? Keep ’em focused!” I laughed, thanked him, promised I would keep ’em focused, and headed off for another day — amazed and impressed! How many customers do you think that young man sees during the course of a typical work day? Here’s another example of great listening skills, great retention and the utilization of both to impress a customer while making him feel special.

Coincidence? I think not. Far too much evidence to the contrary. However, how do you train someone to react in such a powerful fashion? I don’t think role play can take all the credit, and I doubt if classroom experience alone can have that kind of an impact. Based on what I’ve seen of this organization, I would have to guess it has something to do with the ability to choose the right people, proper training, clear and strong expectations, emphasis on pride, consistent accountability, frequent feedback, and suitable recognition and rewards. Put it all together and you once again arrive at the importance of a strong, productive culture. Just an assumption on my part but these behaviors are very much representative of what I’ve seen throughout this organization.

I wouldn’t describe either of these instances as unbelievable … in fact both took only a moment and were far from complex. However, you must admit that either or both could be considered unique and impressive. Trite? Maybe. Convincing? No doubt! Nevertheless, this is one customer who was impressed, who has shared these positive impressions with others, and who will return to Loews Vanderbilt Hotel as a result of what I consider to be superb customer service. That’s the definition of a raving fan.

Customer service doesn’t have to be expensive, complex, or difficult. Make it an integral part of your organizational culture! Train for it! Expect it! Support it! Inspect it! Discuss it! Reward it! Live it! Breathe it! Reap the benefits!

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

A Beacon of Leadership

As I look back over the decades we’ve been consulting, training and keynoting, it becomes more and more difficult to remember all of the clients we’ve had the pleasure to work with. It’s somewhat of a challenge to identify an industry we haven’t served, which means our client list is indeed diverse. Of course, those clients that most often come to mind are those who were the most difficult or the most pleasant to work with.

We really never know what to expect until we arrive at the event. I recently worked with a client on the west coast. As schedules many times dictate, this event followed closely an appearance on the east coast. That meant that I had a very long flight from coast to coast crossing three time zones, which is always tiring. To add to that challenge, I left unseasonably warm summer weather in the 90s to arrive in Seattle on a cloudy Sunday afternoon to experience a typical rainy day and a temperature of 56. I was fortunate to get a non-stop flight but quickly discovered it was a full flight and I was seated in a center seat, which is always a treat. One of the bathrooms was out of order so I quickly learned the true meaning of a “holding pattern.” I arrived at my hotel feeling as though I made the trip folded up in my luggage.

I managed to get a nice dinner at the hotel, study my keynote content for the following day and get a good night’s sleep. The way things were going, it appeared I was going to need it. I was scheduled to give the opening keynote address in the morning followed by two break-out sessions in the afternoon. The client happened to be one of the largest and most progressive credit unions in the country … Washington State Employees Credit Union. Their financial family includes more than 150,000 members and assets of more than $1 billion. The event was a celebration of 50 years of world-class member service. They called it an ALLSTAR event (All Staff Training And Recognition), and they certainly provided plenty of both.

I went down to the grand ballroom early for a microphone check and met the WSECU leadership team. I was somewhat surprised to see so many of the employees arriving well before the scheduled start of the program. You could almost feel the electricity in the air as they greeted one another and shared small talk. They kicked off their action-packed day with a fantastic catered breakfast buffet for 500! I must admit I expected to meet, greet, and interact with 500 employees and the leadership team. What I found was a family—a real family of dedicated employees who arrived ready to celebrate, have fun, support and praise one another, and continue their journey from Good to Great by maintaining and accelerating their unselfishly high standards. It was indeed a joy to behold! This sincere atmosphere certainly made my job a lot easier.

I was scheduled to speak following their recognition ceremony, which lasted several hours. I don’t think I’ve ever seen a more enthusiastic reaction from employees as they celebrated each others’ years of service and accomplishment. It was obvious that every person in that ballroom felt a pride and sense of belonging as recognition and awards were presented.

This proud team serves 150,000 members from 20 branches in 12 cities. They share a brand promise slogan which is extraordinarily simplistic: “Making Our Members Lives Easier.” I’ve seen hundreds of similar slogans over the years. Such slogans are to be expected. The difference with this group is the obvious fact that they believe it, they strive to achieve it, they’re open to new ways of making it real, and most importantly, they’re doing it! That simple fact is what puts them head and shoulders above their competition and will certainly insure their future growth and success.

WSECU was established 50 years ago by 40 founding Washington State employees committed to the concept of people helping people. One of their first loans was to a member who needed new car tires. Remember their slogan? “Making Our Members Lives Easier.” Now fast forward to today and you realize that they’ve done exactly that for an additional 149,999 members. And that number is growing.

They asked me to speak on “Creative Strategies to Raise the Bar,” which focused on innovation for the next 50 years, as they fully realize the difficult challenge of achieving that next 1% improvement after producing such a consistently stellar performance. There’s absolutely no doubt in my mind that their next 50 years will far surpass the success they’ve enjoyed during the past half century. The evidence is everywhere.

  • They have a dedicated staff focused on the training and development of not only their loyal employees but their faithful members as well. To help improve financial literacy among young people, they have created a free, user-friendly curriculum which they call The Vault. This program was designed to teach the principles of smart money management to young people. Available on CD or by download, The Vault provides teachers comprehensive lesson plans about budgeting, saving and investing, and other financial topics.
  • WSECU employees also are available for guest speaking engagements in youth settings.
  • Each year, WSECU awards more than $40,000 in scholarship funds to members and their dependents pursuing degrees at two- and four-year higher education institutions. They invest in their community.
  • WSECU was named one of the Best Places to Work by the Washington State CEO Magazine.

The accolades go on and on and well they should. This unique organization has created and executed a game plan for success that is almost too simplistic to comprehend. I’m not certain if they would agree with my description of that game plan, but from what I’ve observed through research and interaction with their leadership team and staff members I would say this:

  • They have recruited good people.
  • They constantly educate, equip, and support their employees.
  • They provide expectations of excellence in every aspect of the organization.
  • They recognize and reward employees for their performance.
  • They take care of their employees.
  • Their employees, in turn, make their members lives easier.
  • They have created a very powerful culture and take strides to grow it even more successfully.

I wrote this article not only to salute a fantastic organization that overwhelmingly impressed me. I obviously have selfish motives as well. I hope to provide examples to others of what it takes to cope in a very challenging, competitive and changing environment today. Washington State Employees Credit Union is doing just that. They are demonstrating leadership in ways we seldom see in this country today. They are revitalizing the building blocks that made this the greatest country on earth, and we’ve simply got to see more of that kind of performance if we hope to maintain that title. It all boils down to leadership.

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

Creativity Reigns Again

From the Ozark Mountains to the streets of the Big Apple to Music City USA, the quest for creativity becomes more evident with each passing day. Jim Clifton, CEO of the Gallup Organization, which provides management consulting for 300+ companies says, “To stay competitive, we have to have to lead the world in per-person creativity.” Tom Peters, noted author and professional speaker, addresses the issue of creativity in one of his many best sellers, The Circle of Innovation. He reveals that “the only sustainable competitive advantage comes from out-innovating the competition!”

If this is true, and it’s becoming more apparent every day that it is, why don’t we see more examples of organizations that encourage creativity among their staff members? Why don’t we see more tools, training, and strategies designed to capture the creative juices of employees at every level? While these circumstances are rare indeed, many companies do, in fact, all of the above.

I found this to be true at the Big Cedar Lodge in Missouri, and they reap the benefits daily. Walk the streets in and around Times Square in New York City, and you quickly lose count of the many examples of individual and organizational creativity—from enterprising street vendors to ingenious corporate giants. Again, benefits abound.

During a recent week-long stay in Nashville, our client was good enough to book me at the plush Loews Vanderbilt Hotel. While this exquisite location offers all of the costly perks one would expect from the finest luxury hotel in the Music City, I’ll spare you those obvious details.

However, let me share some very unique offerings which I’m quite sure you won’t find elsewhere. The common thread lies in the fact that a very creative staff was responsible for developing this very distinctive identity … one that is discussed often by those who have been fortunate enough to enjoy it.

As you arrive at the hotel, you’re greeted by a couple of very large, distinct statues. Two obviously proud and ferocious lions guard the entrance. It’s also obvious that they are big fans of Vanderbilt University, located directly across the street, as the statues are proudly draped in colorful football jerseys.

The roof structure above the valet parking area reflects the team colors of various Tennessee sports teams. As you enter the lobby, colorful “welcome” signs are flashed on the floor and walls from spotlights strategically placed among the ceiling art. In the lobby you’ll discover beautifully trimmed grass around the base of trees—all real, fresh, and well manicured.

Before locating the front desk, I found myself standing face-to-face with a very beautiful, colorful and obviously authentic 50s jukebox. A quick glance revealed that it was loaded with all the big hits from every genre (rock/blues/country/oldies). A neatly printed sign invites you to choose your favorite songs, and moments later the entire lobby is filled with music—at no charge whatsoever. That’s unique.

In the spirit of “Music City,” they post attractive plaques in the rarest places and soon have you seeking them out. They use the title or the first few lines of a popular song to represent the area surrounding the sign. The first I discovered in one of the elevators, and it read, “I feel the earth move under my feet — Carole King.” Another elevator plaque read “Love In An Elevator” — Arrowsmith.” They provide free lemonade every afternoon from a large decorative cart in the lobby. The plaque on the roof of the cart reads: “Lemon Tree Oh So Pretty and the Lemon Flower is Sweet — The Kingston Trio.” Nearby they have an old-fashioned shoe-shine stand and a plaque that reads: “Put Yourself In My Shoes — Clint Black.” The sign above the jukebox reads: “TUNES — A long, long time ago, I can still remember how that music used to make me smile! — Don McLean.” Those checking out will find a plaque near the exit doors that reads: “When Will We See You Again? — The Three Degrees.” As you leave the parking lot heading into the street, you pass a large sign that reads: “Slow Down, You Move Too Fast — Simon & Garfunkel.”

They call their restaurant “EAT,” and the name of their lounge is “DRINK.” Pretty straight forward. This has to bring a smile to your face and is a welcome change from the dull names most hotels use.

They name their meeting rooms uniquely as well: “Lyric,” “Melody,” “Symphony I, II, & III,” “The Gold Room,” and “The Platinum Room.” It’s quite obvious you’re in Music City, USA!

In chatting with the night manager, I learned that the staff was encouraged to create and execute all innovations which enhance the stay of their guests. The majority of those examples I’ve shared are a result of the unique culture this leadership team has provided for their people.

I’m certain some of these things may be insignificant to most, but they impressed me a great deal as a guest. I’m very much used to being treated as “just another customer” in the hundreds of hotels I visit each year. The Loews Vanderbilt “team” made me feel very much at home, valued, and even brought a smile to me face. They accomplished this with very little cost, a great deal of enthusiasm and involvement, and a joy in the air you could cut with a knife! Can you say the same about your current staff and work environment?

Benchmark, read and train. YOU can do the same!

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

Gas at 17 Cents a Gallon?

I always find it interesting to drive by my nearest gas station to see if the prices have dropped by 2 cents since yesterday or jumped by 30 cents as it so often does in my state of Michigan. Do you ever wonder how they figure out the cost of gasoline at your neighborhood pump? It’s always so easy to place the blame of high prices on some OPEC country in a faraway desert, but you might be surprised to learn who gets what when it comes to the bottom line.

Due to the fact that I find myself on opposite ends of the country each month, I’m continually surprised at how gas prices differ from one part of the nation to the next. However, when I recently got a look at gas prices around the world, I was astonished at the tremendous contrasts … prices ranging from 17 cents a gallon to $6.65 a gallon. Take a look:

Global Gas Prices Per Gallon

Most Expensive Per Gallon:
London, UK: $6.65
Paris, France: $6.62
Copenhagen, Denmark: $6.51
Oslo, Norway: $6.48
Berlin, Germany: $6.42

Least Expensive Per Gallon:
Caracas, Venezuela: $0.17
Tehran, Iran: $0.33
Riyadh, Saudi Arabia: $0.45
Kuwait City: $0.79
Cairo, Egypt: $0.86

I guess I should be past the point of sticker shock and constant change by this stage of my life. I remember working in a service station in high school. For those of you who may wonder what a service station is, allow me to explain. That was a gas station where you actually got service. Hard to believe, isn’t it? While your tank was being filled with gas, an attendant would actually wash your windows, check your oil, wipe off your lights and license plate, and add air to your tires if they needed it. You got that kind of service regardless of the weather conditions, day and night. You sat comfortably in your car as all of these services were being rendered. Of course, you had to expect all of that. After all, you were paying 28 cents a gallon!

I can remember wondering if gas would ever reach the price of a dollar a gallon in my lifetime! Wow, how things have changed. Today, gas station employees are forced to sit on a comfortable leather stool directly behind the register and everything is calculated by a computer … right down to the correct change. If they ever get hungry, they’re surrounded by enough food and drink, in the guise of a convenience store, to last at least a year. We, as customers, have to pump our own gas, clean our own windows, check our own oil and fill it ourselves if needed, and, should you need air in your tires, today’s stations are more than happy to sell it to you! Air! Then YOU have to march inside to stand in line to pay. If prices keep rising, it won’t be long before you have to pause at the desk of the in-house loan officer in order to pay for a fill-up.

Looking back at my part-time job at the service station, I realize what terrific training that really was. We learned the importance of good customer service, speed, efficiency, product knowledge, use of various tools, and making change. It was a great learning experience and the only leather we ever saw covered the seats of some of the more expensive cars we serviced. Ah, those were the days!

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.