The Heart of Work

by Tom Hinton

When I was a college student at the University of Maryland, I was very fortunate to land a part-time job in the Washington, D.C. area with a non-profit organization that served people with disabilities. My boss was named Robert. Despite the fact that Robert had been paralyzed from wounds he suffered in the Vietnam War, he was a positive and kind person who brought an abundance of excitement and positive thinking to the workplace. Even though he was confined to a wheelchair, Robert never let his physical limitations reduce his spirits. He was always upbeat and motivating. He was a great role model for us.

Robert expected good things from his employees and, in turn, he tried to instill in us a sense of responsibility to the organization and a commitment to give our very best, one hundred percent of the time.

Robert taught me several important lessons about leadership and how to succeed in the workplace. He believed that success in the workplace boiled down to two things --building positive relationships with other employees, and distinguishing yourself as part of the team.

When Robert talked about leadership, he was fond of citing the HEART acronym. He told us if we would lead with heart, we would always be successful regardless of the kind of business we managed or our rank or title. Here it is.

“H” stands for Humility. Never forget to check your ego at the door when you show-up for work. Always share the credit with those that got you there. If you are humble and give your team the credit for a job well done, it’s amazing how many people will want to be part of your team. Another part of humility is admitting you don’t have all the answers. Robert used to remind us that the best leaders solicit ideas and solutions from others because no two people see things the same. It’s just possible somebody else will have a good idea you didn’t think of! By the way, part of humility is acknowledging people for their good ideas. Humility is also putting the needs and interests of others first. Robert reminded us that the best leaders always put their teammates first. Great leaders are accustomed to being served last.

“E” represents Energy. When you arrive at work make sure you bring your best with you. Robert reminded us to put an extra jolt of energy and excitement in our voices when we answered the telephone or greeted a volunteer-member of the organization. He said that we should never forget that the person on the other end of the telephone line might be feeling down or in need of an emotional lift. Try to be the person who brings a little extra positive energy to the office because some people might have forgotten theirs.

Robert also told me that the fastest way to boost workplace productivity and results is to energize the workplace. Create a friendly, positive environment that invites people to give their best and enjoy themselves. Finally, Robert told us that there is no room in the workplace for toxic talk or negativity. Only positive energy would be allowed in his department. That’s why Robert never complained about the weather, the traffic, or his physical limitations. Although he was uncomfortable and suffered some physical pain, he never showed it. In fact, he always celebrated life to its fullest each and every day. Whenever we saw Robert wheeling around the office, we quickly realized that any complaints we had about life paled in comparison to what he had overcome.

“A” is for Abundance. Regardless of the cards life deals us, Robert believed that every person was capable of creating abundance in their life. He was a shining example of this. He took stock of his talents and attributes and did the best he could with them. If Robert awoke in the morning feeling sorry for himself or angry because he had lost the use of his legs, we never saw a hint of this. By the time he rolled into work, he had transformed any frown or physical discomfort into a smile and he was focused on doing the best he could.

Robert also taught us something else about abundance. It had little to do with money or possessions. When Robert spoke about abundance, he would always talk about the emotional aspects of abundance -- the heart and soul of abundance -- our ability to serve others. “The well of abundance never runs dry,” he was fond of saying.

“R” is for Respect. At work, we were frequently reminded to respect the needs of our members and each other. “Every human being deserves respect,” Robert would tell us. He also reminded us that there would be times during the day when someone would call our office and wouldn’t know how to ask for help. Perhaps it was their sense of pride or their inability to face their physical limitations. But, it was very important that we listen to each caller and give people a chance to work through their pain and anger. In the end, Robert reminded us, everyone wants to know you’re their friend; that you care about them as a person. This was Robert’s definition of respect. He understood that human dignity, when reduced to its lowest common denominator, amounted to kindness, caring, and understanding.

“T” represents “Think.” If there was one thing that got Robert hot under the collar it was when people opened their mouths before they put their brains in gear. Robert insisted that we think about what we wanted to say before we said it, and planned what we wanted to do before we did it! He encouraged us to write drafts before we sent a letter. Robert also suggested that we script-out our calls to prospective members before dialing the number so we didn’t get tongue-tied or lost in our thought process. It was good advice.

Robert, who served as a First Sergeant in his U.S. Army company, told us that when you are under fire in a combat situation, you learn quickly to think, or you might not survive. His military training and quick thinking saved his life when his company came under heavy enemy fire for several hours. Despite his wounds, he kept his cool and was able to drag himself and two wounded comrades to safety. His valor earned him a Silver Star. His story was a powerful reminder of why it’s important to train your mind and discipline your thought process so you can react calmly and quickly in any situation.

Twenty-five years later I still use Robert’s HEART acronym. I am also appreciative to have had the kind of boss who genuinely cared about his employees and was willing to give us many special gifts that would last a lifetime. Now, whenever I hear people talk about the heart of work, I think fondly of Robert and the heart he gave all of us who worked with him.

About the Author: Tom Hinton is the author of 10,000 Days: Finding Purpose, Peace, and Passion for the Rest of Your Life. Tom is a dynamic and inspirational speaker who helps his clients achieve personal growth and life balance. He can be reached at tom@tomhinton.com

Three Ways to Get Better Results in Your Life

by Tom Hinton

Seven years ago, I began my work day like most people. I woke-up to an alarm clock, showered, dressed, ate a fast breakfast, and made a mad dash to my office to beat the morning traffic. Once I arrived at work, my day was consumed with emails, phone calls, and everybody else’s “to do” list. On most days, I had to stay late just to get my assignments completed. Life wasn’t much fun so I made some major changes.

In 2001, while waiting to address a business conference, I heard another speaker tell the audience, “To succeed in business, you need to transform yourself. Then you can change your business from the inside out.” That thought stuck with me and, after a few weeks, I began to ask myself, “How do I transform myself?”

I stumbled upon a simple, but effective, three-step process that I’ll share with you so you can start getting better results in your life.

1. Ask Yourself What Works and What Doesn’t Work in Your Life?
If you’re really honest with yourself, this can be a very powerful question that sets you free and lifts some burdens off your shoulders. In examining my own life, I discovered several things that weren’t working for me. For example, I did not enjoy managing people. Once I set confronted my ego, I realized that while I’m a good manager as well as a fair and considerate boss, I did not excel at administrative duties, solving human resource issues, and hiring/firing people. Others, who were trained in this area, could do a much better job than me. I also came to the realization that when I spent my time writing, speaking, and creating new products and services for our company, our revenue jumped. So, I transitioned out of the administrative role and hired a capable person who could perform all those functions much better than me -- and, she enjoys doing the work! Now, I’m free and I don’t have to get involved in the day-to-day administrative corporate issues.

2. Devote Your Time to Doing Those Things You Love to Do.
I’m sure you’ve heard the old expression that “the best work in life is doing those things you love so much you’d do them for free; except, you’re good enough to get paid for doing it!” If you are not engaged in fulfilling work that you truly enjoy, begin today to make the transition into something that excites you and keeps you mentally and physically healthy. It’s a sad commentary on our society that fewer than 20 percent of working people love their job. How unfortunate. Consider all the human talent that is being squandered because people are working at jobs that really don’t like. How much more productive could we be if we just quit and started doing something that we felt passionate about? Imagine how much happier the world would be!

I have a good friend who told me, “Life is too short to waste your days doing something that you really don’t want to do.” My friend’s statement pushed me to take action and start doing the things I love to do. When I share this statement with my workshop participants, several people respond by telling me, “I can’t just quit my job. I need the income!” Others react by asking me, “Well, what would I do? Where would I live?” While these are valid questions and concerns, I believe they are the ego’s way of holding you back. Our egos only operate out of fear and love. Our ego isn’t interested in the here-and-now; it’s only interested in the past and the future because that’s how our egos control our behavior and actions.

However, if you listen to your Inner Spirit and allow yourself to transform your dreams from wishes to reality, you will find a way to start living your dreams. But, you must first let go of your old ways and habits. Your old habits and predictable life patterns are holding you back from discovering new possibilities.

Some of the best advice I ever got was from a coach who told me -- when I asked him whether or not I should accept a new job -- he asked me, “What’s the worst thing that could happen to you if you accepted the new job?” When I told him that “getting fired after two months would be the worst thing that could happen,” he then asked me, “If that happened -- if you got fired after two months -- what would you do about it?” I thought about his question and replied, “I’d go get a new job!” He just nodded and asked me, “So, what’s all the fuss about? Go for it!” I did and everything worked out just fine. I realized my ego was trying to hold me back by using fear and uncertainty to keep me in my current job. Fortunately, I listened to my Inner Spirit’s counsel and made the move to a new career path. And, all was well.

3. Have the Courage to Take a Few Risks in Life.
This leads me to the third step, taking risks. There’s a delightful new book series entitled, 1,000 Things to Do Before You Die. It’s about taking control of your life and visiting places around the world, doing exciting things, and living a life worth remembering. But, of course, first you need to be motivated or inspired to take action.

I understand you might be the kind of person who needs to summon up the courage to get off your sofa and venture outside into the unknown. That’s okay because most people are just like you. But, if you never take any risks, you’ll never know what it was like to really live! I’m not suggesting that you should bungee jump off the Golden Gate Bridge, but, you might want to actually go someplace other than sit at home or drive 200 miles to your sister-in-law's house on your next vacation! You might think about taking a cruise or visiting a national park, or treating yourself to a weekend spa experience. I guarantee you’ll never be the same! As Albert Einstein said, “Once your mind is stretched, it will never return to its original dimension.”

Oh yeah - one other thing. For those of you who are tightwads and don’t want to spend any money on yourself -- well, just remember this. You may as well live a little because you can’t take it with you!

About the Author: Tom Hinton is the author of 10,000 Days: Finding Purpose, Peace, and Passion for the Rest of Your Life. Tom is a dynamic and inspirational speaker who helps his clients achieve personal growth and life balance. He can be reached at tom@tomhinton.com

CarMax: Putting the Fun Back Into the Car-Buying Experience

by Tom Hinton

On New Year’s Eve morning, I found myself at CarMax in San Diego with my 21-year old daughter, Megan. We were shopping for a car that I had promised her a car as a college graduation gift and she was ready to cash-in her chit. After visiting the annual auto show, she had narrowed her choices to either a new Honda CRV or a pre-owned Lexus RX 330 just like one of her college roommates owned. “Her dad must be a wealthy tycoon,” I told Megan when I learned about her roommate’s choice of transportation. “Well,” my daughter replied coolly, “they do live in Rancho Santa Fe.” I quickly got the feeling I was being taken for a ride by my eldest daughter. You see, Rancho Santa Fe is the zip code of Zillionaires! But, then I took three deep breathes and decided there was no harm in looking. So, off we went to CarMax.

Now, I should probably confess something here-and-now about me and cars. I like cars, but I do not like the car-buying experience at auto dealerships. In fact, I abhor it! In thirty years of buying cars, I have never had a positive buying experience at an auto dealership. For me, it is a demeaning and manipulative experience in which you are pushed, pressed, cajoled, and subjected to every under-handed sales tactic known to mankind by unscrupulous men in sunglasses with greasy hair and unkempt moustaches, who wear plaid sports jackets with clip-on ties and white socks. I would rank my car buying experiences just below falling off a cruise ship in the middle of the Pacific Ocean; or, accidentally locking myself out of my hotel room at midnight without any clothes on. It’s that bad!

Now that I’ve got that off my chest, let me share my experience at CarMax. A good friend of mine, who is always on the lookout for interesting topics and articles that I can write about, told me about CarMax and suggested I visit their San Diego operation and write a story on their superior customer service and sales experience. My friend had a very positive experience there and he thought it merited my consideration. He gave me the name of the store manager and encouraged me to drop-in and talk with him. I filed it away as a possible idea but never acted on it.

Scroll forward eight weeks when my daughter asked me to accompany her to CarMax so she could look at a few cars she had identified on their website. Megan had done her research on the CarMax website and found five vehicles she liked.

We arrived at CarMax about 9:00 am and were promptly greeted by a friendly, professionally-dressed young man who paged the store manager at my request. Todd Blackwell, the Location General Manager, quickly appeared, and greeted us warmly. I explained the reason for our visit and Todd suggested that Megan spend some time with Elena, another pleasant CarMax salesperson, who could show Megan the vehicles she had identified in her web search. Elena had joined CarMax just six weeks earlier and referred to herself as a “refugee of the depressed California home mortgage business.” It was obvious she was enjoying her new career with CarMax and she developed a positive rapport with my daughter. I took the opportunity to ask Todd about the company and how business was going at his new location.

The CarMax lot in San Diego was expansive with hundreds of pre-owned cars. I was impressed by the fact that CarMax had transferred one vehicle from their Orange County location to San Diego so that Megan could test drive it. I was already impressed with their pro-active customer service and sales management process. It was unlike my previous car buying trips, and that was a good sign!

Todd explained that CarMax was in business to sell cars, not to haggle over price. So, there was no negotiating or sales pressure. The sticker price on the side of each vehicle was CarMax’s sales price. Take it or leave it. Todd also explained to us that his sales managers made the same commission on a Lexus that they would make on a Mustang or Honda Accord. His point was that CarMax’s commission structure allowed their salespersons to sell me the car I wanted to buy instead of pressuring me into a vehicle I couldn’t afford or didn’t really want. There was really no incentive for a CarMax salesperson to up sell me. I liked the concept. I was pleasantly surprised because the process unfolded just as Todd had told me it would. I began to relax and let my guard down.

In my research, I learned that CarMax was a Fortune 500 company and one of the Fortune 2007 "100 Best Companies to Work For.” That explained the well-groomed, articulate, and friendly employees I encountered. Todd told me CarMax was the nation's largest retailer of used cars. With headquarters in Richmond, Va., CarMax has 88 used car superstores in 41 markets. CarMax also operates six new car franchises, all of which are integrated or co-located with their used car superstores. Management must be doing something right because during the twelve month period that ended August 31, 2007, CarMax retailed 358,777 used vehicles and sold 220,715 wholesale vehicles at their in-store auctions.

While Todd and I chatted amid rows of pre-owned cars, Megan was busy inspecting several Lexus Rx vehicles with Elena. I learned something interesting that morning about how a 21 year-old women goes about evaluating the car she wants to buy. First, the exterior color has to be just right. Then, the interior color must be a good match. Finally, when she opens the car door and sits in the driver’s seat, her focus goes immediately to the radio, CD player, navigational system, and all the other bells and whistles she can find. The more technology, the more impressed she is with the vehicle.

As I watched this fascinating process unfold, I realized how much things had changed in seven short years when I last bought a car. I was both humored and horrified as Megan exclaimed to Elena that she “loved the car!” Trapped in the old school philosophy of car-buying tactics, I remained quiet and didn’t show any emotion because I didn’t want Elena to reel me in, hook-line-and sinker! Secretly, I found the Lexus Rx 330 to be a solid car with nice design lines and an outstanding crash rating. These are the kinds of things a father considers. The Lexus Rx 330 drove smoothly and handled the road exceptionally well. In reviewing the maintenance report with Todd, we learned the car’s brief history and discovered it had been well-maintained by its previous owner. With 36,000 miles on the odometer, it was hardly used and it sparkled like a new car. Megan wanted to buy it!

At this stage, I was relegated to the role of a bagman. Elena was dealing with the future owner and, respectfully, she knew I was simply along for the ride -- and to write the check. That’s what dads are for, right? So, I let Megan go through the purchasing process including the part where she got to complete the financial forms, credit application, and the DMV paperwork. I wanted her to know how painful it was to buy a car. But, fortunately, thanks to the CarMax team, it was actually a pleasant experience. In fact, I was surprised that CarMax had taken a traditionally adversarial experience and turned it into a pleasurable one.

Megan was all smiles and dutifully completed the few forms and paperwork as she and Elena chatted about school, careers, hair styles, and everything else women like to discuss.

Two hours later, Elena and Megan hugged each other good-bye as she handed Megan the keys to her new (pre-owned) Lexus Rx 330 and reviewed with her certain features of the car. Then, she hugged me, thanked me for being a great dad, and wished us a safe and happy new year as we drove off into 2008! I’m still recovery from the shock of experiencing my first positive car-buying experience thanks to CarMax. The car payment shock will follow in a month!

About the Author: Tom Hinton is America’s Expert on Business Excellence. As a business author and consultant, Tom helps his clients create a culture of excellence in the workplace. He is a popular speaker at conferences and corporate events. He can be reached at tom@tomhinton.com

How to Get Motivated and Stay Positive Every Morning

by Tom Hinton

It probably comes as no surprise that very few people wake-up feeling energized, invigorated, and positive. In fact, studies show that most people are grumpy and irritated in the morning. Furthermore, most people require their daily fix of caffeine or some other stimuli before they can even manage a smile or “good morning.” This got me wondering… why is it? Why aren’t people more positive?

While there are many reasons, I’ve whittled the list down to three primary causes as to why people begin their day feeling blah instead of great! If you’re among the “Blah Crowd” (and that’s not meant as criticism), ask yourself which one of these three reasons best describes your attitude or mindset when you wake-up in the morning?

1. I Can’t Get Motivated. Maybe it’s your tough commute to work, or the frost-coating on your windshield, or the fact that you partied late last night and you just can’t face that 6:00 am alarm clock. Perhaps, you just hate your job, or your boss is a jerk. These are all valid reasons why so many people would rather stay in bed than rise and shine!
2. I’m Not a Morning Person. I know people who don’t function before 11:00 am. They’re just not morning people. They enjoy staying up late into the night to read a favorite novel or watch the Late, Late, Late Show. And, beware! If you approach their office before lunch time, they might bite your head off or appear to be heavily medicated.
3. Life Sucks. If today represents “more of the same,” and you’re facing the same, old tiring routine, it’s understandable that you probably won’t be very excited about getting out of bed and jump-starting your day. I think this is the major reason why most people have the morning blahs. When life is dull, people are prone to be unmotivated and uninspired.

This is reality. If you can relate to any of these scenarios, perhaps it’s time to ask yourself an important question: What can I do to change my situation and start living the life I really want to live?

Here are three “triggers” -- as I call them -- you can use to change your life and start living the life you really want to live. I recognize that these are small triggers, but, nevertheless, they are significant steps you can take to get yourself motivated and ready to accomplish good things! See if they work for you and help you start living the life you really want to live.

1. Change the Way You Begin Your Day. It wasn’t too long ago that I relied on an alarm clock to shake me out of bed. No more! I made the decision to change the way I begin each day by becoming a morning person. I did away with alarm clocks and programmed myself to awaken each morning at 4:45 am. It wasn’t easy because, frankly, I wasn’t a morning person. But I made the conscious decision to change certain habits and patterns in my life in order to achieve better results. This is why I decided to get up early, exercise, and tackle my toughest daily goals before 7:00 am. It took me about two months to make this adjustment, but now, I am a morning person and I am accomplishing much more than before. By the way, it also helps me beat the morning traffic. My stress level is lower and I smile a lot more!

2. “BAG IT” Every Morning. Before I bounce out of bed, I take two minutes to complete the “BAG IT” Exercise. This wonderful exercise is something I learned from The Course of 10,000 Days™. Here’s how it works. The “B” is for Blessings. What three blessings do you have in your life at this very minute? The “A” is for Accomplishments. What three things did you accomplish in the past 24 hours that you can celebrate and feel good about? And, the “G” is for Goals. What are three goals you will set for yourself this morning and complete today -- so when you BAG IT tomorrow morning, your Goals become your three Accomplishments?

3. I Read my Affirmations. Now, before you yawn and tell me affirmations are old school and don’t work, hear me out. I can tell you based on my personal experience and my work with hundreds of coaching clients that affirmations are not only a very positive force, but they do work.

In fact, when you recite your affirmations repeatedly, your mind listens and begins to believe what you are saying. Affirmations are simply positive mental statements that you believe in. This is a key point, of course. You must believe in what you are saying. It doesn’t matter how you will accomplish something; it only matters that you believe it can be accomplished. The key to Affirmations is this: you are training your mind to think positive thoughts while focusing on what you want to achieve in your life. The “who, what, when, where, and how” is not important at this moment. Every time you affirm something that meets the “S-M-A-R-T” test, your mind begins to conjure up ways to make those affirmations a reality. The “S-M-A-R-T” test is something I learned years ago from Dr. Ken Blanchard. It’s an acronym that stands for Specific, Measurable, Attainable, Relevant to your life goals, and Time sensitive (a deadline must be stated to achieve your goals). Here’s an example of a goof affirmation: “I am a healthy person who eats healthy foods, exercises daily, and takes excellent care of my body.”

So, tonight I expect you to program your mental alarm clock and start waking-up on your own. Okay, you might want to set your alarm clock just in case you need a few days to get it right. But, seriously, the only way you will get motivated and stay positive is if you choose to change certain outcomes in your life. This is the only way I know of that you can begin to live the life you really want to live!

Email me and let me know how it goes for you.

About the Author: Tom Hinton is a popular speaker and the author of 10,000 Days: Finding Purpose, Peace, and Passion for the Rest of your Life. For more information, please visit: www.tomhinton.com He can be reach at: tom@tomhinton.com

New Year's Resolutions, Football, and Politics

by Tom Hinton

With the advent of the New Year come resolutions, football playoffs, and political primary campaigns. Here are a few optimistic thoughts on each of the above items as we enter 2008.

Each year, between Christmas and New Year’s Day, I update my Success Plan of Action and set forth my goals. I won’t bore you with my goals, but I can tell you that my plan is based on the goal-setting model laid out in Napoleon Hill’s classic best-seller, Think and Grow Rich. It was written in the 1930s and remains once of the greatest self-help books ever written. I recommend it to you. I also recommend you adopt Hill’s goal-setting plan as I have done. It really works. Of course, you have to do three things to ensure success:

1. Develop a sound plan
2. Review it twice a day (as Napoleon Hill recommends)
3. Believe in it and stick with it.

Like many of you, I remain committed to shedding a few pounds. But, in 2008, I am going to do three things to ensure I achieve my weight reduction goals:

1. I am going to exercise for 40 minutes four days a week. This includes vigorous walks of one mile or more, regular visits to the health club, and pumping air in my Beach Cruiser tires and riding it around the neighborhood! In other words, I need to move my bones!
2. I’m reducing the amount of food I eat each day. I don’t plan to starve, but I am cutting in half my calorie consumption. This includes less bread and less dairy products.
   
3. I’m reducing my sugar and salt in-take. This means salt-free meals and less alcohol. I will drink a glass of wine twice a week. I know that eliminating desserts will be tough, but I can do it.

With the college bowl games finally exhausted, my focus has turned to the NFL Playoffs. Can anyone stop the New England Patriots? So far, they’re perfect at 16-0. I’d like to see the San Diego Chargers go all the way, but they'll have to get past some great teams including Indianapolis, Dallas, and Green Bay -- not to mention the Patriots, of course. But, a football fan must have hope! "Tis the season.

Speaking of hope, the American political system has gone completely crazy by advancing the Iowa Caucuses and the New Hampshire Primary by a full month! What are these people drinking? It’s too much, too soon for most Americans. I was hoping to enjoy a quiet, wintry January before I had to focus on another presidential election. But, given the fact we are knee-deep in the political primary season, let me share some thoughts and observations.

I hate to admit it, but when it comes to political rhetoric, I’m a skeptic. I discovered long ago that most politicians will say anything -- and I mean anything -- to get elected! Then, once elected, they flip-flop on their positions and simply do as they please while ignoring the will of the electorate who put them in office. Such is life. The 2008 crop of presidential candidates isn’t much different in my book.

However, I must admit there is one person who held me spellbound as I listened to her speak the other night during a campaign rally in New Hampshire. Ironically, she is not a candidate. But, she’s married to one. I’m referring to Michelle Robinson Obama. I knew she was well educated (PrincetonUniversity and Harvard Law School) and a capable, articulate, and attractive woman. But, I had never heard her speak at length before. She was captivating as she told a Town Hall meeting about her childhood on the south side of Chicago, her father’s strong blue collar work ethic, and her mother’s dedication to raising her children with high dreams and self-confidence. Michelle Obama also talked about her frustration with America, and in particular the American voters, who say the want "change," but then, are unwilling to step-up and make the necessary sacrifices in order to make change happen. Wow! She punched me right in the gut and it felt good! No bars hold with this articulate 43-year old mother of two. She’s tough, frank, and truthful. What a refreshing message. It sure beats the rhetoric I’ve been hearing from all the candidates on both sides of the aisle.

Regardless of one’s politics, it’s nice to hear someone stand up on the stump and tell it like it is. I was inspired by Michelle Obama, and it caused me to ask myself, “Hey, if Barrack Obama was smart enough to marry Michelle, I wonder if he’s smart enough to lead the United States of America in a new direction at a time when we desperately need innovative leadership?” We’ll see.

About the Author. Tom Hinton is a business author and popular professional speaker who serves as president of CRI Global, LLC. He can be reached at tom@criglobal.com. Visit www.tomhinton.com for more information on his programs and services.

New Year's Resolutions for Everyone Except Me!

by Bill Kalmar

Now that I have your attention, let me explain. This year I will enter a very special age group, namely, those people eligible for Medicare. The magical age of 65 provides one with certain mystical rights—Medicare benefits, of course, which means we’ll be swimming in extra disposable income. Yeah, right! And how about another increase in social security benefits without having to endure a performance review! And most importantly, the removal of all vestiges of political correctness, as if that ever encumbered me!

An added benefit is moving into the 65–69 age group for competing in sporting events or, as it’s sometimes referred to as “65 to death.” For those of you who may be runners you know that I will now be the youngest in a group of runners vying for prizes given only to the first three finishers in each age group. Not that this makes for a significant advantage because in my last 10K (6.2 mi) race, I was roundly beaten by a 72-year-old. I wonder if he passed the drug test.

In any event, I no longer have to make any New Year’s resolutions because changes to my lifestyle at this juncture could be injurious to my health, well being, and mental acuity. For me to make any personal resolutions would be a waste of time and thus I’m making them for all of you. Just chalk it up to senility.

Here’s what I’m proposing for 2008:

• I resolve that all wait staff in restaurants pay attention to me while taking my order and quit looking around to view other activities that may be going on in the restaurant. If I’m not the center of attention then perhaps my waiter should extract the tip for my meal from the people he or she is so attracted to. Is it too much to ask that the wait staff at least appear to be focused and interested in providing me with exceptional customer service?

• Speaking of restaurants, I resolve that all establishments serving food leave the hot water valve on in the restrooms. How many times have you encountered a restroom sink that only has cold water? I have a confession to make in that regard. On a regular basis when I discover a lack of hot water, I instinctively reach under the sink and turn on the hot water valve, which inexplicably has been turned off. On some occasions, I have even used my handy Swiss Army knife to override the system. How the wait staff washes their hands with cold water is beyond me. So next time you visit a restroom at McDonalds, Wendy’s, or Burger King and the water is hot, you have me to thank for it.

• I resolve that all phone calls I make in 2008 don’t contain the message: “For quality purposes this call may be recorded or monitored by a supervisor.” Do we really believe that someone is hired specifically to listen to phone calls all day? At one point in my career I managed a customer service telephone area and we found it just as effective by practicing “management by walking around” and overhearing the representatives rather then listening to reams of recorded messages at day-end. If there is to be a phone message I recommend that it be: “For truth of disclosure purposes, this call is not being monitored because we’re tired of fooling you to make you think that it is.”

• I resolve that when executives are released from an organization the words “Leaving to devote more time to other activities and family” be fully explained. What are those other activities and what does his or her family have to say about the executive's sudden arrival on the home scene? Is the family happy and content or would they rather the executive just focus on those “other activities.” Just when you thought you have heard all the reasons for someone to depart an organization try this from global chief growth officer Thomas Hernquist who spearheaded Hershey Co.’s premium and dark chocolate portfolios and who resigned from the company effective December 31. Hernquist said he intends to work on ventures that “leverage strategic consumer insights.” Wow! That is just too cerebral for my soon to be 65 year old brain! Why couldn’t he have just said that he was pursuing other activities? Or my favorite: “Leaving so I can function in a jerk-free environment.”

• I resolve that the words “merger of equals” and “synergy” be banned from business jargon forever. We all know that there is no such thing as a merger of equals—Daimler-Chrysler certainly proved that. In a merger there is always one dominant party and thus synergy means “We will look for ways to combine our processes but ultimately we bought your company so our processes will be used.” If that sounds cynical on my part, I think it’s also realistic. I, along with many of you, have been through mergers and frankly none have been pleasant. So for 2008 let’s substitute the words “Full court press take no prisoners buy-out” for “merger of equals.”

• I resolve that when organizations release staff because of the company’s desire to “go in a different direction” that new “direction” or strategy should be spelled out to the remaining staff and the shareholders. What if the new direction is contrary to the expectations of those who will now have to implement it?

• I resolve that all meetings start and end on time. In that regard, let me share with you the thoughts of two captains of industry on being punctual. First, Bob Iger, President and CEO of Walt Disney:“Meetings need to start on time. I’m zealous about that because my day needs to be managed like clockwork. If people are late for meetings, the meetings tend to go late, which throws off my agenda thereafter. I frequently start the meeting even if all the people expected to be in attendance aren’t there. I don’t need to say to people, ‘Be on time’, they know.”

And this from Simon Cooper, president and chief operating officer of the Ritz-Carlton Hotel Co.: “I’ve always believed that if you’re late, it says something about the lack of value you have for other people’s time. Being on time for all meetings is the best use of time in the workplace. I hope I’ve instilled that in my staff. I certainly embarrass them if they’re not.” That pretty much sums it up for me. One other comment and that is at the end of a meeting if someone leaves without an assignment that person wasn’t needed at the meeting and shouldn’t be invited back for subsequent meetings on the same topic.

• I resolve that all establishments that imprint a survey request on receipts provide me with on the spot reimbursement for completing the survey. Over the years I have completed surveys for every department store, coffee shop, bagel store, and sundry other establishments without benefit of a thank you. Sure the receipt indicates that I have been entered into a drawing for $5,000 but I doubt it. Just the other day I asked the Barista at a local coffee shop if he was aware of anyone who had ever won a cash prize by completing a survey and of course the answer was a resounding “No.” So from now on, I want a free coffee or bagel for completing the form.

Well, those are just some of the resolutions for all of you for 2008. If I sound like the fictional deranged character Howard Beale from the movie Network when he said, “I’m as mad as hell, and I’m not going to take it anymore,” so be it. At my age I think I’ve earned it and, yes, I am feeling a bit deranged from service expectations not being to my liking especially when it comes to hot tap water in restrooms. Does Medicare cover my idiosyncrasies?

Just so you don’t think that I’m bonkers, I want to make one resolution of my own. That is that you the readers of QualityInsider continue to invite me into your offices and homes for another year. I thoroughly enjoy the relationship with the experienced and professional staff of the publication and how they make me look so good each month. I also resolve to provide you with some thoughts on quality and customer service and other pertinent topics that hopefully you will find interesting, informative, and perhaps even humorous.

Now time to retreat into my ice-covered hammock. If some of my resolutions have left you perplexed and troubled just keep in mind the words of comedian Joey Adams when he uttered: “May all your troubles last as long as your New Year’s resolutions.”

About the author
William J. Kalmar has extensive business experience, including service with a Fortune 500 bank and the Michigan Quality Council, of which he served as director. He has been a member of the Malcolm Baldrige National Quality Board of Overseers and a Baldrige examiner. He’s also been named quality professional of the year by the Detroit Chapter of ASQP. Now semi retired, he’s a freelance writer for the Detroit News; writes a monthly column for Mature Advisor newspaper; is a mystery shopper for several companies; is a frequent presenter and lecturer; does radio voice-overs; and competes in duathlons.