Afraid to Acknowledge?….Leadership Style Part Two

My daughter Nikki has been in sales since birth. At three years of age she would stand in front of the fire place holding court to all who would listen, valiantly trying to convince us of what seemed like some great observation in her life. Her challenge was that she had not yet learned to form words, only childlike babble. This did not slow down her passion or zeal. With arms flailing, she attempted to lead us on some journey, conforming us to her beliefs and viewpoints.

I watched her up-sell my friend, James Delmonte, Girl Scout cookies like a seasoned warrior when she was only ten. She called him on the phone as she had for five years, each year finding some way to increase the purchase amounts. Her last year, when he told her how many boxes to order James (being the competitor he is) upped the amount to 5 boxes of each cookie selection. This amounted to 35 boxes of cookies. Proudly, I listened in as I thought she was wrapping up the order and ask for payment processing. Instead, she congratulated him by telling him he bought enough to be her SECOND best customer. After a pause James apparently asked how many her top one bought. Calmly, with nerves of steel, she told of the 70 year old Girl Scout (like the marines, no such thing as an Ex- girl scout) who lived down the street from us who bought six boxes for her brother. I was beaming when I heard Nikki thank James for increasing his order to seven boxes each. As she was wrapping the sale up and thanking him for again being her #1 customer, I nearly fell to the floor when she closed by saying, “Mr. Delmonte, I was looking at my form and it just dawned on me how easy it would be to turn sevens to look like nines.” James had fallen into the trap of a true professional!

 She has continued to be a great teacher in my life. Unfortunately, I at times have been a slow student.

 At dinner one evening, Nikki began to tell me a request she had to travel on a school trip. After what I thought was an appropriate period of listening to her points I began to implement parental discretion and governance on why it was not appropriate due to schedule and cost. A sullen look fell over her face as the conversation came to a halt. In frustrating silence, I tried to understand why she shut down in interacting while we ate the rest of our dinner. Back at home I asked my wife why teenagers had such a difficult time discussing things. As I expounded on how text messaging, instant message, twitter and email was destroying our youths ability to communicate, my wife quietly pulled me aside, and pointed out that I was the one to build the dam preventing interaction. My response to Nikki left no room for her to feel understood. At no time did I confirm that I heard the request or expressed that I was open for her to discuss her wishes, only point out why I felt it was not an option. This was a painful learning experience that at times I still wrestle with. My role as father is to protect, provide, be the go-to guy who can solve matters, make things happen. Just like the weight we sometimes place on ourselves as leaders.

 Before we move into resolution mode or guiding someone through views conflicting with ours, the first stage is to acknowledge that we have heard what was said. The message I sent to Nikki was I didn’t care about her view or outlook. This important yet usually skipped opportunity is essential in having the person we are talking to hear our view points. Their mind will remain closed to our input until they feel understood. Notice I did not say agreed with. The first stage in the Triple AAA roadmap is to make sure the person we are interacting with feels understood. Only then will they lower their guard or defensiveness to outside information, alternate views or suggested options. The axiom of Steven Covey’s Seven Steps for Highly Successful People that states “seek first to understand before being understood” is essential for creating an environment where someone feels value and their input matters.

 There is reason I stated that this is not agreeing with someone. I have to fight my hesitancy to go down this road. Allowing your teammate the grace of having their idea or request being heard will not be interpreted as accepting their point of reference or request. This step is simply capturing the message you heard and repeating it in your words, allowing them to confirm you understood their intent and offer any edits.

 No acknowledgement, no affirmation means barriers will remain to any guidance, clarification or explanation we might offer. In the next posting we’ll look at how asking questions sets the stage for dialog.

 James was amazing in his support for the Girl Scouts and Nikki. However, I believe he is relieved Nikki is in college.

The Choice of Focus

Each morning a battle rages as my eyes open, signaling the start of a new day. One eye stares at the clock trying to determine if night had truly ended and morning arrived or is my brain still slightly in a dream state. As I muster the energy to throw at least one foot over the side of the bed, it starts. The most crucial conversation of the day begins…it’s the one that is taking place in between my own ears, consisting of the thoughts I convey to myself.

Psychologists believe we have as many as 70,000 thoughts in a day. Given there are only 86,400 seconds in a 24 hour period, the mind controls the flow of traffic, streaming information, data, and visions at warp speed for my psyche to process. Studies have shown that up to 80% of the deluge coming at me is negative in nature rather than positive. I find this frustrating as it is not intentional or even requested. So given the miraculous power of the brain, how do I win the war?

You have to have met Mike Scimemi to find my answer. Mike was the father of one of my friends in high school. During my freshman year he was riding a motorcycle down a country road when a pickup truck ran the intersection and slammed into him. The impact threw Mike nearly 100 feet where he landed in a ditch. Between the truck and the ditch he broke most of the bones in his body. For over 6 months he remained in intensive care. His condition was so debilitating that he couldn’t even move in bed. After months of treatments and surgeries, he recovered- but he still wears a leg brace today.

And you know how I found out about the details of his accident? From Marie, his wife. Mike has never mentioned the accident to me. You know I had a paper cut last week and I told my wife about it. Twice. Mike almost dies and doesn’t tell anyone. He is one of the most vibrant, amazing, energetic, fun-loving, compassionate men that I’ve ever met.

Matter of fact, the last time I saw Mike Scimemi he was on the dance floor. For the record, he has a better attitude than he does dance skills but that’s not what’s important. The example of a life philosophy he has set for me is what we look at every day and what we choose to focus our attention on is how our life is shaped and formed.

The battle ground lies in asking yourself “are you focused at work on actions that produce results, considered goal achieving or simply tension relieving? Are you focused on the joy that you can have out of touching people’s lives? Changing their situation? Providing for your family? Interacting with your kids? Being with your husband or your wife? Doing something that creates value in this world?

What you accomplish in 2011 will depend tremendously on what you choose to see when you get out of bed. Mike doesn’t see the brace on his leg. He sees the fact that he’s alive and well. We can’t control 70,000 thoughts, but we do have a choice of where we focus our mind and heart.

Are You Creating Memorable Experiences?

You would think that an NFL football team like the Houston Texans would have a singular, simple focus on winning football games. In meeting with Jamey Rootes, President of the Texans, I found out differently. Yes, the gifted athletes on the field with amazing physical prowess battle each week of the season for the ultimate goal of victory. Yet there is a second element to the organization that we don’t witness on television. The Texans’ approach challenges everyone serving in any capacity, whether on the field, in the front office, the stands or parking lot to consistently display what he refers to as IMPACT.

IMPACT was chosen to serve with a deeper meaning. The acrostic stands for the primary mission of the organization.

            I           Innovation

            M

            P          Passionate

            A          Accountable

            C          Courage

            T          Team player

I omitted the “M” on purpose because it caught me somewhat off guard. The other 5 letters were powerful; specific in intention and understandable for a sports team. They are words used in different meanings or context in a variety of mission or value statements. “M”, however, stands for “Memorable Experiences”. Jamey explained “it is the convergence or intersection of the Texans building winning teams and creating memorable moments that provide great experiences for the community and more importantly each person who comes into contact with the organization”.

A few weeks ago I was blessed with the opportunity to experience the “M” first hand. My wife, Tommie, and I were invited to watch the Texans take on the San Diego Chargers.  It turned into more than a football game for us. For over 2 months our schedules had been pushed at a hectic, almost chaotic pace. Travel, projects at work, a new puppy (who is made up of pure love mixed with mischievousness, energy enough to power a small car and a center of the universe mindset) along with social and church obligations robbed us of precious time to simply enjoy being  together. That Sunday afternoon we stepped out of our normal day-to-day challenges into a space where letting go and relaxing became our biggest priority. In our “rush, rush, push, push” world it was nice to stop and focus on each other. As I looked around it was easy to see that we weren’t alone in memories being created. On one side of us sat Doug Hall, Vice President of the Houston Organizing Committee for the Final Four Basketball Tournament, and on the other was George Postolos, former President of the Houston Rockets. Accompanying both were their sons, enthralled watching the game but more importantly in rapture with the way each father focused undivided attention to them. The intensity in the fathers’ eyes as they spoke with their sons catapulted me back to a weekend in my freshman year of high school when my father took me to watch LSU Tigers and New Orleans Saints football games. Unfortunately neither team won their game (this was well before the current Who Dat generation of last year’s Champions).  It wasn’t the final score which chiseled that experience in my mind 40 years later. As Mike Ballases, Chairman of Chase Bank Central US, stated recently that “Memories are created when we step outside of the routine”. Interesting advice coming from a leader of one of the largest corporations competing in the seemingly stoic environment of commercial banking.

 Choices were made at the Texans’ game by at least 3 families to focus attention on someone important to them. Simply by paying attention to the wants or needs of someone they care about in a setting or circumstance that was unique or special created a precious memory.

Thanks to members of the Texans organization, the dads and I had help in creating our special moment. I’m not talking about the quarterbacks, running backs, lineman or coaches. I’m referring to the special servant hearts of a wide cross section of people who could have simply processed us in getting our tickets, finding our seats or serving food. Bonnie Smith, the Executive Assistant to Jamey embodies “M”. From our very first interaction, she consistently exhibited a desire to ensure we had all of the information necessary to find the easiest route to our seats. (This is no small task considering I reversed the direction of the map and ended up walking the wrong way around Reliant Stadium, which could also be described as the long way. In a future blog I may write about the conversation between my wife and me given she was in boots that were not made for walking). This did provide an opportunity to interact with 4 different guides whose gestures and desire to get us to our proper destination spelled out “M”.  At the entrance to the section where our seats were reserved stood a beautiful young sentry, whose smile exploded from her face. The enthusiasm that poured from her eyes and mouth conveyed she truly seemed excited to see us. Bonnie was waiting for us inside and although she had a number of people to care for, from her introduction to her parting words after the game we were made to feel that we were her top priority. If I polled everyone around us, my guess is all would have the same impression.

The people in charge of the food not only had their attention focused on the food being served but each made eye contact and smiled as they tried to help in our selection of how we were going to indulge ourselves. Every move signaled they were not just working there but rather served there.  A young girl about 9-10 years old stood on her toes to look over the counter attempting to request her beverage of choice. Instead the response she received was not “here you go”. The beverage attendant fixed her eyes directly, lovingly on the eyes of the child beaming with care, energy and enthusiasm in helping her get the exact drink of choice. She had an almost angelic look on her face that made the young girl feel important and respected.

What struck me that day was the way we were cared for and served. I was mesmerized from watching what was happening around me, witnessing amazing memorable experiences taking place everywhere.

Today we have to be careful. Technology does not create memorable moments but only captures or chronicles them. In a time where 24/7 connection can be maintained through email and text, this is an important concept to wrap our arms around. We lose opportunities to have connection with people rather than simply be in contact. Email lulls us to sleep at times, offering expediency over emotional impact. Electronic praise for a job well done has its place but not the significance of a short phone call or even hallway interaction.

Memorable Moments are not strictly the victories in our lives. As a matter of fact, focusing strictly on victory as the measuring stick often blinds us to situations that could be significant. Did you empower someone to stretch, acknowledge a role as having importance or impact, offer support or encouragement as adversity was being faced?  Small moments to us but possibly huge to someone else. Have you sent someone that is important a personal note lately? (try this with your kids as well as your clients) Have you gone out of your way to help someone, learn something personal about a client? Do we stop when someone is asking for our attention or do we send signals that they are simply squeezed into our demanding schedules? It is surprising how memorable we become by simple things not requiring we move mountains.

Yes, as leaders we are charged with generating bottom line results. As parents we carry the burden to provide and protect. Loyalty, true connection and the ability to be viewed as different or significant in the mind of our clients, staff and families is our highest priorities. Our challenge for 2011 is to find creative ways to send this message.

The Power of the Pen, the Clock, and the Spoken Word

Every now and then, someone comes along as an example of authentic leadership, whose keen insight into the hearts of others compels people to stretch the horizons of their possibilities. Every so often, someone shares a profound message that on the surface has value in business but if you allow, it can strengthen your foundation at home.

I was surprised today when that introspective, tender hearted, spirit filled “Yoda” turned out to be a linebacker….

Okay, used to be a linebacker but now is one of the most outstanding coaches in the NFL, Mike Singletary. Mike was one of the most dominant defensive forces in the 80’s, causing ball carriers to fear running into the zone covered by one of the finest linebackers to play in the NFL. His intensity and leadership shown on and off the field were a major factor in the Chicago Bears winning the 1986 Super Bowl. He was in Houston at the Greater Houston Partnership Leadership meeting speaking to a packed audience of business people representing a true cross section of our city.

This is not a book report on Mike’s presentation. The comments are in reference to the points that especially stood out to me personally.

There is a major difference between having a vision and having a dream. Dreams are possibilities we think about, roll around in our heads, play with in our minds, and offer fuel to make our current situation tolerable as we believe in, hopefully, a better tomorrow. Dreams, however, create no action or direction if we do not turn them into a vision. Vision generates power from three components: it is written down, there is a timeline or time frame to make it a reality and it is shared with someone else for a sense of accountability. This is how you create forward motion and move out of perpetual dreamland.

Today is an example of a vision versus a dream. I have dreamed of writing another blog, trying to find inspiration from interviews I conducted with CEO’s of major corporations over the past forty-five days.  

Today I stood in the line to shake hands, smirking at the girl who brought a camera to have a picture taken with him. I also wondered if it was proper protocol to ask a complete stranger if they would use their camera to take my picture as we shook hands and send a copy to me by email. Either common sense or fear prevailed.

When I finally reached the front of the line, I saw firsthand from close range the tremendous intensity in Mike’s eyes, a blessing you might miss from the back row of tables where I sat. I had heard his words and experienced the visual picture of a man comfortable in who he was, who believed without a doubt the credibility and importance of his message. Yet when I met him personally, even after an hour long presentation, his eyes remained locked on mine causing me to feel that my meager attempt of an introduction was as important to him as his moving delivery was to me.

I asked Mike if I could comment on his presentation in my blog, telling him I would have it finished by the end of the week. Once completed and posted I would email him a link to it. Immediately on returning to my office, I jotted it on my action plan and told two people on our leadership team that I would have a blog finished by morning. This was not the first time someone suggested to me the importance of writing down what you want to accomplish, or setting deadlines to make things happen or making verbal commitments.  This straight forward, very specific message screamed loudly to me that there is power in the pen, there is power in timelines, and there is power in seeking accountability by speaking intentions to others.

Tonight I am writing…go figure….

It’s Memories That Shape The Relationships We Value

My father, Joe, rolled into town 2 days ago for carpal tunnel surgery. Between the doctor appointments, tests, and lab work to prepare for his operation we had long blocks of time to reflect and reminisce on family events. Okay, we’re from Louisiana so in other words we told story after story of special times, victories in sports, great hunting trips and a parents perspective on the wacky things we did as kids.

At some point, Dad started telling of a conversation he had with one of my nieces, Amanda, when he asked if she had special memories from time spent on his farm. She went into great detail of the special swing Dad made for her and the other young ones in the family. Now this was a unique swing, not purchased from Home Depot or bought online from a high priced swing manufacturer touting the aerodynamics and safety features parents of today brag about. This flying platform was forged from a throw away piece of timber and an old rope. The excitement from more than 15 years before reappeared as Amanda told how, as soon as she and her cousin Brittany reached the farm, the first thing they wanted “Pappa Joe” to do was to hang the swing on the arm of the walking wheel he tied his race horses to exercise. The squeals could be heard across the hayfields as their personal merry go round spun counter clockwise. This adventure continued on even as their legs grew so long they had to hold them up to avoid making trenches from dragging in the dirt. To increase the adrenalin rush, when they thought Dad wasn’t looking they would stick their feet in the ground to stop the motion, causing tension to build on the rope as the engine pulled against them. At just the right moment their legs would fly up catapulting their version of a jet plane around the circle; seemingly close to the speed of sound.

When I look back on the shift from boyhood adolescence to the weight of my perception of manhood, my focus was caught on being the right dad or husband: the provider, the disciplinarian, the director, the protector.  What struck me as I heard this story told was that the true calling the men in our family have as fathers, husbands or friends was not on power, provision or protection but rather the memories we choose to create. 

Our children and wives yearn to laugh and be loved. They need to feel chosen over our toys, work, hobbies or other attempts of distraction or escape. Have we lost our ability to find ways to be playful with simple gestures like an unexpected card or phone call in the middle of the day? Giving our children a new laptop is meaningful; yet playing a game on the new machine reaches inside of their spirit so much more. Taking a night to sit and watch their favorite television show – without commenting on how what doesn’t make sense or appease your funny bone – creates a moment that is burned onto their relationship meter. This is our time to understand what is important to them instead of comparing what they like to what you like.

When was the last time you acted silly with someone in your family? These lighthearted, carefree experiences build bigger-than-life memories that sustain throughout the years. My daughter, Nikki, told me her college boyfriend asked her about special memories from growing up. She called to ask if we really played in our front yard ditch after a big rainstorm when she was four. I smiled and described carrying her to the edge of the water (which was only 18 inches deep) and then jumped in. We jumped and frolicked for 45 minutes until we were both soaked to the bone and exhausted. Fourteen years later we both still remember it, with smiles on our faces and love in our hearts.

Despite the blurriness of busy-ness, memories are never too late to be created. It’s the memories that shape, mold and anchor our relationships. They become filled with energy through play and laughter, communicated with care and concern, gaining texture with love and affection. Emotion is sometimes difficult for men to express. But gentlemen, it is our actions that show how we feel. 

Memories can either happen to us or be caused by us. The choice is really up to us.

The Power of Humility

I witnessed the power of humility tonight, in the flesh. Each Tuesday night I am blessed with the opportunity to take a course on Scripture at the College of Biblical Studies. This is a late in life endeavor as I was not someone who grew up reading the bible, attending Sunday school where we memorized favorite verses. This was a torch lit only a few years ago where I wanted to hurry up and catch up on something I felt I had missed. Needless to say, as I have gone into each class, I have a sense of being out of my element and overwhelmed by the content.

My class this semester is being led by Dr. Bill Boyd, PhD and past President of the College. Very educated, consumed with knowledge obtained through years and years of academic research and teaching experiences.

Yet each class period, Dr. Boyd creates an environment that is a mixture of pounding headaches for what we are trying to understand with our feeble brains and the rush of enlightenment as the subtleties of the points he is trying to convey develop meaning and relevance. I sit in the presence of someone who has learned that to engage us, to make us want to reach forward requires an atmosphere that is safe to question, safe to ponder, safe to fail at times. But the true impact of his teaching comes from the humility he shows when he reveals the meaning coming from the text we are using as a guide and the lessons buried within the chapters and verses of the Bible. He does not make any effort to impress us with his degrees or experience or knowledge he has deservedly obtained over the years. Quite the contrary. He uses himself as the example of shortsightedness, impatience, self centeredness that each of us possesses and most go to extremes to try to hide. These examples become a mirror for each in his class to look at our own lives, our own journeys to find true meaning and application for our studies.

I find myself wanting to make a point of how I see the connection of each clause we study to another; to impress him with my so-called newly revealed insight that I’m sure has some semblance of divine guidance. And I am not alone in the class experiencing this impulse (fortunately). The patience he exudes as he focuses on each of us to try to understand our point of view, no matter how far fetched, is easily read in the twinkle of his eyes and smile. Instead of pointing out our frail thoughts as meaningless, he gives merit to how we might have come to that conclusion; never putting down our concepts or efforts.

It struck me tonight as I drove home that as men, as leaders, as fathers, as husbands how often do we try to exert power and authority instead of safety and compassion? How often do we attempt to feel significant by giving direction coupled with how-to mixed with must-do that comes across as ego driven instead of caretaker?

As a man I struggle with how I am perceived in my house and the office. I want to be understood, I want my guidance to be followed, my decisions adhered to. Tonight I saw an example of the influence someone could have by focusing outward rather than inward, by seeking out needs instead of satisfying an ego, by using our life mistakes as a canvas to teach instead of war stories from the old days where we thought we slew some form of dragon.

There truly is power in humility. This is what our families and the people we are responsible for need from us.

Is Santa Clause Really on His Way

This is the time of year when we wistfully look for Santa’s elves, signs of reindeer in the yard, snow in Houston…well our white semi blanket of the earliest snow in our city’s history created childlike wonder as very grown adults stood at windows or even braved Houston’s version of a Yankee blizzard staring at the white corn flakes floating from the sky.

It was just the first of 3 magical moments of the season. The other two came from the Houston Business Journal and the Wall Street Journal with special gifts of what is hopefully in store in the not so distant future. I have been waiting for the mainstream media to officially signal that we have reached an economic turn, not just looking out the window in hopes that our economy is improving. The attitude of the business community is what truly drives the employment condition of our local and national economies. While still mired in fear, business leaders will constrict staff to the barest of bones levels as a solution to soft financial figures as well as to serve as an oar in navigating their perception of an economic storm.

Over the past few months articles have been posted on a recovery in 2010 with possible easing circumstances as early as second or third quarter. This still keeps us only looking out the window waiting for Santa’s elves to let us know it is safe to reach forward again.

On Tuesday I was ecstatic to see the Houston Business Journal report that “Economic activity will improve in the first half of 2010, and by year’s end, Houston will have a net gain of 1,900 jobs, according the Greater Houston Partnership’s end-of-year forecast.”

“Houston’s recovery has begun,” the report stated.

Then today’s WSJ provided more candy for my stocking with the headline “FedEx spots a Turning Point”. This past Monday is normally the biggest shipping day of the season to help Santa get Christmas presents delivered on time. Apparently his elves were working double shifts because 14.1 packages were shipped, marking a 17% increase over last year.

Looking through rose colored glasses in not a cure for anyone’s financial hardships. The message I hope to leave you with is that if we want to get ahead of our competition, now is the time for action. There are three things our employees are looking for from their leaders: Hope, Vision and Security. HBJ and WSJ have led the way with these reports. My question is “am I sending a message to my team to act or am I still looking out the window?”

Gaining Traction Boosts Morale

Log on to the internet, read the WSJ, or pick up Business Week and you will see the pundits  obsessed with the message that the economy is still stalled. Really…! Comparisons are drawn with the current economic condition against the hey days of 2008 before the subprime and financial markets meltdown. The stock market reacts on short term visibility of today’s profit (lack of).

It is the corporate leaders who base business decisions on longer term strategies that serve to strengthen corporate positions and financial stability. Yet, during economic contractions the opposite atmosphere seems to be prevalent. Comparisons of our job base or financial conditions always seem to be compared with the last apex showing how far off pace from last year (and sometimes longer) we still are.

Marc Andreessen, who Fortune magazine describes as “the most connected, prescient, right-place-right-time force in Silicon Valley”, sees the recessionary fog lifting. Formerly one of the founders of Netscape, his latest endeavor has been establishing a venture capital fund focused on domestic companies offering web based technology solutions. Fortune noted that while the first quarter of 2009 marked the lowest level of venture capital investment in over a decade, Andreessen exceeded his target of raising $250 million by raising $300. In an attempt to put this feat in perspective, this sum was less than 1/3 of the biggest boom year venture funds. So where does our attention fall? Is our attempt to place where we are today in comparison to record highs designed to create cautious optimism or manifests in hesitant steps of paranoia that timing may not be right?

Now is the time for aggressive movement, for steps to implement change, restructure operations or bring on more fire power by adding exceptional talent. This is not to get ready for the recovery we crave or to be ahead of some business cycle curve. The wave has started, there are signs in Silicon Valley, in the car industry of the Upper Mid West, the financial markets of major money centers, in domestic and international energy markets. Warren Buffet spoke extensively at the end of 2008 of the negative feedback loop we were stuck in and that the frenzy of negative information was more intense than any other time in his investment career. “Our recovery won’t happen until we find a way to exert pressure against this loop. That’s when we will be able to step forward again”.

Reports are finally appearing containing positive outlooks. Reuters recently quoted Michael Dell, Chief Executive officer of Dell Computers as saying “the business climate was improving and repeated his expectation for a “powerful” hardware refresh cycle beginning next year”. While noting that there are still obstacles to the recovery, Dell sounded optimistic about the upcoming year as the tech sector makes its way out of a crushing recession that has severely impacted end-demand.

This does not mean that we are no longer dealing with financial pressures, economic uncertainty or that jobs will be created immediately with zest and gusto. What it should signal is now is the time to be taking steps to strengthen our systems and operations, to look for additional fire power in adding a key employee who can bring impact if one becomes available, to foster an atmosphere of hope and enthusiasm for the teams which we are responsible.

We gain traction by taking steps, not standing still. Is there a step you can take before the end of the year that would serve as a catalyst in improved productivity, systems enhancements or overall morale? Could pointing your group’s attention toward completing a project within the next ninety days offer a sense of accomplishment no matter how dire your current circumstances are? Waiting for the future does nothing to encourage or inspire those in our charge.  Specific targeted steps will, no matter how small.

The Secret of Emily Cortez

I can’t stop thinking about her….and my wife understands.

We had just returned from a trip to the Phoenician Resort in Scottsdale, Arizona for a much needed getaway weekend. For weeks we had run from one project to another at the office, the most recent a company party hosted at our house where we served 250 lbs of boiled crawfish (I’m a Cajun boy from south Louisiana) and entertained about 50 people. Needless to say we were totally spent and our weekend was much needed.

We talked about Emily all weekend….. 

The facilities were impressive, the grounds immaculate, the food exceptional, but we talked about Emily all weekend…..

Emily Cortez was charged with taking care of our room, not exactly what some would consider the most high profile position at the hotel. When she came to our room the first morning, within minutes you could easily tell that her heart was in her work. It was very important to her that she had prepared the room properly for us, that our needs were fulfilled and expectations exceeded. As my wife and I are both highly allergic to feathers and down, we always call ahead to request that any down pillows or comforters would be removed from the room before we check in. Even though we have done this countless times, I have always been amazed that never (not ONCE) had those accommodations been taken care of.

Emily was different. It was not only important to her that our request was taken care of, that we were cared for, not just have our room cleaned. She went to great length to explain to my wife how she was able to get the glass shower door to shine and sparkle, which is no easy task. There was even an offer to help us find the cleaning supplies she used, even to the extent of volunteering to stop off on the way to work and pick some up for us. The pride she took in how well she did her work was evident. We found ourselves looking for her as we walked in and out of our room, hoping for another opportunity to get infused with her vibrancy, her joy.

How many times do we get caught up in our daily frustrations, in the interruptions, griping about the sometime mundane tasks that must be done but give back minimal satisfaction? Do we lose sight of opportunities that are presented daily to infuse someone with a smile, a helpful hand, a moment of thanks or encouragement, the chance to express to someone that signal that they are important to you. Are we putting energy into those we interact with throughout the day or are we taking energy from them?

Was our time at the Phoenician special, memorable? Yes, for the beauty of the facility, the phenomenal food, and exceptional service. What I find amazing is that my favorite memory of our trip was a smiling face, a gentle heart. Emily made us feel special, that we were her favorite guests (as I am sure she does with all of the guests she cares for) by the small steps she takes each day, consistently and with purpose. 

Emily has become an important part of my memory….and my wife is glad.

Can you afford to lose them?

Market definition of state of the economy depending on your situation

Depression      you are someone who has been laid off

Recession        afraid it might happen

Sluggish          cut the summer vacation from a week in the Caymans to a    weekend in Galveston at the San Luis Hotel

All three definitions are a reality in Houston. So as managers, employers or business owners what is the most important thing that we can do right now to navigate this economic corner we are trying to turn? While interviewing one of our local business leaders about current strategies, he commented “waiting to see what happens is not a strategy I ever studied in grad school. I need to make sure I’m positioned where I want to be with the resources I have and the resources I will need”.

This drives to the heart of navigating today’s market condition with the teams we need intact and ready for the economic rebound that is finally in the horizon. Unemployment figures for Houston are maintaining levels below National averages (see enclosed local unemployment report). Now is the time to make sure you have carefully evaluated a process for building and maintaining high performance teams.

RETAINING YOUR KEY TALENT. Yes the media continues to harp on the dire shape of the economy, convinced we are a step away from Economic Armageddon. The greatest loss we could be faced with is not having to lay someone off but rather losing one of the key members of our team. While cutbacks hurt morale and are difficult to manage, usually this does not affect the better performers but rather the bottom quartile of our operations. Many companies today are relying on a false sense of security caused by the misconception that since there are not many jobs today it is difficult for their better people to make a move. Today’s market is not as robust as it was three or four quarters ago but jobs do exist for highly skilled accounting, office administration, IT and engineering professionals. We can not let the challenges caused by decreased sales or budget constraints draw our attention away from anchoring our best people. So, to increase what I call CONNECTIVITY,  here are 5 check points to consider:

Strengthen communication-one of the greatest causes of turnover is the disconnect between employee and the job. Notice I did not say the manager or boss. Today’s workforce wants to understand 2 things: what is expected of me in this role and why does it matter.  The more time we invest in helping people see their roles from the eyes of management, the customer or both the greater chance there is in meeting expectations or better yet, surpassing them.

Assign special projects-special projects right now generate energy in the office and break the norm. By getting our focus on to improving work flow, generating special studies and reports there is an increased sense of contribution to the group and a strong sense of importance.

Performance evaluations-don’t wait for the annual review to meet with the team and discuss how they are performing. The uncertainty you might be trying to handle is an emotion all of your employees are also wrestling with. They watch television, surf the net and are filled with the same anxiety we are. There is a great possibility that if they are not part of the management team it affects them even more so. Doubt and worry get magnified by any obstacle or shortfall the company might experience inflamed by constant droning of the perilous times being reported. Short term performance evaluations offers time for affirmation and redirection which could actually increase performance levels.

Compensation expectations-don’t steer away from discussions on compensation adjustments. If increases can be awarded, let them know. If not, spell out the situation you are managing, their role in the success and what you hope to do in the future. Promise to readdress the issue in a prescribed period of time. The state of unknown causes more harm than the uncertainty of speculation.

Connect personally-The more someone knows about us, the more we feel connected to them, not the reverse. In the heat of battle we sometimes don’t slow down to get to know our team as well as we would like. If we want to retain our top talent, it is critical for us to invest time in finding out more about them personally as well as the professional goals they have. A few minutes each week becomes glue and sends a signal that you care.

Connectivity is not a place we strive for as managers; it is an action word requiring proactive steps and forethought. Now is the time to anchor our teams to be the base from which we will build. Don’t let your guard down and be caught blind-sided by losing someone important in which you have invested time and financial resources.

Mike Lejeune, CPC, CTS, CERS is the Executive Vice President of Steverson Staffing. With 30 years of experience in the Staffing industry he has been published in national trade journals as well as co-author of the Texas Association of Personnel Consultants Training and Accreditation Program. Mike recently completed the National Association of Personnel Services certification program on employee retention (Certified Employee Retention Specialist). He has helped to build high performance teams and customized leadership, retention and selection strategy initiatives for clients ranging from Fortune 500 companies to rapidly expanding business enterprises.