Thursday, April 28, 2011

It's The Little Things

In a recent blog by Mike Reardon, Disney Institute Facilitator, he describes a personal note left in his room by a Marriott Courtyard housekeeper, wishing him a good stay. It made his "whole stay more enjoyable". Funny how some of the most "trivial" things can make such a difference.

Well sometimes it IS just the "little things" that make the biggest difference. That goes for customer service and employee motivation.

About 11 years ago I was walking into the building I worked in and I picked up a piece of trash (as I normally do). My supervisor saw me from her office window and about five minutes after I reached my office she came around the corner, told me she had seen what I'd done, thanked me, and gave me a little "good job" sticker. Not much. Just a sticker. But I really appreciated it. So much so, that I still have it to this day.

Don't ignore good service just because you don't have it "within your budget". Sometimes it's JUST THE LITTLE THINGS that MAKE THE BIGGEST DIFFERENCE.

Wednesday, April 20, 2011

Freshen Up

"Freshen up" is one of the headings in Rule 2 in Pam Fox Rollin's new book, 42 Rules for Your New Leadership Role: The Manual They Didn't Hand You When You Made VP, Director, or Manager. It comes out the week of May 9th.

As I was reading through my advance copy, Rule 2: Begin Ready, really caught my eye. Pam says, “Shake off your old job (or job hunt), and start the new one rested.” Think about that. How many people actually do that? How many of us go from one job or position to the next by ending one day and starting the next? I believe that’s one of the main reasons that people fail or don’t live up to their expectations. Think Transition!

You really need to have some transition time – especially when going from one position to the next, within your organization. You’re used to doing things a certain way and employee’s are used to seeing you in a certain light. That all changes now. Prior to beginning your new position – especially if it’s into a leadership role - be sure that you complete some research. Not only do you want to check into,
• “the company site,
• blogs, and
• news releases for clues on strategy and culture”,
but also ask yourself what you'll need to do to thrive in your new position and what needs to be done to help your new team succeed. These are all things that will help you effectively get up to speed.

In freshening up, Pam refers to things that you may need to clean up prior to starting – your calendar, car, or relationships. Have you thought of any of this? Take a “reset” vacation. Take some time off to leave behind the old position and rest up and plan for the next.

Becoming a successful leader means more than moving into another office and getting more responsibilities. Whether you’re a new manager or moving into the corner office, pick up a copy of Pam’s book next month (already available on and recognize those things that you hadn’t thought about. You’ll be amazed at just how successful you can be.