Tell Your Story

In the digital world where our attention is at a deficit, the only way to engage your over-stimulated audience is by telling an authentic and personal story.  Technology has given everyone the power to mobilize a tribe and convene.  However, the key to success is the ability to tell an impactful story. Watch and listen to the stories on change.org, TED.com and Kickstarter, and you'll understand what I'm talking about.

As a recruiter, I ask my clients (Owners and Operators) to share their story so I can be their Ambassador.  Their Vision, Values (personal and leadership) and Purpose are the secret sauce to engaging a top candidate (Manager or Executive who is in the top of their field).  Candidates are initially interested in hearing about their story then the culture of the organization.  Next I'll task the candidate to Google/Yelp/YouTube the owner(s) and organization before we even discuss the technical requirements - as it is only a 25% predictor of someone's long-term success.

A prize skill of today's Leader is Innovation.  Start by crafting your own narrative if you want to attract talent into your organization.

Think Like Your Competitor

In February's issue of Success Magazine, the topic is to become the Game Changer in your industry.  Don't just join the game, disrupt it and change it.  We are living in exciting times as industries are going through a revolution.  For example, Amazon has changed book retailing, Netflix has altered how we view t.v. shows & movies,  Airbnb has disrupted lodging, Car2Go has fulfilled inner-city transportation,  and Starbucks has romanced a commodity like coffee beans.  However in each case, these companies have solved a fundamental problem and delivered a new experience.  One that we've been craving for.

For hospitality, the game changing idea is how we create a culture that supports "work-life balance" or, as Tony Hseih coined, "work-life integration." Only then will our industry attract, produce and retain more leaders.  We use the excuse that our operating hours (being open for service) is longer than any other industry and hence, longer work hours for staff.  But clearly this is not a sustainable model as employees have become less tolerant.  When we solve this problem and take care of our own people, they will take care of business.

Remember that we are in a highly competitive industry and change will occur with or without you.  If you're not thinking about how you might put yourself out-of-business, someone else will.

Bonus: Read Darren Hardy's Five Key Ways to be a Game Changer

Generation Why

It's the first time in history where five generations are working under the same roof (pre 1945, Baby Boomers, Gen X, Gen Y and Linksters - after 1995).  So arguably, understanding one another is the most important asset for any team.  As Gen-Yers make-up the biggest population to affect the hospitality industry, how do we attract these future leaders?

A few things to know about this group:

• In their life time, they will have 7 careers
• High probability that the hospitality industry may be their first career
• They are not lazy, it's just that their motivation is different
• Unlike previous Generations, this group thinks that they are in trouble when their boss doesn't speak to them

When I speak to these "up-and-comers", they are very invested in a company's vision and purpose.  They don't want to hear about the technical aspects of the role but instead the cultural make-up of the company and the owner's vision.  They want to know that they can learn and grow within your organization for the duration of their career-pitstop.  Remember, you can teach someone the hard-skills but you cannot train for the soft-skills.

When you start asking the right questions within your organization, you'll inevitably attract the right leaders and potential leaders.

Secrets from Best Companies Recruiters

I read this article on Fortune's website, "16 Great Secrets from Best Companies Recruiters" that I'd like to share with you my top two picks:

1. "We want to get to know the candidate as a person, not just as a set of technical skills. Great candidates are the ones that come in prepared to engage us in conversation, ask us great questions, and are authentic. We have extensive training for employees to learn technical skills, but we cannot teach people to provide genuine heartfelt care to others." --Stephanie Troxel, Director, Diversity & Recruitment of Kimpton Hotels & Restaurants
2. "Follow up with a handwritten note after the interview to the recruiter and also to the hiring manager. This act of gratitude helps candidates stand out in a very positive way." --Megan Groover, director of talent acquisition of WellStar Health System

The interview process is such a critical starting point to a new relationship for it should always be dealt with the highest regard.  As the saying goes, "First impressions are the most lasting."

P.S. We'll examine the importance of the first handshake in a subsequent blog.

Dinner Napkin Etiquette

Recently over lunch at a fancy restaurant, my friend and I talked about Emily Post's Etiquette for using a Dinner Napkin.  

The conversation sparked by noticing our friends and business associates that leave the dinner napkin on the table until food arrives.

Here is what Emily Post and For Dummies prescribes when dining at a restaurant:

1. Place the napkin on your lap immediately upon sitting
2. Unfold the napkin in half – do not flap your napkin to open
3. Use only to clean mouth – not for nose or lipstick
4. When getting up, place to the left of your plate or on your chair – not necessary to refold (some restaurants will refold for you)
5. When finished dinner including dessert, place on the left side of your plate – do not refold

My friend thought the whole “unfolding, refolding” may have started by the aristocrats who wouldn’t fathom doing an act that their servants would perform.  Silly or not, it is best to be over-prepared than under-prepared, especially in a business setting where you are being observed (like in an interview).

Well, something fun to discuss on your next dinner with friends.

  

Happy Employees

According to Tony Hsieh of Zappos, your brand is a lagging indicator of your culture.  Hence, the best marketing strategy for your company is to create an environment where employees are happy, secure, advance and thrive.  In turn, they'd beat your drum to their network and your reputation would spread.

Let's examine the flip side, how do you feel about a brand when they abruptly dismiss a friend after years of service? Or when a company continually makes bad hires?  In today's economy, the culture of people needs to be a priority especially in a people business like hospitality.

Here are a few ideas on how to create a happy environment for your staff:

1. Hire Happy People
2. Support their Personal & Professional Goals
3. Trust them First
4. Provide Proper Tools
5. Empower & Autonomy
6. Reward the Process not the Outcome
7. Be Fair & Consistent
8. Pay Properly

Happy employees equals productive employees.  Take care of your own people and they will take care of customers.  

Brand Building

Meeting passionate individuals in any industry is rare.  Phillip Martin is the Service Leader at Louis Vuitton (Bloor Street) who oversees the Women's Ready-to-Wear.  He truly understands how to engage customers and build relationships, which is why LVMH transferred him from NYC to Miami and now TO.  Phillip wowed us with detailed stories of his travels and over-the-top clientele that he's befriended along the way.

Behind closed doors on the second floor is the Private Showroom designed for discreet shoppers and the Made-to-Order Handbag Salon.  This is where you choose from a selection of leather, color and hardware to create your one-of-a-kind bag ($5k-$11k) made by a skilled artisan in France (takes five months for the whole process).  Upon completion, they present your bag in the Salon (any of 6 locations around the world) with a champagne celebration.  Are you kidding me!?!

Thank you Phillip for your dynamic personality and high HQ, you have converted us to LV fans for life.

Happy Birthday

When you recall a fond birthday memory, is it in a restaurant?  When you speak highly about a favourite restaurant, do you celebrate birthdays there?

It is my observation and experience that nailing the "Birthday Performance" is a guarantee to win over a customer.  The Birthday Performance is doing something remarkable while presenting dessert with a candle.  Some of the best I've witnessed include El Bodegon turning down the house lights and playing the Happy Birthday song in Spanish, Guu Izakaya has their whole FOH and BOH team sing Happy Birthday in Japanese, and Canoe has every staff member wish you a Happy Birthday throughout your meal.  Naturally, the whole restaurant claps and sings to celebrate your big day too.

Further, even people who don't like the attention for themselves will celebrate other people's birthday at these restaurants because of the overwhelming experience!

Simple display of care and gratitude towards your guest on their favourite day goes a long way.  A small but significant gesture is what makes your restaurant memorable.

Now what kind of impact could you make if you remember to send them a birthday wish every year?

First Day at Work

Employers have not recognized the importance for an employee's first day at work.  Most employers treat it as a formality to introduce them to everyone and the environment.  But for the employee, the first day is when they realize whether they've made the right decision and if you're the same person they interviewed.

According to Jason Dorsey (Generational Expert), Gen-Yers will decide whether they are staying or not at their new job by LUNCH TIME.  They'll be either texting all of their friends to apply or they will be using your computer to seek another job.  You know how difficult it is to attract top talent, why wouldn't you create a marketing plan to retain potential leaders?

You can do several things to make an employee's first day memorable, here are some ideas (if they apply to your environment):

• Business cards with their name - a person's own name is the sweetest sound
• Full Attention - dedicate time to really welcoming them and making them feel at home
• Start Date - any day aside from Monday as it is most operator's catch-up day
• Assign a small project to integrate them
• Announce and Introduce this new person to all your employees in advance of their arrival so their is a sense of knowing and anticapation (which translates into a warm feeling by the new employee)
• Pair them with someone who they can shadow (should be same gender and age group)
• Assign a locker, desk or work space in advance to create a sense of organization
• Ensure the first day is fun and unique to make them feel special

Company Culture is the driver of results, start making it your priority.

Zappos' Culture

As a Headhunter, I am secretly delighted when I'm unable to recruit talent away from certain companies due to a strong culture and happy environment they've created to retain their leaders.  A company's Culture is critical for success especially in a challenging environment where the talent pool is shallow, and recruiting and retaining leaders is essential.  

Tony Hsieh of Zappos is one of the most successful leaders known for creating a winning culture and the writer of Delivering Happiness: A Path to Profits, Passion and Purpose.  

In a recent Success Magazine Audio (January 2014), Tony shared the value of creating a culture that breeds happiness for employees, which in turn, increases productivity.  His idea of  "Work Life Integration" is making the workplace a fun and positive environment "because at the end of the day it's just life!"  While most other companies preach "Work Life Balance" which insinuates that work is not as enjoyable as life.  

Here are three ideas Tony shared:

1) Personal Relationships where employees are friends and not just co-workers.  In this environment, employees have a higher level of trust, they do favors for each other and are more supportive of one another.

2) Life Coaches are available to anyone in the company for personal and professional goals including financial and weight loss.  This goes back to Work Life Integration at a high level.

3) Super Power is being open to learning something new from everyone you talk to, that is, identifying that person's Super Power.

Whether you are a small or big business, create a company culture that focuses on each team member and remember that top talent is interviewing you as much as you are interviewing them.

Hope you take this to heart!

Bonus: Top 10 Companies Doing the Most to Make their Employees Happy

Passenger or Driver in 2014?

You can either be the change agent or the one who safely sits on the sidelines criticizing others who take chances. 

Journal your lofty goals for 2014, start with your purpose (your why) then how you will achieve them to attain a specific outcome (your what).  Remember you only have one life to live so make it incredible. 

Be passionate with your work as you spend over 8 to12 hours a day there, which is up to 1/3 of your life.  Just merely starting a business does not make you special when technology has created more opportunities for everyone to become an entrepreneur.  Newspaper routes and Lemonade stands are no longer a child's first job.  Teenagers have learned to program and sell their App to earn money for college tuition.  

Create and install triggers throughout your personal and professional life that make each experience memorable for yourself, family, friends, staff and customers.

Either way 2014 will fly by but do you want this year to be the year when you grab the steering wheel to drive or will you be satisfied with another year in the passenger seat?

Make 2014 your best year ever!