Quit Your Job

Most people would rather be miserable in their job than explore their passion and find their calling. I'm sure you've heard the saying, "The devil you know..."

It's time to quit your job when you dread Mondays every Sunday night, or you splash "T-G-I-F!" all over your Facebook page.  Another classic sign is when you answer How's it going? with, "Same shit different day!"

If this isn't you than you know whom I'm talking about.  It is commonly described as dying a slow death.  When you realize that at least half your life is spent at work (crazy when you think about it), isn't it important to love what you do and do what you love?!?  This is scary to most people but finding your passion is easier than you think.  The difficulty is doing something about it.

First step is to decide whether your Security* is more important than your Sanity.

*does job security even exist anymore?

Concept of Collision

For Tony Hsieh, the Concept of Collision is best things happen when people are running into each other and sharing ideas.  In college, he noticed that it was normal to randomly run into people all the time, and specifically when "serendipity happens."  Studies show that such random encounters increase innovation and productivity, Hsieh says.

I believe hospitality provides a platform for people to collide.  We need to engage face-to-face to truly feel connected.  Ironically, the more we communicate via social platforms (Facebook, Instagram,  Skype, Twitter, etc.), the more we crave human interaction.  This has contributed to the rise of coffee houses and restaurants opening up everywhere.  Brilliant!

However as collisions increase in hospitality, service standards must be raised to engage with guests in a more meaningful way, in order to facilitate a higher level of connection between guests.  Only then would hospitality become the ultimate host.  Incremental change will not suffice, this change must be based on Additionality - a positive difference from developmental intervention.  Investing in labor capital is a start.  Pay more attention to your employees than to your spreadsheet, equipment and design. Then share your successes and failures with your community, open source this information with the intent for the industry to become better.

After all, this is a people business and serendipity is a beautiful thing.

Thanks Charlie!

Charlie's Burgers is an underground Dinner Series that started in 2009.  A team of young culinary enthusiasts hosts private dinners - handful of times per year - for a small group of members-only, while featuring exciting Chefs who are leaders in the culinary landscape, at obscure venues - only revealed last minute - across Toronto.

Over two nights, Fergus Henderson and the team from St. JOHN, London graced us with their charm and unique palette.  To complement the evening, wine pairings were St. JOHN's private label wines from Bordeaux France.  More importantly, the service team were volunteers composed of Toronto chefs, servers, managers and restaurateurs making the night incredibly memorable.

To be honest, this level of service, enthusiasm and guest participation is not realistic in an everyday restaurant setting.  Similarly, the fanfare of the Oscars could not be replicated in another award ceremony.  But for one night (two in this case), the moment was magical.  The CB service team waltzed through the Skin & Bones dining room introducing every plate as if it were your last meal, while the St JOHN's chef team orchestrated the kitchen processions flawlessly.

Part of the unique experience for me was being completely mindful of every morsel you put in your mouth, that is, being present when eating.  Think about the last time you were completely in the moment when eating.  Further, new friendships were formed while "breaking bread".  As a result,  62-guests held on to each nuance as they enjoyed the food and wine over two hours.

Thank you Charlie's Burgers for creating a unique experience making Toronto even more special!

3 Keys to Listening

When an employer says, "I don't think my staff is listening to me!" You must wonder if the employer listens to their staff?

Reciprocity is just human nature, that is, if someone invites you to their party you feel obligated to invite them to yours.  Similarly, staff will listen to the employer when they've been heard and, more importantly, understood first.  There is a reason why humans were created with two ears and one mouth; so we'd use them in that ratio. 

3 keys to listening:

1. Listen twice as much as you'd speak - allow the person to fully complete their thought by leaving a 5-second pause before you start speaking;
2. Ask the right questions that genuinely engages; and
3. Honour the person by writing it down.

To ensure you've understand what the person said (and ultimately what they're thinking), repeat it back to them.  Don't be shy to ask, "I want to make sure I understood you, is this what you mean...?"

When you commit to listening first, the world will hear you in return.

Plus Bonus...

Such an elusive part of a salary package especially when it is not defined by the future employer in conversation or Offer Letter.  Including a paragraph in the Offer that reads, "At the discretion of the Employer..." means absolutely nothing.  Worst, it starts the relationship with a hint of distrust.

Similarly, it's like asking someone to roll a bowling ball down the lane while placing a curtain in front of the pins so they cannot see how many they've knocked down.  Then you tell the bowler, "Do better next time, you were close!"

Be detailed about the bonus program that your company provides during the Offer stage. Ensure your future super star understands all the metrics to achieving the bonus, and make sure that it's unattainable at least 90% of the time. Then throughout the year, follow-up, coarse-correct and support their process. Sharing vital and confidential financials is imperative in building trust and creating a sense of belonging.  In return, they'll become productive for the sake of pride and appreciation, and not just for the money.

When they know exactly how many pins to knock down and can see results, you've truly set them up for success.

P.S. Remember, the Offer letter is a marketing piece for your company as it represents your brand and culture.  It requires the same attention to detail as your website, menus and postcards.

What Makes A Great Host?

Going to a friend's 30th birthday over the weekend left me thinking about the host's - birthday boy - innate ability to look after all his guests and sincerely have a wonderful time. Truly remarkable.  He chose to accommodate everyone's needs over his own even as the guest of honor.  It's hard not to look in the mirror and ask yourself, "How do I rate myself as a host when we have friends and family over for the holidays three times per year (Easter, Thanksgiving and Christmas)?"

Here are a few qualities that make a great host:

1. Greet every guest upon arrival
2. Hang their coat
3. Receive gifts and be grateful (e.g. putting flowers into a vase, gifts on an assigned table, opening and reading the card, food on proper plating and table for everyone to share, etc.)
4. Remember everyone's name and address them accordingly
5. Ask and deliver their drink order
6. Introduce them to guests nearby
7. Rotate and spend time with every guest
8. Ensure each guest feel comfortable as if it were their own home
9. Anticipate their needs (e.g refill, washroom, garbage can, food, etc.)
10. Ensure no guest is alone or without conversation
11. Appear that you are having fun and not just being the server
12. Pack-up care packages for their absent significant other
13. Say goodbye to parting guests and thank them for coming
14. Essentially make all your guests feel like it is their birthday!

When we strive to provide the same level of attention and care at our business as we do at home, mostly because it is instinctual, that is when we'll become an operation that people remember and talk about.

The Greatest Wealth is Health

Since most of us associate exercise with only our body, I must highlight the importance of exercising the other areas including mind and spirit (not limited to religion) in order to be fulfilled.  Humans need all three areas of life to be exercised regularly to maintain, develop and grow.  Similarly, you need to cultivate, seed and feed (fertilizer, water and sun) in order to harvest in your garden.  People who spend hours at the gym but don't spend any time on their mind and spirit are limiting themselves. A balanced personal life will feed into one's professional life.

One of my goals this year is to improve attention and focus, so I turned to Lumosity - an online brain training program that improves cognitive ability specifically in the areas of memory, speed, attention, problem solving and flexibility.  Not only is it fun, it's improving my attention and memory while gaming for up to 15-minutes per day (recommended three times per week). Further, I know learning is the path to growth.

I am very fortunate to have mentors who have taught me about mindfulness, setting intentions, and attitude of gratitude.  Book end your day (first 90-seconds in the morning and the last 90-seconds before sleeping) by reviewing what you are grateful for.  Then throughout the day, set your intentions before an interaction (e.g. meeting, phone call, conversation, getting together with a friend) and be mindful (or be present) each moment.  I believe in the philosophy of the late and great Jim Rohn, "If you want to have more, you have to BECOME more"

You can benefit from this idea by investing up to an hour per day in your own well-being (exercise = body 30-minutes + mind 15-minutes + spirit 10-minutes).  In turn, help your team focus on their mind, body and spirit so they can be healthy too.  Now that is true wealth!

How To Become A Better Person

Become a better person by sleeping better.

Nicholas of Hastens (Luxury Handmade Beds) is an incredible salesperson who prides himself on providing service excellence.  He understands your needs (by asking the right questions and listening), passionate about the business of perfect sleep, and genuinely cares about helping people.

My wife and I had an hour walk through trying various beds, learning the mechanics of proper sleep and how it improves all areas of life.  Nicholas shared his philosophy, "The four basic things you need are Shoes, Chair, Partner and Bed because they provide the proper support."

When the body fully relaxes on a proper bed that provides support and comfort, reducing normal body twitches and convulsions by up to 60%, you'd wake up without soreness on your body and the need to stretch (a sign that your body was working to find comfort and not resting).

What makes Nicholas remarkable is not his knowledge of sleeping or philosophy on life, but his approach to developing relationships. He believes in depositing into the relationship bank by constantly giving first in order to withdraw. He invests time with each customer (even without a transaction) to help them achieve deep sleep (use sleep tracker like Fitbit One) so they can be more productive during the day.  Truth is, Hastens beds are truly unique and priced between $11,000 to $107,000.

We left the store with a new found understanding of restful sleep and feeling we can become better people.  Thank you Nicholas for caring and sharing!