Inspiring communication…

…always starts with why.

I saw an email the other day that made me feel uneasy. I couldn’t explain why. I finally realized the issue – it didn’t start with why.

A “why” or purpose is a simple and clear articulation of what you’re trying to achieve.

Even if it is communication about a 14 step process you’d like someone to follow, communicating the purpose helps. Writing about the purpose helps us frame our thoughts better and communicate the idea better.The purpose leaves it open for the receiver to use his brain if he wants to and allows for the system or process to be improved upon. It even leads to a better adherence of the process – “why not?”is best asked after understanding “why?.”

And, most importantly, it has the ability to convert a bloody boring instruction email to a very inspiring one.

Start with why. It just works better.

The JW Marriott Pune Team on hiring, training, and building winning teams – The Real Leaders Project

I stayed at the JW Marriott Pune for 3 months this year and found the hotel to be a very special place. The service quality was simply outstanding and the consistency of this outstanding service meant this experience was very special. Aside from the quality of service, it also felt like the staff were genuinely having a great time at work. So, I thought it would be very interesting to pull aside the General Manager, Jatin, for an interview. Jatin insisted that I also interview his 2 top lieutenants with him and I think that already says something about the sort of example he sets. I hope you enjoy the interview.

JWM PuneJatin, Subhash and Abhimanyu lead up the operations of JW Marriott Pune. Even by the JW Marriott’s very high standards, the Pune hotel has been winning awards for it’s customer satisfaction scores since its inception 3 years ago.

Jatin is the General Manager of the hotel, Subhash is the Director of Operations and Abhimanyu is the Director of rooms.

 

 

My favorite bits –

“From day one, the kind of guest satisfaction scores that we got and the appreciation that we received in our internal Marriott system is something that we never thought we would achieve.  One of the best hotels in terms of our guest satisfaction and scores in the Marriott system is in the Asia Pacific.  Once that happened, I think that really drove people to maintain that number one spot.”

“Managers actually lead by example.  They won’t just give trainings and philosophies in meeting rooms, but they actually walk the talk.  They do it themselves. Whenever it’s busy, you’ll see them running around.  Associates really look up to them and respect them because of that. ”

“Some hotels leave it to the front desk to be responsible for guest complaints and ensuring that all guests leave satisfied, but here even a steward in a restaurant or a chef would come up to the front office team and say that they think a guest is upset, maybe we should have chat with him.  Otherwise all of these areas are too busy doing their own thing.  That’s what makes it a total hotel approach.”

“It’s about our people.  We’re in an industry where people are serving people as opposed to a manufacturing unit or some other place where you do your job in rigid processes.”

“We ensure that a happy chef makes happy food.  We hire people for attitude and a specialized skill. If they have the skill, and they have the attitude also, then we develop them into our business.”

“We have a very open system called a DIR which is a daily incident report.  We encourage people that if there is a problem, report the problem.  When you report a problem, we can then solve the problem.  There is nothing to hide, there is no reprimand.  If you make a mistake, you are not reprimanded tomorrow morning.  You made a mistake, you owned up to the mistake, and you reported your mistake.  Then there are senior managers who are in their job to do their job and resolve your mistake and to see to it that the guests come back. There is a whole culture that nobody works on threats, because you cannot deliver exceptional service with threats.”

“One of the best parts which has happened with us is that after we’ve been opened for a good three and a half years, 35% of our workforce is still from the pre-opening stage.  What that means is we’ve been able to grow them.  We’ve been able to build their courage; we’ve been able to build their confidence, and this is what the associates see when they join.”

“To say the least, you will rarely go to hotels where a housekeeping boy leaves a note for you with his own name to say that he hopes everything is fine, or goes and picks up a box of chocolate and leaves for you as an amenity.  A lot of times these things are left for managers to do – to write a nice flowery note for a guest.  However, we don’t believe in that.”

“One way that we do that is we have certain key initiatives that we roll out every year to ensure that our standards remain number one.  We get a buy-in right from the associate level on what we need to do.  Everybody gives their input.  We put it all together, and roll it out as one strategy.”

“When you’re hiring, if you are concentrating on the attitude part of it – that’s positive.  You cannot teach anybody to be humble. ”

“For example, if I’m unable to communicate to you in some great accent or in a great English language, usually as long as you see genuineness in my eyes it’s a winning moment because you will understand.”

“The guest is coming to have breakfast in the morning and he’s coming at 11:05.  All he wants is a muffin and a coffee and he’s out but they say, “Oh sorry the breakfast is cleared, you have to order a la carte.”  He has to wait 45 minutes for the order.  Maybe the customer will never come back.  In the long run it’s going to be a bigger revenue loss than those 200 rupees that we earn that day.”

“People are standing, smiling, and saying good morning and good evening, but sometimes they don’t even know why they are doing that.  Why am I saying this?  What is the ultimate theme of our hotel?  It’s to ensure that every guest leaves satisfied.   We train them in such a way to show them the forest rather than just the tree.”

“Business excellence models like PDM or Six Sigma are nothing but making sure that you are a process-oriented company and not personality-driven.   I still say we as a hotel are more personality-driven, but we are also process-oriented company.  We are somewhere in the middle. We as a team do great stuff together.”

“The best part about delivering is that every week when we all meet together on a Friday, every now and then somebody will come up with a great idea and we’ll all be really excited.  Once we execute that, we have to jump to the next thing.  That’s the challenging part – that we keep learning something new every day.”

Full transcript, as always, on RealLeaders.tv

 

Things that come easy

I just finished reading Boomerang by Michael Lewis. As I was putting down my reflections, I was reminded of this idea from books on personal finance – every decade or so, there comes a craze where there seems to be easy money to be made. It happened with the dot com bubble, with cheap credit in Iceland, with the real estate bubble in Ireland, and numerous other examples from history. This lure of easy money results in the complete disregard of weakly held principles. Financial institutions throw away norms that have served them well for a hundred years to chase the new craze. Everyone gets caught in the insanity and the few who don’t look like fools.

The only thing that is a constant is that lows that inevitably follow are just as high as the highs that preceded it.

So, beware things that come easy. They are sure to go as easy as well.

Now let’s see how we all fare in the next bubble. :-)

Kind and clever – The 200 words project

Here’s this week’s 200 word idea from The Everything Store by Brad Stone and Jeff Bezos’ talk @ Princeton.

Even as a 10-year-old boy, Jeff Bezos (founder and CEO of Amazon.com) had a passion for crunching numbers. During a summer road trip with his grandparents, young Jeff got fed up with his grandmother’s smoking in the car. He recalled an ad campaign about smoking and calculated how many cigarettes per day his grandmother smoked, how many puffs she took per cigarette, the health risk of each puff, and then tapped her on her shoulder and proudly proclaimed “You’ve taken nine years off your life!”

 Bezos expected to be applauded for his arithmetic skills. Instead, his grandmother burst into tears. His grandfather pulled the car off to the side of the road and asked him to step out. And then his grandfather taught a lesson that this now-billionaire decided to share with the  Princeton graduating class of 2010: “My grandfather looked at me, and after a bit of silence, he gently and calmly said, ‘Jeff, one day you’ll understand that it’s harder to be kind than clever.’”

kindandclever
Source and thanks to: www.EBSketchin.com

‘Be kind. The world will roll on without you.’  | Dave Crowley

Play for Hope – $10 to make a difference

We, at Help2Grow.org, are proud to support Pudiyador – a charity that has been changing lives by educating the underprivileged community in Chennai, India, for the past 10 years.

Pudiyador’s leadership team want to take 45 of their kids to India’s first 5 day Ultimate frisbee camp for the underprivileged and they need help. Most of these kids have never been outside their hometown before.

We have a campaign on Bitgiving.com –  a crowdfunding website for social initiatives – to help them raise their money. Our target is INR 40,000 and have started out with a target of INR 20,000 (roughly USD 341). So, that means $10 from you could go a long way to help these kids. Please watch the 2 minute video below and the note from Liz and join us by contributing here. And, if a contribution is not possible, we’d appreciate it if you shared the love..

The campaign is on http://bitgi.co/playforhope

Thank you for your attention and hope you have a great weekend.

PS: Please let me know if you have any trouble making the final payment and please don’t worry about any messages that say your card won’t be accepted. I am reachable on rohan@rohanrajiv.com/rohan@help2grow.org.


 

http://www.youtube.com/watch?v=vWfwkz3X6BA

Hello there!

I am Liz, Program Manager for Sports at Pudiyador, a Chennai-based non-profit. We would like to take 45 of our kids to Surat for a one-of-a-kind Ultimate Frisbee camp.

Pudiyador believes in changing lives through education. We provide a safe, interactive, fun, and hands-on learning environment for underprivileged kids. For over 10 years, we’ve been running weekend and after-school programs for over 200 children every year across their centers in Chennai.

I am also an ultimate Frisbee enthusiast and I have been teaching the sport at Pudiyador the past year. We’ve seen how ultimate Frisbee changes the way our kids communicate, work with each other and approach life. We truly believe in the impact that play can have on child growth and development.

And we are keen on taking 45 kids to Surat for the National Youth Ultimate Frisbee camp. Most of them have never travelled outside Chennai before and are very excited.

The Surat Camp will be a first in many ways:
– the first sleep-away Ultimate Frisbee camp ever held in India.
– the first initiative to enable bonding and friendships between underprivileged children from different parts of India.
– the first ever camp of such a scale (160 kids from across India and 30 youth coaches).

At this point, we are short of INR 20,000 to make this trip happen. You can help make this happen! Any additional funds will go towards making the Surat experience extra special for our kids.

Thank you so much!
Liz

P.S: We believe that every rupee creates equal impact and hence, all our donations will be treated and rewarded with the same love.

People who don’t walk their talk are like..

..over leveraged banks without enough savings.

Savings come from a track record give have inherent credibility and trust. These savings work like real money – they are generally hard earned and easily lost or spent.

Once you lose that credibility and trust, you’re done. It’s a lesson we can’t take seriously enough given how easy talking is thanks to blogs and social media. Don’t talk about it unless you can walk the talk. Social media is like cheap credit and is really easy to over use without really showing any proof of savings. We all know how that story ends..

The good news (and yes, there is some)? Saving is a straightforward habit. It doesn’t take extraordinary skill – all it takes is some discipline and a will to keep on your path despite what “everyone else is doing.”

A couple of thoughts from Rush

I watched “Rush” a few days ago – the movie that details the rivalry of Niki Lauda and James Hunt. It is a movie that explores the contrast between two top racers – a passionate dare-devil Britisher called James Hunt and a clinical German called Niki Lauda. They raced at a time when F1 was far from safe – a death or two every year was commonplace – and brought incredible skill to a challenging and often punishing sport. Rush is about an epic rivalry that pushed both of them to do better.

The crux of the story is in their differing approach to racing. James Hunt (painted as the more talented racer) approaches racing with passion, love, and possesses the sort of dare-devil instinct that allows him to put his life on the line. His life involves multiple highs and lows with alcohol, women, and substance abuse – he’s the flawed superstar. Lauda, on the other hand, works the percentages. For him, racing is a profession and he’s out there to win. He refuses to race in conditions where he sees more than a 20% chance of death. He also understands every aspect of the car and often helps the technicians with the engineering. It makes for a great contrast and a very interesting story and, as the movie goes on, they develop a grudging respect for each other’s talents.

James Hunt eventually does win the world championship he always dreamed of. However, things go downhill very quickly after that. He loses focus (despite Lauda’s attempts to push him) and he dies aged 44. His story reminds me of that of Manchester United and Northern Ireland legend George Best. Best was the best player of the world at 22 but no amount of talent could save him from himself.

It is a telling reminder that talent is only one part of the equation of excellence and happiness. There’s a lot more to life than that and the boring traits of discipline and consistency rarely get the credit they deserve.

Lauda sums it all up brilliantly after a conversation with Hunt just after Hunt’s world title.

“Of course he didn’t listen to me. For James, one world title was enough. He had proved what he needed to prove. To himself and anyone who doubted him. And two years later, he retired. When I saw him next in London, seven years later, me as a champion again, him as broadcaster, he was barefoot on a bicycle with a flat tire, still living each day like his last. When I heard he died age 45 of a heart attack, I wasn’t surprised. I was just sad. People always think of us as rivals but he was among the very few I liked and even fewer that I respected. He remains the only person I envied.”

Understanding what drives us

There are 2 ways I know of understanding what drives us – our schedule and our track record.

The schedule is a short term measure while the track record is the long term measure. The track record functions as the real test while the schedule forms a check. A bit of soul searching might reveal what we’d like to think we’re driven by but the schedule and track record are the real answers.

If we haven’t done anything around serving the community ever, it is definitely not something we care about all that much. Words don’t get work done and only work done counts. And, if we haven’t spent much time with our family this week, it’s safe to say that’s not what drives us. The schedule reflects our priorities.

This doesn’t mean the answer to the “what drives us” question is set in stone. A detailed look might reveal things we don’t really want to talk about – free time, Facebook, television, etc.

We can begin to change it by fixing our schedule this week and the next. Over time, it’ll show on our track record.

Becoming immune

Even the best performers receive 1 star reviews and boos when they try something out that doesn’t work. “She should stick to what she’s good at.” But, it doesn’t stop them. The best performers consistently reinvent themselves because change is essential. If every song follows the style of the first hit, it’ll mark certain death.

While there probably is art and science to making change without alienating those who follow you, this post is about the other useful skill – building immunity. A 1-star review on Amazon, a boo when you are performing, or an insult to your face never stops hurting. But, over time, top artists learn to be immune enough so it hurts a little bit but not too much.

How? By doing what’s painful.

When you start out playing the guitar, there’s no way to avoid the pain caused by cuts in your fingers. Over time, however, those cuts lead to hardened skin which in turn mean less pain. The pain doesn’t ever entirely go away. We just become immune to its intensity. The pain is important because it shows we still feel and creating art requires us to be in touch with those feelings. The immunity, however, reminds us that there are things more important than that pain.

So, if you’re worried about being criticized, go do something (it doesn’t matter what) – the criticism will follow. if you’re worried about failing, go do something (again, it doesn’t matter what) – the failure will follow as well. Action -> initial encouragement -> pain -> failure -> more pain -> immunity -> creating stuff we are proud of.

Time to take the first step.

6 years

Today is the 6th year anniversary of this blog. As I type out this 3087th post, I have a couple of thoughts to share for the day –

First, a thank you to Blogger. This blog spent a week short of six years on Blogger. It was a really nice experience as Blogger did offer a simple service for journalistic blogs. When I started blogging, WordPress was still an upcoming service while Blogger was much more established. I had big hopes for Blogger and what Google would do it. Unfortunately, most of that didn’t happen and I’m happy to have shifted to WordPress. The shift was a rather painful process and, while I do bear a few scars (like lost followers), I think it is for the greater good. WordPress do blogging very well. Well done Matt and team. Looking forward to staying here for a few decades.

Second, a thank you to Mom. I thought for a while about a mother’s day post. But I just couldn’t think of a suitable one. There are many great tributes out in the news and in the blogosphere today and I didn’t feel I could add much of value. My mom’s contribution to this blog is of particular significance as she was probably the only consistent reader in the first year. Her comments, emails, and notes kept this fledgling idea going. My mom has shown unwavering support for every one of my initiatives over the past few years and I think it is really thanks to that that I have been able to approach most of the inevitable failures of these ideas with a sense of optimism. In many ways, the “A Learning a Day” philosophy owes its origins to her. And I can only hope I can be half as good as a parent as she’s been.

Finally, a note of thanks to all of you. There have been 2 anniversaries this year – the 3000th post at the start of the year and the 6th year today. There isn’t going to be another one in a while and I hope that doesn’t mean I forget to say thank you to you for your encouraging support. My only request to you for the day would be – if you are wondering if you should comment on a post or reply to the feed email with your reflections/opposing point of view, please do. It is always lovely to hear from you. You make this blog a blog. It is a privilege to be writing for you and it is one I hope I do justice to.

Here’s to another year of initiative, failure, and learning..