Tag Archives: management

September 18, 2017 · 1:40 pm

I Don’t Need A Hero

If you’ve spent any time reading this drivel, you’ve probably seen my constant nagging to provide value by solving problems. No, I’ve not changed my thinking about that, but I’d like to put one stipulation on the statement: make sure that the problem is real. I’m thinking specifically of those people who have hero syndrome. Not the seriously ill type such as the firefighter who is also an arsonist, lighting fires so they can save the day. I mean the people who are constantly solving problems that don’t exist.

I used to work with someone who would stick their head in my office and report that some client or partner was having an issue. They also told me not to worry – they were on the case and would handle it. Phew! Of course, it was rather odd when I mentioned to one of the “saved” partners that I was happy that my team member was able to solve their issue and the partner had no clue what I meant. Fortunately, the “hero” in question moved on not long afterward.

The other side of the equation is also true. There are people who are the “go-to” people in various areas and who become indispensable, so much so that their mental and physical health can suffer because they don’t want to disappoint anyone. It’s another aspect of hero syndrome. They feel as if they won’t be appreciated if they ask for help. Instead, they often become bitter, burnout, or both.

How do we handle people with hero syndrome? First, make sure the problems they are solving are real and are worth solving. Not everything is a crisis, you know. Second, make sure that they have the resources to solve the problem quickly, efficiently, and completely.  Sometimes for those of us who were higher-ups, it means getting your hands dirtier than usual, often doing work for which you’re overqualified. I always felt as if I was paid to be everyone’s safety net, so if it was a job I could do, I did it. I have plenty of paper cut scars from making last-minute copies and assembling binders when I was needed. Finally, pay attention to the folks who are constantly being heroes. Make sure they’re not lighting the fires they’re busy extinguishing. Make sure no one is constantly backlogged with work and everyone knows it’s OK to just say “no” when they’re overwhelmed. Those times are when those of us in management earn our pay.

Make sense?

Leave a comment

Filed under Consulting, Helpful Hints, Reality checks

Tagged as , , , ,

September 8, 2017 · 8:43 am

Our Daily Bread

I was struck, this Foodie Friday, by an article written for the Civil Eats site about how much bread is wasted. I don’t mean financial resources. This is actual bread: loaves, bagels, even donuts. As the piece states:

There’s also the fact that, except in the most exclusive bakeries, a bare shelf is a no-no. Customers expect fresh bread and lots of it. Sugar and fat are also relatively inexpensive, so it is safer to make too much and donate the leftovers than it is to risk running out.

Apparently, it’s a worldwide epidemic, caused, in part, by the growth of factory bread. You know: mass-produced loaves that taste like nothing and are full of fat, carbs, and not much else. Putting aside the quality of the products, I hate waste in all of its forms but particularly when it comes to food. Yes, there are people in this country and around the world who are starving, but I don’t think for a minute that the food either you or I throw out is taken from their mouths. I also get that the statement is more a reminder to be thankful for what we have. What’s lost in idly tossing out food or giving away a bakery’s excess is something I learned from both my friend’s grandmother who taught me to cook and from watching Jacques Pepin on TV.

Nothing is to be wasted. Old bread becomes breadcrumbs or a panade to round out meatballs or a meatloaf. Maybe it’s even the star of a Panzanella. Top mac and cheese with fresh breadcrumbs. Veggie trimmings can be collected and used to make broth, as can shrimp shells or meat trimmings. Ground beef generally is, in fact, meat trimmings.Find some Jacques Pepin videos on YouTube and you’ll be struck by how everything he has is used somehow, even as a garnish.

Bakeries might need to do a better job of managing their dough, but so do we. The kitchen mantra of wasting nothing needs to apply to every business. I once saw the events group at the NHL dragging full garbage bins. They were tossing the contents of their closet which contained event signs and other stuff. We turned their garbage into a million dollar auction business. Nothing is wasted.

What if the bakeries and supermarkets changed the paradigm? What if empty shelves were a sign of an in-demand, high-quality product? What if they made less? Great BBQ places run out of food in hours. It sure makes projecting your P&L a lot easier when you know that you’ll sell everything you make. Sure, you’re losing a bit of upside by running out, but how does that compare with what you’re wasting? Food for thought!

Leave a comment

Filed under Consulting, food

Tagged as , , , , ,

August 25, 2017 · 11:16 am

Hot Dog! It’s Friday!

It’s Foodie Friday! I spent many years working in the sports business and because of that, I was privileged to attend hundreds of sporting events around the world. One of the best parts of those experiences was the food. Inevitably, there was some down time which allowed me to wander about the arena or stadium and sample the food. I am a big believer in what I consider the truism (as the late great Frank Deford wrote) that a hot dog tastes better at the ball park. I’m such a devotee of having a dog (or 3) at the game that I usually have one before I even get to my seat. But why is that, and, more importantly for our purposes here, what does that tell us about our business?

A cooked hot dog garnished with mustard.

(Photo credit: Wikipedia)

You might suppose that it’s the particular brand of dog served. I’ve purchased the identical brands served at various places and they never taste the same when I prepare them at home. I’ve boiled them, steamed them, grilled them, or some combination of methods and yet while the taste is similar, it’s not the same. It’s not the condiments or the bun (steamed, grilled, toasted, or right out of the bag – doesn’t matter!). No, dear readers, it’s the environment.

Many studies have demonstrated the effect that environmental elements have on our perception of food. Obvious things such as lighting and less obvious things such as the music playing have been proven to change how we perceive food tastes. One obvious example is food eaten on an airplane, where the pressure is lower and the noise is higher. Our taste buds don’t function as well at 35,000 feet so airline chefs overseason their dishes (the combination of dryness and low pressure reduces the sensitivity of your taste buds to sweet and salty foods by around 30%, according to a 2010 study conducted by Germany’s Fraunhofer Institute for Building Physics). What does this have to do with your business?

A lot. The environment we create in our offices or stores or even our digital presences can affect how workers and customers “taste” what we’re offering. If we demonstrate a commitment to openness and trust, we create an environment where everyone perceives that things are better than elsewhere even when they’re common events. We can yell and scream while we eat at the ballpark. The food tastes better because we’re having fun. Are you encouraging that kind of fun in your place of business? Most concession stands offer condiments so you can have your food the way you like it. Do you offer the same kind of personalization to your workers or customers? Do you take their personal lives into account and offer some flexibility in hours or remote work?

Think about why the same dog you prepare at home tastes way better at the stadium as you think about how you approach your customers and your business. You’ll be on the way to standing out from your competitors, even if they’re offering a similar product or service.

Leave a comment

Filed under Consulting, food, Thinking Aloud

Tagged as , , , , , , ,