Chip Kent

Today's Author is Chip Kent, MSc, SPHR, CDM, CFPP, FMP. He is the Thought Leader for our Partner Service Initiative. Prior to Clark, Chip spent over 35 years managing & leading organizations within the Hospitality Industry including Restaurants, Business, Health Care and Retirement Communities.

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HAPPY NEW YEAR FROM CLARK FOOD SERVICE EQUIPMENT!

This is a great time for me, and my associates at Clark, to thank you for all the kind words that we have received about the launch of our first year of Trends-hour monthly, informational e-Blast addressing issues faced by organizations that serve customers and clients within the Hospitality Industry.

This is the time of year when New Year's resolutions are on the mind. My challenge to you is to think about the past year when it comes to the foundation of your organization-your associates.  Reflect on how you can change for the better, or improve in that area.  Take the good that you do and make it GREAT! 

To assist you in that quest, we have done a "Year-in-Review" of the four Trends articles about that very topic.  We are sending the complete series to you in a printable format so you have something you can easily review and refer to.  We are providing this is a small token of our appreciation for all the support you have given us throughout last year.

May you have a Healthy and Happy Year and continued organizational success!

 

We want your input!

Please reach out to us if you have any topics you would like to see

in an upcoming issue of Trends.  We would love to hear your ideas!  

Please email any suggestions to trends@cfse.biz

Chip Kent

Today's Author is Chip Kent, MSc, SPHR, CDM, CFPP, FMP. He is the Thought Leader for our Partner Service Initiative. Prior to Clark, Chip spent over 35 years managing & leading organizations within the Hospitality Industry including Restaurants, Business, Health Care and Retirement Communities.

Contact Chip Kent

CARE… The Heart of an Organization

What better subject to discuss for our last Trends of the year!  "Tis the season to emphasize Caring and it just happens to be the final part of our 4 part series that has explored Disney's approach to maintaining and growing a successful organization.

Disney puts their Cast Members first by treating them with the same courtesy, respect, understanding, and consideration that they expect the Cast Members to demonstrate toward their Guests!  How are you and the management of your organization treating your most valuable asset - your associates?  Can you really expect an unhappy associate to be the best 'Disciple' for your organization when dealing with your customers? 

The book, The Customer Comes Second: Put Your People First and Watch 'em Kick Butt by Hal Rosenbluth, talks about serving tea and the many ways it can be done.  The real memorable part of serving tea comes from the person providing the service!  Tea is just a product the service surrounding it makes all the difference.  So think about an unhappy, upset, disgruntled associate serving tea.  I don't care how good the tea is-the experience will be terrible!

 

What can you do to show more care?

  • How is your associate's physical environment both where they work and in break areas?
  • What benefits can you reasonably afford to offer?
  • Do you 'fairly' provide compensation for all types of situations?
  • What more can you do to create a positive work environment consistently?
  • How do you recognize your staff? Written complimentary notes, inexpensive 'trophy'awards, service awards, status pins, public recognitions, etc. (Add that personal touch)
  • How are you showing appreciation for jobs well done?  Staff functions, fimple celebrations.
  • Do you provide individual training, personal development and internal transfers?

 

Dick Nunis, a former Disney Executive once said, "We realize it takes a happy, healthy cast to achieve our goals, mission, and to maintain our legendary culture."  Do YOU realize that?

So in summation.... Select Right + Train consistently + Communicate to inspire and inform + Create a Caringenvironment = SUCCESS! 

Caring comes from the Heart - Caring is the Heart of successful organizations!

Wishing you the best this season of caring has to offer!

Chip Kent

Today's Author is Chip Kent, MSc, SPHR, CDM, CFPP, FMP. He is the Thought Leader for our Partner Service Initiative. Prior to Clark, Chip spent over 35 years managing & leading organizations within the Hospitality Industry including Restaurants, Business, Health Care and Retirement Communities.

Contact Chip Kent

Communication…The Life Blood of an Organization

Welcome to Part Three of the Four Part Series that explores Disney's approach to Growing and Maintaining a Culturethat has been the foundation for their business success.  As previously discussed, it's done, in part, by creating a Quality Cast (Associate) Experience. Previous articles have focused on Selection and Training.  This month will spotlight Communication.

In my humble opinion, Communication is the 2nd most important trait that needs to be mastered by a leader or manager in order to be successful in achieving Business Success!

If leaders and managers can't communicate clearly, passionately and persuasively their vision, strategies, and requirements, they will never reach their full potential. This article will give you some easy to understand points that will help you focus on how to better understand the people around you, what drives them, and how to you can better motivate them to achieve superior business results.

It's as simple as the A, B, C's or in this case - DiSC

The utilization of Behavioral Assessments will help you better understand why you, and others, act the way you do.  Additionally, how to make that work for you!

In this example, consider that our dimensions of behavioral styles span across four dimensions with one of those dimensions being primary:

 

The Two Active, Fast Paced, Behavioral Styles                               

DI

D - Dominance:  Direct and Decisive.  D's are strong-willed, strong-minded people who like accepting challenges, taking action and getting immediate results.  ("I know what I want and I go after it.")

i -  Influence:  Optimistic and Outgoing.  I's are "people people" who like participating on teams, sharing ideas, and energizing and entertaining others.  ("I like freedom from control and detail.")

 

The Two Moderate Paced and Thoughtful Behavioral Styles      

SC

S - Steadiness:  Sympathetic and Cooperative.  S's are helpful people who like working behind the scenes, performing in consistent and predictable ways, and being good listeners.  ("I'm a team player and I enjoy helping people")

C - Conscientiousness:  Concerned and Correct.  C's are sticklers for quality and like planning ahead, employing systematic approaches, and checking and re-checking for accuracy.  ("I  prefer facts to emotions.")

 

Imagine...how a person might feel if you were a High D criticizing the calculations and work of a High C especially after giving them little time to complete their work.

You were a High C trying to get a High I to study results and calculations for days at a time by themselves.

You were a High S and had to work with a High D manager who thrived in a changing environment and didn't care about people's feelings.

 

Awareness of behavioral styles is YOUR FIRST STEP to understanding how to communicate more effectively-Yours first, then Theirs.   By studying the above information and Adapting to Their Behavior Style, you can see how you can excite or motivate someone or just the opposite-how to hurt, or de-motivate a person.  Remember&hellip

"A person may forget what you said they may forget how you said it but they will NEVER forget how you made them feel." -Unknown.

Oh, by the way, what do I think is the first, most important trait of a leader or manager?  Developing TRUST - after all, who cares what a person says if they can't be trusted?

 

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