What automobile best personifies your credit union? I asked this question recently at one of my marketing team meetings. Everyone thought for a second and the answer that was most prevalent was “Chevrolet.” Well, I thought, that’s not very sexy. Chevrolet…..it sounds so basic, so middle class, and so bland.
Then I attended the DFW Auto Show in Dallas this past weekend and I had an epiphany. When I entered the showroom what automobile maker was front and center? You guessed it. It was Chevrolet. The display of cars and trucks was huge! The coveted Corvette had a special place all of its own. And the Camaro Z21 was prominently displayed on the rotating stage as if crowned the reigning king of Chevys. There was a widescreen video production celebrating the work horse truck of them all, the Chevrolet Silverado.
That’s when it hit me. I grew up with these cars. My grandfather had a Chevrolet truck and my father owned Chevrolet cars. My brother has owned two Chevrolets before he moved on to Mercedes. Heck, I owned two Chevys as well before I switched to Lexus. This basic, middle class, sometimes bland vehicle was the foundation of my family lifestyle automobile ownership. Even though I haven’t owned a Chevrolet in years, there was an emotional attachment that I could not deny.
So what’s wrong with Neighborhood Credit Union being a Chevrolet? Like Chevrolet, we have a long solid history. We’re the oldest credit union in Dallas with 82 years of serving members. Chevrolet has been the car of many generations of families and has served the middle class well. With a foundation of family membership and a member base that is largely working middle class Neighborhood CU is very similar. Our original field of membership was the U.S. Postal Service and our postal family still has a significant presence. We have transitioned from a credit union with products that are largely traditional to innovative products that are one of a kind for the Dallas-Fort Worth market such as our Prize Savings. Chevrolet has the most modest of cars to not one but two premier sports cars. Let’s not forget that the Silverado was the only truck that made it through the apocalyptic world shown in the 2012 Super Bowl commercial.
Lisa, the spokesperson on the Chevrolet stage at the auto show, said in referencing the Camaro Z21, “It’s the spirit of the past with a futuristic thrill.” I think that sums up the Neighborhood CU brand very well. I don’t mind being a Chevy at all.
Did I mention that our CEO drives a Chevrolet Tahoe? As they say, Chevy runs deep. And so does Neighborhood Credit Union.
Showing posts with label Work. Show all posts
Showing posts with label Work. Show all posts
Friday, March 30, 2012
Tuesday, March 30, 2010
Don't Forget to Ask About Dessert
This past Sunday I was having brunch as I often do at one of my favorite spots, Cafe Lago. The waitress recognized me as a regular and I recalled her as well. It had been a while since she served me. The weather was beautiful.....sunny and high 60's.........so the patio was full and it was busy. I placed my order and then sat back to enjoy the view.
My food was delivered promptly and after savoring it I thought dessert would be a nice ending. I waited for my server to bring by the dessert plate or ask what I would like. Imagine my surprise when she handed me the check! She didn't bring the dessert plate, she didn't ask me if I wanted dessert and here was my completed check!
My first thought was to just pay the bill and get a treat somewhere else. But since I really did want one of their special desserts I asked her to add it to the check. It was a good meal and an okay experience. However, it would have resonated more highly in my mind if she had been the one to ask me about dessert instead of the other way around. She was focused on the mechanics of serving: take the order; deliver the meal; deliver the check; etc. She should have been focused on me and what I may have want or needed.
It occurred to me that our credit unions and other financial institutions may be very similar to this restaurant. The staff goes into process mode when it is busy and just works to get the basic job done. They forget about treating each member as a unique individual and discovering what they may need or want. Sometimes it may be that a series of questions need to be asked. Sometimes it may just be one question. Opportunities to expand the relationship and cultivate loyalty are often missed by the failure to ask.
So I wonder how much business is being left on the table? How many member needs are going unmet? How many members are giving us some of their business but going elsewhere to a provider that will ask them about their wants and needs? How many times are our employees failing to ask our members about dessert?
Saturday, February 27, 2010
#GAC10 – THE START OF A REBOOT?
GAC is known in many circles as a credit union CEO and board members conference. This was reinforced to me this year as I met two or three board members for every credit union staffer. In recent years though, other senior management staff has attended and I’d like to think that the CUNA Councils enhanced involvement have played some part in this transition. One thing GAC is not known for is resonating particularly well with anyone that is under 30 years of age. That changed decidedly this year.
The 2010 CUNA Governmental Affairs (GAC) Conference had a new energy and a new passion all initiated by a very unique group of attendees call the Crashers. The GAC Crashers are a small group of credit union professionals under 30 who decided to “crash” the GAC and align their own cost-effective conference alongside the behemoth CU conference of the year. The idea was to use hostels as economical housing, participate in free networking events and have conversations with credit union leaders.
To their credit, CUNA decided to embrace the Crashers and granted some scholarships to GAC. Well-known leaders from various credit union organizations led the Crashers breakout sessions. I have to say that some of the topics were more interesting than the standard GAC breakouts and had me wishing I was a Crasher so I could attend!
I’m one of the “old” folks but I enthusiastically support the “crash” concept. The ingenuity, creativity and pure brashness of it all intrigued me. These young professionals are the real deal and from where I sit the future looks bright with them at the helm. Their innovative mindset and collaborative spirit speak to the credit union movement that I joined some thirty years ago. To talk with them and feel their enthusiasm is like a breath of fresh air. I loved it!
I’ve attended GAC for a few years now but this year felt decidedly different. There was a sense of excitement and as I tweeted and observed tweets during the sessions, I smiled. Social media was “in effect” at the 2010 GAC.
Although I only met a few of the Crashers from my association on Twitter, you couldn’t miss them. I was honored to be invited to the Cap City Brewery Tweetup, which I regretfully had to miss but I still followed the action through the tweets.
So “old fogies” of the CUNA GAC, what did you learn from the Crashers? Does the GAC need a youth reboot? How should we start embracing this new crop of credit union leaders who are our future and the ones in which we will pass the torch? In other words, GAC folks, how do we start melding these generations? While the demographics of the GAC are not going to change overnight, the conference needs to start evolving for the future. It is long overdue and I’m so glad that the Crashers have started the conversation and most importantly set the stage in motion for some much needed change. See you in 2011, GAC Crashers!
The 2010 CUNA Governmental Affairs (GAC) Conference had a new energy and a new passion all initiated by a very unique group of attendees call the Crashers. The GAC Crashers are a small group of credit union professionals under 30 who decided to “crash” the GAC and align their own cost-effective conference alongside the behemoth CU conference of the year. The idea was to use hostels as economical housing, participate in free networking events and have conversations with credit union leaders.
To their credit, CUNA decided to embrace the Crashers and granted some scholarships to GAC. Well-known leaders from various credit union organizations led the Crashers breakout sessions. I have to say that some of the topics were more interesting than the standard GAC breakouts and had me wishing I was a Crasher so I could attend!
I’m one of the “old” folks but I enthusiastically support the “crash” concept. The ingenuity, creativity and pure brashness of it all intrigued me. These young professionals are the real deal and from where I sit the future looks bright with them at the helm. Their innovative mindset and collaborative spirit speak to the credit union movement that I joined some thirty years ago. To talk with them and feel their enthusiasm is like a breath of fresh air. I loved it!
I’ve attended GAC for a few years now but this year felt decidedly different. There was a sense of excitement and as I tweeted and observed tweets during the sessions, I smiled. Social media was “in effect” at the 2010 GAC.
Although I only met a few of the Crashers from my association on Twitter, you couldn’t miss them. I was honored to be invited to the Cap City Brewery Tweetup, which I regretfully had to miss but I still followed the action through the tweets.
So “old fogies” of the CUNA GAC, what did you learn from the Crashers? Does the GAC need a youth reboot? How should we start embracing this new crop of credit union leaders who are our future and the ones in which we will pass the torch? In other words, GAC folks, how do we start melding these generations? While the demographics of the GAC are not going to change overnight, the conference needs to start evolving for the future. It is long overdue and I’m so glad that the Crashers have started the conversation and most importantly set the stage in motion for some much needed change. See you in 2011, GAC Crashers!
Note: For those of you unfamiliar with the credit union movement, CUNA is the Credit Union National Association.
Monday, October 12, 2009
The Relentless Pursuit of Perfection
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I drive a Lexus. I don’t say that to be pretentious. While it’s a luxury automobile it still is just a car. I’m on my second Lexus and it’s still amazing to me that the first one lasted eleven years. It’s now been three years for Lexus number two and neither one was a new vehicle purchase. That speaks volumes in this quality-starved era.
Back when I purchased by first Lexus I remember the slogan was the “Relentless Pursuit of Perfection.” That word “relentless” intrigued me. When I pictured the slogan I saw a race with a Lexus automobile in front of many nameless vehicle brands. Yet ahead of the Lexus and unseen is a foe or competitor yet to be overtaken. Lexus is in pursuit. To me that visual and the words “relentless pursuit of perfection” are extremely powerful. What if we as a credit union movement or any of us as individual credit unions had the slogan that indicated that we were in the relentless pursuit of perfection? Is it a lofty, grand, audacious goal that is out of sight? Or is it a potential promise of greatness that can inspire us? As you ponder those questions, let’s consider what those words really mean.
Relentless. When I think of something being relentless I think of a persistence that fails to yield no matter what the cost. There’s a focus and a passion that fuels the drive. Some might tend to see the word in a negative sense but I prefer to think of it in the most pure meaning which is steady and persistent. What could we achieve in the credit union movement and in our own credit unions if we were relentless about service…relentless about reflecting our difference compared to banks and not just blending in…..relentless about truly educating our members and making them financially successful instead of just selling them products and collecting the associated fees. Some of us are relentless in these areas and the results speak to the success. But some of us have acquiesced and our credit unions do not appear that much different than a bank.
Pursuit. A pursuit is a quest to achieve something worthwhile. It is something that you strive for on a regular and consistent basis. It is not always easy…that’s what makes it a pursuit. But the reward….the pot of gold at the end of the rainbow…..whatever that may be makes it worth the effort. I liken what we do in our credit unions to a pursuit. We are helping our members achieve financial success. We are teaching and educating them. What we do can make a difference to a member for their lifetime. It’s important and it’s significant! Money and the state of one’s finances are sacred. As a credit union we are entrusted with this precious resource. Isn’t the quest to make something truly exceptional from it worth the pursuit?
Perfection. Now when it comes to perfection you may think of the perfectionist for whom nothing is good enough. This is not what I see when I think of perfection. Instead I think of excellence and the highest degree of quality. I think of something that is superior and almost flawless……in two words—World Class. Someone who is chasing this kind of perfection is never satisfied for long because they know there’s more that can be achieved. They are always looking at how to improve…..how to be better. They don’t rest on their laurels and they are always slightly uncomfortable.
I think in the early days of the credit union movement we were in the relentless pursuit of perfection. We were young and as the underdogs in the financial industry we had something to prove. We had a mission and vision that inspires us. Well, we’re not that young anymore as the movement just celebrated 100 years. And while banks have the bulk of market share, in certain areas of the country credit unions are a prominent force. However, what remains the same from our early days is that we still have a mission and vision to pursue. Debt levels are at an all-time high and many people are sorely lacking in financial literacy. Credit for those who need it is frozen. And there is a massive lack of trust in banks and in the financial system as a whole. Credit unions have the opportunity to be that beacon and light at the end of the tunnel. But to do this we must stand out from the crowd not blend in. When banks and others retreat we must charge forward. We must be that car that is out front leading the race. What are you doing at your credit union or your business to achieve the relentless pursuit of perfection?
Back when I purchased by first Lexus I remember the slogan was the “Relentless Pursuit of Perfection.” That word “relentless” intrigued me. When I pictured the slogan I saw a race with a Lexus automobile in front of many nameless vehicle brands. Yet ahead of the Lexus and unseen is a foe or competitor yet to be overtaken. Lexus is in pursuit. To me that visual and the words “relentless pursuit of perfection” are extremely powerful. What if we as a credit union movement or any of us as individual credit unions had the slogan that indicated that we were in the relentless pursuit of perfection? Is it a lofty, grand, audacious goal that is out of sight? Or is it a potential promise of greatness that can inspire us? As you ponder those questions, let’s consider what those words really mean.
Relentless. When I think of something being relentless I think of a persistence that fails to yield no matter what the cost. There’s a focus and a passion that fuels the drive. Some might tend to see the word in a negative sense but I prefer to think of it in the most pure meaning which is steady and persistent. What could we achieve in the credit union movement and in our own credit unions if we were relentless about service…relentless about reflecting our difference compared to banks and not just blending in…..relentless about truly educating our members and making them financially successful instead of just selling them products and collecting the associated fees. Some of us are relentless in these areas and the results speak to the success. But some of us have acquiesced and our credit unions do not appear that much different than a bank.
Pursuit. A pursuit is a quest to achieve something worthwhile. It is something that you strive for on a regular and consistent basis. It is not always easy…that’s what makes it a pursuit. But the reward….the pot of gold at the end of the rainbow…..whatever that may be makes it worth the effort. I liken what we do in our credit unions to a pursuit. We are helping our members achieve financial success. We are teaching and educating them. What we do can make a difference to a member for their lifetime. It’s important and it’s significant! Money and the state of one’s finances are sacred. As a credit union we are entrusted with this precious resource. Isn’t the quest to make something truly exceptional from it worth the pursuit?
Perfection. Now when it comes to perfection you may think of the perfectionist for whom nothing is good enough. This is not what I see when I think of perfection. Instead I think of excellence and the highest degree of quality. I think of something that is superior and almost flawless……in two words—World Class. Someone who is chasing this kind of perfection is never satisfied for long because they know there’s more that can be achieved. They are always looking at how to improve…..how to be better. They don’t rest on their laurels and they are always slightly uncomfortable.
I think in the early days of the credit union movement we were in the relentless pursuit of perfection. We were young and as the underdogs in the financial industry we had something to prove. We had a mission and vision that inspires us. Well, we’re not that young anymore as the movement just celebrated 100 years. And while banks have the bulk of market share, in certain areas of the country credit unions are a prominent force. However, what remains the same from our early days is that we still have a mission and vision to pursue. Debt levels are at an all-time high and many people are sorely lacking in financial literacy. Credit for those who need it is frozen. And there is a massive lack of trust in banks and in the financial system as a whole. Credit unions have the opportunity to be that beacon and light at the end of the tunnel. But to do this we must stand out from the crowd not blend in. When banks and others retreat we must charge forward. We must be that car that is out front leading the race. What are you doing at your credit union or your business to achieve the relentless pursuit of perfection?
Wednesday, July 29, 2009
Your Ultimate Aim
I have a wonderful inspirational book by Max Lucado that a dear friend gave to me as a Christmas present. For each day of the year it has a Bible verse focused around a specific theme followed by some insightful thoughts to ponder. On Monday, I picked it up and the theme was particularly relevant, “Christ’s Ultimate Aim.” It talked about how Jesus was always able to stay on track and on target. He kept his life on course. A quiet, reverent “wow” flashed through by mind. How many of us could make that statement today? I was struggling just to decide on all of the things I wanted to focus on for my staycation!
As I continued to reflect on this thought, I realized that Jesus’ life was probably not very different from ours in terms of having his attention tugged in many directions or having many possible paths that he could take in life. He could have had any “career” that he desired. He was popular and well-known which certainly could have gone to his head. People made constant demands of him that were in their best interest. It would have been easy to experience a sense of being overwhelmed and stressed. Yet, Christ remained centered and chose a humble route to be a Savior and save souls. He focused relentlessly on this one task and was not deterred.
So what can we learn from this kind of discipline and devotion? First, we have to decide what our one thing is to accomplish in life. Yes, I know….you can’t just choose one thing, right? But then again, why not choose one thing? Wouldn’t the results from a singularly purposed life be infinitely larger than the results from one made up of a sundry of pursuits? That doesn’t mean that you only do one thing but your purpose is focused on one theme. That most likely will mean a number of goals or objectives around your theme.
Once you decide your one thing or purpose, commit it to writing. In fact a life plan as recommended by Michael Hyatt, CEO of Thomas Nelson Publishing, is an excellent idea. There’s something about the written word that instills commitment and keeps us on task.
Finally, refer to your purpose often. Let it inspire you. Let it guide you. If you have truly chosen your tailored life purpose, it will be your ultimate aim. You will stay on course and on target. It’s never too late to choose a life purpose. Why not take some time today to refine your ultimate aim?
As I continued to reflect on this thought, I realized that Jesus’ life was probably not very different from ours in terms of having his attention tugged in many directions or having many possible paths that he could take in life. He could have had any “career” that he desired. He was popular and well-known which certainly could have gone to his head. People made constant demands of him that were in their best interest. It would have been easy to experience a sense of being overwhelmed and stressed. Yet, Christ remained centered and chose a humble route to be a Savior and save souls. He focused relentlessly on this one task and was not deterred.
So what can we learn from this kind of discipline and devotion? First, we have to decide what our one thing is to accomplish in life. Yes, I know….you can’t just choose one thing, right? But then again, why not choose one thing? Wouldn’t the results from a singularly purposed life be infinitely larger than the results from one made up of a sundry of pursuits? That doesn’t mean that you only do one thing but your purpose is focused on one theme. That most likely will mean a number of goals or objectives around your theme.
Once you decide your one thing or purpose, commit it to writing. In fact a life plan as recommended by Michael Hyatt, CEO of Thomas Nelson Publishing, is an excellent idea. There’s something about the written word that instills commitment and keeps us on task.
Finally, refer to your purpose often. Let it inspire you. Let it guide you. If you have truly chosen your tailored life purpose, it will be your ultimate aim. You will stay on course and on target. It’s never too late to choose a life purpose. Why not take some time today to refine your ultimate aim?
Sunday, July 5, 2009
Why I Twitter
If you’re scratching your head wondering what “Twitter” is or what it means, you’re not alone. This new hip micro-blogging social media platform is just now beginning to go mainstream. In April, Oprah sent her first “tweet” to answer the question “What are you doing” in 140 words or less.
There are a number of articles out there explaining what Twitter is and why you should use it, so I won’t expand here. You have probably gotten an idea from my first paragraph. Hints: micro-blogging, social media, “what are you doing” and 140 words or less.
Rather, I want to share why I, a 40-something boomer or most recently I learned a jonesy (jones generation), have embraced the Twitterverse. Put simply, it’s brief and concise, it’s up-to-the-minute, it’s easy, it’s free, and it’s so cool. What better way to let friends know what you’re doing and as a by-product establish your personal brand? It’s also a great way to connect with new friends and contacts in a way that has not been seen up until now.
My goal with Twitter is to allow those who choose to follow me and view my updates a glimpse into who I am personally and professionally. I tweet about my life, my likes and dislikes, my goals, my dog, my family, and of course, my job as a credit union VP. I’m promoting Carolyn Jordan who happens to work in the credit union movement at Neighborhood CU. It’s my hope that those who get to know me will feel an emotional connection that provides and inspiration or resource that they can use in their life. If they happen to need a financial institution maybe this connection will encourage them to use my credit union. The other side of the coin is that credit union employees and members will get to know me better as well through that same emotional connection.
Someone said a while back that Twitter was like one big chat room. Well, there may be some credibility to that statement…..but it’s so much more than a chat room. It’s hard to explain. With Twitter, I have a ready source of followers in which I can connect to instantly and glean insight. I get the news much quicker than any other source I have used previously. It’s real time….happening right in the moment. And it’s a cool way to record my day and revisit at day’s end. It’s just plain fun…..a wonderful stress reliever.
I wasn’t surprised when my boss, the CEO of our credit union asked who uses Twitter at a recent management meeting, I was the lone ranger. I held up my hand proudly! I know most of my colleagues don’t get it. Someone said it’s too much to keep up with because of the constant updates. Someone else said, isn’t there something similar on Facebook? And others just don’t understand the novelty in answering the question “what are you doing” throughout the day. Hopefully, someone will take the plunge and try it. I did and it has changed my world…..for the better……or as we tweeps say….for the twitter.
There are a number of articles out there explaining what Twitter is and why you should use it, so I won’t expand here. You have probably gotten an idea from my first paragraph. Hints: micro-blogging, social media, “what are you doing” and 140 words or less.
Rather, I want to share why I, a 40-something boomer or most recently I learned a jonesy (jones generation), have embraced the Twitterverse. Put simply, it’s brief and concise, it’s up-to-the-minute, it’s easy, it’s free, and it’s so cool. What better way to let friends know what you’re doing and as a by-product establish your personal brand? It’s also a great way to connect with new friends and contacts in a way that has not been seen up until now.
My goal with Twitter is to allow those who choose to follow me and view my updates a glimpse into who I am personally and professionally. I tweet about my life, my likes and dislikes, my goals, my dog, my family, and of course, my job as a credit union VP. I’m promoting Carolyn Jordan who happens to work in the credit union movement at Neighborhood CU. It’s my hope that those who get to know me will feel an emotional connection that provides and inspiration or resource that they can use in their life. If they happen to need a financial institution maybe this connection will encourage them to use my credit union. The other side of the coin is that credit union employees and members will get to know me better as well through that same emotional connection.
Someone said a while back that Twitter was like one big chat room. Well, there may be some credibility to that statement…..but it’s so much more than a chat room. It’s hard to explain. With Twitter, I have a ready source of followers in which I can connect to instantly and glean insight. I get the news much quicker than any other source I have used previously. It’s real time….happening right in the moment. And it’s a cool way to record my day and revisit at day’s end. It’s just plain fun…..a wonderful stress reliever.
I wasn’t surprised when my boss, the CEO of our credit union asked who uses Twitter at a recent management meeting, I was the lone ranger. I held up my hand proudly! I know most of my colleagues don’t get it. Someone said it’s too much to keep up with because of the constant updates. Someone else said, isn’t there something similar on Facebook? And others just don’t understand the novelty in answering the question “what are you doing” throughout the day. Hopefully, someone will take the plunge and try it. I did and it has changed my world…..for the better……or as we tweeps say….for the twitter.
Sunday, March 22, 2009
Cafe Lago - A Study in Entrepreneurship
There is something that I absolutely love about neighborhood cafes. They are often unique, individualized and very personal to the owner and the clientele. And most have excellent service as they know their patrons intimately. One of my favorite places in the Casa Linda area of Dallas is called very aptly Café Lago. It is located underneath an apartment development near the vicinity of White Rock Lake, our “urban oasis” within the city.
It’s fascinating to watch the owner, Gaby, in action. She is very much a hands-on entrepreneur who likes to be in the action. I get the sense that she probably has struggled with delegation like all driven managers, leaders and owners. In fact, she recently made the decision to close on Mondays which I suspect is a way to bring more overall balance to work and family life. She takes pride in the café and wants things to be right….after all it is a reflection of her. I can tell that Gaby is a driver personality which could make it a challenge to work for her. However, as driven as she is apparently, it is also quite visible to see how much she cares for her staff and her customers.
I dine there frequently on the weekends. It’s a respite for me from the stress of the week. I often sit on the patio and people-watch, read or just observe nature as the birds congregate at the fountain. It struck me today what a great study this would be in customer service, sales and entrepreneurship that can be used in any business for a manager or leader.
Attention to detail. The interior has a minimalist theme and is very tasteful. There are fresh flowers on each table…nothing imposing just a stem or two in a small vase. The flowers are changed out daily or at least several times per week. When I go in on the weekend on both Saturday and Sunday, I notice different flowers each day. On the walls spaced nice and evenly are hanging vases with the same types of flowers as you observe on the tables. It’s a very nice touch and a good way to bring nature inside and make people feel like it is home…a familiar place. Any good entrepreneur, leader or manager knows the importance that attention to detail can make in subtle marketing and providing a positive experience for the customer.
Being accessible and engaging with the customers and employees. I firmly believe that the best managers are out on the floor in the midst of the action instead of sitting in their offices observing from afar. Gaby is always out on the floor. She chats with the customers, takes orders and serves the food. She shows her staff how to do it. I recently watched her coach an employee on how to wipe the table down properly. She instructed her to use broad strokes to cover the entire table so that the customer does not feel any stickiness or residue. She further coached that a quick wipe down using short strokes may appear to “look” clean but if there is anything left the next customer will “feel” it. Broad strokes across the table eliminate this possibility. I listened in awe…never thinking about it this way. However, I could recall plenty of tables at other restaurants that I had to wipe myself because it was still dirty upon touching the table. I’ve never had to do this at Café Lago….hmm.
Tailoring the product and service to your niche. One of the reasons why I like Café Lago is their healthy and innovative approach to food. It has long been a signature of the restaurant before everyone else got on the bandwagon and they do it extremely well. It’s their differentiator. Each week there are specials that are not normally on the menu so it whets your appetite and encourages you to anticipate them. The special dishes are always inventive and fresh. The menu is not designed to attract the masses although there is something there that I believe everyone should like. However, for the everyday gourmet person it is pure heaven.
Pricing for value. The first time I went to Café Lago, everything was ala carte. My first thought was that it was expensive for a café. And indeed it was more expensive than some of the other breakfast and brunch places that I have frequented. However, I was quickly sold by the great taste, the uniqueness of the dishes and healthy preparation along with the great presentation. Many of the dishes you truly cannot get anywhere else and it truly is a great value. The portions are just right….not too small and not too big. The idea is for you to leave pleasantly full with enough room for dessert if you wish. And the desserts….well that’s probably another story…..they are delicious! It’s not low cost but it is definitely the best cost for the value.
Presentation is everything. At Café Lago presentation is everything and the staff takes it to heart. Coffee is served in an over-sized china cup complete with the saucer and a spoon on the side. Their fruit cup has thinly sliced seasonal fruit especially arranged by colors to invoke the senses. I once saw Gaby have a meal returned to the kitchen because while it had all of the food for the dish, the presentation was not complete. I didn’t think it made much difference until I saw it come back out. Wow! Recently I was there for a late lunch/early dinner and decided to have dessert after seeing it on another couple’s table. I knew I probably would not be able to eat all of it so I asked the server to go ahead and place it in a to-go container so I could just take it with me if I could not finish it. He nodded but returned with the cake on a white saucer served full presentation style. He said, “I insist you try it this way…it will be no problem to wrap it up once you are done and it will make all of the difference.” He was right. It just “felt” better and I almost ate the entire thing. As he promised, he promptly wrapped the small portion that I couldn’t finish.
Being a presence in the community. Gaby lives in the Casa Linda area and so she knows it well. She has long been a community advocate allowing local artists to post their work in the café as well as hosting local musical talent on select nights. She supported President Obama during the campaign and sponsored watch and inauguration parties for other community supporters. She recently joined the board of Family Outreach and has had some activities to promote their cause. This month she’s helping in a drive for a local Catholic school to round up Alumni. She is also giving away a free breakfast for two to finishers of an upcoming Family Outreach race. These are just a few examples of her community passion.
The folks at Café Lago are not perfect. Like any other business, they have their share of service snafus. However, what makes an impression is how they are eager to serve and if there is mistakes they make it right….immediately.
The service, sales and marketing basics presented by Café Lago are the tenets of cultivating a loyal following. A new breakfast restaurant just opened up near their location. I visited twice just to see what it was like. It was nice but it’s not Café Lago. And what is strange is that Café Lago is as busy as ever. How many other businesses would love to see this kind of result when a competitor moves in?
It’s fascinating to watch the owner, Gaby, in action. She is very much a hands-on entrepreneur who likes to be in the action. I get the sense that she probably has struggled with delegation like all driven managers, leaders and owners. In fact, she recently made the decision to close on Mondays which I suspect is a way to bring more overall balance to work and family life. She takes pride in the café and wants things to be right….after all it is a reflection of her. I can tell that Gaby is a driver personality which could make it a challenge to work for her. However, as driven as she is apparently, it is also quite visible to see how much she cares for her staff and her customers.
I dine there frequently on the weekends. It’s a respite for me from the stress of the week. I often sit on the patio and people-watch, read or just observe nature as the birds congregate at the fountain. It struck me today what a great study this would be in customer service, sales and entrepreneurship that can be used in any business for a manager or leader.
Attention to detail. The interior has a minimalist theme and is very tasteful. There are fresh flowers on each table…nothing imposing just a stem or two in a small vase. The flowers are changed out daily or at least several times per week. When I go in on the weekend on both Saturday and Sunday, I notice different flowers each day. On the walls spaced nice and evenly are hanging vases with the same types of flowers as you observe on the tables. It’s a very nice touch and a good way to bring nature inside and make people feel like it is home…a familiar place. Any good entrepreneur, leader or manager knows the importance that attention to detail can make in subtle marketing and providing a positive experience for the customer.
Being accessible and engaging with the customers and employees. I firmly believe that the best managers are out on the floor in the midst of the action instead of sitting in their offices observing from afar. Gaby is always out on the floor. She chats with the customers, takes orders and serves the food. She shows her staff how to do it. I recently watched her coach an employee on how to wipe the table down properly. She instructed her to use broad strokes to cover the entire table so that the customer does not feel any stickiness or residue. She further coached that a quick wipe down using short strokes may appear to “look” clean but if there is anything left the next customer will “feel” it. Broad strokes across the table eliminate this possibility. I listened in awe…never thinking about it this way. However, I could recall plenty of tables at other restaurants that I had to wipe myself because it was still dirty upon touching the table. I’ve never had to do this at Café Lago….hmm.
Tailoring the product and service to your niche. One of the reasons why I like Café Lago is their healthy and innovative approach to food. It has long been a signature of the restaurant before everyone else got on the bandwagon and they do it extremely well. It’s their differentiator. Each week there are specials that are not normally on the menu so it whets your appetite and encourages you to anticipate them. The special dishes are always inventive and fresh. The menu is not designed to attract the masses although there is something there that I believe everyone should like. However, for the everyday gourmet person it is pure heaven.
Pricing for value. The first time I went to Café Lago, everything was ala carte. My first thought was that it was expensive for a café. And indeed it was more expensive than some of the other breakfast and brunch places that I have frequented. However, I was quickly sold by the great taste, the uniqueness of the dishes and healthy preparation along with the great presentation. Many of the dishes you truly cannot get anywhere else and it truly is a great value. The portions are just right….not too small and not too big. The idea is for you to leave pleasantly full with enough room for dessert if you wish. And the desserts….well that’s probably another story…..they are delicious! It’s not low cost but it is definitely the best cost for the value.
Presentation is everything. At Café Lago presentation is everything and the staff takes it to heart. Coffee is served in an over-sized china cup complete with the saucer and a spoon on the side. Their fruit cup has thinly sliced seasonal fruit especially arranged by colors to invoke the senses. I once saw Gaby have a meal returned to the kitchen because while it had all of the food for the dish, the presentation was not complete. I didn’t think it made much difference until I saw it come back out. Wow! Recently I was there for a late lunch/early dinner and decided to have dessert after seeing it on another couple’s table. I knew I probably would not be able to eat all of it so I asked the server to go ahead and place it in a to-go container so I could just take it with me if I could not finish it. He nodded but returned with the cake on a white saucer served full presentation style. He said, “I insist you try it this way…it will be no problem to wrap it up once you are done and it will make all of the difference.” He was right. It just “felt” better and I almost ate the entire thing. As he promised, he promptly wrapped the small portion that I couldn’t finish.
Being a presence in the community. Gaby lives in the Casa Linda area and so she knows it well. She has long been a community advocate allowing local artists to post their work in the café as well as hosting local musical talent on select nights. She supported President Obama during the campaign and sponsored watch and inauguration parties for other community supporters. She recently joined the board of Family Outreach and has had some activities to promote their cause. This month she’s helping in a drive for a local Catholic school to round up Alumni. She is also giving away a free breakfast for two to finishers of an upcoming Family Outreach race. These are just a few examples of her community passion.
The folks at Café Lago are not perfect. Like any other business, they have their share of service snafus. However, what makes an impression is how they are eager to serve and if there is mistakes they make it right….immediately.
The service, sales and marketing basics presented by Café Lago are the tenets of cultivating a loyal following. A new breakfast restaurant just opened up near their location. I visited twice just to see what it was like. It was nice but it’s not Café Lago. And what is strange is that Café Lago is as busy as ever. How many other businesses would love to see this kind of result when a competitor moves in?
Sunday, July 27, 2008
Crucial Conversations
I am currently reading the book, Crucial Conversations. Reading it and interacting with various members of my family as well as coworkers on the job remind me of the importance of being skilled at dialogue. Now many of you might think, "How hard is it to talk to people?" However, that's just the point. Many of us are not talking to people. We are talking at people or in same cases not talking to avoid conflict. As you can imagine, this causes all kinds of miscommunication, bad feelings, and all around ineffectiveness.I was intrigued to read Crucial Conversations because I observed conversations that needed to take place in my workplace were not taking place. I also observed the same thing at home. So often when it comes to conversations, we think it's the other person who needs to ante up. We ignore the impact that we can have if we are skilled in how to truly have a dialogue with the other person. This is what crucial conversations are all about.
Already as a result of reading the book, I am listening more and being observant of how I react when conversations are heading down a crucial path. I am also learning that when it comes to these conversations, many times I will have to initiate them. In management, we often say, "I am here and ready to listen.....why don't they just come to me and let me know what they need?" Well, I've learned that that statement is just not reality. Even when a manager is proactive and goes to the troops, effective dialogue still may not happen if they don't feel totally safe. Silence or the courtesy "tell them what they want to hear" is often conveyed and so the crucial conversations do not take place. Life goes on as usual and issues go on unresolved.
Saturday, June 14, 2008
What's a Reasonable Work Week?
I just read a blog on the Wall Street Journal discussing the mandatory 35 hour work week limit in France. Now that's work life balance! Currently there is a bill being drafted by the President to scrap these limits citing that it would increase France's economic growth. As you can imagine, labor unions are in an uproar about it.
While a 35 hour work week may not be optimal for global competitiveness, a 60 hour work week is also just as detrimental. In a survey on the WSJ's Juggle blog, it reflected that 36% working 50 or more hours per week. 34% work 40-50 hours per week. Only 18% work about 40 hours per week. Another piece to this puzzle is taking regular vacations. There is a positive link between risk of death for middle aged men with a risk of heart disease if annual vacations are taken. For women failing to take a similar break from work can yield increased psychological health risks.
I'm proud to say that for the past three years, I have taken a 8 to 10 day vacation annually. Along with this schedule, I take various one-three day breaks and often build in a day or two break with business travel. I travel on business four to five times per year. From a work week perspective, I have some improvement to do here. I normally rack up 45 to 50 hours per week. If you count some of my work at home time it is probably 50-60 hours per week. I'm afraid to count the hours at home!
We've got to get back to a reasonable work week. Personally, my goal is 45 hours. Can a self-proclaimed workaholic make it to this limit?
Reflections on the Death of Tim Russert
Tim Russert, the anchor of "Meet the Press" died yesterday at age 58. The cause was a heart attack after collasping at work. Wow, did that hit home for me. First of all, he is 10 years older than I am so that's not too far away. He apparently was hard working and one of the top professionals in his field.
I read in one article that he had just arrived back from Rome. He had two hours sleep but felt that this would last him until 10 o'clock that night. Instead he collapsed and is dead.....he never made it to 10 o'clock that night. I thought about how many times I have pushed myself, getting one or two hours of sleep and up the next morning ready to go for the day's meeting. I've even bragged about it as a sign of my tenacity.
As a self-proclaimed workaholic, this is a wake-up call for me. All of the success in world can't outweigh a long life. Although we never know precisely when it is our time, we can start to develop better habits that will perhaps prolong our life. I am guilty of pushing myself well beyond reasonable limits for things that are most often related to work. I do that because I am a driven high achiever. I get the sense that this was a similar profile for Tim Russert. It's time to look at things differently.
Saturday, August 11, 2007
Is Work Killing Us?
I recently read in a management article that Americans have outpaced the Japanese and the Germans in average working hours. In fact, we spend more time on the job than workers in any other industrialized country with the exception of the South Koreans and Czechs. The Familes and Work Institute reports that American males work an average of 49 hours weekly with females working an average of 42 hours.
Karoshi is Japanese for death on the job. While there have been some instances here in America, no patterns or trends have been sought so they have been written off as "isolated." However, it's important to take note because of escalating work hours and being available 24/7 even while at home. We are certain to experience karoshi more in the future. Therefore, it is critical to maintain a proper work/family life balance.....indeed it could mean the difference between life and death.
So how do we do it? Well, it begins as a philosophy by employers coupled with programs and policies designed to support work/family life balance. However, it is also dependent on employees taking advantage of the programs and taking responsibility to manage the balance as well. Successful execution of work/family life balance is a partnership between employer and employee to do what is needed on both sides.
Karoshi is Japanese for death on the job. While there have been some instances here in America, no patterns or trends have been sought so they have been written off as "isolated." However, it's important to take note because of escalating work hours and being available 24/7 even while at home. We are certain to experience karoshi more in the future. Therefore, it is critical to maintain a proper work/family life balance.....indeed it could mean the difference between life and death.
So how do we do it? Well, it begins as a philosophy by employers coupled with programs and policies designed to support work/family life balance. However, it is also dependent on employees taking advantage of the programs and taking responsibility to manage the balance as well. Successful execution of work/family life balance is a partnership between employer and employee to do what is needed on both sides.
Sunday, April 22, 2007
Working on a Cloudy Sunday
Today I awoke to cloudy skies which surprised me given yesterday's sunny demeanor. Yet it seemed somewhat appropriate as this was scheduled as a work day to complete a merger project. I got up to get ready and noticing that Sydney, my pit bull was not near, I called her. She had taken up residence in one of the bedrooms snuggled in bed. Doesn't she know dogs do not sleep in people beds? I guess not (smile). She saw that I was up and followed me for the morning ritual.
I was the first to arrive at work. The others followed and soon we were all in sync to get the job done. What teamwork and dedication! The staff did not break for lunch until 2:30 p.m. I went to Subway to pick up sandwiches and cookies as an extra treat. We finished around 4:00 p.m. Mission accomplished!
Some might be resentful of working on a Sunday when it is not a normal work day. Not me. I enjoyed the challenge of a special project and was invigorated. This merger project was difficult but as I was driving home I felt such a sense of achievement at completing this major piece. It was exhilarating!
I was the first to arrive at work. The others followed and soon we were all in sync to get the job done. What teamwork and dedication! The staff did not break for lunch until 2:30 p.m. I went to Subway to pick up sandwiches and cookies as an extra treat. We finished around 4:00 p.m. Mission accomplished!
Some might be resentful of working on a Sunday when it is not a normal work day. Not me. I enjoyed the challenge of a special project and was invigorated. This merger project was difficult but as I was driving home I felt such a sense of achievement at completing this major piece. It was exhilarating!
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