20 JULY 2018 • FOGHORN BUSINESSMATTERS M y company once had a key landlord representative who made daily life miserable with unreasonable edicts, last minute requests that caused massive scrambling, and non-responsiveness on key decisions. Eventually he was fired and, during the two-week transition, took big time abuse from the other tenants. While my team was doing the happy dance, delighted to trade for the “devil they didn’t know,” something within prompted me to call him to say that although we had our differences, our organization wished him the best in the future. Then, out of the blue, the marina was sold and within six months, guess who returned as the new landlord representative? The old rep had indeed come back, telling all the tenants that while he had learned a lot, it was payback for everyone but my organization. So often little things and gestures can be the foundation of much bigger ones. Business can be disorienting amidst so many things to do, so how do you stay focused? My business career can be summarized by three important keys: 1) Get your culture right. I believe in that bumper sticker “culture eats strategy for lunch” and indeed it is the best force multiplier you can get. 2) Build your farm team internally to harvest future talent. Organizations lose when they consistently go outside for new talent: build your team internally over time and watch them thrive. 3) Figure out your key metrics and keep at them like the hamster on their wheel in a cage. But if I had to choose a single note that underpins these concepts, I’d like to credit the Queen of Soul, Aretha Franklin, and her song “Respect.” Respect is a fundamental need that people crave, as most don’t get it in daily life. Listen to the Queen By Bob Shaw, Industry Consultant JULY 2017 • FOGHORN 37 MEMBERNEWS FLAGSHIP MARINE MARINE 5/3/07 Commercial Marine A/C by Flagship Marine www.flagshipmarine.com Flagship Marine, Inc. sales@flagshipmarine.com Phone: 772-283-1609 Fax: 772-283-4611 Watts: 800-316-6426 Stuart, Florida - USA 30 TON Chiller Variety of Air Handlers including this 12 inch tall 36000 BTU unit Copyright © 2007 Donnelly Advertising & Publishing No expensive proprietary printed circuit boards !!! Lowest Long Term Maintenance Cost in the Industry! 3 TON Self Contained "Since 1995" Lowest Long Term Maintenance Cost in the Industry ! No Expensive proprietary printed circuit boards !! 3 Ton Self Contained 30 Ton Chiller "Since 1995" Variety of Air Handler Units in both chilled water and split systems including this 12" tall 36000 BTU Unit Flagship Marine, Inc www.flagshipmarine.com sales@flagshipmarine.com Phone 772-283-1609 FAX-772-283-4611 800-316-6426 Stuart - FL- USA Commercial Marine HVAC by Flagship Marine Our on-again-off-again marina manager changed his behavior towards me after a single small act of kindness. Sadly, corporate life often is a difficult place to find basic respect. However, this vacuum creates an opportunity for us to flip the script and stand out by focusing on delivering respect to our team, customers and the world at large. Here are some questions to ask as we strive to be part of the solution: • Are you setting the right example as a leader, every day, in each action? Is your behavior what you would want replicated throughout your organization? • Would you do what you ask of others? Have you done the hard jobs, and do you volunteer for the tough ones of delivering bad news or working undesirable shifts? • The most senior United States Marine leaders eat after everyone else. At that summer picnic, holiday outing or regular buffet, go through last. You’ll probably be picking through a wiped-out buffet, but you’ll have conversations with everyone in line and send a message that they are important. What other symbolic actions can you take? • Many companies describe their role models as possessing quiet humility. My friend’s company strives for “fierce humility,” a spirit that burns brightly for others. J. K. Rowling wrote, through her brilliant Dumbledore character, “It is a curious thing, Harry, but perhaps those best suited to power are those who have never sought it.” Are you appropriately humble? • In this business we have seen numerous galley chefs or captains who, when under pressure, resort to yelling or intimidation. At times like this, my dad’s words echo: “if you are the leader and out of control, then who is in charge?” Personal