An Employee Fairy Tale

To the leaders of our industry and those of you who might consider yourselves motivational professionals, I humbly request your indulgence in reading this fairy tale come true.

Once upon a time, in a desert far away called Tucson, lived a shy untapped talent by the name of  Ms. Lindsey.  Each day she diligently arose, assisted her children with their morning routines, gave her soul mate Rodney a kiss goodbye and reported to her place of employment  in a timely fashion.  At the end of the day, she returned home to her loved ones, confident that she had completed her required tasks.  As she tucked her Princess Sydney, Prince Jerran and Princess Emma into bed, she knew the day's events would surely repeat themselves the following morning.  Having lived this life for quite some time, she had grown comfortable with the security of the daily routine.  She subconsciously recognized that her role as a mother was the most important, her role as a life partner equally important and her role as Community Manager, a mere financial requirement of life.

One morning upon reporting to work, she was confronted with the news of pending new ownership.  In the days that followed hoards of people converged upon her once predictable community, all liberally offering up ideas of change and endless criticism.  As the long days of investigative due diligence continued, Ms. Lindsey returned home each night hiding her concern for the future from her loved ones.  Temporary relief was felt when the investigative teams parted, but then the tedious waiting of potential ownership transfer began, though quite sure of the inevitable.

Her desert felt smaller than ever before, limited of options.  Though her future path seemed lined with great cactus, full of unavoidable pricks (pricks to remain nameless) during her unsure journey, she held on in hopes of a comfortable mirage. Ms. Lindsey knew, she must travel outside of her comfort zone, hope for the best and face the day of takeover with courage.  This dreaded day came and went, infinite changes awaited her each day and turmoil seemed to fill her dreams each night.

One morning she bid her loved ones farewell, gave her soul mate a nervous kiss and braced herself for a new corporate visitor ... a Vice President, she had yet to meet.  With golf carts waxed and shined, unit keys carefully selected for tours and stacks of reports prepared, she took a deep breath nervously awaiting another day of interrogation.  Soon maintenance radios echoed warnings of his arrival, and the team prepared themselves to deliver their well rehearsed greetings.

The Leasing Center door opened and a tall semi-slender man entered.  He was well groomed, nicely dressed and appeared to be somewhat of the typical professional.  As he made his way across the room Ms. Lindsey took notice of his salt & pepper hair, his sincere smile and his honest blue eyes.  Something was different about this corporate representative, but what was it?  On alert, she monitored his every move.  As he introduced himself and shook each employees hand, she noticed he placed his other hand over theirs, using both of his hands like a loving guiding grandparent.  She also took notice that he did not use this moment for an impressive elaborate introduction of his personal achievements, but instead used it to thank them for staying on board and welcoming them to the corporate family.

Alert to the differences, she still prepared herself for the inevitable looming interrogation.  But instead, she found herself, upon his request, temporarily closing the office and forwarding the phones for a brief meeting with the entire management team.  As the meeting began, it became evident that he was not posing questions entirely to her, but was actually gathering experienced historical advice from her and her team.  He asked the question, "If you were to invest $100k in this community, how would each of you invest it - of course after giving yourself a raise".  His humor and sincerity brought calm to her team, and surprisingly to herself.  However, her calm was short lived when one of her team members brought up the stupid idea of building an asphalt path throughout the community for small children (specifically her son) to ride their tricycles on.  Expecting a reprimanding Executive lesson on how to spend investment dollars, she was surprised to hear him say, that he understood how that certainly held personal importance to her as a desired amenity, and diplomatically moved on to brainstorming more ideas.

Upon the conclusion of the brief meeting, the property tour began.  But this tour was different, this time the tour seemed comfortable.  Compliments of landscaping, compliments of cleanliness, compliments of make-ready quality were freely provided by this once dreaded visitor.  Golf cart time was spent brainstorming creative ideas on how to improve employee workspace as opposed to making mental lists of required changes.

Upon arriving home that night, tucking her loved ones in, and curling up next to Rodney - Ms. Lindsey wondered if dreams could come true, if brainstorming ideas had possibilities of reality?  Little did she know, weeks later she would find herself in the exciting thralls of renovation and gratefully moving her and her team into desperately needed and beautiful offices designed especially for them.  Team motivation soared as job security increased.

Her career dedication quickly grew, she stepped outside of the safety of her protective shy shell and began to offer her opinions to her new trusted corporate confidant.  She was secure in knowing that her good ideas would be recognized, and her errors would be turned into diplomatically handled lessons leading her to higher levels of success.  Her paranoia of making mistakes, turned into healthy concern of disappointing someone she respected.  And most of all, her once accepted status quo position, offered hopes of growth, which ignited her professional motivation.

Soon Ms. Lindsey found herself taking her family to exciting new lands of challenges, confidently wrangling greater expectations and reaching higher levels of success.  Once easily defeated by failure, now secure in her abilities to re-attack and conquer ... with insured corporate support.

While her intriguing Vice President moved on to other lands, she was blessed with the guidance from his most respected mentor, carefully placed and residing in her career world.  She receives occasional correspondence from her respected role model, and eagerly expresses her gratitude for his sincere attention.  She eloquently shares endless stories to her staff, in hopes of gaining a portion of the motivation and dedication he was able to inspire from her.

She goes home in the evening, confident in her decisions, but ever gauging how she could have improved, envisioning his face, asking the question, "What would TD do"?  She opens her laptop, holds Princess Emma in her arms, and creatively turns his blogs into oral stories of folklore.  Her double duty, as sleep inducing story telling mom and career professional brings most evenings to a fulfilling, yet exhaustive end.

Little does she know.........................................

TD goes to bed wondering what great successes she must have accomplished today.  He wakes each morning thinking how lucky he was to have had the unique opportunity to work with such an incredible professional.  He wonders if her team realizes how lucky they are to have her as a leader.  He goes to bed each night, dreaming of the day, that she, Rodney, Princess Sydney, Prince Jerran and Princess Emma shall re-enter his professional life - but taking great comfort in knowing they shall always be in his personal life.

As a leader in a corporation or an industry, shield yourself from focusing on your personal success.  You do not have enough talent, skill or intelligence to independently secure this position.  Instead, focus on mentoring those around you, instill confidence in their self-recognition of talent and prepare them to take your position as they establish justification for your move upwards.  Their growth and success is what will surely elevate yours.

I dedicate my blog tonight to Ms. Lindsey, a constant inspirational and motivational colleague and friend in my life.  I am honored and thankful to have had and continue to have the opportunity to mentor this exceptional individual.  On this night of her birthday, I hereby name her "Queen Lindsey", ruler of the land of "Exceeded Expectations"!  For those of you wondering if I have the authority to name her Queen, you obviously do not know me well enough to be aware, that I am certified and well proven as being experienced in delivering the title of Queen.  More importantly, you must have forgotten, that you are reading this blog in "Trainer Don's World" where the land of "Exceeded Expectations" is part of my realm!

So, to one of my most respected colleagues, "Happy Birthday", I bow down on my knees to you "Queen Lindsey", in appreciation for your friendship and trusting in me as a mentor.

TD

PS... tell Rodney, Sydney, Jerran and Emma, "Trainer Don" said, they better be on their damn knees too!

First Impressions Are Everything! You Only Have 5 Seconds, So Make It Count!

Psychologists around the world tend to agree that the typical human generates a first impression within five seconds.  WOW ... do we live in a judgmental society or what?  And more importantly we judge at warp speed.  It is said that these rapid first impressions are generated through our five channels of human perception.

1. Touch is suggested to make up 2% of a  first impression
2. Taste is suggested to make up 3% of a first impression
3. Smell is suggested to make up 7% of a first impression
4. Sound is suggested to make up 14% of a first impression
5. Sight is suggested to make up 74% of a first impression

 Let's start with the big one, sight, and work our way back.  Sight is suggested to make up the bulk, 74% of our initial impression.  Most of us immediately jump to the conclusion that we are talking about first impressions of another human being.  But in the case of business, we are not only talking about the employees, we are also talking about the surroundings.  If you drive by an apartment community where residents are allowed to store anything they choose on their balconies, you may subconsciously get a first  impression of the community being poorly managed.  If the landscaping is unkempt and garbage is strewn about, you may get the subconscious first impression of it being a dirty community.  If you walk into the leasing center and see files stacked high on messy desks, you may get the subconscious first impression of disorganization.  And finally, if you are greeted by a shabbily dressed and poorly groomed individual, you may get the subconscious first impression of limited professionalism.  Sight is by far, the most powerful perception we need to focus on and control, regarding insuring a great first impression.  This means, clean offices, well groomed employees, freshly pressed uniforms, well maintained grounds and facilities are necessary in order to gain a positive first impression.

Sound is our next largest impact factor regarding first impressions.  While we may not be able to control the occurrence of all sound interruptions, we may be able to limit, muffle or block many of them.  Simple steps like turning down the volume on your desk telephone ringer while working with a customer, having light music playing in the background or requiring personal cell phones be set to vibrate are all steps in the right direction when it comes to controlling sound impressions.  From a personal standpoint, monitoring your voice volume, tone and speed of verbal delivery can also have a positive impact.

Smell is our third most impactful human perception.  We have all been disgusted by foul odors in our life, and we can also relate to semi foul odors like mildew being easily noticed.  Unpleasant odors motivate a person to remove themselves from a specific location.  Therefore maintaining a pleasant aroma in our facilities is key.  It is suggested that vanilla scents relax people, citrus scents suggest cleanliness and spice scents provide a feeling of home.

Taste is our fourth most impression generating sense.  Such things as hot fresh coffee lead to a positive impression, while cheap stale cookies lead to a negative impression.  Ice cold lemonade lead to a positive impression, while old leftover Halloween candy leads to a negative impression.  Whatever we may offer our guests, we need to make sure it is of quality, fresh and served at the right temperature.  If we cannot guarantee this, it is better to not offer them anything at all.

And finally touch.  This is all in the handshake.  Limp, fingertip handshakes are DISGUSTING!  When you receive them all you want to do is find a bottle of anti-bacterial wash.  Male, female or somewhere in between, we are all expected to provide a firm handshake.

Many of you may be reading this article thinking to focus on this is natural, automatic or even common sense.  You are correct.  But to focus on it within a five second period is truly an art, that is only judged by looking at your personal success.  So, the next time you think about waking up late and letting your hair dry naturally, don't, it is a bad first impression.  The next time you wonder if people can tell that you have been out all night drinking because of your voice tone, wonder no more, they can, and it is a bad first impression.  The next time you wonder if you remembered to put on deodorant, take an extra five minutes and re-apply to make sure.  The next time you are in Big Lot's buying leftover candy because it fits into the budget, stop, go to Target, and make up your budget overage elsewhere.  The next time you question if you want to shake the manual laborers hand because it is slightly dirty, do it, your first impression success depends on it ... and who are you kidding, money is filthy anyway, but you are still commission hungry!

So remember, first impressions come in many formats, but they are all a reflection of you.  So take a long look at you, your employees and your community in the mirror, and make sure each of you are dressed in the suit of success EVERY SINGLE DAY!

What Does Your Employee Retention Program Look Like After These Hard Economic Times?

The economy has taken a large toll on employee reward programs in almost every industry.  As I travel the nation I receive many comments from front-line employees within the apartment industry expressing their disappointment in their present employers focus on recognition programs.  Most of these employees actually state that their companies no longer care about them.  This is TERRIFYING to me!

One of my favorite shows on television is "Undercover Boss" on CBS.  These exceptionally successful CEO's of big companies leave behind their posh homes, fancy sport cars and high-rise offices to go work undercover in the field of the very company they lead, for an entire week.  Each day they work on the front-line in a different position under the supervision and direction of an employee presently holding the position.  This managing employee has no idea they are directing the CEO of their company.  More times than not, at the end of the day the managing employee informs the undercover CEO that they did not pass the test and will not be chosen for the position.  Most of the time, the CEO agrees 100% and leaves embarrassed and horrified at the expectations they and their corporate colleagues have placed on the front-line employees.

Having now watched multiple episodes, I have realized that there tends to be a repeating trend of historical decisions that each CEO recognizes and acts on to remediate.

1. Wage Freezes
   Due to the economy many companies put freezes or major restrictions on employee raises.  Gas, food and utility costs continue to soar, but their wages remain the same.  Most of these employees have had to work much harder and with less support in order to meet corporate expectations, yet with no additional financial reward for motivation.
2. Hiring Freezes
   Due to the economy hiring was often halted, leaving positions empty but adding those position responsibilities to existing employee workloads.  Those employees soon realizing that the quality of their work decreases and their ability to meet deadlines diminishes, causing a demotivating environment due to their weakened achievement level.
3. Cancellation of Employee Programs
   Due to the economy many companies removed programs such as national conferences, supplemental education programming and employee outings.  This ultimately creating an isolated atmosphere absent of colleague networking and motivation.

The above three items are strategies that I personally have observed used in our industry over the past few economically challenged years.  The mistake that each CEO consistently realizes in the television program is, they are unaware of how well informed their employees are.  There employees accept the hiring freeze, but fume over the email blast welcoming the two new Vice Presidents to the corporate office.  They accept the wage freeze, but feel robbed when they read their REIT's CEO wage increase in the Wall Street Journal. They accept the cancellation of employee programs and outings, but are devastated to see pictures of corporate employees at the corporate office annual bowling party on Facebook.

It is time that Corporate Officers trim their own fat and the fat in departments at the top. It is time for them to  realize they are feeding off of the efforts of the skinny, tired and motivationally deprived in the field.  Corporate officers of the company need to switch from staying at the Hyatt and settle in at the Hilton Express.  Corporate officers need to switch from renting their luxury full size auto and get comfortable in a compact.  Corporate officers need to temporarily stop inspecting the assets and start inspecting the front-line employees for deferred pay and motivation issues.  Front-line employees are what make our companies successful.  WE MUST TAKE CARE OF THEM FIRST, for they are truly our GREATEST INVESTMENT!  It is imperative that we find a way to give them an acceptable raise, to provide them with the staff they need in order to run an asset successfully and reward programs that recognize their outstanding efforts providing them with a source of motivation.

The economy is rebounding, and so must we.  Make it a goal to figure out a way to recognize the individuals who pulled us through these tough times, your front-line employees.

Attitude Is Infectious! A Positive Attitude ROCKS THE HOUSE!

I can't tell you how flattered I am when I get calls from individuals saying "I needed a Trainer Don fix".  I am more than happy to be the peoples drug of choice. 

I love hearing Tiffany of SEFAA refer to me as her "Don Crack",  Kris of Park Baldwin Palms commenting that she gives her leasing consultants a "A daily dose of Don" or Shannon of Laramar saying when things become a challenge, she hears me in her head saying, "I am only hearing you present road blocks, focus on positive detours that lead to answers".  It is a huge responsibility to be a consistent positive inspiration, and it can only be accomplished with an optimistic attitude.

I remember exactly when in my life I went from pessimist to optimist, and who taught me to always have a positive attitude, or should I say - fake it until I make it.  I was living in Oak Park Illinois and an ex-nun moved in across the hall from me in my apartment building.  Both our front and back doors faced each other.  I remember meeting her for the first time when she introduced herself as Karen.  I was so disappointed, I wanted her to be named Angela, because she was the spitting image of Angela Landsbury, from "Murder She Wrote".  Oddly enough my disappointment was quickly turned into excitement, when I first heard her pecking on a typewriter through our back screen doors.  I remember cooking in the kitchen each evening, being serenaded by her peck peck peck on the typewriter.  It was culinary inspiring music to my ears.  (Yes I can cook and yes this was before the dawn of computers, we only had typewrites my young ones.)  Of course I imagined her typing deviant entangled murder plots that only the smartest and unsuspecting character would figure out.  Unfortunately,  I was once again disappointed when I later found out it was her nightly personal journal entries, seriously, how exciting could that be from a nun?

Interestingly enough, we were on the same morning schedule, leaving the apartment building at the same time.  I had a car, but she took the bus.  Through morning conversation we discovered that her bus transfer was literally in front of my office, so she started riding with me each morning to my office, to avoid the first leg of her public transportation commute.

One morning she cordially asked, "How are you", I responded, "Tired".  There was a long silence, and then she informed me that she believed what we spoke came to be true - or in this case truer.  The following morning, forgetting her one time philosophical warning,  I made the mistake of responding with "I feel lousy", of which she quickly responded with "What you have just spoken I pray to come true".  So, for all intensive purposes, if I said I felt crappy - she prayed for crappier, if I said awesome - she prayed for more awesome, if I said sick - she prayed for sicker.  Interestingly enough, this annoying little morning exercise quickly made me realize that negative words were more apt to come out of my mouth than positive.  Yes, I hate to admit it, but I once was a total doggy downer!

This realization was horrifying to me!  I was a healthy young man with an upwardly mobile career and a more than adequate lifestyle - I had absolutely no reason to be negative comparatively speaking.  So, I made the attitude change, deciding to be positive, even if I was tired or suffering from a stomach ache.  Before I knew it, I was happier, my employees were happier and the business I was managing was setting company records.  I became my own "Don Crack"!

It wasn't hard to figure out what new dynamic was causing company financial success.  The leader had received an attitude makeover, from an ex-nun who later ended up being a stalker (but that is another blog).  More importantly, the leader started executing attitude makeovers on his staff.  The lesson learned was, positive leaders attract positive followers, which insure positive business results.

So, the next time  you walk in the door and someone inquires as to how your are, reply, "If I got any better I would be twins", or "I am so freaking fabulous Dolce & Gabanna think I am their new seasons line".  No one wants to hear about your stomach ache, fight with your fiancé or infinite car problems.  However, they cannot wait to smile at your positive entertaining comments. 

Also remember, as a professional you have the right to promote colleague makeovers.  And the best way to do it, is to stop negative energy immediately.  So the next time your colleague walks in the door and says, "You are not going to believe what my rotten teenager did last night", quickly respond back, "Your right, I'm not, conversation closed"!  Protect yourself from negative energy, it will only feed off of your professional soul!

Positive happy attitudes are contagious.  It doesn't matter if you bring it or fake it, it is still contagious ... even to yourself.  Be on the alert for negative employees, work hard at changing their attitudes or make the decision to remove them from the positive pack.  You are in charge of your personal success and a major factor in the success of your community  Serve your negative energy employees a 7 day notice, let them know their bad attitudes are about to be evicted to the unemployment line, if they don't start paying their positive attitude back rent.

Remember,  if YOU ROCK, everyone around you will ROCK!