Potty Mouth - A Fine Example!

flappinessis.com

I learned years ago not to allow myself to be surprised at anything I might experience or have to respond to in the business of hospitality.  Yet, it seems few days go by where I am not shaking my head in disbelief or disappointed in how people behave and act.  This past Saturday night was one more experience in a long line of them with the public that gave me reason to shake my head and just be disappointed.

I was informed by our security staff that I had a guest that was unhappy with their accommodations, specifically the sleeper sofa in their unit.  The hour was late, nearly 11:30 pm when I arrived at the unit.  Immediately upon entering, it was clear to me that it was not going to be a positive experience.  It was a family of seven, Mom and Dad and five young children, ages 3 to 14. 

The lady, I use the term loosely, immediately started going off.  Dropping F-bombs and every other expletive to describe her room and experience thus far at our resort.  It wasn't that she was using words that I had not heard or from time to time, have used myself.  It was all about the fact that her five young children were right there in the unit and all within earshot.  It was amazing how little I heard of what she was actually saying as I was embarrassed to be in the presence of children while such words were being shouted at me. 

I recognize that I grew up in a home where such words were not used by my parents or my two older brothers.  At least not in my company and certainly never in the presence of my mother and father.  I was 16 years old when I heard my father say "damn" for the first time.  It  was directed at me as he used the word as an adjective saying, "Get your damn feet off that pillar."  I remember the experience as if it was yesterday.  Having never heard my father speak in such a demonstrative way, my feet were on the porch in a heartbeat. 

I have had many people over the years swear at me with regard to how I have responded to their problems or issues.  I have never enjoyed the experience and frankly take little heed to it.  I find it much more difficult to deal with the courteous guest who is upset but allow their articulation and use of the English language as a tool to effectively communicate their disappointment.  These educated individuals can make you feel about as bad as it can get.  People yelling obscenities at you have hardly no effect. 

This Mom effectively communicated to her five children that it is okay to use inappropriate language and yell at the top of your lungs at a complete stranger.  These five children now know it is okay by Mom's standards to respond to anyone in customer service with obscenities and yelling.  A real class act she was.  For my part, I mostly kept my mouth shut and allowed her to vent.   I did find her language and yelling objectionable and made a point to let her know that not only it was inappropriate to speak in such a fashion in front of young children but inappropriate to speak in such a fashion to anyone. 

Needless to say, my words were falling on deaf ears as she told me to F-bomb myself as I departed the unit.  I am reminded almost daily of how fortunate I was to have grown up in a home where my parents treated others with respect and dignity.   Even when they were unhappy, they never yelled and screamed, shouted obscenities or tried to make someone feel less than what they were.  Thank God for Mom and Dad and their modeling of appropriate and respectful adult behavior.    

Growing Up With March Madness

springfieldnewssun.com

One of my fondest memories of childhood is sitting on the couch listening on radio to the University of Dayton Flyers play college basketball with my Mom and Dad.  I would pull out my clipboard and create my very own scorebook keeping track of each players statistics during the game.  Popcorn would be enjoyed and anxious moments would always occur if the Flyers were having a rough time of it.  If the Flyers were home, we would always attend the games but when they were on the road, we all sat by the radio and listened.

Following the likes of Donnie May, Hank Finkel, Dan Sadler, Bucky Bockhorn and scores of other Flyer greats was always a highlight during basketball season.  Growing up in a basketball family, conversation was always about the game.  Both Mom and Dad played college basketball in the 1940's while attending Ohio Northern University.  My two brothers played and of course I played when it came to be my time.  My father coached high school basketball before he launched his business career and actually took a very small high school basketball team to the state championship in the State of Ohio.  My oldest brother, Jim, followed in Dad's footsteps and coached college basketball for 25 years retiring only to enjoy coaching high school basketball in the State of Ohio for the last ten years. 

March was always special for our family.  Dayton was generally competing for a at-large berth in the NCAA tournament as they were an independent during those years.  More often than not, they would be invited to the NIT in New York at Madison Square Garden.  During and beyond my college years, my college roommate and I traveled to NIT games watching the Flyers take on teams like Purdue, St. Johns and Wisconsin.  Our road trips were always a highlight of the year. 

The magical year of 1966 saw the Dayton Flyers make the NCAA tournament as a major underdog.  The Flyers that year went on a great tournament run beating Western Kentucky, Tennessee and North Carolina making the Championship Game against Johnny Wooden's UCLA Bruins.  The flyers played well for half the game with Lew Alcindor (Kareem Abdul Jabbar) and his teammates destroying us in the second half.  It was a spectacular game for the little catholic school from Dayton, Ohio.

Two years later, magic returned after a very difficult and disappointing start of the season.  The Flyers started out losing game after game.  Couldn't win one against anyone.  Then all of a sudden, the Flyers went on a winning streak ending with 19 wins for the season.  Everyone was hoping for an NCAA bid but we fell short and were invited to the NIT.  Not given much of a chance, the Flyers once again went on a roll and played great tournament basketball ending up in the Championship Game as the Kansas Jayhawks. 

That Kansas team had a pretty special player by the name of Jo Jo White.  White was an All-American and went on to the NBA playing for the Boston Celtics for years.  The Flyers had All-American Donnie May.  The game was back and forth, back and forth with leads changing hands all game long.  In the end, the Flyers had enough to bring home the championship to Dayton. 

One of the not so fond memories was the night the Flyers returned to Dayton as champions.  A friend of mine and I waited at the University of Dayton Field House for their return.  Unfortunately, they did not arrive until the wee hours of the morning.  Mom was waiting for me when I returned home well after midnight.  She was not in a celebratory mood.  Nevertheless, it was a terrific night welcoming home the players that brought home a championship to my city. 

March has always been filled with magical moments for fans across the nation.  The game has changed over the years.  The tournament has changed significantly.  What hasn't changed is the joy and disappointment that comes to each of us this time of year as we watch our favorite team perform.  Good luck to you and your team as we enter March Madness. 

Me, Myself And I, An Online Presence

panaceamobile.com

For some time now, I have been writing about this sixtieth year of mine as a renaissance year.  As each week passes into this New Year, I am amazed at how little I know about the world I am living in today.  I have generally felt that I am a well-informed, connected and educated adult who has a pretty good understanding of how things work.  That feeling of self-assuredness continues to be challenged almost daily.  I'm speaking of how the online world and the social aspect of it can impact your life should you choose to embrace it. 

For those of us who grew up with transistor radios and hula hoops, there is no doubt we are reluctant to embrace today's social media.  It is very foreign to us as it requires some real effort and even more importantly the element of time.  We are less nimble when it comes to navigating today's technology.   Most of us utilize only a minute percentage of our cell phone or laptop capability and are okay with it.  We are all amazed at the capability but hesitate to dive in and immerse ourselves in learning more. 

For me, the process of learning all about this technology and information has been a challenge.  It continues to challenge me day in and day out.  There has not been one day in the last three months where I have not learned something new that has changed how I look at things.  Truth of the matter, I am still reluctant to embrace it for fear that I am going to do something or say something stupid.  It's just not about navigating the web or the technology, learning Facebook or Twitter or any number of other sites, it's learning a whole new way of looking at things.

This learning a whole new way of looking at things is difficult.   As we would all agree, change is hard.  We are a comfortable people and change is not something that most of us embrace with regard to anything.  However, I have made a conscious effort to keep an open mind and allow my learning to take me wherever it chooses.  Once again, I have to remind myself of this each and every day as a new idea, thought, process or capability makes itself known to me. 

I am not confident that even the majority of young people know what is possible and what is at their fingertips.  My most recent efforts online are all about creating my own personal brand.  Not even something I would have ever considered.  As I thought about it, for my generation, branding would be considered what our personal reputation and character is.  As I have read more and more about online presence, that is indeed what branding is about. 

I am now in the process of taking that reputation and character I have lived with and developed over the years and create the same with my online presence.  It is certainly an interesting and challenging task for one who has already been in the workplace for 40 years.  However, for a young person like so many of today's youth, creating such a brand as you learn, grow and experience life, work and family, it should come naturally.  Almost a resume of one's life.  I'm having fun with it and actually will be encouraging my three adult children to create their online presence through appropriate branding techniques.      

The real question for me will soon become what my personal branding slogan will be.  "Just Do It" is taken; so is "Winston tastes good like a cigarette should" as well as thousands of others.  I remember creating slogans many times over the years for capital campaigns, advertising campaigns and special events I was creating within the YMCA.  My all time favorite was "Discover The Difference" when I was at YMCA Camps Ockanickon and Matollionequay in Medford, New Jersey.  That slogan actually has been used since by several national corporations I'm proud to say.  (Not that they ever saw my use of it) 

How does one encapsulate 60 years in a brief phrase.  Being the wordsmith I am, I am confident it will come my way sometime in the near future.   Count on me writing about it. 

"Halftime In America - Clint Backlash

thefw.com

After watching the Super Bowl on Sunday and the many commercials, the one that stood out for me was Chrysler’s message of hope.  Employing the iconic figure of Clint Eastwood drove home a powerful and inspiring message for the American people.  After seeing the commercial, the first thing that came to mind for me was that the Republican Party would be upset.  As expected, it didn’t take long for Karl Rove to denounce Chrysler’s message and Eastwood for delivering it.  There is no question that the message mirrored much of what President Obama has delivered across the nation.  It’s a message of hope, determination and confidence.  Just what I think we need as a nation.    

Chrysler’s message was a powerful one.  It was heartfelt and I think appropriate.  It spoke of us coming together, working together, overcoming the odds and turning America around. It was far and away the best commercial of Super Bowl Sunday.   Both Chrysler and Eastwood indicated that there was no connection to any political party or political message.  It was intended to be non-political.  It was a commercial that celebrated Detroit’s rebirth with the reemergence of the automobile industry. 

Eastwood’s script included, “They almost lost everything.   But we all pulled together, now Motor City is fighting again.  Yeah, it’s halftime, America.  And our second half’s about to begin.”  It was a powerful, inspiring message for all Americans wanting our nation to succeed.  The message delivered by someone who is truly an American icon.  Eastwood said, “If Obama or any other politician want to run with the spirit of that ad, go for it.”  Sounds like something he would say in one of his films.  I must admit that I loved it. 

Many years ago, Hollywood stars took to the screen frequently during World War II to support war efforts, workers making products here at home and  families sacrificing.  The message of hope and determination delivered then is similar to what Chrysler and Eastwood was doing with this year’s Super Bowl ad.   The reemergence of Detroit’s car industry is a huge win for America.  It needs to be celebrated no matter whether you supported the President for choosing to bailout the car industry or not.  It was a great win for America.   The jobs saved and created was a big deal.  One of America’s great recession stories. 

I would like to see more of the same.  These stories are inspiring for the American people and when times are tough, it’s great to see one of our heroes, stars, sports figures or other legendary figure speak out and say we can persevere, we can turn it around, we are America.     

Three Doctors - Same Opinion & Prescription

biggovernment.com

Like most folks reaching my age, health concerns begin to take a more prominent role in one’s daily living.  As part of my renaissance year, I am trying to make changes in my lifestyle that will make a difference in the quality of my life.  Some of these changes are fairly easy and straight-forward.  I am visiting the gym with regularity working on cardiovascular exercise as well as strength and flexibility.  I am slowly but surely making the nutritional changes I need to make to compliment my exercise routine.  I am trying to avoid all the “white stuff” as they call it, the sugars which have predominantly been my favorites over these 59 years.

Between the exercise and nutrition I have managed to even lose a few more pounds which have had a pronounced change in how I feel.  Some habits long-lived are more difficult to change but efforts are being made to overcome them as well.  In addition to these efforts, I have reluctantly visited the doctor’s office to make sure that everything is working well and tend to those things that aren’t working nearly as well as I age.  I have had some of the traditional tests and some that are more specific to ailments that I have incurred over the years.  So far, everything has come back showing lots of wear and tear, some damage and even some fragility but overall a fairly good report from the three doctors I have visited.

As part of my visits, each doctor sat and spoke with me regarding my health.  That was helpful but I took the liberty to speak with each doctor about their practice and health care in general.  Ordinarily, not one of three doctors would have time to discuss such matters with me but I was fortunate in each instance that they almost welcomed the opportunity to share with me what they are experiencing in their practice.  I would point out that the three doctors included a General Practitioner, Orthopedic Surgeon and an Internist.      

It wasn’t a pretty picture being described to me by any one of three doctors.  They all spoke of having difficulty making it as a business.  To a doctor, each indicated that they have little control over what they are paid for many of the services they provide to their patients.  Insurance companies control all of that.  They suffer from the same issue most businesses suffer from with rising health care premiums for their workers.  All three have serious debt loads and each have been in business for 15 or more years.  They painted a pretty bleak picture for me. 

Given how they responded, I had to ask what the solution is for our nation regarding the health care of our citizens.  Each doctor responded that there will have to be at some point a Medicare-type system across the board for everybody.  They see no way for the current system to be able to sustain the rising costs of services, technology and the growing aging of the population.  Each said that the Affordable Health Care Act (Obamacare) doesn’t go far enough.  It’s a beginning but that’s all it is.

None were overly enthusiastic about it but clearly recognize that we are facing a health care crisis that has no easy answers.  Two of the three are Republicans.  Both noted that political affiliation in the end isn’t going to make a difference with health care.  The third doctor is a proponent of a single payer system eliminating insurance companies and taking them out of the equation all together. 

Given the upcoming Supreme Court challenge for a ruling on the Affordable Health Care Act, I found these small insights into my doctor’s businesses and attitudes regarding health care in America to be fascinating.  It was interesting to note as well that out of the three doctors, the General Practitioner was the one who was most pessimistic about being able to stay in business. 

Having had this experience with my doctors, I find it interesting that nearly 40% the nation wants the Affordable Health Care Act to be repealed.  They speak of how it is handicapping American businesses but it seems the trend toward fewer and fewer health care benefits has been going on for a very long time now.  Not just a reaction to this new law.  The health care issue will dominate the landscape for years to come until some type of affordable and fair system is created.  Affordable health care could be the next to go the way of the 1%.       

Lions...Tigers...Bears...Oh My.

dvd.ign.com

I am reminded of the wonderful movie, The Wizard of Oz, as I approach the publishing of my first EBook, Patron Principles.  Not that my story line has anything to do with wicked witches, flying monkeys or ruby red slippers.  No, my book is about hospitality customer service.  Nothing nearly as exciting as Dorothy and the Wizard.  Even today, when I watch The Wizard of Oz, I generally change the channel when the Wicked Witch appears on the screen as the school teacher riding the bicycle.  Her transformation from school teacher to Wicked Witch is scary.    

For whatever reason, that is one of the scariest scenes I have ever experienced in film.  I am uncomfortable watching that scene.  I am feeling the same uneasiness as I approach the publishing of Patron Principles.  I'm not sure why I feel that way but I keep thinking that maybe I can change the channel and my fear will all go away.  My anxiety about publishing this book parallels a lifetime of wanting to do just that.  Write and publish.  So many times in this life of mine, I chose not to take the risk of writing and sharing my words with others. 

Now, only days away from the big day, I am confident in the end that it will be anti-climatic.  Still, leading up to the actual day of publishing, I am feeling anxious about it.  Not anxious for it to happen but anxious about it happening.  I know that makes little sense but I have rewritten the damn thing twenty times, proofed it another twenty times and each time I do, I change one more thing.  I am in my last edit of the book and into my second red pen.  I fear I have been more critical than my college English professors who used to take joy in marking up my papers. 

In spite of all my prudent checking and proofing, I am sure that someone, somewhere will take their red pen to my work and forward a copy to me showing all my glaring oversights and mistakes.  Then on top of that, I am sure that criticism will follow of my content in that it provides little resource and interest for the reader.  One could say that I am suffering from self-doubt and great insecurity for this first effort. 

The bright side is clearly if someone takes the time to mark it up or criticize, that means that they purchased it and actually bothered to read it.  That's a good thing and in the end, I will gladly accept the criticism and corrections recognizing that at least someone read my work. 

Patron Principles is more of a manual, newsletter or helpful how-to-do-it hospitality customer service book.  Not a great piece of literature for sure.  However, it is meaningful for the writer as it conveys what knowledge and understanding he has of his industry and how to be successful within it.  If only one hospitality worker somewhere in some small rural community with one hotel reads it and provides exemplary customer service, I will have achieved something positive. 

My hope is that the experience will be a positive one and will lead to many more experiences of sharing my words and stories.  Fictional story-telling is on-deck and this writer is hopeful that my first experience with Lions...Tigers...and Bears...will not be my last.     

Days Of Anxiety - Job Interviews - No More!

jobgoround.com

I suspect I am like most folks when it comes to the prospect of interviewing for a new position or job.  You make sure you are appropriately attired for the position, well-groomed and prepared for pretty much any question that comes your way.  The stomach is a little unsettled, the nerves are frazzled and there is a feeling of overall anxiety.  These tend to be normal emotional responses for candidates showing up for a job interview.  Questions abound in your mind if this is a job that you really want; are you capable of being successful in the job; will it be a good fit for you; is it better than what you are doing right now?  All normal and to be expected thoughts for someone interviewing for a new job. 

Years ago, I sat down with a colleague of mine and we talked about the job interview process.  We shared some of our own personal experiences.  We both were blessed with opportunities over our careers to interview many times in a group setting.  In other words, interviewing with search committees consisting of multiple members.  One of my own favorite interview experiences was with a group of 15 board members.  This type of interview takes on a whole different feel than the standard one-on-one interview.  Trying to connect with multiple folks is indeed a challenge.

My friend taught me something that day in our conversation about the interview process.  He asked me what type of interviewer I was.  Not interviewing for a job but interviewing candidates for jobs that I was offering.  He explored with me what my feelings were when I was interviewing candidates.  He helped me understand that day that I had much more anxiety interviewing candidates for jobs that I was offering than I had when I was interviewing for a new position. 

That was an interesting discovery for me.  He was right.  I always have greater anxiety when I am interviewing someone for a position because I am always so concerned about picking the right person, making sure they are a good fit  and will bring real value to the position I am offering.  My choice reflects on me and the performance of my duties as the supervisor.  Amazing how that perception changed everything for me going forward when it came to interviewing applicants as well as interviewing for positions myself. 

My attitude changed when I showed up for the interview for that new job or position.  I no longer was nervous or had anxiety about the interview.  I took the approach and continue to take the approach of trying to make the interviewer comfortable with me.  Put them at ease and try to relieve them of their anxiety about the process.  It works!  Just as they are trying to make you comfortable to gain some insight as to what type of person you are; you are doing the same with them trying to gleam whether this is an organization that you want to work for. 

As an interviewer, I always work hard at trying to make my candidates feel comfortable.  Sometimes to a fault.  I end up forgetting to ask a key question or I forego a particular area of concern within their background.  As an interviewee, I make a point to make my interviewer comfortable with me and try hard to shift the questioning toward my areas of strength.  Sometimes it works, sometimes it doesn't. 

As I go through the process one more time of securing new employment, I am reminded of all the experiences I have had interviewing candidates and interviewing for positions.  Not much has really changed.  Well, one thing has changed significantly.  I'm older than the candidates I interview and the interviewers who interview me.  The dilemma of age.  We shall see how that plays out over the next few weeks and months as I chart a new course.  This age issue has made me consider reaching out to my friend of years ago and seeking his advice for one last time.  An important matter for surer.  Should I dye my hair (what's left of it) or not?