Kitchen Table

Kitchen Table

the very table from my childhood is in my apartment in Las Vegas

One of my best friends and country music artist, Chuck Wicks, wrote a song recently entitled “Kitchen Table”.  Like most of Chuck’s songs, it has a catchy tune, a great hook, and passionate lyrics.   

This song struck a chord with me (pun intended), and it reminds me of how I grew up with a loving family in eastern Kentucky.  Suppertime was family time…TV off…napkins on laps…and a time to practice your manners over some good old fashioned, quality time at the kitchen table.

My mom and dad both worked hard so that my sister and I could have life experiences, material things, and most importantly a solid foundation of moral values.  The life experiences – vacations, travel, and basketball camps were great.  The material things – basketball goal and pool in the backyard, clothes, and a new car when I turned sixteen were also very nice…but some of the most valuable life lessons and cherished memories of my childhood and adolescent years come from sitting around the kitchen table.

OneMoreStep thought for this week – Don’t underestimate the importance and the impact of making time for family, friends, and loved ones around the kitchen table. 

The meaningful time spent with those you love, the conversations that strengthen relationships, and the lessons learned in the process are all a collective OneMoreStep that our parents, our children, our friends, and the objects of our affection will cherish long after the vacations are over and long after the material possessions have gone out of style.

We all have agendas.  We all have timelines and deadlines.  We all have those things hanging over our head that consume our every thought.  Sometimes it’s hard to make time for our family…our friends…our loved ones. 

However, we should ask ourselves - if we check that email in an hour instead of right now…or if we finish up that project in the morning rather than tonight…or if we spend the extra money to fly home for an additional visit with the family instead of buying that new tv…so that we can enjoy quality time and meaningful conversation with the people that mean the most to us - Will we make an impact?  Will work be ok without us for a few minutes, a few hours, or a few days?  I think so…  Will our family, our friends who may need a shoulder to cry on, or our loving significant others enjoy our company way more than our company will ever value our overachieving efforts at work?  Absolutely…

Five years from now…ten years from now…and twenty years from now…which will be more meaningful and fulfilling? – The fact that we really crushed it in our careers OR the lasting memories we will have made with the people we love – our closest friends, our family, and the loves of our lives? 

Wherever yours may be and whomever you may have sitting around it…don’t underestimate the valuable lessons, quality conversations, and the loving relationships that can be formed at that kitchen table. 

Two for the road…

THANKS Mom & Dad…

If your parents always figured out a way to gather the family around the kitchen table, and if you’re taking a look back and realizing how much that meant to you and/or how much you cherish both the memories and the lessons learned around that kitchen table…go OneMoreStep and tell them how much it meant to you then and how much it means to you now.

To my Mom & Dad – thanks for always making time for quality conversations around the kitchen table growing up.  Dad would work late into the evenings at his office, but first he would always make time for dinner around the kitchen table.  Mom would be up at dawn, get us ready for school, go teach school, make sure we were picked up and dropped off at the appropriate practice or sporting event…and then not only make sure food was prepared, but she also taught us many lessons around that kitchen table.

Chuck Wicks – “Kitchen Table”

“It’s a long road, if ya don’t know where you’re going…it’s a hard ride, if ya ain’t got family…take the good advice…and the sweet tea from your mama…and the stories that will make ya…and the prayers that will save ya…sit’n ‘round the kitchen table…” – Chuck Wicks

Thanks, Charles, for another beautiful song, with moving lyrics to those of us that learned so much sit’n around that kitchen table.   I love ya, fella…and couldn’t be prouder of you.  See you soon.

Enjoy – “Kitchen Table” by one of the best guys you'll ever meet, my buddy Mr. Charles Elliott Wicks…

FRED Friday...Meet "V", the DAY CHANGER

FRED Friday…Meet “V”, the Day Changer

Meet "V", the Day Changer

Earlier this week, bright and early Tuesday morning, I was walking to my office…feeling a bit tired, frustrated with a few things, and really quite anxious about several items on my To Do list.  I’ll admit…I was kind of dragging. 

My colleague, Tom, and I were walking together through the backstage area where our banquet set-up team preps, stages, and organizes coffee breaks, roll-in lunches, etc for our meetings clients and Guests.   

We were both nervous about rolling out a new initiative on the casino floor this week…we wanted everything to go well for our team, our executives, and especially our Guests.  We tend to put a good deal of pressure on ourselves…

At that moment, we happened upon “V”, the Day Changer…

“V” was backstage preparing for what appeared to be a fairly significant banquet function.  I always see him doing his thing…backstage…on-stage…leading his teammates…and always working with a smile.  Tom and I walked by “V”, and I gave him a quick nod and a, “Morning ‘V’…how are you, sir?”

“V” didn’t skip a beat, never looked up as he went about his work, and he replied, “…Life is beautiful…”

That three-word phrase stopped me in my tracks - Life is beautiful.  It was a Day Changer. 

There I was feeling frustrated, wasting time and energy dwelling on things over which I had absolutely no control, and it undoubtedly showed.  I’m sure my anxiety and frustration would have continued to rub off on everyone in my path that day...but thanks to my friend, “V”, I quickly changed my tune.

In that moment, I remembered that one year ago I was staring unemployment dead in the eye.  I was sending hundreds of emails, applying for hundreds of jobs all over these United States, and getting nowhere…fast.  I would sit and think; dream, and wonder where I would end up or if I would ever find another job.  I didn’t have a clue what life had in store for me next…suffice it to say that God is good; because one year later here I am, blessed with a job again, and at least for the moment life is beautiful.

 “V” reminded me this week that life is beautiful; if we choose for it to be.  We all have a choice.  We can either focus on the negatives, dwelling on things we can’t control…OR we can look for the positives, the good stuff and PMA the days – Positive Mental Attitude. 

I would have continued through this past week with a negative outlook, which is how I started out.  However, my interaction with “V” on Tuesday was a Day Changer.  It changed my whole attitude toward my job, my meetings, my relationships at work, and my phone conversations with my family back home, and it certainly changed my mental approach to life.  “V” reminded me that life absolutely is beautiful, and sometimes the only thing preventing us from realizing its very beauty is our own attitude.   

After my day changing interaction with "V" I changed my approach and outlook on everything.  Since that nice OneMoreStep moment I’ve smiled more often.  I’ve given out more hugs, hi-5’s, & handshakes.  I’ve had more fun.  I’ve laughed more, and I’d be willing to bet that I’ve made other people do the same. 

 Mark Sanborn says in The Fred Factor:

“…I believe that you change the world every day, whether you intend to or not.  Often it only takes a small act to make a big difference…

You also change the world of a coworker, a customer, a vendor, or a cafeteria worker with your smile or frown...

But who’s to say that these little changes don’t have accumulative, profound effect in the lives of others and, ultimately in your own life?”

The OneMoreStep thought I’m trying to highlight on this FredFriday is that we can all be Day Changers.  We should ask ourselves: “Do people feel better or worse after they have an interaction with us?”  “Are others inspired by our words and actions, or do we bring them down?”

Having a Positive Mental Attitude - a Life is Beautiful attitude like “V” can certainly be a Day Changer…it certainly saved me this week.

Thanks “V - Man”…keep being you my friend.  It moves people…it moves me.  I can't wait to be a Day Changer like you today.

Have a great day.

Taylor

What is FRED Friday?

 

In my favorite book, The Fred Factor, Mark Sanborn tells an inspiring story of how a man named Fred goes OneMoreStep after OneMoreStep in his role as a Postman for the United States Postal Service.  I love this book.  Since my mom sent it to me in 2004, I've purchased the book for friends, coworkers, and girlfriends...I've even purchased and hand delivered copies of the book to several executives at both Wynn Las Vegas and The Cosmopolitan of Las Vegas. 

 

Fred Friday is a series in which the OneMoreStepRevolution blog will showcase a real life "Fred" on select Fridays.   Reading The Fred Factor definitely leaves us with a desire to to be more Fred-like ourselves, but I also love looking for Freds.  Freds are everywhere. I love it when I experience a real life Fred.  I'm inspired just as I am every time I re-read the book.  I thought it would be fun to spread the magic of Fred to our OneMoreStepRevolution community.

Related Post...meet more FREDs...

FRED Friday...Meet Jennifer Le

FRED Friday...my Brighton experience 

FRED Friday...tech MAGIC 

FRED Friday...Lou saved the day

FRED Friday...Meet Captain Melanie 

FRED Friday...Meet Carlos, the Disneyland FRED 

FRED Friday...Meet Mr. Dunn, the Chick-fil-A FRED

FRED Friday...Meet Ellen Ruel

FRED Friday...Meet Holly

FRED Friday...meet Paul from U-Haul 

FRED Friday...Meet Van... 

 

FRED Friday...Meet Holly

FRED Friday…Meet Holly

Meet Holly...creator of fine Holly Pops, Cake Dots, & MAGIC

Several weeks ago a friend of mine at work sent me a text message, “you have to call me ASAP…I need to tell you something...” 

When I called her she told me that she might have spotted a FRED in our valet booth at The Cosmopolitan of Las Vegas.   

I could almost “hear” her smiling through the phone as she told me about how this dynamic, enthusiastic young talent makes magic for people in her role as a Valet Booth Cashier.  I couldn’t wait to meet her myself.

This week I was walking through the casino, and I noticed a young lady in a valet uniform, almost bouncing as she walked by me, smiling from ear to ear…I knew it…this had to be Holly.  I stopped her and said, “…Is your name Holly, by chance?”  It was…and my friends, a FRED she certainly is…

Meet Holly…

Holly Merren’s job description probably says something to the effect of: Valet Booth Cashier – Responsible for coordinating the parking and retrieval of vehicles.  However, she goes OneMoreStep in many ways for her Guests, coworkers, and community.  She bakes what she calls “Holly Pops” and cake dots for her team in Valet and Bell Services, Hotel Operations, and many more lucky people in her family and community. 

Yes, they're as good as they look

I tried one…or a few…they’re fantastic.  Picture a little tiny piece of cake on a lollipop stick.  They’re little bite-size pieces of complete goodness.  The neat part is that Holly designs them one…by…one…by hand, with various icings, sprinkles, and toppings…each individual Holly Pop is her own unique creation. 

FRED moment…

I asked Holly why she bakes Holly Pops and so many other goodies for the team.  She told me it all started because she had so much free time on her hands, and she just wanted to use her time for something positive…for other people.  Baking came to mind.   

So she taught herself how to bake and create these artistic, unique, and very tasty delights.  She then took it OneMoreStep, and started making them for her coworkers, her friends, and even folks in her community just because she thought, “everybody loves sweets…so it will make them smile and happy, if only for a brief moment…”  That, Holly told me, would make her happy.

“The valet runners LOVE them…they will eat one, go park a car, and come back and grab another one or two…it’s so fun.” – Holly Merren…a FRED if I ever met one.

Her favorite part is spending hours decorating and designing the tops of the “Holly Pops” because people have more fun with them that way.   

She decorates and designs them with everything from what she calls “cake flowers”, to fancy “marbelizations”, to mini birthday cakes, to spider web designs, to “Holly Pop” baseballs, to even a cake dot version of bananas foster rum cake…(I am now officially hungry).

Holly has developed such a passion for her newly found artistic ability to delight others with her “Holly Pops” that she has recently started to receive requests and actual orders for special occasions such as birthday parties and weddings.   

She told me that she wants to start her own business and take it even OneMoreStep with a concept she’s calling Positive Chocolates, which will be her “Holly Pops” or Cake Dots with an uplifting quote and/or positive one or two liner tied to them.  Her reason for wanting to do such a thing:  simply to make a positive impact on people and make them smile. 

I don’t know about you, but I call that making magic, and I love it. 

It’s such a beautiful thing having a FRED-Sighting.  FREDs like Holly remind us that it really is more fun and fulfilling to do things for others.  Mark Sanborn says in Chapter 6 of The Fred Factor:

Add “good stuff” – Think of your current position.  Is there anything you could do to your teammates’ or customers’ experience that would make their lives more enjoyable?

For many of us life and work get tedious.  We’re often frustrated with things beyond our control, yet we choose to sit and dwell on them, talk about them, and think about them.  I’m guilty of this one lately.  We should be more like Holly and focus on adding “good stuff” to the people in our lives. It's amazing how every single time we take the focus off of ourselves and focus on doing things for others life becomes more fun...and we become much happier people in the process.

Holly – thanks for the “Holly Pops”, but more importantly thanks for reminding me what it’s all about…creating value for others and making MAGIC for people…early and often.

When you think you’ve done enough…go OneMoreStep.

Have a great day.

Taylor

*****************************************************************

What is FRED Friday?

In my favorite book, The Fred Factor, Mark Sanborn tells an inspiring story of how a man named Fred goes OneMoreStep after OneMoreStep in his role as a Postman for the United States Postal Service.  I love this book.  Since my mom sent it to me in 2004, I've purchased the book for friends, coworkers, and girlfriends...I've even purchased and hand delivered copies of the book to several executives at both Wynn Las Vegas and The Cosmopolitan of Las Vegas. 

Mr. Sanborn paints the picture of how Fred makes magic for his community by taking a genuine interest in making a positive difference for others despite being an ordinary man in an ordinary job.  However, Fred's impact and his legacy are nothing short of extraordinary.  I'll let Mark tell you the story below and in the book, but the key take away is this:

 
If Fred the Postman can put this much creativity and passion into putting mail in a box for a living, how much of an impact can we all make in our roles as Teachers, Students, Managers, Leaders, Directors, Vice Presidents, and Sales People?

Fred Friday is a series in which the OneMoreStepRevolution blog will showcase a real life "Fred" on select Fridays.   Reading The Fred Factor definitely leaves us with a desire to to be more Fred-like ourselves, but I also love looking for Freds.  Freds are everywhere. I love it when I experience a real life Fred.  I'm inspired just as I am every time I re-read the book.  I thought it would be fun to spread the magic of Fred to our OneMoreStepRevolution community.

Hopefully a few things will happen with the Fred Friday series: 

 

1) Real Life Freds will be recognized when these stories make it back to them 

2) Companies for which these Freds work will have some positive feedback 

3) People will be inspired to go OneMoreStep just like the real life Freds 

Related Post...meet more FREDs...

FRED Friday...meet Paul from U-Haul 

FRED Friday...Meet Van... 

FRED Friday...Meet Jennifer Le

FRED Friday...my Brighton experience 

FRED Friday...tech MAGIC 

FRED Friday...Lou saved the day

FRED Friday...Meet Captain Melanie 

FRED Friday...Meet Carlos, the Disneyland FRED 

FRED Friday...Meet Mr. Dunn, the Chick-fil-A FRED

FRED Friday...Meet Ellen Ruel

Hugs, Handshakes, & Hi-5's

Hugs, Handshakes, & Hi-5’s

A couple of weeks ago I went home to Grayson, KY to visit my family.  At church our pastor gave the opening announcements and then asked the congregation to engage in hugs, handshakes, & hi-5’s…to meet someone new and/or just say hello to someone before sitting down for the message.  A light bulb went off…what a great OneMoreStep opportunity.

OneMoreStep Thought for this Week: Never underestimate the power of a meaningful hug, a genuine handshake, or an enthusiastic Hi-5…Hugs, Handshakes, & Hi-5’s can be great OneMoreSteps that make a real impact in the lives of others.

Hugs

Sure in today’s society we must be careful with this one.  We can’t get carried away.  However as long as they’re given at appropriate times, in the appropriate context, to the appropriate people, what an impact a simple hug can make.  It shows people that we care, and in doing so it puts a smile on their face.  At the end of the day, isn’t that reason enough to give someone a hug?  Isn’t that a chance to go OneMoreStep to make an impact? 

A young lady at work has only been on my team for a little over one month.  She worked in Housekeeping before, and came highly recommended by one of my peers in Hotel Operations…plus this individual had reached out to me personally, requesting a transfer to our team.  She was qualified.  I love her personality, so we transferred her to our Identity Membership team.  Last week she celebrated her birthday, and though I have very little vocal talent, I like to sing for fun…so I broke her off a couple bars of “Happy Birthday to you...”  She smiled, laughed, gave me a big old huge hug, and thanked me for hiring her; she told me how happy she was working in our area. 

I had been frustrated with some things earlier that morning…nothing major, just routine, everyday frustrations.  However, that hug reminded me what it’s all about – doing things to make people happy – and I had a little extra bounce in my step for the rest of the week. 

Handshakes

Call me old fashioned, but there is just something about a genuine, firm handshake.  I like it because it’s a versatile OneMoreStep.  A handshake can say “hi nice to meet you”, “hi great to see you again”, “hi thank you so much”, “hi great job with that…”, “hi congratulations on your success”,  or “have a great day, I’ll see you later”.

Think about it…so many times we say these things to others at work, at home, or in our communities; and many times other people say these things to us.  However, nowadays everyone is in a hurry.  We’re all so focused on our next thing, our next meeting, and our next appointment.  Taking an extra three seconds, exerting a fraction more energy to extend our arm for a genuine handshake, parlayed with meaningful eye contact can be a OneMoreStep that makes a difference.  It could be that little something extra or that element of professionalism that sets us apart and truly makes an impact.

In 2003 I was a Front Desk Manager, part of the opening team of Disney’s Pop Century Resort.  During the weeks leading up to opening day, our leadership team facilitated a great deal of training.  One day I was speaking to a group of about 150 Cast Members about Guest Service.  I had prepared for my portion of the training program, and I remember being pretty passionate about the topic. 

After that training session, the General Manager of the property, Dave Vermeulen (now the Vice President, Resort Operations at Hong Kong Disneyland), stopped by, called me over, and said, “hey I listened to your speech to the group…you were very engaging and they were hanging on every word…nice job.”  He then gave me a handshake that I have not and will never forget.  That was eight years ago, and here I am blogging about it today.  So never underestimate the power and impact of a genuine handshake.

Hi-5’s

This one is fun, and I’ll admit is my favorite.  We can drag ourselves into work each day, put our heads down, do our work, and then go home…OR we can engage people with a genuine “hi”, a smile, and a OneMoreStep – Hi-5! 

If you don’t like to have fun…if you don’t like to smile…if you don’t like to laugh…or better yet, if you don’t like to make other people smile…then by all means, don’t give out Hi-5’s. 

However, if you’re interested in a sure fire way to draw out smiles from folks that are down in the dumps; if you’re interested in adding just the slightest bit of fun to your work or relationships…throw out some Hi-5’s to your friends, coworkers, Guests, customers, and maybe even your boss.  It’s a great way to say hi, thank you, great job, or keep it up…it makes people smile…and it’s just fun.  #hi-5!

My good friend, Sonny Ritacca, always reminds us, “high-fives are free”.  What a great high-fiver Sonny is too.  It’s contagious.  We often open up conversations with total strangers, our servers in restaurants, folks seated next to us at sporting events, and even people at work.  One way or another, it always makes things more fun.

Kelly Slater, Sonny Ritacca, & Me - Huntington Beach, CA

This past weekend Sonny and I were in Huntington Beach, CA during the US Open of Surfing.  While at Dukes - Huntington Beach, surfing great, Kelly Slater, came in the restaurant.  We had such positive karma around us from giving out several hi-5’s to people around us that we eventually found ourselves hanging out with Kelly Slater himself.  

 I congratulated Kelly on his big win at the US Open of Surfing earlier in the day, told him that I lived in the Orlando, FL area for ten years, and we’re proud of him…he is from Cocoa Beach, FL.  He gave me a Hi-5 and had no problem taking a picture with us.  Hi-5’s are fun, and they can be a great OneMoreStep to make somebody’s day a little better, make someone smile, or like in this case…make a memory.

One for the road…

Lee Cockerell, former Executive Vice President of Operations at the Walt Disney World Resort, says in his book, Creating Magic, that we should give people the A.R.E.  Appreciation – Recognition – Encouragement.  A.R.E. is the only resource that doesn’t cost a penny, and the more you give it out, even more goes right back into the tank.  The more we show people that we appreciate them, recognize them for their contributions, and encourage them to keep on keep’n on…the more others will strive to do the same.

Hugs, Handshakes, and Hi-5’s are great ways to deliver the A.R.E – Appreciation – Recognition – Encouragement.  Try it this week...I think I will too...

Have a great day… #hi-5!

Taylor

FRED Friday...meet Ellen Ruel

FRED Friday…meet Ellen Ruel

This edition of FRED Friday is a look back…somewhat of a nostalgic FRED Friday.  Ten years ago this summer I was a Management Intern at Disney’s Contemporary Resort; 21 years old, in my first job out of college, and scared to death.  My management internship was a 6-month program in which I spent 3 months as a Housekeeping Manager and 3 months as a Front Desk Manager. 

My program started in Housekeeping, and then I transitioned to the Front Desk…which was very intimidating – the systems, the processes, the many seasoned/experienced Disney Cast Members that could do their roles with their eyes closed and their hands tied behind their back because they had been doing it for so long.  Here I was coming in as one of their “managers”.  This was my first shot at being a real life manager, my chance to see how good of a leader I really could be.  I was nervous, scared, and intimidated.

Then I met Ellen Ruel…

I remember the first day I met her.  It was my first day at the Front Desk, transitioning from Housekeeping…a whole new ballgame; a completely different dynamic.  I had just gotten comfortable with my team, my peers, and leaders in Housekeeping; so the thought of having to start all over with folks at the Front Desk seemed daunting…and uncomfortable.  I was a nervous wreck.

As I walked into the back office one of my first days at the Front Desk, thank God Ellen was one of the first people I met…I remember it like it was yesterday…she said, “Well hello, my new friend…Taylor, right?”   She had heard I was rotating to her team…she was one of the other Front Desk Managers.    

I’m generally a nervous wreck about most things…as a general rule.  Needless to say, this particular day was certainly no different.  Ellen’s warm welcome, a genuine smile, and HUG upon meeting me calmed me down.  Yes, she gave this young, inexperienced, redheaded new guy whom she didn’t even know…a big HUG on day 1.  I went from zero to feeling Welcome, Comfortable, and Important in seconds.

Ellen would greet me in similar fashion for the next three months, every single day I walked into work, as I rounded the corner in the back office, she would shoot me a genuine smile.  It didn’t matter how stressed she was at the time, with undoubtedly 17 Guest situations/issues on her mind to deal with…she always smiled.  I took note of that.

At times I wouldn’t completely understand how to go about solving a problem or resolving a Guest’s complaint.  She would always be there in case I needed help.  She wouldn’t necessarily micromanage because we were peers…the same role – both Front Desk Managers.  However, she had a certain way about her…a presence.  I was most comfortable in my role that summer when Ellen was also working alongside me; not because she did my work for me, nor because I took everything to her.  She was present, in the moment from the time she walked in to the time she walked out for the night.  So it was her presence and compassion for others that just made me feel like no matter what could and would ever happen…Ellen would help me make magic for whomever, whenever, and whatever. 

I thought for the first several weeks that she was just helping me because I was so new.  However, the coolest thing was that I wasn’t the only one.  She treated everyone with this selfless compassion, and if you were to ask anyone on that Front Desk team at Disney’s Contemporary Resort in the summer of 2001, they would all tell you a similar story about how Ellen Ruel made them feel comfortable at work.  To this day, I strive to make people feel as comfortable as Ellen made us feel. 

She took advantage of teachable moments.  I can remember her being so dynamic that she would have eight things on her own list, her own To Do’s…yet she seemed to always make time to show me what she was doing, how she was doing it, and why.  She was careful not to do give you all the answers to the test, so to speak, but instead she would help us think about it so we would learn.  She probably didn’t know it at the time, but I would watch and listen to how she handled things as often as possible.  I knew my time with this wonderful person and team was limited, and I was a sponge, soaking up as much wisdom, knowledge, and magic as I possibly could.  She never disappointed…and I always learned…everyday. 

I can proudly say that ten years later, I now take ownership of Guest situations, staff issues, and make business decisions with confidence.  Sure I’ve gotten plenty of reps in over the years which allow me to be confident and more comfortable, but to this day visions of Ellen’s charisma, compassion, and her way with people are still crystal clear.  I remember how she made me feel.  I remember how she was able to empathize with Guests and turn their frustration into a pure, old-fashioned Disney magical moment.  So when I’m faced with similar issues today, ten years later…I think about Ellen and how she would do it.  Her teachable moments ten years ago allow me to be successful to this day. 

The tragic events of September 11^th, 2001 occurred during my internship that summer.  So unfortunately Disney couldn’t status me as a full-time manager upon the completion of my program.  I was blessed, however, in that I landed a job on the opening team of a brand new 1,400-room resort across town as a Housekeeping Manager.  It was tough being away from Ellen.  However, we kept in touch.  We remained close though we saw very little of one another.  We kept in touch by phone and email.  She knew my passion for Disney, and she knew I wasn’t ready to leave the company after my internship.

Remember When...

Ellen would always tell me, “who’s your biggest cheerleader?”  Little did I know that as plans for the opening of Disney’s Pop Century Resort were materializing, Ellen was recommending me to the hiring leaders for the new resort project.   

So in September of 2003, with Ellen’s help once again, my dream of returning to the mothership, to the Walt Disney Company, came true.  Ellen and I reunited once again, both as Front Desk Managers on one of the most talented leadership teams I’ve ever been a part of…we opened the 2,880-room Disney’s Pop Century Resort.  We were back to our old tricks…and I was blessed with the opportunity to learn from her teachable moments as well as her actions. 

Here we are…several years removed from our time together.  I live thousands of miles away from her.  I work in Las Vegas.  She works at the magical world, at Walt Disney World in Orlando.  However she still shows compassion.   She still makes me feel comfortable.  She still brightens my days with random, unsolicited text messages that say – Just thinking of you Sweetheart, hope you’re doing well…I love and miss you!

I get those texts as a 31 year old, about to turn 32…and I smile from ear to ear just like I did when I first met her when I was 21, about to turn 22.  That’s legacy.  That’s compassion.  That’s leadership.  That’s going OneMoreStep…and that’s being a FRED.

I love you, Ellen.  Keep being you…it moves people, and you make us all better…and I can’t thank you enough for it.

“You just never know who’s watching and listening.  Our lives, to paraphrase Shakespeare, play out on a stage…

Freds find satisfaction in their passion for significance.  They distinguish themselves not by the results they’ve achieved, but by how they’ve affected and touched others.”- Mark Sanborn…The Fred Factor…page 69…Chapter 7

Happy FRED Friday.

Taylor

What is FRED Friday?

Fred Friday is a series in which the OneMoreStepRevolution blog will showcase a real life "Fred" on select Fridays.   Reading The Fred Factor definitely leaves us with a desire to to be more Fred-like ourselves, but I also love looking for Freds.  Freds are everywhere. I love it when I experience a real life Fred.  I'm inspired just as I am every time I re-read the book.  I thought it would be fun to spread the magic of Fred to our OneMoreStepRevolution community.

Hopefully a few things will happen with the Fred Friday series:

 

1) Real Life Freds will be recognized when these stories make it back to them 

 

2) Companies for which these Freds work will have some positive feedback 

 

3) People will be inspired to go OneMoreStep just like the real life Freds 

The OneMoreStep Trifecta...

The OneMoreStep Trifecta…           

Wikipedia defines Trifecta as:

WELCOME - COMFORTABLE - IMPORTANT

In horse racing terminology, a trifecta is a pari-mutuel bet in which the bettor must predict which horses will finish first, second, and third in exact order.

It is also used in sports to describe scoring three points at one time (e.g. hat-trick), or succeeding at anything three times in three consecutive attempts…

OneMoreStep thought for the week:  To make a positive difference for someone  – at home, at work, or in your social life – make him or her feel WELCOME, COMFORTABLE, & IMPORTANT…in that order.  It’s a OneMoreStep Trifecta…a lock…always a great bet that makes a true difference that matters every single time.

Make them feel WELCOME

We can usually rattle off more instances in our past of when we felt unwelcome than examples of when we felt welcome.  That sounds rather pessimistic, but think about it.  It is what it is…kind of sad but true.  However, among the many “unwelcome memories”, we all have that one memory of feeling ever so welcome into someone’s home, someone’s office, arriving to a very warm and hospitable hotel/resort, or even the time we started a brand new job and they welcomed us into the organization with open arms.  Do you have one in mind?  I do.  It felt so good to be welcomed with open arms that it really is tough to forget it.  Wouldn’t you rather someone walk away from a meeting, conversation, or interaction with you thinking about how welcome you made them feel vs. the alternative? 

Make them feel COMFORTABLE

How often do we have those little moments at the beginning, during, or after an interaction, with someone at work or otherwise, that we just feel like something is…off.  Unfortunately, that is often the rule as opposed to a surprising and delightful exception.  What if after we took the time to welcome someone into our home, office, or a simple conversation…we took the extra step to make him or her feel comfortable?  Often times we feel awkward or uneasy in certain situations...a new job, a new relationship, a new group of friends, or we’re just uncomfortable having those tough conversations about dicey topics.  Guess what…everybody else has those same worries, concerns, and anxious feelings.  Excellent OneMoreStep opportunity to take an extra five seconds or five minutes to engage an anxious or worried person in such a way that calms them down, eases their mind, and makes them feel comfortable.

Make them feel IMPORTANT

People have a natural desire to feel needed and they want to know that they’re valued…people want to feel important.  So why not go OneMoreStep in meetings at work, conversations at home, and in developing meaningful relationships in our lives…why not make them feel important?  Make it about them for that moment, that meeting, that conversation.  Ask them about their opinion.  Ask them to share their thoughts.  Tell them they matter, but go even OneMOREStep, and show them you truly value them, their insight, and especially your relationship with them.  

Sometimes the smallest gestures mean the most.  A quick email; a heartfelt handwritten note; a small gift; or even a handshake or hug can make someone feel important.  Once we take the focus off of us and turn it toward them, they become more comfortable around us, they begin to trust us, which allows for more meaningful conversations, which leads to strong, long lasting relationships that matter for everyone involved. 

3 for the road…

Welcome

Summertime...

I took a few days off of work to visit my family in Kentucky this past weekend.  My mom and dad know that I love everything about summertime; especially grilling out…and they know that I like to eat plenty of vegetables.   

The very first night I was home, my parents prepared a beautiful summertime meal – shrimp (marinated in teriyaki ginger sauce), along with zucchini, peppers, asparagus, tomatoes, and sweet potatoes all prepared on the grill.  It was a very nice WELCOME home dinner with the fam.

Comfortable

We had a full house at my parents’ home this weekend, as my sister and her family were visiting as well.  With my sister and brother-in-law in one bedroom, my nephew, Henry, in the other…all of the beds were occupied, and I was thinking I would have to sleep on the couch.  Nope.  Not on my parents’ watch.  They rolled out a queen-sized air mattress for me to make sure I would sleep well while I was home.  After the first night, my mom went even OneMoreStep and integrated some feather top bedding to the mix to make me event MORE COMFORTABLE.  I slept like a baby…

Important

Henry liked the air mattress too

I love my nephew, Henry.  He’s two and a half years old, but going on 32.  I don’t get to see him often, but when I do I’m always amazed at how fast he’s growing, how many more words he can say, and just how awesome he is.  I have an overwhelming desire to hug him, hold him, play with him, and just be involved in his life.  He’s only two…and he only sees me every five or six months so it takes him a while to warm up to “Uncle Taylor”.   

Often times he’s hesitant to play with me or let me love on him as much as others do.  However, on our way into church on Sunday, as we were crossing the road…the little fella reached his little right hand up and grabbed mine as we crossed the street.  That was the proudest I’ve been in a long time…I felt IMPORTANT.  See…sometimes the smallest things mean the most to people. 

So this OneMoreStep Trifecta really isn’t profound at all. We all like to feel welcome, comfortable, and important. The golden rule…TREAT PEOPLE HOW YOU WOULD LIKE TO BE TREATED.  It’s simple…but for some reason it’s not very easy.  That’s why if we’re the ones to take the extra five minutes to nail the OneMoreStep Trifecta, we’ll stand out in a crowd, we’ll gain trust, we’ll gain respect, we’ll become the leaders, and we’ll be the ones that make the difference that matters…

Have a great day.

Taylor

Related Posts:

Keep Doing the Little Things

How Did We Make Them Feel?

Just Be Nice

FRED Friday...Mr. Dunn, the Chick-Fil-A Fred

FRED Friday…Mr. Dunn, the Chick-fil-A FRED  

(Special Capitalize on Life Experiences Edition of FRED Friday)

In The Fred Factor, Mark Sanborn, says that one of the ways we can all become more Fred-like is to “reinvent yourself regularly”.  One way to do that, he says, is to “capitalize on life experiences”.

From The Fred Factor…Chapter 7 – Reinvent Yourself Regularly:

Capitalize on Your Life Experiences

If you want to reinvent yourself and improve for the future, spend some time reflecting on the past.  What are the most important lessons you’ve learned?  What did you once deeply desire to accomplish that you never attempted?  Which people most shaped your life, and what did you learn from them?  Whom do you admire the most?  Which of their skills and characteristics would you like to develop in your life?

One of my best friends, Matt Olsen, often reflects on one life experience that left quite an impression on him.  When he worked for a Chick-fil-A just outside of Atlanta, GA back in 2008, he met a Fred…a customer…a Guest by the name of Mr. Thomas Dunn. 

Matt and I talk about Mr. Dunn quite often.  We love these Fred stories, and we particularly love this one.  Matt, being the ever-supportive best friend that he is, follows the OneMoreStepRevolution blog regularly…we share the same passion for making magic for people and going OneMoreStep whenever possible (hey…you can take the boys out of Disney, but you can’t take the Disney out of the boys)   

Matt called me earlier this week and wanted to share his story of Mr. Dunn for a special Capitalize on Your Life Experiences edition of FRED Friday…so please welcome Matthew Glenn Olsen to the tee box.

Enjoy his story about how he turned routine transactions into a meaningful relationship with Mr. Dunn.

Meet Mr. Thomas Dunn.

Mr. Dunn & Matthew Olsen...Two FREDs

In 2008 I had the pleasure of working side by side my college roommate, Chris Darley, while opening a new Chick-fil-A in Marietta, GA (just outside Atlanta).  

To this day I can't thank him enough for allowing me to join him in that venture.  During my time there I learned a great deal about myself, Guest service, being a steward, and the power of positive leadership.

While at Chick-fil-A I met one of our "raving fans", Mr. Thomas Dunn.  He would come in for breakfast every morning - Monday to Friday, rain or shine.  He was always there.  Within the first few months I noticed all of my fellow team members would meet Mr. Dunn with a friendly greeting and smile on a daily basis.  

Over time I started to get to know Mr. Dunn, as we would chat over breakfast ("my break") every morning.  Each morning I always looked forward to his visits.  I’d sit down with him as he enjoyed his coffee (with two hazelnut creamers and either a Cinnamon cluster or some Chick-fil-A Chick-N-Minis).  

He is such an experienced, wise man and shared many stories with me about his life, his wife, and his family.  We would talk about what was going on each day, plans for the week/weekend, each other’s trials and tribulations, life in general, and most of all…golf.   Golf was our one piece of common ground; we both have true passion and love for the game.  

In 2009 I left the Chick-fil-A store to pursue a career in another industry, and I relocated back to Orlando, Fl…home base.  I met with Mr. Dunn for breakfast on one of my last days in the Atlanta area, and he had a present for me.  As I stated before we both loved the game of golf.  The present he gave me was a golf ball from the Old Course at St. Andrews, which is the oldest golf course in the world (established in 1552 in Scotland).  He also gave me a pencil that says "St. Andrews" on it, which he used when he played a round at the storied course several years ago.  

While these gifts may not seem like they mean anything, they do to me.  You see Mr. Dunn knew I would love them.  He had listened during our conversations.  He clearly set out to create a little bit of magic for me…he truly went OneMoreStep.  St. Andrews is one course on my "bucket list" that I want to play some day, and Mr. Dunn doesn't know this, but when I do, I plan on using the pencil he gave me. 

At Chick-fil-A, they encourage all team members to deliver what we called "Second Mile Service."  The concept of going the second mile comes from the book of Matthew in the Bible. Jesus says, "If anyone forces you to go one mile, go with them two miles" (Matthew 5:41).  My faith is very important to me, so naturally I loved this part of the Chick-fil-A culture.  I tried to live it and breathe it everyday.  It’s the same idea as going OneMoreStep…as Taylor always talks about.

As weeks and months passed by after I left the store, I started to realize how much Mr. Dunn was showing me "second mile service" during my entire tenure at Chick-fil-A, and he’s continued to go OneMoreStep ever since.  Mr. Dunn started calling me on a regular basis, even after I left Atlanta.  He would simply call to "check-in" and see how things were going.  

Here we are, three years later, and we still talk once a month to catch up.  He always asks how my parents are doing (they came to visit me at the store one day and met Mr. Dunn, yet he still asks how they are doing during every single phone call). He always ends our phone calls by saying, "Matt, I pray and think of you often and please call me if you ever need anything."

To this day, Mr. Dunn still shows and exhibits his own "second mile service" and goes OneMoreStep as he continues to seek out ways to create value as he often brightens my day with his ever compassionate, genuinely interested phone calls to “see how I’m doing”.  

Second Mile Service

I'm honored and privileged to have met to Mr. Dunn when I lived in Atlanta, but the coolest part is that even after three years, I can still call him a friend.

Thanks Mr. Dunn for being a "Raving Fan" of Chick-fil-A.  I thought I was serving you, but you were teaching me then and you continue to teach me now - how to make relationships through giving "Second Mile Service" and how to create magic by going OneMoreStep. 

As they say at Chick-fil-A, “Eat Mor Chikin”…

And as T. Scott says, “when you think you’ve done enough, go OneMoreStep…”  You never know whose life you may impact when they need it the most.

Matt Olsen
Twitter - @T_Setter

*****************************************************************

Thank you, Matthew, for sharing you story.  I was proud of you in 2008 when you first met Mr. Dunn, and I'm still proud of you today...but as always, I'm mostly just proud to be your friend.  Keep going OneMoreStep.  See you in a few weeks...

Happy FRED Friday...

Taylor