greatest employee

How to be the World’s Greatest Employer

Presented by Randy Oliver

HollywoodCrawfordsan antonio, texas

Two researchers at the Yale School of Medicine found that

the inability to appreciate humor can indicate emotional

problems.

Why would you want to be one of the

World’s Greatest Employers?

Recent studies indicate 30 to 40 percent of the working

population is unhappy in their jobs to the extent they have “checked out mentally and

emotionally.”Joyce Gioia – President – The Herman Group

Management & Consulting Firm

According to the Marist College Institute for Public Opinion the

most popular resolution this past January (2004) was to get a better job and

become a better person.

If government projections are accurate, a labor shortfall beginning in 2005 could threaten the survival of companies that fail to

prepare for it now.Donna Oldenburg – Hemisphere Magazine“Maximizing Performance Through People”

Happy Workers = High Returns

Based on studies of Fortune magazine’s

Top 100 Best Places to Work

According to the Great Place to Work Institute other benefits are:

Receive more qualified job applicantsExperience a lower level of turnover

Higher levels of customer satisfactionGreater innovation and creativity

Higher productivity

Or maybe it is because you don’t want to end up

like this . . .

Who do you think are the World’s Greatest Employers?

So what does it take to be one of the

World’s Greatest Employers?

Maybe it’s great benefits like -

Republic Bancorp # 5 – 2004

Approximately 22% (300 of 1360) of their employees were awarded

trips to Aruba, Cancun or the Dominican Republic

S. C. Johnson & Sons #23 – 2004 Company-owned & employee

directed 146-acre park - includes a large indoor recreation

center, a spectacular aquatic complex, child care center, softball fields, tennis courts, a golf driving range and a miniature golf course,

among other attractions.

JM Family Enterprises #19 – 2004

Use of the corporate yacht & jetYoga & massage therapy

Dry cleaning & shoe repairBarber shops & manicure services

SAS Institute #8 – 2004

77,000 sq. ft. recreation facilityTwo on-site day care centers

Three on-site cafeterias – one with a lunchtime pianist

Great Place to Work Institute

Trust between managers and employees is the primary

defining characteristic of the very best workplaces.

Don’t send mixed messages like a sign at the front desk of a country inn in England that

read: “Please introduce yourself to your fellow guests since we are one big happy

family. Do not leave valuables in your room.”

Time

Respect

Unconditional Positive Regard

Sensitivity

Touch

John C. Maxwell

“At the heart of our definition of a great place to work – a

place where employees trust the people they work for,

have pride in what they do, and enjoy the people

they work with.”Great Place to Work Institute

Credibility

• Good communication• Words must be followed by

action• Be real

A note was hung on the hot air hand dryer in the restroom at work: “Push here for a

word from the boss.”

“Criticize in private using a reasonable tone as though you are trying to solve a problem.”

Bill Winser – Winser Doors

One should keep his words both soft and tender,

because tomorrow he may have to eat them.

However, communication should be crisp and too the point. Such

as the sign seen in Chicago:“WARNING! BEWARE OF DOG ON DUTY – SURVIVORS WILL

BE PROSECUTED!”

Integrity

• Do what is right• Tell the truth – always• High morals and ethics

“Do What’s Right”

Rinderle Door Co.’sMission Statement

2002 Joe Caputo Dealer of the Year

Fortune dubbed this company the most innovative three

years in a row. They really encouraged their people to

think outside the box. 1999 - #732000 - #242001 - #22

(Enron)

Respect• Involves providing employees with

the equipment, resources, & training they need to do their job

• Appreciating good work and effort• Providing a work environment that

is safe and healthy• Means that the work/life balance is

a practice, not just a slogan• Soliciting and using their input

“Respect who they are and what they do.

This would be #1 in my book”Bill Winser – Winser Doors

“A good boss shows appreciation. Let employees

know how much you value them. Appreciation can be a simple

“Thank you for the nice job you did at Mrs. Smith’s.” Everyone

likes to be thanked and praised.”Jim Lett – A. B. E. Doors and Windows

1998 Joe Caputo Dealer of the Year

“Nothing you do for this company, no matter how much

profit or opportunity may be lost, is worth an injury to you.”Todd Thomas – I. D. E. A.

“A good boss provides a safe work environment.

Properly train your employees in safe work practices.

Consider hiring an outside safety consultant. Keep your

equipment properly maintained.”Jim Lett – A. B. E. Doors and Windows

Fairness• Economic success is shared

equitably• Everybody receives equitable

opportunity for recognition• Hiring and promotions are made

impartially• To be fair, you must be just

“A good boss pays his employees a fair wage.

Most employees work hard for what they earn.”

Jim Lett – A. B. E. Doors and Windows

Pride

• Pride in the company’s reputation• Pride in the company’s products• Pride in their team’s work• Pride in their job and individual

contributions

Camaraderie• The workplace becomes a

community• They feel they can be themselves

at work• Socially friendly and fun

atmosphere• Celebrate the successes of their

peers

Fish! Philosophy“Work Made Fun Gets Done!”

The World Famous Pike Place Fish Market

Seattle, Washington

Fish! By Stephen C. Lunden, Ph.D.,Harry Paul, and John Christensen

“What word describes what will determine our

happiness, acceptance, peace and success?”

ATTITUDE

Choose Your Attitude

Do you want to be bored and impatient or world famous?

“Your attitude will determine your altitude.”

“It is hard to soar with the eagles when you’re

thinking, acting, and walking like a turkey.”

John C. Maxwell

“Our attitude determines our approach to life”

“For some, attitude presents a difficulty in every

opportunity; for others it presents an opportunity in

every difficulty.”John C. Maxwell

OPPORTUNITYISNOWHERE

•

“Some cause happiness wherever they go;

others whenever they go.” Oscar Wilde (1854-1900)

1. “Make the World Go Away”2. “Raindrops Keep Falling on my Head”3. “I Did It My Way”4. “Oh, What a Beautiful Morning”

Attitude ApplicationWhich song best reflects your approach to life, your attitude:

Raindrops keep fallin' on my headBut that doesn't mean my eyes

will soon be turnin' redCryin's not for me

'Cause I'm never gonna stop the rain by complainin'Because I'm free

Nothin's worryin' meB. J. Thomas

“ It is not what happens to you in life that matters as much as how you respond to what happens. . .

Life is what you make it.” Rick’s Rinderle’s Dad

A little girl asked her grandmother how she felt.

She said she felt fine. The little girl asked,

“Well, if you feel good, why don’t you tell your face?”

Be Present

Give people your full attentionListen, listen, listen!

Eye contactBody language

One man said to his friend one day, “My wife talks to herself a

lot.” His friend answered, “Mine does too, but she doesn’t know

it. She thinks I’m listening.”

It’s impossible for a worthwhile thought to enter your mind through an open mouth.

Play!

Work Made Fun Gets Done!

Make Their Day!

What do over twenty of the Best Places to Work,

including some former #1’s such as Southwest Airlines, the Container Store, and

Synovus Financial Services have in common?

Servant Leadership

What is Servant Leadership?

“The Servant as Leader”by Robert K. Greenleaf

The Greenleaf Center for Servant Leadership

What are Servant-Leaders?

“The servant-leader is servant first. It begins with the natural

feeling that one wants to serve, to serve first. Then

conscious choice brings one to aspire to lead.”

Simply and plainly defined‚ servant-leaders are

people who have followers. They have earned recognition and

respect.

Once a fellow called needing a new door, but couldn’t afford one at the time. His wife had just undergone

drastic cancer surgery and was undergoing radiation treatments,

and was unable to get her car out of the garage. They installed a new door and operator at no charge. John & Bill Mathews – J. B. Mathews Co.

Servant-leaders are a teacher‚ a source of information and

knowledge‚ and a standard setter‚ more than a

giver of directions and a disciplinarian.

“None of our achievements would have been realized

without recruiting, training and retaining really good people . . .

When one invests in their employees it is something that

they see, they realize, they can hold on to.”

Dan Apple – Apple Door Systems, Inc.

The Container Store (#1 on Fortune’s Best Places to Work For list in 2000 & 2001) train

each employee an average of 162 hours per year. Store

managers spend 50% of their time on staff development.

“Our philosophy here is that we try to give our people the tools that they need, the training they need,

the recognition they need.”Russ Bookbinder – Executive V.P.

San Antonio SpursReigning NBA Champions

Servant-leaders see things through the eyes of their

followers. They put themselves in others’ shoes and help them make their

dreams come true.

“A good boss is compassionate. Employees are human just like we are. If the weather is unbearable

give your technicians some slack. Don’t expect 100% performance during sweltering heat or freezing

cold conditions.”Jim Lett – A. B. E. Doors and Windows

Servant-leaders do not say‚ “Get going.” Instead‚ they say‚ “Let’s go!” and lead the

way. They do not walk behind with a whip; they are out in

front with a banner.

A motivational sign at work: The beatings will continue until

morale improves.

Servant-leaders assume that their followers are working with them. They consider others as partners in the work and see to it that

they share in the rewards. They glorify the team spirit.

“We don’t have people work for us, but rather with us.”

Marlene Rinderle – Rinderle Door

“Consider every team member having equal status. Is the

salesperson more important than an installer? Is the president more important than the receptionist? In a business that is growing, every position is of equal importance. . . Greet every day with a smile, and

live by the “Golden Rule”. Dewey Stewart – Midwest Garage Door Co.

“Treat everyone like you would want to be treated.”

Bob Hammersley – Crawford Door Systems

Leaders are people builders. They help those under them

to grow big because the leader realizes that the more big people an organization has‚ the stronger it will be.

“If you want to be a leader, you must be constantly producing leaders . . . If you are growing

leaders in your business, you’re going to lead the market …

you just are!”Dan Apple – Apple Door Systems, Inc.

“It’s important to surround yourself with others who are leaders.”

John Mathews – J. B. Mathews Co.

Leaders do not hold people down… they lift them up.

They reach out their hand to help their followers scale the peaks.

Leaders have faith in people. They believe in them. They

have found that others rise to their high expectations.

Leaders use their heart as well as their head. After they have looked at the facts with their head‚ they let their heart

take a look‚ too.

“What makes Apple Door Systems successful is that their

people care from the heart. They care for their customers. They care for each other. Life teaches us that when one puts others first, the result is most

always success for all.”Chris Long – Nov/Dec 2002

Chris Long summarized his visit to Price Overhead Door with one

word, “Caring”. The people of Price Overhead Door Co.

joyfully care for their customers, vendors, community

and each other.

“A smile is worth a lot when people know you really care

about them.”Keith Glover – Farmer Garage Door Co.

Bob Hammersley & John ZollerCrawford Door Sales

Wilmington, North Carolina

People will forget what you said . . .

People will forget what you did . . . but

People will never forget how you made them feel.

“People don’t care how much you know until they know how

much you care”John C. Maxwell

Leaders keep their eyes on high goals. They are self-starters.

They create plans and set them in motion. They are persons of

thought and persons of action — both dreamers and doers.

“There is a great step between knowing

what to do and doing it. The great ones do it.”Bill Winser – Winser Doors

“I have not failed. I’ve just found 10,000 ways that don’t work.”

Thomas Edison

Even if you’re on the right track, you’ll get run over if you just sit there.

Leaders are faced with many hard decisions‚ including balancing fairness to an individual with fairness to the group. This

sometimes requires ‘weeding out’ those in the group who‚ over a

period of time‚ do not measure up to the group needs of

dependability‚ productivity and safety.

The world is full of willing people. Some willing to work and some willing to let them.

“Sacred cows make the best burgers – deadwood –

a good company must chop out the deadwood –

people that don’t produce.”John Mathews – J. B. Mathews Co.

When Dan Apple went to work for his father after getting out of

the Navy within the first six months he fired all but two

employees. In his opinion, the people his father had working for him were just taking advantage of his good nature. Dan began

building a team at that point.

Rick and Marlene Rinderle help make their new employees accountable to the team by telling them “that their fellow

employees will ultimately determine whether or not they

will remain on the team.”

“Give yourself a chance. Council or get rid of

malcontents. You do not have a chance if you are being

undermined by a few that will never be happy doing anything.”

Bill Winser – Winser Doors

“Get rid of bad apples. . . One negative individual who does not

share a company-wide commitment at being the best can cause serious harm to the

firm. When that happens, sack the dude and keep all your

good employees.”Todd Thomas – I.D.E.A.

Leaders have a sense of humor. They are not stuffed

shirts. They can laugh at themselves. They have a

humble spirit.

Blessed are they who can laugh at themselves,

for they shall never cease to be amused.

During their Executive Committee meetings Bill purchased toy dart

guns and if someone in the group became an “issue” they enjoyed a

“group shot”. The darts helped relieve both tension and anger. John said as a matter of fact, Bill was late for the second meeting

and they all shot him.J. B. Mathews Co. – John & Bill Mathews

Rick Rinderle of Rinderle Door Co. of Big Bend, Wisconsin once used a

small remote control forklift in a trade show booth and invited visitors to run the little forklift

through the display door openings and timed them. At the end of the day the person with the best time

won the little forklift.

Synovus Financial Group We‘re so serious about fun at work,

it‘s one of our corporate goals! We‘ve had Team Appreciation

Weeks, Tree Lightings, Breakfasts with Santa, Weekend Retreats, Easter Egg Hunts, Bass Fishing

Tournaments, and more. We believe in having much fun.

Third Federal S&L – 2004 #14Third Federal Idol Contest

with a free Karaoke machine for each contestant.

Other ideas for fun:Team fitness competition

Company sports teamCompany picnics

Group volunteer activitiesDessert bake-off

Anything to do with food

Leaders can be led. They are not interested in

having their own way‚ but in finding the best way.They have an open mind.

Some minds are like concrete, thoroughly mixed

up and permanently set.

“Don’t assume you know all of the answers. Ask your people for their ideas and input. Give them the glory and the rewards. Their

success is your success. Celebrate their victories every

chance you get.”Dan Apple – Apple Door Systems, Inc.

“Nothing ever gets accomplished at our company unless it

is a team effort.”Tripp Zumwalt – Zumwalt Corp.

“We run our business with the understanding that more brains

are better than one brain.”Russ Bookbinder – Executive V.P.

San Antonio Spurs

“It takes ten hands to put the ball through the net.”

John Wooden, legendarybasketball coach at UCLA

Remember, the only fool who is a bigger fool than the person

who thinks they know it all is the person who argues with her.

Best Test of Servant Leadership

Do those served grow as persons? Do they, while being served, become healthier, wiser, freer,

more autonomous, more likely themselves to become servants?

“In my belief, servant-leadership is anything than weak. In fact, it

takes a toughness and a strength of character because you are, in

fact, making a commitment not just to the bottom line financially but to

the bottom line when it comes to people”

Larry Spears – CEO of the Greenleaf Center for Servant Leadership

“Servant-leadership challenges people to be brave and

courageous, and to bring ideas like friendship and perhaps even

love to the work place.” Larry Spears – CEO of the Greenleaf

Center for Servant Leadership

What is the only company to make the top 10

of Fortune magazine’s “Top 100 Best Companies to

Work For” list every year?

TDIndustries Company Profile• Mechanical/Electrical/Plumbing Contracting &

Facility Service Co.• Founded: 1946• 2003 Revenue: $239 million• Number of Partners: 1300+• Number of Partner Stockholders: 900+• Offices in: Dallas (HQ), Fort Worth, Austin, San

Antonio, Houston, Washington, D.C., Denver & Phoenix

So what makes TDIndustries one of the

World’s Greatest Employers?

“The reason we are in business is to be a great place to work. You have to have an intention

or passion to be a great place to work.”

Jack Lowe, Jr. – President TDIndustries

“People are not getting into the construction industry.

Construction has always had that bad name – low pay, dirty work, no benefits, no future.

We’re trying to turn that around.”Billy Platts – Vice-PresidentTDIndustries – San Antonio

Servant Leaders are active listeners… they elicit trust… and share power. Our Basic Values

are the most important characteristic of TDIndustries

and guide all of our relationships — with our customers‚ our

suppliers‚ our communities‚ and among ourselves.

Belief in the Individual•Concern for each individual•Each individual has importance•People are basically honest•People want to do a good job•Draw strength from the uniqueness of each individual and together they become greater than the sum of their members

Concern for the Individual = Safety

National Safety Excellence AwardAssociated General Contractors - 2000

Valuing Individual Differences

• Accept each individual• Be proactive • Diversity committee & awards

Don’t be like W. C. Fields who once said:

“I’m free of all prejudices, I hate everybody equally.”

Honesty

Always the best policy and at TDIndustries, it is simply the only policy when it comes to dealing with each other, our

suppliers, and our customers.

“A good boss needs to be honest with employees,

customers, vendors, etc. If you receive more merchandise than

you were charged for, let the vendor know. If a customer

overpaid on an account, return the overage.”

“If you or your staff damaged a door, don’t call your supplier to tell them it came in damaged, admit that you damaged it.

When your employees see that you are honest in your dealings with others, you will earn their

trust and respect.” Jim Lett - A.B.E. Doors and Windows

Building Trusting Relationships

Believe people react positively when trust and confidence are placed in them and when the

best is expected of them.

Fairness

Fair treatment and fair opportunity benefit everyone.

Responsible Behavior

Expect people to act responsively and to work

for group goals.Expect people to be dependable

and to work hard.

High Standards of Business Ethics

TDIndustries has a reputation for “doing the right thing.”

Over time, “doing the right thing” is also the best business

philosophy.

SERVANT LEADERSHIPTRUST

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COMMUNITY OF POWERFUL, TRUSTING PARTNERS

Top 100 Training OrganizationsTraining Magazine2001, 2002, 2003

The Marks We LeaveAs time goes on and we reflect

On the things we’ve said and done;The places we’ve been, The people we’ve met

And we think of all the fun.We realize the marks we leave in life

Aren’t made of stone or steelBut rather of the lives we’ve touched

And how we make folks feel.

For people are far more valuableThan achievements great and high,

Than cars or planes or space shuttlesOr buildings reaching to the sky.

You and I can leave our mark in lifeBy doing all we can

To serve and praise and upliftThe lives of children, women and men.

Mark Sanborn

“Raising the Door Tour” – www.doors.orgTDIndustries – www.tdindustries.comGreat Place to Work Institute – www.greatplacetowork.comTop 100 Best Places to Work For – www.fortune.comFISH! Philosophy – www.fishphilosophy.comWorld Famous Pike Place Fish Market – www.pikeplacefish.comJohn C. Maxwell – www.maximumimpact.comMark Sanborn – www.marksanborn.comJeff Blackman – www.jeffblackman.comInstitute of Door Dealer Education & Accreditation – www.dooreducation.comJob Descriptions and Management and Employee Evaluation Forms – www.doors.org (members only section)If you are not a member of IDA but would like information on joining IDA please contact me at randyo@hollywoodcrawford.com

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