It's Easy To Get Hooked On FSO Hospitality

"FSO is nearing its five year anniversary and we have lots to be proud of. But we have only just begun. We have one goal. To be the best on site outsourcing company this industry has ever seen."

Good Morning Folks,


Our wonderful team at FSO truly embodies what it is to be hospitable, and I believe hospitality is where most outsourcing relationships lose steam. It's the advantage that's enabled FSO to best competitors whose incumbent client relationships go back for decades.

What is hospitality?  How do you make employees in the field more hospitable? How do you make the client feel the hospitality that separates FSO from all of its competitors?

Just like you have introverts and extroverts in life, hospitality starts for having an eye for personality as well as skill. It’s that twinkle in the eye, that skip in the step, that fire in the belly that makes our people different from any of our competitors’ from day one.

And for those who have been with me for years, I have always made this very simple. You can't teach people the DNA. But you can teach them the business. Right? But it has to come from within, within you to have that positive attitude and energy that allows anything to be overcome. It's about quality performance, personal service and a do-anything-for-the-customer commitment 

Many of our associates join us after eating, sleeping, and breathing hospitality for prior years in positions of service. We have even plucked customer service and hospitality folks from the front desks of several well-known New York City hotels and finest private clubs.

The First Impression Makers

Your front of house is the storefront for your organization. Our team brings your brand values to life and make visitors feel warmly welcomed. We deliver high-quality visitor experiences that perfectly reflect your values.

The folks we place in concierge, security or front desk reception positions (that we call informationalists because they are also cross-trained, multi-tasking utility players), looks to make a great First Impression and FSO's Concierge Associates are all about that first smile, service and information delivered as an ambassador for the organization. FSO ensures our customer service oriented staff perform at 5-star levels to make that front desk experience a truly warm and memorable experience.

Says one of our top concierges' serving at one of the nation's largest public relation firms, "I learned a great deal from being on the front lines of customer issues throughout my prior positions. For one, I learned that a smile goes a long way! A smile can totally change the way somebody approaches you and how they interact with you. Secondly, maintain eye contact and use the customer’s name. By using the guest’s name you are showing them that they are important and it helps to build upon the relationship. The final lesson I have brought with me to FSO is providing the unexpected. In Hotels, we often provide guests with a complimentary upgrade or sending an amenity up to a guest’s room after you find out it is their birthday or anniversary or another special event. These small actions can enhance relationships and make the guest coming back for years."

Using client’s and guest names when they approach us, making eye contact, always smiling, and going above and beyond to surprise a client or guest by doing something unexpected is what we are there to do! When incumbents aren't doing any of the above, then they aren’t being seen as delivering a superior experience, can’t be making an impact at all and worse, are opening up the door for competitors like us to eat their lunch.

You Can't Deliver 5-Star Hospitality, Without Passion

What we do is core to us and non-core to our clients so we do it better. Passion is a great gift, and we have a lot of gifted people taking care of our clients and always doing more to assist, which is what hospitality is all about. Most importantly our galactic growth continues to fuel the creation of new jobs and provides advancement opportunities for roles that traditionally had been glass ceilings.

Industry leading training, incentives, rewards, recognition and a TRUE career path sit at the heart of a successful company culture of hospitality and service that’s made the difference between a workplace people dread and one they brag about.

Penultimate Hospitality Takes Leadership

I read a very interesting article recently on Leadership and the premise was "Leadership is Simple." Great leaders are simply great guides on other people's journeys. So, what will make YOU a great guide (leader)? 

• You know and live the culture 
• You prepare and you keep your skills sharp
• You listen and work with the team 
• You support them, keep them moving and on track, and remove obstacles 
• You allow the team, through their own skill and will, to reach success safely. 

In closing, tell someone today that they’re awesome. This is how you have a Super Life. Spread positivity. Our employees are unbelievable. As long as they have so much hustle in their hearts, and have no room to criticize, hate or challenge I’m on their side. 

FSO is nearing its five year anniversary and we have lots to be proud of. But we have only just begun. We have one goal. To be the best on site outsourcing company this industry has ever seen.  

We are healthy. We are strong. We are family. And we are all in this together. 

Have a great day and thanks for supporting our amazing journey.

Mitchell D. Weiner

Chief Happiness Officer  

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"Nothing is impossible, the word it self says I’m possible"

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Learn more about what DIFFERENTIATES FSO here

FSO On The Fast Track Welcoming A Record Breaking Surge of New Accounts

"Imagine you are a customer choosing FSO as a business partner. You sign the contract and immediately become part of the FSO family! But wait, it does not end there, you now have a specialized transition team assigned to you with Client Relations Directors, Client Relations Managers, Team Leads, Associates, and members of our operations, finance, people solutions and  IT teams ready to help you (re)IMAGINE your business."

Good Morning Folks,

Since the company’s launch in 2010, Future State Outsourcing (FSO) has been on a roll, signing a record-breaking number of accounts in all verticals with no sign of slowing down.  

FSO has dedicated significant resources in order to further support this surge of growth and expansion nationwide. But we could not make the shift without a strong leadership team who collectively has hundreds of years of onsite outsourcing experience, having created hundreds of thousands of new jobs and solid solutions that have provided decades of success to tens of thousands of organizations.

FSO is all about engagement with our clients and becoming part of your business family. Our leadership team’s experience and ideas have come from the streets and not from behind a desk or from sitting in board meetings with endless graphs full of “why nots.” Our leadership team is out in the field with you - our clients – listening, impacting and improving the services we deliver every day. In addition to our proven leaders, Our Future Leaders are truly one of our greatest assets. Our mission with Future Leaders is develop business leaders across the FSO enterprise.

Finally. An Outsourcing Partner Who Won't Disappoint You

Every account we've won and in growing the business so rapidly in just 60 months was a client of someone else who disappointed them. In this economy, bigger conglomerates look to cut costs, but make a big mistake when they skimp on training. By neglecting to properly and consistently train their folks, our competitors have opened the door for others to eat their lunch.

Training is OUR competitive difference, and folks from all walks of the company are taking advantage of it. 

As technology continues to move faster and faster, rapidly innovating companies will find that trustability and management accountability will become indispensable. Moreover, when it’s not your core competency  it’s vital to have someone else managing it who knows how to hire and train in that type of role.

FSO's surge in growth and expansion throughout the United States has been largely driven by market and client demands. Our clients are asking us to grow with them. As they expand, they want FSO by their side. Leading that charge is our President, Jim Caton.

Hospitality is Jim’s DNA. He has perfected the art of working closely with our national clients and our onsite teams in the field and remains highly engaged with every aspect of our client’s operations. Jim is tasked with expansion, while overseeing and ensuring service extraordinaire for existing business.

Operational best practices continue to be our greatest asset. Accordingly, Dean Graves joined FSO as Senior Vice President, Operations and our Executive Leadership Team (ELT) to apply his first-hand client insights. Dean reports directly to Mitch and is responsible for all of the tri-state operations and staff. 

In a day and age when technology carries equal weight in relevance to people + solutions, Our Chief Information Officer, Thomas Pategas, provides a unique level of strategic support and advice for our clients.  Not only does our CIO provide unbiased hardware and software recommendations, but he also has the strategic experience to ensure our solutions are in line with our clients overall IT device management, strategic goals, and budget. HE is always thinking about how technology can drive out costs and cycles, while making possible for you what was not possible before. 

While we are partners, we are always thinking about how technology can drive out costs and cycles, and make visibility, transparency and accountability a real time event.

A Sleep-Easy Transition

With all these new accounts coming in, besting relationships with incumbent partners that, in some cases, go back decades, the question I am often asked is "what about the transition," "how will you deal with my current teams, many of whom we like?"

FSO understands the importance of a seamless transition plan. A seamless transition is the result of careful planning and setting the expectations required to persevere through it.  Our signature Sleep Easy Transition methodology brings together skilled leaders from both sides working harmoniously to minimize culture change and service disruption. A seamless transition features a communication plan to inform employees, vendors, providers, and others involved.  

The key components of FSO’s Sleep Easy Transition process are as follows:

• Kick Off & Announcement
• FSO Experience Greatness
• Sleep Easy Documentation
• The Next Generation

Each component is executed in the weeks leading up to the Go Live or Launch date.

FSO has an extremely robust transition process in which executive members of our sales, Operations, Finance, HR and IT departments are included. This senior level involvement ensures that every facet of the transition process and your company’s needs are covered.

In the event that your firm or organization has decided to outsource, FSO will help lead and guide the staff transition process once the announcement has been made. We are there with you each step of the way to ensure all legacy staff can “sleep easy” throughout the transition process.

It's all explained in detail in the business plan we will propose to you.

To existing clients: We appreciate and value your trust - we are blessed to have such loyal customers.

To those that have, or may know someone with, the need for a refreshing approach to onsite outsourcing, call me personally at (212) 204-1193. Bottom line: Our clients love us and you will too. It doesn't hurt to look and I promise we can help you to improve.

Look out to the remainder of 2015!!!  Where you can count on us to show you new possibilities, new revenue and all the happiness and peace of mind you’ve come to expect from FSO.

Have a GREAT day as I look forward to seeing all of you soon.

Mitchell D. Weiner
Chief Happiness Officer

Read My Post: Finally. An Outsourcing Partner Who Won't Disappoint You

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"The growth and development of people is the highest calling of leadership." Harvey S. Firestone

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Finally: An Outsourcing Partner Who Won’t Disappoint You

"We have the service delivery expertise to create a customer experience unlike any other."

Good Morning Folks,

I hope everyone had a relaxing and rejuvenating weekend.

It’s rare that I make a sales pitch for us here, but we have been so well-received in recent presentations and I get so frustrated when I see how disappointed the companies I meet with are with their incumbent suppliers, knowing of the great people we have on-board and how much better life and business could be partnering with FSO. So here I go.

We've been on Inc. 500’s Fastest Growing Companies in America three years and running.  Why?

225 of biggest and most exciting innovative on the planet trust us with their back and front office business processes. Every single one of those clients chose us after being disappointed with their incumbent partner. The primary benefits that attract them to FSO are better technology, customer service and hospitality best practices that are unequalled.

Through our unique personal, passionate and productive culture, hands-on management and recipe for success that combines People + Technology + Solutions, we free clients to focus on their core business more efficiently.

At FSO, we team the latest technologies with a highly trained, motivated, team oriented, passionate people who care about doing a great job for YOU. We stand out from the crowd with the industry’s most comprehensive training, awards and recognition programs and are the happiest place to work.

Here continuous self-improvement drives everything we do. We help you improve your overall business by eliminating the management burden on you. The majority of day-to-day oversight of these non-core, yet mission-critical functions rests in the hands of FSO, so you eliminate much of the time otherwise spent maintaining the infrastructure, handling HR issues and adding more managers to handle the load.

We have the service delivery expertise to create a customer experience unlike any other. We focus on motivating and driving the hourly employee to deliver great service with a skip to their step, twinkle in the eye and fire in the belly. We excel at attracting and retaining inspired and passionate people with performance based rewards and opportunities for advancement.

We provide unlimited training and recognition to our field employees: We guide, mentor, teach and support them. We show them they matter and are important.

• Messenger Internship Program (MIP): Providing each member with invaluable skills to further their careers.

• Future Leaders Program (FLP): Identifies and develops business leaders across the FSO enterprise.

• Mitch Institute of Training (MIT) :The Mitch legacy is training; whether with FSO for 2 months or 20 years we strive to teach skills valuable for role and everyday life.

• Masters Of Our Trade (MOOT) Group: Delivering exceptional onsite outsourcing services is based on the delivery of best practices and being masters of our trade. FSO has built the strongest “think tank” in the business through the development of our Masters of our Trade (MOOT) Group.

At FSO today, you’ll find hundreds of lives transformed... people with careers, not jobs. People thriving, not just surviving.

From the first infectious smile and happy face that greets you by name in the morning, we offer an enormous opportunity to (re) imagine and reinvigorate your workplace with People + Solutions + Technology from FSO.

TALK TO US. WITNESS US. AND MOST IMPORTANTLY, EXPERIENCE US!

If we can help you, or someone you know, call me personally at (212) 204-1193.

Have a great day and thanks for supporting our amazing journey.

Mitchell D. Weiner

Chief Happiness Officer  

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"There are enough mediocre, half happy people in the world. 
Be vibrant." 

~~ Jamie 

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Lead or be Trampled: Used To Be Doesn't Count Any More

"We live and work in difficult times. Today, change is everywhere, competition is fierce, and windows of opportunity slam shut before they’re even fully open. You've got to lead or be trampled. And, after months of strategy sessions and careful planning, lead is exactly what FSO intends to."

Good Morning Folks,

I hope you are as rested and relaxed as I am after the really nice weather this weekend.

One of my favorite  bloggers, Seth Godin, served his short but pithy messages to over 3 million folks last year and got enough accolades to have his most popular messages reprinted by the New York Times. That alone shows you a shift in media, a shift in thinking and a trend which ushered in this year in general— Shift, change or get out of the way.

We live and work in difficult times. Today, change is everywhere, competition is fierce, and windows of opportunity slam shut before they’re even fully open. You've got to lead or be trampled.

One of Seth's final posts of 2014 was titled "Used to be." He reasoned:

• This hotel used to be a bank. 
• That conference organizer used to be a travel agent. 
• This company used to make playing cards.

"Used to be," is not necessarily a mark of failure or even obsolescence. It's more often a sign of bravery and progress.

At FSO we are we are fired up and ready to step up our operations and deliver better services that have substance, an impact on the bottom line, operational and strategic smarts. Throughout 2015 at FSO we have been focused on a very clear business model of People + Solutions, + Technology with greater energy, investment, smarts and focus than ever before.

Technology and business are evolving faster than your ability to adapt. "Used to be," counts for less and less. Therefore, 2015 is all about Possibility: The ability of Outsourcing to support any and every strategic business need. Our caring and supportive employees are here to provide unlimited value add services to help you gain additional revenue.

One of our clients put it this way, "“One of the biggest lessons that I’ve learned as an administrator is how to outsource strategically. This process is less about the capabilities of our vendors and more about us – and our own shortcomings.”

We express this in three simple buckets People + Solutions + Technology. 

+ People

People have always been our strength and focus and remain the foundation upon which to build every service offering. Our strategy is straightforward - we team the latest technologies with a highly trained, motivated, team oriented, passionate people who care about delivering the FSO Experience and doing a great job for our clients. We will stand out from the crowd with the most comprehensive training, awards and recognition programs in the industry and will be the happiest place to work. FSO’s employees will always have that “twinkle in the eye, skip in the step, fire in the belly,” which ultimately results in exceptional service delivery. 

+ Solutions

Outsourcing is increasingly considered to be a strategic decision. By pairing People + Solutions + Technology, FSO is adding real innovation to outsourcing to deliver value added services and gain additional revenue. Outsourcing is no longer just about saving costs. FSO provides operational expertise, service lines, resources and capabilities many companies do not possess and we are committed to challenging our clients to open their minds to the world of possibilities in the strategic and tactical running of their business. Counted among the greatest benefits of these new solutions are:

- Do things quicker and more efficiently 

- Get to the market faster than your competitors

- Maximize workforce flexibility 

- Gain access to highly qualified and hospitable employees

- Benefit day one from proven processes and years of experience

+Technology

New technologies can have revolutionary impacts with widespread and unexpected benefits. But how technology adds value to the people solutions and advice we provide is what sets FSO apart. With the introduction of BlueSky Solutions, powered by Salesforce.com, we have many unique offerings in the market and competitive advantages which delivers a unique level of strategic support and advice for our clients. While we are partners, we are always thinking about how technology can drive out costs and cycles, and make visibility, transparency and accountability a real time event.

FSO has dedicated significant resources in order to further support the growth and expansion nationwide. But we could not make the shift without a strong leadership team who collectively has hundreds of years of onsite outsourcing experience, having created hundreds of thousands of new jobs and solid solutions that have provided decades of success to tens of thousands of organizations.

FSO is all about engagement with our clients and becoming part of your business family. Our leadership team’s experience and ideas have come from the streets and not from behind a desk or from sitting in board meetings with endless graphs full of “why nots.” Our leadership team is out in the field with you - our clients – listening, impacting and improving the services we deliver every day. In addition to our proven leaders, Our Future Leaders are truly one of our greatest assets. Our mission with Future Leaders is develop business leaders across the FSO enterprise. 

Many of today's top field management has moved up the ranks, through the future leaders program. A most recent example of this is our new VP/GM of the West Coast who ascended to this position in four short years here from the ground up. Who better to manage direct reports than someone who has worn their shoes?

As technology continues to move faster and faster, rapidly innovating companies will find that trustability and management accountability will become indispensable. Moreover, when it’s not your core competency  it’s vital to have someone else managing it who knows how to hire and train in that type of role.

FSO's surge in growth and expansion throughout the United States has been largely driven by market and client demands. Our clients are asking us to grow with them. As they expand, they want FSO by their side. 

While we are partners, we are always thinking about how technology can drive out costs and cycles, and make visibility, transparency and accountability a real time event.

We appreciate and value your trust - we are blessed to have such loyal customers.

Look out for a strong finish to 2015!!!  Where you can count on us to show you new possibilities, new revenue and all the happiness and peace of mind you’ve come to expect from FSO.

Have a GREAT DAY as I look forward to seeing all of you soon.

Mitchell D. Weiner
Chief Happiness Officer

   

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POSSIBILITY:

"Give your customers the ability to do what they would want to do if only they knew it was possible.” 

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Throw Back Thursday: "Sitting Back On Your Laurels Is A Sure Fire Way To Lose In The Long Run"

"Most employees think of their employer's budget as a bottomless pit and can be very careless spending money that's not theirs. But you should manage their budget as if it's your own wallet."

Good Morning Folks,

As I begin my third year blogging, we are looking back at some of my favorite posts. So for a Throw Back Thursday may I reprise a post from last year showcasing the autonomy every single FSO employee no matter rank or position, is empowered with to make a difference for you. We want our folks to be proactive always looking for new, better and more efficient ways of doing things. Here's the post from April 2014:

==> Shout Out Wednesday: Measurable results. Value add. I love it!

For years my brand has represented perfection. It has been synonymous with the best service and best people ever. 

Whether a salesperson, an experience associate, a records manager, an informationalist, or messenger, what makes our folks so special is their ability to think beyond their daily tasks and think like our clients. 

"What would the client want? What do they need? How could I be more proactive in their eyes? How could i really impress them?"

Today I wanted to salute one of our FSO rockstars who put this promise to practice. He put together the list cost savings initiatives and ideas that follows. 

They were all truly worth reviewing, reading and most importantly ACTING upon. Not only do they address cost savings, but they are also environmentally sound. I really appreciate that.

We know that productivity is about all about delivering quality and value and working smart. (With a smile!)  This list exemplifies the value of hiring a true STRATEGIC partner who never stops looking out for you, who always take that extra second to ask and then ACT! 

In his words, here are some things our star does day to day with keeping costs in mind:

==> Reuse Boxes for shipping. Boxes from Reprographics Dept or Boxes from Vendors and Staples reuse them for shipping INSTEAD OF ORDERING BOXES WHICH CAN BE COSTLY.

==> Ship via UPS Ground when possible. In most cases it is fast and cheaper!

==> A lot of time I use pens from vendors give us pens. I make good use of those pens and keep them until no longer good to use. Imagine where most employees take their employers pens home without a second thought, if everyone from FSO brought their own pen to work and used that pen. Money would be saved.

==> I try to use my cell phone when making personal calls. I want to be respectful of that.

==> I think when wanting to get something done and it may involve usage of the company the simple thing to do is ask your boss or supervisor instead of just doing it.

==> Using brown packing paper instead of bubble wrap.

==> Also reuse packing from incoming shipments.

==> I feel the less we have  around our desk areas the better I feel. Keep things simple and neat.

==> When setting people up with UPS Campus Ship, I set it up so that the option to ship via UPS can be defaulted to shipping UPS Ground but the other options are still there.

==>  find that since there is less to ship to the Tampa, Fla Office I will just mail it via USPS Mail instead of UPS.

==> We use to ship Tampa Mail via UPS 2nd Day Air. When I ship now I ship UPS Ground.

==> Something I should do is bring my own cup in for Tea instead of using the paper cups all the time. Something I should do!!!!

==> Use less printing and do more online. This is something I need to do. It is helpful to print things out for updating the shipping system but less printing would be helpful by all.

==> Turn lights off!!!!!!!!!!! I cannot tell you how many times I have walked by desks and cubes and work areas where no one is there but desk and cube lights are burning away. Shut lights off when not in use.

==>  Recycle. People should be more aware of what they throw in the trash. Is it trash??? Is it plastic, Metal, Batteries, Bottles, Cans, Paper??? Can these items go to recycling. Think Green!

==> Avoid future Healthcare Concerns. Think Organic!!!

These are excellent ideas, and very valid points. Most employees think of their employer's budget as a bottomless pit and can be very careless spending money that's not theirs. But you should manage their budget as if it's your own wallet.

Not only do these ideas address cost savings, but they are environmentally sound. I think the last point about Healthcare always deserves more attention then companies pay to it. As the expression goes, "if you don't have your health"….

Perhaps the real takeaway is this: "don’t romanticize the past of your business. Just because something worked 5 or 10 years ago doesn’t mean it will work in the future. You have to constantly change as the world changes, and sitting back on your laurels is a sure fire way to lose in the long run."

There is great merit in exploring the talents demonstrated here, developing them, encouraging them in every employee  and taking them to the next level. And bringing out the best in this often forgotten hourly demographic is where FSO stands apart.

With good leadership, as we prove every day, regular people can accomplish greatness when they work together as a team doing what they do best. 

Indeed - the mark of a true leader is getting others to perform beyond their own expectations. Parents and sports coaches alike can agree to this. 

Measurable results. Value add. I love it. 

Now lets put more ideas into action that I'll look forward to sharing right here.

Inspire a Nation, Fulfill Dreams and Love Life!

Mitchell D. Weiner

Chief Happiness Officer  

Learn more about what DIFFERENTIATES FSO here

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"No matter what happens today, I will make a difference, 
in whatever I do."
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