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| Photo: Norkin via Facebook |
"Incumbent leaders in one era rarely are the leaders in the next era. Innovation occurs at the edge of an industry. Consequently, incumbents usually aren’t the first to focus on disruptive changes. They tend to focus on their existing competitors and incumbents are at risk of becoming victims of their own success." ~~John Sculley
Good Morning Folks,
The scariest day of the year isn't today— Halloween.
It's whatever day you're afraid to embrace change... to try new things.
Business is moving at Internet speed. According to former Apple CEO John Scully in his new book "Moonshot!: Game-Changing Strategies to Build Billion-Dollar Businesses" — "A new breed of entrepreneurs has emerged who are putting customers first. We’re seeing it in all industries from transportation (Uber) to accommodations (Airbnb) to web content (Pinterest). Entrepreneurs at these companies are raising the bar in customer-experience businesses with the incredibly ambitious goal of being 10x better than any service previously available. This new breed of entrepreneurs, the “adaptive innovators”, are building the next generation of billion-dollar businesses."
Scully argues, "Here’s why “adapt” is such a power word. Incumbent leaders in one era rarely are the leaders in the next era. Innovation occurs at the edge of an industry. Consequently, incumbents usually aren’t the first to focus on disruptive changes. They tend to focus on their existing competitors and incumbents are at risk of becoming victims of their own success. They become complacent because on the metrics they measure success they appear to be doing well. That is, until everything quickly changes."
Everything is changing and those who refuse to change will be left behind.
That's why my selection for this week's inspiring internal communique to share was penned by Capco Experience Manager, Jenna Solis. We get more kudos from Capco per employee than any other client so hats off to Jenna and over to you:
Isn't it great to wake up to a day that you've never seen or experienced before? Really think about.... Each day we are blessed to breathe air into our lungs; have full activity of our brain and limbs.
Yet I dare to ask....are we truly working at our full potential.
Be encouraged FSO family. It's time to do a "New Thing".
How many of us can remember a time where you've felt over worked and under appreciated? I'd like to share my story to show you just how GREAT of an opportunity Mitch has put before us. I was employed by a company that monitored your workload but never appreciated your work; they cut me a check every two weeks but never really knew my worth.
The problem was I had an Above & Beyond attitude, and a desire to excel that wasn't being nurtured. So what was one to do? Bask in the mundane? Or search for a "New Thing"? Thankfully, a great friend thought it not robbery to share her current career path. She informed me that she supported an outstanding group of individuals who were dedicated and pumped about a vision that had been laid out by their phenomenal President & CEO Mitch Weiner.
Well naturally, I needed to know where and when I could sign up. :) Upon coming into FSO it immediately clicked that this was truly going to be one of the best decisions I've ever made.
I remember being apart of my first FSO event. It was an Award Recognition Night. Man oh man! I could feel the positive energy in my bones. I wanted to run around the room after being inspired by many of you.
I remember asking myself "Jenna, where do you fit within this company?
How many of you have asked or ask yourselves that very question?
FSO I'm just as FIRED UP as day one because I'm holding myself accountable for my success and those around me. The CAPCO team and I (Woop Woop) are dedicated to being instrumental in the success of the FSO brand. Let me tell you they're no big I's and little U's in a team. So it's important that everyone's voice is heard. Thankfully, Mitch and our leadership team have continued to develop and implement platforms for us to share our thoughts and feedback.
Are we utilizing these tools?
So here's a proposed challenge to you All! ELT's, Directors, Managers & Associates . Lead the Change. Identify where you fit in within the FSO vision. We all have something dynamic to bring to the FSO experience. For some, it may be ideas on taking Hospitality & White glove service to the next level; for others it may be a new approach on an already defined idea. Whatever it is, make it your "New Thing"!!!!
If we want Mitch's vision to shine brighter than what we could have ever imagined, we've got to dig deeper! Do we see 2020 clearly or are we squinting Let's get to work !!!!!! Managers, if you're not at your sites having team huddles, promoting FLP and nurturing your teams success...it's time to do a "New Thing". FSO Nation if we aren't making what we do each day apart of our daily conversations it's time to do a "New Thing". If we are allowing the competition to even make an appointment with a potential client, it's time to do a... NEW THING!!!!!Our competitors customers live halloween horror stories every day because, unlike FSO, they are always scared to try new things. And that's why every one of the hundreds of big brand customers we've acquired in the past four years USED to be theirs.
I know we have a tremendous amount of talent at FSO and when we get together to figure out a problem we come up with some amazing innovative ideas that drives us forward in success.
I ask my teams: The next time you’re working with your teams and you ask “what did you do today to ensure the client Feels the Experience?”
If you get blank faces staring back at you, we will need to show them what small things they can do each time to enhance the service experience. How do you enhance repro jobs, mail, conference bookings/ setups, facility request or assisting with Hoteling every time? Talk to the client and ask questions. Often they will let you know what can be done to help them.
Focus on the items not being requested. Are you shipping this job out today? If you have enough information you can provide a box, labels, pouch and tape when you deliver the job. Have project delivered to their hotel? Or suggests you ship it to the destination. Call and follow up on the project or job. It takes less than 30 seconds to call or swing by and just ask is everything done to their satisfaction and is there anything else we can do for you? Leave a VM. Most often they will say no, they don’t need anything else, but the small jester of asking gets you a lot of client love.
Then reflect on the FSO career path:
Cheryl | A former mail clerk at groupm - now the Portfolio Manager to Durst
Glenda | A former internal messenger for VNO - now the Division Administrator
David | A former Lead at Sage - now the Portfolio Manager for Brookfield +
Mario | A former Supervisor at Conde - now the Portfolio Manager for VNO +
What an amazing place FSO is. An organization build on helping others.
We help them - let me help you.
You have all reached a certain level of success and growth... why stop there?
You each have strength and skills that have merited your current roles within the division, within FSO. Let's reach HIGHER!
Let's self motivate. Let's increase ourselves. Let's GROW!
Because when we grow, our clients grow too.
I hope everyone has a Fantastic weekend!
Mitchell D. Weiner
Chief Happiness Officer
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"For myself I am an optimist -
it does not seem to be much use to be anything else."
- Winston S. Churchill
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