Inspire ME Friday: "We All Shine As Individuals, But We Are On Fire As A Team!"

"I talk to my team. I listen to my team. I advocate for my team. But most importantly, I respect my team, and that comes back to me AND the client ten-fold."

Good Morning Folks,

To be the best of the best in our industry we need all engines of FSO firing across the nation. From our front end sales team to our hardworking operations team - our success depends on everyone of us supporting each other with care, respect and commitment.

I often refer to the wonderful motivational messages that are being communicated throughout the week internally at FSO by folks from all walks of the company.

Today I'd like to share a recent message from Business Experience Manager Andrew Kleinwaks, leader of the co-winning team that took home the 2014 Site of the Year for PwC and FSO.  Andrew....

"As a co-winner of the 2014 Site of the Year for PwC and FSO, I have been asked to deliver a message this morning describing what it took to get us to that point. The answer is simple. Hard work, dedication, and pride.

The FSO message is, and has always been to put the client first. After all, without the client, I wouldn’t be writing this, and you wouldn’t be reading it. But, for folks with a strong work ethic, putting the client first comes naturally, whether in an outsourced environment or as a direct hire. Providing a high level of service and top tier hospitality comes naturally as well. It’s not faked, it’s not forced, it’s not contrived. There has to be that certain gene within your make-up that drives you to excel; one that gives you the passion. As a certain RD I know & respect once commented, “You can’t fake passion”.

The Florham Park Team has to “make the sale” each and every day. We are selling the Mitch Brand. We’re selling the FSO Brand. But just as importantly, we’re selling our individual brand. What we do here on any given day defines us as individuals. If our individual brand excels, so too do the Mitch & FSO Brands. When I meet with candidates for spots on my team, I let them know what is expected of them, and challenge them to tell me how they would meet those expectations. I want specific examples. 

Once on board, they’re trained how to practice hospitality our way. Some minor tweaks are required, because of our brand. We practice the 10/4 rule daily, we provide exceptional hospitality at every turn, we garner as many Kudo’s as we can (but not as many as we deserve), and maintain a near spotless facility. We display the Skip, the Twinkle and the Fire day in and day out. This is a direct reflection on my team as a group, the members individually, myself as their on-site leadership, and FSO on the whole. We’re selling a package deal.

In just over a year, our team has collected close to 100 Kudo’s from the client. One member of this team received 20 in a two month period. An exceptional achievement to say the least. Sure, these are simply postcards signed by Mitch & Jim, acknowledging an achievement, but more importantly, they validate for the employee that he or she accomplished what they set out to do when they walked in the door: WOW the client. Deliver a client experience unlike any they have had in the past. Be proud of a job well done.

It’s hard work to maintain the site. It’s the dedication that each of my team members have to me, to the client and to FSO. It’s the pride they take in leaving at the end of the day knowing they have performed at their peak. I ask them for nothing less, and often get more.  The drive displayed by my team shows with each floor-walk, and with each submission of monthly KPI’s. We are scoring consistent 5’s across the board. Are we perfect? Of course not, but we try to come as close as we possibly can each and every day.

I talk to my team. I listen to my team. I advocate for my team.  But most importantly, I respect my team, and that comes back to me AND the client ten-fold.

All our efforts in Florham Park culminated on January 7, when 2 members of our team (Nick Gonnella – Associate of the Month – Galactic Group, and myself for Manager of the Year), AND the site were nominated for awards. Simply having nominations in three categories would have been enough for me, but taking home one of the trophies for Site of The Year couldn’t have made me more proud of the team we have assembled here. We all shine as individuals, but we are on fire as a team."

I hope from the field messages such as this you have been reading from 2014 Winners that you have been hearing a common thread. 

FSO's Business operations managers (BOM's) or Experience Managers take ownership of their sites, their employees and their client. They proudly represent FSO in so many of the right ways which includes:

1.Building a great team at their site. 
A smart BOM may have recruited for their own team members or spotted great talent and made sure they joined their site. 

You can only achieve this if you embed yourself into the industry and FSO. Get to know who's who and use the resources available to you when needed. You should be proud of every single member of your team and only settle for the best of the best. 

2. Knowledge - a great BOM runs their site with a business mentality. 
Always looking for ways to apply best practices, increase productivity, add value, do more with less and always look for ways to EXPAND onsite services. That is what is expected of you as a leader. Knowledge and leadership ensures that your team is focused on the right SLAs and KPIs and delivering with perfection. 

3. Owning the client and loving the employees. 
A BOM's relationship with their client contact is professional, respectful and rock solid. You take care of their operations and they will take care of FSO. Mistakes will happen however if you have done right by our client they will do right by you. This means operating with integrity, honesty, care and trust. 

A true BOM is always recognizing great work and those who go above and beyond at their site. They are training their staff and not holding great talent back - but nurturing and looking for ways to promote their employees.  As FSO grows, we are always looking to promote people. 

I hope you look forward to reading more success stories like this one as I do. I can only ask that our leaders in the field all take a big step up together and work towards building a company that is truly the best of the best. 

Good Morning FSO-USA, and Happy Friday!

Have a Happy, Healthy, Safe and Refreshing Weekend,

Love Life!

Mitchell D. Weiner

Chief Happiness Officer