Shout-Out Wednesday: "I Would Like To Nominate Matthew For A Nobel Prize For Hospitality"

"FSO Rockstars Run Your Office, So You Can Run Your Business: Our Clients Tell All About Them"

Good Morning Folks,

FSO entered into strategic partnerships with clients to (re)IMAGINE non-core functions. From mail, copy, litigation support, digital services, messenger, meeting rooms/conference center, receptionist, records, hospitality and a full fleet of new multi-functional copiers/scanning devices and more, more and more - we are our client's go to team for anything and everything when it comes to (re) Imagining the Guest and Client Experience— so they can concentrate on their core competencies  what they do best (i.e. serving their customers).

In a time of rapid business change and disruption, FSO has been able to make a positive and powerful impact on our client's bottom line. Every day our hospitable teams across the USA helps clients improve service, reduce cost and take better care of the people who help make it possible. 

In one of our newest engagements we displaced the incumbent provider following a decades-long engagement, and on the first day our client is singing the praises of one of our folks suggesting, "I wanted to give some much deserved compliments to Matthew. He is FANTASTIC! His willingness to assist is stellar and his help is very much appreciated. It’s refreshing to see a young man such as Matthew with a strong work ethic and a great deal of maturity. He is an indispensable asset to this company and will soar to great heights throughout his career. I would like to nominate him for Spotlight Tuesday, Kudos, and a Nobel Prize for Hospitality (if such a thing exists). : )"

Now, directly from client management here's more about some of the AWESOME ways our motivated, team oriented, passionate people supported them in the month of June.

Sarah, NY Times*** 3 Kudos In 1 month***

"Sarah is truly an asset to your staff. She is friendly, professional, articulate, and simply a joy to work with."

"I wanted to reach out to you to let you know how impressed we are with Sarah. She is a very diligent, thoughtful employee who always goes out of her way to help and ask me if there is anything else that I need. She is prompt and focused and is a great asset.I thought you should know."

"I am Gretchen, a reporter at The New York Times on the business desk. I just wanted to say how much I appreciate Sarah's professional and cheerful approach to her job delivering packages here at The Times."

Daisy, NY Magazine ** 2 kudos in 1 Month**
"I just wanted to send kudos for Daisy  @ New York Magazine. She went above and beyond assisting with a photo shoot the last couple of days and still was able to make sure her day to day job didn’t fall by the wayside. She is amazing at her job and I can’t thank her enough."

Joann, NY Magazine
"Thank you so much for your help with our shoot today and yesterday!  You guys are the BEST."

Nate, Wisdom Tree
"Just wanted to take a minute and say THANK YOU!   All the packages this year have been perfect (timing, quality, quantity). Makes my life much easier on the road knowing I have you watching my back and taking care of business!!"

Daniel and Anthony, Sarah Lawrence College
" just wanted to thank you for doing those last two jobs at the last minute for me! You are always so patient with me!!! I so appreciate your help!!   I also wanted to write and comment on the two new mail carriers, Danny and Anthony. They are both lovely people,...always so friendly and helpful ...even when we have humongous , odd shaped packages to be maneuvered though our small doors! It's nice to have such cheerful and friendly people working alongside us each day!"

Tory, Young & Republic ***3 Kudos in 1 Month***
"Thanks to Tory for going above and beyond in helping the Dell team get an important package out to the client yesterday at the 11th hour. He also came down to the third floor and helped us package up three shipments for an important shoot for Dell. Kudos!  Thanks again for the mailroom’s continuous help on behalf of Dell."

"I wish to commend Tory for the way he handled an urgent shipment for Technology Group this week. Technician delivered the package after 6:30 pm and Tory went above and beyond his responsibility to get the package to UPS to ensure overnight delivery. He was very professional and extremely courteous in fulfilling the delivery to a senior level executive. He is an asset to your group.  I am appreciative and incredibly thankful he assisted the Technology Group meet our deadline."

"I just wanted to let you know that at the last minute, 6:55pm, I had to mail a box FedEx to St. Louis. I happen to run into Tory on the 10th fl who stayed behind a few minutes to get me a box and pack the items then put in the room downstairs. I thought it was a very nice thing to do."


Tracey, FSO HQ Office Services
"I would like to give kudos to Tracey!I know she is a brand new face to the FSO company! I really think her transition from the front desk to the office services is amazing. I always see her around the office giving a great smile, but I have also noticed that she is a fast learner!She is a great addition to the FSO family and to the Office Services Team! High- five!!!"

Ana, Neuberger Berman
"Ana helps organize the conference room deliveries does a GREAT job. She always makes sure that everything is taken care of and delivered to the right conference room.  I think she’s been very helpful and a great addition."



Isaiah Oliveras, Argo
"I am proud to say that Isaiah is the winner by a land slide for ARGO's Employee Recognition Program at the All Hands Meeting yesterday. He is constantly wowing the client in his role of concierge at the front door by providing excellent white glove service with a smile. FSO has won this award twice within the past year which is a great accomplishment considering that we are the service provider. I would like to nominate Isaiah for FSO's employee of the month."

Below is a description of ARGO's criteria for this award.

• Argo has a Employee Recognition Program to  give credit to or employees who  most live our ‘brand values”  
• Always put our clients’ interest first
• Deal honestly and directly, with no hidden agendas
• Work to build long-term relationships
• Seek the right solution for each client
• Exemplifies the brand values
• Consistently demonstrates a team-oriented attitude

Clients at our most recent openings, already singing the praises of our folks

As I finish this I am at the site mentioned above where we displaced a decades-old incumbent. The site looks amazing. I am personally with our at contact waking the floors and the staff looks impeccable. Bravo. Bravo. So gosh darn proud of everyone. Sales team. Expansion teams. Awesome site tour and great client. The place is immaculate. Wow. FSO career apparel and technology In full swing. Made me day. 

This all happened and is happening in part due to great service over the past few years where our Records team wowed the socks off of the client in a different location helping to give that vote of confidence to enable us to win and take on all outsourced services.

Never lose the passion, the smile and the ability to put yourself in our clients shoes and get to know what they might be thinking that makes you so special! 

All of you are out in the field and have the power to make an incredible impact and a difference in the wealth and success of others.

To all the FSO employees that clients took note to brag about, THANK YOU for working tirelessly to deliver Service Extraordinaire with a smile. Keep up the the EXCELLENT work!

I look forward to hearing more stories from our clients how our team has made a difference.

IT IS YOU that makes FSO who we are. Love Life!

Mitchell D. Weiner

Chief Happiness Officer  

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"If you are not afraid to face the music, you may someday lead the band"

~~Spuk Tiding

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Putting Promise to Practice at a large AMLAW 100 Firm: Kaci, Over To You

"A reduction of the  record's department's real estate footprint from just over 26,00 sqft down to 9,500 sqft, thus providing the firm with cost-savings close to 50k annually, Cross-training of the entire records staff to improve efficiency and coverage needs, the destruction of 2,400 boxes and another 15,00 sent to offsite storage, a floor by floor audit and clean-up of all eight of the firms floors in Newark, and the list goes on and on."

Good Morning Folks,

We start the week with just that – Owning the Client.  From end to end our business and model has never changed. Our clients choose FSO and make the change from their previous service provider or they outsource their in-house services. The relationship with every client always begins with the sales team hunting for opportunities or we get a referral or we get an RFP from all  the great word of mouth and our marketing team efforts.  

Getting that lead and opportunity is the hardest part and then our front end go to work through steps to the sale, relationship building, credibility building and convincing someone that they have to go with us and make a change as their risk of not changing is greater.  

We (re) Imagine with  them and our sales, analyst and marketing teams keep the pressure on. I am there every step of the way making it personal. Hours and hours are put in, tons of company dollars are invested, literally blood, sweat and tears from everyone to win the deal and get a client to buy us and entrust their office services teams and more to FSO.

This client buys what FSO is all about, they buy US they buy (re) Imagine, they buy peace of mind and sleep easy nights and they buy Me and team FSO.

So now this esctastic, elated new client who knows only perfection from the front end – unbelievable professionalism, buttoned up teams, perfect documents, personal communication and commitment from ME – is now in the hands of the FSO Operations Team.

The expectations are set and Ops must deliver and take the Client Experience to the next level.  The Ops team must deliver the Promise to Practice that our clients bought – the (re) Imagine and the Sleepeasy

Today we hear from Kaci, one of our Business Operations Managers who delvers promise to practice at an AMLAW 100 law firm branch where we have just expanded to take on their Boston headquarters and 7 other branches. Kaci's team's efforts to WOW! our client each and every day and the results we achieved for them were key to entrusting us with expanded responsibilities. Kaci, over to you...

"I started with FSO back in March of 2012 after spending the previous 5 years with a competitor who shall remain nameless. I carefully decided to make the move over to FSO after having several discussions with Jim, since I had heard quite a few unflattering "rumors" about the company from my prior employer, which should come as no surprise for those of you who know where I used to work.  I can now say without a doubt that it was one of the wisest career decisions that I have ever made.     

Why is that you ask? Because FSO is a company that asks you to (re)imagine yourself everyday...Not only that, you are asked to (re)imagine the way you operate your specific "book of business", the way you communicate with your clients and staff, the level of service we provide our clients, and even the way present ourselves to the world by our dress & career apparel.  

Actually, let me get a little more specific... 

A little over a year ago my career took an unexpected turn when Jim asked me to drop a majority of my accounts and take on a new role as an EM/ED for new important client that was brought on board, called McCarter & English. Initially I was a little apprehensive, since the move almost seemed like it might take me backward, but after taking some time to see the bigger picture and (re)Imagine the possibilities...I viewed the move as an opportunity to show that I was a team player and that I could deliver for FSO and the client.  

So as I sit here right now typing this message to all of you, I can say that I achieved both of those goals. In the past year or so, myself and the team here at McCarter have been able to accomplish the following; A reduction of the  record's department's real estate footprint from just over 26,00 sqft down to 9,500 sqft, thus providing the firm with cost-savings close to 50k annually, Cross-training of the entire records staff to improve efficiency and coverage needs, the destruction of 2,400 boxes and another 15,00 sent to offsite storage, a floor by floor audit and clean-up of all eight of the firm's floors in Newark, and the list goes on and on.  

All that being said, the client has definitely been "wow'd" by the FSO Experience...and we have been able to receive an annual increase, give raises to our staff, and add our first additional headcount in the firm's newly acquired East Brunswick office with many more to hopefully follow in the upcoming year. So please let my story be an inspiration to always try and (re)imagine any challenge, opportunity, difficulty, etc...that may present itself."

So it is safe to say that Kaci's worth ethic, the resulting hospitality an ultimately the incredible business results and value achieved, was key to McCarter & English' decision to expand FSO presence to 8 locations including it's Boston headquarters.

Kaci thought being assigned one account after managing many was a demotion. But now we can all see why this was a promotion. It's all about (re) Imagining. 

Hospitality is our DNA.

• Operational best practices continue to be our greatest asset. 
• We invest in our people.
• We Fulfill Dreams.
• We put Promise to Practice.

The new ideas flowing, and the programs they spur are an investment in our most precious commodity… OUR PEOPLE!  We are committed to providing our talent force with time-tested, proven and yet consistently (re)IMAGINED tools and focus like: 

• Amazing Training              
• Incredible Mentorship                   
• Creative Approaches                      
• Awesome Workshops                   
• Real-World Application                  
• Dynamic Development                  
• Endless Opportunities

Our job in hospitality is to make the client feel as if they are at home and create memories and experiences that want to make clients "return." It is also our job to make sure that we supply our clients with that “WOW" factor that makes them feel special. As important as it is to take care of our clients, it is equally important to take care of all of our team members. The more enthusiastic and happy our employees are at work the more productive they will be. Without the support of each team member that “WOW” factor will never be given to our clients.

As a client we always have your back. And we will never stop (re)IMAGINING new and better ways to make your workplace work better.

Kaci's story is a case in point. It personifies the essence of the FSO client and employee experience. If you haven't read that yet I encourage you to do so. 

Have a great day and thanks for being a part of our amazing journey.

Love Life!

Mitchell D. Weiner

Chief Happiness Officer  

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"Whatever the mind of man can conceive and believe, it can achieve"

~~Napoleon Hill
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