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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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  

Inspire ME Friday: Where Are You Running To?

"There’s a wonderful Future Leaders Program on this course that I’ve had to pleasure to be a part of. In just my first 8 months here I was given many challenges and ultimately awarded my first promotion."

Good Morning Folks, 

Before I reveal my pick from this week's inspiring, internal communiques, I wanted to share some thoughts.

As you know, FSO’s Future Leaders (FLP) are among our greatest assets. The primary intention of our FLP is to know who our top performing employees are so that we can cultivate a deep bench of great talent to keep pace with our galactic growth. 

Nothing is more important than having great people who care about the service and experiences they provide to our customers. Our Future Leaders have the desire to grow and be a part of something amazing, something BIGGER. We have 260 employees in the FLP and I expect see at least 45 more promotions before the end of the year.

All of which leads me to my pick for today's inspiring share from our internal employee communications this week. It's authored by Peter, an Experience Associate Director based out of one of FSO's Boston client sites. Peter is a shining example of the success of our Future Leaders Program. Here's Peter:

"I joined FSO 11 months ago as an Experience Manager after working for our client directly for 8 years. I am truly honored to deliver this message, my first, to you today.

One thing that I enjoy very much is getting up each morning before the sun comes out and hitting the streets for a morning run. I use that time to organize my thoughts and compile the tasks that I’d like to complete over the course of the day. I decide how I’m going to use the next 24 hours to grow personally and professionally and then feed off of that energy to get out there and make every minute count.

I think of my career at FSO as the ultimate marathon. The start gun went off nearly 4 years ago with a small group of elite runners. Along the course hundreds of other hard working colleagues recruited by our amazing People Solutions team joined into this exciting race. There’s a wonderful Future Leaders Program on this course that I’ve had to pleasure to be a part of. Our leaders are committed to our development and growth and in just my first 8 months here I was given many challenges and ultimately awarded my first promotion. We have our Sales and Marketing teams that climb up the hills making calls, getting proposals together, doing site visits and securing new business to get to the top. At the top of those hills there are rows of clients ringing cowbells cheering us on realizing that we were the best decision.

Who is that elite runner at the front of the pack that shows no signs of slowing?  Mitch Weiner!!! He broke through the finish line that our competitors wish they could make it to, created a new course and refuses to slow down. And why would he? There is no better brand in the entire business and he will continue to conquer.

For the rest of you I ask… As you begin your marathon today, what are you going to do to make it a personal, passionate and productive journey? LET YOUR LEADERS KNOW!!! Mitch, Jim and the rest of the ELT are personally committed to helping each and every one of us succeed.

So folks, there’s a lot of time between now and the end of the day. I personally challenge you to use it well. 3...2...1…GO! FSO  USA"

These future leaders, like Peter, from mail room clerks to front of house to our Sr. Management team are driven by one simple goal: make today better than it was yesterday. 

Everyday we open our eyes to see what's else we can do to serve, to make our presence known, to solve problems, to help the client. Everyday we smile, say good morning, and make someone feel good about themselves. Our people never stop looking for ways to make our clients life better. 

Your energy, enthusiasm and professionalism are always greatly appreciated. 

Have a wonderful fun weekend!

Love Life!

Mitchell D. Weiner

Chief Happiness Officer  

Read more inspiring messages from our employees HERE

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"You are never a loser until you quit trying”- Mike Ditka                                                                                                                                  

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A Better Way To Fly

FSO is growing at an extremely fast pace. Outsiders want to know the keys to that success -- the driving force behind the ambition. We know it's our people that make the difference. 

Good Morning Folks,

FSO is driven by passionate people and the value they create. They are passionate about their work. Their passion and enthusiasm are the fuel that ignites our success,

With that in mind, the best way to get to know the size, scope and spirit of FSO is to hear what our employees have to say, and every Friday right here, I share my favorite of the employee internal communications motivational messages from the week.

This week however, the messages were so good, I have two to share, so be inspired on a Thursday by this analogy from @AlexVizcarra 
(FSO Experience Manager
, PWC, Chicago).

There was a time when the lone eagle on the mountain was a popular symbol for leadership. But in a fast-moving organization such as FSO, we should have – MUST HAVE – leaders at EVERY position. If you want a better metaphor than the eagle, consider the wild and wily Great Northern Geese.  

EVERYONE is ALIGNED: A flock of Great Northern Geese will fly thousands of miles in a perfect V formation – and therein lies the secret: As each bird moves its great wings, it creates an uplift for the bird following.  Formation flying is 70 percent more efficient than flying alone. If every associate at every site is aligned and FOCUSED  on delivering the hospitality experience, we will create an uplift for each other to continue delivering white glove service as a unit.  

EVERYONE LEADS: At a distance, the flock appears to be guided by a single leader. The lead bird does in fact guide the formation, winging smoothly and confidently through the oncoming elements.  If the lead bird tires, however, it rotates back into formation and another bird moves quickly to the point position. Leadership is willingly shared, and each bird knows exactly where the entire group is headed. At FSO, every associate knows where we are headed and can see 2020 clearly. Each one of our teammates should be able to wing smoothly and confidently through any and all challenges they may face on a daily basis.   

EVERYONE INSPIRES: Each flock finds its own unique rhythm and spirit. The pulsating sound of the huge wings beating together excites and energizes the entire formation. The geese enthusiastically honk from behind to encourage those up front to keep up with their speed.  Likewise, inspire and encourage your teams, “honk” by recognizing and rewarding an employee with a pat on the back, a kudo, a special mention during the daily huddle, it will go a long way to making everyone feel appreciated as well as promote camaraderie and teamwork.  

EVERYONE CARES: In good time or bad, Great Northern Geese stand by each other.  When a member of the flock gets sick, wounded or shot down, two geese drop out of formation and follow it down to help and protect it. They stay with it until it is able to fly again. Then they soar off together to catch up with their flock. Know that you have easy access to an entire NATION of counterparts that can support you and guide you at any time…  all you have to do is reach out and they will help and support you to soar along with the rest, the best, FSO. If WE have as much sense as geese, we TOO will share the leadership and stand by each other in difficult times as well as when we are strong.

Alex wrote another piece on Leadership titled "Everybody Leads" that was so good I published it on Pulse, LinkedIn's publishing platform. According to a hot-off-the press piece from ReadWrite "LinkedIn's publishing platform began as an idea roughly three years ago. Initially, Roslansky, the content-products chief, wanted to make every LinkedIn member a publisher with the flip of a switch. But Weiner advised him to hold off and start with famous businesspeople first. 

Weiner hired Dan Roth, a former editor at Fortune and Wired, as LinkedIn's executive editor. (Roth, who's based in New York and has an editorial team there, has a few editors reporting to him in the new San Francisco office. Full disclosure: Roth and I worked together at Time Inc.) Roth went about recruiting LinkedIn's first publishers—the Influencers—and hired a team of editors to pick headlines for LinkedIn's homepage.

From those 150 Influencers, LinkedIn gradually expanded its publishing tool, from 25,000 members in February to 15 million in July. Now, in the U.S., all 100 million members now have the ability to publish longer pieces to the site, and LinkedIn will expand that to other English-speaking countries by the end of this year. 

In total, those using the tool are producing 7,000 pieces on an average weekday, a LinkedIn spokesperson told ReadWrite. By comparison, The 1,330-person newsroom of the New York Times publishes 700 articles a day.

Behold the power of the Internet. Now we can take you inside the hearts, minds and souls of our employees, and that' the best way to judge the character of our company.

Make a difference - catch someone doing something good… make it count.. make it great and always SMILE!

Enjoy your weekend and Love Life!

Mitchell D. Weiner

Chief Happiness Officer  

Read more inspiring messages from our employees HERE

Shout Out Wednesday: National Operations Summit Sets Expectations, Objectives and Future Plans

"I can confidently say that after spending two solid and productive days specific to Operational perfection and greatness that the National Operations Team will work in sync, collaborate and drive remarkable results."

Good Morning Folks,

Recently our Regional Directors and Experience Directors came together for a two-day National Operations Summit. One of the main goals of our Summit was to facilitate a closer bond across our team and remind everyone that we are ONE team with talented people who are great at what they do. We also have some pretty clear expectations, objectives, deliverables and plans for Ops to execute and get results.

Everyone’s presentations brought an insight in to how we operate today and others showed exactly where we need to be going. Hospitality is our future and getting out of our box (thinking differently and creatively) will be key critical to our success.

I can confidently say that after spending two solid and productive days specific to Operational perfection and greatness that the National Operations Team will work in sync, collaborate and drive remarkable results. The goal is to continue to be a 12 out of 10 and keep our clients and our PEOPLE happy by exceeding the expectations across every Operations deliverable.

As one of our managers put it, "Some people wonder what did I do different to be successful and so many times recognized. Yes, it’s thinking “outside of the box” and bringing new ideas to the table, but it’s not only that. It’s the passion and drive that continues and gives me a new inspiration every day. The reason why I can’t stop, and I never will, is because I see this company as my home. This is my family and I TRULLY care. Doing things that I would do in my own company. Save money. Make your employees happy. Make your clients even happier. It’s all about leading by an example and treating others the way you want to be treated."

Now is the time to raise the bar and drive our vision and legacy across all of our accounts and across all of the US. Today is about getting results and executing across the board. We have a great company and great people. Keep the referrals coming and never stop thinking ahead about our growth. After all, Growth = Opportunity.

Remain motivated and inspired. I hope you are all fired up because I know I am.

Be great and (re)IMAGINE!

Love Life!

Mitchell D. Weiner

Chief Happiness Officer  

ABOUT FSO:

• The fastest growing and most successful national onsite outsourcing in the U.S. focused on 1) improving services, 2) reducing costs, and 3) giving employees  an opportunity to grow.
• We outsource functions like: Mail, Copy, Reception, Switchboard, Office Services, Records, Messenger, IT, Concierge, Front & Back Office and much more.
• 1600+ employees, operating in 60+ cities, 225+ operational sites, 98% employee retention & 100% client retention.
• We (re)imagine the ways businesses are run.

ABOUT FSO CEO & FOUNDER – MITCH WEINER:

• Pioneer of the onsite outsourcing business model.
• 20+ years of industry experience.
•  Previous owner of Archer, which he sold to Canon.

VIDEO:
Brief "corporate portrait" video shows who we are and what we can do for you HERE

Shout Out Wenesday: Gerard Daniel Lyons— Measurable results. Value add. I love it!

"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."

Good Morning Folks,

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, Gerard Daniel Lyons, who put this promise to practice. Gerard 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!)  Gerard' 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 Gerard 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!!!

Gerard, you have some 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 manage their budget as if it's your own wallet.

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

Thank you for sharing your ideas and smarts and thanks to your manager, Andrew, for being a business leader and not just a cheerleader and ensuring your team is empowered to make a difference.

Perhaps the real message was 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 people like Gerard have, developing them, encouraging them, 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. Gerard Daniel Lyons, we salute you.

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

Looking After The People Who Look After You

"If you look after your staff, they'll look after your customers. It's that simple." ~~Richard Branson

Good Morning Folks,

Spring is in the air this beautiful Monday morning, and also in my step.

As Richard Branson says, "If you look after your staff, they'll look after your customers. It's that simple."

We train people well enough so they can leave, and treat them well enough so they don't want to. To me being a great boss means hiring talented people, loving them every day and letting them know 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?"

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

To our FSO rockstars I remind you to put our promise to practice. You hold the power to make an incredible impact and a difference in the wealth and success of others.

Treat our clients like gold. Be a good listener be a good friend, be generous, don't be critical, don't try to find fault, at the end of the day— smile.

Treat your teammates like family and never ever give up and I promise you will thrive.

As we head into a new week remember that everything we want to achieve is in our grasp! Everything we dream about can happen. We just have to have the conviction to go get it. We have to have the heart to make it happen and the desire to put forth the effort.

Your energy, enthusiasm and professionalism are always greatly appreciated and looking forward to a great week!

Inspire a Nation, Fulfill Dreams and Love Life!

Mitchell D. Weiner

Chief Happiness Officer  

Learn more about what DIFFERENTIATES FSO here

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

"I wanted to extend a huge thanks to you and Kevin for the work you did for me tonight. The ability for you two to turn around my presentation materials was absolutely clutch. Your help is so significant to me and us as a firm."

Good Morning Folks,

FSO entered into strategic partnerships with clients to (re)IMAGINE non-core functions including Reception, Guest Services, Hoteling, Copy/Reprographics and Records, so enabling our clients to concentrate on their core competency of creating value for 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 part one of yesterday's  "Shout Out" post, I celebrated our award-winning rockstars. Today we hear directly from client management about some of the AWESOME ways our motivated, team oriented, passionate people supported them in the month of February.

==> Aaron Hazard, PwC Atlanta
Aaron, I just wanted to thank you for everything you did today to make the Boy Scouts Leadership meeting a success. There were 60 visitors and upon arrival they made some unexpected requests such as visitor internet access, validated parking, different room set, etc. As usual, you handled all these requests with grace and professionalism.They were very impressed with our office and everything ran smoothly. Thank you again, you are terrific!

==> Anthony Gelonesi, PwC Boston 
Anthony Gelonesi substantially exceeded expectations… he approached all his tasks in a professional manner leveraging the knowledge that he gained from research and other past projects. He was quick to learn and is willing to do whatever was needed to deliver an outstanding work product. He worked diligently to compile all the documents and supplies needed for the workshop. Our team executed the workshop flawlessly and a lot of the credit can go to Anthony and his efforts. Anthony is dependable, professional and has the ability to lead production of client facing documents to deliver a solid engagement product. I look forward to working with Anthony again on our next project!

==> Ariel Shirley, PwC Washington DC (1301 K St)
"You have no idea how much I appreciate the assistance. You are great. You've inspired me to want to get this done today."  

"Everything was perfect. They loved the food, the room was clean and ready for us and I especially liked how you stayed to make sure everything was in order. Thank you for your professionalism!"

"I am just writing to let you know that the Ariel who is responsible for the pantry and kitchen here has been doing a really good job. She is polite. She cleans up the counter top, reorganizes chairs and table, keeps everything in great condition. I really appreciate her work."

"I just wanted to let you know that you gave us exceptional service last Friday even with the last minute notice about lunch for our practice. You were courteous, professional and extremely helpful in our set up and cleanup process. Also you remained patient in the confusion and assisted our guests with various amenities needed throughout the lunch. I can't thank you enough for all of your help. You have an amazing personality and it is your willingness to always be helpful that is very much appreciated by not only me but the FSR practice as a whole. Thanks again for everything you do daily and we are happy to have you as the caretaker of the 10th floor." 

==> Camille Gosnell, PwC Atlanta
I wanted to write a short note on Camille Gosnell. She did a great job helping set up the HR Roundtable today with clients, held in the office. The catering was exactly as ordered, based on her recommendations, and on time. She also accommodated last minute requests for extra tables, etc. I really appreciate Camille's hard work and in particular her professional demeanor and great attitude. She was a large part of the success of today's event. 

==> Carol Richardson-Lovett and Susan Harvey, PwC Philadelphia
"I just wanted to reach out to you to tell you what a fantastic job your front-desk staff on the 17th floor (Susan  and Carol) have  accomplished. Your front desk team was very helpful and efficient. Happy to say..."everything  went smoothly”.  Thank you for managing such a great team!"

"Carol, In the Philadelphia office has been a big help, she went ahead and make the copies as requested. The copies will be at the front desk with your name on it. Thank you Carol, I need one of you  in every office."

Thank you for all you do. You always make me feel as if nothing else matters, until I get what I want...Thank you!

==> Chad Marshall, 300 Madison
"I would like to tell you how much I appreciate Chad Marshall's sympathy every morning and lunch breaks. Chad's smile and informal discussion every time I arrive at the office are sincerely a motivation to go to the office. He is often the first person with whom I discuss the morning and I m pretty sure the welcome he gives to every PwC employee has a positive impact on most of them!"

"I work at 300 Madison, and I just wanted to let you know that Chad is doing a fine job as greeter in the mornings. Just wanted to let you know that your people's work is appreciated!"

"I've been working at PwC for almost 6 years now. Recently due to changes in the firm, FSO has taken over providing Office Service support. One of the changes, as you are aware, is now we have a greeter at the top of the escalators. Well, early on I took a moment to meet Chad, our morning greeter. He was so welcoming, that big smile and friendly hello, it made me just want to introduce myself. Now every day, I get that same warm hello, regardless of how cold it is outside and it just helps me start my day off right.  Chad has called me by name since our introduction and we often have a moment of chatting before I head up to work. It is a very pleasant experience. I wanted to let you know that Chad is making a difference in my world, starting my day off with a smile. And while others may not say so, I'm sure he is making a difference in their world as well."

==> Charles Cummings, PwC Atlanta**6 KUDOS IN 1 MONTH**
"I'd like to take this opportunity to send a quick note regarding Charles Cumming. In the time I have worked here I have found Charles to always be optimistic and eager to help. In particular we had an issue this past November with a print job for one of our symposiums. Charles not only stepped up to the plate, but he ensured the job was done by the morning of the event having stayed very late into the night to complete it. With the transition of the staff to the new services, it's been very comforting to know Charles is still here and willing to help at a moment's notice." 

"As many years as I've worked with you, you continue to amaze me with your work ethic and professionalism. I can't count the number of time I've needed special help with something, and you never fail to come through. It's not just doing your job, which you always do, but going beyond what is required and expected--and my expectations after all these years are high. You personify the PwC Experience, consistently delivering more than is expected. It's a pleasure to work with you."

"Charles' work ethic proves that he doesn't come to work just to get a paycheck and go home but he comes to do his job and tries daily to go above and beyond.   He helps people and appears to enjoy helping everyone. I have never once heard him say "that's not my job"; instead he says - sure, I'll be glad to help. If the request is out of his realm, he offers to get someone that can help then he contacts the appropriate person and follows-up.   The most amazing thing about Charles - he is always smiling and laughing. That is a great sound to hear."

"Charles Cummings continues to be the ultimate “go to” person for all my complex reprographic requests. Charles listens to my requests, makes useful suggestions, understands the expectations and importance of the final deliverable and always delivers on time and with a smile."

"Thank you so much for bringing my completed print job to my desk. I came in late this morning (dr appt) and the box was sitting there on my desk. It was not only above and beyond, it was a huge relief and a big time saver!"

"As Charles is now a member of FSO, I have noticed that he still continues to have the same good work ethics as he has always shown to PwC. Charles has been mentoring the new FSO team members on how to use the reprographics equipment and handle the numerous requests that are come in throughout the day. He is very thorough in explaining the PwC policy to the new FSO employees and assists very well in getting them acclimated to the PwC culture. I will say that Charles has been very patient in helping the new FSO employees as they strive to provide the same superb service as he delivers on a daily basis.  It is very obvious that the new employees look to Charles as their role model and have the greatest respect for him."

==> Charles Turay, Larry Beal & Penny Vaughn, PwC Washington DC (1730 Pennsylvania Ave)
Thank you all for assisting with coordinating the VAN Operation Jumpstart clothing collection. We were happy to see that we did get some collections thanks to your efforts, and I know you all worked hard to try and communicate the collection throughout the office. We dropped off the donations last night at the event and wanted to say thank you for contributing to PwC's commitment to supporting Veterans. 

==> Christy Robledo Rictor Harris, & Tamon House, PwC Houston
I just wanted to specifically thank both of you (and please pass my thanks to your team) for making sure that this last minute request was completed. I very much appreciate your help and hope that you have a great evening. 

==> Elizabeth Certuche, PwC Spartanburg
I wanted to let you know that Elizabeth is doing a wonderful job here in the Spartanburg office. It is clear that you were very meticulous with your training. Not only did you do an excellent job training Elizabeth but, also with the work you did during your stay at our office prior to hiring the new FSO staff person.

==> Francis Flete, PwC Jersey City
You rock Francis, Thanks so much, as always you are so helpful & professional!

==> Frank Moore & Robert Hensh, PwC Philadelphia
Thank you and Rob so much today for helping L&D find the materials for Thursday's course!  I really appreciate you stopping everything and figuring out Exec Com had shipped it to me.

==> Gerard Lyons, PwC Florham Park 
You are always so helpful and happy to do whatever is asked of you. Even though you were one of the only one's in the office yesterday, you took the time to help me. I appreciate your willingness to jump in whenever is needed and with a positive attitude. 

==> Israel Hernandez Del Hierro, PwC Denver
Israel does such a great job with whatever any job that comes his way in repro.  He is extremely responsive, thorough, kind and has the best attitude! I really appreciate his communication style, attention to detail and his project management skills.I trust that Israel will complete whatever project I send him with ease and he will ask questions along the way if necessary. He reviews each request and responds within a timely manner, communicating any potential delays due to workload, etc. A big THANK YOU to Israel, we appreciate all your hard work! 

==> Janette Davies, PwC Charlotte
I just wanted to send you a quick note to say thank you for assisting me with the file request. I know it was late in the day, but you were willing to stay and make sure that my request had come through, the file was in fact in Charlotte, and send it out by overnight mail.  

==> Jeremy Ifill, PwC Hartford
I really appreciate your help - your positive attitude is so appreciated!

Thanks so much for moving my files drawers from the 23rd floor to a new set of drawers on the 24th floor, as well as my mail folder. That was fast!  I checked them out this morning and you did a great job of organizing them the way I had them set up on 23. I really appreciate the great service and support that you provide. 

==> John O'Gara, PwC Chicago
You are a superstar! 

==> Kapeka Eason, PwC
Just want you to know that Kapeka when out of her way to help with a mix up on a conference room today. She was a great help.

==> Kevin Norris & Terence Smith, PwC Philadelphia
Wanted to extend a huge thanks to you and Kevin for the work you did for me tonight.  The ability for you two to turn around my presentation materials was absolutely clutch. Your help is so significant to me and us as a firm. Really, really appreciate it. Thank you both.

==> Lance Fawbush, PwC Atlanta 
He is always willing to help, and go the extra mile to ensure that things are taken care of and the PwC standards are met. He has great pride in his job and it shows day in and day out without wavering. I know that when Lance contacts me regarding a request, I know without doubt, it will be taken care of. He does excellent work and he is always on top of things. I appreciate everything Lance has done today, yesterday and moving forward.

==> Larry Beal, PwC Washington DC (1730 Pennsylvania Ave) 
"I wanted to send a quick thank you on your team's performance this afternoon. While on the walk here from the client site, my manager realized he had not booked a meeting room through you and your team. With our meeting in less than 15 minutes, we began to panic as the rooms seemed filled and there were no spill over spaces. Without breaking a sweat, you and your team not only found us a room, but went above and beyond and found us a better room, to accommodate our meeting with a potential teaming partner.Thank you so much for the support. Not just today, but as always. Much appreciated!"

"I wanted to take a brief moment to comment on Mr. Beal's exceptional work performance. He has displayed an exemplary work ethic and is always willing to lend a helping hand within the times I have worked with him. His willingness to ensure the conference rooms are organized for the PwC Security Briefings is appreciated so the security staff can focus on the task at hand. Mr Beal is a pleasure to work with." 

==> Larry Beal & Taria Singleton, PwC Washington DC (1730 Penn Ave)
"Thanks again for your help this morning before, during, and after Charter Board Partners' event. We are so appreciative of the space you shared and for your responsiveness. It was a quick and successful morning, but we couldn't have pulled it together without your support (and PwC's partnership).  

You went above and beyond to assist with audio/visual, room bookings, food ordering and organizing, guest security/access, and materials delivery. You always help with a smile that makes working with you a joy. It is always a pleasure holding meetings/trainings at 1730 Penn Ave because of your smooth facilities management. 

Without your support the meeting and event would not have been possible.You both are the best!

I appreciate your quick response and pro-active attitude in coordinating the meeting room reservations and actual setup of the conference rooms, coordination of personnel access, and storage of supplies and HeroBoxes. These were all key factors in ensuring the events were a success."  

"I want to personally thank you both for your tremendously professional and supportive assistance as I've navigated my required access to multiple PwC office locations."  

"As always you anticipated our needs before we did and helped make the conference a success. Your positive attitude and tireless work ethic are what make 1730 a great place to work!"

"Larry Beal and Taria Singleton were key members in making the Howard University Site Visit go as smoothly as possible. Both were available in the days leading up to the event to coordinate details and logistics of the set up needed for the day and assist with catering questions. On the day of the event, both Larry and Taria went above and beyond to ensure all setup of the training room was correct, catering was set up, and students and staff knew where to go. They were also available for a few last minute requests and assisted in finding a few last minute supplies. Larry offered to give the tour of the office to the students, giving them a great experience. Larry and Taria had great attitudes and I enjoyed working with both of them! The site visit would not have gone as great as it did without them!"

"Please allow me to express my appreciation and gratitude for all that you do for me and my team when we have work to conduct at the 1730 Penn office. Your consistently exceptional customer service is exemplary. The way you greet us with a smile, recognize our names, help us find space to work individually and as a team, and the professional manner with which you greet our visitors. The way your keep all the working spaces, offices and conference rooms organized and clean. The manner with which you jump in to fix any technical glitches in no time. I can go on and on. Your high level of customer service and attention to detail shows your respect to us as individuals as well as your respect to our time and productivity. For all of this ThankYou."

==> Matt Simon, PwC Records Manager
I just wanted to let you know how much I have appreciated working with Matt Simon in the first 90 days of the transition.  Matt has impressed me with his ability to dive in and learn the Records procedures and details of RMS system. When issues arise he consults me appropriately and together we resolve them. I look forward to further work with Matt. Thanks for hiring an experienced Records Manager who hit the ground running and brings a lot to the table. 

==> PwC Miami
I wanted to take a moment to thank you for the hospitality of the Miami office team throughout the planning and delivery of the Global Consulting leadership team meeting that took place yesterday. Alicia, Abel, Monica, Brittany, and Philbrick all provided great support around making the necessary arrangements for a large group of strangers to operate a successful meeting in an unfamiliar venue. The help and friendliness were much appreciated. Many thanks to you and your team.

==> Patricia Pritchard and Raul Torres, PwC Rochester
Patricia and Raul have been fantastic handling all the logistics for this large session.  I don't have worry about anything now - they do things exactly the way the need to be done. Most important, this allows me to focus on my responsibilities of facilitating these large meetings.   

Patricia has been proactive about reaching out to me week before the session making sure I did not forget about the timing for food ordering, room set-up, etc.  I have personally received a lot of compliments on how 'smooth' these sessions are.  As much as I would like to believe I am a good facilitator (ha!), I would not be able to deliver a high-quality product to my client without Patricia and Raul helping me.   

==> Patricia Pritchard, PwC Rochester
I just wanted to pass my warmest thanks for all of Patricia’s hard work and outstanding contributions that she has done in the last three months. I know how much time and energy that her role demands and I deeply appreciate all of her efforts to adjust to change, turn things around and make it a great success. As always, it’s great to know that we can count on her to go the extra mile. Patricia, Thank you again for all you do for our group and for PwC 

==> Paula Dishmon, PwC Chicago
Paula was and continues to be a key component to getting this office set-up properly from installing a new coffee service to helping me manage the day to day requests for supplies.  She is always available when I reach out to her and she promptly responds to all my requests. Her dedication to her job as enabled me to perform my job without hindrance. It is a great pleasure working with Paula and I'm very appreciative of her efforts and hard work!

==> Regina Todd, PwC Nashville
Thanks for all your help!  

==> PwC Salt Lake City
I am very pleased by what I perceive to be an improved state in the SLC office. Surely cleaner. Definitely more organized...the mailroom, repro area, file area, kitchen and general public areas. Things that used to bug me, seem to be much better. There used to be "stuff" sitting in open cubes ....no more. 

==> Roberto Carrillo, PwC Seattle
Just wanted to thank you for going through the presentation after printing it and prior to bringing it upstairs and noticing the page errors. This always makes a difference and of course ensures we deliver an error free document to the client. 

I wanted to recognize Roberto for helping me meet some very tight deadlines today. He completely dropped everything and made the request a priority which was a great experience for both myself and the requestor (and the client as well)!

==> Ron Roberts & Ty Harris, PwC Philadelphia
I just wanted to let you know what a great job Ty Harris and Ron have been doing cleaning out cubicles and file drawers. I know Ty is new to your organization but I'm really happy to see that you, once again, have picked a really nice person for our Firm. He is as personable and helpful as the rest of you! 

==> Sonia Hernandez, PwC LA
Pursuant to our conversation last Friday afternoon I wanted to say thank you for all that you have done for our mail room and our reprographics departments. The gentlemen look superb in their fresh white shirts and ties. They are a compliment to you and their appearance demonstrates and enhances their professionalism. 

==> Terence Smith, PwC Raleigh
It is clear that Terence has set up all the office functions in the Raleigh office to run efficiently. Everything is well signposted and organized. Terence is quick to offer his assistance and is clearly very dedicated to helping everyone in the Raleigh office. Terence is an outstanding ambassador for the Raleigh office.

If Terence had not responded so quickly to this situation, we would have missed our deadline. I really appreciate Terence's willingness to pitch in and help out at crucial times like this one.  

I really appreciate your pitching in and helping me to get the financial statements copied, bound and shipped. Even though it was snowing outside creating hazardous driving conditions, you stayed until the job was complete. It is great to know that you are always willing to pitch in and assist when needed/requested. 

==> Teresita Arenas, PwC Orlando
Thank you again for your hospitality towards me and my client last week. It was a true example of collaboration and teamwork as you helped get me from Philly and my client from Dallas all situated in Orlando. 

Your willingness to go above and beyond enabled our partner to deliver a quality product to over 100 CEOs at the conference. Thank you for all the hard work and commitment as well as the support that you provide to me and our teams that enable us to better serve our clients and the broader firm. 

==> Vanessa Oruska, PwC Philly 
Thank you for your help with this. I know it was a long, grueling project and a ton of work.  I appreciate your hard work and dedication to get this completed this month.

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!

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.

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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