Innovate or Capitulate: In The Struggle For Survival, The Fittest Win

"This means we can’t go backward, and we can’t stand still. We can’t rest on our laurels and we can’t keep doing what we’ve always done — even if we are doing our best, we need to keep doing it better."

Good Morning Folks,

"Innovation" is one of those buzzwords you hear all the time. People are always talking about being a "leader in innovation" or "taking innovation into the twenty-first century". It can look like some kind of innovation nation out there. It's hard to tell who is devoted to innovation and who is simply paying lip service to It. We at FSO are serious about innovation. So serious that we use the word (re) IMAGINE to define who we are: a partner dedicated to always finding new and better ways to improve service, lower costs and take better care of people.

I believe complacency is when innovation ends. The advantage every business has, but few in our industry leverage to the advantage that we do, is the ability to innovate and reinvent. So many great companies lose their edge and end up playing catch-up until they're obsolete. That’s not going to happen here.

Dramatic paradigm sights are occurring in every industry, YOUR industry because traditional barriers to entry don't exist anymore. If you don't think a new era of change and creative destruction isn't headed to your door step, you are sadly mistaken. If you want to be on top, you have to look at innovation in a new, interactive way. You have to believe it is worth coin, its worth doing wrong. You have to be willing to try your model, test it, innovate around it, get out, screw up, and then do it right. You have to understand that speed is everything in an electronic realm because you can fix mistakes before anyone realizes that mistakes were made.

We are facing the biggest transformation the way business is conducted since the industrial revolution. If you are willing to innovate, you are taking steps towards crashing your competition.

The problem according to ANTHONY IANNARINO of there sales blog is change, He writes:

==> Change is more difficult than you believe. Having an intellectual understanding the reason something needs to change isn’t enough. An emotional need to change is necessary and more powerful. 

 ==> Change is psychological. You first have to have a shift in your mindset, your personal philosophy, your personal psychology. Without that shift, there will be no change.

Why something is being changed is more important than how that change is accomplished.

==> Change takes longer than you believe.  It takes longer to sell, longer to build consensus, and longer to execute before results are seen. It is mistake to believe the results of change will be realized quickly, even though change happens in a second 

==> Change comes with built-in enemies. The very fact that you are trying to make change will cause some to oppose you. Resistance is your enemy when you try to change yourself. 

Most change initiatives die not because the idea isn’t good or necessary but because it was poorly executed. The change is usually poorly executed because it lacks executive engagement. People are exceptionally gifted at waiting out change initiatives. 

We overestimate what we can accomplish in a short period of time and underestimate what we accomplish over a longer period. When results don’t come fast, change initiatives are often abandoned. The better results were only a little bit further.

==> Sometimes change initiatives fail because too many variables are changed at once. One major change might have been enough to produce a result, but because so much was attempted, nothing really changed. When too much is changed, you can’t easily figure out what is working and what isn’t.

Radical change very quickly becomes the new status quo. It soon develops its own defenders who protect it from future change.

As an owner and CEO, I am keenly aware that rapid change in business and technology is the “new normal.” The only way for our company to survive, let alone thrive, is to continuously reinvent and redefine— everything.

This means we can’t go backward, and we can’t stand still. We can’t rest on our laurels and we can’t keep doing what we’ve always done — even if we are doing our best, we need to keep doing it better.

The spirit of innovation is a cornerstone of our company. Because at FSO, we never stop rethinking, refreshing and (re)IMAGINING a better future for our clients. We work together with our clients to foster innovation. Our process contains not only a method for generating ideas, but also a system for managing change. Similar to our methodology for continuous improvement, we challenge all levels of our organization to challenge the status quo.  

We reward continuous improvement and innovation; as a result our employees are motived to identify opportunities for improvement and innovation. Our employees are expected to always seek new ways to make our client’s life better through our white glove treatment; the whole FSO Experience. It is not just a tagline for our brand – rather, it is the culture that drives everything we do.

Since our founding six short years ago, we’ve matured from just a service provider among many, to a true strategic partner like no other. In over 160 client sites nationally we’ve become "entrenched" and so "important" to how our clients operate from the first impression - to amazing smiles and hospitality - to all services from mail, copy, records, conference centers, security, concierge, IT and much more. We are the glue that makes our clients business run seamlessly. We are part of their company, and critical to their success.

To our team: You have been given the opportunity to show what you’re made of, to be so much stronger and better than you were just the day before, and to show the world of business a better way.  

So as you get ready to start your day take a second to think; how am I contributing to my clients' success? How can I be better?

How can I get to infinity and beyond? 

How can I be that star, that hero that brings to our clients all the positive change, wealth and success they deserve?

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

Mitchell D. Weiner

Chief Happiness Officer  

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"In the struggle for survival, the fittest win out at the expense of their rivals because they succeed in adapting themselves best to their environment." ~~ Charles Darwin

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S. ANTHONY IANNARINO is the President and Chief Sales officer for SOLUTIONS Staffing, a best-in-class regional staffing service based in Columbus, OhioHe is also the Managing Director of B2B Sales Coach & Consultancy, a boutique sales coaching and consulting company where he works to help salespeople and sales organizations improve and reach their full potential. And he works ass an adjunct faculty member at Capital University’s School of Management and Leadership. Anthony teaches Personal Selling in the undergraduate program, and I teach Persuasive Marketing and Social Media Marketing in the MBA program.

Shout-Out Wednesday: A Deep Level Of Commitment To Customer Service

"She's quick to respond, efficient and handles the most complex/annoying of requests, she's been absolutely indispensable." 

Good Morning Folks,

As Founder, Chief Happiness Officer & Owner of FSO, it gives me great pleasure to share with you every Wednesday, the client fan mail I get from in praise of our employees, working on their sites. 

With a twinkle in their eye, a skip in their step and  fire in their belly, our approachable and professional guest service focused teams are brand ambassadors delivering perfect service. They exude a deep level of commitment to customer service— the whole "White-Glove" experience, and are as comfortable greeting employees as they arrive each morning as they are setting up conferences and events for the world's top power brokers, who hold key leadership and board positions at our distinguished clients.

Daryl at The New York City Offices of The World's #1 Consulting Firm...

"Darryl has been an essential part of the floor host program. He continues to excel with the surpassing requests of the clients he supports on a daily basis. Darryl is assigned to main floor for Meeting & Events which has him interacting with client visitors from across the country and territories. He is always know for functioning at a rapid pace from the time he enters the office until the end of each day. Darryl’s reliability, experience and “can do” attitude is highly valued by the clients and colleagues alike."

Rita at The Above Mentioned Firm, Chicago Office..

"We wanted to thank you for your assistance with the MPL meeting. With twenty partners involved, it was most helpful when you escorted them to the boardroom. We were pulled in many directions but we were confident all would go well because you were backing us up. Your assistance proved invaluable to us today. We look forward to the next event. Rita continue to deliver a great customer service experience for our high end clients!"

Janet at The World's Leading Daily Newspaper...

Janet has been such a great help to us! She's quick to respond, efficient and handles the most complex/annoying of requests, she's been absolutely indispensable. Thank you for all you do!

Karina at A Major New York-City-Based Content Creator...

"Want to praise Karina's performance over here at 200 Fifth over the course of the last three months. Specifically during our vendor presentations for the  Video Imaging project two weeks ago she was great in both helping the many guests and solving  some of the A.V. issues we experienced. Know this has been a transitional period for 200, and her solid work daily supporting us at the reception desk is appreciated by Original Content."

Kudos to Carolyn

"Carolyn exemplifies the FSO spirit. She is always in a great mood, always delivers excellent service to her clients, is loved by her clients, has been with the site 10+ years, and has PERFECT attendance the entire time she has worked for me. Great job and keep it up!"

The Team At a Global Political Organization...

"I want to thank each and every one of you for the excellent team work that led to the success of our event on Procurement for Women's Economic Empowerment, Friday afternoon. The seamless cooperation between all three of our business units - Development Business, Publications and the Bookshop - was remarkable. It is an important topic to work on and agenda to push forward. You can all be proud of your contribution."

Thanking Ladon

"We would like to say thank you to Ladon for his hard work and dedication, out Client loves him and would like for him to move on to his next role. Thanks Ladon for all you do."

Thanks to Gorge & Miguel

And Kudos to Jasmine!

THANKS for all you do each and every single day. Your contagious enthusiasm and cheerful smiles engage senses, touch hearts and start the day pleasantly for everyone you meet.

To other companies reading this: Rewards are both earned and learned... so spread it on thick. Love on your workforce when they deserve it .... they will surely want to repeat the experience. As Richard Branson says: "If you take care of your employees, they will take care of your customers."

For employees, forging a fulfilling career is one of the most important — and often, most difficult —challenges in building a happy life. For employers, building a culture of happiness is key to cementing their brand’s success. When these interests converge, the result is a sense of belonging through shared values and an intangible, emotional belief that we are on a shared journey.

We look forward to giving YOU your own “Shout Out” coming soon to a Wednesday near you.

Have a GREAT day,

Love Life!

Mitchell D. Weiner

Chief Happiness Officer  

Learn more about what DIFFERENTIATES FSO here

Shout Out Wednesday: Kudos To The Best Outsourcing Team On The Planet

"This young lady clearly takes her job seriously and enjoys what she is doing. She greets me and my colleagues every morning with a smile and "how are you today? Can I do anything for you? Do you need anything?" It means so very much to have had you there to help." 

Good Morning Folks,

As FSO continues its expansion, we remain focused on the people and constantly raising the bar to (re)IMAGINE™ the way to go to business - ensuring we deliver the very best experience to our clients and employees. 

We believe people make or break the success of an organization. FSO hires for character, desire and attitude and then takes better care of that individual than one could ever imagine. We take care of our people and in turn, they take care of you. They bring a passion for hospitality and service that just can't be faked or duplicated.  

==> Compliments to Shalaine for training: 

At a time when others have cut back on the training and recognition that is essential motivation for success, this is just another example why FSO is the differentiator in the industry. Employees love what you are doing, Shalaine. Hear directly from them:

"Your hospitality training session Today was phenomenal. You hit on the most valuable points and was able to express the importance  of those points with passion and conviction."

"Your energy is contagious and you speak with such compelling inflection! "

"The ending of your presentation was the most memorable for me. I live by the statement "Do The Right Thing" especially when no one is watching. I felt every last word at the end."

"You come in and just rock the room with your amazing energy. The training was super exciting and so fun."

"Thanks so much for breaking down the meaning of hospitality. Your lovely words made it much more clearer as to what we needed to do working with this company."

"We just took the training. It was very helpful, very informative, and exciting. I loved your energy and the examples you gave."

"I find your training to be amazing! You are a breath of fresh air. You're always so happy and full of life.  You're aura is always so welcoming and your training is always insightful. You inspire me to challenge myself to be better than I was the day before."

==> Kudos To Fariyal, Jasmine, and Nakeisha:

"We had a VIP group (our competitors) for a meeting and it got a bit chaotic as the power around the table was not working and some of the guests wanted chairs that were adjustable. I kept running back and forth to Jasmine for help and although I know she wanted to throw me out the window (smile), and this is not her job, she was very pleasant, approachable and was quite helpful in reaching out to others to get us organized."

"Just wanted to write a note to let you know how helpful Fariyal was this morning.  Unfortunately, we forgot to reserve a conference room for a client meeting. We tried to reach the meetings and event group As we all ran around crazy (calling Mike, running to the office of the meeting and events group) I asked Fariyal for her help and she was extremely pleasant and was able to guarantee us a room.

"Nikeisha you are amazing! You always go far and beyond of your work. It is really a pleasure to work with you!

"She was very helpful by going downstairs and picking up my monitor vs me doing it. She offered to help me get it and i really appreciate the effort she put on her part as I was really busy this week to pick it up. So kudos to her for being very helpful. It makes the rest of our jobs much easier."

It's clear from these kudos that everyone on the team knows their position and role and they work in harmony to execute greatness. That is what FSO is all about – a perfect harmony of perfection and greatness.    

Thanks fort taking the time to write to me about these gifted employees. I am always eager to hear more about how we are doing.

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

Mitchell D. Weiner
Chief Happiness Officer

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"None of us is as smart as all of us." 
~~Ken Blanchard
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Getting On Well With People You Work With The Most Fulfilling Part of a Job

"Positive working relationships and feeling good while at work are really important when looking at overall employee health and well being."

Good Morning Folks,

Just under half (42%) of workers felt positive relationships helped them to feel good at work, compared with a mere 14% for hitting their targets.

In the survey of more than 1,400 workers by HR Magazine in the UK, "having a good work/life balance was the second (40%) most common reason for feeling good at work, followed by receiving praise (26%) and earning the trust (16%) of their boss."

The survey also revealed only 4% of workers felt team activities including 'away-days' made them feel good at work.

Organizations with healthy, happy employees can find they see improvements in productivity and results. The survey results demonstrate how looking out for each other's well being and having a good work / life balance is essential."

Ar FSO, It’s to the credit of our fast-paced and results-oriented environment. Our team members are all energized by our growth, leadership position in the marketplace and the integral role they play in our success. At FSO, every team member matters. In fact, due to the very nature of our business, without our people and their unique skill sets and perspective, FSO would not be the leader that it is today.

The FSO culture celebrates the differences of our people and what we all collectively bring to the table. One of our most important characteristics is the diversity of our team members… our backgrounds… the way we think… the way we see the world. All of these different perspectives are critical to our success and speak directly to the culture here.

Clients also say that our company excels at attracting people with a great work ethic and an upbeat attitude. “They are very positive and incredibly helpful, considerate and kind,” said the COO of New York-based media giant, who uses FSO to staff the mailroom and front desk and fill administrative posts. “The first candidate they send me usually nails the criteria I’m looking for, so my time isn’t wasted meeting five people in order to hire the right one.”

This is what underlies the difference between the happiest jobs and the most hated jobs. One set of jobs feels worthwhile, while in the other jobs, people can’t see the point.

The problems in the most hated jobs can’t be solved by job redesign or clearer career paths. Instead the organizations must undertake fundamental change to manage themselves in a radically different way with a focus on delighting the customer through continuous innovation and all the consequent changes that are needed to accomplish that.

We believe in lavishing praise, giving sincere thanks, looking for the best in everyone, never criticizing and catch ‘em being good! We set the precedent, telling people what they are doing right, and specifically why they are of value— raising the bar to a higher level.

The result of this philosophy is happy customers, workers who can see meaning in their contributions and soaring profits for those clients who place their trust in us.

In the spirit of the season.... CHEERS!

Mitchell D. Weiner
Chief Happiness Officer

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"Not happy with their job? Then let me have it. I just want to work."

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Only 51 More Days Till The Happiest Time of The Year... Unless...

Photo: BitterSweetColours

"There'll be parties for hosting

Marshmallows for toasting

And caroling out in the snow

There'll be scary ghost stories

And tales of the glories

Of Christmases long, long ago

It's the most wonderful time of the year"

Good Morning Folks,

It's love at first chill with Christmas already in the air. 

New York City is always great but I think it's magical on Christmas! It's bustling with so much energy and life. Everyone is walking briskly, smiling, saying hello, preparing to tip and thank the service people who support and make possible the great lives they enjoy in a very special place.

Such expressions of gratitude are an emotion so powerful it can transform ones mood from darkness to healing light and renew our zest for life.

Being grateful is an attitude of deep appreciation for the realities that surround us "moment to moment"...each day of our life.

But you don 't have to wait for Christmas to be happy. If you are stuck in a dead end job or responsible for back office support and get greeted in the morning by the Debbie Downer receptionist face, find deadlines unmet, critical support staff calling in sick, criticism rather than compliments from the boss, voice mail loops and layers of management bureaucracy instead of answers, FSO can change your destiny. Because happiness lives, breathes and starts everyday with you smiling right here. 

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. If there's one thing that FSO lives and breathes everyday – it's the employee experience. 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.

Growing our folks is my legacy. My care. And my passion. 

Such happiness is contagious –– when the boss has it, it trickles down throughout the entire organization and beyond to its clients. Happiness can spread to everyone who has a dream, a goal, and the will to change. Happiness can elevate and inspire people to make real and lasting changes in their own lives. Today, an enormous opportunity exists to (re) imagine and reinvigorate your workplace and workforce with FSO.

Clients like to think of FSO as the Ritz Carlton of the outsourcing business. Our team takes great pride in all that we do for you. We're all about making the Hospitality service, a pleasant and seamless experience, every single day. Whenever, wherever and however, our Team we'll always be there. 

We continually strive to go "above and beyond" with our clients to provide the most enjoyable experience with the finest personal service and facilities and fulfilling even the unexpressed wishes and needs.

And we always deliver the rare, exceptional level of service that is really worthy of your gratitude. Unlike those Christmas envelopes you'll soon be delivering then shaking your head pondering "for what"?

There is  a poem. by an unknown author I discovered on Kate's site...

Smiling is infectious
You can catch it like the flu.
When someone smiled at me today
I started smiling too.

I passed around the corner
And someone saw my grin.
When he smiled I realized
I’d passed it on to him.

I thought about that smile,
Then I realized it’s worth.
A single smile just like mine
Could travel round the world.

So, if you feel a smile begin,
Don’t leave it undetected,
Let’s start an epidemic quick
And get the world infected!

That in mind please enjoy with my compliments this amazing version of the #1 Christmas anthem of all-time, based on the movie of the same name, It's the Most Wonderful Time featuring Natalie Cole and the Mormon Tabernacle Choir.

If you'd like the words from the song, go here. If you'd really like to get into the spirit f the season by viewing photos of New York at it's finest from the source of the one featured above go here.

And if you'd like to turn those outsourcing frowns to smiles, talk to us, witness us. We'll   take you on a tour of client sites and and let you taste the FSO experience first-hand where you'll see how different life has become for some of the best known-brands in the world.

Call me personally at 212-204-1193.

Feel the FSO Experience - and ensure everyone around you does too. 

Here's to a wonderful week!

Love Life!

Mitchell D. Weiner

Chief Happiness Officer  

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"The moments of happiness we enjoy take us by surprise. 
It is not that we seize them, but that they seize us.” 
~~ Ashley Montagu

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It's Shout Out Day: Here's Kudos To Our Stars

"The hospitality, articulation, knowledge and pride these folks take in their jobs is second to none. I am blown away with the night/day attitude shift from our former partner. Great job!"

Good Morning Folks,

Our clients love what we are doing for them.

When clients take time to write like this after months of being let down by their former Onsite Outsourcing partners, it is testament to what I've been saying all along: At FSO, our difference is people. They bring a passion for hospitality and service that is unduplicated. 

To Our Team At The Advertising And Marketing Leader Whose 6,500 People In 188 Offices In 93 Countries Are On A Mission To "Resist The Usual" With FSO's Warmth and Hospitality By Their Side: 

"I want to thank you for the support your entire team has given to me consistently on all my project. The benefits fair is probably the second biggest events we put on each year.  Thank you for being flexible and all the hard work your entire team has done to make this event successful. The feedback from the vendors was exceptional. When I speak to the vendor's, they all want to come here because how well organized, the warmth and accommodating support from your entire staff and team. I cannot tell you how many people raved over the food. I truly think each year this is why the event keeps getting bigger and bigger. Some of the vendors were shocked to know that the food was made in house. Thank you everyone - until next year."

Compliments to Lolita...
"I wanted to tell you how awesome Lolita is and what a great job she's doing!!!!!
Lolita has really made the benefit portion of our EG sessions much more personal and yes very productive, Lolita takes time to ensure every new employee walks away understanding our benefits or at least what's available. Lolita also provides her contact information to every new employee. Thank you so much for finding her and allowing me the opportunity to work with her." 

Shakira at an Automotive Giant....

"I am writing you to express my heart-felt appreciation and commendation for Shakira who has brought a great dedication to her position here that is like no other! I have watched her take on many difficult situations here and show great resilience, concentration, dedication and all the while staying proactive and learning whatever she needs to make herself better at performing her job. A hallmark / calling card quality of hers that I have noticed is that she is a "Learning Machine"! Shakira has the ability to watch and comprehend very well, very fast and most of all very accurately... She has a very good heart, which you do not often find in today's world. A person who is fair and who takes responsibility for their actions is a rare find, and you have this in Shakira."

Diana & Tim at an AMLAW 200 Boston-Based Firm
"I am writing to express my thanks and appreciation to Diana and Tim in Office Services.  Diana and Tim helped my assistance Katherine with a large and urgent document production project last week. They did a fantastic job and the client was very happy with the final products. I just want let you know that we really appreciate their help"

Everything we do comes out of the experience, sensibilities, intelligence and humanity of our people. FSO puts people first, and their passion drives us to exceed your expectations every day, in every way.

We have lots to be thankful for, proud of, and reflect upon. Especially our Operation's team's flawless execution to ensure the career and customer satisfaction of the people and sites mentioned above. Thank you for making all of us shine every day. 

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

Mitchell D. Weiner
Chief Happiness Officer

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"There is only one success – to be able to spend your life in your own way” ~~Christopher Morle

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Shout Out Wednesday: Delivering WOW!

"We feel extremely happy to have an office service team that we can rely on anytime and their contributions are creating a positive impact and making a difference."

Good Morning Folks,

Today we honor our teammates who have been caught delivering the WOW! to our clients who have told us so in these words:

Ruth & Monica... (working at the Madison Avenue location of a national client. They're one of the largest professional services firms and Big Four auditors in the world.) 

"This note is an expression of my appreciation and gratitude for the work performed by your Office Service team members. The office service’s team has consistently provided us with outstanding client service. In particular, I would like extend a special thanks to Ruth and Monica. It is a pleasure to work with Ruth and Monica who go above and beyond to provide their clients with an outstanding service. For example every time our Assurance team needs help they pitch in to take care of all the details and always with a pleasant attitude and smile. Thank you Monica and Ruth for an amazing outstanding work. We feel extremely happy to have an office service team that we can rely on anytime and their contributions are creating a positive impact and making a difference. 

Lakisha &  Maria..(Working at a major Securities firm)
"I just want you to know how competent, polite and organized Lakisha is. I think I have already mentioned to you about Maria who is also a great asset to us."

Maria.. (Working at Boston HQ of AMLAW 200 Firm)

 "Maria is a professional and has a great personality with co-workers and especially clients. When I bring a client in and she may still be in the conference room, I introduce Maria to our client and she is awesome she continues to give a warm welcome to them and conversation will go from there when I walk out. It is a good feeling to know that they are in good hands as I leave the conference room. Maria is so proud of the way she sets up the conference rooms for lunch, etc.  She is so proud will ask me to go in and see it, it truly is a great presentation done with a lot of pride. She is always moving, filling, checking and everything is so clean. It is great to see someone so proud of her job."

Amelinda... (Working at a Non-Profit dedicated to eradicating one of mankind's worst terminal challenges)
"I just want to let  you know that Amelinda is such a terrific and hardworking person. 
I was using 3A and 3B yesterday for Dennis' meeting and using the rooms again today.  There was a meeting last night and obviously they needed to re-arrange the set-up.  Amelinda was in EARLY this morning so that the rooms could be reset for my meeting.
Just wanted to let you know how much I appreciate ALL her efforts.

GREAT JOB TEAM! It’s all about the hospitality and DNA of our folks. Thanks for making our clients proud they hired FSO and you.

Have a fabulous day filled with love and inspiration.

Hugs all around,

Mitchell D. Weiner
Chief Happiness Officer

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"Excellence is not an act, but a habit."

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