Inspire ME Friday: (re)IMAGINE is good

"Passing up a cupcake may be a test of willpower but the goal of fitting into a smaller pair of jeans is an easily imagined, and often attainable, one."

Greetings,

(re)IMAGINE means change.

While many of us will say that "change" is the magic panacea when we aren't satisfied with an organization, political administration, personal relationship or management team, it is one of the things that we are inherently resistant to do. Change is hard, feels unnatural and moves us out of our comfort zone, even when we know that change will ultimately bring improvement.

Sometimes what we really mean is that we want change as long as it is similar to something that is familiar. That's why political platforms rarely differ; new CEOs may look the same as the previous ones; and budding relationships can resemble those we just left.

There are many reasons why we are resistant to change: dread for the unknown; fear of failure; a sense of powerlessness; we're creatures of habit, etc. But when we eventually make the necessary adjustments and begin reaping the rewards, we have a positive reference point for why change is beneficial.

The pivotal component in what makes change feel easy or difficult may be the level of choice we have in the experience. Personal change, like adopting good eating habits, is an individual choice that allows the greatest amount of control. Passing up a cupcake may be a test of willpower but the goal of fitting into a smaller pair of jeans is an easily imagined, and often attainable, one.

Organizational change, on the other hand, is often foisted upon employees, forcing adoption of new behaviors, systems, missions and processes that are neither individually chosen nor controlled. And while senior executives may have a voice in the change management strategy, they are not immune to the pain of change since the pressure is typically spurred by stakeholders.

Institutional change management initiatives that include components to empower and assuage the fears of the workforce, such as transparency, open communication and phased approaches, are likely to garner the most positive and least painful results. And leaders who can successfully guide their teams through transition will not only demonstrate agility, they will earn the trust and loyalty of employees.

What are you going to (re)IMAGINE today?  

I’m going to start small with.... the world.

Your energy, enthusiasm and professionalism are always greatly appreciated. 

Have a fabulous weekend filled with love and inspiration.  

Be great and (re)IMAGINE!

Mitchell D. Weiner

Chief Happiness Officer  

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"Only from the heart can you touch the sky."

~~ Rumi

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Learn more about what DIFFERENTIATES FSO here

TED Tuesday (On Wednesday): How to Stay Calm When You Know You'll Be Stressed | Daniel Levitin

“Be like Batman and have contingency plans. Plan and think ahead about tough situations in which you may be stressed, may therefore not be thinking properly, leading you to make less than ideal decisions.”

Good Morning Folks,

You're not at your best when you're stressed. In fact, your brain has evolved over millennia to release cortisol in stressful situations, inhibiting rational, logical thinking but potentially helping you survive, say, being attacked by a lion. Neuroscientist Daniel Levitin thinks there's a way to avoid making critical mistakes in stressful situations, when your thinking becomes clouded — the pre-mortem. "We all are going to fail now and then," he says. "The idea is to think ahead to what those failures might be."

Dr. Daniel Levitin is a neuroscientist at McGill University in Montreal, dean at Minerva Schools in San Francisco and a musician. His research focuses on pattern processing in the brain.

His three books This Is Your Brain on Music, The World in Six Songs, and the recent The Organized Mind are all bestsellers. A polymath at heart, he has performed with top musicians and holds a few gold and platinum records.

Daniel says “I think the important point here is recognizing that all of us are flawed. We all are going to fail now and then. The idea is to think ahead to what those failures might be, to put systems in place that will help minimize the damage, or to prevent the bad things from happening in the first place."

A fascinating talk. Have a look:

Thanks for listening and have a GREAT Day,

Mitchell D. Weiner
Chief Happiness Officer  

Ideas are not set in stone. When exposed to thoughtful people, they morph and adapt into their most potent form. TED Tuesdays on MitchWeiner.com highlights some of today's most intriguing ideas. Look for more talks on Technology, Entertainment and Design -- plus science, business, global issues, the arts and much more— HERE.  

About FSO Onsite Outsourcing
Recognized on the Inc. 5000 list of the nation's fastest growing companies for the third consecutive year, and lead by industry pioneer, Mitch Weiner, FSO's growth and success can be attributed to making a positive and powerful impact on their clients' bottom lines, as well as their employees' careers and lives.

And The Award Goes To...

"I was choked up and tearing many times during the awards..  the winners speeches and the words spoken about our growth, our care and simply how people feel was, well hard to say... just amazing."

Good Morning Folks,

FSG (FSS and FSO) is full of traditions - one of them being our Annual Awards Celebration. This is our opportunity to cheer for and to say THANK YOU to all of our employees and recognize our superstars. This year’s event was held on January 13, 2016 both at Headquarters and Nationally, and I can say it was one of our best yet! We had one of the highest number of nominees in our history of hosting the event and the celebration was just awesome.

From the feedback I've been receiving, attendees agree that Wednesday night's event was certainly one of our best ceremonies:

"Bravo to you for a successful meeting and putting smiles on so many faces." 

"Wow! What an awesome meeting!! It went by so fast - the energy, music and presenters  was awesome!"

"I was so incredibly proud of my Team! It was so great to see and hear all of the National recognition."

"I am grateful for my acceptance into the Owners Circle of Excellence. For the last few years I have seen the President's Club logo on FSO-FSS Business cards, but to now have it on my own cards is an honor."

"Last night was a triumph of corporate morale building. A genuine and energetic show of support and moxie."

"The event is just another example why FSO is the differentiator in the industry and a much deserved THANK YOU goes out to the Executive Leadership Team for hosting yet an amazing party."

Kim, Jim, Dean, and I thought that you would appreciate learning who the award winners were and seeing the pictures as they accepted their award.

Here are the winners, with names below each photo. Congratulations to all!

1.       Top Client Renewal Award

Winner: Kaci — AMLAW 200 Firm

2.       Top Billing Award

Winner: Shawn & John — World's #1-Ranked Professional Service Firm

3.       (re)Imagined New Revenue Award

Winner: Ivy – Biotech (Not Pictured)

4.       Best Client Reference Award

Winner: Stephanie – AMLAW 200 Firm

5.       Associate of the Year Award

Category 1: Jannel — Financial Services Leader

Category 2: Omar – World's #1-Ranked Advertising and PR Firm

Category 3: Leo – Wireless Telecom Leader (Not Pictured)

Category 4: Darren - Property Management

Category 5: Greg — FSS

6.       Site Manger of the Year Award

Category 1: Terrance – Footwear Retail

Category 2: Christian – AMLAW 200 Firm

Category 3: Cacharel – Wireless Telecom Leader (Not Pictured)

7.    FSS Top Direct Hire Producer Award

Winner: Sid

     8. FSS Top Temp Producer Award

Winner: Chris

9.       FSS Sales Person of the Year

Winner: Joseph

10.  (re)IMAGINE Excellence Award (HQ)

Winner: Rose

11.   Director/Vice President of the Year

Winner: Lissette (Not Pictured)

12.   2015 Passionate Power House of the Year

Category 1: Non-Profit

Category 2: Top 20 Advertising Agency

Category 3:  AMLAW 200 Firm

One of FSO’s true differentiators is our CARE for our employees and there is nothing we enjoy more than recognizing and rewarding their awesome performance.

Please join us in congratulating everyone. I hope that you feel the FSO difference from our teams every day

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

Mitchell D. Weiner

Chief Happiness Officer  

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"Keep the fire burning in yourself."

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FSO Wins SmartCeo’s Future 50 Award

"Our clients include the world’s #1 ranked advertising agency, #1 sports marketing firm, #1 consulting firm, # 1 big-8 accounting firm, and many of the AMLAW 200 legal leaders."

Good Afternoon Folks,

We are pleased to announce that SmartCEO has distinguished Mitch Weiner & FSO among its 2016 Future 5O companies, based on a combined three-year average of revenue and employee growth. Future 50 winners collectively generate $2.3 billion in annual revenue and employ 10,293 individuals in Greater New York

Since 2010, FSO has helped innovate and design (re)Imagined Onsite Outsourcing services with some of the most exciting brands in the world. Our clients include the world’s #1 ranked advertising agency, #1 sports marketing firm, #1 consulting firm, # 1 big-8 accounting firm, and many of the AMLAW 200 legal leaders.

“Our work spans industries and services, but one thing makes the difference across all: Our wonderful team. They truly embody what it is to be hospitable and deliver service like no other. From back office support to reception, FSO is the go-to group. We are completely invested in going "above and beyond" to provide an unbelievable experience with the finest personal service,” said Mitch Weiner, Founder, CEO and Chief Happiness Officer at FSO.

“This year’s Future 50 winners have executed their growth visions year after year, created job opportunities and made our region a better place to work and live,” says Jaime Nespor-Zawmon, President of SmartCEO Events. 

"The 2016 SmartCEO Future50 award validates what Crain’s Fast 50 and Inc. 5000’s fastest growing company lists have confirmed in our three consecutive years of recognition.  We are a five year old start up company that has taken the market by storm. And we have only just begun. The future is so, so, bright,” continued Mitch Weiner.

More than 550 local business executives and guests are expected to attend this year’s Future 50 awards gala at Capitale in late January. We will provide links to the video of the awards ceremony, stay tuned.

Thanks to our employees for all you do for us, and to our clients for all you award us the privilege of doing for you.

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

Mitchell D. Weiner
Chief Happiness Officer

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"It is never too late to be what you might have been." 
~~ George Eliot
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READ: FSO Wins SmartCeo’s Future 50 Award 

It's Wednesday: That Mean's It's Time For a Shout Out To Our Stars

"Maria is an outstanding employee who is always pleasant, and goes out of her way to help me. She is thoughtful, and I can rely on work that she gives me to be done accurately and correctly."

Good Morning Folks,

Our clients love what we are doing for them. 

When they take time to write like this it is testament to what I've been saying all along: FSO has a unique and unstoppable passion to exceed our clients expectations. Our culture is what defines us: Personal, Passionate & Productive. We have a proven business model that is key. We strive each and every day to not only meet expectations, but to exceed them. Our teams are hospitality driven individuals, recruited from brands where white glove service is required.

From our ownership team, support staff, subject matter experts... to our on-site folks, our focus is to come to work every day thinking of ways to (re)IMAGINE a better experience for you and your guests.

Here are some of the amazing things our clients are saying about our motivated, team-oriented, passionate people. I am honored to be in the company of all mentioned. 

Compliments From The World’s #1 Ranked Professional Service Firm

"Forwarding handwritten note from client's HR Managers, sent along with a Box of chocolates for our Admin Staff. They continually provide excellent service on a daily basis to this firms' employees:

Angela 

Shanise 

Michael

Luz 

Michael M

Kimberly

Jasmine

Nakeisha

Darryl

Khajuaan

Fariyal

Maria

Kimberly

"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?" Kimberly has been extremely diligent in making sure that we are covered with paper daily; so much so that she recently walked the floor with one of the office services managers because there was a discrepancy as to why she was putting tickets in for the paper. What the office services manager saw was that she was justified in initiating the ticket and further, she was trying to understand why the floor ambassador said he had  supplied paper that morning, yet there was none/limited when the office services manager showed up. We need a few more like her; it makes the rest of our jobs much easier."

Jasmine

"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. So on that note, thank you so very much. It means so very much to have had you there to help."

Nikeisha

"Nikeisha you are amazing !! Not only for this. You always go far and beyond of your work."

Darryl

"On Tuesday, December 8, 2015 Audit Partner Larry hosted an all day Client Meeting in Conference Room 23302.

I was assisting Radian EA Barbara. A bare white table was set up and we requested a table cloth. We were pleasantly surprised to received a white cloth with the our logo from Darryl.

It was greatly appreciated by the client -- received a lot of compliments, in fact.

Thank you for letting us use the tablecloth for the client. Is really a pleasure to work with you!!"

Denise

"I am a new RMO Sr Manager in Risk Assurance and wanted to let you know that Denise came to my office today to see if I had gotten my screen as someone had taken it from my office. I told her that I got the new one and i had to go pick it up at the mail room.

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.

Khajuaan

I wanted to comment that I've been very pleased with Khajuaan, who has been very helpful.  He stops by my desk to see if I need anything, and helped me with a project.  I see that he goes around the 7th Floor looking for issues, and puts tickets into the database as called for.  In addition to being responsible and responsive, he is a very pleasant person to deal with!

Thanks for listening,

Fariyal

"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."

Maria ... At One Of The Oldest Law Firms In Continuous Existence In The United States, Specializing In Banking

"Maria is an outstanding employee who is always pleasant, she goes out of her way to help me. She is thoughtful ,and I can rely on work that she gives me to be done accurately and correctly. I would highly recommend her as employee of the month in fact the year."

Edward, Anthony & Davidson at AMLAW 200 Firm

"I walked in last week while Davidson was crawling under a desk – Witnessed it myself. Great team and Davidson definitely leads by example"

"I also wanted to drop you a note to make you aware of the awesome security staff you have. On Saturday evening, 12/5,  around 7PM I received a call from my cousin who had a car accident in Connecticut on his way home to Boston. Fortunately he was unharmed but his car was not drivable. He was forced to take Metro North back to Manhattan and when her arrived he called me. He was on 42nd and Lexington avenue with 2% power on his phone and did not know what to do. I called the security desk (X3333) and told them the situation and asked if they could help him out. They were very nice and welcomed him into the lobby, charged his phone, allowed me to speak with him over their line until I was able to pick him up and take him to a bus.

I really appreciate the kindness they showed him. Please thank the officers that were on duty that evening. I don't recall their names but they did go above and beyond to help him when he was in a bind. THANK YOU ALL FOR ALWAYS COMING THROUGH -  WELL DONE!!!!!!!!!"

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.

The PERSONAL touch AND CARE that our clients complimented us on…this is what sets us apart; this is why we are blowing the competition out of the water every chance we get, this is why our employees LOVE FSO and feel the connection to us! 

Cheers FSO USA!!!!

Mitchell D. Weiner
Chief Happiness Officer

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"Leadership is service, not position" ~~Tim Fargo
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TED Tuesday- Mandy Len Catron: Falling In Love Is The Easy Part

“But what I have instead is the chance to make the choice to love someone, and the hope that he will choose to love me back, and it is terrifying, but that's the deal with love.”

Good Morning Folks.

Two million people have watched Mandy's inspirational TED Talk filmed last summer at TEDxChapmanU. Today you can be two million and one.

Did you know you can fall in love with anyone just by asking them 36 questions? Mandy Len Catron tried this experiment, it worked, and she wrote a viral article about it (that your mom probably sent you). But … is that real love? Did it last? And what’s the difference between falling in love and staying in love? Have a look/see:




About Mandy: Mandy Len Catron is a writer living and working in Vancouver, BC. She blogs at The Love Story Project, a collage of research, memoir and family mythology. As she says: "I’ve been writing a book about love stories for the past five years and, miraculously, I still haven’t tired of talking about it. If you’d like to share your own story or theory or rant, get in touch at @LenMandy."

Have a GREAT DAY!

Love Life,

Mitchell D. Weiner

Chief Happiness Officer  

Ideas are not set in stone. When exposed to thoughtful people, they morph and adapt into their most potent form.TED Tuesdays on MitchWeiner.com highlights some of today's most intriguing ideas. Look for more talks on Technology, Entertainment and Design -- plus science, business, global issues, the arts and much more— HERE. 

Great Customer Service Builds Brands And Loyalty

"Every customer contacts us at least once sometime during his or her lifetime, and we just need to make sure that we use that opportunity to create a lasting memory." 

~~ Tony Hsieh, CEO of Zappos.com

Good Morning Folks, 

Ken Blanchard, coauthor of Raving Fans: A Revolutionary Approach to Customer Service, introduces a passage about how great customer service builds brands and loyalty from Delivering Happiness: A Path to Profits, Passion, and Purpose, by Tony Hsieh (the world's best-known Chief Happiness Officer).

To keep your customers today, you can’t be content just to satisfy them. If you want your business to thrive, you have to create what I call Raving Fans — customers who are so excited about the way you treat them that they want to tell stories about you. These customers become part of your sales force.

Great service is not an accident. It starts when you decide what kind of experience you want your customers to have — when you articulate a clear vision. You keep it alive by empowering your people to go the extra mile for the customer. When it’s innovative and comes from the heart, great service keeps customers coming back again and again.

Tony Hsieh, CEO of Zappos.com, understands what great customer service — or, as they call it at Zappos, WOW service — is all about. Once you read the following excerpt, you’ll understand two things. First, you’ll figure out why Zappos quickly became the biggest online shoe store. Second, you’ll know the company is not exaggerating in calling it WOW service.

— Ken Blanchard

Excerpted from Chapter 5 of Delivering Happiness: A Path to Profits, Passion, and Purpose by Tony Hsieh, CEO of Zappos.com

We receive thousands and thousands of phone calls and e-mails every single day, and we really view each contact as an opportunity to build the Zappos brand into being about the very best customer service and customer experience. Looking at every interaction through a branding lens instead of an expense-minimization lens means we run our call center very differently from most call centers. 

Most call centers measure their employees’ performance based on what’s known in the industry as “average handle time,” which focuses on how many phone calls each rep can take in a day. This translates into reps worrying about how quickly they can get a customer off the phone, which in our eyes is not delivering great customer service. Most call centers also have scripts and force their reps to try to upsell customers to generate additional revenue. 

At Zappos, we don’t measure call times (our longest phone call was almost six hours long!), and we don’t upsell. We just care about whether the rep goes above and beyond for every customer. We don’t have scripts because we trust our employees to use their best judgment when dealing with each and every customer. We want our reps to let their true personalities shine during each phone call so that they can develop a personal emotional connection (internally referred to as PEC) with the customer. 

Another example of us using the telephone as a branding device is what happens when a customer calls looking for a specific style of shoes in a specific size that we’re out of stock on. In those instances, every rep is trained to research at least three competitors’ Web sites, and if the shoe is found in stock to direct the customer to the competitor. Obviously, in those situations, we lose the sale. But we’re not trying to maximize each and every transaction. Instead, we’re trying to build a lifelong relationship with each customer, one phone call at a time. 

A lot of people may think it’s strange that an Internet company is so focused on the telephone, when only about 5 percent of our sales happen through the telephone. In fact, most of our phone calls don’t even result in sales. But what we’ve found is that on average, every customer contacts us at least once sometime during his or her lifetime, and we just need to make sure that we use that opportunity to create a lasting memory. 

The majority of phone calls don’t result in an immediate order. Sometimes a customer may be calling because it’s her first time going through the returns process, and she just wants a little help stepping through the process. Other times, a customer may call because there’s a wedding coming up this weekend and he just wants a little fashion advice. And sometimes, we get customers who call simply because they’re a little lonely and want someone to talk to. 

I’m reminded of a time when I was in Santa Monica, California, a few years ago at a Skechers sales conference. After a long night of bar-hopping, a small group of us headed up to someone’s hotel room to order some food. My friend from Skechers tried to order a pepperoni pizza from the room-service menu, but was disappointed to learn that the hotel we were staying at did not deliver hot food after 11:00 pm. We had missed the deadline by several hours. 

In our inebriated state, a few of us cajoled her into calling Zappos to try to order a pizza. She took us up on our dare, turned on the speakerphone, and explained to the (very) patient Zappos rep that she was staying in a Santa Monica hotel and really craving a pepperoni pizza, that room service was no longer delivering hot food, and that she wanted to know if there was anything Zappos could do to help. 

The Zappos rep initially was a bit confused by the request, but she quickly recovered and put us on hold. She returned two minutes later, listing the five closest places in the Santa Monica area that were still open and delivering pizzas at that time. 

Now, truth be told, I was a little hesitant to include this story because I don’t actually want everyone who reads this book to start calling Zappos and ordering pizza. But I just think it’s a fun story to illustrate the power of not having scripts in your call center and empowering your employees to do what’s right for your brand, no matter how unusual or bizarre the situation. 

As for my friend from Skechers? After that phone call, she’s now a customer for life. — Tony Hsieh

Make this week a REIMAGINE WEEK. To our employees: I'll see you at YOUR awards Wednesday night. 

Have a GREAT day,

Mitchell D. Weiner
Chief Happiness Officer

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"The only place where success comes before work is in the dictionary."

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