It's In The Sauce!

Creating A Healthy Workplace

Posted on October 15, 2015 by Patti Fralix

Since 1993 my career has been focused on creating positive change in work, life and family for individuals, teams, and systems. One of my passions is creating happier, healthier, and productive workplaces. My reason for this is that most people spend more time in paid work than they spend with their families, and if those work environments aren’t positive and healthy, the people aren’t healthy, and that is carried home with them. I am referring to the holistic definition of health, not just physical health. What I am really referring to is the health of environments that makes people want to go to work, not dread it.

The research is clear on what makes people feel satisfied and stimulated at work, and what doesn’t. The most important people to others at work are those who they work closest with, and the one to whom they report, i.e., their manager. Although we want to believe that the passion of the work and the company are important to workers, sometimes those things matter, and sometimes they don’t. What does matter are the people one works closest with at work and their manager. Management does not pay enough attention to this issue.

Too may companies have profit and productivity as their God, and consider the staff as cogs in the wheel directed to those ends. One negative outcome of this is that the happiness and the health of the staff is of little if any concern to management or the company. These same companies are not concerned enough about healthy workplaces, job enrichment, or retention. They fail to consider the direct linkage between happy employees, productivity, and financial stability of the company. Turnover is very expensive. There are so many revolving doors in some businesses that the Human Resources Department can’t focus on job enrichment and other important employee retention strategies. They are spending most of their time plugging the staffing holes due to turnover.

Most people want to do good work. When they don’t, the system is often at fault. Of course there are people who only work for the paycheck, but not as many of those as is sometimes thought. More often than not when workers are not engaged, management has failed to create the culture to inspire and develop others.

Creating a culture that inspires and develops to do their best work isn’t magic. It does not require extraordinary measures. What it does require is a recognition of the value of workers, and a willingness to do all that one can do to provide an environment which makes doing one’s best a priority.

How to create this environment is the topic of a future Blog.

Posted in Relationships | Tagged healthy workplace, work environment | Leave a comment

Thinking Outside The Triangle™

Posted on October 8, 2015 by Patti Fralix

Many business people today are well aware that innovation is the key to success in the present and future. Not nearly as many people are clear about how to make innovation happen. Too may of us are simply doing the same things in a slightly different way, expecting dramatic positive results. Innovation is different than that. Innovation is not “Thinking Outside the Box.” Just think about that. How long have you heard that phrase, “Thinking Outside the Box?” Likely, for many years. Now, how innovative is that?! Not very. That is just a very simple example of the fact that we are not usually very good at doing things differently, in large part because we don’t think differently. To do differently requires that we think differently.

My husband Mike coined the term “Thinking Outside the Triangle” years ago, and trademarked the phrase. Our plan is that we will write a book together by this title in the near future. We have already made some decisions about the book. One of those decisions is that the book will have three sections: Leadership, Change, and Innovation. What we are not yet settled on is the right order of those sections. So, I am inviting my readers to “weigh in” on this.

Does Change result in Leadership that drives Innovation? Does Leadership drive Change that results in Innovation? Does Innovation result in Change that drives Leadership? Most likely a case can be made for at least two of these, and perhaps all three. But what is the most logical order? We are interested in building the model that can be replicated and result in needed improvements for companies, societies and even families. For the model to be most helpful it is important to make the right decision regarding the best order of these three: Change, Innovation, and Leadership.

There are some “givens” to this project. One is that the focus of the book will be business, but the principles can apply to individuals, groups and families. Another is that we are very clear about our definitions and descriptions of Change, Leadership, and Innovation, including those things that stimulate these, and what prohibits them. We both have many years of business experience (and life experience!) and have found that our greater lessons are not in our successes, but in our failures. We plan to be honest about those, yet appropriately protect the confidentiality of others.

In future posts I will be discussing Leadership, Change, and Innovation. I am glad to add any perspectives of others who share those, and give permission for such. Let’s get a dialogue going of these important ideas. For after all, regardless of our individual perspectives on the best order for Innovation, Change, and Leadership, we all benefit when they are present. Yes, even Change, which we resist too often.

I look forward to your thoughts.

Posted in Leadership | Tagged apple, business, change, innovation, Leadership, Nelson Mandela | Leave a comment

God Bless Us Everyone

Posted on October 2, 2015 by Patti Fralix

How many shootings will have to occur in the U.S. before we begin to solve the underlying problems of our society that result in these tragic events? Before saying anything else, I must express my sincere condolences to the families, loved ones and the communities of this latest mass shooting in Oregon. There is no way I, who has not suffered through anything like this, can even begin to understand. But I can, once again as I have done before, express the sympathies of my heart to those who are dealing with this on a personal level. My involvement is on a societal level, and I implore us to band together to solve the problems that create the circumstances that make these horrific happenings possible.

This is apparently the 142^nd shooting in a school in this country in less than 20 years. That is a shocking statistic. I do not know if there are any theories as to why so many mass shootings happen in schools. Just think about it; a place where our students should be able to go and never have to worry about their safety and security. I grieve for my grandchildren and your children and grandchildren; they are growing up in a world in which situations such as these have become far too commonplace. And thinking of our teachers; how do they focus on teaching with this added dimension of responsibility?

I had another Blog Post prepared, and had to put it aside for another time when this happened today. How could I post something on business and change, as if today is a normal day? At times like this we need to stop and take stock of what is happening around us and to us.

I do not want to talk about or focus on guns. Guns, as bad as they may be as a vehicle for tragedies such as today’s, are not the main problem. I am not implying that we do not need to have tougher gun laws; I believe we do.

Nor do I want to talk about mental health. I suppose it is a given that someone who commits mass killings is not mentally healthy. Mental health is, like guns, a big issue, and one for which there are no easy answers or solutions.

What I do want to talk about is love. We need to make our children and adults love themselves and others so much that taking a gun and killing themselves or others is unthinkable. Yes, love. Love is the answer to this problem.

The best solution to this problem is people who love themselves, meaning that they know they are worthy of being loved and have healthy self esteem to the degree that they would never want to harm themselves or others. Love. As simple as that. As simple and as complex.

Instead of being and feeling loved too much of our time is consumed by people who rant and rave about all manner of things, including ideologies, politics, vehicle driving behavior, and other things. Why can’t we just discuss our differences without all of the negativity? Why can’t we let others be who they are without feeling that who they are isn’t ok?

I am so grieved by these killings. While I am not able to accept the circumstances and or emotions that result in this behavior, I have to try to understand that something is terribly missing in the lives of people who are able to resort to these terrible actions. I have to accept that there are people who for reasons I can’t begin to truly understand, are lacking something that would make their horrific actions impossible.

To me, what is lacking is love. Love of self and others.

And while I know it isn’t this simple, love can solve a multitude of problems. And not much else can.

And in the words of Tiny Tim, God bless us everyone.

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We Are Never Off Duty

Posted on September 24, 2015 by Patti Fralix

Some of you will remember the wise words of your mother, telling you to always make sure that you are wearing clean with no holes underwear, in case you are involved in an accident! A nurse friend of mine testifies to the fact that staff in hospital emergency rooms pay attention to this! This is perhaps an extreme example of “We Are Never Off Duty,” but it is an example. How many times have you worn something in which you look less than your best, to just run into the grocery store, hoping that you don’t see someone that you know?! (And of course you do!) These are only two examples of “We are Never Off Duty.” There are many others.

Don’t mistake this point as meaning that you can never be casual; of course you can, but you should not be sloppy. What this really means is that who we are and how we want the world to see us is represented in our outward appearance and behavior. I am reminded of the phrase, “Who you are speaks so loudly, I can’t hear what you say.” As such, I had no choice yesterday but to respond to a Facebook posting of a 4^th grade teacher who was making a political statement, with an obscene gesture and cleavage showing. I do not even recall her exact political position; I could not get past the fact that she was so inappropriately dressed and making an obscene gesture, and that she is a poor role model to our children and grandchildren.

I ignore so many of these Facebook postings, but I could not ignore this latest one. If this 4^th grade teacher did not know how inappropriate she was, regardless of the position she was taking on the issue, then someone needed to tell her! I have ignored some of my family’s inappropriate Facebook postings, for I have not been willing to risk offending not just them but their parents and grandparents. I suppose it is easier to take those risks with those whom we do not know. This reinforces that these Facebook “friends” aren’t really friends at all, at least not in a manner that we are willing to take the risk to honestly express our opinions. And I realize that there is a fine line here. We need to be careful about judging others. We do need to be careful that we do not inappropriately evaluate others by our standards. But when we put our thoughts out into the public sphere, such as I do in this blog post, we are opening ourselves up to the opinions of others. Some of those opinions will be positive, and some negative. And when we give those opinions we can still be kind in how we say what we say. (I am not so sure that how I replied to that Facebook posting was a kind as it could have been.)

Fanny Brice said many years ago, “Let the world know you as you are, not as you think you should be. For sooner or later if you are posing you will forget the pose, then where will you be?” This quote speaks to the main message of this; authenticity. Does your outward appearance and behavior represent who you really are, and how you want to be perceived?” For if there is a disconnect between what we say and what we do, people judge us based upon their perception of what we do. An example. I am a direct communicator, and some would say, too direct! While I may hear myself as being direct, others can hear me as being too direct, and even directive, or aggressive. Once I really integrated this, I have worked hard to still be direct, but not too direct, or directive. When I am on my best behavior, I try to remember to soften my voice, since direct language and a harsh tone magnify each other. And this is even more important when we are communicating in writing, for the written word lacks the nonverbal aspects of communication that can “soften” the written word. I will be honest and admit that this isn’t easy for me; sometimes I succeed, and sometimes I fail. I am a work in process.

Recognizing that we are “never off duty,” are we comfortable with who we are? If so, great! If not, let’s choose one aspect of our appearance or behavior that we want to change, and begin the process today. Forward movement, even one small step at the time, will get us closer to who we want to be.

Posted in Relationships | Tagged authenticity, pope | Leave a comment

Vacation Spending

Posted on September 16, 2015 by Patti Fralix

The book I wrote ten years ago, A Year in the Life of a Recovering Spendaholic, will be published by the end of this year. This book chronicles my journey of not purchasing anything for myself for a full year. (There are a couple of qualifications of “not purchasing anything,” but those can be found by reading the book!) This book is being published nine years after I had planned for it to be published. There is no excuse for the delay, other than the obvious; I just did not get it done any earlier! This reminds me of my other book, How to Thrive in Spite of Mess, Stress and Less! It was published in 2002, and was written over six years. Although I was concerned at first that it took so long for me to finish writing that first book, when it was finally published, I decided that the timing was perfect. It was soon after 9/11, and the issues people were dealing with as a result of 9/11 were so much more problematic then than any issues people would have been dealing with the few years earlier. I learned from that experience that although we may not know why or how at the time, sometimes we just need to trust the process. I am trusting the process again as this book is published. I am learning to go with the flow.

Now that this latest book is soon to be published, I am very focused on its message, and not even consciously. It is only when I am thinking later that I realize how the lessons of the book are guiding my steps along the way. This reminds me that when we are going in the direction of our dreams, we do not have to think of our next steps. Our next steps become second nature.

A recent example is my vacation spending. In previous years, I spent much more money than I spent on this latest vacation, and spending less this time was not by any act of will. I never developed a plan for how much money I would spend on this recent vacation. I just did not spend very much, even in the absence of a plan. Most of the few things that I did purchase were gifts for other people. It was actually a surprise to me when I realized how little I had spent on myself. This reinforced to me the value of making a commitment, such as publishing this book by the end of the year, and that when we do, the stars seem to line up for us.

One lesson I learned about myself in my year of not spending money on myself was the importance of keeping track of my spending on a daily basis. The same is true of counting calories, or points, or carbs, or whatever. I am much more successful when I count, and write it down, and review it regularly. This is so second nature to my husband, Mike. To me it is not second nature at all; it is a daily discipline that I have to adhere to, or the end of the week or month is upon me, and I am out of money and calories.

I hope that in being so vulnerable with my readers, some others can benefit from my work on these issues. It certainly isn’t fun to acknowledge these weaknesses, but it is the truth. And didn’t someone say, “Let the truth set you free?!”

Posted in Uncategorized | Tagged budget, money, spending freeze, vacation spending | Leave a comment

Making The Most Of Every Day

Posted on September 8, 2015 by Patti Fralix

How often do we fast forward in our thinking, worrying about how soon a wonderful day or week will pass? I am having that experience now. For the past 15 years my husband and I have been going to St. Maarten/St. Martin in the Caribbean for two weeks. It is a wonderful vacation, filled with great food, shopping and relaxation. Most years we have family or friends join us for some of the time. This year we were joined the first week by our good friends Pam and Butch from Alabama. They came for four days, and tropical storm Erika gave them an additional two days, and us that additional time with them.

I am writing this as these two weeks come to an end. Mike and I will be going home soon. I am usually ready to go home when the time comes, and I am this year as well. I do, however, usually fast forward in my thinking and wonder what the next year will bring. I am more aware this year than previous years that health and other challenges can interfere with our plans. Last year at this time I was very healthy and twelve pounds lighter. I exercise walked many days, and was able to do anything physical that I chose to. Soon after arriving home from this two-week vacation last September I developed bursitis in both hips, a condition that’s still with me. I give the bursitis most of the credit for the weight gain, and all of the credit for the pain that has precluded me from exercising. And these two are related. I can’t help but wonder what this next year will bring. And I am well aware that it could be worse than bursitis. I have always been healthy, healthier than I probably deserve. Although now with the bursitis I may have a little bit of an “excuse” to not exercise much, I could have taken better care of my body all along, including eating better and exercising consistently. But I can’t change what I should have done before now; I can only decide what I will do now. One thing I want to do is focus on the present, letting go of the past, and not worrying about the future. Easier to write about than to do, but I plan to do my best to live in the present.

The present is a gift, regardless of whether it is exactly the gift we want. Even with our aches and pains, we are alive, and some whom we loved aren’t. I am saddened by that thought, and humbled by the gift of life that I still have. Yes, I read the obituaries, and count! I hope that I am not the only one who reads the ages and counts. You know what I mean. And we also know how useless the counting is. Age is no determinant of longevity, although I suppose it is true that the older we are the more our days may be numbered. And it is also true that the older we are, the faster time goes. And dwelling on that does nothing to change it. So, it seems to make sense to make the most of every day, whether the days are in St. Maarten, or home doing laundry.

We are heading into the busiest time of the year, and could feel overwhelmed by all of the holidays that will soon be upon us. Instead, what if we take each day as it comes, and rejoice in it? If we remain in the present each day, making it the best it can be, we will be more centered and grounded. The peace and calm that will come from that one decision may be all that we need to enjoy the present, which is, after all, the only time we really have. Let’s enjoy each day.

Posted in Relationships | 1 Comment

The SAUCE of Choices

Posted on September 2, 2015 by Patti Fralix

SAUCE is all about choices. The best sauces are a combination of flavors and ingredients, not just one. And we vary in our selection of the “best” sauce, the one that is best due to our own taste. The same is true of other choices we make.

Marissa Mayer, Yahoo’s CEO, is once again giving us a lightening rod topic of conversation; the choice of the decisions we make regarding work and family. Mayer is pregnant with twins, and has announced that she will work as she did when she was pregnant with her three-year-old son, taking very little time off during her pregnancy and after her delivery. I can hear the uproar on many fronts, especially from other women. I am no longer surprised that women complain about other women and the choices they make, but I am always disappointed when it happens. (To some, this is referred to as, “eating their own.”)

We hear it everywhere. One of the best current examples is Carly about Hillary. If Hillary is also doing the same with Carly, I have not heard it. And yes, men complain about other men also, but not usually about their choices, and the impact is quite different. When women “eat their own” it creates a feeding frenzy unlike any other. Women still have too far to go to have a level playing field to allow their own insecurities about the choices they made/make to divide them.

Let’s establish some variables about this issue. One variable is that one of the most important outcomes of the Women’s Movement many years ago was supposed to be to expand the choices women had. While that has happened, many women are no more comfortable with those choices than they were previously. Many women remain conflicted about the choices they made in combining work and family. While that is understandable and should be accepted, what is not acceptable is to expect other women to make the same choices, or be labeled in a variety of negative ways. This is predominately an issue with women, not men. And it is an issue of socialization. It is also an issue more with middle and upper income women; women from lower socioeconomic status do not often have these choices, there is no choice. This is also true for some middle income families. But it is a choice and not a necessity for many other families, even if to exercise the choice would result in other less desirable outcomes. Let’s be clear about this. There is often more “choice” involved than we admit.

It is extremely difficult to balance a job with many responsibilities with a busy family life. But many people do it every day, without complaining or expecting other families to mimic their own. And what is the impact of these choices on the children from these different experiences? The best answer to this question is varied. We probably all know adults who grew up in the traditional family model; a dad who worked outside of the home and a mom whose work was the children and home. And although this model of work and family is no longer common, it should be just as valued as any other model. There are also families we all know in which both parents worked outside of the home and others, including day cares and other care providers, cared for the children. I know successful adults from both of these family models, and I also know “troubled” adult children from both. It is much too simplistic to think that this choice alone will determine the happiness or success of the children. If it were this simple, all of us could make easier choices about these matters.

The research on these issues seems to reflect that the more important variable is how comfortable one is with their choice, not the choice itself. And I think herein lies the basis for the animosity of some women toward the choices other women make. And herein also lies the solution to the problem. We need to be comfortable with the choices we make and stop complaining; stop complaining about our own situation and how that compares to others’. The most destructive of this complaining is not the venting to our friends, but the accusing others of making bad choices. Who are we to judge the choices others make? This is arrogance at its finest.

Back to Yahoo CEO Marissa Mayer. Her experience as a mother most likely is the reason she dramatically expanded leave for both new mothers and fathers. While her choice was to take two weeks leave with the birth of her son, she has not held others to her same standard. The maternity leave she executed at Yahoo is one of the most liberal for any U.S. company. While the choice is there, some will take advantage of it, and some won’t, for reasons that are uniquely their own. But please, do not use the argument that if the CEO doesn’t take advantage of the liberal maternity leave policy, others really can’t. Surely we have come too far for that thinking.

Marissa Mayer is a great example of a leader, improving things for others, and being comfortable with her own choices.

The question is, are we comfortable with ours?

Posted in Leadership, Relationships, SAUCE | Tagged choices, relationships, SAUCE | Leave a comment

We Are All Connected

Posted on August 27, 2015 by Patti Fralix

So much of our time we spend planning. But no amount of planning can prepare us for some things. This is certainly true for the loved ones of the Virginia TV reporter and camera man who were gunned down this week while doing a live interview. This latest tragedy reinforces how vulnerable we all are, and how our lives and the lives of our loved ones can be changed forever in a split second. It also reinforces how connected we are.

According to the reports, the man who killed these two innocent people had been an employee of the same TV station, and had lost his job a couple of years previously. His act of violence appeared to be aimed at the TV station, not the individuals; they just happened to be connected to the station. They lost their lives due to that connection.

It is too early to tell if there are people who knew the gunman who had any indication of his plan; we may never know that. It is not uncommon, however, for someone contemplating a horrific act to give some clues of those plans to others. It is also not uncommon for those people to fail to let the authorities know what they know. When this happens, a tragedy cannot be averted. Of course, when someone with knowledge of someone else’s horrible plans reports such, that is no guarantee that the tragedy will be averted, but the individual has done all they could be expected to do.

What sense are we to make of this recent tragedy? Some will point to mental health issues, and the need to provide more and better mental health treatment. There is the need for that, regardless of any relationship to such in this situation. People who are mentally healthy do not kill others, nor do they make threats of such. Family members who are aware that a family member, friend, or even an acquaintance has mental health issues that could result in danger to others has a moral obligation to let someone know of such, or to intervene in some manner. We are all too connected not to.

Some will point to the need for better gun control. Yes, we do need better gun control; most of us would agree with that, although there would be disagreement on the specific solutions. And as much I agree that “guns don’t kill people; people with guns kill people,” many will agree that there are too many people with guns who should not be able to get guns legally.

I am in no way implying that any of this was involved in the murder of the TV reporter and camera man. I have no knowledge of anything related to such. I am only mentioning these as variables that can be involved.

So, what is the point of this post? One point is my need to write about that which affects me, and this recent senseless killing affects me. Being a mother and a grandmother, I cannot imagine the grief of the loved ones of these two TV station staff who went to work on a day like any other, and were gunned down, never to see their loved ones again. I want all reading this to say a prayer for the families of these two innocent people. And I want us all to say a prayer of gratitude that we can hold our loved ones close, and never ever take that for granted. Our lives can change in a split second, and we could find our loved ones gone forever.

There is one more thing I want us to do. Look around, see who is hurting, and connect with them. It may be a teenager who struggles with feelings of inadequacy, and needs us to show we care. It may be an elderly loved one who lives alone, and sorely needs someone to just spend some time with them, just sitting with them. It may be a co worker who is negative, who it is easy to ignore, who needs to know that someone sees them as worthy enough to ask them to go to lunch. It may even be a child of yours who just needs you to put your phone or tablet down long enough to look them in the eye and give them your attention.

For we are all connected, and the connection should be positive.

It is now time for me to put this computer away, and spend time with my loved ones.

Posted in Relationships | Tagged family, friends, relationships, Virginia shooting, working relationships | Leave a comment

Reality and Renewal

Posted on August 20, 2015 by Patti Fralix

Last week I had the privilege of facilitating a strategic planning advance (my word for retreat!) at Auburn University. Some of my research for that and the insights provided has me still pondering. The Department head wanted some of the discussion to include resilience and renewal, since the faculty had just finished a very busy year, leaving some with feelings of overwork and needing to renew their spirit. (I certainly appreciate the Department Head recognizing the need for this, and making it a part of the session.) I could identify, not as much from a personal experience in my own work, but from many discussions with clients in the past few months. As I did my mental work for the session as well as research, I found some of the reasons for people feeling overworked and overwhelmed, and some solutions. My research included some information from my notes of a session I attended almost a year ago at a leadership session of the Outdoor Industry. The term VUCA was mentioned as the new normal. VUCA is an acronym for-Volatility, Uncertainty, Complexity, and Ambiguity. Just think about that. It rings true to others when I say it, and probably to you as well. And at the same time that there is ever increasing complexity, there is an aversion to complexity, with many feeling the need to simplify. That is probably the reason for the major success of the book, The Japanese art of Tidying Up. We are living in a global world, with an increase in global consciousness, and can no longer escape the political and economic unrest that is present on many levels worldwide.

In the US, confidence in public institutions including schools, churches and banks is at an all time low. As a result of all of the VUCA, there is an epidemic of fatigue. People are looking for solutions in many places. Many people are on a spiritual quest, for when the system doesn’t work, people look for higher authority.

Whereas spirituality is one way that some people manage VUCA, how people cope in general during times like this varies. Some people cope with significant stress with external means such as alcohol and medications (prescription or otherwise.) If one is clinically depressed or has other mental health conditions, medication is often needed and should be used. In the event of a major loss or other life changing event, such as the death of a loved one, medication (and hopefully talk therapy) may be needed for a period of time. For the rest of us dealing with daily challenges, the following are better ways to manage those.

13 Ways to Build Resilience

Have good, supportive relationships
Reframe – see problems as surmountable
Accept that change is a part of living
Have goals and move toward them
Take decisive action
Have self awareness, self regulation, and self efficacy
Be confident
Develop perspective
Be optimistic
Practice self care-good nutrition, enough quality sleep, exercise, etc.
Accept that failure and loss are a part of life
Do not look for your self worth in your job
Have a sense of purpose

Many people today are focusing on happiness, and finding that happiness does not come from external things. It never has. Current happiness research is even more telling about this. *Happiness facts: 40% of our happiness comes from our daily life and the choices we make. Our actions make a difference. Only about 10% of our happiness comes from our circumstances (income, environment, etc.) 50% of the variation in our personal happiness comes from our genes.”

To manage VUCA effectively and all of its consequences remember the wise words of Dr. Seuss:

“Be who you are and say what you feel, because those who mind don’t matter, and those who matter don’t mind.”
-Dr. Seuss

Posted in Leadership, Relationships | Tagged Auburn, business, Leadership, resiliency | Leave a comment

The “How” to Create the Best Culture for Your Business

Posted on August 12, 2015 by Patti Fralix

There is no magic to creating the right culture; it is simple, but not easy. Think of different businesses that are known by the masses. Apple, Starbucks and Chick fil a come to mind. All of these are successful, and all are different. Or, are they that different? Perhaps it is appropriate to first look at their similarities and see if we can discern some of the secrets of their success, and then consider their differences.

Apple, Starbucks and Chick fil a all have similar products to other businesses, but their products are usually pricier. People are willing to pay a premium for their computers at Apple, their coffee at Starbucks, and their chicken at Chick fil a. None of these businesses are really competing on price; the budget focused customer is not their target market.

All three of these companies have a certain vibe in their stores, and it is an energetic and youthful vibe, regardless of the ages of the staff. Another similarity is competent and helpful staff. They exude a certain confidence, confidence in their product and confidence in themselves.

All three businesses are very successful, and that is not by accident, but by design. From their Mission, Vision and Values statements (and you can be sure, they have those) to the daily decisions that are made, their strategy is clear. They hire, train, and promote people who can succeed in their particular environment. They also fire those who can’t or don‘t. There is also a level of consistency found in these businesses that is too often lacking in other businesses with same or similar products. For example, when traveling by car I usually choose to stop for lunch at a Chick fil a, and have not been disappointed. The food quality is consistent across state lines, and the staff is clean and friendly. I can also expect long lines in the drive through, regardless of the time of day, and I (even being impatient,) am willing to wait, for I know the lines move quickly. I also know that I will not find a Chick fil a open on Sunday anywhere, for the corporate Values preclude that.

Perhaps even more than Starbucks or Chick fil a, Apple is heralded as an example of greatness. People stand in lines for hours and even days waiting on new releases. Apple’s strategy of continual innovation (or planned obsolescence!) is well known. Although the cost of the computers can be more than 2x the cost of others, many people are willing to pay the difference. While for many years Apple computers were more attractive to creative types and the PC to business people, that is no longer the case. Apple has become more successful lately at widening its net and attracting die hard PC users. The security of Apple computers is well documented, and service problems are reported to occur much less often with Apple products than with PCs. And when service problems do occur, one can expect to talk with an understandable and respectful English speaking person.

So, how are these cultures created? First of all, by design. There is a clear strategy, and it does not include, “be all things to all people.” For the Apple, Chick fil a, and Starbucks customer must be willing to pay a premium for their products, and everyone is not willing (and it should be noted, some are not able) to do that. (But as for not being “able” to pay the premium price, one only has to see the guests at Disney who do not appear to be able to afford those prices to know that if the experience is valued, customers find a way to pay.)

These successful businesses hire the right kind of people, the kind of people who will represent their corporate Values to their customers. As an example, while extreme tattoos are common and visible on Apple and Starbucks staff, they aren’t on Chick fil a staff.

Then there is the issue of good Systems. There are many types of systems in companies, some technological, such as computer systems, and others systems, such as management systems and systems of communication. These systems in successful companies work both for the staff and the paying customer, which result in efficiencies, productivity and profit. The amount of money many companies waste due to turnover of staff and the exorbitant cost of advertising, hiring, and training, is nothing short of amazing.

The “How” of creating the right culture, the culture that will result in success for individual companies is simple: Strategy, People and Systems. Any weakness in any of these three areas will eventually result in failure for a company.

While this is simple, it isn’t easy. But true success is never easy.

Posted in Leadership | Tagged apple, business, chick fil a, how to, Leadership, starbucks | 1 Comment