HispageTONOway

Businesses don’t do a good job communicating before damage control

I am rather disappointed that as a business Sprint didn't let me know ahead of time of their 2012 release of the HTC EVO LTE phone was delayed. I was reading news articles about the phone and discovered the news. Finally, in the evening last night, there was an official response from the wireless company. Sprint announced that they don't know when the phone will be released.

I have noticed many business practice the same thing: they wait till a problem or crisis happens, and then we react, and communicate. Instead of promoting the release of the new phone, the company is dealing with poor PR of not sending out the information prior to the delay of the delivery of the phone. I wonder who runs these companies.  In their senior leadership position, I know I would do a better job.

---May 17, 2012 at 3:27pm

April 2012: Politics 1) Pick a US President out of these two? ... Are you kidding???

After finishing my shift at work early this morning, I read on my smartphone that Republican presidential candidate Rick Santorum decided to suspend, essentially, drop out of the 2012 Presidential race.  Santorum had 202 delegates, Mitt Romney led with 591, Newt Gingrich has 133, and Ron Paul has 27; any candidate needed 1144 needed to win the Republican nomination.

I am really disappointed about our nation.  Because the selection of the candidates for the leader of our nation is down to two leaders for a little less than seven months: President Barack Obama -vs- Mitt Romney.  

Let me admit that I am not really enthusiastic about this year's presidential election.  Just like the last presidential election, it's a ho-hum type of competition--no one really to cheer and really campaign for.  I just find it really hard to believe that out of all the people we have in our nation, these are the best two leaders with/without character, and the best ideas that we can put forth to get our nation out of the mess that we have all allowed!

---April 11, 2012 1:37pm

Finally, the top 7 personal stories of 2011 ...

A little late, but today is the day that I finally announce my top 7 personal stories of 2011.  Turning the year, 2011 ended and 2012 began with me at work.  I didn’t mind because I had Christmas Eve 2011 off.  Then, there were hopes as I began the 2012 New Year!  But then there is more and more expected from leaders these days.  So that is where the challenges are for me in the coming months.  Last year, once again, there were some surprises that I didn't expect, but other things that I hoped for the changes to happen.

The # <7> personal story of 2011 …
Tornadoes scoot by locally in April; no electricity for a couple of days. It was one of the first times I was without electricity for over a day. Let me tell you, it was a period of time without electricity that I will not forget!

The # <6> personal story of 2011 …
Leaving the CB. There were months of uncertainty and the unknown of where I stood with the senior leadership. Most of the issues I would admit were solely my responsibility. I know as always, I committed the best I could offer. As much I like the fact that I resigned from the CB, I will miss the hard working team members I left behind. The good thing is that I can now stay in touch with their lives on Facebook. I learned that it's about the people, supporting what is best within them that anyone has to nurture and encourage. There is no doubt that helping someone be the best that they can be is more important than anything else.

The # <5> personal story of 2011 …
Multiple visits to Orlando, FL. First, it was a trip for my continued training for my present leadership position. The second opportunity was a four-day visit to the area with my Sunshine to visit Walt DisneyWorld and the Universal Studios/Islands of Adventure. We ended up riding theHarry Potter and the Forbidden Journey™ ride. So, after two visits to the park, I can say that I got the full experience of the park from the Dragon Challenge™ last year to the Harry Potter and the Forbidden Jourrney™ ride this past year. We even got to listen to the majority of a concert by Manhattan Steamroller at Universal Studio!

The # <4> personal story of 2011 …
Moving on from the CB.  I learned a lot from my three plus years working at Cracker Barrel, the old country store. I have no doubt that it has helped to assist me in everything that I am committed to do as I focused on succeeding in my role being employed at one of the top Fortune 350 companies in the USA! I am looking forward to the possibilities. I have options to transfer moving up to mostly any state in the nation. I know I can't beat that!

The # <3> personal story of 2011 …
Visiting the Islands; Sunshine's second time around. The first trip was in 2008. This trip in August turned out to be another interesting visit. I am disappointed that I didn't get to visit with several friends who I tried to meet up with; however, because I couldn't get a hold of them, or because of scheduling, I didn't get a chance to see them. I thank my wife because she allowed me to eat all the Hawaiian food--poke, lomi salmon, lau lau, and poi--I wanted. And, boy, did I fill up! It might have to last me at least a couple of years!

The # <2> personal story of 2011 …
Discovering Evernote. ... Where was this program when I needed it years ago? Of course, the Internet wasn't in existence back then.  This software allows me to type something into my smartphone, and it automatically updates into my laptop with an Internet connection! Awesome! I keep a lot of my notes in this program. It even keeps attachments of .pdf files right where I need it with the heading of the notes. The cool thing is that I can do a search for a particular thing and it will even search within the .pdf file.  I think it’ll be interesting to see all the different places on the map where I have visited all these years.

And the # <1> personal story of 2011 …
Introspection ... Constantly taking that inside-out look of my personality and character. I finally realize how it feels when I believe I am responsible for everything that happens, and constantly I am asked to take that inside-out look. I realize that it's the new leadership mode of committed to working.  I have no doubt that this will be the start of the process.  It’s all about realizing how my actions/inactions affect others, to make the changes needed to leave others’ lives better than when I first met them.

Seven more days .... on Hawaiian time

As my wife would say, I'm always on Hawaiian time.  So in that tradition, I thought that I would share with seven more days in Hawaii (six in the eastern time zone) till our vacation, the seven different measurable ethic races in Hawaii, according to http://www.city-data.com/:

• Asian alone - 187,804 (50.1%)
• White alone - 78,766 (21.0%)
• Two or more races - 53,351 (14.2%)
• Native Hawaiian and Other Pacific Islander alone - 24,333 (6.5%)
• Hispanic - 22,059 (5.9%)
• Black alone - 7,670 (2.0%)
• American Indian alone - 121 (0.03%)

Of course, I am part of the 50.1%.  In the city I live in Asians make up 1.7% of the population.

Overcoming customer service gap ... suggestions from NASCAR

In my last post, I challenged companies, like the one I manage, to offer superior customer service.  I know every day I noticed how challenging it is leading team members to be the front line people who offer customers the service that they expect to continue to keep on coming back to our business.  I have a suggestion.

Let me comment about it from a different point of view from the years of experience that I have in the industry that I work in, without criticizing any one particular company, because every single company has good in their operational systems.  I am more certain that if I were an owner of a company, I would offer the employees all the technological resources available to make them more productive, to eliminate all the useless paperwork necessary.  The technology is out there to be put into practice.

I read in many places, and I know human resource departments in many companies listen to their team members who says that being happier at work and a good quality of home life, makes more productive team members achieving shareholders' objectives.

Let me say that there is no doubt that there is too much information in the world.  In the restaurant business, it's getting more intense with our role in the business and what is offered as support.  Weekly upper leadership expectations are changing every time with the they-want-it-all company results for the short-term as well as the long-term.  They want it all!  All the chains are asking for more from their "leaders" with less resources.  And with Wall Street increase year-to-year profit margins, it makes it more challenging.  I will tell you that I am spending more time than when I started this gig teaching employees about what constitute working hard and trying to coach employees about what's right and wrong in the work force.  I would even question most of the IT departments that they are not using the technology to make it easier for all of us to manage their resources more effectively, so that their leaders within any company will have higher job satisfaction scores.

I have a few suggestions that I would like someone to listen to help to get more productivity out of me.

• Create a software program to communicate to all team members when they clock in/sign in to work.  Let the leaders accountable for that particular unit communicate clearly and at the beginning of their shift what they are expecting from our team members.

• Offer individual store leaders the state of art software that will track labor on a real-time basis.  Projected sales and labor would be entered.  The actual sales and labor spent would be compared with the projected sales.  I remember one company that on the manager's dashboard would offer in real-time where labor is on an ongoing basis.  I, also, remembered a company that showed by team member what they were scheduled -vs- what he/she actually worked.  Since labor is the number one way to control profitability for any restaurant, let us utilize the technology for our advantage.  It is true that more often than not on a daily basis, sales projections that we plan always varies than hit their mark.  With the constant change of new information, the real-time data changes, too.  This is necessary so that we, as leaders, can change our decisions--either let team members go so that the restaurant retains its profitability, or keep more staff on because isn't higher sales coming into the unit.
• From the top down, offer a program to offer the "numbers" that will be universal from top down.  In most of the companies that I have worked for, I have spent more than an hour a night to get reported figures at least something on a daily basis.  Why am I not spending more time coaching and following up on behaviors that will improve the customers' experience?  Instead, I am spending time at the end of the shift typing in numbers that a computer can do, and make the company more productive and profitable.

When companies can provide their leaders the top of the line technological advances to at least monitor labor numbers in real-time, and roll up numbers for the upper management, it will be a step in the direction to focus on the customers' experience while increasing the company's profitability.

I reflect upon an analogy of where I work and my hobby.  It's sad to think that some of the NASCAR owners have more technological advances than restaurant companies, who have more assets than most of the motorsport owners.  Most NASCAR teams during the race through telemetry can find out how much how fast the car is going, how many RPMs the engine is performing, miles a car could travel, if it has enough gas to make it till the end of the race.  (Through the Internet, through NASCAR RaceView, most of that information is given to the fans.)  Even with restaurant companies' resources, I have rarely found a labor management system that encompasses all the information that, I believe, would be the tools to effectively execute a superior customer service experience, and get the most out of team members productivity.  I know that I could figure something out that would help to balance the two competing elements of effectively running a great customer experience shift while making the company the year-to-year increase in profits.

How will the results be measured?  Just like an entertaining afternoon or evening at a NASCAR Sprint Cup event, it would depend upon the well-executed use of the talents involved at the restaurant unit to create a good dining experience for the customers, and, at times, how entertaining the entire experience was for all.  From the company's point of view, it would indicate an increase in sales growth, and well-managed labor systems.

Customer service??? ... Two examples ... NOT!

Sometimes I wonder how our businesses have survived with certain examples that I have experienced recently.  When I'm playing the role as a customer, I haven't been impressed this past week.  I am more than convicted that more and more employees don't have the pride and passion to do a good job.  

I have remained loyal to the companies that I am on a yearly basis.  I have dealt with two companies lately that has disappointed me.  Now, I am not sharing these companies because I have changed my opinion of the two that I do business with on a daily/monthly basis.

First, let's start with the company that I have blogged about for a long time: Sprint.

I started the conversation with the company because one of the connection card that we have the contract was to expire.  I thought that I would walk into a store and see if they would offer me a deal on a tablet, at least at a discount than what the market value is.  Upon walking into the store, I was told that if I wanted to cancel a phone line, I would have to call customer service; she told me that it needed to be done over the phone.

Companies have procedures, like Sprint (I know that all companies have them).  I was told that I am not able to walk into a company store to terminate a phone line.  I had to "call" customer service.

After this disappointment, I was relieved to hear that they were going to give me a discount, and the representative that I was talking to was going to call me back after I discussed the offer with my wife.  The next day he didn't call back; I had to call Sprint.  Again, I was not happy with those circumstances.

Because of that follow up in service, they offered me an additional credit on my account, provided that I purchased the tablet.  When I did, I still didn't see the credit that was promised.  I e-mailed a reply to the customer service representative.  She didn't reply back.  Once again, employees who don't have the pride and passion to do their job right.

In the end, everything worked out to what was promised and my wife has received her tablet.  That's the main goal from all I went through with the company.

The three main reasons why I am staying with Sprint is because it sponsors NASCAR Cup series, and I am familiar with its options--and it is the lowest priced company for what is offered.

The second company is: FedEx.  It's only because of the service my wife and I received when we were in Memphis.  It was horrendous!  The last couple of days were pretty difficult.

I ordered replacement cartridge for my printer that my lovely wife presented to me two Christmases ago.  I couldn't go to one of those companies, like Cartridge World, that have replacements on a discounted basis.

I was called on Tuesday saying that FedEx couldn't deliver my order because FedEx doesn't deliver to a P.O. Box, and Dell specified on the order that it cannot be held at their distribution center.  I called after getting off from work and was told that I had two options on that first phone call: pick up my package before the local FedEx distribution center closes (which I was told closed at 9:15pm); or provide me with another physical address so that it could be delivered.

I arrived at the distribution center a little before 9pm.  It was closed.  It closed at 8:15.  I called the main customer service number.  Now, they told me that I could pick up the cartridges on Wednesday.  I didn't understand the discrepancy.  I told them that I was going to call back on Wednesday morning before I head over to the distribution center again.

Late this morning I finally received what I ordered after all the mixed messages from the company.  I have no doubt that most companies suffer from communication issues to really deliver the "WoW" customer service that all company aspires to achieve.  Until they can bridge this communication gap, companies will not gain lifetime loyal with any customer.

I am sure that you all have companies that you have been loyal to, and have let you down one way or another along the way.  I realized that the common thread between these two companies is that employees don't have the pride and passion to do their jobs as the higher, competitive standard is these days.  This has to change for the sake of continuing to lead the world in business.

Evernote rates a 4.5 out of a 5

I have been using Evernote for over three weeks.  I would recommend this proprietary software for your computer and smartphone for your needs.  I am planning on using this tool to keep track of everything that I have to accomplish, everything that I need a record of.  The last several weeks, I have been trying to use Evernote as much as I can to get a feel the advantages and disadvantages.

The Franklin Covey system always suggested having all your notes in one place.  With Evernote, I will be able to do that as best as I can, especially, with my electronic planner the Franklin Covey PlanPlus, and the use of my smart phone.  The information that is in my laptop will update to the Evernote server, so that I can access the information on my HTC EVO 4G phone.  There are some unique ways that I have to copy and paste some of the information, tasks, goals, thoughts, or feelings.

These are the functions that I like now.

• When I start a note, it automatically puts a time stamp on it to log when I started the note, instead of me inserting the date and time, as I used to before when I wanted to keep track on what happened when.  I started reading two books that were on my development plan for work. Now, it automatically places the time and date on when I'm reading certain chapters.  And the notes are where I can specifically find it to review what I just learned.  I finished the first book; I am going to tackle the second one. 
• It helps log a lot of activities that I want to keep as milestones dates with the bullet point above.  
• I can sync notes up from my laptop and my HTC EVO 4G phone.  The only disadvantage of my plan will be the short life of my smart phone battery.  It's good that I have a spare battery and a backup charger.  I wish that the next generation of the HTC EVO 4G phone will do a better job in its battery life.
• I have attached files to my pdf.file notes so that it's in one place.  I just went to Costco recently and scanned and placed the receipt in a folder where I can find it.  I thought that I would keep track of all my bills.  I thought I would scan the receipts and keep it as a record.  I saved it to a PDF file, and then attach it to the notes.

I know that some of you might not understand putting all your information in one system.  The only thing that I wish that Evernote would do is offer a prioritize system that can be just like the Franklin Covey system (i.e. A-1, A-2, B-1, B-2, C-1, C-2, etc...)  Ask my wife, I need all the help I can get to remember stuff in one place!  Evernote does it for me!

Aftermath of area without power and change in work location ...

It's been a very busy week since the last week of April when the tornadoes stormed through the area which affected so many lives.  Unfortunately, for some lives were lost in the region.  It's a very sad for some.  I read a few hundred people are missing in Alabama.  In Memphis, where I used to live, there is flooding going on with over 1000 given evacuation notices as the Mississippi river overflows.

Just yesterday, it was my last day working at the store's location of the company I work at on a daily basis.  It's a sad day, but it's all part of life, as it directed to mold me to be more what I need to be!  I will have more to say later at the beginning of next week.

During the first days since many people in the area didn't have power--including my Sunshine and I at home--the restaurant I managed was overwhelmed with business.  It has been a busy week.  On the 27^th of April, I ended up working full force for fifteen hours straight.  There has been other restaurants more busier than us.  Over 1000 workers arrived from out of state to help fix the damage delivery of electricity in the area. Right now, there are less than 1000 homes and businesses without power.  This is really down from the 119,000 that lost power, more than half of the company's customers, after the storm passed through the region.

What do you do when you don't have power?  These were some of the challenges that I faced.

• Taking a clean hot shower was an issue.  We had to make a trip to my brother-in-law's place less than a half an hour away before work.
• Charging my Sprint HTC EVO.  Fortunately, I had my Solio charger.  I have a review here. Fortunately, the restaurant where I worked had power so I charged the unit, and it helped to charge my phone elsewhere.  It helped that I had my car charger, also.  I had to do that because I couldn't use my laptop.
• Having lights in the apartment.  It was living in the dark.  The only good thing was living by candlelight and my flashlight on my wireless phone.

Let me say that I am blessed to have the amenities that we take for granted.  I think we really don't realize how dependent upon electricity.  I'll have to consider other ways to power our needs.

It goes to show me on a constant basis that I have to work a way around the technology we know to make it work.

It certainly has been a weird week because earlier this week waterspouts had been seen in Hawaii.   There was even 40,000 lighting strikes over the Islands.  I don't remember another time that has happened in the Islands.

It has been an interesting two story at the same time, like no time before during the last ten days.  Others have more intense story with loss of life and homes and memories, which is more tragic.

Professionally Sharpening my saw & working on changing the Hawaiian Island time for my wife

I have received text messages from a couple of friends, one of them, my best man in my wedding, I haven’t heard for a long time asking how have I been or just saying "hi."  I appreciate you checking up on me.  I am learning a lot about myself, sharpening my leadership skills by taking an inside-out look at my life (because we can always sharpen our professional saw), working too speed up the on Hawaiian Island time to become a more loving husband (which I didn’t know is such a challenging role), and hopefully, looking forward to executing a plan for the years to come.  The turning point storyline of 2010-2011 is still developing.  I cannot say that it’ll come to an end anything soon, because I realize, now, it’ll be always changing.  It’s all about the changes that I need to make to mold me into a person that represents who I want to in the end.

I have figured out how to achieve what I need for any circumstances.  I would like to share what things I would like to assist me in achieving those objectives.

• Deeper conversations that goes beyond the surface, casual conversations.  I noticed in my conversations and on most social media networks; there is so many surface and meaningful conversations.  I know that the reason why many don’t want to have a deep conversation is because it’s a trust factor.  If I am not to be trusted, let me know, I am willing to make amends for anything that I have done to offend you.  I am told many times that I overthink issues too deep.  I will work on being a little simpler, because I know; I could make life too complicated.  But will more people meet me halfway, by thinking deeper?

• With the technology that we have, we should be able to have serious dialogue with each other to clear up any miscommunication we may have in any given situation.

• It would be great that as a team, there will be a technological link with a planning program, like Franklin PlanPlus Online, so that everyone is on the same page.  The entire team would know what the other members of the team are up to on a daily basis to the work company’s mission statement.  If one of these technological tools cannot be used, I know, that I’ll be able to adjust to whatever tools that I use to ensure that the team is bonding.  This will be proper use of our time.  This will be an investment well spent on any company.

Let me say this about what is going on right now.  I have to admit.  I am thankful of the technological advances now.  I remember days in Hawaii when to get the news, I traveled to the local post office in Makiki to pick up my USA Today that arrived a day later.  I remember keeping in touch with friends and family who lived on the mainland, when I lived on the Islands, by mailing a letter by US mail.

Now, I can check the news on my wireless phone instantaneously.  And, I am keeping in touch with friends and family by the Internet with my blog and through Facebook.  I discovered another Web site that will help me with my memory, Evernote.

Until I get a stopping point of this 2010-2011 storyline, I am not able to give the context necessary of the complete story.  Let me say, though, I am learning a lot about myself.  And I know that the changes I am making in my life are worth it for eternity.

Wireless Control is not friendlier or more efficient …

I’m a little concerned about AT&T purchasing T-Mobile.  I have always had concerns about any business that has a monopoly over one sector of our economy.  I try not to support the number 1 company in its field.  AT&T subscribers had problems with their services during the tsunami warning in Hawaii earlier in the month.  If the Federal government approves the buyout, it would mean that the AT&T and Verizon Wireless will control over 75% of the wireless business, more than four times as much as the next competitor, Sprint.  More control and business in market share doesn’t mean that subscribers will get friendlier subscriber service or more efficient technological services.

Call me stubborn, but I will stay with Sprint.  It’s the loyal thing to do because overall they have been good to me.  I support the network because of their support of my favorite sport, NASCAR.

I’m wondering how the T-Mobile buyout will really work out, as AT&T proclaims, now, but it has been my observation that when companies have more monetary control, it’s not good.  Just look at the size and power of the Federal Government.