Ask What You Can Do

Ask What You Can Do 150 150 Pedrotti's Ranch

Today, we celebrate the anniversary of a speech that was significant to the growth and development of our nation. It’s a phenomenal thing to consider that John F. Kennedy’s speech was so memorable and inspiring that we are still talking about it 50 years later.

It is our job to play not just a role, but a significant role so that the things we do today will show significance tomorrow, next year and maybe even in 2061. Let’s come together – not just as colleagues and businesspeople, but as a nation and a world. Let us individually build our character and work ethic so that we can continue to grow, help others and benefit mankind.

I feel like this speech was written for everyone who hopes and dreams. And quite frankly, that is every person. I am blessed enough to get to work in an industry I love where I truly believe that I can benefit others and enhance lives – perhaps it’s through great customer service or a well-executed event plan, but it allows me to work hard, give back and provide something of value for other individuals.

None of us are perfect. Our businesses aren’t perfect. Our nation isn’t perfect. But it’s our job to work hard, come together and make it better. Here are a few excerpts of Kennedy’s speech I enjoy the most, and I hope you, as readers, enjoy it just as well!

“So let us begin anew – remembering on both sides that civility is not a sign of weakness, and sincerity is always subject to proof. Let us never negotiate out of fear. But let us never fear to negotiate.”

“Let both sides seek to invoke the wonders of science instead of its terrors. Together let us explore the stars, conquer the deserts, eradicate disease, tap the ocean depths, and encourage the arts and commerce.”

“All this will not be finished in the first 100 days. Nor will it be finished in the first 1,000 days, nor in the life of this Administration, nor even perhaps in our lifetime on this planet. But let us begin.”

“And so, my fellow Americans: ask not what your country can do for you – ask what you can do for your country. My fellow citizens of the world: ask not what America will do for you, but what together we can do for the freedom of man. Finally, whether you are citizens of America or citizens of the world, ask of us the same high standards of strength and sacrifice which we ask of you. With a good conscience our only sure reward, with history the final judge of our deeds, let us go forth to lead the land we love, asking His blessing and His help, but knowing that here on earth God’s work must truly be our own.”

Holiday Hospitality

Holiday Hospitality 150 150 Pedrotti's Ranch

I think we all define the spirit of Christmas and the holidays differently. It’s something that is both internal and external. And I hope that it is with each of you this holiday season.

In the world of hospitality, we showcase holidays through the hosting of parties, creation of delicious holiday meals, playing of Christmas music, decorating from floor to ceiling and many other things. We have been blessed to share this month with a variety of different companies, organizations, groups and individuals. Each of them celebrates the holidays in a unique way. One of the things that is most important for us to do for each group that comes to share their holiday with us is to provide a great ambiance and a true spirit of cheer and gladness.

This spirit really shines through and makes the entire experience more invigorating and joyful. Whether you are providing a service, hosting a party, welcoming someone into your business or just sharing in togetherness and fellowship, be happy for the times you have with others and the unique encounters you experience during the holiday season.

Happy Holidays to each of you, and may the spirit of hospitality resonate through the holidays and the upcoming new year!

Let Humility Reside

Let Humility Reside 150 150 Pedrotti's Ranch

Being humble is not always an easy task. It is natural to discuss what is going on in our lives, our businesses, our progressions and our accomplishments. It also seems innate to speak of the things that go wrong and to complain when things aren’t going exactly the way we wish.

For this reason, and many others, it is important to let humility to reside within us. I’ll speak specifically from a business perspective – when times are tough, it’s easy to gripe; when times are great, it’s easy to boast. That being said, in tough times, the best thing to do is press on and persevere. Take responsibility for what needs to be done, and do it. Work hard, do everything you can to improve and help others around you grow. Find the elements of the business you can change and develop creative ways to change them. You CAN make things happen, so put on a perseverant face and forge ahead. Don’t blame others, and don’t spend time finding faults. Take action, work hard and push through the tough times.

When things are going swimmingly with your business, it’s easy to want to shout it from the rooftops. And we all love to share good news! I am not suggesting that we should not showcase accomplishments, but it is important to remember to keep a humble mentality. Remember that you are where you are because of the people around you, the sacrifices that have been made for you, the parents or grandparents who have raised you – the reasons are truly endless.

Use the good times to take note of what went right and what you can continue to do to make the path ahead even greater. But rather than spending your time boasting about your accomplishments, instead spend it thanking those who helped you to achieve – your staff, your spouse, your friends, your customers. In your accomplishments, be happy and celebrate, but also be grateful, show your thanks and use your successes to make you work that much harder.

Is it Business or Personal?

Is it Business or Personal? 150 150 Pedrotti's Ranch

There are two different ways to communicate to a customer:

  1. The Personal Level
  2. The Business Level

In any interaction both business and personal alike, there are things you must consider before you communicate.

  • Attention – Pay attention to the little things.
  • Courtesy – Be courteous to the customer with every opportunity you receive.
  • Acceptance – Be accepting of the customer’s viewpoints.

No matter what your purpose is in the communication you must realize that you are speaking with a human and take this into consideration in your business level of communication. By ignoring the personal side of any interaction you will often find a customer upset at the lack of attention, even if you have achieved exactly what they requested.

Core company values should be communicated to the customer, whether directly or indirectly. Any communication should make the customer feel satisfied. By properly merging both of these personal and business communication styles you can be sure that you are making the customer feel cared for and still are able to bring the business into the picture in a positive light.

When a customer is upset the personal level should be the most important level in the way that you communicate to them. When someone is upset they want to be listened to and feel cared for and appreciated. The business level of communication might not show this care and attention that the personal level will. If you only show a rigid business perspective, people will often feel turned away from your brand.

Regardless of the situation – make sure that you use these two styles of communication in an appropriate manner. Determining the right communication for the right time is the key to delivering effective messages, discussions and conversations.

[Veterans Day Note: On this marvelous day – a special thanks to all of our veterans who served and are serving our country. We are appreciative of your sacrifice and devotion. Thank you!]

The Disney Key to Hospitality

The Disney Key to Hospitality 150 150 Pedrotti's Ranch

Customer service in the hospitality business is a key element for any successful business. Walt Disney has discovered one of the best formulas to a successful customer relations atmosphere. The Disney way has been a benchmark for customer service for more than twenty years. The Disney corporation maintains four keys to its customer service methodology that helped it to become the customer service leader it is today.

  1. Legendary attention to detail
  2. Exceed  expectations
  3. Theme, theme, theme
  4. Be guest-centered

Disney encourages a solid, well thought out recovery response to any and all customer complaints. When things go wrong, this allows the employee to transform an unhappy customer from a one-time user to a loyal customer. Problems are viewed as a chance to create an opportunities. Many employees view a problem as a hassle or a negative event and do not realize that is a unique opportunity to improve the image of the company.

One of the biggest principles that Disney practices is employee relations. They encourage employees to demonstrate spectacular relations with their guests and also their fellow co-workers. Treating each other the same way that the employees would treat a guest is a beneficial way to boost morale within the internal workings of a business.

Disney’s formula is:

A quality guest experience + a quality cast experience + quality business practices = THE FUTURE

Practicing sensational customer service, such as courtesy and etiquette, can and will improve your company and its image. Have a helpful attitude and accommodate each guest who enters your doors, and you will find success.

Broaden Your Tunnel Vision

Broaden Your Tunnel Vision 150 150 Pedrotti's Ranch

There has been a shift in recent past of the focus of corporate vision. Previously, employees of corporations operated under a left-brained, one-way system. Many managers did not use a right brain style of management because that style has emotion and critical thinking.

There has been a new age created within management – the conceptual age. This perspective still uses numbers and left-brained thinking, but it also embraces right-brained, inventive thinking. Conceptual thinking demonstrates that you do not always have to follow the script of a play as long as the book has the last scene plays out the way it should – a different means to the same, positive end.

Many managers, coaches and leaders will find themselves stuck in the mindset that there is one way and it is the only way. What they do not realize is that new ideas keep a company motivated and forward-thinking. The constant innovation of ideas allows a company to become more efficient and resourceful, translating into increased initiative and enhanced production.

Break out of your tunnel vision. Find new ways to create positive and progressive results. Brighten the internal and external image of your company and take risks. Listen to all of the voices of your company – not just one. Each of the members of your corporate team has a different background with a plethora of experiences and ideas. Encouraging the use of these ideas can amount to great things. It’s time for all of use to broaden our vision.

Water, Nurture, Empower

Water, Nurture, Empower 150 150 Pedrotti's Ranch

Consider a blossoming tree. Its roots are generally not visible from the surface of the tree. There may be a few at the top, but the rest are below the ground working hard to sustain life for the tree. It is hard to know the status of each of the roots – if they are holding on by a thread, reaching out for others to try to gain stability or strengthening the tree by enhancing its growth and nutrients. Each root may operate separately, but they all have a common goal to give the tree life. In order to do this – they need to be watered, nurtured and empowered.

In a business sense, your team of staff and employees are the roots of your blossoming tree.

Water: In order to help the business grow and flourish, your staff members must be in an environment where they can thrive and use their best talents. Create a positive workspace for your team by ensure that they are comfortable with their creative work area and their operational work area, respectively. Help them help themselves by providing them with the appropriate tools they need to succeed. Ongoing communication is vital so you and the employee are always in sync.

Nurture: Encourage your team members. Cheer for them. Provide guidance for them when they need direction or correction, but remember to also pay attention to positive steps and good work. Tell them, “Job well done!” Take them to lunch on occasion. Lead by example – show them how to inspire others by inspiring them. Remember their birthdays. Show them your gratitude. Find out the best way that they receive this gratitude and tailor your encouragement and kudos to each of your employee’s needs.

Empower: When your employees progress and succeed, empower them to own their tasks and assignments. Before you provide your respective employees responsibility, be sure you have confidence that he or she has the right skills, knowledge and resources to do the job. Make sure you have expressed that to your employee. While your employees should feel empowered to succeed, they should also know they hold accountability for their work. And hold yourself accountable as well. It is okay to make mistakes, but you should coach your employees to accept responsibility and learn from those mistakes. In doing this, they will learn, grow and eventually be in the position where they can empower others as you have empowered them.