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Show Up. Or, Why Omelets Don’t Matter.

Note: this is a classic post from July 2012, hope you enjoy.

We’re all presented with a thousand decisions in a day – even the ones we don’t make are technically decisions – and I observed a few today and I thought I would share as I feel they are:

1. Completely random – so a good example of our lives.

2. Indicative of a theme I’d like to touch on – but let’s not spoil the fun just yet.

First, we have a Bistro at work which serves between 4 and 12 thousand meals a week. No biggie there, we’re getting quite good at it. One of our front line people is the best – totally awesome. She makes remarkable omelets with the deft precision of a Samurai, that happens to hold a personal grudge against unborn chickens.

Mmmmmm Omelet

 

 

 

 

On this particular morning we’re hosting a large sports camp which features 120 kids and assorted coaches. Towards the end of breakfast this omelet samurai asks me if she can make one of her famous omelets for the Head Coach (it’s his camp) as she wasn’t sure if he paid or not. This concern was voiced directly in front of said Coach whose business we’re eager to retain – omelets are never extra with breakfast.

Second: I’m told that we reportedly rebuffed a new Resident who relayed that their AC was not in working order on Saturday. As it didn’t constitute an “extreme emergency” we told them to wait for Monday. For those not familiar with Florida in late July, allow me to put down rumors about the unending cold front we experience during this time of year. In fact, we have Emergency Maintenance defined as “No AC when the temp outside is over 85 degrees.” I believe it was 99 on this particular day, though it could have been 93.

Third: A Senior Associate informs me that a parent is on the phone and wishes to renew their kid’s lease under an old offer letter we sent out weeks ago. The current offer is a much better deal for the Resident/Parent and we always offer unsigned leases the current deal.

It's that easy

So, what do all these have in common? This question haunted my entire day.

 

 

At my old place of work, we had these portraits of all the employees on the wall and each had a quote that supposedly the person lived by. The majority said some fluff like “Seize the day” though one stood out to me for its simplicity and eloquence. It read simply “SHOW UP.”

I thought “Is this good?” and let it marinate. Then, after a half hour, I grilled it up with some delicious business acumen and served it with a glass of “OH YEAH.” The words were from a new friend named Dan O’Connor and I couldn’t help but roll around in their brilliance. SHOW UP! How deep did those words go?

The decisions I cited all shared a lack of “showing up” – not in the physical sense, but in the other, deeper sense. Of being mentally “there” where things really happen. I’ve come to appreciate that the big difference between getting it done and saying we gave it our best, is the belief that by simply standing our post, that we’ve managed to “show up.”

Not by a long shot.

It’s not stupidity or ignorance of lack of experience – these three individuals are all some of our best. Seriously, I tout their drive and desire constantly. This was a case of not being there mentally, in a moment, and that’s all there is.

Make the omelet! Paid or not, who cares!? I’ve never beaten or punished someone for giving away three eggs and some veggies! Take a chance! On the guy you KNOW is the “The GUY” we’re trying to impress. Don’t call him a cheapskate in front of his face!

What, exactly is “an extreme emergency” pray tell? As opposed to a regular emergency? Which we don’t care about? If Weather.com tells you it’s 83.5 degrees outside and they’re not happy, call it in!

They want to renew and you want to pick a fight? Over someone giving you their hard-earned money? TAKE IT! By any means! Make it EASY for them! Fall all over yourself to accommodate them and make them happy! That’s what we do!

I felt failure today. Failure in transmitting the message. I often state that “It’s the spirit of the law that matters, not the letter” though I recognize not everyone hears this message. That is my fault and it’s my charge to make sure it’s known, and known well. Not with bigger bull horns, but with a better plan – not more regulation, but with more discussion. Conversations build empires and right now? I have a fiefdom.

“The single biggest misconception about communication is the belief that it has occurred.”

You deserve to be recruited

 

You’re talented, you’re just not industry-famous. Yet.

You’re probably not even looking for your next opportunity. But wouldn’t it be nice if your next opportunity was looking for you?

That’s why we exist.

We’re student housing veterans, curating talented candidates for industry leaders. By pre-qualifying candidates and presenting only those we feel would be a great fit for the culture and location of the job at hand, we save time and effort for employers seeking to find their next rock star.

We’re confidential, free to talented candidates, and focused solely on the student housing industry.

Hiring Managers: You have incredible turnover, and the process of finding talent is tedious, and often unfruitful. We seek to help you quickly identify talent where you are, that’s pre-qualified, and a great fit for the culture you’re trying to build.

tphiring

We know all of this because we have around 40 plus years of experience at all levels of the industry. Creating a space for top talent to congregate just sounded like an amazing opportunity, so that’s what we did. We’re continuously refining our searchable criteria, and working on ways to best help your new career move find you.

Not a rock star yet? Are you a Leasing Agent, or CA, and thinking you want to make student housing a career?  We want you too! Among the toughest gigs to fill are Leasing Manager and Marketing Manager positions. We’ll be looking at you if you’re interested in making that step up.

Because privacy is essential, we let you make the decisions. Don’t want to put it on blast that you’re open to a promotion to the next level? Great. Sign up with us and let us know to contact you first to gauge your interest. It’s that simple. Or, if you’re wide open to having us share you with the world, we’ll do so when we find a job that sounds perfect for you. The point is, we’ll only share what you want us to.

It’s a new age, with new rules. You deserve to be recruited.

Let us know about you in as little as sixty seconds and we’ll be in touch for more info. Know someone in student housing? Send this to them to share the love. TalentPath.com

 

Business Culture, Prime Directives, and killing John Connor

I got sent this email yesterday, which was one I’d sent some three years ago while at CVI-Orlando. At the time we were six months into a $2 million renovation, and working concertedly to establish a new culture.

When you’re trying to build culture, it’s important to be honest and authentically one’s self. People loathe artifice and inherently move away from it. This email happens to be “me” in written form, and I think it was evident of something that’s worked for me over the years. People know it’s not just some corporate policy I’m being forced to endorse while a concealed derringer burrows into the small of my back, but something I full-throatily support.

I offer it here at as an unedited look, an example, of how I believe in communicating with my teams. Also, I just really crack myself up and I can’t get enough of my choice of analogy here. How great is that hipster John Connor meme?

Big thanks to Larry for 1. Having kept this all these years, and 2. For thinking of me enough to send it to me now. It was a nice laugh during a really busy time and a great glimpse of some of the most fun I’ve had during my career.

Ourmission

ourmission2

ourmission3

Apartment Video Maintenance Tips, Made Easy

I hate when things break around the house. Having bought my first one three years ago, I’ve often found myself in the position of trying to figure out how to repair various issues on the fly. With YouTube as the Time Life books of our generation, there haven’t been many things I’ve needed to call someone for.

A light bulb came on: quick access, to short videos about common maintenance issues, would be wildly helpful to our Residents. Housing college students means that necessarily a good number of them have never; done their own laundry, run a dishwasher, or unclogged a toilet. A website that explains how to do it themselves is a non-starter. Ditto for a manual or handbook. For Millennials, video is king. Even better, every one of them come with a mobile video player permanently affixed to their hand. How do you leverage that?

We worked on a series of videos with important questions in mind: What’s the vital information we’d want someone to know in a moment when they need it most? What are the types of calls we get all the time that take seconds to fix? Resetting a breaker, a GFI, unclogging a toilet, resetting a garbage disposal – all the easy stuff that a Resident could do themselves in seconds, if they only knew how.

Important to the project was making sure we didn’t make each video too long, or make it complicated in any way. A three minute run-time would kill our click-through rate. Most of our videos are 20 seconds or less and specialized to whatever you’re looking for in the moment.

Knight Circle's new magnetic QR code/short URL sheet for fast video maintenance tips.

Knight Circle’s new magnetic QR code/short URL sheet for fast video maintenance tips.

You can either scan the QR code with your phone or type in the short URL for each area of the apartment, and then you’ll get a playlist of videos to choose from on our YouTube page. At first, we toyed with the idea of stickers on each appliance or area of the home with a quick link to a video specific to that item, but this quickly proved unwieldy. We settled on a 6″x9″ magnet that could be placed on the fridge in each unit – an area where it’s likely to survive and be ever-present in our Residents lives, but not intrusive.

Starting this August, we’ll be placing them on each Fridge as we complete our final inspection walks prior to move-in and dropping some info to look out for them with our new move-in email.

Our mission states that we seek to simplify the complicated and we think this is a huge step in that direction. By allowing our Residents to quickly learn easy lessons about apartment maintenance, and by relieving the work load for our Technicians and CAs, we can free up time better suited to proactive items that really deliver value.

Solves All Your Problems

jetpack_original

Unfortunately, you can’t just fly away from all your problems. Yet. In the meantime, while jet pack technology becomes affordable, why not focus on a few things you can fix this week?

It’s a Monday and that means a fresh look at our systems and issues. We’re never done perfecting the secret sauce that makes up our processes. So instead of flying off, have that conversation with those closest to you and find out what you can do to make your lives better.

BTW, if you like the comic, it’s from Poorly Drawn Lines a web comic I think you’d dig. Buy something. It’s a funny strip.

Post-it Note Art – a Great Alternative to Painting Your Place!

Robert H Myers

Admit it. On a lazy Sunday you occasionally find yourself watching those home redesign shows. It’s ok, everyone does it. It’s cool man, relax! The biggest issue with these shows for a lot of us is we don’t own the spaces we’re living in. That means whatever we do to them, we will have to undo when we move – and more than one of us has primed back a wall on move-out day, cursing whatever possessed us to paint it chocolate-brown in the first place.

There’s some really neat DIY stuff you can do to your place that is non-permanent and, it can actually serve as an interesting conversation piece. The best part? You can change it up as often as you want with nothing but a little time! Fear of commitment? Alive and well!

Koopas beware!

The options are literally endless: There’s the “Mario 1” image below, or you…

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Andy Warhol Has Advice For You…

sowhatDon’t sweat it. If something is bothering you for that long, do something about it. You don’t have to be a mess. Things happen. Roll with the punches. Glasses break. Milk spills. Pencils have erasers.
timechanges

People get used to new ideas. New ideas change things. Probably the only way time plays a part – but he’s right. Time by itself won’t change things. Unless we’re talking about a banana. Time will do just fine on that. realfakeThis one’s a problem I think all people should have. I think if you’re not constantly flirting with the idea of what’s real then you’re not pushing the membrane of reality to see how stretchy it is. There are a plethora of things people insist are real but are nothing more than constructs of habit and tradition that we do merely for lack of introspection and the willingness to look a bit weird. bizasart Being good in business requires a massive supply of self-awareness and self-honesty. I think art requires the same thing. The best comedians I’ve noticed are some of the most honest people I’ve ever seen. They see things the way they are, not as everyone would like you to see them – and they speak up. Makeart

Get the product out the door. No one cares about your book or your poem, or your picture if you never make it. I’ve worked with hundreds of good people who failed to produce even the most rudimentary of suggestion for a; flyer, form, website, sign, banner, you name it – out of fear. Crank out enough art to choke them. Something will stick.
cokesYou’re not better than anyone else. Yeah, you are. At a thing or things – but not intrinsically. Don’t fall in love with your own image or the sound of your voice so much you forget what a simple pleasure a coke can be. Stop and drink the sodas. gorevidalonandyThis is easily the greatest backhanded compliment I’ve ever seen or heard. There may be no greater source of heat in the universe than this burn. Go ahead. Put your hand to the screen. Feel that? You could cook bacon on that.

To write a better Mission Statement, have a better mission.

Planning is invaluable, but plans are useless.

Planning is invaluable, but plans are useless.

For the last year we’ve been discussing our Mission and who we want to be as a team. What’s the imprint of our collective souls and what words do we want to live by, faithfully? It’s not an easy question and it’s taken us the better part of a year, with regular meetings, to arrive at this:

In everything we do we seek to simplify the complicated. Because nothing is faster, we trust our teammates and clients freely and implicitly, and we treat them that way. Doing so builds a safe environment where communication is free-flowing, open, and honest.

Through this environment we continually work to innovate our operational systems to ensure the best possible user experience (UX), from first tour through graduation. Knights Circle creates an exceptional Student Housing experience by focusing on people, and a ceaseless desire to make their lives easier.

A few thoughts relating to our mission statement and how we went into the process of creating it:

It’s focused: We wanted something that wasn’t too long or too all encompassing – if you have five priorities, you have no priorities. We wanted to focus on systems because we all could and everyone had skin in that game. From the bottom up, our organization has an interest in making sure our systems work properly every time. Our clients’ satisfaction is directly wrapped up in our systems, as are our front line team members. If things work right, you’re generally happy with the service – both inside and outside the operation.

It’s not permanent:  I think too often people tend to assume that a mission statement needs to be god speaking for all time. Not so. It’s a living document, much closer to a constitution – this is how we’re assembled and for what purpose. If we no longer feel as though this speaks to our highest purpose, and there’s another revelation that we want to enshrine, then change it we will. The good news is we don’t need anything as unwieldy as a continental congress to do it.

It advises action: A mission statement that can’t help guide your choice in actions isn’t worth the time it takes to read it. If we’re going to say that we trust everyone implicitly, what’s that look like in action? Are there things we’re doing now that suggest we don’t trust people? For example, some managers have required doctor’s notes for absent employees who’ve called out for appointments. Requiring the note says fully “look, we don’t really believe you and we want to see proof – we don’t trust you and we have to protect ourselves from you.” That’s not at all the message we want to send, so we stop doing it. The same with our clients – if they want to switch rooms due to an unsolvable roommate dispute, requiring the jumping through of hoops for documentation in order to offer it, it says “We don’t believe you and we don’t trust you. You’re trying to get over on us and we’re not going to have it.” That was never the intention of course, but that’s the resulting feeling to the client.

 It’s honest: How many times have you looked at a company’s stated mission only to shake your head? The soaring platitudes are exhausting and immediately erode whatever trust you may have had. If an organization can’t be honest with themselves, how can they be honest (consistently, institutionally) with anyone else? We wanted to say something we all believed in and that we all wanted to live by. The best parts of US is our ability to work together and our shared desire to provide a great experience. We were honest with each other that while we’re pretty damn good at this thing, we’re not perfect and we’d like to get closer to that. Breaking it down we realized focusing our energies on perfecting our systems would have a ripple effect positively touching every other aspect of our business; Happier clients, happier Team, and more success.

Another great design by Danae McDermott

Another great design by Danae McDermott

We started with Why: A giant hat tip to Mr. Simon Sinek for his inspirational TED talk. If you’re not familiar, I can’t implore you enough to check out his work (Talks, books, consulting services, etc…) as he’s directly responsible for how we chose to approach this formulation. In short, Sinek advises that great organizations start with Why they do things, then How, then What. Most though do it the other way around and this gets it all wrong, eliminating any of the inspiration and identity that could be had between the client and the company. For an example, ours is as follows:

WHY: We hate needless complication. We like things to work seamlessly. We think we can simplify things better than anyone else because we understand WHY they ultimately should be that way.

HOW: Because we trust each other, and our clients, we’re able to be honest about our business and our shortcomings in our systems. We strive to fix our systems to eliminate institutional defects.

WHAT: An exceptional student housing experience. This starts with everything working the way it should. The exceptional part is that we’re also exceedingly nice and warm, happy people who love what they do and each other. Since we work in a system that values people and making things work, we’ve got lots of goodwill in our hearts to treat you like a rock star and to go out of our way for you. We’re not scared of you, or hiding from you – we want to delight you.

We think this should be a good overall statement for this coming year and I’m impressed with how the team has taken to it with enthusiasm. I’m confident that a year from now, we’ll be writing a different version that recognizes our shifting focus while retaining our core Why, and that’s how it should be. Involvement breeds commitment, and that’s one thing we have plenty of.

What’s your mission? How did you get there? Does it still serve you and your team?

A Great Guide to Awesome Oratory

Mr. Julian Treasure does a great job in succinctly breaking down the do’s and don’ts of public speaking – and he does so in a wonderful British accent.

This is going to run you less than 10 minutes and is a must for anyone having to address an audience.

Having sat through more conferences and speeches than I can count, I’ve seen a handful of excellent speakers. The thing they all had in common were their expert use of the exact tips that Treasure provides here.

#PictureThemInTheirUnderwear?

Don’t be a Lumberg – The Sacred Duty of All Leaders

Yeah. I’m posting a commercial. It works.

It works, unfortunately, because we’ve all been there. Some of us are there right now.

“Ah! You see this bulk? This bulk is great. Mmmmm. Look at it go.”

If you’re responsible for other people you have a sacred duty to not waste their time. You have an obligation and a trust to make sure that anything you require from them, that pulls them away from their mission, has value.

If you’re thinking about having a meeting, please ask yourself the following questions:

1. What do we want the participants of this meeting to come away with?

2. What’s the most efficient manner in which to do that?

If you can’t answer the first, or the answer is convoluted, then wait to have a meeting until the answer is clear. If you’ve answered the second question, but that’s not what your plan is – change your plan.

The irony would be humorous if it weren't so disgusting.

The irony would be humorous if it weren’t so disgusting.

Lastly, if you know the answer to number one, and you don’t know the answer to number two, seek outside help and ask members of the team. Involvement breeds commitment – the bored members of your team that are eye-rolling their way through meeting hell will jump at the opportunity to become part of the solution.

If you’re a manager, by all means, keep doing as you did before. You’re not reading this anyway.

If you’re a leader, you understand and respect people and you want to protect them. There is no greater evil than wasted time – start by doing everything in your power to kill it.