EXTRAordinary! Inc. The Engagement Experts

“There are two things people want more than sex and money…recognition and praise. “ Mary Kay Ash

In today’s housing market, there’s a word people are hearing less and less—appreciation. Appreciation is an age-old concept that allows for a real estate purchase to grow into a long-term financial success. It intrigues me how this fundamental principle, embraced when dealing with property, is often overlooked and under-utilized when it comes to leading people. Leaders who add value to their employees through genuine praise and appreciation are securing their own long-term growth and success. The “housing market bust” has garnered its fair share of media attention. It’s time for engaging leaders to give equal notice to the larger and more catastrophic “people bust” taking place within our own organizations.

Sixty-five percent of Americans received no praise or appreciation in their workplace a recent Gallup poll reported. Yet, the US Department of Labor notes the number-one reason people leave organizations is because they don’t feel appreciated. Another Gallup study of nearly 5 million employees reveals that increased occurrences of recognition and praise in the workplace can lead to lower turnover, higher customer satisfaction scores, and increased productivity.

Several years back, I was in the health and wellness business. We were building a new family wellness center, complete with a nutritionally-focused restaurant/bistro. We wanted a registered dietitian to help get our food service off the ground and we were lucky to find Nikki to fill that role.

Nikki worked hard. I watched her hire the food service staff, open the bistro, close it down, make sandwiches, order food, and take the trash out to the dumpster late at night. Before leaving for the evening, I would often leave Nikki a voicemail. I’d tell her how much I appreciated her commitment and dedication to our organization and particularly the bistro. I mentioned how I had observed her taking out the trash or spending the extra time required to properly train her staff.

After some time, Nikki received a professional offer she couldn’t refuse. She wisely said yes. The morning after her going-away party, I was checking voicemails and noticed that one was from Nikki. When I heard her voice, I immediately thought, Uh oh! She left this message on her way out…after her final day. This could be her chance to vent any frustrations she might have encountered while working with me.

Bracing myself for potential criticism, this is what I heard. “Rich, before I go, I want to give you some advice. Don’t ever stop the encouraging voicemails. They mean the world to all of us who have received them. Please keep them going after I’m gone. Good luck!” Wow. At that very moment the power of praise and appreciation was made crystal clear to me. It hadn’t cost me a dime—yet it left a lasting mark on the people I led.

Although you can provide the power of praise and recognition for someone in 10 to 15 seconds, and it’s virtually free, most employees rarely receive this gift from their manager. Begin to provide this feedback to your employees when they do good work. Predetermine each day to find and recognize the unique abilities and talents in others.  By taking the time to say you noticed and appreciate their efforts, those efforts—and the results they engender—will grow and flourish. Now that’s a good return on your investment.

Leave Your Comments: Recall a time when you received or gave genuine praise and appreciation, what impact did you experience?

“It appears that the epidemic of active disengagement we see in workplaces everyday could be a curable disease…if we can help the people around us develop their strengths.” StrengthsFinder 2.0, by Tom Rath

Corporate America has spent entirely too much time and money focused on weaknesses. It seems to be enamored with them…and that’s stupid. Spending all our time between annual reviews painfully sweating over weaknesses causes people to disengage. It is suicide for the soul. Stop it; I tell you, stop it right now! This is not for you.

Linda and I were at our weekly coaching session. She was a manager at a local medical practice, and our goal for this session was to review an assessment she had completed that named her dominant strength themes. As we discussed the assessment outcome, I acknowledged how her strengths played a powerful role in her success with the current challenges she was facing. I paused as the tears began to roll down her cheeks. She wiped her eyes with a tissue and said, “I’ve never focused on my strengths before. I never really knew I had any.”

What a shame…and what a common experience! You see, like most people in the American workplace, Linda was keenly aware of her weaknesses. Indeed, they had been pointed out for most of her life, and as a result, she was hyper-conscious of where she failed. Through a weakness-centered development focus, she had hit a barrier in her career; weaknesses had “paralyzed” her. What she needed most was to be introduced to her strengths and her unique abilities. Linda needed to understand how to focus on and utilize her strengths in a way that created successful outcomes for her.

I’m not promoting that we should ignore our weaknesses. I am saying that the corner on that market is secure. We get that part! We’ve heard about our lack and limitations for most of our lives. It has been well documented—sealed in our permanent files like a ticking time bomb. It’s time to give equal opportunity to discovering, embracing, and utilizing the talents that will lead to our success, not our demise. This is the approach that releases energy and fuels accomplishment.

Engaging leaders know their own strengths and they know the strengths of those they lead. Engaging leaders build a successful and inspiring culture by focusing on and applying those strengths. Goodbye weakness focused workplace. Rest in peace.

Leave your comments: In what ways have you been successful in applying your strengths at work? As an engaging leader, how are you discovering, embracing, and utilizing the strengths of your followers?

“Imagination is more important than knowledge. Knowledge is limited. Imagination encircles the world.” Albert Einstein

My wife and I recently spent a week in Asheville, NC—a beloved vacation spot for us. In addition to enjoying the mountain air, local cuisine, and talented street musicians, one of our favorite pastimes in Asheville is to visit the eclectic mix of art galleries and museums. It’s interesting how life can throw amazing learning opportunities in your path at the most unexpected times. It was while visiting two different art galleries that we witnessed first-hand what it truly means to create an engaging culture. It was an experience we’ll not soon forget.

After purchasing our tickets at one museum gallery, we were handed a pamphlet listing eleven sacred guidelines designed to “help make your visit more enjoyable.” Among those:

• Please do not touch the walls, frames or glass.
• Please do not stand too close to the artwork.
• Please do not point at the artwork.
• (And, our favorite, the puzzling…) Please go outside to…ride your Segway.

The staff stealthily hid behind desks rather than interacting with visitors, yet appeared out of nowhere to scold me for violating one of their commandments (as I inadvertently placed my hand on the wall to read the description of a piece of art). When it came time to leave, feeling bored and uninspired, we joked about asking for a refund and the hour of wasted lifetime we’d never get back.

Ivy and Jonas Gerard

What a contrast to our experience at the Jonas Gerard Fine Art Gallery. Upon entering the inviting, bright and open gallery we were greeted by Gerard’s original work and several signs that boldly stated, “IT’S OK TO TOUCH.” He had a world map with the question “Where are you from?” Alongside the map was a box of colored push pins. The map was covered with hundreds of multi-colored pins representing visitors and customers from around the globe.

We were delighted when, moments later, the white bearded, raspy voiced Gerard entered the gallery and began interacting with visitors. Throwing back his head and shaking with hearty laughter, he took the time to display various works under special lighting and discuss the pieces with those gathered round him.

Later, he gamely posed for a picture with my emerging artist wife and spoke personally with us for 30 minutes. Yet, our conversation had little to do with his artwork. Instead he encouraged my wife, Ivy, to pursue her love of art as a healing modality for her stage four breast cancer. He breathed inspiring words into Ivy about artistic expression and surviving cancer (himself a 16-year survivor of larynx cancer), causing tears of belief and gratitude to well up in her eyes and cascade down her cheeks. The experience left us feeling inspired with a renewed sense of well being. We plan to return again and become collectors of his work.

It’s hard to imagine that these polar opposite experiences were both created intentionally. Our gallery encounters reflected two vastly different organizational cultures: one that honors people and interacting with them, another which values rules and regulations. Sadly, many people exist in similar soul sapping, process focused environments for a majority of their working lives. In these cultures, greater respect is given to the hallowed pages of the Employee Policy and Procedure Manual than to the employees themselves.

The formula for an engaging culture is amazingly simple, yet dishearteningly rare. People before product. Interaction over procedure. Jonas Gerard gets it. Focus on people and your product flows. The stodgy museum approach is wallowing in a model that’s out of touch with the people and wholly focused on its product.

What does your team/business culture resemble?  If your employees were interviewed about their work experience, how would they respond—Gerard Gallery or Stuffy Museum? Innovative, creative, inspiring, and people focused or cold, dreary, uninspiring, and procedure focused? Your business is your art and it reflects who you are. What is it saying?

Leave your comments: How has your organization succeeded in creating an engaging work culture?

**Click here to see Jonas Gerard in action as he paints and talks about the beauty of “letting go.”

Rich and his grown up teacher, Taylor

“One person with a commitment is worth a hundred who only have an interest.” Mary Crowley

When my oldest daughter was six, we participated in a program to collect money for hunger relief in third world countries. I thought this would be a great opportunity to teach Taylor about the art of giving. That’s what dads and leaders do—they teach—and people learn. Isn’t that the way it’s supposed to be?

The program included a brochure from Manna International. On the outside of the brochure was a picture of a young, malnourished boy, drinking dirty water from a spigot with a rusty and broken metal cup. Inside was a calendar. Each day had a question followed by instructions. Example:

May 1^st: If you have more than one pair of shoes, give 5 cents.
May 2^nd: If you eat more than one meal per day, give 25 cents.

And so on…

Each morning I’d announce, “Taylor, get your bank; it’s time to do your giving calendar.” She would reluctantly obey, hoping the financial dent would be minimal. She was marginally compliant with my intent to teach her to be a gracious giver.

One week into our project, she stared at the brochure and asked: “Dad, when we collect this money, will it help this boy buy a new shiny cup?” I thought, and then responded, “I bet this money could buy him a new cup.” Taylor pondered that a moment and then walked away with a little more pep in her step.

The next day, she was waiting for me to read our assignment.  May9^th: If you have your own mode of transportation, give twenty-five cents. Out came a quarter from her bank into our collection pile. Wow, I thought. This is what I call commitment!

 May 31^st: If you live in a house with just one family, give fifteen cents. Taylor reached into her bank and extracted her coins. “Dad,” she said, “I want to give all my money for the boy’s new cup!” Isn’t that nice, I thought. But that’s not what the program requires.

I replied, “Taylor, that sure is thoughtful of you, but the program only asks for fifteen cents today. You’ve done a good job; we’re ready to turn your money in. Go ahead and take your bank back to your room.” As the teacher and leader, it seemed to me that this lesson was complete.

A week later, I was in a meeting. The discussion turned to the challenge of leading teams toward meaningful goals and the temptation for people to “hold back” or not give their all. I was immediately reminded of my last “teaching session” with Taylor. It hit me like a ton of bricks.

I hurried back home from my appointment and called Taylor’s name. Kneeling down at eye level, I said, “Taylor, I was wrong; you were right. You should have given it all.  I’m sorry I stopped you. Whenever you believe so strongly in something again, go ahead and give everything you’ve got.”

 Taylor had become the teacher, and I the student.

What a lesson on commitment she had taught me. Having a deep belief in something will cost you. It may cost more than you initially bargained for. As an engaging leader you’ll need to be committed to those who follow. You’ve got to go beyond the surface level. Giving “15 cents from your bank” may feel like you’re fully supportive of a person or an ideal. Take a lesson from Taylor; until you’re willing to give it all you may be interested…but not committed.

Leave your comments: Recall a time when you knew a boss or peer was fully committed to you…what was most meaningful about it? As an engaging leader, how do you demonstrate your commitment to those you lead?

Nick in the glare of his drive through window

“Simplicity is the ultimate sophistication.” Leonardo da Vinci

Most people resist raising their hand to the question, “Who considers themselves a genius?” I’ve been pondering why that is. Could it be that we believe being a genius is about solving complexities? Does it include handling or accomplishing things too elaborate for most? Might it involve scientific journals, problematical algorithms, furrowed brows, and atomic particles? What do you think?

Nick Kinzer is a genius. Not so much in a Mensa or valedictorian type of way. Not even in a PhD, Steven Hawking, or Beethoven manner. He is a genius in the way of Albert Einstein. In the method where Einstein states, “Everything should be as simple as it is, but not simpler.” Yes, that’s it. Nick is a genius of simplicity.

While businesses are pouring marketing dollars into gaining new customers, Nick is garnering free word of mouth advertising. As organizations toil over the secret to retaining key clients, Nick is fostering customer loyalty. Who is Nick and how has he achieved these breakthrough results?

Nick is my drive through bank teller. He’s more like the king of the drive through. Nick has created the most socially interactive bank drive through experience in town. He’s accomplished this through the genius of simplicity. A year ago I pulled up to the drive through window and made my deposit. Nick asked, “Do you prefer to be called Richard?” I replied, “You can call me Rich.” And so he did…and he’s never stopped. Nick leveraged common information on my deposit slip and transformed a banking transaction into a meaningful encounter which grew into an ongoing business relationship. I remain loyal to Nick’s drive through lane because I get to hear my name and enjoy some banter. While waiting, I can overhear Nick carrying on personal conversations with customers all around me. Simple—and very effective.

Here’s the lesson for engaging leaders. You can be a simple genius. Resist the urge to over complicate your work. Pay attention to the simple actions that often go neglected to pursue seemingly more important “big picture” issues. Remembering a name, a hand written note of appreciation, a sincere thank you, a helping hand, or a thoughtful word will all fit into your budget and yield you a nice return. Take it from Nick…this is not complex. Being a genius is pretty simple.

Leave your comments: In what ways have you experienced the genius of simplicity in your own work life?

“Clinging to the past is the problem. Embracing change is the answer.”Gloria Steinem

Richard W. Schlentz, Class of 1982

I was wedged between my bed and the adjacent bookshelf, reminiscing through the pages of my Freehold Boro High School yearbook. My mind began to drift, returning to New Jersey, circa 1982. It was early June and freedom lingered a few weeks away. The only thing standing between me and the adventure of college in the south were final exams, a graduation ceremony, and the ritual signing of our senior class yearbooks.

Reflecting upon this signing tradition, there seems to be a common phrase inked within the pages of most yearbooks. I call it the High School Yearbook Curse. It looks like this: “It’s been great getting to know you through the years. Have a great summer. Don’t ever change.” Did you catch it? It’s the expression, Don’t ever change. The intent behind these words is well meaning. It remains, however, a curse. I shudder to think, what if I had followed that advice? What if I hadn’t changed since my eighteenth year?

Here’s reality. I was a teenaged knucklehead. Yes, I’ll admit it. Not proud of it. I’m sure I did the best I could under the circumstances. I had great friends who had been by my side since grammar school. Nonetheless, if we shot them full of truth serum, I’m sure they wouldn’t recommend I actually “never change.” How could we wish that upon anyone. What would I have to offer this world if I hadn’t changed these past 30 years?

One of the most meaningful compliments I’ve received was from my oldest daughter, Taylor. During the drive home from a family vacation my wife, Ivy, suggested we play the affirmation game. This is when each of us tells the others what we admire about them. When it was Taylor’s turn, we locked eyes in the rear view mirror and she said, “Dad, I admire how you’ve changed.” Thank goodness, I thought to myself.

There’s an interesting conundrum here. We tend to resist change. We fight it. We fear it. In other words, we are seeking to fulfill our very own High School Year Book Curse by remaining as we are. You owe it to yourself and the world at-large to change, evolve, grow, and develop into your highest self. Can you imagine recommending that a caterpillar or an acorn “never change?” Our world would be void of butterflies and mighty oak trees.

As I put aside my high school yearbook for a future day of reflection, here’s my hope for you. Resist the temptation to remain the same. Go ahead and change into the person you’re designed to be. It’s the greatest gift you can offer yourself and others. It’s been great getting to know you through the years. Have a great summer. Be sure to change.

Leave your comments: In what ways have you changed and grown over time? How have you been able to overcome the natural resistance to change?

For further encouragement and inspiration, please visit the E-couragement Archives.