Posted: 2012/02/24 Filed under: Business, Culture, Management, Quotes | Tags: business, hiring, hiring practices, LinkedIn, manager, MBA, quotes, workplace culture
Today I learned:
1. Staffing: When you make a tough personel decision, and no one on your team is surprised when you deliver the news, you made the right decision but you made it too late.
2. Who was Jasper Mardon? The other day I was shuffling through a pile of papers my dad gave me from his working days. An old resume, materials from training programs, newspaper articles. The kind of stuff most people would have trashed years ago.
In the middle of the pile I came across something interesting: an undated stack of papers in a font and style that could only have come from the early PC days. It was labelled “Life’s Lesson’s Learned” by Jasper Mardon. A forgotten document. Deep in a pile of forgotten documents.
As I tossed it on the “shredding” pile, the dedication caught my eye: “To my brother, Humphrey Mardon, with whom I shared a war and a sense of values…(and) the officers and men of the Third Queen Alexandra own…with whom I served.” It seemed important. At least to Jasper Mardon it must have been important. I decided to give it a quick glance. I was immediately enthralled.
The document is essentially fifteen pages of quotes to live by. In a simple, direct style Jasper Mardon shared the collective wisdom of his life and work. What struck me first was that regardless of when he wrote it, his opinions are still bang on.
Mr. Mardon organized his thoughts into broad categories – Private Life, Man Management, Work Rules, Courtesy, Training & Education, and Public Obligations. Even within this you can see what he felt was important in life.
A few of my favourites:
“One cannot be half-ethical. Ethics are like virginity, one has it or one has not.” This was just too good. I googled it to see if this was just a collection of popular quotes. No results. An unpublished Jasper Mardon original.
“Avoid being one of those experts who is the opponent of anything new.” Is there a better motto to abide by in a dynamic workplace? I frequently catch myself dreaming up up barriers to change. It is just easier than actually changing.
“Surround yourself with knowledgeable people who will have the courage to argue with you.” This reminded me of a Seth Godin blog post. (I recommend you check his post. It hit so close to home for me that I sent it to my direct reports. The link will also explain why I requested that they please, please not refer to me as “Garmin.”)
“Management must balance the interests of the three stakeholders, the shareholders, the employees and the community at large.” As a student I heard triple bottom-line thrown around in class on a daily basis. Classic MBA speak. The concept seems obvious today. Was it so clear 30 or 40 years ago? History suggests it was not.
“Criticize early on when it is useful, not when it is too late and merely self-serving.” This gets to the heart of project management in a large organization. In my experience projects are extremely easy to start, and extremely difficult to deliver. The tendency is kick things off with whoever you can get on board. Whoever is in has their say. As momentum builds everyone and their dog wants to jump in and add their two cents. “What about this feature?” “I can’t sign-off without that…” The result is a never-ending loop. The challenge for every project manager is to identify those late-comers and to mitigate risk by getting them to criticize at the outset, while you can still do something about it.
After reading the document I called my dad and asked what he knows about the Mr. Mardon. My dad described him as a brilliant man – an icon in the Pulp and Paper industry. He was also a demanding but tireless mentor to anyone in whom he saw promise and effort. A guy who spent his life trying to both teach and learn. There is also a little bit of background available online – the best source I found is the You Tube video posted below. I can’t find any mention of his “Life’s Lessons Learned” though.
It strikes me this man was ahead of his time. We all create and broadcast in the media available to us when we are around. Mr. Mardon had a dot-matrix printer and the modest aspiration of recording his takeaways from life. If he was around today we would probably all have the opportunity to share in his insights. We’d be reading his blog, or following his tweets. My guess is he would have been all over social media. In his own way he said it himself: “To continue to be ‘tuned in’ on the network you must continually contribute.” My e-business or marketing profs couldn’t have said it better.
So that is how I learned about Jasper Mardon. Insights from a forgotten document that is as relevent as any reading or lecture from my entire MBA, uncovered from a pile of forgotten documents.
More on Jasper Mardon
If you want to learn more about Mr. Mardon, this was the best piece I could find:
I should also mention I thought about publishing a copy of his work here but decided it was not mine to freely post. I do have a pdf of the orginal document. If you would like to give it a read, send me a message at darrenmcknight (at) gmail.com and I will e-mail you a copy.
Posted: 2012/02/11 Filed under: Business, Culture, Management, Parenting | Tags: brand, business, culture, customer experience, disney, disneyland, disneyland in anaheim, disneyland in anaheim california, fast food, good to great, kids, lasting memories, marketing, memories, parenting, travel, vacation, winter trip, workplace culture, zappos
This is the second of what I expect will be several consecutive Disney-themed posts as my family and I fit in a brief winter trip to Disneyland in Anaheim, California.
Today I learned:
1. It’s all about me: At ages 4 and 2 it is debatable if our kids will remember their first trip to disneyland.
The two year-old? No way.
The 4 year-old? Maybe.
Regardless of the kids memories, I will never forget the look in their eyes as we embarked on our first ride, The Finding Nemo Submarine. The unbridled laughter as they raced along the Autopia. The absolute terror as our 4 year old exited the Space Mountain Roller Coaster. The enthusiasm as they sang along on It’s a Small World.
Will they remember it? Who cares.
The build up and anticipation. The look in their eyes. The laughter. The fun. Today I learned that it doesn’t matter what they remember of this when they grow up, because it’s all about me of course.
2. Get the right people on the Tea Cups: Even before you get through the gates at Disneyland one thing becomes abundantly clear. They know culture, and they protect it voraciously by ensuring that they have the right people in every role, and that those people are empowered to do whatever they need to do to build lasting memories for the visitor.
It reminds me of a quote from Jim Collins in Good to Great, where he reflects on examples of truly great companies and their understanding of the importance of fit, and ensuring everyone is pulling in the same direction:
“We found…they first got the right people on the bus, the wrong people off the bus, and the right people in the right seats. And then they figured out where to drive it.”
Disney definitely has the right people on the bus, or in this case on the Tea Cups, Mark Twain’s Riverboat and Splash Mountain.
To a certain extent I expected that though. What surprised me is this appears to extend to other the businesses operating within the park and surrounding areas. The people in the hotel are beyond pleasant. Restaurant staff ooze enthusiasm. The shops in Downtown Disney are staffed with young kids that are the dream of any retailer.
As an example, think about the interaction you had with staff during your last visit to a fast food outlet.
Now picture this: A young teenager at Jamba Juice made me laugh twice, asked open ended questions about our day, and at the same time managed to up sell me in my selection. She made the occasion of buying a smoothy into an occasion. This is so unlike any other fast food experience I have ever had it is unreal.
It is clear Disney knows a lot about hiring and they are passing along what they know to those in and around the park. They have figured out that it is not enough to control the customer experience solely at your own touch points, but you need to manage the same thing at every point that the customer comes in contact with your brand.
Unbelievably, rather than coming across as an act, the people all seem genuinely happy to work here. I get the sense Disney, like other corporate culture leaders such as Zappos, is as much a lifestyle as a job for these people. It’s infectious. It’s impressive.
Posted: 2012/01/13 Filed under: Linchpin, Organization, Technology | Tags: email, endless loop, inbox, linchpin, ms outlook, open communication, seth, seth godin, single day, trusting relationships, workplace culture
Today I learned:
1. Covering my butt: I spend alot of my day preaching transparency, open communication, and the need to nurture trusting relationships. Simultaneously I save just about every incoming and outgoing email, and am I required to call on my stash all too often to cover my butt. I don’t like it, and never have. Today I learned I still need my stash and I have not figured out how to kill the endless loop. If only we could all delete them and start actually talking instead of documenting.
This gives me an idea: Would it be possible to go one single day at work without sending an internal email? A worthy experiment for next week maybe…
2. First thing in the morning: On Seth’s Blog yesterday there is a post about the first thing when we sit at the computer in the morning. Essentially the question is this: Do you consume or do you create?
This got me thinking about a simple change I made a few months ago and how it is truly working. I setup my Outlook to open to a folder I labelled as Priority Inbox which holds those items that I decide are critical for the day ahead. Before I leave at night I make sure my Priority Inbox holds the key tasks for tomorrow and, most importantly, absolutely nothing else. That way when I sit down the first thing I see is what I need to see, and not what other people might want me to see. Seth’s Blog help remind me that this little trick is working like a charm.
(Note: I don’t use task lists – I email myself things that need to be done, calls to return etc. If it is important enough, then those “tasks” are in my Priority Inbox, along with everything else.)