2 Ways to Increase Your Creativity Quotient

By bonniemattick | Published: April 27, 2012

“We have kept our eyes open to our surroundings, and also our brains…in our subjects, we keep the joy of discovery, the pleasure of the unexpected, our subject itself must be the source of interest….”—Pablo Picasso

Pablo Picasso, famous for his creative painting and sculptures had a very high creativity quotient. Wouldn’t you agree? I think we all can benefit from the statement he made that I’ve shared with you here. A couple of things you can do now:

1. Give your brain a variety in everything you do and it’ll reward you for that.
One way to do that: Change Your Path – If you change the paths that you commonly use during the day you will see things differently. For example, if you drive to work on the same route everyday, change your route completely. It will give you new perceptions on reaching a familiar task.

2. Try some new techniques to inspire and engage your customers and your association’s members by using new creative insights. Some of my favorite inspirations come when I try to:
- Tap into the right side of the brain – use music and art to stimulate creativity
- Take a child’s point of view – anything is possible – paint outside the box.

Create an exceptional experience for your customers and members, as well as your employees.
Bonnie

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4 Ways Managers Can Get their Staff Involved

By bonniemattick | Published: March 20, 2012

As a club manager, are you concerned with how your staff interacts with your club members? You can develop employees and staff who respect and value the members and are more engaged in their jobs. I believe that staff engagement begins with managers. Managers who have a clear focus, hire the best staff and empower them to make their guests (members) feel valued are the most successful. At your next employee meeting, clearly communicate to the staff your focus and goals and help them see the value in building relationships with your club members and guests. See if you can answer the following questions and improve the way you communicate with your staff.Then, you may check with them to see how you can be of help to them.

1. How well do your employees understand what adds value to your business? Ask for their input and see how they can contribute.

2. What methods do you use to communicate with your employees?

3. In what ways do you recognize your employees for good work?

4. What would your employees say if you were to ask them “What do you enjoy about your job?” or “What would make your job more fun?”

You may approach them with the following questions and ask them for their perspective:
1. How can I help you right now?

2. What do you need from me for this project?

3. When would you like to get together to discuss our progress?

4. What can we do to make this just a little bit better?

Showing respect for your staff members helps them feel valued and special as contributors to your organization’s success. Please share ideas or questions that you can add to the ones above.

Helping you “Kick it up” in your organization!
Bonnie

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The Secrets of a Highly Engaged Manager – Characteristics to look for

By bonniemattick | Published: February 23, 2012

Do you know what makes an engaged manager and do you know how your manager ranks? While working for a hospitality management company, I had a boss named Dennis who knew how to empower others and maximize employee engagement. Dennis was a senior-level manager there – He’d provide sufficient directions on projects and then empowered us to do our jobs. He made his staff feel as though nothing was impossible. In our weekly management updates, he recognized outstanding achievements and special projects we’d completed. He created positive energy and a fun place to work. Dennis knew that this was essential in the hospitality world – when employees are having fun, so do the guests.

Dennis was a prime example of an engaged manager – he set an example and had engaged employees. He hired the right people and helped them develop their qualities. Employees who are engaged have:
• Behaviors that mesh well with others in the group
• Enthusiasm and are excited about their job
• A sense of ownership in their job
• Trust and respect for their managers

Dennis had a team who trusted him and would do anything to accommodate him as our manager. If we had an audience, they would have applauded our success!

What examples of an engaged manager have you seen? Please share your experiences.

Helping you create an exceptional experience for your customers!
Bonnie

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It’s NOT Just at Holiday Time – Keep up the Spirit All Year!

By bonniemattick | Published: December 13, 2011

Some quick reminders on how you can keep your employees happy, engaged and energized for their work. Whether or not they’re not getting a big, fat raise, which are rare this year, then be sure you make them feel special and appreciated for the work they do. Here are some of my “Top Hat Tips” ™ I feel are worth repeating for you:

1. Greet your employees and show a personal interest in their lives – ask about their family. Your business is about making others’ lives better, including your employees.

2. Make their work more about positive experiences, and decrease the negativity. Ask them what the one thing is they like best about their job; and listen to what they tell you.

3. Show them trust and rely on them to make a difference in their jobs. Your staff will be more engaged when they feel trusted and will be more willing to speak their opinions.

4. Celebrate achievements – focus on what they are doing right and recognize them openly. Make them feel important and have fun in doing it! Give them opportunity to display their talents that may not be related to doing their job.

5. Be actively involved and be excited about your work – it’s contagious!

Have a Wonderful Holiday Season and Stay Energized!
Bonnie

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The Secret of Having Happy Employees!

By bonniemattick | Published: November 1, 2011

I was asked recently how to get employees excited about their work, and I believe you need to ask them. I know when employees are excited and show they enjoy their work, it carries over to their customers and guests. I recently interviewed a guy who was especially enjoying his work as a server at a major resort hotel. He told me that he loves getting to know the guests and learning something unique about each of them. He said that when his co-workers see him smiling at the guests they comment to him. He explained to me that it makes him more comfortable as well as the guests feel welcome. You can consistently have that kind of employee.

Here are 3 tips on how to have more engaged employees. You will have happy employees who enjoy their jobs. These tips will help you create the E3 Factor = Employee Engagement Energy:

1. Empower your employees – Get the employees more involved in the business by asking them:
 Do you have the resources available to complete your job?
 What recommendations can you make for improving the way we do our work?
 How can we help you meet your goals?

2. Ask your employees what makes them excited to do their work:
 Do you support learning opportunities for your employees?
 How can you help them share their knowledge with others?
 What are the employees’ long-term goals?
 Do employees feel they “are in the know” on changes being made?

3. Find ways to create fun in your work:
 Do you recognize achievements and celebrate unusual events?
 Do you give accolades for special customer service?
 Do you celebrate special holidays in fun ways?

Create Exceptional Experiences for Your Employees and Guests!
Bonnie

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Bring ‘Em In with Your Energy – Make Your Customers Feel Special

By bonniemattick | Published: October 5, 2011

I want to share one of my favorite quotes with you – it’s so relevant to how we make our customers feel so they want to return to our business again and again.

“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
– Maya Angelou

Does this quote make you think? If so, ask yourself:
• What can you do to make those around you feel good?
• Does making others feel good have an impact on you as well? How?

Today I read a newsletter from one of my fellow National Speakers Association members, Julie Alexander, CSP. Take time to read her news at www.Tinyurl.com/GreatDaysNews. You’ll be glad you did, and you’ll have a smile on your face. She describes the value that a smile brings to your business as follows:
“A smile translates into every language faster and more accurately than Rosetta Stone®. It breaks down barriers more powerfully than the heaviest wrecking ball; it warms hearts and cools tempers more effectively any energy source.” — Julie Alexander, CSP

My call to action for you is to ask your managers, or staff, “How can we use this technique to help our company succeed? How can we make our customers feel special?”
You may be surprised at the number of creative ideas you hear from them. Please let me know what they say.

Helping you create exceptional experiences!
Bonnie Mattick

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A Eulogy for McFritz – “Glenby’s Silver Treasure”

By bonniemattick | Published: September 30, 2011

McFritz was whelped on March 19, 2001, and came into my life on September 17, 2001. He was a superb Scottish Terrier from the Glenby Kennels in Portland, Oregon. McFritz went to doggie heaven on September 29, 2011. He lived well, was obedience-trained and had a special gift with children. McFritz was loved by all who met him. He was a faithful companion and lived to please others. He really knew good customer service – he was an engaging pet and was thrilled when others recognized it. What a lesson I learned from Fritzie (nickname) as I dealt with business issues and personal crises in my life.

“Life is too short to fret the small stuff” – McFritz would say, “just keep my bowl filled with water, provide a decent meal, and a good long walk each day. I walk by your side, and stand ready, willing and able to protect you with my life.”

“And, beloved master, should the Great Master see fit to deprive me of my health or sight, do not turn me away from you. Rather hold me gently in your arms as skilled hands grant me the merciful boon of eternal rest…and I will leave you knowing with the last breath I drew, my fate was ever safest in your hands.” (adapted from Beth Harris, author of “A Dog’s Prayer”

In Memory of my Scottish Terrier
Bonnie

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Can You Pass the Respect Test?

By bonniemattick | Published: September 21, 2011

- Guest Blog by Nancy Reece

The number one way you build trust and respect as a leader is by making the hard call – choosing to match your actions with your words – leading with integrity. Take this short test and see how you do.

– Do you do what you say you will do? No is not an option. Failing to follow through with promises or not making your actions match your words causes a huge loss of respect and trust.

– Do your employees trust you to make the hard call? To do what’s right? Hard calls are tough because our values are colliding, fear is present and we’re taking a risk. Putting fear on hold and making the hard call builds trust and empowers your employees to do the same.

– Do you help your employee’s reach their full potential? This means you want them to do well and be all they can be. It also means you invest in them and hold them accountable to reach high standards of performance.

– Do you prove that you know the difference between a mistake and a poor choice? A poor choice occurs when we know what not to do(or should know) and do it anyway. A mistake is an error – not a choice.

– Do you admit mistakes and poor choices openly and transparently? Don’t let the fear of looking vulnerable keep you from admitting your mistakes and failures – it will actually build trust and respect.

– Do you speak words of appreciation to employees? Research indicates praise needs to happen every 7 days if you want employees to know their value to your business.

Respect as a leader results in engaged employees – they look forward to coming to work, stay longer, and work harder. Integrity pays.

Nancy Reece – Bio – In addition to being an acclaimed speaker, Nancy Reece is a talented writer and has authored the book, The Dichotomy of Power® – Using Power with Intelligence and Integrity, and co-authored / edited the book Strengthening the Organizational Heart. She is the Integrity First columnist for the Nashville Business Journal and wrote for the My Perspective column for Perspective magazine for 10 years. As Sr. Consultant with The Human Capital Group, Inc., Nancy specializes in values based leadership consulting and coaching that enables clients to build high performing teams and cultures of integrity. (www.NancyReece.com)

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Best Ways to Approach a Negative Employee

By bonniemattick | Published: September 14, 2011

Do you want people to be in charge of their own destiny? If you have leaders who argue with a negative employee, they are giving control to the negativity. Go with the positive and present the negative employee with choices. They will work through the consequences of the choices and make an informed decision. This is empowering to the employees! They are in charge of their own career …. and their life! When the employees have that kind of power, they take charge of their destiny. It’s about taking ownership and being accountable.

You can make a case study as an example and present a problem first; then present the solution, describe the outcomes and link it to the business case. See how many ways the employees can apply the solution!
Helping you create engaged employees,
Bonnie

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Kick it Up a Notch – Get Your Employees Excited!

By bonniemattick | Published: August 18, 2011

The Rockettes at Radio City Music Hall are exciting to watch – they have been performing their high kick routines to perfection for many years. When they stand in that chorus line, with their arms at each other’s waist, it appears they are moving as one. They are perfectly spaced, kicking at exactly the same level. The Rockettes’ kicks aren’t accidental – they are the result of years of dancing for each of those girls. And, they all have a strong commitment to do the best they can. You know they all have a vision and the show director helps them create it, practice and perform as a team. Why do I make this analogy to the Rockettes? It’s a picture of highly engaged girls who were selected for a very demanding role – they are very-well trained and dance long hours, and they perform several shows a day at Radio City Music Hall in New York City.

Your company can benefit from understanding the ideas behind what makes the Rockettes successful. They have instructors, show directors, stage managers and others who are encouraging them daily. It takes all the resources for a company to perform this way, at the highest and best level that they can. You too can plan to have this kind of success – with intention. I’d like to share with you a simple 3-part formula: I X I = R…. Intention X Implementation = Results!™

Follow your intention – share your vision with your employee teams and ask for their input. Implement the process – create the strategy and practice the programs for the results you want to achieve. Provide the support your employees need. You will have employees who are highly engaged with your customers – they will kick-up their level of involvement by following a strong vision and focusing on your intention, and you will be successful. This will help you kick-it-up in your business.

Helping you create unforgettable outcomes,
Bonnie

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