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Author Archive for: ‘Leslie Phillips, Chief Executive Officer’

The Feels

Lately across the MG globe, we have been taking extra steps to educate about the power of emotional intelligence (EQ).  Seems it’s on a lot of people’s minds as we see, hear, and experience ourselves…strong emotions.  This article provides yet another angle on how important EQ is:

In the past, it was thought that people with higher IQ would outperform people with lower IQ…(but), research showed that people with higher IQ outperformed people with lower IQ only about 20% of the time, while people with lower IQ outperformed people with higher IQ 70% of the time…Emotional intelligence is the ability to recognize one’s emotions and the emotions of others and to manage those emotions to achieve more effective results. You could simply ask yourself, “In a moment of high or negative emotion, do I have my feelings or do they have me?”

Is your road blocked?

End of summer, start of school. What’s one thing that changes almost overnight? You got it, traffic.
Add to that a 15% increase in spending on asphalt pavement (compared to last year) under the recent federal budget agreement, and you may have really bad traffic and even a few roadblocks.

As we “open for business” everywhere across the MG globe, there is an almost endless list of repairs, improvements, fixes, needs — from staffing to signage. It’s not just this year, it’s every year. Remember to breathe (and deeply 3 times). Slow down to speed up. Strive to be the calmest, clearest, kindest voice and head in the kitchen. And, take a moment to examine your roadblocks. They may be exactly what you need.

“Difficulty doesn’t have to be a roadblock. It may just be an opportunity to find a better way to go.”
Mimi Weaver (Owner, GraceMoves)

Leslie Phillips, ESQ
CEO

Culture & Danny Meyer’s 51% Rule

Many of us read Danny Meyer’s book, Setting the Table, some years ago when we featured it in MG Book Club and discussed it at meetings around that time.

He and Union Square Hospitality Group (or “USHG,” his company), continue to be a source for best practices, habits, philosophies for our industry. From this recent article: Danny Meyer’s Recipes for Success:

USHG language has evolved over the years as a collection of management aphorisms Meyer created in Setting the Table. The “51 percent rule” describes the personality-based hiring principle Meyer conceived by instinct. Potential employees are awarded a “hospitality quotient” score based on traits such as optimism, warmth, and empathy. When evaluating potential hires, 51 percent of the weighting is given to emotional intelligence, and 49 percent to technical skills. There’s extra percentage points on the emotional side that can’t be taught…

The article goes on to describe how they hire for these skills, incorporate them into their onboarding process, and continually train around them. Makes a lot of sense, doesn’t it?

Lean in on being human

In our business, it’s not enough to prepare and serve fabulous food. Hospitality is about how we make people feel while they are enjoying the fabulous food. It’s about the whole experience. In other words, our soft skills must be equal to our technical skills: “as artificial intelligence makes further inroads into your daily work these uniquely human skills are what will differentiate your team members from the bots… If we are to successfully co-exist with increasingly sophisticated technology, we need to amp up our humanity.”

Ways to do this? Be as focused on how something went well as you are on what was achieved. Acknowledge set-backs and encourage those close to it that, yes, this is a tough time – but we will get through it! Recognize soft skills in action, and specifically (great job handling that frustrating situation calmly and with kindness!).

In the end, it’s making real connections with one another that makes us all feel better.

Where’s your focus?

Switching up the order of MG core value number 5: Be positive, be gracious, be kind. Don’t ask me to pick which behavior is most important…can’t do it! But this article (Choose your focus because your eyes control your tongue) zeros in on being positive. What does that really mean? Here are some points to consider…

    It’s not enough to accentuate the positive. You have to eliminate the negative.
    Walk around looking for mistakes and all you talk about is mistakes.
    Repeated complaining hard-wires the brain to do more complaining. The more negative you are, the more negative you become.

Steps to help?

    1. Focus on solutions when problems emerge.
    2. Focus on strengths. High performance comes from leveraging strengths not fixing (all) weaknesses.
    3. Focus on the future. Remember the future is built today.
    4. Focus on gratitude.
    5. Focus on progress. Energy increases with forward movement, as long as you don’t complain that it’s not enough!

Where’s your focus?

Switching up the order of MG core value number 5: Be positive, be gracious, be kind. Don’t ask me to pick which behavior is most important…can’t do it! But this article (Choose your focus because your eyes control your tongue) zeros in on being positive. What does that really mean? Here are some points to consider…

    It’s not enough to accentuate the positive. You have to eliminate the negative.
    Walk around looking for mistakes and all you talk about is mistakes.
    Repeated complaining hard-wires the brain to do more complaining. The more negative you are, the more negative you become.

Steps to help?

    1. Focus on solutions when problems emerge.
    2. Focus on strengths. High performance comes from leveraging strengths not fixing (all) weaknesses.
    3. Focus on the future. Remember the future is built today.
    4. Focus on gratitude.
    5. Focus on progress. Energy increases with forward movement, as long as you don’t complain that it’s not enough!

It’s not all good all the time

Who doesn’t love the good times? Those special events that go so well. That account makeover that has long-time partners all a twitter. That simple, wowsy addition to a regular lunch meal that has the kids going crazy.

But, it doesn’t – always – go that way, does it?

Continuing on our road to Resilience, next time your team has a disappointment, practice these messages from “Feel Your Disappointment, Then Move Forward”:

We’re told not to be emotionally attached to the outcome. I couldn’t disagree more.
I want you and your team to care about results. The easy emotion is feeling the rush of excitement when your team nails it. It’s the uncomfortable feelings we try to avoid: disappointment, regret, and frustration. I used to dismiss uncomfortable emotions. I’d rally the troops with “it’s all good” and look for the “silver lining” and the “lessons learned.” While there’s still value in seeing the bright side, it wasn’t until I finally let the disappointment hit our shared ego and pride that powerful progress was made.

Speak calmly and plainly. Talk about failed promises to the customer. Talk about commitments to excellence. Ask who is willing to be the best. And when folks say “me” – ask everyone (yourself included) to share what they will do, specifically and concretely, to step up. And, boom. If you do this, you will make the most of whatever went wrong, and your team will ignite a greater feeling of pride and shared responsibility.

Resolve to Be Resilient

The love of your life has died suddenly. Can you imagine feeling joy ever again?
Sheryl Sandberg went through this experience. She’s written a book about it, Option B: Facing Adversity, Building Resistance and Finding Joy. She believes resilience is like a muscle and can be built up, that life is never perfect, and doesn’t always go according to plan. “We all live some form of Option B.”

An FBI Agent (and former “fancy department store buyer”), shares her thoughts on resilience – discovered from her earliest experiences at the FBI Academy:

  • Accept that it’s not all about you. “You don’t need more mantras or affirmations; you need a better way to look at your world.”
  • Refuse to play the blame game. “Life is hard. Pain is inevitable. Growth is optional.”
  • Bring it on. Getting knocked down is part of life…getting back up is, too.
  • Stop trying to be happy. Happiness is an emotion that draws its power from others. Joy is an attitude that depends only on you.

The gym is crowded in January. This muscle can be exercised anywhere.

Ask Yourself

The busyness of the fall is swiftly followed by the buzz of the holidays.
But take a moment to reflect on how you and your team are functioning.
Is your team running on all cylinders? Are you operating with minimal chaos (and drama)? How is everyone’s attitude? How is yours?

If you have someone whose work is not up to snuff, ask yourself: are they not right for the position or not ready?

There is a difference. And if they are not ready – you MUST ask yourself: do I have the time and resources to develop them?

If you have someone who is regressing, ask yourself: do they know what I expect of them?

Or, have they lost interest because they’re under challenged?

If you have someone whose work is great, but they resist feedback or have a crusty attitude, ask yourself: do I have the courage to talk with them about their attitude?

Ask Yourself

The busyness of the fall is swiftly followed by the buzz of the holidays.
But take a moment to reflect on how you and your team are functioning.
Is your team running on all cylinders? Are you operating with minimal chaos (and drama)? How is everyone’s attitude? How is yours?

    • If you have someone whose work is not up to snuff, ask yourself:

are they not right for the position or not ready?

    There is a difference. And if they are not ready – you MUST ask yourself: do I have the time and resources to develop them?
    • If you have someone who is regressing, ask yourself:

do they know what I expect of them?

    Or, have they lost interest because they’re under challenged?
    • If you have someone whose work is great, but they resist feedback or have a crusty attitude, ask yourself:

do I have the courage to talk with them about their attitude?

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