Veteran Role Model

It is easy to recite the “Remember Me” lines, “You can shed tears that he is gone, or you can smile because he lived.” Reflecting on the impact a recently passed veteran has had on me, it is difficult to fight those sad emotions.

Two weeks before veterans day, Lt. Cmdr. Donald Thompson passed away at 98 years old.  A Navy aviator in World War II, he lived a remarkable life. As has been reported in many places, he fully lived life to the end.  I previously shared his war experience in the Battle of the Atlantic, and on this centennial of the Armistice of World War I, it would be easy to focus on the period of his military service.  For Don, like all veterans, their military contributions to the country are a portion of who they are. My experience with Don, as my neighbor since I was two years old, was of the whole person, and how has had been an enduring role model.

Reflecting back on our interaction, outside of our family, Don has had the most influence on my parents and me in ways that have profoundly shaped our lives for the better.

Professionalism

Without question, he is the first person I knew that was a professional.  Not as a point of status, he wore a suit to work when most everyone I recognized wore a factory uniform. At the time, he was a couple years removed from managing customer service at Lyon Metal Products.  Our family was modest, both my parents worked hourly jobs at the office furniture manufacturer in town, and came from modest backgrounds of our extended families. As a child, I certainly did not recognize this in any measurable way, but looking back, his professional manner and the subtle differences of being a leader, as opposed to being led, came through in his interactions.

When I was in fifth grade I interviewed him about working. It was a sizeable report for a ten year old, but I only recall one question I asked.  Why did he go to work at Merchants Bank after he retired from his career at Lyon Metal Products? His reasoning, “I still have a lot of suits to wear out.”  Though a nod to his dry sense of humor, it reflected his nature as a customer facing professional. And where better to do that than at a bank.

Charisma

A natural friendly, extravert, everyone that came in contact with Don liked him.  The volume of people at his funeral and the number of glowing stories on facebook reflect the caring, personal way in which he connected with people. In these outpourings, I an see that my family and I are not the only ones with which he connected, seemingly effortlessly.

As an introvert, I would gravitate to his wife, Doris, and her quiet nature, but was transfixed by the ease at which Don connected with others.  He made friends and lasting connections in every aspect and endeavor of his life. This seemed impossible for a shy kid that did not want to introduce himself to anyone.  I have strived for that continually, and know the impact of openness and a smile can have on others.

Caring Unconditionally

It is a disservice to quantify such things and the most difficult to put into words. I can say confidently that Don and Doris were the first people, outside of my family, that loved me unconditionally.  They may have deeply cared for other people as well, and I hope that there are many others who had the gifts of life with them that I have. It would be too easy to say that they were like grandparents. I do not want that analogy to oversimplify their effect with a stereotypical idealisation, or to marginalize the relationship of my family.

Whether it was a swim meet or a Cub Scouts event, Don would periodically attend my activities.  This type of caring and interest in others cannot be understated. Learning that there were people interested in my life was significant.  It was a safety net. I knew my parents cared and would support me. Having someone outside of the nuclear family provided an added dimension of confidence.  Although they were childhood events, the particulars of which are long gone, this interest and personal caring created confidence. Pursuing the unknown and trying new things is in part from his unconditional love and support through those formative years of my life.

Giving

During his full time work career and part time jobs after retirement, he always maintained charitable efforts.  Throughout his adult life, he was a Shriner, supporting their causes. For many years he also volunteered at the nearby hospital and raked up over fourteen hundred hours of service.  His giving was my early motivation of helping others. This example has continually motivated me to be involved and give back to others in areas where I can.

Adventure

Although we were only neighbors for four years, Don and Doris’ connection to us endured the rest of their lives. After moving, the frequency of visits with them became more spaced out, measured in months instead of days.  When we would stop to see them, there were always stories of trips they had been on and where they were planning to go on vacation. Don drove them everywhere, they hit almost all 48 states during their 66 years of marriage. Doris also shared with us her love of visiting Bavaria.

Absent their vacation adventures, my only concept of travel was going to see my grandma in Florida.  The concept of going on vacation, in what seemed a far off place, was unimaginable. The stories and trinkets they brought back made these places attainable.  I embraced their stories of adventure. The idea of travel is difficult for some. I think about the twelve countries and twenty-eight states I have visited in my professional career.  Though those experiences are not vacation, Don and Doris’s influence has made embracing the unknown destination my default mindset.

Growth Mindset

Don had a growth mindset well before it had a label.  He was always trying new things. In his seventies he got on the internet, complete with a Compuserve email address. He spent the decade as an octogenarian working part time in customer service at Home Depot (because he was a people person!), and being an early adopter of a smartphone.  In his nineties, he started using facebook (because why not), flew a T-6 Navy trainer aircraft (it was liking riding a bike, he proclaimed) and went skydiving (how did a doctor clear him to do that?).

The growth mindset was ingrained in who he was and remarkable to see from a front row seat. My effort of writing in the last couple of years is definitely a result of his influence, as a creative outlet and tackling a new domain. I hope to maintain such endeavors and continue to be relentless in learning like him.

Closing

We are fortunate to have veterans whose sacrifices in the past, along with those active duty service people enduring today, have made this present possible for us.  I am so fortunate the relationship I had with Lt. Cmdr. Don Thompson and the positive after service impact he had on me, as well as all those he touched in his civilian life. Reflecting back, there is no doubt he has significantly contributed to the life I have today.

 

Thank you Formtek!

Time files. The twelve years here have gone quickly. Strangely, I can reflect back to different periods of time, and they don’t seem long past. The last few months have been a personal struggle; reflecting on what I could do and how I could stay with this organization forever, then posit that if I am going to make a change, for my family’s interest, the time is now. The tug of staying here with this wonderful team has been a steady force, making this decision all the more difficult. Some of you have told me that making a move like this is brave. This is a good company made up of great people, and there is some risk in trading this for unknown challenges. For those that see this change as bravery and am happy for the new future ahead, thank you, your sincere feelings will fuel me through the uncertainty.

I have struggled to come up with what to say, and how I may thank everyone here. I could go around and thank everyone for something, and that is a reflection of the healthy team we have here. Instead, to emphasize the magnitude of their significance, I want to focus on a few.

The thanks start and end with Brian.  He knows this, as I have told him many times.  He is the one that hired me and that pushed for me when Joe didn’t want me because I was too young. Brian selflessly stepped aside so I could be the sales manager and he stayed with the organization. Without his short-term sacrifice, I would have not not had the growth and opportunities that I do today.

It is also important for me to thank Bruce and Darren. They have been extremely supportive of my development.  A lot of the things I have worked on or crazy back to back travel itineraries were not assignments from them, but instead was my pursuit of opportunities that I saw for the business.  I have benefited tremendously from being provided that latitude and hope that these development efforts will be beneficial for the organization for years after I am gone.

The last one I want to single out is Paul. He and I have traveled a lot of places, in search of sales, as well as setting up and tearing down numerous trade shows. For the past 10 years, we have spoken, skyped or texted almost every single day. I consider Paul a true friend, and my future will not be the same without this daily interaction.

I could not think of how best to sum up all the moments and experiences that have occurred over the years. Recently I read The Tao of Pooh, and I came across a passage the seemed like a perfect fit to describe my time at Formtek:

“The honey doesn’t taste so good once it is being eaten; the goal doesn’t mean so much once it is reached; the reward is not so rewarding once it has been given. If we add up all the rewards in our lives, we won’t have very much. But if we add up the spaces between the rewards, we’ll come up with quite a bit. And if we add up the rewards and the spaces, then we’ll have everything–every minute of the time that we spent.  What if we could enjoy it?”

I have enjoyed my time at Formtek. Not only the high points of our success, the rewards, but the process and path to those successes, the time in between. I can say that I came in to work here, striving for success and how we could be our best.
I leave here fondly thinking of Formtek.

Good luck, all the best, and thank you very much!

Missouri S&T Athletic Hall of Fame Induction Speech

2018 Missouri S&T Athletic Hall of Fame Class

Even though I received the letter 4 months ago, I am still surprised to be here today. It’s quite humbling.  Being an engineer and swimmer are a couple of the defining elements of who I am, so this honor feels like a combination of the two.  

Nowhere else can I start than by thanking my parents.  Their sacrifices, financially and emotionally, as well as nights, weekends and missed family vacations, are the reason I am standing up here. This honor is theirs more than anyone else. Thank you.

Also, I want to thank Doug Grooms and Mark Mullin.  Coach Grooms doggedness in recruiting me was a key factor in landing here.  With a limited budget, he maximizes the resources available and maintains a nationally ranked team year after year. During my time at UMR, Mark was head of the NCAA swim committee and kept swimming a priority at the Division 2 level.  Student-athletes continue to benefit from his commitment to the sport and NCAA Interscholastic athletics in general.

I did not expect him to be here today, but I feel it also important to thank Keith Bailey. His continued financial support of the university has made this experience possible for countless students, including me.  Along with a group of students, I was fortunate to meet him during my time in Rolla. He shared with us a story of accepting new challenges. My takeaway from that encounter is to embrace the new and unknown. In this era, many challenges we tackle are unprecedented, there are no right or wrong answers, we need to try, fail quickly, learn, and keep pushing forward.

I am also grateful for my teammates and those I was fortunate to help coach and recruit while I was here. Reflecting on the other swimmers that have preceded me in Hall of Fame induction, and those I expect are upcoming, it is hard for me to see how I measure up to the heights of their athletic accomplishments.  Since finding out about this honor, I have reflected on how I got here and why I may have been selected.

Recently I read the allegory of Taoism by Benjamin Hoff, which helped to galvanize my perspective:

That doesn’t mean that the goals we have don’t count. They do, mostly because they cause us to go through the process, and it’s the process that makes us wise, happy, or whatever. If we do things in the wrong sort of way, it makes use miserable, angry, confused, and things like that. The goal has to be right for us, and it has to be beneficial, in order to ensure a beneficial process. But aside from that, it’s really the process that’s important.  Enjoyment of the process is the secret that erases the myths of the Great Reward…Perhaps this can help to explain the everyday significance of…the Way.

During my time in Rolla, whether I was a student, athlete, teammate, researcher or assistant coach, I embraced and enjoyed the process.  I hope that embracing the process is the legacy I left. The experience in Rolla and embracing the process has had an immeasurable influence on my life, for which I am forever grateful.  

Thank you!

 

Leadership Imperative in Fast Food Management

leadership and cultural develop needed in fast food

Not to overstate the impact, but this is a pivotal moment for the fast food industry to be better employers. With seven major players in that market agreeing to forego their anti-employee ‘No Poach,’ clause. For many workers, a job in fast food is a stepping stone on a career path to a livable wage.  Granted, there is some that move into supervisory roles and management who can flourish in the industry.  At the minimum wage levels for ‘associates,’ it is not a career.  Despite this, the impact for associates can be profound. With the no-poach clause removed, employees are effectively at-will. Now, food franchise leadership must differentiate themselves to retain employees. Yes, the ability to move around more freely will pressure the wage levels and that will be balanced with the move to further automate stores. Now, like any industry, they must inspire and lead effectively to retain workers.

There are two fast food restaurants near our office, which are different brands, within walking distance.  Based on proximity, they are recruiting from the same pool of candidates. What continually amazes me about these two stores, is the distinct contrast in the customer service between them.  The store that has been here longer has predictably poor service. [poor leadership?] On a number of occasions I have received my sandwich and then, driven to the office, only to find that it is a bun with condiments only, the star of the show (egg, chicken, beef, etc)  is missing! After an initial attempt going back to the store, the general indifference from the associate made the effort appear fruitless. Based on the lines at each register and drive-thru queue wrapping the entire parking lot, it seems that my dissatisfaction will not be a blip on their radar.

The other store, which is opened in the last seven years, is a completely different experience.  Every time I go in or use the drive-thru, the experience is prompt, accurate and positive. Over the time they have been opened, I notice the faces change, but the experience remains the same.  [good leadership?] With the predictable, positive experience, I go back. Colleagues remark that they do not like the food there, but it is easy and dependable, so when they are in a pinch, that is where they grab a quick bite to eat.

It would be easy to lament that for several generations, fast food was the common first job, to learn responsibility, experience leadership from an adult that is not from home, school or church, and to gain the skills of money management.  Certainly, there are a lot of first jobs that can teach those skills, but with the transition from fast-food to fast-casual and the decline of teenagers with summer jobs, the face of fast food has gotten older. With the ‘No Poach’ clause, these older workers, with the skills developed in fast food, were relatively captive, unless they could make the leap to another industry.  With that barrier removed, employees can now move around and earn more where their skills may pay better. But the impact now is greater than the wage.

The difference in customer experience between the two restaurants belies a greater issue: leadership and culture.  The first store does not hire all the indifferent employees and the second store filters through and only picks the good ones, over and over.  The restaurants, and particularly the franchisees, have to assess their culture and the leadership environment they foster, or lack thereof, to make the jobs they offer a meaningful experience for the employees.  The head of the International Franchise Association indicates that these minimum wage jobs were not meant to be livable or permanent.  If that is the case, then beyond the explicit task of getting the job done, these store owners need to focus on the value of the job to the employee, for the time the employee is there, to develop their skills for that next job, and to foster the environment and a leadership culture.  Then, when the inevitable employee turnover occurs, the next wave of personnel embrace the established culture and can propel it forward, in a sustainable way.

For anyone leadership looking for a valuable tool to share with employees, here is a great podcast from organizational psychologist Adam Grant on emotions at work.  And for further reading for leaders, take a look at A More Beautiful Question.

 

Book Review:  A More Beautiful Question

Look for the questions, not the answer to the puzzle

If you want to open your mind, value growth, or are curious about generating change and coming up with big ideas, then this book is one to consider.  The book jumps in posing a number of thought-provoking questions, to prime the reader for the book’s intent. This hook was compelling to me and at only 272 pages, I was surprised how quickly it read.

two book cover versions for A More Beautiful QuestionThe book frames a number of commonly recognized products and how they were developed by asking radical questions:  Pandora, Cracker Jack’s, Salesforce, as well as the blade prosthetic foot, among others. The book offers up research and practical ways to generate questions.  Do you want to tackle some tough questions? Then start with a few easy questions and progress to more difficult.  Answering the easy questions helps open up your mind to tackling big ideas.  ‘Big ideas’ is also a recurring theme throughout the book, as well as accessible strategies. One story shared a Questioners tactic: after creating a technology sabbath on Saturdays, she began saving questions to contemplate during this undistracted time.

After reading the book, my takeaway is that the author does an excellent job of transcending the purpose of questioning.  A More Beautiful Question can be a guide for question thinking if you are a leader of an organization, a parent, or a thought worker.  The ideas presented open up anyone to tackle question thinking, be it business challenges or personal obstacles.  And the tools outlined apply at any scale, again, from, “How can I do this better,” to “What is our organization’s purpose in this world.”

Despite the book’s grand title, the message presented is clear, relatable and applicable to anyone who wants to break out of the answer routine and start thinking about questions whether

Further thoughts for Leaders

One of the realities posed by the author is business types.  He shares that old line businesses, particularly in the US and western Europe, many of which were created after World War II and then run by those from World War II, were built on an organizational structure where leaders have answers and there is little room for questions. These environments will have the most opportunity, and challenge, for adapting the question mindset.

Having recently read The Multigenerational Sales Team by Warren Shiver and David Szen, A More Beautiful Question raised questions in my mind about the generational impact of being open to questions.  Certainly, the book mentioned questioning as being a cultural taboo, in Asian countries for example, asking questions makes one appear they are not knowledgeable, so The Multigenerational Sales Teamthe idea of questioning is discouraged.  Recognizing this limitation, companies have brought in consultants for the explicit purpose of asking, seemingly obvious, questions, because the organization is unable to ask those questions of themselves.

From a generational standpoint, the book raised concerns to me about the ability to gain traction with question thinking across generations.  Millenials, and certainly Gen Z, having grown up with the ability to type Google a question whenever they want, are most comfortable with the questioning method.  But what about Gen X?  Prone to offering up rebuttals, would that discourage the questioning process?  What about Baby Boomers and Traditionalists? They have existed in a top-down, hierarchical business world, where questions are the exclusive domain of the novice, and not asking questions is [incorrectly] linked to higher knowledge status.

It is an oversimplification and disservice to take this generational point too far. Every generation is made up of many individuals with varying levels at which they identify with their generation’s norms, across a continuous spectrum.  As the leader of an organization, the generational consideration is a warning for how the embrace of question thinking can be approached.

And that’s what makes this book great.  The author touches on other factors which contribute to openness for asking questions.  For example, Silicon Valley is an incubator for asking questions and coming up with new, big ideas.  Montessori schools and similar question-centric education systems are a breeding ground for question thinking.  Even, being well traveled and having a broad, liberal arts, education, helps to ask questions.  Having diverse interests and reading a wide range of topics, helps to generate questions.  Writing, particularly journalism, is a great way to provoke the more beautiful question, which is particularly true for the author, Warren Berger, which is what started this journey for him.

Note:  Cover Image from David Stern