Wednesday, January 13, 2010

SABM's "Believe Instead" Forum

I am rushing through reading this book (in between meetings, course, photocopying and meals) as it has been gathering dusts for 2 months and in no time, i will receive the third reminder from the library. Yikes!

One of the topics is "In the absence of orders, initiate appropriate action". Let me extract the story shared under this enlightening topic.

A few years ago, I was lucky enough to hear Isadore Sharp, the CEO of the The Four Seasons, speak. He told the audience that one of the biggest factors in their success is their policy of hiring based on attitude; that competence can be taught. He feels that this hiring mandate is among the reasons The Four Seasons has become the world's leading luxury hotel chain. Additionally, he told us that one of the biggest facors in both guest and employee satisfaction is their zero mistake policy: when mistakes inevitably occur, employees are trusted to use their common sense to turn mishaps into service opportunities.

The result? A win for guests as they get immediate rectification of a problem, without having to track down management. A win for employees, as they feel trusted by management to exercise their good judgment. And an overwhelming win for management, as they have both satisfied guests and employees.

Many years ago, I had a client who was a trainee stockbroker at one of Manhattan's larger firms. One day, he was in the men's room, which was littered with paper towels. He began picking them up. At that moment, one of the directors - a fairly Zeus-like figure - came in the bathroom and asked him what he was doing. He said he was picking up paper towels. The director asked why. He said because they were on the floor. The director pointed out that this wasn't his job. My client [the trainee stockbroker] agreed but said that should a client come in, it would give them a poor impression of the firm.

Suffice to say that while this did not gain him immediate access to a corner office, his display of initiative did a lot to enhance his reputation with those occupying corner offices.

Too often, we leave meetings without a clear sense of what our particular assignment is or could be - without having taken ownership of any piece of the action - simply because no one asked us directly to do so. As you can see, however, embodying and rewarding shows of initiative can be a pain - and cost-free way to move up in the ranks, inspire employee satisfaction, enhance revenues, and last but certainly not least, allow you to fall asleep at night confident you did everything in your power to be your best."

For me, the last bit is the most rewarding brownies' point in our life. Don't you think?

"The world is a dangerous place, not because of those who do evil, but because of those who look on and do nothing" ~ Albert Einstein

So, why not spare your saturday afternoon next weekend attending Saya Anak Bangsa Malaysia ("SABM") Forum? They say when a muslim decided to perform his/her Haj, he/she has to drop his ego and open his heart to reap the benefits of performing the final pillar of Islam.

Same goes here. I am sure you won't just look at things and do nothing about them after attending to such forum. The least you could get from the Forum is that you could feel the sense of belonging - primary need of human beings - that we want the best for this Ibu Pertiwi by initiating the best actions for it and its people. Yes, you are not alone - after all.

p.s. A fitting song for this post would be Leona Lewis' "I Got You" ....

"Ain’t falling a part, or bitter

Let’s be bigger than that and remember

The cooling outdoor when you’re all alone

We’ll go on surviving

No drama, no need for a show

Just wanna say

I got you"

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