Coffee with Love

This is what we get when things are done with a heart and soul through the mind.
Can you imagine how Starbucks positioned their customers? I can feel as they treat us as good friends, judging from the act of taking the trouble to inform us on the outlet closing or re-location, with a meaningful message. I'm touched!

This is great example when a business successfully invested in People, to Perform and eventually generating Profits! When a company tries to skip the People part and jump straight to Performance and Profits, most of the time, the employee retention will be low. As people don't feel appreciated and the sense of belonging is shallow. Therefore, resignation letters are flying here and there!

Some management implement a policy where "I set the rules and if you don't play by it, take a flight and leave!". Guess what, employees will do accordingly to grant your wish.
How can one rule, conquers all? Imagine one medication to treat all kinds of disease.
People are different and we are an organic human being that are suppose to be emotional, don't we? We are not cows or chicken! We have moments of celebration, moments of achievement and moments of dissapointment as well. At the end of the day, what is so great about money if it doesn't enrich or uplift someone's life?

If we want a harvest of a year, grow wheat.
If we want a harvest of 10 years, grow trees.
If we want a harvest of a lifetime, grow people.

Eventually, People will grow your empire!

Weakness = Strength

Last year, I've written "You From Jupiter, I From Neptune!", about different people with different personalities or thinking styles. Basically people are either a Task-Oriented, People-Oriented, Introvert or Extrovert person. I've found out in different circumstances, a person's Weakness can be the Strength and vice-versa.

Case 1: Be Positive or Negative? We might stay away from negative people but it is those people that will question the practicality and viability of a venture. That is why the term "Cautiously Positive" or "Realistically Positive" are a balance way to move forward, with caution.

Case 2: An Extrovert must be better than an Introvert? An Introvert, who is always being seen as having a non-active or passive personality? The cold, Yin person! Boring to meet them huh...
They might be "allergy" to social gatherings or public speakings but they are really good in processing data and really comes in handy when it comes to planning and organizing. And most of the times, an Introvert will only say the right thing at the right moment because they process thoughts before speaking it out.

Case 3: What about being Open-Minded or Narrow-Minded?
If we are open-minded, some might see us as a non-principled person. Because we are so OPEN and not really focus in life. But open-mindedness can be a source to prevent argument and to adapt to alternative solutions during a crisis.
On the other side, if we are narrow-minded, some may think we are too STIFF and not adaptable to the changes around situations. As Charles Darwin quoted, "It is not the strongest of the species that survives, nor the most intelligent, but the one most responsive to change". But narrow-minded people might get things done as they are focus and doesn't deviate.
Perhaps in a marriage, we should be NARROW-MINDED and focus in one relationship.
But in a business, we should be OPEN-MINDED and be flexible to change.

Case 4: Is Perfection a must? We thought having a perfect command of English will be highly perceived as gentleman! Not really. I've watched a durian-seller, who is a millionaire, speaking broken English that can stir up a crowd and motivate them as opposed to another professional & eloquent speaker who speaks perfectly great, but extremely boring and I felt sleepy listening to him......

So, what's the conclusion?

Between Flexibility and Focus, which one is useful?
Between Negative Thinking and Positive Thinking, which one is better?
Between a Sociable and a Bookworm person, which one do you prefer?

I would say all of it are beneficial, if it is used in the right place.

Flexibility should be practised in business while Focus can be very useful when we want to lose weight!
Negative Thinking and suspicion can be used to uncover crime activities while Positive Thinking can be very uplifting and perhaps, a trait of a cheerleader!
Sociability might be able to improve contacts and networks while Introvert can be a great listener for people who needs a shoulder to cry on!

Therefore, I think a person doesn't really has Strengths or Weaknesses. It really depends on where and how someone use it for betterment or for worst. If having the Right People doing the Wrong Thing or the Wrong People doing the Right Thing, it will be the worst of it. Unless it is the Right People doing the Right Thing, it would be a perfect match!

Remember, before criticising others and magnifying people's weaknesses using the wrong lens, we may want to review "where" is the weaknesses being seen.

I should remind myself as well!!

Coffee-Business serving People or People-Business serving Coffee?

What an amazing book from the former President of Starbucks which contains nothing about coffee!
It is about how Starbucks focuses on People over Profits!
"There can be no coffee without people!"
That is the true essence of Starbucks.

Some companies believe that building a system, the system will build the business.
But Starbucks believe that building people, the people will grow the business!

I personally like one of the sayings in this book:
"Think Like A Person of Action and Act Like A Person of Thought".
Wow, simple & yet powerful stuff!

It is sort of the Yin & Yang between the Thoughts & Actions.
At times, we need to Think first before the Action. But sometimes, we need to Act first, then Think later.
This is very true especially a new opportunity arises.
When we analyze from A --> Z before taking actions, we could have miss the boat. And sometimes the boat doesn't return!!
But we can't be recklessly doing and running like a bull as well and be stubbornly positive about a hopeless projects. Persistency has to be coupled with Flexibility.
Imagine someone still persistently having faith & thinking positive about the growth of cassette industry in the year of 2011!!

Another empowering principle that I like from the book as well:
"The person who sweeps the floor should choose the broom!"
Some company truly believe human beings are capable of independent thinking if certain rules are removed.

Should we follow rules or should we fulfill the needs of people? The rule tells people "how-to-do" instead of explaining "why" & "what we are trying to achieve".

At Starbucks, they believed that they're in the Human Service Business, not the Customer Service Business.
As long as People are not being treated as Assets or Labour Costs alone, they can flourish in the environment of Encouragement, Appreciation, Reward & Respect.

Eventhough nowadays, consumers tend to go to Oldtown, Newtown, Georgetown or whatever Town kopitiam, I do prefer Starbucks off & on as I like the feeling of being greeted as a "friend" than filling up order number in kopitiam and passed it to a foreign worker who sometimes doesn't understand my extra request. I am saying this with all my respect to the foreign workers who contributed to the lack of workforce in the F&B industry. But sometimes it is good if we can understand them and vice-versa.

Let's learn to be a Logical-Person, Emotional-Person & a People-Person.

You from Jupiter, I from Neptune!

Every human being is different.
Different in thinking, behavior, personalities, taste & style. Depending on 2 factors;

Part of it is Natured and the other part is Nurtured.

If we blend it together, we'll have a Group.
Fuel it with Vision & Culture, the Group will become a Team.

A healthy and perfect team would consists of a DRIVER, a COMMUNICATOR, a PLANNER & an ANALYST.

A DRIVER sees the macro view as a whole. Risk is the Driver's breakfast! The word "No" and "Can't" will stir up a "tsunami..cal" reaction from the Driver coz they are butt-kicker!

We need Drivers to say GO, GO, GO....LET'S DO IT, LET'S GET IT DONE, LET'S MOVE!
Basically they are result & tasks-oriented, outspoken and sometimes doesn't really look into the consequences.
But becareful if it is practised to the extreme resulting in ignorance on people's needs & feelings. No doubt we need Driver to steer the ship forward. Try to calm down with Lavender's tea from time to time!

A COMMUNICATOR inspires and sometimes able to erupt a volcanic excitement among team members and influencing the Red light to turn Green!

They are happy-go-lucky and like a sense of spotlight shining on them at times.
They are relationship-builder, influencer and innovator. They are best fitted in Marketing, Advertising & PR department. They can be great leader because inspiring people is always better than just merely managing people.
Forgive & Forget are their mottos! Passion is in their DNA. Enthusiasm stick in their hemoglobin!
They are the Links, Lubricants and Bridges of an organisation. Without them, it is BOOOOOORRRRRRIIIIIIINNNNGGGGG!

While the communicator is always on the frontstage, the PLANNER is always working on the backstage ensuring the process, procedures and alignment are in place. If "Ah Lian" wants to sing and open a concert, she definitely needs "Ah Beng" as organiser! "Ah Lian" can't be singing and organising at the same time and same goes with "Ah Beng", period!

Planners are able to see the pros & cons of each projects and normally they have more "white hair" than anybody else because they think a lot!
It might slow down the whole process but it helps to minimize blockages or potholes that other department needs to fill through along the way.
Planner is not an outspoken person and at times, you'll misunderstand that they have no opinion!
They are peacemaker and dislike arguments or confrontations. They rather sacrifice themself than to provoke someone.
If you have problems and like someone to listen, a shoulder to cry on and a tissue for free, call them!
Loyalty & Friendship are what they cherish in life.

We have the DRIVER that kicks-butt, the COMMUNICATOR to innovates, the PLANNER to oversees from A --> Z, finally we have the ANALYST which has a biiiiiggggg left brain working on details and information.

While the Communicator has a problem figuring out what's the real deal with Bank A's offer, the Analyst can summarise Bank A, B, C & D's offer and pick the best deal!
They are meticulous, logical and analytical.
"Disney..istic" imagination doesn't appeal to them. "Matrix" figures attract them like bees & honey.
But extreme analysis leads to paralysis sometimes. Therefore, most entrepreneurs are not analyst. They survey a little and the rest is about guts and instincts!
No doubt analysts are good in accounting, operation and engineering where precision is needed as much as making a Swiss watch working for a hundred years! Therefore, they are great in a way.

Well, in summary....

If 4 person have lunch together in a fine-dining restaurant; be it the DRIVER, the PLANNER, the COMMUNICATOR and the ANALYST, this is what you'll find out:

DRIVER will say, "Hey, this lunch is on me. Don't worry, just order. We are going to hit 1 million sales!"

COMMUNICATOR will say, "Why not call upon Jane, Michael, Wong, Suzy ....etc, eventually inviting a "lorry" of people joining. As communicator likes gathering and they are people oriented. They like Party!

PLANNER will say, "Hold it Communicator, how much budget do we have? Why not have this big lunch after we hit the 1 million sales? What if we've had this lunch but failed to meet this target?"

ANALYST will say "1 million sales....hmmm, divide it by 4 salesperson, RM250,000 / person. Divide it further by 4 weeks, RM62,500 / week. RM12,500 / day. On average we have around RM10,000 - RM11,000 / day, therefore, why not we eat chicken rice first!

There's no right or wrong in this personality quadrants but more of understanding our own strengths & weaknesses and how to blend with each other to a pre-determined direction.

Now you can understand your teammates better, your spouse better, your friends better, even your family members better (we tend to think moms like to nag, nag and nag...now u know why!).

Don't pre-label yourself as a fix DRIVER or COMMUNICATOR or PLANNER or ANALYST as we can intersect each behavior according to different situations.

As long as we keep improving and learning how to adapt with each other, we'll spell PROGRESS the right way.
Or else STAGNATION & FRUSTRATION fills the gap!

Employee ah, employee....what do you want?

Last month & this month, my current company encounters a total of 6 people resigning. Another 3 thinking of resigning....That's really bad.

I've worked in multiple sizes of company before; small, medium and big.
Some with proper system and some without.
Some are doing competitively great and some are on the sun-set industry.
Some are managed by caring bosses & managers and some are just taking advantage of employees.

Well, finding talents is a difficult task today. Retaining them is even more difficult.

Out of my own journey talking to people as an employee, I've summarised what normally employees are looking for when they work in a company; it doesn't matter whether it has system or not, big or small.

1) Career path - Nobody wants to work forever as an executive or trainee level. The issue is whether the company has a plan to move up the employee on a career ladder or they just want to maintain the "tradition". Another issue is whether the employee is equipped with the skills for the new tasks. Budget allocation from a company in training might be a good idea!

2) Leadership - Manage by using our Head, Lead by using our Heart. Management is more on a Left-Brain area while Leadership is more on a Right-Brain stuff. We have to balance between;
- Looking at the big picture vs. Looking at the details.
- Task-oriented vs. People-oriented.
- Intelligence vs. Imagination.
- Instincts vs. Analysis
- Influence vs. Authority

Can we learn something from the managers / directors or we are just merely working like a robot?

3) Reward - Can you imagine cost of living keep going up and the range of salary remain the same today as compared to 5 - 10 years ago? Nowadays even a chicken rice / economy rice costs around RM4.50 - RM5.50, depending on the location. A typical malaysian car costs around RM40k - RM60k and people normally can afford to buy if the repayment period is drag up to 7 or 9 years. A mid-class apartment / condo costs around RM200k - RM300k....developer's price! Upon completion, perhaps rising up to RM300k - RM400k.....for an empty units excluding furnishing, renovation & decoration.

To me, salary comprises of 3 parts;
- Costs of Living
- Employee's ability
- Employee's performance

We can't just pay a standard rate for fresh graduate RM1,500 - RM1,800 / mth as if it is the same as 10 years back!

4) Appreciation - this is the most significant factor. Being acknowledged and felt we are part of the organisation is most important. Confront privately, compliment publicly. I've seen a boss that wanted to cut short a meeting duration by telling the employee, "Just tell me the bad news or problems faced, skip the good news!". Or "I don't care what are you going to do, just get it done!"

Well, that boss definitely save lots of time but not realising in long term, he is wasting more time by not listening & appreciating staff as he needed to train, re-train, train & retrain due to the frequent movement of people leaving & people coming in. The worst thing happen is when the employees felt they are a commodity instead of human being!

Whether a company wants to keep hiring new people or maintaining the talented employee for future growth will depend largely on the company's direction, mission & culture.

When Starbucks re-define their company mission from:

"WE ARE NOT A COFFEE BUSINESS SERVING PEOPLE....BUT A PEOPLE BUSINESS SERVING COFFEE!", whatever they do or decide will be more people-oriented and not coffee-oriented.

Eventually, it boils down to the Directors or Founders mindset of setting up the business.

What's the purpose of a particular business is being set up?
I've wrote another note on The Purpose of Building A Business.