Hair raising experience this one.

Okay so it is half way through the week and I’m just getting to my blog. It is Christmas after all and I think I am still recovering from last week.

My week did not go exactly as planned – but it did go to other peoples plan. My colleague had put a ‘speaking engagement at the airport’ in my diary. This was in fact a complete ‘set up’ – the team was playing a trick on me – they got me to the airport and RedBalloon extreme category manager Jay Bardon announces “Surprise we are taking you in a brand new Helicopter on one of our brand new experiences” – Exclusive to RedBalloon Night flight over Sydney (it was not actually night but that is a detail).

So within minutes of leaving the office thinking I will be presenting to a group of aviators – I’m taking the helicopter view of Sydney feeling very loved and very lucky that I have such an amazing team who don’t mind playing a few tricks on me…

In addition to doing my first ever gig as an MC for Voiceless, I was on the stage at the Ultimate Job event talking about the importance or purpose, as well as cheering on the Best Buddy pair of the year at Best Buddies day… Last week I touched or worked with six not for profit organizations in various capacities.

Christmas is in full flight at RedBalloon and as a result any spare moment I had I got in touch with many many customers as part of our ‘All hands on deck” approach to the customer experience. I found it quicker to pick up the phone and respond to a customer query in person. I got some pretty funny reactions when people said ‘is that really you?’ or classic ‘I wouldn’t have been so stroppy in my email if I thought you were really going to answer it.’

I continue to love being on the phone to customers. As did our marketing, IT, corporate and PR people – we enjoyed sharing the experience of being with our customer experience

'Retro' BBQ barefoot bowls bash

execs helping out with our Christmas, which meant by the time we got to the Friday afternoon ‘barefoot and bowls RedBalloon Christmas bash’ – we had plenty of stories to share and delight about. The team had chosen ‘retro’ as the theme.. which somehow transformed into an ‘80s’ theme. Why is it that I thought ‘retro’ was ‘60s’?

This week (in Sydney every day – amazing)

Monday: one on ones and Christmas at RedBalloon
Tuesday: PR Review and Company meeting
Wednesday: Book Launch ‘True Leadership’
Thursday: Lunch with David Koch
Friday: It’s all about the customer experience

Looking forward to a RedBallooner Christmas

Christmas, Christmas, Christmas…. Oh it is ‘the season’ and I do love it, such a time of celebration. It seems as if the last week rushed by, with interviews and a speaking engagement – and lot’s of meetings and writing – but really my focus now is all about being part of the best Christmas ever at RedBalloon.

I had a wonderful week in Melbourne being very productive and enjoying the city. Melbourne is such an important market for us at RedBalloon and I am always happy to be the nominated RedBallooner to support our customers and suppliers in such a fabulous city.

Coming up this week:

Monday: One on One meetings, hang out with the corporate team and meet the CEO of Good Beginnings
Tuesday: Best Buddy pair of the year review and supporting the RedBalloon Customer Experience team
Wednesday: Keynote at the Aviation Club and MC for the Voiceless Awards event
Thursday: Brisbane for meetings
Friday: RedBallooner Christmas party

Volunteering at Our Big Kitchen - with Best Buddies

Kahlil Gibran: “You give but little when you give of your possessions. It is when you give of yourself that you truly give.”

You would expect that I would write a blog at this time of year about the importance of giving – Christmas is everywhere, especially at RedBalloon. However here’s a thought: One of the greatest gifts you can give is your time – and when you do – you will experience a euphoria, which is very good for your own well-being.

Basically when you give – you get… This has long been document as part of the five elements of well-being outlined by the New Economic Forum; but here are some statistics that I just discovered: A 2006 report found that adult Australians who volunteer has increased from 24 percent in 1995 to 58 percent. Being a volunteer is incredibly good for your health (as well as the recipient). It has been referred to as ‘the helpers high’ – which is the sense of satisfaction and comfort that is created from knowing that you have done something to assist another human being.

Professor Stephen G Post tells us “focusing on others causes a shift from our unhealthy preoccupation with ourselves and reduces the stress-related wear and tear on our body and soul.”

Giving doesn’t need to be extravagant or formal – but it does need to be regular to have ongoing benefits to your well-being. A simple visit to the local retirement home for a game of scrabble, or reading in a class room at the local pre-school all work all would do the trick.

Here’s some facts:

• Regular volunteers will live longer
• Volunteers are less likely to experience depression, and they are more satisfied with life
• People who spend on others are happier – than when they spend it on themselves.

So perhaps this year you could put on your Christmas wish list – “half a day every month to volunteer in my community” – and you will be the better for it.

As Winston Churchill famously said “We make a living by what we get, but we make a life by what we give.”

For watersports lovers, if regular water skiing isn’t enough, why not try being towed behind an F-16 Fighter Jet for the ultimate water skiing experience? Or for the cricket fanatic, the chance to be the third umpire at the cricket world cup final.

When the RedBalloon team source products like these it reminds me just how much fun can be had in the workplace. Considering we spend around a third of our lives at work, we’re foolish not to embrace the opportunity!

‘I can no other answer make, but, thanks, and thanks’. William Shakespeare.

As I just complete my tenth Christmas at RedBalloon – I experience a sense of overwhelming gratitude. I have been truly humbled to see how RedBalloon has captured the imagination of so very many people.

In my wildest dreams ten years ago I never thought that we would make such a profound difference in all sorts of ways.

I thank the businesses and organizations that believe in what we do – and believe in their own people and choose to recognize them with a RedBalloon gift.

I thank the experience supply community who every day deliver experiences and fulfill on our promise of providing fabulous things to do.

I thank our other suppliers, like Bluefire, PwC, Westpac, Qantas and Telstra (and many others)– these big businesses who’s services mean that we operate smoothly and efficiently.

I thank the many marketing partners and agencies we work with – who understand our vision and believe in the dream

I thank our retail distribution partners including Australia Post, Coles, Woolworths, Myer, Big W and Target who are trying something different in store

I thank the 300,000 customers who came on-line in 2010 and purchased an experience gift for someone special (and reduced the clutter on the planet in the process.)

I thank those who are dear to me; my family, friends and fellow business leaders who never tire of my enthusiasm and energy.

I thank most deeply my colleagues past and present – who make RedBalloon the vibrant, fun and amazing place that it is to be.

And I thank the RedBalloon leadership team who constantly steer the ship – executing the plan and keeping all aligned – tirelessly.

Together we have created something… The dream of changing gifting in Australia forever is well on track….

Thank you! Thank you for believing moment by moment that it is absolutely possible; that what people want more than anything is special moments with those people who are important to them.

“For your thoughtfulness and generosity, from you I have learned much of life’s philosophy – Thank you sincerely.” – Author Unknown

Gifts Gone Bad

They both make really bad gifts…and Australian’s wasted $1 billion on stuff like that last Christmas.

Unwanted gifts reached an estimated $1billion in Australia last year. As Kris Cringle buddies are assigned to family members and work colleagues in the upcoming weeks, please remember that what you think is a good gifts can go badly.

The research tells us that gifts ranged from the mundane to the outright awkward including: hankies, tandoori spice rub for chicken given to a vegetarian, a dog bowl for a dog-less recipient, a brick, cellulite cream and even inappropriate sexual gifts.

The topic of inappropriate gifts has generated keen interest from our RedBalloon Facebook fans, who have shared nearly 100 stories 2 of shock, horror and surprise as a result of being given inappropriate gifts. One entrant talked about receiving a box of tea and undies from a fellow colleague as a Kris Cringle. (see more at the When Gifts Go Bad site)

Unsurprisingly, the giving of inappropriate gifts is also taking place in the workplace, as experience gift experts RedBalloon observed in their reward and recognition survey of 3, 053 employees  RedBalloon asked the employees what was the WORST gift they have received from an employer.

The responses ranged from strange, obvious freebies to creepy. From rubber chickens, a defecating reindeer, baked beans, floral shower caps, CDs that bosses really want for themselves, hand soap and even bath robes. Only 16% of employees have NEVER received a gift they would rate as terrible, leaving the majority of employees exposed to corporate inappropriate gifting blunders.

Gifts should be memorable… for the right reasons! They are about enhancing a relationship, not breaking one.

According to research by eBay, 43 percent of Australians currently store their unwanted gifts in cupboards, and it comes as no surprise that they attempt to hide them away if they are as inappropriate as the responses suggest. There is too much stuff on the planet anyway.

How simple it would be to make people to feel good this Christmas, not look at a gift and think ‘they don’t know me at all’ and let it gather dust in storage. – what people want more than anything is time with the people that are important to them.

What is your tragic tale of a gifting blunder – Do tell us!

Oprah Winfrey is coming to Australia for the first time in December and the RedBallooners are bouncing off the walls with excitement over the idea of sending Oprah on a RedBalloon experience while she’s here.

Okay so I need a hand with this – I pride myself of being a good gift giver (you sort of have to be if you are Australia’s largest online gift retailer)…. So there are high expectations when it comes to what I (or the team at RedBalloon give as a gift). We’ve been in touch with Tourism Australia – and they think it is a fabulous idea to give Oprah Winfrey a RedBalloon experience when she comes here.

We were most pleased that this could be possible – however now we are all a flutter – ‘what do you give Oprah?’

We love to give people a good time here at RedBalloon, it’s in our blood, and who better to send on a RedBalloon experience than the woman Vanity Fair once described as having “more influence on the culture than any university president, politician, or religious leader, except perhaps the Pope.”

I think it is pretty impressive that Tourism Australia has achieved this marketing coup. I know they spend millions on TV advertising around the globe every year – but clearly this is so much more powerful to have Oprah – say to her 9 million viewers (in 145 countries) ‘Australia is a great place to hang out.’

Managing Director of Tourism Australia Andrew McEvoy estimates in 2009 “international visitors would have injected around $25 billion in to the Australian economy”* The international coverage of her visit will be huge as well. So clearly RedBalloon want to put it’s best / most appropriate / perfect experience as a gift to her.

What do you suggest we give her?

Imagine giving Oprah the chance to go sky diving over the beach, swimming with whale sharks, snorkelling on the great barrier reef, fly a helicopter over the harbour, learn how to cook an old fashioned Aussie barbeque or go hot air ballooning! This is our chance to really show what we have got – and why this is a uniquely Australian gift.

We need to demonstrate to Tourism Australia that RedBalloon has the perfect gift… and that is where I need your help by signing our public petition Let’s send Oprah on a RedBalloon experience and of course this is a volume play – we need everyone to show that Oprah does also need to experience a uniquely Australian entrepreneurial success story – so we need many many people to make their suggestion.

In addition if you’re on Twitter join in on our hashtag conversation by including the hashtag “#Oprah4RedBalloon”… and then add your favourite RedBalloon experience suggestion. E.g. i think Oprah should go shark diving #Oprah4RedBalloon

Thanks so much for your help with this we’ll let you know how we go! (and thank you also to the 824,556 people who have shared the RedBalloon experience in the last nine years).

Before even really thinking about it – I had been kidnapped and was on my way to Wollongong. Runners and strides were found and the pre briefing complete. Then we were on the little bus on the way to the airstrip. I elected to jump first. If I was going to do this – I didn’t want to think about it much. (I had Heli skied the week before – and I still felt this was an amazing achievement – so believed if I had done that, then I can do this). I’d never considered myself an extreme sports girl – but here I was – sitting at 12,000 feet in a light aircraft – with the door open looking out over the beach – ready for the tandem jump.

Then as they say – the rest is history. I was amazed at how calm I was, how much I enjoyed the experience of both free falling and gliding to the landing. It was smooth and so well run. I am so pleased that I took this on. It was spontaneous, and a wonderful experience to share it with the team. Thanks for including me… oh what fun at work on a Monday.

As an employer of choice our people plan is a critical part to the success of RedBalloon. I urge business leaders to make sure that they review their employee recognition strategies too. The people who supported us as we tightened the belt, got our heads down and did the work. There might not be budget for salary reviews or bonuses – but those who are engaged simply must be recognized for their contribution – or they will leave.

While many organisations treat employee recognition as an investment and an essential part of business strategy, a significant number of employers continue to overlook employee recognition – it is simply short sighted.

The latest Hewitt Best Employers study involving 37,000 employees in Australia and New Zealand reveals organisations that genuinely acknowledged and recognised their employees throughout 2009 achieved double the growth in revenue (22 percent) than other organisations (11 percent).  The numbers speak for themselves

However in reality, a large proportion of Australia’s working population feel ignored and undervalued by their employer. Only 44 percent of employees believe they receive appropriate recognition beyond pay for their contributions and accomplishments.

In addition, only 37 percent believe the reward and recognition in their organisation enables them to produce the results they want. This demonstrates the direct impact of reward and recognition on employee performance and productivity, two vital elements that produce financial return for any business.

We as CEOs cannot do it on our own we need people around us who are truly committed to the organisation – and managers that are also recognising those around them.  A formal recognition program makes recognition engrained within your culture. It is about teaching senior leaders, managers and employees to notice the contribution of those around them. Budget must be dedicated to this and recognition programs must be measured and tracked. Recognition is simple, yet so often completely overlooked.

John Millican Managing Director at Recruitercritic.com, a free service to HR and hiring managers that finds, assesses and recommends recruiters to fill job vacancies, has seen an increase in clients wishing to replace high performing employees following a resignation.

Millican offers, “In recent times disenfranchised staff have traded remuneration and benefits for job security. Senior leaders asked their staff to help them ride out the GFC. Highly valued employees agreed to salary freezes, cuts to soft benefits, bonuses and training whilst tolerating an increase in workload due to the redundancies of colleagues.

“Senior leaders must be commercially prudent and now acknowledge the contribution and loyalty of their staff during the tough times or suffer a rising cost of turnover.”

Perhaps an end of financial year gift would be good to recognize and thank the team. Don’t make the simple blunder of ignoring your people… if recognition has been slim this year… best make up for it now.

So I enclose below the outcome… I surprised myself at the depth and rawness of much of the content. Grab a cup of tea, have a look and let me know if you will take on the request I make at the end of the presentation. I look forward to hearing from you.