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

Winner of the Judges Choice - and fitting given I will be in Melbourne most of this week

One of the highlights and most challenging things I did last week was the final round of judging on the RedBalloon 10^th birthday photo competition. The winners have been announced but I was in awe at many of the entries. I would have liked to spend the whole week just looking at the entries over and over – but alas I had a few other obligations.

On Tuesday I was part of the Dream Employer Webinar (thanks for those people who dropped in) – and I presented to the 1500 delegates on Wednesday at the Australian Superannuation Fund Assoc. Conference in Brisbane.  I managed to squeeze in a little mini break – before attending a two day training and development program over the weekend as well as putting a party dress on to attend a black tie dinner to celebrate the opening of the Picasso Exhibition.

I also learned that apparently 20 percent of customer currently visiting RedBalloon are already looking for Christmas Gifts so it sounds like what I should really be getting on with this week is my Christmas Shopping.

I might have a few moments to shop online over the next five days – thank goodness it is so quick AND you can shop online even if you are dressed in your fine evening gown waiting for the cab to arrive (what a fantastic use of time).

Coming up

Monday: Reviews, feedback on the Trimester Plan to CEO, and board meeting
Tuesday: Role playing with corporate team newbies & Interview for a book business & baby on board
Wednesday: Melbourne, RedBalloon experience afternoon – surprise supplier visit – will advise next week.
Thursday: Melbourne, Judging the National Telstra Business Womens award innovation AND attend as an Eastern Region Finalist the Ernst Young Entrepreneur of they Year awards (fingers and toes crossed)
Friday: Melbourne, Attend the National Telstra Business Womens award dinner

Reading:

Small Giants – Bo Burlingham

Alan Joyce at the eXcel Qantas Awards night

As I sit to write my regular ‘Coming up this week’ blog it is not as simple as looking in my calendar and preparing myself for what lies ahead.

Last week was a complete whirlwind – three speaking engagements, two entrepreneurial workshops and one EY entrepreneur of the year judging… which were in addition to my usual meetings and appointments. I thrive on being this busy… however, I probably could not maintain last weeks frenetic speed for more than a few weeks, and I am so grateful for weekends with family.

This week may or may not pan out how I expected. I am supposed to be in Perth in the back end of the week. I have a feeling of deja-vu.

I was working for Ansett during the pilots dispute of 1989 (which does seem so very long ago). I remember when the pilots first chose to strike (some weeks before they ultimately resigned on mass) – each day I would go to work and wonder what would happen. It was very different back then. Firstly the dispute was industry wide and the result was Australia had NO aviation industry for about nine months. (At least the other airlines are still flying.)

As I sit here and wonder what my next week will be like – I remember the feeling of “surely this will only be a few days… surely someone will see sense”.

I know Alan Joyce personally; in fact we were at Ansett together during the pilots dispute of 1989. He more than anyone knows what this means to both Qantas; as an institution and to the Australian travelling public.

Qantas’ rivals do not have the same militant unions to contend with. As an entrepreneur with a clear vision I cannot imagine how hard it must be to deliver upon the customer experience when all parties are not aligned. I have had the privilege of working with Qantas over many years with its eXcel people recognition program, as well as being a ‘peoples choice panelist’. I have experienced first hand the Qantas leaders commitment to great service through recognizing their people.

Qantas eXcel Peoples Choice Award winners 2011

But the playing field is not level… Qantas is responsible for delivering shareholder value and as such must be competitive.  The very tragic thing is – I had believed that we as a business community had moved into a new world where all employees would align to the vision of achieving something great. It appears that nothing has changed in 20 years since I left the aviation industry out of frustration with archaic business practices.

(I had once presented to Ansett management a piece of work that had taken me months to complete – management pointed out that to achieve the service enhancement they would have to speak to 11 unions. My project was dismissed with the statement “you go and worry your pretty little head about something else.” – I was devastated at the time because I could not understand in my youthful exuberance why all employees would not be as passionate as I was about the customer experience.

I remember that very scary feeling of going to work every day ‘hoping’ that the pilots would fly again – and they never did. Surely we learned something 20 years ago.

There is no doubt that aviation must go through wholesale restructure – and that the Qantas board has known this for a long time – and now the showdown has commenced.

As a result of course – I am back to where I was 20 years ago – wondering what I will be doing this week – and ‘hoping’ the plan comes together quickly

One red dress looks like another.

I was fascinated to learn that there is a Buy Nothing New Month in Australia. I love this idea… though of course retailers will not… (I’m sure the liquor retailers don’t like Dry July either.)  I was in the US last summer on holiday with my family and I was completely overwhelmed by the consumerism. (And quite frankly everything began to look the same). I heard that 10% of all women’s clothes sold in Australia are never worn. It is shear waste. I wondered if I could go a year without purchasing anything new for myself. No shoes, clothes or accessories. I have not managed it completely… but I did go for 8 months without anything new for myself personally.

Clearly this aligns to what we believe at RedBalloon– which is all about buying less “stuff” and instead living in the moment and enjoying shared experiences. Our photo albums and our memories are what we treasure.

With self storage one of the fastest growing industries in Australia – do we really need any more stuff? And just think what all this waste is doing to the environment… recycling starts with reusing.

In our little bit for the planet, RedBalloon has a green program, as you would expect… it is the least we can do.

My personal “lose pledge”, earlier in the year to stop buying unnecessary items for my wardrobe – really changed how I viewed shopping. I have learned to really appreciate the things I do have… More more more does not mean better… and where on earth would I store anything else?. I just didn’t need any more new clothes or shoes – they wouldn’t make life any more fabulous, they wouldn’t make me smarter or more efficient, buying new clothes wouldn’t do something worthwhile for the planet. Instead they were just accumulating in the back, front and sides of my wardrobe. So much so that my daughter recently took up her own recycling task of selling my shoes on eBay… I may have a young entrepreneur on my hands. I can gladly report that I have stuck to my guns and found an invigorated sense of enthusiasm in combining my old favourites to create “new” outfits. Red is red after all.

I also believe strongly in giving to others who need it more – RedBalloon is a gifting company, and the team is generous with its time and spirit, and this spirit of generosity is shown in all that we do. For instance, we have a program called ‘We Care,’ where each RedBallooner gets one day  to go and work for the charity or cause of their choice.  I send my pre-loved outfits to a charity called Dress for Success, which dresses women ready for job interviews and employment… (I can only imagine how many women are turning up for job interviews wearing red.) We also run office clothes swaps a couple of times a year, which are organised by one of our corporate account managers (and chief story-teller) Arielle.

So, here’s the challenge… what do you ‘not need’ ask yourself the question ‘Do I really need this?’… I have a friend who has argued that his wife is ‘saving him into the poor house’ she just cannot resist a deal.  You don’t save money if you buy stuff you don’t need (or even like.)

Have fun – it’s a game. Clothes swaps are the new black.

James shares his insights into RedBalloon

We are fast approaching RedBalloon’s tenth birthday, with that it mind I wanted to check in with the team ‘What does it mean to you to be a part of the RedBalloon story?’ The answers were delightful and insightful… but this particular answer from one of the newer RedBallooners is very worth reproducing in whole.

If you were to ask the similar question in your organisation, you too could get a great insight into the ‘mood’ – think of it as a ‘culture check’.

R Recognised. Continual recognition day to day has been very important in my short time here. Knowing that all my efforts are acknowledged, appreciated and are of value to the business in achieving the goals we collectively aspire to, gives myself and everybody a huge sense of unity in where we are heading.

E Experiences! Such a unique trait to my role and being a part of my story is fulfilling so many dreams for so many people. Not many people I know can say the consequences of their daily tasks will live in the memories of others forever!

D Dynamic. I am buoyed by how I can personally contribute to our visions and challenges for the future. If I want to make a suggestion of change or improvement, the big red door is always wide open. All that is required of me, is imagination.

B Belief. Having the people around me who are not afraid to get out there and make things happen because they believe in the cause. No objectives are too big, because where there’s a will, there’s a way. We are all role models.

A Aspiration. Reaching the One million milestone and the ‘RedBalloon Story’ I believe is directly attributed to the investment in the people along the journey. Being a part of an ever improving, expanding organisation who actively encourage personal development and achievement will, in my mind, only motivate the story into achieving even bigger ‘hairy audacious goals’ in the future, and it feels good to be a part of that.

L Love. For what we do and how we work.  To me the story is based up a culture of passionate, driven people, which can only have a ripple effect on each other and associates alike.

L Learning. The story of the RedBalloon journey is anything but one dimensional, and the opportunities for learning to benefit myself and company co-inside with the RedBalloon ride. Only limited by the wind in my sails.

O One-on-one. Anyone involved in the RedBalloon story can approach anyone at anytime. Two heads are better than one! Be it personal or otherwise, it is well practiced and there is always someone I can to turn to.

O Opportunity. Seizing the opportunity! The story for me has told me to not be afraid in grasping an opportunity. Flexibility in my role is great and I can go about that how I like, which permits outside of the box thinking. Which reminds; “Most people think inside the box, great visionaries think outside the box, geniuses don’t see a box!”.

N Next steps.. the future

James R…. Corporate Team

Two past RedBallooners (and me supporting them) who are now working in NYC

Over the past 10 years RedBalloon has had many members of the team leave the business often to run their own show, travel, take on study or leave to work elsewhere. RedBalloon has been part of their personal journey, part of their learning, development and education – we have impacted and supported them. And in return they have appreciated being part of RedBalloon.

On a personal level we are often sad to say good-bye given that we experience so much together; they often have become great friends. One of my colleagues who left for a promotion to another company – lamented that ‘it just won’t be like RedBalloon’ and I responded – “that it was now up to him – to take all that he has learned about the power of employee engagement and shared values and create that in his new workspace.”

Another colleague who went to work with Disabled Skiers in the US wrote to me to say “as a result of working at RedBalloon and learning how to execute growth strategies and being a values based business – there are 100s of disabled people who are now having a far better experience.” I was so touched that she took a moment to let me know.

I was delighted to receive the email below from a colleague who left to follow the love of her life to New York. At RedBalloon we don’t take recognition for granted – we believe it is all about the authentic, real and timely acknowledgement of really ‘knowing’ our people. And it is wonderful to know that we are spreading the word.

Hello Ladies! I hope all is well. We are melting in the June heat wave here, but otherwise ticking along just fine.

Had a great experience of recognition last night and immediately thought of you gals:

I started my new job about 2 months ago. At the time, I had planned on going to Paris for my (30th!) birthday and had the vacation days pre-approved. Once I started work, however, a big project launch was scheduled for around the same time and I was clear that I would not be able to take my trip— since I was planning on traveling alone, thankfully, this did not ruin anyone else’s plans, but of course it was a disappointment for me. When the project was cancelled at the last minute and quite unexpectedly, I was frustrated that all my work had been in vain, and immediately thought, “I could have gone to Paris!” Last night, a very senior member of the company approached me and said “I heard you cancelled a trip to Paris for us… and whilst its not Paris, at least its French…” and he handed me a generous gift certificate to a new, swanky French restaurant downtown. I was humbled and surprised— not only for being recognized by a senior person for all the hard work I had done but the extra nod to my trip was very thoughtful. This morning, I couldn’t stop smiling and got to work early to be extra prepared for a meeting with the same senior person— it makes me want to do good work for him. Mostly, it reminded me of my days at RedBalloon — I haven’t been “recognized” like that since then and it made me remember how good it feels!

I hope that all is well in Pyrmont and you are living the value of FUN every day! I think of you all often— please keep in touch and definitely let me know if anything brings you to NYC, I would love to catch up.

Wonderful! Not only that they get to carry the story on – but that past RedBallooners take a moment to recognize us and the impact we had…

Megan - accountable for the employee experience - Sailing with the team

I had a great time debating with my colleague Megan (Employee Experience Manager – an HR professional) about what engagement means at RedBalloon – she has developed and documented all the things we do – and Matt in our corporate team is getting ready to share that with the world.

Here are some points from a webinar that my colleague Emma sent me on the same topic I have added the RedBalloon view of the world in italics:

• Engagement is a daily exercise that must be owned by every single person in the organisation, every day.
  I completely agree – we don’t have an engagement manager – every leader and colleague is accountable for engagement – and I have often been quoted as saying – engagement is a journey not an activity.

• Culture is like the tide, and people like boats on the water – when the tide rises so does engagement.
  I have learned that not only is happiness infectious – so is engagement – People like being productive and hanging out with other people who are productive too.

• Engagement requires all of the following: Clarity, Communication, Trust, Priorities, Direction, Action, Alignment, Progression, Relationships –
  Yes agreed. I believe it also takes Passion, Commitment and Persistence.

• “The Engaged stay for what they give, The disengaged stay for what they get”.
  Remember by definition the disengaged are people who are being paid – and they ‘hate’ their employer

• Be aware that if a company undertakes an engagement survey but does nothing to follow up to improve the engagement culture this will actually result in further disengagement!
  Being real with people, authentic and transparent is essential for an engaged team – if you cannot tackle all the outcomes of the survey – let people know what you are going to do and by when (and absolutely make sure that you do do it – cynicism is very distructive)

• “Know your People, Know your Manager!”
  And I would add to that – we are all just people – and business is a people game – so I hope you like them.

If I was to add the RedBalloon ‘secret sauce’ to this list it would be; from the day dot – I founded this business believing in people, whilst I personally had struggles along the journey (I had the commitment but not the technical skills) as soon as practicable RedBalloon employed professionals to deliver on the detail of the commitment. All the ideas in the world do not make success – it is the execution of the plan that delivers the outcome.

Me in Mount Gambier - 1974

I met some wonderful people last week – In the Hunter Valley on Monday, mid week I was at The Entrance on the central coast and then I finished the week in Mount Gambier, South Australia.  I had such fun at each event. Having Friday evening with 150 energetic business people in Mount Gambier was a great night…I met so many authentic, community minded people – it was inspiring.

I spoke off the cuff about the ingredients to a successful business (purpose, persistence, people and passion) – and the audience was so generous, laughing loud in all the right places and sighing deeply at the touching moments. I felt honored to be there but also I felt truly appreciated. I know I made a little difference to the business community there.

A classic comment after the event… A woman came up to me and said ‘I have been watching your company for about 5 years and I really admire it – I was really scared that I would be disappointed with your presentation and you would be a “d—k head” thank goodness you aren’t – you did your business proud tonight.’ Real feedback on the importance of being one’s self and authentic – it resonates so loudly about the organization I represent.

I am concerned though – simply being everywhere for everyone is not sustainable long term. I know I am fortunate to be in the position to contribute to so many people – but I have to be a bit more effective on how I do it.  This week we will be making a few changes at RedBalloon, setting up ready for the execution of the 2012 plan.  My role will change too – as I want to increase the impact that I have on the community that has been so generous to RedBalloon.

This week in addition to attending the Australian Human Resources Industry conference, I will be at a strategy day as part of my role on the board of Best Buddies. We will have a companywide lunch on Tuesday – I will have a regular day of one on one’s on Monday. Mid week I am on holidays for a week in Exmouth – WA. I am going to tick one thing off my bucket list – Swimming with Whale Sharks . Then we will go on a Kayaking trip. I’m unplugging for 7 days. No iPhone or Mac; a great chance to think, contemplate, evaluate, and listen.

Reading: The Thank you Economy by Gary Vaynerchuck

This week I was at the AICD course and one of the female participants said she was desperate to get a new handbag and wallet as hers were ‘falling apart’. I was going to the top of Collins street anyway so we went together. This woman told me she wanted a Gucci handbag and matching wallet, because ‘they last’.

We were both completely underwhelmed by the brand experience. The attendants were wearing ill-fitting brown uniforms that looked terrible (and they had wires hanging out of their ears – the effect was to make them look like security guards – not women of style selling to women of style.

My friend selected a wallet, and the sales assistant said ‘you don’t want that one it has been on display’ I will get you a new one in the box.  My friend opened the new box, the wallet looked the same, but she then opened the actual wallet only to discover it had a different internal design. She was a little put out, said she wanted the original style she selected. There wasn’t a ‘new one in stock’. They could put one aside in another store and she could go there… (My friend’s time is scarce) she said – can’t you have it delivered to me…’No’… so my friend said can’t you sell me the display one (implying with a small discount)… the sales assistant’s English was not good – and she did not understand the subtly of what my friend was saying.  My friend ended up leaving without a wallet.

She did however purchase a handbag. When we arrived at the course the very next morning – this woman held up her bag (I thought so I could admire it.) Alas no – the handle had broken. (Ironic given she only purchased at Gucci because she thought the bags lasted).

My friend called and asked the Gucci store to deliver a replacement bag to our location. That would not be possible, as the bag might have to go for ‘repair’. By this time my friend was exasperated. I heard her say ‘So you mean I have to come all the way back to the top of Collins street – this is actually your problem yet I have to do the running around to fix it’.

At the time she was on the phone I was flicking through the beautiful Fin. Review Magazine fashion edition – and noted the very expensive Gucci ad, which promised ‘glamour & luxury’ and implied customer experience. My friend just rolled her eyes when I showed her it.

We traipsed back to the top of Collins Street. When we entered the store a shop assistant instantly stated ‘a repair is it?’ As though this happens a lot. My friend stated her case in no uncertain terms, this was a new bag and she was not going to settle for a repair (quite frankly I think she would rather a full refund and never to return to the store – except she then would have wasted more time looking for another bag… and a wallet that she still did not have.)

This was my first (and only) shopping experience at Gucci – and it was not even my purchase. If these luxury goods businesses have such high margin’s I wonder how much training their staff receive. My friend would have received far better service if she had purchased online. Traditional retailers need to consider carefully why people choose to purchase in a store.  Perhaps it is so that they as a consumer feel that they have ‘touched the brand’ or been a part of something, felt glamorous for a few moments.

Anyway we get to vote with our feet. But these ‘old’ businesses need to get over themselves and come into the new world where the customer does have a choice – we want to be part of a brand experience when we visit a retailer.

One of the questions I am often asked is ‘How do you do it?’ – or ‘what is your magic bullet on employee engagement?’ I have blogged regularily on what has worked for RedBalloon, but as one attendees after last nights ‘TheHIVE’ event declared ‘all businesses are not like RedBalloon, selling fabulous experiences. How do I know if the business I work in is capable of engagement?’ – Great question. I was so glad I had a quick answer for you Kate… Have a look at the ‘employee engagement capability research RedBalloon has been doing with Shirlaws…

So blog as promised – Kate, here is the information on learning more about engagement readiness, from the Employee Engagement Capabilities research undertaken at the end of 2010, the workshops reveal the actions steps that an organisation needs to take in order to increase its employee engagement capability.

James Wright from RedBalloon and Oliver Christen from Shirlaws are running the sessions and will outline the results of the survey and look at what it takes to achieve 80%+ employee engagement scores. They will cover:

• The 20 elements of employee engagement that deliver the most effective results
• Being in a position to better assess your organisations engagement capability
• Identifying the engagement priority areas for impact in FY12
• An action plan that will boost engagement through more effective reward and recognition

The workshop dates are:

•       30th March – Auckland

•       5th April – Newcastle

•       7th April – Melbourne

•       12th April – Perth

•       19th April – Sydney

•       20th April Brisbane

So Kate if we are going to see you in Melbourne again I suggest you click here to reserve a spot (or any of the Australian workshops). Or here if you want to attend in Auckland.