Flying for work 01.26.15

 

                For whatever reason, it came to mind that I had a couple odd experiences while flying for my employer. Why would I think about flying? It is simple, the airline sent me a notice that my frequent flyer miles will expire toward the end of February.

                Most of my travel experiences were actually nice, or at least they seemed that way to me.

                A new manager had been hired for the Oregon center and I was asked if I could be there just to help get him settled in. It was short notice but I said yes. When they booked my flight they could only get me a first class ticket. I, being willing to put up with these conditions, accepted the ticket. First class is nice, but it would have been better if I hadn’t needed to drive a couple hours after the flight. One cannot indulge in free adult beverages, if he has to drive at the end of the flight.

                The flight home was back in coach sitting shoulder to shoulder with common passengers. The lady sitting next to me noted that I had been on the Monday flight and I had been in first class. She said she remembered me because of the way I chew gum. Finding that interesting I ask, “how do I chew gum?” she replied, “aggressively, you really get after it”. I thought about it for a minute and I agreed.

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                The Portland Organ airport had the best oatmeal raisin cookie I have ever had. I was waiting on the plane and decided to get a cup of coffee. The lady behind the counter asked if I wanted a cookie. I asked what kind and she went through the short list. I took the oatmeal raisin cookie. The cookie and coffee were better that you know what. It made my day. I even told my spouse about the cookie. 

                I should note that on my next visit to the Portland airport they did not have the oatmeal raisin cookies. I was disappointed and depressed for several days!

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                I liked the Philadelphia airport because it had an area with stores more or less like being in a shopping mall. There were several eating establishments and there were rocking chairs that one could sit in and watch the world go by. I often enjoyed watching people go by, wondering who they were, what they did and where they were going.

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                There was this one trip to South Carolina, I would normally fly from Dallas direct to Columbia SC. The lady that normally made our reservations was on vacation so the president of the company’s assistant made the reservations for me. My flight was from Dallas to Memphis then to Columbia. I thought it was a little odd that I would fly through Memphis but I assume they were saving money and this was a cheaper route.

                I arrived in Memphis and went to the gate for the flight to Columbia. After a few minutes I decided to check with the desk because the flight number and time that was on my ticket did not match what was on the monitor.

                The nice lady explained that I was at the wrong gate and I should go to a gate that was way across the airport. She also noted that they were boarding at this time.

                I was then in a panic mode, not being familiar with this airport I was not sure where to go. I followed the signs and finally arrived at the gate. They rushed me onto the plane, I was the last to board and evidently they had been holding the plane for me.

                I quickly sat down and fastened the seat belt. The plane was smaller than I thought it should be, I guessed they were saving money.

                There was a nice looking lady sitting next to me and she commented that I almost missed the plane.

                The motors were started and the plane was taxiing, we were on our way. We received the presentation as to how to evacuate the plane in case if an emergency.

                Off the ground and in the air all was well until the pilot came on the PA system and welcomed us aboard. He said we would be flying at 28,000 feet and would arrive in Columbia, Missouri in one hour. 

                What?!

I reached for my ticket to see where I was supposed to be going. It clearly stated Columbia Missouri. I told the lady next to me I was supposed to be going to Columbia, South Carolina, not Columbia Missouri.

This lady said I should tell the stewardess. I asked why, she can’t do anything, my ticket is for Missouri and not South Carolina.

She commented, “You are taking this very calmly, I would be in panic mode if it were me.”  I explained that I would get another flight to South Carolina when we landed in Missouri.

                Landing in Missouri I immediately called the home office to get a new flight. There was no other flight in or out of this small airport today. They got me a rental car and a hotel room for the night. I was booked on a flight the next day which took me back to Memphis and then on to Columbia SC, a day late and a dollar short.

                From this ill-fated trip on, I checked the destinations on my tickets before I began any trip.

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                During another adventure, I was on my way home and had arrived at the Dallas airport. I was scheduled on the last flight from Dallas to Waco. The flight was postponed a couple times and then finally canceled. I do not remember the reason but they would not provide us with rooms. They rebooked me on the flight for the next day.

Myself and a couple other men was discussing this and decided it was a two hour drive to Waco and we were going to get a one way rental car and split the cost. Guess what, none of the rental companies would give us a one way rental.

More discussion followed and we decided to see what a taxi would cost. We were told the taxi would cost $210.00. If we split the cost three ways it would be $70.00 each and that was less than a hotel room for the night.

We decided to take the taxi. I unfortunately got the front seat with the driver. This taxi had not been cleaned in a long time and I had very little room in the front seat. Also the driver may not have taken a shower for a couple weeks.

The drive seemed to last forever, we arrived at Waco airport about 1:30am and each of us paid the driver $70.00.  I don’t know about the other passengers but I did not tip this stinky driver.

 

When traveling, check your tickets and have fun!

 

Don Ford

 

Have a successful opening

 

When opening a new warehouse, distribution center, service center, or similar business, there are a few common since guide lines that should be followed. 

If you have existing center/s that function as expected, you would be wise to use the proven processes, while only incorporating new systems or procedures that will enhance the tried and true. Consultants can be helpful but remember, they are salesmen, there to make money for themselves and their vendors.         

Select the management team from people that have been involved in the process previously. If you can’t do this, there must be an experienced management team, working with (embedded) during the entire start up, to work with (influence, direct, and manage) a new or fairly new center manager. The new manager could seem to be in charge, but in reality he / she would be learning processes and procedures.

                There is always need for new blood in any organization, but the new blood is not to change everything. Instead the new blood is to carefully blend new ideas and concepts with the tried, true and time tested methods, when approved by those who understand, the new and tried methods. 

The Management team must be compatible, they must be able to work together without fear that they will say or do something that the other could not deal with. 

It is best if the manager and senior supervisor have worked together prior to this assignment and are also compatible. 

Management team must be able to discuss their thoughts, ideas and disagreements, but after these discussions, be in agreement on the entire process.

Management team must have a complete understanding of the processes, training and expectations prior to being assigned. 

Management team must have clear and open communications between all.

The management team must be able to communicate with upper management, without fear or without feeling that they are in the presence of someone special.  

Picking the right people for the new Center is a very important key to success. Do not consider race, sex, national origin or any of those politically correct topics. Pick the best people from your candidates and you will without prejudice have a balanced crew.

This very much applies to those who do the initial review of the applications. You could easily have a person reviewing the applications and this person could have a prejudice. Be sure that those who are reviewing applications and interviewing candidates are looking for great workers and not a certain race, sex, national origin or other politically correct category. Just because someone works in HR does not remove the possibility of prejudice.

Equally or more important in a successful opening is the training of new staff. The instructor must understand his subject and present it clearly and professionally.

Candid new staff reviews and evaluations, are very important in retaining only the best.

It sounds so simple, but putting it all together takes some imagination, planning and the ability to, “inspect what you expect”.

The inspection of your expectations applies to every level from the C.O.O. to the newest supervisor. You don’t just ask how things are going, you actually review what you are responsible for.

If you do not know how to review a process, procedure, a program then ask for help, don’t wait. Asking for help indicates that you care, and may save untold hours of reworking. 

Part of the, “inspect what you expect” concept, can be as simple as listening to and understanding what others are saying. In many situations there are people who are aware of concerns with a new start up but no one asks them for their input. Worse than that, those who could help are told thanks for your input but we have this.

I believe a review of the entire process should be held after a successful or less than successful opening of a center. What went right and what did not. What information was available that we did not ask for or listen too? How did we gather information and ideas that helped in the opening? Then use this information when it is time to open a new center or remodel and old center. 

 

                In summary:

Chose an experienced manager and senior supervisor;

Hire only the best candidates;

Proper training for all staff;

Candid reviews of new staff, keeping only the best;

Inspect what you expect, at all levels.

 

Don Ford