June 6, 2012
CSDecisions: Inspiring a Solid Work Ethic
Jim Callahan has more than 40 years experience as a convenience store and petroleum marketer. Through a special arrangement, what follows is an excerpt of a current article from Convenience Store Decisions magazine presented here for discussion.
Did you ever wonder how older co-workers keep going long after many of their younger cohorts seem to have worn down and out? I’m talking about us bent-but-not-broken senior citizens who have seen it all, but still feel like we have a lot to prove. Now, let’s get this straight, this isn’t a column aimed at taking the younger generation to task for a lax work ethic, but rather an opportunity for me to share some of the simple secrets of success I’ve acquired from my many, many, many … many, years of experience in this wonderful industry. This is, indeed, a "pay-it-forward" occasion.
The secret to success for employees in retail is all in their attitude. If you’re not familiar with Seattle’s Pike Place Fish Market, you have to take a few minutes to learn about the special retail environment these young men have created by, of all things, tossing fish.
![[Image: Fish Culture]](data:image/svg+xml;base64,PHN2ZyB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAxIDEiIHdpZHRoPSIxIiBoZWlnaHQ9IjEiIGRhdGEtdT0iJTJGcHVibGljJTJGaW1hZ2VzJTJGZGlzY3Vzc2lvbnMlMkYxNjA2MiUyRmZpc2gtd29ya2VyLXN0aWxsLmpwZyIgZGF0YS13PSIxIiBkYXRhLWg9IjEiIGRhdGEtYmlwPSIiPjwvc3ZnPg==)
In one of the videos, a young man working at the market came to work under the weather and, despite not feeling well, said with all of the enthusiasm he could muster, "I can do this." He continued with a comment we should all live by. "We get to choose our attitude every day and today I’m going to be great." With those words, that young man enlightened and furthered this old warrior’s education.
I hear so many healthy, young people constantly inform the world of how tired they are. To me, tired is a euphemism for bad attitude. Tired is an excuse that allows you to lack motivation. Some people never make the leap from tired to inspired, but I’m sure we all know some folks who have, and that’s who I’d like you to focus on for now.
For instance, eleven years ago we hired a young lady who, like most young people, had some growing pains. I’d like to tell you that I immediately saw her enormous potential, but I really didn’t. She had to convince me over a period of time that she was inspired. Somewhere along the way, this young lady, Claudette, got the message and today she is a vital part of overseeing our busiest truck stop. She is as close to indispensable as you can get. She disciplines herself to put the job and her livelihood near the top of her priority list. I applaud her growth and hope to see more of it.
So, for folks looking to get ahead in the convenience store industry, be like the young man in the video. Choose your attitude and tell yourself, "I can do this."
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Discussion Questions
Discussion Questions: Are there ways for store managers to inspire a strong work ethic among younger employees? What’s the secret from going from “tired” to “inspired” on a personal level, particularly for routine tasks involved in retailing?
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Attitude is everything. When an employee, executive, manager, brand, or retailer has a sincere and energized attitude, all the rest will fall into place.
The key to inspiring over-tired employees at all ages is the same.
1. Most important: hire people who have an inspired attitude to start with. Dilbert said “80% is hiring the right person and 20% is leave them alone and let them do their job.”
2. Train your managers and let them do their job. Great employees join organizations and leave managers.
3. Show people why their job is important.
4. Create accountability for yourself and the people who work for you.
5. Recognize and reward positive contribution.
6. When you make a mistake and hire the wrong person, learn to fail fast and cut your losses.
“Boy, there’s them that do and them that don’t. I can’t tell you how to tell the difference up front — I can only tell you that’s the way it is.” Pop Flynn (my grandfather)
It’s been said a hundred ways and a billion times, but there just seem to be people who find it in themselves to be the best they can be at whatever they do.
When people like that meet others of like mind, I’ve noticed they always seem to respect each other and treat each other as equals. It doesn’t matter if one is the CEO and the other is a machine operator or a convenience store clerk.
Sometimes it is hard to tell whether a person has that quality or not — especially in their youth. But they always seem to respond to being respected. So the only thing I’ve figured out over the years is to treat everyone that way until they prove differently.
If anyone has a better suggestion, I’d sure appreciate it if you would tell me before I become to “experienced” to remember what to do with the information!
Lead by example. Our chairman has a phrase “What have you done for me lately?” There are no laurels upon we can rest and we need to prove our worth every day. Be the first one in and the last one out. You haven’t earned crap, except the privilege of working another day. Have fun; enjoy your job even if you have to lie to yourself that particular day. Those that see you will be inspired and hopeful that they will find job satisfaction just as you have over the long haul. Those that are discouraged by the suggestion that the hard work never ends will leave.
I am thinking this is a Win-Win. At 65, I am truly grateful to have the job and income that I have and the pleasure of working with a competent group of people. I listen and I learn from them every day. And to my young whipper snappers colleagues on RW, I thank you as well for the inspiration and the education.
Hard to add to some prior responses who hit the nail on the head. So to echo two of the best:
1. Hire the right management and you’ll get the right attitude.
2. Lead out by example! Practice what you preach, or you are the biggest problem.
And to add a third:
3. If an employee isn’t working out, address this issue as quickly as possible, including releasing the employee with respect, if needed. Although I should have learned by now, the positive impact on the rest of the team always surprises me.
We’re not talking about hiring the right people, we’re talking about inspiring people. As an employer, you should show gratitude toward your employees. If they know they are appreciated, they will want to do well for you. Reward good behavior. Bonuses and compliments help. Create a family environment. Show them you care when it’s their birthday or their kid is sick or when they lose a loved one.
If you care about them, they will care about you and your business. Create a team environment. Do things together. Try to have an event outside of work now and then, but even during work, something as little as a birthday lunch goes a long way. Lastly, let them all know you are in this together. When the company does well, give bonuses. They will be willing to share in both the good times and the bad. I’ve seen it with my own employees. When times are tough, we all pitch in and when times are lucrative, we all see our hard work rewarded.
Store managers need to lead by example … yes, the old-fashioned way. Maybe that makes me sound old and out-of-touch, however, it works. The example has to be one of work ethic, energetic persona and obvious commitment to each employee’s success.
Emphasizing some comments here and adding a bit:
1. The ability to inspire begins with being inspired yourself. I you don’t possess the “choose my attitude” ethos, don’t expect it from others — young or not-so-young.
2. Expect inspired staff. Don’t belabor uninspired people, but rather preach a vision of your staff being the best, most inspired on the planet! You will be inspired by their reaction to your own belief in them. People will live up to your expectations, so be very careful to articulate only the most inspired vision.
3. Not everyone will respond to your vision. Invite them courageously to take their talents elsewhere.
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Attitude is everything. When an employee, executive, manager, brand, or retailer has a sincere and energized attitude, all the rest will fall into place.
The key to inspiring over-tired employees at all ages is the same.
1. Most important: hire people who have an inspired attitude to start with. Dilbert said “80% is hiring the right person and 20% is leave them alone and let them do their job.”
2. Train your managers and let them do their job. Great employees join organizations and leave managers.
3. Show people why their job is important.
4. Create accountability for yourself and the people who work for you.
5. Recognize and reward positive contribution.
6. When you make a mistake and hire the wrong person, learn to fail fast and cut your losses.
“Boy, there’s them that do and them that don’t. I can’t tell you how to tell the difference up front — I can only tell you that’s the way it is.” Pop Flynn (my grandfather)
It’s been said a hundred ways and a billion times, but there just seem to be people who find it in themselves to be the best they can be at whatever they do.
When people like that meet others of like mind, I’ve noticed they always seem to respect each other and treat each other as equals. It doesn’t matter if one is the CEO and the other is a machine operator or a convenience store clerk.
Sometimes it is hard to tell whether a person has that quality or not — especially in their youth. But they always seem to respond to being respected. So the only thing I’ve figured out over the years is to treat everyone that way until they prove differently.
If anyone has a better suggestion, I’d sure appreciate it if you would tell me before I become to “experienced” to remember what to do with the information!
Lead by example. Our chairman has a phrase “What have you done for me lately?” There are no laurels upon we can rest and we need to prove our worth every day. Be the first one in and the last one out. You haven’t earned crap, except the privilege of working another day. Have fun; enjoy your job even if you have to lie to yourself that particular day. Those that see you will be inspired and hopeful that they will find job satisfaction just as you have over the long haul. Those that are discouraged by the suggestion that the hard work never ends will leave.
I am thinking this is a Win-Win. At 65, I am truly grateful to have the job and income that I have and the pleasure of working with a competent group of people. I listen and I learn from them every day. And to my young whipper snappers colleagues on RW, I thank you as well for the inspiration and the education.
Hard to add to some prior responses who hit the nail on the head. So to echo two of the best:
1. Hire the right management and you’ll get the right attitude.
2. Lead out by example! Practice what you preach, or you are the biggest problem.
And to add a third:
3. If an employee isn’t working out, address this issue as quickly as possible, including releasing the employee with respect, if needed. Although I should have learned by now, the positive impact on the rest of the team always surprises me.
We’re not talking about hiring the right people, we’re talking about inspiring people. As an employer, you should show gratitude toward your employees. If they know they are appreciated, they will want to do well for you. Reward good behavior. Bonuses and compliments help. Create a family environment. Show them you care when it’s their birthday or their kid is sick or when they lose a loved one.
If you care about them, they will care about you and your business. Create a team environment. Do things together. Try to have an event outside of work now and then, but even during work, something as little as a birthday lunch goes a long way. Lastly, let them all know you are in this together. When the company does well, give bonuses. They will be willing to share in both the good times and the bad. I’ve seen it with my own employees. When times are tough, we all pitch in and when times are lucrative, we all see our hard work rewarded.
Store managers need to lead by example … yes, the old-fashioned way. Maybe that makes me sound old and out-of-touch, however, it works. The example has to be one of work ethic, energetic persona and obvious commitment to each employee’s success.
Emphasizing some comments here and adding a bit:
1. The ability to inspire begins with being inspired yourself. I you don’t possess the “choose my attitude” ethos, don’t expect it from others — young or not-so-young.
2. Expect inspired staff. Don’t belabor uninspired people, but rather preach a vision of your staff being the best, most inspired on the planet! You will be inspired by their reaction to your own belief in them. People will live up to your expectations, so be very careful to articulate only the most inspired vision.
3. Not everyone will respond to your vision. Invite them courageously to take their talents elsewhere.