team building

Why We LOVE the Southwest Team After All These Years

February 7, 2017 by Jeff Leave a Comment

Last week I flew back up to Nashville for Song Team, Team-Building gigs with Bank of America and SCA. The gigs could not have been more different. Tuesday night Scott Barrier, Sherrie Austin and I teamed up with 50 enthusiastic folks from Bank of America in an intimate setting. This was the first face to face meeting ever between these two departments, and we were honored to kick off a new era of collaboration at this forward-looking company. The next day, 11 other writer/facilitators and a full-band were my partners, in giving an interactive keynote for over 400 attendees at SCA where over the past year a merger has occurred, and where after a year of prep work this highly innovative, and creative company is moving forward with ONE vision. We were honored here as well, to be part of a new age of creativity, collaboration and innovation at a Fortune 500 company looking towards the future. What impressed me most about our clients on this trip was that the leadership in both instances, really seemed to “get it.” What did they get?

Setting the stage with a unified vision
Accentuating the strengths of the team
Clearly communicating the goals
Bringing everyone to the table

That’s what they got. And it’s clear, that both companies are on the right path. Keeping their eyes on the success of both their internal AND their external customers’ needs. And guess what, because of this strong leadership, the employees for these companies are ALL IN!

On the trip back, Southwest Airlines impressed me, as they’ve done so many times before. For some reason, I didn’t check in early enough. Which, since I travel with a big ole’ Gibson guitar, is something I take seriously…usually. I want to make sure there is always overhead space for the instrument. When you travel in C group, occasionally, you may be out of luck. Southwest though, flying to and from Nashville, is typically VERY sensitive to the needs of musicians. Here I was wandering onto the plane late, and the attendant at the front, without prompting from me, had already seen my guitar, and radioed back to her counterpart near the rear of the plane, to “reserve” a spot for my guitar to rest….she knows how many of us pickers feel about checking our babies. I truly appreciated that. Small detail, but makes a difference! Near the end of the flight, the crew dimmed the lights, and asked us to close our window blinds. They they turned on some small emergency lights as “Candles” and sang happy birthday to a surprised passenger. This is “business as usual” for the Southwest team. But on a daily basis, their business as usual creates thousands of loyal customers….daily.

A spring blizzard in Denver, brings out the best…and worst in a team

April 9, 2016 by Jeff Leave a Comment

On a recent business trip to nowhere (I’ll explain later) I saw both the best, and the worst in how a team of employees on any given day, for any given organization can rise to the occasion during a crisis…saving the day, or make a bad situation soooo much worse. Even in crisis, especially in crisis sometimes, how your key team members from the front-line… on up respond can either lose you precious customers by the planeload, OR those same people, can become lifelong fans. Warriors extolling the virtues of how your team, turned an awful situation into a pleasurable one.

So, I got on a flight with a back pack and a guitar headed for a seminar in Denver. It was to be a 4 day trip. Days 1 and 4 would be travel, with 2 days of classes in between. A freak blizzard hit Denver that day, one day after 70 degree temperatures filled the air with a touch of spring. Even Denver, used to snow was caught somewhat unprepared for tropical storm force winds and a foot of snow. The airport lost power, while flights were cancelled and diverted left and right. My route, which was supposed to be West Palm Beach, through Newark and then on to Denver changed.

What is tough to swallow was the lack of onsite “Call in” support personnel to handle the influx of delayed and cancelled flights which of course resulted in thousands of travelers being displaced and re-routed. The storm itself was expected, just not the intensity of it.

I won’t name the airline in question in my particular instance, and certainly all carriers flying into the region were affected on this day. However, I can only speak to what my experience was in observing how THIS carrier prepared…or didn’t prepare in advance for the “possibilities.” (this airline was made notorious a few years back by breaking… and even more so, it’s subsequent handling of the breaking, of a traveling songwriters expensive musical instrument. It became a book, and turned this no-name songwriter into an author and well-traveled speaker on the motivational speakers circuit…His topic was of course customer service and the way social media can turn one person into an army.)

Ok, back to regularly scheduled programming. There were not enough customer services representatives at the service desks to handle the travelers who were all in need of routing solutions. Those that were on site, DID manage to for the most part smile and do all they could for the hoards of frustrated travelers. I became one of those travelers upon landing in Newark from Florida when I found out my initial connecting flight to Denver was first delayed and then subsequently cancelled in short order. With some help from my amazing boss, who was pulling the strings behind the scenes, I got re-routed to Houston for a later connecting flight to Denver. The fun started on that flight, as the crew was less than loving and kind. It wasn’t horrible, but it wouldn’t have given an already weary traveler the warm and fuzzies either.

Upon landing in Houston, and all of us turning our mobile devices back on a half-second after touchdown, the word started to spread that Denver airport was closed, and all of our flights were of course, canceled. Welcome to Houston folks, please enjoy your stay.

At the help desk in Houston, the weary, and yes under-manned staff for the airline in question were doing their best, but they were tired, a bit grumpy, under-manned and apparently not “empowered” by their higher ups to do very much to make our unexpected stay in Texas more comfortable. They did give us discount vouchers to local hotels, who on a Wednesday night, were about to get a HUGE boost to their mid-week occupancy rates.

Now, at the hotel the story was entirely different. The staff, though not quite prepared for the surge in business in terms of personnel levels, were entirely ready to smile, accommodate, and inquire as to how they could help to make our unexpected stay wonderful. They succeeded.

That night I found out, I’d never make it to Denver and the entire days’ worth of travel was simply going to take me straight back to Florida the following day. Wow. Who knew what fun that would bring?

As we left the ground the next day, the pilot thankfully warned us of rough weather we’d be flying through, and it sure did get bumpy several times. But the turbulence in the air, bumpy as it was…did not compare to the gruffness of one of the airline attendants who may well have been an Ogre from a Disney movie. People were pissing her off left and right because they needed to “gasp” go to the bathroom. I’ve never in all my years of travel heard an attendant treat guests from all walks of life with such vitriol. “Sir, there is someone in there, you’re going to have to sit down.” “Mam, I will tell you when you can come back to the restroom, it’s currently occupied. There is one up front you can try….if you want.” There is no real way for me to convey here how nasty this woman’s tone and attitude were. Now granted, maybe she was having a horribly off day herself. She is only human. But this is the travel/hospitality industry, and her performance was a solid F.

Eggs, Architecture, Songwriting and teamwork

June 14, 2015 by Jeff Leave a Comment

How are these seemingly different worlds all connected? Culinary, designing buildings, creating great songs…working as an effective team mate or “co-idea generator?” I’ve been toying with the idea for some time, and in browsing through an interior design magazine at the book store the other day (looking at kitchen design of course) it came to me. Teamwork is such a cliche, but think of how a team in the fast-paced, high pressure kitchen of a 5-start restaurant work together on their products and services. Think of the teamwork involved of building the brand new, World Trade Center on that tragically, historic spot. Think of the fact that the average number of writers to collaborate on a #1 Pop song today is 4. That’s a lot of teamwork! So cliche? I don’t know, but I like my eggs well done, scrambled with cheese…any kind of cheese.

1. Opportunity to be influenced by a different process

Each songwriter has their own natural songwriting process. Sometimes these processes work very well, but other times there is much room for improvement. One writer can get stuck “inside their own head or vision too easily.” Co-writing is a great opportunity for you to improve upon your own process by seeing how another approaches the same song – what works and what doesn’t work – and to adopt some new writing techniques. This same benefit exists in any organizational or workplace environment. Being influenced by a new process and/or new ideas often leads to creation of new creative solutions. Try it today, take your ad campaign concept, architectural design, new recipe for your food truck and throw them out to the team. See if they improve upon your “masterpiece” through constructive collaboration. Now, what if your work in progress seems stuck? Well…….

2. One man’s garbage is another man’s treasure

Songwriters who have been at their craft awhile have songs they either dislike or can’t finish that a songwriting partner may see something in, therefore turning a potentially “lost idea” into something unique and special. You scratch my back, and I’ll scratch yours. Every voice at the table has something unique to offer, providing we truly have open forums. Your “throw away song” could be a hit tomorrow, and your “lost idea/invention/service or product development project” could be the next i-phone or Post-it notes…IF you open up your doors and let someone else in to help shine the light on your creation, look underneath the hood and help you to turn coal into a diamond. Maybe this process will help you adjust the way you work or view your own methods and…..

3. Open new doors to try new things and create new sounds

Just like your own process, every songwriter develops their own style and sound. Working with another songwriter can help you to see things in a different light, and to possibly try new things that you may not have otherwise even thought of, helping you to achieve a new, different sound. OR, it may teach you (if you are open to learning) a new way to achieve the desired result. Hit song, new smart-phone app. Etc..etc…

4. Critiques are more effective

An important part of the songwriting process is to critique your work, to find out what may be helping the song to strive, or what may be holding it back from succeeding, and to tweak it’s structure for the better. Doing this yourself is important, but working with a co-writer offers you the opportunity to put a new set of eyes on the song and to actively and openly discuss all parts of the song. Again, this may lead to seeing things differently and help you to open new doors to tweak your song (or not tweak your song) for the better. So, if you’ve come this far, please remember, you stand to gain nothing at this part of the game by saying you’re open to critique, but not actually listening to feedback from the other truly with an open heart and ears.

5. It can be fun, helping your creativity to flow!

While some songwriters prefer to do it themselves because their songs may be deeply personal and/ or introspective, there is no doubt that a collaborative effort can be fun and exciting. Working with another offers the opportunity to piggy-back off each other’s excitement and energy which will show in the music. The same can be said for grabbing a white-board, some markers and a designated time for brainstorming each day within the confines of your own field/business. Or for that matter at home! What if while working together in the kitchen on a Sunday morning, you and your better half in this casual setting… brought up one “problem” and focused together on the solution. What would that look like? Could you have fun with it? Could the ebb and flow of the cooking and clearing process jog your creative juices? Come on, brewing the coffee, scrambling the eggs….seems perfect environment of “Getting things done” in a non-threatening setting to achieve one solution to at least “Try” for the week ahead right!

Okay, go make it happen. Create one solution this week, improve on one idea or product/service, open your ears to the others around you. You’ll be amazed at what happens.

The Sum of the Parts

February 13, 2015 by Jeff Leave a Comment

It’s been too long since I’ve written you in this space, and for that I apologize. To be honest, since taking on the role of Director of Operations at Big Dog Ranch Rescue, I’ve been overwhelmed by the undertaking in many ways. 11 months into the process I feel I’m starting to get the hang of it, and the inklings of a work-life balance are creeping back into my existence.

Today I read Neil Gaiman’s ‘Make Good Art” speech in book form. It’s a cool concept/graphic design oriented gift book, recounting this well-known speech he made at a University graduation ceremony May 17th, 2012. The gist of the talk is that those who “make good art” make many mistakes, BIG mistakes, and a variety of mistakes…and that the best artists do this often. The concept resonates with me, but truthfully, as I sit here looking at the lake and the seabirds on this Sunday morning…I really latched on to something else, though it was not the author’s intended message.

This book was quite driven by layout. So much so as a matter of fact, that though the entire book was comprised of snippets from Neils’ speech, he and the graphic artist shared billing equally at books end.

What hit me in the face upon reading both what Gaiman had to say, and how he said it was this.

When a painter paints, it’s truly the blending of colors and shades, the contrast between light and dark, and the context of white space vs. occupied space that tell the story of the work. How well the painter accomplishes this teaming of elements, in turn decides how successful the work will be in making a dent in the fragmented impression-span of today’s viewer.

When a dancer dances alone, it’s a sequence of moves, highly choreographed, much practiced…that all work together in creating a seamless stream of movement that is the actual “routine” of a dancer. The story is made of up pieces. Similarly, if the routine involves multiple dancers, rather than a solo act, it’s the joint movements or actions of the collective, which becomes the overall “painting” of this dance.

One of the most prolific songwriting teams in history, husband and wife Barry Mann, and Cynthia Weil are featured on Sunday Morning Live on CBS this morning. “You’ve Lost That Loving Feeling” and dozens of other landmark hits, were inked by this dynamic duo. Talk about a collaboration on multiple levels! Their combined talents, Cynthia for the words, and Barry for the music were largely responsible for creating the soundtrack of a generation. See where I’m going here? The sum of the parts is where it’s at.

Who can you team up with today to make progress, improve something, create your personal masterpiece, push one little corner of the world into better shape?

Going to the dogs…for real! Building a team from the ground up.

July 26, 2014 by Jeff Leave a Comment

Ok, so it’s been far too long since I’ve updated you on what’s going on with The Song Team. Partially, that’s been laziness on my part, and partially it’s because there have been vast changes under way.

As of April 1^st, (yes April Fools Day) I left Nashville after 18 years to undertake a unique opportunity. I was offered the position as Director of Operations at Big Dog Ranch Rescue. This is a large no-kill dog shelter in South Florida. www.bdrr.org The chance to build my own team from scratch, while being charged with the task of saving dogs was too good to pass up. Having dabbled in Animal Rescue for years as a volunteer, this cause was as near and dear to my heart as songwriting. Coupled with the professional development angle, it was time for a new adventure.

And phew, what a ride it has been. As you know, Whenever one takes on a new leadership role within in an organization, change is inevitable to one degree or another. As we try to implement new policies, procedures and protocols…place new systems in place and tweak old ones, we start to shed staff sometimes just like a snake sheds it’s skin. We look to mold the team after our vision, and it’s NOT an exact science.

In 2 months’ we’ve turned over approximately 70% of our team, and that hasn’t been easy or fun, but it HAS been necessary in order to tackle the job at hand. The essence of what we aim to accomplish is to take better care of our dogs, adopt more dogs out to the right forever homes, assemble a team that cares for each other and our mission, and do this all in a more efficient manner than had previously been the norm. Creating a new culture…..

The Song Team keeps plugging away though. As I type this entry, I’m on a plane back from leading interactive keynote for Credit Unions of The Dakota’s Annual Conference. Scott, Sherrie and I had a really great time with these folks. The theme to their conference was “Orchestrating Goodness”, and that was a GREAT jumping off point for a large team, songwriting session. Credit Unions are true bedrocks in their communities and the leadership of these fine institutions TRULY understand the concepts of team and collaboration.

Next week, Sherrie and I will be back up in Nashville leading a small group breakout for a healthcare company sales meeting. We are still based in Nashville as that’s where most of our team is, so I’ll be up there many times a year….for Team Gigs, AND for songwriting and recording of course!

Well, it looks as though we’re descending now, and our amazing flight crew on American Airlines is getting ready to tell me to put away my laptop, and make sure seat backs and trays are back in their upright positions. I vow to stay in better touch with you in the coming weeks and months. If you need a hand of any sort with your organization and would like to touch base with us, please don’t hesitate to call or email. We’re always here.

Yours in Dog and Song.

Jeff J.

A Lesson from Google on Keeping Your Employees – (Sharing from Adam Vacarro)

February 14, 2014 by Jeff Leave a Comment

Google’s decision to place senior vice president of advertising (and employee No. 16) Susan Wojcicki at the helm of YouTube offers an important lesson about retaining employees.

Re/code reports that Wojciki had recently had some of her responsibilities on Google’s senior executive team split with fellow SVP Sridhar Ramaswamy. Moving on from Google wasn’t out of the question. “Wojcicki had been interested in running her own thing [and] had also been a recruitment target for a venture capital or perhaps a CEO role,” the website reports.

Google’s dilemma–a high-performing worker wanting to give her leadership skills a whirl–can come up at any company. You might not be able to hand your employees the keys to a brand as powerful as YouTube, but you can let them scratch their itch by letting them launch their own projects under your umbrella. In other words, you can retain your top talent by encouraging a culture of intrapreneurship.

I know, I know. The term is one that causes many business owners to roll their eyes. It’s been found in the pages of Inc. since the 1980s, but rarely is it clear exactly how a small business with a distinct focus can realistically expect to let every employee chase her dream.

A few months back though, I was able to interview the leader of an Inc. 5000 company–Kansas-based marketing firm DEG Digital–about the company’s dedication to encouraging intrapreneurial endeavors. Among the feathers in CEO Neal Sharma’s cap: More than half of all DEG employees have a different title than the one they were hired with by the end of their first year at the company.

Sharma related the story of then-DEG web strategist Cara Olson, who years ago told him she wanted to leave the company to launch her own email marketing startup. Sharma listened to her idea, then asked her whether she’d want to stick around and launch the project for DEG. Eight years later, Olson manages 30 employees, and email marketing is one of the company’s biggest business units.

Weigh Your Interests

The obvious and important caveat about Olson is that she didn’t want to start a recipe blog or open a coffee shop. It’s unlikely that Sharma would have let her do so on DEG’s time. She wanted to start something that made sense for DEG to have under its umbrella.

So it’s important to clarify that for small businesses, an intrapreneurial initiative should be judged on its fit with your company. Sharma says he tries to approach every employee-pitched project as a venture capitalist would, thinking about the kinds of returns it could ultimately net DEG. At the same time, it’s necessary to weigh how well you can afford to lose that employee.

In the case of Wojcicki, Google’s brass clearly didn’t want to lose her. She’s been with the company since some of its earliest days; the company even operated out of her garage for a time. Putting her in charge of YouTube keeps everybody happy.

Google’s experience with Wojcicki doesn’t perfectly mirror DEG’s with Olson, but both drive home one obvious, yet easy-to-forget point: One key asset you have in your effort to retain top employees is, when reasonable, to let them do what they want.