Water Cooler Conversations

Written by Pat Perry
President, ERC 

A recent front page of a local, daily newspaper displayed a three-quarter page chart reflecting the downturn of the stock market since 2007. In the left column of the front page, were short stories of layoffs and general negative news.  Most surprising is that the weather highlight indicated “partly sunny” versus “partly cloudy – unusually upbeat for this newspaper.

Well today I am officially boycotting “Section A” of all newspapers and welcome you to join me in that mission.  The front page and much of the content contained in the first section of many newspapers does not do much to maintain consumer confidence and optimism. Negativity and sensationalism is Section A - nothing more, nothing less.  It is certainly not “fair and balanced” journalism.

So, if you still get the paper and feel like me, here is what you can do with a newspaper’s first section that is consistently overly negative:

1. Don’t read it…don’t ever read it.  You are not missing a thing.
2. If you have a fire place, use it with kindling to start your fires.  Nothing like seeing sensationalized, bad news go up in smoke.
3. Line kitty litter boxes with the Section, or use it to house train your new puppy.  It will be poop on poop.
4. Recycle it and the rest of the newspaper.  At least something good will come out of something bad.
5. Send it back to the Publisher and ask for a discount on your paper since Section A is not really news.

The daily newspapers in our land (and the evening news) batter their subscribers with bad news and delight in the words crisis and disaster.  What they don’t realize is that their industry is in a crisis because of the disaster they are printing in their newspapers’ first Section.

Written by Pat Perry
President, ERC 

Last week ERC recognized the NorthCoast 99 winners (www.northcoast99.org) at the annual awards dinner.  The 2008 winners represented organizations and industries throughout our region and share a common focus of attracting and retaining top performers. The theme of our event was Workplace Revolutions.  We believe that this past year and all previous 9 years that ERC has recognized great workplaces that winners revolutionize their workplaces – making small and large scale changes that differentiate their organization and most importantly make a difference in the lives of their employees.

We looked back over the past ten years of celebrating
Northeast Ohio workplaces and recognize that much has been accomplished by these extraordinary organizations.  To put things in perspective, our NorthCoast 99 winners have made the following impact to our region:

• ten years of better than average salary increases for thousands of employees throughout Northeast Ohio.
• ten years of increasingly robust career development, mentorship, and safety programs for those employees.  
• ten years of enhanced employee benefits including wellness, financial, and retirement planning education; onsite convenience services, and support programs.  
• ten years of expanding workplace flexibility, telecommuting options, compressed workweeks, and the slow but steady extinction of traditional and punitive policies.  
• ten years of increasingly open communication about company and individual performance and greater opportunities for employees to provide input into how to make those companies more successful.  
• ten years of leaders taking more active roles in interacting with all employees, recognizing performance, and participating in and promoting service and social responsibility efforts, and  
• ten years of an ever sharpening focus on the importance of attracting and retaining top talent in Northeast Ohio.

It means increasing opportunity.  It means showcasing our region as a great place to live and work.  It means new jobs – well over 100,000 – and that’s just in the last 5 years.

There is no better way to lead, than to lead by example.  NorthCoast 99 winners are doing just that.  Their ideas and actions in many ways are revolutionary.  It takes guts, innovation and a belief that creating great workplaces for top performers is the catalyst for organizational success. 

This is one revolution against the status quo that is worth fighting.

Written by Pat Perry
President, ERC 

Northeast Ohiojust enjoyed another spectacular Labor Day weekend relative to the weather.  In stark contrast our fellow Americans in the south were bracing for Gustav and Hanna.

We might have a few snowstorms and a bit of wicked weather at times, but we are certainly blessed with moderate weather throughout the year.  On top of that we have the good fortune of the change of seasons. 

Maybe it is time that we promote our good weather and four seasons to potential out-of-town employment candidates and companies, instead of making apologies.  Sure, we have our fair share of cloudy skies but those clouds never send us evacuating entire municipalities, or cause us concern for loss of life.

It is hard to imagine the hardships that the good people of New Orleans and the surrounding regions have endured and are enduring.  I know that our collective hearts reach out to them – and I am sure that donations and volunteerism from Northeast Ohio will soon follow to help those in need.

So as we near the winter months, just remember that we have it pretty darn good.  And…that’s no snow job.

Written by Pat Perry
President, ERC 

With a new school season upon us, I recall with some trepidation my school years.  When I was in elementary school (a very long time ago), “New Math” was introduced.  Looking back now, it was a pretty funny label as it was New Math for my parents but not for us kids – we had no reference point as we were never exposed to the old math.  New or old, the numbers are the numbers and none of it was particularly easy for me, especially in my high school years when I took Pre-Calculus (yuk).

There are two “campaigns” going on right now that also use a new form of Math:

• The
  Cleveland Plus campaign emerged, some time ago, as what looked like just another spin on the same old initiative…how to reflect a positive image of our region to residents and outsiders.  What differentiates this campaign is that it appears to be well funded with a smart and creative staff.  Slowly but surely they are making some noise and waking up the community to the positive attributes of Northeast Ohio (www.clevelandplus.com).  There is real interest in the positive news of Northeast Ohio. In fact, ERC’s own version of a regional resource listing www.neoisgreat.com, totaled over 8,000 visitors in July!  The Cleveland Plus campaign is a testament that when people work together across communities 2 + 2 can equal 5!
• On the other hand, in a recent report by Joe Guillen of the Plain Dealer, “Electing somebody to represent the 11th Congressional District for about two months will cost Ohio taxpayers as much as $5.5 million. The Cuyahoga County Board of Elections must stage two votes - a primary and a general election, each costing up to $2.75 million - to replace the late U.S. Rep. Stephanie Tubbs Jones, even though the winner probably will never cast a vote this year. The interim replacement for Tubbs Jones, who died last Wednesday, probably will not be elected until November. The term expires at the end of December. No House votes are scheduled after Sept. 26.”  I am not sure you caught this front page news story last week but my head just about popped off when I read the article.  It’s amazing to me how our state and federal governments can come up with (our) money so quickly! And, in this case money that will be spent for a position that will have virtually no meaningful impact for a few months. Let’s get responsible here Governor – no interim election – please do not spend our $5.5 million dollars needlessly!

In the campaigns highlighted above, the numbers just don’t add up.  Yet, the Cleveland Plus campaign would get an A+ for effort by my former school teachers because the sum of their efforts provides an extraordinary answer. On the other hand, the special election for the 11^th congressional district interim position is not even worthy of a grade - this is one that the parents need to be called in as the student is once again misbehaving.

Written by Pat Perry
President, ERC 

Over the past few years it has become striking to me the incredible amount of duplication of business services, products and web sites in American business.   We have gone from 33 flavors to vanilla in about 10 years.  

Seems like organizations that take the risks and pioneer new ideas, products and services are often copied.  Some might say that copying is the highest form of flattery.   I say poop to that.

Today, organizations that take the easy route and copy others differentiate themselves with marketing versus products/services.

Since when has it become stylish to follow the leaders?  It used to be that some organizations looked for best practices and then spent time, energy and research on going a step beyond the competition.  Apparently in these challenging economic times we have become a risk adverse business community where staying close to innovators is in vogue.

Maybe it’s not the times at all.  Perhaps it is some of my fellow baby-boomers who quit taking chances as they see the dawn of retirement glimmering off in the horizon.  I hope not, for if that is true, these members of my generation are blowing the race before the finish line. 

I see company after company content to “trade” clients with competitors…lose one/gain one appears to be the mantra of the day.  A look back on business success for these organizations will reveal time spent walking in circles.  And, the circle is shrinking thanks to regionalization, globalization and technology.

On the other hand, there are some shining stars out there - caring less about the competition and focusing their energies on their existing customers.  They listen to their clients, go back to the drawing board and then come back with innovative products, services and solutions.  These are the organizations that are rocking and moving their organization and Northeast Ohio forward.

They are the organizations we read about, hear about and where legendary performance is being played out right in front of our eyes.  Instead of copying the great ones, let’s get inspired by them.  They create jobs, new ideas and are making a difference.  Oh yea, they are also making a boat load of cash.

Hats off to the innovators in town - you are truly history in the making.

Written by Pat Perry
President, ERC 

Ever been on vacation and strike up a conversation with a fellow vacationer?  

One of the first questions in the conversation typically is; where are you from?  When that question comes up, how do you feel?  Are you ready to boastfully share your city of origin or are you sheepishly squeaking out…I’m from Cleveland. And, if you live in one of Cleveland’s suburbs do you still say you’re from Cleveland or mention the name of the suburb?

The answers to those questions can tell you a lot about how you really feel about the major city of our region.

When asked, I merely mention I am from the Cleveland area.  The replies and looks I receive are all over the board ranging from “You’re kidding” to “Really?”  It has been my experience that people tend to identify us with our sports teams, that we are the poorest city in America and/or the old Cleveland jokes.  If you want to get a gauge on our region’s brand, just ask someone not from the area.  There first response is often quite telling.

I am not sure we have helped matters.  When you look at the myriad of names attached to the area, you have to wonder if anyone really knows who the heck we are, as it appears as though we are having a hard time figuring that out ourselves.

Here is a sampling…

City of Cleveland

Greater Cleveland

Greater Cleveland Metropolitan Area

Cleveland Hopkins (oops I forgot that this one does not exist anymore)

CLE

Positively Cleveland

Cleveland Plus (someone forgot the entire east and west side on this one since it only includes Akron, Canton and Youngstown)

Northeast Ohio

NEO

Team NEO

I have lived in this region for over 50 years.  And, for a good part of my adult life the area was referred to as the Cleveland Metropolitan Area or Northeast Ohio - pretty simple to remember. 

We seem to be acting like someone in the witness protection program that keeps screwing up - just keep creating new names/identities until we they get it right.

Let’s try and stick with one name.  Then let’s quit the complaining and move forward, make progress and start standing proud.

The next time you are on vacation work a little.  On our good name.

Written by Pat Perry
President, ERC 

My guess is that there were plenty of people in Northeast Ohio rooting against the CAVS the other night when they beat the Washington Wizards to advance to the Eastern Conference semi-finals.  And, interestingly they are all probably diehard CAVS fans!

Who are these people?  Well, one of them is me.

I was hoping for a game seven in Northeast Ohio.  That is the one I wanted the CAVS to win. And, I’ll bet all the folks downtown Cleveland who benefit from our sports’ teams home games were quietly rooting that the CAVS would have to play one more game in that series at the Q.

By winning game six, our region lost millions of dollars - the revenue generated locally for a game seven would have been great.  I think our area could use the money.

To me it’s about our sports teams getting in the playoffs and playing as many games at home as possible.  It’s fun to see our teams win…it’s more fun when we know that the dollars generated make a difference for the hotels, restaurants, etc.

The Boston Celtics are up next for the CAVS.  They have home court advantage.  So like all of you, I will be hoping the CAVS win…but hoping they don’t do it too soon.  Let’s max-out on the possible home dates.  

That would make a big “DIF”.

Written by Pat Perry
President, ERC 

If you are a regular grocery shopper like me, perhaps you will appreciate some of my observations about our fellow shoppers. Over the years, I have observed three general types of grocery shoppers: the “racer,” the “saver” and the “scientist.” There are combinations of these stereotypical shoppers, which given the right blend, can yield terrific results. And, there are some great comparisons to how businesses “shop” for talented employees.  But first, let’s take a moment to explore each:

The Racer. This person is all about speed. From the moment they pull into the food store’s parking lot, they are focused on beating their previous best shopping time. Once the cart is in hand, the Racer eyes the competition (other shoppers that might get in the way) and skillfully travels through food aisles with the grace, speed and power of an NFL tailback. If this person sees someone familiar (like a neighbor), they go into stealth mode avoiding a time consuming conversation, even if it is just an obligatory hello. The Racer is efficient but may finish shopping without saving money (coupons slow you down at checkout) and sacrificing quality (buy the food in easy reach without looking at the nutrition labels).

The Saver. This person puts Sherlock Holmes to shame. Armed with a stack of coupons, the Saver meticulously seeks out the best bargains of the day. In addition, the Saver’s ears are tuned into announcements regarding daily specials. At the checkout line, this person is a cashier’s nightmare as each item electronically scanned is double checked by the Saver on the checkout screen to ensure fair and proper pricing. The Saver is great at saving money but perhaps inefficient, and like the Racer may have ignored the quality of the food just to save a couple of bucks.

The Scientist. The Scientist is consumed with the contents of the food items purchased. Labels and expiration dates are everything to this person. This Scientist is easy to identify in a food store, as they study the nutritional contents of the food item as if the label was under a microscope. Cost of the item and time taken to select the “right” product” are typically irrelevant.

When it comes to shopping for top business talent, many corporate recruiters fall into similar categories. Some focus on getting in candidates as fast as possible. Others look to save a few recruiting dollars. And those who key on finding the candidate with perfect “ingredients.” Typically, these one-dimensional approaches to recruiting top performers seldom result in great hires.

If your organization is determined to identify and recruit top performers then consider some of the following shopping tips:

Speed is important. Sometimes making the buying decision is tougher than the shopping experience. If you find an ideal candidate, try not to drag the person through weeks and weeks of endless and poorly planned interviews. Have an efficient and professional recruitment process to enable top candidates to move through the system in a timely fashion.

Prepare your shoppers. Any individual in your organization that will be interviewing candidates should be prepared for interviews. Poor planning and inexperienced interviewers can ruin the chances of recruiting top candidates.

Know what you’re seeking. This may seem overly simplistic, but know what you are looking for before you go out recruiting talent. Have an updated written job description and performance expectations completed ahead of time. Think of these instruments as your shopping list.

Occasionally use professional shoppers. There are certainly times when some recruiting should be outsourced to recruiting- and retained-search professionals. Do your homework to identify firms that have industry experience, excellent references and willing to work with you on fees. And, by all means look to use local firms first before going outside of Northeast Ohio.

Store your purchases. Think of top performers like perishable food items. If you don’t take care of them properly, your purchases will not last. Establish and maintain a top-notch on-boarding program and great workplace so that when you bring in that wonderful candidate they are thrilled with their new home.

Recruiting top performers is an art and science. It is a blend of speed, quality, efficiency and preparedness.

Oh, and about those ingredients; ensure that your candidates can provide the following necessary daily requirements in your workplace: initiative, creativity, teamwork, job knowledge, passion and results. Use good selection tools to improve the possibility that your candidate can bring these attributes to the table. Remember, most of your employees do not come with a money back guarantee, so shop smart.

Written by Pat Perry
President, ERC 

Like many others from the area, my family took advantage of the recent Easter/school break and traveled to a place a bit warmer than Northeast Ohio.  We were fortunate to spend about a week in southwest Florida.  Great sunshine, flowers and we were pleased to see the color green again.

For anyone who has traveled into the Fort Myers airport, you know that their amenities make CLE (Hopkins) look like a bus station from the 1920’s.  Bright, attractive, welcoming and Fort Myers airport actually has lights in their baggage claim area - imagine that! 

Our journey to Florida was without incident.  In fact, our Continental flight was 10 minutes early.  It was nice to leave 32 degrees and arrive in 75 degree weather.  The week was terrific but ended in a slight glitch - a seven hour delay in our flight coming back to Cleveland.  Evidently our aircraft was stuck in Cleveland with engine trouble.  Instead of arriving home by 4 pm we strolled into town at 11 pm.  Needless to say, the passengers on Flight 1610 bonded throughout the day - at times it felt like it could have been a Survivor reality show episode.

We all appreciated that Continental wanted to ensure our safety and fly us on an aircraft with two good engines.  The issue was how the delay was handled by the ground crew.  They seemed as much a victim as we were - seemingly at the mercy of their computer system waiting throughout the day for updates.  At times, I wondered if any of the ground crew had heard of a telephone - perhaps a call directly into Cleveland might have been in order.

When the ground crew realized we were going to be in Fort Myers for awhile, they issued $8 lunch vouchers, good toward meals at the airport’s restaurants.  The gesture was nice and appropriate.  As we sat throughout the day, a number of us brainstormed ways Continental and other airlines could handle these types of delays, leaving passengers with a WOW experience.  Here were several ideas that were pretty cool:

• Randomly, pick one of the waiting passengers each hour to win a voucher for one round trip airfare anywhere in the U.S.
• Change the snack originally scheduled for the flight to a first class meal for everyone.
• Hot towels for everyone on the flight.
• Complimentary earphones for anyone on the delayed flight.
• Provide everyone on the flight with one first class upgrade to be used within six months of this delayed flight.
• Have an email sent from Continental’s CEO to each of the passengers this week to apologize for the delay and thanking each of us for flying Continental.

The point is that when problems occur with customers, as they always do in business, there are great opportunities to turn the problem into a great and/or memorable experience.

Continental remains my favorite airline by a long shot.  This was definitely a rare situation, but one in which the airline had some great opportunities to Fly Right.

Written by Pat Perry
President, ERC 

In spite of the recent weeks of ugly weather, spring will be upon us soon.  Starting at the end of next month, colleges and Universities will begin their summer breaks and with that a flurry of sophomores, juniors and soon to be seniors will descend upon local employers seeking Internships.  This anticipated spike in the local temporary labor pool is a “right of spring” and a tremendous opportunity for Northeast Ohio employers to:

• Hire some incredible talent at great rates,
• Develop talent for the near future, and
• Provide college students another great reason to stay and work in Northeast Ohio.

It is hard to imagine an organization that would not benefit from at least one internship in 2008.  At ERC we have employed nearly 20 interns over the past 10 years.  I am proud to say that over 90% of these professionals have stayed and worked in Northeast Ohio after graduation.  Four of those interns are full-time employees at ERC.

These kids are smart, technologically savvy, mature and willing to work hard.  At 8 to 10 dollars per hour, interns may be one of the best business investments you make all year.

Give it a shot - the contributions they make to your organization will be impressive and you will have supported the beginnings of a career that promises to be great.