Corporate Creativity

M-I-C…K-E-Y M-O-U-S-E

Mickey Mouse!

Mickey Mouse!

Forever let us hold our banner

High! High! High! High!

Come on, you remember the words. Grab your mouse ears and sing along:

 M-I-C…K-E-Y M-O-U-S-E.

Behind the catchy tune, the amusement park thrill rides, and the costumed entertainment exists a corporate culture created by Walt Disney over 80 years ago. Today, the Walt Disney Company remains one of the most successful corporations in the world. I admire and respect their almost scientific ability to replicate corporate creativity throughout the organization.

As the Disney Institute explains on their website, “Walt effectively demonstrated that the actions of one leader, multiplied by the actions of many, can re-shape a culture and an organization.”

I recently returned from a week at the Disney Institute in Orlando, Florida.  Here, with over 30 other people from places like Brazil, Japan, Canada, and Germany, I studied “Disney’s Approach to Leadership Excellence.”

 

My official graduation photo from the Disney Institute.

On the first day in the classroom, we were each presented with blank sheets of paper and brand new eight-piece boxes of crayons.   The instructor asked us to draw our version of the iconic Mickey Mouse.

I sketched and scribbled the beloved mouse, quietly humming, M-I-C…K-E- Y…M-O-U-S-E. Some in the group drew fairly accurate representations of Mickey. Others, like me, drew something that bore little resemblance to the original black-eared rodent.

The instructor then asked us to take out a fresh sheet of paper. He had us use the crayons to draw a faint yellow grid and showed us where to place three black circles. Following the instructor’s directions, each of us, regardless of our nationality, education, or business experience, recreated a recognizable copy of Disney’s Mickey.

The exercise showed us the difference between personal and corporate creativity.

Personal creativity is wonderful. It allows us to pursue our talents for and interests in music, cooking, art, writing, fashion, and gardening. But, as my first drawing of Mickey showed, personal creativity is based on an individual’s interpretation and often varies from person to person.

Corporate creativity is something entirely different.

While organizations flourish with new ideas and fresh approaches, the innovation must come within the parameters of the established corporate identity. It is management’s responsibility, whether at Disney or Custom Services, to define and maintain that corporate identity.

If you have ever visited Disney World, you may have noticed employees are called Cast Members. Each has a role in the grand production. When Cast Members are in front of the guests, whether in a custodial uniform or a Mickey costume, they represent the Disney name and image.

The same is true at Custom Services. As soon as our service technicians put on their uniforms and tuck in their shirts, they are “on stage” and ready to perform top-quality service for their audience. They represent our name and image. They are Custom Services.

Our technicians won’t arrive at your door with Mickey ears on. Silly hats are not part of our corporate creativity. What is part of our corporate image are professional employees who consistently deliver quality service.

Stay tuned for more of my adventures at the Disney Institute.

–Bob

Direction not Intention

Direction, not intention, determines destination.

As the New Year begins, I find myself pausing and taking inventory of the direction in my life. Most of the time I have the best intentions, a sense of what I believe is the right action. I plan, read books, and make resolutions both to achieve my professional goals and to improve my personal development. However, unless I take actions toward those intentions, then I end up some place other than where I want to be, shaking my head and wondering what went wrong.

My intention when I began Custom Services was to build a successful heating and air conditioning company. To achieve that intention, I took steps toward my destination, choosing my direction each day. I hired top-notch employees who shared this intention. I made sound financial choices, never spending more than we earned and always making wise purchasing choices. I invested in continuing education and personal development for myself and our employees. I built quality and consistency into our services and products.

Through the last 30 years, our company has faced obstacles that could have diverted us from our destination. Rather than allowing these challenges to change our direction, we addressed the issues, turning the obstacles into opportunities for growth. Custom Services’ commitment to employee development, and my personal commitment to life-long learning, means that we are prepared to handle each new opportunity and challenge that comes across our path, remaining true to the original intention.

Our choices, not just our intentions, determine our destination. On the journey to our goals, sometimes we must pause and re-evaluate our actions.

• Are our actions leading us toward our intention?
• Do our choices line up with our vision?
• What stands in the way of getting where we want to go?
• What do we need to do to prepare for future challenges?

It is our responsibility to ourselves and to our customers to evaluate what has worked in the past and what we would like to change in the future.

When our actions line up with our intentions, we continue the rewarding journey toward our destination.

At Custom Services, we continue toward our destination of being Oklahoma’s premiere heating, air conditioning and plumbing company by providing you with quality service.

Practice Makes Perfect

A few weeks ago, as I drove down Memorial on my way to my first piano lesson, the phrase “practice makes perfect” popped in my head.

I thought about the paradox of the cliche “practice makes perfect” and realized no one ever arrives at perfection, do they? Think about it: there is no perfect. If we are doing something we have a genuine interest in, like playing the piano or managing a business, the practice is no longer about perfection; it’s about achieving new levels of improvement.

In my teen years, I spent hours practicing the drums. As I achieved new levels of proficiency, I wanted to do more and learn more. My passion for music emerged, just like my passion to build a premier heating and air conditioning company grew as I learned the tasks of owning a business.

There are many parallels between practicing music and creating a company dedicated to quality service. Managing Custom Services is a lot like playing a new instrument: it takes countless hours of practice. The harmonious music we make comes from practicing our skills each day.

If I were to use music as a metaphor for our business, it would look like this: When I began Custom Services, I learned to play simple songs, like Jingle Bells. Each day I practiced the notes, building proficiency and quality, until a beautiful melody emerged. I learned not only by consistent practice, but also by surrounding myself with teachers and mentors who knew the business and could explain the new chords to me. Through the years, I began to play complicated pieces, adding more skills to my management repertoire. Eventually, I brought in other musicians to join me.

Whether you listen to Mozart or Led Zeppelin (I like a little of both myself), you know great music when you hear it. That quality comes from people who are never satisfied with simply being good enough; they have a drive to achieve more.

Our success happens because we practice quality in all we do. We stay true to our vision. We are committed to developing life-long relationships with our customers and employees.

As I turned into the parking lot at my piano lesson, I felt blessed and humbled at the opportunity to learn to play the piano, especially at my age. I doubt I will be playing at Carnegie Hall any time soon, but I’m sure the piano is something I will become passionate about. It will just take some practice.

While I may not be playing at Carnegie Hall, at Custom Services I conduct a full orchestra. I direct the various aspects of the business and make sure the violins play in harmony with the cellos. The beauty of the practice shows in the quality service we provide.

–Bob

Inspiration and Gratitude

Dana and I are grateful for over 33 years of inspiration, laughter and joy at Custom Services. We are thankful for our dedicated employees and loyal customers who have supported us both professionally and personally through the years.

On Thanksgiving, as we gather around the table offering thanks for family, food and friends, we are reminded of the abundance in our lives. It is a time to reflect on the people who inspired us, the moments that made us laugh, the joy of simple things.

As I think about the holiday season and the past years at Custom Services, I am humbled by how fortunate we are to have such great customers, both those who have just joined us and those who have been with us from the beginning. The trust they give us makes Custom Services the company it is today.

Trust is something we earn with every phone call, every repair service, every installation. We are committed to honoring this relationship today and for the years to come.

Loyal customers keep our company strong. This strength allows us to employee the most dedicated and professional staff.

Our employees also have trusted us to be a part of their lives. On November 2nd, we celebrated Alan Pfieffer’s 20th Anniversary with Custom Services. Alan began as a service technician and now serves as our technical advisor. His commitment is an integral part of our company’s success.

“I’m grateful to have good people to work around and to be part of all the positive changes over the years,” Alan said. “The best thing about working at Custom is the leadership core that helps employees realize their potential.”

At Custom Services, it is humbling to know we have have provided growth opportunities for our employees.

I want to thank both our customers and our staff for the privilege of serving them. We feel blessed to be such a trusted part of so many lives.

Happy Thanksgiving!

–Bob

Anticipating Transitions

Transitions are challenging.

The Greek philosopher Heraclitus said, “Nothing is constant but change itself.”

The paradox is not lost in business.

In any company, there are levels of transition. Management must navigate the sea of change in order to progress, grow, and achieve the next level.

Custom Services began as a grassroots, startup business. I ran the service calls and Dana, my wife, managed the office. As the company grew, we added more employees. When we hit the 1/2 million dollar revenue mark, we transitioned to a new level of operation. No longer was I simply working in the business; I was working on the business.

Our commitment to quality created rapid growth.

When Custom Services’ revenue increased from 1/2 million to 1 million, the company continued to evolve, adding managers who shared our vision. We developed strategies to anticipate the challenges ahead at each new level of revenue: 1 million, 3 million, 5 million. We managed our resources and hired more staff. We lead the employees through the transitions with clear, precise expectations.

Air Technology joined Custom Services in August. We welcomed the opportunity to grow once again.

How would we handle the transition?

First, we did our research and surrounded ourselves with people who knew industrial HVAC. We asked Kym Barger, Air Technology’s founder, to join the team. Second, we created a strategy to manage the resources and lead the employees through transition. We projected our revenue based on Air Technology’s past sales.

The synergy of the two companies is apparent in our new stream of revenue and growth. Most importantly, our new customer base is served well.

Successful leaders anticipate changes on the horizon. They are like good captains navigating ships through new waters. They are ready before the transition and anticipate the changes that are coming.

Our history of growth and our ability to transition through change makes us a dynamic operation able to excel. Transition is part of our operating structure. It is integral to our success.

–Bob

Architecture of Success

“I’m working on a business plan,” my sister said, excited about her new venture.

“You don’t need a plan at this point,” I said. “That comes later. Just keep doing what you love.”

Entrepreneurs, like my sister, often get  in “analysis paralysis.”  They spend too much time analyzing the plan and lose sight of their innovative ideas. They paralyze the creativity of the process.

Getting your ducks in a row is not as important as following your dream.

Starting a company is an exhilarating and challenging process. Many people fail before they have an opportunity to succeed. They don’t trust the direction of their dreams, and, instead, dive into the details, bogging down the passion that will make them successful entrepreneurs.

Success isn’t about having all the solutions. It is about knowing where to find the answers.

I learned early in my career that taking a chance with a dream, doing what I love, drives the entrepreneurial spirit and leads to happiness and success.

Building a successful business takes time, energy, and imagination, as my sister is discovering. It also takes a trust and a belief in a future that may not always be clear.

In my experience, the keys to business success include:

• Do what inspires you.
• Instill the love of the business into anyone you bring into the organization.
• Collaborate with people who have strengths you don’t.
• Start from where you are. All the challenges do not have to be solved.
• Build quality and consistency into the product or service.
• Address challenges as they arise. Don’t anticipate failure; envision success.
• Get in there and do it. Figure it out as you go.
• Keep the passion alive: manage from the perspective of what you love about the business.
• Be frugal. Don’t spend more than you have. Use your time, energy and imagination, rather than money, to create the company.

Each day, I put these principles into practice, though I still do not have all the answers.

Plans are important and they develop as your business grows. The architecture of success–the plan–is built on a foundation of your vision.

Stay true to your vision.

–Bob