RANDOM THOUGHTS #17

CUSTOMER SERVICE ISN’T ONE DEPARTMENT IT’S THE ENTIRE COMPANY’S RESPONSIBILITY!

wow… how easy we can forget that as we grow… but it’s SO ABSOLUTELY TRUE.

How can you delight and wow a customer today?  What can you put a little extra “you” glitter on?

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Never strive for good.  Just strive for better.

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Ask good questions to get good answers.  Before you ask the question, pause, think and ask the right question.  Ask a follow up one if necessary.  It’s ok… take your time.

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Think bigger.  Dream.  DREAM.  What do  you want here?  Less stress?  More money?  More responsibility?  A different role?  THEN DREAM IT!

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“THE RUNG OF A LADDER WAS NEVER MET TO REST UPON, BUT ONLY TO HOLD A MAN’S FOOT LONG ENOUGH TO ENABLE HIM TO PUT THE OTHER SOMEWHAT HIGHER.” — THOMAS HENRY HUXLEY

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If you think the world is a disaster.  I believe you.  If you think it is a paradise.  I believe you.  Your brain tells the story…

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The more time you can spend with nature, the more your faith will grow.  For me, it’s really that simple.

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Even if you live to 150 year olds, that isn’t very long.  I’d get to living RIGHT NOW.

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BALANCE TO ME IS JUST PLAIN INTENSITY, AUTHENTIC, AND FOCUSED.  Don’t think about work at home and vice versa.  But when you are at either THAN GET TO IT.  You will never wish you were on social media more…

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4 F’S.  FRIENDS.  FAITH.  FAMILY. FITNESS.

Explore each a bit.

Friends.  You need them.  They make you laugh, inspire you, and hold you accountable.  I suck at this right now… my friends know it and I know it… but to me, it is the least of the 4.  I hope they know it too, and then builds our friendship not diminishes it.

Faith.  Center it.  Own it.

Family.  They are yours… spend time with them.

Fitness.  Both physical and mental.  If you are not fit… you will eventually not be good at any of the other 3!

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Winter succumbs to Spring, Spring shows us hope is eternal and gives signs of better days!

Spring is not as good as fall.

Fall is fantastically too short.  Summer.. oh precious summer… you have my admiration!

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Personally, I have to keep reinventing myself as we grow.  I can’t do what I even did 12 months ago.  Do you realize I haven’t been in Brookfield location THIS YEAR?  They are rocking it, wings are spread and they are GOING PLACES (literally to New Berlin.)  I miss them greatly.  I truly do.. each of them and smile just thinking of all the days I spent there and all the good lunches.  Lots of tears there too!

I have to re-double my effort on offsite construction.  We are not there yet, not close.  Our PAULS project is still too far on the horizon.

This week though we are bringing in Ben Hershey with what he knows on robotics and future planning of our growth.  Looking for traction.

Once you find traction… it’s GO TIME.

Still way too clunky for my liking!

I don’t mind helping out in other areas and I do that a lot don’t worry!  But I have to focus on what is the #1 thing…and right now..that’s it.

 

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I think sports is essential.  Without it… life is just not as good. Same for music concerts.  Without it… the world is a little worse.  I truly believe that.

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Masks or no masks?  Sometimes I feel they are essential because people tell me they are.  Sometimes I think what a joke, people are trying to control me and our society.  I have no idea which one is right.  Maybe both.  Both is probably the right answer.

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This is pretty darn good.

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If you believe in the afterlife… it’s ok… your story isn’t written yet here on earth.  Think about that.. .it is just the start really … so don’t worry about failing!  Don’t worry about failing!  fail away!  make a difference!

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My marble jar is getting smaller.  What do I mean?

READ HERE:

https://joelfleischman.com/2015/12/

RANDOM THOUGHTS #16

TGIM!

RANDOM THOUGHTS.

I read a bit over the weekend… here is what I think I learned…

Happiness is like wine in a glass.  You must first be self happy.  You yourself can’t continually beat yourself up, you must be of sound mind and good spirits.  Then your happiness chalice will overflow and you will radiate happiness.  It’s a Jesus thing too… “Love one another.”

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Divide and conquer.  We are growing friends!  Over 20% this year in almost all departments!  That means we must divide to CONQUER!  Our leadership team is taking on several new roles both in systems and supplies.  Of course as we finalize details, YOU will be the first to KNOW!

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People.  It’s all about PEOPLE.  Period.  It’s not a front door issue, it’s a people issue.  It’s not about board feet it’s a people issue.  It’s not about a transition strip that is back-ordered, it’s about people.  PEOPLE WIN THE WAR on HAPPINESS.  Over our last several SHUS we have hired EXCELLENT CULTURAL PEOPLE.  Now it is on US to train and develop them to make them ROCKSTARS!

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I’ve said it before and I’ll say it again, we are trying to take our competition OUT OF BUSINESS.  Wow, Joel that is brutal.  No…not really.  I just feel if we can UNIQUELY help people better, that is just a simple cause and effect.

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We are close to working out our systems GROWTH model… What does that mean?  Robotics.  More facilities.  More upgrades.  Stay tuned. 90 DAYS WE WILL HAVE IT IN WRITING.  FYI, consultants tell us we have 15% market share of all trusses built in Wisconsin.  Our new facilities will bump that to 35%!!!!!!!!!!!!!!!!!!!!!

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New Berlin.  We keep putting the pieces of the puzzle together.  Hope to put a shovel in the ground this fall.  Transfer Brookfield team Spring 2021… if things go as planned.  This week?  We are working on SOLAR.  Price, etc.  Reminder, solar is at our Amherst facility.

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4th of July.  It’s been nice having off Saturday mornings.  I hope you are changing the world with family time, etc on your Saturday morning off!

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100 deliveries a day in Campbellsport.  Each person from the person answering the phone… to the person unloading the cabinets must work in perfect harmony.  When it works and it does over 93% of the time!!!  It is really a work of art.   The standards that team sets is amazing.

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Thank you all for your hard work.  This is GENERALLY the CRAZIEST WEEK OF THE YEAR in many departments.. ENJOY THE SHIT OUT OF IT.  AND MAKE IT FUN!

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too blessed too be stressed!

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AMOR FATI

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GO

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JOEL

LEVELS OF COMMUNICATION AND CONNECTION

THE PYRAMID AND TIMING OF COMMUNICATION

LOWEST LEVEL.  Talking about someone but not TO someone.  Gossip, rumors, assumptions.  Response Time:  Can’t respond, it didn’t happen.

LEVEL 2.  Text.  Short.  Abbreviated.  Emotionless.  Full of holes.  Response Time: 2 hours or less.

LEVEL 3.  E-mail longer.  Nicer.  A bit more formal… Short.  Abbreviated.  Emotionless. Response Time: end of the business day.

LEVEL 4.  Phone call.  You can hear and feel the emotions.  You can chat, connect small talk.  But you can’t see a person’s reactions.  Response Time: voicemail.. end of the business day.

LEVEL 5.  Hangout/Zoom  97% there!  You can see reaction, you can guage it all.  This is how humans were MADE to interact.  It’s how we do things!   Response Time:  Be early, stay late.  Be present!

LEVEL 6.  Nothing replaces a hug or handshake and face to face time.  Response Time: Put your damn phone away.

LEVEL 7.  Break bread.  Nothing like taking the time to eat with a person.

LEVEL 8.  Do what they love to do.  See someone doing what they love to do is … priceless…

 

IF YOU ARE STRESSED I BET YOU ARE LIVING IN A LEVEL 1, 2, OR 3 WORLD!

TO REDUCE NEGATIVE STRESS: STOP

STRESS.

It’s June 22, often in our industry, this is peak STRESS.

In 1996, we worked 60 plus hours a week.  STRESS.

In 2002, the same, 60 hours a week.  STRESS.

In 2017, 45-50 hour a week. STRESS.

IN 2020… STRESS… 40 hours.

For systems, it’s ALL-NEW, OR A LOT OF IT… STRESS.  When it was “the old company” I hear many STRESS STORIES AS WELL…STRESS!

So TO REVIEW:

It’s not how many hours you work.

And it’s not what organization you are in.  STRESS IS REAL.

BUT IT IS ALSO MANAGEABLE:

QUICK. IMPORTANT.  IMPACTFUL TIPS.  I HAVE LEARNED.

  1.  STOP.  Regroup.  Take a timeout.  Literally for 5 minutes, just take a deep breath.

  2. PRIORITIZE AND EXECUTE.  What are the 3 things you must get done?  Write those down.  Focus on them.  Repeat.

  3. LOOK FOR HELP!  SCREAM FOR HELP!  You are not ALONE.  Stress comes from working only by yourself.  You haven’t asked for help.  You haven’t reached out.  And if you have it went unnoticed.  Ask again.  Or think.  Who could help me?  What’s my hang-up?  What’s my kink in the hose?  Who here can be of assistance to help me prioritize and execute what I need to get done?  550 people here are willing to HELP YOU AND YOUR TEAM, YOU JUST NEED TO ASK.

LASTLY, you SIMPLY CAN NOT BE BLESSED AND STRESSED.

Start a gratitude walk.  Write down each morning or night 3-10 things you are grateful for.  It’s impossible & proven, you can be blessed and stressed.

 

GO!

Joel

 

P.S.  Growth is SUPPOSED to feel uncomfortable.  It’s ok, live in it.  Laugh about it.  It’s going to be just fine!  Better than fine, it’s gonna be awesome.  God promises!

CELEBRATE THE LOSSES

TEAM,

Are you scared of failing?  Scared your team might find out, or even, OMG Joel will find out?

I heard about such a story this week.  A QB didn’t want to “do the right thing” and move trusses back in the schedule, because Joel might find out.  So instead we impacted the BUILDER in a negative way.  OH NO!

I am sorry, we have perhaps created a mini surge of “we are Drexel, we don’t screw up!”

HOW WRONG THAT IS!

WE ARE DREXEL WE WILL SCREW UP.  I PROMISE YOU THAT.  PROMISE THAT TO YOUR BUILDER TOO.  WE WILL SCREW UP!  BUT WHEN WE SCREW UP, WE WILL PASSIONATELY FIX IT TO THE BEST OF OUR ABILITY WITH A SENSE OF URGENCY AND COMPASSION UNHEARD OF IN THE INDUSTRY!

FALL 7, RISE 8 is one of my favorite sayings as a youth coach.

That simply means… it’s not how you fall, or if you fall, it’s HOW YOU GET UP!  THE MORE YOU GET KNOCKED DOWN, THE MORE YOU GET UP!

 

MY DAD HAS SAID THIS OFTEN, “SHIT HAPPENS THAT IS WHY GOD MAKES BOOTS!”

 

YOUR CUSTOMERS WANT TO HEAR, “NO PROBLEMS, ONLY SOLUTIONS.”

 

LET’S OWN THIS.  LET’S TELL EACH OTHER.  I F**ED UP BAD.  BAD.  I AM SORRY, BUT I AM ON IT.

 

LET’S BE HUMBLE ENOUGH TO KNOW, WE ARE ALL FAILURES.  WE ALL SUCK.  BUT WE TRY HARDER THAN ANYONE!

FAIL.  LEARN.  GROW.  IMPROVE.

 

CELEBRATE THE LOSSES THIS WEEK!

JOEL

 

TGIM- LIFE LESSON

TGIM:

PLEASE TAKE ONE MINUTE

FOR CATFISH COOLEY TO CHANGE YOUR PERSPECTIVE.

THIS WEEK BE KIND.  MEND FENCES, LOOK AT THINGS FROM OTHER PEOPLE’S PERSPECTIVE.

AND IF YOU GET OVERWHELMED AT WORK, REMEMBER THAT’S A GOOD PROBLEM TO HAVE A LOT OF PEOPLE WISHED THEY HAD!

 

AND I DREAM OF BEING ABLE TO GROWL/SNORT LIKE CATFISH!

WORLD CLASS SERVICE IS SAYING NO! (YOU ARE EMPOWERED TO SAY IT!)

Team,

SUPPLYING HAPPINESS IS SAYING YES A LOT.  BUT IT’S ALSO SAYING NO.

I’m so sorry, but we don’t offer this service, but let me help you out, maybe contact this person for your BEST HELP.

Don’t “over try”.  Stay in what you are good at.  Find someone on our team better suited or think before you do….is this something we should be doing.

Do it with empathy.  Do it with sincerity.  Do it with clarity.

TRUST EACH OTHER.

TAKE CARE THE 1 OR 2 OR 3 THINGS WE EMPHASIZE ON YOUR JOB.

DO YOUR JOB was a New England Patriot slogan.  That doesn’t mean to not help out a teammate or contractor.. but it does mean, don’t do someone else’s job.  Then your job will not be done… Each person, know your role, and do it extremely well.  100% of the time… that is most productive for ALL OF US!

 

WHY DO WE “ONLY” WORK 40 HOURS A WEEK

TGIM!

Last night I sat down with my two boys and watched a hunting show on youtube.  Nothing too groundbreaking there, we have done that before.  This time I cued up my friend and co-worker Trey Arentz.   Trey started here in operations and has transitioned into an inside specialist at Kiel.   He’s an authentic guy and lives with passion, I knew that the second I met him.  Trey casually mentioned this video to me, and I thought I should watch it.

Trey loves hunting and the outdoors; it truly is magical to see him talking about the outdoors.  When you watch the video you will see that.  It’s one of the reasons God made Trey.

Trey had been working 45-48 hours a week until the new start of our 40 hour work weeks.

That is between 250 and 400 hours a year difference.

Potentially 4000 hours in the next decade. I am guessing for Trey a lot of that will be outdoors.

That is why we are doing this, so Trey can do that more!

It’s not about making more money (or less which is a possibility but I don’t believe it), it’s about the Trey’s of the world. It’s about you.  Thank you Trey.

Thank you for being one of the amazing 550 people that work here!

Here is his short film.  Probably consumed best not at work.  (Obviously.)  I highly recommend it for anyone that loves life, family, or the outdoors in general.

 

 

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How do we get there?  DISCIPLINE = FREEDOM.  The more disciplined in our tasks and our jobs at work, THE MORE EFFECTIVE, the quicker WE will get there.  It’s why Justin Spuda, our player personnel director, loves Jokko Willink, who wrote a whole book about it.   Project G, forces us to be disciplined but will create FREEDOM!   And on, and on.

Do not use “I can’t get anything done because we are forced to work 40.”

It’s a bullshit excuse and I personally won’t tolerate such nonsense. 

That doesn’t mean there won’t be challenges, but there were plenty of challenges working 60 hours a week too…

For systems, this is a work in progress at Little Chute and of course all new to Amherst.  We will get there as we “level the load.”  In manufacturing a bit of overtime every once in a while may be needed to put 5lbs of stuff in a 1lb container, but we will work on it!

 

For me?

I’m not sure there is anyone at Drexel that enjoys working more than myself.   It’s all I have ever done.  And truth be told, it’s darn near the only thing I am particularly good at.   I have never broken 45 in golf.    I have never shot a trophy buck, never caught my limit of fish, my garden is a work in progress, I am not a craftsman, like many of you.  I only like vehicles because it takes me from a to z.  I could go on.  I guess we all have our weaknesses and strengths.  Mine just happens to be work.  It brings me great joy to see an idea come to life and employ people and ultimately beat the competition as it generates income too.  It’s fantastic helping a customer uniquely and know that my touch, even in a small way, made that project or their building business better because we were a part of it.  So working less for me is almost ironic, the thing I do the most I am trying to do less.  BUT I WILL TRY TO LEAD BY EXAMPLE.

This does not mean there won’t be long days, and work to do.  Last week I worked back to back 14 hour days if you count drive time.  I loved it.  But at one point later in the week, I took an extended lunch to drop off some stuff to the restore shop to put some items to good use that were in my garage.  BABY STEPS!

 

GO!

Joel

Random Thoughts #15

TGIM!

Win Today!  Don’t worry about what is out of your control, the future.  JUST WIN TODAY!

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“Impact Winning”  is perhaps the greatest skill we can have!  How can you impact winning today?

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A long and sometimes complicated article I hope you take time to read.  We at Drexel want a GROWTH CULTURE versus a  HIGH-PERFORMANCE Culture.  This explains in great detail what that means.

CLICK HERE.

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Why YOU should do our book club (E-mail Jenna.Lee@drexelteam.com for more details.):

It improves you and inspires others!  Here is a well written and inspiring review on one of the ten Books: RAVING FAN.  Clint Patton is one of Drexel’s most effective quarterbacks.

He Impacts WINNING as much as anyone on the team!  By the numbers year to date, he is Number 2 overall quarterback for NET PROFIT.  And he’s improving himself too. 

Here’s his report.

Below is my review of “Raving Fans”  by Ken Blanchard and Sheldon Bowles

Generally speaking, this book is about an Area Manager that meets his Fairy Godmother “Charlie”….  Through a series of events, Charlie teaches the Area Manager the importance of creating Raving Fans using his 3 step sales process.  During each step of the process, Charlie takes the Area Manager to a different business that illustrates the point he is trying to make.  At the end of the book Charlie explains how each step ties together to create Raving Fans.  As we dig deeper into Charlie’s sales process, you will begin to see how it fits with what we do at Drexel.

Step 1 Decide What You Want… Charlie explained this in the book as, creating the perfect vision of your business or sales process centered around the customer experience. This vision will become the foundation of your business and help define the parameters for which you will operate. It also allows you to determine which customers fit your criteria.

Step 2 – Decide What the Customer Wants…  What is the customer’s vision of, “the perfect experience”?  If you don’t know what the customer wants, you will never know if you can align their vision with yours.  How do we figure out what the customer wants?  We ask questions, dig deeper, and LISTEN…, to find out what is important to them.  Keep in mind that the customer is not always going to be completely transparent, we must learn what the key indicators/responses are and what they mean.  Interestingly enough, not all businesses and customers’ visions are compatible… which is OK.  If their vision is drastically different from ours, we will never be able to consistently deliver on their expectations.

Step 3 – Deliver Plus One… This is the process of setting expectations and being consistent.  DON’T over-promise!!!  You have to meet the customer’s expectations before you can exceed them.  Once you have determined that your vision and the customer’s vision align, DELIVER on your promises consistently and get 1% better every day.

For us at Drexel, this process is at work every day and constantly evolving.  Our perfect vision changes just a little bit with every step forward and so do the customers.  It is our job to stay ahead of an ever-changing industry/society and deliver what we promise. We must never stop improving!… Understanding that and embracing it is the key!!

My Top 4 Quotes From the Book!!

“Success comes to those, and only those, who are obsessed with looking after customers.”

“Goods aren’t sold, product and services are bought.”

“If you get up in the morning expecting to have a bad day, you’ll rarely disappoint yourself.”

“Don’t be a duck. Be an eagle. Ducks quack and complain.  Eagles soar above the crowd.”

Thanks,

Clint Patton

Drexel Building Supply|Berlin

Quarterback

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GO!

JOEL

BONUS CONTENT:

You want videos or podcasts?

My two favorites this week:

This one has vulgar language, it’s a podcast (you listen to this):

IT’S YOU: ANDY FRISELLA

This one is God-driven: