As did many of you, I spent the New Year, New Century, New Millennium, reflecting on the past and looking toward the future. This has been another surprising year in the industry with the continuing consolidation of manufacturers, distributors, operators and even customers. Some have left the industry due to this consolidation. Others have had financial misfortune. Still others have just left. Lots of "people" changes have occurred in the industry in the last year. All of the people that have left the industry in the last year have left a legacy behind. Some were favorable legacies, some were not.
Did they know they were building a legacy when they were still active in the industry? Let's be honest. The adversity that has struck a few industry members this year has left you weeping for some, and a "couldn't have happened to a 'nicer" guy' attitude" for others. This brings me to my first point. If you were forced to leave the industry tomorrow, what would your legacy be? What would your peers say? Your employees? What would your customers say? What would your friends say?
That is a sobering question that is hard to ask. To analyze the contributing factors, you need only to look at how you interface with others. Remember Donald Trump's bankruptcy? An entire industry cheered that the arrogant, egotistical, Donald Trump had crashed.
My immediate thoughts are of those industry members whose professional conduct sets them apart from an industry that has a reputation for needing plenty of damage control. What distinguishes these people from the others is that their conduct is genuine. They've learned to "work to live" and not "live to work." They have learned that all men really are created equal and they aren't necessarily better than the other guy. All opinions are worth listening too. In life there is no organizational chart.
I'm thinking of industry members who conduct themselves in an honorable and respectful manner with their customers, vendors, employees, and associates. They don't pay more for products. In reality, they probably get better deals due to the fact that vendors know these members are trustworthy and honorable, which in turn leads to profits. I'm thinking of a small number of industry members who, when you call and ask them how their new Rush 2049s are earning, will actually give you an accurate answer. Their legacy is looking good.
My other, less considerate, thoughts are of those who are too busy to return phone calls. People who gather at industry meetings only to hear themselves talk. When they are talking to you, their eyes are looking for a better conversation to engage in. They don't have lot of interest in what you have to say. You all know vendors, operators, and customers who aren't looking for a "win-win" relationship; it's a "win-lose" that is their goal. Their legacy will be "good riddance."
One thing that I have learned much later in my career than I wish I had, is that as an employer, as a boss, as a supervisor, you're a role model whether you want to admit it or not. By definition as a "superior," if you do it, it becomes accepted behavior by your personnel. Your employees/ subordinates are looking to you for guidance. When you give employees praise, it means more than you ever thought possible. When you recklessly criticize or ignore someone, it stings worse than 100 bee stings. You don't really realize either extreme as an employer, nor can you be convinced. A few do understand, and they're the masters. I remember too many times when a proud employee, a new parent, would bring their newborn into my office only to get the clear signal that I was too busy to do more than the obligatory "that's a pretty baby."
In my early career (not in this industry), I worked for a company that, during one of their weekly staff meetings, was educating the employees as to whom they should vote for in the local elections and why. While this may seem extreme, it said to me that this employer respected his employees enough to share his opinions on important matters. It also said to me that the owner wanted his Uncle Joe to be elected mayor.
One industry member I hold in very high esteem has an interesting theory about employees. Being an employer is an opportunity to develop employees through mentoring and being a role model, he says. For this reason, it's an obligation not to be taken lightly. "People development" is his most rewarding product. He's in the people business, and vending is the vehicle. To no surprise, the devotion of his employees make his company one of the most successful, and profitable I've ever seen.
I attended a Grand Opening ceremony recently for a new Wal-Mart store and saw something that made me step back. When all the speeches were over and the store was opened, in the corner many of the management team was hugging each other, with many crying, gushing with pride over the task they had just accomplished. It was clear to me this group has made a fine start toward building a legacy to be proud of.
I know another industry member who really is the definition of "industry sludge." He took advantage of all of his customers, employees too (he had no friends), and even his family members at one time. Now I think his own family is suing him. The only one who will miss this guy is maybe his pet dog.
So, at this dawn of a new beginning, there's no reason why our industry
shouldn't be a little introspective. How is your legacy coming along?