Real ER: The Bronx

Last night as I was jumping back and forth between a ball game and car building show I stumbled onto a show called Real ER: The Bronx.  As the name implies its a documentary style show of life in the ER at a hospital in The Bronx.

Regan was in the other room studying for her final exam in her EMT class and recognized the sounds and dialogue and came in to see what I was watching.  She was captivated.  I asked her if I was going to cause her to fail her exam.  "Probably" was her response as she settled in to watch (She took the exam today and passed).

As patients were brought into the ER, I'd ask Regan what she knew about their conditions.  I was amazed at how much she knew.  She sounded like a doctor to me.  There was one patient with a collapsed lung and they were inserting a tube into his chest, through the ribs to fix the lung.  They used used words I didn't understand, but she did, and so did all the supporting medical staff that was treating this patient who had been stabbed and was going to die if the staff treat his wound properly.

As I watched the show I saw up to 10-12 people working together to diagnose and treat the patients.  They used a common language.  One they had learned as they grew into medical professionals.  One that was clear and consistent.  One that took a very complex, high stress, situation and simplified it.

Imagine if I stepped onto the scene in that ER.  Could I figure out that the guy had been stabbed and had a collapsed lung?  Probably eventually.  Could I figure out that he needed a tube inserted to revive the lung?  Probably eventually.  I'm very confident that the patient would have been dead for days, maybe weeks before I could solve the problem.  And that was just one case that evening.

Application??  What is our common language?  Everyday we have as many cases come into our store as they do in that ER.  3,000 customers.  30+ team members.  IT.  Fryers.  Corporate.  Food Safety.  Reports...

As leaders, how are we diagnosing each case?  With our own personal language and systems?  With added drama?  Or, with a common language and common tools?  Professionally?

Can a doctor... I mean leader, step in and take the case you've been working on and smoothly proceed?  Or, would there be excessive time spent explaining things?

We have this common language.  We have these common tools.

Values
Toolbox (ESRC, SBI, 3 for 3, 4 Disciplines of Execution...)
Checklists (lots of checklists in the world of medicine)
@CFA
Podcasts

Are you like the doctors in this show that understand their role is to see the next patient, diagnose and begin treating them as efficiently as possible?  Or, are you like me walking into that ER and trying to solve it my way, eventually losing the patient, even if I eventually figured it out, just too slowly?

As leaders, we must control the systems and language we use.  The more consistent we are, the more effectively we will execute our Mission.  Be Remarkable.     

Even if you get uneasy with blood, I encourage you to google the show or find it on TV, or any other documentary of life in the ER.  Pay attention to how professional the medical staff remains.  Pay attention to what they say.  How they say it.  We think our environment can be high stress.  Maybe we are creating a good bit of the stress in how we respond to the cases that are coming in.  What if we approached the cases with the same professional urgency that is demonstrated in this show?  Think stress would be higher or lower?  It's easy to wish others would do this but we can only control one person.  Ourselves.  Let's each do our part to create this professional urgency in our culture.

     

                                   

Pressure Release Valve

Craig and Heath. Two of my managers when I was a teenaged team member. These guys were not small. Their arms were the size of most people’s legs and “barrel chested” fits the description perfectly.

These guys had an agreement. If one of them got angry, they would go out in the back hall (back halls of malls must have all sorts of stories). Whichever one was angry was allowed to punch the other one in the arm. Yep. True story. This wasn’t a rare occurrence. They were managing a bunch of teenagers after all.

What’s the lesson? You are going to get frustrated in life. If you are leading others, you are going to get frustrated even more. What will you do then? What’s your pressure relief valve? I still remember a manager years ago. She wasn’t happy about something and I was walking by the walk-in-cooler. I don’t recall understanding the words but I could hear some yelling. That’s how she “cooled off”.

I’ve had various relief valves over the years. Punching boxes in the stock area (be careful to choose your box wisely. Don’t cost us $$ and don’t break your hand). I’ve taken walks around the block. I’ve gone to sit in my car. Usually now I just go in the back and vent to my brother via texts. Or, if time allows, a trip to the gym, a jog, a bike ride...

Hint: prayer is also advised.

Just have a plan. We all need pressure relief valves ready for when the pressure rises

Grocery Cart = trust

Why do insurance agents put their faces everywhere?? My insurance agent is Andy Jones. We’ve become friends over the years, and neighbors. And a couple of his boys have worked for us.

One day I was in Kroger and I saw Andy. Well, I didn’t see him in person. I saw his picture on the seat of the grocery cart in an add for Andy Jones, State Farm. Is he that stuck on himself that he wants to see his face on the seat of the grocery cart when he needs to buy milk and eggs? He’s already got his head blown up 20 times on a billboard I drive by every day.

I don’t know if he actually enjoyed having his big smile plastered on every surface up and down Roxboro Rd but I did realize this. Insurance is a commodity. There isn’t much difference in policies. What it comes down to is trust. Who will take care of me best when I have a wreck or a tree falls on my house? The guy I feel like I know because I see his face everywhere or Geico? I don’t know for sure but I do know I’ve chosen State Farm in part because I know Andy. I can call Andy. I’m sure Geico is also good. I just don’t know who I’d call.

Just like when I think of State Farm I see Andy’s face, when customers think CFAROX they think of our faces. Each one of us is CFAROX to a customer. They choose CFAROX because they trust the person that comes to their mind when they think of CFAROX. They trust you.

Do You Know How To...?

Around the end of the 2nd year of being a Chick-fil-A team member I walked in to work and my shift leader asked “do you know how to run boards?” Back then, 1 person breaded and 1 person did all the rest. Sandwiches, nuggets, fries…. that’s Boards. I had never done it. I’d been asked before but until that day I’d never done anything but run a register. I guess we didn’t have a good boards person scheduled or maybe the shift leader just didn’t want to run boards or maybe he wanted options down the road. So that night I learned to run boards.

That night the shift leader opened a door for me that ultimately led to owning a Chick-fil-A. For the next 2 years I mostly worked the boards area, and really enjoyed it. A nice break from the front counter.

Now, with a full understanding of the restaurant some of my peers started suggesting I be a team leader (we had 2 levels of leaders. Team leader and manager). I was reluctant but eventually said OK. What I learned as a team leader was that I like when problems are mine. I like responsibility. The more responsibility the better is what I found out.

How can we open doors for more people more often? Who are you developing today? It may just be learning DT or fries. It’s a door. And who knows what opportunities that door can open up to. I’m sure glad that shift leader decided that was the night I was gonna learn boards.

Leadership Gym

Back in High School I had to take Weight Lifting as a class.  I'm assuming I "had to" take it because I didn't want to take the other potential electives but I had a semester of weight lifting none the less.  And, if you've been paying attention you could probably guess that I wasn't much on exercise most of my high school life and this was no different.

Combine that with my tendency to avoid doing what teachers asked and still finding way's to get decent grades and you can imagine how little weight lifting I did that semester.  I was in the weight room alot.  I watched alot of weight lifting.  I sat on benches.  I leaned on walls.  I walked around in the weight room and occasionally I lifted a weight.

Fortunately, I was thinking ahead at the beginning of the semester when the coach had us record our max on various machines.  I sandbagged.  I lifted just enough to not look like a complete wuss.  So, at the end of the semester, when we needed to record our max (which a large % of our grade was based on) I was able to record a good enough weight gain in order to pass the class.  Everybody knew I didn't lift any during the semester.  Including our starting catcher on the baseball team.  My first swing at baseball tryouts that year was a homerun which made him so mad he yelled out "and he never touched a weight all semester!!"

What's the lesson?  Just being in the weight room isn't enough.  Sitting on the equipment isn't enough.  I may have gotten the grade but I wasn't any stronger.

In our store, we have a leadership gym.  Everyday we have so many opportunities to flex our leadership muscle, to try a new technique, maybe try something a bit heavier.  Our leadership toolbox has the various exercises listed.  ESRC, 4 Disciplines of Execution, 10/10/10, SBI, SERVE (crossfit)...  Every day we can lift these weights.  Lots of reps.  But, its also easy to just walk around.  Maybe talk to some people.  Sit on the equipment.  We can get through the day without lifting if we really want to.

Who will be stronger after a semester in the "gym"?  The guy increasing his reps and the weight every day or the guy walking around the gym doing anything but lifting?

Don't miss this opportunity.  Every day is a day in the leadership gym.  You may get lucky and hit a homerun occasionally but don't be like me back in HS.  Don't miss that opportunity to get stronger.  If you lift every day you will be a strong leader.       


PS-If the store is the Gym and the toolbox is the equipment, books and podcasts are the protein needed for strong leadership muscle.                   

Stress Free Memories

Years ago I was looking through some family pictures that included a beach trip.  As I looked at the happy pictures I found myself wishing for those good old days when I didn't have the stress I do now.  But, then I checked the date of those pictures and thought of some of the stuff going on in that year.  Phases kids were going in and out of.  Challenges at the store.  Uncertainty about some future situation.  Sitting there years later looking at those pictures I realized all those things I was stressing over ended up OK.  Maybe not perfect.  Maybe not all to my liking.  But, none of those stresses I had back in those images carried over to that day I was looking at the pictures.  So what?

I decided to start writing down all the stresses I had that day.  And then I did it again the next day.  I didn't do it every day but I did it periodically over a couple years.  Then I'd go back and read what my stress was a few months ago or last year.  Almost all my daily stress was over stuff that either worked itself out or "magically" disappeared.

This taught me something.  Now, when I am anxious about something, I create an image (photograph) of me at an event that I know is coming in the next 3-6 months and I ask myself if that future Tony will still be worried about whatever is bothering me that day.

A couple years ago, we had a situation at the store that ended up making its way onto Facebook with some misinformation being shared about myself and our team.  Customers were calling.  Friends were calling.  "Is it true?!"  It wasn't but its not easy to control the conversation on social media.  I had done what I could and CFA Inc was monitoring and advising. 



A couple days after this started we took our girls to Winshape Camp in N Georgia and Kaylyn and I were staying in a mtn cabin near the camp.  I remember settling down and thinking "I wish I could relax out here and not have this FB thing going on".  Then I remembered the lesson from above.

I looked at the calendar and found an event a few months out.  Martinsville Nascar Race.  I placed myself at that race, with Riley sitting beside my brother and dad, watching the race.  Would that Tony be worrying about this FB stuff on the drive up to Martinsville?  Probably not.  So, why should this Tony sitting in the cabin in the mountains?



Guess what?  Not only was that Tony at Martinsville not worried about it but the Tony in the cabin had pretty much forgotten about it within a week or two of then.

Got something that won't let you sleep?  Have you done what you can?  Find an event 3-6 months from now that you'll be at and ask if that YOU will be worried about this?  Then follow their lead.

Matthew 6:25-34
Matthew 10:29-31
                 

 

     

White Towel Test

D.O. David Ottman. He was one of my first bosses. I can still picture him standing in the
doorway to the front counter, leaning against the doorframe with a clipboard in hand. He was
meticulous. At least by 17 year old standards.

His expectations were very clear. From the time you arrived till the time you clocked out. The
image of a white towel is what always comes to mind when I think of D.O.

At closing time, we each had our areas just like today. At the end of the night, we had to have
D.O. inspect our area before clocking out.

I had dining room one particular night, which included bathrooms. David’s rule was that if he
could wipe a white towel over an area and see anything, you had to do the entire area all over
again. You probably can guess where this is going. I had to do both bathrooms over again that
evening. Thankfully, he didn’t make me redo the dining room as well. I have no memory of
what wasn’t right BUT I can tell you I never had to redo my area again. I learned my lesson.
One that Truett used for the title of his first book. It’s Easier to Succeed Than to Fail.
It’s easier to do it right the first time.

For leaders, this is also a good lesson on setting expectations. Do you think he wanted to stay
later that night while I cleaned the bathrooms again? I doubt it. But, he was wise. He knew
that was time well spent and an investment in future nights.

Do you have a “white towel test?” Are you investing in future excellence?