Even new hires at TSA want to do their best

We’ve all heard the horror stories and jokes about TSA agents. Some of the ridicule and criticism is warranted whether on an individual or organizational level, some is not. One thing you can’t argue from a recent experience that I had… even TSA new hires have a desire to do their best.

The other day there were two trainees at my home airport in Asheville, NC. I could tell they were new right away because they both wore white, button-down shirts rather than the typical blue ones.

They were also behaving a little different than many TSA agents… they were smiling, friendly and attentive.  They were a little timid in their duties as their trainers looked on, but they seemed to be getting the hang of things. I saw one of them ask his trainer a procedural question, trying to understand the finer points of his new job.

Why are these observations so important?  Because jokes and criticism aside, these two were in it to win it.  They had undoubtedly heard about the bad reputation TSA had, yet still chose to seek employment there.  Maybe they would be the agents of change that would turn around the entire agency.

Or, in a few short months, maybe they will be just like most of the people we have come to expect who are checking our ID’s and boarding passes… gruff, unfriendly and unhelpful.

(I’m just going to leave this right here.)

(To be fair, not ALL TSA agents are gruff, unfriendly and unhelpful… the ones in Manchester, NH were very friendly today, but they are not the norm in my experience.)

But here they are as new hires, bright-eyed and bushy-tailed, ready to take on the world.  Sound familiar?

In any job, new hires are generally engaged and ready to impress.  Their purpose is easy to identify and articulate… to learn their job and make a good impression so they can KEEP their new job.  Once they have accomplished that, then what?

They need a new purpose. But sometimes they don’t find one. And that’s our fault.

Once someone moves on from the honeymoon phase of a job, they need new challenges and to be reminded of how they fit into the big picture. To this point they have just been trying to fit in, now they need some context.  Sure, in orientation we talked about the company values and goals, but honestly for a new hire those don’t mean much until they see them in action.

Which is why, when I work various parks and attractions, one of the first things I ask about is their values.  Do they have them (most do) and what are they doing with them (some a lot, some not much).

Sometimes it’s that a company will have a set of values, but they only reside on a poster in the training room.  No one really knows what they are, what they look like, or as leaders, how to role model and enforce them.

So when I think about these TSA trainees, I wonder which set of values they are being exposed to after the initial training period.  Will it be the ones they talk about on the website: Integrity, Innovation and Team Spirit?  Or, will it be what the tenured agents have told them and demonstrated the values to be… gruff, unfriendly and unhelpful?

I don’t think ANY employee at ANY job starts off with the intent to be mediocre or to live a set of underwhelming values.  But if we don’t actively model and enforce the right values, who knows where that journey will take them?

Thanks for reading!

Want to train your SUPERVISORS to role model the right behaviors so your new hires don’t fizzle out?  We’ve got just the thing…

4th of July… Resolutions?

If Jason McClure from Cedar Point can do a fun July 4th/Thanksgiving mash-up as a clever way to recognize his employees, I thought a July 4th/New Year’s mash-up might be fun, too!

Truth be told, I’m not big on actual New Year’s Resolutions, as they rarely last. What I am a fan of is when we we truly commitment to what we believe in.  And if you believe in your employees, there is no better time than right now to recommit and RESOLVE to support and guide them.

I will soon be sharing more of my observations during #CNC17 (Coaster Nerd Con) in which two buddies and I visited 7 parks over the last week, but what I can tell you now is this: the parks with the more visibly engaged management teams also had the best performing employees.

This really shouldn’t be a surprise if you have been following my rants about employee burnout for the last few years.  A leaders’ engagement has a direct impact on how an employee feels about their job and to what lengths they will go to be good at it.

The graph below shows what I have found to be the trend when tracking employee engagement.  Managers start off strong as employees are coming on board and the season is ramping up. As the season gets into full swing, if the management team disengages with employees or spends less time guiding and coaching them, employee engagement (morale, enthusiasm, energy) suffers (and it’s REALLY hard to get back).

Now, let’s not confuse leadership engagement with being busy – they are two different things. You can be doing a lot of stuff with very little time left at the end of the day.  But, are you doing the right things?  Are you taking an active role in the continued development of your team? Are you looking for and evaluating possible candidates to be in leadership roles next year?  Are you eliciting suggestions for improvements from your staff?

Heck, are you just out there with your team so they can see you?  At a few of the parks we went to, we didn’t see ANY management presence for about 90% of our day – and we were looking!  You can’t say you are engaged and only spend 10% of your time (if that) in the actual operation.

Contrast that with the parks that had engaging, service minded employees.  You saw a lot of this:

That is a manager at Six Flags Fiesta Texas picking up a piece of trash.  We saw this ALL DAY LONG there.  It made me, as a guest, want to pick up trash, too – which I did!  They were setting a great example, and the employees (and guests) were following it.

Now it’s your turn.  What is your 4th of July resolution?  What are you going to commit (or recommit) to that will help your employees feel supported and engaged?

If you feel so inclined, leave your resolution in the comments or email me here.  Would love to hear what you are committing to!

Thanks for reading!

DON’T LET YOUR EMPLOYEES BURNOUT THIS SEASON!!

You can prepare your supervisors to identify and eliminate burnout before it happens – but you have to start NOW! The Myth of Employee Burnout Supervisor Development Program was designed with your busy schedule in mind!

“I am super excited about the Myth class. I have noticed a marked improvement in my supervisors who took the course. Their interactions with the employees they supervise have improved. They have a sense of purpose and belonging. The time spent in class definitely advanced their skills to the next level.”

  — Sam Gage, Director  of Operations, Silverwood Theme Park

Click here, or the picture below to learn more!!

 

 

 

 

Call me a coaster nerd, I really don’t mind

It’s time.

Yes, it’s time for CNC17 (coaster nerd con), where two buddies and I descend on one particular area of the country and begin an epic roller coaster road trip.  This year’s trip will kick off June 24th in Minneapolis.

Our final stop on CNC16!

This year, it seems like every stop is EXTRA special:

Here is our route in case you want to follow along or if you are ON the route and want to say HI!  (We do allow tag-a-longs, as long as you are willing to ride the coasters over and over and over again!)

And you can bet your sweet bippy that we’ll not only be evaluating the airtime and lateral G’s on the coasters, but we’ll also be making notes about guest service, food, cleanliness, etc.  In other words, the whole enchilada (and maybe one of those, too)!

While I’m gone, I have an assignment for you.  Take a good look at you and your leadership team.  What do you need?  What will help take you or your team’s leadership to the next level (or just help you get through the season)?

If it’s something I offer (like the list of links below), give me a shout and we’ll chat! Even if it’s not, let me know and I will help you find the resource(s) you need.  That’s how I Help Leaders Lead!

See you on the midway – thanks for reading!!

DON’T LET YOUR EMPLOYEES BURNOUT THIS SEASON!!

You can prepare your supervisors to identify and eliminate burnout before it happens – but you have to start NOW! The Myth of Employee Burnout Supervisor Development Program was designed with your busy schedule in mind!

“I am super excited about the Myth class. I have noticed a marked improvement in my supervisors who took the course. Their interactions with the employees they supervise have improved. They have a sense of purpose and belonging. The time spent in class definitely advanced their skills to the next level.”

  — Sam Gage, Director  of Operations, Silverwood Theme Park

Click here, or the picture below to learn more!!