Belmont University

September 21, 2009

Remember the Good Guys

Scarlett Joe.jpg Scarlett Leadership Institute founder Joe Scarlett reminds us in yesterday's The Tennessean editorial to "Remember the Good Guys" who have built our U.S. industrial powerhouse. As Joe points out, in light of today's well-publicized incidents of corporate greed and abuse of power (still, a very small proportion of U.S. businesses), it's easy to forget about the thousands and thousands of business leaders who have been ethical and successful and continue to do so as we still enjoy the world's most successful economic system. Joe's entire article can be found by clicking on the following: 'Good Guys' Built U.S. Powerhouse.


August 05, 2009

Business Lessons from VeggieTales

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If you’ve ever heard of Bob the Tomato and Larry the Cucumber, you probably know about one of the most popular Christian animation series ever produced – the VeggieTales. VeggieTales is a creation of Big Idea, a company started by Phil Vischer about twenty years ago. As interesting as his creative ideas is the story of the rise and eventual fall of Big Idea.

I encourage you to read the account by Phil Vischer here and consider the lessons to be learned from his experience.

Continue reading "Business Lessons from VeggieTales" »


June 22, 2009

Leadership and Integrity

JoeScarlett header.jpgOur good friend and Massey Board Member Joe Scarlett, in his Open Letter to business leaders, provides a wonderful reminder to all of us on the importance of "personal integrity" as we go about making life's daily decisions. I encourage you to check it out as you begin this new week.


February 25, 2009

Customer Service Champs

BusinessWeek.jpgBusinessWeek just published their top 25 list of Customer Service Champs (March 2, 2009 issue). Check out the slideshow, which includes “Ideas from the best” as reported in the magazine. We should all look for ways to learn from the best.

Since a cost-cutting mindset can put good service at risk, the article shares four ideas for “Safeguarding Service” in a difficult economy: flex your workforce, spoil surviving staff, invest in simple technology and baby your best customers. We must never underestimate the value of delivering on/exceeding customer expectations.

Now is the time to set your business apart by wisely investing in areas that foster customer loyalty.


October 13, 2008

Customer Service at its Finest

Poor service opens the door for great service when things are made right.

Last night, my husband and I had dinner with a few friends at one of our favorite restaurants. The evening started out nice as usual, until our food started coming out, or didn’t. We all patiently waited, as our food started to cool, on the last plate to arrive. Ten minutes later, we flagged down a different server who found the cooled, missing plate and brought it to the table. With no apology, our server later brought us our checks and a to-go box for the late arriving meal. Needless to say, we were not pleased.

Before leaving, my husband brought the situation to the attention of the manager, allowing him the opportunity to make things right. He did just that. While my husband clarified he did not want anything in return for the poor experience, just to bring the situation to his attention for future correction, the manger still generously gave each of us at the table a combination of gift cards and coupons along with his sincere apology. It was clear that we were valued as customers.

Instead of leaving upset, with the resolve “never to return,” we all left smiling, pleased with how management handled the disappointing service. In fact, we may have been happier with how things were corrected than we may have been with no mistakes to begin with. We’ll certainly be back and will continue recommending the restaurant to others.

Good customer service is so important, especially in a proliferated industry where choices abound. One bad experience, if left uncorrected, can turn one disappointed customer into many, as word of the situation spreads and negatively influences others. Every customer counts, and in a lot of situations, if they are not for you, they’re against you.


August 27, 2008

Massey China Trip - The Rest of Day Three

May 19, 2008 - Written by Ryan Arthur

Ring Ring…Ni Hao. Well if you didn't believe in language barriers, after today you would have seen or heard that they indeed do exist. Today was our real immersion into the Chinese culture sans tourist stops.

Our morning began with a presentation from Cory Grenier, Marketing Project Manager at Lenovo. Lenovo is attempting to become the first Chinese company to be successful in the global market. And from touring their facility it is clear to see they have the capabilities of achieving this goal. With an extremely impressive automated warehouse, computerized inventory monitors, and computer aided manufacturing lines, Lenovo has an excellent infrastructure established that is similar to its non-Chinese competitors. What sets Lenovo apart from its Western competitors is their management style. In Western Management, the employee review process is kept private. Employees are reviewed by their supervisor behind closed doors so that employees are not embarrassed by poor performance. However, Lenovo implements a public review system. The Grape system, as referred to by our guides, allows for all employees to see how each employee is doing in relation to their fellow employees on a daily basis. This system coupled with Lenovo's new product line was an interesting view to the way businesses grow in China.

Continue reading "Massey China Trip - The Rest of Day Three" »


June 04, 2008

Will Fewer Days of Work, Work?

gas pump.jpgThe latest buzz in resource conservation involves the switch to a four-day work week. While schedule flexibility is not a new concept, it is gaining more attention as managers look for alternative rewards to give in place of bonuses. With gas prices around $4/gallon, a shorter work week could certainly be beneficial.

But will it work? Concerns about employee productivity at the end of a 10-hour day are worth weighing, as is the need to respond quickly to client requests and market demands. For example, it probably won’t work for an ad agency already pushing its employees to contribute long days to meet tight deadlines. On the other hand, an extra day away from the office could enhance the level of commitment and creativity expressed inside.

If successful operations won’t accommodate occasional telecommuting, flex hours or switching to a four-day work week, it is important to continue looking for other creative ways to offer positive reinforcement and ongoing appreciation. The perception of whether management “cares” or not can make a huge impact on employee morale.


March 15, 2008

Lose Your Ethics--Lose Your Business

[Contributed by Joe Scarlett, retired Chairman of the Board of Directors, Tractor Supply Company and founder, Scarlett Leadership Institute at Belmont University] The recent tainted meat scandal in California further demonstrates why uncompromising ethics in business is the only path to long term business success. One-hundred forty-three million pounds of meat were recalled all because of a lapse of ethics. Who wins in this mess? Absolutely no one. Was it avoidable? Certainly.

Ethics Graphic.jpg Since so many of the senior executives of Enron, WorldCom, Adelphia, Tyco, etc. were exposed and subsequently jailed, you would think that every businessperson in America would have learned the importance of maintaining a high level of integrity in business practices. It is a real shame that some still have not seen the light and grasped the obvious. High standards, honesty, and ethical leadership all pay off in the long run, and the opposite is simply a path to ultimate failure. Wake up business leaders!

In February Westland/Hallmark Meat of Chino California issued a recall for 143 million pounds of beef – six times larger than any previous recall. The company slaughtered cattle that could not walk and failed to notify an inspector, which is a clear violation. Cattle that cannot walk have a higher risk of mad cow disease and bacterial contamination. What were they thinking? Where is the leadership?

Federal inspectors did not identify the problem nor did the company report the problem from its own control processes. A video provided by the Humane Society showed employees attempting to get sick cattle to stand up using forklifts, electric cattle prods and high pressure water hoses. And now speculation suggests that the plant will close. Owners will lose their investment, executives will lose their salaries and perks and the workers will all be unemployed. The only good news in the story, if there is any good news, is that there have been no reports of illness or meat contamination.

Employees clearly violated the rules, so you have to ask a few questions. Were the rules posted, communicated and discussed? Was there a clear path to discuss and report dilemmas and violations? Did the employees believe that the company strived to operate with a high degree of integrity in all aspects of its operations? The obvious conclusion is that the answers to some or all of these questions is no.

The ethical and moral direction in any organization must be set by the CEO and the senior executive leadership. When that direction is set according to high standards and then communicated effectively and repetitively, the organization invariably lives by those standards. We follow our leaders; when they set the right direction, we follow; when they set the wrong direction, or more commonly no direction, we wander into “no man's land.”

Leadership in business is everything. We follow with pride and confidence when our leaders set a clear path that embraces high ethical standards. Workers at every level deserve the right to work for leaders who demonstrate business and personal integrity. -Joe Scarlett, March 2008


March 09, 2008

Knowing vs. Doing


ideate from ax09001h on Vimeo.In the above recent TV ad, IBM pokes fun at those businesses (and consultants) who seem to over-value planning while under-valuing the implementation side of management--sort of a "knowing instead of doing" problem. In IBM's ad, a manager opens up a quiet room and flips the light on, only to find a large group of employees all lying on the ground quietly on their kindergarten mats and staring up at the ceiling. When he questions what they are doing, one employees responds "Ideating." Others separately join in to flesh out the answer by tossing out words such as, "Structure," "Process," and "We need to innovate." When they're finished, the manager asks how they intend to do all of those things. Their answer? "We haven't ideated that yet." The manager wishes them good luck, turns out the light and closes the door.

Knowing-Doing Gap Pfeffer and Sutton.jpgIt's all in good fun, of course, but what makes it funny is that we've all found ourselves scratching our heads at times and wondering the same thing. How come we seem to spend so much more time talking about doing than actually getting something done? At work, at church, at home, even personally. If you're interested in how to change this paradigm and didn't get around to this resource when it first came out, I urge you to take a look at Pfeffer & Sutton's The Knowing-Doing Gap: How Smart Companies Turn Knowledge Into Action (Harvard Business School Press, 2000). The book's certainly a great resource to read but also then to keep in a visible place in your office or at home where you won't be sucked back into the land of ideation. For a nice summary of Pfeffer and Sutton's work, visit this link at FastCompany There's also a nice summary of the book available in FastCompany.com.


February 18, 2008

Rationale and Relevance of Social Entrepreneurship

Bill Drayton.jpgNext fall, Belmont University will begin offering a major in Social Entrepreneurship. The fundamental idea is to provide a practical academic curriculum to serve the fastest-growing segment of society—the millions of individuals that are creating a society of citizen change agents. It makes sense. This is where much of the new job growth is, not to mention that some of the jobs are the most challenging, ethically based and well-paid. Bill Drayton is a pioneer in social entrepreneurship who, in 1978, founded Ashoka: Innovators for the Public. Drayton states that the citizen sector is growing explosively. “It is generating jobs two and a half to three times as fast as business. There are now millions of modern, competing citizen groups, including big, sophisticated second-generation organizations, in each of the four main areas where the field has emerged most vigorously: Brazil-focused South America, Mexico/U.S./Canada, Europe, and South and Southeast Asia.” (For more information, go to http://www.policyinnovations.org/innovators/people/data/bill_drayton

How to Change the World.jpgIt is encouraging that the scholarly literature necessary to support an academic discipline like social entrepreneurship is growing. Morris Bornstein’s book How to Change the World provides a kind of In Search for Excellence for social entrepreneurs. If you are at all interested or intrigued by social entrepreneurship, I encourage you to read Chapter Eighteen entitled “Six Qualities of Successful Social Entrepreneurs.” Indeed, Bornstein’s conclusion that successful entrepreneurs are the ones determined to achieve a long term goal that is deeply meaningful to them, is a worthy foundational principle for our new program at Belmont University.


December 14, 2007

Strictly Business Officially Open for Business...

Up and Running Logo.jpg Yesterday (Thursday), our Belmont College of Business Administration Blog went "live." The day came and went without a a lot of fanfare. However, we would like to note that the Dow Jones Industrial Average, which had dropped by 100 points earlier in the day, rebounded to close at 41 points higher as Strictly Business site visits peaked later in the day. Coincidence you say? Most certainly. But we are excited about this new blog tool and the potential it holds for enhancing the learning experience here in the College as more and more of our faculty and alumni business leaders join the list of active content contributors.

Be looking for additional posts in the coming weeks and months on everything from entrepreneurship to healthcare management as our 20-plus faculty authors begin to add their thoughts and postings on a variety of current business topics.


December 01, 2007

Retirement Homes--A Better Way To Do Business

Life Care Centers Logo.jpgYesterday, a few of us from Belmont were treated to a first-rate tour of the national headquarters and on-site assisted-living community for a company that is continuously improving the post-retirement living experience for numerous U.S. seniors and their families.

Life Care Centers of Americahttp://www.lcca.com/index.cfm, was started in 1970 as a single-unit retirement home in Cleveland, Tennessee by Forrest L. Preston in his hometown of Cleveland, Tennessee. Since then, that initial concept has been continually refined and improved as the company has grown to more than 260 skilled nursing, assisting living, retirement, home care and Alzheimer's centers in 28 states. Their corporate culture is grounded in the Judeo-Christian ethic of treating people (which includes their residents, families, employee associates, and any stakeholders) with respect and dignity. As many of us already believe, that's a winning recipe for both the short- and long-term horizon.

The company's mission and values have been highly-defined from the outset, and everyone from the Owner and CEO all the way to the front-line "associates" (leadership views everyone in the company through that lens as an associate instead of the more traditional title of employee) know why they exist in that organization and how they add value through their service to all customers and company peers.

If you're in the market for an assisted-living community, I'd check them out. But if you're a business leader looking for a winning recipe for your organization, you also ought to take a look more closely at how this company operates. I'm convinced their recipe for success translates very well to any industry.


November 28, 2007

Email as "Friendly Fire"

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Over the last few years, most of us have grown increasingly vigilant in guarding our email accounts against outside intruders--everything from Nigerian princes attempting to quietly move millions of dollars to the U.S. to insider stock tips to...well, you've seen them all. Many of our employers have since invested a lot of money to help protect our email accounts from such intrusions and slow the well-documented drain on personnel productivity.

And yet, the classic philosopher "Pogo," who has been credited with "We have met the enemy, and he is us," had it right way back in 1970. In an article in yesterday's Wall Street Journal, Rebecca Buckman (http://online.wsj.com/public/article/SB119612732031704719.html) reports that our own colleagues may well be our worst spam enemies. She reports that last year the average corporate employee received 126 messages per day--a 55% increase in only three years. What I found most intriguing was the prediction that by 2009, the average worker expects to spend over 40% of his/her time just managing their email acccounts.

Continue reading "Email as "Friendly Fire"" »


November 27, 2007

Pay for Play

Scarlett Leadership Institute Logo.gif The following post is from our good friend Joe Scarlett, the non-executive chairman of the board of Tractor Supply Co., the largest retail farm and ranch store chain in the United States. Joe served as the company's CEO until 2004, and more recently launched the Scarlett Leadership Institute here at Belmont. As you can imagine, he knows quite a bit about holding CEOs, and the boards who pay them, accountable for performance.

Joe begins, "We've all read the news articles about greedy CEOs earning huge incomes while other constituents suffer, about signing bonuses without performance clauses or about golden parachutes for the incompetent. We read about outsized egos, free private aircraft travel, club memberships, greed and more greed. It's enough to make one sick. I was the chairman and CEO of a public company for a dozen years and have a simple approach when it comes to executive compensation: Pay me for results. If I produce good results for my stockholders, pay me well. If company performance is fantastic, pay me still more. But if performance is poor, I should suffer just like my employees and stockholders (full article can be read in Business TN Magazine at http://www.businesstn.com/pub/4_8/features/8251-1.html).