Adapting to The Norm – What Does It Mean to Your Business Sytle?

Traveling through parts of Europe lately I noticed the slow pace with which everything was done.  There was no one hurrying to help you in grocery stores. In fact, the cashiers sat behind the registers with barely a smile and you bagged your own groceries!  Eating out was slow and deliberate.  You could count on a good hour or more before you were even mid way through a meal.  Drinks arrived slowly, food arrived slowly and so did the bill.

Many businesses closed for a few hours around the lunch hour.  Some shops even had little hand written signs saying they would be back shortly.   Is this good customer service?  How do these businesses stay in business?   Yet, it is the norm for these companies and they don’t seem to eager to change.

We all have to find our norm.  The way we transact business whether we are the owner of the company or an employee that is taking pride in their area of responsibility.  Taking on someone’s norm is not necessarily good for your business.  Be aware of what others are doing and the reactions of their client base.  Are their profits soaring while yours are falling?  What could you adapt from these other businesses while still staying true to your core values?  Things you may consider are:

  1. How quickly do you return phone calls?  Do you see the red light flash and do nothing?
  2. Do you really listen to what people have to say or are you too quick to push your own agenda?
  3. Have you adapted your hours of operation to fit the needs of your customers?
  4. Have you trained your staff appropriately and given them the tools to be successful?  Their success is ultimately your success.
  5. No you go the “extra mile” or do you stop short if you feel there is nothing in it for you.  Remember you customers are looking for the WIIFM as well!  (What’s in it for me)
  6. Do you do all that you promise you will do in the time you promise?  Where can you adapt to be more realistic and not over promise and under deliver?

There is always someone around the corner doing things which may seem better, faster, cheaper, easier.  Your job is to be innovative in your thinking and open minded to the fact that you just might have to change.

Steps to an effective lease renewal

An effective lease renewal negotiation takes planning, patience, skill and internal support.  The lease  renewal process is often more complex than a new lease as business considerations and stakeholder interests can overwhelm the customary real estate transaction process.  It is important to coach and communicate to the internal groups so they support the negotiator. After negotiating several hundred lease renewals, it has become clear why many firms set up a firewall between the negotiating team and the stakeholders by using both the broker and a key executive to manage the process.

The following steps do not fully the describe the complexity of a renewal, but over the next few weeks I will describe each step in detail with some real world examples so you can improve your negotiation tactics.  Step 1 seems obvious but if you have a large portfolio, it requires rigor and a process to manage multiple renewals.

1. Start Early.  Time can be a friend or foe in negotiating a lease renewal.  Critical date reviews will ensure no surprises and provide enough time to develop an effective strategy to both determine your location strategy and maximize your leverage.  Regular meetings to review critical dates are essential as business needs do change.  Remember to review any option to extend dates as options protect your tenant interest.

You should develop a renewal strategy at least one year prior to the termination date. Earlier if you do not have an option to renew or if:

  • the leased space is large (more than 15,000 square feet),
  • the location is considered critical to your business (top retail outlet, headquarters, or an ideal location),
  • a relocation would incur unreasonable expense or a loss of business,
  • your market comparisons indicate you are paying above market rental rates,

Location objectives should be crystal clear and aligned with business needs:

  • An early agreement to renew to capture better terms due to changing market changes,
  • Early renewal based on competition,
  • Need to relocate to a better location,
  • Need to expand,
  • Need to close the location,
  • Need to upgrade or transform the image,

Meet with the business unit lead and appropriate executives to ensure you understand their business needs before engaging a broker or meeting the landlord.  I have learned that today’s long and complex leases can take 3 or 4 months to draft so it important to start early.  It also provides you enough time to search for alternative sites and have the time to plan a relocation.  Another big time factor is building permits.  It is not unusual for cities to have a very small planning staff or to outsource permits.  Many cities can take 10 to 12 weeks which is about how long a standard tenant build-out will take to complete.

Make a milestone schedule to share with the key stakeholders so they understand and support the renewal process.  Include these key events:

2.   Review your current Lease Agreement for issues or vague provisions that need clarification or modification
3.   Select a qualified Real Estate Broker to commence search for options and comps
4.   Tour your existing space with key occupants and broker for feedback, history and occupancy issues
5.   Assess the Landlord’s negotiating position and your key competitor’s situation
6.   Re-evaluate the scope and cost of required tenant improvements and total cost for relocation (IT, moving, etc.)
7.   Have broker prepare market survey data and tour potential properties
8.   Have broker prepare “request for proposal” to lease the optimal 3-5 properties including your current site
9.   Compare responses with internal stakeholders and executives
10. Review comp analysis from broker and finance with stakeholders to make location preference decision
11. Negotiate a “Letter of Intent” (LOI)
12. Forward mutually approved LOI to your attorney and ask Landlord to prepare draft lease for review
13. Meet to resolve any outstanding business and legal issues
14. Execute the new Lease Agreement

A clear and open lease transaction process can assist you in completing a renewal.  It is support from the executive team, however, which is most essential to an effective lease renewal process. My most difficult negotiations have been internal!

Facilities Management Issue #2: Managing HVAC Expenses

Key Pointe discusses key facilities management issues that can be managed to control costs and manage facility risk.

Facilities management issue:  Managing HVAC (heating, ventilation and air conditioning) expense

To answer the common question of when to replace an aging air conditioning unit you must consider several variables:

  1. The age and condition of the equipment and the type of system;
  2. Are you or the landlord responsible for the utilities and HVAC maintenance costs?
  3. Are you or the landlord responsible for capital repairs or is it shared?  Check your lease!
  4. A planned replacement will be 30-40% less expensive than an emergency change out.
  5. A major replacement is generally considered a capital expense so the cost can be amortized over the new equipment’s useful life which can be 12 years.  Check your accounting policy.
  6. Calculate the savings of the new unit in terms of energy savings.  New equipment is much more energy efficient so the payback analysis could show a surprising short payback period!
  7. Work might have to be scheduled on a weekend to reduce disruption to your business, but it can be managed while an emergency repair can be very disruptive to staff and to your customers.
  8. A planned replacement means competitive bidding on materials and labors and can be part of a predictable capital plan.

Many landlords and property management companies wait for a catastrophic failure (chiller, fan or compressor failure) which will mean serious disruption to your business.  It is inevitable that the critical part is not available locally so restoration can reach two or three days.   While you never prevent all HVAC problems, you can manage them appropriately and reduce the number of serious problems with a sound maintenance program focused on major equipment.  You need reliable, professional vendors and even a energy management partner if you have a large portfolio.

New energy management technologies can monitor equipment via a smart phone and even do basic diagnostics.  More importantly, such EMS systems can operate HVAC units more efficiently by shutting down early, employing outside air when the temperature decreases (economizers), tracking energy use and documenting maintenance logs.  So when a unit is reaching the limits of its useful life according to your schedule you can determine rationally if a replacement is justified.

It is important to measure the age and condition of all HVAC units in your property portfolio.  It is absolutely necessary to evaluate the HVAC units prior to signing a lease.  Developing a preventive maintenance program linked to your energy sustainability program can help you evaluate when equipment replacement makes economic sense.

The first step is to assess the condition of your equipment and measure how much your company spends yearly on HVAC repairs and services by location.  Do not be surprised if the total amount is the largest line item within your occupancy operating expense budget.  That information will assist you develop the rationale in next year’s capital plan to begin a comprehensive program of HVAC management.  Start with the assessment and then start looking at energy management options.

Find a company focused on helping you start and maintain a energy savings program.  We can recommend local and national firms…

The Mastermind Group: A Powerful Means to Help You Start a New Business

“Anybody can wish for riches, and most people do, but only a few know that a definite plan, plus a burning desire for wealth, are the only dependable means of accumulating wealth.”

From: Think and Grow Rich

 

Napoleon Hill’s book provides the quintessential book on motivation and the individual pursuit of wealth.  One of the most applied recommendations made in this book is the use of the Mastermind Group.  Hill defines it as:

 

“Coordination of knowledge and effort, in a spirit of harmony, between two or more people, for the attainment of a definite purpose.”

 

Starting a new business venture is difficult.  Finding a group for advice, counsel and aid is one of the great tools for helping an individual form a company and obtain the support of like-minded people.  Not only can it provide economic and emotional support, it can be a forum for brainstorming and improving ideas, strategies and business tactics.  A chance to learn what others may have gone through.

 

It is critical to find people who you trust and who will provide harmony and positive energy to the Mastermind.  It is also helpful to find people that fill the gaps in your skills and experience.

 

A Mastermind meeting once or even twice a week during the formation of a new business can be a catalyst for success as it holds its members accountable for their actions and creates excitement.  Henry Ford was famous for developing a Mastermind team of experts.  His 50 members  helped him develop and sustain the Ford Motor Company.  Mastermind’s are not only used in start-up, but will evolve with you as your company grows.

 

It is clear that a group can generate both energy and motivation to help you start a company from a single idea.  It is a concept known and applied for 80 years.

 

A Mastermind is an invaluable tool for any person that wants to improve their professional careers.   If you are not sure of how to start a Mastermind, there are articles and books to help you.  If you are not sure where to find people that would join a Mastermind, just identify individuals that you trust and respect.  One last thing, confidentiality is key.  Masterminds discuss information that needs to remain in the “inner circle”.

Macro-Economic Events Are Inevitable So Use Them as a Motivation!

People live through many transformational global events, but we usually do not recognize them until they impact us personally or until the pundits and experts commence films and books to chronicle them with such intensity that we can no longer ignore them. Within the past forty years working in the corporate world, there have been five macro events that seriously impacted my career and each of the seven companies in which I worked:

  1. Oil and airline finances: The destruction of the founding airline brands of Pan Am and TWA was influenced by the oil cartel, the subsequent rise in USA oil dependency and the inability of our airlines to effectively hedge fuel costs during times of rising labor expenses and fleet obsolescence. I worked for TWA as my first corporate job.
  2. Heath care transformation: How “managed care” challenged the sole practitioner model during the 1980′s and 1990′s also upended the control of medicine by hospitals and physician organizations. I worked for Maxicare and Prudential Health Care in these two decades.
  3. The dot.com or Internet bubble burst in 2001 but the e-commerce technologies continue to shift business models as both Apple and Amazon demonstrate. I worked for Interior Architects who focused on high tech firms during the start of the 21st century.
  4. Housing: The collapse of the housing market and the sub-prime mortgage meltdown that started in 2007 and the subsequent deleveraging that continues today. I worked for Countrywide Financial from 2004 to 2008.
  5. Banking: TARP, the loss of confidence in Banks, Wall Street and the subsequent anger against the 1% most wealthy (the Occupy Wall Street movement).  I worked for a regional bank.

Working for seven different companies during these transformational events, I blindly transferred into industries unaware of these macro-economic events and their repercussions to my own career. Some were positive impacts providing an impetus for personal growth and opportunity as I developed two businesses. Some events were negative resulting in mergers and eventual company dissolution.  Only years later can I truly appreciate the nature of these events on my career as they eventually were the catalyst to reassess my devotion to corporations and the restart the Key Pointe Consulting practice.

This article focuses on Housing as it is a macro-economic event that will likely last a decade and influenced every American at some level. I entered the mortgage lending business in 2004 when Countrywide was expanding and leading a refinance boom. My new role was to improve its real estate practices in its central facilities and soon was engaged in managing its dynamic growth. Its motto was to expand home ownership which seemed a noble pursuit. I had no idea that Countrywide would be a central player in the collapse of the housing market due to its drive to dominate the industry; or that my decision to shift into banking would push my career into a new direction.  Macro events would influence my job choices and was the motivator for me becoming an entrepreneur.

While working in the mortgage and banking industry from 2004 to 2012 was a double dose of harsh reality as both housing and the financial firm’s values were eroding. The unrelenting decline in housing valuation hammered Countrywide’s profit margins in very unpredictable and unpleasant ways. As Countrywide Bank, the division I worked for was coupled to the decline of its parent mortgage firm, it was the vast housing devaluation its dependency on the securitization of subprime debt that was the root cause of its massive mortgage write-downs and the stock disintegration.

The decline of the housing market simply meant that a large proportion of sub-prime borrowers could not manage their new payments when the mortgage reset from its “teaser” rate. The celebration and positive message of Countrywide’s mission to expand home ownership became a perverse and tragic objective to those people who expected the value of their homes to continue to rise.

Few could predict that the housing collapse would last so many years or that the nation’s largest lender, Countrywide, would become the pariah of mortgage lending. In 2008 as Countrywide was announcing its acquisition by Bank of America, I found a better opportunity at a small regional bank and moved on. I had no idea that all banks were going to be challenged as the emerging recession would degrade all bank loan portfolios.

As the bank’s California loan portfolio soured and foreclosures and write downs accelerated, the financial soundness my new employer was in jeopardy. The anger about bank bail-outs and Wall Street excesses was less important to shareholders and employees who saw their dividends and bank stock value obliterated as the stock fell to under $1/share. Having borrowed TARP monies, the bank had limited its options for a turnaround. A white knight acquisition of the bank saved it, but like most mergers it placed most of the key managers in the cross-hairs for replacement.  In less than two years the bank is being acquired by a larger bank.

While my sampling of working for failed corporations is rather small, the statistics on mergers, acquisitions, corporate dispositions and bankruptcies indicate that my experience is common. Corporate employment stability is an illusion. The independent contractor approach for employment is a requirement during a corporate career.

In any case my baby boomer mentality based on watching my parents work loyally for one firm is an anachronism. The need to find a set of transferable job skills and a business network of friends and colleagues is even more critical to a successful career in today’s business world. The best option may be to discover a business idea and start a new business.  While it may be risky, at least you maintain more control on the values and services you offer.

People who do find wealth, support and recognition within the corporate world seem relatively small and a select group as most of them have not earned their gold ring through just hard work but often because of special relationships. To enter that special executive group at the top of any organization which I call the C-suite demands a good understanding of human nature and political savvy. In many organizations I found that relationships between the Board and key executives were often linked to family relationships. The emphasis on independent boards has reduced that incestuous situation but not entirely. Like Darwin’s precept on survival of the fittest, the C-suite often becomes a very insecure and mercurial place with alliances, infighting and negotiations especially when things are not working. Hubris at the executive level is something to carefully avoid as it can destroy a career quickly and without warning.

Having a current resume, a professional set of skills and a strong network of friends and associates is the one strategy for protection from a corporate lay-off. The optimal strategy, however, is to develop your own business and use your ambition and drive to make it a success.

Irreverent Yet Insightful Business Principles

Key Pointe publishes articles and writes a blog to inform and share best and sometimes worst practices.  Today we are asking for your feedback on what business axioms or principles you have discovered which help you work better, faster or to understand business in a way that is unique, funny or provides that rare but special “ah ha” moment.

An example would be the ironies of the “Peter Principle” that states: “People rise to their level of incompetence.”  There are many corollaries to this intriguing concept.  My favorite is that major business decisions also rise to their level of incompetence.  That is, the more critical a business decision, the more probable is that it will be taken away from the manager with expertise and be decided upon either in a steering committee (to avoid any accountability) or in the C-Suite where really awful decisions are sometimes rendered out of ignorance.  While this principle is meant to foster discussion about the follies of some bureaucracies, all of us can relate to the IT conversion or major business blunder caused by executives who thought they knew…remember the new coke or the Edsel?

I can remember talking to a high level bureaucrat who announced that the Board had decided to immediately close a major call center.  I paused, and said that adjusting work distribution would be critical as it had nearly 400 staff at work.  He responded that I was incorrect and that no one was working there.  I replied that I had just returned from a visit there last week, and that we had over 400 staff conducting business there today.  A bureaucrat located remotely and especially at headquarters can be very dangerous to good decision-making!

My personal favorite business axiom is Parkinson’s Law, written by C. Northcote Parkinson in 1954:  “Work expands to the time available.”  Parkinson’s Law is the only management principle I can remember with clarity from my four collegiate years of study in administration, and it is one of the most irreverent but also insightful approaches to the discussion of how workload  is not proportional to staffing within bureaucratic organizations.  It reminds us that in the corporate world, one must understand human behavior, embrace humor and recognize a tendency by people to make foolish decisions especially when the standard decision-making policy is thwarted by executive management.

As a student or project manager, it is critical to determine how much time a task will take or it will naturally expand to 2 or 3 times the actual amount of time needed.  As students we quickly learned this fact after laboring several days on a paper while as seniors, we would start the project two hours before the deadline and do surprisingly well.  While this principle is well known, fewer and fewer people apply it today.  Most business schools and certainly nearly all governments have forgotten its importance.  One only has to look at the state of governments across the globe to recognize that the tendency to grow bureaucracies is fundamental and that such organizations have absolutely no knowledge of how to manage time and work.  I know the first example to come to mind is the DMV.

Another more serious example of Parkinson’s Law’s insidious nature is the bureaucrat’s tendency to seek complexity rather than simplicity.  Take the process of how America’s laws are codified and regulated.  Whether it is the new health care law or Dodd-Frank, the means to develop a law has become as large a bureaucracy as  those helping us unravel the mystery of our tax code in America.  It does explain why there are so many lawyers and how society continues to creates work for them.

To reduce any government agency will supposedly cause a calamity of epic proportions.  The austerity plans in Europe and at our own local governments is yet to be embraced by our national government who always finds a reason to ignore its committee recommendations and defer decisions by kicking the most difficult issues down the road.  This is not how the most admired corporations work and perhaps why there sometimes seems to be a real friction between business and government.  Civil servants are not supposed to be productive but to spend all the money in their budgets or face a draconian cut in next year’s funding and resources.  The incredible growth in the federal government and its spending demonstrates Parkinson’s thesis that bureaucracies and agencies will proliferate even if they no longer have a reason to exist.

Let me know if you have identified other management “principles” or have examples of Peter and Parkinson Law to share.  We would like to add your examples to our collection!

Issue #1 Is My Lease Competitive to the Market?

 

 

Many of us know that both residential and commercial real estate values have plummeted over the last few years.  But retail lease rates in the prime shopping centers in Southern California have not.  If you are able to lease general office space you should be aware that  weak space absorption in many local markets still show close to 20% vacancy and the conditions provides tenants enormous leverage. Two small 5,000 square foot leases completed in the past 6 months showed rental reductions of over 20% plus other concessions in tenant allowance.

If you are located in second tier “retail” space off the main and preferred thoroughfares, rents have indeed decreased over the past few years. In any case you should always review the lease with a real estate professional about 1 year before your renewal date to consider how to improve your lease terms.

There is much more to negotiate than the rental rate. Options to expand or extend are key provisions to improve and so is the annual escalation rate that should be capped.. It also may be time to consider if the HVAC system needs a capital repair or request a better monument sign or it may be time to re-carpet or re-paint the premises. Address some of the lingering issues of common area maintenance, such as landscaping or the deteriorating of the parking lot and whether the management fee is still reasonable.

Business owners want a lease that is reasonable and competitive since occupancy expenses generally are their largest expenditure after wages and salaries. If you have been in the facility for five or more years it is certainly time to consider more energy efficient lighting as energy prices will continue to escalate 5% or more annually and the payback on changing light fixtures can be surprisingly short: The older and the larger the facility, the faster the payback period. It is also a “green” and sustainable energy practice you can promote to the community and customers.

It is both costly and disruptive to relocate. It also can impact your customer base, but if you have considered a better location, it is best to start looking early and finding a local real estate broker to assist you. The key is finding someone knowledgeable in the local area real estate and that you have confidence in.

Reality is that you probably have a history with the landlord and hopefully it has been positive one with a long history of stability and a good payment history.  Use your history as leverage and by all means check to see what the local market rental rate is by calling similar buildings or shopping centers in the area to obtain facts on what the market rents are. I believe in finding a commercial real estate professional to assist you especially if you have concerns with the lease or difficulties with the landlord. Check your lease and start negotiating early!

 

Are You a Morning Or Evening Person? Productivity Counts

It’s September 1st and I am sitting outside on a beautiful Thursday afternoon.   I find I don’t do this enough… just take my work outdoors and enjoy the day.  There is a slight breeze and the temperature is just right.   The day appears to be rather lazy, and yet I am powering through work that I have been trying to get to for weeks!  No distractions, no phones ringing (at least that I can hear) and no meetings to attend. A prefect day to concentrate on what needs to be done.

There is so much controversy on over where a person is most productive.  If they have 8-5 jobs that require them to be on location are they the most productive?  Are people with flexible work schedules more productive?  What about taking into consideration the person.  When is a person the most productive?  I know some people who are slow to start their day.  They are just not morning people so for them it is like walking in a trance until they get their coffee, had time to adjust to the day and feel that they are in full swing.  It make take them a few hours to find that they are firing on all cylinders.

If you want to know when someone is at their peak, ask them what time they would like to start a meeting.  An example would be when my Assistant says, I know you are not a morning person, but can we meet at 8:00 am?   I’d prefer 10:00 am.   Obviously, she knows that I am not at my peak early in the morning.  However, I am raring to go at later in the date and she is ready to call it quits.

The human brain can concentrate for only so long.  Some say no longer than 30 minutes before we begin to wander and have to force ourselves back on task.  We need to take breaks and when we don’t we will find that we lose concentration and have to refocus.  We are also not as productive.  Each of us can be classified into either a morning or a night person.  And we all know which type we are.

When it comes to work and work location, where are people most productive?  And why do people have to be on site if their job doesn’t require them to absolutely be there?  Companies can save money by allowing their employees to work from home and many companies have adopted this culture.  For those companies that still feel “butts in seats” so they can “see the work being done” should really take a closer look.  Just because you can physically see a person sitting at their desk, does not mean they are being productive.  Shouldn’t results speak volumes?  If the work isn’t getting done, then perhaps the wrong person is in the job!

Five Ways to Boost The Way Others View You

The way you perceive yourself is the way others will see you.  Think about that statement.   What is your perception of yourself?  Are you confident, are you in shape, and are you helpful, courteous and kind?  Are you self-assured in your knowledge, skills and abilities at work?   If you answered no to anyone of these questions, then you have some work to do.  If there is any aspect of your life – personal or professional that you do not feel good about, then you are projecting that image to others.

Your self-image is vital to the way people view you.  You can give your self-esteem a boost by changing your thinking.  Our minds are powerful and our thoughts have a direct correlation to how we behave.

Labels and titles play into our perceptions.  Perhaps you have heard of some of the altered titles given to the following professions.  The jobs haven’t changed, but the attitude of the people doing them has.

Transparency Enhancement Facilitator – Window Cleaner
Field Nourishment Consultant – Waitress

Garbage Man – Sanitary Engineer

Housewife -Domestic Engineer
Highway Environmental Hygienist -Road Sweeper
Sanitation Consultant – Toilet Cleaner

 I offer these five things for helping you to perceive yourself in a better light.

  1.  Identify the area(s) that you find upsetting.  This will take self reflection and may make you uncomfortable.  You may be avoiding thinking or talking about this area of your life.
  2. Identify  the thoughts you have when thinking about this area.  How many times do you think “what if”, “I can’t”, “It won’t happen” or other negative thoughts?  Notice any feelings or sensations you have while having the thoughts.
  3. Notice any reactions you may have as a result of these thoughts.  Are you over eating, under eating, drinking too much, not sleeping, avoiding people. have a short fuse and become angry, etc.?
  4. Challenge your thoughts.   If you have the “what if’s” play them out in your mind.   Negative thinking causes helplessness.   Recall also how many times you had “what if” scenarios in the past and how what you feared never happened.
  5. Change your thinking – change your life.  Be kind to yourself and change negative words into positive ones.  Avoid the words “should and must”.  Treat yourself with kindness and be forgiving.  Be your own cheerleader.  If you don’t love yourself and believe in yourself, why should anyone else?

Intentions to Commitment – What Does It Take?

Want to get something done?  You have all the right intentions, but something is lacking.  What is lacking is the commitment .  Commitment to make it happen.  You have heard the saying “… the best intentions…”.  Well, those intentions mean nothing unless you commit to taking steps or action.

Since you had the  thought in the first place, there is something within you that knows the change or action is needed.  Why do we fight ourselves over these action steps.  More than likely because it means change and accountability for our actions.  We don’t want to fail.  But, unless we put ourselves out there how will we know if we will fail or succeed?  We don’t!

Some of the best failures have resulted in wonderful new discoveries.   No one can say with accuracy how many attempts it took Edison to invent the light bulb but I can tell you it was more than two, more than ten attempts.  He never saw himself as a failure and neither should you.  We learn from our mistakes and grow from our failures.

“The difference between try and triumph is a little umph.”

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I would like to direct you to “The Work” by Bryon Katie.  http://www.thework.com/index.php   There are four simple questions you can ask yourself.  Answering these four questions truthfully will allow you to move forward and experience less frustrations and fear as well as the joy of unlocking your potential.