Thermometer or Thermostat?

Are you a thermometer or a thermostat? Thermometers reflect the temperature. Thermostats set the temperature. It is so critical in this critical time of year to "feel your feelings" because, as the leader in your business, you are the thermostat, no matter what. The only question is: What's your setting?

Thermometers. I was reminded of this concept by a sermon two weeks ago. Our reverend Jim used this analogy (not his original idea, it's been around for a while), as to how we are to live our lives as Christians in the world. It holds so true to our business lives, I had to share it with you today. We all know "Thermometers" and have them on our staff. Do you have someone who gets bored quickly when things slow down? Who get frazzled when it gets hectic? Who adds to the argument that someone else starts? Who joins the crowd standing around talking?

They are Thermometers. They are people who merely reflect the "temperature" of the room. If it's hot they are hot. If it's cold they are cold. They tend toward "victim-speak", as in "There's nothing I could do" or "He made me feel bad." Unfortunately, you cannot change a Thermometer. They are who they are and, since long ago I've encouraged you to relinquish your job of Master of the Universe, it's not your job to fix them.

Dealing with Thermometers. The good news about Thermometers is that they are controllable. You know exactly how it's going to go: They will reflect the temperature of the room no matter what. So all you have to do is control the temperature.

Thermostats. Thermostats control the temperature of the room. If it's too hot, they cool it down. If it's too cool, they heat things up. You all know Thermostats. The positive ones are the people you like to be around. They keep the fun going. They lift everyone's spirits. They make hectic fun. They make work a game. When they are around all the Thermometers are having fun and working hard, too.

Broken Thermostats. There are negative Thermostats. They throw fuel on a fire. They bring everyone down when they are having a bad day. They can walk into a hectic situation and make it explode with negativity. When they are moping around, everyone is moping around. Remember: The Thermometers merely reflect the temperature set by the Thermostat and sometimes Thermostats get broken. If you've got a chronically broken Thermostat, replace it.

You are a Thermostat, whether you like it or not. You are the leader, so, no matter what, you are the largest Thermostat in the room. We all get tired, have frustrating days, problems to deal with, payroll to make, guests to please and we get worn out during this long season. Too bad. Buck up little camper because your attitude and your actions set the temperature for the rest of the room. You've got to find a way to set the temperature where it needs to be so all your little Thermometers can do their jobs.

There's nothing more frustrating than a whole team of Thermometers out of whack when you are busy with guests. When it happens, maybe this weekend, you better quickly check your Thermostat. If you find that your other Thermostats are on the wrong setting, pull them aside and encourage them to keep up appearances for the sake of their team of Thermometers who are watching closing to get a reading.

What's your setting? You're almost there. We're almost through the season. You can do it! I hope this "warms you up a bit", so you can set your temperature for the weekend and for you team.

Have a great October weekend,
Hugh

Each and every guest.

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Busy, busy, busy. Some people like Christmas, but I like Fall. "It's the most, wonderful time, of the year..." So many farms are buzzing with guests, hopping with action and hustling sales, it is a tiring, wonderful, chaotic, beautiful time of celebration. In the midst of your celebration, when your time, energy and nerves are running short, it is the critical time to remember each and every guest.

I hope you've been busy. I don't know about you, but in the Northeast the weather FINALLY broke and we had a beautiful weekend at Maple Lawn Farms and the Maize Quest Fun Park. It was packed and Farmer Hugh was very happy, pumped, excited, and very, very busy. Three register lines were full tilt for two hours on Sunday and we were having a lot of fun, with a lot of people.

One to Many. The relationship between you and your throngs of guests is one (of you) to many (of them). As we were processing guests into the Fun Park and repeating the same welcoming phrases, directing the newly banded guests on, and yelling "Next!", the joy and excitement was definitely "One to Many." We're pouring out high-energy greetings and moving the crowds. "One to Many" relationships are for your best employees who can feed off the energy and give back a great show for the guests. It's like a rock concert, you are the performers and the guests are the crowd.

One to One. More personal relationships happen on a one to one basis, when it's just you, or your employee, and your guest. It might be at Gemstone Mining, when the employees takes the time to show the guest how to mine, personally sets the seat on the pedal kart or buckles the seatbelt on the cow train. These personal interactions are the magic of the day. Oprah once said, "You might forget what people said, you might forget what people did, but you'll never forget the way they made you feel."

Marketing vs. Service. You can never stop marketing. Even during your busiest time - Market your business. Obsessing over how many people are coming, how many ads you are running and how many people are coming next Saturday during your public hours is a misappropriation of your time. Serving your customers while they are here trumps any other activity. You have to focus all your energy on your guests. Nothing else matters.

Guests are always One to One. You've been other places. You know it's true. Guests are always One to One. It doesn't matter to your guest that you are busy, that you have twenty other people in line, that you are tired, that three kids called in sick and you're short staffed. They don't care a bit because they will always view your relationship as One to One. You to him. You to her. You to me. While it's very nice that you are having so much fun with One to Many, you can ruin a family outing in less than a minute if you miss the One to One.

Each and every guest. As you are crushingly busy, and I truly hope you are these next few weeks, put some big energy in to your One to Many interactions. The crowds will love it. Just be sure that you, as the owner, get out from behind the counter, hop off the tractor to take special care of some One to Ones. Talk to a child. Carry a big pumpkin. Help a guest to her car. Let a birthday child have an extra ice cream. High-five a group on the way out of the maze.

Take care and be thankful for each and every guest. Make each and every one of them feel special, and you will surely have many.

Have a great week.
Hugh