Posts Tagged ‘social capital’

Micro Promises

Most of us keep our big promises, but all too often, we make tons of tiny little “micro-promises” that we either never keep, or that we fulfill, but only with tremendous tardiness.

We say: “I will call you back in five minutes.” Then we call back the next day. We say: “Let’s have no-promise-is-idle-or-casuallunch soon,” but we never do. We say, “I’m happy to answer any questions that you have,” when we really don’t want to take the time to answer too many questions.

All of these tiny little promises are hard to keep track of. We make so many of them that we cannot possibly honor all of them. And we don’t take them seriously, do we?

We also break promises to ourselves. We say things like:

“I’m going to start going to bed earlier.”

“I’m going to wake up and go to the gym.”

“I’m going to call my mother.”

How many leaders, bosses, and educators make micro-promises that never come true? The answer is: too many! In fact, we take most people’s micro-promises with a grain of salt. When our long-lost friend that we run into at the store promises to call us the following week, we don’t really expect it to happen.

But all of these micro-promises, made to ourselves and to others, chip away at our social and human capital. What do other people think of us when we fail to keep our commitments? Remember that when you interact with other people, you are either building or destroying social capital. When these micro-promises are kept, the mortar that binds your relationships solidifies.

And when you keep the micro-promises that you make to yourself, you validate your own worthiness.

My friend and personal coach Michelle DeAngelis had a conversation about micro-promises, and here are my takeaways:

  1. Be mindful about seemingly idle micro-promises. No promise is idle or casual. Someone might be holding you to it, so make the promise only if you can do it. Kathy Kolbe, my friend and creator of the Kolbe System, advises that people should commit, but to very few things. If you are overrun with promises, you cannot fulfill them all. So when you make a promise, big or little, be sure it is one that you can fulfill.
  2. Once you commit, set up a mechanism so that you can schedule time to meet that commitment. Put it in your calendar or write it down, right then and there.
  3. Finally, make sure that you do not create a culture whereby micro-promises are broken by other people (which may normalize it and/or erode your own emotional wellbeing). When someone makes a micro-promise to you, find out whether they are truly committing. Say something like: “I would love for that to really happen. What should we each do to make it so?”  

The Godfather Calls Another Sit Down…

Must be the placeHe may call them “Sit Downs”, but Mark Wayman’s events always have his guests on their toes! Known as “The Godfather of Las Vegas,” Mark Wayman has been bringing executives, entrepreneurs, and innovators together for more than six years. Rose, Snyder & Jacobs is thrilled to be one of the Sit Down’s oldest sponsors, as we consider Mark to be one of the firm’s oldest friends.

Last month’s gathering was held in the Lenny Kravitz penthouse of the SLS Las Vegas. While this neon sign may have been a clever greeting when stepping off the elevator, it quickly became the sentiment of every guest at the gathering. Among the attendees were Virginia McDowell (CEO, Isle of Capri), Michael Silberling (CEO, Affinity Gaming), Jeff Solomon (COO, Affinity Gaming), Kelcey Allison (CEO, Aruze Gaming), Lori Ware (CFO, William Hill US), Chris Gibase (CMO/CIO, Boyd Gaming), Tom Dunlap (President, Baha Mar), Sam Basile (CEO, Zitro Gaming), Melissa Price (SVP, Caesars Entertainment), Ryan Hammer (GM, Caesars Entertainment), Josh Swissman (SVP, MGM Resorts) and many, many others.

This “C-studded” line up is not unusual for a Godfather Sit Down. Mark is a truly unique individual with a gift for connecting people. If you have not been to one of his exclusive events (yet), you can glean his words of wisdom on Twitter at @GodfatherWaym.

The Godfather’s events are not the only ones that RSJ sponsors. From mixers to round table discussions from Los Angeles to Las Vegas, we believe that when brilliance comes together, amazing things happen! Click here to sign up for our event alerts and be sure to join us at our next gathering.

Tapping Into Social Capital for a Great First Impression

Founding Partner Tony Rose has written and spoken about the important role Social Capital plays in the success of your business. So, it is not surprising that at RSJ we place a great deal of importance on your first point of contact with our firm.

Jessica Hull

Jessica Hull, Director of First Impressions

Meet Jessica Hull.

More than a receptionist, Jessica is the first voice you’ll hear when you call our office and the first smile that greets you upon entering our doors. We believe Jessica’s role is critical to our firm’s success as it’s often this first impression that is most memorable to our clients.

Several years ago Tony and Jessica discussed how she may better serve the company in this role, and together they came up with the title Director of First Impressions. They redefined the true meaning of a receptionist and acknowledged that it is a crucial position in our public relations and marketing.

The experience our guests have with our Director of First Impressions reflects upon the entire company. Two years ago, we took it a step further, adding Jessica to the home page of our website to ensure that those who find us online will also experience a warm welcome.

For nine years Jessica has taken her role very seriously, effortlessly putting clients at ease, making them feel comfortable and establishing trust.

We asked Jessica to share some tips for other organizations looking to make a great first impression:

  • ALWAYS have a smile on your face. Positivity comes through loud and clear to a caller. They can tell when a person is smiling over the phone.
  • Dress to impress.
  • Be organized and able to multitask.
  • Be dependable and listen. Be sure the caller or guest knows you understand their needs and that you will respond accordingly and courteously.
  • If at all possible, become involved with marketing. I attend several company events, and that has been beneficial for building relationships with new clients. When they call or come into the office they feel they already know me.
  • Remember how instrumental a first impression is to creating lasting relationships with clients.
  • The client is always right.
  • Let your true personality shine through. I have been told I say my name with a melodic tune “Jessicaaaaaa”. I receive a great deal of comments about it, which I love. The clients seem to be amused by it and I don’t even realize I am doing it.

By tapping into our Social Capital, we have created a warm, welcoming environment for our firm and empowered Jessica to use her talents to contribute to our company’s success. When asked what she loves most about her job, Jessica said, “The importance of my position. I love where I work so I enjoy making a good impression to represent the firm the best I can.”