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By FBNews.net
RE: "It´s exciting. It´s demanding. He teaches in the way that he asks key questions or says key words. We´ll debrief after something happens and he´ll say, `I would have done this.´ You start trying to think like him. I wonder, `What would Nicolas do in this situation?´ It´s hard. He thinks a lot. He´s always focused on the business. You have to be on your toes. He´s very resourceful."
"On a broader level, since we open a new office with people who are successful within our system, the culture isn´t diluted by growth. Our people share the same understanding about respect, service and hospitality, plus they know the business end of our business. Our senior people model the right way to do things. New people can look to any more seasoned person to see how things should be done. For example, if a new person passes up an opportunity to greet a new customer, someone else will move in and do it. They´ll begin the relationship. They´ll get the business, and the new person learns. It´s powerful."
Respecting People By Expecting Their Best
DE: "As a strong leader, how does Nicolas get the best from his people?"
RE: "Nicolas expects rigorous thinking and preparation. He asks tough questions but he does it in a way that helps you think. If I can´t answer something I´m disappointed. I go out and find the answer."
NE: "I expect solutions not excuses. Excuses do not help us. If you have a problem, I expect that you will come up with a solution.
DE: "How does that work?"
NE: "I tell my people what needs to be done. They go and do it. Then, they come back with their results. I am never satisfied with the results that they bring back the first time, so we sit down and analyze the situation. Then, I set a new goal and send them out again, to see what they can do. Sometimes they´re successful. If I´m still not satisfied, I´ll go out and get it myself. I´ll show them, after they think they´ve already experienced everything, that there is always something more that you can obtain."
RE: "I´m 150% better as a leader than I was because he make me believe what he believes. I know why he thinks what he thinks. He´s a mentor. He´s a tough cookie."
NE: "You have to know your peoples´ habits and work patterns. You watch them working to make things happen and then you can help them with what they don´t know. It is safe to need help here. I believe that the agency managers need to feel a degree of security in being in charge of their own business. I try to give them as much latitude as possible to produce in the way they best can. I want them to feel that trust and confidence. I want them to feel as secure as possible without feeling entitled. What I demand is that everyone always works hard."
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