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Rolf Crocker is a National Vice President of Associa and CEO of M & C Communities in Stockton, CA, and contributing author on this website and the HOA Manager NewsLine.
We all have busy lives. With work, staff meetings, board meetings, house work, yard work, family and personal activities we often do not take the time to read for self-improvement. Rolf finds time to do it all and more, so we tip our hat to him for his contributions. We hope his time spent writing articles, reading and reviewing selected industry and self-improvement books can help you narrow down the material which would most help you become more successful in the management business.
Rolf has own take on "Effects" this month. So bask in the essence of Rolf's twisted mind as he describes an exit strategy from a ride on the mobius time loop of the mundane in his version of the Groundhog Day Effect. His article describes both the positive affect and effect we can have in our jobs, if we just take a moment to extend a hand. Good read. - The Editor.
The Book Report (Article) The Bus Speach
by Rolf Crocker–
May 2010
I trust you and yours are all doing well. It’s been pretty hectic (‘good’ hectic) in my new role, so my recreational reading has slowed down a bit. So, in lieu of a Book Report, I thought I would share the following with you. This is an ‘after-the-fact’ transcript of a speech I gave to my staff the first week of February.  The purpose will be self-evident as you read it. Everyone has different styles and tools that they use to communicate. Feel free to plagiarize at will. Also, if you have some additional ideas, please let me know. As I state below, I’ll give you credit the first time, after that, I own it. So, here it is – The Bus Speech:
“We’re coming up on 90 days since I’ve taken on this role and apparently Corporate has lost the receipt on me, so I will be with you for the long haul. I stated at the outset that I would make no sudden changes for the first 60 – 90 days. The good news is that I have no plans to make any ‘sudden’ changes now – everything seems to be coming together well. But it is time to formalize my views of the company, set expectations and cast vision about where we are going. You’ve probably noticed that we’ve been applying steady pressure across the board, setting expectations and setting the course. The best way for me to communicate all that entails is to use what is known as ‘The Company as a Bus’ analogy.
“This analogy has been in use for some years, most recently in Jim Collins’ book, “Good to Great.” This will not be exactly in that vein. In fact, there is sharp disagreement with parts of Collins’ take on it – for instance, that the destination isn’t important, but the people are. Few people randomly board a bus with no thought as to where they’ll end up – well, some of you might. Generally, the same holds true for people who join companies, certainly in the second or third round of one’s worklife. This isn’t a perfect analogy – no analogy is. But it presents a framework and captures an essence of truths and values in a manner that is easy to remember. John Maxwell states that people don’t remember principles, they remember stories. So, here we go!
“’The Company as a Bus’ analogy works like this: The Management Company is the Bus. The staff is its Riders. I have been designated and assigned as your Driver. The Owner/Operator of this Bus Line is Corporate. [Editor’s Note – if you own your own company, then you are the Owner/Operator/Driver. I know it sounds obvious, but I thought I would say it before you did!]. You don’t own the bus – I don’t own the bus. Corporate owns the bus, and we serve and ride on it at their pleasure. As the Bus Driver, I am charged with the safe and successful conduct of this bus and held accountable for such. That makes me responsible for you, our clients and the business operations.
“As opposed to Dr. Collins take, I believe every bus has a destination and a route to that destination. What is our destination? “To make a positive difference for our staff and clients, while running a profitable operation on behalf of our Owner/Operator.” Notice I said ‘positive’ difference. Each and every one of us makes a difference – that difference can be either positive or negative. It’s not a static thing – it’s either one or the other, but never neutral. What is our route? For us, it is four things: 1) Excellence. We need to do things well. Not in how we compare to others, but as Robert Greenleaf, developer of the Servant Leadership philosophy states, “What is reasonable and possible utilizing all available resources?” 2) Innovation. The seven dying words of any company are “We’ve never done it that way before!” We need to evaluate everything and ensure it is the most effective and efficient way while delivering the services our clients expect. Under that banner, no specific method is ‘sacred,’ but all can and should be evaluated and re-evaluated on a regular basis. 3) Passion. You have to love what you do and recognize the impact that it has on our clients and, quite frankly, each other. This is an honorable profession, staffed with honorable people making a positive difference with people not only where they live, but for most, where their single greatest investment lays – their home. 4) Values. How we do it is as important as what we do. Integrity, caring, thoughtfulness, thoroughness – these are just a few of the values we need to carry and embody. Doing the job isn’t enough – you need to do it within the framework of the route we have established. If you cannot do the job within that framework, you won’t stay on this bus. It’s not either/or but both and more.
“So – we’ve established the Roles, the Destination and the Route. Now it’s time for the Rules. There are ALWAYS Rules on a bus – it wouldn’t be a bus without them! Now, I’m not a big fan of ‘micro-rules’ (i.e., don’t do this, can’t do that). I am a purveyor of ‘macro-rules’ which, theoretically, should take care of the ‘micro’ stuff. If you have to go to the ‘micro’ level, you either have the wrong riders or the wrong driver (probably more the latter than the former). So, while Corporate is the Owner/Operator, I am the Designated Driver. Therefore, these are ‘my’ rules. When you get your Bus, you can establish your own rules. In the meantime… (*smile*). So, without further adieu, here are the rules for riding on ‘my’ bus:
1) The Golden Rule. Treat others how you want to be treated. In advance. With no thought of ‘quid pro quo.’ Because it’s the right thing to do. Because, if you do, it will come back to you – every time, guaranteed.
2) Do the Job. All of us on this bus were hired to do a ‘job’ of some sort. And what is the job – is it your ‘job description’? Not to ‘dis’ on job descriptions, but they fail to capture the heart of the job. John Carver, who developed the Policy Governance framework, has one of the best job descriptions I’ve ever heard. With minor qualifications, it’s practically perfect. It’s this: To the degree it’s within your power and sphere of influence, make sure everything comes out right. There is no job too menial, regardless of your stature. By this, I don’t mean carrying someone who is shirking or slacking. What I do mean is, whatever it takes to accomplish your task (within the framework of the Route), do it.
3) Have fun, but not at the expense of others. Enjoy, but be cognizant of those you work with. The ‘grapevine’ will always be – you’d be a fool to think you can control or eliminate it. But if you want the real story – ask the source. If I can tell you, I will. If for reasons of discretion or confidentiality I can’t, I won’t – it’s that simple. That being said, hurtful or ‘targeting’ gossip, stereotypes and discrimination of any kind are not allowed – ever.
Now the next few came from staff members that heard the ‘beta’ version of The Bus Speech. These rules are great and very much worth adding. Credit where credit is due, but afterward, I own it (*smile*). As follows:
4) Don’t be ‘Strangers on a Bus’ (from Traysee Fuqua). You have a tiff with a friend/co-worker that is unresolved. So you turn your backs on each other and act like ‘strangers on a bus’. Not a good idea for long-term, successful ridership. Resolve issues quickly and keep short accounts.
5) Stow your baggage (from Don Morrison). If you travel at all, you know this is a requirement. Loose baggage can hurt or even kill passengers if left unchecked. This is true of personal ‘baggage’ as well. We all have challenges, personal and professional, that can cause our baggage count to grow. Like #4 above, keep short accounts and don’t let your baggage own or rule you. It’s a lot to carry and, invariably, your co-workers end up carrying it with you. Travel light.
6) Don’t throw others under the Bus (from Don Morrison). Absolutely. I’ll even go you one further – if the opportunity presents itself, throw yourself under the bus first. It may cost you some time and some ego, but the Return on Investment is staggering.
7) There is only One Licensed Driver for the Bus (from Don Morrison). Pretty self-explanatory, I think. Not that the Driver won’t take input – he very much invites it. But, at the end of the day, the Owner/Operator only sends one behind up the proverbial flagpole when things go south. Therefore, the Bus stops with the Driver.”
“Now, here comes the wrap-up: I believe there is a Bus out there for everybody. This may not be the bus for you, and that’s ok – there’s no shame in that. The bus you ride should have a destination, route and rules that you can get behind. If you feel like this isn’t your bus, please let me know and I’ll do my best to arrange a Transfer Slip to a different line – I’ll make contacts, write a letter of reference, do what I can to assist you in a smooth and safe transition to the line that you feel will get you where you want to go. However – if you violate the rules, the route or are not contributing to the destination, you will have an opportunity to correct. If you don’t and the Emergency Stop cable gets pulled, I open the door, let you off in the middle of the street and you walk to the next line. Period – end of story. Fortunately, the times I’ve had to make those kind of stops are few and far between. That being said, I cannot and will not tolerate Violators to ride my line. It makes for a miserable ride for others on the bus and does the Violator no favors by enabling or de facto condoning their behavior. Again – if it’s not the line for you, let me know. There will be neither reprisals nor recrimination. Otherwise, hang on to your seat, because it’s gonna be an E-Ticket ride with opportunities of advancement and growth for all!”
Rolf Crocker
Rolf Crocker is a national Vice President with Associa and CEO of M&C Communities in Stockton, CA and he can be reached at
Adamen Inc © 2010 All rights reserved.
And I would like to say: Thank You.
I have had a unique opportunity over the last several months to travel around the country and teach board members and industry professionals on a variety of subjects. I have been amazed and heart-warmed at how many of you have come up to me and said, “Hey Rolf – I love the Book Report! I read it every month and have purchased many of the books you write about.” My number one goal in doing this is to expose industry professionals to books which contain ideas and concepts that will add value to their personal and professional lives. James Autry, in his book “The Servant Leader” has a list he calls “5 Ways of Being.” Number 5 on that list is something he picked up as a child from his grandmother who would say, “Jimmy, make yourself useful - do something!” This column is my attempt to do just that – to be useful. Thank you so much for the encouragement and positive feedback.
On Education and self improvement Rolf says:
"Continuing Education is the difference between survival and success. I am an avid (some would say rabid) reader. Periodically, The HOA Manager NewsLine and this web site will present reviews of books, that I double-your-money-back-guarantee will improve your mind, your soul and your bottom line…or at least 2 out of 3 (your choice)! But, like my television counterpart from ‘Reading Rainbow’ says – “Don’t take my word for it…!”
On where to get books? Rolf says:
"I have this for you – www.Audible.com . This is a wonderful way to get some of the best books on business and management (fiction and self-help too!). You can listen on your computer, load to an MP3 player or burn to disk. Make use of your travel time – invest in yourself." |
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