Entrepreneurial climate Archives

CEOs and executive leaders of innovation-stage companies often ask themselves what is the best approach to employee appreciation, productivity and retention.

We’ve all heard the stories around the lengths some venture capital-backed companies go in their efforts to service the needs of their employees.  What started as the water cooler and drip coffee pot, fast-growth companies have super-sized, continuing to up the employee pampering ante–  installing company-paid cappuccino machines and Kurig coffee makers with what appears to be an endless supply and variety of coffees and teas.  Keeping well-stocked office kitchen pantries with either favored junk food, healthy snack choices, or both.  Catering lunch, breakfast, dinner, sometimes all three meals plus a midnight snack that rivals food options found on luxe cruise liners.  Car valet services, onsite dry-cleaning pick-up/drop off, massages, yoga, concierge services, onsite daycare/nanny service, bring-your-pet-to-work options.  And on and on and on, the calories and comfort food arms race continues its grim march toward caffeine OD and adult-onset diabetes.

However, there’s a moral and dilemma CEOs often face when trying to strike the right balance of perks and austerity.

The argument for pampering:  In the new knowledge-worker driven economy, there is often precious little machinery or automation.  So every time an employee walks out the door to Starbucks, Dunkin’ Donuts, the sandwich shop, or the drycleaner, the corporate engine slows down a notch.  Therefore, the logic emerges that if you can remove all interruptions for employees, you’ll get far more in productivity out of them than junk food and pampering you put in to them.

The argument against:   It’s expensive.  It creates a sense of entitlement in employees.  It creates a false sense of prosperity in a company that may be pre-revenue and in need of several more rounds of funding before it can stand on it’s own two financial legs.

Some might say that economic recessions pound the potential for excess back to square one.   OK, so perks have slowed down a bit after each economic set-back in the last decade, starting with the Internet bubble bursting and post-Y2K malaise, the aftermath of 9/11 on the U.S. economy and, most recently, the banking sector melt-down.  However, after each setback it seems a new “floor” gets set that’s just a bit tonier than the last one.

So how do CEOs handle this arms race in employee perks you ask?

Below are a few lessons learned and secrets shared by a number of CEOs who know a bit about the word “value” in serving up employee perks-

Perks Case Study A: Intra-office “micropreneurship.” The secret of the concession license

One venture-backed CEO wanted to offer some of the perks, but not all when it came to stocking the pantry.    So, rather than facing an all-or-nothing approach, the CEO decided that a business principle was in play that could be exploited in a win-win-win fashion–  what the company had as an asset was the equivalent of a monopoly.  He reasoned that employees were a captive audience.  If the CEO offered the “vendor concession” contract to an aspiring employee who wanted to make a few bucks, the company would offer exclusive stocking/inventory rights to that employee to stock the pantry.  However, in trade, the employee had to agree to offer below-market pricing on food and beverages, and also manage the “SKU requests” that the employees would log from time to time regarding food selection and preferences.  His formula in a nutshell looked like this:

-          win for employees-as the got a below market food and beverage offering, the equivalent of a “company subsidized” pantry offering

-          win for the “intra-preneur”-who was given the food concession to run, and could make a few extra bucks running the business

-          win for the company-the company didn’t have to provide all the food gratis, nor had the headache of fielding all the requests from employees

Perks Case Study B:  Serving dinner not as an entitlement, but only to the truly meritorious

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I was traveling on business recently and spent some time down in New Orleans.  It was the first time I’d been there after Hurricane Katrina.  My hosts were fellow entrepreneurs, also part of EO (www.eonetwork.org) and on the board of the local chapter there.  They put together a private tour of New Orleans, with a focus on the issues that led to the spectacular and tragic failure of so many systems post-Katrina.  As one of my hosts put it, it was a breakdown of three things –   vision, leadership and communication.  The more we drove around New Orleans and the more I saw of the devastation, the more I heard of how these entrepreneurs responded to it.  I got this strange feeling of metaphoric déjà vu.  And then it dawned on me.  Katrina is a parallel for the current economic crisis America finds itself in– a sudden, unpredicted disaster for which none of us were prepared.   So I asked Jude Olinger, the current EO New Orleans Chapter President and CEO of market research firm the Olinger Group, if he had any “lessons learned” that he felt might apply to any unpredictable, catastrophic disaster.  His response? Oh yeah.  In fact, Jude had sat down several months after Katrina, and tried to capture the lessons learned.  He emailed them to me after our meeting.  And what I saw was an eerie parallel in the lessons Jude learned surviving and succeeding post-Katrina to what each of us--entrepreneur, business person, head of household, individual–could also adopt as survival strategies in one of the biggest financial hurricanes ever to hit the U.S. in modern times, perhaps the globe.   As much as entrepreneurs drive the economy, and no doubt recovery, we all should think of heeding these lessons.  In reflecting on the below, I saw them universally applicable to all current innovation sectors in which we as an executive search firm have practice areas, whether cleantech / energy, medical devices, software, biotech, distance learning / education, Internet Web 2.0, mobility / wireless.  In chatting with CEOs in each of these sectors to test my assumption, they too felt these were “universal truths.”

Below is a partial list of Jude’s lessons learned, selected for those that carry strong correlation both to a natural disaster such as Katrina as well as an economic disaster.  Following it is some interesting Q&A in dialoging with him about the experience.  And to learn more about Jude Olinger’s firm, go to www.olingergroup.com.

After crisis strikes…

-         Lesson #1 - Don’t panic but act quickly.  Stay focused on the tasks that you have to accomplish to recover.  Prioritize tasks and act upon them immediately.  Time, or rather lack of time, is your enemy.  Everyone is going to want your time… so have to prioritize and think ahead.  Anticipate things that might happen and prepare for them.  If you know you have to lay people off, and it’s a reality, then do it.

-         Lesson #2 - [In knowledge worker industries] Don’t lose your greatest asset – your employees.  Be decisive.  Communicate with employees quickly and frequently.  Be a leader and let them know the plans and intentions of the company and how they fit in.  Evaluate what you can do for them immediately and provide as much assistance as possible.  Don’t lose the key people that make you successful every day

-         Lesson #3 - Communicate with your clients and vendors quickly.  Let them know that you are still in business and intend to fulfill your obligations.  There often is  client empathy and understanding for about a week.  Then clients start to look to mitigate their risk by moving business-all or at least part of it-to another provider just to reduce their risk.   Keep them from defecting.  IF they don’t hear from you, then they’ll assume that risk is real in continuing to work with your firm..

-         Lesson #4 - Locate your advisors (accountant, insurance agent, banker, attorney) quickly and leverage their knowledge/expertise in the recovery.  These relationships should become PERSONAL…  you need to know your banker’s wife, husband, and children….  For accountant/bankers, questions like:  ”Should I do a 25% paycut?” (accountant/CPA), or “Will banks offer any forebearance in the interim?”

-         Lesson #5 – Be selfish with your time - everyone will want it, and you won’t have enough of it to go around.  Tend to your personal relationships and yourself.  Crisis will test you mentally, physically, and emotionally and you will need all of your strength and energy to survive it.

-         Lesson #6 - Get the facts - not things reported as fact by the media – before making any major life or business decisions.  Lots of false rumors will abound.  Filter information carefully.  Be as close to the information as possible – the further you are away from it, the less accurate it is.

-         Lesson #7 - Don’t consume too much media.  It will discourage you and take away from your focus.  Expect lots of inaccuracies in the news – see Lesson #8.

-         Lesson #8 - CASH is KING – even more so in a crisis.  Build up cash reserves.  Manage cash flow very wisely.  Be prepared for a 3 to 6 months cash flow crunch and figure out how to survive it.

-         Lesson #9 - Don’t count on ANY government assistance (FEMA assistance, SBA loans, or other federal/state assistance).  By the time you get it, if you get it, it may already be too late.

-         Lesson #10 - Keep a positive attitude - no matter how bad your situation – or you are done.  It’s the one thing that you have total control over and is critical for you to persevere.

-         Lesson #11 - Don’t expect things to be what they were before.  They won’t be the same.  Adapt, adjust, and keep moving.  It will never be “what it was before.” And don’t expect it to be.

Times of crisis test us in ways that we can never imagine.  It’s these times that makes us stronger and more determined.  Don’t let ANYTHING, not even a catastrophe, get in the way of reaching your goals and achieving success.

In further discussing the lessons Jude took away from the Katrina experience as an entrepreneur/business owner, here are some of Jude’s sentiments some three years out from ground zero:

Q: How are you entrepreneurs in New Orleans different after than before?

A: We’re smarter.  We had a chance to start from scratch, and can be anything we wanted to be (operationally).  When you lose everything, you have an opportunity to start all over again, and you can do it better the second time you build the house versus the first.  All of us have gotten smarter about who we want as clients, focusing on more profitable clients that fit the core value proposition of the company, versus taking on all comers.

Q: Has it permanently changed, or only temporarily changed your prioritization of work, family, and personal?

A: Jude said that one word was crucial on keeping balance…. “perspective.”  It’s all about perspective, keep proper perspective, and realizing that not everything may be as bad as you might think it is.  Put all things in perspective.   Events like Katrina [or the current economic crisis] create incredible stress.  Perspective is critical to subdue this stress.

Q: And “that which doesn’t kill you makes you stronger”?

A: True.  But it’s an unfinished sentence.  The end of the sentence is “but leaves deep scars.”  Think about PTSS (Post-Traumatic Stress Syndrome… Vietnam/Iraq…) Your life is turned upside down, you spend 3 years re-building it, and you always will fear that something will happen again.  “I cry a lot more.  Am much more empathetic… in a good way.   I believe the Katrina experience has allowed me to can connect to people better than before.”

I’ve had the opportunity to be in Asia (Hong Kong and Singapore), Silicon Valley, Boston, New York, and Europe in the last 2 months of this year.  Most of the community I’ve been with has either been technology or science-based entrepreneurs, venture capitalists and other institutional investors banking those start-ups, or professional services providers helping fast-growth companies hit their various milestones.  It struck me that I’d had the opportunity to sample how each community, country, culture, or continent was responding.

Asian perspective: “We’ve had tsunamis, bird flu, SARS, and financial crises like the Asian flu (1997 financial crisis), and this recession that’s hitting us now is likely worse than all those combined.”  U.S. and European entrepreneurs who were offshoring their manufacturing were saying that getting products prototyped in mainland China– something that used to be a problem because start-up run lengths were too short– was no problem at all.  Vast numbers of factories were laying off workers, and these same factories were more than willing to start with shorter runs and low/no guarantees to help offset the freefall in the manufacturing sector there.

Silicon Valley: Suffice it to say, out at dinner on a Monday night at a restaurant called A16 in the Marina District in San Francisco, there was no sign of recession.  We had a 7pm reservation, and almost got waved off for being 15 minutes fashionably late,  getting the last table squeezed in amongst the revelers.  Consumers were showing no spending fatigue.  Out near Sand Hill Road, it was a bit of a different story.  A few investors were shorting the stock market with their personal money, but still emphasizing that this was the time to do seed and Series A investments.  All in all, as is typical for Northern California, optimism abounded.

Boston:  Here, it sounds much more like Asia:  pull in all investing.  Only add follow-on investment to your own portfolio.  If you do invest, the going rate in some VC circles was rumored to be, “new valuation pre-money is equal to the amount of last money in.”  In other words, if the last round was $15 million, that would be the valuation, no matter how much had preceded it.  CEOs in Boston are talking about the return of “vulture capital.”  In the parking lot of a commuter rail train station, one late-night rider yelled back to another who was also getting off at the same stop, “What you doing getting home so late?” The response– “Went out with some of the people from work who got laid off today.  Cut 15 or 20.”  The first commuter answered back, “Yeah, layoff at our work today as well, but no one went out.  Stayed and worked late.”

New York: Quiet.  For the city that never sleeps, there was a really good imitation of somnambulism.  Everyone seemed to have had a prolonged Ambien moment.   The epicenter of the financial crisis seems to have brought down virtually every other sector along with it.

Europe: Or, more specifically, the UK.  With the Sterling down, and the second biggest stock market suffering similar downdrafts as that of the U.S., it’s also really quiet.  Unlike the last recession brought on by the dot-com bubble burst where Europe lagged a full 6 to 12 months behind in its slowdown, the UK in particular has suffered almost simultaneous with the U.S.

Ultimately, this was the take-away for me– no matter whether I traveled 3 thousand miles west, or 15 thousand miles east, the speed at which this downturn has traveled was faster than any plane I could catch.  It had beat me to each continent I landed on, each city I was doing business in.

As we cruise into the New Year, my wish is a hope that the recovery is also as globally instantaneous.