Spectrum Connection: February
From the desk of Dave Smalley: THE CUSTOMER IS #1
Uh, no, the customer is not #1. I think most people think that is the case; I did and, in a
roundabout way, I still agree. However, I believe that for our customers and clients to have
the perception that they are number one, we have to make our employees and associates
number one in our eyes, and the real number one priority. Clearly we would have no employees without customers, but stay with me as I ramble on about this concept, as without
investment in our associates we would not have a product that would be deemed as valuable.
Employees are the source of value creation for the client. When we talk about making an
investment in our associates, and making them number one, this is not about money, or
awards or titles, it is about culture. It is the associates buy-in and enthusiasm for our culture, and hence our product, that directly transfers to the quality and value perception of
the customer. The investments we make in our associates start and end with the culture
we create. It must be a never ending dialogue about boundaries and expectations, behavior, and communication. It
must become essentially the play-book of the rules of business within the company. With rules come boundaries, and
our culture must set rigid boundaries as well as provide a clear successful path. Both are essential to culture.
These cannot be value statements, these are committed choices. They require specificity and accountability, but most of
all they require the courage to fairly administer them and to live them by example. Which leads us back to the Golden
Rule. Because cultures have boundaries, a right and a wrong way, rules if you will, it at times means that someone will
break those rules and / or stray from the culture. Those actions have consequences. It is our job to inform the ‘offender’
of their perceived transgression and to give them a clear path to alter future behavior or communication.
Our response to the offense must be in keeping with the severity of the infraction. Larger issues beget more stern consequences. There are times when the offender might feel that they are not being treated ‘as we would like to be treated’,
and of course they would be correct. However, deviation from our core culture, by one or a few, has the very real potential to erode the culture and the commitment to that culture for the entire group. What is at any time accepted as substandard may become the new standard, if left unaddressed. Hence, why it is so important to be courageous in adhering
to the message.
The customer / client, will easily sense any shift in employee / associate interaction. And as we know, perceived change
can be troublesome to many. To shore up our commitment to the success of our clients, our investment has to be in our
#1; our associates, our employees, through culture. If one tolerates less than 100%, one will assuredly get it, and that lower level of performance will become the new 100%, until you let it sink again. If we want our clients to perceive that they
are #1, we must be totally committed to the cultural investment in our associates. We must walk the walk and lead by
Work diligently with those you work with to make the courageous decision to make them #1 by being consistently vigilant. The results will NOT surprise you, the customer will be #1. Wishing you and yours only the best! Spectrum will happily celebrate its 27th Anniversary on February 10th. To see how far we have come is a testament to everyone’s committed
From the desk of Melanie Parker: WHERE ARE YOU GOING?
An army chaplain tells of the time he was asked to preach at a church some 20 miles from the base. He took his family along but had neglected to tell his six-year-old daughter where they were going. After a few miles on the road, she asked, “Dad, when we get to where we’re going, where will we be?” A good question! And one all of us should try to answer for ourselves. Think of your life’s journey. When you get to where you’re going, where will you be? One year, five years, or even twenty years from now, if you keep heading in the same direction you are heading and keep doing what you are doing, what will your life look like? Not only vocationally and financially, but what kind of person will you be? Do you have a pretty clear picture of the way you would like things to turn out, or will you be as surprised when it happens as everybody else? It has been my experience that most people do not spend much time with these questions. But as Henry David Thoreau once said, “In the long run, we only hit what we aim at.” To live aimlessly is to waste this precious gift of life. But to live with direction is to live fully. — Steve Goodier
Employee Profile: Ruben Garcia
How did you get introduced to Spectrum? Dave reached out to me when I was working at Landry’s. We talked several times about Spectrum. Then we met up in person, and that closed the deal for us both! When did you start and what is your role at Spectrum (has it changed over the years)? I started the day after Valentine’s Day in 1992. We had 12 workers in the warehouse in those days. Now, we are up to 37! My role is close to the same; making sure all equipment is cleaned and ready for a job. I also need to make sure we get it back, so it can be cleaned and ready for the next event. We have gone from 1 warehouse to 5 warehouses. Needless to say, our inventory is much larger. We joke to ourselves in the warehouse when we hear comments on the last day of the event that “it’s over !” To us, it’s not over until all is picked up, loaded up, unloaded back home, and then cleaned and put away.
What do you love most about your job? The challenge the job brings! Day by day, it’s never the same thing. I like the closure after the event, and then on to the next one. I also love meeting my peers in the industry; as there are so many great people that are really great at what they do. One can learn from anyone if they listen and observe.
Tell us about your family! My wife’s name is Linda, and this year we will have 38 years of marriage. We have two great sons, Christopher and Mike. Christopher and his wife, Natali, gave us 3 awesome grandchildren, Gavin, Gabe, and Gianna. What are your interests when time permits away from our crazy world? I love to eat, so learning to cook interests me. We have a 100th anniversary Harley Edition. It’s a Danaya Low Rider with lots of chrome on it. We enjoy riding that often.
Why Spectrum? Dave Smalley, he eats, drinks, and sleeps Spectrum. He always wants to know what is going on. He is not the kind of guy who calls and checks on us to micromanage while we are out working a major event. He doesn’t do that, because he is on site with us, and knows first hand what is going on! He has always been a hands-on guy.
Do you have a favorite event, if so, which one and why? I would have to say it’s a tie between what used to be The Shell Houston Open, Bonnaroo, Byron Nelson, Alliance Air Show, and the Townships events. These folks are so nice and professional, and it makes you want to work hard instead of having to work hard. I respect what our Spectrum Family does when it really counts. We all contribute when it matters, and if anyone needs help all one has to do is ask.
Welcome to the family!
Hello all! I am one of the chefs with Arizona Catering. I’ve been with the company since Sept of 2014. I am originally from Michigan. I spent six years in Chicago, then moved to Arizona in 2010. I’ve been working in the hospitality business since 1990. I’ve spent several years working at chop houses including The Palm, David Burkes Prime House, and Donovan’s Steak and Chop House. I’ve also spent several years working at Kona Grill. In my free time, I enjoy watching movies and listening to music. I also co host several podcasts. I can’t wait to meet everyone.
Hi! have been with Arizona Catering for four years; helping in the office with accounting related work, invoices, expenses, payments, payroll, etc. I am originally from Milwaukee, Wisconsin, and have lived in Arizona for 25 years. I am married to my husband, Randy, and we have an eight year old son, Corey. I also have a yellow lab named Lambeau. I am a Veterinary Technician, and I also have a background in hotels working as a Catering/Convention Service Manager. In my free time, I love to watch the Green Bay Packers, and I love to hike. I especially love taking trips to hike in Colorado and Utah! Hope to meet you all soon!
Cirque Du Soleil
Luzia is a Cirque du Soleil show inspired by the richness of the Mexican culture. The name Luzia fuses the sound of luz and lluvia, two elements at the core of the show’s creation. Luzia has a cast of 44 artists, from 15 countries, is Cirque du Soleil’s 38th production since 1984, and its 17th show presented under the Big Top. Its creative team comprises 16 creators under the artistic guidance of Guy Laliberté and JeanFrançois Bouchard. It is performing at Sam Houston Racetrack, in Houston, Texas until February 25th.
In 2018, Spectrum was able to remove 5,076 fake ID’s off of the streets throughout the U.S.! Safe service is the name of the game, and we are extremely proud to be able to share this incredible accomplishment with you. Being able to scan customer’s identification cards at any point of sale has been a game changer, and has made our company second to none when it comes to the Safe Service of Alcohol. Connecticut brings it home with a grand total of 1,061 fake ID’s, beating Rhode Island out of 1st by an astounding 629 fake ID’s. We only need fakes from four more states to be able to say we have at least one from all fifty! Alaska, Montana, South and North Dakota…we will find you, we will scan you, and then just like a Liam Neeson movie, you will be taken!
New Hampshire 124
New Jersey 302
New Mexico 1
New York 197
North Carolina 73
North Dakota 0
Rhode Island 432
South Carolina 291
South Dakota 0
West Virginia 65
Thank you for joining us!
Eric S. Marchetti:
Hi Everyone! I am a Steward for AZ Catering, and I have been here for 2 years now. I was born in Queens, New York where I started off my career working at the Wig Wam Resort. I worked there as a Bar Back and Room Service Captain. I then went to work for the Ritz Carlton in Phoenix. I started as the Room Service Manager there, and then moved to the Banquet Set-Up Manager. After that, I went to work for the Glendale Civic Center as their Operations Coordinator. In my spare time, I like to spend as much time with my grandkids as I can. Looking forward to the future.
I was born in Atlanta, GA and spent most of my childhood and teen years growing up in El Paso, TX. I started my position as Concert Caterer with Spectrum during July 2018. My favorite pastime is traveling and attending concerts with my friends. If I’m not out and about exploring new places, you can find me at the dog park with my 100 pound German shepherd mix, Thrasher. As a kid, I dreamt of working backstage and being a part of the production machine. So, I’m extremely thrilled and honored to work with the men and women at Spectrum, who have helped make my dreams come into fruition.
Food for thought!
Recently, on one of the many flights I now find myself on between Phoenix and Las Vegas, I read a story that really grabbed my interest and that I could relate to. The focus was on Chip Conley. Chip was a boutique hotel entrepreneur in San Francisco. After 26 years, he had built his first hotel into the second largest independent boutique hotel brand in the U.S., Joie de Vivre. After its sale and facing semi-retirement, he was approached by 30-something year old Brian Chesky, CEO of Airbnb. Chesky asked Chip to come on as a Hospitality Strategist and work 15 hours a week consulting and mentoring based on his obvious success in business and as an entrepreneur. Chip knew nothing of tech. He knew he could sit back and enjoy the rewards of retirement or he could adapt and change to remain relevant in a fast-paced industry, despite being over 50. He chose the latter, and 15 hrs per week quickly turned into 50. For the first time in modern history, companies within our society can have as many as 4 generations working under one roof. He realized that there was so much he could learn from his younger colleagues about digital intelligence and, in turn, they could gain so much from his 30 plus years of experience managing people, knowing how to read emotions and creating healthy, supportive work environments; trading digital intelligence for emotional intelligence. While he assumed the role of a mentor, he also took the place of an intern. A position he coined throughout Airbnb as menterning. The intern Conley was taught about the cultural trends driving the younger generations, about the break-neck pace that unicorn companies (those worth over a billion dollars) grow, and about the needs of discerning Silicon Valley investors. As the mentor, he was able to offer guidance and insight on how to manage people and get not only the most, but the very best from all of the employees at Airbnb. In just four years of working full-time with Airbnb, the collaborative efforts of both young and old were responsible for creating “Airbnb For Work,” which more than 700,000 businesses use worldwide. Revamping standards for hosts to adhere to which resulted in a huge increase in guest satisfaction rates and expanding the super host program from just 200 original participants to nearly 500,000 across the planet. Not to mention the Airbnb experiences and restaurant factions of the website now available. Spectrum is quickly approaching this point. We have the generation that bled and sweat to build this company as well as a new guard that will be tasked with fostering its growth and health in the decades to come. The value of the resources in knowledge we have under one roof is staggering. Both old schools and new have so much to offer one another. I believe adopting this practice of “menterning” is a phenomenal notion. Share the knowledge you have with someone older or younger than yourself. We will all only be stronger and more secure for it. This story was summarized from a Southwest Magazine article written by Laura Hilgers. ~Brian Strom
A few of us at Arizona Catering had the privilege to come out and get a first hand look at the Spectrum facilities as well as checking out a few of the venues. Everyone we came in contact with was amazing; willing to take the time to talk to and answer any questions we might have. What shined through the most for me was how courteous everyone was. I felt welcomed and right at home the minute I stepped foot in the door. It truly felt like the Golden Rule was ever present in the company. We are so grateful for everyone taking the time out of their day and showing us the ropes. We truly appreciate it and look forward to our next visit! ~Keith Seay
Hi everyone! I am part of the Arizona Catering family. I worked parttime for three years with AZ Catering, where I was a Cake / Cookie Bakery Manager. About eight years ago, I started full-time, and I am now part of the FOH Concert Catering Crew; with some wedding and corporate events here and there. My other half, Patrick, and I have three adult children between us, two grandbabies, and another on the way! I love watching movies, listening to music, and getting crafty in my art room. I look forward to meeting more of the Spectrum crew in the coming months.
Hello Everyone! I am honored and excited to join the Spectrum Family as the Director of Operations for Wicked Whisk. I just relocated to Houston and love it! I am a native of South Florida and University of Florida Alumni, Go Gators! After college, I managed the Suite & Guests Services Department for the Tampa Bay Lightning / Amalie Arena. I was fortunate to be with the team when they won the Stanley Cup, and they received a Stanley Cup ring. After my time with the Lightning, I went to ClubCorp for 14 years in multiple roles across the Southeast. I was a Private Event Director, Food & Beverage Director, and Regional Private Event Director in Atlanta and Florida. Over the years, I have sold, operated, and coordinated over 900 weddings and countless events. I have a passion for event operations, along with building lasting relationships with employees and clients. I am excited to use the knowledge I have gained over my career to help grow Wicked Whisk! I am blessed to have an amazing family! I have awesome parents who live in Florida and support all my crazy moves and adventures! My sister and brother-in-law live in Detroit, and have two beautiful girls, Kennedy-4, and Brooklyn-9 months. In my free time, I am an avid sports fan, a Fantasy Football fanatic, love to travel, and anything related to designer fashion, especially shoes! I look forward to meeting everyone!
Oasis Championship 2/4
Music Festival 2/15
Honda Classic 2/25
Arnold Palmer Invitational 3/4
Hoag Classic 3/4
Valspar Championship 3/18
CrawPHish Festival 3/23
Bayou City Arts Festival
Memorial Park 3/29
Children’s Festival 3/30
Valero Texas Open 4/1
Arts Festival 4/13
Music Festival 4/13
Trondossa Music &
Arts Festival 4/13
Insperity Invitational 4/29
Music Festival 5/3
AT&T Byron Nelson 5/6
Music Festival 5/10
Charles Schwab Challenge 5/20
Rafael Contreras 02/09
Nelson Flores 02/14
Valentin Herrera 02/14
Ashley Ohnoutka 02/14
Tyler Fredricksen 02/18
Jozlynn Summers 02/19
Carlos Alcantar 02/20
Holly Criscuolo 02/22
Samantha Ferrel 02/23
Tina Young 02/25
Walter Ventura 02/26
Missie Martinez 02/27
Mercedes De Abad 02/29
Tony Ayala 02/01/2016
Felipe Organes 02/02/2001
Trisha Stapleton 02/02/2015
Dave Smalley 02/10/1992
Will Gilchriest 02/12/2018
Jennifer Toole 02/18/2017
Eric Mendoza 02/19/2017
Jordan Haskins 02/19/2018
Jestin Lahair 02/19/2018
Kezia Callahan 02/20/2012
Ismeal Montoya 02/20/2017
Kirk Kocurek 02/23/2017
Frank Norgan 02/24/2014
Alex Schlecht 02/25/2018