LEADERSHIP CORNER
Relocation consultant relies on teamwork

Interviewed by David Butts
Advertiser Staff Writer

Eugene Tanner • The Honolulu Advertiser

Personal profile

• Self-portrait: I'm from Toledo, Ohio. I came to Hawai'i in 1985 after graduating from college and planned to stay for one year. I worked odd jobs and then came across a want ad for Islander International (Aloha International's former name.) I got in there and started answering phones. I thought I'd quit, but heard that there was going to be an opening for sales, so I applied for the job.

I enjoy being competitive, both in sports and in my professional life. The thrill of pushing hard and accomplishing something keeps my juices flowing. I try to remember on a daily basis that life is precious and try not to take my health, friends and family for granted.

• Favorite Book: "Patton: The Man Behind the Legend 1885-1945." General Patton was not a man that was loved by all, but he was respected by most. I enjoy the drama and human conflict that biographies offer. I try to remember that almost everyone who made it failed several times before they made it. The struggles and achievements of noted individuals in history inspire me to keep striving, even when I am faced with disappointment or failure.

• Most remembered mentor: My parents come to mind first and foremost, as they had an incredible work ethic. I come from a family of six kids: four boys and two girls. My dad was a financial controller of a hospital during the week and a football referee for high school and small colleges on the weekends. There wasn't one day in my life that I didn't know what my dad thought. He would just say what was on his mind. No job was too menial as long as the family was provided for. My siblings and I still try to strive to match their work ethics. My parents also instilled in me a strong set of values and morals that have guided my decisions while growing up and also as an adult.

In the business arena, I look to my general manager, Sharon Park.

I have watched her handle so many different situations. She bridges the cultural gap between customers that are not from the Islands and our staff. She knows what motivates guys, like a good coach.

• Best part of the job: I like the way I don't know who I am going to meet every day. One guy has a blown glass piece worth $2,500 and the other guy's entire move is worth $2,500. Culturally, you get all types. You meet real people in their homes. I learn a lot from always asking questions and finding out about people's lives.

• Trademark expression: Adapt, adjust, and move forward. You will always be faced with challenges, but if you can adapt and adjust to these challenges positively, you will be able to move forward in life.

• Best decision as a leader: Being instrumental in creating a quality-control position. I said, "Let's take one of our guys who can handle customers, and he can intercept problems before they happen." Initially the staff didn't think there would be enough to do in the position. We started it up and found out that he intercepts a lot of customer situations. He drives around and checks on jobs. He walks up to the customer and asks, "How are we doing today?" That gives the customer an opportunity to say how things are going in the heat of the action. He is the sounding board for the customer to voice concerns. He has also opened up internal dialogue almost overnight in all positions throughout the company.

• Worst decision as a leader: Early in my career, I continued a business relationship with a company longer than I should have because of loyalty to the contact person. We were friends. We golfed and had beers together. But his company wasn't providing what I wanted. When the services that were promised were delivered unsatisfactorily, I should have terminated the relationship. From that incident, I have learned to establish professional parameters and expectations right away.

• What I worry about most: Making sure that every client's relocation needs are being met on a daily basis. Teamwork is what makes our business successful, and the team is only as good as each individual.

I worry about making sure that all of our crews feel that they are the heart of our success.

• Most difficult challenge: In my first couple of years, it was difficult to estimate the goods that people were shipping. I'd be off on the estimates because people would say, "I'm going to get rid of almost all my stuff," and then they wouldn't do it. Trying to get to the root of what people are actually shipping is the key. You have to read between the lines and ask probing questions.

I find it quite a challenge to find the delicate balance between devoting myself to my profession, and being a positive, involved person for my family.

• Leadership tip: Ask your co-workers, employees, staff to do only what you yourself are willing to do. Honesty and integrity need to be your guiding force. Live your life so that you will have no regrets.

Taking on... Delivering your message so it will be received

• Observing a past competitor from the East Coast, it reinforced that being too direct is not productive in Hawai'i's business climate.

• I realized it is good to slow it up. Now if I have a problem to talk about, I say, "Let's go have a Coke" and ask how they are feeling and work the problem into the conversation. This is important especially here in Hawai'i.

• I learned to be not as abrasive when confronting issues. Slow up and hear both sides of the story.