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Show June 9, 2011 The Garfield County Insider EverylCounts Wanna Engage YthillEmpldyded? Chrek Odt 04714,4, k,a41,44il So I recently presented at this leadership conference in Park City. My talk revolved around Zappos. corn, the number one etailor (selling shoes, handbags, clothes, electronics, etc), and how they master the word engagement. For starters, they empower their employees to send a customer flowers if for instance, that customer recently had a death in the family. Or, they are empowered to give away a free pair of shoes (this hasn't happened to me yet, but still). There are no scripts for their call center employees. And the longest call to date was 8 hours and 23 minutes, and it wasn't even about shoes. Their goal is to create an emotional connection with you, their customer, where you will feel so good that you will eventually buy from them and then tell others about how good you felt. Yet, if you never bought from them, they'd still love you anyway. A few weeks ago I toured Zappos.com in Henderson, Nevada. It is an experience I will never forget. It reminded me a lot of my guest clown experience with Ringling Bros. Barnum & Bailey Circus. In both cases, I left feeling like a million dollars, an emotional connection was made, I wanted to go back, m Zappo • and yes, I also wanted to gardless if you work for the share with others. state or even the governZappos CEO, Tony ment. The next time you're Hsieh (pronounced Shay) in Las Vegas, make sure to makes a mere $36,000/year schedule (prior to your deand is beyond humble set- parture) a free tour at Zapting the stage for a culture pos (Monday-Thursday, 9a, of fun, happiness and even 11a, 1p, and 3p). And when family (or tribe). Here's one you do, you'll get their free of Hsieh's quotes that will culture book (which is a give you an idea of what book where all employees kind of person he is, "Busi- can write the good, bad and nesses often forget about ugly about the company) the culture, and ultimately, and even Hsieh's new book, they suffer for it because "Delivering Happiness: A you can't deliver good ser- Path to Profits, Passion, vice from unhappy employ- and Purpose." Says Hsieh ees." is his book, "We were about But try getting into Zap- much more than just profits pos to work. It's been said and passion. Collectively, that it's harder to get into this marks the beginning of Zappos than an Ivy League the next leg of our journey school. And for what, to help change the world." $11.00/hour? Yup, that's Through happiness, by emwhat a call center employee powering and engagement makes, but the benefits are employees and others, reenormous. Full medical gardless of a shoe sale or coverage, free breakfast and not. lunch, dry-cleaning, shoe NOTE: See Zappos.com shinning...I know you are to check out their shoes and thinking, is this company merchandise. Also check for real? And I'm here to out Zappos' 6PM.com tell you, "Yes, yes and yes." website for more affordable Yet what trips up poten- shoes and merchandise. tial hires in the interview Cynthia Kimball is a process revolves around professional speaker, traintheir Zappos 10th core val- er and doctoral student ue namely, "Be humble." in work force education Apparently a lot of great leadership. Her column, talent doesn't make the cut "Every] Counts," appears because they mess up on regularly in Deseret News this core value. and on deseretnews. com. All I can say is this is She can be reached at kimthe culture to emulate re- ball@everylcounts .net. SOME ASSETS CAN BE HANDLED OUTSIDE OF PROBATE UPON DEATH A number of different kinds of properties may pass outside the provisions of your will. The list includes life insurance, retirement plans, individual retirement accounts and annuities. When you purchased these types of assets and accounts, you would have been asked to fill out a form listing the beneficiaries in case of your death. These investments will pass to the named beneficiaries regardless of whether you have a will. However, if you don't have a beneficiary named, if the beneficiary named is your "estate," or if all the named beneficiaries are deceased, then those investments will be paid to your estate and pass under your will. Certain bank and brokerage accounts will also pass outside your will. For instance, payable-on-death accounts (sometimes called "POD" accounts) will be distributed to the named beneficiary. Additionally, accounts set up by one or more persons as joint tenants with rights of survivorship will pass directly to the surviving account holder or holders. Not all joint accounts pass to the survivor. When joint accounts are set up as tenants in common, the portion of the account that was owned by the decedent passes under his or her will. Many people have decided to create revocable or irrevocable trusts as part of their estate plan. Virtually all such trusts are designed to pass directly to persons or other trusts named in the document rather than under a will. Remember, however, that for assets to pass according to the terms of your trust, you must transfer the assets into the trust. You may find that most of your estate consists of non-probate property. Therefore, it is extremely important to coordinate the beneficiaries of all these properties to make certain your assets will be distributed as you want when you pass away. Jeffery J. McKenna is a local attorney serving clients in Utah, Arizona and Nevada. He is a shareholder at the law firm of Barney, McKenna, and Olmstead with offices in St. George and Mesquite. If you have questions you would like addressed in these articles, you can contact him at 435 628-1711 or jmckenna@ barney-mckenna. com. Missing Homework A fifth grader looked downcast, so her teacher decided to investigate. "What's the problem, Carol? I hope it's not homework again." "Well... yes, it is." replied Carol, reluctantly. "I was stupid and made my homework paper into a paper airplane." "Carol, you're right, that wasn't a very bright thing to do," said the teacher, "but this once I'll let you just unfold the paper and hand it in." "Oh, but that won't work," said Carol, looking even sadder. "You see, the plane was hijacked." Stockbroker The phone rang in the stockbroker's office. "May I speak with Mr. Bradford?" "I'm sorry. Mr. Bradford is on another line." This is Mr. Ingram's office. We'd like to know if he's bullish or bearish right now." "He's talking to his wife. Right now I'd say he's sheepish." May 21 came and went and everyone I know is still here. And most of us were either unaware or thought it too ridiculous to pay attention to the idea of a "rapture" on that day. (meaning being instantly taken up to meet Christ) I did pause long enough to really wonder why people actually could buy into the idea that the end would come and on a date predicted by an old man named Harold Camping, a man who could spout scriptures faster and with authority and sureness enough to cause many people follow him. I did listen to a radio station I like, "Coast to Coast with George Norey", which, though in no way advocating such a thing, still gave people respect if they did believe. After the time came and went with nothing expected by the Camping folks happening, Norey opened the lines to anyone who wanted to share how they felt and why they had believed. I felt sad for them. Many were so mired down in problems that they grabbed at what could be likened to a "sky hook", which they hoped would lift them out of their frustrating, desperate and bor- Offices: St. George, Utah (435) 628-1711 Mesquite, Nevada (702) 346-3100 FOUNDING PRINCIPLES . ENDURING LEGACY After moving in to our new office space, I was given the job of completing an Occupational Health and Safety report about the building. I discovered that the building had been built with no fire exit! If a fire starts at the entrance, the only way out would be to smash through the manager's office window. So I put these comments down and submitted my report to the manager before it got sent to head office. In all seriousness he added the following comment to the head office about smashing the window, "Please confirm that this is an acceptable option by returning your approval." HALE -1 ART GALLERY ing lives. Some admitted they had been indoctrinated since early childhood with the idea that it was going to happen soon, and no one could deny the world was ripe with enough wickedness, wars and catastrophe to fit the mold of certain scriptures. (I never could figure out why they skipped the one about no one knowing the time, not even the angels.) Some people voiced liking the idea, that by believing and doing what Harold Camping said, this would win them a place among the chosen few and they would be relieved of their fear of hell. (Oh, the draw to think one belongs to the "Chosen Few"!) This situation isn't the only time I have come to the end of my understanding, as to why people do or believe certain things. But I think it makes sense to keep trying to understand our fellow human's reasons for the way they think. "Open-mindedness" what does that mean? It sounds like one lets ideas pour in and pour out without anything really catching.. Perhaps it is like that in one stage of our cognitive maturity. Some people seem to get locked into that lackadaisical mode and slide through life without OPEN 1 3 5 389 N. Main Panguitch Utah 435-676-8300 I IL Don't Get Caught with your A/C Not Working 3 9 9 2 5 8 8 $20 OFF FRONT OR REAR BRAKE SERVICE I I J 7 IL J 1 f 689ZSIL L 59f t I it 9 4 5 6 8 7 5 6 5 9 96 L ILI•896ZCS Z96scLrsT stf 681L9Z 6s1 zL9st-F 9ZLt5f 6 7 9 r 6Z8 ZL681 8£51tZ 2 9 3 Extended Hours: M-F: 8-6 & Sat 9-1 FRONT END ALIGN $49.99 I Normally $59.99 I 7 6 4 Your Vehicles & Toys much direction or dedication. It can seem that nothing is for sure, that all is relative and why try for certainty, "eat, drink and make merry, for tomorrow we die." I have chosen to take a stand with a certain belief system that offers good fruits, even though it does require acting in certain ways that some question. Salvation to me is the end result of choices one makes that leads to a successful, happy life in this now life. it includes living the triedand-tested Golden Rule and the taking of opportunities to serve and to forge good, healthy relationships. The important thing is to choose a sensible path and then act as if it is the best there is. "Walk the walk, talk the talk. "Yea but"....could still be voiced. "Yea but....I'll do it, be obedient to my chosen path, but I'll still leave a door open for new insights, new knowledge, new perspectives. And I for sure won't be frightened into accepting something that doesn't makes sense." Well, of course you won't. It just makes sense. Send suggestions to Veda Hale, Box 956 Panguitch, Utah or email vedahale@ hotmail. com to MAY: COMPLETE THE GRID SO THAT EVERY ROW, EVERY COLUMN AND EVERY 3X3 BOX CONTAINS THE DIMS 1 TO il NEW WORK NEW ARTISTS 63 N. MAIN ST. PANGUITCH, UTAH \qr. SUMM f IS CM Ng WAVE "Here to Serve You" Faced with hard times, the company offered a bonus of one thousand dollars to any employee who could come up with a way of saving money. The bonus went to a young woman in accounting who suggested limiting future bonuses to ten dollars. Management vs. Solutions 3 -vLOYAL, Hard Times It Makes Sense...By Veda Hale Law Offices of Barney, McKenna & Olmstead, PC Wills, Trusts & Probate — Business Law & Bankruptcy Real Estate - Contracts — Commercial Litigation Family Law & Divorce — Select Personal Injury BARNEY MCKENNA OLMSTEAD the lAuGhiNg pOiNtr! ■••■ 816 Answers for this week |