Business – Page 7 – education and deconstruction.com

Heads in Beds – Bonus Post

“Heads in Beds” by Jacob Tomsky (pen name), published in 2012. This ebook is the career memoir of a hotel employee.

The author provides tips and tricks for gaming situations in the jobs of valet, housekeeping manager and front desk manager. He writes that entry-level workers start on the overnight shift, laboring on weekends and holidays. The managerial positions are stressful with long hours and no overtime pay.

The dead-end position of bellman pays well, but never offers advancement, just better shifts. The reason is that hauling luggage allows for frequent collection of cash tips which might be shared with fellow employees, but not with the IRS. Some workers singularly collect considerable tips on the sly by developing one-on-one relationships with guests– reserving the best rooms for them, “… supervising the bill, and essentially being a private concierge…”

Union membership offers lots of paid time off and job security. However, if a private equity firm purchases a hotel but the hotel-property-manager-seller continues to manage the hotel, there might be extensive replacement of non-union personnel with inexperienced, lower-paid incompetents.

Furthermore, top management might impose petty, draconian supervision that makes life difficult and emotionally tiring for the workers– as happened with Tomsky’s employer. The quality of customer service declines forthwith. Nevertheless, Tomsky and his colleagues were under pressure to keep guests coming to the hotel, so when management turned penny-pincher and minimized one freebie, workers continued to grant others, like room upgrades, free breakfast, late checkout, reduced minibar charges, etc.

Tomsky also relates that immediate causes for termination include “stealing and sleeping on the job.” Movie and minibar are the charges that guests most often challenge. Both guests and hotel employees have money-saving or money-making schemes. The author writes, “… beware of any employees not wearing name tags. They are up to something and don’t wish to be identified.” Some guests make odd requests. One time, eight female guests rumored to be partying, requested a Bible. The author writes, as it turned out, “They just wanted to roll a joint, simple as that.”

Read the book to learn the phrases hotel employees and guests should use to get desired results, the kinds of punishments the hotel agents mete out to difficult guests, and how guests can get the most out of their stay.

How to Castrate A Bull

The Book of the Week is “How to Castrate A Bull” by Dave Hitz with Pat Walsh, published in 2009. This ebook chronicles Hitz’s career, describes the ups and downs of the tech company he co-founded– NetApp, and imparts wisdom on management, leadership and interesting trivia. A flash drive can store a small amount of personal data of everyone on earth, a hard copy of which would represent 20 million pounds of paper.

NetApp was a start-up in the early 1990’s that built and sold business-to business, a “…network storage system in eighteen months with eight people and $1.5 million.” It went public in November 1995. A start-up has to sell something people are willing to pay for, such as a physical product, or advertising.

During the year 2000, NetApp’s share price tanked– as did that of many other tech stocks– plummeting from $150 to $6. The company delayed laying people off, and did not speak of it, as long as possible. “We announced layoffs one day and did them the next.” Hitz thinks taking care of such unpleasantness quickly is the best policy. Prolonged “palace intrigue” is bad for the work environment. Employees who know their last day is in the future are going to have less than optimal productivity, loyalty and a stable emotional state, to say the least.

When it came time to write the section on the NetApp’s philosophy in the company manual, Hitz says, “Company values only work if the leaders say, ‘These are things I really do believe. If I violate them, please call me on it… Values should remain constant, but appropriate behavior will change as a company grows.” When an employer provides “fun stuff” or free food to its employees, “that’s a symptom of good culture, not a cause of it.”

Read the book to learn Hitz’s explanation of how NetApp became a tremendously successful company, and how it fared after the dot-com crash.

Word of Mouse – Bonus Post

This blogger skimmed the ebook, “Word of Mouse” by John Riedl and Joseph Konstan, published in 2002.

It is about the concept called “Collaborative Filtering.” That means the ability to make product-recommendations to consumers based on a significant number of their self-reported likes of products via an algorithm in a computer program.

The authors claim that the program makes recommendations with a high degree of accuracy, once a subject provides sufficient data on likes and dislikes. Such data are superior to demographic data such as age, occupation and sex, when it comes to predicting future preferences.

Collaborative filtering can be applied to sales of clothing, books, movies and goods sold on the internet– simple products that are purchased according to taste. “Cultural tastes seem to run in patterns.”

This blogger theorizes that the algorithm would do poorly on complex offerings that involve customer service– restaurant meals, hotel rooms, flights or personal services, because they are an experience that varies every time and are more likely to be enjoyed multiple times. A singular product like a book or movie, is a one-time experience.

When polled by the computer program on a book or movie, consumers express their like or dislike only for the book or movie, not bookstore atmosphere or moviegoer rudeness. Consumers might rate a hotel room on hotel-staff friendliness, room decor, cleanliness, and a host of other variables; if they have stayed at the hotel more than once, the rating might also reflect consumers’ general vibe about the hotel for all their stays. On any given day, the consumer might have a good or bad experience at a hotel. Anyway, the algorithm might achieve the same degree of accuracy by recommending a hotel simply based on other hotels with similar amenities and features, as by recommending based on the consumer’s likes of other hotels.

The authors discuss an online business that was started in 1998, Priceline, which allows customers to name the highest price they are willing to pay for a product or service, and if their purchase is approved, (presumably) receive it at a deep discount. For the most part, this appears to be irrelevant to collaborative filtering. Nevertheless, interestingly, the “reverse-auction model” has turned out to be profitable for travel-related services but not for gasoline, groceries and financial services. The reason is that airlines and hotels suffer a total loss on each plane seat and hotel room unfilled on any particular flight or night, respectively. Recouping some revenue from passengers and guests, even at a deep discount, is preferable. The authors make a point about how Priceline displays local geographic expertise in selling its services. Displaying expertise is important for online selling.

The authors boldly proclaim, “We envision recommenders moving out more into the public and the bricks-and-mortar sphere… Recommenders can limit the number of items a customer needs to see on each [Web]page… Recommenders can also be used in voice interfaces where the limiting factor is low bandwidth…” Clearly, Riedl and Konstan underestimated the algorithmic proficiency of Google.

Read the book anyway to see the authors’ enthusiasm for collaborative filtering and get numerous tips on online selling, marketing, and what we now know about the internet. 🙂

The Good Girls Revolt

The Book of the Week is “The Good Girls Revolt” by Lynn Povich, published in 2012. This short ebook discusses what happened when a group of female employees sued Newsweek magazine’s parent company in March 1970, for gender discrimination.

Shortly thereafter, similar litigation followed at other publications– at Time, Inc., Reader’s Digest and various newspapers across the United States. The author briefly describes the historical backdrop before, during and after. One of many cultural phenomena she relates is that the year 1973(!) saw the elimination of classified ads divided into “Help Wanted– Female” and “Help Wanted– Male,” the former of which were mostly for menial and/or low-paying jobs. “Saying you worked at Newsweek was glamorous compared to most jobs available to college-educated women.”

The author says that from the early 1920’s up until the aforementioned lawsuits, periodicals publishers relegated women to dead-end positions. At Newsweek, the vast majority of female employees held the title “researcher”– a fact-checker, who could never become a reporter or editor like, or get paid as much as, the male employees. Besides, many of the men were hired “…as reporters and writers with no prior professional journalistic experience” and most of the female researchers had the same qualifications as they did.

One reason many women did not protest or were not even consciously angry about their situation, is that they were conditioned by the workplace and society in general to comply with gender stereotypes. Four decades ago, women were limited in their opportunities and criticized if they chose a male-dominated career field. They were given to believe they should not aim too high, but stay where they were, because otherwise, they would encounter difficulty. It became a self-fulfilling prophecy for most of them. Even many women’s colleges at that time had the goal of providing an education with the assumption that a graduate might get a job, but she would quit the workforce when she had children.

Even today, in the American workplace, there is an environment in which women are jockeying for position and power. According to the book, they are less well-liked, the higher up the corporate ladder they climb. The opposite goes for men. In certain aspects of their lives, such as weight-loss groups and fitness, women band together and cheer each other on. But not usually in the workplace.

Read the book to learn about the consequences of the initial legal action, and whether Newsweek’s workplace policies changed when, in 2006(!), three female employees recognized the recurrence of gender discrimination.

Double or Nothing

The Book of the Week is “Double or Nothing” by Tom Breitling with Cal Fussman, published in 2008. This short ebook describes the business partnerships between the author and Tim Poster.

Poster had a passion for gambling. In high school he and a friend acted as a bookie and made bets on professional sports, from which they won a lot of money, except for one particular boxing match. In the late 1980’s, while still in college, Poster started a hotel telephone reservation service called Travelscape. Breitling joined the business, and it kept growing in leaps and bounds. Travelscape was an early adopter of internet technology, launching an online reservation system in 1998, during which it made $20 million in sales. In 1997, it had made $12 million in sales.

Their partnership was based on trust symbolized by a handshake, rather than on legal documents. Their synergistic personalities made the business successful. Nevertheless, in 1999 when a competitor offered to buy their business, they were at a grave disadvantage due to their inexperience in multi-million dollar deal-making. The situation was extremely stressful for them.

The author describes what eventually happened, the mistakes they made and what they learned from the experience, and goes on to discuss their successes and failures in connection with another business venture– a casino.

About a year later, the partners were negotiating sale of the casino. The potential buyers consisted of two different suitors– a pair of humble, trustworthy brothers who were their close friends, and a narcissistic, petty owner of a collection of properties then worth $700 million (not Donald Trump).

The author relates that at that time, Fortune magazine had ranked the brothers’ company in the top twenty of its list of “Best Companies to Work For in America.” Job satisfaction among employees at the casino owned by the brothers was apparently so high, the employees saw no reason to unionize. That would actually be a problem if the casino was to merge with Poster’s and Breitling’s casino, as the latter was unionized.

Read the book to learn how Poster and Breitling fared with a reality TV show in their casino; how relaxing betting limits, and cheating or lucky gamblers can put a casino out of business; and the details of what transpired when they allowed their businesses to be bought.

How the Mighty Fall – Bonus Post

A short ebook, “How the Mighty Fall” by Jim Collins, published in 2010, presents an analysis of big, public, reputable American companies that have gone out of business, or made a major fumble but recovered.

The author and his colleague conducted extensive, comprehensive research on the reasons, across a range of dimensions. Collins writes, “We learn more by examining why a great company fell into mediocrity” than the opposite.

So as to avoid bias in how he viewed a company after its failure or recovery, Collins pored over documents in chronological order (thus remaining unaware of how a company ultimately fared until he reached the information in due time), starting well before the crisis.

Companies do need continual creative re-invention. However, “companies that change constantly but without any consistent rationale will collapse just as surely as those that change not at all.”

Collins developed a theory that there are five stages companies go through when heading for bankruptcy. The author provides examples in the histories of real-life businesses when they were being led by particular CEOs.

The difference between Wal-Mart and Ames (a competing department store chain that disappeared in 2002) is that in the late 1980’s, the former had a humble CEO who was always eager to learn. Unlike his narrow-minded peers, he met with Brazilian investors to find out about their retail culture. “Wal-Mart does not exist for the aggrandizement of its leaders.”

Collins’ data indicated a counterintuitive notion: many companies that fell were actually not resting on their laurels. They fell not because they failed to take bold action, but because they exceeded the limits of their resources in doing so. This blogger remembers Woolworth as one of those.

Another point the author conveys is that businesses that delivered cumulative returns to investors in the long term as opposed to focusing on unsustainable short-term growth to put on a show for Wall Street, became great businesses.

The author contends that another element of success is staffing a company with “the right people who accept responsibility” rather than building a bureaucratic hierarchy whose bureaucracy breeds more bureaucracy. The former bestows individual credit and blame.

Read the book to learn:

the stages of decline;
warning signs;
different ways management reacts to them;
why IBM was able to right itself by the late 1990’s from its low in 1993, while HP’s pain, starting in the late 1990’s, persisted much longer;
why Texas Instruments got its mojo back but Motorola did not; and
much more.

King of Capital

The Book of the Week is “King of Capital” by David Carey and John E. Morris, published in 2012. This ebook recounts the history of leveraged buyout (“LBO” or “private equity”) firms, mostly Blackstone Group, from the 1980’s through the first decade of the 21st century. This ebook attempts to debunk the stereotype of greedy Wall Streeters.

Back in the 1980’s, one kind of transaction or “deal” the LBO firm did, was buy out companies that were publicly traded, taking them private. It risked only a tiny amount of its own money to take ownership and take over the management, usually 5-15% of the total price. The role of the firm was to arrange financing. The management of the company (client) being bought out, was the party risking the most, and doing the buying out– borrowing a large percentage of the purchase price (leveraging) — in essence, “robbing Peter to pay Paul” with the monies raised by the LBO firm from various financial institutions.

This was where “junk bonds” came in– very risky debt instruments that carried extremely high interest rates, as much as 19%. The reason for the risk and high return, was that, in the event that the client went bankrupt, bank loans were repaid to creditors first, and if there was any money left, then much later, the junk bonds would be repaid.

According to Carey and Morris, the goal of LBO firms that were “corporate raiders” was to capitalize on the hidden value of a target’s assets that was not being reflected in its stock price. The value was there but the directors and officers of the target were too busy looting their company by throwing lavish parties at their mansions and on their yachts, and zipping around in their corporate jets.

The raiders had no interest in owning the target, but wanted to make it leaner and meaner by firing the greedy CEO’s. Then they would cash out at a profit of several times their initial investment. Over time, the targets developed strategies, such as the “poison pill” to counter the raiders. Unfortunately, “For all their talk of overhauling badly run companies, the raiders seldom demonstrated much aptitude for improving companies.” Pox on both the houses of the raiders and targets.

Buyout firms that were not corporate raiders truly wanted to own the target. “…buyout investors look for companies that produce enough cash to cover the interest on the debt needed to buy them and which also are likely to increase in value.” A major part of the job of LBO firms is to identify possible deals through extensive financial research, and then decide whether to invest in the ones predicted to succeed.

The year 1981 was a great year for LBO’s because interest rates peaked, there was an economic downturn, and stocks were down. In the autumn of 1985, two partners, Steve Schwarzman and Pete Peterson started Blackstone Group. Schwarzman said that his partnership would not be able to compete with the older, more experienced LBO firms, unless it “…brought efficiencies to a company by way of cost improvements or revenue synergies.”

The early 2000’s became a rerun of the 1980’s as financial institutions took on excessive debt loads. Fall of 2008 saw the U.S. Treasury Department and the Federal Reserve Bank raise funds to try to bail out Lehman Brothers, Merrill Lynch and AIG by calling on private equity firms like Blackstone Group to help.

Read the book to learn more about the redistribution of wealth among the wealthy over the course of three decades, and the turnover, and victories and defeats of the partners at Blackstone Group.

Deals on the Green

The Book of the Week is “Deals on the Green” by David Rynecki, published in 2007. This ebook discusses how golf fuels business deals among the super-rich.

The author contends that the personality traits golfers need for success in golf and business include: friendliness, “imagination, tenacity, multitasking, guts, passion, and compassion…” The very act of playing golf is a major ingredient for success at many big-name companies, including GE, McGraw-Hill, J.M. Smucker, Tyson Foods, McDonald’s, Goodrich, Estee Lauder, Morgan Stanley and Johnson & Johnson. Businesspeople observe how others play the game– an indication of their character– to determine whether to do business with them.

The people who build a golf course include architects, landscapers and marketers. Many country clubs are exclusive, invitation-only kinds of places. The way “nobodies” can play on the golf courses at such clubs is to participate in fundraising events or volunteer to do menial work at them (and write big donation checks). Most of the major manufacturers of American golf equipment are located in Carlsbad, CA.

Etiquette dictates that any talk of business on the golf course should take place between the fifth and the fifteenth holes. There should be casual conversation, not an aggressive pitch.

Read the book to learn the names of people, places and equipment related to golf, and “…what really goes on when the titans of industry and finance get together” on the golf course.

The Google Guys

The Book of the Week is “The Google Guys, Inside the Brilliant Minds of Google Founders Larry Page and Sergey Brin” by Richard L. Brandt, published in 2009, with an Afterword published in 2011. This ebook recounts the history of the company that created the world’s largest internet search engine, which can analyze millions of pages a second.

The company has more than one hundred attorneys on staff. It must defend itself against lawsuits in connection with intellectual property, privacy, monopolistic practices, censorship, etc. It has about “twenty thousand employees and $20 billion in revenues.”

Larry and Sergey, the company’s founders, avoid doing conventional things that even many tech companies do. When they set up shop in 1998, the two never wrote a business plan. They “almost never give interviews or attend conferences.” Since they possess incredible power, they are not just tough business negotiators, but unreasonably arrogant ones.

Currently, the company provides a large array of services, in addition to a search engine. These include “PC applications, e-mail, cell phone operating systems, Web browsers, Wiki information sites, social networks, and photo editing sites…”

Read the book to learn more about Google, Inc., its history, and the personalities of its founders.