PRLA Summer 2019

4  • PENNSYLVANIA RESTAURANT & LODGING matters • Summer 2019 INDUSTRY OUTLOOK I AM IN CONSTANT SEARCH of new leadership ideas, and I have discovered many, but I will say that none was more impactful as when I had the exciting opportunity to hear from Commander Mike Abrashoff, who told an amazing story of the USS Benfold, a Navy destroyer that went from the worst ship in the Pacific Fleet to the best. Abrashoff did this by replacing the “command and control” leadership of his predecessor with a side-by-side, no executive philosophy. Consider these results, the Benfold went from a re-enlistment rate of 28% (Navy average 56%) to 100%. In business that equates to a turnover rate of about 1%. The crew also completed the “pre-deployment” training cycle in a record 5 days in port and 14 days underway compared to the Navy’s typical 22 days in port and 30 days underway. Abrashoff rewarded his crew for this accomplishment with shore leave in ports such as Cabo San Lucas and Porta Vallarta. Abrashoff’s focus on the work environment of the Benfold was incredible. He knew the names and something about each of the 300 sailors on board. While the officers were accustomed to going to the front of the food lines and eating in a separate area, he went to the back of the line and ate with the crew. The other officers quickly followed suit. He turned to the crew for ideas. One young sailor complained about the constant painting of the ship, a new complete cycle beginning every two months and suggested replacing the rusting bolts with stainless steel ones. Abrashoff sent a crew member to the hardware store and bought $15,000 worth of nuts and bolts and the painting detail was cut down to once a year. Abrashoff used some of the savings from the painting initiative to fund a learning center to allow crewmembers to take advantage of college courses on CDs. Abrashoff often skirted standard operative procedures to make improvements, such as when he switched from high cost naval provisions to less expensive, better quality name brand foods. He used the savings to send five of the ship’s 13 cooks to culinary school, and consequently the Benfold became well-known for its great food. On the suggestion of a crewmember he bought a sound system and started Jazz night one night a week, complete with cigars. Though alcohol on board is not permitted, he began a weekly happy hour featuring steamship round of beef and shrimp. The Benfold’s happy hour became the place to be for sailors in the San Diego area. Not surprisingly, requests for transfer to the Benfold stacked up. John Longstreet No Executive Leadership US Navy Style “There’s nothing magical about it … the most important thing that a captain can do is to see the ship from the eyes of the crew.” – Commander Mike Abrashoff