Merry Christmas 2016

Over the decades, I've realized that I've locked into a career emphasizing leadership and organizational development. The good times are very good; the down times can be exasperating. One of the many things I've learned over the years is that there are only a very few companies who walk the talk regarding how they really want to treat their people; and there are a good number of companies that achieve a brief, shining moment of care before the next quarterly P&L or new CEO comes along, changing everything. Ah well.

I entered 2016 finishing up a transition from the Venetian/Palazzo, one of those companies known for extraordinary customer service...until their internal economics caused them to swing the pendulum in another direction. I'd certainly been through transitions before; the first took about five months to secure my next great gig, and the second took three months.

This third transition took over a year from the day in August 2015 that entire departments were eliminated at V/P.

I suspect a fourth transition is not in the cards. Let's hope!

And, the year wasn't without some significant great work in the customer service space. One of the things I count as a great blessing is the network of colleagues and friends I have made during my career. One such friend is Steve Curtin, who authored the outstanding book Delight Your Customers. When he asked me to help create a companion guide for his book, I was eager and grateful. The Delight Your Customers Companion Guide came out this past June, and it makes me a published author. So, I've got that going for me. Which is good. /Bill Murray

Also going for me in 2016 was the relationship with Steve Rose, who is now GM of the Taos Ski Valley. When he called to ask about creating some culture and service experiences for this iconic resort as it builds The Blake, its first luxury resort property adjacent to the lifts, I was again eager and grateful. Steve kept me out of Ramen noodles for several months, and he has my deepest thanks. Wishing Steve and his team all the best for a successful season!

I realized in 2016 that independent consulting is a viable option in the face of transition, and I was this close to pulling that trigger completely, using a third-party company that can actually "employ" a consultant and generate a W-2 each year, eliminating the need for the individual to mess with employment taxes, insurance, and so on. I was this close to committing to an initial contract that would have kept me in the environment I crave - helping others to achieve service and organizational excellence.

And then, in exactly seven business days, I learned about, interviewed for, and was made an offer to become Director of Learning & OD for Aimco in Denver. And just. like. that. I'm back on my career path.

Aimco is one of the largest REITs, or real estate investment trusts, in the country. They have about 150 apartment communities in most major metro areas around the nation, with an increasing number of "A" luxury communities. The company announced a major cultural initiative about three years ago, and unlike some companies whose focus fades in that amount of time, Aimco wants to move to the next step with leadership and performance management initiatives that link, embed, and align to their culture. Right in my wheelhouse.

With my staff of eight, we're committed to "Strengthening Learning" as our overall strategy for 2017, and I'm looking forward to an exciting year.

In Denver, I might add.

So...back to normal, or as best "normal" can be. (Especially given the most non-normal presidential election of my lifetime.) I have a huge amount of thanks to pass along to all the friends, former colleagues, fellow "in transition" great talents I've met this year, and all the people who thought of me and helped as I enter yet another great chapter of my life.

I've now been to enough of these rodeos to know that things can change, sometimes with warning, often without warning. What I can do (circle of influence vs. circle of concern for you Covey fans) is my absolute best to improve the service and organizational culture of wherever I am. I fully intend to be sitting in the rocking chair at age 85, saying "Yep...it all turned out pretty well."  Hope you feel the same.

Wonderful holiday wishes to all of you, and may you have a fulfilling 2017!