Face of America

Management at Its Best at Best Buy

FaceofAmericalp2011 — Sun, 29 Aug 2010 18:21:45 +0000

10 Things I Learned About Management at Its Best at Best Buy

Written by: Tony Mussari, Sr.
Photographs by: Kitch Loftus-Mussari
Copyright, Mussari Loftus Associates, LTD

Statistics suggest that when customers complain… managers ought to get excited about it. The complaining customer represents a huge opportunity for more business. Zig Ziglar

Eric McFarland is a young man with a sense of purpose and impressive management skills. He manages the Best Buy store in Scranton, PA. He is reserved, thoughtful, diplomatic and courteous by nature.

On a beautiful August afternoon, my wife and I met Eric McFarland when we visited his store with two very big and very troubling problems. Our three-week old Toshiba Satellite laptop had disabled two portable drives that contained all of the original materials from nine months of work on our Face of America Project.

We were returning the computer after spending hours removing all of the files from the C drive. We were tired, anxious and very fearful of what the future might bring. It was a customer’s nightmare and a store manager’s greatest fear.

On this day, the buck stopped with McFarland, and I watched him carefully as he went into overdrive to calm my fears, and give truth to the customer service culture that is at the heart of Best Buy’s success.

These are 10 things I experienced in the customer service classroom of Eric McFarland:

1. He was welcoming and very courteous;

2. He was considerate. He picked up on my apprehension and fear, and he did everything possible to lessen the stress;

3. His tone of voice and his demeanor were soothing. He spoke softly and he always made eye contact with me.

4. He listened to my story, and he listened to the recommendation of his Geek Squad employee;

5. He never tried to transfer responsibility or blame for the problem to me. He never argued. He took responsibility;

6. He was focused on my problem and my needs. He was not distracted by other matters;

7. He was very patient and very flexible;

8. He was proactive. He was interested in finding a solution that would make me happy and enable me to continue my work;

9. He was professional. He looked like a manager, and he acted like a manager;

10. He was respectful. He never made me or my wife feel uncomfortable in any way.

Eric McFarland is the kind of person who gives managers a good name. He gave me a feeling of confidence that something would be done to help me. I got the impression that he cared about me and my problem, because he saw the problem from my point of view.

Shari Ballard, Best Buy’s President, Americas-Enterprise EVP, believes that every Best Buy employee has an opportunity to help customers make technology what they want it to be. Ballard wants Best Buy to be a customer driven, talent powered company.

In my opinion, Eric McFarland lives up to that expectation. During the anxious moments of my visit to Best Buy, he did something that I will never forget. To rephrase the words of the creators of Portal, he found the hole in the sky though which things can fly, and that made all the difference.

When I think about my Face of America journey to Best Buy in Scranton, PA, and my experiences there, the words of Mary Kay Ash come to mind:

People are definitely a company’s greatest asset. It doesn’t make any difference whether the product is cars or cosmetics. A company is only as good as the people it keeps.

Thank you Best Buy for giving Eric McFarland management responsibilities.

Until the next time, we hope that all of your stories have happy endings.

To provide feedback, please contact us at: tmussari@gmail.com

Learning Problem Solving at Best Buy

FaceofAmericalp2011 — Sat, 28 Aug 2010 12:31:50 +0000

10 Things I Learned About Problem Solving at Best Buy

Written by: Tony Mussari, Sr.
Photographs by: Kitch Loftus-Mussari
Copyright, Mussari-Loftus Associates, LTD 2010

Surround yourself only with people who are going to lift you higher. Anonymous

My wife and I entered the Best Buy store in Scranton, Pennsylvania, with a three-week old laptop computer that had us talking to ourselves and running around in circles. The USB ports on the computer were defective. The computer fried two portable drives containing all of the original material from nine months of work on our Face of America project.

To be honest, the anxiety and the stress levels were off the chart. We were beside ourselves with worry.

In less than a week, we made three visits to Best Buy. During each visit, we learned some things about problem solving in times of crisis.

This is what we learned:

1. Don’t complain. Explain. Lay out the problem in a clear, concise manner;

2. Don’t judge. Join the team. Resist the temptation to blame anyone or anything. Put the problem in context;

3. Don’t argue. Affirm. This will create a positive environment;

4. Don’t make threats. Make promises that speak to positive activities;

5. Don’t think worst case scenarios. Think solutions;

6. Don’t express every emotion you are feeling. It creates negative energy. Be positive, and offer encouragement;

7. Remember the importance of body language. Avoid looks that kill. They accomplish nothing, and they create resentment;

8. Don’t be impatient. Be understanding. Solutions to complicated problems take time and a good deal of experimentation;

9. Don’t yell or scream. Speak in a calm and civil tone of voice. Angry people can very easily become suspect;

10. Remember the seven most important words in the English language: What can I do to help you? They record what you need and want. They also speak to what the people helping you need and want from you.

When the transaction is finished, say thank you and mean it. Take the time to make a call or write a note of appreciation. Never underestimate the healing power of thoughtful words and kind deeds.

In a very real way, attitude is the mother of problem solving. The solution to everything in life begins with a positive attitude.

The words of Charles R. Swindoll apply:

We cannot change our past…we cannot change the fact that people will act in a certain way. The only thing we can do is play on the one string we have, and that is our attitude. I am convinced that life is 10% what happens to me and 90% of how I react to it. And so it is with you…we are in charge of our attitudes.

In my opinion, Teddy Roosevelt wrote the book on problem solving when he asked and answered this question: Have you got a problem? Do what you can where you are with what you’ve got.

I was lucky. I was at the Best Buy store in Scranton, and I had Eric McFarland and Mark White to help me with my problem.

Until the next time, we hope that all of your stories have happy endings.

To provide feedback, please contact us at: tmussari@gmail.com

Thoughts About Client Service

FaceofAmericalp2011 — Sun, 15 Aug 2010 19:15:22 +0000

Thoughts about Customer Service: 25 Days of Gremlins, Generosity of Spirit and Gratitude

Written by: Tony Mussari, Sr.
Photographs by: Kitch Loftus Mussari
Copyright 2010
Mussari-Loftus Associates,LTD

One of the deep secrets of life is that all that is really worth doing
is what we do for others. Lewis Carol

Sometimes without wanting it or doing anything to make it happen, you become the story you are covering. It doesn’t happen often, but when it does there are consequences.

Here are the numbers for our Face of America journey:

Miles traveled: 21,000
States visited: 39
Interviews videotaped: 90+ hours
Digital pictures recorded: 56,000

The past few weeks have been filled with apprehension, inconvenience and anxious moments.

First it was the automobile accident on Interstate 77 just outside Minneapolis, then it was an experience with a new computer that no one will believe, and then it was an unsuccessful attempt to register and upload a video we produced for Toyota’s tenth anniversary celebration of the Prius.

To make three long and painful stories very short:
After the accident, our Prius was declared a total loss. The cause…structural damage;

We lost several days of work and two portable hard drives because the new Toshiba Satellite L655D-S5050 we purchased was defective;

We had two days of failed attempts to upload our entry for the Toyota Prius Tenth Anniversary Celebration.

Last night we uploaded the video to the Video page of our Face of America website. We call it Bumps on the Road. You can watch it at this address: http://faceofamericawps.com/video/bumps-on-the-road-2/

Without question, this has been one of the most stressful periods in the history of our project. Several times Kitch and I came very close to the edge, but every time we were struggling someone showed up to help us. Often times it was an encouraging note. Sometimes it was a pleasant telephone call or message. Once it was a plant left by a thoughtful friend who wanted to say thank you.

On a recent occasion it was an extraordinary example of customer service we received at Best Buy after we returned the problematic Toshiba Satellite L655D-S5050.

One thing America stands for on its best days is excellent customer service. Sometimes it’s a hidden treasure that is hard to find.

Here are several quotations about customer service and excellence from Tom Peters. Each one applies to someone who helped us find the opportunities that were born during our time of troubles:

Unless you walk out into the unknown, the odds of making a profound difference in your life are pretty low. Thank You, Kitch.

Winners must learn to relish change with the same enthusiasm and energy that we have resisted it in the past. Thank You to everyone who helped us on Rt. 77.

If a window of opportunity appears, don’t pull down the shade. Thank You, Cody Enloe, Walser Rental Company

Integrity may be about little things as much or more than big ones. Thank You, Mark Hudoba, Walser Collision Company.

Excellence comes from human beings doing things of value that customers find memorable. Thank You, Sean McGrath, Eastern Insurance Group

The simple act of paying positive attention to people has a great deal to do with productivity. Thank You, Carmen Slabinski, & Ginger Lauby, State Farm Insurance Company

Life is pretty simple: You do some stuff. Most fails. Some works. You do more of what works. If it works big, others quickly copy it. Then you do something else. The trick is the doing something else. Thank You, Gerry O’Donnell, Motorworld.

If you’re not confused, you’re not paying attention. Thank You, John Quinn, Motorworld.

The magic formula that successful businesses have discovered is to treat customers like guests and employees like people. Thank You, Eric McFarland, Best Buy Inc.

Celebrate what you want to see more of. Thank You, Mark White, Best Buy.

In our opinion, Tony Alessandra said it best: Service always wins the game.

There is another one of my favorite quotations that applies to these 25 days of challenges. It came from the beautiful mind of John Wooden:

You cannot have a perfect day without doing something for someone who will never be able to repay you. Thank You, Mark Bailey.

Until the next time, we hope that all of your stories have happy endings.

Bumps on the Road

FaceofAmericalp2011 — Sat, 14 Aug 2010 15:06:45 +0000

The Accident on Highway 77

FaceofAmericalp2011 — Sat, 31 Jul 2010 14:10:40 +0000

Learning About Life on Highway 77: A Face of America Journey Special Moment

Written by Tony Mussari
Photographs by Kitch Loftus-Mussari
Copyright 2010
Mussari-Loftus Associates, LTD

“If you really want something, go flat out for it.” Dr. Jean Harris, Former Mayor Eden Prairie Minnesota

The words of Dr. Jean Harris, the former mayor of Eden Prairie have special meaning for Kitch and me. For the past seven months we have been traveling across our country searching for the Face of America on its best day. As of today, these are the numbers:

20,000 miles driven in a Toyota Prius;
39 states and 270 cities and towns visited;
300 people interviewed;
56,000 digital pictures recorded.

Unquestionably, this is the experience of a lifetime, and we are going flat out to make the most of it.

There is another quotation from the esteemed former mayor of Eden Prairie that has great meaning for us: “Life is a poker game. You play the hand you are dealt, and you play to win.”

A few days ago on a beautiful July morning just outside Minneapolis, Minnesota, on Rt. 77, we were dealt some cards that will complicate our life for several years to come. Kitch and I were talking about the marvelous experience we had in what Money Magazine calls the best place to live in America, Eden Prairie, Minnesota. It was one of the most magical days of our journey. City officials were welcoming, cooperative and very willing to help us with our project. They graciously accepted the 9/11 National Remembrance flag, and they put it in a display case in the entrance to their City Center Building.

City Manager, Scott Neal, wrote a very thoughtful article about our visit for his blog.

http://edenprairieweblogs.org/scottneal/

During the public forum session of their council meeting, they asked us to speak about our project and our visit to their city. It was a moment like no other, and one we will not soon forget.

Less than 12 hours later, we were on our way to visit Judy Gailbraith, the owner and publisher of Free Spirit Press in Minneapolis, Minnesota. The glow of our visit to Eden Prairie was fresh in our minds, and we were talking about the way were treated with kindness and respect by the City Manager and his administrative assistant and all the people we met in Eden Prairie.

Then it happened.

I looked in the rear view mirror and saw a car speeding toward our Prius.

In what seemed like nanoseconds, we were rear-ended, and in that instant we learned how fragile life can be…how dangerous life on the road can be…how lucky we were to be alive.

There is no need to recount all of the details of that scary moment here. Much more important is the fact that there was no loss of life. There were no arguments about responsibility. There were no angry words, and no moments of contention. During the hours and days that followed the accident, we learned in very real ways how kind, generous and helpful Americans are in times of trouble.

Our experience on Rt. 77 is a classic example of what America is on its best days. Everyone pulled together to make the best of what was a bad situation knowing full well it could have been a disastrous situation.

In the days since the accident, that cooperation has continued, and we are back on the road making our way in a rented Toyota Prius thanks to the kind people at Walser Rental Car and Walser Collision. Wherever we go, the memory of that moment on Rt. 77 goes with us. The help we received from everyone at Walser enabled us to get back on the road. We did not miss an interview. We did not have to change our schedule.

The encouraging notes and calls from friends, family and former students inspired us to keep moving forward. If truth be told, it took us more than a week to answer the beautiful e-mails of friendship and concern we received from people who live in places we have visited during our journey.

Yes, we are much more aware of what can happen on a busy highway during rush hour traffic. Yes, we are anxious when we get behind the wheel of our car. Yes, we are much more cautious when we are driving. Yes, we are worried about the complications that will result from the accident. Our car was declared a total loss, and we are not in a position to replace it.

There are other complications and inconveniences, but there are opportunities as well. We choose to focus on the opportunities.

The day after the accident, we made our way to Mt. Rushmore. Standing at the foot of this monument to what America is on its best days, we were rejuvenated by the majestic images of “the four men on the mountain,” as they are affectionately known here, the 34 people we interviewed during our visit to this iconic memorial, and the captivating evening ceremony that celebrates America and Americans in a beautiful way.

As we continued our journey to Wyoming, Colorado, Nebraska, Iowa, Illinois and Michigan, the faces of Washington, Jefferson, Roosevelt and Lincoln and the beautiful mosaic of America we found at Mt. Rushmore gave us hope, energy and strength.

Dr. Harris is right:

Life is a poker game. You play the hand you are dealt, and you play to win. That doesn’t mean that you’re always going to be successful or always going to make the right decision. You will stumble, and you won’t always make the right decisions. The important thing is to learn from those experiences which don’t always turn out the way you hoped or expected.

Thank You Scott.

Thank you Mark.

Thank you Cody.

Thank You Ginger.

Thank You Carmen.

Thank You Sean.

Thank You Mike.

Thank You Jeff.

Thank You Gerry.

Thank You Dr. Harris.

Thank You Eden Prairie.

Thank You Bloomington.

Thank You America for this incredible opportunity.

Please provide feedback to tmussari@gmail,com

Visiting The Vermont Country Store

FaceofAmericalp2011 — Sat, 10 Jul 2010 18:45:15 +0000

The Vermont Country Store: Our Face of America Journey Continues

By Tony Mussari
Copyright 2010
Mussari-Loftus Associates, LTD

“Every great business is built on friendship.” J.C. Penney

Mix a lot of hard work, a great vision, a commitment to customer service, a quest for excellent products and the creation of an atmosphere that represents so much of what America is on its best days and you have a recipe for the Vermont Country Store.

Located in Weston, Vermont, this country store is a magical place. It is not only the wonderful mix of products, and the genuine country store environment that makes it that way. It is the human connections people have with this store and the people who work here. That’s what makes this place so special.

Over the years Kitch and I have used The Vermont County Store catalogue to purchase items. In fact, the draperies in my room were purchased from the store. As customers, we have never had a bad experience.

The way we look at things, service is an important part of the mosaic of the Face of America on its best days. Therefore, it was only natural that we would try to arrange a visit to this iconic place in Weston.

During our first telephone contact, we were connected to the answering service of Lynda Hilliard, the Assistant to the President & CEO. Our message was received and answered in a very pleasant and encouraging way, and the rest as they say is history.

Following the advice of Tom Peters, Lynda made sure that the shades were not closed on this window of opportunity.

On July 5, at 2:30 p.m., we pulled into the parking lot behind the store. It was one of the hottest days of the summer, but everywhere we looked we saw and heard the sweet sounds of people of all ages having a good time.

There was an elderly couple on a wooden swing smiling and enjoying their ride. There was a couple from Maryland eating ice cream on the porch of the side entrance to the store. A clinical research manager from Vancouver and a surgeon from New York came to experience the fun of the store.

There were people gathered in front of a sign that called attention to a way to conserve energy. It read: Right to Dry.

From the moment we got out of our Prius, we had a good feeling about this place.

The atmosphere inside the store was refreshingly positive and very welcoming.

Every employee we met went out of their way to help us. Every shopper we interviewed inside the store was enthusiastic about the shopping experience and the variety of products available.

The founder of the store, Vrest Orton wanted to build a personal business. He wanted to stock his store with old-fashioned, useful things that are hard to find. He wanted his store to be a genuine country store. He wanted his products to stand the test of time, and he provided his customers with a 100 percent guarantee.

As we walked along the aisles between colorful display tables filled with things that brought back memories of a less complicated time, we felt a sense of belonging and attachment that is difficult to describe. We felt as though we were at home. We felt safe and comfortable and relaxed and joyful. We felt like two kids who were tethered to their parents as they shopped in the Five & Dime of our youth.

We were not alone. Rita Mcgahan, a shopper from Boston, liked the fact that she could touch everything, relax and feel no harassment. She found the employees willing to help her with any question she had. Raymond Farland, a retired IBM employee who lives in Vermont, agreed. He and his wife were attracted to the store by an advertisement in a magazine. It was their first visit, and it lived up to their expectations.

Every employee we talked with told us the store was a fun place to work. They enjoyed meeting the people who visit, and they are trained in customer service. Martha Clarkson, the store manager for this day, put everything into context with this comment: “On the day we are hired, we are told that our number one job is customer service. We want to make sure that the customer is happy. We want to make this the best possible experience for the customer.”

Sandy Reed said it another way: “There’s a lot of stuff that makes it special, but I think the people are number 1. We get to meet a whole bunch of people.”

Imagine that, an employee who is enthusiastic about the people she meets on the job.

We came to Weston, Vermont, and its most celebrated business, The Vermont Country Store, searching for the Face of America on its best days. We found it in the employees who helped us. We found it in the responses of shoppers who were enjoying their shopping experience. We found it in the legacy of Vrest Orton, a man who revitalized his town, preserved its history and built a successful business that is deeply rooted in simplicity and service.

Long before Vrest Orton opened his store in Weston, Marshall Field established 12 principles for retailers to remember. All of these principles are alive and well in The Vermont Country Store. Four of Field’s values are very obvious to anyone who visits this place: “The joy of origination; the dignity of simplicity; the pleasure of working, and the power of kindness.”

There is one other truism attributed to Marshall Field that is the lifeblood of The Vermont Country Store: “Whether right or wrong, the customer is always right.”

Shortly before 7 p.m., as we were driving home, we received a call from a senior executive from the store. He wanted to know if we had a successful visit. He followed that message with another telephone call and two e-mail messges that speak volumes about The Vermont Country Store and its management team. These unexpected acts of kindness give truth to the words of J.C. Penney:“ Every great business is built on friendship.”

You can make recommendations for a Face of America episode by writing to us at tmussari@gmail.com or faceofamericawps@gmail.com

Until the next time, we hope that all of your stories have happy endings.

Kitch and Tony Mussari
Producers
The Face of America Project
www.faceofamericawps.com

Visiting New England on Independence Day

FaceofAmericalp2011 — Mon, 05 Jul 2010 23:45:53 +0000

Visiting New England on Independence Day : Our Face of America Journey Continues

By Tony Mussari
Copyright 2010
Mussari-Loftus Associates, LTD

“Listen to your heart. Try to do what’s right….” Johnny Kelleher

Greetings from Hopkinton, New Hampshire, the quintessential New England town where our Face of America journey continues. Everything about this place speaks to the state motto: “Live Free or Die.” In this town of about 8,000 residents, Independence Day is a family day, a patriotic day, a day of community celebration.

For five months, Justin La Vigne, Hopkinton’s recreation director, Louise Carr, the chair of the recreation committee and a group of public spirited citizens worked together to plan a program that is designed to give happiness, joy and peace to everyone who attends.

The festivities begin outside the town early in the morning when people gather for a 5K Fun Run and a canoe and kayak race. In this part of New Hampshire, kayaking is as popular as cycling. Wherever you go, you see colorful red, purple, green and yellow kayaks carefully secured on top of cars, vans and trucks.

Just before noon, the streets of Hopkinton are closed to traffic, and the children of the town, dressed in patriotic costumes, walk, ride their bicycles, tricycles and big wheels while others are pushed by their parents along Main Street in a delightful tribute to their nation’s birthday.

The Kid’s Parade, as it is known in Hopkinton, is followed by a traditional Independence Day parade that is hosted by the fire department. Fire Chief Richard Schaefer and all of the members of his department and the police department do everything they can to make this a memorable event.

When the last fire truck and emergency vehicle reach the fire department, the parade ends, and everyone makes their way to Houston Fields for Family Fun Day. This is a very picturesque part of the town. It is the place were the city fathers built an impressive library and senior center. It is the place where a magnificent old barn has been preserved. In this part of New Hampshire, preservation is a tradition. It is taken very seriously, and a special fund provides the resources for acquisition of land and property so that the look and feel of this place will be preserved forever.

During the afternoon, volunteers coordinate a variety of contests that are deeply rooted in old fashioned competitions: a pie eating contest, a root beer chugging contest, and a bubble gum blowing contest. The sights and sounds of these competitions are infectious and, at times, boisterous. Justin La Vigne wants people to have fun, to have a good time, to forget their troubles. It’s not about winning. It’s about participating.

In front of the library, an elementary school teacher turned performer, Johnny Kelleher, affectionately known in these parts as Johnny the K, used a collection of hats and a 12 string guitar to entertain and teach values that are central to America on its best days.

When I asked Johnny a question about America he positioned his guitar and he sang these words:

I’m proud to be an American,
where at least I know I’m free.
And I won’t forget the men who died,
who gave that right to me.
And I gladly stand up,
next to you and defend her still today.
‘Cause there ain’t no doubt I love this land,
God bless the USA.

Then, he adjusted his guitar, and he sang these words:

Teaching peace,
All the world around.
You and me,
Every city and every town.
One by one,
In our work and in our play.
We are teaching peace,
By what we do and what we say.

Johnny the K wasn’t the only one thinking about America. Louise Carr shared these thoughts with us shortly after we arrived at Houston Fields:

We have to stop yelling at each other and have a conversation and be willing to agree to disagree on our points of view.

People think it has to be one way or the other, and it doesn’t. There is always a compromise, and if there isn’t, you have to agree to disagree and not take it personally. People take things personally way too much, and you just have to understand that it is just not personal. It just is an opinion and we should move on and become friends.

Raymond Oberst, a 92-year-old World War II veteran, put it this way:

I love being an American because we have the freedoms that a lot of countries don’t have any more…It’s the freedom we have in our constitution that gives us the right to speak and worship… and protection against violent leaders like the ones in Europe during the war.

Paul Jacques, a photographer covering the event, used 10 words to describe his feelings:

“Being an American is then greatest joy in the world.”

Paul knows that the price of freedom is not free. His son served two tours of duty in Afghanistan.

When Efner Holmes thinks about her country on its birthday, she paints a picture with these words: independence, compassion and generosity. Her husband, Peter, focuses on the resilience of America. “When things go bad,” he said, “that brings out the best in all of us.”

July 4, 2010 was a day of parades, flags and many celebrations in Hopkinton, New Hampshire. In some ways, it was a day of great exuberance and noise, but underneath the public demonstration of affection for America on its 234th birthday people were very much aware of the rights and responsibilities that make America what it is. They were listening to their hearts and trying to do what is right.

Walt Whitman was right. The genius of the United States is not best or most in its executives or legislatures, nor in its ambassadors, or authors or colleges, or churches, or parlors, nor even in its newspapers or investors, but always most in the common people.

Until the next time we hope that all of your stories have happy endings.

You can make recommendations for a Face of America episode by writing to us at tmussari@gmail.com or faceofamericawps@gmail.com

Kitch and Tony Mussari
Producers
The Face of America Project
www.faceofamericawps.com

10 Things I Learned About the Power of Good

FaceofAmericalp2011 — Tue, 29 Jun 2010 01:50:06 +0000

10 Things I Learned About the Power of Good from Dr. Stephen Post

By Tony Mussari
Copyright 2010
Mussari-Loftus Associates, LTD
The Face of America Project
www.faceofamericawps.com

It is good to be good and science says so. Dr Stephen Post

Our Face of America Journey took us to the Stony Brook University Medical Center for an interview with Dr, Stephen Post, The author of Why Good Things Happen To good People.

Dr. Post is the director of the Center for Medical Humanities, Compassionate Care and Bioethics. More than anyone in our country, Dr. Post knows what the pursuit of happiness is all about.

These are ten things I learned about the pursuit of happiness during our interview:

1.Thinking about others, not just living for self does make us happy.

2. People who give generously, generally speaking, live happier, healthier and longer lives.

3. We Americans should always think of ourselves as teachers of caring for others.

4. America is a land of the free, but it is also the land of the good.

5. In 1936, people were slightly happier than they are today. In 1960, people were slightly happier than they are today.

6. People have more today, but we are not happier

7. To be happy, Americans must learn when enough is enough.

8. The key to happiness is contributing to the lives of others, a simplistic thoughtfulness and moral integrity.

9. We need to learn more about how we can nurture the best in America: hope, love, joy faith, courage, nobility of purpose, awe, wonder, and gratitude.

10.No matter how difficult life can be, never give up on the power of love. It is the one thing that can carry us through the difficult times.

America is one of the few countries on the planet that guarantees its citizens the right to pursue happiness. According to Dr. Post, give and you will be happy, give and you will be healthy, give and you will live longer, give and you will fulfill the promise of America.

Now that’s a beautiful thought for every day.

Please provide feedback to: tmussari@gmail.com

Elisa Nelson: A Woman of Kindness

FaceofAmericalp2011 — Tue, 29 Jun 2010 01:35:24 +0000

A Woman of Kindness: A Face of America Commentary

By Tony Mussari
Copyright 2010
Mussari-Loftus Associates, LTD
The Face of America Project
www.faceofamericawps.com

Giving is the most powerful force on the planet. Dr Stephen Post

I saw the face of America today in a place of great learning.

I saw the face of America today in a place of compassionate healing.

I saw he face of America today in a place where hope is as therapeutic as medicine.

Shortly after we arrived at the Stony Brook University Medical Center, Elisa Nelson greeted us with a smile. She made us feel welcome. She made us feel at home. She made us feel like we were members of the family.

She did this with actions, not words. She did this with a generosity of spirit that is nothing sort of inspirational.

This beautiful Face of America was born in Cuba. In 1970, Elisa came to America with her parents who wanted freedom and opportunity.

During the challenging years of adjustment and transition, life was not easy, and sometimes life was not kind.

Shortly after her arrival here, her father left for California. He never returned.

Working together, mother and daughter made the most of the opportunities their new country afforded them.

Today, this woman of opportunity gives life to the words of Dr. Stephen Post the author of Why Good Things Happen to Good People.

Both are employed at the Center for Medical Humanities, Compassionate Care and Bioethics. Stephen is the Director, Elisa is his administrative assistant.

Stephen’s research is based on the premise “that for your own happiness and fulfillment it really is good to be good and science says so.”

To prove this, he need only look to the woman who occupies then office next door, Elisa Nelson.

She is a giver, a helper, a doer of good deeds.

In the time we were at the medical center, she helped us find a location for our shoot. She helped us fix a problem with our tripod. She saw to it that we had a quiet place for our interview. She made coffee for us. She introduced us to other staff members. She willingly shared her story with us. She volunteered to stamp our parking ticket. She took us to the cafeteria for a bite to eat, and she walked with us to the parking garage where we exchanged warm farewells.

Elisa is proactive, thoughtful and helpful in all the ways that matter. She is a woman of grace, dignity and humility who has mastered the art of selfless giving to others. Her face of America is one we will never forget.

Please provide feedback to: tmussari@gmail.com

Father’s Day: A Face of America Commentary

FaceofAmericalp2011 — Sun, 20 Jun 2010 09:41:24 +0000

Father’s Day 2010: A Face of America Commentary

By Tony Mussari
Copyright 2010
Mussari-Loftus Associates, LTD
The Face of America Project
www.faceofamericawps.com

This Father’s Day, my heart and soul will be owned by a father who lives a painful truth of fatherhood every day of the week.

There is something in the heart of a father that causes him to love, nurture and protect his child. It’s both similar and different from a mother’s love.

There is something the heart of a father that causes him to dream big dreams for his child.

There is something in the heart of a father that causes him to smile every time he thinks about his child.

There is something in the heart of a father that enables him to endure all of the hardships, pain and complication that goes with raising a child.

A father’s gift is deeply rooted in his thoughts about a thousand tomorrows of opportunity for his child, not himself. He dreams about a thousand family moments spent in celebrating the milestones in his child’s life.

A father’s heart is made of hope, understanding, support and forgiveness. No inconvenience is too much and no transgression is too great, because a father’s heart is a giving heart that thinks of the child’s needs first, last and always.

There are times, of course, when these needs demand that a father say no and mean it: no smoking, no drinking, no drugs, no gambling, no disrespect, no irresponsibility, and no recklessness. Every father knows the litany: no transgressions of the heart or soul that would damage the innocence and goodness of the child.

In a father’s mind, the goodness of the child always comes first.

In a father’s heart, the story about the child is always tomorrow’s story of accomplishment, fulfillment, happiness and success. Fathers don’t think about failure, unhappiness, and dislocation for their children. They do everything in their power to guarantee potential fulfilled.

On this Father’s Day, my heart and mind will be owned by a father whose heart is shattered, a father whose heart is heavy, and a father whose heart is noble.

On this Father’s Day, my heart will be with Daniel Perez, a big man with a beautiful heart that will always be broken because his child gave her life in the service of her country. She was 23-years old. She died in a place few of us could find on a map, in acountry filled with fathers with broken hearts and broken dreams.

On this Father’s Day, my prayer is for Daniel Perez and all the fathers of our country and the world who sit in houses with empty rooms, empty chairs and an empty future of broken dreams and unfulfilled promise. For them, the words painted by a child on a tile I found on a wall of tributes say it all. “Hope is Stronger than Death.”

Ironically, this tile is part of the People’s Memorial to the Heroes of Flight 93 in Shanksville, PA, a place where fathers come to celebrate heroic death and the promise of life after death. That’s what keeps the memory of 2nd Lt. Emily Perez alive and the Daniel Perezes of the world moving forward in honor of the children they have lost.

Thomas Merton was right:

Death is someone you see very clearly with eyes in the center of your heart: eyes that see not by reacting to light, but by reacting to a kind of chill from within the marrow of your own life.

Please provide feedback to: tmussari@gmail.com

Engaging in the Work the Soul Must Have

FaceofAmericalp2011 — Sun, 06 Jun 2010 23:53:36 +0000

Engaging in the Work the Soul Must Have: A Face of America Commentary

Written by Tony Mussari
Photographs by Kitch Loftus-Mussari
Copyright 2010
The Face of America Project
Mussari-Loftus Associates, LTD

It was a beautiful Saturday afternoon when Kitch and I got into our Prius to drive to Misericordia University for the dedication of the Sister Regina Kelly Shakespeare Garden.

Sister Regina Kelly was a teacher, an administrator, a writer and a public speaker with a message. Her message was aptly described by the person who made the dream of a garden of Shakespeare delights come true, Dr. Agnes Cardoni.

For six years, Dr. Cardoni was relentless in the pursuit of her dream. She used these prophetic words of her mentor, Sister Regina, to help everyone understand her motive: “This is about putting yourself up against a standard of excellence and seeing how you measure up.”

On this day, the dream and the reality proved both the power and the wisdom of Sister Regina’s words spoken to her 19-year-old student, Agnes Cardoni, all those years ago

On this day, words spoken by others would affirm and celebrate the work of Dr. Cardoni on behalf of her teacher, the students of this university and the venerable Sisters of Mercy who breathe light into the minds of the students they teach.

This is a proud moment for the university and another indication that the school is moving in a positive direction, said Sandy Insalaco, former Chairman of the Board of Trustees and board member. Then, he quoted then words of his predecessor: “Misericordia University is a place that takes good people and makes them better.”

Sue Helwig helped raise the money for the tribute to Sister Regina. She shared this beautiful thought: This is a very special day, and I am proud to be an American working at this school because it serves people and it makes their dreams come true.

Michael MacDowell, the president of Misericordia University, was beaming when he interpreted Sister Regina’s service to others as an essential American characteristic. For MacDowell, an academically trained historian, service to others is what America is all about on its best days.

Michael Dunn, Regina’s nephew, saw this day as a snapshot of another fundamental American reality. He put it this way, “Things like this can happen in America because education is honored and supported.”

Mary Elizabeth O’Connor, a 1960 graduate of what was then College Misericordia, summarized the day when she said: “It is about freedom, clean air, friends, education in a free society and an opportunity to move your life in a positive direction.

Walter Chamberlain, the person who designed the garden, was happy everything went well, and he was pleased to see everything in bloom.

For Agnes Cardoni, it was everything she hoped and dreamed it would be, a beautiful day in a beautiful garden. It was an opportunity for beautiful people to share positive thoughts about the teacher and friend who transformed her life and the university that made it possible for her to understand that it is desirable, possible and essential to live a balanced life of enjoyable work and enjoyable leisure time.

Near the end of her speech, Dr. Cardoni used the insightful words of Alice Walker to make her most important point. When describing her mother working in her garden, Walker wrote: “She engaged in work her soul must have.”

On this day of dedication, I saw the Face of America everywhere I looked. It was the proud face of family members. It was the satisfied face of garden club members who volunteer to take care of this garden. It was the thankful face of members of the university community who were grateful for the contributions that financed this project. It was the affirming and joyful face of guests who gathered here to celebrate this accomplishment.

On this day, in this place of learning, mercy, service, justice and hospitality we experienced the work our souls and our country must have, and that’s a beautiful thought for every day.

Please provide feedback to: tmussari@gmail.com

Lessons From Our Face of America Journey

FaceofAmericalp2011 — Fri, 04 Jun 2010 02:53:28 +0000

30 Things Every High School Student Should Know: Lessons from Our Face of America Journey

By Tony Mussari
Copyright 2010
Mussari Loftus Associates, LTD

This is the time of year when thousands of students will walk onto the stage to accept their high school diplomas. It is one of the most important events in the life a teenager. It is a moment of pride for parents, teachers, administrators and school board members.

Those of us who sit in the audience to celebrate these events often wonder how prepared graduates are for the bumps on the road of life.

As my wife and I travel the country searching for the Face of America we have an opportunity to talk with people from all walks of life. Often times we ask them this question: “If you were asked to speak at a high school graduation what would you say to the graduates? Another variation of the question goes like this: “What do you think high school graduates should know when they graduate.”

What follows here is a list of some of the things we have heard and recorded during our journey.

It is not offered as an alternative curriculum. It is not an attempt to replace the traditional subjects that educators use to measure literacy.

On the contrary, it is what one might call “value added.”

For the past nine months I have been a visiting teacher at North Plainfield High School in North Plainfield, New Jersey. I had the opportunity to visit with students at the historic Central High School in Little Rock, Arkansas.

The memories of the precious moments I shared with students, teachers and administrators in North Plainfield give me a reason to record these thoughts. They are intended to reinforce many of the things the students I met learned in their classes, in the hallways, during their club meetings and athletic events.

I believe these are some of the things that will help students to formulate a philosophy of life and a definition of success that will give them inner peace and happiness.

1. Know the Constitution.
2. Know how to balance a checkbook.
3. Know how to find information.
4. Know what is going on around you.
5. Know how to say thank you.
6. Know how to be responsible.
7. Know how to be proactive.
8. Know how to differentiate yourself.
9. Know how to be independent.
10. Know how to be on time.
11. Know how to establish reasonable expectations.
12. Know that leadership begins with teamwork.
13. Know how to be considerate.
14. Know how to be kind.
15. Know how to be generous with your talents.
16. Know how to be thoughtful.
17. Know the importance of protecting your good name.
18. Know how to take care of your heart.
19. Know the value of these five words: “How can I help you?”
20. Know how to be a dream weaver.
21. Know the power of a sense of humor.
22. Know how to build a prayer life.
23. Know how to own up for your mistakes.
24. Know the power of a sincere apology.
25. Know how to reach out for help.
26. Know the power of perception.
27. Know that a free society is a place where it is safe to be unpopular.
28. Know that money, power, and fame do not guarantee happiness.
29. Know that service to others will give you the most joyful kind of happiness you will ever experience.
30. Know that America is a beautiful place, and it is your job to keep it that way.

I believe the great American humorist, Will Rogers, got it right when he said: “If you want to be successful, it’s just this simple. Know what you are doing. Love what you are doing. And believe in what you are doing.”

Another important element was best described in seven words by Coach Jim Valvano: “Don’t give up, don’t ever give up.”

From my heart to your heart, congratulations, and may good fortune always be your friend.

Please provide feedback to: tmussari@gmail.com

Life Lessons From Greg Mortenson’s Three Cups of Tea

FaceofAmericalp2011 — Sat, 15 May 2010 18:42:51 +0000

25 Life Lessons From Greg Mortenson’s Three Cups of Tea

By Tony Mussari
Copyright 2010
Mussari-Loftus Associates, LTD
The Face of America Project

I came late to the banquet that is Greg Mortenson’s Three Cups of Tea.

That is my misfortune.

Once I started reading this inspirational masterpiece, I could not put it down. This is one book that will stand the test of time, just like Mortenson has withstood every imaginable challenge on the road to fulfilling his dream.

In so many ways and for so many different reasons, this is a book that everyone should read. It is a book of beautiful words, beautiful thoughts and beautiful deeds. It is a story about beautiful, courageous, determined and thoughtful people.

Here are some of the things I learned about life from my first cup of tea with Greg Mortenson and David Oliver Relin:

1. All is temporary…the sky outlives everything, even suffering;
2. Forget divide and conquer. Live unite and conquer;
3. Deliver on your promises;
4. Make no demands;
5. Never tell a lie;
6. Remember your friends;
7. When you lose your way, reach out to a teacher or elder for help;
8. You can’t know what people need unless you ask them;
9. The enemy is ignorance. When we increase literacy, we decrease tensions;
10. There are some answers you cannot find in print;
11. Slow down, build lasting relationships;
12. Build relationships that will draw people into the modern world with education and micro loans for business;
13. The true measure of a nation’s success is not GNP, but Gross National Happiness;
14. Cultivate the virtue of patience.
15. The people of Korphe have been here without a school for 600 years. What is one winter more? Haija Ali
16. There is more than one path to the future;
17. There is much we can learn from other countries;
18. When it is dark, you can see the stars;
19. Sometimes to be human you must take sides;
20. Education is like water. It is important for everything in life;
21. Wealthy people are not easily pried away from their fortunes;
22. Live a life of compassion in action, not talk;
23. When you are young, you don’t know what you don’t know;
24. Americans are the most kind people for us. They are the only people who care to help us. Fatima Batool;
25. If you believe in yourself, you can accomplish anything.

One other thing I learned from Mortenson’s book belongs in a class by itself. It is one of his favorite quotations, and, in my opinion, it is a portrait of the heart and soul of this teacher, this builder of dreams, this builder of schools, this builder of peace and prosperity for the children of Afghanistan and Pakistan, this Face of America on its best days.

“What we are trying to do may be just a drop in the ocean. But that ocean would be less because of that missing drop.” Mother Teresa

Until the next time, Kitch and I hope that all your stories have happy endings.

Please provide feedback to:
tmussari@gmail.com

Dream Weaving in North Plainfield, New Jersey

FaceofAmericalp2011 — Sun, 02 May 2010 02:21:30 +0000

Dream Weaving in North Plainfield, New Jersey: A Face of America Magic Moment

By Tony Mussari
Copyright 2010
The Face of America Project
Mussari-Loftus Associates, LTD
Photographs of World War II courtesy of Wikimedia Commons

I’ve just closed my eyes again
Climbed aboard the dream weaver train
Driver take away my worries of today
And leave tomorrow behind
Gary Wright

The Seeds of our face of America project were planted at the 20 yard line during a high school football game in North Plainfield, NJ.

It was a cold, October evening in a place Kitch and I had never been before. It was our first visit to a place that would become our second home. It was an experience we never expected, and one we will never forget.

Watching the cheerleaders on the sidelines, the football players on the field and the students and their parents in the stands through the viewfinder of my camera, I saw an image that spoke to my head and my heart. The message was simple, direct and oh, so beautiful.

These youngsters and thousands like them all over the country will determine what America will become in the next 20 years. It was a hopeful image, an inspirational image, a refreshing image of cooperation, teamwork, dreams and joy. It was a portrait of diversity at its very best.

I was watching the face of America tomorrow, today.

It was a compelling and powerful image. It made me want to look deeper into the heart and soul of this school, and the people who call it home. I have been doing just that for the past seven months, and it has been one of the best experiences of my life.

This week I returned to North Plainfield without my video camera. For most of the morning, I was a teacher again working with the students in Mary Beth Windsor’s social studies class. These students are bright, eager, genuine, and attentive. There is an earnestness and a refreshing goodness about them. They are genuine. I like them. I feel good around them. I want to help them in any way I can.

On this Wednesday morning, we talked about the Battle of Kasserine Pass. I wanted them to know that the first major battle of World War II was a significant failure for the allies, 10,000 casualties, and more than 2,000 deaths. It was a metaphor for the war and a metaphor for life.

The loss caused General Dwight Eisenhower to reassess everything about his command structure. It paved the way for the emergence of leaders like Omar Bradley and George Patton, and it provided a little known journalist from Indiana, Ernie Pyle, with the raw material he needed to develop the image that is most associated with the Army in this Great War, GI Joe.

In another attempt to discuss failure as an important part of the journey to success, I introduced the students to Greg Mortenson and the first chapter in his book, Three Cups of Tea. This is a book about a war that is much different from the one my uncles fought. The first chapter is about failure, and yes, it enabled me to introduce two quotations that were spawned during World War II:

“Success is not final. Failure is not fatal. It’s the courage to continue that counts.” Winston Churchill

“If a man does his best what else is there.” General George Patton.

Unfortunately, the generals commanding their troops at Kasserine in 1942 did not do their best. We were not adequately prepared or equipped to take on Field Marshall Rommel and win.

Fortunately, we had a Supreme Allied Commander like General Eisenhower who applied Henry’s Ford’s famous quotation to learn the lessons of Kasserine and make sure they were not repeated:

“Failure is simply an opportunity to begin again more intelligently.”

The last part of the class was devoted to an exercise about hopes and dreams. I like to do this whenever I have an opportunity to work with students.

For me, “Dream Weaving” is a simple and direct set of three questions that are presented in a nonthreatening way to students who are willing to participate and take ownership of their hopes and dreams. It is designed to get students thinking about the thousands of tomorrows they will face after high school and the challenges and opportunities that will come with every step they take. It is an attempt to concretize the words of Walt Disney:

“If you can dream it, you can do it.”

On this day, the “Dream Weaving” exercise was so successful I asked the students to record their thoughts on paper before they left the classroom. Here are some of their responses:

“I dream of becoming a forensic psychiatrist. I want to inspire and help others.”

“I want to become a psychologist because I want to help others overcome their struggles.”

“I hope to have a big family with a caring and loving husband. I dream to become a registered nurse. I adore babies and hope to work in the maternity section.”

“My dream is to successfully complete high school and to go to a good college…I want to become a physician’s assistant.”

“I dream of becoming a soccer player, and maybe one day in the future I can help others achieve their goals and also support the poor. I have many fears, but I always keep my head up and trust God.”

“I dream to become a game designer. I fear that I will not take it seriously. What I think I should do is adjust my attitude.”

“I dream of becoming a nurse. I worry about being accepted. I worry about having the money to pay for college.”

“My dream is to be a firefighter. I would love to play college football if given the chance…I am going to stay healthy, safe and do well in school.”

“I hope to become an architect. I will succeed…if I try my hardest and not give up. I will not let anything come in my way.”

“I hope to become a doctor’s assistant…to graduate from high school…to achieve without failing. I will work hard… find help when I know I need it…always do my best and believe in myself.”

“My hope it to succeed in becoming an art therapist for children. I want to help them express the things that they can’t…I know that college and graduating will be a challenge for me, but it is a challenge I am willing to accept and beat to get towards my dream.”

“My dream is to become a fashion therapist. My fear is people not believing in me.”

“I would like to be a mechanical engineer. I fear that I might not be able to afford college and not go into what I enjoy doing.”

“I dream of becoming a video game programmer. I worry about getting the money to go to college.”

“I dream of becoming a social worker. I worry that it might get too hard to achieve what I need to in order to become a social worker.”

“My hopes and dreams are to open up my own car shop. I want to have a great family and provide my kids with everything they want.”

“I want to raise $100.00 to donate to the animal shelter. I want to be a speed skater. I want to be an ASL translator. I want to be a special Ed teacher. I want to go and find my family.”

“I want to become a social worker. I fear that I won’t be a good mom…I won’t finish high school…I won’t go to college…I fear of being like the rest.”

Two students did not have a specific dream, but the words they used to describe their dreams touched my heart in a special way.

“I hope to make a difference and help people succeed in life.“

“I want to make all those who helped me proud and give back to them….I want to make the people who were there for me proud.”

If ever there was a blueprint of what America can be on its best days, this is it. The dreams of our children will determine what our country will be in the next generation. If the dreams of these students come true, we are going to be just fine, thank you.

Gary Wright was right: “Dreams can get us through the night. Dreams can help us reach the morning light.”

To paraphrase a famous line from a famous teacher:

“There’s more to education than notes on a page. It’s all about dreaming, and the discipline, sacrifice and work to make dreams become realities.”

Thank You, Mary Beth Windsor.

Thank You, Skip Pulcrano.

Thank You, beautiful Faces of America, I hope that all your dreams come true.

Until the next time, Kitch and I hope that all your stories have happy endings.

Please provide feedback to:
tmussari@gmail.com

Greg Mortenson: A Face of America Commentary

FaceofAmericalp2011 — Mon, 26 Apr 2010 21:45:46 +0000

Greg Mortenson: A Face of America Commentary

By Tony Mussari
Copyright 2010
The Face of America Project
Mussari-Loftus Associates, LTD

The seats in the Kirby Theater are empty. The room is dark, the books, pictures, graphics and all the other external trappings of Greg Mortenson’s visit are packed away. The letters on the marquis announce another event, but the memory of this magical moment will forever be recorded in the hearts and souls of the 1,800 people who filled the Kirby Center for the Performing Arts on Sunday last.

Among those memories are ten statements and five quotations that, if applied, can change our world for the better:

Use books not bullets to bring peace to our world;
Harness the power in the wisdom of grandparents and elders;
Get youngsters unplugged from their digital devices;
Get youngsters into playgrounds with their friends where they can be children again;
Harness the power of a penny;
Understand that when girls are educated they build communities;
Don’t be afraid to fail;
Trust and believe that our children will make a difference in the world for the good of humanity;
Celebrate our constitutional right to happiness, and export it throughout the world;
Listen more, have respect and build relationships.

On the dark days of adversity and challenge, when nothing seems to work, remember these quotations that kept this passionate man moving forward:

‘When it is dark, you can see the stars.”

“The greatness of America is in its diversity.”

“People can be empowered to control their own destiny.”

‘There is a big difference between helping and empowering.”

“You cannot plug in democracy in a country like Afghanistan; you must build it with the help of elders and the education of children.”

Greg Mortenson has been celebrated in many ways with many different words of praise, but nowhere have I found the word that in my mind’s eye best describes this good and decent man from Montana, this force for change, this living monument to determination, this giver of the gift of hope, this builder of schools for the dispossessed, this beautiful Face of America.

I watched him carefully before, during and after dinner at Wilkes University. I listened intently to his words at the 29th Annual Max Rosen Lecture Series in Law and Humanities, and I took copious notes during his presentation at the Kirby.

For me, the word that best describes Greg Mortenson is teacher.

Teacher in the academic sense, we are all his students.

Teacher in the human sense, he fills our hearts with hope.

Teacher in the biblical sense, he sanctifies the places he visits with the good news of education, enlightenment, equality and enrichment.

If you spend an evening with Greg Mortenson, you can not help but become a better person, a more thoughtful person, a better citizen of the world and a better American.

The price of admission to Mortenson’s classroom is a caring heart.

The consequence of participating in his classroom is a belief that tomorrow can be better than today.

The benefit of implementing what he teaches is peace and progress for everyone.

It doesn’t get any better than that in any classroom anywhere in the world.

I saw the face of America today. It belongs to a big man, with a big heart who is not afraid to go where his heart leads him.

May your journey continue. May your dreams be fulfilled, and may we realize that you are doing more than building schools in some of the most remote and dangerous neighborhoods on this planet.

You and your work give witness to the heart and soul of America on its very best days.

Please provide feedback to:
tmussari@gmail.com