Pocket Vetoes Can Make You Crabby

September 19, 2014 6 Comments
Industry expert Allen F. Weitzel spent 45 seasons in the recreation field and was most recently safety and training manager at a California amusement park.

Industry expert Allen F. Weitzel spent 45 seasons in the recreation field and was most recently safety and training manager at a California amusement park.

By Allen F. Weitzel

My first amusement park assignment was at a western park in California.  I learned many lessons as my management experience grew, one involving the power of employee pocket vetoes.

Pocket Veto Distinctions

A pocket veto is a way for an employee to disagree with or fails to complete a specific directive from a supervisor.  Often times, an employee will stall in carrying out a directive. The employee may alter the directive and change the way the task is done which could also change the result.  When confronted, they claim the boss was unclear about how to do the task.  Another scenario is for the employee to delegate the task to other employees, and suggest changes to the original order or provide no instructions so the employee doing the task makes their own changes.  Some employees twist words and make the directive appear inappropriate or dangerous; then complain to upper management or the HR department.  And, of course, some ignore the directive and hope they do not get caught or the boss forgets about the delegated task.

Getting Crabby

At one industry convention, our general manager became excited about a live Hermit Crab retail program.  Since our park had a water element, the GM thought that Hermit Crab sales to our guests had potential.  The initial order of Hermit Crabs came complete with point of purchase material and displays to house the critters.  When our order was delivered, we set up the display in our highest volume store, knowing that these critters required special care.  We had to feed them and clean their display daily.  After a few days, it was clear that the crabs were not selling.  We decided that a more rustic atmosphere might help the crab sales, so we moved the display and critters to a store located near the park’s lake.  At first, the crabs did not sell at this new location, so I reported to the GM that the ‘Experimental Crab Sale Program’ had faltered.  He told me to try one more time, so we ordered more crabs.  Our park did not have electronic point of purchase tracking systems, which would have tracked the sales of the product sold and kept an inventory.  We used a manual system to track inventory and sales.

After about 10 days into our second crab order, we noticed an increase in the number crabs being sold (or so we thought).  Many crabs were cycling through our inventory.  At the end of five weeks, we noticed a decline in sales. We were also nearing the end of the summer season, and we wanted to reduce our inventory.  Due to the sales slowdown and the winter approaching, we did not reorder any crabs.

The Telltale Sign

Years after that park had closed permanently, I learned from former employees why we had an increase in the perceived sales of Hermit Crabs, the second time around.  We had a female employee working at our lakeside store who felt sorry for the lonely, cooped up crabs.  So, she was regularly releasing them into the park’s lake; a few every night.  It also came to light that the second slow down in the sales of crabs, at the end of the summer, was not due to sales decline, but to the fact that our concerned employee had quit working at the park to return to school, and no other employee was releasing crabs into the lake.  Our employee pocket vetoed the original directives that were in place for sales and inventory tracking.

Solutions To The problem

Check on the employee doing the task to learn how trustworthy the employee is, but do not be a micro-manager.  Advise employees to talk through the task and cite their concerns when a task is assigned.  Encourage questions while the task is being executed – be open to change.  Make employees aware of the consequences of altering a task.  Tell the employee the reasons for the task and the desired results.  Reward for tasks well done.  If employee has a tendency to pocket veto or negatively question tasks, cover it in their performance reviews.  When possible, make the employee a partner in the task and reward if it is being done well.  Provide cause and effect and ‘big picture’ discussions with the staff about the downside of any pocket vetoes. All tasks should be equally important as far as the rules governing pocket vetoes.

Moral

So the moral of this tale is that no matter how good or bad your sales are, management may not always know the full story until it is too late.  Never underestimate what employees are doing when you are not watching.

(Blog Editor Allen F. Weitzel has been a trailblazer in the recreation field for 45 seasons, most recently leading the safety and training department at a California amusement park for 25 seasons.)

Back
6 Comments to “Pocket Vetoes Can Make You Crabby”
  1. Great lesson learned, “inspect what you expect”… a lesson I learned from the author of this articale, one of the best managers a young employee could ever work for.

    • Dear Mike, Trainers can only do good work if and when the employees welcome the training and use the info. It takes good employees and managers working together to produce good work. I’ve had my share of employees who would challenge directives even when things were going their way. It can’t be a one-way street. Overall, though, I’ve mostly had great employees. Thanks for reading and for the kind words. Best, -Allen

  2. Paul Warren says:

    Dear Mr. Weitzel:

    Now, on the surface, that’s a funny story.

    I’m glad that you’re back writing blogs. I’ve missed you for a
    couple of months, and was hoping that you hadn’t taken ill.
    In my years in the business, I too, have experienced similar
    situations, not only by line employees but by managers and
    staff. You’re point of bringing them into the decision making
    process makes a lot of sense.

    Continued good wishes. I enjoy your lessons, stories, and
    experiences. Cordially, Paul Warren…Fun-Time Adventures.

    • Dear Paul, It wasn’t funny at the time. No one likes losing inventory. The other downside is that the employee, who released the critters into the lake, was protected in her secret by fellow employees until long after management could do anything about it. Managers need to strive to have their own pipeline as to what is going on at the employee/guest level. Many lessons can be learned from the crab caper. The goal, though not always attainable, is to have both employees and management trust and respect each other. Thanks for following our TAP blog program. Best, -Allen

  3. barbara Carmichael says:

    Excellent article. And the comment “Never underestimate what employees are doing when you are not watching” is so true. In my career of 40 some years, I have been very fortunate to have many fabulous employees. Twice in my career I had employees I truly relied upon who totally fooled me. I trusted these people to get the job done as directed, and that did occur (for a while). Then for whatever reasons I discovered that they had changed their work habits, or perhaps were going through personal issues, and I learned that not only were they not doing the job well, sometimes they did not do it at all. I learned that a mini-audit of the work of ALL employees is needed to be certain the good ones had not changed their work habits.

    • Barbara, Thanks for checking in and for your observations. Yep, there is a lot to be said for the mini-audits. Many times employees do not understand why it is needed. They do not understand that other employees can mess things up for the rest of the crew, and create a need for a more watchful eye. The hard part is mastering the delicate balance between a mini-audit and micro-managing. I, too, had a couple of employees who worked hard to perfect the pocket veto, when I had devoted a great deal of effort toward their success. Thanks, as always, for your support of TAP Mag and our blogs. Best regards, Allen

Sponsors

Klopp International, Inc. (Playmeter)

Quality coin counters and sorters.

Master Pitching Machine

Batting cages and pitching machines.

Lazer Runner

Laser Tag Systems

Brunswick Bowling

Entertainment bowling center developer and manufacturer of bowling equipment and entertainment products.

Belson Manufacturing Co.

Park and recreation outdoor furniture and equipment.

Challenger Industries

Sports surfaces, carpets and mini-golf surfaces.

Castle Golf, Inc.

Planning, design and construction of miniature golf courses and family fun parks.

Harris Miniature Golf Course

Design and construction of miniature golf courses and water rides.

Adventure Golf

Miniature golf courses, consultants, architecture and design.

Cost of Wisconson

Creators of simulated environments, duplicate structures, sculpted figures, exhibits, water features, mini-golf and more.

Hoffman Mint

Tokens, medals, coins and key tags.

Max Flight

Manufactures interactive virtual reality motion-platform game systems including networkable flight and roller coaster simulators.

U.S. Bowling

Award-winning independent company brings bowling to your venue.

Wells Fargo

Commercial insurance for inflatables and event planners.

Namco

Namco America is a premier manufacturer of coin-op arcade attractions, ranging from the hottest titles like Crazy Typhoon and Jumpin’ Jackpot to classic game-room experiences such as the Pac-Man 25th Anniversary upright that features Pac-Man, Ms. Pac-Man and Galaga. Specialized pieces such as Wonka Sweetland and Flamin Finger are favorites too! For arcade gaming fun, Namco America is your answer.

Center Edge Software

Facility Management Software Solutions

Sacoa

Designed and manufactures PlayCard, the rechargeable debit card system.

Penny Press

Penny souvenir machine, great for parks, FECs, bowling and skating centers, museums and tourist attractions.

National Rock & Sculpture

Dedicated to the conceptual design and development of themed environments.

Water Wars (T&D Enterprises of Brainerd)

Water Wars water balloon game, portable or startionary.

Xtreme Inflatables

Repair and service for all inflatable products.

See Coast Manufacturing Co., Inc.

Coin-operated binoculars and telescopes.

American Changer

Bill and coin dispensers and counters, ticket machines and more.

A’maze Ventures, Inc.

Mazes for every location, new and used.

Comstock – Castle Stove

Commercial cooking equipment.

Tarobots

Boxerjocks robotic boxing amusement ride game attraction.

Art Attack

Theming, miniature golf, parade floats, 3D props, air-brushed murals, signage and art panels.

Sureshot Redemption

One-stop source for prize redemption counters at entertainment centers.

Store on Wheels

Importer and distributor of quality toys, lighting and novelties. Cater to the amusement, retail and entertainment industries.

GloCones

Flashing cotton candy cones.

Empex Water Toys

Aquatons Water Toys

Knight Equipment

Drive cables for ferris wheels, Tilt-A-Whirls, Rock-O-Planes and many others.

Kay Park Recreations Corp.

Picnic tables, grills, park benches, planters, trash containers and more.

Laser Star

Laser shooting galleries, laser tag, dark ride target systems, overhead target ranges.

Jane Farrell Turf and Carpets, Inc.

Commercial carpet, printed and decorative patterns, loop and cut-pile construction. Wall coverings in fluorescents, Class A fire rated. Colored turf, both traditional and neon colors.

Thomco Insurance (Fun Pro)

Fun Pro is an insurance program especially designed for party planners and party rental businesses.

Chestnut Identity Apparel

Uniform supply, embroidered apparel and flag manufacturing.

Tokens Direct

A wide variety of tokens.

Embed

Provides innovative IT products and services with a primary focus on card-based solutions and database applications for the leisure and retail industries.

Coast to Coast

Coin-operated entertainment, crane machines.

Lil Orbits Inc.

Food equipment, donut machines and vendor carts.

Quik N\’ Crispy (QNC)

Quik n’ Crispy greaseless fryer.

Flagship Carpet

Custom carpets and rugs.

Family Fun Corp.

Waterpark walls for rivers, bumper boat and splash down pools.

Enchanted Castle Studios

Fiberglass statuary and figures for restaurants, mini-golf, theme parks and other attractions.

Poly Products

Tables, benches and related products. Green products for a green world.

Amusement Entertainment Management (AEM)

Premier entertainment consultants.

Spectrum
Extreme Engineering
Funovation
Premier Polysteel
Rebound Unlimted, Inc.
Embed
LAI
American Conference