We get a lot of compliments about the aesthetics at Big Rock Valley — not only how pristine the property is, but also our facilities. And one of the tools that helps us maintain high standards is our Green Hat inspection program.
The Green Hat program is something that our founder Ed Lowe developed during the late 1970s for his manufacturing facilities. Although plant managers took care of large production problems, the physical facilities weren’t always as neat and orderly as Ed thought they should be. He believed if small problems went unchecked, they could escalate into bigger, more expensive problems.
In response, Ed established volunteer teams of employees to conduct periodic inspections. Team members wore green hats (as green typically identified safety officials in manufacturing circles) and carried clipboards as they toured buildings and reviewed a long checklist of potential safety issues, fire hazards and general housekeeping concerns. “This system worked wonders,” Ed said, noting that his Green Hat teams identified more trouble spots than professional inspectors. “It lowered our accident rates, lowered our insurance premiums and gave our employees a better, safer place to work and live.”
Since the early days of the foundation, we’ve been conducting similar Green Hat inspections at Big Rock Valley. Last year we revamped the program a bit, establishing a new committee and giving more individuals a chance to participate — including myself.
Indeed, I went on my very first Green Hat inspection a few months ago, visiting some of our guest houses. It was an eye-opening experience for me. The inspection checklist by itself is impressive, but as you review a building, you gain a deeper understanding of what high quality means to us. This goes beyond bathrooms being squeaky clean. How is the water pressure? Are bulbs working in every light fixture? Are toiletries and first-aid kits stocked appropriately? Are closets and drawers organized similarly? Everything has a specific place, even where the list of emergency numbers is located.
I came away from these inspections with several takeaways:
- Ownership of our quality culture. I was impressed with how seriously people take the program. Depending on the size of the facility, it can take several hours to do a thorough assessment of interiors and exteriors. Yet if you give someone responsibility, they will step up and take charge, which is one of the reasons Ed structured the program the way he did. He said that volunteer teams were “the people who had the most to gain — or lose — from their environmental conditions.”
- Team building. Participating in a Green Hat inspection gives a greater appreciation of team members who take care of our facilities and grounds on a daily basis. We have more than 50 buildings to maintain at BRV, which becomes even more challenging when you consider that most of our guest houses are more than 100 years old and need a lot of TLC. Add to this that being in a rural setting introduces even more housekeeping issues, such as preventing insects and other critters from trying to take up residence.
- Seeing things with fresh eyes. The Green Hat program forces you to step out of your daily routine, to be fully present and focus on what’s in front of you. And as a result, you suddenly notice things you never did before. Similarly, this concept of intentionality applies to the business owners who come to Big Rock Valley. Taking the time to step away from the daily routine and spend time thinking about their business pays big dividends.
Participating in the Green Hat program has not only changed how I view our property — it’s changed how I interact with it. For example, I’m much more aware when something is amiss. If I see a piece of glass or trash in the parking lot, I pick it up. Prior to my Green Hat outings, I might not have noticed or dismissed it as not my job. I’ve also learned things I never knew before, such as where flood lights are located, where to find extra robes and blankets, where emergency warning notifications were. As a result, I feel like I’m not only a better leader, but a better ambassador for our organization.
And I believe this extends beyond me. By expanding the Green Hat program, we are educating more employees what it takes to maintain our facilities and the level of detail of our standards of excellence. It’s about creating a collective culture of quality. Everybody plays.