I’ve been doing some research on prospective future employers to get a sense of their corporate culture, and found this.
I mean, I see what they are trying to do, but yikes! What if I accidently said Lot #35 instead of Homesite #35?
LENNAR LANGUAGE
Our language is the way we communicate our ideals and values to others. The words we use to convey these feelings state clearly and loudly how we feel about our customers, our products and ourselves. It is in that spirit that Lennar created its own special vocabulary.
POLICY
To effectively communicate within the Lennar family, specific words of distinction have been adopted. The language we use is the way we communicate our ideals and values to others. The words we use to convey these feelings not only states loudly and clearly how we feel about our customers, our products, and ourselves, but also help us build rapport.
At first, the difference between a “house” and a “Home” may seem to be just a couple of letters, but it is really much more than that. Home is a much warmer word. It conveys a sense of belonging, a sense of family, a place of safety, warmth and love. This is how it is with so many words, like: community versus development, new home consultant versus salesperson, and, most importantly, friend or customer versus prospect. It was with this in mind that Lennar created its own special vocabulary.
PROCEDURE
Here are some of the key words in the Lennar Vocabulary:
ASSOCIATES: 1. A name given to all Lennar people. 2. A common thread that runs through the entire Lennar Family uniting all members of the team. 3. A group of
Professionals working towards a common goal, always willing to help and support another family member. Never referred to as an Employee.
COMMUNITY: 1. A neighborhood where friendly people live near each other. 2. A
well-planned location. 3. An area offering landscaped homes, convenient shopping, good
schools and easy access to highways. Never referred to as a Development, Subdivision or Project.
CUSTOMER: 1. A very special person with potential needs of home ownership seeking knowledge about the Lennar Life. 2. One with the desire to fulfill a specific need through the act of purchasing. 3. An important person requiring attention, respect, and guidance. 4. A friend with whom you must keep in touch. Never referred to as an Up or Unit.
CUSTOMER CARE: 1. The philosophy of everyone on the Lennar Team is to make our friends happy in their new homes. 2. A relentless conviction to strive to provide the best care in the industry. 3. Also known as TLC-Total Lennar Care. Never referred to as
Customer Service.
EVERYTHING’S INCLUDED : 1. A value building market concept whereby thousands of dollars of extra features are included at no additional cost. Never referred to as Standard or Optional Features.
FRIEND/GUEST: 1. A person whom one knows, likes and trusts. 2. One who is congenial and supportive of others. 3. A loyal and devoted aide who is always there when needed. 4. A valued customer with quality expectations concerning the Lennar life. 5.
Make at least one friend every day. Never call this friend a Prospect.
HOME: 1. A comfortable dwelling place. 2. A secure, peaceful residence where families live, filled with warmth and wonderful memories. Never referred to as a Unit or House.
HOMESITE: 1. The physical location of a Lennar Home. 2. The beginning of a lasting relationship with the Lennar Family. Never referred to as a Lot.
HOST OR HOSTESS: 1. An individual who greets our visitors in the absence of the NHC’s. Never referred to as a Greeter.
INITIAL INVESTMENT: 1. The amount of monetary consideration a friend entrusts us with. Never referred to as a Down Payment.
INVENTORY HOME: 1. An unsold home that is either under construction or completed. 2. A home available for immediate occupancy. 3. An inventory home gives our friends an opportunity to have a sooner move-in date. Never referred to as a Spec.
LENNAR LIFE: 1. Living with peace of mind in a wholesome family community. 2.
Enjoying comfort, security, pride of home ownership, and a sense of belonging. 3.
Confidence knowing Lennar, one of America’s largest home builders, will ALWAYS be there for them. 4. Taking pride in Lennar as a company. 5. IT’S A GRRRRREAT
FEELING!
MARKETING SURVEY: 1. A questionnaire that is filled out by our friends on their first visit to a Lennar Welcome Home Center. 2. An important tool to be utilized by our marketing department and New Home Consultants. Never referred to as a Registration
Card.
NAME BADGE: 1. A prestigious symbol of excellence denoting achievement within the Lennar Corporation which is always worn by Lennar representatives while conducting business. 2. An immediate identifier, continuously providing a friendly
Lennar introduction. Never referred to as a Name Tag, Pin, or Clip.
NEW HOME CONSULTANT: 1. An ambitious, goal-oriented, trustworthy person who is proud to wear the Lennar Name Badge. 2. An energetic, motivated individual who takes on challenges and never gets discouraged. 3. The MOST important member of the
Lennar Team. 4. A professional who is totally committed to 100% customer satisfaction.
4. A WINNER! Never referred to as a Sales Person.
NEW HOME ORIENTATION: 1. A complete introduction, prior to commencement, between a Lennar Associate and a friend, for the purpose of explaining the home’s features, operation, and maintenance. 2. Lennar’s ZERO DEFECT philosophy insures that our friends can confidently move into their new homes knowing the homes are complete. Never referred to as a Walk-thru or final Punch-out.
PURCHASE AGREEMENT: 1. An agreement between Lennar Homes and friends describing the terms upon which we will build their home. 2. This agreement gives our friends the rights to proceed to home ownership. Never referred to as a Contract.
WELCOME HOME CENTER: 1. A special place in every Lennar community where we make customers feel welcome. 2. An information center where we provide customers with the facts and financial information of home ownership. 3. Decorative environment representing Lennar’s winning philosophy. 4. A professional working establishment for Lennar’s New Home Consultants. Never referred to as a Sales Center.
Replies
Yikes is right. I think that the (il)literacy of many folks these days is appalling, and I can certainly understand their desire to convey their corporate message and all but... downright Orwellian...
Yep.
I'm glad I am doing my research. I finally realized the Lennar Co. is the parent company to many of the building companys I was considering.
Funny thing too, when I was looking at some of the job descriptions, many were pretty poorly written, including misspelled words. Many contained the forbidden terms!
What would Lennar say?
Whatever it would be, I'm sure it would be in Lennarspeak ;)
Edited 11/1/2004 3:57 pm ET by PaulB
Darcy, I've worked for some big corporate companies that try to create that magical aura using builderspeak....
The major thing missing in their companies is sincerity.
I abhor working for those corporate cultures. I haven't met one that had any loyalty or respect for a single tradesman.
blue
Warning! Be cautious when taking any advice from me. Although I have a lifetime of framing experience, some of it is viewed as boogerin and not consistent with views of those who prefer to overbuild everything...including their own egos
Additionally, don't take any political advice from me. I'm just a parrot for the Republican talking points. I get all my news from Rush Limbaugh and Fox and Friends (they are funny...try them out)!
Yep BTDT, too.
Last corporate building circumstance I was in, owner had it set up so all the Supers and their assistants competed with one another, instead of working as a team pursuing a common goal. (geuss he figured he could get more houses built that way?) It totally back-fired.
They spent more time stepping on one another's back trying to reach the top, than getting the houses built.
BLAAAA, BLAAAA, BLAAAA....
Scribe once, cut once!
The whole thing reeks of insincerity.
I associate "Associate" with a member of a law firm or perhaps an associate professor.
Community. This is derived from "communism" and "commune". What are they up to?
Customer. Client. Victim. Sap. What's the difference?
Tract home. I wonder if there is a Homeowner's Association trap hiding in there somewhere.
~Peter
As usual, free Martha Stewart.
"As usual, free Martha Stewart"
What's with you and the Martha comments?? She did the crime, she'll do the time. Oh, and notice how they let her 'report' for her sentence when it's convenient, rather than just dragging her off to the clink, like they would if her bank balance was average or her skin was darker. Or maybe I shouldn't say that, since it appears that Jamal Lewis gets to serve his time after the NFL season is over.
Martha Stewart is a regular poster on this forum. We must stick together and help each other out in need. Right now she is reduced to solving the perfect recipe for jailhouse chili.
Now back to...
Everythings included. What? Not improvements available? Is this take it or leave it?
Friend/Guest. Since when? I once drove up to a car dealship. Sallesman comes out with a big smile on his face. I asked for directions to the tire shop. Smile disappeared real quick.
Home. Not unit. Of course. Condominiums are units. How much of a home is it if people move evry five years or whatever?
Homesite. Not lot. Same thing they are. 8 letters replace an Angle-Saxon 3.
Initial Investment. Certainly not a down payment like you're locked into the deal. Get in early on a good deal. I actually like this one.
Inventory home. That house/home thing again. We can't get rid of that piece of schlock so all you got to do is fork over your cash and you can move in today.
More later.
~Peter
Once you've learned to fake sincerity, you've got it made. -Ted Leitner
Interesting but it has been done, quite well, before. Please refer to:
http://www.newspeakdictionary.com/ns-prin.html
http://www.newspeakdictionary.com/ns-dict.html
What you cite is very much a false-front, Young Republican, forced smile sort of feigned egalitarianism and concern for others. It is the clenched tooth smile just before the knife is thrust home.
It it the euphemism that covers the basic relationship of dominator to dominated, victim to victimized, attacker to target.
The sort of thing that has the US military speaking of soldiers 'servicing the target' and the target as having a 'beckoning need for ballistic manipulation'. Idea being your not so much killing people as 'fulfilling their destiny'.
You are not a thinking and responsible being. You are a functionary of larger forces. You can't be held to account. The same way that a boss, being a center of power and authority, can be held to account for decisions but an associate, one of a group making collective decisions, can't.
Profits privatized. Responsibility and liabilities collectivized.
I was thinking Salesmanazzhole speak.
If it wasn't for the 4lorn1 I wouldn't have known it was actually the Young Republican readying the knife thrust technique.
Where do you get these strange thoughts?
Are you out poll watching today to make sure the poor minorities aren't disenfranchised by the evil Republicans asking questions like "Are you a citizen?"
Joe H
Where do you get these strange thoughts?
at least it's a better read than his normal stuff about toejam and maggots.
Roar!
Glad I could help you avoid the stabbing pain of taking your eyes of the Young Republicans. Unless you happen to want to take part in an extended sleep deprivation experiment certainly don't marry one. Separate bedrooms and stout locks on the inside are an acceptable alternative but even then you might want to install an alarm.
Take it from me. Waking up dead could ruin your whole day.
Important lesson is to never trust a Republican. No way. No how. If one slaps you on the back quickly check for knife wounds. In areas frequented by Republicans it is best to keep a battle dressing handy and 911 on speed dial. If you are forced to shake ones hand count your fingers afterwards.
Washing is also highly recommended. If you can manage it wear gloves when you might have to touch a Republican. Cannibalism, eating their young and consuming their own feces is common. Listening to Limbaugh, Rove and Reed quote each other confirms these behaviors. Quite distasteful.
If you come into close intimate contact with a Republican a hot bath in bleach and the use of a stiff bristled brush is highly recommended. In cases of heavy contamination, flaming gasoline and boiling lye may be required to remove the stink and eliminate the chances of spreading the disease agents. A painful and sometimes fatal process but death itself is preferable to becoming a Republican.
Edited for clarity.
Edited 11/2/2004 9:14 pm ET by 4LORN1
so 4?
How did you vote today???
Jon Blakemore
Straight pagan ticket.
>> What you cite is very much a false-front, Young Republican, forced smile sort of feigned egalitarianism and concern for others. It is the clenched tooth smile just before the knife is thrust home.
Republican?
You think that there is some party line split to this sort of thing? You're unique! Just like everyone else! Scott Adams
I don't have any problem with this document. I don't interpret their desire to have a company culture as inroads to socialism. They just want their employees to perform what they think is at their best.
Does Blue have the right to throw a speed square into the woods? He signs the checks so of course he does!
I don't think Disney participates in brainwashing, just very effective inilling of corp. culture.
Jon Blakemore
Jon,
I too, understand the mentality (trust me, I used to work at a country club.)
Since when did the words Lot #35 and Customer Service becomes dirty words?
Have you spent much time in a construction office? Believe me there are a lot worse faux pas flying around one of those offices than you could shake a stick at.
I find it hard to believe that the Supe's cowtow to that stuff.
Darcy,
I'll give you that some of the distinctions are kinda hokey.
I can also agree that the elimination of #### from the site would do more than any other terminology shift.
I have read that E myth and support Gerber's ideas. It might not mean that "Lot #35" is a dirty word, but when everyone uses the same terminology the whole company feels more "put together" IMHO.
Jon Blakemore
Better check with 4Lorn1. Seems that your post makes you a Young Republican.You're unique! Just like everyone else! Scott Adams
You gonna take that from him?
Thems fightin words.
The language that you quote can be traced directly back to Dr. Milton Erickson. Those who study such things refer to same as "Ericksonian Langauge Patterns" or "Ericksonian Hyposis".
Everyone who watches TV and/or listens to radio are subjected to an endless stream of such language.
I decided more than ten years ago that it's better to learn about it and how it functions than to be influenced by it for life and to only rarely recognize it when it's used on me.
You're unique! Just like everyone else! Scott Adams
>> "Ericksonian Hyposis"
Is that supposed to hypnosis or hypothesis?
HypnosisYou're unique! Just like everyone else! Scott Adams
Amazing, but omnipresent in corporate culture. Employees are now "associates"...which means nothing, but is intended to make them feel better. Everything is called something else to make it seem somehow less threatening.
Salesmen who call their customers "friends" make my skin crawl. It's just a technique to make you think he isn't out to fleece you. Few are sincere in any way.
The whole thing smacks of insincerity, and I guess if that's the corporate culture, that's great.
Agreed.
The problem is when such language is used and you don't notice it's being used.
It sounds insincere when you see it in corporate training manual form, it sounds insincere when when some barely trained idiot tries to push you with it, but it slides right by the rest of the time.
Therein lies the problem.You're unique! Just like everyone else! Scott Adams