“If we are enjoying so much progress, why is everyone so worn out? “
-Dr. Richard A. Swenson, M.D.
Age with wisdom can be a wonderful thing. I look back now on some of the hardest experiences in my life and realize how they helped me grow. My leap into tennis club management embodies this dynamic.
I left Utah with degree in hand and landed at the Rusty Pelican Restaurant in Newport Beach to ease my transition into responsible living. Ha! Waiting tables almost became my career. I was stuffing my safe deposit box with gold Krugerrands to manage all the cash from tips, surfing (or playing tennis) all day, and arriving at work just in time to eat. It could easily have become a lifestyle …
Somehow, I got back on plan when I was hired as general manager of the Covina Hills Racquet Club (CH) in southern California. CH was the full package club, with thirteen tennis courts, two racquetball courts, weights/aerobics room, pro shop, snack bar, jacuzzi/sauna, and an outdoor pool. I would be directing the “leisure society” with members who were spending their free time (and disposable income) at our club. Dr. Rockwood would have been proud; it was textbook.
Or so I thought.
I was immediately overwhelmed. Work/life balance went out the window, even though I was wearing tennis clothes and working on my sunta. I had a staff of twenty employees and two tenants (pro shop and snack bar) who needed constant attention. The owners (Granada Royale Hometels) expected a tennis club to be as clean and orderly as a newly arrived hotel room; inspections from the hotel staff were constant.
I soon realized CH was in a negative cash flow position with memberships declining. Then we had a pink eye outbreak in the pool. Upon inspecting the pump room, I found my maintenance man smoking pot (“Are those two connected?”).
This part was not in the textbook!
My workdays were some of the longest I have ever worked; I quickly realized that peak hours at the club were when all my friends were off work (weeknights, weekends, and holidays). I dropped off social calendars and watched my tennis game disappear. It was as if I had been thrown onto the court against Bjorn Borg and wished “good luck,” even though everyone knew it was going to be a massacre.
The tide began to turn when I hired our head tennis pro, Barry Friedman. CH immediately took to his style and personality as he rallied (pun intended) members into activities that raised morale and got everyone out to play. A community was awakened.
Looking back, I see two big lessons from CH:
- Members (people) are generally happy if they have a tennis pro (leader) who they like and who can improve their game. Barry taught me a lot in that area.
- Relationships matter; never overlook any one of them. It took just one letter from a disgruntled member at CH to nearly cost me my job. I survived, but vowed not to ever allow that to happen again.
When Granada Royale Hometels announced their shocking decision to close CH two years later, I took a leap of faith to join a new telecommunications company called ROLM in 1984 (where my sister Terry was working). I was hired as a customer support advisor and was responsible for driving maintenance contract revenue for ROLM’s telecommunications systems. I was like a deer in headlights. Overnight I transitioned from counting tennis balls in the pro shop to counting ports on a printed circuit board (and having to learn what a port was!).
AT&T had a monopoly of analog telephone service in the U.S., over what would soon become the digital transmission network of the internet. As the U.S. government mandated the breakup of this monopoly in 1982, companies like ROLM emerged to computerize the telephone and long-distance service for businesses. ROLM was investing heavily in technical training of their workforce to get a jump on this new opportunity. It was as if I was going back to college, but getting paid to do it!
Best of all, I met the love of my life Marla. She was also in a customer support role when we first met at ROLM’s Irvine, California office. An office friendship immediately developed. Marla was smart as a whip (USC graduate), beautiful, fun, easy to talk to, and liked to laugh. When I first announced my interest in her, my co-worker Al Walker snapped back,
“Mulkey, she’s got legs as long as you are!”
I won the jackpot when Marla agreed to marry me in Newport Beach in 1991. We moved north to ROLM’s headquarters in Santa Clara where we planted our roots, raised two children (Marisa and Matthew), and began to call Mountain View home, leaving behind the warm beaches of southern California.
Selling a ROLM Computerized Branch Exchange (CBX) required technical sales support. I was in the right place at the right time, and after twelve months of training classes, I was a fully seasoned ROLM systems engineer. It was an exciting time to be on the leading edge of a Silicon Valley company like ROLM.
I immediately took to ROLM’s CEO, Ken Oshman, and his philosophy of “GPW” (Great Place To Work). In-between training classes and field sales calls, I was back on the tennis courts or taking time out for a jacuzzi or steam bath at work. The ROLM campus included recreation facilities that rivaled CH; they were even featured on CBS 60 Minutes. It really was a great place to work!
Marla and I were both enjoying the excitement of our jobs at ROLM, but realized there was not much free time to go hang out at the beach. Silicon Valley was emerging as the global center of innovation for computer technology, so it seemed reasonable that work became the priority. The computer was entering our lives in ways we never could have anticipated in the 1970s. Dr. Rockwood’s leisure society was in jeopardy.
The information revolution explosion which soon followed happened so quickly that nobody had time to study the potential dangers that came with it. Alvin Toffler wrote about this in his book Future Shock (1970), arguing that that the information overload to come would overwhelm society and result in a “future shock” because of our inability to handle it all. The more I saw of Silicon Valley, the more I believed he was on to something. There was a wave coming and it was big.
In the midst of all this, it took me five years to brave the cold water in Santa Cruz and go surfing. It was a long dry spell! Some blame was due to the work culture in Silicon Valley, but mostly it was my fear of the frigid northern California currents. New wetsuit technology from O’Neill finally got me to break the ice at Steamer Lane (“the lane”) in 1996. I quickly realized I had found an escape valve from the Silicon Valley pace, less than an hour from my doorstep in Mountain View.
The lane on a big winter swell is not for the faint of heart. Both the leash and wetsuit were spawned there for good reason. The rock cliffs are gnarly, and the water is numbing. It is a world-class reef/point break that is thick and powerful and can rip for several hundred yards into Cowell’s beach (on a low tide). It rivals any break I have surfed in California.
Paddling out can challenge even the best surfers, as the currents are strong, the waves often too humongous to duck under, and there are four different breaks to navigate (indicators, middle-peak, the slot, the point). I like to sit at middle-peak on big days when it can top triple overhead further outside at the point; however, waiting for a wave can get spooky. Middle-peak can jack up to double overhead out of nowhere and get you diving for abalone faster than a boat anchor if you can’t get over it. The longer your board, the more difficult that can be. Middle-peak waves often move sideways as fast (or faster) than they are moving in, so positioning for the take-off can be quite tricky and involve a bit of luck.
I caught the biggest wave of my life on a winter storm-swell day at middle-peak. The sensation was completely alien. The wave unexpectedly appeared and came at me like a freight train out of a dark tunnel, whistle howling. As I paddled for it the ocean picked me up like a tsunami and began moving with me. It was as if all of Monterey Bay was caught up in this wave. I was instantly moving with the wave and rapidly dropping in, whether I wanted to or not! The wave had caught me.
I quickly got to my feet in a crouched position as I raced down the face, noticing a couple of surfers diving for the bottom off to my side. The drop was sensational, akin to jumping off a cliff. As I started a sweeping right turn, the enormity of the wave and the amount of water moving with me was exhilarating! I felt like Franz Klammer at the 1976 Olympics, racing with abandon to stay ahead of the crashing lip, ignoring all sense of form. I had never gone so fast.
Over my shoulder, I could see the wave breaking behind me in apparent slow motion. Surfers sneaking over the lip looked back down at me as I excitedly banked off the face with water spraying high into the crisp Santa Cruz air like a snowboarder coming off a half-pipe lip. My Doug Haut surfboard tracked onto the face of the wave as if it were the Santa Cruz boardwalk roller coaster, dropping and climbing as the face continued to build in front of me without any sign of letting up. The force of it allowed me to sweep further out of the section without any danger of losing momentum back into the wave. I was flying!
This went on continuously until I finally kicked out at Cowell’s beach on the inside as the wave broke in front of me. Cresting over the lip I fell off the back of my board and floated on my back to soak in the memory of what had just happened. I released a light laugh and then slowly climbed on my board and paddled back out, reliving every part of that wave. Like one good shot on a round of golf, it carried me for many, many waves after. It had been a gift from God.