Imagine you have a business that's hard to find. Your staff doesn't give directions over the phone and you don't list directions on your website. And you know that online services like Mapquest send people to the wrong location. When a customer complains about not being able to find the business, staff offers no solution other than to tell them that they shouldn't trust Mapquest.
This is a classic example of a business being defined by a weakness. So often complaints like, "I can't find you," are dismissed without any effort being made to find a solution. The status quo will result in upset customers arriving at your doorstep after being lost. And simply acknowledging the customer's pain isn't enough.
Instead, you need to listen to the complaint and take action, especially if you hear the same complaint multiple times. In my scenario, the business could put a map and detailed directions on its website in advertisements, have staff give directions over the phone (even if the customer doesn't ask for them), and list the information on the back of its business cards.
Or maybe the business shouldn't change anything. Unhappy customers are sure to come back...
Monday, March 30, 2009
Friday, March 27, 2009
Is Talent Enough?
I recently read an article about professional baseball player, Tim Lincecum. The San Francisco Giants pitcher is coming off his first full season in the majors, one that saw him win the Cy Young Award as well as lead the league in strikeouts.
This is phenomenal success for a young player but I was surprised that the article included several quotes where Lincecum talks about not doing much to warm up his arm, hardly stretches, and doesn't ice his arm after games. These are all time honored practices for pitchers. Perhaps the 24 year old is a true physical freak who can pitch more than 100 mph without any of the usual wear and tear on his arm.
But will he be the exception. This may be a case of a someone who relies too much on talent. I've heard countless older athletes (by older I mean late 30s), who talk of relying too much on physical skills when they were younger, instead of learning the mental side of the game. They admit had they combined the two at an earlier age, they would have been more successful.
Very often I've see people who have a talent but never look to develop beyond it. Talent only takes you so far. The desire to improve ultimately trumps talent in that there is a ceiling in terms of how good you can be with just your natural abilities. The same principle applies in the office as it does the athletic field.
Take some time to think what you naturally do well. Now imagine if that talent magically disappeared, what would you do? Perhaps the true greats see talent as a starting point for a never ending journey of self improvement.
This is phenomenal success for a young player but I was surprised that the article included several quotes where Lincecum talks about not doing much to warm up his arm, hardly stretches, and doesn't ice his arm after games. These are all time honored practices for pitchers. Perhaps the 24 year old is a true physical freak who can pitch more than 100 mph without any of the usual wear and tear on his arm.
But will he be the exception. This may be a case of a someone who relies too much on talent. I've heard countless older athletes (by older I mean late 30s), who talk of relying too much on physical skills when they were younger, instead of learning the mental side of the game. They admit had they combined the two at an earlier age, they would have been more successful.
Very often I've see people who have a talent but never look to develop beyond it. Talent only takes you so far. The desire to improve ultimately trumps talent in that there is a ceiling in terms of how good you can be with just your natural abilities. The same principle applies in the office as it does the athletic field.
Take some time to think what you naturally do well. Now imagine if that talent magically disappeared, what would you do? Perhaps the true greats see talent as a starting point for a never ending journey of self improvement.
Tuesday, March 24, 2009
Tooth Delay
My mouth is numb from having a cavity refilled this morning. But it sounds like dentists are in more pain than their patients.
From a unscientific survey that covered several practices, I've learned that many people are putting off dental appointments as a way to save money during the recession. Offices are trying to combat this by actively calling patients, reminding them that it's time for a checkup.
While I understand the need to save some cash, delaying a checkup could result in future discomfort and a big repair bill later on.
For those who are going to the dentist on your regular schedule, be prepared to be pitched a variety of "extra" services like teeth whitening. Before you agree to any procedures, make sure to check whether your insurance will cover the work.
From a unscientific survey that covered several practices, I've learned that many people are putting off dental appointments as a way to save money during the recession. Offices are trying to combat this by actively calling patients, reminding them that it's time for a checkup.
While I understand the need to save some cash, delaying a checkup could result in future discomfort and a big repair bill later on.
For those who are going to the dentist on your regular schedule, be prepared to be pitched a variety of "extra" services like teeth whitening. Before you agree to any procedures, make sure to check whether your insurance will cover the work.
Sunday, March 22, 2009
Does Your Change Produce Change?
More and more, busy intersections are becoming ground zero for nonprofit fundraising. I see lots of people wearing t-shirts from agencies, waving donation buckets at cars from the left turn lanes. I have no idea how much these campaigns bring in but I'm doubtful about their long term production.
Many watched as President Obama raised a huge amount of money through small donations and perhaps that's given hope to nonprofits that are dealing with vanishing corporate and donor support. But in the President's case, you were joining a movement where it was easy to learn information about it and feel that your gift was making a difference.
What I've noticed are people seeing that a group supports something that they like, such as children, and then they pull out their wallets and toss a few bucks into the donation bucket before they drive away. There's no opportunity for a dialogue that could lead to further involvement or greater support. It's as heartfelt as paying a highway toll.
This kind of transaction also gives the donor the idea that he or she has done their part for the cause. "Mission accomplished," they may say as they drive away, thinking their charity for the year is done. But some spare change or a few dollars won't make much of a difference. Sure they may provide a short term boost to the organization but then what? The group has done nothing to differentiate itself from the competition, which will be on the same street the next week.
I worry about the volunteers who stand in busy intersections, where they are at risk of being hit by distracted drivers. I worry about the drivers who give to charities on the streets without knowing how much of the gift actually helps people or pays for administrative costs (can't list these donation as a tax deduction either). Most of all I'm worried about those who need help, who may find themselves short changed by a quick grab for cash, instead of a thought out donor outreach and fundraising program.
Many watched as President Obama raised a huge amount of money through small donations and perhaps that's given hope to nonprofits that are dealing with vanishing corporate and donor support. But in the President's case, you were joining a movement where it was easy to learn information about it and feel that your gift was making a difference.
What I've noticed are people seeing that a group supports something that they like, such as children, and then they pull out their wallets and toss a few bucks into the donation bucket before they drive away. There's no opportunity for a dialogue that could lead to further involvement or greater support. It's as heartfelt as paying a highway toll.
This kind of transaction also gives the donor the idea that he or she has done their part for the cause. "Mission accomplished," they may say as they drive away, thinking their charity for the year is done. But some spare change or a few dollars won't make much of a difference. Sure they may provide a short term boost to the organization but then what? The group has done nothing to differentiate itself from the competition, which will be on the same street the next week.
I worry about the volunteers who stand in busy intersections, where they are at risk of being hit by distracted drivers. I worry about the drivers who give to charities on the streets without knowing how much of the gift actually helps people or pays for administrative costs (can't list these donation as a tax deduction either). Most of all I'm worried about those who need help, who may find themselves short changed by a quick grab for cash, instead of a thought out donor outreach and fundraising program.
Thursday, March 19, 2009
Face Marketing
While at a recent conference, a friend of mine noticed something unusual.
"None of the servers are smiling," she said.
I looked around and she was right. It looked like the entire staff was in serious need of anti-depressants.
"It was the same thing this morning at the coffee shop," she added.
Keep in mind that this was happening at a high end, well known hotel. Perhaps under a new policy, smiles now cost extra.
But all kidding aside, the lack of smiles from the staff affected the mood of the entire room. A simple change of expression doesn't cost anything and yet can play a huge role in building rapport with customers. And a time when there are so many negatives in the world, some positive energy could really add to your environment.
A well known saying is, "Never let them see you sweat." Perhaps it should be changed to, "Always let them see you smile."
"None of the servers are smiling," she said.
I looked around and she was right. It looked like the entire staff was in serious need of anti-depressants.
"It was the same thing this morning at the coffee shop," she added.
Keep in mind that this was happening at a high end, well known hotel. Perhaps under a new policy, smiles now cost extra.
But all kidding aside, the lack of smiles from the staff affected the mood of the entire room. A simple change of expression doesn't cost anything and yet can play a huge role in building rapport with customers. And a time when there are so many negatives in the world, some positive energy could really add to your environment.
A well known saying is, "Never let them see you sweat." Perhaps it should be changed to, "Always let them see you smile."
Tuesday, March 17, 2009
When Branding Goes Bad...
I just heard a bizarre branding decision. Cable TV's Sci Fi channel will soon be changing its name to, "Syfy." Apparently the suits at NBC Universal, which owns the science fiction themed network, feel the switch will appeal to a hip new audience. Their feeling is that the more phonetic spelling will seem less geeky and more mainstream chic.
The funny thing is that the executives boast that this is all part of a rebranding strategy where more than 300 names were considered. I'd love to see what other gems were on that list.
A brand is a piece of real estate that a company owns in your brain. It's what the consumer thinks of you. Successful branding is about more than just a catchy name. If a network delivers good programs, it will find an audience, no matter what it's called.
The funny thing is that the executives boast that this is all part of a rebranding strategy where more than 300 names were considered. I'd love to see what other gems were on that list.
A brand is a piece of real estate that a company owns in your brain. It's what the consumer thinks of you. Successful branding is about more than just a catchy name. If a network delivers good programs, it will find an audience, no matter what it's called.
Thursday, March 12, 2009
An Undermined Expert
I create online presentations and I was excited recently to be able to attend a webinar that would focus on new ways to add animation to my segments. The presenter obviously knew his stuff as he had sent out an impressive preview clip of what he's able to do with programs like Powerpoint.
But during the webinar he lost all credibility. Why? After a few minutes it was obvious that he had never practiced his talk with the webinar system. So he was talking about slides that didn't appear at the correct time. Then he would be silent for long stretches as he tried to figure out what he was doing wrong. Later he had a coughing spasm and didn't have any water nearby, which is something any speaker needs to have handy.
In the end, a guy who may know a lot about one type of technology was undermined by another. His poor performance convinced me to never hire the guy.
Giving effective presenations requires practice. Don't be undermined by a poor understand of the technology you'll have to use to get your message out.
But during the webinar he lost all credibility. Why? After a few minutes it was obvious that he had never practiced his talk with the webinar system. So he was talking about slides that didn't appear at the correct time. Then he would be silent for long stretches as he tried to figure out what he was doing wrong. Later he had a coughing spasm and didn't have any water nearby, which is something any speaker needs to have handy.
In the end, a guy who may know a lot about one type of technology was undermined by another. His poor performance convinced me to never hire the guy.
Giving effective presenations requires practice. Don't be undermined by a poor understand of the technology you'll have to use to get your message out.
Tuesday, March 10, 2009
Daylight Sleepy Time
Like many at my 5:45 a.m. exercise class, I find myself struggling with our recent switch to Daylight Savings Time. The challenge of a good workout should not be to keep your eyes open. It's funny in that I know the switch is coming every year, try to prepare for it, and yet walk around like a zombie for the first few days of the change.
Perhaps the problem is one of anticipation. I'm reminded of when a doctor tells you that a shot is going to hurt. While it does hurt, the anticipation and escalating anxiety of the pain is usually worse than the actual shot. Some clever nurses would take a different approach. They would start a conversation with you and poke you with the shot without warning. Sure, this was sneaky but it kept your mind from worrying too much about what was to come.
Daylight Savings Time is like many problems we face. It's temporary, not that big of a deal, and a challenge that is best overcome by not focusing on it too much.
Perhaps the problem is one of anticipation. I'm reminded of when a doctor tells you that a shot is going to hurt. While it does hurt, the anticipation and escalating anxiety of the pain is usually worse than the actual shot. Some clever nurses would take a different approach. They would start a conversation with you and poke you with the shot without warning. Sure, this was sneaky but it kept your mind from worrying too much about what was to come.
Daylight Savings Time is like many problems we face. It's temporary, not that big of a deal, and a challenge that is best overcome by not focusing on it too much.
Sunday, March 8, 2009
Presentation Preparation
When I deliver a speech, I want it to be informative, entertaining, and something people will continue to think about for days. Right now, I'm preparing for an upcoming presentation so I'm revisiting my material to see if it's still relevant. Lately, I've been adding a lot more elements about dealing with unexpected change. Our economy has provided a lot of it in the past year and I know it's produced a lot of anxiety. While I'm not an economist, I am an expert at taking a negative and turning it into a positive and I think audiences will appreciate my experience.
Next, I need to figure out the best way to convey the information. If all you talk about are facts and figures, you'll likely lose your audience very quickly. Facts are good but you need to mix them in with stories, quotes, and audience engagement exercises. It's all about creating a connection with the crowd, making sure they know that you've got something important to tell them.
And while a good speech appears effortless, a lot of practice goes into it before you say your first word to your audience. Here's a short video of my practicing just ten seconds of my hour long talk:
(If you can't see the clip, go to: http://www.youtube.com/watch?v=ZGG3CyxWbqM)
These ten seconds come about a minute into my talk and I want them to catch the audience's attention. I want them to know that my speech won't be like all of the others they've seen before.
When it comes together, a moment like this may seem spontaneous but actually is the product of hours of rehearsal. And it's worth every minute.
Next, I need to figure out the best way to convey the information. If all you talk about are facts and figures, you'll likely lose your audience very quickly. Facts are good but you need to mix them in with stories, quotes, and audience engagement exercises. It's all about creating a connection with the crowd, making sure they know that you've got something important to tell them.
And while a good speech appears effortless, a lot of practice goes into it before you say your first word to your audience. Here's a short video of my practicing just ten seconds of my hour long talk:
(If you can't see the clip, go to: http://www.youtube.com/watch?v=ZGG3CyxWbqM)
These ten seconds come about a minute into my talk and I want them to catch the audience's attention. I want them to know that my speech won't be like all of the others they've seen before.
When it comes together, a moment like this may seem spontaneous but actually is the product of hours of rehearsal. And it's worth every minute.
Thursday, March 5, 2009
Beware of Recession Opportunists
With economic woes receiving a lot of publicity, I've noticed a lot of self-proclaimed experts emerging with solutions that can pump up your finances.
Some are for your typical get rich quick schemes, which rarely work. Put these in the "too good to be true file." Others provide tips on saving money. These can also be a slippery slope. For instance, coupons can save you money but in many cases people end up buying more than normal because they have a coupon.
Another example I heard on the radio. It was a advertisement for a bank which contained a financial tip. The announcer talked about how you can save big bucks by bringing your lunch to work every day. The savings was estimated at $5 a day which over a year would become $1,200. That's a nice amount. Or is it?
My problem with the ad is that it doesn't take into account that brining a lunch from home isn't cost free. You still have to pay for the food you bring. Sure, it will most likely be less than eating out but unless you give up eating lunch, you still have to spend some money on the food. So while brown bagging can save you money (and help you control calories) it's not a free lunch.
Instead of making me appreciate the bank's advice, I'm a bit suspicious of an institution that can't properly estimate something as simple as the savings you'll have if you bring your lunch from home. Needless to say, I'm not opening an account there.
Some are for your typical get rich quick schemes, which rarely work. Put these in the "too good to be true file." Others provide tips on saving money. These can also be a slippery slope. For instance, coupons can save you money but in many cases people end up buying more than normal because they have a coupon.
Another example I heard on the radio. It was a advertisement for a bank which contained a financial tip. The announcer talked about how you can save big bucks by bringing your lunch to work every day. The savings was estimated at $5 a day which over a year would become $1,200. That's a nice amount. Or is it?
My problem with the ad is that it doesn't take into account that brining a lunch from home isn't cost free. You still have to pay for the food you bring. Sure, it will most likely be less than eating out but unless you give up eating lunch, you still have to spend some money on the food. So while brown bagging can save you money (and help you control calories) it's not a free lunch.
Instead of making me appreciate the bank's advice, I'm a bit suspicious of an institution that can't properly estimate something as simple as the savings you'll have if you bring your lunch from home. Needless to say, I'm not opening an account there.
Monday, March 2, 2009
Do Not Mummify Yourself
You may remember a few months ago, I wrote about a funny sign I saw in the bathroom at a Disney Theme park. Now one of my friends has tipped me off to another unusual sign in the men's changing room at a gym (Ladies, I'm sure there are many fascinating signs to be found in your respective areas... feel free to forward them to me.).
The sign read: Due to the shortage of paper towels, patrons are asked not to use paper towels to dry off after a shower. You have been warned. Violators will be expelled from the gym.
As someone who's run a business, I can understand the frustration at seeing paper products disappear quickly. And yes, little costs can add up. But in the big picture, what does this sign say about the business? To me it reeks of poor management. If I was a customer there, I'd have an expectation of paper towels. I want them there when I need them. I don't want to be involved in the process of stocking or conserving them. That's the owner's responsibility.
To be more proactive, I would buy some towels and put up a sign that says: Forget your towel? Buy one at the front desk. In this instance you've provided a solution to a potential problem.
If there's a specific violator who walks through the gym wrapped like a mummy with paper towels then you have to decide whether you should tolerate the behavior or kick them out of the gym. But don't bore your other customers with the problem. An effective manager takes care of small problems and doesn't share them with the customer base. Save public pronouncements for the really big stuff.
The sign read: Due to the shortage of paper towels, patrons are asked not to use paper towels to dry off after a shower. You have been warned. Violators will be expelled from the gym.
As someone who's run a business, I can understand the frustration at seeing paper products disappear quickly. And yes, little costs can add up. But in the big picture, what does this sign say about the business? To me it reeks of poor management. If I was a customer there, I'd have an expectation of paper towels. I want them there when I need them. I don't want to be involved in the process of stocking or conserving them. That's the owner's responsibility.
To be more proactive, I would buy some towels and put up a sign that says: Forget your towel? Buy one at the front desk. In this instance you've provided a solution to a potential problem.
If there's a specific violator who walks through the gym wrapped like a mummy with paper towels then you have to decide whether you should tolerate the behavior or kick them out of the gym. But don't bore your other customers with the problem. An effective manager takes care of small problems and doesn't share them with the customer base. Save public pronouncements for the really big stuff.
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