Naughty or Nice?

It's that time of year again. While we're all busy decking the halls, trimming the tree and frantically rushing about in search of that last 'must have' gift; Santa is up at the Pole checking his list... looking to see who's been naughty or nice.

There has been a lot of talk in the business world of late about who has been naughty, but precious little about who has been nice. It seems over the last year or two, many a company have lost their way and should not be at all surprised to discover a lump of coal in their stockings hung by the chimney with care.

As some of you know, I teach a communications course for accounting students that touches on business ethics - go figure? And wouldn't you know it; this seems to be one of their favorite topics - again, go figure?

During a recent class discussion on ethical communication, service and reporting practices, one of the brighter lights (they're all pretty bright) asked "What do we really mean by business ethics? It all seems a bit ambiguous to me. Is there a single, simple definition that will help guide us on our way?"

Obviously, this young lady did not want to find coal in her stocking.

Unfortunately, I was 'momentarily' stumped by the question, but fortunately, another of the bright lights kindly bailed me out. He had recently been reading 'Think and Grow Rich' by Napoleon Hill and pointed out that in chapter three, Napoleon suggests we should:

"engage in no transaction which does not benefit all whom it affects”

By my way of thinking, when it comes to a single guiding principle for ethical business practice, that just about says it all!

For some, it may be too late to influence Santa's assessment of this year's performance, but soon a whole new year will begin and if we are hoping for a full stocking next Christmas, perhaps we would all be well advised to be guided by these simple words.

Merry Christmas to all... and to all, a 'good' life!

Jim

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Revenge - what can happen when you don't address customer complaints

The following little story was sent to me by my good friend and trusted adviser - Greg Brown. I just had to share it!




A musician named Dave Carroll recently had difficulty with United Airlines. United apparently damaged his treasured Taylor guitar (worth $3500) during a flight. Dave spent over 9 months trying to get United to pay for damages, but to no avail.

During his final exchange with their Customer Relations Manager, Dave stated that he was left with no choice other than to create a music video for You Tube exposing their lack of cooperation. The Manager responded: "Good luck with that one, pal".

So Dave posted a retaliatory video on You Tube. The video has since received well over 6 million hits. United Airlines contacted the musician and attempted settlement in exchange for pulling the video. Naturally his response was: "Good luck with that one, pal".

As a bit of an aside, Taylor Guitars recently sent Dave 2 new custom guitars in appreciation of the product recognition they received in the video. Apparently it has lead to a sharp increase in orders.

In days of old, we used to say: “Serve them well and people will tell a couple of friends… but serve them badly, they’ll tell twenty!” I guess the numbers need a little updating.

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Turn Around

Do you know what the problem is with most big companies?

They've somehow got the whole reporting thing totally 'bass ackwards!'

Think about it. In big businesses everyone except the CEO reports not to the stakeholder who matters most - the one who pays the way and has ultimate say over whether or not the company stays in business, but rather to some other employee in the same company... who in turn reports to yet another. Even the CEO, by reporting to the board/shareholders, has got it terribly wrong!

Most would agree this structure is fraught with problems, but the biggest by far is that everyone is looking in the wrong direction - face to the boss, back to the customer!

Now imagine for a moment a company where everyone reported directly to the customer. Impossible you say? Well in small businesses it happens all the time.

Take my business as an example. At Wavemaker, I report only to my customers. They and they alone provide me with direction and feedback, write my performance appraisals and determine my pay level. Furthermore, they do all this for not a penny of payment, let alone expectations of executive stock options or bonuses; and I dare say, they are a damn sight better at it than any corporate executive I've ever come across!

I'll admit, it is probably easier to organize this way if you are a sole proprietor, or in a small partnership, but who says that bigger companies couldn't do the same thing? Taking on more associates and fewer employees would seem to be a step in right direction, as would making sure everyone had some serious skin in the game (a meaningful investment in the company and compensation tied directly to results).

Taken far enough, my bet is productivity would soar and there would no longer be the need for all of those cumbersome and expensive employee evaluation, compensation, engagement and retention programs, let alone for all the managers and supervisors required to administer them.

And, in answer to the question "but what would we do with all of those good folk?" while numerous possibilities come to mind, maybe we should start by having them all turn around... and face the customer.

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To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (there are close to 20), see the Blog Archive (lower right) and to become a Wavemaker Blogs follower, click on 'Follow' (just above Archive).

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At Long Last!

I was very pleased to hear that at long last our provincial government is going to make it illegal to use cell phones and other hand held devices while operating a motor vehicle. While certainly a step in the right direction, I'd like to suggest this new legislation goes nowhere near far enough.

Allow me to explain by way of three little stories:

Story One: Some time back, I attended an information session (read sales presentation) where the speaker, on no less than two occasions, interrupted their own pitch to answer an incoming call. Beyond being extremely annoying, what their actions said to me was this person had more regard for themselves and whoever was on the end of the line than for anyone in attendance, including myself. Whether they realized it or not, they paid dearly for taking those calls as everyone in the room was either a customer, or a potential one; and I was not first to walk out with no intention of ever coming back.

Story Two: In my previous life (when I actually worked for a living) I attended a lot of meetings. I'd like to tell you that all of those meeting were productive; but sadly, thanks to cell phones and the like, many were not. I remember at least a couple of occasions where the person who called the meeting in the first place, took a call on their cell part way through it, and then promptly left! I also recall, and again on more than one occasion, observing other participants busily texting while someone, often the boss, was speaking. But the ultimate disaster had to be when one poor soul answered a call while the person presenting was none other than the CEO. I've often wondered whatever happened to good old Robert. One thing is for sure - he paid a heavy price indeed.

Story Three: As many of you know, I teach the odd course at local colleges and universities. Much as I am embarrassed to admit it, I can't tell you how many times I've had a student jump up and leave the room to take a call. I've even had a few who have taken the call without leaving the room. Personally, I find this a bit disturbing, especially as most of the teaching I do is on either the topic of enhancing the customer experience, or on public speaking; two practices which don't take kindly to this kind of interruption. And since I mark not so much on what the student knows, but rather on the demonstration of what they have learned, here too the price was high.

So what do these little stories tell us?

Just as the use of handheld devices while driving has caused countless needless accidents, many of which resulted in grievous bodily harm, even death; the use of these same devices while in the classroom, or at a business meeting has caused grievous harm to numerous GPAs and careers, not to mention, killed many a sale.

So unless you're a cardiologist, paramedic or firefighter... or your wife is nine months pregnant, you should probably turn off whatever pesky bit of communication technology you carry long before you step foot in a classroom, boardroom or client's offices.

To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (there are close to 20), see the Blog Archive (lower right) and to become a Wavemaker Blogs follower, click on 'Follow' (just above Archive).

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A Great Question

A couple of weeks ago, my wife and I went back east to visit friends and family. On arriving at the airport in Montreal, we gathered our luggage and went off to collect our rental car. Based on previous experience I had no particular loyalties, so on this occasion I'd reserved a car with Enterprise based solely on the fact I had a coupon offering a free day.

On approaching the counter, we where promptly greeted by a very pleasant young man, who while going through the usual paper work, asked a number of questions about our plans for the week, offered some very helpful directions based on current knowledge of trouble spots (road repairs are never ending in Quebec) and engaged us in a little lighthearted banter about driving in and around Montreal.

On expressing our appreciation and commenting on his great service (something I try to make a habit of doing whenever I come across it) he brought out what he called the office's 'Stanley Cup' for service delivery. About two and a half feet tall, it was a bit garish for my liking, but he was clearly proud of it.

After congratulating him and his colleagues, we were shown to our car by an equally pleasant young lady who enthusiastically pointed out that it only had 11 kilometers on it (just over 6 miles for my American readers). She also asked if we had any questions and assured we didn't, wished us a pleasant journey.

As is so often the case with vacations, the days flew by and in what seemed like no time we found ourselves back at the airport returning the car. Before I had a chance to even put it in park, a smiling Enterprise attendant appeared as if by magic and unloading our bags onto a luggage cart. He'd already keyed in the licence number on of those little hand held devices and while waiting for the receipt to print, asked us how we had enjoyed our trip. After a little pleasant conversation, he inquired as per what we though of the Enterprise customer experience, then closed with what I thought was a truly brilliant question - "Is there anything we could have done better?"

Thinking back to the booking process, the greeting and the return, the best I could come up with was "Next time I rent from Enterprise, I'd prefer a car with a few less miles on it." He glanced down at his little device, which clearly shows the mileage in and out, smiled and wished us a pleasant trip home.

I'm not so naive as to not recognize this as a prompted question, or for that matter, the whole customer experience as being carefully engineered at corporate headquarters, but so what. The
delivery was sincere and the whole experience left me with the impression that these guys are good, as well as a great tip for all concerned with delivering a great customer experience.

If like Enterprise you are serious about delivering a great customer experience, when all is said and done the right question to ask would have to be:

Is there anything we could have done better?

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Where Did Everybody Go?

In a recent survey, 54% of employed Canadians (of all ages) admitted they are at least somewhat likely to look for a new job once the economy turns around; and of the respondents under thirty, over 70% suggested they may take a walk as soon as the opportunity arises.

Given the events of the past year or so, these findings should come as no big surprise to anyone. Current economic conditions have certainly changed the way employers view and manage their workforce; and this in turn has changed the way employees view their employers.

According to the latest IPSOS Reid Workplace Loyalty Study, a full 36% of the employees in companies that have cut programs and reduced their workforce feel considerably less loyal to their employer; notwithstanding the fact they themselves were spared; and apparently this loss of loyalty is as common among executives and managers as among regular workers.

Unrealistic sales targets, lack of recognition, poor communications, autocratic management, toxic work environments, poor job security, limited development opportunities are among the major reasons cited as per why so many are unhappy to the point of wanting to leave.

Conventional wisdom tells us the best and brightest will be the first to go... followed closely by their customers.

Ironic how less than two years back, most employers were concerned over the demographics and worrying how they would hold their own in the inevitable war for resources. While this economic meltdown may have put those concerns on the back burner for a while, the demographics have changed little. Now companies are just that much closer to having to go to war… and a significantly larger number of their home troops are looking to change sides when they do.

Who knows when the economy will pick up, but it doesn’t take a crystal ball to predict that when it does, employers that haven’t take proactive steps to win back the love are going to have some serious staffing and retention challenges!

To comment on this blog click on 'comments' beside the little envelope below. To read previous articles, see the Blog Archive (lower right) and to become a Wavemaker Blogs follower, click on 'Follow' (just above Archive).

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If you would like to know more about how Wavemaker Consulting can help your company 'win back the love' and improve both the employee and customer experience you provide, visit our Website, or email us at wmconsulting@live.com

Going the Extra Mile Saves the Day!

Several of my blogs are inspired by service delivery failings of one sort or another. Every once in a while however, I hear about a customer experience that depicts service above and beyond.

As a little change in pace, I'd like to share one such story.

Last spring, Paul, the brother of a friend of mine, and his business partner Steve started a mobile restaurant and catering business on the Sunshine Coast. Like most new businesses, Feastro Taco Truck & Catering suffered it's share of teething pains, but thanks to a lot of hard work and some great weather, by mid summer, things were beginning to take shape.

Then one especially hot summer day, much to Paul and Steve's horror, the generator that powered their refrigeration and other electrical needs suddenly up and quit.

An emergency trip to the local hardware store brought both good news - a relatively minor part was all that was needed to put things right; and bad - that part would have to be ordered and could take as long as ten days to arrive on the coast!

For Paul and Steve, losing 10 days in peak season was simply not an option, especially after they'd worked so hard to build up healthy number of regulars, who understandably expected the little purple truck to be at a particular place at a particular time. Buying a new generator would mean another dip into the chilly pool of debt, and renting one would put a serious crimp on the margins which had only recently started to show a little potential.

Frantically, Paul started calling parts suppliers further afield, but the story was pretty much the same all over. Finally at 2 minutes to five he made one last call to only half expecting anyone to pick up so late in the day. Much to his surprise, not only was the call promptly answered by the friendly voice of Al Watson at Surfwood Supply; they had the part!

Now the only problem was it was after five and the part was in Langley, some 60 miles and a ferry crossing away. But Paul keep talking and despite the hour, Al seemed in no great hurry and conveyed a sincere desire to help. As it turns out, Paul's wife, Laura, happened to be in Vancouver visiting friends. Al, who was headed that way once he closed up shop, suggested a meeting spot and a few hours later, delivered the part.

The long and the short of it, by ten the next morning Paul had the generator up and running and while as a result of this ordeal, his heart may have missed a few, thanks to Al at Surfwood, the business never missed a beat.

As you can imagine, the Feastro Team remains extremely grateful to Al for literally going the extra mile to help keep the business up and running. I suspect the next time he's up the Sunshine Coast, there will be a tasty meal waiting for him.

I'd recommend the pulled pork.

To comment on this blog click on 'comments' beside the little envelope below . To read previous articles, see the Blog Archive (lower right) and to become a Wavemaker Blogs follower, click on 'Follow' (just above Archive).

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If you would like to know more about how Wavemaker Consulting can help your company improve the customer experience you provide, visit our Website, or email us at wmconsulting@live.com