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.

To view the video, click here: Revenge and once you have, be sure to click on the back arrow so you can return to this site to post your comments.

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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.

To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #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 (this is #19), 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!

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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.

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Who are you protecting?

Ade McCormack, a business associate of mine in the UK, recently wrote the following on his blog IT BEACON which, as you may have guessed, is directed primarily at executives in the Information Technology world. My sense however, is the message conveyed in this article applies equally well to executives, managers and supervisors in virtually all functions and every line of business.

With so many working in and/or creating an atmosphere of uncertainty (if not fear) these days, I thought I'd echo it on as a Wavemaker blog and see if it strikes a nerve and provides some guidance, as it did for me.

Ade's words:

"Who are you protecting? By trying to keep the plates spinning despite the swinging budget cuts, you appear to be protecting your CFO and CEO. Why? Perhaps you are protecting your job? But surely your role is to protect your staff. Protect them from the politics and to defend the IT function from being financially wired for failure. Without this your people will lose faith in you. And the boardroom will not be far behind."

My words (at least I think they're mine):

"If you spend all of your time managing up, don't be surprised when the bottom falls out and you discover those you need the most have deserted you."

If ever you need a consultant to help make sense of your corporate IT challenges, I'd strongly recommend Ade. His contact details can be found at Auridian.com.

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

...and what do you do?

Have you ever been at a dinner party, reception, or other form of social gathering where someone asked “...and what do you do?”


How did you respond? Did you seize the opportunity to make a positive and lasting impression, or did you simply say something along the lines of “I work for...” (yawn)

If, like most people, you answered with something short of an upbeat and engaging response, I’m afraid you not only shortchanged yourself, but also the individual who asked the question, as well as your colleagues, and perhaps even the company you work for.

“How is that?” you ask. Let’s start with the person who posed the question in the first place. By asking what you do, he or she was expressing interest in you. Personally, I think that’s kind of nice. Did you respond in a way that thanked and rewarded them for their interest?

And what about your colleagues and the company you work for? How might a cursory response have let them down?

Well, like it or not, when you responded to that question, you were not only speaking for yourself, but also for your company, colleagues and others in your profession. It is human nature to associate people, places and things. Consciously or subconsciously, we all do it. If your response was, shall we say, somewhat uninspiring, there’s a very good chance, on hearing it, the listener’s perception of the company you work for, and of others in your line of work, dropped a notch or two. Fair or not, it’s just the way the human mind works.

I suspect you’ve already figured out how you may have shortchanged yourself, so let’s leave the past behind us and focus on what you can do to ensure that the next time you’re asked, you don’t shortchange anyone. Maybe the following will help:

In the early days of my career, after stumbling to respond to this very question, my somewhat harsh, but fair mentor of the day took me aside and told me “When someone takes the time to take an interest in you, you owe it to them, to yourself and to the company, to be at least a little bit interesting. It is high time my boy, you prepared your elevator pitch.”

So what is an ‘elevator pitch’? It is sort of like your personal brand, followed by a byline or two. Perhaps I can best explain by way of the following examples:

Remember the story of the janitor at NASA, who, when asked what he did, proudly replied “I help put people in space” or better yet, the financial advisor who responded to the same question with, “I help people realize their hopes and dreams.” Both of these individuals went on to enthusiastically explain how what they did made a real and meaningful contribution to the people they served and the companies they work for; and you can bet their listeners were impressed.

Like theirs, your elevator pitch should consist of a few up-beat sentences that describe your work in terms that both engage and inform the listener; not to mention make you feel good about yourself and what you do. It’s called an ‘elevator pitch’ because it needs to be short - something you could easily deliver in the 15 - 20 seconds it would take to travel a few floors, but expandable (just in case you find yourself in a really tall building). The main thing to work on is the first line or two. Get that right and the rest will come naturally. Think about how you contribute to your customer’s success, enrich their lives, or help them achieve their dreams.

Over the years, I’ve modified my elevator spiel several times. Here is how it currently starts:

I'm the founder and senior consultant of Wavemaker Consulting. At Wavemaker we are committed to raising the bar on service quality by helping the companies we serve provide a customer experience that is second to none! I contribute by....

Everyone should have a pre-prepared elevator pitch. If you don’t, why not take a couple of minutes right now and develop one.

You never know when someone might ask “…and what do you do?”

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Doing What No One Else Does

There has been a lot said and written about the importance of consistency in the area of customer service. Often cited as a model of consistency is McDonald’s, who strive to ensure the customer experience (and the food) is exactly the same, wherever in the world one should choose to dine on a Big Mac and fries.

McDonald’s operates under the premise that customers want to know exactly what to expect, and to have those expectations consistently met – full stop. A good model for them perhaps, but that is not to say that all customers want that same level of consistency and that all companies should operate like McDonald’s.

When it comes to 'level 1', or the basic 'hospitality' service standards, like using the customers name and thanking them for their business, consistent delivery is incredibly important; but, I’m not so sure this means that every customer experience should be quite as predictable as the ‘Big Mac’ experience.

If your objective is to become the #1 service provider in your marketplace, you'll need to go well beyond simply meeting customer expectations. To really stand out from the pack, you'll need to change up your service proposition and occasionally step out of the box and do the unexpected – things that pleasantly surprise, if not “WOW” your customer’s.

Consistency in delivery of your core service standards will take you a long way, but to be #1 and to get the results that no one else gets, logic tells us you’re going to need to do some things that no one else does.

• Have you ever had a service experience that far exceeded your expectations? If so we’d love to hear about it.


• Are you currently doing anything in your service delivery that you believe no one else does?


• What could we all do as service providers to really WOW our customers?

To comment on this blog click on 'comments' 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

The Customer Experience

In good times, or bad, it’s what matters most!

Think about it… why do you shop where you do? For some, it’s all about price. For others, it is convenience, or the quality and variety of products offered that keeps them coming back. But, for the majority of us, it’s about all of that… and more.

Most of us want to do business with a business that values what we value; a place that runs on common sense, not silly rules; a place where we are recognized and feel appreciated; a place where we can count on fast, friendly and efficient service. We don’t want to wait, we don’t want to be rushed, and we really don’t want to be sold to!

But we do want to buy…and sometimes, we need a little help with the process; and when we do, we want to deal with people who take time to really understand our needs, people genuinely interested in us not just as customers, but also as members of the human race. Please tell me such a place still exists.

With markets shrinking, it is especially important those of us in business understand why people do business where they do; and even more important we provide a customer experience aligned with that understanding.

Gone are the days where demand outstripped supply and we could count on sales regardless of our quality of service. Gone as well are the days when we could compete solely on product, price or channel differentiation. Thanks to the Internet, competitive advantage of that nature is typically duplicated in a matter of weeks, days, even hours.

A quality customer experience is not so easily duplicated, ergo the fact that great customer experiences are rare and horrendous ones commonplace. That said, those with the desire and commitment to create one can achieve consistent delivery of a great customer experience.

Enhancing the customer experience not only represents a journey into the final frontier of sustainable competitive advantage, but also one of the best pathways out of this economic downturn. Yet, as the recession lingers, what we are seeing is less, not more attention given to this imperative.

This spells bad news for consumers, the economy, and sadly, for the many visitors we are expecting to visit our province in the months ahead as we host the world during the 2010 Olympics. But, there is a silver lining. This general decline in service quality represents a once in a lifetime opportunity to gain market share for the enlightened few that truly understand - it is the customer experience that matters most!

To comment on this blog click on 'comments' 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

Your Call

The following is claimed to be an actual radio transmission intercepted some years back off the coast of Newfoundland.

R

Real or not, the message is a powerful one!

O

O

Operator #1: "Oncoming vessel, kindly alter your course 15 degrees east - over"

Operator #2: "Actually, we would be pleased if you were to alter your course 15 degrees - over"

Operator #1: "We are a US Navy Vessel. We repeat, alter your course 15 degree east - over"

Operator #2: "We repeat, it would be best if you were to alter your course and go around - over"

Operator #1: "LISTEN! WE ARE A UNITED STATES AIRCRAFT CARRIER, A FORMIDABLE VESSEL OF WAR! WE COMMAND YOU TO ALTER YOUR COURSE IMMEDIATELY! -over"

Operator #2: "We’re a lighthouse…your call."

The Message: No matter how strong you think your position may be, there are times when it is simply better to ‘go around’. This is especially important to remember when dealing with customer complaints.

If your initial reaction to a complaint situation is to try to establish who is at fault, or worse yet, to enter into a heated debate over who is right and who is wrong, there is a extremely good chance you’ll find yourself on the losing end.

I'm not suggesting the customer is always right. Often they are not. But regardless of who is right, or wrong, or even who wins the argument; if that's your main concern, you'll no doubt lose the business ...and in my books, that makes you the loser.

To be truly effective in the complaint handling and customer retention game, you must be objective. To be truly objective, you must first hear and acknowledge the customer's point of view, then force yourself to focus not on who is right and who is wrong, but rather on finding ways to put things right!

Right or wrong, your customers have as much right to be heard as you do. Once they have had their say, and you have had a chance to come up with a reasonable, well-informed and solution-based response, they’ll be much more inclined to listen to and appreciate your suggestions.

Take this approach and chances are you'll retain the customer and eliminate the possibility that they'll speak badly of you and your business to others. And even better than that, there is a substantial amount of research indicating customers who have had a complaint that has been effectively resolved, tend to be more loyal and better advocates than those who have simply never had a problem.

O

In the service business, every decision you make

and every action you take adds to, or detracts from

the customer experience. You can either take time

to think them through, or not - it's your call.

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Coffee Anyone?

In this world of ever

increasing commoditization,

key to winning the battle of

the marketplace is a clearly

differentiated (and better)

customer experience

Question: How is it that a person will spend over three dollars for a cup of coffee at a trendy coffee shop when that same cup of coffee could be enjoyed at an upscale hotel for two dollars and fifty cents, a casual restaurant for a buck and a half, a fast food place for a dollar, or in the comfort of your own home for a total cost of about twenty cents?

Answer: It’s not about coffee . . . it's about the customer experience!

Think about it. Regardless of what you are buying, your decision as per whom you buy it from is more dependent on the total value proposition (convenience, service experience, image, ambiance, trust, packaging, etc.) than it is about the product or price.

The same holds true for almost any product. Take financial products and services for example. You can get a mortgage, open an RRSP, or receive financial advice from any number of financial services providers ...and all for pretty much the same price. Why do you bank where you do?

Long gone are the days when all you had to do was build a better mousetrap and customers would beat a path to your door. Today, new and improved product and service offerings can be replicated by the competition in a matter of days, if not hours. Now, to get the customer to come to you, and stay with you, you must present a better total value proposition!

That is what customers are really buying and knowing what customers are really buying is key to selling more of it!

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A Magic Formula For Thriving In Tough Times

I'm sure you all recognize this famous couple, but how much do you know about their history? Well let me tell you about it…



It all began in 1923 when an ambitious young man named Walt Disney arrived in Hollywood California with a big dream, a few sketches and $40 in his pocket. Soon thereafter, Walt convinced his brother Roy to join him and together they formed The Disney Brothers Studio using $200 Roy had saved, $500 borrowed from an uncle, and $2,500 contributed by their parents who mortgaged their house to come up with the funds! In no time, they hired a small staff and got down to the business.

For the first few years, Walt and Roy paid the rent and their staff by selling their early cartoons which were the original versions of “Alice in Wonderland” to M.J. Winkler, a New York film distributor. It wasn’t until early 1928 that Mickey Mouse, Disney’s best known creation was born.

But, I’m getting ahead of myself.

When the demand for the Alice series waned, Walt created a new character for Winkler named ‘Oswald the Lucky Rabbit’. Oswald’s popularity grew, and in the spring of 1928, Walt decided to go to New York to negotiate a higher price for the contract.

Unbeknownst to Walt, Charlie Mintz , Winkler’s husband, had recently engineered a hostile takeover of Walt’s operation, enticing most of his staff away with the promise of better money. What Walt also did not know was that according to the terms of the original contract, Charlie Mintz and Universal Pictures actually owned all legal rights to Oswald as well as the Alice series. Thinking he had the upper hand, Mintz demanded that Walt Disney give up his business and go to work for him. Walt refused and stormed out of his office to return to California with virtually nothing.

It was during the four day train ride home from that fateful meeting in New York that Mickey Mouse was born. Walt originally wanted to call the little guy Mortimer, but fortunately, Walt’s wife convinced him that Mickey would sound less formal. Likely prompted by that conversation, the creation of Minnie was soon to follow.

Walt completed Mickey’s first cartoon, "Plane Crazy." in record time, but likely intimidated by the Universal Pictures disputes, no distributor would buy it. Not one to quit, Walt produced a second silent Mickey cartoon, called "Gallopin' Gaucho" which was also a very tough sell.

If nothing but persistent, late in 1928, Walt Disney began work on his third Mickey Mouse cartoon, this time a talkie, entitled, "Steamboat Willie." The young man (now 26) invested everything he had left into the film. This time the investment paid off and Mickey and his leading lady Minnie became stars, and orders for more cartoons came flooding in.

All that said, Walt’s troubles were far from over. It was 1929 and looming on the horizon was the Great Depression. Fortunately by this time, Walt, Mickey and Minnie were no strangers to adversity. They not only knew how to manage it, but even how to turn it to their advantage. Laughter sold well during the dirty thirties… and well beyond!

So what was Mickey, Minnie and Walt's magic formula for thriving in tough times. It's simple really. For over 80 years they made people (customers) happy! And they still do.

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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

The Silent Disappearing Act

The following was submitted as a comment by Justin Baillie (a fellow crusader of the service quality cause) in response to one of my earlier articles entitled ' The Company You Keep.' Given Justin's words spoke to more than just the core theme of that effort, I decided that rather than post it as a comment, I'd put it up as a whole new article. Thanks Justin!

I am probably the worst kind of dissatisfied customer. When something goes wrong, I just walk away. You'll not hear another thing about it from me (did I hear you breathe a sigh of relief?), I'll never again do business with you and, being human, I'll tell all of my family and friends not to either.

You have just lost a customer and you don’t even have a clue why. And you can’t win me back, because I’m gone. Like magic, I just disappeared and all your companies expensive MI will show is attrition, with no attributable or tangible explanation.

If management is clever, when they see a lot of attrition, they may try to find the cause. But don't worry; that takes a lot of time and how will they know it's linked to the poor customer service you provided?

Let's be realistic. Customers come and go, and we all generally spend a lot more time trying to get new ones than focusing on the existing, or exiting ones.

And besides, so what if I have left, what’s the big deal, who cares?

But, just in case you are interested, here's the ironic bit: the reason I am walking away is trivial and you could so easily have done the right thing in the first place, or put it right after the fact, if only you'd picked up on my rather obvious signs of displeasure.

Now I'm thinking that you and your organization don’t really care about service, or my business. Fair enough, you are a big corporate, you make millions, so why should you care about my few hundred or maybe few thousand dollars of revenue? I bet your motto is “There are plenty of other fish in the sea.” Right?

Fortunately for me, that works both ways. What you offer is available in many different places, maybe even for less money. I’ll just take my business elsewhere; thank you very much.

Justin

To comment on this blog click on 'comments' 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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In Good Times and Bad

To be productive, there are only two things you can do in business:

1-add value

2-save costs

Now then - which are you doing right now?

The above words of wisdom were sent to me by a good friend and X boss. While I love the simplicity and see no need to mess with them, I would like to suggest there is something to be said for the order in which they are presented, especially given the times.

While all for running a tight ship, I am more than a little concerned for those companies focusing first and foremost on cutting costs, but giving little or no thought to adding value.

Particularly disconcerting is the all to common practice of cutting programs aimed at improving the skills and knowledge of long standing employees, or worse yet cutting the people themselves.

I suspect most, if not all of these these companies are going to find themselves behind the eight ball when the markets turns, if not before. And, when it comes to time to staff back up, the cost of regaining, or retraining the skills and knowledge lost may be more than many can bare.

So if your response to the question posed above is simply "I'm cutting costs" and you haven't already developed and implemented a plan for adding value, you might want to rethink your approach.

What is the best, and likely the least expensive way to add value, regardless of the times?

We would suggest the answer lies in retaining and further developing your best people so your company can deliver a superior customer experience that differentiates you from your competitors, both today and in the future - a logical strategy for both good times and bad!

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

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

Change

While some would say it comes in waves and others suggest it rides an expediential curve; I believe that change may well prove to be the last remaining constant.


What with everything going on in the world these days, you have to admit, these are certainly interesting and ever-changing times!

For the most part, change is a good thing as without it, there can be no improvement. But significant and rapid change does have its down sides, one of which is the risk that faced with the uncertainty, confusion and fear typically associated with change, we may occasionally lose sight of what matters most.

In business, there is no doubt that it is the customer that matters most. After all, if not for customers, we wouldn’t have our businesses.

Unfortunately, as evidenced by the general decline in service quality of late, it would appear that at least some, likely distracted by recent events, may have lost sight of this fact. Perhaps it would help to remind ourselves (and others) that even inturbulent times, service quality is one of the things we still have complete control over.

So enough of being distracted by things outside our control; isn’t it time we all returned our attentions to what matters most?

No matter if you believe that change comes in waves, is expediential in nature, or is the last remaining constant; during turbulent times it is wise to remember that you can only manage those things within your control. Among these are operational efficiency, sales effectiveness, cost containment and above all else, service quality!

In the face of a storm, these are your anchors and if you give them your undivided attention and manage them well, they will keep you from being washed off course and onto the rocks.

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

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

Talk to the head… but speak to the heart

The other day I stumbled on the following little quote and thought ‘now there’s a sales & service quality message if every I heard one!'

“People will forget what you said, people will

forget what you did, but people will never

forget how you made them feel.”

Maya Angelou

To win customer loyalty and advocacy, it is not enough to simply deliver fast, efficient and accurate service. You also need to touch the customer on a deeper level. It takes both strong rational and emotional connections to develop meaningful and lasting relationships.

This may well be the shortest blog entry I’ve ever written, but I think that between the title, the quote and conclusion, it just about says it all.

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

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

The Company You Keep

You've likely heard the old expression "You are judged by the company you keep." I recently heard a new one that takes that line of thinking a whole lot further. It went something like this:

"You become the average of the people you

associate with most often."

You have to admit, it's an interesting concept, even if you think it only partially true. But what's all this got to do with sales and service quality? Well, it may actually go a long way to explaining how we as individuals, could raise the bar on the customer experience significantly, perhaps even on a country, or world-wide basis.

What if we all decided to only associate (do business) with those who provide a great customer experience?

My bet is that over time, a number of things would happen:

1) by association, our own service delivery would improve (not a bad outcome in its own right)
2) by rewarding those who provide the type of customer experience we all want, we would encourage more of the same
3) by not rewarding those that don't provide great service, we would be helping them see the error of their ways (they would either get the hint, or go out of business)

I appreciate this approach may initially cause us all a little inconvenience, especially as great customer experiences are hard to find, but if enough of us did it, wouldn't the gains be more than worth the effort?

So next time you are out doing a little shopping and you run across poor service, do yourself, your country, and maybe even the world a favor.

Just walk away!

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

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

What's In A Name?

The other day while out doing a bit of shopping, I was party to what struck me as a particularly positive service experience. I had taken my purchase to the cash and handed over my credit card.

Having shopped here before, I was expecting no more than the usual impersonal processing of the transaction; but, much to my surprise, the cashier actually spoke up and said, “Mr. Francis, did you happen to notice that we have a very similar item on sale.”

A few minutes later, I returned to the counter with two of the comparable sale items and thanked the individual, who I now saw as more of a customer service representative than cashier, for bringing this to my attention. She promptly rang up my purchase, smiled and said “No Mr. Francis, thank you, and please come again.”

In total, this young person had said no more than twenty-five words to me, but in doing so; she used my name twice and completely changed my perception of the institution she worked for.

Prior to this encounter, I’d always seen this particular retail establishment as cold and impersonal. I seldom shopped there and when I did, it was only out of necessity. I ignored their advertising and would never have recommended them to a friend or even hesitated to berate their service standards in casual conversation.

That caused me to wonder; why do companies spend so much on marketing to bring customer through their doors, only to send them packing with an impression of cold and impersonal service?

Just what would it take and how much would it cost, to get everyone in the organization to warm up a little and use the customer’s name at every opportunity?

Perhaps less than you may think.

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

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

Zero Time Tolerance

Here I stand, checking my watch and rattling my change while I suffer an intolerable two-minute wait for my fries! So what is my problem? Am I late for an important meeting, double-parked, or just being totally unreasonable? Actually, I’m none of the above. I’m just your average customer and whatever I want - I-WANT- IT- NOW!

Remember when fast food first hit the scene? A little young for that? Well how about the advent of the microwave oven, or that first time you stepped up to a PC with 64 K of memory? Admit it, you were amazed! Now, what do you think as you queue up for your burger, add another thirty seconds to finish nuking your leftovers, or wait forever for a simple little multi-megabyte download off the net? Has fast food slowed down? Is your microwave on the fritz? Have you maxed-out your hard drive? Or, are you, like most customers - developing zero time tolerance?

In our grandparents’ day, word of world events came hours, even days after the actual occurrence. Weeks later, a few related black and white photos might be found in a magazine. By the time Gram and Gramps saw the ‘newsreel’, the event, by today’s standards, would be considered ancient history. Now, news comes to us in high definition with surround sound, as it happens, regardless of where it happens.

Did you know that in Japan, a car buyer can visit the dealer of their choice, either in person or on-line, decide on a model, choose from countless options and the very next day be driving a car custom equipped exactly to their wants and needs? Why are the car companies moving heaven and earth to make this happen? Because they know that, even if a customer takes months to decide on what they are going to buy, once they decided - THEY WANT IT NOW!

You’re probably thinking, not everyone wants it fast, right? What about the older folks who like to socialize with those who provide them service? While they may like to spend a little more time chatting, I guarantee they still don’t like to stand in line, or wait at the counter.

Fact is, gone are the days of deferred gratification. This is the era of Zero Time Tolerance. Whatever it is - WE WANT IT NOW!

So if you're in the sales and service business (like who isn't?) and you are not already obsessed with faster service, think about it - I am… and I’m the customer.

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

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

A Greater Purpose

At this time of year many of us give thought to changes we might want to make in our lives. Often, we even go as far as to set New Year's resolutions, usually along the lines of losing weight, getting fit, being a better person or something like that. A few of us even manage to keep these resolutions, but I'm usually not one of them. This year, I'd like to suggest something a little different. I'd like to suggest that we start not by creating a laundry list of end goals, but rather with a far headier task, that being the definition of our personal/professional purpose.

So what is your purpose…beyond profit…or a pay check?

Interesting question, isn’t it?

Over the years, I’ve probably asked this question of several hundred people and what I’ve discovered is, the vast majority have difficulty clearly articulating how they contribute… either to the companies they work for… to the customers they serve… or, for the more esoteric amongst us…to the benefit of all mankind.

Equally interesting is that typically, these same people are not all that clear about what they want out of life; albeit, they’re pretty darn sure they’re not getting it! Very few among us have specific goals, let alone ones clearly aligned with our greater purpose. Even fewer have taken the time to write them down. Yet logic would certainly suggest that knowing where you want to go, and the route you’re going to take, greatly increases your chances of getting there.

On both of these fronts, most companies are not all that different. When the goals of an organization are unclear, or don’t align with their greater purpose, that’s when the main focus becomes just the money; and that’s when things often go off the rails. This, in part, might help explain the events that have plagued much of the economy over the last few months.

Don’t get me wrong. I have nothing against profits, or pay checks, but much like the hockey player who keeps glancing up at the scoreboard, if you become overly obsessed with the score, or the money, eventually, you’re going to take a hit.

Conversely, if you’re clear about, and true to your purpose (we’ll assume it’s a worthy one) and you keep your eye on the goal, there is little doubt that the rewards will follow.

What do you think?

What is your purpose beyond profits…or a paycheck?

Do you have specific professional and/or life goals that align with that purpose?

Are they written down?

If you’re wondering what my personal purpose is, well, that’s personal, but I am certainly willing to share my professional purpose: As the President (and only employee) of the newly formed Wavemaker Consulting, my purpose beyond profit is to help enhance the human experience.

If you want to know more about that, you'll have to respond to this blog (click on comments below), visit our Website (click on the link above), or email me at wmconsulting@live.com.