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Tuesday, December 15, 2009

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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Tuesday, December 1, 2009

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.

To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #21), see the Blog Archive (lower right) and to become a Wavemaker Blogs follower, click on 'Follow' (just above Archive).

If you would like to be notified whenever a new Wavemaker blog topic is posted, just drop us an email at wmconsulting@live.com with "Blog Me" in the subject bar. We promise never to provide your contact details to anyone else and you can unsubscribe from this service at any time.

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