Wavemaker Blogs

Ever Been Stuck on an Escalator?

2012-01-25T16:12:00.000-08:00

Click on the play button below for an example of what I mean:

I know this little scenario may seem totally ridiculous to you...but I'll bet, at least metaphorically, we've all been 'stuck on an escalator' at some point in time... and some of us may be stuck on one right now.

Here's why:

In business, and in life, we often associate and apply rules, policies and processes to situations for which they they were not intended... and sometimes, they are just as silly as the ones being applied by the two people in this video.

Take for example;

the Customer Service Rep who refuses to allow the return of a minor purchase by a long time loyal customer citing some obscure or ill-conceived detail in the return policy as rational;
the support department that, before it acts, refers virtually every decision, big or small, to the legal department just because of a single and somewhat obscure incident that happened years ago;
the bank that asks a customer they have been dealing with for years, to fill out a pile of forms and jump through multiple security hoops to open a new deposit account... notwithstanding the fact that it's the customer entrusting their money with the bank, not the other way around;
or my personal favorite, the complaint department that with every call, is more concerned about finding out who was at fault and why, than what it is going to take to put things right... and keep the customer!

In fairness, management may have had all good intentions when the policies and processes driving these actions were developed, and probably never imagined they would be applied in situations where they would do far more harm than good. But nevertheless, they often are... even by equally well meaning employees!

Maybe it's time we all asked ourselves, "Do the rules, policies and processes I create, live and/or work by make sense?" If not, we may well find ourselves stuck on an escalator, or causing others that same fate.

The good news is, it only takes a little common sense to figure out how to get off an escalator. So perhaps the better question is: How do we make common sense common practice?

Any suggestions?

To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #48), see the Blog Archive (mid right) and to become a Wavemaker Blogs follower, click on 'Follow' (lower right).

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

A Senior Moment

2011-12-29T15:25:00.000-08:00

A few years back, an elderly lady wrote the following letter to her bank. The bank manager thought it amusing enough to have it published in The London Times. I am sharing it with you now in hopes it brings a smile to your face... and should you be in business, the inspiration to review your automated telephone response system.

Dear Sir,

I am writing to thank you for bouncing my cheque with which I endeavoured to pay my plumber last month. By my calculations, three 'nanoseconds' must have elapsed between his presenting the cheque and the arrival in my account of the funds needed to honour it. I refer, of course, to the automatic monthly deposit of my Pension, an arrangement which, I admit, has been in place for only thirty eight years. You are to be commended for seizing that brief window of opportunity, and also for debiting my account £30 by way of penalty for the inconvenience caused to your bank.

My thankfulness springs from the manner in which this incident has caused me to rethink my errant financial ways.

I noticed that whereas I personally attend to your telephone calls and letters, when I try to contact you, I am confronted by the impersonal, overcharging, re-recorded, faceless entity which your bank has become. From now on, I, like you, choose only to deal with a flesh-and-blood person. My mortgage and loan payments will therefore and hereafter no longer be automatic, but will arrive at your bank by cheque, addressed personally and confidentially to an employee at your bank whom you must nominate.

Be aware that it is an offence under the Postal Act for any other person to open such an envelope.

Please find attached an Application Contact Status which I require your chosen employee to complete. I am sorry it runs to eight pages, but in order that I know as much about him or her as your bank knows about me, there is no alternative. Please note that all copies of his or her medical history must be countersigned by a Solicitor, and the mandatory details of his/her financial situation (income, debts, assets and liabilities) must be accompanied by documented proof.

In due course, I will issue your employee with a PIN number which he/she must quote in dealings with me. I regret that it cannot be shorter than 28 digits but, again, I have modelled it on the number of button presses required of me to access my account balance on your phone bank service.

As they say, imitation is the sincerest form of flattery.

Let me level the playing field even further. When you call me, press buttons as follows:

1- To make an appointment to see me.

2- To query a missing payment.

3- To transfer the call to my living room in case I am there.

4- To transfer the call to my bedroom in case I am sleeping.

5- To transfer the call to my toilet in case I am attending to nature.

6- To transfer the call to my mobile phone if I am not at home.

7- To leave a message on my computer (a password to access my computer is required. A password will be communicated to you at a later date to the Authorised Contact.)

8- To return to the main menu and to listen to options 1 through 8

9- To make a general complaint or inquiry, the contact will then be put on hold, pending the attention of my automated answering service. While this may, on occasion, involve a lengthy wait, uplifting music will play for the duration of the call.

Regrettably, but again following your example, I must also levy an establishment fee to cover the setting up of this new arrangement. May I wish you a happy, if ever so slightly less prosperous, New Year.

Your Humble Client

It is important to remember that this letter was actually written by a 98 year old woman.

And may I wish you a happy, and not so slightly more prosperous, New Year.

To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #47 - I'm shooting for 50), see the Blog Archive (mid right) and to become a Wavemaker Blogs follower, click on 'Follow' (lower right).

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

Still Wondering What to Get Them for Christmas?

2011-12-07T14:22:00.000-08:00

Here I sit feeling rather guilty... for two reasons. Firstly, because I haven't written a blog article in some time and secondly, because rather than put that right, I am about to use my blog to engage in some rather shameless self promotion.

I'll make no excuse for my first failing (largely because I don't have one) but as per the second, my hope is you will appreciate I am making this suggestion not so much because I want to sell a few books, but because I honestly feel the little gift I am about to suggest could really make a difference in someones life.

So here we go:

Still wondering what to get them for Christmas?

How about higher grades, better performance reviews, stronger sales results, exciting new opportunities, a bigger pay cheque...?

According to University of Pittsburgh's Katz Business School, the ability to communicate is the single greatest factor contributing to one’s success in business. Most teachers would also suggest it has a huge impact on a student's learning ability, not to mention marks. Public Speaking is the ultimate demonstration of this ability and a critical skill for anyone seeking a position of leadership, especially in an area that involves sales and service.

Unfortunately, most of us are not entirely comfortable with the prospect of being called on to present, especially to a large group, or to strangers.

If you know someone who fits this description, you might want to consider giving them a copy of my book How Not to Suck at Public Speaking which features 50 ways to leave your fears behind and become a great presenter.

At $14.95 it makes a great stocking stuffer and it could just turn out to be one of the best gifts you ever gave them.

Enough said. Thanks for allowing me this little indulgence. I promise to return to my old ways and post a less commercial entry very soon.

Until then... here's wishing you and yours a Very Merry Christmas and All the Best of the Holiday Season!

Jim

To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #46 - I'm shooting for 50), see the Blog Archive (mid right) and to become a Wavemaker Blogs follower, click on 'Follow' (lower right).

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

Employee Disengagement Spells Bad News for All Canadians

2011-09-26T12:56:00.000-07:00

According to a recent study conducted by the Mercer Group (a leading global provider of consulting, outsourcing and investment services) employee disengagement in Canada has reached crisis proportions!

Among the nearly 30,000 employees Mercer polled across 17 countries, Canadian employees had the lowest level of engagement (defined as feeling they have a vested interest in the success of the company they work for and the willingness and motivation to exceed their job requirements) with over 50% acknowledging they have virtually 'checked out' on the job.

Interestingly, the highest level of engagement was found among employees over 50, the very group most large companies seem most eager to jettison these days.

That aside, a full 36% of all Canadian employees said they are seriously considering changing employers, up from 26% when last surveyed in 2006, and a further 22% said they could care a less whether they stay or go, which would suggest that growing turnover is inevitable. But as Madeline Avedon, Principal, Mercer’s Human Capital Business states in the report:

"This erosion in employee sentiment has business consequences that reach well beyond the direct costs of employee turnover."

While Madeline did not spell out specific consequences, it stands to reason that all Canadians, be they business owners, corporate executives, consumers, investors, students, employees or retirees, can expect to pay a very high price if this problem is not addressed.

Decreased productivity, lower quality goods and services, inflated costs, fewer exports, diminished customer service levels, fewer employment opportunities, worse returns on investments, higher taxes, more business failures, more layoffs and a lower standard of living...are just a few of the potential implications of this negative trend.

Is there a way out or is it too late? That's hard to say, but perhaps at least part of the answer lies in one of the other findings of the study, which points out the strong correlation between employee empowerment, engagement and service quality. Again according to Madeline:

"Canadian employees, in particular, are more engaged when they can deliver quality service..."

I would suggest that the flip side also hold true - Canadians deliver a higher level of service quality when they are more engaged - and that the problem (and therefore the solution) lies in the hands of management!

Either way, those of us in business better start empowering, investing in and caring more about our people and our customers... preferably before we find ourselves operating in a country with third world economic status!

To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #45 - I'm shooting for 50), see the Blog Archive (mid right) and to become a Wavemaker Blogs follower, click on 'Follow' (lower right).

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 employee engagement and the customer experience you provide, visit our Website, or email us at wmconsulting@live.com

Flip Sides of the Same Coin

2011-07-20T11:10:00.000-07:00

You often hear sales and service described as two different things. In fact, most companies treat them as such. They have separate sales and service departments on their org charts, offer separate career paths and separate sales and service courses to their employees, even direct their customers to separate areas depending on where those customers are in the buying cycle.

This disconnect often causes confusion, conflicts and inefficiencies for both customers and employee alike.

By my way of thinking, sales and service are if not one and the same, flip sides of the same coin. The best simple definition of service I've ever heard was 'the process of identifying and meeting customer needs' which also sounds like a pretty darn good definition for sales, or at least for needs based selling, which is the only kind that makes any sense.

Wouldn't we all be better off if we were to reconnect the two? If companies were to adopt the notion that 'around here, everybody sells and everybody serves', I'm betting they would make a lot more sales and at the same time, improve both employee and customer satisfaction levels.

What employee wouldn't prefer to be identifying and meeting customer needs over just flogging product, or handling the problems that arise when someone else does? And what customer wouldn't prefer having all of their needs met in one place, without being sent from pillar to post?

Either way:

Sales without service are fleeting... and service without sales is fruitless!

To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #44), see the Blog Archive (mid right) and to become a Wavemaker Blogs follower, click on 'Follow' (lower right).

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

Great Save!

2011-06-07T11:32:00.000-07:00

Wouldn't you know it - just before the Stanley Cup Finals, our television started acting up. Not wanting to miss a game, or buy a new TV, I called the Sony Store where I bought it.

Since the set had been off warranty for some time, I was not all that optimistic about my chances of resolving the problem this way, but given my Scottish lineage and faced with the prospect of having to lay out a big wad of cash, figured I had to at least try.

In any event, after a little discussion about the problem (a red line that crossed the screen that was clearly not centre ice) I was given a toll free customer care number to call. Still expecting the worse, I dialed this number with fingers poised in anticipation of having to respond to one of those annoying automated response systems we have all grown to expect when calling such 'services'.

Much to my surprise, the phone was answered by an actual human being, and a very pleasant one at that. Again, I explain the problem to the best of my ability and after a sincere expression of empathy from someone who was obviously a fellow hockey fan, was advised that if I emailed a couple of photos showing the fault, this person would see what they could do.

With the next game only days away, I immediately filled this request and minutes later received a response which outlined a proposed resolution. No, they did not offer to replace the set for free (after all, the set was several years old) but, what they did propose was more than fair and far exceeded my expectations.

To make a long story short, the morning before the next game, a new set was delivered to my door at just about the same time a customer satisfaction survey arrived in my inbox. Needless to say, I completed the survey expressing just how impressed I was with their service. Minutes later, another email arrived thanking me for my patience complete with a coupon attached that I could use against a future Sony purchase.

So say what you want about the amazing goal tending of Boston's Tim Thomas or Vancouver's Roberto Luongo (except in game 3). At least for me, Sony had just made the best save of the series.

I often rant about bad service, particularly when it involves poor after sale problem resolution. I suspect, I've even suggested there are few if any who get this bit right, but these guys clearly do - a quick empathetic response by a real person who's main concern isn't when the warranty ran out, or who is right and who is wrong, but rather, what's fair and what will it take to not only keep the customer, but to exceed their expectations and turn them into a loyal fan and vocale advocate.

Know any others?

P.S. Go Canucks Go!

To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #43), see the Blog Archive (mid right) and to become a Wavemaker Blogs follower, click on 'Follow' (lower right).

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

What Gets Measured Gets Better

2011-04-02T09:10:00.000-07:00

Anyone in business has likely heard the old expression 'What gets measured gets done'. I'd like to suggest that when it comes to customer service, the outcome of measurement can be even more rewarding.

What follows is a case in point:

The other day, I was out shopping at MEC (Mountain Equipment Co-op) for some things we needed for an upcoming Wavemaker Adventure Learning event. I was standing in front of a large display of climbing gear pondering my options when a young lady came over to offer her assistance. Once I had explained in general terms what I was looking for, she began asking questions to determine which of the many products available would best suit my needs.

As we discussed the pros and cons of each of the items that might be a fit, she asked about my company and seemed genuinely interested, even a little excited about what we do. She unpacked and encouraged me to tryout some of the gear I was considering. And while I wiggled my way into one of the harnesses, she talked a little about her own outdoor experiences. The conversation got rather animated and we shared a few laughs.

In the end, we settled on specific solution which, if not for our conversation, I wouldn't have even considered. Not only was it perfect for my purposes, but it was the least expensive of all the options.

With my immediate problem solved and a little time to kill, I wandered through the rest of the store looking for other ways to spend my money. Everywhere I went I was met by very enthusiastic and helpful employees, which to be honest, struck me as kind of odd.

You see this was not my first visit to MEC. In fact, I'm typically in one of their stores about once a month and while it has been my experience that they generally provided a reasonable level of service, on this day something was different. There were more smiles; more conversations and I suspect, more sales... all of which left me wondering what had changed?

Just as I was about to leave the store, I had my answer. For standing by the exit, was a gentleman with a clip board who polite asked if I had just a minute to complete a customer satisfaction survey... which I did.

Now the cynic might think that explains everything. They are only providing this level of service because they are being measured. My response would be "So what - I got great service." Will it continue at this level after the man at the door is gone? Perhaps not, but given how much the employees seemed to be enjoying themselves, I'm betting at least some these new behaviors will live on. And even if they don't, they can always bring him back.

Either way, the message is clear: When it comes to customer service, what gets measured gets better!

To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #42), see the Blog Archive (mid right) and to become a Wavemaker Blogs follower, click on 'Follow' (lower right).

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

Which is more important?

2011-02-23T14:03:00.000-08:00

Many would suggest that to succeed in sales and service it's important to have all the right answers; but while I too think knowledge is important, I suspect that asking all the right questions is what really matters most.

Let me illustrate by way of example:

Some time back I was shopping for a flat screen TV. My first stop was one of those big box electronics superstores where I was met by a young, yet no doubt very knowledgeable salesperson.

In response to my obviously well thought through first question "Ah...what's the difference between all these various brands and models... and ...um...which one is better?" he led me on a journey from set to set while citing at great length all of their technical specifications.

He talked of DPI, NPR, HDMI as well as the intricacies of NTSC, ATSC and QAM tuners, then compared Plasmas, LCDs and LEDs and even a few 3Ds in terms of contrast ratios and video frame versus screen refresh rates.

Clearly this guy knew his stuff, but after about 45 minutes of this, my head started to hurt and I left the store more confused and no closer to a purchase decision than when I had entered. I also left wondering just how and when I had become so technologically inept.

After a few days of licking my wounds and trying to convince myself I could live with the poor picture quality and rather annoying high pitch squeal that sporadically emanated from the old set, I built up my courage and decided to give it another try. But this time before heading out, I decided to do a little research and find out what some of these seemingly all important terms meant.

A few hours later, armed with the knowledge that DPI stood for dots per inch and that NPR was short for native pixel resolution, but still not knowing what all this meant or why it mattered, I found myself at the entrance to a Sony Store. I believe I was attracted there by the fact that it was much smaller and looked a whole lot less intimidating than the big box shop mentioned earlier.

Nonetheless, I was still feeling anxious and somewhat guarded when I was approached by a friendly looking gentleman who asked "How can I help you?" to which I hesitantly replied "I am looking for a new TV."

Much to my surprise, rather than lead me to the wall of TVs on offer, he invited me to take a seat in one of several comfortable leather chairs strategically placed throughout the store. He then proceeded to ask me a number of questions which included but where not limited to the following:

What kind of programs do you enjoy watching most?
How much television do you typically watch in a week?
What are the dimensions of the room in which you plan to put your new TV?
What are the main sources of light in this room?
How far from the screen is your favorite chair?
When other family members join you to watch television, where do they sit?
What is the widest angle off center of the screen are these other seats?

Only once I had answered these questions did he show me the two TVs he felt were best suited to my needs. He patiently explained in terms I actually understood why he had chosen these two from all the rest and how they differed from one another. Then he asked if I had any questions. When I couldn’t come up with any, he placed a chair in front of each at the distance I had described earlier and left me to watch one and then the other so I could compare them for myself.

While there was no mention of DPIs, NPRs, or any other verbal display of his technical knowledge during the entire time the salesman and I were together, I knew from the questions he had asked, this guy knew it all. And even though I also knew I could get a similar model, if not the very same TV at the big box store for a lower price, after a few minutes of contemplation, I made my choice and called him over to complete the sale.

Once the paperwork was taken care of and a delivery date agreed, I walk away confident that I had made the right decision and knowing I had finally found someone who could guide me through the set up of the system as well as the dreaded programming of the remote without making me felling like a technology challenged imbecile, even if I am.

So now back to our original question - which is more important - the Q’s or the A’s?

I believe that in sales and service (and for that matter in life) success is not so much a result of having all the right answers, but more the product of asking all the right questions… and I suspect this applies to both buyers and sellers alike.

What do you think?

To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #41), 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

Happy New Year - What Will It Bring?

2011-01-05T08:18:00.000-08:00

At the risk of sounding like an old fuddy-duddy, I predict that as we continue to crawl out of this recession through 2011, we will see a return to the fundamentals in the corporate world.

What I mean is by this is a return to values based management; a rebirth of corporate and social responsibility; a renewed focus on sustainable growth versus quick profits; a resurrection of the bias for employee development over cost cutting; and perhaps most exciting of all, a resurgence of customer care and great service!

Do I think this will happen in companies across the board? Of course not! That would be naive and wishful thinking. But it will happen for those with leaders bright enough to learn from the lesson of the past, brave enough to bring back what was good and strong enough to always take the high road as they move forward.

That's my prediction. What's yours?

All the very best in 2011!

To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #40), 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

All I Want For Christmas

2010-12-07T10:48:00.000-08:00

This year, rather than follow my usual practice of waiting until the very last minute, I decided to do the bulk of my Christmas shopping early (which from the average male's perspective, means any time prior to 5:00pm on the 24th).

To be honest, this break in behavior was not so much a function of any new found organizational skills, or strange awakening of my more feminine side, but rather driven by two basic needs, those being:

1. The need to save time and money - The Bay (a large Canadian department store where those of us who dislike shopping can get most of the things on our list in relatively short order) was having a '2 Day Only Storewide Sale'

2. The need to gather some fresh material for what has become a long overdue service experience related blog article. Where did the last month go?

So this past Saturday I left the house early, list in hand and fully expecting to gather most of what was on it as well as at least one or two less than positive customer experiences to rant about. I knew, what with the sale and all, the customer service staff at The Bay would be under a great deal of pressure. Surely, someone would slip up and give me the story I needed.

After only an hour or two, I had managed to get just about everything on my list, but try as I may, I could not come up with a single negative service experience. I had dealt with at least 10 different employees and much to my dismay, every single one of them was annoyingly friendly and helpful, even when I played the role of the difficult, if not stupid male shopper. This by-the-way is something I do very well.

Knowing I was getting absolutely nowhere on the blog material gathering front, I eventually left The Bay and ventured into the adjacent mall where multiple high end specialty stores were competing viciously for the attention and dollars of the far more discriminating and knowledgeable than I, female shoppers. Like most of its kind, this mall is anything but a male friendly environment.

Desperately, I spent the next hour wandering through several shops where I clearly did not belong, asking silly questions and generally being a pain. But even there, I came up short. In fact, one shop owner, when asked one of my particularly silly questions, went as far as to cheerfully educate me on the proper use and care of a product she had on hand, even though I'd admitted to having bought mine elsewhere.

I suspect most people would consider what I went through a pretty good day of shopping, but given that I take great pleasure in spotting, writing about and addressing customer service issues (not to mention the fact that this is part of what I do for a living) I found the whole experience very disconcerting.

Could it be the world has at long last awakened to the magic of friendly service? Is this the end for Wavemaker Blogs?

I dare not go back out and face the mobs to get my answer; so in case you haven't already guessed, all I want for Christmas is some assurance this is not the case. Please, please do tell us about your Christmas shopping experiences, be they good or bad (albeit those of latter variety would be far more comforting).

Here’s wishing you and yours a very Merry Christmas and a Happy New Year!

To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #39), 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

We Want You Be Happy: The following photo was submitted as part of a comment on this article from Steve Tait (see comment 2 below) but for technical reasons could not be included in the comment.

Gotta love it!

Putting Things Right

2010-10-20T13:36:00.000-07:00

A few weeks back, my son Adam had a little trouble with a faulty roll of aluminium foil. As he explains it "I could pull out both sides, but try as I might, could not lift the middle without it tearing."

Adam thought about taking it back to the store, but having previously discarded the receipt, knew they'd only give him a hard time; so to avoid further frustration, he tossed the foil in the bin and the box in the recycling.

The following evening, faced with the prospect, not to mention expense of having to go out and get another roll, he decided to call ALCAN, the company that manufactured the faulty foil, and let them know about his experience with their product. Given ALCAN's offices are back east, and it was already late in the day in Vancouver, not surprisingly his call was answered by an automated voice messaging system.

At this point Adam considered simply hanging up and letting sleeping dogs lie, but something in the tone of the message encouraged him to leave a brief description of his complaint as well as his contact details.

The very next morning he received a very well crafted, personalized email from a company rep at NOVELIS FOIL PRODUCTS, the distribution company that represents ALCAN. This email contained a sincere apology, an assurance that they would make good on his purchase, a few questions about the problem and a request that he return the roll (at their expense) so as they could investigate further. This was clearly not a form letter and was worded such that it left Adam feeling they truly appreciated his feedback... and were actually going to act on it!

He replied explaining that unfortunately, he had thrown out the contents, but still had the box in his recycling. While half expecting not to hear back, in very short order he received a 'no problem' response with a further assurance the company would make good on his purchase and a 'if it's not too much trouble' request for the product code off the box, so that the quality control investigation could continue.

Another email or two ensued and, to make a long story short, just the other day Adam received the package pictured above, along with a further thanks for bringing this matter to the company's attention.

Now that's what I would call 'Putting Things Right!'Sidebar: By shear coincidence, around the same time this was going on, I attended a sales and marketing workshop where the facilitator suggested "there isn't a company out there that knows how to effectively deal with customer complaints." I would suggest that the good folks at Novelis would prove him wrong.

And, in fairness to ALCAN, who arguably manufacture the best foil on the market, if you manufacture hundreds of thousands of anything, somewhere along the line, even under the most stringent quality controls, you're going to have a defect slip through. It's what happens when one does, like the response described above, that separates great companies from the also ran.

You may recall, late last year I posted an article entitled "Revenge" which described what happened to one company when they failed to act on a customer complaint. Perhaps United could learn a thing or two from ALCAN and Novelis.

To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #38), 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

Canadians are Wanting More, but Getting Less

2010-09-30T11:34:00.000-07:00

According to a recent study conducted by American Express, 58% of Canadians indicated the quality of customer service is more important to them in today’s economic environment than it was prior to the recession.

These same consumers also suggested they would be willing to pay a premium upwards of 7% just to get better service.

Of the people polled, 91% consider the level of customer service important when deciding to do business (or keep doing business) with a company; yet 65% believe most companies have either not changed their attitude toward customer service in the face of these economic times, or are now paying even less attention to it!

And only 15% believe companies value their business enough to go the extra mile to keep it.

By my way of thinking, for anyone in business who's feeling the pinch, or just wanting more, this dichotomy screams OPPORTUNITY!

What do you think?

To read more of the findings of this study, click here: Service speaks: Canadians willing to spend 7% more for premium treatment.

To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #37), 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

Advantage - Great Service

2010-09-05T08:23:00.000-07:00

I'm feeling a bit guilty about my last blog article (or should I say rant) which as you may recall, was aimed at the 'Stupid' Store.

It's not that they didn't deserve it. In fact, I've had occasion to be in touch since the 'cans' incident and they were no more helpful than they'd been on my last visit.

You see, I was craving Dungeness crab, as one does, and called to see if they had any in stock. I'll admit it - this was less about me giving them second chance and more about my need for a reasonably priced crab fix.

In any event, after the usual call transfer delays, I finally got through to someone in the fish department who informed me they had crabs (so to speak) but refused to tell me the price per pound. Apparently, it's their policy not to give prices over the phone. No doubt this one was written by the same lamebrain who can up with the 24 can return policy.

But I digress. The reason I am feeling guilty is because not because I comparison shop, or because despite the cholesterol count, I love fresh steamed crab dipped in hot butter. The reason I am feeling guilty is because I realize I tend to write more about bad customer experiences than good ones and I know that sharing the occasional example of a great customer experience might be refreshing, if not helpful. The problem is that in my experience great customer experiences are all too rare.

Fortunately, Jim Foster, a good friend of mine was lucky enough to have one and kind enough to allow me to share it with you.

What follows is Jim's story:

We had the misfortune to have our hot water tank pack it in on Tuesday. Our first call was to the company who supplied it, who suggested they could come in about 6 days. Not prepared to wait that long between showers, our second call was to Advantage. They could come between 3 and 5 pm that same day! Needless to say, we booked the appointment.

To make a long story short, I received a call from the office when the van was dispatched, the technician gave a firm quote before doing the job, then did it in less than the estimated time and at what I believe was a reasonable cost.

Today we received a follow up letter from the President of the company, thanking us for the business, asking if we were happy with the service and advising us of what to do if we had any problems in the future. It also contained a copy of their service philosophy, a detailed explanation of their cost structure and an invitation to drop by for a coffee if we happen to be in the neighborhood!

Now that's great service, something so very rare these days!So there you have it. Doesn't it warm your heart to know that while rare, there are still some companies out there delivering great service? And if you happen to live in the Greater Vancouver area, here's a bonus - now you know who to call if your hot water tank ever decides to pack it in.

To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #36), 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

Go Figure?

2010-08-07T13:59:00.001-07:00

In the name of fairness and to keep the peace in the family, it is important that all members of the household share a bit of the domestic workload; or at least that's what my wife tells me.

At our house, I have as one my chores the all important responsibility of returning the recyclables such as the empty pop cans and the like.

It's not a bad job really. It gets me out of the house and I can either pocket the proceeds, or use them to buy those necessities like ice cream, cookies and potato chips which are all to often 'forgotten' by she who does most of the grocery shopping.

One day, while returning a rather large quantity of empties (I save them up not out of laziness, but rather in the name of efficiency) to a big box store I not so affectionately call 'The Stupid Store', I was 'greeted' at the 'Customer Service' counter by a rather surly clerk who bluntly advised me I could only return 24 cans on any given day.

"You have got to be kidding me!" I replied "No one told me that when I bought several cases of pop a few weeks back."

"Well that's our policy." she said as if that explained everything.

Being a dedicated student of human behaviour, I quickly sensed there was no winning with this 'lady' so I resisted the urge to further protest, diligently counted out 24cans and placed them on the counter. She then selected two of those cans, handed them back and said "We don't sell this brand here, you'll have to take them back where you got them."

While tempted to ask "What difference does it make, don't they all get crushed and go to the same place in the end?" I knew the likelihood of my question yielding any reasonable explanation was just about on par with the likelihood of me getting a genuine smile out of this field hardened battle axe, so I obediently replaced the two cans in question with ones bearing their store brand.

Then something happened that totally blew me away. Before relinquishing my meager proceeds, the clerk, hereafter know as 'Attila the Hen', produced a rather unofficial looking form, filled in the date and asked me for my name, phone number and signature.

"What in the world do you need all that for?" I replied "Are you afraid I might sneak back into the store later in the day and try to return another 24 cans... or are you thinking that perhaps some of my cans could be counterfeit?

"Oh no" She said in a tone that implied I was something short of an imbecile, "We ask for this information not because we don't trust our customers, (I'm not convinced) but because we don't trust our employees. After all, they could simply take money from the till and claim it was paid out for returned recyclables."

At this point, I found myself uncharacteristically at a loss for words: which was probably just as well, but what was I to do?

I had no intention of sticking around to hear any more of this nonsense and pushing a shopping cart still half full of cans around the store in search of the previously mentioned necessities had little appeal.

Besides, I certainly didn't want to risk contact with any of the store's other apparently untrustworthy employees. So I left, without spending a dime, in search of a more accommodating grocer. After all, I still had the two cans that had been rejected, and returning home with them, not to mention without the ice cream, would surely signal that I had been negligent in my domestic duties.

To put this little story in perspective and give it meaning in context of the importance of a positive customer experience - I shudder to think how much our family spends in groceries over the course of a week, let alone a month, a year, or a lifetime... and yet, for the sake of a dime (the refund value of two cans) and some very, very stupid rules, this store intentionally choose to send me and my money, directly into the welcoming arms of one of their competitors.

Go Figure?

To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #35), 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

Deliver What You Promise

2010-07-14T14:54:00.000-07:00

Last week my wife and I took a short break and headed back east to visit family and friends and spend a little time touring Boston and New York City.

While walking through the financial district of The Big Apple, something in a second story window caught my eye.

We stopped and took this picture as I couldn't resist the contradiction of an all important lesson in customer service:

Never create expectations against

which you can't deliver!

I wonder just how long the gentleman (top left) has been waiting for his pizza? But enough said about that. As it happens, both New York and Boston far exceeded our expectations.

While a tad on the warm side at 103 Fahrenheit/39 Celsius, we found New York to be clean, friendly and surprising vibrant, what with the recession and all. With the exception of a little attitude from one poor soul who in all fairness was melting in a half price Broadway ticket booth, the service was exceptional! But then who would expect anything less from the city that knows how to handle adversity like no other.

Boston was equally warm on both fronts. If you're ever out that way, I highly recommend the Duck Tour followed by a taste of the local seafood at The Barking Crab... but be prepared to wait in line. Recession or not, the combination of warm, friendly and funky still draws a crowd.

Could it be the Americans are on to something?

To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #34), 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

The Small Print

2010-06-18T08:42:00.000-07:00

Is it just me, or is the print on just about everything getting smaller?

The other day I had a little problem with my credit card (worn out from over use I suspect) and needed to call someone. I flipped the card over hoping to find a contact number and sure enough, there it was.

Actually, there were three numbers, all of which were in print approximately the size of ant droppings.

I squinted my eyes, then like a trombone player, held the card at various distances... and alas, they came in to focus; but which to call? I suspect this was explained in the few words which preceded each number, but sadly, those were in even smaller print (think baby ant droppings). Thankfully, at least they were not in the center of the card where a number of similar sized words, saying lord knows what, were totally obscured by the recesses caused by the embossing of the card number.

Eventually, I gave up, called the first number and was unceremoniously put in the queue of a rather annoying automated voice response system... which eventually lead me to some 'customer care centre' in India; but I'll save that story for some future day.

In any event, while waiting in the queue, I decided to check the other cards in my wallet to see if the use of micro print was a common practice. Lo and behold, it pretty much was, with the one exception being my American Express card on which the numbers were sufficiently large, but unfortunately the accompanying words were printed in white, on a light blue background.

Needless to say "I was not amused!"

To my younger readers, all this may sound like the rantings of an old grump. But demographic studies would suggest that in many parts of the world, there are actually more of us old grumps than there are of you; and as much as you may not want to hear this, with every passing day, you get one day closer to being one of us.

The use of small print on credit cards, labels and everything else may seem of little consequence to some, but for me they speak volumes of the competence of those who insist on testing our eyesight, not to mention our patience.

Often it's the little things (no pun intended) that make or break the brand.

To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #33), 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

They're Watching You

2010-05-28T10:05:00.000-07:00

Whenever you're shopping at a major retail store, chances are someone is watching your every move... and not just on their security cameras.

I recently read an article in The Economist which explained how several of the larger retailers the likes of Best Buy, Wal-Mart, Office Depot, Abercrombie & Fitch, Price Chopper and Toys "R" Us to name just a few, are using elaborate electronic monitoring devices to track and influence the buying behaviors of their customers.

A relatively simple example would be Tesco who, through sensors at the doors, track the volume of people entering and leaving their stores with the goal of managing the opening of additional tills to reduce wait times - a good thing.

Higher up the food chain (so to speak) others retailers are using multi-lens video camera's and high tech audio recording devices to track traffic patterns, observe shopping behaviors, even listen in on their customers. Some go as far as to categorize or segment customers into stereotypical groups based on these observations.

What they do with all this information varies, but you can bet it won't be long before you'll have walk through a maze of shelves and displays to the very far corners of the store to get any of the things you really need, not just the bread and the milk.

Privacy concerns aside, if all of this 'retail surveillance' were to result in a better customer experience (as would appear to be the intent in the case of Tesco's) I'd be all for it. I suspect however, that in the majority of cases, the objective is about getting people to buy more stuff rather than to improve the customer journey.

Personally, I'm not convinced this is the best use of all this expensive equipment. Perhaps if they turned the cameras on themselves for a while, many retailers would learn something about why so many of their customers are getting fed up and choosing to shop elsewhere, or online.

I'd love to hear your views on this emerging practice, but whatever they might be, next time you get an itch while out shopping, keep in mind - big brother is watching.

To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #32), 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

America's Most Trusted

2010-04-27T09:07:00.000-07:00

According to a just-released study by the Pew Research Center, small businesses are the most trusted institutions in America - more than churches; more than colleges; more than technology companies: more than government agencies and certainly more than financial institutions and large corporations!

Here is a quick recap of some of the high/low lites:

Small business owners and all those that work for them should take pride in these findings, as well as a some assurance their efforts are being recognized and will be rewarded.

While some may disagree over absolute ranking, there are few who would suggest trust is not one of the primary drivers of consumer and employee behavior, especially on the heals of troubled times.

This being the case, small businesses should rightfully expect to see upticks in market share, customer loyalty, employee attraction, employee retention and a bunch of other good stuff.

As per those of us associated with institutions (either as employees or shareholders) further down the list... let's just say perhaps it's time we either convinced the powers that be to reassessed their practices and start looking for ways to win back the trust... or we move on over to the small side.

So much for the old saying "Go big, or go home!"

To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #31), 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 (and win back the trust) visit our Website, or email us at wmconsulting@live.com

Who Cares?

2010-04-16T07:14:00.000-07:00

The other day I was asked if there was a model or magic formula for delivering good service. My initial reaction was to say "Of course not! It's a very complicated and multifaceted thing. That's why you have to hire someone like me to help you design and deliver a great customer experience!"

My second reaction was to feel guilty for my first reaction.

It's not that I don't believe there is a lot entailed in delivering an exceptional customer experience. I'd be a fool to be in this business if that were the case. However, that's not what was being asked. My colleague simply wanted to know what one needed to do to deliver 'good' service; and to be honest, it doesn't take a model or formula to define that. It can be captured in a single word:

CARE!

Truth is most companies (read the people that work for them) either don't care, or don't care enough. They are so caught up in their own needs and wants, they've lost sight of the needs and wants of the customer. That's why words like "they just don't care" are so often at the root of the ever growing number of customer complaints and horror stories we hear.

How many companies can you think of that really seem to care?

C is for Customers - they always come first
A is for Appreciate - they are the very life blood of your business R is for Respect - their beliefs and mannerisms may be different than yours
E is for Enthusiasm, Energy, Equality, Excitement, Empathy - and all the other 'E' words that define how you should interact with them.

Now I feel better.

To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #30), 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

Why we shop where we do

2010-04-04T12:13:00.000-07:00

Some time back I posted a simple little survey on my blog site that asked "Why do you shop, or otherwise do business where you do?"

Many thanks to the more than 50 of you who participated! At long last I figured out how to crunch the numbers in Excel and am finally posting the results.

As you may recall, the survey was broken into 4 broad product categories as follows:

Groceries - food items, beverages, detergents, paper products, etc.

Major Items - cars, major appliances, furniture, computer equipment, etc.

Financial Services - loans, deposits, credit cards, insurance, investments, etc.

Small Items - clothing, linens, cosmetics, small appliances, hardware, etc.

Here is what you collectively had to say about why you shop where you do:

So what does all this tell us?

While I'll let you draw your own conclusions, I found it interesting that in every area but financial services product and selection is the major customer driver by a rather wide margin. I was encouraged by the fact that overall, customer service finished second, but surprised by how little it factored in our decisions related to where we shop for groceries, especially as this something we do so often.

I was also taken back by how rewards (loyalty cards and the like) would seem to have little or no impact on our shopping behaviour, which given how much the administration of such programs must add to the cost of goods sold, does cause one to wonder why bother?

Perhaps the most profound finding of all was just how much customer service factors in our decision as per where to buy financial products. This is something I'm not convinced most financial institutions fully appreciate. Go figure!

To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #29), 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

Yours or Mine?

2010-03-16T11:12:00.000-07:00

Say I was to put a $20 bill (or a £20 note for my UK friends) on the table and offer the highest bidder the chance to win it on the flip of a coin. How much would you be willing to wager on the chance?

Views on gambling aside, logic would suggest a reasonable answer would be somewhere in the neighborhood of 20 dollars as that evens the odds of you taking my 20 while keeping yours at 50/50.

But say all you had was $20 to carry you to your next paycheck and you needed that money to buy milk for the kids. Would you still make the bet?

Conversely, say you want to buy theater tickets that cost $40, but only have $25 in your pocket. The show runs tonight only and there is no other way for you to get the extra $15. Might you consider bidding a little higher for a chance at not missing the show?

My point is this: It’s not really the price or cost of things that drives consumer behavior, but rather the value they place on those things. Yet driven no doubt by the economic downturn, it would seem both companies and consumers alike are totally obsessed with cost cutting and have completely lost sight of the total value proposition.

While I appreciate that eliminating unnecessary spending often makes sense, becoming obsessed with cost cutting, be that on the provider or consumer side, can only lead to a reduction in quality, and therefore the value of goods and services available.

Inevitably, this decline in value will further stall our economic recovery, increased pressure on our fragile environment and in the end, actually drive up real costs. In other words, it will cause a world of long term pain and little if any short term gain.

By my way of thinking, the sooner we curb our obsession with cutting costs and get back to focusing on value, the more of it we will create and the better off we’ll all be.

I’d love to hear your thoughts on this one!

For more on this topic, see my colleague, Ade McCormack's blog on Money Verses Value then return to this site by clicking on the back button.

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

In Memory Of An Old Friend

2010-03-01T17:06:00.000-08:00

The other day I found myself reading through the obituaries in the local newspaper (sadly, people my age do that sort of thing) and I came across the following entry that I thought might be worth sharing:

Today we mourn the passing of a beloved old friend, Mr. Com N. Sense, who was with us (on and off) for many years. No one knows for sure how old he was, since his birth records were long ago lost in a mountain of bureaucratic red tape.

Mr. Sense will be remembered as having cultivated such valuable lessons as: ‘the customer comes first!’ and ‘while good marketing may bring them in the door, it’s a positive customer experience that keeps them coming back!’

Com lived by simple, sales and service ethics (every customer deserves our attention and hospitality; never sell anything to anyone who has no need for it; always deliver what you promise) and grass route strategies (make it easy for the customer to do business with you and make it easy for your people to do business with the customer).

On those rare occasions when things went wrong on the sales & service front, it was Com who was there to show us that it’s not about who is wrong and who is right, but rather that what really matters is putting things right!

Com’s health began to deteriorate the day several service providers failed to acknowledge his existence as he entered the local branch of his bank. In fairness, they refused to make eye contact for fear he might expect them to leave the all-important work on their desks just to serve his needs. It declined further as a number of well intentioned, but somewhat overbearing rules and regulations were set in place. Reports from friends of being turned away from the bank because they had failed to make an appointment; being asked for references from other banks while trying opening an account, being told where and when they could do business, were but a few.

Com finally lost the will to go on after repeatedly trying to reach his bank to express his concerns from his sick bed. Rumor has it he was connected to an automated voice response system which, after numerous seemingly meaningless questions, redirected him to a line that rang and rang, but was never answered.

Com N. Sense was preceded in death by his daughter Responsibility, and his son Reason, but survived by his 3 ugly stepbrothers; It’s Not My Fault, That’s Our Policy and I'm Just Following the Rules. Com is also survived by his loving wife, Good. While understandably weakened by the loss of her husband, Good Sense is expected to make a full recovery and take up the cause where Com left off.

Memorial services for Com N. Sense will be held on Thursday at ‘The Church of Common Courtesy’ and all are invited to pay their respects. In lieu of flowers, Mrs. Sense has requested that going forward, we simply remember her husband each and every time we serve a customer.

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).

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 both the employee and customer experience you provide, visit our Website, or email us at wmconsulting@live.com

Champs, Chimps and Chumps

2010-02-16T10:15:00.000-08:00

Recently a friend of mine was struggling with the dreaded task of having to let someone go. The individual in question was not getting along with customers or coworkers and as a result was costing my friend's company money; but being a very caring individual, he was still reluctant to pull the trigger.

When I heard this it brought to mind a little article I'd written some time back which, hoping to ease his pain, I shared with him. Now I'm sharing it with all of you just in case you ever find yourself in the same unenviable position.

Very early in our management careers we are told that no two people are alike and in order to succeed as managers we must learn to recognize the various personality styles and adapt our management practices to acknowledge individual and situational differences.

Most managers and supervisors have received training on, or at least read about personality profiling and style-based or situational leadership. Unfortunately this can be pretty complicated stuff and as a result, not many of us have managed to effectively apply these theories and practices in the workplace. As a simple alternative, I offer the following “Who’s Who at the Zoo” management philosophy: I admit it’s not pretty; but it is effective and far easier to remember and apply.

Despite almost countless variations on personal styles, I would suggest that the vast majority of people fit rather nicely into one of three broad categories. There are those that lead, those that follow, and those that don’t do either… or put another way… those that make things happen, those that watch things happen and those that don’t have a clue what’s happening.

In order of contribution, we’ll call these categories Champs, Chimps and Chumps. If your work group is like most, about 80% of it’s real productivity or value added comes from about 20% of your people (the Champs). The remaining 20% comes from about 70% of your staff (the Chimps) and like it or not, 10% of your employees, consciously or not, are actually working against rather than for you (the Chumps).

Imagine for a moment, a group made up of only high producers, a group made up entirely of Champs! It will never fly you say? Let me guess; You need the Chimps to get the work done right? A Champs only business would be too top heavy … all generals and not enough foot soldiers. If that is what you are thinking, perhaps we have a case of mistaken identity here and need to flesh out and better align our definition of Champs, Chimps and Chumps.

Champs aren’t just those people who run the business. A Champ can be anyone in the business who exhibits enthusiasm, energy and dedication. They exist at all levels and can be found doing just about any job that needs doing, and doing it well. In fact, in some companies, you’re more likely to find a Champ on the front line, in the warehouse, or sweeping up than you are in the executive suite.

Champs are the people who others, especially customers, gravitate to. They genuinely enjoy what they are doing and are a pleasure to be around. Champs are the ones you’re always praising (or at least you better be) and you don’t mind paying. All you need to do to keep them engaged is to give them meaningful, challenging work and continue to acknowledging their contribution.

Jumping to the other end of the spectrum, Chumps can be a little more difficult to recognize and a whole lot more difficult to manage. Chumps often disguise themselves as Chimps, and sometimes, even Champs. Fortunately, Chumps have some common attributes that will no doubt surface over time and give them away.

Chumps are generally defensive, change-adverse and close-minded. They are often found complaining and blaming or criticizing others. Argumentative by nature, they like to interrupt and have a really hard time listening to, let alone accepting, another point of view. They tend to view the customer as an intrusion and seldom engage with them at any level beyond the minimum required. Chumps are almost always self-centered and most feel the world owes them a living. If that’s not bad enough, Chumps also have the particularly annoying habit of trying to inflict others (both coworkers and customers) with their negative views and in doing so, they are working against you and your company.

So what should you do about the Chumps? While far easier said than done, the best possible thing you can do is to be rid of them, and the sooner the better! You owe it to those who do produce to do just that. You also owe it to your customers, your company and yourself. In fact, you even owe to the Chumps. Chumps are generally not happy with their current situation and probably don’t hesitate to point that out. Being change adverse however, they are very unlikely to do anything on their own to make it better. By terminating the relationship you will be helping them get on with their lives. If you can, explain this to them and encourage them to leave on their own accord. If you can’t, document your observations and follow whatever process exists in your organization for more formally (and legally) saying good-bye.

But enough about the Chumps, let’s talk more about the Chimps, or potential Champs, if you will. In most companies they represent the vast majority of employees and can be easily identified in one of two ways depending oddly enough, on age. Young Chimps may exhibit many of the same characteristics and attributes of Champs, but simply lack some of the skills, knowledge and experience required to make them high producers.

Young Chimps are generally pleasant enough, but can come across as awkward and uninformed when dealing with customers. They are frequently found asking lots of needless questions, or just hanging around looking perplexed or confused. Fortunately, Young Chimps are easily influenced and with proper care and attention, can quickly be converted to Champs. Unfortunately, left unattended, they can just as easily be converted into Chumps, especially if, shame on you, there are a number of longer serving Chumps hanging about in your business. Young Chimps don’t stay young for long, so get to them early and give them the direction and feedback they so desperately crave.

Older Chimps, on the other hand, are often recognizable by their very lack of distinguishing characteristics. They are not bad performers, but seldom do anything special. Older Chimps are generally quite, easygoing folk who are very little trouble and just seem to carry on from day-to-day. They tend to be well liked by their colleagues and often have a loyal following of longer term clients, but are unlikely to bring in any new ones. While they have the skills and knowledge to do their present job, they seem hesitant to try new things, preferring to maintain a low profile and follow the rules, even if to a fault. It is not that they are change adverse, but rather that they need to be lead through it.

Older Chimps, often as a result of being ignored for years, have lost the confidence and drive of their youth. To move from Chimp to Champ, they need to be reassured that you recognize their past contribution and potential further value. Then, they need to be realistically challenged and held accountable. Nothing reengages the older Chimp like being asked to lead (or at least help out on) a project that requires ‘someone with their level of experience and expertise’.

All be they likable creatures, Chimps, young or old, are probably costing your company money. At best they may be paying their way, but in doing so they are occupying a spot that could otherwise be filled by a Champ. Truth be known, most of us could do with a lot less Chimps. The best way to reduce their numbers is to convert them to Champs. Fortunately, Chimps were born to please and with just a little push, are ready and able learners. Whether they know it or not, they want to be Champs. So train them hard and train them well. If they have what it takes, you’ll know soon enough. If not, perhaps there is another role in your organization for which they may be better suited; but failing that, they too should be set free. Chances are they have wrongly placed themselves in an occupation for which they have no aptitude. By letting them go you will be helping them avoid future unhappiness and the possible deterioration to the dreaded Chump level. They'll do just fine working for someone else and in time, will likely thank you for help them to find their way.

So there you have it. This ‘Who’s Who at the Zoo’ approach to people management may not be perfect, but it is effective, appropriate for the times and, in the final analysis, fair. Now to bring it all together in a nice little summary; in a nutshell, the WWZ or ‘Who’s Who at the Zoo’ management philosophy says: stroke the Champs; train the Chimps; fire the Chumps.

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).

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 both the employee and customer experience you provide, visit our Website, or email us at wmconsulting@live.com

The Real Value of a Customer

2010-01-31T17:21:00.000-08:00

One of the reasons customer service is what it is (as in not nearly as good as it should be) is that most organizations grossly underestimate customer value (CV) seeing it as simply the difference between the cost of providing goods or services and what the customer pays for them at point of sale.

Say for example Neil, my youngest pictured above, buys a pair of skis on sale for $800 (a ridiculous amount if you ask me, but considerably less than the ones he really wants). If the total cost of those skis (what the manufacturer/distributor charges the retailer, plus a proportionate share of operating expenses such as salaries, commissions, rent, advertising, etc.) to the shop is $700, they are likely see his CV as $100.

On the surface this might seem reasonable, but it far from tells the whole story.

First, the skis mentioned above by no means represent my son's first pair, in fact, he currently has three pair in active service (don't ask) and there are at least as many cast offs in the basement. I prefer not to think how many pair of skis he has owned and how much they cost.

It should be noted that not all of those skis were bought from the same shop and even if they had, I can understand why the retailer is not all that likely to account for purchases of years gone by when calculating Neil's value as a customer, although a little acknowledgment would be nice.

But consider this - Neil typically buys a new pair of skis every two years, either because he wears them out (what he tells me) or because something 'way better' has come along (the real reason). Given his passion for the sport, he is very likely to continue this pattern for many years to come and it would not be out of line to suggest that in the course of his lifetime he will probably go through at least 25-30 pair.

So what we are really talking about here are sales over time of somewhere between $20,000 - $25,000 and based on a 10% margin, that translates into $2,000 - $2,500 in potential value for the retailer.

But that is only part of the story. In order to ski, Neil not only needs skis, but also boots - good ones go for about $500 to $600 (replace every 3-4 years); poles - $50 to $100 (lasting 2-3 years, unless stolen); gloves - $100 (at best 2 years, but only if he doesn't lose them); goggles - at least $100 for anything decent, considerably more if you go with the built in antifogging fans (who know how long they'll last); a helmet - his mother won't let him leave home without one - $100 to $150 (good for 3-4 seasons or until he head buts a tree)...and then there's the outer wear (jackets and ski pants)... inner wear (thermal underwear, fleece, etc.)...and après ski wear...let's not even go there.

But we're not done yet. When it comes to skiing, Neil is the expert in our family, so when his brother or I need new equipment, we follow his lead. And because he can recite equipment specs in his sleep, not to mention 'drop a line' (ski cliffs/shoots/tight trees) most of us wouldn't think skiable, there's also a broader circle of friends, acquaintances and people who just happen to be riding the same chairlift who turn to him for advice as per what to buy and where to buy it.

When you add everything up over the course of his life, Neil will directly or indirectly influence the purchase of well over $100,000 in ski equipment, which would suggest that to those who sell the stuff he has a potential customer lifetime value (CLV), even at very conservative margins, well in excess of 10 grand!

It would be silly to imply that all of Neil's 'customer lifetime value' will be realized by a single shop, but one thing is for sure, little if any will go to the one that calculates his CV as $100!

So if you happen to own a ski shop, you might want to think about that the next time some lanky kid in jeans and a hoodie strolls in and tips back his baseball cap to give you and your inventory a critical glance.

To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #25), 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

Some People Wait A Lifetime

2010-01-15T09:37:00.000-08:00

The other day I found myself on hold while waiting to inquire about a billing issue with my telephone service provider. Unlike many similar automated queueing systems, this one did not give any indication of wait times. That said, I knew I was in it for the long haul as every few minutes the background music was interrupted by the following message:

Interested in a career in telecommunications? We currently have several openings for call centre operators.

When I first heard this, I thought: Fair enough. They are short staffed, but at least they're trying to do something about it. By the fifth or sixth time I heard it, my thoughts were becoming somewhat less charitable.

But then, about ten minutes into my wait, something happened that really lit a fuse. At first I didn't catch on as by this time I was cradling the phone on my shoulder and going about some other business. When the penny did drop, I became painfully aware of the song playing in the background. Believe it or not, it was none other than A Moment Like This which, for those of you not familiar with the lyrics, repeats almost ad nauseum the line:

"some people wait a lifetime... for a moment like this."

Don't get me wrong. I have nothing against Kelly Clarkson, or this particular piece of music. But I did find it's placement a bit over the top. Either someone at the phone company has a very warped sense of humor, or attention to detail does not feature highly in their operational imperatives. Either way, while I had to laugh, I was not amused, if you know what I mean.

As it happens, I did not have to wait an entire lifetime. It just felt like one.

After a little over 18 minutes, I was finally put through to a rather pleasant individual, who when challenged on the billing item in question (a charge of $3.99 for a 1 minute call to directory assistance) was quick to advise me that particular service was not one provided by her company, but rather one provided buy a third party and that I would have to take it up with them directly. I found it strange that they would farm out such a lucrative service (many lawyers charge less than what equates to a $239.40 hourly rate) but since they are the ones doing the billing, it is probably safe to assume they get a cut.

In any event, intrigued by this response, not to mention being somewhat opportunistic, I then asked if they also farmed out the design of their automated queueing systems. Needless to say, she failed to see the humor in this.

In the end I opted to eat the disputed charge and did not bother calling the number she gave me. Not all of us can afford to wait a lifetime for moments like this!

If your company has an automated call management system, you might want to take a moment and check out what impression it leaves with your customers. From the rest of you, we'd love to hear about any 'interesting' call management systems you may have encountered.

To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #24), 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

Many Happy Returns!

2010-01-01T09:51:00.000-08:00

Happy New Year! I hope you had a great holiday and got exactly what you wanted for Christmas. I also hope it was the right size, the right color and the right whatever it needed to be.

I suspect however, there are those among you who have already made, or are planning to make a visit back to the shops for some minor or major adjustments.

And for those of you, my further hope is for 'Many Happy Returns!'

Even as I write these words I realize this to be wishful thinking. After all, last year was very challenging for most retailers and by all accounts, the sales figures leading up to Christmas didn't exactly turn the tide.

What are the chances that shop owners, sale clerks and customer service folk are going to greet you and your returns with the same enthusiasm they displayed (or should have displayed) when the purchases were made?

The truth is - I've already heard a number of somewhat disturbing stories.

The first relates to the electronics store who has implemented a 15% restocking fee on all returns, a hefty price if the item in question is a computer or big screen TV. Apparently one disgruntled customer asking why this policy was not brought to their attention at the time of sale, was not so politely told "It's printed on the back of the sales receipt!" which it was.

Fair enough I suppose, but consider the fact the customer doesn't get the receipt until after the purchase; and just out of curiosity, when was the last time anyone actually read the back of a sales receipt?

Then there's the major department store that back in October and November, was so actively encouraging everyone to shop early, but now, when presented with a return, is so quick to point out their 30 day refund policy.

On the one hand, I can understand, even sympathize with these retailers. After all you can't really expect them to freely accept returns for an indefinite period; or can you?

What constitutes a fair and reasonable return policy? To be fair (and ethical) it most certainly has to be clearly understood by all parties at the time of purchase, not hidden away in small print on the back of a receipt. But what is a reasonable return period and what specific return terms and conditions actually make sense?

Not easy questions to be sure.

Perhaps the root of the answer lies in just how much the seller values the future business of their customers and how much they care about what those customers have to say about them.

Rather than explain, I'll share with you one more little story which, while not so current, may help make the point:

Some time back a pregnant woman walked into a linen store to return an unopened set of sheets purchased precisely 31 days earlier. The sales clerk, obviously annoyed by this intrusion, cleared a pile of other returns off the counter and pointed to a rather dog eared copy of their version of the 30 day refund policy.

After expressing her disappointment, the customer in question was told that if she didn't like the policy, she was welcome to shop elsewhere.

That woman just happened to be my wife and the child she was carrying is now 20. While she has since made her fair share of towel, bedding and related purchases, my wife has never forgotten the words of that clerk, and more to the point, has never once stepped foot back in that store. Furthermore, to this day, whenever someone as much as mentions the establishment in question, she recounts her experience with same level of emotion and disdain that she expressed to me on returning home that fateful day.

The lesson:

When it comes to customers expressing and acting on their dissatisfaction, there is no 30 day policy.

To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #23), 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

Naughty or Nice?

2009-12-15T07:40:00.000-08:00

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

To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #22), 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

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

2009-12-01T14:29:00.000-08:00

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

Turn Around

2009-11-02T15:55:00.000-08:00

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).

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

At Long Last!

2009-10-25T09:24:00.000-07:00

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).

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 Great Question

2009-10-15T08:30:00.000-07:00

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?

To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #18), 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

Where Did Everybody Go?

2009-09-29T15:45:00.000-07:00

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).

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!

2009-09-06T14:50:00.000-07:00

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).

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

Who are you protecting?

2009-08-17T14:44:00.000-07:00

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).

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

...and what do you do?

2009-08-01T10:58:00.000-07:00

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?”

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).

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

Doing What No One Else Does

2009-07-18T10:28:00.000-07:00

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).

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

2009-06-26T15:37:00.000-07:00

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).

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

2009-06-11T13:27:00.000-07:00

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

Real or not, the message is a powerful one!

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.

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.

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).

NEW: 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

Coffee Anyone?

2009-05-28T10:11:00.001-07:00

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!

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).

NEW: 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

A Magic Formula For Thriving In Tough Times

2009-05-13T11:12:00.000-07:00

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.

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).

NEW: 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

The Silent Disappearing Act

2009-04-30T12:59:00.000-07:00

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).

NEW: 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

In Good Times and Bad

2009-04-15T18:39:00.000-07:00

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

2009-04-02T07:56:00.000-07:00

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

2009-03-21T10:41:00.000-07:00

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

2009-02-14T15:49:00.001-08:00

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?

2009-01-26T11:32:00.000-08:00

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

2009-01-10T14:17:00.000-08:00

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

2009-01-07T11:39:00.000-08:00

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.