Go Figure?

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?

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At Long Last!

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

Allow me to explain by way of three little stories:

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

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

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

So what do these little stories tell us?

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

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

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Where Did Everybody Go?

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

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

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

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

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

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

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

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