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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A Great Question

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

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

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

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

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

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

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

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

Is there anything we could have done better?

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).

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

Where Did Everybody Go?

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

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

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

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

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

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

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

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

Going the Extra Mile Saves the Day!

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

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

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

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

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

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

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

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

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

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

I'd recommend the pulled pork.

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

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

Who are you protecting?

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

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

Ade's words:

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

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

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

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

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

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?

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


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

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

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

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

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

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

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

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

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

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

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

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

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

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

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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

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 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