I visited a jewelry store this week in search of a replacement chain for a necklace. The owner was wonderful. She quickly put my pendant on a series of chains and put them on me so I could see how each looked. She offered a range of options in both style and price, and was incredibly effective in reacting to my cues but also using her aesthetic sense. Before I knew it, I was wearing the perfect combination. That is great customer service and great service creates loyalty. But wait! There’s more! When I asked the price of the winning chain, she read the tiny tag at the back of my neck. I said yes and told her I would wear the necklace home. She clipped off the tag and then realized she had read it wrong. The correct price was higher. She insisted on honoring her original reading despite my protests. The difference meant more to her than to me. Yet, she did a smart thing. Because now I owe her. My entire experience was quick and pleasant. My purchase was perfect. And on top of that, I owe her in a little way that I will not forget. I have every reason to return.
Every time I see an XFINITY commercial I wonder if I have it. I probably do; I have several Comcast services. I’m pretty sure I’ve seen the word on their bills. Of course those could just be more ads. But I have no idea what XFINITY is. And I have even less interest in finding out. It is just this word that comes hurtling after me when the TV is on. How sad. Think of the enormous quantities of money Comcast is spending in marketing something so confusing and so meaningless. Or maybe it’s just me. Does anyone think XFINITY is cool? Something you’ve just got to have?
I recently booked a hotel through hotels.com. A special offer said I would receive a gift card for booking. While the card is not a big deal to me, once I’m promised something, I expect to receive it. Don’t you? But here is what has happened: The phone reservationist promised to send a link to request the card. She didn’t. Two customer service contact forms submitted online have been ignored. After explaining the situation, my first phone call seems to have suddenly brought down their computers. My second phone call was mysteriously interrupted, following my explanation, with a recorded message I have never heard before: “I’m sorry. This phone call could not be continued.” The last left me feeling like I’d stumbled into something illegal. Another phone call will probably be answered by a knock on my door.
Is your organization quick to pick the low hanging fruit? Do you gravitate first to the quick and easy? Are you prone to delay the bigger projects until you get those little ones out of the way? Low hanging fruit is, by definition, quick and easy to implement, thus the lure to pick it is compelling. And picking the first piece usually exposes another, leading to an infinite quantity of low hanging temptations. While some of these quick fixes make excellent investments, many do not, and the nearly infinite supply can become a black hole for your limited resources. Not only are the quick and easily-visualized fixes compelling, but the more important, strategic opportunities are often exactly the opposite because they can involve fundamental changes in how things are done.
In trying to find someone to video tape an upcoming speech, I turned to LinkedIn. Within a short radius of the Massachusetts venue, I found a great number of possibilities. Only problem is most provide a first name, last initial, and no website. If you want to have a secret business, whatever you do, don’t let the cat out of the bag! When I visited websites of others, I was exasperated to find no names and no contact info. Where’s Waldo? Why are you even on LinkedIn? You can’t be completely hidden and expect to succeed in business!
While trying to replace window weather stripping, my husband and I discovered that some windows pealed off easily in long strips and others wouldn’t peel at all. Worse, they were gummy and awful requiring paint thinner, scraping, and scrubbing. Speculating that we must have switched brands mid application a few years ago, we vowed never to use a cheap alternative again even if it meant having to drive across six counties to get “the real thing.” Now I have no idea what the top brand seal and peel is, probably Seal and Peel, but I know we will ask before buying more. And we will gladly pay a higher price!
The good news? Many companies have finally decided that they can’t just wait for the recovery to come to them. After all, it might not! The bad news? Many are latching onto misguided methods for plotting their course. If you’ve been around, as I have, you’ve probably witnessed these scenarios. 1. Brainstorm and Vote The exact process varies but it boils down to creating a big list of everyone’s ideas and picking the favorites. Strategic planning should not be a popularity contest. Nor should your choices be limited to a random assortment of ideas, many old, many in the news, and most constrained by current assumptions and beliefs about the organization, the competition, and the market.
Despite high unemployment, I know many companies who just can’t find good candidates to fill openings. There are many possible reasons such as unrealistic expectations or unusual experience requirements. Or, they may just be boring. Here is a snippet from a newsletter I received from DreamHost. Do you think they will get some energized and talented inquiries? I do. “Here’s something you don’t hear much of anymore… “We’re hiring. And not only that, we’re hiring like crazy. Right now these jobs are holes with no pegs. Pumpkins with no guts. Glazed donuts with no…donut holes. We’re hiring across the board with openings in nearly every department. Human Resources, Marketing, Product Development, Software Development… You name it, there’s got to be SOMETHING here you’re good at.
While on the Mass Pike (in the passenger seat, to be exact), my iPhone popped up with the wireless option “PeterPanFreeWIFI.” I spun around quickly and sure enough, a Peter Pan bus had just passed in the other direction. Twice more this fairy dust message appeared and twice more I spun around and smiled. What great publicity! I am unlikely to forget anytime soon that Peter Pan offers free WIFI on their buses.I wonder how soon they will be interested in changing the name of their wireless network to “Call Uncommon Clarity today!”
Henry Ford once said, “There is one rule for the industrialist and that is: Make the best quality of goods possible at the lowest cost possible, paying the highest wages possible.” Ford was interested in producing an automobile for the mass market and he knew that if he didn’t pay a reasonable wage, the masses wouldn’t be able to buy his cars. This is a pretty simple concept that seems to get lost periodically. Robert Reich, in TheNation.com , recently pointed out that the two biggest economic crises in our country occurred in the year following peaks in the percentage of income going to the richest 1% of Americans. In 1928 and 2007, almost a quarter of the income went to 1% of the people. In the late 70s, only 8 or 9% of America’s total income went to the richest 1%. Draw your own conclusions.