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No way to compliment

January 20, 2012 in Company Culture, Connecting, Customer Service, Rants, Tools with 4 Comments

This week I had a great customer service experience while arranging for my warranty covered notebook to be repaired. That is not what prompted this post though. The reason I am writing this resulted to from the response the rep gave to a question at the end of our online chat.  I was a happy customer. My computer was going to be fixed and returned free of charge in 7-9 days. The rep had answered all my questions, was polite, and most of all human in their communication. As a result, I wanted to give them a shout out.  I asked how best I could do that via Twitter, Facebook or Google Plus.  The response was frustrating.  They told me that I should expect a survey shortly and I could reflect my satisfaction by filling it out. Ok, wow. I hate filling out surveys.  Likely it will in no way help out the rep that gave me stellar service.

This was not the fault of the rep.  As company leaders we have broken systems. The bigger the company the more broken they are.  What I understood from the end of my chat was that there was no way for a customer to compliment them. The rep had no channel or tool outside of a boring survey to give to a happy customer.  With engagement being the currency of today’s business economy HP appeared bankrupt. Unlike the rep I know that they could have said the following:

Oh, that is great?  Yes we have a Facebook page located at http://www.facebook.com/HP or you can mention this on Twiiter. Our twitter account is https://twitter.com//hp.  We are just starting out on Google Plus but you can engage there as well.

Everyone is learning in this ever changing social space. Customer service reps are the front line heroes.  If you have the power give them some as well.  Hire employees you trust and give them flexibility to engage as well as the training to do it well.

What if Churchill never spoke?

January 5, 2012 in Company Culture, Rants with 0 Comments

Times are rough.  Companies are struggling to make it.  Startups come and go. Wars are being fought all over the world and often the battle wether it be for your life, health or business can seem hopeless.

But the truth is it is not hopeless.  My favorite battle victory stories are the ones where the odds seemed impossible.  But history tells us they were not. In fact all of those battles had a strong leader that lead with resolve, inspiration and hope.

Churchill gave three pivotal speeches during World War II but my favorite has been most commonly referred to as the “We will Fight on the Beaches” given to the House of Commons in Parliament June 4th 1940.  In that speech he had to do three things;  To announce what he deemed a “colossal military disaster” in France and Belgium, make England and the rest of the free world aware of how dire the situation was with Hilters real threat of invading the British Isles, and third (and I would say most importantly) inspire great confidence and resolve in winning the coming battle.  Here is an excerpt from that speech that most inspires me:

We shall fight in France, we shall fight on the seas and oceans, we shall fight with growing confidence and growing strength in the air, we shall defend our island, whatever the cost may be. We shall fight on the beaches, we shall fight on the landing grounds, we shall fight in the fields and in the streets, we shall fight in the hills; we shall never surrender, and if, which I do not for a moment believe, this island or a large part of it were subjugated and starving, then our Empire beyond the seas, armed and guarded by the British Fleet, would carry on the struggle, until, in God’s good time, the new world, with all its power and might, steps forth to the rescue and the liberation of the old. (I encourage you to listen to the speech in whole via the Guardian)

So a leaders communication can mean everything to those facing a hard time.  That is why Churchill, and many other historical greats like him chose to speak.   Yes the battle might seem hopeless and doom may be looming but each of us can communicate in our greatest effort a message that will draw forth the best in those around us. So if given the chance, speak truth. Speak confidence in yours and others strength.  Most of all speak hope.

Saying yes

September 2, 2011 in Company Culture, Connecting, Customer Service, Marketing with 8 Comments

When it comes to customer service, saying yes easily sets you apart. Customer connections can be built by being a problem solver.

This summer I was on a short road trip with my family. We had just purchased a car for my wife and were enjoying our first trip. About two hours into our journey we started to hear a vibration noise. Sure enough as we pulled into a rest area another traveler alerted to something dragging under the front of the vehicle. A close inspection revealed that the noise plate screws under the engine had loosened, causing it to drag. While it was not a dangerous situation we still wanted to make sure we could get it fixed before we continued. I decided to drive another 15 miles to the nearest town, since there was no clearance under the vehicle for me to fix it myself.

Call it conditioning or just good marketing, I first thought of the tire sales and service chain Les Schwab. For as long as I can remember they have been known for running out to meet you with a helpful mindset. If they could not fix your roadside issue they would quickly call someone to arrange a solution. Never would they leave you in a bind. They have always been known for their yes, at least they used to be.

As we pulled into the parking lot I knew we were in for a different experience. No one ran out to great us.  Walking into the lobby I got a obligatory look from the woman tending the counter.  As I began to explain my problem the manager standing near by over heard and simply told me there was nothing they could do.  He explained they were too busy and didn’t have the right tools.  He even told me they had no duct tape.  I then gave him another chance and asked if he knew of a shop he could refer. Again he said “no”.  I have heard their service had gone down hill but this was pretty bad.

From where I stood I could see an auto service shop across the street. Knowing I was not going to have help at Les Schwab I decided to give the other business a try.  The shop appeared to be busy as well but the service employee outside said he thought they could help. Going inside I again explained my problem. They were indeed busy and had no one handy to help.  What was great though was the owner handed me a roll of duct tape and said I was welcome to use the parking lot.  As I walked back out to the car the customer service woman ran out and motioned for me to drive around back.  As I pulled around to the back of the shop she guided me to the car lift where I could prop the front up enough to work on the plate.  The car easily now had enough room to secure the plate.  They had succeeded in helping us get back on the road.  It all came down to a simple “yes, we can help”.

I don’t care what your business is, no should be a last resort.  People ask our business all the time for services we don’t offer.  We always direct them to someone who can help.  The simple act of loaning me duct tape guaranteed I will always remember them. I have already told many about their act of kindness. I have spent thousands of dollars at Les Schwab and none at Kelly’s Auto Service. To them it didn’t matter, they just said yes.

Chained Together

August 24, 2011 in Company Culture, Connecting with 0 Comments

This week my wife Kristine was telling me how much she enjoyed the animated film Rio.  It was a cute love story, but I was curious why she liked it so much since she is not greatly fond of children’s movies.  Her response surprised me. “Because they were chained together.“  The two macaws, a female from the jungle and a pet from mini-soda, find themselves linked through all of the adventures with a chain placed on them by their captors. The chain forces them to coordinate walking, climbing and even flying.  They are opposites in every way and only grow in friendship (and eventual love) through trial and effort in aiding each other in survival.

We have been married for almost fifteen years.  We are very different. The chains that bind us are many, and the commitment we have for each other has created in us a similar bond.

Many relationships occur in a similar fashion as the two birds in “Rio”.  We are thrown together as co-workers, clients, or collaborators.  Events can link us.  Our very survival can depend on how we operate.  The outcome is usually surprising.  Is it the forced mutual sacrifice? Is it the fact that we have to slow down and think of someone else?  I find that some of the best connections and the best friends have not been people I have chosen, but the ones I have found myself chained to for a period of time.  And even if we choose relationships, as we do in a marriage, obligations, commitments, and even adversity can strengthen our friendship as we work to overcome them together.

On a similar topic, another post that might interest you is Accountability Partner or Trench Mate: Whatever you call them, you need them.

Dismissing Others

August 22, 2011 in Company Culture, Connecting, Rants with 11 Comments

I hate seeing others dismissed. I find I do it more than I like myself. Often it results from a gap in understanding someone from a different generation group, profession or point of view. No matter the root, it is a quick way to disconnect ourselves from others. And just like any offense, it is easier to avoid wrongs than mend them later. I see a lot off dismissing, being in an industry that is just beginning to be recognized as both an art form and valid storytelling format. Video games are still seen by many as a waste of time even as they quickly gain ground over movies as the most popular form of entertainment.

Roger Ebert caught my attention in his review of Conan the Barbarian on Friday. In describing what he saw as the movie’s pointless nature, he quipped:

“The movie is a series of violent conflicts. People who despair of convincing me to play video games tell me, “Maybe if you could just watch someone else playing one!” I feel as if I now have.“

In one sentence he dismisses a majority of his readers as violence thirsty gamers. Out of curiosity I dug into his review of the original Conan staring Schwarzenegger. In that review he treats the “alienated preadolescent” audience targeted by the makers with respect. He notes the care the filmmakers took with Robert E. Howard’s original tale. Compared with the new review it seems to be that of an honest movie reviewer. Today he come across jaded and bitter. I agree with much of his current review but I fear he may lose many by isolating a whole demographic.

As I watched the crowd that same Friday at the OMSI Game On 2.0 video game history exhibit, I noticed that people of all ages were enjoying themselves. Grandparents were fully present with grandkids, forty something moms were happily playing old and new games with their sons and daughters. Several twenty something couples were there on dates.

Often there will be a temptation to dismiss someone I disagree with or don’t understand. Regardless, even if I honestly do fall on the opposite sides of an issue, I need to remember that the person is still worth my time and respect.

My own personal Eeyore

May 11, 2011 in Company Culture, Connecting, Rants, Social Networking, Twitter with 6 Comments

When I was little I had a stuffed Eeyore. I loved the toy and I felt a real connection to the character. You see, I was a bit of a complainer, even at an early age. I am not sure if I picked this up along the way or if I was born with a melancholy disposition. As I have come to terms with this I think the former is probably the truest. Misery loves company and Eeyore seems to attract plenty of it even if that crowd often thinks we are obnoxious. One day I realized that this was miserable to be around. I began to dive into the reasons I had to complain and go after ways to either change my attitude or my life. We all have due cause to complain about something after all. I realized I could change more than I thought.

Add in social media and platforms for anyone to express themselves through blogs, podcast, YouTube and we have an overexposure of the uglies. It begins with feeling camaraderie with others who are complaining, but then quickly turns in to one big downer. I am not proposing that people should never have an opportunity to share their hurts to find support. However, I am challenging people to turn around and see how others are impacted by your outlook. Who wants to be around someone who constantly is complaining? And yes I have those days that I still sigh a lot (A former co-worker never believed me when I said I was just needing more oxygen those days). But I find I have much better connection with people when I can optimistically take on my day.

This post was first inspired by Gini Dietrich’s post on SpinSucks and by her link to Peter Bergmans post in The Harvard Business Review, both excellent read on the subject.

Sarcasm?

April 6, 2011 in Company Culture, Connecting, General with 19 Comments

So this is a subject that I have been thinking a lot about. It came to the forefront of my world recently when my son said to my wife and I in a kitchen conversation that he just does not get sarcasm. It has become a game for us to help him navigate his ten year old world. We say something and he stops and with a smile says “that was sarcasm”. Really though how do you use or feel about it. In our community conversations it can be an effective tool for communicating. It can also cause pain and misunderstanding for those that receive it. I plan to write on this in more detail but I wanted to pose a few questions to you and see what you have to say. Do you use it? Is it lost on you as a communication style or tool? Do you have stories of how it has caused harm? There are lots of questions here today but that is the point. Thank you for engaging.

What is in it for me?

March 8, 2011 in Company Culture, General with 9 Comments

One of the most quoted lines in movie history is from the The Godfather, “It’s not personal, Sonny. It’s strictly business”.

Do you accept it? Yesterday, for the second time in a week I overheard nearly the same statement in a business meeting. Good business has more to do with the economy of trust and relationship than “what is in it for me”. While the bottom line is important, lasting business, business that changes the world, changes people’s lives has to come from trust and relationship. If it doesn’t, at the end of the deal all we have is money in the bank. As we build those two we also widen our influence. Others come to see us as trustworthy. If I like you and I know you treat others well, then I want to do business with you. Will I look at your business record and practices? Of course I will. But after the downturn and shady business that was exposed, we can’t afford to navigate without the economy of trust and relationship. It takes time, investment, and risk but in the end we have relationship. Sorry Micheal, it is personal even in business.

Gun Shy

March 1, 2011 in Company Culture, Connecting, Customer Service with 5 Comments

As we checked into The Beverly Hills Hotel last Friday, my wife and I both noticed how nervous but nice the front desk staff appeared. We were informed that our room was not ready yet and since they were fully booked for the weekend they did not know how soon it would be. A guest had over stayed and they were trying to get her out. Even after reassuring them that we were easygoing they continued to apologize. You see, they were gun shy.
I had assumed that the staff was accustomed to regular screaming and fit throwing by guests who did not get their way. That was confirmed today when I saw three separate interactions in the lobby where a guest accosted the staff over petty details.
The hotel staff has world class customer service. Coming from a family of restaurant and resort owners I know great service when I see it. As a five star hotel you would expect that, but after visiting with security staff like Pete and the warm, friendly and kind staff of the café in the basement, front desk and room service I can say they truly deserve respect. I have written several drafts on the responsibility of the customer, but post by friend Mark Jones Jr. inspired me to finally post one.
The staff, server, or attendant you treat with either kindness or cruelty may very well be the person you serve one day. Why not leave them enchanted instead of gun shy?

Old boots and lasting customers

February 15, 2011 in Company Culture, Connecting, Customer Service, General, Marketing with 11 Comments

In the early 90′s Eddie Bauer was still trying to uphold the great customer satisfaction guarantee their founder established back in 1922. He basically said that you could bring back any item no matter how worn or old, for a full refund, no questions asked. The customer’s satisfaction came first. It was that policy that made me want to work for the company back then. Over the years as stock manager and floor salesman I met many lifetime customers that stayed with Eddie Bauer for the integrity of that policy.

Back then when I worked in several of the stores, we had many odd returns. Once a guy brought in a pair of old boots including mud and grass. They barely had any sole left. We asked him what the problem was. He replied “they hurt my feet”. These boots looked as if he had walked the entire Pacific Crest Trail from Mexico to Canada 4 times. We politely put the boots behind the counter and gave him a different size. Did it make sense to the employees doing the transaction? No. In fact it seemed insane. But he was only a small percentage of the customers that would take advantage of our policy. Our manager was quick to point out to us that for every odd return like that, we had several customers that just had honest guarantee requests. Every time we acted out the policy we gained many more loyal customers just because we honored it.

Turning a normal customer care call into a friendly exchange, leaves them happy. It works. I experience it every time I call Godaddy. I walked in to Chipolte because nothing else was open. I walked out a fan because both employees at the counter were genuinely friendly, helpful and excited that we trying the store for the first time. Nordstrom got me to spend more money this weekend because they went out of their way to run all over the store to outfit my wife. These may seem like small acts but if they become the way we do business on a regular basis then we will have a greater chance to succeed in the long run. Will it pay of in the short term? Probably not. Quality takes time. I’d rather see slow built strong and quality businesses any day than ones focused on how to make a quick profit over offering quality, connection and experience. If we don’t we are left with businesses (read what Chris found for more) none of us want to be a part of.

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