William is an Assistant Professor at Mount Saint Vincent University in the Department of Business Administration and Tourism and Hospitality Management. He is fascinated by research around how individuals construct and create their social realities, intrigued with the powers of creativity and innovation, and an avid proponent of outstanding service experiences. When not teaching, writing, or researching, he tries to spend time with his family and occasionally paint. He is currently completing his PhD in Management at Saint Mary’s University.
Wednesday, December 7, 2011
Growing up in my house, we always put the tree up the weekend after my birthday. That was the rule; I’m a December baby & never wanted the two celebrations to overlap. Wrapped presents slowly found their way under the tree. Christmas Eve became the family’s twice annual pilgrimage to church, if only to listen to the choral service. Before bed we were always allowed to open one gift; my mother would use her Jedi-elf skills to magically find those new pyjamas hidden under the tree for each of her three boys. Unwrapped Santa presents waited the next morning for the kids as Mom put together a full breakfast before the full-contact sport of present opening began. It was joyously the same every year. Our family traditions.
Traditions like these give the season a sense of ceremony, and families bond with shared history and stories. But this story isn’t about my traditions; it’s about when I discovered some new ones.
In 1991, my girlfriend Andrea and I both attended Carleton University in Ottawa, Ontario. Early that spring, we had decided to move in together, sharing our living space and our lives. That year for the holidays, we returned to our respective family homes in Toronto and celebrated apart. We quickly realized that didn’t work for us. So the next year, we committed to being together. After negotiations, our first Christmas together would be at her family’s home.
Between late fall exams and busy work schedules, we didn’t arrive in Toronto until early Christmas Eve. The first thing I noticed was that there was no tree. I was quickly informed that the tree went up later that afternoon. The tree was already here, of course, waiting in the backyard.
All right, I thought – this is different.
Andrea’s father went out to the backyard with saw in hand, made a fresh cut on the bottom of the tree, popped it in its stand and it was carried into the living room to warm up. You have to let the branches drop, I was told. Have to let it get comfortable.
Over the next hour, the scent of spruce filled the house. Boxes were dug out of their storage homes and laid out on the dining room table, boxes full of family ornaments and tree decorations. When the tree was ‘ready’, the lights were strung and garland wrapped around the tree.
Then it began. Wine & egg nog were poured. Slowly, people started selecting decorations, holding them up and telling stories. “I remember this one – I made it when I was seven.” “Didn’t you make this one for our presents six years ago? Or was it seven?” Over the next hour, the tree filled up with history and glass balls, homemade beaded hangings and memories.
There was no rush, no hurry. Just time together. It was the commencement of the celebration.
Bing. You’re Asleep.
Later that evening, I was presented with my very own stocking. You see, everyone in the family has a stocking made by Andrea’s Mum. Tradition. And not those tight, felty ones either, but crocheted; the stretchy kind that looks just like a sock but is easily manipulated into any shape so as to accommodate an overflow of stocking presents.
I was touched at receiving it. It was a symbol of acceptance. Perhaps moving in with their only daughter was ok, I thought. Needless to say, I was a tad concerned that soon after I had received such a wonderful gift, it had disappeared. When I asked quietly if someone had seen my stocking, I was introduced to a new family saying.
“Don’t ask silly questions at Christmas.”
All right, I thought – this is really different.
The evening was full of food, homemade chilli and fresh bread, and games around the table. There was lots of laughing and silliness with just enough competition to keep everyone on their toes. As the evening wrapped up, Andrea and I retired to the basement; it was agreed upon weeks prior that we would be allowed to share a room. Normal ‘sleep wells’ were passed around. The tree lights were turned out. The house settled down for the night.
As Andrea and I just were beginning to tuck in for our long winter’s rest, a knock came at our bedroom door. As it slowly opened, there stood her father looking quite serious. He starred at me for a long, silent beat. Then, he said the following words to me, words that I will never forget. He said,
“Bing. You’re asleep.”
Pardon, I thought. Looking over to Andrea for clarification, all I found was my girlfriend, head on pillow, eyes closed, it the position of sleep. Great, I thought. I’m going to close my eyes and Dad gets a little revenge.
Eyes closed. Head down. Waiting...
After just a few moments, our room door closed. I opened one eye. Safe. Then the other. All clear. Andrea was going about her bed routine as if nothing had happened. I, of course, noticed two VERY full stockings hung with care at the end our bed. I pointed and was about to ask about this appearance when I was quickly cut off.
“There’s nothing there.” Andrea said. And that was that.
Before going to sleep, I asked Andrea, “What time do things start happening in the morning?” Without hesitation, she answered, “7”.
Seven? A.M.? There was no way a house full of adults were going to be up at 7 a.m. to start unwrapping. I let this pass. We’ll see what happens when everyone wakes up, I thought. Go with the flow.
Now I can tell you that I didn’t get woken up by any alarm the next day, but rather a strange, high speed vibration coming across the mattress. I opened my sleep-covered eyes to be greeted by my bedside clock that read 6:52 a.m. As I rolled over, I found Andrea curled up in a ball in the top corner of her bed, knees pulled into her chest, a pillow hugged tightly. She was shaking with pure childhood excitement about Christmas morning, physically quivering enough to send vibrations throughout the whole bed.
As her eyes moved over to me, she quietly whispered, “I was hoping not to wake you up!!”
Then she reached down to the foot of the bed, unclipped her stocking, and held it up in front of her at arm’s length. Looking right at me with the grin of a six year old, she exclaimed, “Presents!”
All right, I thought – the woman I’ve fallen in love with is crazy.
I unclipped my stocking. I held it out, nodding my head up and down in a coffee-deprived haze. “Presents” I said. Best to mimic the natives lest they turn on you, I thought.
At the strike of 7 a.m. she opened our door and we quietly crept up the basement stairs. We were returning to the land of logic, I thought. Her brother, whom I had known for over six years now, was practical and level headed; I’ll sit close to him, I thought. As we reached the top stair, the basement door opened. There, standing at the top of the stairs, arm stretched out with a full stocking in hand and a grin from ear to ear was her brother. “Presents!” he exclaimed. And we were quickly ushered into her parent’s room, everyone piling up on the bed, to start the day opening our stocking together.
I married that wonderfully crazy woman just a couple of years later. Over the years, we have blended our traditions, bringing together the best of both families.
On December 25th, 2011, for the twentieth year in a row, my wife and I will be celebrating Christmas together. My in-laws will have the comfort of our guestroom in Halifax this year; my brother-in-law and his new bride will be here with us as well. At the crack of 7 in the morning, our two young sons will come running into our bedroom, their stocking, handmade by Granny and stuffed by Santa, held high. We will all pile onto our bed to start the day.
I will be holding my stocking, that same stocking from my first crazy Christmas twenty years earlier, at arm’s length. And with a grin, I will exclaim, “Presents!”
Monday, November 21, 2011
Sometimes we fill our plate so full, we try to use all of our time 'doing' things, that we can forget to use our time properly. This has happened to me over the last couple months. So busy doing 101 different things that I've been pushing the truly important things off to one side.
My family has felt the brunt of this. I've been a distracted father, the one who'll be up to read a story just as soon as I finish writing my next thought, a distracted husband who has been busy every evening and weekend on one project or another.
My dissertation has also suffered as I have been gravitating to writing projects, including this blog, that have provided me with quick hits. Writing a doctoral thesis rarely provides instant gratification; it is a marathon project. Instead of putting in the work training for the marathon, I've enjoyed the successful burst of sprint writing.
To this end, I'm adjusting some priorities. I'll still write blog postings when I have a hot idea that I really need to share. However, I won't be hunting for topics for a while. I'll still take on presentations, but only those that either a) move my dissertation research forward or b) are directly related to my current 1-2 topical areas of interest.
If you notice gaps in my posts over the next number of months, this is the reason. I have a few big tasks to knock out of the ballpark and it's time to step up to the plate. I have a few family members that deserve far more attention and it's time to strike a better balance.
To repeat one of my earlier tweets today:
Pixar Wisdom (from 'UP'): "Thanks for the adventure. Now go have a new one. "
This too, in some way, is part of the education of a prof I guess. So, I'll still be around. Just a tad less here for a while. Thanks for understanding! I hope you'll stick with me as new things start happening.
Saturday, October 29, 2011
A little odd you might think. Isn’t it natural that when one person in a family finds a good service, the rest of the family uses that same service provider? Isn’t it...obvious?
No. It’s not obvious. I have the ability to choose for myself who to go do, and this dentist’s office understands that fact. If my wife and I end up in the same place, our kids will likely go there. If we are happy with the service, we’ll stay, talk about it, even recommend more people.
Our local dentist’s office understands the power of ‘thank you’, of moving away from an assumption of satisfaction, from an email or voice message. They took the time to sign a card and say it personally. They invested a little bit of themselves into the relationship.
Over the last three weeks, I’ve received a few hand-written cards of thanks. I keep each one and display time in my office like Christmas cards. To me, the senders of these cards understand the need to get back to the basics of human relationships. For that, I celebrate their actions and their tokens.
How do you like to be thanked? How important is this human touch in your world? Let me know in the comments.
Wednesday, October 5, 2011
Having a relatively short blogging history IMHO (under 40 blogs to date), the idea of contributing to another person's blog was exciting. I could think about the messages that I wanted to share in other places, the tone that I wanted to convey and work on different topics.
At the time that I wrote this post, I had been to Shakespeare by the Sea here in Halifax, Nova Scotia. They do a fantastic job putting on outdoor theatre and working with the audience that I was inspired to draw some links between live theatre and customer service (not a huge stretch, I know).
After I wrote and submitted it, I started to think about what it meant to share content on other blogs - taking my material to the home field of other people. It struck me that this type of sharing and engaging was exactly why I jumped into social media. To share my stories with others while I worked through them myself. To interact and engage with both like-minded and other-minded people. And to expand my community in the process. My new community now includes Daniel Sharkov, a 17 year old blogger that's expanded my education about blogging, sharing and the development of an online network.
Without a doubt, I'll be taking up more guest blogging opportunities. It was great fun. I guess I can also continue to be comfortable with my blog title "The Education of a Prof". I'm still learning.
Saturday, September 24, 2011
Meanings and ideas become consistent. Things are easier to understand. We lose the ability or willingness to hold multiple meanings in our heads at the same point in time. Our interpretations become more static and our experimentation occurs less frequently.
We slowly slide away from F. Scott Fitzgerald’s ideal design when he said, “The test of a first-rate intelligence is the ability to hold two opposing ideas in mind at the same time and still retain the ability to function.”
Remember when a butter knife was the best screwdriver in the kitchen? Many of us even had that perfect knife/tool at the back of our utensils drawer, the one with the tip that had snapped off. (We’d never put it on the table but it became an even better screwdriver!) Yet at some point, a subtle shift happens inside that compels us to search the entire house for the ‘right’ screwdriver because, for heaven’s sake, the butter knife is a ‘knife’.
Now I like to think of myself as a little creative, but still I find myself falling into this static thinking occasionally. Luckily, I have a couple of rug rats here who do not suffer from any such debilitating issues of imagination.
In our house, Robin Hood is currently the story of choice. The books are read and the classic Disney animated film, with Robin Hood as a fox, is on high rotation. We even took the boys twice to see Robin Hood performed live by a local Halifax theatre troop.
Naturally, this leads to Robin Hood play from the boys. Imaginary arrows and battles erupt in their playroom. Costumes are donned and characters established. At the drop of a hat, they even break into song about their adventures!
This morning, the playroom was quieter than normal. Then I started to here clicks, followed by a small item bouncing across the floor. Click – tink tink... click – tink tink... Hmmm, time to investigate.
My two young ‘merry men’ had figured out that the car launcher from their Matchbox car racing track could be removed. They had also discovered that the tiny Yield signs from their city centre fit quite well inside the launcher. And they were both in full Robin Hood adventure costumes. Testing out their newly created projectile launcher.
Yes - they built a crossbow.
It was awkward and only pushed the projectile a foot or so. But it worked. And they were super pumped! Merry men indeed.
It’s on my desk right now. Letting them launch things at each other didn’t seem wise. They are off in their playroom building a new imaginary world out of pillows, a bouncy ball, a few fire engines and a monster truck.
I’m left amazed at their creativity. And also curious about why I didn’t think of it first. I guess I need to spend more time in the playroom.
How about you?
Monday, September 19, 2011
I’ve been away from home travelling on a 4 day trip. The main way that I get updated on the boys is through text messaging from my wife. Sadly, I miss a lot of the little things – their goofy games and imagination, as well as the dramatic intrigue that tends to develop between two brothers. The other afternoon, I received this message.
Monday, September 12, 2011
Ten years ago, I, as with so many other people, heard the news about American Airlines Flight 11 striking the north tower of the World Trade Centre in New York City. I watched on live television as United Airlines Flight 175 crashed into the south tower just a few minutes later. The events continued as American Airlines Flight 77 was flown into the Pentagon while United Airlines Flight 93 was forced to crash land in a field in Pennsylvania. I can tell you where I was at each of those moments.
On that day, and many that followed, we watched first responders demonstrate incredible acts of heroism, running towards a scene everyone else wanted to be far away from. People outside the affected areas helped the best they could and in whatever way they could; 40 planes were accepted by Halifax International Airport, Vancouver International received over 8,500 diverted passengers while Gander International Airport accepted 39 rerouted planes, causing the population of Gander to swell by over 65% in hours.
- 2,740 kids died from malaria. Most lacked the simple protection of a mosquito net.
- 6, 027 people were newly infected with HIV.
- 9,795 people died from water-related disease because they don’t have access to clean drinking water.
- 25,000+ died from starvation or hunger-related issues.
All of these deaths occurred today. That’s right – today. The same number of people died yesterday, the day before and each day before. By rough count, that’s 13,700,275 deaths in the last 12 months around basic food and water needs, as well as a disease few in advanced countries ever encounter.
Thursday, September 1, 2011
I am a self-confessed 'active' user of social media.
- If you are interested in connecting with people of similar interests, having conversations and perhaps building a community, Twitter is a great platform. I, for one, use Twitter a great deal and plan on having my students use it to engage with their industry community this fall.
- Perhaps you would like to share video content – in this case, a YouTube account might be your platform of choice.
- Are you interested in a more secure environment in which you can share longer posts, photos, links and other content behind some controlled filters? Facebook and Google+ are great platforms for this type of activity.
- What about longer opinions pieces, thoughts or essays that others can read and response to? A blogging platform such as Wordpress or Blogger would be fantastic.
Thursday, August 25, 2011
As if customers really walk out of a store and say, “Honey! You wouldn’t believe the service I just received! They gave me a 10% discount – that’s amazing service!” This isn’t service. It’s pricing. There is NO service going on here at all.
Giving amazing service is about listening to your customers, paying attention to how they behave and what they want, then enacting that as well as communicating it to them. My wife went into our local big box bookstore this week to complete an exchange. She didn’t have a receipt, just the unread book given to her as a gift. It costs the bookstore absolutely nothing for this transaction. Zero. Nevertheless, she needed to fill out forms and answer questions. Why? So that the store felt comfortable that they weren’t being ripped off. The unintended consequence is that store is actually saying they naturally distrust their customers. This is a bad process, clearly showing how tied service is to operations.
If you are in the business of dealing with people, how you interact with them and move them through their experiences with you needs to be viewed as service. This became crystal clear tonight when I took the kids to McDonald's.
Anyone who has been to a newly renovated McDonald's can appreciate the time invested in designing a restaurant that is attractive for both senior and junior clientele. New colours, patterns, and textures scream out, “This is not the fast food restaurant of the 1980’s.” For this they should be congratulated.
But which architectural genius forgot to include a proper queue system? You see, at these new McDonald's, people randomly gather en masse in front of the order counter without any indication of how to line up. Is it one line per cashier? One common line up? Really, it is just a mass of people constructing their own ‘line’ waiting for the next cashier to yell out, ‘I can help the next person in line!”
This is not nuclear physics. We are not splitting atoms.
Yet without an established structure that serves customers through the wait, the order, and the pickup, McDonald's has created disservice. That’s right. Customers stand around confused, bumping into each other, not knowing when to advance or how to pick up their food. The basic food service delivery system fails to acknowledge how customers behave and what they need. At a quick service restaurant, no one wants to feel stupid or awkward. Do the basic operations of your business help customers connect with you or create disharmony?
Sunday, July 24, 2011
I’ve been on the road now for 12 days of a 19 day trip. In that time, I’ve collected some great experiences and examples of customer service. I’ve met the cashier at Wal-Mart who was exceedingly helpful and friendly, the trainee at Tim Hortons who had severe difficulty with the entire ‘pour coffee in cup’ concept, and the very serious salesperson at Brooks Brothers that ended up teaching my 4 year old to whimsically hide in amongst the clothing racks.
While moving around day to day, occasionally, there are moments that truly catch you by complete surprise. One of these happened to me in North Conway, New Hampshire.
Deciding to enjoy the benefits of tax-free shopping for our ever-growing boys, we stopped in at The Children’s Place. We’ve shopped at this retail brand before in Halifax. We knew that we’d find suitable clothes at some great prices in the outlet shop. We always had a reasonably good experience with them.
After picking out about six items, we headed over to pay. Waiting in line, I noticed the lady at the cash register having an odd conversation with both the cashier and the manager. After a few minutes, she promptly turned around, walked up to me as the next in line and handed me a coupon, saying “Well, someone should be able to use it. Enjoy.” Then, she then leaves the store. She doesn’t have a happy air about her.
Ok. Random. Generous. Unexpected.
Of course, now I want to know the whole story. As the cashier starts ringing up my items, I casually inquire about what just happened.
“That was nice of her - why couldn’t she use that coupon?” I ask.
“You have to present that coupon before you pay for your clothes. She had forgotten it in her pocket until after she paid. It’s no good after you pay.”
Apparently, this customer had honestly forgotten about the coupon until just after she paid. This happens sometimes; when you’re trying to herd kids through a shopping experience, you can sometimes even forget your own name. When she realized she’d forgotten about the coupon, she asked the clerk if she could still use it. The cashier promptly quoted the store policy.
Being clever, the customer happily asked to return her items, get a refund and then use her coupon. Simple enough, perhaps even something the cashier might have offered.
Nope. The cashier calls over the manager to explain this customer’s plan. What were the manager’s possible response options?
What a lost moment, one in which the staff could have showcased their customer dedication in front of a line up of other clients. Now, we all have a bad taste in our mouths. They might as well post a sign at the cash saying "Our policy is to make you feel wrong."
How many more times do you think that she’ll shop at The Children’s Place? How many people will she tell? How many blogs will her story show up in? Will she tell people on Facebook? Twitter? Yelp? Google+?
These once private events of service neglect are no longer private.
For anyone fanatical about creating awesome customer experiences, this was an opportunity to impress, to excel and to create another customer advocate. In today’s service economy, companies need to educate every single employee about the value of the customer experience.
How do you expect to be treated? Leave a comment and share your thoughts.
Monday, June 20, 2011
Wednesday, June 15, 2011
I believe that the humanization of commerce is the next era in business development.
Of course, the humanization of business isn’t just about amazing face to face service. That would be far too simplistic for business success. Every part of our business needs to think ‘customer first’. Key parts of this include the physical structure, infrastructure and design.
I’ve just returned from a decent size road trip with my family (two adults, two kids under six years old) of 3400+ km over four days, During that trip, I repeatedly encountered parts of the service equation that are most essential to road warriors. The rest stop.
Over the last four years, the province of Ontario has invested in the construction of new, modern and standardized service centres called “ONroute”. As the leased properties of older service centres along both Highways 401 & 400 have come up, the Ontario government has been replacing the old, eclectic, out-dated service centres with standardized modern facilities.
These are the services designed into each of the stations:
- Parking lots that are consistent and simple to navigate
- Gas pumps with hoses designed to reach both sides of your car (no more waiting in line for the pump on the correct side)
- Environmentally friendly buildings, utilizing water free urinals, low consumption toilets and the coolest touchless hand dryers I’ve seen in a long time!
- Designated rest and exercise areas of pets; no more trying to walk Fido around the old tiny grass perimeters
- A design that allows for natural lighting to be provided to 75% of all areas
Now, in Ontario, the infrastructure has become clean, fresh and modern. I actually looked forward to making a stop just so that I could marvel at all the thought put into these facilities. After travelling through three other provinces to return home, I think other provinces could learn a huge lesson here. Investment in facilities sends a clear message to your customers: we want your travel dollars, appreciate your needs on the road, and are willing to service you to the very best of our abilities.
The government of Ontario listened to their customers. Then they actually did something about it. Well done!
Monday, June 6, 2011
- The flight
- Your checked baggage
- Your choice of seat
- Possible flight changes
- Select beverages
Customers determine value. A product or service has no value until it is assigned by the customer. Me.
Value is determined through a combination of a) the quality of the product or service, b) the responsiveness of the service provider in every single interaction, and c) the ability of the product or service to solve my problem.
Low quality products have little value. Those items that you bought at the dollar store over the weekend have a low quality. They might have solved your immediate problem, but if/when they break, you won’t be crying about it. Responsiveness (listening) builds value; when the barista at the coffee house remembers my coffee and preps it when I walk in the coffee house, I become a loyal customer. Finally, products / services have to solve problems. Every single company needs to understand that they are in the problem-solving business.
When you choose to segment your offerings into separate items, in some cases you are actually making it harder for your customers to deal with you. You are punishing them instead of rewarding them.
How about this – all flyers get one checked bag free. Always. On every route. If they show up to the check-in counter without a checked bag, you instantly give them a $20 voucher that can be applied to their next flight. Fully transferable and always redeemable. Let customers use as many of them together as they like! This would be seen as a massive bonus, a victory instead of a punishment.
Charge people once, then pile on all of the products and services that give greater quality, that show me you’re listening, and that solve my problems.
Porter Airlines has figured this out. Porter is a regional airline that has chosen very specific routes to maximize passengers and minimize costs. They use the same planes on most/all of their routes. Very efficient. When you purchase a ticket to fly on Porter, you get the flight, two carry-on bags, one checked bag, in-flight snacks and beverage (both non-alcoholic and alcoholic) all included. Everything you need to get from, say, Toronto to Boston is included. No additional fees, no extra costs. This also means that each time you see a Porter staff member, their only role is to make sure your travel is smooth and to thank you for flying Porter Airlines.
Businesses have the opportunity to create offerings, but customers always determine the value. Every single time business makes it harder or put the work back on the customer, the value of the offering suffers.
Value is a perception, not an equation.
Monday, May 30, 2011
The ‘good’ was shown in two standout moments of service.
The first came during our flight home on the red eye. The flight attendant was passing by offering drinks. I, of course, had a sleeping 4 year old nested on top of me and could not move. When she asked if I would like something, I jokingly said that I’d love a glass of wine but my wallet was buried under a 40 lb sack of potatoes. Without blinking, she placed a bottle of red and a glass on my table with a note that I should just come find her when I was freed. What awesome heads up service and a demonstration of trust!
The second moment came during our last leg of the trip home. Again, the flight attendant (seriously, these front line gems really do make all the difference!) had a ‘Good Morning Vietnam’ attitude and an in-your-face charm that created a relaxed and fun trip. Her landing script: “We’re putting this plane down in Halifax so your seats need to be in the upright position. For those of you that are confused about this, you push that little silver button on your arm rest then lean forward. If you are sitting in the most uncomfortable position possible, you got it right.” She was a shining example of the character found with SouthWest or WestJet.
Observations: Your front line people are the face, brand, and voice of your company. When they treat customers as real people through active listening, appropriate responses and authentic interactions, they exponentially magnify value.
The ‘bad’ stemmed from a combination of miscommunication and horrible service recovery.
About a week before our trip, I was having challenges with the airline’s website, so I (gasp) called their service centre to ask about baggage sizes and fees. Over the phone, I was told that the first bag from Canada to Hawaii was free; I still have the notes and confirmed the details twice. I called because we didn’t need any hiccups at the airport.
When we arrived, the self check-in system (see below for the ‘ugly’) was trying to charge us $25 per bag. Looking for help, we found two agents talking at the front counter but they kept pushing us back to the self-service kiosks before they would speak with us. After some tension, we explained about the telephone call. The response: they just pointed to the fee sign. “But I was speaking with someone from your company?!” I said. Another point of the finger to the posted fees. Finally, a supervisor jumped in to move things along. Two things happened: A) The information that was passing along by the agent to the supervisor about my phone call was referred to as my ‘claim’, right in front of me (read: you’re lying), and B) we were told multiple times how wrong we were before they finally waived the fees.
Observations: The customer may not always be right, but the customer is always the customer. Even if I was horribly wrong, your role is to take care of me and make things right. Rubbing salt in the wound means you lose.
Side note to all airlines currently charging for luggage: If I can check one bag for no charge on a 3 hour flight to the Caribbean, I should be able to check one bag for no charge on a 12+ hour flight to Hawaii. They are both international. Seriously – get over this flawed business plan. Better yet, charge me $25 more for the ticket and give everyone, everywhere their first checked bag free. This instantly raises the value of your service; people willingly pay for greater value.
Like most airlines today, Continental has self-service kiosks. Frequent travellers know the procedures and can navigate this system quickly. However, other travellers need more assistance, so they need to use the staffed service counter. Sure, self-service kiosks can create efficiencies and reduce wages. But if they are your only source of service, it is a prime point for bottlenecks.
At the Honolulu International Airport, Continental Airlines has 10 self-service kiosks. Yup - ten. On the day we were departing, eight were functional, and the line up to use these machines was nearly out of the airport. This is because many leisure travellers are also infrequent travellers who require more time to navigate the self-service processes.
Here’s the kicker: As I waited in line for nearly 40 minutes, I counted seven Continental staff members working behind the self-service kiosks helping passengers get their boarding passes, weight and check luggage, and have various travel questions answered.
If you have seven staff members monitoring eight self-service kiosks, you can no longer call it self-service. Period. Full stop. End of story. Bring in an additional person, staff every functioning station, and label it correctly: customer service.
Observations: Every time you dehumanize contact with your customers under the name of efficiency, you erode the value. And each time you dehumanize an interaction, you will need to infuse the human touch at another point.
Continental Airlines isn’t the only company missing a service focus. But they are the one that I spend 30+ hours engaged and interacting with, encountering dozens of staff members. Some individuals were absolutely wonderful. But the underlying focus on people seemed absent.
Service industries need to shake off business processes designed for the industrial age. Luggage can be transported efficiently through an airport. People have needs, emotions and perceptions; handle them with the care they deserve.
In today’s business environment, especially in any service industry, putting processes in front of people will be the quickest path to failure.
Monday, May 16, 2011
|"Let's try listening!"|
But much more important: How many people did he leave insulted and offended in his wake? And how many of these people talked to others about him? His reputation as a weasel (sometimes ridiculously classified as a ‘player’) was solidified quickly and lasted an incredibly long time.
In the social environment, he was less interested in engagement and more interested in closing the deal…a deal…ANY deal!
This story jumped into my head today as I was scanning my twitter feeds. I noticed a bunch of tweets directed right to me from people I have not yet spoken to or engaged with. Many of them wanted me to go to their Facebook page, their webpage, read their business model, or look at their Amazon book.
I’m relatively new to the twitterverse (@williamcmurray), having been there about 5 months. I have 300+ followers, made 1700 total tweets with an average of 11 a day, and I’m following nearly 500 people. However, following some early advice from Scott Stratten (@unmarketing), I’m maintaining a reply / retweet percentage of over 70%. Seven out of every 10 tweets I make are either engaging in a conversation with someone or sharing content that I think is cool. My community is slowly growing at a manageable pace, equal to the amount of time I spend engaging.
To my friends in social media, both today and tomorrow, let’s make a pact. We’ll keep listening, continue to engage, commit to interacting with each other, and agree to stay real. And no, you won’t need to sign up for my newsletter to do that.
Tuesday, April 12, 2011
For university students, nearing the end of your exam period in April evokes the same feelings as an eight year old on Christmas Eve. Visions of sugar plums and a semester full of course notes dance through the air.
Euphoria that this day has once again finally, magically arrived!
Go celebrate! Enjoy yourself - you've earned it.You are justified to let loose after your exams, embracing the feeling that all of your work has finally come to an end. For many, this means four months without textbooks, assignments or classes.
Yet, this time is a perfect period for preparation. Yup. It’s a wise idea to tie up a few loose ends before you leave your school for the summer and lay the ground for success next year.
Think about it – at this moment, you are keenly focused on your educational path, immersed in both the details of your program of study and the processes of your school. This is the ideal moment to put some plans into place for the coming semester so that you do not come back in the fall cold and ill-prepared.
To help, here’s a quick to-do list, tasks that you should consider before you being your summer adventures:
- Check your academic progress
- Review your degree course check list
- Pick your courses now
- Seek the assistance of an advisor
- Review available bursaries and scholarships for the coming year
- Make decisions on living arrangements for the fall
Congratulations on making it to the end of another term!
Saturday, April 9, 2011
April is always an interesting time of year.
As I look out my window, the sun has climbed over the horizon to brighten another beautiful spring day. Birds are singing as they gather around the feeders for their first meal of the day. The first tiny buds are developing on the trees; signs of life are everywhere.
Unfortunately, many students won’t have the pleasure of enjoying this sight today. Heads are still on pillows after long nights of studying. It is, after all, exam season.
As a student myself for 14 years of post-secondary education, having taken far more than my fair share of exams, I’ve learned a few tricks and tips. Mostly, planning is key!
- Understand the exam you will be writing. Will it be multiple choice or short answers? Calculations or essay questions? This will fundamentally change how you will need to prepare for you test. Some question styles allow you to be familiar with concepts while others require that you have clear, concise definitions and examples ready.
- Review the course outline and notes from your first class. During the first class, your instructor discussed the goals and desired outcomes of the course. Most exams are written to test against desired skill sets and outcomes; you can easily forget the ‘purpose’ of the course after 13 busy weeks of course work. Start at the beginning.
- Understand your course and instructor. Subject matter is important, of course. However, the person crafting the exam will have certain styles and preferences that you can pick up on. Note that if it’s a large, common exam for many instructors teaching the same course, you should to try to gather this information ahead of time.
- Take care of your body and mind. Granted that during exam periods, a lot of studying will take place. It is during this time that you must pay special attention to your diet and sleep habits. Caffeine-fuelled all-nighters might seem like a bright idea, but you can hardly do this for a whole exam period. Sleep and nutrition keep you calmer and help you focus. Plus, you’ll avoid the energy spikes and crashes that inevitably come with CWC (cramming with coffee).
- Schedule everything. Yes, everything in your exam period should be scheduled, including study time, eating, and sleeping. A schedule will boost your confidence that you have sufficient space to prepare for your exams. This is not the time to take on those extra work shifts or catch up on visits with family and friends; they can all wait until you are finished your exams. Stay focused.
Remember that everyone is invested in your success!
Monday, March 14, 2011
Recently, Luna has built up enough trust to nest on my shoulders. She’ll relax in a perfectly balanced position as I go about my normal routines working on the computer, making coffee and wandering from room to room. Gentle, consistent movements that she can predict and few expectations that she’ll stay; she’s up when she wants and gets off when she feels it’s time to depart.
Of course, my sons see this and continually ask why Luna won’t ride on their shoulders. I’ve caught them more than a few times heaving her up on their backs with instructions like “Sit down Luna”; often these commands come with a vice-like grip, holding her in place momentarily. Yesterday, that resulted in someone getting a nice scratch down one arm (taken without complaint, but with the comment “Luna, that wasn’t very nice." as the cat ran away).
They’re confused as to why I can successfully get her to ride on my shoulders while they can’t. They’re confused when I tell them that I don’t put her there; she comes on her own. She wants to be close and cuddle, but on her terms, not mine.
Many of our relationships are like this, especially in the service industry. When we can find it, we always prefer to do business with people that we trust. When I eat out, I want to trust that my server is really listening to me. In a hotel, I want to trust that my room assignment meets my needs. The sweet lady at the coffee counter on campus knows that I like a large, single cream with two cups because I'll be walking across campus.
Trust takes time to build, a commitment to slow, incremental steps of consistent behaviour that create a comfortable, predictable environment. Safe, but not in the boring fashion – rather the safety that comes from knowing someone has your best interests in mind and is looking out for you.
Building up a trusting relationship takes time and intention. There are no shortcuts. It cannot be transferred from someone else. And trust, just like your reputation, can be quickly damaged. When building a trusting relationship, consider:
- Moving slowly – jumping into action, demonstrating too much intensity, or jumping to the end of the interaction (such as trying to close way too soon!) will not build a foundation of trust. It’s not about you – it’s about building trust
- Being fluid – be aware of changes happening, whether it’s with the people you are dealing with or the context you are working within. Cookie cutter responses used in changing, fluid situations do not demonstrate authenticity. Remember that it’s not about you – it’s about building trust.
- Showing patience – sometimes relationships make progress, while other times they slide backwards. Invest time being with people, talking to them and demonstrating that you will be consistent in how you deal with them. (It’s not about you – it’s about building trust.)
- Investing time – trust comes from establishing a historical base of actions that meet or go beyond our expectations. Sure, an initial WOW moment is great for getting attention. But remember that flames make a fire pretty, while the coals are what gives it real heat. Coals take time to develop and are much tougher to extinguish. It's not about you - I think you've heard this before.
These are tough concepts for my boys right now. They are hardly fluid, rarely move slowly, and patience is measured in seconds around here.
Luckily, Luna knows some pretty good hiding spots.
Monday, March 7, 2011
The announcement came down one afternoon that the facility was going to be named after the patroness of the region, much in the same way many other buildings and centres had been in the past. To me, this was just a bunch of people selling out to political pressure and I was none too pleased. I could have just let it go. I could have continued to grump about it. I could have learned more before speaking. Nope, not me.
I wrote an email. A permanent, on the record, saved in the files kind of email addressed right to THE person in charge of the decision. As the organizational chart went, it was directed to my boss's boss's boss, the very same person who took the risk of hiring me in the first place just a couple years earlier.
Long paragraphs were crafted about the need to be our own organization, not caving to pressures outside of our four walls. I wrote of pride and honour, and questioned the wisdom of the decision at more than a couple of levels. With misplaced confidence, I ended my note with 'Just my two cents." and hit send. Essentially, my note was a “what not to do" in the digital age. Luckily, I was smart enough to keep the email address to only one person.
Just a few days later, my phone rang. Being neck deep in teaching and students, I wasn't thinking much about the email I had sent a short while prior. On the other end of the phone call was the person in charge, asking if I had time to chat; he would come to me. It's amazing how quickly you can retrieve and reread information when panic strikes, and I consumed my past prose with fresh eyes.
I was doomed. This was bad – really bad.
He joined me in my office, coming in with a calm, patient demeanour. No beating around the bush today, he got right to it; he told me that he was here about my email.
An agreement was struck that day. Should I ever feel the need to express myself about an issue, I need only include the tuppence with my comments as a way of signalling their importance. He would in turn return the coin to me after we had the chance to speak about it face to face.
I’m no longer with that company, but I still have that mentor. And I still have the tuppence. It lives on my desk to remind me of the responsibility that comes with using your voice, along with the importance of using it with intention, with conviction and with compassion. It symbolizes the effort involved in listening to others and valuing their input, especially when they disagree with you. It’s a simple tool that encourages and celebrates civil, honest discourse and promotes critical thought while protecting and respecting people.
I think we need more tuppences in circulation.
But that’s just my two cents.
Saturday, February 26, 2011
My experience in teaching tells me that this is crunch time for many students; a time to reflect on their performance in the last six weeks and six months. It is a time to pull up socks and engage with material. A time to jump into the game.
The weather is changing - spring is in the air. No wait. Employment is in the air! Jobs and money, work and reward.
Yes, it is time to successfully finish one journey and move on to another. If you are in a position at school that brings your success into question, consider the following:
- Get help - Every student questioning their status right now should book an appointment with a faculty member to assess performance and get suggestions on improvement. Trying to succeed in school without feedback is like trying to get to the Olympics without a coach. Could happen, but not likely.