Saturday, September 24, 2011

Playtime: Get your creative groove on

At some point in our life, most of us shift towards the literal. Really literal.

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

Leave it better than we found it

Anyone who is a parent understands that there are days (weeks, months...insert the timeline appropriate to you) where you feel that you are just talking into the air and your kids just aren’t listening. It doesn’t seem that anything you say or do is connecting. It can be frustrating; you never know if you’re making a difference. It’s not dissimilar to the feelings we can have at work with our students or customers. How much of what we are trying to communicate are they getting? It appears sometimes that they aren’t completely engaged – is our message wasted?

Fortunately, we get reminded every now and again about the impact we can have on those around us.

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.

`Your son is picking up napkins off all the tables, because `Daddy said to leave it better than we found it.”

One simple text and I melted. I felt pride as I read this message, thrilled that my 5 year old could clearly explain why he was helping to clean up tables in the food court at the shopping mall.

As I think of this, I’m struck by two lessons.

First, we need to always be aware of the influence we can have on other people. Sometimes, our messages can have instant reactions; however, often our communications, actions and words have long standing influences that don’t immediately manifest themselves. Trust that those around you are paying attention to both what you say and what you do.

Second, shouldn’t we always be striving to leave things better than we found them? Why shouldn’t we pick up that napkin someone left behind? Sure, it’s not ‘our job’, but if we have the power to make things better with such a minimal action, why shouldn’t we help out. More than objects, wouldn’t it be fantastic if we could leave people feeling better than when we found them through acts of kindness and compassion?

Pure idealism? More than likely.

But when my 5 year old is diligently picking up napkins to leave the food court better than how he found it, I think it’s time to strive for a more idealistic world. Because in that moment, he became the teacher.

Monday, September 12, 2011

Sept 11, 2011: Mixed Feelings and Media Myopia

I’m having a very mixed reaction to the last few days.

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.

Ten years later, the heroes should be celebrated and the dead remembered. Families and communities should come together, stand together, grieve and reflect together. Those who lost their lives were victims of an unimaginable event. Those who stepped up to help were heroic precisely because they jumped forward into action despite the inconceivable events transpiring.

Unimaginable. Inconceivable. The events of 9/11 were so large, so dramatically impactful, that they have become rooted as a chapter in the American story. Tragedy and triumph.

This I understand. Yet mixed feelings have surfaced again. Not around the magnitude of the attack or the tragedy of loss.

Mixed feelings come from the overwhelming rhetoric and coverage around this anniversary. Vice President Biden talked today about ‘a 9/11 generation of warriors’ galvanized around the event to fight back. News organizations like Fox News, CNN and MSNBC, as well as our own CBC, have filled hours with footage of the attacks and follow up interviews with family members speaking 10 years later.

When I woke up this morning, the U.S. East Coast media was into full coverage. At 6:23 a.m. EST.

Why are feelings mixed?

On September 11, 2001, 2,977 victims lost their lives in a tragic, unpredictable, horrific terrorist attack. Lives were senselessly ended and no one saw it coming. Three thousand, six hundred and fifty two days later, all major news networks devoted significant portions of their day to the various ceremonies. President Obama made numerous speeches in New York and Washington. Former Presidents Bush and Clinton spoke in Pennsylvania. At Ground Zero, the name of each victim was read aloud. Ten years later, all attention was brought to bear on one event, one randomly terrible event.

If something could have been done to stop it, to change the course of events, to advert this tragedy, we would all have stepped up, right? There is no way that a civilized society would have let this many people die if there was something in their power to stop it? Of course not.

Before I go to sleep tonight, here are a few other events of note:
  • 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.

We know how to clean water and make it safe to drink. We know how to grow food and how to protect people from disease. But we haven’t yet taken action. The numbers continue to rise. Many people are simply unaware. Did you hear the name of one child who died from malaria mentioned on the news today? Me neither. Perhaps there just wasn’t room in the 24 hour news cycle.

‘Tragedy’ is when a disastrous event happens, and 9/11 was indeed a tragedy. When disastrous events continue to happen daily and we do little about it, well, that is simply ‘tragic’.

Thursday, September 1, 2011

Purpose determines platform


I am a self-confessed 'active' user of social media.

I’m linked in on LinkedIn. My face is booked on Facebook. I was even able to get an early ‘plus’ during the Google+ beta launch last month. According to my analytics from TweetStats.com, I could possibly have a tweet-diction.

As a result, I find that I’m also having a lot of conversations about social media.

People seem curious about what I’m tweeting and why I’m tweeting so much. For me, it has mostly been about building relationships, having conversations and engaging with some very cool people. My enthusiasm about social media tends to seep through just a wee bit as I talk about what I call my ‘successes’: my conversations with top authors in the social media field, the recent invitations to guest blog on other sites, and especially about the day a wicked poster was hand delivered to my office simply because of a quick conversation (thanks @pirie and @kulapartners!).

From these conversations, some people have said that they would like to give social media a whirl. Lately, I’ve been trying to ask them one small question:

‘Why?’

What is it that you want to accomplish through social media? Before you jump into any particular social media platform, take a few minutes to figure out why you want to be there, what you plan to accomplish, and how you plan on contributing. Your reasons, and the outcomes that flow from those reasons, will determine which platform would best suit your purposes.

Let’s take a look at a few scenarios:

  • 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.
You see, ‘social media’ is a catch-all term; there are dozens of platforms at your fingertips that enable you to engage in various ways. Are you interested in collaborating, conversing, or capturing business? It’s in your best interest to explore as many of these platforms as you can, if only to increase your awareness of the available options. Before you commit to run down the social media highway, take a moment to figure out why you’re running.

Because, at the end of the day, your purpose will determine your platform.

Thursday, August 25, 2011

Customer service is how you operate your business.

Most of this week, I’ve been having conversations with people about customer service. Ok, this week it’s been more like debates about what service is and how to treat customers. You see, there seems to be a group of people who think that customer service is all about giving customers free stuff. That’s it, just giving them free stuff.

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?

Service isn’t about the free-bees. It is about listening, paying attention, and doing things that help the customer. Period. If your operations are poorly organized or poorly executed, your service suffers and the relationship you have with your customers break down.

Sunday, July 24, 2011

When policies are put ahead of people.

Whenever you travel around for a couple of weeks, whether on vacation or for business, you have the opportunity to experience many examples of customer service.

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?

a)      “Of course. That was an honest oversight. Let me help you over here. We love you as a customer!”

b)      “That was your mistake. Sorry, but refunds are a bunch of paperwork. If we do it for you, we’ll need to do it for everyone.”
Yup, he went with option B. Actually refused the refund and request for help. The manager and the cashier rolled their eyes at that customer as she left, obviously thinking her request crazy and their response righteous. After all, they just protected $10 (or whatever amount it could have possibly have been) in revenue from an unprepared coupon user!

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

Sunshine 101: A Service Primer

The sun has come out today in Halifax. Finally, it's warm and bright.

People seem happier today. They are walking with a bounce in their step and have that extra little smile on their face, as if demonstrating that their internal power source is indeed solar powered. And today, they get to fill up their tanks.

As I was reading some papers out in the sun earlier, soaking up some of nature's happiness, I stopped to reflect on the power of the sun. When these rays shine down upon us, we feel better. Act better. Are ready to tackle projects and jump in with both feet. The sunshine seems to push away our blues and negativity.

I think the same thing happens when we encounter someone with sunshine in themselves, those people with sunny dispositions and positive attitudes around whom we can't help but feel warmed by.

We've all met that extra helpful cashier who seems so genuinely happy to see us that the mere process of paying for groceries became a treat. Or the server at our favourite restaurant who greets us like an old friend, even during the busiest of times.

Personally, I recall a certain toll taker, far my senior in age, who works the Maine Turnpike on the I-95. Eight hours each day, five days every week, her job is to sit in a small booth, all by herself on the busy highway, and collect fees from thousands of passing motorists. Surrounded by people while somewhat isolated. When I happened to reach her booth on that busy morning a few years back, she gave me a warm "Hello there!" as she collect my $10 bill. As I received my change, she looked directly at me, gave me a big smile, and said, "You have yourself a great day hon." Instantly, my day was better because she let her sun shine.

What are your thoughts on sun? Does its warmth make you happier and put you in a better mood?

Perhaps I'll design a service course for my students called "Sunshine 101". Or maybe I'll just spend another hour reading papers on my deck while my tanks fill up.