Monthly Archives: August 2011

Loyal

I know of a store in Christchurch (NZ) that has been closed for the past five months due to the damage caused by the city’s earthquakes. This retail business is located within the city’s “Red Zone” which is a no-go area.  Many of the buildings in this area have been damaged beyond repair and in the interest of public safety, the Red Zone is the domain of demolition teams and structural engineers.  Five months of no customers, limited information on the condition of the stock and less information on the accessibility to the area.

Events such as those in Christchurch create unique challenges for businesses.  The struggle to remain viable is not a unique situation with B2C owners and managers the world over facing challenges from all sides.  For many, B2C  is an endless battle against price cutting from on-line purveyors and multinational conglomerates, eroding margins and decreased share of wallet.  Times are tough.

This little retailer in Christchurch has done something really special.  A story that I share with my clients.  As a customer, he has me hooked.  I remember walking in this shop a year ago and feeling I had discovered something unique.  The owner was bouncing around the place like something out of a cartoon.  So full of enthusiasm and eager to chat, but never trying to sell.  On my next visit to Christchurch I went back again to make sure it was not a fluke.  The crazed owner had infected his staff as everyone was engaging and fun, but again no sell. Of course none of this stopped me from spending and I really did not care all that much about the price.

When the earthquakes hit I thought about the friends I had made at this little Christchurch store, I worried about their safety and their livelihoods.  In all my visits I was made to feel cherished as a customer and I felt like I wanted to return the favor.

The owner used social media to keep people updated on developments and launched a small on-line operation to keep things moving.  He made his challenges and triumphs personal and honest.  In a small way that allowed me to stay connected.  Never once did he seem down, every obstacle became an opportunity and I had more than a few take away messages from that approach.

Yesterday he sent a tweet commenting that after five months he was now able to return to the store with his team to start the process of rebuilding.  He talked about this being an emotional experience for him.

Because he took me on his journey and made me feel part of his experience, it became emotional for me as well.  I am sure I am not alone in this…  I am excited about the future for my Christchurch friends and I look forward to seeing them again soon.

I will support this small retailer because he (they really) value my business and have earned my loyalty. I choose to be loyal.

What are you doing to build loyal customers? Do you know your regulars?  Are your people driven/ rewarded only by conversion rates?

Think about the experience you are building and the value you are adding.  A simple strategy is to treat each customer as your best friend.  People buy from those they like and trust.

SDG

 

 

 

 

 

 

 

 

 


Heavy Breathing

Late last week I attended a function to celebrate the over-achievements of participants in a graduate programme at a big professional services firm.  I like these sorts of events because the young people I meet are well informed and have fresh perspectives on diverse issues.  I often come away from such functions inspired to keep pace.

For days before I had been under pressure to complete a L&D plan for an overseas client.  I was happy with the body of the paper, but lacked a punchy conclusion and a call to action was nowhere to be seen.  For hours I had written and rewritten my close.  Each draft slipped farther from what I really wanted.  It was either very late one night or very early the next morning when I proof read my recommendations.  In my angst to complete the project I had cobbled together a collection of corporate-speak peppered with some L&D jargon.  What I read belonged more in a Dr Seuss story than a project paper.  I walked away.

Many hours later I was rested and refueled.  Sadly I still lacked the clarity to craft the elusive closing.  I found myself torn between the desire to explore what looked like a stunning late winter’s day and the very real tick-tock of my looming deadline.  I opted to leave the cave and headed off on my bike to test my declining fitness on some of the rolling country roads around my home.  Experience had taught me that my planned should have taken about three hours on a good day.

As I rode, I drifted back to the woeful close I had rewritten so many times.  Peddling away some things started to make sense.  About half-way through the ride there was a particularly ugly climb (the climb is stunning, the way I rode it is the ugly part), I started to think about an organisation’s need to balance work output with the desire to grow human capital.  One is always sacrificed for the other and that has often been the undoing of so many great initiatives.  In times of prosperity firms spend big on development.  When the squeeze hits, development becomes the Christmas turkey.

In my close I talked about the things that have transitioned organsiations into the high performing zone and the need to accelerate capability growth in times of hardship, but to adjust the method by which the learning is delivered.  Evolve the learning to meet the needs of the end user.

Back at my desk after my ride I finished off my paper with a close that I am really happy with.  Really happy.  The ride was not my quickest, but that was never the intention.

So back to the function.  I was explaining the process I had been through to the graduate group.  I said that sometimes you have to walk away to do your best work.  We talked about what they like to do as individuals to recharge.  We also talked about something they could do as project teams to stimulate fresh thinking.  Sadly, to the partners at the professional services firm, the idea of a group heading out for a morning surf session or a mid afternoon run did not directly equate to billable hours.  There may be some convincing yet to do with this firm though I suspect I will not be invited back.  Suggesting their best and brightest spend time AWOL was not taken well.

Regardless, I encourage you to look for innovative ways to enable the creative process for your people and within yourself.  You will be a more a more productive leader and change agent and if you are lucky, you may even be invited to participate.

Enjoy your heavy breathing.

SDG


The Collaboration Myth

I ran into a friend of mine on Friday, an ex-CEO who is now building a very nice consultancy.   We spoke about one of his clients and the desire his client has expressed in fostering a collaborative environment across several virtual teams in multiple locations.

We talked over an impromptu lunch about moving collaboration from theory to practice.  I have pretty strong feelings about this latest interest in collaboration and the insistence that by working together we will reach some heightened level of  productivity.  The assumption is that if you take a semi-dysfunctional culture and you inject coffee machines, open plan work spaces and soft furnishings you will fix all that is broken.

Not long before the lunch tab was pushed in my direction I suggested that historically it was our ability to collaborate that facilitated some of our more noteworthy achievements.  Collaboration is nothing new.  Music and written language would rank pretty high as collaborative outcomes.

Collaboration is born out of a unifying cause. Physical proximity is an enabler, but distance does not need to be a deal breaker. It all hinges on a conversation, people coming together to combine experience and perspective into a whole that is much greater than the parts.

Our designers and architects have transformed CEO’s visions into stunning open plan, collaborative spaces. These spaces are filled with a myriad of technological wizardry.  The challenge for today’s knowledge worker is not in the tools or in the workshop, but in time.

In a world where managers attend an average of 62 meetings in a month and process over 100 emails a day the conversation becomes a nice to have.  Regardless of the best intentions, collaboration is an endangered species in many firms because of the volume of work.

A proposal: align individuals and teams with diverse skills around a common cause.  Engineer a process whereby these groups can form an environment of trust.  Give them the resources to see the project through to fruition.

Pressure test this on a small scale to get the recipe correct.  Celebrate your success and you may just have the early stages of a collaborative culture evolving on its own.

 

SDG

 


So why 25258days?

On average, we live for 25258 days.  We can do all sorts of things to grab a few more days just like we can do things that cost us some days, but it is what we do with those days that really matters.  Yes?

From day one, We have about 2000 days to get into the swing of things and after that its up to us to make a difference, to do something special.  The really cool thing, the parameters of “something special” are absolutely undefined.  Totally freestyle.

My kids have taught me to see the world through their eyes; people are good, our environment is wondrous and time exists only as a concept.   The big takeaway here is that we need to look for these special moments and acknowledge them.  People all around are doing extraordinary things.  As we sprint just to stand still we miss so many of these ah-ha moments.

My co-conspirators and I will share some of these moments if for no other reason than to give you something to ponder.

SDG