You’re Not The Only One

Some companies make you feel as though it’s a privilege to be their customer.  What they fail to realize is there’s always a choice.  Always another company who provides the same service or product.  People stay with a company because they choose to not because they have to.  Trust takes a long time to build up and quickly unravels with one misstep.

Comcast is no stranger to these customer experience mishaps.  Last summer, a routine cancellation call turned ugly for 20 minutes when the representative became aggressive, condescending, and simply refused to turn off the service.  I’ve had my own frustrations with the cable provider, primarily multiple missed service appointments with no explanation or apology.  We eventually solved the problem by switching to Verizon FiOS.

You’d think Comcast learned their lesson.  As a result of the negative publicity over the cancellation call, a public apology was issued.  Except the embarrassment continues.  A few months ago, a man was transferred to other departments and placed on hold for over 3 hours.  If that wasn’t painful enough, calling on another phone at the same time discovered the service center had closed!

This past week, a customer with the last name Brown wanted to scale back on the service and had his first name on the bill changed to “A-hole” (except not the abbreviated version).  Then, I read about these Philadelphia residents who suffered through 14 missed appointments (including days off from work to be home for the rep).  Ultimately, when a newspaper columnist helped the connection finally happen, the company shamed them by sharing that another customer would suffer via a cancelled appointment because of their good fortune.

This can happen to you.  You’re not the only one out there.  Make a personal connection with your customers and give them a reason to stay with you.

Perception vs. Reality

It’s funny thinking about the differences between stories we tell ourselves and how other people actually see us.  Sometimes we totally miss reality until someone smacks us in the face with it.

For example, we look at an anorexic woman frightened at how skinny she is while she worries about being overweight.

Or, the bodybuilder who spends 4 hours a day at the gym feeling scrawny while everyone else is amazed at his physique.

At first blush, it seems strange that neither the woman nor bodybuilder can see reality staring back at them from a mirror.  But this type of thinking is not limited to physical appearances.

For me, an eye-opening realization came while catching up with a friend I hadn’t seen since college.  He’s running his own business now and asked me what I had been up to.  I shared that I had been with Procter & Gamble for 5 years (large company), a small startup for 3 years, and then that company was acquired by ADP (large company) where I stayed post-acquisition for another 9 years.

We were talking whether I could ever see myself at a startup/small company again.  I said, of course, I’m not a corporate guy!  He looked at me sideways.  Nearly 15 years in corporate America says otherwise.  In my mind, despite working for these large companies, I’ve tried to keep the startup mentality – wear multiple hats, solve problems, eliminate the status quo and improve outdated processes, innovate new solutions, be nimble, and simply do whatever it takes to get the job done while being as productive as possible.

But that’s not what he or anyone else sees.  While my perception is I have the mindset of a small company leader and can step back into that environment at any time, the reality is they see a résumé filled with big company culture and office politics, and wonder if I can adjust.  Not necessarily a bad thing, but also not what I thought I was portraying.  I’m not exactly sure why I was surprised by this realization but it didn’t really hit home until he said it.

It’s hard to separate your own thinking versus how you actually appear to others, but certainly a valuable skill to have.

What Lens Did You Use?

For a few years, I had a great love of photography.  So much that I strongly considered setting up a side business taking pictures.  Naturally, I talked myself out of it.  Didn’t want to lug a bunch of equipment and props around.  Didn’t want to spend hours in front of Photoshop tweaking photos.  A myriad of excuses, but that’s a story for another day.

In Seth Godin’s new book (which I’ve discussed on a couple of occasions), he talks about Stephen King (one of the most famous and bestselling authors) often going to writer’s conferences.  Ultimately, during the Q&A session, someone always asks him what kind of pencil he uses, as if the answer will be a secret key to unlocking their own writing success.

This type of question is common in photography as well.  Scan the comments on virtually any forum and you’ll usually see feedback like:

“WOW, what a great picture!  What lens did you use?  What was your aperture?!”

It’s the wrong question.  The equipment choice – camera, lenses, external flashes, remote flash trigger, umbrella stand, etc – is the wrong area to focus for the majority of people.  For starters, most non-professionals will have a hard time detecting any difference in picture quality.  Additionally, price tags can cause sticker shock.  Professional camera bodies and lenses can run thousands of dollars.  Nonetheless, the idea that having the same equipment as a famous photographer will make you take pictures like one, is still the prevailing thought.

How do I know?  Because I’ve fallen into the same trap.  I’ve bought the gear and am still piddling away.  The equipment doesn’t take the place of learning what makes a good picture and years of practice to continually get better.  My lenses are now collecting dust in the closet while my phone has taken their place.  It’s an expensive lesson but one that bears sharing.  Stop worrying about the tools of the trade – it’s not what creates the art.

 

Learning From The Challenger

On this date, 29 years ago (January 28, 1983), the Challenger space shuttle exploded 73 seconds into flight, killing all seven crew members.  This space mission was to include Christa McAuliffe, the first teacher in space.

According to Wikipedia, one study reported that 85 percent of Americans heard the news within an hour of the accident.  Considering Mark Zuckerberg wasn’t even born yet, the speed of the report without social media is quite remarkable.

What’s even more remarkable is that we kept going.   It would have been easy to stop and give up.  Many would have been sympathetic and understood if we took that path.  But, despite a tragedy that involved the loss of human life, we learned from our failures, tried again, and eventually were successful at sending men to the moon again.

Our personal struggles rarely come close to a life and death situation.  But persevering and picking ourselves off the mat over and over again in the face of failure is a great lesson to learn.

Player To Be Named Later

With the upcoming Super Bowl, I gave thought to what the business world would look like if we added flavor from the sports world.

Imagine some of the fun moments:

  1. Emptying the coffee pot without a refill incurs the wrath of Terry Tate, office linebacker (you kill the joe, you make some mo’!)
  2. Every 8-10 minutes of a conference call, the meeting organizer announces “we’ll be right back after this TV timeout” subsequently follow by 3 minutes of everyone standing around.
  3. Trading your high potential consultant to a competitor for 2 average consultants, cash, and a player to be named later (still in college)
  4. A horde of people sitting in your office or cubicle, cheering or booing wildly based on your mouse clicks
  5. The Budweiser Clydesdales available during lunchtime for a ride around the parking lot
  6. A dress code so everyone wears the same uniform
  7. Employees not coming into work until management pays them more because they ‘outperformed’ their contract
  8. Video replay of mundane tasks in slow motion with witty remarks from an unseen commentator.  Watch how perfect Michael staples these papers together!
  9. Anyone responding ‘Reply All’ to a company wide email distribution gets hit with a penalty and forced to work in the bathroom (or other penalty box) for 5 minutes
  10. The mandatory greeting when the receptionist answers the phone is WASSUP!
  11. Random spitting on the floor or grabbing body parts… just because.

What other fun moments can you think of?  Did you know creating lists like this on a daily basis can turn you into an idea machine?