A-Ha….there is a great post on Customer Connection from Leslie Pagel at Walker Information sharing how missing an opportunity to capture a customer’s idea in an immediate and simplistic fashion can make a difference – perhaps a game-changing difference.

“The other night my husband and I sat at a bar for dinner when I overheard the following conversation between the bartender and another customer.

Customer: Can you put on the IU (Indiana University) football game?
Bartender: No hun. We don’t get the Big Ten Network.
Customer: That is too bad. I was hoping to watch the game while I ate dinner.
Bartender: You can go to our website and submit a request to add that channel. They do listen when customers submit feedback. They’ve implemented a lot of things that have really helped us out.
Customer: Oh. OK.

The customer had a cell phone with internet access, but did not take the next step to submit his feedback. Instead, he used his phone to check the score of the game.

While I don’t know for sure, I doubt this customer ever submitted his feedback, which got me thinking. How many ideas get lost because sharing feedback is inconvenient for customers? Think about it. How many times have you thought, “I should send them a message to tell them what a great job they did,” or “That was inconvenient. I should send them a letter?”

How many times have you been in meetings, social events or even “just hanging out” where you witness or have an “a-ha moment”?  How do you take action on that idea?  In that moment?  Do you write it down on a napkin, call yourself and leave a voice-mail, write a note in your cell phone?  None of the above?

Right, too often we find ourselves not able to take the immediate action needed to capture an idea that would improve the delivery of service or product.  Enabling communication with the powers that be within a company is a nut worth cracking.

We have the ability to access information immediately.  How we leverage that ability or create a link to that information to harness the ideas of our customers is our next challenge.  As Leslie points out in “How many ideas get lost because sharing feedback is inconvenient?”, a challenge doesn’t have to have a complex solution.  It can be as simple as taking an order.

Great article and great food for thought Leslie,

M

Posted under Business & Process Innovation, Customers, Employees, General, Leadership, Shareholder Value

Loyalty comes in all shapes and sizes.

When you think of loyalty, you might think of a loyal companion – like a dog.  You might think of a close friend or you might think of family or your country.  Loyalty truly does come in all shapes and sizes.  All kinds of flavors from all kinds of directions for all kinds of reasons.

The common denominator is the underlying emotional connection loyalty inherently triggers in all of us.  It’s a feeling, it’s emotional, it’s palpable.  There may be reason and logic behind it, but not always.  It just feels right.  It fits.  It’s the commitment I have to you – personally.  It’s a connection.

It’s a connection tailor made to fit me and who I am.  When its all said and done, I will stand by you, turn to you, go to bat for you because of our relationship.

Because I trust you.  I trust you to take care of me and  my needs if I asked.  And I would do the same in turn.

Throughout this week, I hope you built or strengthened those relationships.

You Smiled, You Listened, You Asked and You Partnered Well.

I choose my experiences with you over anyone else.  Thank You!

M

Posted under Customers, Employees, Leadership, Shareholder Value, Value Proposition

You Gotta Dance With the One That Brought Ya!

I don’t care if it’s the Tango, Box-Step, Mambo, Jitterbug or Two-Step, it all takes coordination and a lot of practice to get it right.  To be fluid, to be graceful, to anticipate, to flow.  Finding the right dance partner and committing to “getting it right” takes fortitude and stamina.  I’m not in it for the short haul.

I want a partner that matches my current abilities and yet can grow with me.  One that will be willing to learn with me.  I want to dance all of the dances, not just the Mambo.  I want to be able to choose whether or not to sit out a dance, but not because I don’t know the steps.

Partner well – It makes a difference.  Learn the steps your partner needs in order to be fluid, graceful, to anticipate and to flow.

Let’s Dance!

M

Posted under Business & Process Innovation, Customers, Employees, General, Leadership, Value Proposition

“Your what?….Tin Roof, Rust!”

What a classic line in a classic song.  Sometimes you’ve gotta yell to be heard.

But why?

In order to stay on top of this fast past world, we have all become or are in the process of becoming a master at multi-tasking.  And, in so doing, we miss things.  We don’t focus on the moment.  We might miss part of the conversation while we’re trying to type an e-mail.

This week:

Stop, Focus, Listen.  Repeat it back.

Then do it again.

I think you’ll be amazed at how much you can still get done and how good it feels to focus on one converstaion at a time.

Try it today.

M

Posted under Customers, Employees, General, Leadership, Shareholder Value

I got it.  I don’t need any help.  No, really, I’m fine.

Why is it that asking for help is seen as a sign of weakness?  We all do it.  At least from time to time.  Or at least prior to asking for help, we spend several long minute thinking “I should know the answer to this” or “I should know how to do this”.  And then when we do ask the question, we only ask part of it so as not to look too foolish or inept.

Come on.  Let it go.

Ask.

You’ll be surprised how much faster you learn and how much people want to and are willing to help.

Ask, Ask, Ask, Ask, Ask

M

Posted under Business & Process Innovation, Customers, Employees, General, Leadership, Value Proposition