The Ethernet, Ladders, and Jazz

I ran an Ethernet cable today which meant getting up and down a ladder many times. No big deal unless you have arthritis in your back and the pain gets to be interesting. I could have stopped at any point and probably paid someone to finish it. But, no, I wouldn’t do that. I kept working with the bit of pain, and that pain made an easy job hard.

Which got me to thinking about how often we avoid doing something we consider hard. “Hard” might be due to the level of detail required; or, it might be due to the need to learn something new; or, it might just be one of those very boring jobs that somehow we got assigned and then hope someone forgets about the job.

The plain and simple truth is that for a lot of us, if it isn’t fun, it’s hard and we don’t want to do it. If you are being honest with yourself, doesn’t that sound just a little true?

But what would happen if everyone gave up on work or jobs that were hard for whatever reason? New discoveries in all areas wouldn’t be accomplished. New art would never get completed. Technology as we know it would not exist. How would you like to be the person who figured out how cell phones would work? Think that was hard? Do I hear a “yes?”

So, work that is hard is needed in just about all fields. But, you know what? After the first time, that job is no longer hard because you know how to do it, and probably have figured out a better way to accomplish the task.

You think because someone has a gift, or is gifted, they don’t have to work hard? Think again.

Meet Joey Alexander, a 12 year old taking the world of Jazz by storm. 60 Minutes ran a segment on him Sunday night and one of the things that struck me as my back ached from installing that cable, was that Joey said what he does is hard. And, yet, all who listen to the results of his work at the Newport Jazz Festival or at the Lincoln Center, enjoy it. It is hard to play Jazz piano for any age, and for a 12 year old who is gifted it’s still hard, but very rewarding.

Do you know that feeling of completing a hard job? Of doing a good job that took everything you have? It could be something as menial as running Ethernet cable or as artistic as playing Jazz piano. Doing something that for whatever reason is hard in a competent manner is incredibly rewarding.

Challenge yourself and rise to meet it. The air when you meet the challenge of doing something hard is so fresh and clean!

Surprised by Customer Service

It’s been some time since I have brought you an example of great customer service, however yesterday I was the recipient of wonderful help from folks who seemed to care. Which is a great trick when it happens through a chat window on a computer.

I received a new printer for Christmas. My old one was over 10 years old, and while still operating okay, it was slow, loud and for the price of ink cartridges, I could get a new model. Why not, right?

The new one is wireless and has a number of bells and whistles that I may not ever use – but they are there! This is my first wireless computer, so set-up was a bit tricky. In fact, it became challenging enough for me to contact Hewlett-Packard support which led to a chat window experience. It took three chats to get it working right, perhaps a bit excessive. While each help person got the printer to work and thought it was set up correctly, it took the third person to finally get it completely set-up. It was great that they would not stop until it was done.

But, that’s not the experience that surprised me. It was Amy who was amazing. Ms Magic. Isn’t that a great name? Amy Magic…okay, not her name, but her attitude and the way she was able to walk me through what I needed to do, was wonderful.

You see, by the time I got to Amy, and even though the printer was working correctly, frustration levels were getting kind of high. I just wanted it all to be over with. But, I wanted to sign-up for the HP Instant Ink program, and I thought I missed the opportunity to do so when I registered the printer with HP.

First, Amy assured me it could be done, was easy, and she wouldn’t leave until the process was complete. Ten or fifteen minutes later, after walking me through the process screen-by-screen and click-by-click, Amy had be enrolled in the Instant Ink program. Her attitude through the entire process was upbeat, self-deprecating, and made me smile. The techs who helped me get the printer working could learn something from her!

Amy was a true pleasure, and because of her assistance, I was signed up for the program – just like Magic. Now you know where I get the Amy Magic.

For the past 25 years I have only owned HP Printers. They have worked well for me, so well I had never needed their support option. Now, I know it works, too.

Thank you, Amy.

And, thank you for your time.

 

It’s Not Over Until It’s Over

The Dodgers and Mets are playing in the National League Division Series in a best of five games. The Mets are currently ahead two games to one. But, you could have read that just about anywhere. What is not available is the text exchange my son, a die-hard Dodgers fan, and I had as the game was being played. Please, bear with me for just a moment.

Me: Dodgers down by 1. Mets had a 4 run inning. Score is 4 to 3 Mets.

Son: Tough start but lots of ball left to play.

Okay, the Dodgers went on to lose the game, but that’s not the point. The point is the outcome of the game is not known until it’s over. How often do we stop or quit before the game is over? How often do we quit when faced with our first obstacle?

If we are going to succeed at anything from having a good marriage, raising children, or in your chosen profession, you will face obstacles. What you do at that point defines you.

Yes, it might take a bit more work to move forward. Yes, once you overcome one obstacle, there will be another and another; that’s pretty much guaranteed. But, did you ever think those obstacles you encounter can serve a purpose?

First, they act as a check on your perseverance: how determined are you to succeed in what you are trying to accomplish? If you keep pushing through, and finding a way around, over, or under the obstacle, you will find more obstacles waiting.

The next obstacles are going to help to refine approach. Maybe you have to come at a problem from a different angle. The more that is understood about a problem, the better you can find the right path to a conclusion. It’s at this point a lot of folks just give up – game over in the 2nd inning. (For those of you who don’t know, there are nine innings in a baseball game.)

It’s what happens in the later innings of a baseball game that determine the outcome; the problem is that some folks quit too early. So, are they ever going to achieve the success they desire?

But, what happens when you keep playing the game? What happens as you continue to refine the approach and learn more about the problem or question you are seeking to answer? You become more and more focused; the better the focus, the more refined your approach and better understanding of the problem, the higher the probability of success.

Now, why have I chosen to write about this? Why did my son’s text hit such a nerve with me?

Because like so many of you I am facing an obstacle and am having to develop new ways to approach a problem. I am having to come at the problem from a different angle, and one that is probably much better. I know, that’s all a bit vague, but within the next few weeks, I will make it all clear,  I am in the early innings of the game and will keep playing until the game is over – when success is gained.

Just know, to be successful, however you have defined it, you have to keep playing until the game is over.

 

Bow Ties, Blades and Great Customer Service

It’s great, right?

I have written about my decision to wear a bow tie to a wedding. I originally thought it was going to be charcoal gray, but after spending hours searching high and low for the right bow tie, I finally decided on a dark red.

Did I mention the hours of looking at websites? So many sites and an incredible number of red bow ties. Finally, I found just the right one. Now, you would think that most of these sites carried the same ties, and you’d be right. But, there were just enough different ones that I just had to keep looking. You know what it’s like to visualize something and not settle for less, right?

So, I find it. Order it. And, in less than five minutes I receive an email and a phone call from a real person, Holly, telling me they are out of stock on the tie. Holly left her phone number, so I called her back and we reviewed the alternatives they were offering which were also listed in the email. I made a choice and expect it to be delivered any day.

Yes, they could have just put an “out of stock” note on the tie, and I would not have ordered it. And, yes they got my money – all $10.00 of it for the tie. But, I would have never experienced their outstanding customer service. For a $10 bow tie, I get million dollar customer service.

Where do you think I might get my ties in the future? If you were to say necktiesinstock.com, you’d be absolutely right.

Blades

I shave daily like a lot of guys. And, like a lot of guys I used a cartridge razor and shaving cream. The results were okay, but I got really tired of paying $2.50 to $3.00 for a cartridge that would last a week to ten days. There had to be an alternative. So several years ago, I began to look around and discovered ‘wet shaving.’

Traditional wet shaving is perhaps most easily defined as “the kind of shaving your grandfather probably did.” It involves the use of a safety razor, a shaving brush, and shaving soap, and a handful of other supplies.

The safety razor is the most intimidating part of the setup. I use a double-edged safety razor. That’s a razor that takes disposable, double-edged blades. The Wet Shave

I bought an inexpensive razor, some blades, brush, and decent shaving cream. Everything cost about $35.00. And, through the magic of You Tube, I learned how to wet shave.

Once I got it figured out, which means I nicked myself more than once, but never too badly, I purchased a much better razor and better brush. Total spent this time was about $70. The razor will last my lifetime and the brush has already gone about five years and shows no sign of not going another five years. I also recently picked up 100 razor blades for $32.00 – and those are some of the higher priced blades which will last me about two years.

So, let’s see, after about five years I’m into this for about $180 including shaving cream. And, I have a two year supply of blades on hand. Say, another $40 for those two years for great shaving cream, which is kind of high for that, and I will have spent $220 for seven years of daily shaves. Or, about $31 per year, or $2.62 per month, for the smoothest possible shaves. So, we aren’t talking big money, here.

However, every time I have had a question and I contact West Coast Shaving, I get treated like I spend hundreds of dollars every month. They give me great advice, and it doesn’t end with, “Oh, you need to get a better…” My shaving brush was losing bristles and when I asked them about it, they suggested I wash the brush with hair shampoo. Problem solved! They could have easily sold me a new, better brush, but they didn’t. West Coast Shaving is about doing what’s right for the customer – and that is great customer service.

In the interest of fair play and full disclosure – I get nothing from necktiesinstock.com or West Coast Shaving, except great service. I thought telling you about them was only fair since I have spent time and space describing the service I have received from big communications companies, that I let you know there are folks out there who value positive customer relations.

Providing great customer service is not easy. It takes dedication and the willingness to reach out to your customers. It takes a desire to be the best, and an understanding that when a mistake is made, own up to it immediately. And, it takes knowing that great customer service is an investment in future success. Now, the question is, who is your customer?

Thank you for your time.

 

 

Customer Service…Last Time, I Think

You know, I think this is going to be the last one on customer service for awhile. You might be getting bored with them, and after this, I may have pounded the topic into the ground.

A few days ago I received an automated call telling me a gas credit card might have been used fraudulently. As a result, the card had been suspended and would I please contact the Fraud Department, which of course I did.

I’m grateful that systems can catch unauthorized use quickly. I truly appreciate that. But, why can’t a person call me? And, then in one phone call any questions can be put to rest; an investigation initiated, if required; and, new cards issued. So simple – have a person call and it can all be settled.

But, no. I listen to an automated call. Then I have to call them back. And, then today, just now, I received an automated email. No person has touched it. No person is reaching out to me. The email is as follows:

Thank you for being a loyal customer.  We truly appreciate your business.  Recently we contacted you through our automated notification system to confirm recent account activity.  In an effort to continually improve our service, we would appreciate it if you would take a minute to rate your recent interaction.  Simply select the link below and answer a few short questions.

Am I expecting way too much? Perhaps. And, perhaps that’s why I am angry at being treated like a number, or part of a customer churn – those customers that just leave – in the case of the big communications companies. Perhaps my expectations are way too high.

I visited my optometrist the other day. He’s been my eye doctor for over 30 years – a long time. I have gone to him, even when I didn’t have insurance, because he is so very, very good. And, at one time his complete staff represented his dedication to providing the best service possible.

While he continues to provide good service, something is missing from his staff. It started with the first technician I saw for some tests. Normally, I expect them to take my glasses and treat them with some degree of respect. Instead, I was left holding my glasses and was told I could put them wherever. Then, when I went to the dispensing folks, I am used to handing them my glasses, and after examining them, they are given a thorough cleaning. I wan’t even asked for my glasses – and no cleaning was offered.

So, after all of my recent interactions with those who are supposed to provide some level of customer service, I have some to the conclusion that I must sadly reduce my expectations. That, or live in a state of frustration.

Look, I know…know…that customer service can make a difference. About a decade ago I was able to reverse customer turnover for a company and reduce it to about 15% of the industry average. But it takes work, training, and dedication to serve people well. It takes setting expectations and doing the follow-up to see those expectations are being met or exceeded, and not many companies seem to want to do that today. It’s letting people know they are important not because you tell them, but because you show them.

So, I am reluctantly reducing expectations. I am not important to any large company or service. I am simply an account number.

Perhaps one day I will tell you how curb-side recycling came into existence. It’s kind of a fascinating story about how a huge industry got us to pay for clean-up and not disturb their profits.

As always, thank you for your time.

Customer Service

Every company says they are customer service oriented. Every last one of them. Try as I might, I can’t think of any company who doesn’t claim they are customer focused; the customer is Number One; every customer is important…well, you get the idea, right?

But, I have learned there is sometimes a disconnect between what a company says and what they do. It can occasionally be expensive to provide outstanding customer service. It means training people and then holding them accountable. I get that. But, can any company not afford to provide outstanding levels of service? I don’t think so since the cost of customer acquisition is so high. But, then I am thinking that a company could correlate customer turnover, cost of customer acquisition, and the cost of providing real customer service. Perhaps I am giving some companies way too much credit, but there are some companies that really understand.

Two examples from the past two days. One was less than spectacular and the other was absolutely amazing.

I subscribed to SiriusXM Radio for a few years and have recently decided I not longer wanted it. So, I gave them a call, and was immediately connected to Customer Retention. I explained that I no longer wanted to subscribe effective immediately. Now, here was a chance to say something like, “I’m so sorry to hear that.” Or, “I am so sorry you are leaving us.” Or, anything that might have inferred I had some value to the company.  Is that too much to ask?

Instead, the response was, “Okay. Do you want it to be effective at the end of the billing cycle?” So, not only am I not important to SiriusXM, they don’t listen. The call did not improve, but came to an end in a few more minutes.

So, what do you think the chances are of me ever going back to SiriusXM? The right answer would be none. Zero. No chance. Why? Because they failed to make me feel important to them. Why would I ever want to give them my money?

Then there was the second call, which was really a chat, with FitBit. Wow! An amazing experience. I was just given a FitBit Charge and I love it. Except the battery seemed to drain quickly. I looked up the problem on the FitBit site, did what they suggested, but there was no improvement in battery life.

I explained the problem in a chat to their representative. He first thanked me for choosing FitBit and then apologized for any inconvenience I had experienced. He asked when and where I purchased the device, and I told him. Next, he was able to take a look at the device and determined there was indeed a problem and immediately offered to send me a new device.

Total length of the chat was about five minutes. The problem was solved. I was made to feel important. And, as a result, I am now a FitBit customer for life.

You know, any company can have a FitBit attitude. It takes training, money and relentless dedication. And, there are other examples out there like Zappos, New Balance, Amazon, and BlueHost for web hosting to name four that leap to mind. These companies are dedicated to making the customer important.

Or, a company can be like SiriusXM.

What kind of company do you want to deal with? It’s not always about price – it’s about the service after the sale that keeps folks coming back.

As always, thank you for reading.

Quality is Your Job

A few years ago The Ford Motor Company had a sales slogan, “Quality is Job 1.” Of course, we all got the idea, true or not, that good ol’ Ford was committed to providing quality vehicles. The truth is that I have no idea if they did, or not. However, I know the slogan was used for several years, and it really provides me with a great starting point.

The truth is that I have been struggling with writing this particular post for a couple of weeks. I can’t tell you how many times I’ve started, stopped, and re-started only to stop, again. So many drafts, versions, and partial drafts that I have lost count. So, here I am – at it again.

I’ve been thinking about quality for a few weeks, now. This is not about how happy you are with your job or about maintaining a balance in life.  This is really far more basic. Are you providing a quality job to your workplace each day?

It doesn’t matter where work is accomplished. In a factory. Cubicle. In the field. Or, even in an office at home, each one of us has a responsibility to provide the best quality job we can. It’s not about pay or job security. It’s really about self-value.

“It’s not about pay, Phil? Really? What world do you live on?”

No, it’s not about pay. It doesn’t matter if the pay is $10 an hour, or $50, or $100 an hour –  the tasks and responsbilities might be different, but the dedication to quality should be the same. People should be able to recognize a job well done; a dedication to excellence, in the another, regardless of the specific duties.

What?

Years ago I saw a person cleaning floors. Not a high paying job. But, when that person finished his job; when the floor they were cleaning was done – it sparkled and I saw a small satisfied smile on their face. That floor was located in a basement and was so clean you could eat off of it. Would executives ever see that floor? No. The only folks that saw it were people earning about the same money as the one who cleaned it. The reward for that person who cleaned the floor came from doing the best they could – a pride in workmanship. Would that Janitor understand that he provided a standard of excellence? I don’t know. But, I do know he understood personal pride.

A few years later I watched when a decision to invest literally billions of dollars rested on a single decision. When it was all said and done, a decision was reached after months of analysis and pressure to provide a thoughtful presentation. And, once the decision was reached, a small, satisfied smile played on the executive’s lips. The same smile I saw on the Janitor’s lips.

That smile was produced from the very same knowledge – each person offered the best job they could do. Each person had the confidence from knowing they offered the finest quality they could. In fewer words: They were all in.

Quality is defined as: the standard of something as measured against other things of a similar kind; the degree of excellence of something.

When was the last time you felt that same confidence from offering the finest quality of job you could offer? When was the last time you had that small smile? When was the last time you were the standard of excellence?

At the most basic, our job, no matter what we do, is to offer and give the organization a standard of excellence, quality, everyday.

Quality is everyone’s job.

 

 

Make Me Feel Important

Years ago I was a guest at a conference for sales people. Now, I am not a salesperson; I have never been in sales as a job or career. But, I learned one of the most important management concepts of all time as I sat there, and saw almost immediate results when I began to apply the lesson.

The speaker was talking about how to relate to a prospect. He said,

“Imagine they are standing there and tattooed across their forehead is MMFI. MMFI. Make Me Feel Important. That’s your job. Make your prospect or client feel important. If you can do that, the sale is yours.”

And, as supervisors and managers that’s our job, too. If we want our folks to be engaged; we have to make them feel important. If we want our folks to give us a quality result, we have to make them feel important. If we want our folks to treat our clients – internal and external – well, we have to make them feel important.

But, How?

The easiest thing to do is to take the time to listen to them. Value their opinions and input. Yes, I know, real listening takes time and you don’t have any time. You are already gong to 20 meetings a month and you have your own work to do. Where are you going to find the time to listen to them?

Well, maybe you can start by having lunches together. Or, talk with them where they work. You can even schedule meetings. But, I will tell you that an informal approach has worked the best for me. They key is that you go to them and just talk; that you are just available.

Need something to say the first time? How about just thanking them for the job they do. Find something to compliment them about. Let them now you see the good things they do. Start positive and most of the time it will remain positive. Remind them how valuable they are to you. Not some organization unless there is a very, very strong culture; make it personal.

“I just want to thank you for the job you do everyday.”

“Hey, I noticed that you did a great job on…”

“You help us to xxx everyday. Thank you.”

“I know the job you do here is hard. Remember when you tried to train me? You do a great job and make it look so easy.”

“You know, the work you do here is important. Do you know how it really fits into (the product)? Let me show you.”

The more you talk with them, the easier it will become. You will begin to know to ask about family, loved ones, significant others, hobbies, etc. You will begin to know the individual. And, when that happens, you will be amazed at how it can effect job quality, satisfaction, and even profitability.

Yes, it takes time, but making folks feel important is Job Number One for any manager or supervisor. Engaging people leads to everyone’s success.

Trust Results in Success

Recently I was listening to a TED Talk about Trust and realized that it’s not one of the topics most leaders are ever schooled in. We are shown how to make great spreadsheets, construct dazzling presentations, and pay attention to the ‘bottom line.’ But, we are rarely instructed in the need for building trust and its place in  leadership.

Trust is important whether you are a Foreman or a CEO. The people who you are responsible for have to trust you; have to know that you will take care of them. Ms Clinton has been in the news recently due to email issues and as a result, according to recent polls, most Americans feel as though they can’t trust her. Stating the obvious: not good when you are running to be elected President.

Trust is a Two-Way Street

The fact is that as a Leader, you don’t gain people’s trust until you trust them. Learning this basic concept can take time and I am a prime example of the fact it can be practiced and learned.

When I was first promoted to supervisor, I took the responsibility very seriously. Everything that happened during my shifts was a reflection of me, right? So, if folks would just do things as I did them, everything would go well. Made sense to me at the time. Does this sound the least bit familiar?

Well, when folks did not act fast enough or make the same decisions I would make, I’d growl. Okay, growl loudly. In fact, it was really, “My way or the highway.” Why would I ever do that? Why would I ever be like that?

It’s because I did not trust them to make the right decisions. That’s painful and embarrassing for me to look back on, now. Who was that person? But, it’s the truth. And, as I look back on that time, folks ultimately were making the right decisions, they just wanted to talk about it and I didn’t think I had the time. Foolish me.

Because I had a patient Leader and I trusted a few folks to monitor my reactions, I was able to change. And, in changing I started to listen and learn from the folks with whom I worked. I calmed down. I slowed down just a beat and took the time to observe before reacting. When that happened, I began to trust, and in turn, I began to gain trust. Did it happen over night? Oh, heck, no. But, it did happen.

As a result, I can’t tell you how many times folks saved my rear by reminding me about something, when they could have watched me fail spectacularly. To this day I am thankful for the people I worked with,  hourly and salaried, who worked to make sure we were all successful. This only happened when they knew, when they trusted, I trusted and cared about each one of them.

Honestly, is trust really built through some team building exercise? The seeds can be planted. Trust is built through daily interaction and communication. It’s learning to respect the folks with whom you work.

So, where are you in the trust continuum? Do you trust folks to do their jobs well? Do you care for them? Do you listen to them and remind them they are valuable? Do you…

“But, Phil, that takes time. You just don’t know…”

Yes, it takes a bit of time. It takes time to talk with people. It takes time to be genuinely interested in them and their success. And, I know you are busy 50 hours a week. But, if you don’t take the time, trust will never be built and you will never find the gems that work with you. I discovered not only some great people, I discovered folks who loved the organization and mission as much as I did, and they have gone on to be incredibly successful.

It all starts with trust. And, with trust, comes great results, performance, and success!