Aug 12, 2011 | Communication, Social Media
Yesterday I was surprised when I posted the entry having a shot at the crap service Optus offers customers with a problem of their making, and a screen came up telling me it was my 600th post.
Amazing to me, what started as a creative outlet, a way of expressing my views, and perhaps connecting with a few who shared those, and could contribute to their evolution, would extend to 600 posts.
Often I am asked “where they come from” , and I honestly do not know, experience, what I see around me, other posts and articles I see that trigger a train of thought, all over the place.
So, thanks to all those who have contributed, hopefully I have contributed something back to you, and we are both better off as a result.
Regards
Allen Roberts.
Aug 11, 2011 | Customers, Lean, Sales
Last week I spent over 2 hours on the phone to Optus trying to fix something they had stuffed up, the third try, after speaking to their techies and emailing the bloke who “signed” a form letter to, thanking me for taking on the service they stuffed up. Annoying? no, bloody irritating, being shuffled around their departments, nobody taking any responsibility for the stuff-up, but reciting how important my call was to them.
With the emphasis on speed nowadays, how quick is the connection, how rapidly fulfillment happens, how quickly the email is answered, we are used to “quick” and when it does not happen, we get angry very quickly indeed.
Clearly Optus are cutting costs, employing people in their call centres who have no authority to fix a problem, or even suggest a solution, and anything not on the printed frequent question/appropriate response list gets shuffled elsewhere. They wasted a lot of time, across several departments, and I wasted a couple of hours, and need a new head gasket. No wonder these Telco’s have a lot of customer churn, how easy it would have been for the first person to whom I spoke to be allowed just a little bit of initiative and it would all have gone away in 5 minutes.
It may cost a little bit of money to enable staff to deal effectively with customers, but how much would be saved in time, customer churn reduction, and reducing the advertising and deals necessary to attract the annoyed customers of other Telco’s to come to them to replace those leaving?
This is a challenge for every organisation, as the speed of things increases, the expectation is the effectiveness of the response will increase at the same rate, and it doesn’t, so we get pissed, and everybody wastes time, effort, resources, energy and perhaps most importantly, hard won brand loyalty.
What a waste.
Aug 10, 2011 | Change, Innovation
The cult of failure, the belief that by failing we succeed, has some very real and adverse consequences if taken literally. It gives excuses to those who would choose to be sloppy in their consideration and preparation of an experiment, behaviour that would get you thrown out of Edisons labs, but in management can now get you accolades.
Giving permission to fail without allocating any consequences sounds fine, but can lead to sloppy thinking. This guest post by Steven Parker on the Businessgrow blog republished on Stevens untimely death says it all.
My Dad used to say “every-one makes mistakes, but only a fool makes the same one twice”. This has implicit in it the value of the learning, but now so often see the “learning” part dismissed as too hard, ego driven dills seem to think they now have a licence to stuff up repeatedly, and avoid doing the hard post stuff-up analysis to understand why something went wrong, did not deliver the expected results, had “unexpected consequences”.
Often those consequences are because no sensible forward thinking was done, no basic risk assessment was in place, because “to experiment” has become a cliche, not a discipline.
Aug 9, 2011 | Collaboration, Communication, Management
Negotiation is usually difficult, that is the nature of things when two parties are setting out to maximise their outcome. Whilst it may not be a win/lose situation, where the parties set out to make the pie bigger, or different before cutting it up, it nevertheless is a confronting process for most.
Considering the negotiation therefore as just another difficult conversation has great merit. Do the background work, see it from the other parties perspective, and be prepared to work through the negotiation toolbox, but do not lose sight of the personal dynamics of a difficult conversation, and set out to manage them as a part of the process.
The nine mistakes articulated in the link above can form a framework for planning a difficult conversation, forewarned is forearmed.
Aug 8, 2011 | Customers, Demand chains, Marketing, Small business
On Friday I made a very modest contribution to the proceedings of the Organic and Green trade show in Sydney. A bunch of committed, passionate people, working their collective butts off to build businesses that deliver on the organic promise to consumers.
The numbers however are daunting.
The Australian grocery trade is north of $106 Billion, the organic market, counting everything, (perhaps twice) with the most optimistic assumptions is $500 mill, including all the cosmetics, soaps, candles, recyclable bags, et al, many not included in the grocery figures, and probably constitutes 50% of the total. In other words, perhaps 1 in every 5,000 dollars spent in Australia on food is spent on organic food. How do you win in that arena?
Answer, one person at a time building a tribe, connecting them, giving them a reason to connect with others, supporting the ways they can connect, and working 20 years to be an overnight success.
Organic products are at what I believe to be a unique point in time, the confluence of two great social impacts.
The first is the tools to connect being given to us by the web 2.0.
The second is the sudden realisation that food matters more than as just fuel, that there is a powerful social and familial force present when you prepare and share good food, on top of the obvious benefits of the impact of healthy food on the individuals health.
Had you told me 3 years ago that a TV reality show would contribute to a major change in behavior, I would have told you to stop smoking illegal stuff, but perhaps the change was lurking, and Masterchef just provided the catalyst.
