Monthly Archives: December 2012

December 19, 2012 · 10:23 am

Wiggle Room

Maybe you’ve been playing along with the home version of Instagram‘s TOS controversy.  The interwebs have been buzzing about it for the last couple of days and since I hate to miss a party I’d like to pile on.  However, I have a bit of a different take here, so before you turn away in disgust at my blatant attempt at link bait, please read on.

Via Crunchbase

For those of you who haven’t been paying attention (or who aren’t Instagram users), the basic facts are these.  Instagram, a widely used photo-sharing application, announced it was modifying their Terms Of Service to include this language:

“…you agree that a business or other entity may pay us to display your username, likeness, photos (along with any associated metadata), and/or actions you take, in connection with paid or sponsored content or promotions, without any compensation to you.”

Pretty clear what it means in my mind but I’m not a lawyer.  Actually, since these are for users to read and understand, I shouldn’t have to be.  In any event, many users were distressed that their images could be used without their permission in commercial ventures.  As one might expect, since there are quite a few professional photographers on the service, they were among the most alarmed, and posted that they were deleting their accounts.  So did many users.

The CEO of Instagram stated the following:

“To be clear: it is not our intention to sell your photos. We are working on updated language in the terms to make sure this is clear.”

Intention?  Hmm.  Here is my take on the whole thing.  If you’re not going to do something, say so.  Don’t use careful, lawyer-like language – “not our intention”.  It makes you seem like you’re lying.  If your kid was dressing up on a school night and says “it’s my intention to stay home and do my homework”, you wouldn’t just leave it at that.  We need to be clear and honest with our customers and partners.  Wiggle room isn’t part of that.

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December 18, 2012 · 12:33 pm

Witch Doctor Technology

Like many of you who read the screed, I’m a fairly literate person when it comes to technology.

English: Witch doctor of the Shona people clos...

(Photo credit: Wikipedia)

I know – given what I do for a living one would hope that’s true.  That’s why my recent experience with some very common technology – a cell phone – is so frustrating.  Over the weekend my family all upgraded their devices.  The girls all moved to iPhone 4S and I moved to a Samsung Galaxy S3.  Both are great devices.  However, they both illustrate a point that’s all too common and what I want to discuss today.

My phone came with the Ice Cream Sandwich version of Android.  I knew that there was a Jellybean update available – an upgrade to the latest version of Android.  While the ability to update the OS via an over the air download exists, because the manufacturers and the carriers can’t get on the same page, one needs to install the upgrade via a piece of software that lives on a computer.  I installed it on a windows PC, connected the phone and waited.  And waited.  Apparently, it’s a known issue to connect the device to the PC – a software issue.  I tried it on a Mac.  Same issue.  A few minutes of searching the web told me that there were a number of potential fixes that involved editing the Windows registry (not for the faint of heart), modifying phone settings, uninstalling and reinstalling device drivers, etc.  Nothing worked.

I used Samsung’s live chat customer support.  They had me try a few things I had also found on the web.  Nothing.  They said to uninstall the software which, of course, involves a reboot of the computer, which means you lose the person with whom you’re chatting and can’t get back to the same person again so you start over.  After many hours of this, I’ve given up.  Before the Apple fanboys and girls chime in, let me say that upgrading an iPhone to a new version of iOS ended up bricking my wife’s phone for a while and the number of issues I’ve had with Mountain Lion on my Mac is frightening.

Here is the business point.  No other industry with which I’m familiar releases products with known issues, and when the issues become public doesn’t seem to be in any particular rush to fix.  The G3 is a best-selling phone and to get to the latest operating system shouldn’t take the technologic equivalent of tossing chicken bones and burning incense.  Thousands of people are frustrated by this – I’m sure Samsung and the carriers (it’s not just a one carrier issue) are well aware.  If we want tech to be integral – more integral – in customers’ everyday lives we can’t behave this way.  Imagine if airplanes or cars were released with the kind of stability we see in most technology.

I don’t know what anyone can do other than to vent as I’m doing.  For me not buying the product is not an option.  Maybe that’s why these companies don’t seem to care.  But witch doctor solutions to these issues has to stop.  Do you agree?

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December 17, 2012 · 1:48 pm

Learning From Hospice

I’ve written many times here on the screed about customer-focused business behavior. I want to tell you about several professionals who exemplify what I think is the ultimate in customer focus.  These are the people who provide hospice and palliative care.  While it may sound a little cold to look at what they do as a business (and it’s a lot more than that, I know), there are a few really important things we can learn from them.

First, we often focus on the lifetime value of a customer and we prioritize the kind of service we deliver predicated on that.  After all, the new customer who walks in to take advantage of a GroupOn offer is very different from the loyal customer who comes in once a week.  How do you prioritize your customers when the entire reason you’re there is that you’re going to lose them in the near future?  The answer is to do it as they do – deliver an incredibly high standard of service to everyone, looking at them as if they’ll be customers for life.

We all have customers who are demanding.  Imagine a customer who can’t do much of anything for themselves.  While we might talk about our jobs as 24/7 situations, very few of us actually live with our customers.  These folks do, and they are on duty 24 hours a day for several days at a time.   That might make anyone a little cranky, but part of the job is maintaining a positive attitude in the face of a lot of negativity (terminal illnesses tend to breed bad vibes…).  Something to consider, perhaps, the next time we have a 30 minute meeting with an unhappy client or a customer rep who needs to engage an angry consumer on the telephone for an hour?

I can list a bunch of other comparisons here but the entire point is to change your perspective a bit as mine was changed over the last few months.  A family member was fortunate (strange word to use when anyone needs this) to have had some excellent care from professionals providing hospice and palliative services.  The way they went about their jobs, even when their customer was grumpy and difficult – was inspiring.  It opened my eyes and hopefully I can pass that along.

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