Monthly Archives: June 2018

June 29, 2018 · 9:50 am

Eating At Mom’s

This Foodie Friday, I’d like you to think of your favorite restaurants. How many of them are national chains and how many of them are family-owned? How many of them serve “fancy” food and how many of them serve great versions of something you might find on your grandmother’s table? I’m willing to bet that most of your favorites are local and cook what your Italian or Chinese or Jewish grandmother might make.

Independent restaurants are growing twice as fast as chains, and there are reasons for this, according to Pentallect a research firm. Consumers rate independent restaurants as more superior on 12 of 15 attributes studied. Consumers see the independents as sharing consumers’ values and offering quality food and better service. They’re special, community-oriented and offering personalized service.

There’s a breakfast joint I go to. It’s a little cafe in the small downtown area here. Yes, there are franchised diners, Waffle Houses, and the breakfast offerings of many chains around, but you’ll find me eating at this place for precisely the reasons found in the study. Two visits and from then on I’ve been greeted as if I’ve lived here forever. I’m asked about my golf game and Michigan Football. The food is quite good but not at all fancy. What does this have to do with your business?

Unless they’re going out for a big, fancy meal, I think people like to feel as if they’re eating at Mom’s. It’s nice when you’re traveling that you can count on a chain to offer you exactly the same experience no matter what but the food is usually bland, a dumbed-down example of the good stuff. Pastrami at Subway? No thanks. You need to convey both the authenticity and good feeling one gets when pulling up a chair at a great local joint. It’s not fancy, it’s just good. You’re welcomed as family and not with some script developed back at corporate. Let your customers take their time. I find I’m rarely rushed at a local place while the chains are focused on “turns.” Would Mom kick you away from the table?

How does your business make customers feel like family? How are your products different from what the big guys offer? How are they better? Those are the things that I’ll bet make the local joint you thought of when I asked the question your favorite. How can you be that for your customers?

Leave a comment

Filed under food, Helpful Hints, Thinking Aloud

Tagged as , , , ,

June 27, 2018 · 11:12 am

Can We Distinguish Fact From Fiction?

How good are you at distinguishing fact from fiction? As I’ve written before, I think that is one of the two most important things anyone can learn in their professional (and personal) lives, with the ability to express your thinking clearly orally and in writing being the other. The folks over at The Pew Research Center studied whether members of the public can recognize news as factual – something that’s capable of being proved or disproved by objective evidence – or as an opinion that reflects the beliefs and values of whoever expressed it. The results aren’t particularly surprising but they also are a good reminder to any of us in business.

First, the results. I’m summarizing here but you really should read the entire study – it’s fascinating and gets to a lot of what’s going on in the country today:

The main portion of the study, which measured the public’s ability to distinguish between five factual statements and five opinion statements, found that a majority of Americans correctly identified at least three of the five statements in each set. But this result is only a little better than random guesses. Far fewer Americans got all five correct, and roughly a quarter got most or all wrong. Even more revealing is that certain Americans do far better at parsing through this content than others. Those with high political awareness, those who are very digitally savvy and those who place high levels of trust in the news media are better able than others to accurately identify news-related statements as factual or opinion…Republicans and Democrats were more likely to classify both factual and opinion statements as factual when they appealed most to their side.

In other words, confirmation bias comes in quite a bit of the time.  I raise this because I think it happens all the time in business as well. We receive data that doesn’t support the direction in which we’re taking the business but we reject it as biased. We get complaints from customers but dismiss them as opinion even when there are facts to support the customer’s unhappiness. It all comes back to what the study measured – many of us can’t distinguish fact from fiction.

We need to pay attention to the source of what we’re hearing. Does the data come from an unbiased, third party or is it an opinion? Is the person who is telling you something doing so based on first-hand experience or are they just repeating something they’ve heard elsewhere? Do multiple sources independently report the same information (not quoting one another, in other words) or are you basing a business decision on a single source? If you’ve spent any time in business, you know that even “trusted” sources – your analytics, your financial reports and others – can be manipulated. Always seek the unvarnished, fact-based truth and learn to ignore opinion unless it’s labeled as such. It’s hard to do that, but you’re up to the task, right?

Leave a comment

Filed under Consulting, Huh?, Reality checks

Tagged as , , , , , ,

June 25, 2018 · 10:13 am

Growing Older But Not Up

Jimmy Buffett wrong a song almost 40 years ago called “Growing Older But Not Up.” He wrote the song after breaking his leg in a charity softball game while running the bases. It’s a song I think about fairly often as I’m aging.

Our bodies grow older and change but we still think we’re eternally 25 and able to do all of the silly things we did then without consequences. We sometimes fail to recognize that we’ve changed and we need to deal with the world differently:

Though my mind is quite flexible
These brittle bones don’t bend.

Amen, brother. He was 34 when he wrote that and he says he’s still behaving badly at 71 though to a far lesser degree. The only constant is change, right? I think so, although I wonder sometimes if many in business recognize that this country is changing as it grows older too. I mean that literally. The country is aging, and it’s probably one of the most important changes affecting everyone in business. My generation, the baby boomers, are living longer, the birth rate is down among younger people, and we’re an older population. Here’s a tidbit:

Census figures show that fewer than 17 percent of U.S. counties reported a decrease in median age from April 2010 to July 2017, with the majority of those counties clustered in the Midwest. Nationally, the median age rose to 38.0 years in 2017, up from 37.2 years in 2000.

Doesn’t sound like much of a change but it represents the reason why we see many more ads for drugs (older folks are generally sicker), bigger cars, retirement accounts, and other things. So the question to you is how are you preparing for, and dealing with, the demographic changes that are happening? We’re becoming a more diverse nation too but that’s a much more complicated answer than focusing on age.

You have a couple of choices. You can reexamine your product mix and see if it appeals to people over 50. I’m not sure that Facebook thought it was a senior product but that’s what it has become as young folks are using it less and less. If it has appeal, maybe you need to be targeting that older segment, or at least testing.

The other choice is to deny the change. You’d be like Jimmy, trying to pursue things that reality makes less possible. Your heart and mind might be the right place but your market has changed and you need to adjust your thinking. We can all complain about the changes to the market but we can’t reverse them. Make sense?

Leave a comment

Filed under Thinking Aloud, What's Going On

Tagged as , , ,