Tag Archives: business thinking

You’re In

I used to love hearing the coach say “Ritter, you’re in.”  It meant I was going to get in the game rather than just stand on the sidelines trying to stay warm and keep my head involved.  Ironic, I guess, coming from someone who now works in a profession renowned for standing on the sidelines and kibitzing to the players (best line ever – the commercial – where the consultants look at the client and say “oh, we don’t actually DO anything, we just recommend.”)

I’m thinking about this because I had an interesting experience this morning.  You may have seen the announcement that konnects, a new social network, is having its official launch today.  Like you, I need another social network like a third armpit, but I figured I’d search the Twitter community to see what was being said.  Interestingly, of the 35 (as of this writing) tweets in the last 24 hours on this subject, it seemed as if exactly one was from a person who had signed up and was using it.  The other 34 were either people reposting the announcement or asking for thoughts on the network.

How many blogs do you read that are just that?  Folks who are standing on the sidelines but really don’t have the skill required to play the game?  How many naysayers are there like that in your office – folks who are ready to criticize at a moment’s notice but who don’t move the ball up field themselves?

The perspective in the middle of the field or court or rink or tee box is very different than that from the sidelines.  We all need to get in the game and sweat a bit before we make a lot of noise from the bench.  I understand that it’s all a part of the conversation, and it’s certainly OK to ask questions or seek opinions (and I wish more people did both!).  But I think there’s too much uninformed chatter out there.  Maybe it’s peer pressure to blog/tweet/fill up the lifestream.   We’d all be better off sharing experiences, not just opinions.

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Filed under Consulting, Huh?, Reality checks, Thinking Aloud

The Other Side

How often have you walked away from a business or personal encounter with someone thinking “they just don’t get it”?  I find myself doing that a lot more often these days.  Maybe I’m just becoming a grouchy old guy or maybe I’m just becoming more aware of the lack of empathy that seems so prevalent.

Empathy is the capacity to recognize or understand another’s state of mind or emotion. It is often characterized as the ability to “put oneself into another’s shoes”, or to in some way experience the outlook or emotions of another being within oneself.  It is important to note that empathy does not necessarily imply compassion. Empathy can be ‘used’ for compassionate or cruel behavior.

And that’s really one big key, isn’t it?  My daughter teaches little kids and is good at it.  I think it’s because she’s very much in touch with her inner child and thinks as the kids do.  The checkout person at the supermarket who swipes their saver card so you get all the discounts when you forget your card – either they get it or their bosses do.

Conversely, we’ve all had those encounters where you feel as if you’re talking to a wall.  “Sorry, the policy is…no, we don’t do that (no explanation)…I can’t help you, sir…”  At some point, we’re all on the other side of the situation – the person who works for the phone company who needs help with medical benefits, the person at the cable company who can’t get their electric bill straightened out.  How do they not “get it” after that?  Why can’t they see those experiences are not separate and their behavior in business needs to match their expectation as a consumer?

We had an incident a few years ago at the NHL where we ran out of jerseys in our online store (and offline too!).  Customers had placed orders and were getting neither information nor jersey from our commerce partner.  We assigned people internally to do nothing but answer their questions.  We couldn’t get them jerseys but we did diffuse the situation by letting people know what the facts were (why we were out of stock), what we could do for them (not much), and, most importantly, that we CARED and were listening.  And that, dear reader, is mostly what people want to know.  Someone is there, is listening, is acting if they can, and empathizes with you even if they can’t.

If you run a business, teach empathy.  Your salespeople will sell more, you’ll spend less on customer service, and your email box won’t get filled up with hate mail quite so much.

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Feedback

One of the virtues of the interactive web is the amazing amount of feedback it generates.  I’m not talking about the Jimi Hendrix-style, blow your ears off stuff.  I mean the back and forth of conversation that is so critical to any business.  It’s inconceivable to me that a business would shut itself off to that information flow but many do.  Think about trying to reach a human at many of the companies with which you do business.  Websites such as this would not have to exist if it weren’t for the wall-building in which many companies engages.

Part of why I cook and play golf is the feedback.  If something tastes right, you know it, although what is right to me may not be right to my consumers (the other folks at the table).  Hopefully you get that feedback too (they’re not bashful around here about shredding the cook).  The lesson from golf isn’t that one gets feedback on how good or bad the last swing was – that’s pretty obvious based on where the ball goes.  The point is that one has to pay attention to it or you’re going to lose a number of balls.

Hey!  That may be the business point too!  If you don’t want to lose your balls, you need to listen to feedback and react.  Is you company paying attention?  Are you actively soliciting consumer opinions or are you making those email links hard to find?  Does a person answer your phone or is it an endless phone loop to nowhere?

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Filed under Consulting, Helpful Hints