Tag Archives: business

July 27, 2012 · 9:03 am

Off The Menu

It’s a classic scene from “When Harry Met Sally.” Harry orders “a number 3.” Sally asks for  something that’s not exactly off the menu but not exactly a number that’s on it:

GLENDALE, CA - JUNE 21: A Domino's Pizza rest...

(Image credit: Getty Images via @daylife)

I’d like the Chef’s Salad, please, with oil and vinegar on the side, and the apple pie a la mode … but I’d like the pie heated, and I don’t want the ice cream on top, I want it on the side, and I’d like strawberry instead of vanilla if you have it. If not, then no ice cream, just whipped cream, but only if it’s real. If it’s out of a can, then nothing.

I’m not sure why that popped into my head as our Foodie Friday Fun this week even if it does seem to be one of the most true scenes I know (and to preserve familial bliss I’m going to leave that there).  However, it does raise a good business point:  customers that order dishes that aren’t on the menu.  Most restaurants will accommodate a reasonable request if they have the ingredients and it’s not the dinner rush.  Substituting chicken for veal or leaving the anchovies off a salad isn’t a big deal.  Even national chains have secret menu items that aren’t on the posted menu but regular customers order all the time.  My favorite comes from my favorite burger chain, Fat Burger.  It’s called The Hypocrite and is a veggie burger topped with bacon.

I bring this up because if any of us want to foster success we need to let people order things that aren’t on the menu and to honor their requests as best we can.  It seems obvious but pay attention to how many “one size fits all” products and services you encounter out there.  Too many in a time when there are very few mass markets any more.

I can hear some of you grumbling that Apple doesn’t behave that way but I think if you reflect on some of their product history (the iPhone antenna issue, for example), they do adjust to meet customers’ needs.  An organization’s ability to let customers put their own spin on things from time to time is a secret ingredient every pantry should stock.

What have you ordered that wasn’t on the menu?  How did the organization meet your needs?

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July 23, 2012 · 11:27 am

The DC-6 Of Digital

I had a long conversation with someone oer the weekend about the Internet and how an entire economy has grown up around it.

English: A Douglas DC-6B of Balair at Basle Ai...

English: A Douglas DC-6B of Balair at Basle Airport (Photo credit: Wikipedia)

Think about all of the jobs and businesses that didn’t exist in 1995.  SEO manager (or firm)?  Social Media Expert (or software)?  Web designers – it’s a long list.  Many of the companies with the highest valuations owe much of that value either directly or indirectly to the Internet.  If this was a blog about politics I could go off here on a tangent about government investment (the digital economy owes a lot to the government both in terms of the space program and DARPA) but I’ll leave that for another time.  Instead, I want to take the rest of today’s screed to remind about the Wright Brothers.

In the early days of flight there were lots of crashes and air travel was not for everyone. It took roughly 25 years before the DC-3 made it a broad business and until after World War II and the introduction of several airplanes based on bombers that flying was for the masses.  That brought about changes in tourism and other businesses.  The world became a much smaller place. The early crashes were not forgotten but they were seen as key learning opportunities, not just failures.

The DC-6 was disruptive. It affected steamship and rail travel and both businesses took a hit from which they really haven’t recovered (do you know anyone who’s used a cruise ship to take a business trip?).  I’ve been asking myself what is the DC-6 of digital? We’ve gone from an environment of text to graphics to rich media to video to social. It’s become more mainstream for consumers and it’s getting there for businesses.  Devices are becoming smaller, more personal (even wearable).  I still think we’ve yet to see the thing that changes it all.

Businesses – and marketing of those businesses in particular – don’t like to take massive chances.  In hindsight, it seems hedging your bet when it comes to new technology is not really “playing it safe.”   When the digital DC-6 takes off, we all want to be on it.

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July 19, 2012 · 10:43 am

Old Goats And New Technology

My birthday is coming up in a few weeks.

English: Custom made birthday cake

(Photo credit: Wikipedia)

I think I’m officially what would be classified as an Older American (seems like that’s anyone over 25 these days), so I read the press release from the folks at Perion with some interest.  They’re “a developer of software tailored for 40+ Second Wave Adopters (SWAs) of technology”.   I’m not sure if that means all their products are in large type, but nevertheless the research they conducted concluded that:

Older Americans have a cautious approach to technology, but are still willing to embrace it depending on the practical impact it will have on their lives. The study shows that 88.5% of Americans over 45 surveyed consider themselves slow to adopt technology. However, 84.8% adopt a new technology when it fits their current lifestyle, 89% will use new technology if it’s better than what they use today, and 79.2% enjoy technology and new gadgets.

Only 50% of respondents felt that greater usage of technology has hurt social interactions, and 89% said that they were good at keeping in touch with friends.  Key to understanding the segment is the recognition that SWAs over 45 do not fear technology, but they need to be a little more convinced to use it than others. Surprisingly, 76% said that technology was fun; not a term usually associated with technology amongst SWAs.

Add to that this nugget:

A new study by Euro RSCG says people are tired of having to act and look younger than they are and live up to some sort of unattainable youth ideal.  Just about three-quarters of those who surveyed expressed the belief that society has grown much too youth-obsessed — an opinion shared not just by the older set but also by 6 in 10 Millennials.

In other words, if you’re thinking that we oldsters don’t “get” what you’re doing you’re insulting not only a potentially lucrative business segment but maybe angering our kids as well (most of them do love us, after all).  Ever use the phrase “you’re not the demo” when receiving business commentary from an older person?  Maybe we really are.

The real underlying message is that older folks will use whatever means they can to stay in touch and make our lives easier.   We’re pragmatists, balancing the discomfort of the learning with the desire to make use of every minute we have.  Birthdays are great incentives!

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