Tag Archives: Reality checks

May 7, 2014 · 8:42 am

Service Done Right

I go on an annual golf trip – no shock given that golf is a frequent topic here on the screed. This year’s takes place in a few weeks and part of our group’s tradition (it’s our twentieth trip!) is that each guy brings “free stuff” for every other guy. Of course, it’s never free to the giver, but that’s part of the charm, I guess.

Over the years I’ve made a variety of commemorative T-shirts for the group as my gift and I’ll be doing that again this year (sorry if I ruined the surprise for any of my group that visits here). I designed them and sent the file off with my order to Design-A-Shirt, the company I’ve used several times before. What happened next is customer service at its finest.

First, when they began working on the order, they sent out proof sheets to show me how they had cleaned up what I sent them and to get an approval to proceed.  This is the first step in very smart customer service.  After all, why take the chance on an unhappy customer (bad) or on having to redo an order (worse, and a killer of margins)?  This was NOT a form email.  It came from a person and I responded to a personal mailbox as I approved what they were doing.

To this point, I’d call this above average, smart customer communication.  Here is where it gets extraordinary.  I got this note yesterday:

Hello Keith,

I wanted to follow up on the order you placed with us to provide you with a production photo of your design printed on fabric. Please see the attached photo for reference. We are concerned about the text… as it’s a bit hard to read. To fix that we would either have to move the “ball” up to make the font larger, or use a different, thinner font that would be more legible. Please advise!

Wow.  They printed the approved design on T-shirt fabric and had a human give it the once over.  That same human took the time to write me a personal note and to ask for guidance.  I should remind you that this is for 13 shirts and the total cost was around $150, far from a big order.  Even so, they made me feel as if I was ordering 13 dozen.  Giving equal attention to every customer is part of doing it right.  Not surprisingly, late last night I got an email that the order had shipped and will be here at the end of the week – several days ahead of when it was promised.

Think I’ll be back?  You bet.  More importantly, by using them as an example of perfect customer communication and service – that which goes above and beyond the customer’s expectations – I’m hoping you’ll both learn from them and given them consideration if you need to make a shirt or two.  I know I talk often in this space about how excellent customer service costs less than you think and retaining a customer is always easier than finding a new one.  Hopefully this real word example resonates.  Does it?

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April 29, 2014 · 9:10 am

Crossroads

This TunesDay, let’s start with a question. Who wrote “Crossroads?”

Robert Johnson

If your immediate answer was “Eric Clapton” or even “Cream,” you fail. If you know your music, you know it was Robert Johnson, a legendary bluesman who died at the ripe old age of 27 (along with Brian Jones, Alan Wilson, Jimi Hendrix, Janis Joplin and Jim Morrison – quite a club).  This is the original:

It was recorded by Cream (along with one of the greatest rock guitar solos in history) live in March of 1968, some 32 years after Johnson.  It’s been recorded many times since by many people including The Doors, Rush, The Allmans, and Phish.  Most of them followed Cream’s interpretation – their version of history.  Their version became our version and that’s the business point made by the song.

You probably have had the experience in your work life of having someone get the credit for another’s hard work.  Sometimes, as in the case of Crossroads, the person getting the credit (Clapton) took a great idea (Johnson’s) and made it better.  The problem with that is it’s rare that the person getting the credit did much of anything other than to present the idea as their own.  In some cases, this version of the big lie gets that person promoted or hired into a job for which they’re totally unqualified while the originator gets barely a nod.  You can count on them having received the blame, however, had things not worked out very well.

I’m hardly ever surprised any more when I read a piece in the press and realize it’s just a regurgitated press release.  That’s fine – I even do it to a certain extent here on the screed.  I try, however, to state it as a quote and I always link to the original.  I like to think I make the press release better by providing context and interpretation.  I certainly don’t take credit for the original research if that’s what’s in the release.

There is nothing wrong with taking a good idea and making it great – just as Amazon, eBay, or Apple.  Clapton always gave credit to Robert Johnson.  It just disturbs me when I see how often I hear reports of someone getting credit for ideas I know first-hand were developed by others.  It would be nice if the reporters would do a little digging and not regurgitate everything they’re given.  What do you think?

 

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April 14, 2014 · 8:38 am

Why Facts Matter

I read a disturbing, though unsurprising report this morning. It’s from the Union of Concerned Scientists and has to do with climate change. Since this is a business blog we won’t get into the politics of that issue. I will, however, use my bully pulpit to remind you that unlike many of the challenges we face, money or power won’t buy you a different planet on which to live so you won’t have to deal with Earth’s climate.

Back to business.  The report looked at the three main cable news channels and the scientific accuracy of the statements they made with respect to climate change.  This is important since CNN, Fox News, and MSNBC are the most widely watched cable news networks in the United States, and their coverage of climate change is an important source of information for the public and for policy makers. Thirty-eight percent of American
adults watch cable news and cable news coverage of climate science often reflects and reinforces people’s perceptions of the science, as the report states.  What did they find?

Using specified criteria, we determined whether the individual segments identified dealt with climate science and whether the portrayal of climate science was consistent with the best available scientific evidence at the time of broadcast.  Of the CNN segments that mentioned climate science, 70 percent were entirely accurate, while 30 percent included misleading portrayals of the science.  Of the Fox segments that mentioned climate science, 28 percent were entirely accurate, while 72 percent included misleading portrayals of the science. Of MSNBC segments that mentioned climate science, 92 percent were entirely accurate, while 8 percent included misleading portrayals of the science.

My point here isn’t to promote to bash one network over another.  If you’re making business (or other) decisions based on what you hear from a particular source, you might be missing quite a bit of information.  Even worse, as this study shows, you may have quite a bit of wrong or misleading information.  If the most accurate network got a bunch of critical information right only 92% of the time, how accurate can your facts be if they come from any single source?

Facts matter.  Just because a news organization (or a bright consultant) tells you something doesn’t make it factually accurate.  When a few independent sources do so, you’re probably on solid ground.  That’s the place we need to find.  Are you coming with me?

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