Tag Archives: Strategic management

Poison Ivy

One of the hazards of hitting a golf ball a little off line (OK, maybe more than a little) is a close encounter with poison ivy.

Poison Ivy

(Photo credit: Mark Sardella)

It’s everywhere on the course I play. When you keep the ball away from the weeds, it’s not a factor but when you chase one into the edges of the course, you often come home with an itchy reminder of a bad shot.  At some point over the last week I must have had a close encounter with some of it since I’ve now got a few seriously itchy patches on me. This, of course, got me thinking about business.

As you might be able to tell from the photo, the plant has attractive, innocuous little flowers.  As long as you don’t touch the leaves, the urushiol stays put and you don’t itch.  Unfortunately, the oil sticks to everything that touches the plant, and if you touch whatever it was (like a golf ball) later on, you’re probably going to have an allergic reaction that brings on the fits of scratching.  The oil doesn’t go away when the plants die either.  You can get just as bad a case touching a dormant or dead plant in winter as you can in the middle of summer.  The business point?

There are people out there who are just like poison ivy.  We bring them into our organizations because on the surface they seem harmless.  Maybe we notice that they resemble something against which we’d been warned (leaflets three, let it be!) but we’re distracted by something – finding a golf ball, making a hire, closing a deal.  Once we let them touch our business, however, they cause all sorts of harmful reactions and those reactions persist long after we’ve freed ourselves from contact with the plant or the poison.

We’ve all had close encounters with human versions of the plant.  Lieber and Stoller wrote about one – “you can look but you better not touch”.  These people do “come on like a rose” but we’re well-advised to stop, take a hard look, and keep our distances.  The short-term gain is rarely worth the long-term misery.

Want to add any thoughts about someone you’ve encountered like this?  Hit the comments.

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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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The 4’7″ Door

We’ve done a bit of work around Rancho Deluxe over the years, including turning an attic into a master bedroom suite many years ago.

Grand View Ship Hotel "castle" bluep...

(Photo credit: brianbutko)

We hired a local architect to design it and due to our budget constraints he asked if we’d mind letting a young associate turn his designs into the actual plans. He assured us that the kid was certified and knew what he was doing.

Fast forward to the construction. One afternoon as the framing took shape, our contractor asked us why we wanted a door that was less than 5 feet high. Not being sure which door he meant, he pointed to an area and said “that one.” It was the main door in and out of the room. He made adjustments to the plans and we’ve lived in the space ever since.

I raise this today because you might every well be in a similar situation.  Think about how many times you hire a contractor  – coders, accountants, lawyers, consulting project managers, etc. – to build what others have designed.  Or ask yourself how often you give an employee instructions on what you what them to do.  The bad ones do just that – they execute the instructions they’re given.  You get exactly what the plans called for, even if the plans were screwed up.  The good ones think as they go – they ask why you want a short door.  You get a product free of errors and that’s a slight improvement on what might have been planned originally.

The great ones figure out what you ‘re trying to accomplish and tell you how to get there faster, more cheaply, and with a better result than might be in the plans.  Not only do they see the short door but they think about the door in the context of the traffic flow through the house and the room and point out options you might not have considered.  Those are the contractors (and employees) you need to hire, since the best laid plans might just have doors that don’t suit you needs.

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