I’ve always been a glass half full, look at the bright side kind of guy. Just feel like life is more pleasant when I feel cheery. Seems to make others around me feel better too. No one likes to hear someone whine.
So I read Bright-Sided, How the Relentless Promotion of Positive Thinking has Undermined America, by Barbara Ehrenreich. Ehrenreich debunks much of the science and quasi-religious positive thinking movement and the damage it has done. I think she’s on to something. Parts of Corporate America seem to have embraced a kind of feel good, positive thinking kind of mentality that can be a bit creepy. All those Successories posters on the walls, motivational speakers, executive coaches, weird off-site retreats, etc. Makes you wonder if it enforces a culture where it’s difficult to question the status quo or any new initiative.
A consulting company I once worked for decided that it would be a great idea to produce a series of videos on our process. A way to ‘make money while we are sleeping’ (a dream of many consultants who feel tied to billable hours). Cost estimates and sales forecasts were prepared. I thought they were wildly over optimistic and said so. As a result, I was viewed as ‘negative’ and ‘not a team player.’ Of course, I was right (why else would I tell the story?). We lost our shirt on those videos. But, those responsible still viewed me as negative. The moral dilemma is, do I say something or just keep my nose to the grindstone when I think everyone else is drinking the Kool-Aid? I'm glad I spoke up and even more glad that I left the company and started my own.
I'm still going to be cheerful. And I'm going to continue to look at the positive side of any new idea (it's what I do). But, I'm going to remain skeptical of anyone who tries to prescribe positiveness for others. If I choose to be positive, it is my choice. But I don't think it's my place to make you be positive if you are not so inclined. Different Drums for Different Drummers. We need cheerleaders and we need skeptics. Both play key roles. That's my take on it.
Saturday, February 6, 2010
Monday, January 25, 2010
Buying Local
Focus Group of One Department
Three brief stories about local customer service versus national chains:
1. Went to buy a new computer. Thought, "Ok, I'll shop at my local independent Mac store (not the Apple Store). They will take an interest in me and I'll get better service than the Apple store, or the big box or online." Wrong. Had a lousy experience. Wound up returning the $1700 iMac but had to pay $250 penalty for opening the box (it couldn't get a wireless signal where I wanted it.). Staples was, by comparison, great. Smart young guy helped me find just what I needed. National Chain 1, Locals 0.
2. Went to buy expensive digital SLR camera for my son for Christmas. Same deal. Went to the local camera store. Owner's son was there to help me, but was not too well informed. He asked his father to help. Owner said, "I'm in the middle of something right now." He was on the computer editing photos! I walked out, bought camera from very knowledgeable guy at national chain. Nationals 2, Locals 0
3. Finally, took my car to local repair guy, rather than the dealer. My last visit to him was when he yelled at me because he was told by his assistant that my problem was one thing when in fact it was another. Nevermind that I had been quite clear. We now get great service from our dealer in a clean comfortable environment. Nationals 3, Locals 0
Why are Locals not more customer-oriented? I've been a business owner. I know that they are under constant pressure to grow revenue in these tough times. I think sometimes the stress gets to them. In theory, they are more caring, but when they are under stress, they get short-sighted. National chains train their people to be customer oriented. The staff is not under the same pressure and can therefore be more helpful.
Three brief stories about local customer service versus national chains:
1. Went to buy a new computer. Thought, "Ok, I'll shop at my local independent Mac store (not the Apple Store). They will take an interest in me and I'll get better service than the Apple store, or the big box or online." Wrong. Had a lousy experience. Wound up returning the $1700 iMac but had to pay $250 penalty for opening the box (it couldn't get a wireless signal where I wanted it.). Staples was, by comparison, great. Smart young guy helped me find just what I needed. National Chain 1, Locals 0.
2. Went to buy expensive digital SLR camera for my son for Christmas. Same deal. Went to the local camera store. Owner's son was there to help me, but was not too well informed. He asked his father to help. Owner said, "I'm in the middle of something right now." He was on the computer editing photos! I walked out, bought camera from very knowledgeable guy at national chain. Nationals 2, Locals 0
3. Finally, took my car to local repair guy, rather than the dealer. My last visit to him was when he yelled at me because he was told by his assistant that my problem was one thing when in fact it was another. Nevermind that I had been quite clear. We now get great service from our dealer in a clean comfortable environment. Nationals 3, Locals 0
Why are Locals not more customer-oriented? I've been a business owner. I know that they are under constant pressure to grow revenue in these tough times. I think sometimes the stress gets to them. In theory, they are more caring, but when they are under stress, they get short-sighted. National chains train their people to be customer oriented. The staff is not under the same pressure and can therefore be more helpful.
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