Monday, September 29, 2014
Your fans matter much more than your followers
Thursday, September 25, 2014
Is Your Customer Experience Management Causing Complaints?
Online review sites give customers the chance to have their say about their experiences - good or bad - with businesses. Many businesses hate those sites and complain that they paint a false picture of their customer experience. Are they right, or should they see this as a wake-up call?
Autralia's consumer watchdog, the Australian Competition and Consumer Commission (ACCC) recently threw its hat into the ring. The Sydney Morning Herald reported that the ACCC is calling for regulation of hospitality review sites such as Urbanspoon, Eatability, and TripAdvisor, following complaints from restaurants that these sites unfairly damage their reputation.
Their main complaint is that some of the online reviews are fake or exaggerated, and might be posted by disgruntled past employees or customers seeking revenge for something trivial.
They do have a point, but is that the best response?
Trying to control online conversations is a game you can't win. It might have worked years ago, when information was tightly controlled. But now that anybody has the power to say whatever they like, it's difficult to stop them.
Sure, there are some inaccurate reviews, but they aren't the vast majority. By the hospitality industry's own admission, only about half of the reviews were considered malicious or vexatious. And that was from a self-reported survey of the industry, which is obviously biased. So the real number will be much lower.
People buying faulty products have the chance to return them. But people buying "faulty" accommodation, dining or travel services rarely get their money back. So they turn to review sites to vent their frustration.
What if those hospitality providers looked at those reviews as an opportunity rather than a threat?
Could it be that many people are reporting a bad experience because, err ... they had a bad experience?
Experience is the key word here.
In our increasingly competitive world, businesses can't expect to get and keep customers and clients just based on their products and services. They need to deliver great experiences. That's what your customer is buying from you.
For example, one of the people quoted in the SMH article is Warren Turnbull, the chef at Chur Burger in Surry Hills. He says:
"People love to have a whinge or a rant. If I did the most amazing dish in the world and sold it for two dollars, there would still be people complaining."
Sorry, Mr. Turnbull, but you're missing the point! Your customers aren't paying just for the burger - they are paying for the experience of dining out.
To confirm this, I looked at Chur Burger's reviews on Urbanspoon. As Warren Turnbull says, some of the negative reviews do complain about the quality of the food. But when you position yourself with the tag line "Voted the best burgers in Sydney", you're setting very high expectations.
But, even leaving this aside, there are also many reviews about long wait times, rude and inconsiderate staff, the noisy venue, and over-priced drinks.
Of course, this isn't just about $10 burgers!
What are you doing to give your customers and clients a superior experience?
They have so many more options now, so yes, they do have higher expectations. And the Internet makes it so much easier for them to find other options.
If the product you sell can be built in China, and the service you offer can be outsourced to India, what makes you different? Only the experience you offer. So make it a good one!
How Do You lead Yourself?
How Does the Cycle of Being - Knowing - Doing Continue?
Once you complete a cycle of Being, Knowing and Doing, you are transported to a different level of consciousness where a different 'you' exists. You reach a different state of Being, which you must experience all over again to realise the change within you and again 'Know' yourself. This is an inbuilt process of realignment in your inner self that drives you towards self actualization.
The process of 'Being - knowing - Doing' does not necessarily happen in compartments, but flows freely such that you are able to 'be' in a particular domain, 'know' yourself in relation to a different domain and 'take actions' in a yet another domain. This complexity builds different layers to your personality, which allows you to build on your strengths or competencies and work on your limitations.
How Does Winning Happen?
By following the process of Being - Knowing - Doing, you get freed from the stress of trying to win, because winning then becomes a byproduct. By aligning your actions to your internal compass, you are automatically driven towards the path that will bring you personal glory, how small or insignificant it may be for the world outside. In the end, it is all about reaching where you want to, right?
Are you following your own cycle of Being- Knowing - Doing?
PS: You may also like to read the post 'Why Must You Lead?
Monday, September 22, 2014
What's worth celebrating? What can be better?
In my Enhancing Their Gifts System celebrating is a key component. People using the system celebrate every time they achieve a milestone or goal in their performance possibility plan and continually have appreciation conversations with their colleagues when they achieve and accountability conversations when they don’t.
Every 90 days system users and their performance partners formally ask what’s worth celebrating and what could be better and then upgrade their plans for the next 90 days. These are wonderfully candid, positive and productive conversations because many informal exchanges have taken place in the 89 days preceding.
What’s worth celebrating in your life and work?
What’s worth celebrating about the life and work of your colleagues?
Share your answers with people you work with. Doing so, providing you then take action, will improve your relationships.
What could be better in your life and work?
What could be better in your business relationships with others?
Share your answers with people you work with. Doing so, providing you then take action, will improve your relationships.
Create a performance possibility plan for the next 90 days that begins on the 1st of next month. Type/Write down how you will keep doing what’s worth celebrating and what you will do to change what could be better. You can do this on one page, personal on one side and business on the other.
You just might be staggered at the profound results of taking this simple action, providing you do what you type/write down of course!
If I can help you with this sing out. I'm a pioneer in the creation of one-page execution plans. I'll even email you mine.
Be the difference you want to see in the world.
Ian
More sparkenations here.
Monday, September 15, 2014
“It’s not about proving anything, it’s about sharing something.”
This is a great interview with renowned cellist Yo-Yo Ma.
Enjoy and then contemplate on
“It’s not about proving anything, it’s about sharing something.”
Yo-Yo Ma
and What is your music between your notes?
You might also enjoy this short piece of music from Yo - Yo Ma that I often play when I need to restore harmony in my life. Some find it sad. I find it stirring.
Be the difference you want to see in the world.
Ian
More sparkenations here.
Thursday, September 11, 2014
How Easy Is It For People to Contact You?
We now have a plethora of ways to get in touch with each other. That's a double-edged sword, though, because it can sometimes make it harder - not easier - for people to get through to you, as this comic from xkcd.com shows:
Here are some guidelines to consider when deciding how to be contactable:
- Give them immediate and deferred options: Immediate communication is where you both absolutely must be there at the same time - e.g. phone, meeting, video conference. Deferred communication happens at each other's convenience - e.g. e-mail, SMS, Facebook/LinkedIn message. Give people both types of communication, and let them decide what they need each time.
- Set their expectations: Even though e-mail and SMS should be treated as deferred communication, some people expect you to reply immediately. So be clear about what they can expect.
- Meet their expectations: If you say you'll get back to them in 24 hours, do so. Otherwise, it forces them to keep checking constantly because they're not sure of your reliability.
- Be careful about the signals you send: For example, if you reply to e-mail too fast, people will come to expect that, and it sets a standard you don't necessarily want for yourself.
- Different rules for different people: Not everybody in your network is equal. High-value clients might get a faster response. Your partner and kids might get immediate access (e.g. a special ringtone on your phone that works even when it's on silent for everybody else).
My key message is: Think about what you want. There's no standard formula that works for everybody. But if you don't think about what you need, you'll forever be interrupted by other people's priorities.
It's your life, so set your rules.
Monday, September 8, 2014
How to maintain your attitude of gratitude
When suffering from a life-threatening illness 37 years ago my doctor advised me to have "an attitude of gratitude."
Every day since I have stood in front of the mirror and said out loud "I have an attitude of gratitude."
I say it out loud at least 3 times a day!
My stance helped me to not die from my illness. Every day it has helped me, even in my darkness moments, deep disappointments, and digression from my path, to live a life that matters to me and the people I encounter.
I have learned one of life's most valuable lessons - "when we're grateful for what we've got, we can have more of what we want."
Here's 12 ways to maintain your attitude of gratitude.
Be the difference you want to see in the world.
Ian
"It's a sign of mediocrity when you demonstrate gratitude with moderation."
-Roberto Benigni
More sparkenations here.