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Manifesto

Vanished- Where Has Service Gone?

Monday
Apr202015

Innkeeping Isn't Reserved for an Inn

This from one our local self storage facilities...proves that everyone can be an Innkeeper. It's a simple choice really. Decide that care matters...and do it.

Saturday
Jan102015

Sucking Down

Really enjoyed this recent Tom Peters quip...An effective brand you knows "sucking DOWN" is 10-100X more important than "sucking up."

It reminded me of the single most important life lesson I've learned in my adult time on the planet. Pandering to those above you (or to yourself) is never as effective as investing in the development of healthy relationships with your peers, team member and family. This is where leadership starts...and ends.

 

Thursday
Jan012015

Happy New Year...Now Go Learn

In the course of my work I'm often asked what sort of education is best which is usually a clever disguise for wanting to know if a college degree is worth pursuing. Well, that's really hard to say. An institutional product like college education is just like any other thing or service we buy. It has varying levels of value depending on your goals, values and world view. There is no one answer that fits everyone. I know that's the system we've been taught (or conditioned or even bullied) to believe in. But it simply isn't that simple...anymore. We grew up believing that if we had the money or could borrow it we should (must) get a college education because it would open the doors to opportunities (higher paying jobs) we would otherwise not be in a position to secure. Well now that model is being blown to bits because learning and the product of knowledge have been completely redefined. In the matter of just a decade what you once had to go to a classroom in a famous college to consume...you can do so from your house anytime you want. In that same amount of time, the job of teaching has gone from a privileged minority (those that went to college) to virtually anyone who takes the time to do so.

So the point on this celebrated day of new beginnings is not to decide where to learn but rather just to start learning of any kind. Here’s a list of inspirational blog posts to help get you going. Now go Choose Yourself.

Happy New Year!


 

Monday
Oct272014

Create or Consume...it's a matter of choice

Generally speaking I tend to busy myself with creating stuff or experiencing new things. And I actively limit consumption, particularly of the media sort. In that vein I only pay attention to those I trust and care about. So the chances of me tuning-in to the morning news is highly unlikely (here's a better explanation of this effect). Technology makes it easier than ever to fall into this trap...to consume vs. create. Technology also makes it possible to connect with anyone, anywhere at virtually anytime. It's a remarkable point in history. You can learn anything from whomever you want. You can make things and give people a peek or show off your skills to precisely the audience you're looking to attract. You can build your own fan club. So the choice is yours...be entertained or do the entertaining...choose wisely.

Monday
Sep292014

The Investment in Feedback

Assuming you’re interested in what people notice about you and/or your business. And assuming you’re interested in thanking people for taking the time to let you know, I offer the following guide to the business of customer feedback.

  1. Make it easy…No arduous processes (multiple layer menus or long lists of questions or multi page comment forms).
  2. Make it genuine (human) and brief. Best to get it in person upon departure. But if you can’t a brief follow-up soon after will do.
  3. Make it heard…act like you’re listening and that you care. The request should be personal. And the request should come from the top (or very near the top).
  4. Thank you…everyone who provides feedback should receive a personalized response thanking them for their time and contribution (repeat customers should get extra attention). Yes, it’s an extra step. But it shows you care.
Now apply this to your internal customers as well…now there’s a twist.

Of course this sort of attention takes time…probably at least an hour or two each day depending on the size of your business. But if you do this well, it gets noticed and builds trust. And that’s one of the best assets you can build…definitely worth the investment.