Roy's Blog: May 2013

May 20, 2013

What’s the best way to have a conversation?

The telephone is regarded as a fading technology.

Old school perceived by most everyone.

Whatever you want to call it, the phone has a bad rap in the face of new customer engagement technologies.

The pendulum has swung from a phone-centric world to a world characterized by “let’s-use-every-technology-possible-to-avoid-having-a-conversation-with-another-human”.

For me, the irony is anything but subtle.

Every organization wants to have “more effective communications” with employees to share information, provide strategic direction and direct action.

And with customers to explain a value proposition that hopefully will result in a sale.

Unfortunately, they are employing solutions that recuse communications effectiveness.

Relevant information to individuals is lost in mass media technologies.

Organizations are distancing themselves from people by inserting technology in the middle.

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Intended outcomes from communication are not achieved as employee and customer reaction can’t be heard and acted on.

The phone may be old school from a technology point of view, but it is new school from the point of view of connecting and effectively engaging with people.

With developing a “high touch” culture like Zappos who actually encourage their customers to call them. An invitation that the herd generally avoids for cost reasons. How crazy is that?

Inject a healthy dose of the “H” (humanity) factor back into organizations.

Invite people to call.

Have a conversation.

Go retro. Go phone.

Cheers,
Roy

Check out my BE DiFFERENT or be dead Book Series

  • Posted 5.20.13 at 06:30 am by Roy Osing
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May 13, 2013

Leaders: this is what a bear pit session looks like

A message to leaders.

Want to find out what is REALLY going on in your organization?

Venture into “The Pit”.

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A bear pit session is managing by wandering around on steroids.

It is not formal event, but a casual meeting between the leader and a group of up to 12 employees (larger meetings generally stifle the flow of conversation and the ability for everyone to be heard).

It’s a fundamental element of leadership by serving around where the leader seeks feedback on improvements required to increase organizational performance and make things easier for employees.

When the leader ventures into the pit, they do so without their entourage; it is a free-for-all, no-format session.

An opportunity for people to “tell it like it is” to the leader without their immediate boss being in the room.

What’s working and what’s not.

— How the strategy of the organization is being executed.

— How effective leadership is at helping them do their jobs better.

— The barriers in the organization that prevent them from doing their jobs the way they want to.

— The ridiculous way customers are treated and the dumb rules that do nothing but enrage them.

I had a pit session organized every week on my calendar.

I made it a priority; it mattered.

It was one of the most important drivers of my effectiveness as a leader.

Try it.

You’ll like it (or not).

Cheers,
Roy

Check out my BE DiFFERENT or be dead Book Series

Other articles you might like…
Self assessment: Are you a sales stand-out?
Gems of leadership from Grandma
Promise nothing if you can’t execute

  • Posted 5.13.13 at 06:23 am by Roy Osing
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May 12, 2013

NBC King TV

NBC King5 Morning News Seattle, Washington

 

  • Posted 5.12.13 at 10:56 am by Roy Osing
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May 6, 2013

This is what happens when you make someone wait

Very interesting experience I had at The Marquess Anglesey Pub in London England.

My wife and I were finished our lunch (awesome burgers!) and I was trying to get the server’s attention to get the check. This chap was on the run. The place was crazy busy and all the servers were struggling to keep pace with what their customers wanted.

After a few minutes, he noticed my antics and mouthed “Can I be with you a moment?”

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I was impressed with his question.

He was obviously looking around the crowd in the pub trying to be aware of anyone who needed service.

Once he saw that I needed his attention he acknowledged that I needed help.

He then asked for permission to come back and serve me “in a few moments” once he finished what he was currently doing.

Awareness. Acknowledgement. Placing the customer in control.

Letting me make the decision on whether I want him to STOP what he is doing and satisfy me or not.

Result: he got what he wanted. I gave him permission to take care of his “in flight” task before coming over to me.

AND I felt good about the interaction because I felt I had control.

I made the call to wait.

Lesson for servers. Always ask for permission to NOT respond to what your customer demands.

I waited. My needs were not satisfied. But it was MY choice. And I was delighted to wait.

Brilliant.

Cheers,
Roy

Check out my BE DiFFERENT or be dead Book Series

  • Posted 5.6.13 at 06:10 am by Roy Osing
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