Roy's Blog: October 2014

October 20, 2014

A business isn’t human

How can it be?

A business is a pluralistic “society” with a very specific end game: deliver what is produced; what is manufactured; what is available for distribution and make money.

Most businesses push their products and services on people. Rarely do they see themselves in the “experience delivery business” where creating amazing memorable experiences for their customers is their raison d’être.

They focus on their products and try to wrap the “service thing” around them.

But there is no question what the priority is: sell product.

With this singularity of focus, how can the business society be human?

How can the employee herd amaze customers by serving them in an exemplary way when they are driven to make monthly sales targets?

They can’t.

Businesses can only be human if they lead with “serving humans” as their prime directive; if it forms the context for everything they do.

“Delivering Happiness” drives the behaviour of every Zappos employee, not selling shoes. Any wonder that Zappos is a model for providing the human experience in business? And by the way, if anyone doubts the economic value of delivering happiness, remember that Amazon bought this culture for over $1Billion.

Hypocrisy in motion is the ingenuous businesses declaration to “put you first” and “delight you” when all their employees are expected and rewarded to hit monthly revenue targets and cost reduction goals.

How can a Call Center rep possibly be motivated to dazzle their a client with a little extra caring and attention when management is only interested in the duration of the call and amount of revenue generated?

Business humanity requires a human purpose; most organizations unfortunately don’t see it this way.


BE DiFFERENT or be dead Book Series

Other articles you might like…

How to avoid the new-idea trap
Tips for business from Roy
6 tips for bucking the small business failure rate
8 actions marketing leaders can take to stand out

October 16, 2014

Roy’s tips for business success

Here are 6 actions you can take to avoid your new business being a death statistic... 6 tips for bucking the small business failure rate

If you copy others you give people ZERO reason to buy from you... Why benchmarking sucks

Look for a away to be a different breed NOT best of breed… Forget best of breed

Your mission statement should be on the ground NOT at 10,000 feet… The mission statement is the ultimate selfie

Provide value that people CARE about… “Sexy” gets too much attention

SUCCESS = (Doing) (lots of) (imperfect) (stuff) (fast)... Key winning concepts: action, speed, attempts, good enough

Provide your customers with a human experience and they won’t care about price… The uncomplication of business

Don’t say these in your zeal to be “customer driven”... We exist to delight you - blah!

Get on to the notion of “serving” people not servicing them… I really don’t want to be “serviced”, do you?

Who needs a traditional organization structure?... Flat organizations move quicker

5 ways to get your customers addicted to you… Customer addicts = loyalty = ongoing revenue


October 13, 2014

Why benchmarking sucks

1. Determine who is best in class.
2. Figure out what they do well.
3. Copy them.

WOW! How original.

What a brilliant way to separate yourself from the crowd.

Copy and lower the bar.

Copy and reduce the lowest common denominator.

Copy and perpetuate invisibility.

Copy and blend in.

Benchmarking shows ZERO originality. ZERO reason why someone should buy from you as opposed to someone else.

And ZERO reason why you should be in business.



Then at least if it doesn’t work out you can be proud that it was YOUR idea not some other member of the herd.

And try again.


BE DiFFERENT or be dead Book Series

Other articles you might like…

How to avoid the new-idea trap
6 tips for bucking the small business failure rate
8 actions marketing leaders can take to stand out
Are you a survivor leader?

October 5, 2014

Customers are way too much trouble

28 reasons why customers are too much trouble…

1. They come late and expect us to stay open.
2. They come early and expect us to be opened.
3. They don’t appreciate some of our staff; they have unrealistic expectations.
4. They always change their mind.
5. They are too sensitive about getting their needs met.
6. They tell their friends how bad we are when we make a mistake or don’t meet their customer service expectations.
7. They feel entitled to get a deal; they never want to pay the regular price.
8. They are inflexible; they won’t accept a substitute when we don’t have exactly what they want.
9. They demand we check “the back” if the item they are looking for isn’t on the shelf.
10. They are quick to criticize but rarely praise us when we do a good job.
11. They complain about our prices being too high.
12. They hate standing in line to pay for their merchandise.
13. They hate being told to go to another cash register when we take our break.
14. They expect us to be able to answer any question on any of our products; they don’t appreciate that it is impossible for us to know everything about each product we offer.
15. They don’t like our merchandise cluttering the aisles because of our limited space for inventory.
16. They expect to be served by friendly staff even if we are having a bad day.
17. They expect staff to be available to help them; they get very angry if they have to “hunt” for a store clerk.
18. They never seem to be satisfied; give them a little and they want more.
19. They ask for a manager if we can’t satisfy them.
20. They think they are the only ones we have to serve; they don’t care if we have other customers in the store.
21. They stress-out our staff by being so demanding.
22. They shop around for better deals; we can’t count on their loyalty.
23. They don’t understand our policies; they keep asking for things that our rules don’t permit.
24. They don’t get that if we break the rules and do something special for them, we would have to do the same for others.
25. If our delivery is late, they don’t understand that it was a problem with our courier service not with us.
26. They hate voice recording systems and would rather talk to a real person.
27. They are impatient and don’t like waiting 10 minutes on the phone for “the next available representative”.
28. They like to re-invent our menu.

Some days you think another line of work would be preferable.

The problem is you can’t avoid customers and their complications.

Gotta figure out how to live with these unpredictable and demanding folks since we can’t live without ‘em.

What’s your “gotta live with ‘em” strategy?


BE DiFFERENT or be dead Book Series

Other articles you might like…

8 actions marketing leaders can take to stand out
Are you a survivor leader?
3 tips for leaving your customers “breathless”
Can you say your company is the one and only?
The Magic Question
Promise nothing if you can’t execute