The Worst Question a Salesperson Can Ask - Matthew Dixon and Brent Adamson - Harvard Business Review
Feel free to share your thoughts or feedback on this posting under the comments column
Saturday, October 8, 2011
Thursday, October 6, 2011
The Steve that I understood
To me he was a lot more. He was the best showman of our time. His method of presentation was a game changer. It set the standard for modern presentations.
He was indeed the Michael Angelo of our time. He was also the Edison of our time. Probably the only man ever to combine both the left and the right hemispheres of the brain to that extent!
The tenacity in which he pursued his passion has in it's own right created an impact around the world unlike any politician of our time. It was he who was instrumental in the concept of "designed in California and assembled in China". Todate they have a very successful model for this new world order.
Many say he defied marketing principles. He was famous for saying that consumers do not know what they want. Contrary to the popular belief he was indeed inline with the basic principles of marketing. He was probably the only person who could see, envision and anticipate so many game changing products. No doubt he was the best contemporary marketeer!
However his greatest legacy is none of the products he helped invent but probably the greatest institution of our time. Many feel with demise of Jobs Apple will be doomed. However the greatest second act of the history of modern business was all about creating an organization that could think 'Steve Jobs'. He was instrumental in putting together an all star executive team. As an avid Apple follower we know that he put together several initiatives to institutionalize the Apple way of thinking for future generations of Apple employees.
As always the real test for Apple as an organization will come after 4-5 years when the current lineup of products will see the daylight.
Steve's ultimate success could be measured on the success of variety of products they might launch 5-6 years down the line. Time will tell. Till then we wait.
Goodbye Steve. We'll surely miss you!
(Picture : courtesy of www.wired.com)
Friday, September 30, 2011
Droping the ball at the most crucial time
You choose a bank for variety of reasons. You become a member of their proviledged banking service with certain expectations. Organizations use marketing communications to reinforce the product positioning in the minds of their target audience. When you are dealing with one of the largest in the world, you expect certain base minimums.
Here's the context. They call themselves the world's local bank! You deal with them thinking that they could offer certain benefits that other local private banks cannot offer because of their own netwrok and reach especially overseas.
My requirement was simple. I wanted to withdraw certain amount of money exceeding the daily withdrawal limit on the ATM network of the said bank. So I spoke to the Sri Lankan call center which confirmed to me as a special case I could walk in to any local branch of the said banking network and make a request and they would verify my credentials and other formalities with the Sri Lankan branch and honour the transaction.
However I was in for a shok the next day as I walked in to their local branch! So called Customer Support Executive aftermaking me seated for 15 minutes simply said that I cannot withdraw money over the counter. I requested that I be taken to the manager in charge since it is a special request. The guy simply said that If he cannot solve my issue the manager cannot do either! He even refused to take me to another senior officer! Talking of attitude !
Then I made a call to the Sri Lankan call center of the said bank and expalined my plight. After asking several questions and keeping me on hold for over 13 minutes I simply gave up on the call. But the best part is after knwoing my plight and knowing that I was stranded in a foreign country and also having my raoming contact details the call center simply did not bother to call back.
I have made a formal complaint on the matter, lets see how they respond this.
What's the point if they cannot serve you when you need them most!
Feel free to share your thoughts or feedback on this posting under the comments column
Here's the context. They call themselves the world's local bank! You deal with them thinking that they could offer certain benefits that other local private banks cannot offer because of their own netwrok and reach especially overseas.
My requirement was simple. I wanted to withdraw certain amount of money exceeding the daily withdrawal limit on the ATM network of the said bank. So I spoke to the Sri Lankan call center which confirmed to me as a special case I could walk in to any local branch of the said banking network and make a request and they would verify my credentials and other formalities with the Sri Lankan branch and honour the transaction.
However I was in for a shok the next day as I walked in to their local branch! So called Customer Support Executive aftermaking me seated for 15 minutes simply said that I cannot withdraw money over the counter. I requested that I be taken to the manager in charge since it is a special request. The guy simply said that If he cannot solve my issue the manager cannot do either! He even refused to take me to another senior officer! Talking of attitude !
Then I made a call to the Sri Lankan call center of the said bank and expalined my plight. After asking several questions and keeping me on hold for over 13 minutes I simply gave up on the call. But the best part is after knwoing my plight and knowing that I was stranded in a foreign country and also having my raoming contact details the call center simply did not bother to call back.
I have made a formal complaint on the matter, lets see how they respond this.
What's the point if they cannot serve you when you need them most!
Feel free to share your thoughts or feedback on this posting under the comments column
Sunday, July 17, 2011
Not knowingly losing customers
Probably retail is the industry which has the highest frequency of repeat business and also the one of the highest level of interaction with consumers. In retail, supermarkets focus on two things, basket value and footfall. You improve which ever the variable and you'll improve top line. Product availability is a key for the success of any supermarket because of it's impact on basket size and customer satisfaction.
Since of late I've come to realize that a supermarket outlet that I frequently use to visit is increasingly running out some of the items that I would shop for on weekly/monthly basis. While these items might not the basic essentials they would fall in to the category of items you would look for in your weekly shopping trips.
Here's the consequence. After lack of various products for the past several months I have started to go for competition outlets which I have not done for a long long time. I would call myself a loyal customer of the previous chain. However loyalty is bound to have limits. Running out of products, let alone essentials occasionally is not an issue. But when you come across situations where product unavailability on regular basis you would look else where.
The other danger is that organizations even will not know the parting customers or the reasons for it. There we two others that I know personally who have moved to other chains from the same chain of supermarkets I am referring to. However they have made no attempt to even leave any kind of feedback. I generally do make it a point to provide feedback. Because I believe in brands that I shop with, be it food, clothes etc. But when you don't see much happening after serveal feedback sessions you give up.
Well my current supermarket has lost it's weekly big basket customer in me, but I will use the place for my top ups. With top ups at roughly 10% of the basket value it's quite obvious the wallet share loss. May be I'm the exception. I only know two other people who have abandon the chain under similar circumstances. Interestingly the initial switch happened not because the competition was significantly better(at least we were not prompted to think that way), but because of the bd 'experience'.
Best part is that no body in the organization knows that they've lost a customer!
Feel free to share your thoughts or feedback on this posting under the comments column
Since of late I've come to realize that a supermarket outlet that I frequently use to visit is increasingly running out some of the items that I would shop for on weekly/monthly basis. While these items might not the basic essentials they would fall in to the category of items you would look for in your weekly shopping trips.
Here's the consequence. After lack of various products for the past several months I have started to go for competition outlets which I have not done for a long long time. I would call myself a loyal customer of the previous chain. However loyalty is bound to have limits. Running out of products, let alone essentials occasionally is not an issue. But when you come across situations where product unavailability on regular basis you would look else where.
The other danger is that organizations even will not know the parting customers or the reasons for it. There we two others that I know personally who have moved to other chains from the same chain of supermarkets I am referring to. However they have made no attempt to even leave any kind of feedback. I generally do make it a point to provide feedback. Because I believe in brands that I shop with, be it food, clothes etc. But when you don't see much happening after serveal feedback sessions you give up.
Well my current supermarket has lost it's weekly big basket customer in me, but I will use the place for my top ups. With top ups at roughly 10% of the basket value it's quite obvious the wallet share loss. May be I'm the exception. I only know two other people who have abandon the chain under similar circumstances. Interestingly the initial switch happened not because the competition was significantly better(at least we were not prompted to think that way), but because of the bd 'experience'.
Best part is that no body in the organization knows that they've lost a customer!
Feel free to share your thoughts or feedback on this posting under the comments column
Service Recovery - Traders Maldives Way
In one of my previous posting I wrote about bad service at Traders Hotel Male'.
http://www.dassaonline.com/2011/03/management-blindness-and-loosing.html
Upon my return I provided on line feedback on the incident and revved a personalized note from the GM herself assuring me of better service and non recurrence of similar experiences with a request to keep her posted with my next travel plans to Male'.
Couple of months later I did make another trip to Male and I certainly dropped a note to her about my travel.
As expected this time it was different. There were Traders personnel awaiting my arrival at the Male airport. Without any delay I was taken to their speed boat to be transferred to the hotel. At the hotel I was greeted by GM herself, Ester Marcaida who apologized for my precious experiences and assured me of best of service this time around. They gave me a sea view room which was also an upgrade to the usual deluxe rooms we take up. Staff were much more attentive and for all practical purposes they were at my service at the drop of an hat.
At the room there was this personal note from the GM.
All in all it was quite obvious that they've made a successful effort in recvoring from a service mishap. I suppose it was the initiative of the experience GM, Ester Marcaida which assured them over 15 room nights last time and probably a whole lot more as I have advised all my colleagues to stay at the same hotel.
Feel free to share your thoughts or feedback on this posting under the comment
http://www.dassaonline.com/2011/03/management-blindness-and-loosing.html
Upon my return I provided on line feedback on the incident and revved a personalized note from the GM herself assuring me of better service and non recurrence of similar experiences with a request to keep her posted with my next travel plans to Male'.
Couple of months later I did make another trip to Male and I certainly dropped a note to her about my travel.
As expected this time it was different. There were Traders personnel awaiting my arrival at the Male airport. Without any delay I was taken to their speed boat to be transferred to the hotel. At the hotel I was greeted by GM herself, Ester Marcaida who apologized for my precious experiences and assured me of best of service this time around. They gave me a sea view room which was also an upgrade to the usual deluxe rooms we take up. Staff were much more attentive and for all practical purposes they were at my service at the drop of an hat.
At the room there was this personal note from the GM.
All in all it was quite obvious that they've made a successful effort in recvoring from a service mishap. I suppose it was the initiative of the experience GM, Ester Marcaida which assured them over 15 room nights last time and probably a whole lot more as I have advised all my colleagues to stay at the same hotel.
Feel free to share your thoughts or feedback on this posting under the comment
Saturday, July 16, 2011
Making the most of the situational leadership opportunities
Some gain leadership positions by context. While they may not be the appointed leader, given the circumstances and their technical competencies it creates a scenario for them to assume leadership roles.
However these moments could be an acid test for their true mettle as a leader. Those who observe them will watch them closely to evaluate the softer aspect of their leadership style which is so crucial for the longterm assignment of the leadership roles.
Such individuals would do well for themselves if they consciously step out of their obsession on technical competency focus. While technical competency is crucial the leadership in the longer term is really about bringing out the best in others and providing direction, which is much easier said than done.
So if you are assuming a situational leadership role be conscious about the true aspects of leadership as well.
However these moments could be an acid test for their true mettle as a leader. Those who observe them will watch them closely to evaluate the softer aspect of their leadership style which is so crucial for the longterm assignment of the leadership roles.
Such individuals would do well for themselves if they consciously step out of their obsession on technical competency focus. While technical competency is crucial the leadership in the longer term is really about bringing out the best in others and providing direction, which is much easier said than done.
So if you are assuming a situational leadership role be conscious about the true aspects of leadership as well.
Friday, June 17, 2011
Leadership - You have to earn it
How careful and thoughtful one should be when taking over a team for the first time?
Simple answer is plenty.
The level of thinking needs to be much greater if the manager comes from an individual contributor background previously.
While every manager wants to stamp their authority and mark in the team they need to be very careful in the manner they go about it. Initial interactions are the most critical. If you mess it up initially it is indeed an uphill task recover from that point onwards.
One needs to be extremely careful in understanding the EXISTING team dynamics prior to making any changes necessary. While changes could be an absolute must in line with new leadership thinking, one needs to get their subordinates buy in to that thinking. A subscribed approach is always good if there are strong existing team dynamics while prescribe or stick approach is also appropriate if the leader has clear set of deliverables. Eitherway communication and regular communication becomes paramount in that regard.
Even with the stick approach it is advisable that the leader depending on the capacity should have one to one chats with the subordinates where (s)he should understand there expectations out of him and also his expectations for each individual. Many forget to spend quality time in this regard and most of the time those who do it fail to do it sincerely.
It's paramount that one understands that a leader's success is as good as the success of his/her team!
Feel free to share your thoughts or feedback on this posting under the comments column
Simple answer is plenty.
The level of thinking needs to be much greater if the manager comes from an individual contributor background previously.
While every manager wants to stamp their authority and mark in the team they need to be very careful in the manner they go about it. Initial interactions are the most critical. If you mess it up initially it is indeed an uphill task recover from that point onwards.
One needs to be extremely careful in understanding the EXISTING team dynamics prior to making any changes necessary. While changes could be an absolute must in line with new leadership thinking, one needs to get their subordinates buy in to that thinking. A subscribed approach is always good if there are strong existing team dynamics while prescribe or stick approach is also appropriate if the leader has clear set of deliverables. Eitherway communication and regular communication becomes paramount in that regard.
Even with the stick approach it is advisable that the leader depending on the capacity should have one to one chats with the subordinates where (s)he should understand there expectations out of him and also his expectations for each individual. Many forget to spend quality time in this regard and most of the time those who do it fail to do it sincerely.
It's paramount that one understands that a leader's success is as good as the success of his/her team!
Feel free to share your thoughts or feedback on this posting under the comments column
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