Tuesday, July 22, 2008

The World is Officially Upside Down

Okay... not my usual post, but I had to comment on a "news" item that I just came across on DrudgeReport.com. Apparently, there is this rapper, "Rick Ross" who has recently been caught in a lie and lost his "cred" (credibility for those of us who still speak some form of English). Why is his audience up in arms? Was he caught in some perversion or illegal activity? No, apparently, "Rick" (real name - William Roberts) once made the unforgivable mistake of working an honest and worthwhile job as a correctional officer for 18 months.

Sad but true my friends. There is a subculture that values rebellion, anarchy and lawlessness. They are preaching their message of hate and destruction through their music. Many parents may not even be aware of the messages their kids are exposed to or they may not be concerned because little "Sally" or "Johnny" still gets A's and doesn't have any tattoos. It's a slippery slope though.  You and I both know that what we fill our minds with WILL eventually manifest itself in attitude and action.

For me, not only is this a "wake up call" to examine what I'm exposing my kids to, but myself as well. No, I'm not a closet rapper, but am I reading too much "news" and not enough of The Bible or other inspirational works? Am I spending more time with "go-nowhere complainers" or with friends who will challenge me to live up to my potential? The actions we take tomorrow are a result of the things we fill our minds with today.  Let's all choose wisely!

You're the best,
Thom

Friday, July 18, 2008

Kudos to Sprint

It's not often that I compliment big companies on their advertising, but I have to give Kudos to Sprint. In my opinion, their new campaign for its Instinct phone is nothing short of brilliant. First check it out and then I'll let you know why I believe it will be successful.



Pretty funny huh? It manages to successfully deliver on the AIDA formula:

1) It grabs ATTENTION whether viewed online or on TV.
2) For those with iPhone envy, it develops INTEREST by showing the screen of the phone with similar touch type controls.
3) By using an "edgy" style and fun, hip tie-in to the internet and social media, it creates DESIRE in those looking for an iPhone alternative other than the Blackberry.
4) AND, will wonders never cease? An actual call to ACTION in a mass media television commercial? Be still my heart!

Seriously, I'm an iPhone guy so they have no chance at my business. However, there are tons of people out there who are on a Sprint contract that want an iPhone-like solution. There are also a ton of people who won't get an iPhone even if they secretly want to - just because they don't identify with the brand. This approach and message will resonate with both these groups and increase overall awareness of and acceptance of this phone in the market - so people who buy the Instinct will gain the social status of having one of the latest and greatest phones.

And, of course, their integration of offline and online advertising with new media and social networking is an unbelievably powerful combination. The only thing that would make it better in my mind is to set up a video station with Flip recorders at every Sprint store so that someone who buys an Instinct can immediately record their own "blatant product placement" or testimonial commercials and upload to YouTube on the spot.

That's it for now.

Be Blessed,
Thom




Thursday, July 17, 2008

Time to Adjust the Sails

I'm back from North Carolina with the family... totally charged up and ready to plough through the rest of 2008 with a joyful fury!  ;-)

During my two weeks away, and the subsequent few days I've been home, I've noticed a dramatic shift in the mood of even my most optimistic friends and a generally dour outlook from strangers I've met. Between the erratic economic indicators, some very real issues in the banking/mortgage sector and the culmination of an almost endless multi-year campaign by the media to assure us that we're heading into economic crisis, it appears that the mass psychosis has taken hold. So now, what has been conceived in the minds of the masses is actually manifesting in very real situations. Even those of us who haven't had to sell real estate or stocks feel the pinch at the gas station and grocery store and many businesses are getting into survival mode.

If you're feeling a bit anxious about the economy and how it will effect you, I'll offer these simple thoughts.

1st - Remember - our journey in business and in life is NOT a like a train on a track. I've never seen a business fully execute according to plan. They often hit or surpass their goals, but seldom, if ever, in the neat and tidy way they were envisioned in the plan. No, our journey is much more like an oceanic sailing adventure. 

We determine the destination we are wanting to reach and the timeframe in which we want to reach it. We chart the course and we set sail. Then, all bets are off. Winds change direction and storms unexpectedly roll in. Our job is simply to control our own responses and adjust the sails and steer the ship to compensate for the outside forces that come our way. As the Bible puts it .. "In his heart a man plans his way, but the Lord determines his steps."

In a time of shifting economic conditions, it's time for us to remember that we have no control over the outside forces. So, we can either waste our time cursing the winds or we can adjust to take advantage of them in a way that we perhaps hadn't thought of before.

The Chinese symbol for Danger is the same as the one for Opportunity. You will only be able to recognize and take advantage of the current opportunities that are emerging if you are asking yourself quality questions like "Who is making money now that might not have been a few months ago?" and "What can I do right now to profit while others are living in fear?" In a time of dramatic shift, those who keep their heads on straight and their focus on their goals, will adjust the sails instead of dropping anchor. They will use the same force that grounds other vessels to propel further and faster along their course of success.

2nd - Don't lose your joy and zest for life! The Bible says, "The joy of the Lord is my strength." So, no joy, no strength to overcome ... to be buoyant and rise above situations.

Even if you've taken a big hit, put it all in perspective and remember what and who you value ... what really makes your life rich and rewarding. Money most definitely makes life easier, but nothing and no one can take away the true richness and rewards that reside in the heart of someone who is "living out loud" the way God has wired them to be and according to the values that they have in their hearts.

Times like these offer a fresh start. They cause us to get out our maps and dust off our compasses and evaluate where we're at and make the adjustments necessary to stay on course, or in many cases, get back on course... in all areas of our lives ... spiritual, relational and professional.

If you're one that perhaps has drifted way off course take heart. Thank God for the threatening storms that made you take notice. Be at peace with where you're at (it is what it is and you can't change it) and use the knowledge you've gained from experiences that landed you where you are to propel you forward.

I'll end with a few You Tube music videos. For me, music can touch my heart and lift and direct my spirits in a way that mere words cannot. So, hopefully, these clips will resonate with you as well.

This one is by Point of Grace - great song to remember to play full out!


Here's Unwritten by Natasha Bedingfield to remind you that you are writing your story every day and you can make it what you want it to be.


Finally, Vivere (Dare to Live) by Andrea Bocelli and Laura Pausini



Hope you enjoy them and experience renewal.

Be buoyant and get excited about what lies ahead.  I believe in you!

All the Best,
Thom




Monday, July 07, 2008

Could I be replaced by a machine?

So my parents are all moved into their new apartment at an assisted living facility in Hendersonville, NC. Jody and the kids and I came up to spend some time with them and my siblings, brother-in-law and nieces.

Beyond all the emotional challenges that this move has presented to my folks, there are also some very practical challenges of moving from a large, 2 story home into a more manageable 3 bedroom apartment ... the biggest of which is storage.

My brother David and I decided to take advantage of my being there by installing some shelving in their closets to help them maximize the space. So, off we went to the local Lowes to pick up supplies where we experienced what my business partner, Bob Burg, and I have termed "Anti-Wow' customer service.

First, though we were passed by MANY Lowes employees as we combed the aisles in search of the shelving units, not a single one even acknowledged our presence, let alone asked us if we were finding everything we needed.

Then, when we did find the particular set of modular shelving units that we were seeking, they were out of stock on the shelves we could reach (certainly not their fault), but fortunately, there were more boxes of them available on the top shelf of the  warehouse-like aisle. Immediately, I attempted to flag down an employee who could help us locate the person who could retrieve the product we needed only to be literally waived off as if I were attempting to hail a cab in front of Carnegie Hall after a show. This rather odd customer service technique was displayed by not just one, but two employees who, by all indications, were on duty and fully capable of speech (though perhaps not rational thought).

Okay, so I'm certainly not going to let a little customer service glitch foil my efforts to help my parents out. Next step ... I'm off to the Customer Service desk where, after over a minute of waiting with no one else in line, the customer service representative was nice enough to break off her conversation with a fellow employee about the concoctions they drank at their 4th of July party, so I could ask her to please send someone to our aisle to retrieve the boxes from the top shelf. She immediately hopped on the PA system to send the message. So, I returned to the aisle to wait ... and wait .... and wait ... for OVER 20 minutes - with still no sign of anyone who was going to help us and with employees passing us by right and left.

If I were there alone, I would have driven to the Home Depot 2 blocks away after only about 10 minutes of waiting. However, I did have my older brother there so we were able to take advantage of the time and catch up on the happenings in each others' lives (though both of us would probably have preferred the conversation over a glass of wine back home or a Cider and darts at a local watering hole.)

But alas, here we are still waiting and wondering if anyone even heard the announcement that the customer service representative had made. Back again I went to the customer service counter as I asked her once again to help me. Put out, our once-friendly representative reminded me that she had already honored my request once before. But, since I was still without the product I was so desperately attempting to purchase, she reluctantly agreed to issue the dictum one more time.

9 minutes and 22 seconds later (I'm now very conscious of the time), an employee comes to retrieve the boxes from the top shelf (which took him 37 seconds total).

Ahhhh, now it's off to the checkout where we are faced with the decision of going to a checkout line with a real live cashier and only one person in line before us, or go to the self-checkout station where there are 2 people at each of the 4 machines. You guessed it - we went for the machine. It was quicker and in my imagination (based on my experience there that day) probably friendlier as well. 

My point? Well, it comes down to the value-added benefit of service. Those employees at that particular Lowes store added virtually nothing to the sales experience and when they did actually perform their job, it was with great reluctance and poor attitude. Rather than be driven to deliver such a high level of customer service that they could not possibly be replaced by a machine, they seemed almost hell-bent on hastening the process of their demise.

After experiencing the let down of their real customer service that day, I opted to checkout with a machine. And, you'd better believe that if I heard of a store that had mechanically rotating shelves so that I could move the top shelf down myself, I'd be bringing my business there... bing, bang, boom - I'm empowered and former employees are looking for work (and likely blaming the big "heartless corporations" for putting profits above people).

However, don't take this as a rant against certain parts of the retail sector. Frankly, there are some companies as a whole and individual employees that are so good at delivering service which does in fact add value, that I wouldn't consider going to their competitor - even for a lower price.

So the question we all need to pose ourselves is this ... Are there any areas of our customer service where we are resting on our laurels ... that we take advantage of the competitive benefits of our primary service or our products and are falling short on cultivating relationships where people LIKE doing business with us?

If you sell nutritional supplements, could the customer just as easily buy them through the company directly and not miss a thing with you removed from the equation? If you're a CPA, could a hot new computer program with super new fuzzy logic (like a "Quicken on steroids") make you look replace-able? For me, if someone developed a fuzzy logic marketing plan builder that reveals hidden assets and provides a plan to maximize them, is there anything I bring to the table above and beyond the pure and simple intellectual output that would compel someone to do business with me? Could I be replaced by a machine?

Food for thought .... 

All the Best,
Thom