I felt as though I was rushing the castle, jumping the moat and scaling the massive walls amidst flying arrows and boiling oil in an attempt to get to the fair maiden trapped in the tower.
I had to call an airline "customer service" line last night for our upcoming trip to Turkey, and found myself battling endless loops of automated responses, setting up digital voice ID's for my account, verifying passwords, giving up and returning no less than three different times. By the time I did figure out how to get behind the barricades and speak to a real live person, she was so very kind and helpful, eager to assist however she could, and it was a surprisingly positive experience.
Why they have to make it so difficult for me to get to that positive experience is beyond me. Had this not been a necessary question I needed answered, I would have long given up on trying to get through the barriers, and would never have had the positive part of the experience.
In your business, are there barricades that your customers have to surpass before they get the positive experience you work so hard to provide?
JCI Ireland National Convention Training Sessions
About 40 young entrepreneurs from 5 different countries participated in the Birdhouse Business and Assembling Success in Cork, Ireland on October 13th. This was the first time every single team actually completed a birdhouse! Thanks to everyone for their participation!
Gather in Glasgow Training Sessions
JCI Glasgow training event
Members and guests of JCI Glasgow joined us on October 10th for an evening of interactive training. This was our first training to a non-North American audience, and it was a great experience for us to see the subtle cultural differences come out in the discussions. The group did the Target Market Game, Assembling Success, and Elevator Pitch. Thanks to all those who attended after a busy workday!
Being Exceptional Escaped Them!
We began our long journey home yesterday from the Scotland/Ireland leg of the Trucker Management World Tour (pictures from all training sessions to be posted over this week!), with the airline we were flying with from Cork to Edinburgh missing a chance to be exceptional and create cheerleaders for themselves in us.
When I checked in, I was informed that my bags were over the weight limit, which I expected due to the training supplies and books we were carting around, but for which I was forgiven by the same airline on the initial trip down two days prior. The check-in person quickly wrote out a slip and curtly sent me over to the excess baggage counter, where I was billed 105 Euros - about $140 CAD. Fair enough - they have their rules for good reason, and I "got away" with one on the way down anyway, so no reason to complain.
But when we boarded the plane, and discovered that the flight was less than one-quarter full, I was angered by the fact that I was still charged this when in fact I was helping the flight by having overweight bags (they actually had those of us in the first ten rows stay seated while the others departed to keep the plane steady, since there wasn't enough baggage weight!).
Anyway, fair is fair - I broke their rules, and so have no right to feel upset from being made to pay as a result. But, the airline missed a great chance to be exceptional in their customer service and turn me into a cheerleader shouting their praises to everyone I come across by not charging it to me, especially given the status of the flight.
Are you seizing every opportunity to create cheerleaders for your business?
(PS. redemption for the Glasgow airport after our unfortunate "left baggage" incident there on Friday (see "Slainte from Ireland" post) - the airline there didn't charge me the excess baggage charge either for the final flight home, where I was even more over the limits!!)
When I checked in, I was informed that my bags were over the weight limit, which I expected due to the training supplies and books we were carting around, but for which I was forgiven by the same airline on the initial trip down two days prior. The check-in person quickly wrote out a slip and curtly sent me over to the excess baggage counter, where I was billed 105 Euros - about $140 CAD. Fair enough - they have their rules for good reason, and I "got away" with one on the way down anyway, so no reason to complain.
But when we boarded the plane, and discovered that the flight was less than one-quarter full, I was angered by the fact that I was still charged this when in fact I was helping the flight by having overweight bags (they actually had those of us in the first ten rows stay seated while the others departed to keep the plane steady, since there wasn't enough baggage weight!).
Anyway, fair is fair - I broke their rules, and so have no right to feel upset from being made to pay as a result. But, the airline missed a great chance to be exceptional in their customer service and turn me into a cheerleader shouting their praises to everyone I come across by not charging it to me, especially given the status of the flight.
Are you seizing every opportunity to create cheerleaders for your business?
(PS. redemption for the Glasgow airport after our unfortunate "left baggage" incident there on Friday (see "Slainte from Ireland" post) - the airline there didn't charge me the excess baggage charge either for the final flight home, where I was even more over the limits!!)
Slainte from Ireland!
The next leg of the Trucker Management World Tour brings us now to Cork, Ireland. We had a very enthusiastic group of about 40 young professionals at our training this morning - pictures to be posted very soon!
We have talked in previous posts about the "Hotel California Complex", where your last impression about a place or business is as important as the first, and no matter how good of an experience you had, it can all be overshadowed by one bad experience at the end. We experienced this yesterday in leaving Glasgow. Adding significant stress and trouble to our very gracious and understanding hosts, we raced off to the Glasgow airport before heading to Edinburgh for our flight, in an attempt to leave a few heavy bags behind for a few days until we return to Glasgow to fly home.
After a skillful exhibition of driving to get us there quickly, we raced inside, found the "left baggage" office, and headed inside. We were met with "Left baggage? We don't have any today - the machine is down.". End of story. No alternatives offered, no compassion shown. The automated payment machine was broken, and the airport had no contingency plan in place for something that should have an easy alternative. The courageous efforts of our hosts were all for nothing.
Fortunately, we had another option (stashing them in Edinburgh instead of Glasgow), but imagine if we didn't have another choice? Halfway around the world, and forced to carry heavy luggage about to places we didn't need it.
Fortunately, Glasgow has one more chance to make it up to us (the rest of our experiences there have been fantastic) when we return to head home. In your business, you won't always get a second chance to make a last impression, so make sure they are all positive ones!
We have talked in previous posts about the "Hotel California Complex", where your last impression about a place or business is as important as the first, and no matter how good of an experience you had, it can all be overshadowed by one bad experience at the end. We experienced this yesterday in leaving Glasgow. Adding significant stress and trouble to our very gracious and understanding hosts, we raced off to the Glasgow airport before heading to Edinburgh for our flight, in an attempt to leave a few heavy bags behind for a few days until we return to Glasgow to fly home.
After a skillful exhibition of driving to get us there quickly, we raced inside, found the "left baggage" office, and headed inside. We were met with "Left baggage? We don't have any today - the machine is down.". End of story. No alternatives offered, no compassion shown. The automated payment machine was broken, and the airport had no contingency plan in place for something that should have an easy alternative. The courageous efforts of our hosts were all for nothing.
Fortunately, we had another option (stashing them in Edinburgh instead of Glasgow), but imagine if we didn't have another choice? Halfway around the world, and forced to carry heavy luggage about to places we didn't need it.
Fortunately, Glasgow has one more chance to make it up to us (the rest of our experiences there have been fantastic) when we return to head home. In your business, you won't always get a second chance to make a last impression, so make sure they are all positive ones!
Aye! We're in Scotland!
We arrived in Glasgow this morning for our whirlwind tour. It was a pretty smooth trip but I almost felt inclined (or inspired maybe) to give a copy of Trucker Management to the parents sitting in front of us that had a screaming 2 year old with them. Some of you maybe wondering how parents could benefit from a small business book? Contingency Planning 101! I got the impression that they thought their little girl would sleep the whole way since it was the red-eye flight, so they didn't pack any toys, books or very many snacks (as far as I could tell anyway because I never saw any). My experience as a parent of a 3 1/2 year old has taught me, hope for the best but plan for the worst. Snacks, diapers, toys, music, movies, bribes, a grandma to help. Pack anything and everything you possible can fit in a carry-on for your sake and the sake of the other passengers! I'm not sure who is worse off, the parents that can now nap with their very tired 2 year old, or us embarking on a new leg of the world tour!
Over the next 4 days we will be doing 4 small business events. It should be a busy week so keep visiting our blog for stories and pictures. On the weekend we head to Ireland for more training. The world tour is in full motion now!
Over the next 4 days we will be doing 4 small business events. It should be a busy week so keep visiting our blog for stories and pictures. On the weekend we head to Ireland for more training. The world tour is in full motion now!
Franchise Frustrations
Even the biggest global franchises, ones you would expect to have systems and training so thorough and established as to prevent them, are still prone to making some of the most common mistakes in business related to lack of attention.
All of the ideas and tools in Trucker Management boil back down to one basic notion - in your business, you always need to be paying attention. To everything. The ideas and tools we offer can help make that a little easier for you, and this past week I saw not one but two franchises, even with all the resources they have at their disposal, be guilty of letting their guard down. (hmmm....I smell a couple of potential book sales!)
The first was on what for me was a rare foray into a large department store. I was shocked that, even with dedicated staff people standing nearby whose sole job is to greet people entering, the area where the shopping carts were stored was absolutely overrun by litter!! There was so much that it couldn't possibly have accumulated in the past hour or two, likely not even in that day alone! The discarded bags, cups, newspapers (where all this stuff came from, I don't know - it wasn't stuff for sale in the store!) made it difficult to even get a cart out of the paddock.
Then, tonight on the way home, I passed a fast food place whose sign outside was advertising the return of a special item. But, it read "There back!", instead of "They're back!" Incorrect grammar on signs is definitely one of my pet peeves - to me there is no greater indication that those running the business are not paying attention.
Take a quick look around your business - are you being better than these franchises??
All of the ideas and tools in Trucker Management boil back down to one basic notion - in your business, you always need to be paying attention. To everything. The ideas and tools we offer can help make that a little easier for you, and this past week I saw not one but two franchises, even with all the resources they have at their disposal, be guilty of letting their guard down. (hmmm....I smell a couple of potential book sales!)
The first was on what for me was a rare foray into a large department store. I was shocked that, even with dedicated staff people standing nearby whose sole job is to greet people entering, the area where the shopping carts were stored was absolutely overrun by litter!! There was so much that it couldn't possibly have accumulated in the past hour or two, likely not even in that day alone! The discarded bags, cups, newspapers (where all this stuff came from, I don't know - it wasn't stuff for sale in the store!) made it difficult to even get a cart out of the paddock.
Then, tonight on the way home, I passed a fast food place whose sign outside was advertising the return of a special item. But, it read "There back!", instead of "They're back!" Incorrect grammar on signs is definitely one of my pet peeves - to me there is no greater indication that those running the business are not paying attention.
Take a quick look around your business - are you being better than these franchises??
The Official Trucker Management Book Launch Event
Everyone's invited (but you do need to RSVP please) to our official book launch on October 23. There will be some free munchies, a game or two to showoff the book and of course signed copies of the book will be available for sale.
Launch Details:
Tuesday, October 23rd
5:00-7:00pm
Tango (331 King Street East)
Kingston, ON
Free munchies, Cash Bar
RSVP: info@truckermanagement.com
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