Yearly Archives: 2012

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A Contemporary Take on the Christmas Story

This is a bit of a traditional Christmas post. The tune has changed over the years but the words have been in my family for some time, even passing down to the next generation now. I hope you enjoy.

 

A number (OK, a pretty large number) of years ago my brothers and I were asked to “put together a rap” for a Christmas program at church. We decided we’d try to stay as true to the text as possible, obviously taking some poetic license as you’ll see, so for grins you might want to open your Bibles to Luke chapter 2.

OK folks I’m gonna take a shot
I’m gonna tell you what it is and what is not
We’re gonna take a little trip back in time
To when the Roman Empire was in its prime

Now in this days there went out a decree
Telling everybody where they had to be
The Roman emperor Cesar was on people’s backs
And wanted to be sure that everyone was taxed
And so in order to be counted everybody had to come
Unto the city that their ancestors were from

A Galilean named Joseph from Nazareth
Went to Judea to the city of David Beth-
lahem was the place that he had to sign
Because he was a descendant of David’s line
And he took with him his wife to be
And you know that her name was Mary

Now Mary was a virgin but she was with child
A lot of people today think that that sounds wild
But it was not strange bizarre or odd
She was the chosen human mother of the son of God

But getting back to the story of Joseph and Mare
They went to Bethlehem and when they got there
You know it seemed that Mary’s time had come
And that then and there she’s gonna have a son
But since the inn was full they had no place to stay
so she laid the baby Jesus down in the hay

Now in that region watching over their flocks
There were some shepherds in the fields eating bagels and lox
When a glorious angel of the Lord appeared
And as the glory shone around them they were filled with fear

“Be not afraid for I bring good news”
“Of great joy to all people both Gentiles and Jews”
“For unto you is born today in Bethlehem”
“The savior Christ the Lord”, the angel said to them
“And this to you shall be a sign”
“that the baby you might more easily find”
“He shall be laying in a manger in swaddling clothes”
The shepherds looked around and said, “what are those?”
And then suddenly and amazing thing
A multitude of angels began to sing

They “appeared to the shepherds in the sky
Singing glory to god in the highest
And on earth peace among men
Because the Lord most High is pleased with them”

Now when the angels had finished the shepherds turned
They went to Bethlehem because of what they learned
And I think you’re gonna know just what I mean
When I say that this was the nativity scene
It was the Bethlehem stable where the shepherds went
Along with three wise men from the orient
The three kings had brought frankincense and myrrh
And I’m not really sure what those things were
But that’s really not important but neither is
Santa Clause Rudolph and all that biz

The real deal of Christmas is that it shows
God’s love for us because he chose
To send to us his only son
To make salvation possible for everyone

Hope you enjoyed it. Merry Christmas!

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What Would You Do IF…?

What would you do today if the world were really ending tomorrow?

It’s probably a good thing the Mayans are no longer around. I think they’d feel quite mocked, although I am certain their capital would be surrounded by press trucks, their leading elders would all be fielding interview questions, and their cultural norms would be the subject of much scrutiny.

While there are a few folks who seem to be hedging their bets I haven’t had anyone offer up their cars, homes or credit cards for me to use here in the last 24 hours. So I think it is safe to say most of us don’t believe.

But what if it were all coming to an end tomorrow?

Is there a food you have always wanted to try?

Is there a movie you’ve wanted to see?

Is there one last Angry Birds achievement to beat?

Is there a boss you’ve wanted badly to tell off?

Is there one last beer to drink in order to finish the Old Chicago World Beer Tour?

Is there someone you’ve always wanted to kiss?

Is there someplace you’ve always wanted to travel?

Is there a flight that gets there today?

Is there someone in your life who needs to know how much you really love them?

Is there someone who you need to share your faith with one last time?

Is there someone from whom you need to ask forgiveness?

Is there someone you need to forgive?

Maybe the gift of the Mayans is not the knowledge that the calendar ends. Maybe the gift of the Mayans is a reminder that we should live our lives as though tomorrow IS the end of the world. Maybe the novel idea of living with daily intentionality, with fatalistic purpose, or with a sense of urgency is one worth considering.

If today were truly the end of days then what would each of us do?
Would we drink and dance, confess our love, or go one last time to the zoo?
Would we take a risk?
Would we roll the dice?
Would we bury our heads ‘neath the sheets?
What would YOU do given 24 hours to be sure that your life was complete

What are you going to do with your last day?

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Bonefish Grill and The Importance of Being MORE than Earnest

Back in February I posted a comparison between two, quite different, customer experiences: Mike’s Camera vs Bonefish Grill.

For those who’ve not seen it the post tells the story of how each company messed up a reservation and how they handled it. It describes how Bonefish Grill had been a family favorite of ours but that they had so badly goofed on a Mother’s Day reservation that we probably would never go back.

Well, I’m here to say we finally gave them another chance. I’d received an email promotion for a steak and lobster meal that sounded too good to pass up so, against my better judgement, and swayed by memories of good meals, we decided to give them another shot.

The evening started off fine, we were seated quickly, and promptly served drinks. Then things started to slip a little.

We were told that they were out of one of the items on the specials menu and that the pork chops were gone as well. No worries, neither item had been on our radar. Moments later we were told that they were also out of tilapia. I thought it was kind of odd that they’d be out of so many different items at 6:45 on Sunday with no wait. The big issues now though was that the global tilapia shortage meant there were three or four additional items that were out of play and those items WERE on our radar.

As the server left to give us a chance to reassess our orders I leaned across the table and said, “If they’re out of the special I’m thinking we just leave.”

When the server came back to take our order she apologized for the tilpia scarcity and offered free desserts, on them, to make up for it. “Ok,” I thought, “At least they’re trying and they’re landing in the sweet spot for customer service so…good on ’em.”

To make a long story short…

The special was great, and in stock. The other meals were up to snuff, our expectations for good food exceedingly well met. Our drinks were kept full. All in all an earnest effort by the staff even if we’d been mildly put out by a certain level of snarkiness that would normally have been just on the outer edge of not quite good but barely acceptable.

Three desserts duly arrived and a short time later so did the check. Full charge for the post dinner dainties included.

Normally, with good food and good service we would merely have pointed out the mishap. But with a recent history of bad experience, snarky service, and a failed promise we’d had enough.

My children and I were all for writing “free dessert” in on the tip line on the bill but my wife is much nicer than we are so we tipped the staff somewhat below our normal standard and departed somewhat put out by the experience.

So what can be learned by the failure of a second chance?

1. You never know when a customer is giving you a second…or last…chance.
Because of that the level of service needs to be consistently high whether people are coming in for the first time or the last chance.

2. When circumstances conspire against you, up the game, for real.
Being out of goods isn’t the fault of the staff. But the ability to make it better IS in their control, or should be. When circumstances go bad you have to up the game not just with lip service but with over the top customer experience.

3. When you’ve lost a fan you’ve lost more than a sale.
Bonefish may or may not care if I ever come back. They can point to the fact that they swayed me back with an enticing promotional offer. Fair enough. What they have lost though is the fact that I no longer recommend them, something I used to do regularly and often.

Have you ever had a customer experience that took you from fan to ban like the one we just had last night?

 

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The NFL and an Interesting Revelation

Somewhere along the way I think I must have missed something. It seems to me, and maybe I am wrong, that I used to be able to choose between two NFL games in the Sunday morning slot and two in the afternoon slot.

Even with the advent of Sunday Night Football I thought I still had my pick of two in the morning and two in the afternoon.

What happened to my afternoon choice?

Perhaps it is different in different markets but here in Colorado we get one game in the afternoon and it seems like it is almost always either a Cowboys game or a Giants game. Unless of course the Broncos are playing in the afternoon then we get them…but only that one.

As I started pondering this woeful dearth of afternoon football watching options during the Giants dismantling of the Saints and was struck by a startling revelation.

The NFL doesn’t care if I have choices.

You see, in almost any business providing choices means more cost. It can, and typically does mean more revenue as well but it can double or triple costs often making the additional revenues less than worthy of consideration.

Providing choice means there will be people who DON’T watch one of the games. Providing NO choice means people watch what they’re given.

My simple analysis was completed in less time than it takes for a boy named Suh to come up with an excuse for kicking someone in the groin but it did land me on a new customer type: The Addict.

Whether or not you consider yourself a football , or more particularly an NFL addict the truth is the NFL considers their customers to be addicts and I’ll provide three pieces of supporting evidence.

1. Other leagues have failed
Remember the WFL or the USFL? Who could forget the XFL? All leagues that saw the potential for an expanded football market, all failed. Even college football has a different kind of following than the NFL.

Of course this lends support to the leagues assertion that their product is unique enough that they have a corner on the professional football market…and addict fans.

2. We’ll watch anything with our teams logo on it.
NO matter what the challenge, replacement teams in the 80’s, back up who aren’t ready to play, replacement coaches, replacement refs…as long as it is our squads logo we turn out to watch.

Maybe that’s another reason people don’t watch the pro bowl…wrong uniforms.

3. Teams that sell out, always sell out.
This indicates there is no shortage of backup customers to be had if the current pool of season tickets holders and regular buyers should all suddenly contract the plague.

This steady stream availability, probably more than anything, makes the NFL comfortable with measuring out the goodies to their addicted fans.

Now of course I’m mostly being facetious here. But there is a nugget of truth buried in the midst of this madness. If we can somehow find ways to control output and build a big enough customer pool it may be possible for ANY enterprise to develop addicted customers. Mange to do THAT and you’re on the gravy train.

What do you think are the key ingredients for building a customer base that is addicted to your product or service?

 

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A Christmas Blessing

Colored lights cast their warm glow both inside and out. The distinctive scent of pine bows, that Christmas tree smell, resurrects memories of childhood bringing a soft smile that reflects the warmth of the season.

Since I was about  5 or 6 I always find time to sit in the living room in silence, no lights showing anywhere other than those on the tree. In the hustle and bustle that can surround the season I like to take that time to slow down and rest.

In the spirit of those restful moments I wanted to share this video with you. Consider it my gift, my contribution to your moments of reflection.

The music is my own arrangement of my favorite Christmas carol. ( I discovered just how difficult it is to record a low D Irish whistle in Garage Band!)

My hope is that this humble offering will provide you a moment of rest and reflection in the midst of what can be a busy time of year.

Peace be with you.

 

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Black Friday: A Customer Experience Perspective

Madness. It’s all madness.

I do not normally enter into the fray on Black Friday (what color will they give Thursday now that they’re stretching the shopping hours backward into Thanksgiving?) but with Walmart less than 1000 yards from my backyard and half off a premier item on one of my kid’s Christmas lists we decided to give it a “dive in / dive out.”

This wasn’t my first time truth be told. In years past I have ventured out on Black Friday. I just think it has gotten substantially more insane in the last half decade.

There is a distinct difficulty in starting BF shopping hours while the store is already open. Supposedly the sale started at Walmart at 8:00. I was to the item location by 8:04, having seen literally hundreds of them in place in the case earlier in the day…they were all gone. In four minutes? Really? Somebody had to have broken the rules.

To make a long story short we found both the items we were after and we got in and out in about 30 minutes. But I believe I am forever scarred.

In my observation Black Friday is one very specific time of year when the retailers do not care about the customer AT ALL. They throw out a tantalizing array of loss leaders and teasers then stand back and watch the feeding frenzy.

  • You were fifth in line so you get that laptop? Sorry we only had three of that model.
  • You came in at 7:45 hoping to get positioned for the 8:00 start and the shelf was empty already? Yeah, people started grabbing them at 7:00 when we put them out.
  • You stood for 30 minutes in what looked like a queue for Mortal Death Match 19 for XBox 360 and someone just walked up and got one ahead of you? Sorry, we can’t control this size crowd.

The ultimate measure of success for Black Friday is sales, fair enough. But I sometimes wonder how many customers get really ticked off at some particular retailer who either couldn’t think crowd control or who went in with low inventory on all the big sale items and as a result decides not to shop there any more.

Of course they’re hoping that we’re SO consumption driven that we’ll overlook those things that bother us and keep coming back like Pavlov’s dog.

So what lessons can we learn from Black Friday retailers approach to customers?

1. You CAN compete on price alone.
Obviously I am big proponent of service. Price has to be competitive but there are studies that show that customers are willing to pay higher prices for better service. Of course in a 12 hour rushed frenzy you can’t serve people well, you just need to get out of the way right?

I suppose I’d argue that if you choose to compete on price alone don’t be surprised if your customers start thinking of you as a commodity, something I may need but will get along without if I can.

2. Volume is king.
It doesn’t matter how much one person buys if you get 10,000 to just come in the door. That’s the thought behind the loss leader approach, get a bunch of people in the door knowing they’ll buy more than just what they came looking to purchase. I suppose that approach works too if you are basing your approach to building a customer base on a couple or crazy, gimmicky events. Loyalty? Nah…overrated, right?

3. Customers CAN be fooled all the time.
retailers keep putting out the teasers and consumers keep running in, many reveling in the competitive edge they got  by grabbing items at 2:00 and waiting in tot store to pay the sale price at 8:00, other happy to have shoved their way to the front and grabbed the last Mortal Death Mach 19. The vast majority don’t get the one big thing they came looking to get but went away with a few other items on their list, happy to have saved money…and they’ll do it again.

And now please excuse me, I have some sarcasm still dribbling down my chin.

What are your thoughts on the madness of Black Friday?

 

 

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A Thanksgiving Dialogue

This is a bit of a traditional re-posting for Thanksgiving.

My wife and I first performed this piece in the early 90’s for a Thanksgiving Eve service at church. If you find it useful for a similar endeavor feel free to use it. Otherwise feel free to read, enjoy, and remember those things for which you are truly thankful.

‘Twas the eve of Thanksgiving

by Curtis O. Fletcher

Wife: ‘Twas the eve of Thanksgiving and all through the town
gentle breezes were blowing the snow falling down.
The turkey was thawing quite slowly, with care
because all the relatives soon would be there.

Husband: (interrupting with slight exasperation)
The uncles and aunts and the sisters and brothers
with husbands and wives and significant others.

Wife: (continuing)
While I for my kerchief was starting to search
because we were already quite late for church.

Husband: (with animation)
When out from the kitchen arose such a clatter
I sprang from the couch to see what was the matter.
I slipped on the floor and I fell with a crash,
My head landed in the dogs dish with a splash!
Then the water began in its merciless flow
To saturate coat shirt and trousers below…
Then my eyes saw the reason for what I had heard
Those idiot dogs were devouring the bird!!
They had gotten it down from the counter quite quick
It was hard to believe they had pulled such a trick
Then more quickly then lightning my lovely wife came

Wife: And I heard as he called both the doggies bad names!

Husband: (loudly, with anger)
You two @#!*~ hounds are in need of a fixin’!

Wife: Then he dove on the dogs and they started in mixin’
They rolled cross the floor and crashed into the wall
Water, turkey and stuffing now covered them all
Then out to the family room both pooches flew
With my raving mad husband in hot pursuit too
They tangled the cord and knocked over the lamp
They pawed and they pranced and got both couches damp

Husband: I had just caught the one and was turning around
When the other mutt leapt on my back with a bound

Wife: (Starting to find it all humorous)
They all fell in a heap at the fireplace foot
Where they kicked up large billows of ashes and soot

Husband: The dogs had me pinned laying flat on my back
For my head had bounced off of the bricks with a crack
So it goes without saying I wasn’t too merry
With a knot on the back of my head like a cherry
I arose, grabbed the dogs and gave them the heave-ho
Out into the backyard in the cold and the snow

Wife: (smiling, trying not to laugh)
He stood hands on hips panting hard through clenched teeth
Angry steam coming off of his head like a wreath
I tried not to laugh and held on to my belly
For he looked quite a sight, soiled, sooty, and smelly

Husband: Then I slammed the back door which brought down the loose shelf

Wife: And I laughed when I saw it in spite of myself

Husband: As the contents came cascading down on my head

Wife: I thought for a moment I’d something to dread

Husband: As the last chotchkie bounced off my noggin I jerked
And was struck with a thought that had struck me at work
(slowing, trying to remember something)
Now…I’ll try to remember just how the verse goes
Or at least I’ll come close…
Wife: …that’s ok I suppose.

Husband: (softening, realizing he’s been foolish)
In the bible it says that amongst Christian ranks
Should be found people who always are giving thanks
And a Christian who always is thankful is not
A person who says to God, “Yeah, thanks a lot!”

Wife: Like a wonderful fragrance that delights your nose
Praise and thanks are to God like a heavenly rose
In the midst of life’s most difficult circumstances
Lord because these are the chances
To trust He’ll provide and keep you on your feet
And mature you until you are perfect, complete

Husband: (chuckling)
We both laughed, ope’d the door, to the dogs gave a whistle
And in the hounds flew like the down from a thistle

Wife: please remember this now as you picture the sight

Both: be “thanks-giving” (air commas) for all and to all a good night.

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Social Media, Your Business, and You

I’m old enough to remember when the internet was just making the transition from quirky computer geek fad to mainstream attention grabber. Truth is I was designing web sites at the time, helping businesses figure out how they could use this newfangled tool. In those pioneering days, before you could really do ANYTHING interactive on a web site we talked about web sites as electronic billboards.

As businesses today are trying to figure out how to best leverage social media many of them are trapped in that same thinking. The “information super highway” has definitely developed some significant traffic patterns around social media lanes leading many businesses to feel that they need to put up billboards along those roadways of commerce.

The trouble is that this kind of thinking misses the point.

Allow me to share three truths then about social media, your business, and you

Truth #1: Social Media IS Social
The interesting aspect of all social media channels is that they’re designed for conversation. This is distinctly different than broadcast. The implication is that it is not sufficient to simply have a Facebook presence or a Twitter feed, you need to be willing to monitor and engage in conversation or your social media efforts will just be so much noise.

This requires effort on your part, it may even require guidelines for using social media to help employees understand what they should or shouldn’t discuss. Don’t expect long term benefit from your social media channels if all you’re using them for is another way to broadcast your message into the ether.

Truth #2: Businesses Can’t “Own” Conversation
Obviously you own your message but once the conversation starts you have less control over what is said and where the conversation leads. The corresponding truth here is that while you may start the conversation with a broadcast message there is equal chance that the conversation will be started by someone else broadcasting THEIR message about you… AND because there are so many more of them than there are of you the odds are pretty high that you won’t be starting as many conversations as they will.

The implication is that your social media efforts have to start from the position of listener more often than that of speaker and that you then must be willing to enter the conversational fray with sincerity rather than with marketing spin.

Truth #3: People Are Using Social Media to Create Their Own Brands
WHAT?!?! People have brands??! Sure they do. My favorite example is the Apple sticker that people have on the back of their car:

This isn’t just one more cute way of showing how many people are in the family that rides around in this van. It is a way of identifying this as a “Apple family”. I can honestly say that I have NEVER seen this done with a Microsoft Windows sticker or an Intel sticker or a Lenovo sticker. In fact I’ll argue that more often than not Windows people don’t admit to being Windows people until they’re in an argument with Apple people!

The fact that people are engaging in creating their own brands, and more importantly leveraging social media to create brand awareness, means that the demographics and market segmentation we used to use to figure out how to talk to people are starting to become more and more minutely defined.

The game is shifting from trying to figure out how to simply communicate a brand promise to now trying to determine how to get customers to integrate your brand into their own. Granted this isn’t as easy with some types of products or services as it is with others but thinking through how you allow people to identify their brand with yours can lead to some interesting new approaches to marketing, advertising, and social conversation.

By understanding and applying these three truths to your social media efforts you can more effectively enter into the conversation and remember, the conversation is happening whether you’re joining in it or not.

How is your organization leveraging social media today?

 

 

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Customer Experience Shout-Out of the Week

It was a touch and go thing there for a minute. Usually I list Kohl’s Department Store amongst the companies that “get it” from a customer experience, or at a minimum a customer service, standpoint. This past week however they slid dangerously close to my list of “I don’t shop there any more” vendors.

Somehow, back in August, our usual Kohl’s Card back-to-school-shopping-bill didn’t arrive in the mail. My wife, who is ever diligent about such things, wondered at that, but we got caught up in the stuff of life and didn’t think too much about it. We eventually just paid what we owed based on receipts we had.

Unfortunately that payment crossed in the “mail” and we were charged a late fee in September. We didn’t pay it, we called in a disputed it, but apparently did THAT too late because we were charged a late fee for the late fee. Now we were expected to pay $30 in late fees for $24 worth of goods.

Again we called to dispute. This time we got a fairly rude gentleman on the phone who suggested that he could take off one late fee but not both. We countered by suggesting that if he bothered to look he’d see we had been Kohl’s customers for nearly a decade, never had a late fee prior to this, in fact rarely ran a balance, and that this was unacceptable. He countered our counter by saying he could remove both late fees IF we paid the one dollar interest charge on the first late fee.  Sheesh.

We agreed.

This month our bill had…wait for it…two late fees. The one he didn’t take off after we paid the dollar and a late fee on top of that.

I called once again. I wasn’t in the mood to negotiate this time really so after the requisite confirmation of who the operator was speaking with I launched right in. I explained the series of events succinctly and then said:

“So, I’m calling today to see if we can either get these two late fees reversed or to just pay you the thirty dollars, cancel my card and never do business with you again.”

The operator responded:
“Yes, Mr. Fletcher I see the conversation history here. Can you hold for just a moment please?”

When she returned, in what truly WAS just a moment, she launched right in:
“Alright Mr. Fletcher those charges have been removed. Is there anything else I can do for you today?”

I kind of felt cheated, she’d stolen my steam. At the same time I was glad it was so simple.

So what’s the moral of the story?

1. Companies with a history of good service will usually come through.
As I mentioned I have had good experience with Kohl’s correcting things that needed correcting. If I hadn’t I probably wouldn’t have given then a couple attempts.

2. Consistency is crucial.
I say this because if I had NOT had previous experience from which to draw I may have left them hanging after the first botched attempt. Making sure all of your service people can handle things right the first time is crucial to building those good experiences.

3. It all starts with the right attitude.
Attitude drives behavior. Setting an attitude that says lets help the customer goes a long way towards creating consistent behavior and developing quality customer experiences.

What examples have you run into lately of companies who have managed a customer experience save based on your past experience with them?

 

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Do Churches Have Customers?

So with all the work I’ve been doing lately on Customer Experience I can’t help but as this question. After all I spent the first decade or so of my working life in churches. So for the sake of argument let’s create a generic profile of what makes a customer and see if it applies:

1. Customers start from a point of need.
Ok, sometimes the “need” is more of a want but you wouldn’t buy something you didn’t want or need so this is where a “customer” begins.

2. Customers typically do some shopping
There are certainly times when people make an impulse purchase but in general they do some research before making a buying decision.

3. Customers make a commitment.
Typically we think in terms of a financial commitment but there may also be contract terms like when you purchase a contract for cell phone service.

4. Customers repeat or defect based on service.
If the product does what is expected, in other words it meets the need/want, then service determines whether a customer makes another purchase or defects to a new provider.

5. Customers promote products they really like.
The end goal in getting satisfied customers is to have them promote your product.

 

In the interest of full disclosure I have to say that I have had this conversation with several “church people”. In every case the immediate answer has been “no, we don’t have ‘customers’, we have members. Our people are more involved than just being customers.” But really? Doesn’t that behavior list look a like like a church goer?

On top of that let’s think about some of the jargon we use around church:

  • “We all NEED Jesus”
  • People can be said to be “church shopping”
  • We ask members to commit or talking about “committing our lives to Christ”
  • Churches often talk about the “back door being larger than the front”
  • Church members “vote with their wallets” when the offering comes plate by on Sunday morning.
  • And of course all are expected to “do the work of an evangelist”

I’m being slightly tongue in cheek here but not overtly so. Is it possible that where churches start to miss the mark is where they DON’T think of attendees as customers? When I think of someone as a “member” or as part of a “church family” then there are certain expectations that go along with those words. Expectations like “sacrifice” or “volunteering” or “staying committed through tough times”. We might ask those things of family members but we’d never ask them of customers. Would we?

There is certainly something deeper about being a committed member of a church than just being a mere customer, however; I can’t help but wonder what it would look like if a church were to start to embrace some of the same principles that businesses use to create satisfied, promoting customers and applied them to their congregation.

What do you think? Would churches see a positive change if they were to start adopting some corporate best practices for acquiring and retaining promoting customers?