Tag: business

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Inconsistent Behavior

During a recent business trip the airplane scheduled for our outbound flight was delayed by bad weather. After arriving at the airport 90 minutes before our 8:30 a.m. departure, we suddenly had two additional hours on our hands. The five of us decided to relax and enjoy a sit-down breakfast at one of the franchise restaurants in the terminal. Service: Good. Food: Fine. Value: Excellent. One of our party commented, “I’d come here again.”

Three days later upon arriving at the airport for the early morning return flight home, we again faced an extended wait. As luck would have it, the same restaurant was right next to our gate. We decided if it worked in once, we should eat there again. How did things turn out the second time? Service: Weak. Food: Poor. Value: Minimal.

Our waitress had an attitude and didn’t want to be there. Since the choices were limited, each of us ordered the exact same thing. These portions were smaller and taste was missing. When the bill arrived I took out the receipt from the first meal and discovered there was a $15 difference in the amount. Turned out some of the things that came ‘standard’ in Houston were ‘extra’ in Louisville. That same traveling companion said, “I’ll never eat at this restaurant again.”

Customers have expectations with a franchise that it will deliver the same experience every time. That’s why McDonald’s french fries and Baskin-Robbins ice cream taste the same wherever you are in the world. When a rogue franchisee fails to fulfill those promises, it affects the entire brand. I flew again a few weeks later, and – walking by the location here – thought, “Your Louisville buddy ruined it for you.”

The result is the same in your organization, even if you’re not a franchise. You set the bar on how I expect to be treated. Fail to live up to those lofty goals – whether it’s quality or service or value – and chances are you’ll lose me forever.

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Random Selection

The Jury Summons arrived three weeks ago… instructing me to be in the holding room before 9 a.m. today. Traffic during the commute was congestion-free, so I walked through the doors of an empty courthouse 45 minutes early. I had turned in one page of paperwork and read two chapters of a novel on my Kindle by 10 o’clock, when the clerk finally arranged us with instructions to ‘not get out of order.’ I convinced myself it was my juror number that placed me as the first to enter the courtroom and be seated – and not my punctuality.

The bailiff said, “All rise,” and the robed judge appeared from behind closed doors. After swearing in and a few minutes of instruction, he turned voir dire over to the opposing counsels. Thirty minutes later, the Honorable Tom Lawrence told each party to present its ‘strikes’ and soon called out the accepted jurors. Much to my surprise, he skipped past me and proceeded to name numbers two through five, followed by a couple of more strikes, before identifying the final two members of the five male and one female panel that is likely rendering judgment as I write this recap. A quick ‘thank you for your service’ and 18 people – all seemingly smiling brighter than a half hour earlier – quickly left the building.

On the drive back to my office, I thought about the Q&A that led to the half dozen selected to determine a gentleman’s fate. There weren’t any of those ‘I couldn’t possibly find someone guilty’ answers I heard some of the other six other times I experienced this process. The only question asked directly to me was by the defendant’s side. “I’m not trying to be funny or disrespectful, Mr. Handler, but what exactly is an executive business coach?” When I saw him quickly write something on my questionnaire during my response, it occurred to me that “I help business leaders focus on what they’re trying to achieve” probably wasn’t the right juror for someone accused of defaulting on a contract.

Jury duty is a privilege Americans are blessed to have… yet I don’t know anyone who reacts with a resounding ‘how lucky am I’ when he/she pulls a summons out of the mailbox. There are way too many things going on in our busy lives to take a day or two away from work and watch the wheels of justice slowly turn. Good idea – as long as it’s someone else serving. Then again, if I ever have the unfortunate experience of being party to a trial, I hope citizens fulfill their responsibility and show up at the designated time. I’d sure want someone like me on that jury.

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Unsolicited Generosity

Asking for donations may be one of the ‘least favorite’ things on my list. There’s just something about reaching out to people and requesting they make a contribution to one of my kids’ extracurricular activities that doesn’t inspire me. Yet, it’s one of those necessary evils… whether it was selling Girl Scout Cookies or wrapping paper when our kids were younger, I always had a ‘not another one’ attitude about the approach.

That’s why when we attended a meeting about a summer league team for my varsity basketball playing son – and the mom organizing everything said, “We’ll need to ask for donations or raise money for uniforms” – I cringed with anxiety and thought, ‘I kinda hoped we were past that phase.’

Yet being a good rules follower and helper guy, I suggested to my wife that we needed to reach out to establishments where we spend a lot of money and ask for their help. So through email and in-person visits, we requested donations from our dentist of 12 years, car repair place where we’ve been loyal customers for a decade and favorite two restaurants (one fast-casual and the other upscale).

What were the results? I’m thrilled to report four-for-four. These small business owners made a nice contribution – even knowing the reach for their advertising dollars would be minimal. One followed up with an email to Kathy that said, “Thank you for thinking of me.” I was so surprised by their responses that I decided Success Handler, LLC also needed to write a check.

There are two lessons here: 1) Never shy away from asking… you never know how much someone might want to help; and, 2) When a parent or organization makes a request of your business, catch them off guard by saying ‘Yes!’ They already have enough folks who will decline.

One other thing is certain: we’ll remain loyal customers of those four service providers for years. So they’ll end up way ahead regardless of whether anyone else becomes a customer after seeing their names on the back of our warm-up jerseys.

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I’m Just Saying

Recently I decided to disengage from some of the community involvement in my life. I’m not re-upping for a board position when my three-year term is up in May, and in the past week I turned down two new requests to join committees. The reason is simple, if self-centered: our two kids remaining at home are teenagers who participate in sports, and I don’t want to miss any more of their games.

Interestingly, saying ‘No’ is one of the hardest things for many people – and occasionally a challenge for me. That’s why my business partner (who’s also my wife) will sit me down every so often and say, “So tell me again why you agreed to do that.” The reasons for this inability to decline, at least in my case, are based on: 1) wanting to please; and 2) not wanting to miss out on something that could ultimately lead to more revenue.

Over the weekend I facilitated the recurring quarterly meeting of one the focus groups I lead. As the seven business owners presented their financial statements and “Rocks” (read: 2011 goals), half of them spoke of things they need to stop doing. They, too, struggle with knowing when enough is enough – or recognizing when less becomes more.

My recent decisions were made easier by the response I received from one of the folks who asked me to be on his committee: “David, your desire to be with your family at this critical time during their youth is respected and understood. We will indeed miss your wisdom and intuition about institutional dynamics. Please know that even though you may not be formally involved, your input is ALWAYS welcome.”

There will be more opportunities to serve down the road. Keep that in mind the next time someone asks, and your instincts are shouting, “I need to pass on this one.” Go with your gut. You’ll come out ahead in the long run.

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Lessons Learned – #1

The final lesson I learn each year isn’t business wisdom. It’s about recognizing a higher calling. Usually I introduce a charity that’s doing good things. For 2010 I took a different approach:

Gift of Giving – If you’re looking to spread some Christmas cheer or need a last-minute tax deduction, find a worthy cause that’s helping those in your local community. Something tells me they could use your kindness right now.

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