#710 savvy surveys

Survey Monkey and other similar software programs have made it easy to develop a feedback form.  It seems like every receipt I get these days has a special code and an extra three inches of the toxic paper in order for me to "share my opinion", "let us know", or "help us improve".  I wonder if the results ever lead to real changes.

Leave it to Zappos to develop a survey that is a bit more out of the ordinary than the generic "rate us" from 1-10 format.  Some of the questions their "Loyalty Team" asks:

> If you started your own service-based company, how likely would you be to hire the team member who assisted you?

> If there was an All-Star team of customer service representatives, would the team member who helped you be on it?

> Did the team member make a genuine attempt to build a connection?

> If you had to name one thing that we could improve upon, what would that be?

It ends with: "We understand that your time is precious, so we really appreciate you taking some of it to write us."

Zappos makes me feel that by utilizing these creative ways to get a more meaningful answer, they actually care about what I have to say.  

No one says that a feedback survey has to be boring.  Help your clients know you are genuine in your desire to improve, and I'll bet they share treasures with you on how to excel.

-- beth triplett
leadershipdots.blogspot.com

@leadershipdots
leadershipdots@gmail.com

#709 boxcar branding

A train passed by that was full of gang graffiti.  It seems that gangs are attracted to railroad cars -- I guess because they're there, often unattended, big and available -- but it seems like such a low-tech way to get your brand out.

That's what gang symbols are really, a unique kind of brand and trademark, complete with color identity and visual standards.  They are a quick identifier of the gang, their territory and their message.

I certainly don't recommend plastering your brand with spray paint on railroad cars, but you can take a lesson from those who do.  Having a identity that means more than the name of your product -- something that symbolizes who you are and engenders pride for those who wear it -- that is something you can strive for in your organization, too.  You shouldn't shed blood for your "gang", but having loyalty run in the blood of your members is a good goal.

-- beth triplett
leadershipdots.blogspot.com

@leadershipdots
leadershipdots@gmail.com

#708 dear graduates,

Even though my college graduation was a few years, ahem, decades, ago, I still remember the day.  We were on a football field, wearing black robes, sitting in the unfiltered sun, ready to expire from heat stroke!

Of course we had a speaker, although I could not tell you who or what he/she said.  Undoubtedly the person put great thought and effort into their oratory, but it wasn't memorable.  Nor was the speaker at the other three graduations I have attended for advanced degrees.

Today is commencement on our campus and I wouldn't be surprised if our graduates have the same experience with the speaker.  But what a thrill it would be to be asked to deliver the address.

Chicago Tribune workplace columnist Rex Huppke had these three wise nuggets to share:
1.  Don't hold out for a dream job; just find someone who will pay you to do stuff.  That's how you learn; that's how you build.

2.  Be a decent human being.  Be nice, hard working, willing to chip in when needed and pleasant to be around.

3.  Be humble.  It's a long game and you're just getting started.

What would you say if you were asked to be the graduation speaker at a college?  What words of wisdom would you want to impart to the young leadership descending upon the work world?   

Don't wait until you're behind a podium to help a new graduate grow.  Chances are, they'll remember what you say one-to-one much more anyway.

-- beth triplett
leadershipdots.blogspot.com

@leadershipdots
leadershipdots@gmail.com

Source:  Words of wisdom for recent graduates by Rex Huppke for the Chicago Tribune in the Telegraph Herald, July 21, 2013

#707 taboo

Over the weekend, our town held a city-wide garage sale.  I may not fit the profile of a typical garage sale shopper, but I too, was among the many who scanned the tables and racks. 

Another one of my mom's sayings was that "someone's trash is someone else's treasure." It applies not only to garage sales, but to the whole reused industry.  Whether it is due to the economy forcing people to be more price conscious, the thrill of finding great deals or the environmental pragmatism of reusing goods, people of all income levels are shopping i the second hand market.

In the past three years, Goodwill's retail sales have increased 75% and their stores are setting record levels of sales.  Studies show that about 20% of people shop in thrift stores regularly.  "It's not a taboo thing for a lot of people anymore," said one of the store owners.

Has there been something related to your organization that had a stigma that is now lifting?  Perhaps you work with mental health, once an unspeakable topic.  Or maybe you serve gay/lesbian/bisexual/transgender issues that have mostly come "out of the closet".  Or perhaps you work with diseases that are now more widely known thanks to the host of commercials promoting prescriptions to cure them.  And, of course, the civil rights movement has changed the landscape of what is current practice.

Many things that are acceptable and even commonplace today were once frowned upon or left unsaid.  Like the stigma that used to accompany second hand shopping, can you do something to make other behaviors socially acceptable?  Does there really need to be a taboo about the choices people make of how they shop, live or work? 

-- beth triplett
leadershipdots.blogspot.com

@leadershipdots
leadershipdots@gmail.com

Sources:
Goodwill proves to be retail juggernaut by Martin Moylan for Minnesota Public Radio in the Telegraph Herald, April 26, 2014, p. 4D

The thrift economy by Erin Murphy, Telegraph Herald, January 12, 2014, p. 1B/3B

#706 strongest suit

I know there is a movement toward more casual dressing, but I remain a fan of dressing up.    I look at my calendar before determining what to wear to work each day, as some days warrant "better" than others.

Some people put on their game face; I put on my game clothes.

Today is our board of trustees meeting, and I can guarantee that I will not be wearing the same outfit that I will wear on a summer Friday.  A former colleague of mine donned cuff links for such occasions.  Others have different suits or some accessory that helps them feel just a little bit more confident.

In a past life, I insisted that one of my youngest hires wear a tie, daily, to help him transition from student to staff.  He hated it, but I still maintain that it served him well. 

Casual is akin to email; it certainly is pervasive and totally accepted in the work environment.  It is also why dressing up -- the contemporary equivalent of a handwritten note -- distinguishes you in a most positive way.  

The next time you want to be more on top of your game -- or you want to make an impression on others -- tailor your attire to the occasion.  Call me old fashioned, but I do believe that dress does make a difference.

-- beth triplett
leadershipdots.blogspot.com

@leadershipdots
leadershipdots@gmail.com

#705 in the present

Last week, the father of a teenager who drowned on the South Korea ferry released a video of his son's final moments.  The recording was preserved on a cell phone that was found in the wreckage.  It showed the final 15 minutes of a group of teenagers on the ill-fated trip.  If you were the father, would you want to watch the movie?

There is little in this world, save for the flight path of Malaysian Air 370, that is not recorded in some fashion.  The proliferation of camera phones -- and the hundreds of apps that make sharing pictures a "snap" -- have moved our primary form of communication into the visual realm.

Instead of going "back to the future", instant replays in sports, the use of traffic cameras, nanny cams and dog monitors, coupled with surveillance cameras everywhere, allow us to go "back to the past" to live moments over and over again.  

I wonder if this is a good thing.  

I know there are some things that have happened in my life that I wouldn't want to watch again.  There are some moments that should remain private and cherished for what they were when they happened.  

Does our reliance on recording mechanisms dull our attention in the present?  Do we pay less attention to "live" because we know we will have the opportunity to see almost everything again later?  

Try to live your life like there was no "record" button.  Be present in the present and experience your life live.

-- beth triplett
leadershipdots.blogspot.com

@leadershipdots
leadershipdots@gmail.com

Source:  Video shows students' plight on sinking ferry by Foster Klug and Hyung-Jin Kim for the Associated Press in the Telegraph Herald, May 2, 2014, p. 8A

#704 imitation

'Tis the season for local elections and primary races.  In our city, there are several yard signs touting "Hancock for Supervisor" or similarly generic slogans for other candidates.  I think they could all be mass produced with an "Insert Name Here" format.

Not so in Texas. 

Driving through one of the Fort Worth suburbs, I saw that they have taken the city council election to a whole new level.  Signs were four-color with photos and even mini-biographies on them.  One is a doctor; another candidate is a CPA, while still others are "experienced", "capable" and even "caring".

I wonder who the candidate was that started all this.  Surely someone was first to deviate from the traditional small sign to come forward with a large sign and pictures.  That candidate raised the bar for everyone.  It elevated the stakes (and cost), but also heightened awareness about the election and hopefully created some voter interest.

Whoever went first probably thought they would really stand out, but now they are indistinguishable in the sea of similar signs.  It reminded me of when my younger sisters would annoy me by copying my actions.  At those times, my mother always said:  "Imitation is the highest form of flattery."  

When your competitors copy the great idea you had, be flattered that they stole it, then spend your energy on coming up with yet another new thought rather than lamenting how they have copied you.  

-- beth triplett
@leadershipdots