Home  Clients  How We Work  Services  Case Studies   About Us


Relationship Tip: Act in a manner consistent with the relationship sought
Friday, August 31st, 2007

Think about the way people act in personal relationships. In such situations, many are more open about feelings and make decisions based on feelings.

When these same people move into business relationships, they may act very differently. Why is that?

In many cases, the individuals have learned the importance of acting in a manner that is consistent with the relationship sought. The other persona - whether business or social - may have developed as insulation or because it is more effective, based on their prior experience.

Think about political or business leaders, for example. What would happen if they behaved on the campaign trail like they do when they are fighting to achieve a particular objective or their personal lives? While it might give constituents a good idea of who the person is at a human level, would this give constituents a good idea of how the person would act, if elected?

Consider context and the nature of the relationship sought (by one or both parties) in deciding the conduct, tone, and degree of information disclosed. Much of the communication in any “negotiation” is determined by the context and the nature of the relationship.

Perhaps, a good leader is a person who is able to adapt and behave in an appropriate manner based on the particular relationship involved? If so, a good leader is a person who is able to negotiate in a particular context. After all, that ability is what makes the good leader effective and that is one of the requirements that I have for good leaders. How about you? Can a good leader be ineffective?

Technorati Tags:                  
 
Posted in Achieving Goals, Business Acumen, Leadership, Negotiations, Solving Problems | No Comments »



Relationship Tip: Go the extra mile
Sunday, August 26th, 2007

John (not his real name), a senior executive at a public company, asked me the other day what the company needed to do to strengthen relationships with customers.

The short answer to John’s question is that companies have to go the extra mile, if they want to improve their relationships with customers (and suppliers or employees, for that matter). What does that really mean though? Well, I will give you a real example of two things that I have done in the last couple weeks to build a relationship with one of the outfitters and the customers at The Illahe Lodge.

A couple weeks ago, an outfitter was washing his plastic silverware that is used for lunch as his customers float down the Rogue River. The outfitter mentioned that he was trying to find sturdy plastic forks and all he had found was forks that break. As it happened, I was in town a few days later and looked for forks. Low and behold, I found a package of 1000 sturdy plastic forks for $1 or $2. So, I bought them for the outfitter. It was a small investment on my part. When the outfitter was back in a couple days ago, he was surprised that I bought the forks and gave them to him. It took 5 minutes on my part, yet it is already paying dividends in that he knows I look out for my customers. Yes, the outfitter paid me for the forks, although it was unnecessary. What goes around comes around, right? In addition, I washed the outfitter’s plastic silverware.

A second thing that I did was to offer the guide the choice of desserts on the final raft trip of the year. The choice? Blackberry or apple pie, both home made with fruit that I had picked. The guide selected blackberry pie. The customers asked about the pie and, by the way, they were very impressed that I took the time to pick the fruit and make the pie by hand. Impressed enough that I received a nice tip, which I split with the person who helped me with the meals.

The lessons to be learned from these situations are simple.

- Think about what you can do to improve your customers’ experience. The difference between a satisfied customer and one that talks about you with his or her friends may be the little touches that make you stand out.

- Something that happens once may be luck. When something happens repeatedly, there is more going on than mere luck. The forks were a first time. I had been impressing the outfitter with the pie for about three weeks and, each time, the tips have been better.

- Share rewards with team members so that they are more likely to contribute to the team’s success. Often, people receive tips in restaurants and are required to split the tips. Rather than adopting rules, why not do what is right? I was able to impress the customer because other members of my team were backing me up, helping me wait tables, washing dishes, clearing tables, etc. I may get the credit in my current role, but would the best pie in the world make up for lousy service or other issues? I think not…

The lesson ot be learned is to think about what your customers value. From here, look for opportunities to go the extra mile, in a way that is cost effective and makes your firm stand out in your customers’ memory as different, unique, and special? That is what “delightment” is all about…

Technorati Tags:          
 
Posted in Achieving Goals, Business Acumen, Business Tips, Marketing, Team Building | No Comments »



Relationship Tip: Walk your talk
Wednesday, August 15th, 2007

When handling contracts at large companies, I had to rely on suppliers to tell me the truth and to follow through on their commitments.

Many firms and people make commitments that they are not prepared and able to honor at the time the commitment is made. This usually leads to frustration and disappointment.

Rather than disappointing the customer, supplier, or friend, it makes more sense to make promises if and only if a person or business is ready, willing, and able to honor commitments to the letter.

This approach can frustrate and annoy people initially, especially those who are accustomed to promises and sales hype. Once they realize that you are serious, many people appreciate someone who stands behind his or her words and, in other words, “walks their talk,” even (or, perhaps, especially) in business.

Technorati Tags:      
 
Posted in Achieving Goals, Business Acumen, Negotiations, Team Building | No Comments »



Marketing: Fit the approach to your desired customer
Monday, August 13th, 2007

The other day, a potential customer called my family’s business, The Illahe Lodge. After we talked about the lodge which has 12 guest rooms (with bathrooms), a large dining room, and a large living room, the potential customer wanted to know if we have a website.
Instead of relying on websites, The Illahe Lodge has always relied on its greatest asset… Its customers. Over the years, they have talked about their experiences and this has led to repeat and referral business for us. Through the customers, the lodge has received some publicity - Sunset did an article about hiking the Rogue River Trail and the lodge was mentioned in a book about fly fishing vacations.
Customers come to the lodge for many reasons - fishing, hiking, sightseeing, bonding with their families, connecting with their history, experiencing a simpler time, to hang out with my family, and getting away from it all.
It is easier to work with customers that we know. One customer always wants dinner at 7 P.M. Other customers have specific food preferences. Because we know these things, we are able to provide the customers with experiences that are better aligned with what they are seeking.
Another customer wants to come here just to hang out with my father. Being a helpful sort, I’ve suggested that he simply rent the lodge or that he pay for the privilege of working at the lodge. Not sure if that will happen, but…
Anyway, what I tell my consulting clients is that, rather than mass marketing for the sake of mass marketing, use the marketing approach that is most likely to attract the customers that you are seeking. Is that what you are doing?

Posted in Business Acumen, Marketing, Negotiations | No Comments »



What is a manager’s role?
Thursday, August 2nd, 2007

In some organizations, a manager’s role is to supervise and direct other people as the other people perform the tasks. In smaller businesses (and some large ones - like the ones where I worked), a manager may be responsible for doing the work itself.

If you have a preference about what your role would be, it is a good idea to ask what a typical work day would look like. Then drill down to find out how the tasks will actually be accomplished. Often, some aspects of this can be negotiated. By understanding the expectations, you are better positioned to identify topics that may warrant negotiation.

Technorati Tags:      
 
Posted in Business Acumen, Planning Tips, Solving Problems | No Comments »



Moving from Texas to Oregon
Wednesday, August 1st, 2007

Some have asked about my silence for the last week or so. During that time, I have been relocating from Texas to Oregon to help run my family’s business.

Part of the relocation effort consisted of moving my cat and car from Texas to Oregon. Three things that helped me were having my car checked before I left, planning the route, and staying in touch with friends during the trip.

These three steps are common sense - preparation, planning, and communication. How many people use these steps every day?

Posted in Business Tips | No Comments »