Hey everyone, here we go. . . . . .
IN OUR WORLD
As unbelievable as it might sound, I actually hit all my milestones for the projects I have “in play”! What a crazy week to make that a reality.
Four completely new, customized programs for 4 different clients are in the final stages of completion. These are INTRODUCTION programs where I will launch custom ideas for internal strategic application. These become IDEA LAUNCH PADS. Here is what that means:
- Storyboards complete. This is my process of taking the idea from floating around in my head to gaining its first physical manifestation. It is usually a series of sketches on long roles of butcher paper that end up covering every inch of wall space available. Then I “thoughtfully reduce” down to core content.
- Master Deck Text: I then transfer the sketches to a Master Deck of power point slides containing only the text for the content.
- Master Deck Visual: The program then begins to come alive as I add pictures, graphics and video to the Master Deck creating a large file containing the visual journey.
- Master Deck Filter: I then filter or select the slides that will make the final presentation based on the custom needs of the client and the time frame for delivery.
- Interactive Opportunities: The final Master Deck will create interactive opportunities for which I will design the exercises that take the idea to direct application.
You can see the design phase for any idea is a little involved and time consuming. So now when I say I am in design phase, well, you kind of know what it means.
Next week I hit the road again for 8 straight weeks of travel!
Have a great
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THINGS YOU SHOULD KNOW
Nothing speaks to the culture of an organization more so than the concept of “recovery”.
Every company makes mistakes; it is as inevitable as falling during ski lessons. A form of performance gravity grabs everyone. It is the nature of doing. Mistakes happen all the time. It’s never about the mistake, but instead it’s about the recovery. What do you DO to move forward, to engage the lesson, to cement the emotion of the moment into a relationship building experience. Here’s what I’m talking about:
- The great blog, “Church of the Customer” recently told the story of Best Buys mistake on their web site where they had a little problem with a decimal. They showed a large plasma TV for $9.99 instead of $999. Well, an ocean of customers snapped out their trusty credit card and the next thing you know Best Buy is in a pickle. They have a clause buried somewhere that says they are not accountable for price mistakes. They pulled that text out and said sorry. That was it! Ben and Jackie at the Church site gave a couple of great recovery suggestions – Why not enter everyone’s name in a drawing and give away 10 of those TV’s to winners. That would have been a great idea, but to do nothing. Horrible recovery opportunity missed.
- With my son Dylan in town, we all went out to dinner last night. I ordered my regular salad (one of my favorites in town) and it came DRENCHED in dressing. It was inedible. I picked at it and when our server returned I told him the problem. He asked if I wanted another one that he assured me would be perfect. In fact he said he would watch its preparation. By that time it just didn’t sound good, so I passed. He asked if I wanted anything else on the menu, no charge. I said no thanks and enjoyed the company and conversation (Federer was on the big screen and his match kind of had my attention). The manager then visited our table and apologized, asked if there was anything they could fix for me to go. They removed the offending salad from my bill and through their elegant recovery assured my return business.
Look at your recovery policy. Does it meet the ACUTAL need of the customer? Does it move your business FORWARD or does it create a retreat?
Relationships are everything and many are cemented in recovery!
MOVIES: Extract: From the same mind that gave us Office Space! That’s good enough for me!
NetFlix Fans: To Catch a Thief: During one of my standard not
TV: My son, Dylan was home for a couple of days from
BOOKS: In Pursuit of Elegance – By May: Interesting approach to finding the key bridges between your product and the “end user”.
MUSIC: Every once in a while I stumble upon a musical talent that stops me in my tracks. Well, that’s Andy McKee. Simply, unbelievable!
WEB SITES: Really interesting stuff!
OK, nothing and I mean NOTHING fits the South of Normal section like the Burning Man festival in
There are good days and bad days and going half mad days.
Drop me a note with your comments at email@example.com
Thanks for stopping by and until next time, Adios and Aloha.