Driving out of town, defroster roaring, you barely noted the bank thermometer on the town square: minus 27 degrees at 6:36. The radio weather report warned of a deep mass of arctic air settling over the region. The man who took your money at the Conoco station shook his head at the register and said he wouldn't be going anywhere tonight if he were you. You smiled. A little chill never hurt anybody with enough fleece and a good four-wheel-drive.
From a classic 1997 Outside article by Peter Stark on the process of freezing to death.
Monday, January 11, 2010
When Life Gives You Lemonade Stands
Seth Godin and the lesson from two lemonade stands. It doesn't take long to spot the loser and the psychology.
"They are we."
Cultural Offering with a must read. An excerpt:
They are we. However you provide service, remember this. If you sell cars, work at a counter, answer phones, manage million dollar accounts, "they" didn't make the mistake; "they" won't be reviewing the issue; "they" won't sign off on it - or not sign off on it for that matter; "they" didn't lose the paperwork. And you won't send it over to "them" for review.
Here is a secret: The customer doesn't really care which department missed it. The customer might agree that it isn't "your fault", but their agreement is meaningless. The customer wants a good experience and "we" deliver it.
They are we. However you provide service, remember this. If you sell cars, work at a counter, answer phones, manage million dollar accounts, "they" didn't make the mistake; "they" won't be reviewing the issue; "they" won't sign off on it - or not sign off on it for that matter; "they" didn't lose the paperwork. And you won't send it over to "them" for review.
Here is a secret: The customer doesn't really care which department missed it. The customer might agree that it isn't "your fault", but their agreement is meaningless. The customer wants a good experience and "we" deliver it.
Odd Thought Break: When Pop Song Lyrics Irritate
I was listening to Frank Sinatra singing "My Way" and when the line of "Regrets, I've had a few" came up, I thought, "Well, I've certainly had more than a few regrets. In fact, I've got several volumes of them."
But old Frank's isn't the only pop song that has a line or two or advice that doesn't mesh with experience or logic or which pushes a hot button. The "Nothing to kill or die for" and "no religion" lines from "Imagine" always drive me up the wall and yet I know many people who regard that song as sort of a personal anthem. [Confession: But for the one line, I like "My Way."]
There are probably loads of tunes we enjoy and yet if we'd listened more closely or gave any weight to the lyrics, the enjoyment might diminish. Gordon Lightfoot even got to the point where he'd apologize to audiences after singing "That's What You Get For Loving Me" and the ramifications of some lines are amusing. For example, isn't Carly Simon's hit "Nobody Does It Better" really saying you're a great lover but there were plenty of comparisons?
Are there any acclaimed songs with lyrics that - logically or not - bug you?
But old Frank's isn't the only pop song that has a line or two or advice that doesn't mesh with experience or logic or which pushes a hot button. The "Nothing to kill or die for" and "no religion" lines from "Imagine" always drive me up the wall and yet I know many people who regard that song as sort of a personal anthem. [Confession: But for the one line, I like "My Way."]
There are probably loads of tunes we enjoy and yet if we'd listened more closely or gave any weight to the lyrics, the enjoyment might diminish. Gordon Lightfoot even got to the point where he'd apologize to audiences after singing "That's What You Get For Loving Me" and the ramifications of some lines are amusing. For example, isn't Carly Simon's hit "Nobody Does It Better" really saying you're a great lover but there were plenty of comparisons?
Are there any acclaimed songs with lyrics that - logically or not - bug you?
Reward and Comfort
Management scholar Michael LeBoeuf once described the greatest management principle in the world as "That which is rewarded gets done." He then noted that we often inadvertently reward negative behavior. The office politician gets the promotion over the person who is more innovative and productive. The unit that cranks out the most product is ranked highly even if the quality of the work is poor. The department that is fiscally prudent gets hit with a budget cut ("Use it or lose it!"). The chronic complainer gets special privileges while the person who never complains gets zip.
A related element that needs to be examined is the question of comfort. How many poor management practices are adopted because people just don't want the hassle that comes with being a good manager? In my experience, many. Poor management, like water, seeks its own level and being a good manager can require some pretty unpleasant tasks. Wise firms will recognize that and do their best to reduce the discomfort while encouraging the use of good management. That which is comfortable may get done. Being a good manager may never be a comfortable job but we can make it less so.
A related element that needs to be examined is the question of comfort. How many poor management practices are adopted because people just don't want the hassle that comes with being a good manager? In my experience, many. Poor management, like water, seeks its own level and being a good manager can require some pretty unpleasant tasks. Wise firms will recognize that and do their best to reduce the discomfort while encouraging the use of good management. That which is comfortable may get done. Being a good manager may never be a comfortable job but we can make it less so.
Adorability Factor?
Business Week reports that the Smart Car is not selling well in the United States:
Even so, BMW is selling almost twice as many Minis and increasing production of the car, a retro version of an iconic compact. The Mini has been popularized in movies including the remake of “The Italian Job,” while the Smart appeared in new “Pink Panther” films with Steve Martin.
“It’s very difficult for Smart to duplicate the success of Mini,” said Rebecca Lindland, director of auto research at IHS Global Insight in Lexington, Massachusetts. “The primary characteristic of Smart is that it’s small. The primary characteristic of Mini is that it’s irresistibly adorable, with performance thrown in.”
Even so, BMW is selling almost twice as many Minis and increasing production of the car, a retro version of an iconic compact. The Mini has been popularized in movies including the remake of “The Italian Job,” while the Smart appeared in new “Pink Panther” films with Steve Martin.
“It’s very difficult for Smart to duplicate the success of Mini,” said Rebecca Lindland, director of auto research at IHS Global Insight in Lexington, Massachusetts. “The primary characteristic of Smart is that it’s small. The primary characteristic of Mini is that it’s irresistibly adorable, with performance thrown in.”
The Comments Gremlin
This has happened before and I know not the reason why but it has happened again. Some people submitted some comments for posting, I clicked to post them, and then the comments went off into the cosmos.
Sometimes, the comments eventually show up, but if yours do not, please resubmit them. I only reject comments that are spam, defamatory, or in poor taste. Of those, 99 percent are spam. You'd be amazed at how much spam comes in the form of comments. Although it has tapered off lately, I'd sometimes get 25 or more spam comments completely unrelated to the post. Most sold gold.
I apologize for the inconvenience.
Sometimes, the comments eventually show up, but if yours do not, please resubmit them. I only reject comments that are spam, defamatory, or in poor taste. Of those, 99 percent are spam. You'd be amazed at how much spam comes in the form of comments. Although it has tapered off lately, I'd sometimes get 25 or more spam comments completely unrelated to the post. Most sold gold.
I apologize for the inconvenience.
Quote of the Day
The difference between a crisis and an opportunity is when you learn of it.
- Alan M. Webber
- Alan M. Webber
Saturday, January 09, 2010
For The Weekend
Great song. Great singer. Judy Collins, playing the piano and singing "Both Sides Now."
Overreaction Update
From the handbook of an elementary school in an eastern state:
"An assault is when a student intentionally, knowingly, or recklessly causes physical injury to another. Students who violate this will be immediately suspended, the Police will be contacted (Ages 9 and up), and a Review Board hearing will be conducted."
Let me think back to my elementary school days. My friends and I - the guys - often punched one another in the arm. There were no suspensions and the police were never called. If a teacher saw it, the likely response would have been to tell one of us to "Cut it out." Case closed.
If there were a serious fight, the aggressor would have been hauled off to the principal's office and suspended. The parents, not the police, would have been called.
Do the school administrators and lawyers who craft these provisions know how devoid of common sense they are?
"An assault is when a student intentionally, knowingly, or recklessly causes physical injury to another. Students who violate this will be immediately suspended, the Police will be contacted (Ages 9 and up), and a Review Board hearing will be conducted."
Let me think back to my elementary school days. My friends and I - the guys - often punched one another in the arm. There were no suspensions and the police were never called. If a teacher saw it, the likely response would have been to tell one of us to "Cut it out." Case closed.
If there were a serious fight, the aggressor would have been hauled off to the principal's office and suspended. The parents, not the police, would have been called.
Do the school administrators and lawyers who craft these provisions know how devoid of common sense they are?
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