Why Try To Get Out Of Your Box, When You Can Use What's In It?
The infamous Tony Magee said, “If you want to dislike someone, don’t get to know them.”
The same concept applies to being disliked.
If you want someone to dislike you, don’t let them get to know you.
Often times to make a connection with someone, we have to go out on a limb, be vulnerable, and make the first move.
There are two kinds of people in the world.
Those seeking a connection and those waiting for it.
Stay Positive & The World’s Short On One Of Those
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I was recently in a conversation about making things right for customers when it costs you.
Maybe not relatable, but let’s use craft beer for an example.
If you own a craft beer bar and someone comes in, pays for a beer, and doesn’t like it. Do you give them a new one for free? Do you do that for everyone?
Many think not. Many will say it’s not good for your bottom line to always be giving free beer away to every person who doesn’t like it, especially when they knew what they were getting into.
Two responses. The first a riff on “free.”
The replacement beer isn’t actually free. The price they paid for the first beer splits and now they’ve paid $2.50 for two beers. It’s no different from an all-inclusive resort: the food, drinks, activities aren’t free. You pay for them in advance. The more “free” things you do and consume doesn’t hurt their bottom line because they’ve attributed a price value on everything. Free isn’t so free, but what matters more is the story the customer tells herself about the beer.
“Free” is a great way to get customers in to try something, but it’s an even better way to make things right. “Free” is the story most consumers jump to when they’ve had a poor experience. So when you make things right by giving something for “free,” it fits her story and she either feels content or, even better, cared for.
In business, what matters most is the feeling people leave with. Sure, first impressions matter, but ending impressions matter more. They are the deciding factor if the customer will come back or not. Those two beers that were originally $2.50 area actually more valuable because the customer is more likely to come back based on you fulfilling your promise of selling beer people love (even if that means dumping a few glasses of liquid to get there).
If you need the rational, monetary evaluation for guaranteeing a great experience and “taking the hit” to satisfy customers, there you have it. But what’s more convincing to me is that you’re in business to fulfill a need, to make people happy, because you care. You’re in business to make things right. So why wouldn’t you?
Stay Positive & Care More Than Others, That’ll Be Another Of One Your Differentiators
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It amazes me how often I interact with the same person at a business and they treat me – and every other person who walks in their door or shops on their online store – as if it was our first time.
The hairdresser asks you to remind her what length you like your hair even though you’ve been going to her for two years and it hasn’t changed.
The online T-shirt store thanks you for choosing them to buy a shirt, but doesn’t thank you for the 15 other shirts you’ve already purchased from them.
All it takes is a note here and a note there. What this person liked. What that person didn’t like.
Businesses are failing to capitalize on the time they have to respond to recurring customers.
Jill calls the hairdresser a day before she comes in to get her hair cut. That’s a whole day to flip back in a book or search one’s Evernote for what Jill likes! Maybe you noted she was celebrating her anniversary shortly after her last hair cut, so you ask,“Do you want your hair like we did last time for your anniversary celebration? How was that by the way?”
Instead most interactions go: “What length did we go with last time?” *face palm*
The online T-shirt store has a digital database tallying all the purchases made by a particular name and card. It’s not hard to go in and add a more unique thank you to the confirmation email… but they don’t. Hell, they could even write a letter in advance to have put in the T-shirt package next time that customer ordered…but they don’t. *face palm*
I think I’ve riffed enough.
These businesses exist… but they won’t for long.
Stay Positive & Thinking Of Starting A Business? Here’s Your Differentiation ^^ Take Note
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If you’re not feeling doubt about an idea, you’re not thinking big enough.
Most of us limit what we do to that which we can reassure ourselves will work out.
The truth about remarkable work is that it’s significantly likely it won’t work out. Things won’t go as planned. Everything won’t be okay.
When you’re ready to put an end to the false reassurance and the quest for acceptance, then all that’s left is bravery to go at it anyway.
“This might not work.” may be the four most beautiful words one can say.
Stay Positive & Second Is “Wow, It Actually Worked”
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Being a professional is a mindset.
We can learn to think like a professional and then create work professionally.
What’s important is we stop and check in on our work.
Hit pause and answer this: What would a pro do if they got this project from you as is?
Would they scrap it? Would they take it to a different town? Would they keep on your track?
It’s nice to think we’re always a pro, but the reality is the lizard brain and our own ego often take over without us realizing it. The best we can do is regularly check in and make sure we’re creating work that’s remarkable for the target, not just ourselves.
Stay Positive & Think Like A Pro, Be A Pro
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At a number of meetings and think tanks, I’ve seen a leader begin by saying that there are no wrong answers.
I like to refer to it as permission to suck.
The thing about the way the brain works is that it’ll take the freedom to start, but five minutes into the brainstorm, the amygdala takes over and starts shouting at you to shut up.
Ever think to yourself, “The ideas you’re thinking of are not as good as the ones already shared, so be quiet.” That’s the lizard brain talking.
At a brainstorm I was at yesterday (about beer, mind you) everyone had to constantly remind each other that “there are no wrong answers… There are no wrong answers.”
It’s a pity we have to be reminded. But, perhaps, we don’t.
Perhaps we don’t have to wait for permission to suck.
Perhaps we can give that permission to ourselves. (Big secret: we can)
Stay Positive & No Doubt It’ll Be Exhausting To Dance With Our Lizard Brain, But Worth it
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We’ve been tricked into believing that outperformance is immediate. Gratification is instant. Success is over night.
The digital world makes it seem like anything is possible between today and tomorrow.
The truth is real results are not instantly predictable.
Success in business is a lot less about winning today’s tactical battle; it’s about outlasting the competitors in the long haul.
While they’re sprinting before the marathon, you’re stretching. When at mile two they flop dead. You easily pass them on the race to remarkable.
Outperformance, success, differentiation…they all come down to how long you’re willing go at it.
Stay Positive & Run, Business, Run
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