(Time to read this Blog is about 2 minutes)
Before we get to the main topic, here are a few things to get you thinking or smiling:
- My Biz Quote of the week:
“The beginning of wisdom is the recognition of reality! There’s no wisdom in denial or false beliefs!”
- Quick Biz Tip:
Make sure that your employees are not ‘just’ an anything:
When I’m touring client’s facilities as part of my research, I love to ask front-line Team members what they do in the business. sadly, the reply is often, “I’m just a machine operator.” or “Just an Accounts Receivable Clerk.” What these replies tell me is that they don’t think their job is important. Why? Because management has never told them why their job is important to the customer, the Team, the business and the bottom line and they’re rarely, if ever, acknowledged, thanked and rewarded for making a difference.
How terribly sad to go through life feeling that you’re ‘just’ a something instead of an extraordinary somebody doing something that matters. What will you do to make sure this never happens in your business?
- ‘Loads of Love’. Sunshine Coin Laundries, with 8 locations in South Florida, regularly holds free laundry events, called ‘Loads of Love’, for those in need throughout their community.
A few years ago, when speaking to a group of Heating & Air Conditioning Contractors (HVAC), I suggested that they could take on the project of ensuring that the HVAC for their local Women’s Shelter was always in 1st class operating order…no charge.
What could / will you do to bring help and love to your customers and your community? What a great subject for your next Team meeting.
- Our ‘cashless future’. Canada, along with all of the ‘western world’, is racing towards a cashless future. It is predicted that paper money and coins will make up just 3% of all transactions in 2 years.
- Redefining ‘Customer Service’: A grocery store in Korea packages 6 bananas together in various stages of ripeness, to be eaten over several days without them spoiling. They understand what life is really like for their customers.
My 4-step process for coming up with simple but brilliant customer service and experiences like this appears below:
- First define yourself by ‘how you help’…not by what you sell. “We are in the business of helping whom, to do what?”
- Take the time to understand what life is really like for your target customers. Think and feel like a customer.
- Make a list of all the help they need in any way related to understanding, wisely choosing, buying and effectively using what you sell.
- Have the creativity and courage to deliver some of that help…better than your competitors. Become the clear and compelling ‘wise choice’ for your target customers.
If you’d like help with this transformational process, I’m easy to reach at firstname.lastname@example.org.
Now, to this week’s important topic:
There are two kinds of liars!
I’ve been thinking a lot about ‘liars’ lately. From Trump still lying about the 2020 ‘stolen election’, to recently elected US Congressman George Santos egregiously lying about everything (which he refers to as a slight embellishment), there’s a lot of lying going around.
This past week evidence submitted in a $1.6 billion US court case against Fox News shows that while their on-air ‘reporters’ ranted about the stolen 2020 US election to stoke the Republican base, they ‘privately’ exchanged emails with Fox management agreeing that the election was not rigged and that Trump and his minions were ‘liars, dangerous as hell, mind-blowingly nuts, a demonic force and totally off the rails’.
Why did they lie, at the risk of undermining and destabilizing their nation? They did it to keep ratings and viewers and support the stock price of Fox Corporation, the owner of Fox News.
So, I’ve been thinking a lot about the subject of lying. What I’ve figured out is that there are two types of liars. There are the ‘delusional liars’ and the ‘completely aware’ liars’. The ‘delusional liars’ are so narcissistic, so removed from reality that they actually believe their lies are the truth.
The ‘completely aware’ liars, on the other hand, know that their lies are lies, but they tell them anyway to convince others of something, for financial gain, or to make themselves appear to be exceptional.
So, are Trump and Santos ‘delusional liars’ or a ‘completely aware liars’? In any case, Trump’s lies and inappropriate behaviour weakened his Brand enough to get him fired in 2020. Sooner or later lies destroy brands!
In business we probably have some ‘delusional liars’, but my guess is most are perfectly aware liars. Way too many businesses are making false claims to mislead or manipulate us with lies or half-truths. There’s false advertising, fake discounts, phoney ‘Sales’, bait and switch, small print, hidden charges and delivery dates they know they can’t meet. The list is endless.
My advice…stop it. Stop it all now! Commit to creating an extraordinary business by doing the right thing extraordinarily well.
That’s it for this week…
Stay safe…live brilliantly!
Donald Cooper speaks and coaches internationally on management, marketing, and profitability. He can be reached by email at email@example.com in Toronto, Canada.