Fight Fire with Fire

CM2009_Fire.png

One of my more enthusiastic colleagues came up with “We need to fight fire with fire” in a presentation this week. My first thought was song lyrics, but he wasn’t singing.

The phrase means to use the same tactics to defeat your attacker (or in this case competitor) as they used on you. But where did it come from?

It turns out to be very literal. Settlers to the US would burn controlled fires to deprive any forest fires of fuel to prevent their spread. A modified method is still used in forest management today with firebreaks forming ribbons of grass through forested hills in North America, Australia and New Zealand.

It’s not a term I often hear used in a work context, it seems a little childish or petulant somehow, but in its original context it makes perfect sense.

Image FHR_Fire(164) /Alex Miroshnichenko/ CC BY 2.0

Twitter for Executives

It’s the latest fashion, everyone is on it, it’s in the news. Is your CEO on Twitter?

And a tougher question, should CEOs be on Twitter?

Yes – but with a caveat, Mashable has come up with the “5 Habits of Successful Executives on Twitter” (I think they mean 5 Habits of Executives Who are Successful on Twitter, but I forgive them). There list includes

  1. They are their brand’s conscience
  2. They don’t sell they share
  3. They are real human beings
  4. They write well
  5. They commit

It’s a good list, as far as it goes, I’d add that they need to have something to say, and what they say needs to match the brand. Of course the CEO’s personality should already be congruent with the brand – but that’s not always the case.

7 Signs You’re in the Wrong Job (Version 1)

1 You don’t ever read anything in your field outside work
If you’re a professional in a career you love you will, without really trying, pick up books, magazines, or follow blogs in your field.

If you’re say, a project manager in a software company and you find yourself reading about alternative energy solutions and green economies all the time you’re in the wrong job. True story – a friend was managing a group of techies and not liking it much, after much soul searching he figured out he was more interested in the environment.

He’s off to Africa next month to manage a project that will bring sustainable energy solution to a village. It’s a huge change, but the right one.

2 You really don’t like the environment
Animals and plants specialise to suit particular environments, transplanted they don’t do so well unless you can recreate something of the environment they are used to. People are the same, we function best in particular environments. Some like natural light, some like chaos, some like the certainty of the same desk every day.

Many years ago I was writing a thesis project in a tiny office on the top floor of a 17 century canal house in Amsterdam. I got a kick out of the location, but the building was a little wonky, and there was a very gentle slope from the door to the window. I had a chair with wheels on it, so I either had to keep my feet on the floor, or roll slowly down to the view. Quirky. A friend visited me and experienced the roll, and told me he could never work there. He shouldn’t. The sloping floor was just one sign of the service level in the building, one sign of how things worked. I took it in my stride because I had what I needed to work. He would have been frustrated at so much of what the place offered. He belongs in a different environment.

3 You don’t like how people dress, your personal style is very different
The way people dress is part of the company culture, I work in the corporate office – most of the people around me are in suits, if you’re a jeans and whacky t-shirt kinda guy this won’t be the right environment for you.

It’s not that clothes themselves are so important, but the clothes say something about your personal brand, it’s the visual expression of your values.

If your personal style of clothing is very different from the company clothing standards, then your personal values might also be very different from the company values.

4 You find ways to avoid doing what you were hired to do
Avoidance can take many forms;

  • you’re late arriving and early leaving, or stretching your lunch hour
  • you’ll take sick leave for more minor complaints than usual
  • you find yourself taking on more and more projects in other departments, partly to do something different, but also with a long shot  – just to get out of the door
  • you’re happy to schedule dentist appointments in the middle of the day, just to get you out of the office

Sometimes it’s temporary but a long term pattern of avoidance is a sign that you’re just not that into your job. I’ve seen it in a member of my old team, he’d arrive late and later – but rationalise it by “work home”. Work that did not seem to get done. There was a lot more going on but it was a clear sign that things were not going well for him in that role. He’s now started working for himself, I hope that’s a better option for him.

5  you loathe questions on your job in social situations
If a stranger asks what you do, at a party or event, do you mumble and answer and shift the conversation back to them?

As a professional you should be able to speak with pride about what you do, you should be able to say something interesting about it. If you shy away from these questions ask yourself why.

And if all you do at parties is talk about work you need to find some better parties to attend.

6 You’re doing the same work you were doing when you were hired, 6 years ago

In most professional careers there’s an expectation that you’ll move up on a regular basis, if there’s been no change in your job in terms of the content of the job or the level or responsibility you need to look at why. Maybe you’re not ready for the next step – in which case look at coaching or training. Perhaps there just aren’t further opportunities at your company – in which case are you prepared to change company? Or maybe you’re just never going to make the grade for further promotion and you really need to rethink your career plans.

Of course in some jobs, such as artisans or highly specialised roles where depth of knowledge is hard to acquire, this is not an indicator that you’re in the wrong job, you’re deepening your expertise and loving what you do.

7 You feel like a different person at work

I think we all adapt ourselves a little for work; but if you’re really not yourself at work, if you are acting or putting on a persona all the time, then there’s something wrong.

This is perhaps the hardest sign to read. We’ve got vested interests in staying where we are including money invested in education, time spent acquiring knowledge, a network and a reputation.

Not seeing this sign, and not acting on it, costs a lot of energy. It means, sadly, that we won’t be able to reach our full potential.

Yet, this might be the clearest sign of all.

Images
books Book collection/Louise McGregor/ CC BY-NC 3.0
office chair Office chair, office chairrrr. /Ollie Crafoord/ CC BY 2.0
backwards suit ?
avoid train IMG_1656 /Sir Mildred Pierce/ CC BY 2.0
pool party Third Annual Pool Party /Peter Dutton/ CC BY 2.0
hour glass Falling time /Samuel John/ CC BY-SA 2.0
Venetian maskVenice-mask-2 /Simone/ CC BY-ND 2.0

Customer Experience

We’ve evolved from speaking about “customer satisfaction” to “customer experience” to “customer delight”.

It’s not an “or” question, you can’t delight your customers if you haven’t already satisfied their needs, but according to a Harvard blog one US bank has been trying to substitute coffee and comfortable chairs for efficient transaction service.

The blog points out that the people with the most banking expertise are now greeting visitors, I’m sure that was well justified in the consultant report. I imagine the logic went something like “you’re in this banking crisis, people don’t trust you, they way to turn that around is come out from behind your desks and talk to the customers”. It’s not necessarily bad advice in the conceptual sense – banks and financial institutions are seen as untrustworthy, and research indicates people don’t ask for advice in part because of a perceived distance issue.

The problem is in the execution. Most customers can do everything online, so if they’ve made the time to come into the bank it’s because they have a more complex transaction, or an problem that can’t be solved online. In short they’ve come into the bank for the bank’s expertise.

Customer satisfaction would be around accurate and efficient delivery of the expected service.

A positive customer experience would be around short waiting times, professionally friendly staff, comfortable surroundings. At this point you can earn trust, you’re doing the right things in the right way.

If all of that is in order you can then, and only then, delight me with a cup of really excellent coffee.

But you can’t skip the satisfaction and the experience and expect a customer to be happy because you’ve made my long wait for service more pleasant.

I can get coffee at a cafe – that’s not what I’m coming to a bank for.

Image coffee via pixabay

Words Matter

Have you had to read something twice because it really didn’t make sense? Or struggled with sets of instructions to assemble your newest coolest toy? Or been stymied by jargon, legal or technical terms?

How we write matters, our choice of words matter.

I’ve been writing about business cliches this year, there is certainly plenty of material.

I came across a manifesto from Change This on this subject, called the Gobbledygook Manifesto it sets out to encourage marketers and PR writers to write well, and to write with the customer in mind.

Gobbledygook is an English term used to describe nonsensical language, in the manifesto its the language of press releases that comes under scrutiny. Some of the most common terms found are “next generation”, “ground breaking” and “cutting edge”. Clearly not everything can be all of those things.

The Gobbledygook Manifesto is not new, but the lessons still stand. Think of your buyer not your product, keep it simple, and integrate your written marketing materials with your marketing programme.

Image words via pixabay

Good Manners Online

Wired Magazine has published “How to Behave: New Rules for Highly Evolved Humans” which goes a little further than warning you not to tweet/post in all capitals, in fact it goes further than just online behaviour.

There are 34 rules, which seems a lot to remember, and some I don’t agree with – but then I’ve never been overly rule driven.

I like Don’t Work All The Time, and I try to apply it – but I like what I do and there’s a lot to be done so the temptation to stay and do more is pretty high. Ignore Your Ex on Facebook is logical, although I think I’d extend it to all social media. Meet Online Friends in the Real World, done that and for the most part the people were exactly as I’d expected. It sometimes becomes awkward if you’re trying to explain to real world friends where these random people came from. There’s a helpful guide to choosing a ringtone, and a timely reminder of how our personal space has changed.

The article goes well beyond good manner online – but if you want to assess your online manners try this quiz on netiquette.

image rules

Flying Green with EasyJet

I’ve just booked flights on EasyJet, and with a click I could offset my share of the carbon production of the flight.

Guilt free flights at the click of a button

 

 

When I fly for work my company offsets the carbon produced, but this is the first time I’ve been able to do it on a private flight.

I think it’s great, they’ve chosen UN certified partners for the carbon offsetting and are trying to do it at minimal cost to the customer. Their carbon offset programme seems to be reasonably well thought through.

They’ve been in trouble for some of their claims, apparently they referred to their flights as being lower carbon emitters per person than  a Prius. A pretty wild and easily refuted statement. However very few cars emit carbon at anything close to the 104 g/km rate quoted for the Prius, most people are driving cars at a higher emmission rate. So while the statement by EasyJet was incorrect, the concept behind the comparison was not so far off.

I know there’s a lot of “greenwash” out there, and people could argue that the company should avoid this externality and just pay for the carbon emmission themselves. However this seems like a really easy way of letting the consumer make greener choices. It’s too easy to demand that companies become carbon neutral but the forces us to put our money where our mouth is. I like it.

EasyJet could impress me more by showing me some statistics on how many people on my flight have paid for their emissions, and some overall reporting on how many people choose the option.

 

image aeroplane via pixabay