Finding Elegance in a Handful of Nails

By Michael Tatham Jr., President, The Tatham Group

I started working in the company at what I thought was the lowest level – producing training materials and processing customer orders. What I learned in this role were the key components to the success of any company: there is no role more important than one that services the customer, the more simple a process is the more elegant and everyone plays a critical part if the company is integrated.

More importantly, I learned the critical success factor for our company over the past forty years: our human nature leads us toward complexity. It is the desire to please, challenge or prove worthiness; the creation of rules, roles and processes to make ourselves feel special; the fear of losing control that creates a convoluted path to the customer receiving what they need; inability to accept and admit failure in order to learn from it; and many more. Since birth our environment has reinforced these behaviors making it difficult for us to change to an environment of success that requires less resources to maintain.

What Do Customers Know?

By Doug Powell, Senior Vice President, Wachovia

The Customer: Part II of III

What’s your favorite product? What’s your least favorite product? Why? We’re all customers and we all like to think that we know something about something, right? In Part I: “Knowing your Limits,” I noted how important it is to talk to the customer and that if we don’t we’re liable, and likely guaranteed, to develop functions in our products that customers don’t want and miss functionality that they do want. Talking to customers is an essential part of building quality into our products and services.

“But wait,” you say. “I’m a professional in my field, have years of experience, I do talk to customers and I know the industry. I know what customers want.” Really? OK. And I’m not calling into question anyone’s experience and intelligence—the business world is full of smart, hardworking people who know their business. Besides, almost everyone at some time or another has said the phrase “Customers don’t know what they want!”

Knowing Your Limits…What Do We Really Know?

By Doug Powell, Senior Vice President, Wachovia

The Customer: Part I of III

I enjoy working on my house.  This is a good thing because the person I bought it from (also the person who had it built and, I think, had a direct hand in many of the ‘finishing’ touches) only did about a C+ job on most of it.  I fully realize that this level of craftsmanship (yes, craftsmanS-H-I-P) ultimately allowed me to be able to afford my house on a new, single income, with little real equity, having just relocated after a career move.  Yet each time I get into a project, I inevitably find a lack of attention to detail that reminds me of why I have to redo the work myself, causes me to shake my head and utter the words “how in the world did he think this was quality work?”  As you have no doubt read elsewhere on this site, I have found a very stable process.

Listen. You’re Not Hearing Me.

By Michael Tatham Jr., President, The Tatham Group

Good morning. So and so speaking, how can I help you?

I have a problem with my wireless service. Insert any problem.

Can I have your account information?

Give account details.

Now, what was the problem you are having?

Restate problem.

I’m sorry I can’t help you.

Spend 30 minutes trying to convince them otherwise and when frustrated ask to speak to a manager.

Of course. One moment please.

Wait on hold for 20 minutes.

Good morning. So and so speaking, can I get your account information?

Restate account information.

How can I help you?

Restate problem.

I’m sorry I can’t help you.

This is a reasonable request. If you can’t help me I’m going to have to switch providers.

OK. Should we cancel your account or just suspend it until you get the same service elsewhere and come back to us?

If this is familiar to you, you must be Canadian and a victim of the RoBell dilemma.

What’s your ripple effect?

They say if a butterfly flutters its wings in Brazil, it creates a breeze, then a wind, eventually fuelling a storm on the other side of the world. Commonly known as “The Butterfly Effect”, it suggests that everything is connected to everything; where even the smallest change can have enormous consequences.

“Anyone who runs a business should see where our garbage goes,” says Remi Cormier, president of R.Environs, a sustainable landscape design company. “It will change the way you manage waste forever.” On a cold, rainy afternoon, we’re driving through mounds of debris. The smell is so putrid I clamp my nose to suppress my gag reflexes from actually doing their job.

Six months ago, the young entrepreneur challenged me to visit the city’s landfill so I could see what happens when my trash lands at the curb. He argued that, “Even though we’ve found creative ways to deal with waste, it’s not enough. Real change happens when we see how all of our actions are connected.”

The Process of Responsible Gastronomy

By Laura Malin, Executive Chef, The Tatham Group

As the executive chef for The Tatham Group, my approach to social and environmental responsibility is to trust in and respect one very special process: the process of nature. I’ve done this by believing in the following principles: consider the environment first, respect the seasons, support local and organic farmers, educate your customers and never underestimate their palates. In the end, they will know a good thing when they get it.

Doing the right thing for your business…

…MEANS DOING THE RIGHT THING FOR YOUR CUSTOMER FIRST

One of the fastest growing priorities in the business world today is how companies can be more responsible. Even though people want to produce cheaper, faster, better and more efficiently, many are also asking, but at what cost?

In fact, the world’s collective consciousness is waking up to the enormous impact that capitalism is having on the environment and society. More and more, we are choosing to support companies that reinvest in the community, rather than those who simply seek profits.

Here’s a tip about customer service…

Last December, I was whisked off to the Caribbean for a week-long birthday vacation. Truly – there was no better way to celebrate my birthday than sipping a Corona on a pristine white beach off the coast of Mexico, while listening to waves crash.

There was, however (and there always is a ‘but’), one small detail that put a damper on things: all the extra hidden costs!

We signed up for a promotion that touted this great deal: for the bargain price of $800 USD, two people could stay in Florida for two nights, take a four-day cruise to Mexico and then spend one more night in Florida. The only catch was that we had to get ourselves there and listen to a time share presentation. “No sweat,” we thought, and off we went.