Showing posts with label Twitter. Show all posts
Showing posts with label Twitter. Show all posts

Sunday, 25 March 2012

A Nation Under Sedation: Are we soaking in the warm bath of mediocrity?

Morgan Freeman at the Cannes film festival.
Morgan says, 'Get up, Move Faster' (Photo credit: Wikipedia)
This week I had the privilege of being an invited guest at a Wales Management Council debate on whether Wales as a nation lacks ambition, whether the country as a whole is hungry enough for success. 

This question, set by fellow guest Dr Paul Thomas whom many of you will know from his TV series ‘The Business Doctor’, caused, as I’m sure you can imagine a passionate and emotive discussion around the table.  Clearly there is passion in Wales, particularly amongst business leaders and educators it would seem, but what about in the wider populous?  Can we really say that a whole nation lacks ambition without sinking into national cultural stereotyping?  And if we can, what might be the reasons for this mediocrity complex?

That's perhaps a set of questions for another day, as it’s not the purpose of this post to focus on Wales per se.  That's because I believe this is as much a personal issue as a national one, so rather I want to consider what might make individuals and groups be willing to settle for a Status Quo that is not moving them forward in any way.  Why would we be settling for a life of routine comforts instead of looking towards a future that might be brighter in many ways?
This is where the Freudian psychology might come in…Freud’s Pleasure Principle suggests that it is human nature to move away from pain and towards pleasure.  This is not a simple dichotomy, however, as some pleasure is gained through pain...through hard work, through struggle and suffering (those of you who are working towards a major life-goal, a PhD, bringing up children, setting up a business, will know what I mean here).

But what if there is no real pain in our life?  What if it's all pretty comfortable as it is?  What if we know that the safety net of the state will always pick us up if we fall over, and what if moving towards something different, towards a different set of life goals, towards a successful, fulfilling future, actually requires us to go through some of that pain to get there?  This is where inertia sets in.  We settle for the comfort of mediocrity, the restful state, and it seems to me this warm bath of mediocrity is an easy place to be, and for many an easy place to stay.  It's like living under sedation.  

But what kind of life is that?  Is it really so great to stay in your green and pleasant land when there is suffering in the world that you could be helping people out of, where there are challenges and opportunities to make the world a better place - where you can contribute?  What a shame it would be if you died tomorrow and your only contribution to society had been in the form of taxes and putting your small change in a charity box.

One of my favourite phrases in life is ’push on’ – I use it in my self-talk when I know there is pain ahead but it will be worth it.  When I’m walking long distance and we’re nearly at our goal destination for the day, I'll often say ‘let’s push on’ to the next check point – so we’re ahead of ourselves for the next day.  This is about attitude – it is, quite literally, about ‘going the extra mile’.  If you consistently go the extra mile, you can consistently achieve more than you, or those around you, thought possible.  And, if you get exhausted, if you fall down, if you fail…you just take a moment and then you get up and push on again.  

Another of my favourite phrases  is from the movie Robin Hood, Prince of Thieves (yes I know).  In the film, when Robin is knocked down in a fight he asks his friend Azeem (Morgan Freeman) for some advice. Azeem simply says ‘get up; move faster’, and this is what I say to myself whenever I fall down or fail at something.  Just pick yourself up and do it better next time.  We can all do this if we're willing to go through a little short term pain in order to achieve the rewards we dream of, but so many people don't...and if you're one of those who don't...maybe it might be worth jumping in a cold shower for a minute and asking yourself why?

And as for Wales as a nation, I know there are passionate people here, people who want to ‘push on’ just as I do, but there are also a lot of people for whom the Status quo is just too comfortable.  As a nation, perhaps we also need to get out of that warm bath of mediocrity and give ourselves a blast of cold water to get us moving again; we need to listen to Azeem and pick ourselves up and get on with it, quite simply, we need to ‘get up; move faster’.

The Wales Management Council is seeking to raise the voices of business and educators in challenging government to create a Wales that is hungry for success; a Wales that has passion beyond the cultural and sporting fields, that has passion in business too – in short, a Wales that has its ‘hwyl’ back. Being a small nation doesn't mean we have to think small... and so the Council is developing a strategy to engage government and policy-makers on this vision and ambition for excellence in Wales – you can discuss and support the campaign by joining the debate in their LinkedIn group or by following them on Twitter @walesmanagement.
 
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Saturday, 29 October 2011

The Death of the Electronics Salesman


Today I tried to buy an iPod.

Tried, and failed.

Why?

Pike Place Fish Co., 1978Image by Seattle Municipal Archives via FlickrBecause the sales staff in the three stores I went to just didn't want to know.   It was a somewhat surreal experience for me.  Normally I shop for electronics online, but today I wanted to buy a product and use it today.  I was a willing customer, ready to try out the products and with money to spend, in fact I could probably have been persuaded to buy a more expensive version than the one I went in for. However, I was treated with variously, disdain, disinterest, and downright disrespect.  Not only did the retailers make no effort to locate the product I wanted (which was out of stock), but they lied to me about the reasons and made no effort to sell an alternative, order one for  me etc. etc.  All the things a motivated and engaged saleperson might do.  Several of them even failed to make eye contact, and I'm pretty sure I saw one of them roll his eyes at having to break off a conversation with a colleague to serve me.  My reaction in such cases?

Walk.

Then Tweet.

Then Facebook.

Then blog.

What does this mean for the company?   Reputational damage, lost sales, wasted showrooms. Haven't electrical retailers got enough to worry about with the threats to their businesses from their online competitors, without actively discouraging sales in their stores.  Haven't they got enough PR problems without causing potential customers like myself to have a little rant about their poor service online?  It seems not.

The eerie quiet in both Currys and Comet was telling.  Not only have they lost out on price to the online stores, but it seems they've given up on service.

It makes me wonder whether the Internet is having far broader implications for business and business skills than we've even imagined.  If we lose our ability to engage as humans in a sales process, then I think we've lost something of value in our society.  Don't get me wrong, I can't stand being pestered by pushy salespeople.  Neither do I expect sycophancy and obsequiousness.  What I expect is to be treated with respect, to be able to buy the products I want with good advice, and for buying to be a pleasurable experience.  I work hard to earn my money, and every now and then I'd like to enjoy spending it.

So, what have we lost?  Well, it's not simply salesmanship that we're losing - it's a service culture, and more than that a joy in our work.  Clearly the employees in the places I visited this morning lacked any sense of responsibility, pride, and equally clearly they were not enjoying their work.  They didn't even seem to be working on any incentive system based on sales.  I am incredulous because I know it doesn't have to be that way.

Back when I was a student I worked in a soulless out of town shopping centre as a sales assistant for a major fashion retailer.  The hours were long and anti-social, the pay was rubbish, the staff facilities cramped, and taking all this into account it could have been an incredibly boring and unrewarding  job, but it wasn't.

Why not?

Culture.

Plain and simple.

The company used to train its staff using the Pike Place 'FISH' principle.  If you haven't heard of this, take a look at the video of the Pike Place Fish Stall at the Seattle Farmer's Market below.  The method is based on making work (and particularly sales work) fun, friendly and social for everyone.  The customer gets a better experience, the staff enjoy themselves and are motivated; it's a win-win.  I was not a natural at selling, but thrived in this environment where everyone had shared targets and we were incentivised as a team.

Where has this emphasis on service culture gone?  Certainly in our major retailers it seems to be lower and lower on the list of priorities.  It has driven me back to buying online in this case (I refuse to buy from a company that treats me badly), but I wonder also whether it offers an opportunity for independents.  Those who can, and want to, add value by training their staff well, providing the best customer experience and therefore helping people spend their money in the ways they want to.  I'll certainly be first in the queue...


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