Is Your Business Becoming A Newspaper?

Sunday,November 1, 2009 started just like every other morning of the week. I woke up and turned on Fox and Friends to get the latest fair and balanced news. The first headline I heard from Alisyn Camerota (the weekend anchor) was that Abdullah Abdullah had dropped out of the presidential race in Afganistan. An hour or so later I sat down to read the Sunday paper and the first headline I notice said, "Challenger poised to quit race", another story about the Afghan presidential race.

I'm really not following Afghan politics that closely but I couldn't help notice the difference in the two headlines and how much they resemble the state of some businesses.

For a moment forget all you know about the biased press being on the ropes and focus on the difference in the Fox and Friends headline and the newspaper's headline. Even with all the advance since the invention of movable type the paper had to go to press long before Fox had to go on the air and that time delta was the difference between reporting what may happen and what had actually happened.

The paper's overall business strategy may be sound but it has been overtaken by market forces that they failed to recognize, analyze and heed (sorry but I just couldn't make that last word rhyme). Did newspapers fail to understand the impact that electronic media would have on their overall strategy; assuming that is,their strategy included providing accurate and timely news. Had they not been rigidly myopic could they have switched to a different format that would have allowed then to continue to thrive alongside twenty-four hour cable news?

I can't accurately comment on the eventual downfall of newspapers except to wonder if their commitment to succeed in a shifting marketplace will lead to their failure, in need of a bail-out as it were. It happened to Sony twice. Once with the Batamax and the second time with the Discman. Both times Sony had a sound strategy and both times the products performed badly. Both times a shift in market demand or technological advancement did them in.

So what does an organization do? Should they change strategy to account for every change in their market regardless of how small? What if the change in the market turned out to be a rapidly passing fad, an annomoly? The Harvard Business Review once quoted a Boeing executive as saying that (because of lead-times and retooling etc)you bet your company with the decision to produce the next generation of aircraft. When you set your strategy how do you keep from betting your company?

There needs to be one person or one consultant inside of every company to act as a devils advocate or disruptive force. It would be their job to identify all the potential seen and unforeseen forces that could lead to a serious puncture wound to your plans, study them to the point that the list could be prioritized based on probability and other common risk variables, a build contingencies based on their occurrence. In this way you wouldn't be caught by surprise and you would know where to go to get additional expertise to make a rapid, yet well thought out, change. This person wouldn't necessarily be the best loved guest at the company picnic but they could very well save you a bundle of money.

Don't get caught setting type when the cable company goes flying by.

Read more!

Sales and Misspelled Words

I've come to the conclusion that, in some cases, there is a parallel between coaches trying to help a client increase sales and someone trying to find a word in the dictionary when they can't spell.

Generally when you asks someone how to spell a word they'll tell you to look it up in the dictionary. When you can't find it the person you asked begins showing you how to use the dictionary. Think about this for a second, I find it one of the dumbest exhibitions of human nature you'll ever have the opportunity to observe. Chances are that the person receiving the lesson in dictionary use knows how to use the book when they have some idea of what they're looking for but if you have no idea how a word is spelled finding it in a book organized around proper spelling isn't a quick task.

To me this is very much like the coach or sales consultant offering to help you increase sales; no one seems to have a plan or program that starts at the beginning. All that I've met and talked to offer improvement in your technique, approach or method assuming you have a technique, approach or method to improve.

My email this morning contained a question from a LinkedIn contact apparently floundering around looking for answers to the sales improvement question. They were looking for someone to show them the starting line or someone with a technique, approach or method they could hire to sell their company's product or service.

I felt compelled to respond to their plea because I've been in the very same situation and continue to have many of the same questions. Unfortunately for both of us I had no answer other than to show him how to use the dictionary and ask that he share any rejects that contacted him.

Read more!

It's Never As Easy As They Claim

Nothing is ever as easy as everyone would have you believe. Telephone systems that are supposed to efficiently route our calls will soon necessitate adding another key pad to the average telephone to accommodate all the possible choices. Fast food is no longer fast and by the time you get through the drive-up window at the bank you've missed a payment on the bills you were putting the money in to cover.

I recently received a gift certificate to Barns and Noble (the certificate was from Vocus, an excellent product, check it out). When I got the certificate in an email my first thought was that I was caught in a fishing expedition. After I checked it out and found that it was in deed a real gift I went to the Barns and Noble site to put it to use. When checking out the B&N system took the certificate number but didn't show that the gift was deducted from my total purchase and asked for a credit card. Now I would have bet that I was the victim of a trick or had just bitten the hook.

To ensure all was still well I tried to call the B&N number provided on the check-out form. As you may have guessed I got a recording and the opportunity to select from a number of choices. The first set of numbers led to another set but with a little perseverance I finally got to talk to a human who ensured me that all was on the up and up (I didn't need the credit card) and that I should call later to verify that the certificate had been applied,

After waiting the allotted time I called back, went through the options drill to get through to a human, and that's where the second half of the fun began. I was asked to supply the order number, my name and address, the billing and shipping addresses, my email address and the name of something on my order. I would have offered a DNA sample but figured that after that verification fiasco I would probably be too old to read and couldn't pay someone to read to me because my money was still being processed by the bank.

Yesterday, I tried to set up things so that notice of my blog entries would be posted to my Twitter account. That simple and easy procedure took over two hours and never verified that it had been done correctly.

I think I liked a lot of things when they were harder to accomplish.

Read more!

A Little Education Can Be A Painful Expereince

I completed a Price To Win class presented by Shipley Associates last week. It was definitely a good class that provided useful information. The instructor, David Murphy, presented the information is a clear and concise manner. Unfortunately I couldn't help thinking some of the folks in the room were being set up to experience a whole boatload of pain and aggravation.

It's the same old story. Most will go pack to their respective companies with this new found knowledge and they'll want to apply it. Too bad they didn't hear the part about gaining senior management support, begin the process well ahead of the proposal and continue supporting the process between proposals.

The problem isn't Price To Win and it isn't Shipley. I am a vocal advocate for the Shipley Proposal Process, all ninety six steps. The problem rests on the desk of the very senior manager that we're looking to for support. It manifests itself as finite resources chasing infinite opportunities and internal organizations allowed to focus on themselves rather than on the company. You can try to institute the 96 Steps, Price To Win, Inventory Control or the latest best accounting practices but no process will reach it's full potential or return the greatest value until it becomes part of a totally integrated organization.

To play a broken record and pound a familiar drum; the greatest return on investment can only come with a return to the very basic foundation taught in every business school:

• Define the company goal and assign responsibility for their achievement to the lowest possible level.
• Ignore opportunities that are out of line with the company's vision and mission or pursue them only after much discussion and only with a detailed plan.
• Enforce cooperation between business units by making it an integral part of their performance reviews.
• Hire people that embrace continual improvement and fire those that don't.

Without an integrated approach those you educate will continue to face a frustrating work-life and you will never find the real weak link.

Read more!

Sometimes Employees Might Be Good To Have

I'm what you might call a micro business, well below what one thinks of as a small business. If I get any smaller I'm out of business. Dan Light Consulting without Dan Light closes the company. I'm not complaining mind you, I decided on a one man firm when it all started in 1990. Since then I've had the standard complaints about the peaks and valleys and lack of respect because some people equate capability with size but by and large I never wanted employees. Wednesday was one of those rare occasions where I second guess myself.

I got out of bed Wednesday ready to face my average day and until early afternoon the average was, well, average. Plenty of work to do at a slightly less than hectic pace but nothing unusual. Then the call came. It was a client in Puerto Rico and they needed help starting yesterday. The race had officially begun.

Now at any pace the work load increased drastically. I had to meet all my commitments for this week and set things up so that I could meet the future two weeks commitments without having all of my normal resources at my finger tips. The there was the new work and I had to make travel arrangements. Everything shifted into over drive.

After wrestling with shifting airline schedules, hotel reservation desk that didn't speak English and Hertz having no cars available I finally arranged to be on site the next day. Little did I know that things were going from bad to worse starting with my trip to the airport the next morning. Coming toward the finish line I'm officially operating in hyper drive.

At 4:00am I was up and ready to taxi to the airport. In all fairness let me say that the taxi company and my driver were local so I can't rant about foreign natinals, unless you count Warrenton, Virginia, 50 miles outside of Washington, DC foreign. In any case, the taxi was late, the driver wasted my time and money sitting in the drive way trying to attach his GPS to the windshield. As we approached the airport I thought I was dreaming when I heard someone ask if I was arrival or departure.

After thinking of a wise ass response I found I was too sleepy for all that fun and informed the driver that I was departing. Getting out of the taxi I found that the driver was also unfamiliar with the concept of receipts. What else could go wrong; NTS. I checked and headed for my gate but security stood in the path of progress.

I always set the alarm off with my artificial hip but I don't always get a total moron as a screener. After wanding me he had to pat me down because he couldn't trust his instrumentation. I didn't bother to ask why we didn't go to the pat down in the first place. Once through it was on to the plane and a nice first class seat and treatment.

The flight went well, for me anyway. Unfortunately, it wasn't as uneventful for my luggage. I couldn't find my non-stop flight so I settled for on stop. What could possibly go wrong? As I stood at the baggage carousel until I realized I was alone and my bag wasn't going around in circles. Fortunately the bag was located when I was only half way to my final destination so I went back to get it.

Back on the road I learned that the GPS and I had a different understanding when it came to turn right. I thought it meant turn right now not later. I was lost in the wilds of Puerto Rico for over 7 hours.

When I go to my hotel I thought, "It sure would have been nice to have someone else to send on this trip or to make my travel arrangements. Fortunately, this isn't an every day occurrence. I wonder what will make me want employees the next time. I don't think I can go through this again.

Read more!