Thoughts and observations from a Life of Adventure with Corporate Explorer Training Founder and CEO, Kerry Ward.
Thursday, December 16, 2010
I've lived in North Vancouver for 6 years now. And for the last 5 years I've been running most days at lunch with a group of friends who work at a large company near my house. We run all over the North Vancouver area Monday-Friday. These guys are good people and talented runners.
The areas we run are through some of the more commercial/industrial areas and along some of the greenbelts and local creeks. This is also the place where a lot of the local homeless bottle collectors hang out.
They usually acknowledge us as we pass by. Sometimes there are two of us, sometimes there are eight of us. Their numbers vary in a similar fashion. They are often either pushing a shopping cart along with returnable bottles and cans or sitting next to one of the local creeks, MaKay, or Mosquito drinking and smoking.
One guy in particular ALWAYS shouts at us, "Lift those knees, in through the nose, out through the mouth". He's our defacto coach and we always share a laugh after passing him and his crew.
A local film maker is an ex-snowboarding film specialist who found himself in a wheelchair after a car accident. He was inspired and touched by these guys, who bomb some of the huge hills riding their shopping carts in a exuberant flights of fancy. They can hit 70kph while negotiating turns, traffic and pedestrians.
In any case, I'd heard about the movie, Carts of Darkness when it came out. Never saw anything more than a clip or teaser, however.
Watched it straight through. I know all the places well. A segment is even shot 100 meters from my front door.
Interesting to open a doorway to another world that is overlapping with my own. Coexistence is a trippy thing. Next time I see my coaches, I'll be looking a little bit closer at them.
According to the BBC news, there’s usually only one country in the developing world to score at the top of the Happiness Index.
And that country is…..drum roll please…..Costa Rica. (Maybe the “Pura Vida” or “Pure Life” gave it away if you know your Central American trivia.)
Costa Rica ranked #1 out of 143 countries on the Happy Planet Index, with the highest life satisfaction of anywhere in the world.
Turtle Island Dive Trip
There’re several countries in Central America that on the surface seem similar to Costa Rica. Many have similar lakes and volcanoes, beaches and tropical rain forests. Nicaragua has a similar number of people as Costa Rica, about 5 million. So why is Costa Rica the only one to score highly on the Happiness Index?
Even Costa Rican dogs are in on the happiness thing!
A clue may be found in the 2010 Environmental Performance Index, published by Yale and Columbia Universities. Costa Rica ranked #3 out of 163 different countries. Only Switzerland and Iceland came in higher. The United States ranked #61.
The Environmental Performance Index looks at environmental public health and ecosystem vitality.
Is Costa Rica perfect? No. But consider that:
Costa Rica has gone against the trend of losing forests.
50% of its land is now covered in trees, vs. 20% in the 1980’s.
Over 90% of Costa Rica’s energy supply comes from renewable sources.
Costa Rica is home to more than 1,000 species of orchids and 850 species of birds.
But it goes deeper than the physical environment:
Costa Rica has no army; it was abolished in 1949. The government has poured money into books instead of bullets.
The literacy rate in Costa Rica is 94.9%, one of the highest in the world.
Costa Rica is the only Latin American country included in the list of the world’s 22 older democracies.
With a per capita GDP a fraction of the United States, Costa Rica’s health care system is ranked higher.
Costa Rica is cited by the United Nations Development Program as one of the countries that has attained much higher human development than other countries at the same income levels.
How many places in the world feature real estate signs like this?
Many analysts attribute Costa Rica’s happiness to its numerous social and educational programs and strong social networks.
So is it a coincidence that Costa Rica consistently ranks near the top of both the Environmental Index and the Happiness Index?
Considering their land is similar to the land of other countries in the region, Costa Rica is doing something with their environment, both physical and social, that is creating the difference. So what are the factors that make a difference in one’s environment?
In applying this model to the business world, what are the ways a company can change their environment in order to stand out from the competition the way Costa Rica stands out in the region?
Does changing communication within a company change its environment? How about effective feedback? What about time management and leadership skills?
CET has been exploring these issues with businesses across Canada and the United States; bringing high energy, interactive and engaging programs to the corporate workplace.
We all interact with and influence the environment around us, consciously or not. So what are some of the ways you can impact and influence your environment in order to create the results you desire? At the end of the day, aren’t we all striving for “the good life,” however we define it? Pura Vida has been associated with a country but it’s really a state of mind.
In a business or organization, you could translate this into an 'engagement index'. Are people happy at work? If so, you are probably creating a great environment for them.
If not...... well, we can help you with that!
Tuesday, November 16, 2010
A Brilliant Way to Raise an Organization's Profile - And You Can Do It, Too!
What is the primary struggle for a non-profit organization? Raising money.
With a very limited budget (and a great sense of fun) you can make a HUGE impact on how many people know about your organization. It takes a very creative approach, however - and a modest degree of risk.
Here are a couple prime examples of organizations that have successfully undertaken just such fresh and effective approaches using the power of viral videos. I'm betting these videos have made a huge difference in their pocketbooks.
Big Cat Rescue, a non profit educational sanctuary, is devoted to rescuing and providing a permanent home for exotic (i.e. wild, not domestic) cats who have been abused, abandoned, bred to be pets, retired from performing acts, or saved from being slaughtered for fur coats, and to educating the public about these animals and the issues facing them in captivity and in the wild.
Combine the timely influence of a holiday, like Halloween, and the interesting juxtaposition of huge orange squashes and huge orange cats and you've got a winner. Check out the view count of the video below. Watch the cats play and appreciate another species undergoing a great, simple Adventure of their own.
What are the key elements that make this video a success?
A simple concept - kitties'n'punkins
Catchy editing - no malingering - cut down your footage to the minimum adequate for telling a story
Good musical score - watch the copyright issues
A reason to share - we all know how many people send around cute animal emails .....
An unusual set of circumstances - tons of pumpkins donated and a collecting of awesome critters
I'm willing to go out on a pumpkin adorned limb and say that the success of their videos has been a fundraising bonanza. In fact, if you liked them and support the cause consider sending a little donation their way. Better yet, ask your company to sponsor them.
Can any organization do this?
Yes, with the right approach (hint: it has nothing to do with hiring a PR company). Given a little bit of latitude, your people are the best way forward. Just give them the ball.
The best way I know to kickstart this process in your group is Corporate Explorer Training's Outstanding Performance Art Program. This is a dynamic and creative program that takes people through a a step by step process of how to create extraordinary results - just like Big Cat Rescue has done.
Formed in 1975, the Opera Company of Philadelphia has always been and remains committed to delivering outstanding productions of traditional and new repertoire.
Using a great sense of fun and an impressive scale, the Opera Company of Philadelphia has also seized on an intriguing holiday format for a video. It has garnered about a million views a week during the first two weeks it has been online.
With the crowded video market today, that is a noteworthy effort. And I'm sure their organization is reaping the rewards of attracting that much attention.
Success Factors:
Identifying a great location
Acquiring permission from Macy's to use the location
Selecting a proven popular song
Recruiting from other chorus organizations to help out
NOT making the video overly professional (and thus lifeless - less real, that is)
A giant pipe organ, 650 singers and an unsuspecting public make for a great spectacle - one worth sharing, for certain. Here is the video as an embedded YouTube video.
Here is another video of theirs that most likely showed them the potential of this type of approach. The scale is much more modest - 30 players vs. 650. But the concept remains the same. VERY successful Philadelphia Opera Video Watch this one, too, if you enjoyed the first one.
I love finding little gems like these. They prove my hypothesis that a little fun, Adventure and risk when employed in a positive and creative way can pay huge dividends.
So if you are in Philadelphia, patronize this opera. With photos like this on their site highlighting images from one of their productions, I'm guessing their offerings are as entertaining as their publicity!
So, think this approach has raised their profile? Certainly. Helped them fundraise? Absolutely. There is money in fun. I'd love to help you discover this for yourself!
Wednesday, November 10, 2010
Employee DIS-engagement
Imagine working for a large company for 30 years and STILL feeling like that company does not trust you. Welcome to Air Canada, where customers AND employees don't feel valued.
What would that feel like? Pretty bad.
I'm sitting at a gate in the Calgary airport waiting for an Air Canada flight. I fly a lot - as in for the last 3 months I've been on a plane an average of 4 times a week. I belong to every frequent flyer program out there - and some I like more than others.
Right now, I'm ready to scratch Air Canada off the list of preferred airlines. Here's why: they care more about rules than people. How sad and backward. Rules don't purchase tickets from them or consume their product (flight), people do.
My story started as I arrived at the airport after spending the day in Calgary working with a large software company on helping their people become better communicators. Upon my arrival at the check in counter, I'm given a concerned look. The airport is practically empty - there are no other customers in sight. The ticket I have is for the next day.
Communication Training Earlier in the Day
There are seats available on the flight, but my ticket isn't for this flight. The agent sends me down to the other end of the airport to the Air Canada ticket purchase counter. I grab my bags and head down to see what my fate will be.
Upon my arrival, I describe my situation. My 11 year old daughter is in Los Angeles awaiting my return so we can return to the Northwest together the following day. I can't wait to take the flight the next day. The gate agent, a somewhat serious woman who appears to be in her late 50's shakes her head at me.
She tells me that I will have to pay a $50 change fee and the difference in fare - based on buying a ticket right at that moment. I wince and await the news. In addition to the fare I've already paid, I will have to pay another $427 in fees to get on the plane.
This is my cue to appeal for leniency. Fat chance.
The fact that I am a heavy frequent flyer has no bearing on the decision.
The fact that there are available seats on the flight is irrelevant.
At this point, there is nothing in the Air Canada customer service manual that allows their agents to make a judgement call to handle a situation like this.
I ask if perhaps they could waive the fees. My dour faced agent, Pat, informs me, "I've worked here for 30 years, if I get audited, I could get in big trouble."
I express my concern for her and let her know I understand her position. She continues, "After working here for 30 years, Air Canada still doesn't trust me to make discretionary decisions like waiving fees when I feel it is appropriate."
Wow.
She offers that I can call the Air Canada customer service line to see if I can get any better result. She won't let me use their phone, however. I use my cell and quickly learn that there are extended wait times on hold and I don't have the time to spare. Dead end.
Nice.
In an age where great companies are all trying to ensure their employees are 'engaged', Air Canada appears to be doing just the opposite. Worse still, they appear to be more concerned with observing customer-unfriendly rules than looking after valuable customers. How long will their business last as they alienate both customers and employees?
Apparently, Covey's first rule of highly effective people, 'Be Proactive', is not in play. Air Canada doesn't appear to have handled the problems people have expressed on the site. Customer's dissatisfaction is something airlines should be doing their best to address.
United Airlines had a customer service debacle with a guitar that had been crushed in transit. After getting no satisfaction or relief from United, the guitar owner, a songwriter, posted a video that skewered the UA service. It has close to 10 million views. Here is that video.
Do you think that had an effect on the public's perception of United? You bet.
In my situation, I felt like Air Canada was taking advantage of me by essentially tripling the cost of my flight, which basically just meant one otherwise unoccupied seat was occupied. Better still, they had another 24 hours to sell the seat I would NOT be occupying the following day.
I would love to work with the executive team at Air Canada to give them the vision and direction to create meaningful customer relationships - relationships that would turn into long lasting relationships. People like doing business with companies that care.
Call me, AC! I'd be happy to give you a free consultation.
If you feel inclined to waive the fees I just got dinged for, I may be inclined to continue flying AC in the future. In the meantime, I'll be looking to Westjet to get me from YVR to YYZ in two weeks time.
This is the end of the conversation I had with Pat, who would have liked to have provided better service. You can hear in the tone of her voice how disempowered she is.
Right now Air Canada's chances of survival are directly proportional to the amount that their customers feel like they are cared for.
When your front line people (agents, attendants, etc.) are forced to adopt the role of a ‘heavy’ it spells disaster for your business’s future.
More and more it seems that the big (dinosaur) carriers are creating an adversarial relationship with their passengers.
MEMO: Hey UNITED AIRLINES!!
(For now), I’m your CUSTOMER - not your ENEMY!
Let me start off by sharing that I ought to be treated like an airline’s best friend. I travel a lot. And when I say a lot, I mean it. For example, in the past 25 days I’ve been on the following flights.
1.Vancouver to Edmonton 2.Edmonton to Vancouver 3.Vancouver to Seattle 4.Seattle to San Francisco 5.San Francisco to Vancouver 6.Vancouver to Toronto 7.Toronto to Vancouver 8.Vancouver to Seattle 9.Seattle to Houston 10.Houston to Ft. Lauderdale 11.Ft. Lauderdale to Houston 12.Houston to Calgary 13.Calgary to Vancouver 14.Vancouver to Seattle 15.Seattle to Washington 16.Washington to San Juan 17.San Juan to Chicago 18.Chicago to Vancouver
At this point, I have no allegiance to a particular airline; in fact I belong to pretty much every Frequent Flyer program ever created. I shop for fares based on price and convenience first – then brand second. The fact that I don’t have a particular loyalty might indicate that I’d be worth creating a great relationship with, right? I am exactly the type of customer I’d expect airlines to woo. You might expect that airlines would do their best to secure my continued business. But does that happen? Not by any stretch.
Why is it I feel like the whole flying experience these days is an adversarial experience? Airplane travel used to be a glamorous and classy experience. Nowadays, the process is burdened with inconvenience, ridiculous rituals, line-after-line and officious scrutiny. I’ve taken a half dozen United flights this month, for example. So I can offer these following experiences as evidence of how I feel like I’m on hostile territory when I’m ‘Flying the Friendly Skies’:
•Getting an early boarding pass printed online is now a minefield of pre-filled ordering screens with one purpose: to milk customers for more money for things like trip insurance, extra leg room in their ‘Economy Plus’ section, meal options and baggage ($23 for one bag on a one way trip, but a whopping $2 cheaper than if you pay at check in!) The screens are evidently designed to be confusing and I’m sure many travelers suddenly find themselves paying much more for a trip than they originally planned without any clue as to why.
•It is stressful dealing with the check in staff, who are rigorous when it comes to weighing baggage and ensuring that you are not trying to carry anything more than your one bag – that must fit into the designated space – and your one personal item.
•Gate agents denying requests for exit aisles where there is a bit more space so writing on a laptop (as I’m doing while I write this) with a curt, “there is an extra charge for that”. I ask if I’m a valued customer and therefore worth going the extra mile for? “I cannot. It is airline. Not me.” United makes their gate agents and flight attendants police the ‘Economy Plus’ section – even when flights are nearly empty. “If we let people move, then the (poor sods) that actually paid for the extra space feel stupid because they paid the extra money.”
•The most crucial ambassadors of the airline – the flight attendants – have the affect of jaded gladiators. “I’ll have to check that bag – all our overhead bins are full.” Gee, you think people being asked to pay for checked bags has something to do with that?
•On this flight, I tried to buy one of their ‘snack boxes’. They were mentioned by the purser at the start of the flight. I picked the ‘Eat for Good’ option, which sounded like the best choice. “I’m sorry we don’t have that one available.” Really? You tell us to select a box from your United Hemispheres magazine, then we can’t even buy the choice once we’ve made it? Is it any wonder their business model isn’t working out so well? Simple things like this make a huge difference to the customer (in this case, ME!) Small details win loyal customers – or turn people’s opinions negative.
•I’ve been dealing with anachronistic entertainment systems on every United airplane I’ve been on this month. Either the system is not working, or I’m seeing the same tired entertainment offered on EVERY flight. How many times do you think I’m interested in seeing the same episode of 30 Rock? This especially rubs me the wrong way when the passenger disembarking from the Jet Blue flight is commenting about how great it was to watch the World Cup game USA vs. Algeria LIVE on his plane. Yet another game I’ve missed, darn it!
•Departing on this flight, because I had some flexibility with time – and I was sorry to be missing the World Cup game that was starting at the same time, I volunteered to accept a bump since they had overbooked the flight. I did this an hour and a half before the flight was to depart. When they (inevitably) asked for volunteers, I was the first person to bring up my boarding pass. I appreciate the flight voucher, the option to watch the World Cup Game – and was in no hurry at all. After myself, a couple others volunteered. Just before the flight, I was told they didn’t need me as a volunteer – they were taking four other volunteers who had come up AFTER I had volunteered.
I was a little put off as the flight had been completely boarded by this point and I was not likely to have any overhead compartment space for my carry on. Imagine my surprise when I get to my seat and find a whole row of three seats that are empty. The agent who had denied me the option to volunteer to be bumped walked the aisle of the plane counting passengers. When he got to my seat, he asked if anyone was seated next to me. “Ahhh. No.” At this point, he could have boarded the group two extra people, but chose not to.
Home again!
The Sad State of United
Really? United, can’t you do any better than this? Bypass the common convention of allowing the first volunteer the courtesy of being granted the bump? Check.
Miscount the number of passengers on the plane? Check.
Fail to rectify the situation when mistake is discovered? Check.
Piss off a great customer? Checkmate.
And yet, even while all the dinosaur, ‘established’ airlines are struggling to survive, new airlines with different corporate cultures are succeeding – Virgin, Jet Blue, Westjet, Southwest. Each of these airlines has an inherently unique and vibrant corporate culture. They create devoted customers who are loyal and constantly evangelizing about their experiences. They offer modern communication systems – planes with WORKING entertainment systems. They make air travel FUN in some ways the companies like United Airlines never do.
Airline travel should be a positive Adventure – not a trial for a survivalist.
Posts
