leadership dot #4031: sanity

At the Wisconsin State Fair, uscellular had a major display promoting “screen sanity” to modify the time people spend on their phones. People were able to make bracelets with beads to remind them of their commitment to limit screen time by pledging to have device-free dinners, silencing notifications, having digital downtime, limiting mindless scrolling, or deleting distracting apps. Fairgoers could also vote on which of these areas was their nemesis by putting beads into a giant display (mindless scrolling was far ahead). The booth also had a demonstration version of resources that parents could use for age-appropriate audiences to help set the tone with the younger set.

The statistics they shared were sobering — the average person unlocks their phone 150 times/day, 85% of people check their phones while with friends and family, and one in three wakes up during the night to check their phone! The uscellular display urged people to “set their phone for human connection” and to “do more things that make you forget to check your phone.”

In addition to the actual content of their message, it was interesting to see a cellular phone company spend so much to encourage people to limit the use of their product. Maybe the company is a good citizen, or perhaps it fears upcoming regulation if something isn’t done to offset the downside of so much screen time.

My mentor used to say: “Too much of a good thing is still too much.” It obviously rings true for cell phone use. Think about where your organization needs to be proactive. Do you need to take a stand on something that may be in your short-term disinterest to focus on the impact it has in the long term? Striving for sanity is a noble goal.

leadership dot #4030: giant

It’s likely you have heard of Etsy, the e-commerce leader for handmade craft products. It’s a behemoth — 7.4 million sellers did a total of $13.3 billion in gross sales last year, thanks to 96 million active buyers.

Michael’s, the craft store chain, has decided that it wants to get in on part of that action. The company is now launching its own e-commerce platform — MakerPlace — where people can sell handmade goods, teach online classes or share how-to’s — all for a lower fee than Etsy and with flexible membership options.

On one hand, it makes sense. The market is huge and many crafters rely on Michael’s as the source for their materials and supplies. On the other hand, Etsy is a monster with an established infrastructure and huge name recognition, so it will take some effort to carve away some of its market.

I doubt you’ll be setting up your own e-commerce platform but watch the MakerPlace story closely. Every organization has its own version of the Etsy industry leader. There are lessons to learn about how to go up against a giant (or why not to). Pay attention to what Michael’s has to teach you.

leadership dot #4029: misleading

I received a renewal form for the WordPress software that I use to publish these dots. In addition to all the rates and benefits, it included a targeted message saying: “We’ve enjoyed being your website partner for the last 7 years. Here’s to the next 7!” — and below that was a link to save 20% if I paid for two years upfront.

I was excited about the discount — a meaningful amount of money — but when I clicked on it, I was dismayed to learn that the discount is for NEW accounts only. Why oh why would you include such a thing on an anniversary RENEWAL email?

Sometimes, we lose sight of the message when we get caught up in using data to give the appearance of a personalized email. Yes, it has been seven years, but any goodwill generated by their remembering was lost in frustration when I tried to use the discount.

Common sense is more important than knowing how long someone has used your product.

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leadership dot #4028: readiness

When you’re in sales (and, as author Dan Pink espouses — everyone is in sales today) — one of the key points you must decipher is whether the customer is ready to hear your pitch.

When I worked on campus, we had to convince students of the value of an Actuarial Science degree before we could sell them on ours. A car salesperson must determine if the customer is set on the idea of a new car or whether they first have to persuade them that it’s time to buy. A church must have people ready to receive God before they can articulate the distinctiveness of their congregation. An alcoholic needs to acknowledge that they need help before they can hear options for recovery. A nonprofit must ascertain if people are in a mindset to give before articulating their specific needs.

Too often, we jump in with enthusiasm about the idea, program, or service itself without priming the pump and setting a context. We overwhelm the potential customer with details before their brain has signaled readiness to hear them.

Whether you are selling a concept or a product, start your pitch by asking questions. Learn where the customer is mentally and determine where to begin. Receptiveness will be much greater if you’re both aligned about the beginning.

leadership dot #4027: sign offs

Starbucks founder Howard Schultz is known for his signature sign-off of “Onward,” a phrase he used so frequently that it became the title of his best-selling book. I have a colleague who ends all of her emails with “Sunshine and Smiles,” an apt closing for one of the most positive people I know. One of our community leaders signs off with “Keep Pushing” in all his emails and posts.

I’m a fan of these personal branding mechanisms — they reinforce a key message through repetition and are very authentic to those using them. I’ve toyed around with a signature sign-off of my own but haven’t quite landed on one that truly resonates (suggestions welcome!).

What about you? It’s a missed opportunity to close with something so generic that it is overlooked. Take advantage of your ability to communicate distinctiveness and authenticity with a closing that becomes part of your personal brand.

leadership dot #4026: ping

Most people understand email etiquette that limits the use of “reply all” to very select circumstances, but those same people think nothing of posting a message in Slack or Teams that then is broadcast out to everyone on the channel.

If we added up the time that unnecessary “pings” cost organizations in lost productivity, I think we would be astonished. In addition to the literal time it takes for people to read irrelevant (to them) messages, there is additional transition time for them to get back into the groove of what they were doing before the notification popped up. It’s against the norm to shut off or ignore the group app for fear of missing the necessary information but it could be waaaaay more efficient if people would use direct messaging instead of posting everything to a group where all the resulting emoji comments also trigger to everyone.

Every time you hit “send” you’re interrupting the flow of everyone on that channel. Do yourself and your team a favor and think twice before mass posting on your organization’s system.

leadership dot #4025: could be

I recently stayed in a hotel and most of the space on the nightstand was taken up with a landline phone. I can remember the days when hotels charged for local calls and gouged people for long-distance dialing, yet now I wonder why they incur the ongoing expense of having a phone in the room at all.

It got me thinking of all the other changes that have become standard in the industry — air conditioning and cable television, of course (but at one time they were an advertised luxury), refrigerators and coffee makers in the room, white comforters instead of dark florals, keycards instead of keys, and free breakfast bars, just to name a few.

We took the exercise a step further and imagined what would be next in the hotel amenities war — or what we would want there to be. Some of the answers from our group: a showerhead with a hose, a dog bed and/or dog that you could borrow, a Bluetooth speaker, an umbrella, and smart controls for everything in the room.

It’s a good exercise to push your imagination and consider “what could be” for hotels, your organization, your house, or any aspect of your life. Like with any brainstorming, it may take a few moments to get warmed up but once you get going, the ideas abound.

It only took one hotel chain to start offering new benefits and the others were compelled to follow. Maybe your idea could be the one to launch a revolution in your field.

leadership dot #4024: my person

Organizations have come a long way in cultivating relationships as a way to make customer connections and to make the business seem more intimate instead of overwhelming. Car dealers let you schedule service appointments with a specific service advisor. Banks offer personal bankers for their clients. Veterinary practices allow you to have repeat visits with the same doctor. Universities pair students with life coaches that follow them through their educational journey.

While each service professional may have dozens or even hundreds of clients, that one-to-one relationship makes it feel more comfortable. It’s nice to recognize a face or have someone understand the backstory without having to repeat it each time.

The downside of this arrangement is that people become attached to their “person” and when someone leaves an organization there is a loss that is not felt in a generic environment.

If you adopt the relationship model, invest in the care it takes for it to work in the long term. Require ongoing documentation so the history is not lost. Provide transition time with the incoming employee if possible. Tend to the relationship by notifying the customer of the change and sharing a personal profile of their new person. Recognize that there could be some emotion attached to the departure. (My main contact recently resigned, and I was truly sad to see her go.) Assure people that their service will continue as it has in the past.  

Having a dedicated contact can result in positive and continued business, but the severing of that relationship can also leave people feeling untethered. Don’t take those connections lightly.

leadership dot #4023: backside

Our world is peppered with directional signage, especially in complexes such as a business park, airport, or college campus. One savvy marketer realized that all of these signs contain a backside that was largely left blank. So, at Southern Illinois University-Edwardsville, they repurposed the reverse of the sign to become a mini-billboard highlighting one of the school’s taglines. It wouldn’t work for smaller signs but on the larger signs with nothing around them, it was quite eye-catching and effective.

Do you have blank canvases that can contain promotions to support your brand, thank your customers for coming, or provide other relevant visuals? Using the reverse side may be a cost-effective way to extend your messages in an unexpected way.

leadership dot #4022: rocks

I recently attended a memorial service for someone who loved rocks. In a fitting and lasting tribute to her, all the attendees were given a rock and encouraged to write something on it — a saying, memory, picture, or quote.

The result was a basket full of color, celebrating her life and sharing affirmations in a way that no flowers or temporary tribute could. Even better, the rocks will be placed around a tree that her partner can see regularly, providing solace to the living — the true purpose of memorial services.

This activity was especially appropriate because of the connection to Mary’s hobby but a similar strategy could be used in other settings. People need to feel the comfort of others or savor the memories long after the event itself. Think about ways you can allow people to express their sentiments in a manner that isn’t fleeting.