Month: January 2024

leadership dot #4162: lobby

January 21, 2024January 20, 2024by leadership dots by dr. beth triplettLeave a comment

Many people won’t even notice but today postage stamps increased again, but the transition will be seamless thanks to the invention of the Forever Stamp.

Before 2007, every time the US Postal Service raised its rates, consumers had to purchase a one, two, or three-cent adjustment stamp — and it was a pain. Enter the Forever stamp which allows increases to occur without additional action by the consumer. Now the USPS can (and does) raise rates multiple times a year and avoids public outcry.

Who was one of the biggest advocates for Forever Stamps? You may be surprised that it wasn’t the post office, rather it was the greeting card lobby. If stamps weren’t such a hassle, the theory was that cards would be easier to send. Never mind that the increase in cost could inhibit people from sending cards; the lobby opted to put their weight behind convenience.

What organization could be an unlikely advocate for a change you wish to make? It’s worth pursuing a conversation to ask another for their stamp of approval to support your plans.

Thanks, Brian!

leadership dot #4161: commitment

January 20, 2024January 19, 2024by leadership dots by dr. beth triplettLeave a comment

In a great boon for the environment, Starbucks is now allowing people to choose a “personal cup” option for drive-in and app orders — a move that is not only a nod to sustainability but also to the proliferation of fancy bottles and Yeti mugs that people now carry. For a company that sells nearly 4 billion drinks annually, this can have a real impact on the environment if people take advantage of the service.

Starbucks needed to modify its preparation process to enact this change but did so as part of its ongoing commitment to sustainability. It would have been easy to discount the option, citing reasons of speed, sanitation, or ease of preparation but they created a way to make it work.

Does your organization take similar actions to fulfill its commitments — whether they be around sustainability, equity, or other values? It’s easy to do the easy stuff but real change occurs when you find a way to do the hard stuff, too.

leadership dot #4160: practice

January 19, 2024January 18, 2024by leadership dots by dr. beth triplettLeave a comment

Decades ago, when airplane travel was still novel, Continental Airlines offered trial flights out of Chicago to help people become comfortable flying in a jet. They must have been very cheap (because my family participated!), and we took off, circled the city, and landed — just enough to eliminate the fears about the unknown experience.

I thought of this when I was in the Minneapolis/St. Paul (MSP) airport which advertises a program to help people with autism or disabilities practice the many steps involved in flying. Traveling involves many challenging and airport-specific experiences and the MSP program allows people to become comfortable in a controlled setting before the actual flight.

While I thought it odd that they promote this program in the airport, when presumably people have already gone through security and booked their flight, it’s a great idea to help alleviate fears and hesitations that could keep people from traveling.

Is there a way you can simulate experiences that may be frightening for some of your clientele? For example, what a mammogram may look like, the closing process when buying a house, donating blood, or seeing a mental health counselor. Help remove the hesitation that may be there because of being afraid, rather than because of insurmountable barriers.

leadership dot #4159: directions

January 18, 2024January 17, 2024by leadership dots by dr. beth triplettLeave a comment

I’m sure one of the most frequently asked questions at the Minneapolis/St. Paul (MSP) airport is “How do I get to the Mall of America?”

Rather than answer dozens of times each day, the airport prepared a flyer with specific instructions on how to catch the light rail, taxi, or app-based ride services to the mall. The flyer explains that you can visit with a three-hour layover or more as it only requires 15 minutes of travel time each way. In addition, both the mall and the airport have luggage-size lockers available to ease your shopping experience. They even have a text-based help line — should you get lost en route (or more likely, in the vast expanses of the mall.)

It was a simple thing to prepare but it made the experience easier for the information booth staff and travelers.

Think about the questions you are asked most often. Do you answer them over and over, or can you follow MSP’s lead and prepare a small handout that customers can take with them, giving people the information rather than requiring them to remember it all? Anticipating needs and proactively addressing them is the hallmark of good service.

leadership dot #4158: displays

January 17, 2024January 16, 2024by leadership dots by dr. beth triplettLeave a comment

If you have difficulty decorating your home or office, just think of the challenge to make the vast hallways of an airport seem less institutional. Traditional artwork would be lost on the massive stretches of walls next to the moving walkways and cost is certainly a factor for such expansive space.

The Minneapolis/St. Paul (MSP) airport solved some of these problems by holding an annual art competition and then displaying a vast array of entries for seven months. The 13th Annual exhibit is open to employees, retirees, or volunteers of the airport, tenants, and airlines and is part of an extensive judging process that provides cash prizes. There are multiple categories, and thus, multiple entries — filling yards and yards of display cases with beautiful art.

While you may not have the same decorating challenge as MSP, you can adapt their idea to suit your own needs. How can you engage your employees — or community members — by providing a forum for them to participate in mutually beneficial ways? Whether it be through art, other hobbies, writing, archives, or any other medium, allowing others to contribute can be a delightful partnership for both parties.

leadership dot #4157: indigestion

January 16, 2024January 15, 2024by leadership dots by dr. beth triplettLeave a comment

A friend ordered a product online, using this vendor for the first time. Of course, he had to share his email as part of the transaction. Within minutes, he was bombarded with several emails from the company — well before he received his delivery or could determine if he wanted to order from them again.

He likened the experience to indigestion — the company was offering a 7-course meal when he just ate, rather than allowing time for him to digest the food properly. As a result, he was so disgusted that he vowed never to order from them again, even though they could have become his regular supplier.

Timing is an often-overlooked element of customer loyalty and service. It’s not enough to craft a good message — when you share that communication matters just as much. Keep the meal analogy in mind and offer appetizers before you ask your customers to feast on the whole meal.

Thanks Curt!

leadership dot #4156: speech

January 15, 2024January 14, 2024by leadership dots by dr. beth triplettLeave a comment

Talk about being in the right place at the right time. Young George Raveling was asked to be a volunteer security guard during the March on Washington and was next to Dr. Martin Luther King during King’s famous speech. Like most who heard it, Raveling was moved by the speech, but unlike anyone else, he asked King for his copy. And received it!

Raveling has been offered up to $3 million for the original copy of the I Have a Dream speech but has turned it down. Instead, he temporarily loaned it to the National Museum of African American History and Culture and has bequeathed it to his alma mater, Villanova University, to shepherd into posterity. King would be proud that Raveling has focused more on the dream than the monetary gain he could have received by selling the document.

As we celebrate Dr. King’s birthday today, follow his example and do something that benefits others more than yourself. Take a moment to acknowledge the holiday and the sentiment behind it to contribute one action fostering unity in your community.

leadership dot #4155: Cheerios

January 14, 2024January 13, 2024by leadership dots by dr. beth triplettLeave a comment

A Chick-fil-A restaurant in Indiana added an unexpected item to their condiment station; in addition to the napkins, utensils, and salt was a basket with little containers of Cheerios. The toddler staple was just enough to keep the kids from getting hangry while they waited for their order.

I don’t think the restaurant even has Cheerios on their menu, so someone intentionally acquired them and parsed them out in individual servings. I can just hear them saying “My pleasure” when handing them to a harried parent with squirmy kids. It’s a small gesture, but one that demonstrates forethought and empathy to make a more pleasant dining experience for everyone.

What’s your equivalent of Cheerios — a small token that can have a big impact? Sometimes going above and beyond is more about the small touches rather than grand expressions.

leadership dot #4154: selection

January 13, 2024January 12, 2024by leadership dots by dr. beth triplettLeave a comment

What are the top two soda brands in the United States? Most people would get Coca-Cola right for number one but incorrectly guess Pepsi for number two. In reality, Diet Coke outsells Pepsi by more than double.

Thus, it was surprising to find an array of Coca-Cola beverages available in a fountain dispenser but not Diet Coke (much to my dismay). There were two outlets for Coke Zero and Sprite but none for the second-best seller.

Whether it’s soda pop, paint colors, or brands of cereal, if you offer options, you need to stay abreast of sales figures, trends, and market data to offer options that your customers want. Having many choices isn’t a perk if they’re the wrong ones.

leadership dot #4153: contract

January 12, 2024January 11, 2024by leadership dots by dr. beth triplettLeave a comment

My nephew is on his high school basketball team and had to sign a contract before he was allowed to travel on an overnight trip. This document filled an entire page with 16 expectations explicitly spelled out, and the athlete had to initial each one to indicate acceptance.

Examples included:

I am expected to give full cooperation and respect to chaperones, coaches, hotel staff, restaurant staff, bus drivers, event staff, other coaches, opponents, and fellow teammates.
All athletes are expected to be in their rooms by 10:30 pm, with lights out at 11:00 pm.
A key to my room must be left with my coach or chaperone at all times, that regular bed checks may be made and that curfews will be strictly enforced.
No members of the opposite sex are allowed in my room for any reason.
Myself, clothing, luggage and other material goods may be searched if there is a concern about the possession of tobacco products, alcoholic beverages, illegal drugs, weapons, or other harmful items or substances.

The document also outlines the specific steps that will be taken if there is a violation of any of the policies, including immediate return home, at the parents’ expense, before the trip has concluded. The student and a parent must sign the contract, in addition to the legal waiver and liability release.

It struck me that the expectations for a high school basketball trip are more clearly outlined than is the case for most employees.

I’ve heard from several clients recently about their employees not performing well, and I wonder if the employees know what “well” looks like. Whether about behavior, timing, the work product, or how they interact with others, being incredibly clear up front serves to help align expectations — or make it easier to take corrective action if they aren’t met.