March 2024 – leadership dots

leadership dot #4232: peep

March 31, 2024March 24, 2024by leadership dots by dr. beth triplettLeave a comment

When I was growing up, there was only one kind of Peep — yellow chicks. Now the iconic marshmallow comes in a multitude of flavors and colors but more than that, the Peep line has expanded into products that have nothing to do with candy. Walmart literally has an entire aisle of Peep merchandise: socks, pillows, kids’ clothes, journals, pens, tumblers, and more. I guess the chicks have hatched!

It is wonderful for the company to have such recognition and to be synonymous with Easter but an overextension of the brand can dilute its appeal and cause challenges in execution. Slapping a pastel-colored rabbit on something isn’t anything like producing a holiday sweet treat.

Before you allow your product line to multiply like rabbits, think about the core product in which you can excel. Being great at a few things is better than being mediocre at many.

Have a Happy Easter with your peeps!

leadership dot #4231: fees

March 30, 2024March 27, 2024by leadership dots by dr. beth triplettLeave a comment

Much has been written about the out-of-control nature of fees but a new one really bothered me. I purchased tickets to the Pittsburgh Pirates game directly from the Pirates’ site. In addition to the ticket cost, there was a service charge from the Sports and Exhibition Authority, per order fee, and then the kicker: “Pirates Per Ticket Fee” of $5 each. Hum, shouldn’t that be part of the ticket cost since that’s what it is?

Fees make sense when there is a differentiated cost between those who use it and those who do not. As much as I hate baggage fees, I’m glad they charge those who check luggage separately instead of folding that fee into everyone’s ticket cost. But a per-ticket fee–that is just a shady way to make prices appear low when they are not.

Fees are always the subject of scrutiny because they identify a charge and thus call its merits into question. When I worked on campus, I received far more complaints about the activities fee than I did about the tuition itself, even though that was a much greater amount. People gripe about the delivery fee for a car more than the base price, the closing costs of a home more than the mortgage, or shipping fees more than the item itself.

Unless you have a justifiable reason for splitting out your charges, save yourself the grief and your customers the angst and put the total cost upfront as one figure. Hidden costs in plain site are just aggravating for everyone.

leadership dot #4230: we’re not

March 29, 2024March 27, 2024by leadership dots by dr. beth triplettLeave a comment

In a sales brochure, most organizations highlight what they are, outlining all the benefits customers will gain from choosing them. A Viking Cruise mailing caught my attention by doing the opposite — featuring an entire page of “What Viking is Not.”

“We do not try to be all things to all people,” it read. “In addition to being known for all that we do, Viking stands apart for all that we do not do.” The brochure lists 16 things in this category, including no casinos, no formal nights, no inside staterooms, no umbrella drinks, and no nickel and diming. Talk about knowing your audience.

Whether you feature it in your marketing materials or not, it would be a helpful exercise to make your own list of what you are not. How do you differ from your competitors? What don’t you provide that others charge for? Who should not avail themselves of your services?

Nobody is for everybody, even if they try to be. Become more clear on who you are for by articulating what you are not.

Thanks, Meg!

leadership dot #4229: 40 seconds

March 28, 2024March 27, 2024by leadership dots by dr. beth triplett1 Comment

The news of the week is that the Francis Scott Key Bridge in Baltimore fell into the river after it was hit by a container ship. The bridge spanned over a mile and took years to build, yet it crumbled 40 seconds after impact.

Your reputation is like that bridge — seemingly solid, secure, and built over many years — yet one false move can tumble it in an instant. Never assume that your past performance alone is enough to support you going forward. You must be diligent every single day.

leadership dot #4228: inclusive design

March 27, 2024March 25, 2024by leadership dots by dr. beth triplettLeave a comment

It’s one thing to develop a helpful resource for those in your organization but it’s a true gift when you decide to share it — for free — with others. That’s what Sally Madsen has done with her Inclusive Design: A Toolkit — a practical and thoughtful resource for those who wish to become more inclusive in their design.

Madsen writes: “As organizations build products and services, they may have a blind spot to those outside their assumed customer group — which limits their full target market opportunity and leaves groups under-served. This is not only a source of inequity, it’s a limiting factor on the scale and impact of a solution.”

Masden’s Toolkit is beautifully designed and provides examples and questions to consider in six different areas. It’s approachable and actionable for everyone who develops services for customers — and isn’t that all of us? Download the Inclusive Design Toolkit and use it as a guide as you create everything from forms to new products and see your efforts through a new lens.

leadership dot #4227: intimate

March 26, 2024March 25, 2024by leadership dots by dr. beth triplettLeave a comment

It’s common knowledge that Amazon has made it challenging for independent bookstores and brick-and-mortar booksellers. The same product can be delivered to your door, probably for less money. What is the incentive to shop in person?

Two recent experiences come to mind. First, there was a line literally out the door of people waiting to have their books signed by Heather Gudenkauf, a best-selling mystery writer. Heather’s local, independent bookstore was granted early release of the book and she came to do autographs. You won’t get to talk to the author, meet her dog, eat cookies frosted like the book cover, and have her personalize your book via Amazon!

Second, I went to look for a “good” book to read on a flight. The clerk connected me with two books I knew nothing about and would have never chosen — but loved. The ability to ask questions and ascertain needs is a skill that a chatbot might attempt but is best delivered by a human.

There are advantages to scale but there are also benefits to personalized service. Our bookstore can’t compete with Amazon’s price and Amazon can’t offer in-person signings. Capitalize on where you are on the spectrum to be the best you can be in that domain.

Lines waiting for Heather Gudenkauf to sign her newest novel, *The Overnight Guest*

Heather Gudenkauf (with Lolo) signing copies of her book

leadership dot #4226: predictions

March 25, 2024March 24, 2024by leadership dots by dr. beth triplettLeave a comment

Approximately 31 million ballots were submitted to online contests trying to pick the men’s NCAA March Madness results. It didn’t take long to weed out the majority of people — after the first round (Thursday), only 2100 remained and by Friday, it was down to 11. After Saturday’s games, none were perfect. Not one person out of 31 million guessed all the results correctly.

Many of those making predictions were made by people who were simply guessing but at least some of the brackets were filled out by people who had followed collegiate basketball all season and were knowledgeable about the sport. Still, no one accurately accounted for the upsets and surprises that are a hallmark of the tournament.

Keep this in mind the next time you are making predictions — or, in business-speak “forecasts” — for your organization. You may have insights, trends, likelihood, knowledge, and research to back you up, but no one can truly predict the future. Things happen that no one expects, surprises occur, and the whole never seems to go as planned. Have a contingency for when your version of #13 Yale beats your #4 Auburn in the first round.

leadership dot #4225: hair care

March 24, 2024March 21, 2024by leadership dots by dr. beth triplettLeave a comment

It often is the small detail that can make a person feel welcome or unwelcome.

I never thought about it before, but the complimentary personal products in hotels and care kits are geared toward one type of hair. Our local hospital recognized this and has created new culturally inclusive care kits for those with textured hair. These kits include a boar bristle brush, wide tooth comb, satin head scarves, sulfate-free shampoo, moisturizing conditioner, and oil-based body lotion.

If you have textured hair, these products not only could help with your hair regimen, but they may also help you feel a bit more comfortable during your hospital stay. It’s a small but important nod to the fact that people have different needs and caring for them is best served with tailored responses.

What do you take for granted and assume serves everyone? Maybe it’s time to wash that thought from your thinking and recognize varied needs instead.

Part of the care kit at Unity Point-Finley Hospital

leadership dot #4224: self-promotion

March 23, 2024March 20, 2024by leadership dots by dr. beth triplettLeave a comment

When I was in the H.E.B. grocery store in Texas, I was surprised by a large display of branded merchandise prominently featuring the H.E.B. logo as if it were Nike, Ralph Lauren, or some other status symbol. But then my Aldi advertising flyer came, and one-quarter of the page showcases Aldi apparel for sale: Aldi sneakers, sweatshirts, socks, hats, tumblers, and even pet sweatshirts. Huh?

I am not on board with the latest trend requiring me to pay to advertise a business’s brand. It used to be that such items were given out free — as promotional items — not sold as regular merchandise. Then it was popular to have branded items from niche stores (dot #4067). Now it just seems like a blatant mainstream money grab.

It’s great for team members and those close to the organization to show their pride with logo merchandise but I’d prefer you treat your advertising as promotion, not as products for sale.

leadership dot #4223: retract

March 22, 2024March 19, 2024by leadership dots by dr. beth triplettLeave a comment

I know I’m late to the party, but I have started watching the television series Suits. In one of the episodes, a major change occurs with the name partners and a new person is in charge.

One of his first moves is to grant a senior partnership to someone, and soon after he offers a name partnership to a friend if he will join the firm and bring a major client with him. Both promotions were granted after they were requested by the people involved — and both had merit when taken individually — but, as he later learns, were inappropriate given the larger context. As a result, he must rescind both offers and negotiate a different title to appease them.

When someone first gains more power than they had — whether that be from heading a law firm, leading a project at work, or even babysitting a younger sibling — the natural tendency is to go crazy with it, doing all kinds of things that they always wanted to but were unable to do. The problem comes in when the actions are viewed as part of a system and considered in the long term, not just at the moment. In that context, restraint is often required, and as the new-to-power person gains an understanding of the whole, often realizes why the situation existed as they inherited it.

If you find yourself with more authority, use it first to listen before acting. Saying yes is easy but recanting is a hard way to establish respect.