leadership dot #5033: a new use

If you’ve ever been in a store that sells Crocs, you know the Jibbitz used to decorate them have become an integral accessory. Little plastic add-ons come in every shape and style imaginable, letting people personalize their shoes in a way that is impossible with other footwear.

I hadn’t seen them anywhere besides shoes, but recently I have seen notebooks and lunch boxes designed to hold Jibbitz or their knockoffs. That makes sense, since many kids have plenty of them, and the ability to make their items unique is more appealing than generic products.

Jibbitz wasn’t designed by Crocs, though. A mom realized that colorful materials could be attached to the holes in the shoes, and a business was born. (Crocs later purchased the business for $10 million.) Now other companies are capitalizing on Jibbitz’ pervasiveness to boost their bottom lines.

Take a lesson from them and consider whether someone else has created something that could benefit your organization. You don’t need to be the inventor of everything — just the one who can implement it in a new way.

leadership dot #5028: this

Consistency is a key element of establishing both your personal and professional reputation.

If you want to be known as someone who is on top of things, you not only meet the report deadline, but you also show up on time for the parent-teacher conference. Those trying to be seen as innovative provide creative suggestions in a meeting and also experiment with fashion choices. The little things integrate to form a holistic picture of your “brand.”

A big fail in this department is the sign (below) in a fine jewelry store. Instead of being consistently high-end and image-conscious, this store negated that impression with a handwritten sign on a piece of bent cardboard. I’ve seen flea markets that give more attention to their signs.

If you send signals that you are “this” or “that,” the overriding takeaway is that you are the least desirable trait. To earn a solid reputation, you need to be “this” consistently.

Thanks, Meg!

leadership dot #5014: in-between

We fritter away so much time on our own, but when others make us wait, it seems like a travesty. Organizations have tried all kinds of tricks to reduce the psychological burden of waiting, including artwork, interactive displays, and winding paths to the destination. Delivery services let us track our merchandise every step of the way, so we know when that pizza or package will arrive at our door instead of constantly checking for it.

Logan Airport in Boston found a novel way to help passengers forget the wait for their luggage by installing a free nostalgic arcade in baggage claim. The hours flew by when my brother and I were in heated Pac-Man battles in the 1980s, and it is presumed that the same suspension of time would occur while waiting for the carousel to start rotating.

If you know that your audience will have to wait — whether for an appointment, entertainment, or their luggage — consider the wait time as an integral part of the overall customer experience. The smoother you can make the in-between, the better people’s overall perception of your organization will be.

Thanks, Meg!

leadership dot #4998: void

I’ve always been a big fan of the hot dogs at Portillo’s, the Chicago-based restaurant known for its wieners and Italian beef. For many years, the chain had only a handful of local locations. Consequently, there was always a line, maybe a wait for tables, and it was always a beehive of activity. Attendants would call out order numbers with little sayings: “One zero three, come see me,” or “Three ninety-two, I’ve got food for you.” The whole vibe just created energy.

And then Portillo’s expanded—fast and furious, far out of Chicagoland —with seemingly as many franchisees as they could sign. I was in one of those out-of-state locations at the peak of the lunch hour, high noon. There were barely any other people there. No little ditties to call out my order. No lines, and I had a whole section to myself. It just wasn’t the same. The food was still good, but the experience wasn’t.

It was a reminder that the culture is as important as the product, and you need to pay attention to both. Expanding beyond a culture you can replicate does more harm to your brand than good.

leadership dot #4994: askew

The construction office for a multi-million-dollar building project has trailer skirting that is askew. It doesn’t line up properly, and a piece of the edging is hanging loose.

If I were the building owner, this sloppiness would not inspire confidence in me. If they are unable, oblivious, or uncaring about how their own facility looks, why should I believe they will pay attention to the details and integrity of what they are building?

Your brand message is everywhere, even when you don’t mean it to be. Pay extra attention to the small ways you show up in the world.

leadership dot #4993: wizardry

In an amazing use of technological wizardry, Delta now allows you to scan your boarding pass to receive personalized connecting gate information. It also somehow shows this information only to you, even though others may be looking at the screen. No more scanning the giant flight information boards to find your flight, or wondering which direction to walk and how much time it will take you to get there. It’s now all laid out, just for you, even in your preferred language.

Technology can be wonderful for handling complex tasks and calculating massive amounts of data, but it also has valuable applications in producing micro-results from that process. Think about how you can narrow down what information you share and target the message to just what the person wants to know.

Thanks, Meg!

leadership dot #4979: failures

I ordered a pair of Keds, and this is how they arrived: the box was torn and bent, one shoe was unlaced, and plastic bags were at the bottom of the box. They had obviously been returned — and also obviously had failed the quality inspection process.

It would be a perfect prop for a training seminar on the proper process for handling returns. Someone might not think it matters, but these shoes did not even look new and definitely could not be given as a gift.

If you have something that goes wrong — a bungled return, a misprinted piece, a customer complaint, or a defective product — save the evidence for future onboarding or training. Seeing the error is much more powerful than hearing about it.

leadership dot #4978: so yesterday

This summer, Dunkin’ introduced the Barbie Sip Spotlight, a drink with pink strawberry foam. If this beverage had been promoted two years ago, when everything Barbie was everywhere, it would have been a great tie-in to the movie. But today? It seems so yesterday.

Timing of everything — your advertisements, your request for help, your proposals, or your news about change — makes all the difference in how it is received. Consider it one of the most important elements in your messaging, and ensure that your communication lands in the spotlight, not after the show has ended.

Thanks, Meg!

Screenshot

leadership dot #4951: dirty

If you ever questioned the power of social media, look no further than the proliferation of “dirty sodas” that have moved into the mainstream. (Dirty sodas are regular pop with flavored creamers or syrups added to the mix.)

Apparently, TikTok is responsible for the spread of this concoction, and now dirty drinks are available in many places. Franchise restaurants such as Texas Roadhouse are promoting their beverages with the addition, and Mountain Dew just released a dirty version in cans. There are brands (Swig and Sodalicious) specifically dedicated to dirty soda variations. And, of course, there are hundreds of combinations that can be made, enhancing the appeal. Everyone wants everything customized to their liking.

If you haven’t yet noticed the dirty soda trend, it won’t be long before you do. I envision “dirty soda bars” popping up at parties everywhere! For good clean fun, your team can have fun experimenting to create their own version of dirty.

leadership dot #4943: waitlist

Most restaurant reservation websites are straightforward and generic — you say how many in your party, and you are added to the waitlist.

The First Watch breakfast restaurant added a clever twist to theirs. When you indicate the number of people, it populates an egg crate accordingly. It’s on-brand, distinctive, and fun.

Think about how you can infuse “you” into the small things like your waitlist software. It’s egg-xactly the kind of special touch that can make your customers smile.