brand – leadership dots

leadership dot #4979: failures

June 14, 2026June 13, 2026by leadership dots by dr. beth triplettLeave a comment

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

June 13, 2026June 11, 2026by leadership dots by dr. beth triplettLeave a comment

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

May 17, 2026May 15, 2026by leadership dots by dr. beth triplettLeave a comment

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

May 9, 2026May 8, 2026by leadership dots by dr. beth triplettLeave a comment

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.

leadership dot #4937: menu

May 3, 2026April 30, 2026by leadership dots by dr. beth triplettLeave a comment

Back in the day, when diners had a simple list of regular dishes, their menus came with pictures of all the offerings. As restaurant variety expanded, the photos were replaced with text descriptions of the many available items. People like me had to resort to scanning other diners’ meals as they were served to gauge what to order.

The First Watch restaurant realized that people are visual and added a QR code to their menus so customers could see pictures of the food before ordering. What a great idea! It helps to align expectations, saves time, and may entice people to try something new. And it saves people from craning their necks or guessing what the next table is eating!

Can you use a QR code as a simple way to provide more detailed information to those who are interested? A picture may be worth a thousand words (or calories!), but a thousand words can also be a feast for the inquisitive. Strive to provide your clients with information in the way they want it.

leadership dot #4936: semiquincentennial

May 2, 2026April 30, 2026by leadership dots by dr. beth triplettLeave a comment

One thing that surprises some visitors to the U.S. is how prolific the American flag is. Not all countries have their flag designs on mass-market merchandise or display their flags in homes and businesses, but if visitors thought the flag was prominent before, they ain’t seen nothin’ yet.

As America approaches its 250th birthday on July 4, marketers have jumped on the occasion to repackage everything they can in red, white, and blue. Cereals, candies, snacks, and beverages all have changed their product colors to capitalize on the holiday. Whole sections of patriotic-themed clothing, soft goods, decorations, and party favors are popping up in stores.

Pay attention, and you’ll find dozens of items trying to gain your dollars. Before you get swept up in the 250th commercial mania, remember what the day is celebrating: our independence from tyranny and the goal of life, liberty, and the pursuit of happiness. Spend your money on causes that help promote that, rather than on trinkets and repackaged food.

leadership dot #4923: pedal power

April 12, 2026April 10, 2026by leadership dots by dr. beth triplettLeave a comment

If you want efficient movement through the streets of New York City, using a truck isn’t the way to do it. So, rather than use the same delivery system that they use elsewhere in the country, Amazon developed an e-bike delivery vehicle to navigate the crowded streets of the Big Apple.

It would have been easy for them to say that delivery times were delayed due to ongoing congestion, but instead they acknowledged the issue and came up with a creative solution.

Do you insist on staying with the same tried-and-true system that works for most, or are you open to considering new options to address micro-needs? One size does not fit all.

Thanks, Amy!

leadership dot #4909: occasion

March 28, 2026March 26, 2026by leadership dots by dr. beth triplettLeave a comment

Pet retailers have capitalized on the trend of treating dogs as family members, and almost all of them offer special branded or birthday-cake-favored treats to celebrate the dog’s big day. Of course, the pooches themselves have no sense of their birthday; this is strictly a marketing ploy to get their humans to spend more. And, I’d venture to say, it works.

My Zoe will turn one-year-old next week, and I received an early birthday card from Chewy to commemorate the occasion. It just happened to offer me 20% their “Birthday Shop” items if I “scanned (or sniffed)” their QR code on the card. Clever!

While I did not purchase from Chewy, I did get a can of wet dog food (a delicacy in my house) and a birthday-cake-flavored treat for her and her sister. Can’t celebrate alone, can we?

Think about whether there are occasions you can turn into an opportunity, even if they are silly, arbitrary, or pretend. We can all use an excuse to infuse some joy into our lives, even if it takes a pet’s birthday to do it.

leadership dot #4902: for whom?

March 21, 2026March 20, 2026by leadership dots by dr. beth triplettLeave a comment

I like KFC’s chicken sandwich and am a fan of the Colonel’s food, but my fondness does not extend to sporting their merchandise. Apparently, someone thinks there is a market for a drumstick-shaped purse, a KFC wallet, or a chicken bucket backpack.

To make things even stranger, these accessories were on display at the local Hallmark store, a place I do not think of when shopping for purses.

I expect that I will see the items on the clearance rack sooner than I will see someone using them around town. Before creating a product or service, ask yourself exactly who the market is for it. It’s not chickening out to decide not to do it.

leadership dot #4899: ruined

March 18, 2026March 16, 2026by leadership dots by dr. beth triplettLeave a comment

The local Chipotle has a business card holder with cards for the general manager and field leader. I always thought it was a nice gesture to feature them openly so guests could contact them.

Unfortunately, I needed to do so. I sat on a bench that had been slathered in furniture polish, with residual polish remaining. I had to leave the restaurant, go home, wash my jeans, coat, and purse, along with the seat of my car, where it transferred from my pants. It also got on the back of my brand-new sweater, and after three tries at the dry cleaner, the stain remains.

I contacted the people listed on the handy business cards — and heard nothing. Not as much as a reply, let alone an apology or compensation for my troubles and dry cleaning bill. It makes me angrier that they pretend to want feedback, but in reality, ignore it.

If you have any type of comment mechanism, take it seriously or don’t offer it at all. Raising expectations that you care makes the fall harder when it becomes apparent that you don’t.