Dave Gardner’s “Thank God It’s Monday” 31MAY10

May 31, 2010

“Thank God It’s Monday” is to help companies thrive!

This week’s focus: customer service

“I’m sorry” sounds so hollow, so ubiquitous, and so incredibly easy to say that I am growing weary of hearing it. Companies need to put some action behind their business execution challenges.

If your process breaks down and a customer has an experience that is less than what they deserve, tell the customer what you are going to do to make sure no other customer is inconvenienced in the same way. Let dissatisfied customers know that you are going to do something to create a better experience for them and all others who touch that process.

That’s what customers want and need to hear if your company is to thrive!

[Note: You may read my entire Fast Company Expert Blog post here.]

Thought for the week:

“There is one thing which gives radiance to everything. It is the idea of something around the corner.” GK Chesterton

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Dave Gardner, Gardner & Associates Consulting http://www.gardnerandassoc.com

© 2010 Gardner & Associates Consulting  All Rights Reserved

Note:  To receive an email version of “Thank God It’s Monday” to start your week, please subscribe here.  I would very much appreciate your suggesting to others that they subscribe.

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You can sue for any reason

May 27, 2010

A woman who fell asleep on a flight ended up spending 4 hours sleeping on a plane after it had landed and the crew left.  If it were me, I’d laugh it off.

But, not this particular woman–she’s looking for a “big payday” as a result of this incident.  From MSNBC’s website comes this:

PHILADELPHIA – The woman left sleeping for four hours on a United Express jet after landing in Philadelphia is suing United Airlines, the Detroit Free Press reported Thursday.

The lawyer of Ginger McGuire, 36, of Ferndale, Mich., said the lawsuit claims false imprisonment, infliction of emotional distress and negligence, the paper said.

Are you kidding me?  Ginger, I hope you realize not one dime for your trouble.

Dave Gardner, Gardner & Associates Consulting http://www.gardnerandassoc.com


Dave Gardner’s “Thank God It’s Monday” 24MAY10

May 24, 2010

“Thank God It’s Monday” is to help companies thrive!

This week’s focus: branding

Take your customers to a place that they could never achieve or realize without you and they will never forget you.

Disney, FedEx, Ritz Carlton, Singapore Airlines, Cisco Systems all create experiences for customers that make them come back again and again wanting more.

What adjustments do you need to ensure your company thrives like these great companies?

Thought for the week:

“No one is useless in this world who lightens the burdens of another.” Charles Dickens

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Dave Gardner, Gardner & Associates Consulting http://www.gardnerandassoc.com

© 2010 Gardner & Associates Consulting  All Rights Reserved

Note:  To receive an email version of “Thank God It’s Monday” to start your week, please subscribe here.  I would very much appreciate your suggesting to others that they subscribe.

Privacy Statement:  Our subscriber lists are never rented, sold, or loaned to any other parties for any reason.


Motivational speaker won’t give up

May 21, 2010

Some humor on a Friday afternoon:

Perhaps a few Tylenol are in order…

Dave Gardner, Gardner & Associates Consulting http://www.gardnerandassoc.com


Toyota-Tesla joint venture announced

May 20, 2010

About 3:30 pm PDT today, I heard the fantastic news that:

  • Toyota and Tesla Motors have formed a joint venture to produce electric vehicles
  • The production will take place in Fremont, California
  • It will utilize the production facility that closed on April 1, 2010, known as the NUMMI plant, a joint venture between GM and Toyota

This is very exciting.  When the NUMMI plant closed, it displaced 4,500 workers and had a negative impact on nearly 25,000 jobs through the supply chain, shipping, logistics, etc.

The NUMMI folks fought long and hard to save their jobs and did not prevail resulting in the closure of the last automotive manufacturing facility in California.

Well, no more.  Here is an article summarizing this news story.

The news could not be more welcome here in the San Francisco Bay Area.

Thank you Toyota and Tesla Motors for reaching an agreement that will stand to benefit thousands and thousands of people right here in my back yard.

Wahoo!

Dave Gardner, Gardner & Associates Consulting http://www.gardnerandassoc.com


iPhone Leak Immensely Damaging to Apple

May 18, 2010

For a number of weeks, we have observed the drama unfold over Gizmodo’s buying a prototype iPhone and sharing details about it before its public release.

My take:  Gizmodo has, at a minimum, acted unethically and may have acted illegally.

Apple goes to extraordinary lengths to protect its intellectual property.   Gizmodo knows this.

Apple, like all high-tech consumer product companies, needs to manage the transition from one generation of product to another with great care. High tech companies do not want delay current customer purchases due to confirmed features about next-generation products.  Not only does this undermine the sale of current product inventories, but, it delays revenue.

What should Gizmodo have done?

Immediately return the iPhone to Apple with no investigative work on its own.  That’s would have been the “right thing to do.”  It would have been taking the “high road,” not the “low road.”  And, it would have shown Gizmodo respects it’s role in the industry, not made Gizmodo look like tabloid paparazzi.

If you find $10,000 of cash in a paper bag in a public place, you don’t keep it–you make every effort to try to reunite the money with the rightful owner.  That’s what Gizmodo should have done.

For Gizmodo’s reprehensible actions in this matter, I hereby enter Gizmodo in Gardner & Associates Consulting’s “Business Execution Hall of Shame.”

Dave Gardner, Gardner & Associates Consulting http://www.gardnerandassoc.com


Dave Gardner’s “Thank God It’s Monday” 17MAY10

May 17, 2010

“Thank God It’s Monday” is to help companies thrive!

This week’s focus: business execution

Gridlock is prevalent in our world; it dominates the news. It almost seems “normal.”

Gridlock undermines progress on critical initiatives and impedes day-to-day business operations. Organizational gridlock often requires business process changes and, in some instances, new information technology.

The biggest contributor to organizational gridlock is a company’s culture which can be as toxic as the crude oil spewing from 5,000 below the surface in the Gulf of Mexico today.

[Note: Read my thoughts about this business execution failure and what needs to be done about it in my Fast Company Expert blog post.]

Businesses that thrive do not tolerate gridlock, are constantly on the lookout for gridlock, and take quick action to quash it.

Thought for the week:

The successful man is the one who finds out what is the matter with his business before his competitors do.” – Roy L. Smith

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Dave Gardner, Gardner & Associates Consulting http://www.gardnerandassoc.com

© 2010 Gardner & Associates Consulting  All Rights Reserved

Note:  To receive an email version of “Thank God It’s Monday” to start your week, please subscribe here.  I would very much appreciate your suggesting to others that they subscribe.

Privacy Statement:  Our subscriber lists are never rented, sold, or loaned to any other parties for any reason.