If It Ain’t Broke, Don’t Fix It

It suddenly struck me today how much the phrase, If it ain’t broke, don’t fix it, is customer-centric. Your current customers, particularly if they are repeat buyers, are a valuable asset. Handled right, they can represent significant future potential profits.

The incident that triggered the thought was that my news feed aggregator service, Bloglines, added a new look and functionality. To each news feed item, it now adds at the right-hand end a column of possible related search terms you might wish to explore with Ask. The problem it creates is that I wish to see as many news items on the screen line-by-line as I can. This allows me to scan many more items and I rely on the Titles to determine whether they need to be perused. Now with each item taking up a space five times as high I have only one fifth of the productivity. You might assume that there would be a button that would allow me to switch off this unwanted extra service. Not so. It seems impossible to return to the classic simple look.

I tried to get some information on a way to correct the situation via Twitter. Someone with the username Bloglines did suggest I use a Firefox Addon to change the style. It was partially successful but I never managed to get back to the original simplicity. Reluctantly I have now switched to Google Reader, which with a little manipulation gives me close to what I want. I have been a long time Bloglines user and it is only with the greatest reluctance that I made the switch.

The counter view on these matters was one that Tom Peters suggested, and there is even a book about it now. If it Ain’t Broke…Break It!: And Other Unconventional Wisdom for a Changing Business World (Paperback) by Robert J. Kriegel and Louis Patler.

Being product directed is often said to be the reverse of being customer centric and this really sums it up. Microsoft is an extreme example of this ‘Break It’ approach with its constant upgrades. Overall they may make more money this way, but they leave behind them a trail of disgruntled customers. When something does exactly what the customer wants, it takes a lot to have them accept that they need the product or service to be changed. If it ain’t broke, please don’t fix it.

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Grassroots Leadership Development

That somewhat ponderous title, Grassroots Leadership Development, is a really powerful concept.  The W. K. Kellogg Foundation has produced a guide for grassroots leaders, support organizations, and funders.  The Grassroots Leadership Development Guide is available as a PDF file download.

You are invited and encouraged to read, use, and pass on this Guide. It was written because of a strong belief that nurturing and supporting grassroots leaders and their organizations is central to sustaining our democracy and to encouraging healthy, vibrant communities throughout the world.

These thoughts were triggered by an article by John Baldoni (Leadership at Work) entitled, What You Can Learn about Leadership from Jay Leno.  John Baldoni might be called the Leadership Guru and has written extensively on these matters.

Jay Leno brought his act, called the “Comedy Stimulus Show,” to the Motor City for two shows this week; tickets were free. A car enthusiast, as well as a collector, Leno has long exhibited a kinship with this blue collar city. “This is one of the great industrial cities,” Leno told his audience. “This is a city that actually makes a product.”

John Baldoni felt that Jay Leno’s way of doing things is a good one for leaders to follow. He felt that there were three actions that Leno does that leaders can use to inject some levity into the workplace.  These were his recommendations:

Point out absurdity.
Leno is a master at satirizing everyday reality. People can be hysterically unaware about history and current events. Same applies to the workplace. We all operate on assumptions that someone else makes the coffee, buys the doughnuts and brings all the snacks.
Lampoon hypocrisy.
Face up to the double standard perceived by automakers who feel that those on Wall Street have been bailed out while those in Detroit have been put out. In corporate terms, this duality plays out when bosses reduce bonuses while employees reduce salary. There are always dichotomies between what we say and what we do.
Take the high and mighty down a peg.
Start with yourself. Make it safe for people to make light of your shortcomings. If you tell a joke on yourself, you ease the tension in the room, especially when people are feeling uptight about work and their place in it.

And as with all things humorous, tread carefully.  Avoid jokes that lampoon gender and ethnicity; if you suspect a joke may be taken the wrong way, act on that assumption and don’t use it.

The point of humor in the workplace is not telling jokes; it is to lighten the mood.  A leader’s job is to make the work continue. It is up to leaders to keep people focused. Reminding them of their humanity through laughter is a good way to do it.

That’s all good as far as it goes.  Having a more pleasant atmosphere in the workplace and knowing the boss is just a regular guy must make something better.  However if that is all that’s involved, I believe it misses a great opportunity. 

Grassroots leadership could be seen as something that is left to the grassroots, as the Grassroots Leadership Development Guide mentioned earlier might imply.  Another recent Jay Leno interview points to a different concept of Grassroots Leadership.  That was the interview with Barack Obama.

It’s not just having an atmosphere that confirms the leader is a regular guy. That still leaves the leader as leader and the rest of the organization as followers going wherever their leader dictates. 

There is a different way of operating. It is to set up the organization and operate it in a way that supports and relies on the  grassroots leaders at all levels of the organization.  It is counting on the results that the followers will achieve if given their heads as leaders.  Here are some of the steps involved in making such grassroots leadership work.

  1. Having clear goals for all parts of the organization
  2. Providing the resources that grassroots leaders need
  3. Having mutual respect and giving people space to get results
  4. Measuring performance and expecting improvements
  5. Rewarding success

The items that John Baldoni found worthwhile in Leno’s performance are necessary to achieving grassroots leadership, but they are not sufficient.  The leader must walk the walk on the 5 steps just listed. 

Unfortunately such behaviour is very much the exception rather than the rule.  Only the really exceptional organizational leaders are capable of maintaining the effort that is needed.  That is true Grassroots Leadership Development.

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A Little Knowledge Is Great

A little knowledge is a dangerous thing: at least that is the conventional wisdom from the Book of Proverbs, I believe.  Perhaps it is time to update that phrase.

I would not go as far as Ron Shevlin who suggested that A Little Knowledge Is Great Marketing

In 2007,  American Banker reported that Bank of America launched an online and in-branch advertising campaign called “A little knowledge is a powerful thing” to educate consumers about banking and credit card fees. The article calls the campaign “ironic” since more than half of BofA’s revenue comes from non-interest income.

Certainly it is not in tune with more recent headlines on credit cards and fees:

Cuomo reaches $4.4M agreement with Chase over credit card fees

Chase Bank USA will stop charging a $10 a month service charge that it added to more than 184,000 credit card accounts, New York Attorney General Andrew Cuomo said.  Chase Bank, which is the credit card-card issuing subsidiary of J.P. Morgan Chase & Co., will also refund consumers more than $4.4 million.

MasterCard Settles EU Antitrust Case on Payment Fees

MasterCard Inc., the world’s second- largest electronic payments network, agreed to reduce a transaction fee paid by retailers and drop an additional levy imposed last year to settle a European Union antitrust case.  The settlement allows the company to avoid a daily penalty of as much as 3.5 percent of sales, the European Commission said in a statement today in Brussels.

Clearly a little knowledge continues to be somewhat dangerous in the banking field.

knowledge

In the field of television, it is a somewhat different story.  As Miro Cernetig points out, With new focus from new boss, B.C.’s tiny public broadcaster works.  That tiny public broadcaster is of course the Knowledge Network, the provincial broadcaster. That little Knowledge is clearly going against the trend:

National networks are laying off journalists, local stations are going off the air, programming is being cut and the Internet continues to rock the TV landscape. Even the mighty CBC is redefining itself as a public broadcaster.

As he points out a few weeks ago, Knowledge scored its highest rating — a 5.3 share, which means it’s creeping up on the bigger networks. Knowledge’s list of subscribers — 26,000 households donated a total of $2.2 million last year — is also growing,

.. and why is the tiny Knowledge Network, with its meagre annual budget of $10 million, prospering, while the CBC, with its $1-billion-plus public subsidy, is so clearly foundering? The answer is Rudy Buttignol, the  CEO of Knowledge, who is a major figure in Canada’s TV and film world. The Vancouver Sun article spells out some of the exciting things he has done and has in mind.

If you haven’t tuned in to Knowledge yet, check it out.  It is on Channel 5 on Shaw Cable.  Go spread the word: a little Knowledge is great.

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Local Business Coach Online

7 Reasons Coaches Can’t Make a Living Online is the somewhat provocative title of a post from Internet Business Coaching expert, Terry Dean.  As he says:

This article is specifically written for my readers who call themselves life coaches or business coaches. It’s about the 7 major mistakes I see coaches making online.  Go through each of these and really examine your practice to see if each element is holding you back. In every coach I’ve consulted with at LEAST 2 of these roadblocks were holding them back. I expect the same is true for you if you aren’t at the six figure level at least.

His Road Blocks are:

  1. You Are a Generalist
  2. You’ve Never Defined Your System
  3. Limited to Hour Based Income Only
  4. Not Generating Enough Leads
  5. Limited Selling Skills
  6. Not Recognizing your True Value
  7. Doing It All Yourself

His article expands on these topics and is well worth a read.

Checking Google for ‘business coach online’, there are clearly a great number of people who are offering such a service.  How many of them, I wonder, are running into those roadblocks that Terry Dean has identified..

Google’s current number one choice for a business coach blogger is Ken Troyer, an Online Business Coach & Mentor, who is Quietly Working Behind the Scenes.

He posts somewhat rarely so clearly Google must be aware of many of his grateful customers who presumably link to his website.  Since the start of the year he has only two posts, Lost Your Job? on February 16th, 2009 and Meet The Mentors Of The Niche Power Group on January 3rd, 2009.  He clearly is using his own recommendation: Set, and Forget…Get 250 One Way Links Automatically …with your keywords as anchor text. This is the how I got on page one of Google for my keywords.

What exactly does a local business coach do for you?  I believe strongly in the words of Peter Drucker, Help is defined by the recipient.  A good business coach is someone who can complement your own skills and experience.  It is someone with whom you have a mutual relationship of respect and confidence.  If the personal chemistry is good, then you will find that there is a synergy in working together.  The business coach provides a mirror in which you can better see exactly how you are running your business and how it can be strengthened.

A good example of such a business coach is Donna Fontenot, a fellow moderator at Cre8asite Forums. who is very well known in Internet Marketing circles, and who offers eBusiness Coaching & Consulting services   She provides expert assistance, as she says, for anyone wishing to transition from an office cubicle to a successful online ebusiness capable of generating substantial buzz and profit.

Team action with your local business coach is essential. Google’s new enthusiasm for local search gives new opportunities to leave your competitors eating your dust. The coach must be there whenever you need them, although thankfully with mobile phones and the Internet that is much more practical.  He or she will provide help as and when needed.  No more and no less. If you would like to explore how that can work for you, why not send us a message.

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Since Google Is In Mountain View, CA, Is It A Guru?

That may seem like a cheap shot and I have the greatest respect for much that Google offers.  However I am bemused by the current interactions of Google and Twitter.  .. and this morning, there is an excellent article on the Times Online entitled, Goodbye to glib gurus and their gobbledegook

It is well worth reading.  It points out that the credit crunch is showing management theory for the hollow, jargon-filled sham it always was. But at last the tide is turning. As the gurus simplistic theories are discredited because they don’t work in a reliable and ongoing way for a majority of the applications, people are turning back to the essential values.

People really have enormous talents and strengths.  Given the goals to be achieved, they will usually figure it out.  Don’t over-control from the top with compliance procedures.  The message that comes from that is that people are cogs and they should perform within stated tolerances.  If you treat people like cogs, then they behave like cogs.

The alternative is to respect what each and everyone has to offer and rely on grass roots leadership to get the job done.  In a funny way, it parallels the struggle now going on between Google and Twitter.  It is perhaps symbolic that Google sits up there in Mountain View, California.  Sounds like guru territory to me.

Annex

Not least of the attractions of the article is a final listing of all those guru techniques.  We add them here for your entertainment and for future reference.  If all else fails, ..

Management by numbers – The gurus know how to count…

  • Michael Porter’s Five Forces
  • Kenichi Ohmae’s 3 Cs – Commitment, Creativity, Competition
  • Peter Senge’s Five Disciplines
  • W. Edwards Deming’s Fourteen Points
  • David Kolb’s Four Factors
  • Rensis Likert’s System 4

Management by acronym – They also like to spell things out…

  • AVA = Activity Value Analysis
  • BPR = Business Process Re-engineering
  • CBA = Cost-Benefit Analysis
  • TQM = Total Quality Management

Management by cliché – But best of all they like a snappy phrase…

  • Management by Walking About  (Tom Peters)
  • Who Moved My Cheese?  (Spencer Johnson)
  • Theory X and Theory Y  (Douglas McGregor)
  • The Managerial Grid  (Robert Blake and Jane Mouton)
  • In Search of Excellence  (Peters again)
  • If it ain’t broke… break it!  (Robert J. Kriegel)
  • The Pursuit of Wow!  (Is there no end to Peters’s phrase-making?)
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BWelford’s Monthly Round-Up For February 2009

This is the online version of the SMM Newsletter. It is a selection of the most popular posts written by Barry Welford (online name BWelford) during the past month.

We hope you will find this round-up instructive and in some cases thought-provoking. You can receive an e-mail version of this if you prefer. In that case, please subscribe at the top of the right sidebar.

The blogs in which the posts appeared are indicated by the following abbreviations after the date: BPW = BPWrap; DIR = DirJournal Marketing Articles; SGL = StayGoLinks; SMm = Senior Money Memos; SSc = SEO-Scoop, a Search Engine People blog; TOBB = The Other Bloke’s Blog
Apple Safari v.4 Beta For Faster Gmail - 02/26/2009 OBB
The Apple Safari browser version 4 beta handles Gmail really well and does a much faster job than Firefox with a better user experience than Google Chrome.
Scams in Canada - 02/26/2009 SMm
In the current recession there are even more scams being run and it is important for everyone to be vigilant. Lists of information resources are provided.
Click Here For Better Usability And SEO - 02/25/2009 SSc
Click Here works well for Usability but requires image buttons with ALT text to perform well in SEO.
Deep Web, NOW Web – more headaches for Google - 02/22/2009 BPW
The NOW Web includes all ‘online’ packets of information or Instants. The New York Times describes the Deep Web which is uncrawlable by Google.
The NOW Web Is Not The Mobile Web - 02/18/2009 SGL
The NOW Web includes the World Wide Web and all other online packets of information or Instants. The concept is suggested by what Twitter has done.
Yes, Yes Minister, Please, Please - 02/13/2009 SMm
The freebies received by top UK government civil services raise questions on what influence these were meant to have. Bonuses are also questioned.
The NOW Web From An Even Higher Place - 02/18/2009 OBB
Twitter has shown that there is much more online communication activity than is found by Google. The NOW Web is the descriptor of this enhanced cyber-space.
Getting Results From Twitter - 02/11/2009 SGL
Twitter is now a rich resource since so many people are now involved. Being effective requires careful time planning and contact with high profile users.
Check Those Cleared Bank Cheques – A New Scam - 02/08/2009 SMm
Even if your bank has ‘cleared’ a cheque, they may still come after you if the issuing bank eventually does not also clear the cheque.
Too Many Seniors In British Columbia - 02/07/2009 SMm
British Columbia has a high proportion of seniors and this will grow. However with good health, they can still contribute to economic performance.
How To Write Engaging Blog Posts - 02/04/2009 – DIR
Blog posts must be attractive to visitors and visible in the search engines. More challenging is to make them engaging so that visitors get involved.
Global Recession Needs Global Solutions Without Protectionist Trade Barriers - 02/04/2009 SMm
The Buy American clause in the US recover package would trigger retaliatory action by Europe and Canada among others against this protectionism.

If you would like the occasional search-engine visible blog post added to your own blog, why not contact us.

Barry Welford

Footnote: If you are looking for more information on how to run your business more effectively, why not check out these Top Selling Business Books from Amazon. This is an affiliate link but if you do buy a book the small commission does help to underwrite a small part of the cost of providing these newsletters and blog posts.

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BWelford’s Monthly Round-Up

This is the online version of the SMM Newsletter. It is a selection of the most popular posts written by Barry Welford (online name BWelford) during the past two months.

We apologize for the long delay since you saw the last version but as you can see I am now being invited to write for more blogs. We hope you will find this round-up instructive and in some cases amusing. You can receive an e-mail version of this if you prefer. In that case, please subscribe at the top of the right sidebar.

The blogs in which the posts appeared are indicated by the following abbreviations after the date: BPW = BPWrap; DIR = DirJournal Marketing Articles; SGL = StayGoLinks; SMm = Senior Money Memos; SSc = SEO-Scoop, a Search Engine People blog; TOBB = The Other Bloke’s Blog; VC = Viral Conversations
Twitter, The Blog Killer – 01/29/2009 SGL
The wide popularity of Twitter is making blogging more difficult as Mark Evans states. However more people now use mobile devices.
How Well Do You Use Your Twittersphere? – 01/28/2009 SSc
Twitter can be an irritating noisy diversion or a process for dialoguing with your friends: effective use requires some interface such as Tweetdeck to derive maximum benefit.
UK Ministry Of Silly Walks- 01/23/2009 SMm
Monty Python on its YouTube channel offers free viewing of all its videos in the hope that you will then buy the DVDs from Amazon.
A Fluid Google Favicon – 01/20/2009 BPW
Google has adopted a somewhat fuzzy, fluid favicon reflecting the view that brands should be in constant evolution. A sharp favicon seems better.
Top 100 Lists Are Over The Top – 01/14/2009 DIR
Top 100 lists are like society columns with only fleeting recognition for those listed. They may have some small value in creating back links.
How Will Search Change In 2009? – 01/09/2009 DIR
2009 will probably be the year in which Mobile Search becomes more important than regular search so one needs a mobile-friendly websites.
Make That Elevator Speech A Twitter Intro – 01/06/2009 TOBB
Elevator speeches seem somewhat archaic in this online world. A Twitter Intro in 140 characters and spaces seems much more appropriate.
All About Money – 2008/12/28 SMm
Money is of interest to all and there are many descriptions and celebrations of its characteristics and the feeling of well being it brings.
Mobile Search – The pro and cons of developing a mobile version of your website – 12/26/2008 DIR
The Mobile Web is now bigger than the PC Internet Web and having a mobile version of a website is rapidly becoming a priority.
Who Wants To Be A Millionaire? – 12/26/2008 SMm
Eartha Kitt died at 81. Any of her adoring fans would have been delighted to be the millionaire that this old-fashioned girl was looking for.
Put Your Right Footer In – 12/15/2008 DIR
Fact-filled footers with many links can provide more navigation help to the enthusiastic website visitor and may make websites more sticky.
Visitors Bounce – 12/09/2008 BPW
The bounce rate for visitor traffic is a good measure of the relevance of a web page. Sticky websites will likely get higher Google rankings.
SearchWiki or Search Sticky – 12/03/2008 BPW
Basing search on searchers votes seems much less reliable than basing this on how they act. Sticky-SEO describes the future of search.

If you would like the occasional search-engine visible blog post added to your blog, why not contact us.

Barry Welford

Footnote: If you are looking for more information on how to run your business more effectively, why not check out these Top Selling Business Books from Amazon. This is an affiliate link but if you do buy a book the small commission does help to underwrite a small part of the cost of providing these newsletters and blog posts.

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Newspapers When The Going Gets Tough

When the going gets tough, the tough get going.  That phrase came to mind after reading.Mathew Ingram’s article,  Newspaper staff cuts: Good news?

There are a lot of newspapers that haven’t been moving quite as quickly as they might towards an online future. To a large extent, these papers have been insulated from the need to change by a healthy cash balance, a lock on local advertising markets, a magnanimous owner, a sense of entitlement, etc. (feel free to pick more than one).  What better way to force some change than by administering a large but hopefully non-lethal shock to the system?

With the advertising-revenue wolf clearly at the door, managers at these papers have moved swiftly to shed entire categories of sub-editors, to reconfigure the desk system, to merge Web and print duties where they might not have been merged before, and so on.  Even papers with strong unions have been able to accomplish this, because the economic necessity is so obvious.

When times are easy then even weak competitors can survive.  A tough time forces management to consider how performance can be improved.  Only the strong survive in that process.  In some ways it’s the law of the jungle.  Eventually the best survive.

Donna Ladd expressed a similar sentiment in her [Editor’s Note] When the Going Gets Tough.  She had another dimension on which she felt that newspapers could improve and grow:

I strongly believe that the key to weathering the crisis, or maybe even riding it like a wave, is to think as local as possible. We must look at the world around us with abundance in our hearts—not with stinginess in our eyes. We must help others succeed, dance with the ones who really care about us, bolster our local business community in every way possible. They are the ones who are there for us, the ones who don’t have a corporation telling them to lay off people because the outlets out West aren’t doing so well.

It really points to another lesson, which is never to assume that you are doing the very best you can do.  It is always good to have measures of performance and see how you could do even better.  Complacency is a certain recipe for demise when the times are changing.

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Happy 150th Birthday, British Columbia

Happy Birthday, British Columbia, the Vancouver Sun proclaims today.  Today British Columbia is officially 150 years old. Sincere congratulations to all in B.C. as they commemorate this important anniversary. It is an incredibly beautiful and resource-rich land.

oppenheimer

The Sun salutes some of this city’s oldest companies that have adapted and grown with B.C.  The oldest is The Oppenheimer Group, which is as old as the Province.  In 1858, four Oppenheimer brothers followed the gold rush to British Columbia and founded Oppenheimer Bros. & Co. in Victoria, to provide food and supplies to thousands of fortune seekers.

They are now one of North America’s top fresh produce companies bringing in and delivering over 100 varieties of produce from more than 20 different countries. The  business is managed by a team of professionals located in over a dozen offices throughout North and South America.

marketplace iga

The multibillion-dollar H.Y. Louie Co. Ltd. started in 1903 and now has flowered into an energetic family business.  Today, Brandt Louie, the grandson of the founder, heads a $4-billion empire, employing 8,000 people in four different businesses: food wholesaling, the IGA food chain, London Drugs and an import-export division.

purdys chocolates

Vancouver’s most famous chocolate company, Purdy’s, has also been around for more than 100 years. It began in 1907, when Richard Carmen Purdy began selling chocolates he made in his own kitchen from his Robson Street store. He quickly attracted a loyal following from chocolate lovers who passed on their taste for Purdy’s Chocolates from generation to generation.

These three are only a small fraction of the companies that have prospered and grown throughout British Columbia’s 150 year history.  With the 2010 Olympics the future is certainly even more promising.

Related Books:

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There Is No Space In Brand

 
Keep It Simple, Simon
KISS

Focus, focus, focus as Peter Drucker would have said. Andy Sernovitz, the word of mouth guru, puts it another way: There’s no “and” in “brand”.

Here’s why it doesn’t work:

  • You can’t sell it. Your sales material can’t convince people that you’re the best at A–and, by the way, you also do B. Not believable.
  • You’ll never be the go-to guy. People call Andy Sernovitz for word of mouth advice. They call Guy Kawasaki for startup advice. Until you are the obvious answer to “I need to call ___” you’ll just be one of hundreds of random names.
  • You’ll never get referrals. Your friends and clients don’t know what to say about you.

It is also true that if humans have a problem with your brand then search engine robots will have an even bigger problem. You must own your brand on the Internet. In practical terms that means when you Google it, you come up first.

Building on Andy’s idea there is also no space in brand. In other words it’s one word. That is important in branding too. Stick with a brand that is a single word and you will avoid a great many problems on the Internet. Allen Adamson of BrandSimple leads by example here. He believes strongly in simple brands but his brand is BrandSimple. I guess he reversed the words because SimpleBrand was already taken. His blog is worth exploring for further ideas on this. Quite rightly his attention is now much more on digital brands and you can guess the name of his next book. BrandDigital of course. I assume DigitalBrand was already taken too, but by now perhaps reversing the words is a kind of trademark for him.

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