You are currently browsing the monthly archive for August, 2007.
To celebrate Labor Day week-end the Willamette Week has a cover story on the “suckiest” jobs in Portland (Oregon).
Number One: BEING Chuck E. Cheese. I have never been the rodent, but I’ve seen him. He frightens me. That whole place creeps me out. There’s not enough beer in there to get me to ever go back. I mean I love my nieces and nephews a lot, but not enough to celebrate another birthday there. Ever. Did I already say that?
Number Two: The night janitor at a Sex Shop and Video Arcade, called the “Peep Hole.” That’s all I’m gonna say about that.
What’s the suckiest job you’ve ever had?
“There are no rules here. We’re just trying to accomplish something.” - Thomas Edison
That quote perfectly describes Social Media. It also appears in the preface of my new favorite book: Shut Up, Stop Whining and Get a Life. by Larry Winget.
Larry is an in-your-face-cut-through-the-crap kinda writer. I wish I could be. But in this age of political correctness, we rarely are.
I’ve been reluctant to blog while I’m reading this book because I’m afraid I might offend. Like, I might accidentally say something like:
“If your life sucks, it is because you suck.”
or
“The three main reasons people are not successful:
1. They are stupid.
2. They are lazy.
3. They don’t give a damn.”
I didn’t say those things, Larry did. I just happen to agree with them.
Larry also quotes one of my other favorite writers. Yoda:*
“There is no try, only do.”
One of my pet peeves - when I’m working with a group - we’re brainstorming, someone comes up with a great idea, only to have a co-worker squash it, trash it, and suck the energy out of the moment by adding… “Oh, we tried that before. It didn’t work.” Then I find out they “tried” it 8 years ago - and they didn’t really try. You can’t try to make something work. Whenever I hear the word “try” I hear, “We are planning to fail.”
I plan to finish this book this week-end. Notice I didn’t say try. That’s how that works - set a goal - and complete it.
* If you get me drunk enough I will do my Yoda impression for you - some say it sounds suspiciously close to Grover from Sesame Street. Either way, it shocks people. Again, have to get me drunk. Long Island Iced Teas usually work.
Back from my vacation and catching up on my google alerts. This one came across while I was gone. Battle between banks and credit unions rages on.
Two paragraphs from the article stood out for me:
“Credit unions originated in Europe in the 1840s, but really gained a foothold in the United States in 1934 with the signing of the Federal Credit Union Act by President Franklin D. Roosevelt, who saw credit unions as a way to help the nation recover from the Great Depression.”
“Credit unions were established to “make more available to people of small means credit,” in hopes of “helping to stabilize the credit structure of the United States,” and were therefore organized as non-profits that were owned and governed by their members.”
Also in my email box was an announcement for a webinar hosted by Callahan & Associates sponsored by Mark Weber of Weber Marketing.
Here’s an excerpt:
“According to Mark Weber of Weber Marketing Group, ‘A lot of credit unions are asking how much should they go back to the message that they are a non-profit credit union and their profit goes back to members. Is this an ownable, differentiated difference upon which to tell the credit union story?’ For many credit unions this simply isn’t enough to build a brand upon that will distinguish them in the market and lead toward increased membership and expanded services for existing members.”
The webinar promises to deal with the issue of name change and re-branding. It goes on to say:
“A credit union name change should be seriously considered by all those who are considering a re-branding initiative.”
The question, in my opinion, is not “Should you change your name?” but rather, “Do we change religions?”
Americans households are saddled with an average of $8K in unsecured debt. The household savings rate is in the negative (excluding retirement). The stock market is as volatile as ever. Subprime mortgages losses threaten the stability of our economy.
The last thing the America needs is another bank.
Let’s dig deep folks. We have a cause - it’s always been to promote thrift.
To help people live within their means. or as CUNA so eloquently said in a 1952 advertisement placed in Newsweek Magazine: “Thrift, economy and character are linked together. Credit unions do much to promote them. Thrift and better financial management contribute to high morale of employees and are fundamental to national well-being.”
It’s not about marketing that, it’s about living it!
Beautiful day in Edinburgh, Scotland. You have no idea just how HUGE that castle is until you see it live, looming over the city. Fantastic!
It was a big night on the boat. Formal night. I bought a new beaded girl purse. Mark wore his tux and we even had a formal portrait taken. It was lobster night in all the restaurants. Before going to dinner we had to have our pre-funk cocktail with Sid and Mel our two favorite bartenders. Chatted up Paul Burton, the signer/piano player that I think Simon Cowell would even like (one of his favorite slams to a contestant is that they sound a lot like a cruise ship performer). A perfect night, so far.
We went to dinner kind of late. 9:30 pm. All the restaurants close at 10:00 (with the exception of the buffet which is open a staggering 24/7 because some people have to eat - and eat - and eat).
We were seated in the DaVinci Dining Room at table number 157B. The waiter hates his job. Or maybe he was just having a bad day. Either way, it was sad. Every employee I’ve encountered on this ship has been exceptional. Even the gal tidying up the restroom (or toilet as they call it in the British Isles) greeted me. You can’t walk down the hall without being acknowledged by the Cabin Stewards who are constantly creating wow experiences in your room. (shout out to Oliver our Cabin Steward who also bothered to learn our names and greeted me as Miss Denise - I love that).
Today’s lesson from the Love Boat. When you give exceptional service, your members’ expectations will rise. And when one employee throws the pen and receipt down on the table with total indifference after you’ve ordered a $74.00 bottle of wine, you notice. I like to consider myself a good customer. I think it is, after all, a relationship you are trying to build. And as with any relationship, it takes two people. I was so startled by his actions I felt somewhat responsible. Had I said or done something to piss him off? (Catholic Guilt). So I made sure to look him in the eye and thank him when he poured my wine. Nothing. We ordered. Appetizer, soup course, salad and then the lobster. We got in and out of there in less than an hour. He was waiting for us to put our salad forks down and BAM next course. I get it. He wanted his night to end.
It reminded me of being a teller. I know that feeling you get on a Friday night - 3 minutes till closing, you’ve already begun to balance your drawer and that one last member comes in. Dang! But you gotta suck it up. They are the reason for your job.
I know that the Princess line really prides themselves on providing exceptional service. Sid and Mel and Oliver are delivering it flawlessly. But table 157B threatens to undo all of their hard work with his surly attitude. Brand is your reputation, not your logo.
Corporations don’t have values, people do. And so your corporation becomes the accumulation of all employee’s values. I’m sure that the culture at Princess will spit out this negative waiter. He clearly does not share the values.
In the meantime Chicky-Peas “I’m back on dry land once again….” (name that tune). And as the British so eloquently put it - “Here’s wishing you a safe journey onward.”
I’m drinking my cappuccino on deck of the Love Boat. It’s in a big lovely mug and they’ve sprinkled the foam with chocolate powder in the shape of a heart.
Last night we attended the Movies Under the Stars. The deck chairs were covered with a deep red canvas cover with the words “Movies Under the Stars” embroidered on the built-in pillow. At the foot of each chair was a neatly folded matching plaid blanket. There was popcorn popping nearby. We snuggled down breathing in the sea air, laughing hysterically at our new favorite “guilty-pleasure-don’t-want-to-admit-we-loved-it” movie: Blades of Glory.
Attention to detail. Princess Cruise Line gets it. That’s what turns the errand of banking into a WOW experience. Umpqua Bank gets it too. When you make a deposit in a branch, instead of threatening to charge you because you’ve been in there too much, or giving you the stink-eye they place your receipt on a lovely black lacquer tray with a gold foil wrapped chocolate in the shape of their logo.
I’m going to order another cappuccino……..
Bigger is not better.
Yesterday we golfed. In Scotland. We didn’t set out to golf. Our boat docked in Invergordon. Most of the passengers booked tours to nearby Inverness. We decided to strap on the iPods (that talk to our Nikes ) and go explore the countryside. We came upon a small golf course nestled in a quaint neighborhood.
Just a tiny two-story building acted as the club house. Inside was a bulletin board with handwritten names and scores. Notes from golfer to golfer. It felt very intimate and very inviting. Two local boys were walking up to the first tee. Carrying their bags.
There are no golf carts on this course. There is no fancy golf shop with overpriced merchandise. There’s no restaurant. Just people who love golf.
We rented an amazing set of golf clubs with “trolly” for a few pounds. I’ve never swung a Big Bertha before! Mark had the Bigger Bertha (which again, is not necessarily the better Bertha). There was no one visible playing ahead of us. No one behind us. Just the sea air, views of the nearby town, rolling green hills and beautifully manicured greens.
When we finished (the 18th hole is just wicked btw) we sat down with the locals and shared a pint of Guinness (or two) and watched football (we call it soccer). Something about the simplicity and quality of that course got me thinking. Sometimes we let our club house get a little too, how shall I say, sterile and boring? Credit unions used to be gathering places for the sponsor’s employees. The break room. Inviting and comfortable. It was okay to “hang” and catch up and show pictures of your kids. Offering someone a cup of coffee came naturally. It didn’t have to become someone’s “job.”
Lately I’ve been in branches that have clearly lost “homey” feel. Waiting areas that feel like “detention.” Plasma screens screaming about the latest product. Silk plants that need dusting. Quiet as a library. How did that happen?
I blame accounting. When it was discovered that the cost of a teller transaction is (insert your number: 5 times? 10 times?) greater than the cost of an electronic transaction, everyone freaked out. First time I heard that stat I said to myself, “Well, of course it does.” And guess what - the loyalty economics were not considered in that equation. It’s at LEAST 100 times harder to build a relationship with a member at an ATM than it is in the lobby. Unless you have a Flickr link built into your online banking you’re probably not going to see those pictures of the new baby. The loyalty begins to erode and the credit union becomes a commodity. Do the math on that one.
The Invergordon Golf Club has been around since 1893. If you ever visit the area, it’s on the west side of town. You can’t miss it.
Cheers!
Guinness is good for you. Anyone in Ireland will tell you that.
I know I feel better after I drink it. And there’s nothing like a fresh one. Our bartender (who refused to let us take his picture unless his hands were over his face) presented us a frothy pint with a three leaf clover carefully etched in the foam.
Cheers!
Today we arrived in Greenock, Scotland and took a bus to Glasgow (pronounced Glaz-go!). As our boat pulled into Clyde Port in the wee hours of the morning, a single bagpiper played us in. By the end of his first song, probably 1000 sleepy headed passengers were peering over their balconies and erupted in applause. Not a bad wake-up call.
I can only say that Princess Cruise line must choreograph and thoroughly rehearse their almost daily disembarkation experiences. Think of how difficult it would be to get 2600 passengers off and on a boat - on time - AND the experience does not suck?
You cannot over communicate to your members. That’s today’s lesson. Each and every day we are delivered two newsletters on the Grand Princess. One is the overview of activities and one an overview of the port (history, currency, time zone, fun facts, etc.) They also have the same information on your TV in your room. Constantly running. They also have signs posted (in big letters) guiding you to the correct points AND they have friendly employees posted all around the boat to answer your many questions. AND, the captain of the boat periodically uses the PA system to remind folks of sailing times and destinations.
Before we got on the boat we got a huge packet of information from the cruise line. In it were sailing times for each day, AND when we checked in were given a pocket guide.
It’s super important that you don’t “miss the boat” each day. To stay on schedule we all need to be aboard. I can only imagine how most credit unions would handle this communication.
“We put it in the newsletter that we sent you a month before we sailed, didn’t you READ it?”
You cannot over communicate when it comes to your members.
A tag line is a promise. One of the worst things a company can do is put a promise out there that you cannot deliver. Example: “We’re here for you!” (actual tag line of a credit union that is open Monday - Friday 9 to 5). So I guess it’s true. They are HERE for you while you’re likely at work.
I am sitting in the Lobby Bar checking emails. Our new friend Sid (the bartender) reminded us of Princess’ tag line - escape completely. He was chiding us for working during our holiday! I love it!
Have your employees ever used your tag line in conversation with your members?
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