Almost anyone can diagnose a problem. And, in todays world of blogs and social media everyone has a megaphone to rant and rift about it.
But problems don’t need attention called to them as much as they need solutions, and leaders to lead us to a better way.
In 1930 there was plenty of talk about what should be done and how to deal with the British monopoly on salt. But a leader name Mohandas Gandhi showed the world the way to peaceful disagreement and thereby setting the stage for the Rosa Parks and Dr. King to lead the American Civil Rights Movement.
In the 1980’s there was plenty of talk about cleaning up trash talk television. Then a little known woman by the name of Oprah Winfrey stopped talking about it and actually changed the format of successful talk TV likely and hopefully forever.
The world is full of problems but not full of leaders. The place you work, the organization you belong to are all full of problems but not full of solutions. Stop talking about it and be about it. We need you to lead us to a better way.
Let me start by saying that if you know me personally or if you follow this blog then you know I’m a fan of the Starbucks brand. But I’ve got to be honest. I just had a bad experience (from a marketing and branding stand point) at my local Starbucks.
After I left the gym this morning I pulled over and ordered via the Starbucks app oatmeal with 2 agave syrups, 1 blueberry pack, and 1 fruit & nut seed medley.
The bad vibes started the moment I walked through the door, and didn’t get the usual ‘Welcome to Starbucks from across the counter’. But that wasn’t the problem. The young lady serving up items at the pickup counter it was visible (at least it seemed) like she just didn’t want to be there. I mean I walked through the front door (along with another gentleman) and straight to the pickup counter and just stood there and she didn’t acknowledge either of us. We’re just standing there, and the pickup counter is right in front of the entry door…she saw come in. So we had to ask for our stuff.
When I get my order it’s wrong. But what’s frustrating me is that this not the first time this store has gotten my orders wrong. So I go up to the pickup counter to show her on my iPhone screen what I ordered and to ask does it come through to you this way. Her response “I don’t know, I didn’t pack your order”. I’m thinking “What!!!”. So I ask again, and she gives me the same response.
While standing there I realize I can’t read her name tag because it looks like someone took a wet cloth and smeared the white letters so that only what looked like a G, a Y, and an N were visible in her name. I’m thinking to myself what’s the point in wearing an illegible name tag?
Finally she asked me what was actually in the bag, I told her and she gave me the items that were left out. But what she didn’t give at any point was an “I’m sorry we got it wrong”. Sadly, this experience is a long way off form the Starbucks Barista Promise I wrote about a while back.
The main points I want to make here about branding are.
If you’re an employee and you’re having a bad day, as we all do sometimes either suck it up and smile or just go home. Our attitudes affect how the companies we work for are perceived.
Small things like a name tag that can’t be read actually matter a lot to some people … like me.
If you or someone else on your team get’s something wrong start with “I sorry”, not “I don’t know I didn’t do it”.
This post is inspired by my sister-n-law who’s theme for her 60th birthday is “Hello Beautiful”. Having recently attended her birthday party the video below caught my attention.
I’m tipping my hat once again to Dove for it’s branded content series. In this one Dove employed a sketch artist to show women the dramatic difference between how they see themselves and how others see them.
Dove’s campaign proves that marketing can be powerful when it tells the truth. It’s even more powerful when it forces you to see the truth. And according to Dove…you’re more beautiful than you think.