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How To Damage Your Brand. Just Say ‘It’s Not My Job’

‘Nope – I can’t help you with that, it’s not my job.’ How often have you heard that? I don’t even care that it might be true – ‘it’s not my job’ is a crappy and unhelfpul way to deflect an enquiry. It sucks when it happens between one employee and another and it goes off the scale when you are the customer. Too many brands think it’s an imperative to be social when it comes to broadcasting their message, and are apparently less keen when it comes to delivering service. Let me give you a current example:

At the beginning of this week I heard from Lisa-Mari about some problems she is experiencing with Sony, and specifically, a laptop that won’t stop misbehaving. Lisa Mari has tried to deal directly with Sony but after a series of blunders and failed promises, she contacted them via Facebook and Twitter. Here’s how the story starts on Facebook:

A very understanding opening from Lisa-Mari. She apologises for contacting Sony publicly and even says please when she asks for help. Then we move to:

As I type – there’s been no further follow up from Sony, despite a small bunch of people chivying them along on Twitter too. If your brand is online, then your job is customer services, end of story. And if you don’t get that I suggest you turn out the social lights, go home and let a more responsive company deal with your ex customers.

Search Me!

Man there’s some weirdos out there. And after a wander through the search terms that people use to reach my blog, it seems some of them aren’t so very far away. You’re not one of them, are you? Of course not, you’re way too smart. And because I know you’re curious too, here’s a list of some of the oddest search terms I’ve seen around here the past few days:

1. HR Halloween ‘unhuman’ resources – it’s getting close to that time of year again folks

2. Zombie HR – see number 1

3. Stop doing things in the post room – yes seriously, please stop. I mean sending letters and stuff is so last century

4. Doug and Voldemort – we’re best buds

5. Homer Simpson’s certificate of excellence – we’re biiiig on employee recognition

6. Razzle magazine big potatoes no teeth – OK you got me – I have no idea

7. Modern gyms suck – nuff said

8. Cyclists tongue out – I’m good with this one, we should all stick our tongues out more

9. Running mummies – I’m unsure if this is about mums getting some exercise and/or halloween – maybe it’s both?

10. We’re outta here – this seems like a good place to stop

How about you – had any weirdos drop by lately?

photo credit

What Mistake?

The 2012 Merge Festival is under way in the Bankside area of London and runs until the end of this week. After having such a great time participating last year I’d been in touch with the organisers and arranged for Carole, Keira and I to take part again, this time as the subjects of some drawings.

Yesterday, the three of us each went to a gallery near the Tate Modern and sat for five artists who captured their view of us. Nothing unusual about that, until you learn that the artists were in fact robots, all named Paul. Each robot was made up of a camera, and a drawing arm fixed to a desk, all hooked up to a laptop. They were all programmed by Patrick Tresset and the picture above is the view from the subject’s chair looking out at the robots (just after they’d finished their work).

Looking at the drawings straight after completion, two things struck us. First, they were good likenesses and we really like some of them, and second, they’re all full of what we’d normally refer to as mistakes. As we looked at the pictures, we began to really appreciate the fact that the drawings are in biro. There’s something quite permanent about biro ink and once the pen is committed to paper, you’ve got something lasting, something you can’t rub out and start again. This in turn made me think about some of the drawing exercises I do with groups of people to help encourage a sense of creativity, experimentation, failure and success in the workplace, and the interesting differences we might see when comparing finished pencil and biro drawings, ‘mistakes’ and all.

Here are some of the drawings the robots produced:

Keira Robot Drawing
Keira
Carole Robot Drawing
Carole
Doug Robot Drawing
Doug

This was a great fun experiment to be a part of and a great reminder that one person’s (or robot’s) mistakes, are another’s creative flair. There may yet be slots available in the schedule so if you are in London over the next few days check out the website and see if you can get along and be on the receiving end of a few mistakes.