Blog

O2 bending over backwards

It’s been a little while since we focussed simply on great customer experiences, so I’m grateful to Adam Murby for this one.

Adam is my pilates teacher. He’s very good at what he does and as a result, he’s very busy. It can be easy to take advantage of busy people. They don’t have the time to check they’re getting the best deal; they don’t have time to make sure they’re getting the best customer experience. Adam has contacted me to pass on a quick piece of great customer experience news. I’m flattered that he thought of me, and thought to tell me. I hope you like it. Needless to say, if you’ve had a great customer experience lately, drop me a line and we’ll feature it on the blog.

Hi Doug, thought of you earlier. I had an EXCELLENT customer service experience with O2.
I rang to get an international option taken off my account, and they did that and then they asked me to stay on the line while they could check if I was paying too much on my bill in other ways.
Turns out I was, and because they were more proactive than me about MY account, I saved money I was wasting. All unprompted.

The Science of Motivation

So the recession is over eh? Well according to some indicators we are entering a new phase. And I wonder, what are businesses going to do with the workforce that remains? Leaders should be asked:

How are you going to motivate your people?

How are you going to get them to give the discretionary effort that’s so vital in delivering a great customer experience?

How are you going to get your people to trust you, and each other?

This feels like a rare opportunity to do something different, to apply some science to motivation. How? Well for a start, instead of returning to the tired old method of incentives (and let’s face it if we’ve learned only one thing from the banking crisis it’s that incentives drive value destroying behaviour), why don’t we try some new approaches? How about some autonomy, mastery and purpose? Here’s a link to a great talk given by Dan Pink on the science of motivation. I suggest you go get a cup of tea, and take 18 minutes to watch, listen, and then do.

Have a great day

Live, and learn

Well after a few days of hard work, confusion and other stuff….I feel a bit of a chump. The book is going to materialise alright, but not with me as a co-author. I’m a little disappointed, but the reasons are clear enough to me, and I can live with them. The venture continues and I believe it will yield positive results. My hard work has not been in vain, a lot of what I’ve done will be used as copy for a supporting web site.

I feel a bit awkward as a lot of people gave me some great inspiration on hearing I was on this journey; I will use it to fire me up to write my own book so I assure you it won’t be wasted, thanks folks. You can read what I received and I hope it will inspire you too.

The Booker Prize will just have to wait, onwards and upwards.

OK, the question I asked was:

What do you do when the chips are down, it’s midnight, you’re frazzled and you need inspiration, motivation? Do tell.

Dave Campbell-Watts offered this:

Me at that point, I jot down my current thought, blockage, idea and go to bed. I know that I work completely inefficiently when I’m tired (or hungry) so I take the brave step and sleep. Let the sub-conscious do its magic. I come back to the work with fresh zeal and new ideas.

Start the next day by focussing and planning. Focus on the dream and the outcome, get excited again. Then plan the day, set targets, work out what needs to be done. I work in 45min-1.5hr bursts towards the target, once I feel my brain hit treacle its time for a breather and a change of scene.

Moving about is important for me to keep the energy flowing. Walking about the office, presenting to myself (people do wonder sometimes – a private space can be better for this!); a real brain pile-up might require a walk on the mountain with a notebook and pen in pocket.

I aim to enjoy the process as well as the outcome; if I’m having fun I’ll work a lot harder and the output will be far better!

Helen Peters suggested:

“involve others”, to create false deadlines (get someone to proof read something – that will make you finish it, and improve the end product), share questions, blockers.

The other one is take the dog for a walk across the fields.

John Coleman is somone I’ve not known for long but I like his style, and his willingess to chip in. He thought I might check out:

Prentiss Ingraham (1843 – 1904), a prolific American dime novelist who was known to write a 35,000-word book overnight.

And the very wonderful Mark Field, well he thought:

Great to hear you have set yourself a challenge.

When I end up in this situation there are several things I do:

* break it down into small bits (yes – I am not the first to say this) – set out my chapter headings / section headings – normally there is some of that which I already have floating around in my head in reasonable shape and I can commit with ease – hence giving a sense of some achievement and reducing the size of the remaining challenge

* when the words stop flowing I take some exercise – normally swimming as I find that I don’t need to think too much about the actual swimming up and down the lane and my mind can start to drift and things start to bubble up (perhaps I need to be careful here – I seem to remember your wife is a very accomplished swimmer) (again, I am not the first to say this – no different I suspect to taking the dog for a walk, going for a run or walking a mountain)

* once started keep working even if it is odd hours to avoid being interrupted or side tracked – for me both late at night and then keep going until I run out of things to write or starting immediately I wake up and again keep going until I run out of things to say work – don’t break for meals and stop the flow (but I do have quality coffee – I’m a caffeine addict)

* finally, when stuck call someone and talk to them about it – someone who knows nothing about the issue and hence is not fettered by any preconceived notions

What strikes me is that this is what I do but has a lot in common with what others have written – if it works for us perhaps it will work for you …

Thanks to all of you, and to Chris Plush whose great tips I feature a couple of days ago.