Disruption

The latest excuse for business failure….

…..disruption….everyone is shopping online….

…..we can’t find suitable staff….

……too much competition…..

….we can’t keep abreast of the technology….

Retailers are closing at a terrifying speed, and blaming everything and everyone for their lack of vision.

Senior executives are sitting in their posh corner offices living lavish lives while their shareholders lose their investments.

Whatever happened to ‘managing while walking around’??

Are they only listening to the carefully delivered rhetoric by a few hand picked yes men?? And more importantly, can they be trusted??

Does anyone actually know what their employees are doing ?? Do executives even know who they really ARE any more?? There are so many people working in companies today with hidden agenda’s that having superficial interviews and references are simply not enough. How many times has someone been referred to me only to find out that who they profess to be bears no resemblance to reality?!

Companies are using agencies to do references, and they are only calling the references provided. But REAL, in depth references often bring a stark reality to the true person.

People are inflating their titles, salaries, successes, and more importantly education.
Did you know that there are 800 fake universities out there?? Really.

So, the ‘back door’ reference often tells a very different story.

Doing references is an art form, questions often can be directed in such a way as to elicit extraordinary responses. Using a list of pre-established questions does not leave much to the imagination. Furthermore, depending on exactly how the question is asked, the answers can go from one extreme to the other.

So, making sure you know who you are hiring is important. Getting rid of them is extremely expensive.

I am fascinated by companies offering services to the public, be it banks, grocery stores, fashion stores…etc.
No one appears to understand business 101 any more.
There is no common sense. No thought …no reason.

The person you are rude to, may be the same person your company is pursuing to acquire their business. Take banks for example, if start-ups are the driver of the economy, has anyone considered that having ‘preferred vendor’ lists is removing any chance of them growing, and how detrimental this is??
It hurts the bank’s future business, and the economy as a whole.

The arrogant clerks who think they are saving money for the corporation by limiting the number of suppliers are actually hurting the very same company and the economy as a whole, and they are limiting creativity. If you only deal with the same handful of suppliers, and lock out anyone else, how can you possibly know if someone has a better, more imaginative product??!!

How many times as a business owner have I been pursued for my custom by the very company who has refused to do business with us because we are not ‘big’ enough??
Does big mean better?? From what I have seen, the answer is NO.

Do you really want to pay a 300 – 400% markup on the same independent Consultant as I can give you???
Do you REALLY think that the big firms have all these people just waiting for your call??

Catch 22, or Economics 101, or , utter lack of common sense.

Or the rude clerk in a grocery store or high end retailer insulting the wife of an executive that is being pursued by the same company?? If your wife comes home from shopping and speaks of the disrespect she has suffered, do you think the executive will then give you his business??

Courtesy and business go hand in hand.

Companies today do not appear to invest in training. They speak publicly of their corporate code of ethics, but what is really happening within their walls??

If certain individuals within these companies only do business with companies who give them a kick back, then how can we possibly give any credence to their so-called ‘code of ethics”?? … but is anyone actually checking?? The answer is NO.

If the management team lies, how can they expect the staff to do anything else??

If the Senior Executives receive millions in bonus’, fly on private jets, eat in the most exclusive clubs and restaurants, at some point the individuals actually doing the work and earning pennies in comparison are going to find a way to compensate themselves.
In NO way am I justifying dishonest behaviour, I am simply pointing out fact.

If the cornerstone of growth in the economy is small business, who are the largest creators of new jobs, then doesn’t it make sense to do business with them instead of systematically closing them out??

Over the last couple of weeks, dinner table conversations have repeatedly reverted to the discussion of on-line shopping versus in store.
Most of the people around the table actually enjoy the sport of shopping, yet in every case, due to the extraordinary unpleasantness they experienced with rude or inexperienced staff, or worse, staff who were not knowledgeable, and gave inaccurate information with an attitude, EVERYONE, each time admitted they found themselves shopping online as they had walked out of an unpleasant shop.

SO, is the problem actually technology based? ie, disruption, or is it human?

Certainly from my own experiences, it has been 100% human.
If I have walked into your store with cash in hand on 5 separate occasions and your staff has been unwelcoming or unpleasant, and I absolutely KNOW my size, why on earth would you think I will return??
If I can make a purchase on line, often for a reduced price, which will be delivered to my door by a delightful man……why should I come back to your store?
Why should I give you my cash?
Why on earth should I recommend you??

There are certain shops in Westmount, in London, I go out of my way to visit…why??

  • Extraordinary Service
  • Knowing I am appreciated
  • Because I am greeted with a hug and a smile, and always leave smiling
  • And YES, I am absolutely prepared to pay more to shop there if necessary.

How do people feel about YOUR business? …. Are they welcomed or humiliated??

Time to go back to mystery shoppers, time to go back to ‘managing by walking around’ , time to go back to the time where clients and suppliers were treated with respect, not as commodities, time to make sure your employees are not running their own fiefdoms within your walls, time to make sure that executives are actually doing what they are being paid to do, time to ensure that plans are in place to ensure your long term survival.

 

Leave a Reply