We deal with people, don't we?

When I look for a new business to supply a particular need, unless it's a commodity like postage, telephone etc,  I  look for a person I can relate to.

Yes, the person has to have the requisite skills and products but they need to be able to get my confidence as well.

So, how can you become such a person? In How Many Lives You Planning To Have? Evelyn Rodriguez has written a wonderful piece about forming relationships and having an enthusiasm for life and enjoying what people can achieve.

And it's not just a matter of self-confidence. It's about being interested in other people. Rodriguez links to a post by Kathy Sierra: Geek marketing should be like a good lover.There's no room for arrogance in relationships, particularly in business.

Lot's of great thoughts in both posts. Enjoy!

Australian Census 2006

It's Census night tonight.

It will be the first time Australians have a choice to complete their forms online by eCensus.

We'll see how accurate the Population Clock is.

Visual information analysis

Information aesthetics gives visual representations of data ranging from social networks to google searches, and it is Australian! (via loobylu).

What are we really doing about our oil consumption?

Since Brisbane's looming water crisis was announced, water consumption has reduced by 15%.

But the rapid jump in petrol prices seems to have only lead to complaints about the big oil companies and a reduction in the sales of big four wheel drives.

Jonathon Jutsen points out that Australia's "oil self- sufficiency has already fallen to less than 60%, and like America, we stand to be at best 40% self-sufficient by 2010!".

He argues that we should introduce:
- Fuel efficiency standards for new vehicles,
- Taxes or incentives to accelerate the retirement of large engine vehicles,
- Encourage the increased use of alternative vehicle fuels, particularly ethanol in the short term.
- Once these measures are implemented we could consider incentives for use of hybrid and high efficiency diesel vehicles.

Fortune has a story on The birth of the Toyota Prius which points out that the hybrid model is currently Toyota;s best selling car in the USA.

Keeping in touch with the blogosphere

Technorati currently tracks 29 million blogs.

Of course not all of these are sites that I would want to track, if I ever could.

I currently track 93 sites through Bloglines, my newsreader.

One of those sites is Blawg Review which itself is a weekly review of the latest in legal blogs with the twist that each week's collection has a different editor/host who brings their own different perspective.

This week's host is De Novo who apart from linking to my post about Seligman (and suggests the real question is "Why are lawyers such pessimists?") reminds me that it's time to update my list of blogs that I refer to in the sidebar of this page. Will do!

PS I also read the The Carnival of the Capitalists for business-related blogs. This week it's at Ideologic.

Is your business really focussed on your customers?

The cliche of the moment is "customer-centric" but most businesses that claim to be focussed on customer satisfaction will only in fact do what the customer wants if it fits within the business' own policies and processes.

Want help? Sure, but not between 1 and 2, that's our lunchtime. Want a fixed meeting time? OK but we might have to keep you waiting for 30 minutes.

I recently saw a presentation by Gail Kelly the CEO of St.George Bank. She said her bank was totally focussed on her customers. How did she know? She said that independent surveys of banks measured how many customers were thinking of switching to another financial institution. Whilst the average was around 18% , the result for her bank was NIL! She described how her bank was structured to achieve that goal. She talked about how she got the right people for the right job.She talked about her role as a leader to ensure the customer focus continued. And of course it reflected in continuing increasing profits.

If a bank can do it, why can't professional service firms?

Matt Homann has 3 great posts by Ron Baker : 1 on what it means to have a customer and 2 on repositioning professional firms (starting with pricing in The firm of the past and The firm of the future) so that they are truly customer focussed.

And even though Baker discusses the need to move from hourly billing to value pricing, it's not just about the money element. It's about looking at things from the customer's point of view: what are they getting from you, not time but a result. Not efficiency but effectiveness. A customer's measurement of satisfaction is different from that of most professional service providers. Until a business's KPI's for customer satisfaction are the same as the customers' how can they claim to be customer-centric?

A home office?

Yes, I'm working from home.

My home office has technological functionality at least equivalent to my old city office (but without a 5 person IT support team). And I am technologically mobile.

I don't have to worry about commuting to the city every day. I have flexible work hours but I'm not working any less effectively or intensely.

I see my wife and kids more.

Interested? Inc.com has a feature on Setting up a home office and My Shingle's online guide is great.

Putting the "office" back into "home office" has some basic but important comments.

Evangelical Entrepreneurs

In John Howard's new Senate, there will be a Family First member.

A Hillsong CD was Australia's best seller last year.

So, are Australia's evangelists going the way of the USA?

When George Bush was re-elected last year, it was with the help of the US's evangelists.

This article from Business Week (via Fast Company) explores the business methods the evangelists use in the USA and the economic impact of the churches they are building and books and music they sell.

How hard is it to change people?

You know the old line: the only person who wants to change is a wet baby.

In workshops they get you to list the 5 most important things in your life. Invariably health is number 1 or 2. So what are you going to do to improve your health, lose weight etc? Probably nothing.

A new Fast Company article Change or Die discusses a new health change program that can apply to the rest of our lives.

The conventional wisdom says that crisis is a powerful motivator for change. But severe heart disease is among the most serious of personal crises, and it doesn't motivate -- at least not nearly enough. Nor does giving people accurate analyses and factual information about their situations. What works? Why, in general, is change so incredibly difficult for people? What is it about how our brains are wired that resists change so tenaciously? Why do we fight even what we know to be in our own vital interests?

The article cites research which shows that 90% of heart patients refuse to change their lifestyle. It tells the story of Dr Dean Ornish who devised a program in which 77% of the patients change their lifestyle permanently.

Why does the Ornish program succeed while the conventional approach has failed? For starters, Ornish recasts the reasons for change. Doctors had been trying to motivate patients mainly with the fear of death, he says, and that simply wasn't working. For a few weeks after a heart attack, patients were scared enough to do whatever their doctors said. But death was just too frightening to think about, so their denial would return, and they'd go back to their old ways.

The patients lived the way they did as a day-to-day strategy for coping with their emotional troubles. "Telling people who are lonely and depressed that they're going to live longer if they quit smoking or change their diet and lifestyle is not that motivating," Ornish says. "Who wants to live longer when you're in chronic emotional pain?"

So instead of trying to motivate them with the "fear of dying," Ornish reframes the issue. He inspires a new vision of the "joy of living" -- convincing them they can feel better, not just live longer. That means enjoying the things that make daily life pleasurable, like making love or even taking long walks without the pain caused by their disease. "Joy is a more powerful motivator than fear," he says...

Paradoxically, he found that radical, sweeping, comprehensive changes are often easier for people than small, incremental ones. For example, he says that people who make moderate changes in their diets get the worst of both worlds: They feel deprived and hungry because they aren't eating everything they want, but they aren't making big enough changes to quickly see an improvement in how they feel, or in measurements such as weight, blood pressure, and cholesterol. But the heart patients who went on Ornish's tough, radical program saw quick, dramatic results, reporting a 91% decrease in frequency of chest pain in the first month. "These rapid improvements are a powerful motivator," he says. "When people who have had so much chest pain that they can't work, or make love, or even walk across the street without intense suffering find that they are able to do all of those things without pain in only a few weeks, then they often say, 'These are choices worth making.' "

Are there lessons for business? Absolutely. The article gives examples of successful change from IBM, Xerox and other companies. Read it.

The tyranny of office time

How do you value that inspiration you had in the middle of the night? Or the time that your subconscience is thinking about a client's problem whilst you are trying to attentively listen to your child?

Are these moments any less valuable than non-productive "Face Time"?

Bruce McEwen discusses this Business Week article and cites a lawyer bemoaning that he doesn't have time to reflect and consider problems any more, clients want instant answers.

There's no doubt that the idea of being chained to a desk ignores the fact that people can't be productive for hours on end.  It also ignores the fact that clients just want to be communicated with: as long as they understand the problem and what you are doing to solve it, they are willing to give you reasonable time to do so. That assumes there is a relationship of trust between you.

Customer Service

It's Friday afternoon and I'm overdue for a rant...

3 examples of customer service (good and bad) this week.

First up, my daughter bought a 2nd hand french horn. The sellers had it serviced before we took it.  It wasn't playing properly...my daughter guessed the valves had been switched. The servicers refused to admit they had made a mistake on the service until they took it to a music professor who agreed with my daughter. It took 3 days to sort out.

Secondly, I was having problems with my new glasses. I thought it was me but took my old glasses with me to the optometrist for a check up. She compared old and new and quickly admitted the new glasses hadn't been made up properly. She immediately agreed to have them fixed and apologised for the lack of quality control.

Thirdly, I ordered a new IBM notebook direct from IBM on 4 January. I was quoted 2 weeks delivery, then 2-3 weeks. Today I rang and asked for an update. I was told not before 19 February with no guarantee. I cancelled!

What a week.



How to do powerpoint

Like John Quiggin, I've needed some time to analyse Lawrence Lessig's presentation on Free Culture last week.

Inchoate's post has prompted me to try and record some "take home messages" for the future. (Even though he saw the Supreme Court presentation on Eldred v Ashcroft which I couldn't attend, it seems Lessig's presentation style was the same for both.)

The presentation was the best use of powerpoint by anyone (let alone a law lecturer/academic) that I've ever seen. (In fact my immediate reaction at the end was more like "Whoaaa!!!") Yes, even awesome.

Putting aside disagreements people had about the subject matter (in that room of creators, academics and lawyers, there were a few), Lessig managed to combine the visuals perfectly with his oral argument.

The slides themselves were high impact (black background with red and white text, usually only one word a slide, slides changing every 2 or 3 seconds, all timed perfectly with his speech and in places broken up with an appropriate multi media clip).

He has obviously given similar presentations before (based on other reviews, see here) but I can only admire the amount of preparation required to get a 1 hour plus lecture to that level and am thankful as a member of the audience that he spent such time.

Donald Norman has commented that the best speech is one where no powerpoint is used at all except for pictures. He believes that a darkened room interferes with communication between speaker and audience. He believes that bullet points should be used only as speaker's aids, not visible to the audience.

As a participant in Lessig's audience, I felt that the powerpoint added to and did not detract from the message.

For my part, I will work a lot harder on my future powerpoints (if I use them). I want my audience to react the way I did (and now I know it can be achieved even on a legal topic!).

Public Library Access to Databases

I had a great conversation with a law firm librarian during a break at the Open Content Licensing Conference.

We covered knowledge management, IT, litigation support and training in big law firms.

We complained about subscription practices by some online newspapers.

We then spoke about public libraries and the advances they are making. I praised my own BCC library and she then observed that I should have access to the databases it subscribed to.  I didn't know.

Lo and behold: I checked the BCC online library catalogue and there is a huge range of databases I can access FREE (click on online references). Great for a solo!

Customer Service

I have spent the last few days helping my in-laws pack up their house after moving to a nursing home.

We needed a moving company. I had heard good things about the local company and had used them once before for a small job. They have good systems and staff. I booked well in advance.

But this time something went wrong. When the pre-packers did not show up on time I rang. I was told my booking had been cancelled.WHAT? I freaked out as we were on a tight schedule. After some heated words, they quickly re-organised packers and got the job done. I rang to discuss what went wrong: if they could email me to confirm the booking, why didn't they email me to confirm the supposed cancellation? Without any pressure, they offered me a 10% discount on the packing job PLUS the actual move.

Whilst there was some short term pain, the rest of their service was so good I am likely to use them again. The discount while not big in dollar terms was an important gesture.

Success Soundtrack

Everyone's doing it.(see my previous post)

Fast Company have put out an iTunes playlist of the songs that sound like success, that fuel your creative fire. There are some classics and some obscure ones, all worth a singalong.

More Tom Peters

Both provocative and stimulating, Tom Peters' This I Believe (60 tips) is well worth reading for ideas about you and your job.

It's available as a free PDF download from ChangeThis.

Communication

Part 1

I had been trying to negotiate a difficult matter over the telephone. The discussions were cordial but not progressing.

A friend suggested a personal meeting. The other person agreed.

Whilst the face to face meeting did not resolve the matter, it did provide a breakthrough that I'm sure would not have occurred otherwise.

Part 2

Went this to a breakfast workshop on presentations.

Whilst it was focussed on the 10 minute pitch it was a good refresher on the basics: refine your message and push it!

Also, be creative.

Bad Service Day

I am having one of those days... our receptionist (temporary) refused to offer refreshments to a client, the notebook computer I had requested for a meeting was not provided and the director of a new supplier did not know anything about our account.

I decided I'd go and get that book I had been reading about. I knew it was at the bookstore because I had looked it up online. So when I get there it wasn't on the shelves. I asked at the counter..it was in a pile of books being returned. And? No and. The salesman refused to look for the book and he did not make a sale.

Value billing

Travelling with an associate gives you time to talk to them about things that you don't have time for on the job. He expressed his frustrations about time-costing (billing by the hour); I told him about value billing. I've given him Burying the Billable Hour by Ronald Baker (via the [non] billable hour).

Privacy and Gmail (Australian update)

The Australian Privacy Foundation has written to Acting Federal Privacy Commissioner, Mr Timothy Pilgrim, requesting he ensure that Google does not launch its Gmail service in Australia in its current form which the Foundation believes breaches the Privacy Act.

The APF alleges that the Gmail service breaches National Privacy Principle (“NPP”) 1.1 (excessive collection), NPP1.2 (unfair means), NPP1.3 (inadequate notice), NPP1.5 (collection of information from third parties without notice), NPP 2 (secondary uses without consent), NPP 4.1 (disclaiming responsibility for all security), NPP 4.2 (open-ended retention of emails), NPP 6 (retaining right to read any emails and denial of access to information after closure of account) and NPP 9 (unreserved right to send data to any other country).

The APF considers that the Gmail service may also breach both the Telecommunications (Interception) Act 1979 (Cth) and the Spam Act 2003 (Cth), although it is awaiting further analysis of the service before pursuing these claims with the appropriate enforcement bodies.

Communication

In That's Not What I Meant by Dave Pollard he discusses how an audience may receive a presenter's message in ways the presenter may not expect. He also touches on the (lack of) usefulness of Powerpoint as a communication tool.

I have read many analyses on the art of communicating and practiced different styles of presenting but I can truthfully say that you get little help from feedback sheets...people either like you and what you are saying or they don't. It comes down to their "world view" and how the issue affects them. It helps to try and cover all views while presenting a specific message.

Co-operation

The latest newsletter from ACCORD has a good range of articles from across the co-operative sector ranging from charities to financial co-operatives and voluntary community organisations.

There are articles on community development, employee share ownership and GP co-operatives

There is a link to the Guardian article on the loss of another mutual insurer. From the Australian point of view the demutualisation of insurers has been demonstrated to be a failure.

More on Gmail

Presidian Privacy Law News reports on European developments and the Australian laws relevant to Google's proposals.

Google, Gmail and Privacy

The debate about Google's Gmail ads is heading in a new direction as people realize it's not just the privacy of senders that is at risk.

Loosewire acknowledges Australian Roger Clarke's concern about the privacy of the recipient. Aren't Gmail's unsolicited ads just spam?

Email Newsletters or Spam?

With the Australian Spam Act due to commence tomorrow 11 April, it is interesting that LawTech Guru has an article on Making sure your email newsletters get read.

He points to an article "How to avoid the SpamAssassin". The article gives examples of what things add points to reach the rejection limit and which things deduct points to let the email through.

As a writer of email newsletters (which I send only to existing clients and confirmed subscribers) there is nothing more frustrating than bounced emails. I use Constant Contact to manage newsletters and follow all the rules but sometimes newsletters are still filtered out. Back to paper?