Continuing, dear reader, this week’s focus on respecting the customer, I want to tackle the recruitment industry. This is an industry that provides a valuable service both to customers and potential employees, and to an extent serves them both.

Some call themselves recruitment consultants, while the posher ones that deal with more senior appointments call themselves executive search firms, after the ‘headhunter term first coined a generation ago fell from favour.

These companies are either paid by or retained by their customers to filter candidates and appoint the best available person for the role. So the prospective employee is not the customer, but they are a vital part of the recruitment process and are in effect the secondary customer.

It seems to be they often get de-prioritised in the heat of battle, so to the recruitment industry I offer the following five best practice rules for dealing with the pawns in the game, namely your secondary customers:

– Understand that most of the risk is with the new employee, who might be leaving a secure environment with tenure for a job that promises better but who has pretty much no rights in the first 12 months of their new job

– Understand that the impact on an employee of a bad hire (by which I mean the cultural fit is bad) is usually worse than it is on the employer. It may not feel like that to your customer who has hired badly at senior sales level, or C-Suite level, but it is

– Understand that your customer is usually in a buyers’ market, and that while it’s perfectly understandable that in fast-moving businesses requirements change and roles get pulled, your job is to educate your customer that it is poor practice not only to do the real resource planning after you’ve engaged prospective employees but also trawl for candidates for internal benchmarking or other purposes when you’ve no intention of hiring anyone

– When you get applicants for a job, it is a cop-out to say that because of the volume of applicants you can’t communicate to those who have been unsuccessful. There’s no excuse for not even sending out an automated email to say sorry you weren’t successful this time. You allow the applicant to cross the role off the list and look elsewhere. You don’t leave them flapping in the breeze

– If a candidate asks you for feedback as to why they were unsuccessful – and not many do – give it. It strengthens the overall candidate gene pool

I know your prime responsibility is to your customer, so please treat this as a gentle reminder to keep the secondary customer on your radar too. The best recruiters do.

What is about the industries that supply our construction and home improvement needs?

How can they persistently flout the golden rule of business and not only survive in business but even thrive?

Perhaps it’s the laws of supply and demand, but how can they deliver such poor service? It boggles the mind.

I realise I’m tarring vast swathes of society with the same brush, but, taken together, these folks commit so many don’t dos it’s unbelievable. They don’t return calls. They don’t come by when they say they will. They don’t send in a quote when they say they will. They deliver stuff that’s at variance with what they quoted. And they never, ever finish the job when the say they will, preferring to keep a number of jobs on the go at the same time and underdelivering to all their exasperated customers in one go.

The golden rule of business is always respect your customer. Always. If the relationship turns out to be grossly unequal and they are totally unreasonable, then by all means sack them as a customer, but otherwise they deserve your respect and your fullest attention.

They’re four times more likely to buy from you again – even if they provide something you only need a few times a lifetime, so you do the math. And if you give crap service, they’re three times more likely to tell people about it. And, with online customer reviews so easy to give on suppliers’ sites or via customer review platforms like Trustpilot it’s going to get ugly for you really early.

Companies that don’t respect the customer usually get found out. Maybe it’s the fact that for us home dwellers we’re served by fragmented industries full of sole operators, but these guys collectively show no signs of being found out. We don’t have the time to go and get certified to do our own complex DIY projects. Instead, we concentrate all our efforts along with all the other customers on the tiny majority that are trustworthy.

If I came back as one of these people in another life, my competitive strategy would be simple:

We always call back.

We turn up when we say we will.

We are on time, on brief, and on quote.

Customers will always pay a modest premium for that kind of service. Easy. And just think of the schadenfreude you would get wiping out the competition, or forcing them to participate in a race to the bottom or else making them improve how they treat their customers.

I was doing some work outdoors the other day, an activity for me about as common as seeing an eskimo in the Democratic Republic of the Congo. A spot of waste recycling and composting was my choice of chore.

Reduce, reuse, recycle is the adage they use to remind us of our environmental obligations. For me the rank order should be to reuse if you can, otherwise recycle, and if you can’t recycle, and it’s landfill city, then reduce as much as possible. Recycling is great, but there’s a fair amount of energy involved in washing or reconstituting the plastics, cardboard and paper.

Composting is a different story. It’s nothing short of amazing. I’d forgotten how amazing. Take your used tea bags, egg shells and uncooked food, stick them in a bin, and the passage of time plus some friendly worms transform it into nitrogen-rich compost to spread on your vegetable patches so you can reiterate the circle of life. Total out-of-pocket expenses on this process – excluding the sunk cost of your bin and any worms you add to the mix – zero. Beautiful, perfect even.

Marketing via the leveraging mechanism of the Internet is a bit like this. In the connected economy the cost of reproducing something that’s already been created tends towards zero. Once you have your compelling content, it’s relatively easy to recycle it automatically through your other social media channels, rework it, reuse it and keep benefitting from it. It’s the gift that keeps on giving.

You don’t have to wait for time to transform it into something else but do you need to allow time for your social media efforts to pay you back. But that bit you knew already.

Inanimate objects are frequently the bane of my life. They just don’t behave themselves. Does anyone else feel this way?

I almost never lose my temper with people. It’s so rarely productive to blow up in a situation with other people.

Inanimate objects, though, are a different kettle of fish, to coin an animate phrase. I can be in a great frame of mind, and then catch a loop of something on a door handle, or have to untangle a set of wires, and I’m furious within a heartbeat.

Nowhere is this short fuse – going from happy to apoplectic in the space of a few seconds – more evident than when dealing with coat hangers, especially when they hunt in packs. They are the devil’s work and if I was ever invited on Room 101 they would be gone; gone I tell you.

It is, of course, completely irrational that I should get so worked up by something that can’t help itself or answer back. It’s not the mark of an intelligent man. I like to think it’s the mark of a slightly paranoid individual who thinks there might be something to conspiracy theories and plain bad luck after all.

Black Sheep

Black Sheep – No More Stigma

The old phrase ‘the black sheep of the family’ was never complimentary. The black sheep was the child that didn’t conform, perhaps underperformed, and was even shunned by their family and the wider community. There was a huge stigma attached to the term.

This was in the days – and to some people these still are the days – when standing out was not good. We should submit to the collective good and pull our weight for the team – or so the prevailing thinking went.

And submit we did: we did as we were told, we kept our heads down, and we made sure the peg went into the hole.

Except, we wouldn’t be any where near as far progressed as a race if it weren’t for the black sheep, those who dared to be different, or who simply were different. If there’s a recurring theme among the people who changed the world we live in, politically, musically, technologically, it is that they took the alternative, less trodden path and weren’t afraid to see where it ended.

While walking with family friends in Connemara on Ireland’s rugged west coast to survey the devastation after some particularly bad storms a few days ago, I came across the scene at the top of this post. A black sheep among white sheep, facing away from me and the only one unmoved by my proximity. A good picture, I thought, to support my view that far from there being a stigma attached to being the black sheep, it’s something to be celebrated for the difference, value and variety it brings to us all.

Do you remember in the old days of business training? There used to be a phrase, still prevalent today, that ‘to assume makes an ass out of u and me’. We were told never to assume.

This for me is not only out of date, but it’s plain wrong. It should be consigned to the era of conforming, regimentation, uniformity. The era that’s not the era we’re in.

Life’s too short, and the business world moves too fast, for us not to assume. There is too much complexity, too many variables, too little time for us to not to do otherwise, unless we want to left behind with the also rans. And who wants to be an also ran? They have neither choice nor control.

My advice on assuming is this:

– assume, whenever you can

– the first law of management is to check your facts, so do that if it’s possible, and do it quickly and effectively

– then make assumptions around what you don’t know, based on your experience, your gut feel, and preferably both

– then make that decision quickly and confidently

Assuming helps us make quick decisions, wrong decisions, fail more quickly, and learn and improve more quickly.

In business these days, and especially in fast-moving industries, it rarely pays to compromise. Compromise in my view is not BATNA, the Best Alternative To a Negotiated Agreement. No-one’s happy when you compromise. Both parties end up sharing the middle ground – results-wise – of mediocrity and missed opportunities.

Life and work should be about doing your absolute best and not settling for your second best work. What’s the point otherwise? It’s no longer enough to be ‘good enough’, because that’s not going to last ‘long enough’.

I was reminded of this fact the other day when I went to the gym. Three things happened that made me think of the folly of compromise.

Firstly, our gym is on the first floor, on the floor above the changing room and the pool. It’s two flights of stairs, and there is also a lift to the first floor to access the hotel rooms, for elderly, disabled or heavily laden residents. I saw someone about my age taking the lift. Up to the gym, and down again later. Defeating the object of exercise surely?

Secondly, there are two banks of treadmills.  On one treadmill I saw a guy walking slowly. On his mobile. While he was walking, which was pretty slow given how distracted he was. Could he be making less of an effort, short of stopping altogether?

Thirdly, the gym happened to be playing a collection of really good dance tracks, presumably to help with motivation and atmosphere. Except that each track was a cover version, and a pretty poor imitation at that. Talk about ruining the user experience.

If you compromise, on effort for convenience, or on quality for reducing cost, you make it harder to get to your target, which is a happier customer, co-worker, friend or family member. Or a happier you.

Where would we be without lateral thinkers? Nowhere, probably. I would imagine all of the major secrets of the universe – electricity, flight, trigonometry etc – have been unlocked by some dedicated soul, who, having exhausted the 99% perspiration embarks on a ‘gee, I wonder if I approached it from this completely different angle, what might happen?’

Take something that the vast majority of us have the good fortune to take for granted, seeing. I have always considered is something active, that we do to an object to see it. But no, some clever sausage figured out that it’s a passive thing, that the eye absorbs all the visual stimuli, and the retina, rods and cones do the rest.

That ability to genuinely think laterally, to think outside the box as the business world has coined for the last two decades, is a really rare phenomenon. It requires us to consciously abandon the traditional patterns of thought that have governed how we operate in the world since childhood, and come at things from a new direction.

For forty years Edward de Bono has pioneered – and I believe originated the name of – lateral thinking. I remember attending a talk by EdB along with a few hundred other paying guests in Dublin around the turn of the century. By the way, since 14 years have elapsed since the new millennium, I think we’re now at liberty to use the phrase ‘turn of the century’ without appearing overly dramatic. Mr de Bono eschewed the lure of powerpoint and used a rolling film of acetate where he scribbled his line-drawn illustrations before winding each drawing from sight, ready for the next clean canvas and blindingly new example of creative thinking.

This man’s work is nowhere near as theoretical as you might think, and he had dozens of examples of how he and his team had been retained by governments and corporations to solve some problem or other. His solutions were so left field that you were left breathless by the degree to which they put in stark relief how blinkered your own thinking was up until now. One example was a Swiss canton who wanted to solve a town parking problem where they didn’t want to use meters or police the parking, but they didn’t want folk abandoning their cars for hours on end either. The solution? All you had to do when you parked was leave your headlights on.  Come back a couple of hours later and you risked a flat battery. Genius!

The business world has tried to adopt this approach of inspirationally cutting the Gordian Knot, with things like moderated ‘brainstorming’ sessions. With good reason too. We need these lateral thinkers, and these laterally thought out solutions, to keep turning the screw.

In sales, there is a lot of complexity. A lot of moving parts, a lot of scenarios, a lot of things to measure. If you can’t measure, you can’t manage, so how to make sense of the data onslaught and focus on the really important stuff?

I used to work with a company called The TAS Group, who invented something called The Sales Velocity Equation to help with the problem. In this equation, anyone in charge of sales needs to focus on – and measure – just four things to get a sense of how successful their sales efforts are, and whether they are improving or not.

The four levers are the number of qualified opportunities your team works in a given period, the average deal size of the deals you win during that period, your win percentage, and the length of the sales cycle of all qualified deals before you win or lose them.

Your sales velocity – which is a measure of how effectively you sell – is a function of the top three levers multiplied by each other, divided by the all-important factor below the line, the sales cycle length. This gives you a dollars per week, month – however you measure your sales cycle – for a given period.

Consistency is the name of the game with this. You may know that I’m a big fan of consistency. You must be consistent in how you define the period (I recommend looking over at least a quarter) and in how you measure a qualified opportunity, otherwise you’re comparing apples and oranges. If your sales velocity increases from period to period, you’re selling more effectively. If it decreases, less effectively.

The key is to have an iron grip on your sales process and your sales cycles, because time is a killer and that factor below the line can kill all your good work elsewhere.

You can read more about this important topic here and here.

Diphthong is an odd word. It means two distinct vowel sounds together. A lot of vowel combinations – like ‘means’ in the previous sentence, or the ‘ou’ of ‘previous’ in this one – are just one sound without the mouth changing shape. Some, though, need you to enunciate the change quite markedly.

I don’t think the wikipedia entry above is particularly good, but I give it anyway for background. For me a good example of a diphthong is where you hear Liam Gallagher pronounce words like ‘imaginasheeun‘ on the rather stupendous Cigarettes and Alcohol.

Regardless of how you define or exemplify a diphthong, I think it’s more than a touch ironic that the word diphthong itself has four consonants in a row. Four consonants together, you don’t see that very often. Rather like the word naphthalene that I remember from my school physics days.

Perhaps I should get out more…