Ghost and the Machine

You’ve probably noticed it. It’s likely been happening since the dawn of time, but it feels like it’s ramped up in recent years. Many of us hoped the world would become kinder and gentler after Covid -  but in many ways, the opposite has happened.

Everyone’s “busy.” Everyone has too many priorities, too many choices. It’s become a comfortable excuse when we simply don’t want to do something.

My mom had a vivid phrase for when we went back on our word, she’d threaten to tan our hides. If you said you’d take the job and show up on time, you did exactly that.  

If you or anyone you know works in fast service, you’ve probably heard the stories - people not showing up for shifts. When I was a kid, that was unthinkable. You did what you said you were going to do.

Sorry, I’m Busy

Now to the big one: ghosting. You start a promising conversation with a potential client, things seem to go well - and then they vanish. No replies, no calls, no explanation. No one is that busy after the third or fourth follow-up. Maybe they hope you’ll give up - and often, that’s exactly what happens. But here’s the thing: it’s not about being busy; it’s about being respectful.

Difficult conversations are difficult. But if you’re too afraid to say no, don’t say yes or maybe in the first place. The old saying holds true - a fast no is far better than a slow maybe… and miles ahead of an unprofessional ghosting.

Leave a message after the beep. 

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Burning Bridges

We've heard it since we were kids. It's sage advice, but not always possible in the heat of the moment. I'll tell you a quick story of when I could have burned a bridge, chose not to, and it changed my life completely. 

Over twenty years ago, I was working in an organization going through significant employee reductions. The day came when the envelope was slid toward me on the desk and I was walking to my car with eight years of my career in a box under my arm. 

Life Isn't Fair

I was hurt and angry. I could have called them every name imaginable. My choice was to take a deep breath, force my chin up, and move on with my life. It was incredibly difficult. Three years later, the company called me back and I was there for another seven. 

That original decision not to burn that bridge, propelled me into other opportunities. Most of the other people who were gassed that day, burned the bridge and the river it was on and never worked in the industry again. 

 Lessons Learned

Sometimes we get the short end of the stick and that sucks. But I learned from that experience and many since; if you are a good person and you don't stab people in the back, it will pay back huge dividends. 

I'm working on a project right now that requires me to call numerous people I once worked with, partnered with, did projects with, and I am happy to report they're taking my call. I'm not suggesting every call turns into millions nor am I saying that it's enough to move this project forward on its own.

Your Character Precedes You 

If I had been a complete jerk and burned bridges along the way, those calls would have gone unanswered. Our reputation goes farther than we even know. 

If you're human with people, respect their time, and ask for their advice, you will be surprised what happens. They will help, they will suggest ideas, and they will make other introductions for you. 

If we burn bridges, we better be prepared to do a lot of swimming.

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Do You Dress for Success?

Someone asked me recently for my thoughts about provocative attire at work. And it led to a conversation about dress codes in general.

You don’t expect the plumber to show up in a suit and tie while you wouldn't see the CEO attend the board meeting in a bikini. Some organizations have a stated dress code while others have a more unwritten guideline. Casual Fridays in one sector may be leather loafers and cashmere sweaters while in another industry it could mean shorts and t-shirts.

Some educational institutions have dress codes which require students to wear a uniform. This may seem a bit strict for some but have a look around the board room of a financial company and count the white shirts and navy slacks.

Your brain, experience, creativity, imagination and passion are much more important than your attire in my opinion but some may disagree so we should take a moment and read the room.

I wish you success no matter the uniform.

Kneale Mann

image credit: guardian.co.uk

Let’s Connect and Get to Work

From Cave Walls to Instant Messages

Since the dawn of human existence, we have been working to improve our lives. There are better tools, advanced medical procedures, cleaner water purification, improved supply lines, more advanced urban development and enhanced communication tools.

We live in a time where there are more scientists alive than in any other time in history, combined. There are reports that the world’s population will reach seven billion this week.

The Shrunken Globe

We can send complicated documents across the globe with the press of a thumb. Our ability to share ideas is now instantaneous though some are working on improving that. And we are attempting to digest more content every day than we can ever consume.

So it’s curious when we get stuck with how to reach new customers, find new collaborative partners and share ideas with those who will want to work with us. It has become an embarrassment of riches in a time when patience is scarce.

The Best Social Network

We seem to be able to grow our personal and professional networks on the social web yet the question remains how much human connection is going on. So it is my new mantra to connect on the phone or in person with ten new people every week. If you and I haven't done it yet, let's fix that.

It's time for us to utilize the true power of social media for what they are meant to do - socialize and collaborate for real. Let's stop counting "likes" and Klout scores and get some work done. It's an over used cliche but I believe in you win/I win - not you win/I lose or I win/you lose. This is not about either of us asking for what we're not prepared to reciprocate. Teamwork is required.

So contact me and let’s find a way to utilize all these cool tools to truly connect, compare notes, do some business and help each other. Does that sound like a plan?

Kneale Mann

image credit: youthspeak

Are You Open for Business?

Have you ever been behind a truck that has a company logo and contact information on the back and the driver isn’t operating the vehicle in a respectful manner? A few years ago, I was behind one that said “How do you like my driving?” The driver was weaving through traffic, cutting people off. He must have been late or just inconsiderate.

After several blocks we ended up at the same stop light so all his weaving and bobbing garnered him a couple of car lengths. So I called the number on the back of the truck and spoke with someone from his office. The person on the line sounded put off and frankly shocked that someone actually called their bluff to tell them about their driver’s actions. She got me off the phone as soon as possible.

Two Chances at a First Impression

That’s two lost business opportunities in five minutes. The driver was driving like a dufus and the person on the phone didn’t care. How sad. All their well-craft marketing and public relations efforts disintegrated in that moment.

We’ve all endured the 20 minute “we are experiencing an unusually high volume of calls but you are important to us” situations. In fact, when we do get to the customer service person in less than a few minutes we are shocked. The world has taught us to quietly wait our turn and that’s how it’s going to be so too bad.

Who Wants Some?

I asked a group of business owners and manages recently if they enjoyed great customer service and no surprise, they all said yes. Who wouldn't? Then I asked if they had received great customer service 100% of the time for their entire lives and well, you know their response. So clearly some of them are providing bad customer service or I failed elementary math. It's pretty simple, you want good give good, you give bad don't be surprised when you get bad.

We spend an immense mount of energy and resources telling customers that we are open to their needs and yet we fall down several times on our way to the sale. So if you say your business is open to providing great service and it's something you personally enjoy from other providers, it should be easy to incorporate the two into your offering.

Or perhaps they won't notice your driving.

Kneale Mann

image credit: teacherontheradio