You Can Want What You Want

Most likely you've heard some version of Steven Covey's habit of highly successful people, "Begin with the end in mind." After all, if we don't know where we're headed, then how will we know when we get there? Once you know where you're going, though, have you thought about why you want to get there?

Recently, I've noticed in many facets of life--business, education, our personal lives--we have an end in mind, but we don't seem to know why we want what we want. Case in point: I am working with a large electronics company this month and the executives wanted to post a long, un-engaging video, followed by a test, for their sales training people. When I--as an experienced curriculum designer--suggested a more engaging video, in smaller segments, with an element of interactivity, they immediately pushed back. Not because of money, but because they are concerned about their sales people hearing every bit of content. Forget that these are sales people who very likely don't want to sit and watch a video anyway. Forget that sitting and watching/listening to video is the least likely way that anyone is actually going to learn anything.

Then, they wanted to add safeguards so that people couldn't skip the content and just pass the test. Um. Huh? So what is the point of the test? To make sure they understand the content. If they understand the content and can pass the test without watching the video, what's the point of making them watch the video? They had a clear "end" in mind, but was their "why" really in the best interest of the people they are claiming to serve?

Haven't we really gotten to the same place in education? We have an "end" in mind--every kid can pass these ridicu...I mean, uh, state tests. So we put little tests and exercises in place that will ensure they pass the state test. Forget if the kid understands the concept or not--it's important that he or she put the time in doing mundane activities, because after all, isn't that what life is about? Isn't that how the U.S. is going to regain it's role as a leader and innovator? If we have a bunch of kids who are really great at doing hours of sitting and listening to lectures, and then doing pointless exercises? Again, tests in themselves can serve a legitimate purpose, but why is doing well on the test the end we have in mind?

And finally, how many times have you caught yourself--with your kids or your spouse or your friends--insisting that something needs to be a certain way? As someone who prides myself on being "out of the box", I find myself quite frequently insisting that something needs to be like this or that, until I stop for two seconds and think, "why?" Pretty much 10 times out of 10 I discover that whatever parameters I've put around the situation are self-imposed and there's no good reason that we can't get to the "end" a different way.

You can want that your salespeople will sit and listen to a boring video and take a test.
You can want that our nation's kids (and therefore, our nation) will achieve success by listening to lectures, performing mundane tasks, and getting great test scores.
You can want that your husband, or kids, or friend will do what you want them to, the way you want them to do it.

But wanting it doesn't make it so. And asking WHY you want what you want may just open up a new, better way of getting to that end you have in mind.

Where's the Fizz?

This is another post akin to my "we don't sell shirts" post. After working at Starbucks for almost 10 years in the "glory days" ('86-'95), then helping companies with customer service and communications for the last 15+ years, woe to those who dare to commit a customer service faux pas with me!

Now, I'm a stickler, but I'm fair. I know it's hard to give stellar service day in and day out. I know things happen and not every employee is over-the-top thrilled to give every customer the treatment they deserve for choosing to spend their money with them. HOWEVER, really poor service just burns my britches and I feel compelled not only to share with the company, but with everyone else as well (hence the "woe to you" comment).

This story starts with bubbles. I love bubbles. Especially in my water. Fizzy water. The more fizz the better. In finer restaurants (and in European countries, I'm told) they'll even ask you, "sparkling, or still?" when you ask for water. Ahhhh, I LOVE sparkling water! Love it! So, when I was flying last year and in the lovely Sky Mall magazine (another blog post for another time), I saw the product of my dreams--an appliance that allows you to MAKE YOUR OWN carbonated water at home, I was thrilled! No more plastic bottles (for the Seattle-ite in me)! Fizzy water at my fingertips (for the narcissist in me)! Yeah!

SodaStream and I have had a fantastic relationship for over a year. When I am out of two of my three "carbonators" I simply go online, order two more, and place my empty bottles on the porch. The next day a courier comes and replaces them with two new ones and I am good to go!! Love it!

Until this week. I placed my order, which was confusing on their website--it looked as if UPS would be delivering my bottles? But then I placed my order, and, as usual, it said to have them on the front porch the NEXT BUSINESS DAY. Which, I, of course, did. When my new bottles did not arrive within a couple of days (allowing some time for mixups, of course), I called customer service. They informed me that, due to inventory issues, my bottles would arrive within 5-7 business days. I could deal with that. I had some carbonation left in my third, backup, bottle.

We went away for four days and when we came back, my empty bottles were still on my porch. What??? STILL no fizzy water??? And now, I am completely out of carbonation as I have used up my third bottle! Jinkies, Scooby! No Fizz?? So...today, 8 days after my original order, I called customer service.

I was met by a less-than-joyful customer service rep who explained to me ever so patiently that "orders placed between October 4th and the 14th were delayed due to inventory." When I pointed out that it would have been nice to be informed of that by the company, she informed ME that the woman who was supposed to send the e-mail was "out" that day. If I had ordered Tuesday (silly me), I would've received an e-mail. Wow. Really?

She informed me that my order could be now expected between 7-10 business days--so perhaps as early as Friday. Gee. Thanks.  MEANWHILE I AM COMPLETELY OUT OF BUBBLES!

Soooo, a company I was completely excited about, promoted and was willing to keep promoting, just blew it. Not only do I NOT want to extol the virtues of their product--it works well and is good for the environment--I'm not even sure I want to keep ordering myself. To me, SodaStream is a great example of how bad service can ruin a great idea.

So when disgruntled customers do call you, what do they want? Excuses? Reasons? I think not. There are two responses--regardless of the "reasons"--and they are apologies and answers. And if you really want to wow them, remuneration. Then, perhaps, I can enjoy some FIZZ once again.

p.s. I know my stories are too long, but in talking to my son about this I have a few more words. All it would have taken to make a customer for life was a few words. "Mrs. Keller, we are sorry. We screwed up. Let us throw in a free carbonator. We appreciate your business and we appreciate your patience with this." That was it. Now? Next company that comes along with their product? I am interested in hearing what you have to offer.

Changing the World in One Simple Step

Writer James Baldwin said, "The world changes according to the way people see it, and if you can alter, even by a millimeter, the way people look at reality, then you can change the world." That’s what I am constantly looking to do—to change the way I look at reality.

Let me tell you, and my husband will confirm this, I am not big on reality. I'm a Disney girl through and through. I like the happy ending against extraordinary odds. I like it when people have an experience and then go on to do something amazing. I am inspired by movies like “Remember the Titans” and “The Blind Side”. I want to be one of those people—someone who changes the world in a big way.

So, a couple of years ago I went through a social justice program at our church called "Just Faith". It was 30 weeks long and involved immersion trips into different Phoenix area communities. There were a few reasons I felt called to do it. One: I wanted to deepen my faith. Two: I wanted to connect with people in our community. And Three: I wanted to change the world.

Well, one and two definitely happened. It opened my eyes to my responsibility as a Christian (and citizen of the world) to do more than just offer charity. Yes, charity is critical, but I also must work for justice so that people everywhere can meet their basic needs and can enjoy the opportunity for success. Not just giving people what they need, but giving them the opportunity to meet their needs on their own.

I also connected with people at my church. Through our weekly meetings and our immersion experiences into different communities within our city, we prayed, we shared, we learned and we grew closer. Our journey together built a connection that will last.

But what about my third goal…did I change the world? I would love to tell you about all the great things I’ve done as a result of going through the Just Faith program. But I didn’t give $100 million to public schools. I didn’t go to a third-world country and start a micro-loan program. I didn’t even give up my job and start teaching in the inner-city. So, really…did I change the world?

As much as I want to change the world in a big way, the way the world changes is through small things. At home, my family stopped using plastic water bottles and I did start making micro-loans online through a service called Kiva. But, perhaps the biggest thing I did was to tell my Just Faith story to our church community. As a result, eight other people started the next Just Faith group. Now that group sells Just Coffee at our church after services. The proceeds of Just Coffee go to help farmers earn a livable wage and support themselves. My story encouraged eight people to take the step to change their lives and they are changing the lives of coffee farmers in far off countries. Each of their stories will change people as well. And so on. And so on.

One pebble tossed into the ocean seems like nothing. Often, we can’t see the ripple caused by our actions, but regardless of whether or not we see it—it is there. Learning about injustice in the world changed the way I see the world, the way I see people, the way I see the issues. It’s not just up to our president or other elected officials to change the world—it’s up to me. As Mother Theresa said, "Do not wait for leaders; do it alone, person to person."

So, I would encourage each of us to constantly look for ways to "alter, even by a millimeter," how we see reality. If each of us stopped defending our position for just a moment, and then listened, and honestly considered a different perspective, maybe--just maybe--we could understand one another. Just be aware that if you do decide to put aside your agenda, even for a moment, odds are you are going to change the world.

Some simple links to start changing the world:

ReThink Coffee
Just Coffee

Kiva - Loans That Change Lives

Old Town Mission's Garden of Glass

Please feel free to share others!