Adequate vs. Great

There’s a scene in Toy Story 3 where Woody holds up a nametag with the name Daisy on it. It had been attached to a well-traveled bear, but that’s not what makes it special.

What impressed me was how the name, written in black marker, had begun to bleed through the material. Sure, it’s a small detail. Pixar didn’t have fret over a detail this small. Few adults, let alone kids would have noticed.

But they did. And that level of detail shows the passion the group at Pixar put into this movie. They didn’t rush the film out the door before polishing the remaining 5%.

It reminds me of Apple products, and it’s no surprise Steve Jobs obsession with details permeates both companies.

Marco Arment wrote a fantastic post called “Great From Day One” that I’ve been thinking about for a few days. He lays out a number of reasons Apple products are great from day one while products like Linux and Android are always on the cusp of greatness, but never quite there.

Apple and Pixar create great, not just adequate products. Average products don’t create passion. They don’t get users spreading your gospel. They don’t build community.

Polishing the last 5% can often be the difference between a merely adequate product and a great product.

If you’re in a service business, do you hire the best people? Or do you hire average people and hope your customers don’t notice the difference? I experienced this at a Verizon store a while back. The store was brand new. The displays were full and decor was modern. 95% of the experience was great. But when I had a few questions, I knew more about the phones (and it wasn’t much) than the employee did. Employee training was the 5% Verizon skimped on.

Do you create great products from day one? Or are you always one update, patch or release away from greatness?

If not, you open the doors to a competitor to jump in and redefine greatness. Adequate doesn’t cut it anymore.

Swimming in Surveys

Everyone wants my feedback. At least it feels like everyone wants my feedback because nearly every business transaction ends with someone asking me to fill out a survey.

I called AT&T today because I needed someone there to reset my voicemail password. Before I was able to reach a human, a computerized voice asked if I’d be willing to take a short survey once my problem was solved. Why not solve my problem before you ask me to do something for you?

Many restaurants include a survey card with your check, and anytime I call Comcast or DirecTV they try to steer me towards taking a “short” survey. Consumer Reports sends me a few surveys each year, and each of them are several pages long. All for what?

Occasionally, I’ll take a few minutes to fill out a survey card. But usually I want something in return for my time. Sometimes I don’t feel like providing feedback because the transaction wasn’t memorable. But if I receive excellent or very poor service, I’ll fill out a survey card or ask to speak with the manager.

But I don’t like to be badgered or made to feel guilty. This Burger King had no problem bribing their customers with a free Whopper in exchange for top scores.

Last week I noticed a handmade sign near the drive-thru window at Panda Express. To paraphrase the sign:

We’d appreciate if you’d fill out the survey at the link found on the bottom of your receipt, especially if you’re pleased with the service you received today. We are required to have a certain number of surveys returned each month and we’d appreciate you helping us reach our goal.

So, let me see if I understand this. If I received good service, I should fill out a survey in order for you to reach an arbitrary number I could not care less about? I understand the person’s intent in creating such a sign, but it had the opposite effect on me.

Does your company fall into this trap by caring more about the survey return rate than the actual feedback?

I worked for a company a while back that got it right. After each completed project, the CEO would call the client and ask no more than five questions. Each question was phrased in a manner that would elicit feedback that was actionable. All calls were kept to no more than ten minute. Most were shorter.

The clients were impressed to hear from the CEO, and the feedback he received was not always positive, but it was honest and valuable and helped us improve future projects. Clients tend to sugar-coat feedback when it’s routed though the project manager they’ve been working with. Yet, they tend to loosen up and speak their mind when dealing with the CEO.

When the CEO takes the time to call, it sends the message, “We care about you, and we respect and appreciate your feedback”.

Are your clients excited to fill out a survey about the product or service you deliver? If not, maybe they don’t see the value of taking time out of their day to provide you with free feedback.

If the product or service you deliver isn’t memorable then you have a much larger problem.

–Photo by Hashir

How I Spend My Time At Costco

Closing Time

When I turned sixteen I couldn’t wait to find a job. Luckily, a friend of the family owned a carwash/gas station. My job consisted of sending cars through the automated wash and hand drying them as they exited.

For my work, I was paid $3.35 or a dime more than minimum wage. I showed up each Saturday morning at 8 am sharp and helped prepare the station for the day.

I learned a number of skills at that job, some of which I still think back on today. We didn’t have digital cash registers that calculated the change for us so I learned to count change back to customers. I also became comfortable checking and adding oil to various makes of cars. I also learned how to handle customers who expected their Pontiac Fiero to come out of a four dollar carwash looking show floor new.

One learning experience stands out though.

After a warm summer day, my coworker and I were in a hurry to close the station and spend the evening chasing girls or trouble or both. We began cleaning the large brushes with a cleaning solution that’s probably illegal today. My job was to dip two rags into an oily solution, turn the brushes on full speed and then hug the brushes until they were fully covered. Of course, more solution ended up on my clothing and hair than the brushes.

Not smoking probably saved my life.

We followed standard closing procedure by cleaning and preparing areas customers could not see. We were not allowed to lock the gas pumps until the 7 pm closing time.

But business had been light for the past hour and we couldn’t wait to begin our evening. Surely it wouldn’t hurt to lock half the gas pumps 30 minutes early, would it? Locking the pumps was time consuming because a number of readings had to be taken including dipping a 20 foot wooden pole down into the underground fuel containers.

Between cleaning the brushes and dipping that wooden pole into the container, no job since has provided so much excitement and potential danger.

So we locked one island of pumps and waited the last half hour before locking the rest and hopefully getting out a bit earlier than usual.

As I pumped gas for one of our regular customers, the owner of the station pulled up to one of the locked pumps. He didn’t have to get out of his car to notice it was locked.

I finished helping customers, while he waited next to his car. To his credit he didn’t explode or lay into me, although he had every right to. I explained that we hoped to get out as close to 7 pm as possible.

At that point he said, “I’d like you to pump my gas from this pump”.

And that’s when he taught me something I’ve never forgotten. “We close when our last customer drives away.”

What if a customer had pulled up to a locked pump and driven away before I could direct them to the other island? Nobody wants to feel like they are being hurried out of a business they are willing to patronize. He reminded me there were two gas stations located less than block away.

I got the message. The owner gave me a mulligan. I wouldn’t make the same mistake again.

I thought about his words this weekend when we visited Qdoba thirty minutes before closing. All but two smaller tables had been pushed to one side of the business. Chairs were balanced on top of tables, and one man was moping the floors under our feet as we ordered.

I should have walked out at that point, but the kids were hungry and strapping them into the van isn’t a pleasant exercise as they tell us for the 100th time how hungry they are.

To make matters more dangerous, the only way to the soda dispenser was through the wet area he’d already mopped. Of course, it took less than a minute for Kai fall down in that area while running to help his sister.

The woman who took our order was friendly, although I wasn’t happy when she asked, “This is to go, right?” as she cut the kids cheese quesadilla.

I understand the workers at Qdoba probably felt the same way I did as I locked down the gas pumps so many years ago. But last night did not make us fans of Qdoba. And because there’s a Chipotle a block away, we’ll take our business there next time we’re in the mood for quasi-healthy Mexican food.

Photo by Tommy Ironic

Stop Watch

I bought a pack of gum from the vending machine at work yesterday. As I reached my hand through the small trap door, I was careful not to scratch my watch.

Then I realized I wasn’t wearing a watch. And I haven’t worn one for about three years.

I began wearing a Swatch watch my girlfriend in high school game me. I’d never worn a watch each day until then.

They were only thirty bucks, but Nordstrom sold them alongside the more expensive brands. They became a fashion accessory nearly everyone could afford. Some kids wore several on each arm.

I was so taken by the trend that I purchased multiple “Swatch Guards” to keep my $30 watch safe from the dangers lurking around every corner of my school.

Over the years I’ve purchased better quality watches. But I never enjoyed replacing the splintered bands or scratched crystals. I probably would have been better off buying a new Swatch each year.

Look around today and you’ll notice that few people the age of 25 wear a watch. I have no need for one now that I carry my iPhone everywhere I go.

I wouldn’t mind owning a spiffy Tag Heuer model someday.

But only if I could find a Tag “guard” to protect it.

Photo by Gestalteando

Guns & Ammo

I admire people who perform jobs I can’t imagine doing for any amount of money.

Like the guy I saw this week wearing a pepperoni pizza suit. There he stood on the curb outside of Papa Murphy’s waving to each passing car with a smile glued to his face. In between the waves, he was dancing and grooving like only a slice of pizza can.

Then yesterday I saw a man holding a large red arrow shaped sign over his head as he stood just off a busy street in Bellevue. He too was dancing and doing whatever it took to gain the attention of the passing drivers. I assumed his sign was pointing to a new cluster of condos or maybe a new restaurant.

Not even close.

As I neared, I could see his sign said “Guns & Ammo” in large white letters. This brought up a few questions I’ve been unable to answer. Maybe you can help.

Are guns & ammo now considered impulse buys like Tic Tacs?
Who is the target market? Guys on their way to rob a bank?
Was the owner of the guns and ammo shop inspired by the dancing pizza?
Is it wise or foolish to wave to the guy carrying a guns and ammo sign?
Would sales of guns and ammo increase if the guy was dressed like a bullet?

When Online Bill Pay Doesn’t Work

I recently cancelled my phone service with Qwest. Since I signed up for online bill pay months ago, I figured I’d pay my final pro-rated bill and be done with it.

Easier said than done.

Maybe I’ll let the bill slide a few weeks into the late period, accept the $5 penalty and then pay my final bill.

Everyday Products

Every morning I stumble out of bed. Our boxer hears my steps and jumps off the couch begging me to let her outside which I do before heading downstairs to take a shower.

And there, looking back at me, is the $3 shower curtain. It’s light brown. Or tan or maybe off-white. Whatever the color, it’s the UGLIEST shower curtain liner I’ve seen.

I’m not sure what I was expecting from a three dollar liner, but it’s a worthless piece of plastic. I’d be better off hanging a large black garbage bag from the plastic hooks. It doesn’t hang straight, include crease marks or cling to the side of the shower worth a darn.

This brings me to a new rule I’m going to follow starting today: Don’t skimp on products I use every day.

I should have have skipped right over that three buck liner at Fred Meyer and settled on the designer model three times its price. Who can put a price on fancy sea shells first thing in the morning?

Do you use any products each day that provide more frustration than value?

Well, other than a phone running Windows Mobile.

Left Scratching My Head At Barnes and Noble

I’ve been looking forward to the release of a book called “The Book of Basketball” by Bill Simmons. Simmons is one of my favorite columnists from ESPN.

I considered pre-ordering the book on Amazon. But while I was in Bellevue this afternoon, I decided to swing by Barnes and Noble and buy the book. It wasn’t in stock. As I was about to leave, the Barnes and Noble employee asked if I’d like to be notified by email when the book arrived.

Sure, why not. I gave him my email and he said, “That book is $30 in store.”

“In store?”

“Yes, in store price is $30. That means you want it now and will pick it up from the store.”

“But you don’t have it now. The same book is $16.50 at Amazon”, I tell him.

“You can always order it from our website, where I’m sure it’s less than $30.”

I left the store shaking my head. As much as I want to support local shops, $30 is quite the markup for a book. Does Barnes and Noble want my business? I left with doubts.

What if the employee had offered to ship the book directly to my house at the same price ($17.55) I can purchase the book from the Barnes and Noble website? I would have purchased it on the spot.

It’s only one book and I’m just some guy off the street. But Barnes and Noble missed an opportunity to sell me a book today. And more important, I doubt I’ll go back the next time I’m looking for a new hardcover.

The Amazon website was more helpful than the Barnes and Noble employee. I came home from work and ordered two books and some supplies from Amazon. I’m sure it won’t be the last time.

9 Reasons to Eat Yogurt

I enjoy frozen yogurt. I had one tonight after we had dinner at PhoThai in Federal Way. During dinner, the following sign hung on the wall over our table.

As much as I enjoy yogurt, I’ve never said to Kim, “Hey, let’s grab a yogurt to keep our colons healthy” or “Guess what refreshing dessert reduces yeast infections?”

Maybe 9 reasons is a stretch and 6 would have done the trick? Either way, I couldn’t help but think of the brainstorming session that took place in order to come up with reasons. Can you imagine those that didn’t make the grade?

The sign makes it appear as if fresh raspberries are a topping option. But you’d be wrong if you assumed that like I did when I asked what fruit toppings were available.

“Oreos and almonds except we’re out of almonds”

“OK, I’ll go with the Oreos”

One other nice touch is the red tape over the word, “Sample”. It makes sense because if you’re suffering from an intestinal infection, you’ll want to jump immediately to the full size offering and skip the sample.