The Musings Of An Opinionated Sod [Help Me Grow!]

Yep, the DVD you see above is some porn flick … and yep, I saw it casually discarded on a bin at the end of our street … which I guess highlights how much porn is in the mainstream these days as well as the fact I live on a road full of pervs.

And for those who were wondering … yes, the DVD did work after being wiped down with a damp cloth.

A word that the marketing community have grasped to their bosom and are not going to let go.

From Apple and Nokia through to Ford and VW, every new product has seemingly been designed with ‘human intuition’ at its core.

Now in many ways that’s a very good thing … and certainly life is much easier for it … however part of me feels society is losing out because of it.

We’ve already had people blame Google for supposedly destroying mankind’s ability [and willingness] to think… however if you think that’s true, I think you should also be pointing your accusations towards any brand that talks about ‘intuitive’ system software.

When I started using computers, I learnt through trial and error.

I didn’t have any lessons … I didn’t read any books … I just rolled up my sleeves and tried stuff.

Now I should point out, I’m not talking about technical stuff, I’m talking about everyday work software … however back in the early 90’s, that was like learning a totally new language and through experimenting, I got pretty fluent in it.

Here’s the thing …

Because I didn’t have any ‘rules’, I learnt how to use the software and do with it as I wanted.

Sure, some of the things could probably be done more efficiently and effectively than I was doing it – but it worked for me – which is why I can’t help but think this ‘uber-intuitive’ attitude being adopted by companies these days, is denying people both a sense of discovery and a willingness to explore.

I’m not saying companies should stop issuing ‘instruction books’ or make things plainly difficult to operate, however I do think making everything so ‘seamless’ is not always as beneficial as we may think and I also find it somewhat ironic that so many people think Apple represents the pinnacle of empowering creativity, when everything they do is so finely managed, that they’re basically controling you rather than the other way round.

Having a shower.

Scoring a goal.

Conceding a goal.

Writing a song.

Making a baby.

… lots and lots of things, but that’s still doesn’t explain why the concierge of the Hilton Hotel KL thought it was a good idea to ring me within 4 minutes of my food being sent to my room and ask if I enjoyed the meal and whether they could come and collect my tray.

FOUR MINUTES.

TWO HUNDRED AND FORTY SECONDS.

That’s not good customer service … that’s process following without any element of common sense.

It’s all very good training people to maintain high standards … but if you plan everything to the point where they are not allowed or encouraged to use their common sense [which demonstrates the companies arrogance in believing that they know every possible scenario and situation], then all those carefully developed plans can actually end up working against you because now I don’t think the Hilton are customer focused, I think they just like to pretend they are by doing what they want regardless of their customers needs or situation.

Maybe the Hilton’s management and trainers should watch this and realise how encouraging common sense and judgement from their staff can be more beneficial for their brand than a process that determines every action to the second.

However this 14th Feb is different because in 2010, it also signifies Chinese New Year – the year of the Tiger – so I get to celebrate by having another holiday.

Yes … I know I have only just come back from ‘sort of holiday #1′ but it’s not like I made the Chinese culture give me more time off is it?.

Anyway, as this is my last post till Wednesday, I want to bring up an issue about holidays that I’ve written about previously and that is basically that holidays are not a gift, they’re a right.

My Sunshine boss, the brilliant and irrepressible Chris Jaques, has the greatest attitude towards holidays … basically he insists you take them.

However he doesn’t mean it in terms of you just being out the office … he insists you are emotionally, physically and mentally detached from the place.

No calls … no emails … no SMS’s … no nothing …

It doesn’t matter if your client is demanding some attention or some answers … Chris is of the belief that when you are on holiday, you need to be ‘free’ from all ties, not just the physical.

I remember when I worked with him at Y&R/WPP and we had the big SONY pitch.

We’d gone through a number of rounds and were basically down to the last 2 when they announced the final pitch date would fall smack bang into the time when I was supposed to be taking Jill to Graceland for her 30th birthday.

Now even though I got on very well with the client and the strat was a big part in their final decision making process, he didn’t ask me to delay the holiday … quite the contrary … he told me to go and explained to the client why I wasn’t going to be there before taking a life size image of me to the pitch wearing an Elvis mask.

As most of you know, we ended up winning the pitch … and whilst that could mean I wasn’t very important in the first place … the thing I think worth remembering is that we all need and deserve holidays and as much as our clients are very important, they don’t and shouldn’t ‘own’ our lives and if you are ever in a situation where you’re being told they do, remember you have as much right to a life as them and if your boss isn’t defending that [or at the very, very least, offering an alternative where you benefit for the inconvenience], then get the agency mission statement and point to the line ‘Our Staff Are Our Greatest Asset’ [it’s bound to be there somewhere] before giving them all the middle finger, physically or at least metaphorically.

That’s my excuse and I’m sticking with it … though I appreciate I don’t know what this post is trying to say either.