Filed under: A Bit Of Inspiration, Advertising, Airports, Attitude & Aptitude, Business, China, Chinese Culture, Culture, Customer Service, Empathy, Experience, Fulfillment, Individuality, Management, Planes, Prejudice, Relevance, Reputation, Resonance
So as you know, I was in China recently and when I was flying from Chengdu back to Shanghai, my plane was 5 hours late for takeoff.
While that is a pain, what made it worse was it meant we didn’t even take off till nearly midnight.
Now the good news for me is I sleep on planes.
In fact I sleep better on planes than anywhere else.
I’m fast asleep before takeoff and tend to wake up on landing … and that’s what happened to me this time, aided by the late hour.
However what was different this time was I found a package and this note next to me.
Specifically this package and note …
Apparently the crew on the plane were worried I’d wake up hungry but didn’t want to wake me up as they could see I was fast asleep and it was very late so they made up that package and wrote that note.
While I am not sure if the food I received was worthy of that much care and consideration, that level of service – despite the note being written on a sick bag, hahaha – is ‘TV ad worthy’.
China gets a bad rap for customer service, however in my experience it’s miles ahead of most other nations [which suggests it’s driven by ignorance and/or prejudice] because this small act on a China Eastern flight between Chengdu and Shanghai shows what happens when you train your people to not just blindly follow a corporate, cost-efficientprocess, but to actually and actively care about your customers.
Thank you China Eastern.
Filed under: A Bit Of Inspiration, Attitude & Aptitude, Authenticity, Childhood, Confidence, Context, Creativity, Differentiation, Education, Effectiveness, Emotion, Empathy, Experience, Fatherhood, Food For Thought, Jill, Mediocrity, My Childhood, My Fatherhood, New Zealand, Otis, Parents, Prejudice, Relevance, Resonance, Respect, School, Trust
A few weeks ago I wrote about Otis and his love of the Rubik’s cube.
His ability to solve them blindfolded.
How he’s found the cube community to be nurturing and inclusive.
Well recently Otis reminded me of kids endless capacity to be more than just curious … but committed.
You see over the past few weeks, two new things have entered his world.
Yoyo’s and Table Tennis.
I don’t just mean passing interest, I mean a full commitment to see what he can do with it.
Now I appreciate this is a bit easier for him than it was in my day … because he has YouTube to help educate and inspire him.
But my god, his focus and energy has taken my breath away.
In a matter of weeks, his abilities have gone crazy. I appreciate this is the sort of thing you would expect a Dad to say about their kid, but I promise I’m being as objective as I can be.
I’ll have to write about his Yo-Yo chops another day … but it’s unbelievable what he can do [though the innovation of the product is also mind-blowling] however it’s his love of table tennis that is a sight to see.
Part of this is because he’s not really into sports.
He does like tennis, but has no interest in things like football or – that school nemesis – cross country.
But what is great about loving sport that involves hand/eye co-ordination is that it develops his motor skills, which will be permanently affected because of his diagnosis of dysgraphia.
For a while, he’s been hitting a table tennis ball against a window at home with a bat.
So far so good.
But this weekend we took him to the NZ Table Tennis association so he could see what it is like on a full sized table.
And rather than be intimidated or nervous, he loved it.
More amazing, after a bit of getting used to the new dynamics and environment, he was pretty good at it.
Of course I’m talking about the basics of table tennis, but it is his ability to throw himself into things and desire to get better that is fantastic … not so he can beat others, but so he can see how good he could be at something.
I’ve written about this before, but there’s far too many adults who are focused on speed rather than substance.
A desire to take short-cuts to move up than to build a solid layer of ability and experience.
I don’t blame them for doing this – the system is against them – but it also means the people who will be in-charge of the next generations development will be people who may not fully appreciate what development really is. Or can be.
And that’s why I’m proud of Otis. He wants to do it right.
He gets massively frustrated when his ability doesn’t match his ambition … but he works at it till it surpasses it.
His focus and desire is a joy to witness.
His pride of achievement.
His fast-track of growth through the unrelenting focus and commitment of an 8 year old. An 8 year old with dysgraphia.
And while his neurological situation may mean he has to learn in ways that are different to normal approaches, that does not mean his abilities or potential are less.
Not in the slightest.
And that’s what I wish schools and governments understood.
That some kids learn – or have to learn – in personalised ways.
Sure, a lot of schools find that hard because of a lack of resource … but there’s still too many who see teaching about group standardisation than individual potential.
At a time where there is a lot of talk of kids being lazy or under the spell of social media [which is not necessarily true but convenient for older generations to use to mitigate blame] … maybe it’s worth remembering that by not creating and funding a system that recognises, appreciates and encourages individual needs, it’s not their fault they don’t want to follow a path that works against them, its ours.
Add to that the disappointment and disillusionment they see in the adults who blindly followed this ‘one-size-fits-all’ system and ideology, and I’d argue they’re smarter than us.
So while Otis is just doing what he loves, I hope one day he realises he’s a quiet revolutionary … one who shows his focus, dedication and desire to be better can break down barriers.
For him. And the millions of kids who have so much to offer and give, like him.
Filed under: A Bit Of Inspiration, Apathy, Attitude & Aptitude, Authenticity, Brand Suicide, Business, Comment, Complicity, Confidence, Consultants, Context, Corporate Evil, Corporate Gaslighting, Creative Development, Creativity, Culture, Fake Attitude, Imposter Syndrome, Leadership, Management, Marketing, Marketing Fail, Mediocrity, Prejudice, Professionalism, Relationships, Relevance, Resonance, Respect, Succession, Toxic Positivity, Trust, Truth
I appreciate that at my age, the title of this post may suggest I’m going to whine about companies overlooking people of a certain age for younger, cheaper, hungrier individuals.
I’m not. I get it.
Not only that, while age and knowledge have some level of interconnectedness … I’ve met countless young people who are bloody brilliant [not relative to their age, just bloody brilliant] as well as plenty of people with ‘experience’ who, frankly, aren’t.
What I’m talking about is the blinkered confidence some companies place in their people simply because they’re their people.
On one hand I suppose I should celebrate it, given its not that long ago that companies overlooked internal capability for the external shiny and new.
And while this post does not reflect any of the clients I specifically work with directly, I am seeing and hearing more and more companies go to this other extreme and worse … enabling a level of arrogance in their people that results in any objectivity they face – regardless of the knowledge and expertise of the person delivering it, let alone the desire to help make things more successful – as a threat.
Complicity is the name of the game these days.
Blind acceptance that whatever the person ‘in charge’ says, is right.
A belief internal employees are better informed about every topic than people who are experts in specific topics … so companies can feel great about themselves.
Of course, the issue with this approach is that when things go wrong – or don’t go right enough – everyone else gets the blame. Not just by the person in charge [which you almost expect] but by the company they work for, despite the fact the only reason they gave this employee the project is because they knew a bit more about a subject than senior management, so they saw them as [1] an expert in the field and [2] a cheaper option that bringing in external expertise.
Now you’d think the fear of this outcome would ensure people would stand up for what they believe is right.
Not because they’re arrogant, but because they know their experience and knowledge can disproportionally benefit the end result.
And some do. At least the really good ones …
But even they are under increasing pressure to go along with the whims and wants of certain people/companies … because the whole industry is seeing more and more work being handed to people and companies who simply say yes to whatever is wanted.
Or said another way, convenience and fawning is more valued then expertise, knowledge and standards.
Now of course, it’s human nature to believe we can do more than we actually can.
We all like to think we are ‘special’.
We all like to be acknowledged as important.
We’ve all heard the ‘fake it till you make it’ philosophy.
But the truly special are the ones who know that however good they are, having people around them who are better than them – in different fields – can make them even more effective.
It’s why the World’s best athletes have coaches.
It’s why the World’s best musicians have producers.
It’s why my brilliant ex-NIKE/FFI client, Simon Pestridge, said: “middle management want to be told they’re right. Senior management want to know how they can be better”.
The reason I say all this is that I recently reached out to one of the best organisational psychologists in the World. They work with the CEO’s of some of the most respected and successful companies in the World including Apple, NIKE, Ferrari and Electronic Arts to name a few.
This is what they said when I talked to them about what I was seeing:
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“I call them professional imposters and the reason so many succeed in corporations is because they target other imposters. It becomes a co-dependent relationship where they ensure their ego, status or promotion opportunities won’t be challenged.”
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To be honest, I was not shocked by their view, I was more shocked by the acknowledgment.
Of course, I probably shouldn’t be. It’s hardly a new phenomenon and we also had one of the most successful shows in TV history shine a light on it …
Succession was a celebration of the role of co-dependence and complicity within organisations.
As I wrote recently, Tom was the epitome of it.
But this post is about Tom before he ‘won’ [even though he is still a pawn to the real power] … this is about Tom when he just wanted to please to win favour. Where he thought nothing of being vicious and vindictive to those beneath him because he knew that didn’t just please the people above him, it let him feel he was above everyone around him.
And so Tom eventually gets promoted beyond his capability …
Where the illusion of power and external fawning is more important to him than pay checks.
Where his belief is he is superior to all, regardless of knowledge or experience.
Where his understanding of situations is the only understanding of a situation.
Yeah, it’s bleak. It’s fucking bleak. Because while Tom was fiction, Trump got to be President of America. And what makes it worse is we all see it. Hell, we’ve probably all been exposed to it. And yet it goes on.
If companies truly want to be great, then they’ve got to kill and stop rewarding toxic positivity … because value will be revealed when they allow more people to say no to them and they say yes to more people.
Filed under: Attitude & Aptitude, Authenticity, Childhood, Context, Creative Development, Creativity, Culture, Marketing, Prejudice, Resonance, Respect
Recently I watched a fascinating documentary on the Pez community.
For those who don’t know what Pez is … it’s a confectionary that came with a dispenser that had a ‘flipping head’ to access them.
This ‘flipping head’ came in all manner of shapes and sizes, which is what made them collectable, despite them being cheap … cheerful … and absolutely everywhere.
Not only did the documentary, The Pez Outlaw – on Netflix, reveal there was a community of collectors … not only did it show how obsessive and passionate they were … but it highlighted how we, as humans, have an inherent need to feel ‘we matter’ while companies long to feel constantly in control.
I know that sounds like a massive overstatement for a documentary on Pez sweets, but I assure you it’s not and here’s the trailer to whet your appetite.
But that’s not actually why I’ve written this post.
It’s because I saw something in the doco that stood out for incredible reasons.
Not for the price it’s being offered at – which, I admit, is a lot – but for what it represents.
It’s this.
Yep, a Black Santa.
That may not seem much to write about, but remember it’s only in the last few years we’ve seen the first magazine dedicated to little boys and girls who are Black, Fenty launched a foundation that catered for African American skin [rather than expecting people to work with foundation that was designed for white skin] and a medical journal showed a Black fetus.
In other words, a sweet company was more progressive about diversity and inclusion than the vast majority of organisations. In fact, they probably still are.
Or should I say, the international division of Pez was because it appears the US subsidiary – who don’t come out of the documentary well at all – vetoed the variant.
It blows my mind we’re still at this stage of societal acceptance.
It blows my mind that some people still don’t want it to go further.
And while many would like to suggest this is just an American problem, they’re wrong.
It’s not that long ago that I heard families in Fulham complain that the Santa the school had brought in, was Black. I remember listening to them and not being able to compute what they were saying – especially as the school had a high proportion of Kids of Colour attending there.
Eventually I lost my shit and asked why they were being delusionally protective about a mythical figure … a mythical figure who supposedly wants all kids to feel happy and seen and yet, until the school did this, there was a high chance any kid who wasn’t white had felt Santa was never really for them and so they were always experiencing it from the outskirts rather than the middle.
Of course People of Colour know this because they face this bullshit every single day … which is why, for all the twists and turns of Pez, they knew how to make every one of their customers feel they were for them, not just about them.
Filed under: America, Attitude & Aptitude, Context, Culture, History, Prejudice, Racism
So today is July 4 – a day where lots of America go crazy celebrating freedom from the Brits.
And while I appreciate I descend from those Brits who stole lives, livelihoods and land, I hope America realises the day they embrace is only relevant to some.
Put simply, Independence Day is a white America celebration … and given the way they behaved to Native and African Americans, it’s not something I’d be treating as a national holiday, which is why I – like many others – believe the true celebration should be on June 19.
You can find out why here … but basically, I can’t understand how a nation can celebrate freedom when they know only some were free.
This is not an anti-American stance.
It’s a pretty awesome country, despite its issues. I also appreciate the role the day has in their national calendar. However for a nation that prides itself on being ‘the land of the free’, it would be wonderful if they lived up to that label rather than down to a stained tradition.