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: A Bit Of Inspiration, Age, Attitude & Aptitude, Bands, Bangkok Shakes, Childhood, Culture, Music, Nottingham, Paul, Queen, Relevance, Resonance, Respect
When I was a kid in Nottingham, there were 3 independent record shops I continually went to.
WayAhead, Rob’s Records and Selectadisc.
OK, part of this was because there were no major record shops in Nottingham at that time – Our Price, Virgin and HMV all arrived [and left] years later – so unless you were happy with the extremely limited range available in Boots, they were your only options.
Not that they were a ‘lesser’ experience to the big chains. Far from it.
In fact WayAhead became my Mecca because it was a pure rock and metal store. The only one in Nottingham … a place that loved the music rather than just sold it. A place – when I look back – that not only helped forge my identity as a teen, but gave me a space where I could feel safe and supported in it.
It’s also the location where I queued up all night just to ensure I could get Queen tickets for their Works Tour. So the memories are deep and strong.
Rob’s Records was a second hand store up a small alley called Hurts Yard.
WayAhead used to be a few doors down, but they moved to a much bigger location when [1] metal music became mass in the mid-80’s and [2] the shop couldn’t fit customers in because too many people were crammed around the Pinball table and Track and Field arcade game that was in the front of their store. [See photo above]
But I digress …
To be honest, Rob’s Records was a shambles.
Messy … cramped … records stacked tight in big boxes and plastic bins placed literally all over the place. But it had cheap records so I’d find myself in there searching for some rare Queen albums or singles… normally after having a fried chicken lunch from the place that was a cut-price KFC in name, cleanliness and taste.
And then there was Selectadisc.
Set over 2 floors, it was the music lovers, music shop.
A dimly lit, warm cocoon that incubated you from the world outside.
In fact, it was considered an institution by record/vinyl fans all over the world thanks to its continued support for new and up and coming bands.
That said I didn’t love it … it loved The Smiths for a start … but it did have a lot of variety. It also had a great noticeboard where people could put up ads … especially for musicians for bands. We found our first singer, Rob Reid, from an ad we put up there … someone who helped give me some of the best times of my teens and who I am still in touch with to this day.
All of these places were like a wonderland to me.
I may have entered from the street, but I found myself on a different planet.
I would spend hours there on a Saturday… listening, talking, looking, reading. Occasionally even buying.
And while Rob’s Records and Selectadisc didn’t offer me the same community as WayAhead … they mattered to me. A lot.
Sadly, only Rob’s Records remain … but what caused me to write this post is because I recently saw a photo of the upstairs of Selectadisc and it stopped me in my tracks.
Not because of the memories it ignited.
Nor because of the state of it.
But because of its size.
Specifically, how small it was.
I appreciate when you’re younger you overestimate size … but this wasn’t when I was a child, I was in my teens.
And even though it wasn’t my fave record shop, I still remember it like it was a Cathedral of Sound.
Maybe it was because it was bigger than both WayAhead and Rob’s Records.
Maybe it was because it was on 2 floors where the others were just on one.
Or maybe it was because it offered me an escape from normal life to a place that was filled with sound and people who shared a similar love to it as me.
There’s never been a place like those record shops for me.
The closest was Funan Mall in Singapore – a whole building dedicated to selling electronics and gadgets.
A place where I could happily spend hours just looking at the latest new tech that had come in from China … where Jill sent me to after I’d proposed so I could calm down from the intense emotions of the morning.
But even then … even with all that … those 3 record shops in Nottingham will be where a part of my soul resides.
A place that was educational, recreational, and experiential.
Society is worse off without these places.
Yes, I know culturally they have been replaced by a bunch of other places – from the barbers shop to the chicken shop – but records shop were more than a place to hang and talk, they were a place where you grew.
So even though this photo of Selectadisc highlights how small it actually was … it’s impact on who I was remains huge.
Filed under: A Bit Of Inspiration, Advertising, Attitude & Aptitude, Audi, Authenticity, Brand, Communication Strategy, Corporate Evil, Culture, Honesty, Luxury, Management, Mediocrity, Metallica, Packaging, Premium, Resonance, Respect, Standards, Status, Strategy
A lot of luxury brands, invite a lot of mocking.
It might be what they make.
It might be the prices they charge.
It might be the way they look at the world.
But whatever your opinion, at least they commit.
Walk into a proper high-end luxury brand and you see high-end standards and experience.
Everywhere.
[The Netflix series ‘7 Day’s’ perfectly demonstrates this, as I wrote about here]
Innovation. Craft. Details. Service. Packaging. Training.
You might not like it.
You might not value it.
But you can’t say they’re not committed to it.
Now compare that to companies that like to position themselves as ‘premium’.
Sure, some live up to it … but my god, most don’t.
The only premium-ness is often only in their pricing and ego.
Big talking to the public, short-changing everywhere else around them.
Now I get you have to look after the pennies in business, but when you claim to be premium – it should mean you recognize the value of premium standards and service in those around you and with you. And if you don’t – or you don’t think the people you are dealing with offer that – then why the fuck are you dealing with them?
I’ve written about this before, but once-upon-a-time I was asked to work on a freelance project for a high-end German brand.
I submitted my estimate to which I was met with the following reply:
“Your fee is higher than other partners we use, please lower it”.
That was it. Not even an indication of the costs they were comparing me too.
Now while I value what I do, the costs weren’t excessive.
Infact they were a fraction of the cost of one of their lowest priced products.
But more than that, I’d agreed my fees with the CMO before I submitted them to procurement, so I thought., ‘fuck this’ and wrote the following response.
“Your products are higher priced than other brands I could choose, please lower it”.
I know … it was cheeky, but I just thought they were incredibly arrogant in their attitude, especially in the way they wanted to undermine my experience.
And guess what, almost immediately they replied with,
“We accept your rate and look forward to working with you” … which is the exact moment I saw through the hype.
Brands who value quality don’t benchmark costs against the lowest market rates.
I get it’s a negotiation tactic, but it also reveals their hypocrisy and insecurity.
It’s why my experience with Metallica was so shocking … despite the fact what they do and value all makes total sense but the way most business operates means it felt so bizarre.
Actually, Metallica are a great example of a brand that values who they are.
Everything they do is focused on respecting the quality of what they do.
For example, to make sure their vinyl is always of the highest quality – they bought the best vinyl printing press company in the world.
Same with their live shows …
To ensure their sound is of the highest quality, they had the highest-quality live speaker system in the world built.
Rather than approach investments in terms of ‘what can we get away with’, their attitude is to put highest quality first … which is why they buy stuff rather than lease it because not only does it ensure their creativity is given the highest possible quality [rather than the best they can get away with] it ensures they always have priority access to it. And when they don’t need to use it, they get people like me to work out how to make it pay for itself, which often ends up leasing it to other bands who don’t have the same needs/standards or values as them.
Metallica understand standards better than most brands.
But then they understand who they are better than most brands.
Which is why everything they do is focus up to the quality not down to the price.
That’s a proper premium brand … one who makes decisions that reflects who they are not who they are pretending to be.
Christ, I recently saw a rep from a coffee brand get into their gold Audi.
It stood out to me because it was a errrrrm, gold Audi.
And while some may look at it and say,
“If they drove a Prius, maybe their coffee prices were lower”
… not only are they unlikely to be people who buy their coffee, they are also unlikely to care about the difference of coffee.
That’s not a diss … I like Nescafe with Coffee Mate … but it also doesn’t mean that my taste is reflective of everyone else’s either.
Whether true or not, my impression of a brand giving their rep this choice of car was they had a different perspective on standards. Rather than give their reps the lowest priced car they could get away with, they found the most efficient car of the standards they live and operate in.
Of course many may slate or disagree with me for this view …
I also appreciate some may find their choice a reflection of their pretentiousness, which they find fucking annoying.
And in some way I agree with them.
However I feel a lot better about pretentious assholes when that’s who they actually are rather than those who do it to look like they’re premium when everything else highlights they’re anything but.
Commitment costs.
You might not want to pay it … you might not understand the reasoning for it … but at least you’re dealing with people who believe it rather than those who are exploiting you for it.
Filed under: Advertising, Agency Culture, Attitude & Aptitude, Business, Innovation, Insight, Management, Marketing, Marketing Fail, New Product Mentalness, Planners, Planning, Relevance, Resonance, Respect
I recently read the credentials of a design/branding company who said their processes ‘guarantees’ to be effective.
GUARANTEES!!!
How the fuck do they do that then?
Unless they’re literally buying-up whatever it is their clients are selling, there is no way they can guarantee that … even if they have more data and knowledge than God.
Which means they’re talking utter shite.
Or – at best – aiming so low with their goals, that it means whatever they do is pointless.
But what is scary is clients buy this rubbish …
They buy into a proprietary systems – that often are only proprietary because of the name they have been given – and believe it somehow has the power to dictate how people think, feel and behave.
I am not saying we can’t have a good understanding of what is likely to happen.
I mean, that’s literally my job.
But increasing the odds of success and guaranteeing them are very, very different things.
This obsession with the process rather than the output of the process is one of the major issues companies are creating. Wanting to control every detail to such an extent that what comes out the other end is far more a reflection of their ego than the opportunity they can embrace.
Martin and I talked about this at our Chaos talk at Cannes for WARC back in 2019 … but it seems to be getting even worse.
Which leads me to this image I saw recently …
Of course it shouldn’t need saying that it’s correct …
But I have to because there’s companies out there ‘guaranteeing’ success.
Process is important … it serves an important role.
But as I said, too many people look at process development in isolation to what it is there to enable … and that’s when it all goes to shit. At best you end up doing similar things to your competitors. At worse, you end up with stuff that serves no value to your customers.
Now I get the allure of best practice.
Of following what others have found to be effective.
But the thing many forget is best practice is past practice … or said another way, it’s adopting a process that is looking backwards rather than ahead.
And while adding new elements adds a dimension of the unknown to what comes out the other side, the irony is its those who are willing to fail who are the ones who will end up creating the standards everyone else will end up following and chasing.
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.