Unfortunately, the piece John Haydon wrote for my blog won’t be available until sometime next week. As such, I’m using this opportunity to share one of my earlier posts on interactions in business.

A couple of years ago, my parents bought a new dishwasher from a major electronics chain along with an extended warranty plan offered by the retailer. A few years later, that extra coverage appeared to be a wise move as they started having problems with their dishwasher after it was no longer covered by the manufacturer’s warranty.

However, when my parents called the electronics chain to make their claim through the retailer’s extended warranty plan, the company refused to honour their contract, insisting that the problems my parents were having with their dishwasher were not covered by the extended warranty. After several more phone calls and written letters, the electronics chain grudgingly acquiesced to respecting the terms of the warranty plan they had sold to my parents. Although the problem was ultimately resolved, the fact that my parents had to fight for something they paid for left a lasting impression as to this day, they refuse to buy anything from this major retail chain.

What this story shows is that this company failed to appreciate the importance of integrity in their dealings with their customers. Sure, the retailer had succeeded in Click here to continue reading »”Why Integrity Still Matters”

In a previous post, I wrote about the necessity of making business and the workplace personal again for both improving productivity, as well as spurring growth and innovation. Following the comments and conversations brought on by that piece, I got to thinking about another important relationship dynamic in business – that between companies and their customers, especially in light of the impact social media is currently having on the business world.

These days, there’s a general consensus that businesses need to play a more active role in social networking sites like Twitter and Facebook. However, being active on social media sites means you have to be authentic and transparent if you really want to reap the benefits of participating in these online communities. Of course, that doesn’t mean I want to hear about how Toyota welds the various car parts to the chassis or what’s the thread count for the linen the Sheraton Hotel chain uses in its bedding since that’s of little relevance or interest to me as a consumer.

So what does it mean then when we say we want companies to be authentic and transparent? Well, it means simply Click here to continue reading »”I’m More Than Just A Number”

A few weeks ago, I watched a movie on TV with my family that got me thinking about the issues of self-esteem that young girls and women face. Interestingly enough, this train of thought wasn’t brought about by the movie; instead, it had more to do with the main sponsor of the film – Dove, the personal care products brand. Instead of simply airing commercials, Dove presented short segments at each commercial break that featured mothers and daughters talking about ideas or activities they do to feel good about who they are and how they look. As a man, I have to admit I found these conversations reasserted the notion of men and women being from different planets, the ideas and concepts verging almost on being alien in nature. But as a father of young girls, I found the mere idea that such measures were useful or even necessary for improving self-esteem in girls, as well as women, troubling to say the least. And yet, the idea that caught my mind’s eye most was not so much the message, but the messenger itself.

I’m sure everyone has seen examples of Dove’s recent ad campaign “The Dove Campaign for Real Beauty“, which essentially presents the idea that all women are beautiful in their own way. It’s a great message of self-esteem and empowerment and their ads certainly put forth a compelling case. To wit, Dove produced an advertisement called “Evolution” which helped to demonstrate how fabricated those images of alluring models on billboards actually are – Click here to continue reading »”Why Self-Esteem Shouldn’t Come From A Bottle”