Image courtesy of Life Magazine

Recently my wife and I took advantage of the school summer break to take our kids on vacation at one of our country’s most popular tourist destinations. As it was the first time we’d taken our kids there, it was only natural that we wanted to check out the various sites and attractions found throughout the area. Going from one tourist activity to another, it was interesting to note the subtle, as well as not so subtle, differences in how these different attractions were managed and the resulting lasting impressions each one made.

Granted, the issues facing companies in the tourism/entertainment business can differ greatly from those experienced in other industries. However, like all businesses, these companies also have to grapple with the challenge of not only encouraging repeat business, but fostering good word of mouth in order to attract new customers as well.

With this in mind, I want to share with you two stories from our family vacation and through it, the lessons businesses can apply today to better manage their companies, both in terms of their employees and their customers. Click here to continue reading »”A Tale of Two Businesses – Some Lessons on Improving How You Manage Your Company”

When I was growing up, my parents would often share with me the stories and parables they were told as children back in India. One of my favourites was the story of the blind men and the elephant. In the story, six blind men were asked to describe what an elephant is just by touching it. One by one, the blind men touched the animal and said an elephant was like a tree branch, a rope, a fan, a pillar, a pipe and a wall. Confused over who was right, the blind men were told that the reason for their different answers was because they had touched different parts of the animal, namely it’s trunk, tail, ear, leg, tusk and belly. As a parable, the message is clear that we must never lose sight of the fact that our perception of the world around us can be very limited, preventing us from understanding the bigger landscape.

In the context of the challenges facing businesses today, this story bears some valuable messages for leaders facing the question of how to ensure their company’s continued growth and viability in the years ahead. Like the blind men in this tale, many different ideas/solutions are being handed out to explain how to address the current challenges companies face today.

In some circles, innovation is being pushed as Click here to continue reading »”Will Businesses See The Elephant In The Bigger Picture?”

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”