Thursday, April 21, 2011

What's in an apology

Did anyone catch the non-apology, apology by the deputy prime minister on TV last night. Unfortunately most politicians are not wont to issue heartfelt apologies and are good at not taking full responsibility – ‘I was provoked’, ‘the intelligence was faulty’ – but wouldn’t it be more refreshing to see someone stand up and admit their failure, apologize from the heart, and change their behavior going forward rather than get all defensive (or aggressive even) seeing it as a character deficiency. Did you know Emperor Henry IV trekked across the Alps to beg for the Pope’s forgiveness after being excommunicated. Only after three days of kneeling in the snow did he finally convince the Pontiff to welcome him back into the Catholic Church. Can you see any of our leaders going to that extreme for a mea culpa?

An apology (if it is sincere) is worth its weight in gold. Our independence heroes even more than compensation want an apology from the British government for the unspeakable atrocities committed. The Australian government in 2008 gave a famous apology to the stolen generation of the Australian Aborigines - grown men were crying is how much that long overdue apology meant.

These days many people struggle to issue a simple, “Oh, I’m so sorry” when they do something wrong. Instead, they play the blame game. Everyone has had to apologise for one thing or another but how do you feel when someone gives a less than heartfelt apology, I know it makes me feel even more offended. An apology doesn't need to be long or repetitious. You just need to mean it, and to acknowledge that you were wrong - not that someone thought you were wrong.


You be the judge - the apology is in the first two minutes of this clip

Here are some more famous or is it infamous mea culpa’s


Minister Sally Kosgei apology


Tiger Woods apology - was he really sorry for what he did or getting caught?


Bill Clinton's apology


Televangelist Jimmy Swaggart's tearful apology

Tuesday, April 19, 2011

Customer service (still) matters - build your brand

It goes without saying that with competing companies providing similar product at a similar price, the main differentiating factor in business today is customer service. Customer service should not simply be as a ‘nice to have’ but literally as a lifestyle. It is about making people feel good - making their day, making a difference. Today’s customer is different, informed and with challenging needs and expectations – in fact to state the obvious, they have a choice! At the end of the day whenever you take the customer’s viewpoint (I’m afraid the customer is always right), you are that much closer to success in building up that customer’s relationship - and ultimately their loyalty. I have received great customer service from places like the Orange Shop at the T-Mall, my barbershop where it (the service) literally goes to my head, the marketing lady at Equity Bank NHIF building and the guys at the Ericsson shop at Sarit. Do you give your customers great service or is there room for improvement? What makes your customers use your services over and over again?

Friday, April 8, 2011

What happened to the movies?

I rarely go to the movies these days, preferring the comfort of my couch but last weekend a friend convinced me to go see the latest reincarnation of Nicholas Cage. Too call the movie bad would be too kind but that’s a posting for a movie critic. I wanted to talk about some of the goings on in the dark.

Lets start with the most egregious - mobile phones in the theatre. You know even when you crouch and whisper, that call is still annoying. Other people did the right thing and didn't take any calls, but then were busy texting away (no excuse even during an awful Nick Cage movie) and the place was like a rock concert in the dark what with the bright phone screens flashing all over the place. If the movie sucks, feel free to let your feet do the walking - politely excuse yourself and leave with a minimum of fuss and save the loud grumbling for when you get to your car.

There were some scenes that even I had to put my hand over my eyes for all the gore and might I add particularly loudly acted adult scenes. Yet a couple happily had their five year old in tow sitting between them. I guarantee this kid is traumatized for life, as someone once wrote - if you can't find anyone to stay with your kid at home don’t bring them to what is clearly an adult movie - it’s that simple.

To the people running up and down the aisle every five minutes to go to the bathroom or take that all important phone call this is irritating and distracting. Constantly talking about what the main character should do next with your friend coupled with over exuberant laughter all serve to ruin other patrons movie going experience. And if you sir, continue to kick my seat from behind I’ll be forced to…

Ok, rant over - what other lack of manners in the movie theatre have you experienced?