You Can't Do That!

It's interesting how people react to the phrase "You can't do that!".

Some of us heed it as a warning. Danger - imminent threat. A strictly enforced rule. Perhaps a declaration of lack of confidence in your abilities. This group falls in line - doesn't make waves. They heed convention. They listen to pollsters. They follow the rules.

Others see it as a challenge. Just because no one has done it before, doesn't mean it can't be done. Because someone has failed at this doesn't mean we won't be successful. Just because we're breaking a convention doesn't mean it is still a good practice.

Challenging the status quo isn't always wrong. Sometimes it's the only right thing to do.

What's your reaction to "You can't do that!"?

The Business Card that Changed Our World

Over a decade ago, my team changed our world - with a business card.

We migrated a locally run, non-standard, international I.T. organization into a regional support model, running on a globally standardized infrastructure.

And it all began with a meeting, a business card and a philosophy of team empowerment.

Fortunately for each of us (in about 8 different countries), shared similar pain. Our systems were difficult to support, we didn't have any support depth at any single site.

It was difficult to share processes or learning, since the sites were so different from each other. And the other thing we all had in common? - universal user dissatisfaction with the support we were providing (or not providing) to our end users.

And so, it was under these circumstances we began the journey.

It started with the understanding that WE were a big part of the problem.

Once our team met, and understood that we all faced common challenges. It was relatively easy to identify the pathway to better systems and improved support. We had to get to "common" and we had to "watch each other's back", by sharing stories, identifying and adopting our best internal processes, learning from our mistakes and by standardizing on technologies, so we could develop expertise across multiple sites to back each other up.

And so it was that the 5 Rules were born.

We didn't specify up front what had to be implemented, only that we do it together and not make our problems any worse by adding to our computing complexity. (To be honest, many of the team had a shared vision about which technologies we should leverage, we just had to agree on hardware and service products and vendors.) And we had to talk to each other like never before.

Our 5 Rules were:

1. Common and Fewer (initiatives, platforms, processes)

2. Global and cross divisional teams vs. local initiatives

3. Package vs. Custom (software)

4. Need vs. Want ("concrete business benefit" trumps "cool to have")

5. Communicate, communicate, communicate!

The idea of putting our 5 Rules on business cards came from one of my Directors (thanks Dave) and the idea was to spread the word throughout I.T. (and the rest of the company) via the 5 Rules cards.

We mandated that any technology being considered or deployed, had to fall within the 5 Rules.

Any proposed exceptions had to be brought to my attention.

In this way, our entire team was empowered to make it happen. We avoided the typical "have everything approved by Corporate" because our team clearly understood the rules. And the rules could fit on a business card.

It took us three years, but in the end, the team built one of the best and well run computing platforms I've ever come across. Global vendors were consolidated. Data communications were globally monitored. All networks were visible around the world. Standard computing images were developed. Common routers, switches and firewalls deployed, 5 data centers consolidated into one, a DR center built, all mid range computers managed by just a couple of people, common email, KM applications and universal Internet access to Corporate applications, anytime, anywhere.

It was quite an accomplishment. I couldn't be more proud of that team.

And it all started with a business card.

Beautiful Blogging

I just came across a beautiful presentation on my favorite presentation sharing site slideshare.net.

This presentation provides practical advice for people who write blogs (or want to). It's an example of beautiful design and effective communication.

Enjoy

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Welcome to Bizarro World

This morning the NY Times ran a non-story about an unsubstantiated, implied, inappropriate relationship that John McCain may or may not have had, with a lobbiest, 8 years ago.

This isn't news, it's gossip.

And, if untrue, the NY Times need to be hauled into court and forced to pay a steep price for giving voice to an unsubstantiated rumor.

To make things worse, all the TV pundits this morning are doing their usual schtick - amplifying the non-story by repeating it endlessly and expressing their fake outrage from both sides of the aisle.

He (and WE) all deserve better. If you thought the media learned anything from their 6 year haitus during the years when we launched a war and began losing all our constitutionally guaranteed freedoms, think again.

It appears they'll publish whatever generates readership.

The old adage "If it bleeds, it leads." should be amended to; "If it doesn't bleed, throw ketchup on it, imply it's bleeding and lead with it."

Must have been a slow news day.

iTunes Artwork Screensaver for Windows

Yesterday I wandered into my son Jeff's room. Both his Macs were in screensaver mode and were displaying album art from his iTunes library.

I thought it looked pretty cool (just like Apple to do something like this) and I asked whether there was a version for Windows.

He didn't know, but his intrepid Dad found a free downloadable copy for Windows users thanks to Canyon Room. It has been available for well over a year, but I never knew about it until now.

Enjoy.

The EST Test

If you asked your customers to describe your company, your products or your services, using adjectives ending in "EST", what superlatives would they use?

Are you the coolEST, smartEST, cheapEST, friendliEST, fastEST, costliEST?

If this exercise stumped you, perhaps it's time to begin thinking about how you can stand out - about how you can become remarkable.

Your Customer Tribe

My son, Jeff, alerted me to the fact that MySpace now broadcasts Amber Alerts to it's members, based upon their zip code. The amber alert people are taking advantage of the MySpace community to get their message out. He found it remarkable enough to tell me about it. And I'm sure he'll be talking about it with his friends.

Time-Warner now sends my kids text messages when their school is cancelled or delayed due to weather. They are starting to build a subscriber base around what matters to (their younger) consumers. After all, a day off, or a couple extra hours of sleep on a school day, rank pretty highly on any teenager's wish list.

This begs the question.

Is your business providing a service that your customers (or potential customers) absolutely have to have?

And if not, how are you trying to build a customer community around your product or service, igniting or fostering a passion for the thing your company does? How do you reach out to your customers?

If you're just trying to sell stuff or to sell services, and you're NOT cultivating a "customer tribe", you're missing the point... and a huge opportunity. After all, a tribe is all about "kinship", shared values and shared dreams. Tribe members look out for one another. They share stories.

One very recent example. Apple's MacBook Air, was essentially marketed by Apple's customer "tribe" - the community of customers who appreciate sleek design and superb, simple, intuitive functionality. Sure, Steve Jobs officially kicked off the product launch at MacWorld, but long before that event, the Apple "tribe" was talking about the possibility, speculating about the product, building anticipation. And soon after the launch, the same group was busy blogging about the product, singing it's praises, pointing out it's shortcomings. Do your products command the same tribal attention that Apple's do?

Allpost links to no fewer than 34 newsites and blogs that focus on Apple products, design and culture.

The event was remarkable on two fronts. First the product itself, was the lightest, slimest full sized notebook ever. And secondly, the Apple "tribe" did most of the selling.

If your products are not the brightest, fastest, lightest, most flavorful, energy efficient, long wearing, coolest, 100% reliable or unique, what are they?

They may not be worth talking about.

Open for Business?

Are you "open" for business?

I'm not talking about unlocking the door and turning on the lights. I'm talking about attitude.

Open - as in honest, transparent, authentic. Do you communicate to your customers without pretense? Does your "personality" come through? Or do you sound (and act) like a big corporate entity, absent emotion and passion for what you do?

Open - as in receptive to new ideas, processes, opportunities from both your staff and your customers.

Open - as objective about your performance, markets and customers. Honest with yourself about shortcomings and failures.

Open - as embracing workforce diversity. Leveraging cross cultural work experiences and ideas to the benefit of your company.

Open - as in (open books), sharing results with your staff - helping them own responsibility for the success of your business.

Open - to criticism, when something goes wrong. Or do you hide behind policies, procedures or assigning blame?

Open with partners and suppliers. Working towards win/win outcomes, better (mutual) supply chain performance, not simply better pricing.

Al Gore, Stand-up Comedian

During the writers strike, you may be craving new entertainment.

I recently came across this TED talk by Al Gore.

The first 6 minutes of his talk are funnier than anything you'll see on Letterman, Leno, or Conan tonight.

And, if you're so inclined, you can stay tuned and listen on how you can help address climate change.

Enjoy.

The Power of Social Media

Thanks to Garr Reynolds' blog, I discovered this incredible video. It's a tribute to Barack Obama, by will.i.am, founder of the Black Eyed Peas.

The video is an incredible example of the power of web based social media.

Enjoy.

For Your Consideration.....First Independent President?

I'm fascinated by the Presidential candidate nomination process currently underway. It's interesting so see how each state handles the allocation of delegates (some representational, some winner take all) and then how the entire process is morphed by the impact of super-delegates.

Super-delegates number 842 of the Democratic delegates. They comprise leaders and influencers from within the party. And this year, they'll decide the nominee.

It seems to me that this mix might traditionally lean heavily towards "traditional" candidates - to well connected "establishment" candidates - to those who have the longest history within the party.

The process seems designed to reinforce the status quo.

If I'm right, this will make for a fascinating convention against a campaign backdrop where the buzzword is "change".

The public polling on the Democratic side appears to predict a dead heat between Clinton and Obama. After today (Super Tuesday), many anticipate the the Democratic nomination will still be up for grabs.

While all this is very exciting for the country (at least for Democrats), it seems to me that the eventual candidate will be determined by these super-delegates.

Why is it that this isn't getting more press? Why isn't the main stream media polling these super delegates to see which way they're leaning?

And let me pose one other scenario.

How might the race for the Presidency be changed if Clinton wins the Democratic nomination as a result of the super-delegates and perhaps the best funded candidate (Obama) decides to run as an independent?

Conceivably this is an option for him.

He is extemely well funded. The current dissatisfaction with all the Republican candidates could cause some to defect to an independent candidate - even if that candidate was Barack Obama.

If you're a Democrat, don't worry, this scenario has as much chance of coming true as the Giants have of winning the Super Bowl.

If you're a Republican, you might root for this to happen. An independent Barack Obama competing against a Democratic nominee could easily split that vote, enabling a Republican to win, in a year when they're not supposed to.

This could be great theatre.

[Note: As a permanent resident, I don't have a vote. I'm just a fascinated observer of the process.]

Perfect Gift for the Avid Fan

This weekend marks a significant event for avid fans.

And no I'm not talking about football fans. I'm talking about Beatles fans.

This weekend marks the opening of the Hard Day's Night Hotel in Liverpool, England. Located adjacent to the famous Cavern Club where the Beatles were introduced to the world, this high end hotel offers Beatle themed accomodations for travellers.

Reuters features a slideshow of the renovated building.

Entertainment is provided by Beatles tribute bands, the hotel gallery features Beatles themed artwork by Shannon as do the guest rooms. Yes, some of the suites even feature white pianos, the icon made famous by John Lennon's video, "Imagine".

And so, if you're looking for the perfect gift for that avid Beatles fan, perhaps a trip to the U.K., a visit to the Cavern Club and a stay at the Hard Day's Night Hotel would make for a once in a lifetime memory.

Linked Back IN!

Hurray!

I just checked LinkedIN and their customer service has restored my current profile and correctly deleted my obsolete account!

I am now LinkedIN once again.

About a week ago, I blogged about my experience trying to get LinkedIN to delete my old LinkedIN account. Unfortunately, my updated account was deleted instead.

I had requested the deletion using my newest account (because I had long forgotten the password to my old account and the email userid was obsolete, so I couldn't use the password retrieve feature). I'm certain that this led to the confusion.

But I'm sure that this happens all the time.

I'm grateful to have things back, but have a couple of suggestions for LinkedIN.

1. On your website, you should let customers know that you can restore accounts deleted in error. Until I found a blogger who reported that you had done this for him, I experienced a few agonizing days waiting for a response to my email.

2. Tell customers how long an account restore takes to do.

3. Once the account has been restored, please tell me! I only found out that things had been corrected because I decided to sign into LinkedIN to check!

At any rate, it's great to be connected once again.

Pretending to Solve a Problem I Don't Have

Yesterday I received an email from McAfee, offerring me a FREE auto-renewal of my PC Security subscription.

Their pitch was "Too bad everything couldn't be renewed automatically!"

For THEM, maybe.

They went on to say that auto-renewal eliminated the risk that I would go one day without having my PC protected.

Excuse me, but I really don't see what's in it for me. Auto-renewal is designed to help one person. YOU.

Today, when my subscription is about due, you already remind me by email. If I don't respond, you remind me again. At some point in the process, if I don't want to do business with you, the service simply lapses.

Each year I get to assess whether your service is a good one or not. Each year I get to decide whether you've earned my loyalty for another year. And for me, the renewal process is quick and easy.

Obviously you're counting on subscribers to forget about their renewal subscriptions. You're addressing a problem YOU have - non renewing customers. And what if my auto-renewal takes place and I decide I don't want the service?

Are you going to give me a pro-rated refund?

Not likely.

So stop with the transparent pitch. Stop pretending to solve a problem I don't have. It's insulting.

Perhaps you might have tried this:

Make the pitch when my renewal is DUE, not before.

"Each year as your subscritpion renewal approaches, we remind you to renew. If you prefer to have your subscription continue automatically, we are pleased to offer a NEW auto-renew plan for you.

Under the NEW plan we'll automatically process your renewal on your credit card and will send you an email acknowledgement. If you choose this option, you can even save on your annual subscription rate!

If at any time, you wish to cancel your subscription, we'll credit your card with a pro-rated (to the nearest month) refund. No questions asked.

If you wish to continue under the current renewal reminder plan, that's okay too. Either way, we appreciate your business and thank you for being a McAfee customer!"

Just a thought.