Businesses have little control over what people say about them… individuals say what they want, when they want to – fair or unfair. An email can be broadcast to millions almost instantly. Now an upset customer is not limited to only the few people they have physical contact with - they can tell thousands.

It is not just email, but blogging and social networking create instant media. Social networking is now the biggest media on the planet. Not only that people actively go to this media.. they have to log on and participate.. unlike TV or radio which is passive. (An interesting aside that Murdoch purchased MySpace to get into this media. However recent figures out of the US show that MySpace only grew 3% last year whilst its rival Facebook grew 153%. Does this say that people want this media not to be controlled by the traditional media companies.)

Let me put this in context for you, according to comScore – Facebook had 132 million unique visitors in June. That's is what the opening of the Olympics game got.

Most of the conversations happening about an organization will never be discovered by the organizations concerned.

The only thing brands can do is to make sure they focus on the customer experience – and if customers are having a good time – maybe they will also let everyone in their social network know.

I was in Brisbane recently for a speaking engagement and my host told me as we drove past a restaurant, that she had been there with friends and had a bad experience. “That happens” she said – “but being in marketing we thought we would write an email afterward to let the proporietors know. Then they would have a chance to improve their service.”  The email was many paragraphs long and quite balanced – I have read it. The response from the restaurant – was simply one line (and I have a copy of it)

From: casaflamenco_restaurant@hotmail.com
To:
Subject: RE:
Date: Sun, 10 Feb 2008 19:50:38 -0500

Dear Lorraine,

your are an idiot we dont need your feedback.

 

Lorraine – as you can imagine was amazed. She forwarded the message to the other guests that night… they in turn forwarded it on… and so it went. It was picked up by the local media – Lorraine was interviewed on TV.

When we drove passed the restaurant in July it had “for lease” sign. They were out of business.

Customers have power – they have a voice they have a media… it is our job to listen and respond – and to focus on the customer experience. Make it easy for people to contact you, And remember anything that you put in writing could be placed out of context in some ‘personal’ media some where.

And make it easy for people to contact you. This is how we do it:  http://www.redballoondays.com.au/howitworks/contact.cfm  Have your phone number and email contact loud and proud on your home page… make it easy for people to contact you.  Then you have a chance of them contacting you before using their personal media.

I have had quite a number of people forwarding me copies of their painted picture documents as they develop the vision for their businesses. It is a very personal document as an entrepreneur to put your thoughts down on paper; to allow your self to be vulnerable and dream without fear of failure. It is delightful for me to see into other peoples worlds.

As I read one today I thought I wonder how this founder feels about the document they have produced? Does it inspire them... ? Would they re-read it regularly to stay on track? If so, it more than does the job.'

I have spent much time on our purpose and values. What I learned from others is that must both must be so short – then it can become part of you. Almost cult like. My purpose is simply 'to change gifting in Australia forever' short sweet and everyone gets it.

Values are based on who you are. I suggest writing a whole bunch of stories about who in your business personifies the brand... Then the values will fall simply out of those stories.

Everyone at RedBalloon knows our values by-heart. 'Do what you say your going to do – be generous with your knowledge – be a team of leaders, have fun and be a little dog with a big dog attitude'. Very easy to remember and we post stories on a notice board regularly about who and how these values are being lived.

I wanted a living document that everyone 'gets' that is not only has but really embraces. Hence the vivid nature of my painted picture.

(enclosed copy of my painted picture for FY10 again)

I have often heard of people working in agencies, who work phenomenal hours. They are not alone – but when I was sent this note to comment on…. I thought does it always have to be like that.

“Recently, I looked at a photograph of myself from 12 months ago. Since working relentlessly long hours in an ad agency, I’ve gained weight, grown a paunch and developed some unseemly wrinkles on my once smooth visage. I’m home from the office at 10pm most nights, so waking up at 5am to exercise does not appeal. I need to do something fast about my health, but I don’t see my workload improving. How can I change things? Should I ask my boss for a lighter workload?”

It made me wonder “what drives this person, is it the endemic culture, the wish to excel, or is it too few people doing to bigger job? Or maybe that clients are so demanding?” Yet we have been talking years about the fact that clever companies are looking after their people and see a result in their market value. .  Happy people = Happy profits.

I can imagine that that this person is not alone and that perhaps the entire team experiences the same. I question whether going boss for a lighter workload might well come across as ‘you can’t take the pace’. Yet we need down time to be creative.

A third of people choose an employer based on managements commitment to work life balance. There is such a melding between the workweek and the weekend that it is essential for employers to offer more to their employees during the week. If colleagues are feeling the same it’s time to talk to management – not about workload but about balance. What about a yoga classes 3 times a week at work, at the very least do some team walking – Have a walking lunch club and raise money for somebody in need. Challenge your co-workers with pedometers of who can walk the most in a month.... (I often walk with my direct reports for our one on one meetings rather than sit in a meeting room talking. Though the rain has not been conducive to this)

The missing element in this person’s story is fun.... When there is laughter, joy and results no one minds working long hours for a short period. But enough is enough. And if you cannot change your workplace, then change your workplace. My personal mantra is “if it’s meant to be it’s up to me.”

There is a very real reason why I call myself the chief experience officer (CEO). It is not because RedBalloon sells experiences. I call myself that because it from my belief that how people experience an organization is an opportunity to either make or break a brand promise. We have always liked to stand out at RedBalloon – which is why we have had so many versions of the website and also why we have chosen our work place so carefully. I recently received this overview from one of our visitors to RedBalloon House…. People arrive right into our organizationand they know – ‘that we are up to something.’

"I was pretty impressed. I walked into this converted church on Harris St with a red door and a red carpet and the first thing that I noticed was the open plan office and the group of people – no walls hiding people – IT here, help desk there – CEO sitting amongst it all. We walked up stair to the second floor – similar layout. I was struck by this element of vibrancy and youth…… We sat down in the kitchen – not a meeting room and I was told about the business; started by a woman six years ago now with 40 staff and a turnover of $20m now – that’s pretty impressive – and the dog running around – I thought that was pretty cool. It was a totally different model to where I used to work – and I like that.”
Roland Persson.

I visit many clients, in many locations with varying office styles. The point is those who really allow you into their world are the ones that you warm too the most, because quite simply you get to know them. After all, people love to see how other people ‘live’ or work. Allowing people to experience your organization can really help build amazing customer relationships. (And thanks to Roland for letting us know what he thought).

As some of you may know RedBalloon is a big supporter of childrens charities. Business Chicks is a fantastic network of women which raises more than $100,000 each year for Kids Help line. (I have been a regular speaker for them around the country.) I see that Business Chicks is launching a magazine - Latte. Business Chicks has kindly offered me 250 subscriptions to use in anyway I want.

I thought it might be of interest to people who read my blog.... I have seen a mock up of the first issue and it looks to be a good read.

To receive your free copy, log onto http://espressomedia.com.au/latte/ to register
 
 

For anyone who is a regular reader, you will know that I see my job as RedBalloon CEO as delivering on our vision and values whilst keeping everyone aligned to the plan.

My buddy David Cunninham shared this gem with me this morning - and given that I have just written a few posts on the fact that I am currently working on the painted picture document it is really quite fitting.

"As a leader our role is to be democratic in the planning stage but once it is time to implement our role changes to being autocratic".

I've heard many leaders reiterate this.... all they want from their people is to deliver on the plan. The planning is the time to for people to contribute their ideas. And if people contributed to the plan, designed it, and signed off on it.... then it is our job as a leader to hold them to it.

I sit here just before we break for Christmas and I feel absolutely humbled by the amazing people that I work with….I might give them a vision – but they are truly passionate about what we do. So far this season more than 30,000 people will get a Christmas Gift from RedBalloon Days. That is a lot of pleasure we’ve been giving – but it doesn’t happen with out the love, dedication and persistence of the whole team.

We have been listening to the stories of what people get up to – the difference that we make to other people. Emily (she does have several elves to help) who has been sending our vouchers with love for more than a year has shared some of the great things that people write on their vouchers….

This is why we do what we do…. It is wonderful to see first hand the love that people share.

• I wanted to give you something special for Christmas baby, as you are the most wonderful gift I could ever have. I am so grateful that you are in my life and I truly love you with all my heart. I thank God each day for blessing my life with you Lachlan. Enjoy and have lots of fun gorgeous! 

• I love you so much and thank you for giving me the honour of spending the rest of my life with you. I also want to thank you for making me the happiest man alive

• Words can not explain what you mean to me so I thought a star would help. Merry Christmas. Looking forward to spending many more with you. Lots of Love

• Love can be wild and love can be rocky, So as you drive 'round in your fourby, I'd like to show my love for you, With something new for you to do, Through splashing creeks, up sandy hills, There are many ways to get your thrills, Enjoy yourself, have fun - yipee! Then come home to MORE fun with me!

• Merry Christmas babe!! I was thinking for a while what would be the ideal present for you on our first Christmas together and I also wanted us to remember it. This seemed to be the best thing because we both can experience it together!

• Happy Christmas. I hope all your wildest dreams come true during the next year. Thank you for all your love and support. I means the world to me. Thank you for choosing to be part of my life. I value it immensely.  Love Your Son,

• Love you with all my heart, you make me feel like i am flying! 500 Billion Love forever xxoo

It is such a wonderful way to finish the year... and start the new one. Thanks to the wonderful RedBallooners
 

There is an absolute melding between what is work life and what is leisure. The challenge for employers is to make the work week as interesting as the weekend, because with blackberries, mobile phones and email – leisure time is becoming more like work.

Many employees are now expected to be ‘on call & available’ people who receive emails at 10.00pm at night are expected to have them answered before 7.00am the next day.

I met a man this week who works for a large organisation and he said if he has his ‘crackberry’ with him on weekends he just can’t help himself – he has to check in on what is going on. So he now has a different mobile phone – just for the weekend.

Down time is just as important as work time – having no time to be creative, or think things through means that new ideas, and innovation are much harder to come by.

I was speaking with a friend of mine last night who told me of a person who was simply the most successful in his field – and he only worked 4 hours a day. The rest of the time he spent ‘playing’, reading and learning about completely different subjects. But when he focussed he really focussed.

I am just back from holidays – and I have come back with a million ideas. (no laptop for 10 days straight). It is so very important to have creative time. This is where great ideas come from.

All work and no play makes Jill a dull girl – isn’t that how the saying goes.

I've been writing posts over the past few days  about the things that I learned in traveling to the Entrepreneurs Organization global conference in Vegas. I many more to write.

But it struck me, where do you get information and insights locally. I personally learn most when I listen to people. Suzy Dafnis and the Australian Businesswomen's network has an event coming up - and the run down of speakers looks pretty great.

It is on 10 November - and the speakers include James Stevens from Roses Only, Scott Farquar from Atlassian and Karaline Loiterton - The Wedding List Company who are all good friends, great speakers and members of the Entrepreneurs Organization.

It may well be worth a look if you are running or thinking about running your own show.

Date: Saturday 10 November
Time: 9am - 5pm
Venue: Australian Technology Park, Sydney

Learn more at www.abn.org.au/expo2007

I know I work hard, and that what my family has now has been earned, built and created by my husband and I based on years of hard work. But I was recently left considering how far would I go. What would I do for my children?

The movies that often resonate with most are those based on true stories. North Country is one that stands out, Omagh another and Capote.

But in terms of entrepreneurial journeys Will Smith (and his real son Jaden) in Pursuit of Happyness, is vivid, based on the true story of Chris Gardner. I was left wondering how far would I really go to achieve what I set out to do.

Tim Pethick (of Nudie Juice fame) describes being an entrepreneur like being a clown punching bag... no matter what hits us we keep popping up. I asked him once – what happens if I just don't get up one time. He responded 'Well you wouldn't be an entrepreneur then....that's what it is to be an entrepreneur we just keep going.'

People often ask me about 'success' they want me to define 'the one thing...' The answer 'hard work' just is not that interesting for most people. There are no short cuts.