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CIO to CEO--Get Value from IT - Latest comments http://02d913b.netsolhost.com/blog1/blog1.php?disp=comments en-US http://backend.userland.com/rss 60 In response to: Culture makes the world go 'round...and 'round...and 'round! Fri, 12 Feb 2010 20:18:38 +0000 check99a [Member] c51@http://02d913b.netsolhost.com/blog1/ Shaun: Good thoughts and comments. I do agree that we sometimes ask people to do too much and that leads to poor performance in everything they do. However, in this case, I think Adam's actions are indicative of the culture of the overall organization (I've experienced similar things when interacting, or attempting to interact, with others from this same organization. Still, your point about thinking about the long-term consequences of our actions is something that more people need to consider. If Adam truly didn't want to meet with me, I would have been "happier" if he had just said initially that he didn't feel like our meeting was the best use of his time. A quick "hurt" and then I would have been over it and moved on rather than going through 3 months of back-and-forth.<br /> <br /> Thanks for the comments and hope you are enjoying the blog.<br /> <br /> -Don<br />
Thanks for the comments and hope you are enjoying the blog.

-Don
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In response to: Culture makes the world go 'round...and 'round...and 'round! Fri, 12 Feb 2010 02:32:05 +0000 shaunsull [Member] c50@http://02d913b.netsolhost.com/blog1/ After reading this posting I began thinking about the theme in a book I am currently reading by Margaret Wheatley "turning to one another: simple conversations to restore hope to the future" This theme is about authenticity in life, it note how we are not as present as we would really like to believe that we are, and this actual inauthenticity is the cause of much disruption in society, but specifically in our work places. <br /> <br /> I wonder if Adam realizes that what he does actually effects the intangibile return for a business, namely reputation.<br /> <br /> To me it seems that if he were aware of it then he would see that a simply meeting, or simple honesty in communicating that a time to meet was not conducive would go much farther than the stop and start you experienced.<br /> <br /> I wonder though if Adam's actions are not simply the telltale signature of a larger issue, one endemic to corporate America which is to be all you can be for the job, rather than simply being human. <br /> <br /> It seems to me that a paradigm shift is needed within corporate cultures. Yes a number of people have said this and have tried it, but perhaps a shift from the last shift is what is needed. <br /> <br /> My thought is what does it mean to be truly present in the moment and in that moment be otherly focused. I am not sure but I am trying to learn.<br /> <br /> I know personally that in many ways I am like Adam though I try not to be and when I catch myself falling into those old patterns I set out to do something different.<br /> <br /> If this seems a little scattered, I do apologize, as my thoughts are still in flux from the reading and self reflection I have been doing of late.<br /> <br /> Sincerely,<br /> shaun<br /> <br />
I wonder if Adam realizes that what he does actually effects the intangibile return for a business, namely reputation.

To me it seems that if he were aware of it then he would see that a simply meeting, or simple honesty in communicating that a time to meet was not conducive would go much farther than the stop and start you experienced.

I wonder though if Adam's actions are not simply the telltale signature of a larger issue, one endemic to corporate America which is to be all you can be for the job, rather than simply being human.

It seems to me that a paradigm shift is needed within corporate cultures. Yes a number of people have said this and have tried it, but perhaps a shift from the last shift is what is needed.

My thought is what does it mean to be truly present in the moment and in that moment be otherly focused. I am not sure but I am trying to learn.

I know personally that in many ways I am like Adam though I try not to be and when I catch myself falling into those old patterns I set out to do something different.

If this seems a little scattered, I do apologize, as my thoughts are still in flux from the reading and self reflection I have been doing of late.

Sincerely,
shaun

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In response to: Engaging--Early and often, including the critics Fri, 11 Dec 2009 13:01:04 +0000 Arun Manansingh [Visitor] c15@http://02d913b.netsolhost.com/blog1/ Good points. The success of any project is to engage early and often. Get everyone involved early, especially project critics. It can only help the success of your project. http://02d913b.netsolhost.com/blog1/blog1.php/2009/11/29/engaging-early-and-often-including-the-c#c15 In response to: Celebrate a little (thing)! Sat, 28 Nov 2009 20:01:35 +0000 Cheri [Visitor] c12@http://02d913b.netsolhost.com/blog1/ I agree! Little celebrations along a difficult road make big projects easier. http://02d913b.netsolhost.com/blog1/blog1.php/2009/11/17/celebrate-a-little-thing#c12 In response to: Communication (and snacks) go a long way! Fri, 06 Nov 2009 15:08:19 +0000 Arun Manansingh [Visitor] c11@http://02d913b.netsolhost.com/blog1/ Great post about the power of communication. http://02d913b.netsolhost.com/blog1/blog1.php/2009/10/30/communication-and-snacks-go-a-long-way#c11 In response to: Good Service vs. Bad Service--A Lesson for IT Wed, 28 Oct 2009 02:56:22 +0000 check99a [Member] c10@http://02d913b.netsolhost.com/blog1/ Thanks for the feedback, Virk. You are correct that both IT and business need to interact more and look for ways to assist each other. Win-Win is the best scenario, although I can think of a few times where the business winning was the "right" outcome even though IT ended up suffering a bit. http://02d913b.netsolhost.com/blog1/blog1.php/2009/10/14/good-service-vs-bad-service-a-lesson-for#c10 In response to: Good Service vs. Bad Service--A Lesson for IT Tue, 27 Oct 2009 16:02:29 +0000 virk [Visitor] c9@http://02d913b.netsolhost.com/blog1/ Good post and it reminded me of similar experience I had at another place in Canada. Every business owner knows that excellent customer service is the key to success and it baffles me how it can be pushed to the side - and some times customer service becomes only lip service. <br /> <br /> On IT, I agree with you that IT exists to service business customer. Both sides need to interact more and understand their roles. We do not want Business to design IT solutions and neither IT to define business requirements. As you mentioned in the post about saying 'No' without ticking off customer is important in IT to serve. Win-Win strategy helps both sides, IT to deliver best customer service and Business to receive it. Thanks.
On IT, I agree with you that IT exists to service business customer. Both sides need to interact more and understand their roles. We do not want Business to design IT solutions and neither IT to define business requirements. As you mentioned in the post about saying 'No' without ticking off customer is important in IT to serve. Win-Win strategy helps both sides, IT to deliver best customer service and Business to receive it. Thanks.]]>
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In response to: Good Service vs. Bad Service--A Lesson for IT Tue, 27 Oct 2009 13:32:52 +0000 ACR [Visitor] c8@http://02d913b.netsolhost.com/blog1/ >><i>...those walk-in people who don't have reservations"!! She further said that they were competing with all "these other restaurants around here" and "how can we compete if people just keep showing up without reservations."</i><br /> <br /> <b>Gasp!</b> She said <i>what</i>???<br /> <br /> Incredible, while I haven't hoisted a tray since the late 1960's during high school and college; even as a 15 year old busboy I would have known better than to make such a remark.<br /> <br /> It seems increasingly easy to stand apart from one's competitors via better-than-average service, which was clearly not present at Zinnia.<br /> <br /> Considering restaurants have little that's truly unique to sell, splendid service is an area where they can acquire a loyal following and subsequent long term prosperity.<br /> <br /> Some businesses, such as Verizon Wireless fully grasp the situation. <br /> Their competitors largely offer the same phones and similar price plans; but Verizon's customer service is so over the top that their customer retention is substantially higher; and should be as they achieve customer loyalty the old fashioned way, earning it everyday one customer at a time.<br /> <br /> Zinnia's needs to take a cue from them.<br /> <br /> >...those walk-in people who don't have reservations"!! She further said that they were competing with all "these other restaurants around here" and "how can we compete if people just keep showing up without reservations."

Gasp! She said what???

Incredible, while I haven't hoisted a tray since the late 1960's during high school and college; even as a 15 year old busboy I would have known better than to make such a remark.

It seems increasingly easy to stand apart from one's competitors via better-than-average service, which was clearly not present at Zinnia.

Considering restaurants have little that's truly unique to sell, splendid service is an area where they can acquire a loyal following and subsequent long term prosperity.

Some businesses, such as Verizon Wireless fully grasp the situation.
Their competitors largely offer the same phones and similar price plans; but Verizon's customer service is so over the top that their customer retention is substantially higher; and should be as they achieve customer loyalty the old fashioned way, earning it everyday one customer at a time.

Zinnia's needs to take a cue from them.

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