customers

You never know what’s around the corner

/ beaumontmichael

In almost a decade in radio I had the pleasure of interviewing hundreds of interesting people. Sometimes it was challenging finding the newsworthy angle to the interview but it was never difficult to find the interesting bit. From time to time I got myself into hot water for pursuing the interesting bit at the cost of news but that was always fine with me. In fact it was that part that made it evident to me that I didn’t have what it took to be a journo.

In the decade that followed I interviewed dozens of interesting people, in my spare time, recording the talks, never really knowing why, maybe it would be a book, maybe it would be a podcast, but the stories were always amazing. In hindsight maybe it was partly me trying to discover where I fit into this mad,mad world. Whether my fears and struggles were legitimate when laid side by side with those of my peers and my superiors.

I interviewed survivors of World Wars, of family splits, of wrenching divorces and people who have spent their lives comfortably living lies while others spent their lives defending themselves because they told the truth. I have interviewed twins that were very similar and twins that looked identical and couldn’t possibly be more different. I have interviewed couples that almost got divorced mid interview and people who have cried in shame as they divulged a long-held secret.

As luck would have it, I now do this for a living. I have turned this wonderful craft into a business. The Life Log Project records stories for people who want or need to share them with others. I have recorded parents setting the record straight for their children, siblings explaining things, ageing patriarchs trying to explain the past and matriarchs recounting family tales and history.

The Life Log Project is the conduit through which generations are able to communicate and engage. The recordings are given to the family and them alone. They can share them with whom they wish. None of us really knows what’s around the corner, and though we would probably all like to think we will live to old age, it doesn’t always work out that way.

Many families also struggle with the gift for an older family member. Being told “your story is valuable to us, we would like to record it for our history” is pretty special, and a great gift for the entire family.

Footnote: You can find out more at the website http://www.thelifelogproject.com.au

Ah the critics.

/ beaumontmichael

I shied away from writing for about thirty years following my formal education. Every time I put pen to paper, or fingertips to the keyboard, every bad memory of my horrible schooling came rushing back to me.

As part of my new job (a decade ago), I was required to write a regular monthly article for the trade magazine, which I approached with great trepidation initially. Having come from radio and before that my life as an auctioneer, I had no problem talking, but writing, wow, that was a whole new adventure. I realise now that this is a classic chicken and egg thing, because i didn’t want to write I had to hone my speaking skills, so no shock that I finished up in gigs that didn’t require writing right?

Having served my writing apprenticeship after three or four years I found the constraints of writing a monthly trade article (effectively toeing the company line) just too restricting and I found myself looking for other opportunities to express myself.(I know, get me!)

I then began writing a newsletter, sent electronically as a subscription service to the very same people who were readers of the magazine. It started from just my email list of about 60 people, soon I had 1200 subscribers. So far so good. I was able to be cheekier than the monthly corporate article and have a little fun along the way. Then I got an email out of the blue, from someone who was not a subscriber, giving me advice that I had not requested, none of which was complimentary.

It went something like this “who do you think you are? what arrogance, opinionated, childish dribble etc” My immediate reaction was one of shame and disappointment. My gut reaction was exactly that, physical and forceful, it felt like I had got all of this wrong, and let people down by publishing my thoughts and ideas. I went straight back to that time in school when the teacher was handing out yesterday’s test results.

Then, as my gut reaction calmed, I had another look at it. He wasn’t a subscriber, no-one was forcing him to read the newsletter. In fact he had to go out of his way to read it. Why then would someone go to that extra effort, and then be critical of the author? And even more than that, why would you bother to get personal and send it to the author? Are people really that mean and keen to hurt?

After some consideration, I concluded that, yes indeed some people are that mean. In this world in which we live there are mean, cruel people hell-bent on destruction. People without a moments care for the ramifications of their appalling behaviour. They feel it is their divine right to be critical and no fear for the collateral damage. The real issue then is, for me, should I listen to them?

Should I have sleepless nights worrying that I am not doing the right thing by writing? Do I really write childish drivel? Should I just hit the delete button on his email? Should I write back to him giving him both barrels or perhaps apologising for wasting his oh-so-valuable time? Should I give it another thought? Well that last question is an easy one, of course I was going to think about it some more.

I have in the past been guilty of catastrophising and then relying heavily on my bride to supply perspective in matters of these kinds or whenever I feel that I may have lost objectivity. So, back to the well I went and asked for her honest opinion. She told me that my writing had improved out of sight and was now fun to read. As a fully paid up member of the “Harsh but fair” party, she wouldn’t lie to me about stuff like that. So I decided to take on board the input that my writing style was not for everyone, but was sufficiently popular to keep going.

I tell this tale because most people who know me, may be surprised that the foul words of someone I have never met would upset me or indeed have any effect on me at all. But they did. So I would ask you to be considerate when complaining. Which means have a little think about it before you do it. That’s all.

Footnote: Michael is the Curator of The Life Log Project. A commercial operation based in Sydney Australia that helps people tell their story, captured on digital media for the benefit of future generations. For more information on the service check out http://www.thelifelogproject.com.au

The retail warehouse quality help inverse ratio

/ beaumontmichael

I have recently been shopping for dog stuff. With a new puppy in the house after a long break, we need all the usual stuff. Baskets, beds, chew toys, leads, collars and a smattering of impulse purchases that I will no doubt regret. Fortunately for me, close to where I live is a range of pet warehouse retail opportunities.

I have visited them all more than once. I have noticed however, that the amount of help available anywhere other than at the counter seems to be in short supply and when it is available the willingness of the person to help is in inverse proportion to their knowledge base. So if they know nothing, they are very willing and if they know lots, then you can’t find them.

It seems that the way to get the information you need is to stand in a queue at the front counter, preferably in front of someone struggling to hold all the 20 kilo bags of dry food they are buying for their menagerie, and then stop and have a lengthy chat with the person serving.

While all of this is probably acceptable somewhere, it is not working for me. I feel way too guilty holding up the line, so I wont line up and then chat, and when I walk around the warehouse I can’t find anyone that knows anything. Consequently I have purchased a range of things based on the advice of someone who clearly (as it turns out) knows less than I do.

The only thing left to do is to come up with a name for the retail ratio. Perhaps the Warehouse help ratio fits best, hardly very inventive though, what do you think?

Pump up that puppy

/ beaumontmichael

One of my favourite short business sayings comes not from an American business leader or a President or wartime Prime Minister but from a waitress in Denny’s in Hawaii. My bride and I were on holidays there and we had ordered something from the menu out of curiosity and when we tasted it we curled up our noses at the blandness of it. The waitress leaned on the counter next to us and in her wonderfully rich American accent, said ” you’ve got to pump up that puppy” meaning add taste, and pushed a rack of condiments across the counter to us.
That lovely expression has resonated with me for years. How many businesses do you walk into that need to “pump up that puppy”? Recently I was in country NSW at one of the regional hubs and had breakfast at a cafe chosen purely because it was the first one open. It called itself something green and fair and rootsy, perhaps even organic but upon entering, it looked more like an ex ice cream shop. Bad lighting, bad furniture, bad decorating. It had bags of garlic hanging under the front counter that looked more like chewing gum stuck under a desk than it did an homage to rootsy back to earthiness. The quote came instantly to mind. You’ve got to pump up that puppy!
The coffee was great, or at least one of them was, you see, in spite of me being the only person in the place, two different people made my two coffees. Who is the best coffee maker? They should be making the coffee! Pump up that puppy by having clear roles and playing to your strengths.
The paleo pancakes read much like the French toast on the menu so I asked barista No1. which was better. He said he preferred the pancakes so I went with that. Once I had eaten them, that was the perfect time to engage with me by asking if I had enjoyed them. Pump up that puppy by engaging with your clients. Pump up that puppy by seeking feedback.
I understand that there is an inherent risk in asking for feedback, it can be scary. But here is your only customer and he has asked for your personal advice, followed your recommendation and you fail to follow-up? That is just a wasted opportunity.
The breakfast btw was sensational. The plate looked like something from the nineties which was disappointing all swirls and wisps, but I could not fault the texture or taste. Here was a business that really needed to pump up the puppy.

I wanted to give them feedback but I went to Facebook and couldn’t find them. Surely a new business is going to have a Facebook presence aren’t they? They should! Pump up that puppy by connecting with the local eaters and coffee drinkers, letting everyone know how early they open and what great food they serve.
I wonder if they will be there when I next return? Almost certainly not if they fail to pump up that puppy!