Customer Service

Not Every Customer is a Right Fit for You—and That’s Okay

December 19, 2024 By Nagesh Belludi Leave a Comment

Not Every Customer is a Right Fit for You---and That's Okay In business, every sale may feel like a win, but some sales can actually harm you more than help.

In Delivering Happiness: A Path to Profits, Passion, and Purpose (2010; my summary,) Zappos CEO Tony Hsieh illustrates the importance of parting ways with problematic customers. He recounts how, when it was a fledgling startup, Zappos identified a customer who exploited their generous return policy, ordering thousands of dollars in shoes only to return them frequently. Acknowledging the strain this put on their business and customer service team, Zappos chose to cut ties, issuing a full refund and politely refusing further business. This decision allowed them to maintain their high standards for customers who genuinely valued their service.

Not all money is good money. Certain clients can negatively impact your well-being—and your bottom line.

Filter out the wrong customers. Cut loose those who don’t fit. Over time, you’ll become adept at spotting clients you’ll regret accepting. Some customers simply aren’t worth your time and energy. Sometimes, it’s more cost-effective to refund their money and send them packing. Other times, it’s wise to discourage potential clients from buying in the first place. You might find yourself confidently saying, “Sorry, this just isn’t for you. Please don’t send any money my way.” It may seem a bit blunt, but it’s liberating. The payoff? You’ll build a fantastic group of clients who bring genuine joy to your work, significantly reducing negative stress for you, your team, and everyone involved.

Idea for Impact: Good business sometimes means letting go. Life’s too short to waste on the wrong customers. Filtering out those who aren’t a fit isn’t just smart; it’s vital for creating a fulfilling, enjoyable career. Work with those who inspire you.

A Business Model Like No Other: Book Summary of ‘Becoming Trader Joe’

August 15, 2024 By Nagesh Belludi Leave a Comment

Why Trader Joe's is Anything but Your Typical Grocery Store!

Describing the cult-like allure of “America’s favorite grocery store” can be a challenge for those who haven’t experienced it firsthand. At Trader Joe’s, you’re greeted with an eclectic mix of top-notch, health-conscious products, each boasting funky labels and offered at seemingly fair prices. The cheerful crew, sporting those iconic Hawaiian shirts, adds to the welcoming vibe, making every visit feel like a unique and enjoyable adventure in shopping.

From Niche Market to American Icon: The Entrepreneurial Spirit of Trader Joe’s

Founder Joe Coulombe’s autobiography, Becoming Trader Joe: How I Did Business My Way and Still Beat the Big Guys (2021,) provides an engaging and insightful peek into the beginnings of the iconic store. Coulombe (1930–2020) sheds light on the distinctive procurement strategies and marketing anecdotes that have cemented Trader Joe’s status as a beloved American institution.

Trader Joe's: Cheerful Culture, Unique Offerings for Discerning, Healthy, Global Consumers. While serving as a management advisor at Rexall Drugstores in the 1950s, Coulombe, a Stanford Business School graduate, delved into opportunities within the grocery industry. He identified a market niche consisting of budget-conscious, well-educated, and well-traveled middle-class consumers. This led to the launch of the first Trader Joe’s store in Pasadena, California.

Trader Joe’s quickly captured the hearts of food enthusiasts who appreciated its unique product offerings, value, and shopping experience. Positive word of mouth played a pivotal role in attracting customers and driving the company’s expansion.

By the mid-1970s, Trader Joe’s had expanded to numerous locations across California, captivating customers with its diverse and exclusive offerings. Notable products like the famous “Two-Buck Chuck” wine and the perennial favorite frozen Mandarin Orange Chicken became staples. In 1977, Trader Joe introduced new private labels, including Trader Ming’s for Asian cuisine, Trader Jose for Mexican fare, Trader Giotto for Italian dishes, and Pilgrim Joe for New England-style food. (These product brands were phased out in the last few years as part of a shift in societal consciousness concerning racial equality and cultural sensitivity.)

Trader Joe’s Triumph: Practical Genius Shaped a Grocery Empire

Coulombe’s entrepreneurial triumphs were rooted in practical ingenuity rather than lofty visionary ideals. He placed importance on factors such as deep product knowledge, continual small-scale enhancements, and a keen understanding of shifting consumer preferences. Rather than seeking personal glory, Coulombe emphasized employee respect, a touch of luck, and a sharp legal mind.

One standout aspect of Trader Joe’s success was its early recognition of the growing demand for natural and organic products, reflecting Coulombe’s astuteness in identifying evolving consumer trends. His innovative initiatives further propelled Trader Joe’s into the limelight. He introduced the “Fearless Flyer” newsletter, providing customers with captivating updates, stories, and product recommendations. Additionally, his “Food and Wine Minute” radio segments, brimming with tales from global wine regions and snippets of food trivia, served as effective tools for customer engagement and brand promotion.

Even after the Albrecht family’s acquisition in 1979, integrating Trader Joe’s into their Aldi (Nord) empire, the essence of Coulombe’s leadership endured. Remaining at the helm as CEO for another decade, he steadfastly upheld the company’s founding principles, focusing on overarching goals, nurturing customer relationships, and ensuring positive experiences for frontline staff.

A Savvy Saga of Entrepreneurial Genius & Quirky Anecdotes

Read Becoming Trader Joe (2021) for the fun fact-laden business tales of small-scale savvy and ingenious approaches to business. Leaf through the entertaining, fact-filled stories of modest cunning. This book is a witty, vibrant, and pragmatic business guidebook that rejects the romanticization of entrepreneurship.

Sony Personified Japan’s Postwar Technological Ascendancy // Summary of Akio Morita’s ‘Made in Japan’

August 12, 2024 By Nagesh Belludi Leave a Comment

Akio Morita’s autobiography, Made in Japan (1987,) offers a captivating narrative of Sony’s remarkable journey to success and sheds light on the mindset of one of the era’s most accomplished businessmen, as well as a vocal advocate for free trade.

As the co-founder and CEO of Sony Corporation alongside Masaru Ibuka, Morita symbolized Japan’s post-war resurgence and economic expansion. Under his guidance, Sony emerged as a symbol of Japan’s industrial prowess, reshaping the perception of Japanese products in the West.

Akio Morita’s Journey: From Saké Heir to Sony Trailblazer

Morita, born into privilege in Nagoya, was destined to inherit his family’s saké brewery. Yet, his interest in the family’s phonograph during high school diverted him toward electronics. Serving as a shore-based engineering officer for the Imperial Japanese Navy during WWII, Morita subsequently joined forces with Ibuka to found Tokyo Tsushin Kogyo Kabushiki Kaisha (Tokyo Telecommunications Engineering Corporation,) with an initial investment of 190,000 yen (some US$500 then.)

Sony: Pioneering Consumer Electronics Excellence, Echoing Apple's Innovation Ibuka concentrated on research and development, and Morita took charge of obtaining funding and managing sales, as well as overseeing marketing activities from an abandoned department store. Despite initial setbacks with inventions like an electronic rice cooker and the first tape recorder, Sony’s breakthrough came with the transistor, licensed from Bell Laboratories in 1953. This innovation led to the development of a portable transistor radio, which captivated consumers four years later.

A trailblazer in product development and marketing, Morita was determined to redefine the perception of Japanese goods globally. To establish Sony’s identity internationally, he rebranded the company as Sony Corporation, derived from the Latin word “sonus” meaning sound, reflecting its commitment to audio technology.

Akio Morita’s Vision: Transforming Sony into a Global Tech Powerhouse

Recognizing the negative connotations associated with “Made in Japan” among American consumers in the 1960s, Morita relocated to New York with his family to immerse himself in the language and culture of Sony’s largest market. His leadership ethos prioritized creativity, teamwork, and customer-centricity.

In the early 1990s, Sony emerged as the Apple of its time, establishing itself as a trailblazer in the world of consumer electronics. Under the visionary leadership of Akio Morita, Sony pioneered a series of groundbreaking products that not only captured the imagination of consumers but also reshaped entire industries. From the iconic Walkman that revolutionized personal audio to the introduction of the VCR, Diskman, and Trinitron color television, Sony consistently pushed the boundaries of innovation. Sony’s commitment to sleek design, cutting-edge technology, and user-friendly interfaces set it apart as a symbol of technological prowess.

Sony Walkman: Pioneering Portable Music and Cultural Revolution Morita’s strategic foresight, coupled with Sony’s dedication to quality and creativity, positioned the company as a trendsetter, influencing the global perception of Japanese goods and cementing its legacy as the trailblazer of the early technological era. Morita even went to lengths like designing special white shirts with oversized pockets for salesmen to showcase the Walkman’s portability during its American launch.

The Visionary Behind Sony’s Global Rise

Read Made in Japan for a captivating narrative of Morita’s journey, Sony’s evolution, and Japan’s rise to global prominence. Delve into Morita’s strategic decisions, leadership style, and commitment to quality and innovation, offering valuable insights into building a global brand, overcoming adversity, and transforming industries. Uncover the post-war Japanese commercial landscape, trade tensions with America, cultural dynamics, and management principles that propelled Sony’s success.

Consistency Counts: Apply Rules Fairly Every Time

July 4, 2024 By Nagesh Belludi Leave a Comment

Consistency Counts: Apply Rules Fairly Every Time It’s confusing when managers are strict one day and super chill the next.

Your employees get bummed out when it’s “by the book” one day and “anything goes” the next.

No matter how your day’s going, stick to the company rules and procedures. Keep it consistent, and it’ll be way less stressful for your team.

The same goes for customers. For example, consider how dealing with airline customer service can be a real headache, especially regarding baggage size rules. It’s like stepping into a game of roulette where different people and locations play by entirely different sets of rules. What’s acceptable at one airport becomes a baggage debacle at the next stop, turning the baggage ‘rules’ into a guessing game, even with the same airline.

Consistency in sticking to company policies is a big deal for keeping things stable and trustworthy.

When your employees and customers see you playing it fair and square all the time, they know what to expect.

Create clear documentation and implement robust training programs for employees.
Keep leadership messaging consistent and on point, foster a culture of compliance and accountability across all levels of the organization, and regularly audit policy adherence, incorporating it into performance metrics.

Idea for Impact: Stay Consistent, Stay Fair. Stay on the same page, reliably and uniformly. Staying consistent with policies is key to building solid relationships with your employees and your customers.

Pretotype It: Fail Fast, Learn Faster

May 20, 2024 By Nagesh Belludi Leave a Comment

Inundated with promising ideas but craving a quick method to distinguish the gems from the duds? Consider Pretotyping, an idea validation technique, championed by Silicon Valley entrepreneur Alberto Savoia.

Think mockups, landing pages, conjectures, or role-playing. Unlike prototyping, where you build functional or semi-functional versions of your product- or service-idea, pretotyping keeps it cheap and low-fidelity. It’s all about figuring out who your idea’s really for and getting their take on it pronto.

Idea for Impact: Try pretotyping—it’s the quickest way to learn how not-so-good your ideas really are.

HP’s “Next Bench” Innovation Mindset: Observe, Learn, Solve

April 29, 2024 By Nagesh Belludi Leave a Comment

HP's In the early days, founders William Hewlett and David Packard embedded a culture of innovation, customer focus, and respect for individuals at HP. Their philosophy, famously documented in Packard’s memoirs, The HP Way (1995; my summary,) emphasizes the founders’ unwavering dedication to their principles and values.

Following their humble ‘garage’ beginnings, HP’s team developed electronic test and measurement devices. At their workshops in Palo Alto, every worker was encouraged to observe their colleagues at the ‘next bench.’

They weren’t just being nosy; they were on a mission to check out how their experimental gadgets were performing, discuss any issues, and lend a hand where needed.

The underlying ethos was clear: if one technician’s idea resonated with a nearby colleague, it could likely resonate with customers too, potentially opening up new markets.

Initially conceived as a problem-solving exercise for new ideas, this practice heightened technicians’ awareness at HP. They became attuned to their colleagues’ challenges, which sensitized them to the potential needs of engineering customers.

Idea for Impact: Want killer feedback from your customers? Keep a close eye on them using your products. Figure out what they like and what bothers them. Identify those pain points, and you’re on your way to building a customer-focused culture that just clicks.

Thirteen Phrases Your Customers Don’t Want to Hear

August 14, 2023 By Nagesh Belludi Leave a Comment

When spoken with a particular tone, specific phrases can instantly infuriate and frustrate customers. Here are some alternatives to consider:

Avoid: “I don’t know.” Instead, try “That’s a good question. Let me check and find out.”
Avoid: “Just a second.” Instead, try “It could take me a few minutes to get that information. Could you hold while I check, or should I call you back in ten minutes?”
Avoid: “Wait.” Instead, try “I haven’t gotten to that yet.”
Avoid: “We can’t do that for you.” Instead, try “That’s a tough one. Let me see what I can do.”
Avoid: “You’ll have to…” Instead, try “Here’s how we can help you.”
Avoid: “That’s not my job.” Instead, try “I usually don’t handle that area, but I know who can help you. Let me see if he’s available.”
Avoid: “It’s your fault.” Instead, try “The way this process works is…
Avoid: “Why didn’t you do…?” Instead, try “Our process expects you to…”
Avoid: “How’s that my concern?” Instead, try, “I understand how upset you are.”
Avoid: “I know!” Instead, try “Yes, you’re right.”
Avoid: “As I explained earlier… Instead, try “Let’s review the steps again.”
Avoid: “Don’t you understand?” Instead, try, “Am I understandable thus far?”
Avoid: “Are you done?” Instead, try, “Will there be anything else?”

Master the art of words and deliver customer service messages with a confident, sympathetic tone. Create a personalized list of “Do Say” and “Don’t Say” phrases, drawing from your own experiences.

Reflect on the pain points and communication barriers that specifically frustrated you as a customer during customer service calls, as well as the instances where representatives provided positive interactions. Identify effective approaches and avoid pitfalls when engaging with customers.

From the Inside Out: How Empowering Your Employees Builds Customer Loyalty

August 7, 2023 By Nagesh Belludi Leave a Comment

At a time when apathy and distrust are so endemic in many organizations, some companies have nurtured employee loyalty to create customer loyalty flourish. The following case studies will substantiate the cultivation of a positive work environment that prioritizes employee recognition and support invariably results in exceptional customer service.

The Nordstrom Way: Enabling Employees to Have the Freedom and Vision to Become Self-Directing

Nordstrom’s founders created a culture that prioritized a “worshipful relationship” with its luxury department store customers and empowered employees to do everything they could to please them. The Nordstrom Handbook emphasizes outstanding customer service and encourages employees to set high personal and professional goals, expressing confidence in their abilities. The company’s Rule 1 reads: “Use good judgment in all situations. There will be no additional rules. Please feel free to ask your department manager, store manager, or division manager any question at any time.” Nordstrom’s success is a testament to empowering employees and supporting policies prioritizing exceptional customer service.

Flying the Fun Skies at Southwest Airlines: Giving Employees the Freedom to Deliver a Great Brand Experience

Southwest Airlines achieved great success early on due to its committed and motivated workforce. Founder Herb Kelleher recognized the importance of prioritizing employee satisfaction to create a culture of caring for one another and providing excellent customer service. Kelleher famously said, “The business of business is people—yesterday, today, and forever. If the employees aren’t satisfied, they won’t provide the product we need.”

To create a positive work environment, Southwest Airlines encouraged fun among its employees, setting it apart from other airlines that were considered dull and unappealing. Celebrating employees and their families is deeply ingrained in Southwest Airlines’ culture, and it is evident in the prominent display of pictures capturing these special moments throughout their office spaces. This people-centric culture helped the company attract and retain talented workers passionate about their jobs and provide top-notch customer service, which made flying with the airline a fun experience. Despite the potential cost savings, Kelleher remained committed to celebrating employees with parties, banquets, gifts, birthday cards, and outings, citing the value of having the fewest customer complaints in the industry.

Beyond the Call of Duty: Ladies and Gentlemen Serving Ladies and Gentlemen at Ritz-Carlton

The Ritz Carlton is renowned for its exceptional customer service, with the empowerment of employees being a critical factor in their approach. The company’s philosophy of “Ladies and Gentlemen Taking Care of Ladies and Gentlemen” highlights the importance of treating customers and employees with respect and dignity. Regardless of their rank and title, employees can spend up to $2,000 per day per guest without seeking supervisor approval to solve problems and deliver personalized and unforgettable guest experiences. This approach may seem costly, but it empowers employees to use their judgment to create memorable and personal experiences for guests. One of my friends enjoyed staying at a Ritz-Carlton hotel a few months ago, where he ordered a burger and a milkshake. Unfortunately, the hotel did not offer milkshakes, so he settled for a glass of water. However, to his amazement, the waitress surprised him with a milkshake to accompany his burger. She went the extra mile without being prompted by scouring the kitchen for milk, ice cream, and cold milk to create the shake.

Idea for Impact: Empowering Employees is a Strategic Approach That Yields Significant Benefits

Empowering employees goes beyond providing the necessary tools and training; it fosters a culture of trust, autonomy, and ownership.

How you treat your employees directly impacts how they treat your customers. When you prioritize making your staff feel appreciated and supported, they are more likely to provide exceptional customer service. A positive work environment can foster innovation and creativity within your organization while attracting and retaining top talent.

There’s Always Competition

July 6, 2023 By Nagesh Belludi Leave a Comment

There’s always competition, even if you’re introducing an industry-first solution. Let the following case studies serve as a cautionary tale.

Consider launching a new upmarket coffee shop in a bustling location. You might assume that establishing it in a neighborhood without other fine-coffee purveyors guarantees success, but competition still exists. Your intended clientele is already brewing their own top-notch coffee at home or patiently waiting to satisfy their caffeine cravings at work. By introducing your shop, you’re challenging their comfortable routine of enjoying coffee in their pajamas or at their work desks.

Don’t imagine the iPod didn’t face competition when it first launched. In fact, it faced a significant challenge from multiple fronts. Not only did it have to compete with other MP3 players, which were arguably less convenient, but it also had to outdo the storage capacity and convenience of CDs and the variety of radio stations. However, the iPod proved to be a game-changer with its ground-breaking 1.8-inch hard drive, a revolution in music-listening technology. With that iconic click wheel, you could shuffle through songs and switch from classical to heavy metal in the blink of an eye. And let’s not forget how cool it was to play with!

Back in the day, Southwest Airlines started with just three routes in Texas and no big-shot airlines to compete with. They had to convince folks that flying was better than hitting the road in their trusty jalopy. They hyped up the time-saving factor and ensured passengers knew they could still chow down on some grub at home. They also showered their passengers with free booze and had flight attendants rocking hot pants and go-go boots.

When Spirit Airlines decided to focus heavily on the Visiting Friends and Relatives (VFR) Market in Latin America, it had to compete against other high-priced airlines and face a new and challenging competitor. As technology advanced, Hispanic and Latino Americans could video-chat with their loved ones instead of splurging on expensive flights. Why bother with the hassle of international travel when you could easily catch up with your family while lounging in your jammies and munching on some Cheetos?

Remember, competition is everywhere—focus not just on direct competition but also on changing consumer preferences and hidden alternatives. You can’t just create customers out of thin air. Your product or service has to be compelling enough to make people choose you over your competition. You must offer something dramatically better, faster, cheaper, more powerful, or cooler than your established competitors.

The Loss Aversion Mental Model: A Case Study on Why People Think Spirit is a Horrible Airline

August 11, 2022 By Nagesh Belludi 1 Comment

When Spirit Airlines pivoted to competing on price in the late 2000s, it quickly gained a reputation not only for operational inefficiencies but also for its in-your-face, take-it-or-leave attitude towards customer service.

Where other airlines charged by-the-package fares for the flight experience, Spirit pared back service and introduced an a la carte pricing model. Charging for the “ancillaries”—i.e., everything optional, including water—allowed Spirit to keep ticket prices down and appeal to price-sensitive travelers willing to sacrifice the usual amenities for a lower ticket price.

In the ensuing years, the unconventionality of this business model did not go down well with customers. Much of the flying public’s frustration with Spirit had to do with Loss Aversion. That’s the notion that the emotional disappointment of a loss is more extreme than the joy of a comparable gain. If finding a cheaper fare on Spirit felt delightful, giving up some—or all—of the savings to purchase ancillaries and surrender the savings felt utterly miserable.

Passengers felt ripped off by these seemingly hidden fees, especially when the true cost of flying Spirit ended up greater than what the initial ticket price led them to believe.

Spirit became quickly convinced that there was a perception problem—its customers didn’t fully understand how its fares work. Particularly, first-time customers blindly presumed that Spirit Airlines works the same way as other airlines. In reality, there were no hidden or excessive fees, and passengers could only pay for what they need or want. In 2014, the airline introduced its “Spirit 101” campaign to educate customers and alter their perceptions. With time and the increased adaptation of the “Basic Fare” model and curtailed customer service by every other airline, passengers’ expectations have since been right-sized. Spirit Airlines has come a long way, and its customer service has improved vastly.

Further studies on loss aversion have shown that a cascade of successive fees is worse than the cumulative: i.e., three ancillary fees that add up to, say, $70, feel a lot worse than a single $70 fee. Appropriately, Spirit offers a “Bundle it Combo” package.

Customer Service

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The Nordstrom Way: Enabling Employees to Have the Freedom and Vision to Become Self-Directing

Flying the Fun Skies at Southwest Airlines: Giving Employees the Freedom to Deliver a Great Brand Experience

Beyond the Call of Duty: Ladies and Gentlemen Serving Ladies and Gentlemen at Ritz-Carlton

Idea for Impact: Empowering Employees is a Strategic Approach That Yields Significant Benefits

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