Whenever something takes longer than the predetermined time I have alloted for it, I can feel my satisfaction and enjoyment waning. On the other hand some things in life need to be extended: mountain bike riding, a very nice meal with my wife, a good fight scene in the movie and a much needed Sunday afternoon nap. But, finding a critical piece of information or receiving a needed service are not among those items.
Unashamedly, I like to fly Southwest Airlines. Online check-in is quick and easy (although I do have a suggestion about how to make it quicker) and boarding is a breeze. Today I found myself riding ‘twinkie’ on a very full flight to Atlanta via Delta. I don’t love Delta. The online check-in was very SLOW, requiring me to visit 3 more screens than S.W. and also much less user friendly. The ‘boarding’ process had 7 zones, people still mysteriously crowd up to get on and amazingly they found a way for it to take longer getting on. The beverages cost money PLUS they are slow in coming, the airplane & internal tv’s are OLD and even though I could pick my seat, I still have to ride in the middle cause that is all that was left.
I expound on all of this because when it comes to websites, service companies, responses to needs in the world, finding vital or common information, telephone & email interactions… ALL OF THEM should be quick and easy. WHY? Because people just like me and you have already experienced that they can be, so now we won’t find it reasonable or enjoyable to experience anything contrary to that.
Do the hard times really bring out the best in businesses and non-profits?
I believe so.
One recent commentary on our current economy strongly suggested that during lean economic times it is natural for people to trend towards ‘BEST’ even when on a whole we are spending less. Think about it, even the BEST companies are cutting their prices right now. It isn’t the BEST companies that are going under, but mostly the sub-par and also the marginal ones. The BEST out there are competing like never before and are positioning themselves to survive & SUCCEED during these times. Some of the BEST products are now in reach of purchase where they weren’t before. Heady organizations are putting their dollars into their BEST core products or contributions.
Below is a link with a short interview from Seth Godin as it relates to positioning your company or organization.
Here are some additional thoughts:
- what can we do to REFINE our organization?
- how do we UNIQUELY set ourselves apart from our competition?
- in which areas are we STRONGER than everyone else?
- do we care more about being known or more about being on target and succeeding?
- which of our people make the most irreplaceable contributions?
Godin Interview : http://mashable.com/2009/02/04/seth-godin-advice-for-startups/