A very interesting article at http://www.pcworld.com/article/169261/what_the_microsoftyahoobing_deal_means_for_you.html
I love the comment, Google is like Mother's love - it is there forever
On a serious note, "I'm just not sure that Microsoft still has any of that kind of turn-on-a-dime mentality anymore." is the real point. Only time will tell.
Did anyone that was around in the early 90's think we would be talking about Microsoft this way????
Wednesday, July 29, 2009
Friday, July 17, 2009
Press release
http://soaringpr.com/blog/case-study-based-training-to-help-leaders-and-managers-develop-their-teams-in-the-work-place/
Thursday, July 16, 2009
Business Losers
It surprises me how organizations don’t understand that the small things can make a difference and are not always very expensive. This week I was booked into a hotel for one night in Lancashire England. I phoned up the hotel to check which was the closest railway station and how I could get to the hotel.
The phone rang and the infamous voice recording asking me to press 1 for reception, 2 for restaurant bookings and 3 for central bookings. I pressed one and listened to it ring and ring. Eventually someone picked up the phone and put it down again. I rang again and pressed 1. This time it just rang endlessly. I put the phone down and looked on Google. Exactly the same time I spent on the hotel trying to phone them, it took me to find another hotel and be on the phone to them. Another minute later I had a booking at the new hotel.
Not only did the hotel lose a customer but I spoke at a conference and told a group of businesses leaders about my experience with the hotel.
Why is it that a simple thing like answering the phone is such a major issue? Why is it that restaurants decide to close their kitchens at 8pm. Why do retail shops have staff that don’t want to talk to customers or only want to work in their areas? Why do telephone companies not want to make it easier to do business with them?
All of the above have been personal experiences in the last month. Every one would have brought in more revenue to their business for doing something that costs them nothing but generated more profit. What went wrong? Not being prepared to listen. Putting procedure above all else. Being inward facing.
Most of all not being ‘solution’ focused.
Conversely, on Sunday we went to buy a new car and eventually decided on a particular one. It was the last one they had until September. We told the sales rep we would check the finances and if there was a problem get back to him in an hour. All was well and so the next morning we phoned to ask what he wanted from us next?
Another sales man had sold the car!! I was annoyed. We went up and I said that I was annoyed. The sales man immediately apologized and then said, “There are no issues, there are only solutions. We need to sort out yours for you” and he went on to work with us to find a solution that ended up being better for us and for him.
He listened and instead of hiding behind processes and rules, he looked for solutions.
This months losers:
Stirk House Hotel and Restaurant – Lancashire
O2 – UK
Debenhams – Meadow Hall Sheffield
The phone rang and the infamous voice recording asking me to press 1 for reception, 2 for restaurant bookings and 3 for central bookings. I pressed one and listened to it ring and ring. Eventually someone picked up the phone and put it down again. I rang again and pressed 1. This time it just rang endlessly. I put the phone down and looked on Google. Exactly the same time I spent on the hotel trying to phone them, it took me to find another hotel and be on the phone to them. Another minute later I had a booking at the new hotel.
Not only did the hotel lose a customer but I spoke at a conference and told a group of businesses leaders about my experience with the hotel.
Why is it that a simple thing like answering the phone is such a major issue? Why is it that restaurants decide to close their kitchens at 8pm. Why do retail shops have staff that don’t want to talk to customers or only want to work in their areas? Why do telephone companies not want to make it easier to do business with them?
All of the above have been personal experiences in the last month. Every one would have brought in more revenue to their business for doing something that costs them nothing but generated more profit. What went wrong? Not being prepared to listen. Putting procedure above all else. Being inward facing.
Most of all not being ‘solution’ focused.
Conversely, on Sunday we went to buy a new car and eventually decided on a particular one. It was the last one they had until September. We told the sales rep we would check the finances and if there was a problem get back to him in an hour. All was well and so the next morning we phoned to ask what he wanted from us next?
Another sales man had sold the car!! I was annoyed. We went up and I said that I was annoyed. The sales man immediately apologized and then said, “There are no issues, there are only solutions. We need to sort out yours for you” and he went on to work with us to find a solution that ended up being better for us and for him.
He listened and instead of hiding behind processes and rules, he looked for solutions.
This months losers:
Stirk House Hotel and Restaurant – Lancashire
O2 – UK
Debenhams – Meadow Hall Sheffield
Tuesday, July 07, 2009
Best Buy's new CEO
Newsweek did a great interview with Best Buy's new CEO Brian Dunn. It is worth reading at http://www.newsweek.com/id/165379
My thoughts are Dunn is making all the right noises. However, my experience is nowhere near his comments. Having had a bad customer experience in a Best Buy four years ago, I vowed never to go back. I relented a couple of months ago and went in to buy the new FlipHD camera. The young lady that served me was so unhelpful that I was dumbfounded. I asked if they had one for sale and she said, "I think we sold out". I had to ask her to please look for me. She went to the cupboards under the display and rummaged around each one. Finally she said, "No, we are sold out". I asked her to open the first one again and pointed to a box at the front and said "isn't that the FlipHD?". She picked it up and then said "Oh, well this must be the last one".
I had to tell her how to find it on the system to get the price. Had I not been desperate and in a hurry, I would have walked out.
So Brian's comments, "[Not] all retailers are customer centric, and I think on our best days we are. People get it confused with customer service … For me, customer centricity is taking you as a human being—your wants, needs, desires—and creating solutions." left me wondering if I just had Best Buy on a bad day. Twice!!! I don't think so.
He goes on to say, "There is intrinsic value in every single human being that works for you. One of the sayings I use is that 'Together, we're a group of ordinary people who, when we really come together, can accomplish extraordinary things.'" I think that this is wonderful statement and a brilliant philosophy. I wonder if his managers really understand the wisdom of those words?
Newsweek asked: "When store managers are failing, what's the most common problem, and how do you decide if they can be rehabilitated?"
Brian's reply: "My primary focus is whether they're learning: Are they repeating mistakes? Are the mistakes a result of an error in judgment? Are the mistakes the result of not being interested in creating an environment where people can make a difference? You can teach your way through errors in judgment, but having a lack of interest in creating an environment where people matter is very, very difficult to overcome."
I really want to believe that. I really hope Brian Dunn has the drive to push that philosophy through his company. Best Buy has such great potential but could be soooo much better and it has the ability to be a role model to the retail industry if it figures out the basics. Brian Dunn strikes me as someone that really does want to create this type of organization. I wonder if he can really get his philosophy down to the lowest level of the business? I hope so.
At least his words have me thinking I won't wait another four years to go back. Maybe I will go again later this year!
My thoughts are Dunn is making all the right noises. However, my experience is nowhere near his comments. Having had a bad customer experience in a Best Buy four years ago, I vowed never to go back. I relented a couple of months ago and went in to buy the new FlipHD camera. The young lady that served me was so unhelpful that I was dumbfounded. I asked if they had one for sale and she said, "I think we sold out". I had to ask her to please look for me. She went to the cupboards under the display and rummaged around each one. Finally she said, "No, we are sold out". I asked her to open the first one again and pointed to a box at the front and said "isn't that the FlipHD?". She picked it up and then said "Oh, well this must be the last one".
I had to tell her how to find it on the system to get the price. Had I not been desperate and in a hurry, I would have walked out.
So Brian's comments, "[Not] all retailers are customer centric, and I think on our best days we are. People get it confused with customer service … For me, customer centricity is taking you as a human being—your wants, needs, desires—and creating solutions." left me wondering if I just had Best Buy on a bad day. Twice!!! I don't think so.
He goes on to say, "There is intrinsic value in every single human being that works for you. One of the sayings I use is that 'Together, we're a group of ordinary people who, when we really come together, can accomplish extraordinary things.'" I think that this is wonderful statement and a brilliant philosophy. I wonder if his managers really understand the wisdom of those words?
Newsweek asked: "When store managers are failing, what's the most common problem, and how do you decide if they can be rehabilitated?"
Brian's reply: "My primary focus is whether they're learning: Are they repeating mistakes? Are the mistakes a result of an error in judgment? Are the mistakes the result of not being interested in creating an environment where people can make a difference? You can teach your way through errors in judgment, but having a lack of interest in creating an environment where people matter is very, very difficult to overcome."
I really want to believe that. I really hope Brian Dunn has the drive to push that philosophy through his company. Best Buy has such great potential but could be soooo much better and it has the ability to be a role model to the retail industry if it figures out the basics. Brian Dunn strikes me as someone that really does want to create this type of organization. I wonder if he can really get his philosophy down to the lowest level of the business? I hope so.
At least his words have me thinking I won't wait another four years to go back. Maybe I will go again later this year!
Wednesday, June 24, 2009
A great visit to Malaysia
Had a great visit to Malaysia last month. The first evening was a Keynote at the Hilton Hotel. You can read about it here:
http://www.taylors.edu.my/news/news_landing.php?id=5&news=70
http://www.taylors.edu.my/news/news_landing.php?id=5&news=70
Thursday, June 11, 2009
Is there any reason we can't get along?
Watch this video clip and ask yourself, why can't we get along?
http://www.youtube.com/watch?v=cjyb0t5Jm44
http://www.youtube.com/watch?v=cjyb0t5Jm44
Wednesday, June 03, 2009
Business Leaders identify the three keys to survival this far through these economic times
Over the first five months of this year we have been asking business leader what are the key principles to remaining in business. Interestingly, the replies were consistent under three headings. The business leaders interviewed said that these were fundamental to ensure that the whole business stayed focused on the right things.
As one CEO expressed it, “At any time a CEO has hundreds of issues that need dealing with. It is important that you know the three to five that are your priority and do not allow yourself to be side tracked from those.”
Communicate, communicate, communicate
At a time when there is a lot going on and people are unsure about what is happening and how it may affect them, it is vital to communicate. The leader needs to be visible because people want to see their leader as well as hear the message. People get a level of comfort from seeing the leader and pick up on the subliminal messages. For example, if the leader seems relaxed, it relaxes them. If the leader seems confident, people feed off that confidence.
Communication needs to be two-way because people more questioning. Listening is important because it creates the dialogue, which in turn engages people. An important part of the communication is the content which must include the strategy or plan of action. Knowing the direction that is being taken makes people feel that there is some leadership taking control of the situation and there is something worth committing to.
Quotes include:
“Be visible and communicate frequently”
“Ensure two-way communication”
“Clearly communicate strategies and actions to employees to ensure higher morale”
“Continue to inspire the entire organisation to succeed”
Redefine Value
At a time of economic downturn, the customer has a good reason to assess what they spend and where they spend it. Customers actively seek alternatives and so the focus needs to be on providing the best value possible. Anything that creates a connection with the customer and shows that they are getting value for money, is vital.
A company needs to believe in itself and what it offers. Any sign of low confidence will impact the value on offer. The enthusiasm and belief in what the company is providing has a direct link to the value being offered. This is a significant shift in terminology from giving “customer service” to “creating value”.
Quotes include:
“Refusing to cut corners on customer service during tough times”
“Create value and make a difference”
“Every employee starting with me as the CEO, must step up and be an advocate of the value we offer”
“Collaborate, be nibble and innovate”
Objectivity and Discipline
Every single person interviewed took a fresh and objective look at their business and what they were doing. They spoke about getting back to core business and being dispassionate about what fitted in the business and what didn’t. Where should time, energy and money be focused? They spoke of stripping out pet projects that were distracting and using up resources better spent else where.
Obviously cost were important, but interestingly, although cash was seen as important, they saw the importance of still spending but spending wisely. “Discipline” was a word used on a number of occasions.
Quotes include:
“Offer high value solutions while keeping a steady and disciplined handle on expenses”
“Conduct a dispassionate review of the business”
“Take strong defensive positions, preserve lots of cash and continue investing lots of cash in R&D for the core business”
“Look at our job with fresh eyes”
What about the future?
A notable difference between this and previous recessions is the focus on spending money through the recession on R & D. Many saw the recession as an opportunity to retrain staff and refurbish the business. Money spent in these areas was seen as fundamental to the business being able to perform when the recession is over.
Although some providers of training and development programs have seen a down turn in their business, many have seen a surge as well. The difference seems to be in the ability of these providers to deliver results and not programs.
A recession or economic crisis has an evolutionary effect on business. Businesses emerge differently with new demands and expectations. We do not know for sure what it will be like when it is all over, but we do see certain signs emerging. The key word will be ‘value’ and the key action will be “measure”.
As one CEO expressed it, “At any time a CEO has hundreds of issues that need dealing with. It is important that you know the three to five that are your priority and do not allow yourself to be side tracked from those.”
Communicate, communicate, communicate
At a time when there is a lot going on and people are unsure about what is happening and how it may affect them, it is vital to communicate. The leader needs to be visible because people want to see their leader as well as hear the message. People get a level of comfort from seeing the leader and pick up on the subliminal messages. For example, if the leader seems relaxed, it relaxes them. If the leader seems confident, people feed off that confidence.
Communication needs to be two-way because people more questioning. Listening is important because it creates the dialogue, which in turn engages people. An important part of the communication is the content which must include the strategy or plan of action. Knowing the direction that is being taken makes people feel that there is some leadership taking control of the situation and there is something worth committing to.
Quotes include:
“Be visible and communicate frequently”
“Ensure two-way communication”
“Clearly communicate strategies and actions to employees to ensure higher morale”
“Continue to inspire the entire organisation to succeed”
Redefine Value
At a time of economic downturn, the customer has a good reason to assess what they spend and where they spend it. Customers actively seek alternatives and so the focus needs to be on providing the best value possible. Anything that creates a connection with the customer and shows that they are getting value for money, is vital.
A company needs to believe in itself and what it offers. Any sign of low confidence will impact the value on offer. The enthusiasm and belief in what the company is providing has a direct link to the value being offered. This is a significant shift in terminology from giving “customer service” to “creating value”.
Quotes include:
“Refusing to cut corners on customer service during tough times”
“Create value and make a difference”
“Every employee starting with me as the CEO, must step up and be an advocate of the value we offer”
“Collaborate, be nibble and innovate”
Objectivity and Discipline
Every single person interviewed took a fresh and objective look at their business and what they were doing. They spoke about getting back to core business and being dispassionate about what fitted in the business and what didn’t. Where should time, energy and money be focused? They spoke of stripping out pet projects that were distracting and using up resources better spent else where.
Obviously cost were important, but interestingly, although cash was seen as important, they saw the importance of still spending but spending wisely. “Discipline” was a word used on a number of occasions.
Quotes include:
“Offer high value solutions while keeping a steady and disciplined handle on expenses”
“Conduct a dispassionate review of the business”
“Take strong defensive positions, preserve lots of cash and continue investing lots of cash in R&D for the core business”
“Look at our job with fresh eyes”
What about the future?
A notable difference between this and previous recessions is the focus on spending money through the recession on R & D. Many saw the recession as an opportunity to retrain staff and refurbish the business. Money spent in these areas was seen as fundamental to the business being able to perform when the recession is over.
Although some providers of training and development programs have seen a down turn in their business, many have seen a surge as well. The difference seems to be in the ability of these providers to deliver results and not programs.
A recession or economic crisis has an evolutionary effect on business. Businesses emerge differently with new demands and expectations. We do not know for sure what it will be like when it is all over, but we do see certain signs emerging. The key word will be ‘value’ and the key action will be “measure”.
Monday, June 01, 2009
Your Life Through LinkedIn
Great article from a really good guy and excellent at networking. Hope you enjoy it
Your Life through LinkedIn - by Will Kintish
We start out in life knowing no-one. Shortly most of us get to know members of our family, then we go to primary and high school then for some it’s off to college and university. Along the way we join clubs, teams and associations. We may attend our chosen place of worship which for some could be the pub or the gym! Then we go to work, sometimes in parallel with our education until we end up in our chosen careers.
When I started work all those decades ago the career you chose was meant to be for life, but this doesn’t seem to be the norm nowadays. In a recent keynote speech Reid Hoffman co-founder of Linkedin said,
“Part of the thesis that LinkedIn was founded on is that every individual is now becoming
a small business. What do I mean by that? A typical job lasts two to four years,
so that there is a sequence of jobs.”
So you move from your first job to the next and so on until we finally retire.
The common thread
So where is the common thread with your journey through life? Of course it’s people. People we meet along the way some we stay in touch with but most simply pass through a period of our lives then disappear. Some of them we don’t like and probably don’t want to reconnect with, some we like and some we like and trust and wish we’d stayed in touch.
Your little black book
As the years move on our personal diaries with friends’ names in, our college address book, and our databases get lost thrown away, details deleted. “I wonder what happened to ‘Haggie’ Harris from school or Gemma who I shared a room with at university” we may contemplate in a quieter moment.
Linkedin can reconnect so many of these past associations and rekindle previous relationships, but unlike Facebook, in a professional and business scenario. Don’t get me wrong there is nothing wrong with Facebook but I see it applies primarily to the social rather than the business scene. On Facebook we all have friends, on Linkedin we are all professional connections.
Networking and using LinkedIn
We have been networking throughout life’s journey – it is simply the process of building relationships. Having that ‘light bulb moment’ late 2008 I realised I could now collect together all those people I have met through my life to date; well the ones who have signed up for Linkedin, anyway! And as I write 40m + connections are now in the system; not all my personal connections, I might add!
The two networks to focus on are the ones we have built over our lifetime and their networks. How many times do we ask or consider asking our existing clients to recommend us to others having done a great job for them? However happy they are, as soon as we leave their presence they get on with what they’re doing and forget us. But when we’re able to look into their little black book and see some of their contacts we can focus on people who we’d like an introduction to. When people in your network like and trust you they generally will be more than happy to introduce you to their contacts.
What to do with your online network
We go to business events for a myriad of reasons- the key ones being
• To meet new people
• To reinforce existing relationships
• To raise our profile
• To gain new knowledge and information
• To find new employees or find a new position
This is exactly what LinkedIn is there for too.
Investment of your time
When I mention LinkedIn and other similar online social media tools I often get the response, “Oh I haven’t got time for all that; I’m far too busy.” The attraction of Linkedin is when you understand it and use it effectively it really is a pro-active, time saving, profile raising, business development tool. When people say they haven’t got the time I reply ‘You mean you haven’t got the time to go to business events or do any networking?’
When you use Linkedin to best effect it really is the best use of your time. No travel time or hassle, no carbon emissions just pure premium time carrying out proactive business development. Like every aspect of our lives the mantra ‘What you put into it you get out’ equally applies to using Linkedin
The key principles of networking
1. ‘What’s in it for you?’
People who are good at building relationships, i.e. networking tend to have a generous spirit and a giving nature. They share their knowledge and their connections and are likely to be open and receptive to requests for assistance. When you transfer those characteristics to Linkedin you will find it can become your best networking partner. Linkedin has a numerous settings for you to decide what you want others to see and know about you. People who set their setting to ensure I can’t see their network of connections aren’t, by and large people I want to deal with. All my settings are ‘open’ and I know it raises my profile within the global community of LinkedIn.
I am conscious there are people who abhor Facebook, Twitter and other online networking tools. And that’s fine but all I can say is don’t waste your time with LinkedIn- it’s not for you.
To emphasise these principles ensure every time you ask your contact for an introduction, keep reminding them to check your network to see if there is anyone in it they’d like an introduction to.
2. Patience and persistence
When you start to build relationships it takes time; it’s the same when you start using LinkedIn. Unless you’re very lucky it’s going to be some time before you get value from it but stick with it and I feel sure you will get a good return on your investment.
The powerful cocktail
Whilst LinkedIn is no substitute for ‘live’ networking, combining the two creates a very powerful proactive business development mix.
My call to action
Join LinkedIn if you want to
• act and not react in this new business climate
• become highly visible
• approach warm leads and avoid cold calling
• gain more business opportunities at virtually no cost
• become a comfortable, proactive, online business developer
• ensure satisfied clients will introduce you to their contacts in an organised and carefully targeted manner.
• encourage colleagues to create more cross selling opportunities.
• be involved in more modern, up-to-date business development techniques.
The author of this article is Will Kintish, leading UK authority on effective and confident networking both offline and online.
If you’d like Will to speak at your conference or training workshops, call him on +44 161 773 3727.
Visit www.kintish.co.uk and www.linkedintraining.co.uk for further free and valuable information on all aspects of networking.
Your Life through LinkedIn - by Will Kintish
We start out in life knowing no-one. Shortly most of us get to know members of our family, then we go to primary and high school then for some it’s off to college and university. Along the way we join clubs, teams and associations. We may attend our chosen place of worship which for some could be the pub or the gym! Then we go to work, sometimes in parallel with our education until we end up in our chosen careers.
When I started work all those decades ago the career you chose was meant to be for life, but this doesn’t seem to be the norm nowadays. In a recent keynote speech Reid Hoffman co-founder of Linkedin said,
“Part of the thesis that LinkedIn was founded on is that every individual is now becoming
a small business. What do I mean by that? A typical job lasts two to four years,
so that there is a sequence of jobs.”
So you move from your first job to the next and so on until we finally retire.
The common thread
So where is the common thread with your journey through life? Of course it’s people. People we meet along the way some we stay in touch with but most simply pass through a period of our lives then disappear. Some of them we don’t like and probably don’t want to reconnect with, some we like and some we like and trust and wish we’d stayed in touch.
Your little black book
As the years move on our personal diaries with friends’ names in, our college address book, and our databases get lost thrown away, details deleted. “I wonder what happened to ‘Haggie’ Harris from school or Gemma who I shared a room with at university” we may contemplate in a quieter moment.
Linkedin can reconnect so many of these past associations and rekindle previous relationships, but unlike Facebook, in a professional and business scenario. Don’t get me wrong there is nothing wrong with Facebook but I see it applies primarily to the social rather than the business scene. On Facebook we all have friends, on Linkedin we are all professional connections.
Networking and using LinkedIn
We have been networking throughout life’s journey – it is simply the process of building relationships. Having that ‘light bulb moment’ late 2008 I realised I could now collect together all those people I have met through my life to date; well the ones who have signed up for Linkedin, anyway! And as I write 40m + connections are now in the system; not all my personal connections, I might add!
The two networks to focus on are the ones we have built over our lifetime and their networks. How many times do we ask or consider asking our existing clients to recommend us to others having done a great job for them? However happy they are, as soon as we leave their presence they get on with what they’re doing and forget us. But when we’re able to look into their little black book and see some of their contacts we can focus on people who we’d like an introduction to. When people in your network like and trust you they generally will be more than happy to introduce you to their contacts.
What to do with your online network
We go to business events for a myriad of reasons- the key ones being
• To meet new people
• To reinforce existing relationships
• To raise our profile
• To gain new knowledge and information
• To find new employees or find a new position
This is exactly what LinkedIn is there for too.
Investment of your time
When I mention LinkedIn and other similar online social media tools I often get the response, “Oh I haven’t got time for all that; I’m far too busy.” The attraction of Linkedin is when you understand it and use it effectively it really is a pro-active, time saving, profile raising, business development tool. When people say they haven’t got the time I reply ‘You mean you haven’t got the time to go to business events or do any networking?’
When you use Linkedin to best effect it really is the best use of your time. No travel time or hassle, no carbon emissions just pure premium time carrying out proactive business development. Like every aspect of our lives the mantra ‘What you put into it you get out’ equally applies to using Linkedin
The key principles of networking
1. ‘What’s in it for you?’
People who are good at building relationships, i.e. networking tend to have a generous spirit and a giving nature. They share their knowledge and their connections and are likely to be open and receptive to requests for assistance. When you transfer those characteristics to Linkedin you will find it can become your best networking partner. Linkedin has a numerous settings for you to decide what you want others to see and know about you. People who set their setting to ensure I can’t see their network of connections aren’t, by and large people I want to deal with. All my settings are ‘open’ and I know it raises my profile within the global community of LinkedIn.
I am conscious there are people who abhor Facebook, Twitter and other online networking tools. And that’s fine but all I can say is don’t waste your time with LinkedIn- it’s not for you.
To emphasise these principles ensure every time you ask your contact for an introduction, keep reminding them to check your network to see if there is anyone in it they’d like an introduction to.
2. Patience and persistence
When you start to build relationships it takes time; it’s the same when you start using LinkedIn. Unless you’re very lucky it’s going to be some time before you get value from it but stick with it and I feel sure you will get a good return on your investment.
The powerful cocktail
Whilst LinkedIn is no substitute for ‘live’ networking, combining the two creates a very powerful proactive business development mix.
My call to action
Join LinkedIn if you want to
• act and not react in this new business climate
• become highly visible
• approach warm leads and avoid cold calling
• gain more business opportunities at virtually no cost
• become a comfortable, proactive, online business developer
• ensure satisfied clients will introduce you to their contacts in an organised and carefully targeted manner.
• encourage colleagues to create more cross selling opportunities.
• be involved in more modern, up-to-date business development techniques.
The author of this article is Will Kintish, leading UK authority on effective and confident networking both offline and online.
If you’d like Will to speak at your conference or training workshops, call him on +44 161 773 3727.
Visit www.kintish.co.uk and www.linkedintraining.co.uk for further free and valuable information on all aspects of networking.
Interesting response from Business Leaders
A recent survey was carried out. The question asked: What business leaders thought was the result of the Economic Meltdown was having on their business?
The reply showed over 60% thought it was an 'Opportunity to Stand out'.
The reply showed over 60% thought it was an 'Opportunity to Stand out'.
How long can Zuma last?
Interesting article
President on a leash - How long can Zuma last?
by Ken Owen
As President Jacob Zuma settles into office, one question - rarely articulated but ominous - casts a long shadow over his prospects: how long will he last? One year? Three? Or a full term of five years?
The answer lies in the hands of the ANC bosses who marshalled 2 300 obedient cadres to behead Thabo Mbeki at Polokwane and put Zuma on the throne of the presidency. What they did once before, they can do again. And the fact that nearly two-thirds of the voters ratified their choice of Zuma makes no material difference. His term will end when the party hierarchy decides.
The events at Polokwane disclosed to us that under SA's flawed constitution, power lies not with the electorate, nor in parliament, nor even in the presidency. It lies in the labyrinthine recesses of Luthuli House where the ANC leaders plot and connive, and decide who will be "deployed" to what job, and for how long.
The process is hidden from public view, reducing the entire constitutional paraphernalia of elections, parliamentary debates and traditions, and checks and balances to marginal relevance. The public clash of ideas between government and opposition in an open forum where (if I may resort to one of the noblest phrases of parliamentary democracy) "strangers may be present" is little more than public theatre.
Parliamentarians pontificate, the opposition denounces and cajoles, the media solemnly records public statements and gathers comments, all the while hiding the brutal fact that the real debates take place in secret at Luthuli House. To discover what happens there requires not simply press freedom but something like Kremlinology, a reading of political tea leaves.
What we do know from the Mbeki example is that the presidency, supposedly the mighty executive branch of government, is but the lackey of faceless men and women in the only important centre of power at party headquarters. In the end, the party will decide from day to day, or month to month, whether President Zuma will survive, and for how long.
For full article go to http://www.leader.co.za/article.aspx?s=1&f=1&a=1326
President on a leash - How long can Zuma last?
by Ken Owen
As President Jacob Zuma settles into office, one question - rarely articulated but ominous - casts a long shadow over his prospects: how long will he last? One year? Three? Or a full term of five years?
The answer lies in the hands of the ANC bosses who marshalled 2 300 obedient cadres to behead Thabo Mbeki at Polokwane and put Zuma on the throne of the presidency. What they did once before, they can do again. And the fact that nearly two-thirds of the voters ratified their choice of Zuma makes no material difference. His term will end when the party hierarchy decides.
The events at Polokwane disclosed to us that under SA's flawed constitution, power lies not with the electorate, nor in parliament, nor even in the presidency. It lies in the labyrinthine recesses of Luthuli House where the ANC leaders plot and connive, and decide who will be "deployed" to what job, and for how long.
The process is hidden from public view, reducing the entire constitutional paraphernalia of elections, parliamentary debates and traditions, and checks and balances to marginal relevance. The public clash of ideas between government and opposition in an open forum where (if I may resort to one of the noblest phrases of parliamentary democracy) "strangers may be present" is little more than public theatre.
Parliamentarians pontificate, the opposition denounces and cajoles, the media solemnly records public statements and gathers comments, all the while hiding the brutal fact that the real debates take place in secret at Luthuli House. To discover what happens there requires not simply press freedom but something like Kremlinology, a reading of political tea leaves.
What we do know from the Mbeki example is that the presidency, supposedly the mighty executive branch of government, is but the lackey of faceless men and women in the only important centre of power at party headquarters. In the end, the party will decide from day to day, or month to month, whether President Zuma will survive, and for how long.
For full article go to http://www.leader.co.za/article.aspx?s=1&f=1&a=1326
Thursday, May 21, 2009
Hotels and the Gold Coast
This week I stayed at the Marriott Hotel at Surfers Paradise in Australia. The conference was great and the staff in the conference side were really good. But the rest of the hotel was an example of a hotel that has been overwhelmed by the economic climate. Their focus is on money and that shows in the way they staff perform and the services they provide.
I was very disappointed indeed. Marriott is normally a brand you can trust but this hotel did not live up to the Marriott brand at all. Being a positive person and trying not to complain, I asked to speak to the manager to explain my experience. I did this after I had paid my bill so they knew I was not seeking a reduction on my bill. While polite to me, it was obvious that I was wasting my time. She did not take any notes at all, she defended some of the issues due to the hotel being busy with a conference and she tried to pass off some of the issues on the weather!
Amazing response from everyone at the Marriott Surfers Paradise. It is obvious that they simply are not in tune with the way business is going and what it will be like after this economic climate. I walked away very sad because there is so many things they could do that would make a world of difference. I suppose this is what happens when you are the largest hotel with indoor conference facilities in the area.
I came across a couple that were looking at holding their wedding there and suggested that they do a mystery shopper on the place before deciding.
Today I was delighted to see that some hotels are really trying to embrace technology and find ways to se it effectively. Have a look at http://www.linkedin.com/news?actionBar=&sik=1242945540921&aIdx=0&articleID=37174495
I was very disappointed indeed. Marriott is normally a brand you can trust but this hotel did not live up to the Marriott brand at all. Being a positive person and trying not to complain, I asked to speak to the manager to explain my experience. I did this after I had paid my bill so they knew I was not seeking a reduction on my bill. While polite to me, it was obvious that I was wasting my time. She did not take any notes at all, she defended some of the issues due to the hotel being busy with a conference and she tried to pass off some of the issues on the weather!
Amazing response from everyone at the Marriott Surfers Paradise. It is obvious that they simply are not in tune with the way business is going and what it will be like after this economic climate. I walked away very sad because there is so many things they could do that would make a world of difference. I suppose this is what happens when you are the largest hotel with indoor conference facilities in the area.
I came across a couple that were looking at holding their wedding there and suggested that they do a mystery shopper on the place before deciding.
Today I was delighted to see that some hotels are really trying to embrace technology and find ways to se it effectively. Have a look at http://www.linkedin.com/news?actionBar=&sik=1242945540921&aIdx=0&articleID=37174495
Tuesday, April 28, 2009
Obama and Leadership in the first 100 days
As the first 100 days passes, it would be useful to look at the Leadership style of President Obama so far.
Well he has been busy! It could be said that he arrived at a busy time with the economic issues, the Iraq and Afghanistan issues and a few other global and local problems on his desk. However, we have seen a man that has not shied away from the issues and in reality seems to have not only taken them head on, but also taken on ones that could have been put to one side for a while.
The size of the agenda he has launched into, is quite breathtaking. He has recognized that an immediate and sharp turn was needed away from the Bush approach to the world. President Obama needed to stamp his position and approach on a world that was largely seeking to make America irrelevant. He carefully sent out a clear signal that there was significant differences between the America of pre 2008 and the America of 2009 and beyond.
As with his campaign, he has recognized that the approaches of the past that have not achieved results, need rethinking. With Cuba, Iran and even Venezuela he has shown he is ready to relook at the situation. Not in a one-way approach to everything that dominated the Bush/Cheny era but with a proactive dialogue that engages and doesn’t distant other nations. He has shown more than once in both his campaign and in the first 100 days that he is open to new thinking and new approaches. This is probably one of the most significant leadership approaches that marks his style.
"Starting today, we must pick ourselves up, dust ourselves off, and begin again the work of remaking America" he told the crowd gathered for his inauguration, on January 20, 2009.
It has been acknowledged that USA has not always got it right in the past. He has done this in a way that does not attempt to excuse it but also does not dwell on it either. His recognition that other cultures see the world differently, has been a breath of fresh air across the globe. Generally Americans do not understand the difference in cultures and so are unable to see themselves through the eyes of other people. President Obama is not condoning other cultures and certainly not promoting American culture as the right one. He is acknowledging that there are some differences and, most importantly, that the real issue is about how to co-exist rather than confront.
There is a wonderful expression, “you catch more flies with honey than with vinegar”. Obama has certainly embraced this approach while at the same time not coming over as weak or unable to take a stand when needed. This is probably the second more significant leadership approach worth noting. People know where they stand with him but he has also got the ability to view the world through their eyes. People respect that.
Interestingly, his approach to the economy has received mixed reaction. Obviously the opposition party has said it is totally wrong, but even amongst his supporters there is doubts about it. One aspect that has been interesting was how early in the Presidency Tim Guitner was being slammed and now a few short weeks later, he is seen as probably quite astute. Certainly Obama has stuck by his man. His popularity has only dropped 3 points since the beginning of the 100 days but the public’s views of the handling of the economy is a lot lower.
It would appear that the reason people are prepared to give him the benefit of the doubt on the economy. Maybe it is simply that there is no viable alternative course of action is being held up. The Republican opposition has got good at pointing out what they think is wrong but not really holding up any viable alternative approach. Basically, the public see the problem as, do we hit the economy from the left or from the right. That is not a big question compared to do we use a 2 pound hammer or a 10 pound hammer? Do we hit it hard or tap it? Do we hit it at all? Those sort of differences may force people to group behind either the Democrats or the Republicans.
What is notable in terms of his leadership style through the economic crisis has been his willingness to make a decision and go with it without allowing himself to be distracted. He has not tried to find the perfect solution (probably because he recognizes that there simply isn’t one) and rather set a direction and then modify as he goes. A great lesson in knowing when the planning is over and action must begin, but action does not have to be rigid. I think it is called, Ready, Aim, Fire and Steer.
Is it working? Only Americans would be expecting results already. It is that same short term mentality of seeking immediate results that got us into the financial crisis we have. Only time will tell how much will be achieved but certainly the ground has been well prepared in the first 100 days.
America has certainly been granted a reprieve by the world. More countries are wanting to work with America to tackle issues, than they were in the last eight years or so. The approach to the economy is either right or wrong, time will tell but at least the approach is very similar across the globe.
The criticism that he is not being bipartisan is amusing to the rest of the world who are looking in from the outside. He can only be bipartisan if both sides want to find common ground. Bipartisan is not simply agreeing with the opposition. The GOP are jumping up and down saying that he is reaching out too far to people like Chavez of Venezuela, when they are seen as keeping their hands by their sides in Congress and the Senate. The truth is, they cannot be bipartisan because they are too frightened that they will loose their own seats. I imagine that behind the rhetoric and away from the cameras, there is a lot more bipartisanism going on.
Obama’s greatest challenge will be America itself. America thinks it has defined itself when in reality it has not for the modern world. It blames other parts of the world for the religious influence on their society and speaks strongly about democracy. But within America it strongly holds its religious positions despite the democratic will of the people. It holds up it Constitution when it suits and ignores it when it suits. It holds up the rule of law when it suits and then sets it aside when it suits.
There are fundamental flaws that undermine the long term strength of America and these need to be addressed. Americans are quick to pick up on minor issues like a hand shake and ignore more important issues like the desire to bury the past. America is quick to shout about human rights on the other side of the globe while justifying actions on the grounds of security. On these simple points, there are other parts of the world that are gaining ground still on America. China may not have a good record on human rights, but it is not pretending to be either. Cuba may not be democratic but it doesn’t pretend to be and what is the difference between them and Saudi Arabia? Venezuela may be vocal in opposition to America but it is a democracy and America still buys its oil while being vocal about everyone else.
Can President Obama tackle these long terms and internal issues? Only time will tell.
Leadership style so far has included:
Being prepared to consider an alternative approach and be more inclusive
Drawing a line on what has happened and now seeking solutions
Acknowledging past mistakes without dwelling them
Showing what he stands for and winning respect first
Being decisive and taking action
Surrounding himself with clever people
Understanding that there may be a different point of view
Friday, April 24, 2009
World Malaria Day
Tomorrow the 25th April is World Malaria Day. As someone who had Malaria, managed to survive and will always live with the side effects, I feel attached to this cause.
Please support the effort to eradicate malaria by going to
http://www.malarianomore.org/ and donate $10.
Thank you to everyone and best wishes
Paul
Tuesday, April 21, 2009
In Memory of Mark Twain
In Memory of Mark Twain who died today in 1910
A banker is a fellow who lends you his umbrella when the sun is shining, but wants it back the minute it begins to rain.
A man cannot be comfortable without his own approval.
Always acknowledge a fault. This will throw those in authority off their guard and give you an opportunity to commit more.
Always do right. This will gratify some people and astonish the rest.
An Englishman is a person who does things because they have been done before. An American is a person who does things because they haven't been done before.
Be careful about reading health books. You may die of a misprint.
By trying we can easily learn to endure adversity -- another man's I mean.
Clothes make the man. Naked people have little or no influence on society.
Courage is resistance to fear, mastery of fear - not absence of fear.
Do something every day that you don't want to do; this is the golden rule for acquiring the habit of doing your duty without pain.
Don't go around saying the world owes you a living. The world owes you nothing. It was here first.
Don't part with your illusions. When they are gone you may still exist, but you have ceased to live.
Education: that which reveals to the wise, and conceals from the stupid, the vast limits of their knowledge.
Facts are stubborn things, but statistics are more pliable.
Fiction is obliged to stick to possibilities. Truth isn't.
For more Mark Twain Quotes go to http://www.quotationspage.com/quotes/Mark_Twain/
A banker is a fellow who lends you his umbrella when the sun is shining, but wants it back the minute it begins to rain.
A man cannot be comfortable without his own approval.
Always acknowledge a fault. This will throw those in authority off their guard and give you an opportunity to commit more.
Always do right. This will gratify some people and astonish the rest.
An Englishman is a person who does things because they have been done before. An American is a person who does things because they haven't been done before.
Be careful about reading health books. You may die of a misprint.
By trying we can easily learn to endure adversity -- another man's I mean.
Clothes make the man. Naked people have little or no influence on society.
Courage is resistance to fear, mastery of fear - not absence of fear.
Do something every day that you don't want to do; this is the golden rule for acquiring the habit of doing your duty without pain.
Don't go around saying the world owes you a living. The world owes you nothing. It was here first.
Don't part with your illusions. When they are gone you may still exist, but you have ceased to live.
Education: that which reveals to the wise, and conceals from the stupid, the vast limits of their knowledge.
Facts are stubborn things, but statistics are more pliable.
Fiction is obliged to stick to possibilities. Truth isn't.
For more Mark Twain Quotes go to http://www.quotationspage.com/quotes/Mark_Twain/
Saturday, April 18, 2009
Learn from mistakes
After the Thatcher era and her predecessor John Major, the Conservatives fell from grace and became lost in the wilderness for 10 years. Admittedly the arrival of Tony Blair and the way he shaped the Labour Party, became inspiring and that did not help the Conservatives. But the main reason the Conservatives struggled to find traction with the public was that nobody knew what they stood for. In addition, all they were seen as doing was knocking the opposition.
It is easy to knock the opposition. It is easy to destroy but it takes real a skill to build. I find it extremely painful to watch the Republican Party knock everything that is being done by Obama. Every time I listen to the news in North America, I hear a GOP Member knocking what Obama is doing. And many times it is so weak and unsubstantial that it is embarrassing.
I suppose this is what happens when the Party lacks a Leader, but the Party is starting to be seen as a Party that knows how to oppose, how to pick fault or scaremonger at every opportunity. If there is nothing of substance to be said, then it is better to say nothing than to reduce credibility.
Learn from the mistakes of the Conservatives in United Kingdom and take the time to regroup and decide what you stand for and what the modern world expects of Government and the United States of America. Stop talking as a Party of values when the Party has undermined many of the Christian and moral values of the world. Focus on finding a credible leader and learn how to build quickly before all you can do is destroy or knock down. Credibility will be as important as Strategy. At the moment the GOP has neither.
Good Government requires a credible opposition. If you don't believe me, look again at how much Labour got away with in UK for the years that the Conservatives were lost in the wilderness. Now UK is broken and weak. A massive loss that will take years to recover from.
It is easy to knock the opposition. It is easy to destroy but it takes real a skill to build. I find it extremely painful to watch the Republican Party knock everything that is being done by Obama. Every time I listen to the news in North America, I hear a GOP Member knocking what Obama is doing. And many times it is so weak and unsubstantial that it is embarrassing.
I suppose this is what happens when the Party lacks a Leader, but the Party is starting to be seen as a Party that knows how to oppose, how to pick fault or scaremonger at every opportunity. If there is nothing of substance to be said, then it is better to say nothing than to reduce credibility.
Learn from the mistakes of the Conservatives in United Kingdom and take the time to regroup and decide what you stand for and what the modern world expects of Government and the United States of America. Stop talking as a Party of values when the Party has undermined many of the Christian and moral values of the world. Focus on finding a credible leader and learn how to build quickly before all you can do is destroy or knock down. Credibility will be as important as Strategy. At the moment the GOP has neither.
Good Government requires a credible opposition. If you don't believe me, look again at how much Labour got away with in UK for the years that the Conservatives were lost in the wilderness. Now UK is broken and weak. A massive loss that will take years to recover from.
Friday, April 03, 2009
The two faces of Ryanair
I went to Dublin to speak this week. The trip was planned with Ryanair who is not an airline I have traveled with before. I am always wary of these airlines that do it on the cheap because they typically have a "cheap" mentality.
I was very surprised to arrive at East Midlands airport and get a friendly and helpful ground staff. The sign clearly said, 'one hand luggage' and I had two items but they were both small and together did not add up to the size of one bag. They also had sensitive electronic equipment in them and so I was expecting to be challenged, but they looked at the size and obviously realized that they were small and it did not matter. I was impressed.
On board I was delighted with the wonderful and friendly cabin crew who, despite being busy, were prepared to chat and we had some good dialogue all the way to Dublin. I left the plane really pleased.
Yesterday I returned to Dublin airport for my 2pm flight. What a difference!!!! Ground crew that told me off for the two bags (the same bags) and seem to want to dare me to be difficult with them. Anyway, I got past that and on board. Wow, what a difference. Senior cabin crew member Chloe was obviously having a bad day. Even the other crew members were wary of her. I spoke nicely to her and got a curt reply. I tried again later and got an even shorter reply.
She spent most of the flight scribbling some notes. It was clear that there was something she wasn't happy about and she was writing her notes up. Flippant comments like "if she thinks she can throw her weight around, she has another think coming"...... Then she was telling the others what to do while she filled out her reports and paperwork. As passengers we were smiling at each other and even at other crew members and raising our eyebrows. I looked at her and thought what a difference one person makes. In her faded uniform, torn under the arms and hem half down with a massive attitude and chip on her shoulder, she broke the experience I had with Ryanair.
I was glad to get to the airport and leave. I felt sorry for her colleagues who were obviously uncomfortable with her behavior. I would have paid more for a smile and a better attitude.
I was very surprised to arrive at East Midlands airport and get a friendly and helpful ground staff. The sign clearly said, 'one hand luggage' and I had two items but they were both small and together did not add up to the size of one bag. They also had sensitive electronic equipment in them and so I was expecting to be challenged, but they looked at the size and obviously realized that they were small and it did not matter. I was impressed.
On board I was delighted with the wonderful and friendly cabin crew who, despite being busy, were prepared to chat and we had some good dialogue all the way to Dublin. I left the plane really pleased.
Yesterday I returned to Dublin airport for my 2pm flight. What a difference!!!! Ground crew that told me off for the two bags (the same bags) and seem to want to dare me to be difficult with them. Anyway, I got past that and on board. Wow, what a difference. Senior cabin crew member Chloe was obviously having a bad day. Even the other crew members were wary of her. I spoke nicely to her and got a curt reply. I tried again later and got an even shorter reply.
She spent most of the flight scribbling some notes. It was clear that there was something she wasn't happy about and she was writing her notes up. Flippant comments like "if she thinks she can throw her weight around, she has another think coming"...... Then she was telling the others what to do while she filled out her reports and paperwork. As passengers we were smiling at each other and even at other crew members and raising our eyebrows. I looked at her and thought what a difference one person makes. In her faded uniform, torn under the arms and hem half down with a massive attitude and chip on her shoulder, she broke the experience I had with Ryanair.
I was glad to get to the airport and leave. I felt sorry for her colleagues who were obviously uncomfortable with her behavior. I would have paid more for a smile and a better attitude.
Tuesday, March 31, 2009
A great perspective....
This is simply great and well worth watching:
http://www.youtube.com/watch?v=LoGYx35ypus&feature=email
http://www.youtube.com/watch?v=LoGYx35ypus&feature=email
Saturday, March 28, 2009
Every once and a while you come across something outstanding and what really hits you about it is that it is so simple.
I was flying to Abu Dhabi with Etihad Airlines from Heathrow airport. I had apprehension because I had never flown with Etihad before. When I arrived at the check-in desk I was immediately welcomed by Faika who introduced me to Andrew behind the desk. My check-in was the best I have ever experienced. Faika talked to me while Andrew checked me in and got me the seat I wanted.
I went off to the lounge and when it came time to go to the gate, I got up and packed away my computer. Suddenly Faika was beside me and she told me not to rush as there was plenty of time. She told me to sit and relax and she will come and get me when it was time to go to the gate. She was so helpful and made sure I was looked after up until I was ready to board.
The flight was very good, the plane was excellent, clean, tidy and people were very efficient.
I can honestly say that this was the best experience I have ever had on an airline at any time. And it was not rocket science. It was simply a matter of making me feel connected to them in a positive way. I felt they cared.
My experience at the Intercontinental Hotel at Abu Dhabi immediately brought me back to earth with a bump. I was shocked at how they got the simple things so wrong and ruined my experience of the hotel.
It is not the expensive things that make a difference, it is the little things that make a massive difference in our business relationships.
Thanks Etihad and a special thanks to Faika. Sorry Intercontinental, but you have a nice hotel but not the experience that makes me want to come back.
I was flying to Abu Dhabi with Etihad Airlines from Heathrow airport. I had apprehension because I had never flown with Etihad before. When I arrived at the check-in desk I was immediately welcomed by Faika who introduced me to Andrew behind the desk. My check-in was the best I have ever experienced. Faika talked to me while Andrew checked me in and got me the seat I wanted.
I went off to the lounge and when it came time to go to the gate, I got up and packed away my computer. Suddenly Faika was beside me and she told me not to rush as there was plenty of time. She told me to sit and relax and she will come and get me when it was time to go to the gate. She was so helpful and made sure I was looked after up until I was ready to board.
The flight was very good, the plane was excellent, clean, tidy and people were very efficient.
I can honestly say that this was the best experience I have ever had on an airline at any time. And it was not rocket science. It was simply a matter of making me feel connected to them in a positive way. I felt they cared.
My experience at the Intercontinental Hotel at Abu Dhabi immediately brought me back to earth with a bump. I was shocked at how they got the simple things so wrong and ruined my experience of the hotel.
It is not the expensive things that make a difference, it is the little things that make a massive difference in our business relationships.
Thanks Etihad and a special thanks to Faika. Sorry Intercontinental, but you have a nice hotel but not the experience that makes me want to come back.
Monday, March 09, 2009
Friday, March 06, 2009
LACIE, Apple and CD-writer.com
The difference between two companies
We have a number of external hard drives and we have always bought from Apple stores. The LACIE brand was supposed to be good but as always is the case, you really know how good something is when it goes wrong.
Thursday:
The 1T LACIE external Hard Drive ceased working. This is a major problem for us as I am leaving the country for Australia on Sunday and we had work to prepare for the trip.
Can you contact LACIE? ONLY through email!!!!!. You have to email their support desk and then wait. And wait. And wait. And wait. It is now 24hours later and still no reply.
Now let me tell you about CD-writer.com ( http://www.cd-writer.com/ ) and our dealings with them yesterday.
One of the ways around our problem is to buy a DVD writer and copy the material we have taken off the LACIE Hard Drive. We phone (notice the access to a human being) and ask if we can order a DVD writer from them. The lady says it will have to be assembled and that it would be ready tomorrow (Friday) and then shipped to arrive Monday.
We explain our situation and we really need it urgently as I am leaving on Sunday. We ask if they will deliver on Saturday? She explains that there will be an extra charge for a Saturday delivery and we say we will pay it if necessary.
The lady from CD-writer.com then says she is going to see what she can do for us. She will endeavour to have a machine assembled and shipped so we get it on Friday.
Friday morning at 9am Interlink deliver a parcel in immaculate condition with a DVD writer inside from CD_writer.com. Wow. No hassle, no problems and guess how pleased we are?
By the way, when we look on line at LACIE, if we want a new Hard Drive the delivery is 3 to 5 days!!!!!
A big thank you to CD_writer.com and the staff there you are simply the best. We will keep you in mind when we need anything you sell. We recommend you to everyone.
To Apple I say, you are an amazing company and we love the product, the service and the backup you give when we have a problem. Please look at LACIE because they are letting your impeccable brand down.
To LACIE we say, wake up and smell the roses. If I have to tell the world how bad you are to get your attention, then you have a problem.
We have a number of external hard drives and we have always bought from Apple stores. The LACIE brand was supposed to be good but as always is the case, you really know how good something is when it goes wrong.
Thursday:
The 1T LACIE external Hard Drive ceased working. This is a major problem for us as I am leaving the country for Australia on Sunday and we had work to prepare for the trip.
Can you contact LACIE? ONLY through email!!!!!. You have to email their support desk and then wait. And wait. And wait. And wait. It is now 24hours later and still no reply.
Now let me tell you about CD-writer.com ( http://www.cd-writer.com/ ) and our dealings with them yesterday.
One of the ways around our problem is to buy a DVD writer and copy the material we have taken off the LACIE Hard Drive. We phone (notice the access to a human being) and ask if we can order a DVD writer from them. The lady says it will have to be assembled and that it would be ready tomorrow (Friday) and then shipped to arrive Monday.
We explain our situation and we really need it urgently as I am leaving on Sunday. We ask if they will deliver on Saturday? She explains that there will be an extra charge for a Saturday delivery and we say we will pay it if necessary.
The lady from CD-writer.com then says she is going to see what she can do for us. She will endeavour to have a machine assembled and shipped so we get it on Friday.
Friday morning at 9am Interlink deliver a parcel in immaculate condition with a DVD writer inside from CD_writer.com. Wow. No hassle, no problems and guess how pleased we are?
By the way, when we look on line at LACIE, if we want a new Hard Drive the delivery is 3 to 5 days!!!!!
A big thank you to CD_writer.com and the staff there you are simply the best. We will keep you in mind when we need anything you sell. We recommend you to everyone.
To Apple I say, you are an amazing company and we love the product, the service and the backup you give when we have a problem. Please look at LACIE because they are letting your impeccable brand down.
To LACIE we say, wake up and smell the roses. If I have to tell the world how bad you are to get your attention, then you have a problem.
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