Collaboration Big Citizenship for Skateboarding in Brookline

Net: Realizing that our son had no dedicated places to skateboard in our town of Brookline, Massachusetts, my wife Patty organized a group of young skate boarders and parents, teachers, nonprofit and other leaders to advocate for the creation of safe places to skate in our community.  Although we have a lot of work to do and have only taken the first few steps in what will undoubtedly be a long journey, the collaborative efforts of our small but committed group, the over 100 friends who supported us online and the 60 young skaters and their parents who attended our presentation to the town’s Parks and Recreation Commission have successfully launched our campaign.

In his recently published book, my friend Alan Khazei – the social entrepreneur , Co-Founder of City Year and former candidate for the US Senate – makes the case for creating change through the collaborative efforts of public private partnerships, where citizen activists, business leaders and government agencies work together to address challenges and create new opportunities.  He refers to this model as Big Citizenship, advocating that the old models of relying too heavily on either big government or private industry are tired, ineffective and not appropriate for creating change in the 21^st Century.

Although the concept of Big Citizenship is not intuitive to all, you clearly know it when you see it in action.  I had such an experience recently.  Realizing that our son had no place to skateboard in our town of Brookline, Massachusetts, my wife Patty organized a group of young skate boarders and  parents, teachers, nonprofit and other leaders to advocate for the creation of safe places to skate in our community.  Alan would see this as a clear example of the power of big citizenship, and I would agree. But I also see it as a compelling example of collaboration and, as we are beginning to increase our social and traditional media outreach, a great case study in how the internet can support and turbo-charge the efforts of a small but committed group.

None of this would have been possible without both Patty’s initiative and the phenomenal and strategic efforts of our friend Armin Bachman.  Armin is truly a Big Citizen.  (Last year I encouraged Alan to promote his book by starting a Big Citizen contest where people could nominate others for recognition; I had Armin in mind as a leading candidate.)  Armin is an entrepreneur; he is co-owner of Orchard Skateshop, by far the best skateboarding store in the Boston area.  He is a social entrepreneur, having founded the nonprofit Extension, to make skating more accessible in the greater Boston area.  Armin and

the other owners of Orchard are big citizens in their community as well, giving 1% of their revenues to local nonprofits and helping new artists by hosting shows in the gallery above the shop.  He is also one very smart and connected dude, knowing leaders in the skateboarding space across the country and increasingly around the world, and very gifted at finding data related to developing safe places to skateboard.  (Full disclosure: Armin is also Myles skateboarding teacher.)

Other members of the original group included Nicco Berinstein, a Brookline High School 11^th grader and avid skater; Eileen Amy, Nicco’s mother and a registered nurse; Michael McKittrick, a Brookline High School teacher and the faculty advisor to the school’s skateboarding club; John Wynne, a Cambridge businessman, skater, and a passionate skateboarding advocate; and our son Myles, an avid skater and the person who helped us see the need for safe places to skate in Brookline.

Armin, Patty and John found amazing data to support our cause, including the following:

-     Skateboarding is one of the fastest growing sports in the US (and around the world) and is now larger than baseball.

-     Skateboarding is the 3rd largest sport for ages 6-18 and the 6^th largest participant sport in the US.

-    Skateboarding is one of the safest sports, with less than 1/10^th the injuries of basketball, 1/5^th of baseball and 1/3^rd of soccer. (My own experience mirrors the data: despite logging close to 100 hours watching skateboarders, the only real blood I have seen was my own when I was stupidly carrying my elbow pads while riding across an asphalt parking lot and wiped out on a pebble the size of a peanut  J).

-     Over half of the injuries occur from skating on poor surfaces like asphalt, usually caused by a lack of safe concrete skatespots and parks for community skaters.

-     Skateboarding is less noisy than football or local traffic and skating on concrete features is over 20% quieter than those made out of wood or metal.

-     Brookline has amazing recreational and sports facilities, including 14 official youth baseball fields – or one for every 60 kids who participate in Brookline baseball – and 8 dog parks, but no safe features or parks to skate on for the estimated 600 skaters who skate almost every day.

From Armin and John, we also learned that the idea of “ good places to skateboard” has evolved significantly over the past few years, with leading edge communities working with local architects and landscapers, skaters and national foundations to create a system of neighborhood skate parks, smaller “skate spots” and even smaller “skate dots.” One of the most innovative concepts we learned about was the creation of “skateable art” – concrete artforms designed to be both outdoor sculpture and great skateable features.

Armed with this great data from Armin and the team, I was able to put my Bain skills to work and developed a presentation that we gave to the Brookline Parks and Recreation Commission.  Although the presentation was helpful in getting the support of the commissioners, I believe an equal or greater impact on the commissioners came from the 60 young skaters, their mothers, Brookline social workers, and members of the nonprofit Architects for Humanity who came to support us.   I haven’t been to a Parks and Rec meeting before, but I imagine that 60 people for a single topic was a rather large community turnout.  Credit to Armin again for both being able to factually and compellingly answer almost every question the commissioners asked and for putting our meeting on Orchard’s Facebook page, which received over 100 “likes” from the Orchard Community and many words of encouragement.

Although I am very focused on our goal of getting a system of safe, attractive places to skate in Brookline; as an entrepreneur, I have also learned to enjoy the journey and celebrate the mini-successes along the way.  One of the things I liked most about the meeting was seeing the sense of pride and empowerment Patty’s initiative gave the young skaters in the room.  These high school, middle school and elementary school Brookline residents were seeing democracy and big citizenship at work.  In fact, they were active participants.  Myles spoke after Patty’s introduction about the personal benefits of skating and many others answered questions from the commissioners.  None were shy about expressing their passion for skating or the appreciation they would feel for the town if Brookline embraced our vision of moving from a laggard to a leader in this fast growing, diverse and accessible sport.

As recently reported in The Brookline Patch, the online community news site that wrote an article about our efforts and the meeting, the commission had a positive response to our collaborative efforts:

“The presentation was well-organized, passionate and articulate,” said Erin Gallentine, director of Parks and Recreation.

The town formed the informal subcommittee to talk about the possibilities after two parents proposed facilities for skateboarding at a recent Parks and Recreation Commission meeting.

Gallentine said the town considered adding facilities next to the basketball court at Lawton Playground when the park was renovated, but the idea was scrapped after neighbors raised concerns about noise. A few proposals for skateboarding facilities have came before the Parks and Recreation Commission over the years, but Gallentine said the Underwood’s proposal had been particularly interesting.

Although we have a lot of work to do and know we have only taken the first few steps in what will undoubtedly be a long journey, the collaborative efforts of our small but committed group, the over 100 friends who supported us online and the 60 young skaters and their parents and supporters who attended our presentation to the town’s Parks and Recreation Commission have clearly move us forward.

Here’s what you can do to help:

Join our Facebook page Friends of Brookline Skaters

If you live in Brookline or know people who do, share this and our presentation with others.

Let us know if you are interested in helping with research, organizing or fundraising.

And think about opportunities in your own community to form collaborative public private partnerships and join with other big citizens to create the change you want to see.

Too little too late? Will Obama’s lack of collaboration kill health care reform?

Net: Obama’s failure to leverage the collaborative efforts of others, consider and include good ideas from his opponents and provide the requisite and timely leadership contributed greatly to congress’ inability to pass heath care reform.  Will the rhetoric and approaches of the last two weeks be enough to revive it or are they too little too late?

I have often wondered if there is a common event that gets people to start blogging.  I imagine for many it’s a topic or an issue they feel so passionate about that they feel compelled to share their thoughts with others.   For a wonderful example of this, see my friend Dr. Mark Pearlmutter’s blog from his two weeks as a volunteer in Haiti.

One thing I know for sure is what stopped me – jumping into the Citizens for Alan Khazei Senate campaign for the last 55 days of the 90 day special election to fill Ted Kennedy’s seat.  Since the campaign ended, I have had many posts “drafted” in my head, but have been experiencing some kind of weird writer’s block that kept my fingers from typing.   I began to fear that maybe leading 128 pages of policy work in under two months used up all of my words for the year!

As anyone who knows me knows – health care is my biggest issue and has been since my then six month old daughter was sick for the first time.  Fortunately, we were living in Toronto and had access to a wonderful pediatrician who returned our call at 10:00 in the evening and sent us to a world class children’s hospital a few blocks from our home.  I realized at that moment that there were millions of American’s who couldn’t have done what we did and became a dedicated soldier in the war to bring health care to all American’s and to lower the cost and improve quality for those of us lucky enough to have coverage.

I have written before about my frustration with Obama’s ineffective attempt to sell health care reform to the American people in the post What Obama can learn from Ross Perot, Cecil Underwood and Coalition Marketing.  Listening to some of his remarks about health care reform over the past ten days has me sufficiently agitated to start blogging again.  A few more suggestions for the President:

1. Look for others who have already collaborated and use them.

Last summer, I found an incredibly thorough bi-partisan proposal for health care reform called Crossing Our Lines: Working Together to Reform the U.S. Health System.  This report was written by former Senate Leaders Bob Dole, Howard Baker and Tom Daschle.  George Mitchell also was a major contributor to the project, but was not listed as an author on the final report after shifting all of his efforts to his role as special envoy to the Middle East.  The report was the product of a two-year consensus-building process called the The Leaders’ Project on the State of American Health Care.  Their plan is a comprehensive set of policy recommendations that aims to provide quality, affordable health coverage for all Americans and includes recommendations to improve quality and control costs.

Having stumble upon this report, I was surprised that I had not heard of it from traditional news media or blogs, and disappointed that Obama wasn’t using this as a framework for his heath care reform efforts.  We used this as one of the primary sources for developing Alan Khazei’s health care policy during his race for the Massachusetts U.S. Senate seat.

Then, last week on either XM Radio’s POTUS or CNN, I heard the President refer to The Leaders report at least twice.  Saying,

“The component parts of this thing are pretty similar to what Howard Baker, Bob Dole and Tom Daschle proposed at the beginning of this debate last year.

“Now, you may not agree with Bob Dole and Howard Baker and Tom — and certainly you don’t agree with Tom Daschle on much … but that’s not a radical bunch. But if you were to listen to the debate, and, frankly, how some of you went after this bill, you’d think that this thing was some Bolshevik plot.”

“And so I’m thinking to myself, ‘Well, how is it that a plan that is pretty centrist… (more)

Why didn’t he use this as an example and – better yet – use Dole and Baker to help him sell health care reform over the past twelve months?

2. Collaboration means working together and using each other’s good ideas, not just giving them lip service.

RNC Chairman Michael Steele spoke at Harvard’s Institute of Politics last week. During his remarks, he mentioned that Republicans had offered over a dozen ideas and proposals for addressing the country’s dysfunctional medical malpractice system, but none of them were given serious consideration by the administration.    If Obama is serious about lowering the cost of health care, he needs to address medical malpractice, considered by many experts to be the major driver of defensive medicine.  The cost of defensive medicine has been estimated to be between $70 billion and $200 billion a year by PriceWaterhouseCoopers Health Research Institute and others.

Again, this idea is not new.  Bill Bradley wrote about the need to form a bi-partisan coalition to pass  health care reform and the opportunity to use medical malpractice reform as an issue that would bring Republicans to the table in his 2007 book, The New American Story. He made this point again in an August 2009 New York Times Op-Ed article, Tax Reform’s Lesson for Health Care Reform.

On the Khazei campaign, we reached out to our network of friends we were introduced to Dr. Alan Woodward, a former President of the Massachusetts Medical Society and a passionate expert on health care cost reduction.  Dr. Woodward turned us onto the successful approaches to medical malpractice reform being successfully implemented by the University of Michigan Health System and recommended on by the Joint Commission on Accreditation of Health Care Organizations. (I will write more about this in an upcoming post on the collaborate efforts of the Khazei campaign.)

Again, the answers are out there if you truly believe in collaboration and are willing to do the work to find them.

3. Collaboration does not mean abdication of leadership.

Anyone who has engaged in a truly collaborative effort quickly realizes that harnessing the wisdom of crowds takes work.  I recently experienced this when using 99designs.com to run a contest to develop a logo for a new organization among hundreds of graphic designers from around the world.  As John Della Volpe, the Founder of SocialSphere Strategies wrote about in a recent blog post, you need to provide leadership (a clearly written brief) and guidance (continuous feedback to initial and revised designs) to get a quality product when using this or other hugely collaborative processes.

President Obama’s lack of leadership on health care has been a concern to many of us who applauded his courage to take on this most important and possibly most challenging issue.  To me, his almost hand off approach through most of 2009 felt like a “guardrail to guardrail” over-reaction to the mistakes of the Clinton administration’s health care reform efforts.  Whereas the Clinton approach is remembered as one where Hilary Clinton, Ira Magaziner and a few others developed in closed meetings the plan they expected congress to pass, the Obama administration’s approach was almost the polar opposite.  The President’s instructions to congress to “increase coverage without increasing the deficit” and his failure to make a major address about health insurance reform until late summer are two examples of the lack of leadership he provided, with what we now see as disastrous results.

According to Politico Pulse – a great new source of information I recently found on my Kindle - at the closed door session with Democrats last week, Al Frankin and others raised this concern:

Sen. Al Franken ripped into White House senior adviser David Axelrod this week during a tense, closed-door session with Senate Democrats.   Five sources who were in the room tell POLITICO that Franken criticized Axelrod for the administration’s failure to provide clarity or direction on health care and the other big bills it wants Congress to enact.

Obama has scheduled a Health Care Summit meeting with Republicans on February 25^th.  Lets hope he provides both real collaboration and leadership and that it won’t be too little too late.

What Obama can learn from Ross Perot, Cecil Underwood and Coalition Marketing

Two weeks ago while on vacation in Washington, DC, Patty and I found D’Acqua, a great seafood restaurant on yelp and left two happy kids with room service and movies at our hotel.  We were seated a few tables away from David Axelrod, President Obama’s senior political advisor.  I was about to ask our waiter for a piece of paper to write him a note with some ideas on how they could more effectively promote healthcare reform legislation, when Patty let me know that wasn’t her idea of a romantic dinner together. 

I just finished reading The Battle for America 2008, a great book about the 2008 election, on my Kindle.  It is clear from the book that Barack Obama learned a lot about the need to prioritize healthcare reform from the late Senator Kennedy.  Here are a few thoughts on lessons he could learn and apply from others leaders:

From Ross Perot and Cecil Underwood – Use the data and a few high impact charts. 

Every time President Obama speaks on health care, I expect to see a few high impact charts that layout the major problems that need to be addressed.  And every time I am disappointed. The data is clear and easy to access.  A few examples:  Medicare’s administrative costs are about  1% of total costs, while private insurance administrative costs are around 15%; the average American family’s health care insurance premiums paid have doubled since 2001  from $6000 per year to $12,000 a year; US health care cost per capita is over $4000 higher than the next highest country.  Obama could make this data extremely relevant to the average American by showing the impact of higher health care costs on the price of a car or other goods made in the US vs Canada or Japan.

 

 In 1992, Ross Perot effectively used simple charts to get some of his major points across.  Years early, in my father’s 1956 successful bid to become the youngest governor of West Virginia, he used simple posters to point out that the state was paying much more than surrounding states for road building equipment.

During my six years as a consultant, manager and partner at Bain & Company, we used simple bar charts to show clients their uncompetitive cost positions.  During my tenure, I showed CEO’s, factory workers, and cardiac surgeons these charts, and in every instance, they got it.  Obama needs to do the same. 

From Coalition Marketing – Use the logo’s of your diverse group of supporters and use their voices to support reform.

In 1992, after launching the AIR MILES shopping reward program in Canada, I coined the term Coalition Loyalty Program to describe reward programs where consumers could collect points from multiple retailers who were given exclusivity or co-exclusivity in their consumer spending category (e.g. grocery stores, gas stations, credit cards).  In addition to AIR MILES in Canada, other successful coalition loyalty programs include Nectar in the UK, Fly Buys in Australia and Upromise in the US.  One of the benefits of a coalition program versus a single company or stand-alone program is the power of coalition marketing.  When programs are launched with the full marketing support of leading companies like Safeway, Shell and Bank of Montreal, they achieve breakthrough awareness in record time. 

The support of these market leaders also gives the new program instant gravitas, which helps the company running the program to receive favorable PR coverage and in-turn, sign up more leading companies.  In all of our business development, PR and marketing materials we prominently featured the logos of our major sponsors.  Our coalition partners went even further to support the program and grow the coalition – they helped us sell new sponsors.  On one occasion, Derrick Fry, then SVP of Electronic Marketing for Bank of Montreal (which at the time was the 6^th largest bank in North America) flew with us to Calgary to meet with a potential sponsor for dinner and then flew back to Toronto on the red eye.  On another occasion, Bill Turner, then CMO of Sears Canada, helped us pitch a leading Ontario grocer on the program.

The other thing missing when I watch Obama’s press conferences and rallies are the logos and names of the broad base of businesses, organizations and other leaders that support healthcare reform.  Among others, Wal-Mart, the AARP, PhRMA (the Pharmaceutical Research and Manufacturers Association), and the AMA all support healthcare reform.  Why not use these organizations’ support as proof that reform is needed and why not use their leaders to promote the need for reform? 

One of the best examples of creating and leveraging a stellar list of supporters also comes from the coalition loyalty world.  In 2001, Michael Bronner and Jeff Bussgang, the founders of Upromise, with the help of their VC General Catalyst, created one of the most impressive lists of supporters ever assembled.  Their Advisory Board included: former Senator Bill Bradley; Kim Clark, then Dean of Harvard Business School, John Doerr from Kleiner Perkins, David Rockefeller; and John C Whitehead, former Chairman of Goldman Sachs and the Federal Reserve Bank of New York.  Talk about gravitas, with this lineup of supporters, Upromise could get a meeting with any CEO or CMO in the country and they used the group to help them recruit the largest coalition of sponsors ever assembled in the US.

A few months ago, former Senate Leaders Democrat Tom Daschle and Republicans Howard Baker and Bob Dole published Crossing Our Lines – Working Together to Reform the US Health System, their proposal for healthcare reform.  Why not use these three leaders along with the CEO’s of Wal-Mart, the AMA, PhRMA, and the AARP as a base to build a broad coalition of supporters and engage them in the active promotion of the need to pass healthcare reform?

I agree with the experts and pundants  that if Obama wants to pass healthcare legislation this year, he needs to take a more aggressive leadership role and also be more specific about the plan he wants, but I also believe he will be much more successful if he builds and leverages a coalition of supporters to help him.  That’s how he became president in the first place.

What business can learn about leadership and collaboration from Little League Baseball

Although you wouldn’t know it from the 50 degree weather we have had the last three days, it is spring in Boston, which means my 9 year old son is playing baseball again.  Helping coach his little league team reminded me of the leadership model we developed at the Loyalty Group that others have found helpful and I thought I would share it with you.

During the time I was CEO of The Loyalty Group, we grew from three entrepreneurs in a Toronto hotel room to over 600 employees when we sold the business to Alliance Data System (NYSE: ADS).  Throughout this period, I thought a lot about both leadership and how to help executives develop the requisite skills to advance as far as they wanted to in their careers, as this was one of my most important roles. Few things give me greater satisfaction than seeing several of the people I hired continue to grow and be successful in their careers. Indeed, many of those I hired and mentored have taken Loyalty to levels of success we didn’t even dream of during my tenure, and we were pretty big dreamers back then.

One of the things I came to understand about leadership and developing executive talent became what we called the “Three I’s of Leadership.”  I realized to build a successful high growth company while delivering on our cultural goal of “creating business success that others consider impossible, while treating people with respect and having fun along the way” we needed leaders with the following skills:

• Intellectual Leadership – Leaders who had both the raw brain power to identify opportunities and solve challenges and very deep skills in their specific areas of expertise.

• Implementational Leadership – Leaders who were not just “consulting smart” but who could get things done to move the business forward.  Executives who could actually stop thinking, developing models and drawing matrices and “land the helicopter, get the troops in the field and make things happen.”

• Inspirational Leadership – Leaders who could get things done through others without making everyone quit.

Over time, I found out two things about this model:

Three I Leadership can be, and usually is, a shared set of skills.

Although no senior executive can have below threshold skills in any of the three areas, many highly successful companies are led by “Three I Leadership Teams.”  I first realized this through being involved in YPO (the Young Presidents Organization) where I spent a lot of time with other Presidents of successful companies. My original belief was that successful CEO’s had to be “A” players in all three leadership skill sets, but I realized that this often wasn’t the case.  I observed several very successful CEO’s who clearly were not what anyone would consider “motivate the troops inspirational” and others who although incredibly smart “idea machines,” needed someone to figure out what ideas should actually be implemented and then take the idea from the white board (or the back of the napkin) to the business and the bottom line.  All I observed were very smart, but not all would qualify for Mensa.

I soon realized that almost everyone had built a “Three I Team” around themselves by hiring direct reports that balanced and complimented their skill sets. There was the collaboration principle at work again.  Once I realized the importance of Three I Teams – and the stupidity of expecting every senior executive to be naturally gifted at all three – I started using the model to help my direct reports work on their weakest areas and made sure we had Three I Teams leading all of our major groups and strategic initiatives.

I later began using the Three I model in recruiting and would ask candidates to distribute 100 points across the Three I’s to indicate their leadership strengths and weaknesses. One of the funniest reactions I received to this question came from an executive who had worked at American Express during the 90’s when Harvey Golub was CEO.  He responded something like: “That’s a great model.  Harvey is 60 intellectual, 40 implementational and 0 inspirational.” Then he became even more excited and said, “No, that’s not correct, he is 60 intellectual, 60 implementational and negative 20 inspirational.”  Although the candidate was clearly exaggerating in jest, he was making my point exactly as Ken Chenault was Gulob’s number two at the time. Then and now, there may not be a better example of a “High I Inspirational” leader than Ken.

The model can apply to the leadership teams of organizations large and small.

Back to my baseball analogy.  Last year, I thought about this regarding little league baseball coaches.  A coach needs to know the game of baseball, the complex rules, how to catch, hit, run and steal bases, etc.  But knowing how to play baseball is necessary, but insufficient. Someone on the coaching staff needs to know how to teach young kids how to play baseball – how to learn the game and improve their skills. What drills are most effective in practice; how to spot a batting stance off balance or a throwing motion without follow-through and how to make the subtle changes to correct these errors.  Finally, as all sports are partly mind games, and baseball can be incredibly stressful for young athletes, at least one of the coaches has to be able to keep the kids fired up and have a vast vocabulary of positive things to say no matter what happens at on the field – a swinging strike becomes a “good cut, “bases loaded means “we now have an easy out at every base,” etc.

If this model makes sense to you, try it inside your own organization.  If it applies, consider building it into your professional development systems and recruiting strategies.  If you use it, collaborate with us by letting me know how it worked and what you have done to improve the model.

I lost my Kindle and missed a flight, but still had a good experience as Air Canada and USAir collaborated to provide extraordinary customer service

Net:  On a recent day trip to Toronto which could have been “travel hell,” several USAir and Air Canada employees worked together to get me there and back painlessly.  Air Canada’s Connie Hughes went the extra mile to help me look for a lost Kindle.  These businesses should make it easy to tell their CEO’s about extraordinary service.

Over years of business travel it seems that missed flights, mechanical delays and other problems that create “travel hell” cluster on one or more days during the month.  I was saved from just such a day recently by great customer service.   I started the fun on a recent day trip to Toronto by misreading my itinerary and showing up for a flight through Philly after the plane had departed.  As I was traveling to Toronto for only two meetings, including one with a very interesting company that has an opportunity to create a coalition loyalty program in China, I was suitably upset with myself for this screw-up.  I went to the USAir Club and Sonia Perez, the club’s customer service agent was very helpful and put me on the next flight, despite the fact that it was 100% my fault that I missed the earlier plane.  Great service experience number 1.

After a long day of meetings, I checked into Air Canada’s Maple Leaf Lounge at Pearson Airport only to find that my return trip through Philly was delayed.  [Although I am not a member of the Air Canada club, through the Star Alliance, USAir and AC collaborate and allow me to use the club with my USAir Club card]  I remarked to the customer service agent at the Maple Leaf Lounge – whose name I would soon learn is Connie Hughes – that my flight was delayed and I was worried about missing my connection.  She immediately looked at the Air Canada flights and suggested I ask USAir if they would put me Air Canada’s direct flight to Boston. She informed me that if the delay was for mechanical problems, USAir should make the transfer and then found the only gate at the airport where I could talk to a USAir representative.  Great service experience number 2. I went to the gate and the gate agent happily put me on the direct flight, which by the way, would get me home two hours earlier than my connection. Great service experience number 3.

So far so good as what could have easily been a travel hell day was actually turning out to be better than expected.  But the best was yet to come.  I went back to the Air Canada club to wait for my direct flight to Boston and realized I had left my Amazon Kindle somewhere.  As I struggle with ADD, this was a frustrating but not unusual occurrence, so I began to retrace my steps.  I returned to the gate and everywhere else I had been but found no sign of the Kindle.  When I came back to the lounge, Connie was again at the front desk and I asked her if there was a lost and found.  This is when customer service went from great to amazing.  Here’s what she did:

• She found the two numbers for lost and found and called them both for me.
• She helped me search the club for the Kindle.
• She told me that she was from Boston and was flying there for the weekend and offered to check both the lost and found and the Wolfgang Puck restaurant where I could have left the Kindle for it and if found, would bring it with her on Friday.
• She emailed me that evening and the following day to say she had not found the Kindle.

Great customer service experiences 4 – 7.

One of my fist posts on customer service was about how two Massachusetts state employees turned a flat tire into a great experience with their extraordinary acts of service. And although I am still upset about losing the Kindle, I feel a lot better about the whole experience because of all Connie did to help me.

Fortunately, I was able to get the email address for Calin Rovinescu, the President and CEO of Air Canada and will send this to him along with a special thanks to Connie for her excellent service.  The only recommendation I have for Calin is to find a way to make it easy for customers who experience extraordinary service to let him know about it.  USAir does something like this, as they send their frequent flyers “Above & Beyond” cards to fill out and send in when they receive great service.  Perhaps AC can start this practice as well.

Questions:

1.       If Connie Hughes can turn a lost Kindle and an almost travel hell day into a good experience, what are your employees doing to help your customers today?

2.       If your employees are providing extraordinary service today, have you made it easy for your customers to say thank you and let you know about the experience.

3.       If you hear about extraordinary acts of service, how will you reward the employees who delivered it?

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