Martin Fenwick Should be Gruntled Right Now


Last week I had the privilege of attending a training program run by Martin Fenwick, author of The Change Factor: Insights For Leaders of Change. As a subscriber of my blogs including SoLoMo Consulting and The Future Diaries, you will know that change has been a major motivating factor in my life as a futurist, right back to the promise made to me and my contemporaries, that my problem in the future would be what to do with my spare time, as automation took care  of the majority of our human workloads.

BORDER-CLOSEDChangeI am passionate about change and the need for traditional businesses to embrace and create change, less it be foisted on them by a competing business model. Some examples of my thoughts on the book industry that you may have previously read are here.

Anyway, I am also passionate about languages and particularly the English language, whether it is new TXT language which can have me ROFLMAO, grokking people or in this case we were wondering if there was a word gruntled, being the opposite of dis-gruntled. One of my colleagues checked on her iPhone and sure enough, there is such a word and it is in all the dictionaries.

I was interested to read on Merriam-Webster that it was first known to be used in 1926. I thought it would have gone back way farther. Never mind. The conversation went on to influence and we thought it would be interesting if we could get other people using it. I, typically suggested that I would see if I could spread it’s use with a #hashtag, which I have duly started doing. So if you look for #gruntled it is likely to stem back to a tweet or a Facebook post from me, which was motivated by the training session with Martin Fenwick.

Why bother? Why do people do flash-mobs or climb mountains? Because it can be fun and interesting. One of the things that really interests me and that I frequently research is fads and trends. How do they start? How are people influenced? What makes some things work and others not? How can you get people to do things that are good for the community (such as pay attention to recommendations about real time traffic and helping avoid congestion).

So here’s your task. Leave a comment or post a tweet with the hashtag #gruntled. RT or share this post and lets see if we can’t get people using the word. It could be a great conversation starter for you. I’m feeling gruntled today, how about you? If you think it’s a cool idea, tell him so on Twitter. Let him know you’re pretty gruntled about it.

Does Your Business Have CIPA? (Read Time 82 Seconds)


I’m just finishing the book Socialized by Mark Fidelman. It is one of the better books I have read of late about harnessing social media. Many of these books date very quickly, but the information in this 2012 book is still very relevant and I recommend you read a copy.

Socialized-book-coverTowards the end Mark relates the story of a girl who suffers from Congenital Insensitivity to Pain, aka CIPA. It was an analogy to businesses who are heading down the gurgler at a rate of knots and don’t even realize it. Those of you who read my blogs will know about how frustrated I was to see Borders self implode, when they didn’t need to. As I mentioned earlier this week, many businesses are being hurt but not realizing it, or not knowing what to do about it. It’s that frog in the pot of simmering water. We all know the story, but many of us are sitting in that pot, enjoying the warmth and then getting severely cooked.

In my experience, it is people who aren’t institutionalized in your business who you need to talk to. If it’s not consultants like myself, at least talk to your customers, the ones you have left. Ask them why they come to your business. What is it that drew them in and how can you give them what they want and stay profitable?. I had loads of answers for the book industry, but they ‘knew what they were doing”. They focused on best sellers, general merchandise goodies and even fluffy toys. The questions you need to ask have to be qualitative, don’t give them choices you think they should answer, have conversations with them. Or get out quick and sell your business to someone while it still has some value. I still maintain if I had been on the management team or board of Borders in NZ, they wouldn’t have floundered, they would have risen like a phoenix out of the ashes of the past and their stores would be full of people, in many cases still buying paper. BORDER-CLOSED

Do does your business have CIPA? Are your margins declining, is your stock-turn going down? Are people buying similar products online instead of from you? Are your customers slowly churning to other sources or evolutions of the goods and services you offer? What have you done to future proof your business? As I said in my other blog earlier this week, people are reading more, listening to more music and taking more photos daily than ever before.

Got any questions? Feel free to leave them as comments and maybe we can have a discussion about this.

How to win loyal customers, Tony’s Tyre Service did yesterday


Unleashing the Road Warrior

Unleashing the Road Warrior

I got a puncture on Sunday night, I’m in the middle of a very stressful week getting a very important project off the ground for Monday 1 September. Monday I had to go to the airport for a day trip to Wellington. Met at work at 5:30AM to car pool and obviously didn’t take my car.

Yesterday I was going to go to the company where I bought my tires (around $250 each) but I decided to go to Tony’s Tyre Center in Glenfield because I’m very busy and they are closer. I rang and they said they don’t take appointments and are also very busy, but if I’d like to leave it with them I can have it back in a couple of hours.

All good. So I arrived back to get the tyre and they were about to give it to me. I was wearing a suit and getting down and dirty and fitting it in no time flat wasn’t going to work as I had to rush back to the office for another meeting. So I asked if they would mind fitting it for me. I thought to myself, “if it costs me an extra $10 or so, it’s worth it and it will be a little quicker”. The guy said he just had to quickly finish another car and would get onto it for me. Maybe 15 minutes. Now I thought I could do it in 10, but I sat down and raced through a pile of emails on my iPhone being the veteran road warrior that I am.

The car is done and I wander over to the car park to meet the guy, I think his name was Evan (if it wasn’t, I will come back and edit this, because its important to recognize good service). He said I just need to take you back to the office and make up an invoice ……..for $0. Oh and while we were fitting your tyre, we wheel balanced it, cleaned your windows and blacked all your tyres.  I’ll put the invoice in this yellow folder, together with a pack of sanitary clothes, because you never know when you might need them. I’ve also included a discount voucher on your next purchase and we have a very short customer survey and if you would like to complete it, you go in the draw to win, I think it was $500 in product.

I had a problem, a flat tyre it had already jeopardized my trip to the airport. If my spare tyre (brand new but never been out of the boot (trunk) since I got the car off the showroom floor 7 years ago and this was my first puncture in those 7 years) I had been worried about whether it would hold air through the night. I am in the middle of a hell week where everything is happening, but the hard way and had no time to spare. Flat tyres are a bit like losing a filling in  your tooth. Painful and frustrating.

Tony’s turned that experience into a delightful distraction and the service was under-promised and over delivered. Anyone like to guess where I’ll be going when I need to replace my tyres? Tony’s Tyre Service, AND they guarantee the best price as well! Of course I will now continue to recommend them via my social media and word of mouth marketing. You don’t come across service like this very often, so while others in the industry are saying times are tough and we need to make our budgets, these guys are providing an amazing service for FREE and treating their customers like VIP’s.

No disclaimer required. I don’t know anyone in the business and I have never been there before. They don’t know I’m writing this blog. I just feel that quality service needs to be recognized and rewarded. Thank you Tony’s Tyre Service. You rock!

Why Don’t Grownups Understand?


When you are a child, everyone around you is a potential friend. Someone to play with, have fun with. Language, color, gender, disability, don’t matter. You see them in the playground, looking for someone based roughly on age and height, they make eye contact, they do a sort of ‘I’m open for contact’ dance, getting closer together and then just start playing together. Often they won’t even introduce themselves. Next thing you know they are laughing and playing and bringing more kids into their circle. In many cases the parents stay at a protective distance, but appreciate and encourage this interaction.

I used to love watching kids TV programs like Art Linkletter and Cosby Kids. I think one of the famous ones was used in the What The World Needs Now John F Kennedy assassination tribute, where they asked a kid what racism is and he said “I think it’s when you’re sick.” They asked “what is bigotry, and the answer was “I don’t know what biggory is.”

When WWII, ‘the war to end all wars’ was over, there were famous speeches, saying “this must never happen again”. Today it appears we have learned nothing. It may to some degree be propaganda when we see children carried, walked or driven away from bombing sites. The fact is, they are children and they are victims of man’s inhumanity to man. It continues daily in many parts of the world.

I don’t need to show it, you don’t need to be reminded of the actual scenes. It will be on CNN, BBC, Fox or your other favorite news TV station in the next 30 minutes, day after day.

So here’s my question? How do we go from kids, who understand that differences make us interesting, to adults who think we should all be the same and that to be different is a threat? How do we go from sharing our resources to wanting to take them from each other?

At some point we decide children should think along certain lines. We teach them prejudice, we teach them fear and hatred. We teach them on the street, in our homes, we teach them in our schools and we teach them in our places of worship.

I watched the kids in Gaza on TV last night. I saw the looks in the faces as their bodies and lives were wrenched apart, the confusion, the terror, the blank gazes of minds dazed beyond comprehension They were just playing. They don’t understand. They’re just kids. But I’m an adult and I still don’t understand. Does that mean I haven’t grown up?

One of the real ironies to me is that we all have kids. We have all been kids. We have all been taught prejudices by our parents and those around us.

So here’s a thought. Why don’t we change the curriculum?

I’m Very Thankyou


ChillinYesterday I asked a colleague how she was doing, she replied that she was doing well. I said that I was pleased to hear it and asked after he partner who had been unwell.

She then asked me how I was doing and I replied “I’m very thanks”. She said that was great and then continued into a conversation.

If I ask you, I’m actually asking. What about you? Is it a platitude or friendly greeting, or is someone engaging with you and really cares. My response is one way of finding out if the other person is really listening. I would expect someone who is listening to either laugh (because they know me) or respond with a “very what?”

It doesn’t take much to engage a little with people, even a smile from a perfect stranger, with no more meaning than acknowledgement of your existence from a fellow human being, matters. I’d really welcome some comments here because this interests me.

Next time someone asks you how you are, whether or not you respond with a platitude, if you have a moment, ask them how they are, in reply. Listen to their answer and show that you listened with empathy. Ask a question or offer a positive response relevant to their response. Show them you care and try to make it a habit. Then please come back to this blog and tell me how it went.

I’d really like to know.

 

3,000 Teen Deaths from Texting and Driving


A study done by the Cohen’s Children’s Medical Center in New York, revealed that drinking and driving resulted in the death’s of 2,700 teens in the US, compared to 3,000 from texting and driving.

How about a quick, honest but anonymous poll:

I was listening to the Peggy Smedley Show this morning while cleaning the bathroom and enjoyed some great interviews in her Distracted Driving Month series. The topics were great, everything from the value of reversing cameras through to why car manufacturers are putting social media technology into their cars.

Anyway, a subject that peaked my interest was comparisons of factors impacting on or causing accidents.Talking or texting on the phone is one that that police and others who examine the results of motor accidents look for by default these days.

Peggy quoted a study (can’t remember which university) where they found that people with a blood alcohol level of .08 performed better behind the wheel than people who were using their mobile phone. If you want more detail, listen to Peggy’s back shows on her website or on iTunes, the latest ones being about Debunking Myths about Cellphones and Driving.

Just putting that into context, most people think that dialing a number (I only dial on my hands-free via voice commands with  Siri, or not at all these days) or sending a txt isn’t a big deal. I see ‘professional drivers’ holding their mobile up to their ear pretty much daily. One would assume they are sober, and mentally alert. I was also going to say relaxed, but if they were relaxed, they probably wouldn’t feel the need to take a personal risk, let alone knowing they are breaking the law; so you could surmise that they are already distracted and their minds are not on the road. Yet the study showed that drivers using their mobile were more distracted and less able to perform than those who were at a blood alcohol level where, according to a Blood Alcohol Chart on Wikipedia, they were at the upper range and would be experiencing:

  • Impaired reasoning
  • Reduced depth perception
  • Reduced peripheral vision
  • Reduced glare recovery; and behaviors including
  • Blunted feelings
  • Dis-inhibition; and
  • Extroversion

SheepI really enjoy listening to music when I drive and I have a full subscription to Spotify. I love it. My iPhone FM Transmitter sends it to my car stereo, while charging my phone. I like that. I have been guilty of occasionally looking down at my iPhone for the name of an artist or to skip a track. Our maximum legal driving speed on motorways and highways in New Zealand is 100kmph. Often that is on highways where kids play or cycle on the side of the road. All it takes is for a ball to bounce onto the road, or wandering stock to change things in an instant.

So I thought I’d have a look at the numbers and went to the Unitarium online speed calculator. I worked out that if my eyes were on my phone for 3 seconds (doesn’t sound like much) whilst driving at a legal 100km per hour, my eyes would have left the road  and I would have been oblivious to what was happening on it for 30 meters!

Have you ever done that?

ways to track people or cell phones | My Blog


Luigi Cappel:

I have often blogged about devices and apps to help locate people who have conditions that could see them become disoriented, for example people who suffer from diabetes.

I have blogged a lot about tracking devices like bracelets, watches and other devices containing GPS.

This one on my SoLoMo Consulting page talks about using the free apps that often come with your Smartphone or are in many cases a free download. These apps like Find My iPhone are typically designed for if you misplace your mobile, or if you misplace it, however they can easily be used (with agreement) to locate your missing teenager, family member or other person you have a close relationship with.

When we had the earthquake in Christchurch in 2011, one of the very common stories I heard was about families that were separated and the angst when people couldn’t locate their partners or family members. This type of app is a ready made solution without having to purchase any other technology. Often in a situation like this, people can become disoriented and may not be able to easily advise others where they are. These apps will show their exact location on a map. What a great tool for Search & Rescue in emergencies, even looking for people underneath rubble, if their mobile still works.

Generally most people are never more than 20 feet away from their mobiles according to recent research. Have you set up an app like this on your mobile? Why not give the URL and password to your close ones. It could be the best 5 minutes investment of your time ever.

For more info on devices and apps for tracking people, check out some of my other blogs here and  here.

Originally posted on SoLoMo Consulting:

See on Scoop.itLocation Is Everywhere

Cell phone GPS tracking isn’t illegal. You can see where everyone is by knowing their number here http://t.co/LUj8hYU7c9

Luigi Cappel‘s insight:

This is a quick and important read for anyone that doesn’t have smartphone tracking set up on the mobile.

Huge numbers of mobiles are lost or stolen every day, but the siple addition of an app can mean that you can locate it. Interestingly it doesn’t include the app I use, which is Find my iPhone. It not only allows me to locate it, but can wipe all data from it and make it unusable as well as set off a loud noise.

The other valuable thing is, as it says in this quick and easy to read story, is being able to find someone you are close to, who is missing, hasn’t turned up where you expected them. If you…

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