On Homelessness, Being Trustworthy and the SuperBowl

CorvetteYesterday I had a day off between two holidays. I was going to go for a Fly Your Own Scenic Flight in a Cessna 162 at Ardmore, but the weather looked a bit dodgy and my car got trailered to an auto electrician in Pt Chevalier at lunchtime on Friday who said he was going to check the diagnostics and let me know why the engine lights kept coming up. Ardmore is an hour from here so a long drive with a high risk of rain.

I rang them 3 times after that and they said he was really busy and would call me back. I’ve been ringing ever since and I think he’s taken the long weekend off. It’s now Tuesday. We’ll come back to trustworthiness again later. This guy has been trustworthy before and was recommended by the man I bought my car off as an expert in Corvette’s. He didn’t let me down the other time I went to him. I suspect he is the sort of person that takes on more than he can handle and that frustrates his manager who in the end wouldn’t let me speak to him. So I’m not sure how I’m getting to work tomorrow or when I will see my car next. I think the thing about trustworthiness is it must be pervasive and consistent. It wasn’t.

Anyway, the weather improved a bit and I borrowed a car off my daughter and went into town to visit my friend and your Giapo for a chat.

I parked at Sky City, because it was free courtesy of a couple of poker matches and walked down Queen Street, where in almost every doorway sat someone with a hat out, not making eye contact, mostly no note and a vacant drug stare in their eyes, not the “I can feel it coming in the night” rush I saw on Louis Theroux’s Dark State – Heroin Town on TV recently, this was more like everyone was isolated in the same bad trip.

I had about $18 in coins in my pocket, planning to give some to buskers if they were making an effort, given that I had done some busking in my teens and I respect people who are prepared to make some sort of a trade for value.

Then I walked past this white guy, (his term) in a tidy shirt, clear drugless blue eyes and a hat in front of him with a lonely silver coin looking up at me from it. I turned around and walked back. I asked him if we could chat and if I could ask him a few questions. He looked me straight in the eye, blue eyes to blue eyes and said “Sure, I’m not going anywhere. What do you want to ask me?”

I said “I don’t want to offend you, but how did it come to this?”

He told me that a couple of years earlier he had been working as a labourer, had an accident which left him unconscious in hospital with severe injuries, to the point that he could no longer work when he got out after a couple of months. He couldn’t earn money (still can’t because of tremors and the scars looked pretty real where his hand appeared to have been pulverised). He and his wife lost their State House and then he lost his wife and kids.

With nowhere to go he now lives in a street doorway in downtown Auckland, except when he can find the $10 to get into an Internet Cafe where they don’t mind if you sleep in the night.

I asked what he could do and he said he didn’t know. His body didn’t give him much of a chance to get work and therefore a room and the only work he had been offered was with the gangs and he said “You know where that would end up. Back in jail and I aint ever going back there.” I didn’t ask what he had been inside for but he said it was about 24 years ago. He told me how he had survived by studying on behalf of inmates who were trying to get qualifications and explained how they would arrange it so that at exam time, the guards would let him go in and sit the tests on behalf of inmates that would have failed. He was very bright. He helped them and got to use his mind and they left him alone and safe.

It was clear that he couldn’t do physical labour, but he is 51 by his reckoning and the only way off the street is to work. Without a street address, he couldn’t get a benefit or his first hand on the rung to get out. He told me a lot of stories and he did have a good head on him so I asked if he had done any public speaking. He said he had been a member of Toastmasters while he was in jail. He found public speaking pretty easy and I thought of people I know who tread the circuit and thought he could probably hold an audience with his experiences. I said to him that the chances I could help him were pretty close to zero and not to get his hopes up, but I would ask some questions and I shall.

I dropped the change I was planning on giving to buskers into his hat and with a big grin he said “I’ll be staying in the Internet Cafe tonight.” He went on to say that he had to stash the money because if street kids saw any money in the hat they would run past and snatch it. He said he had been through 7 hats already that they had stolen.

I shook his hand and went on to visit my friend Giapo in his awesome new gelato shop.

Giapo2018This was my first visit to the new store (I know it has been there a while) and there was one thing that never changes. There is always a queue of people waiting for their Giapo gelato experience.

If you haven’t been to his new store in Gore Street, Auckland City, you owe yourself a treat.

This is no ordinary store where they wet an aluminium  scoop in a container of water and drag some ice cream into a cone from the cardboard tub of your preference.

You are purchasing a culinary experience the equal of what you would get from the kitchen of a master chef. You will be taken on a journey of testing and trying flavours, even while you are standing in the queue Eventually a unique visual and sensual experience will be delighting you and your friends, while you are looking at and consuming it, followed by the sensation that you are sated and satisfied and looking forward to recommending it, the experience, to your friends. This is no drive to Pokeno for an ice cream, this is theatre for the eyes and taste buds.

Giapo and I have wonderful conversations and it was also great to finally meet his amazing and beautiful wife in person. I loved that she gave me a firm handshake and looked me in the eye, I don’t like limp handshakes from anyone. I know these last years have been a big journey for her also. Behind every consummate dreamer is their best friend and partner and without her the stumbling blocks are that much higher. We deep thinkers need a leveler and someone to sometimes ask how and why and finally, “how can I help?”

Giapo is an economist, a mad scientist, a gastronome, a master chef, a 3D printer, a social media maven from way back, a purveyor of experience, an artist and a man who speaks with absolute passion and Italian gestures, from a big heart, who wants to leave a legacy of experiences bound by trustworthiness for himself and his business; and a secure income for staff who want to use his business as a stepping stone for his own career.

We have many experiences in common, including both being deep thinkers and the visit left me with lots of thoughts and questions about what a trustworthy business looks like. The simple answer is that he was going to take many years to build it and would find out as it developed. But I can say that trustworthiness for Giapo includes:

  • Consistently delivering a quality experience that is like going to theatre for the eyes and taste buds. I have never seen anyone leave disappointed;
  • Passion for delivering something of quality including his relationships with staff and the products.
  • Passion for his staff and helping them make what they will from the work experience and wishing he could do more with and for them.
  • Helping his staff develop ideas, for example he runs Chef’s Table gelato degustation evenings and VIP evenings (they were set up for one when I was there) which includes matching music to the course, something one of his students is studying.
  • Having a genuine passion and compassion for his customers (and friends) that never wavers, Giapo is who and what he is, not someone living a persona.
  • Making sure that he looks after himself, his health and fitness so that he can be well in order to run his business to deliver the trustworthiness he aspires to.
  • Recognising the importance of family, that includes those of his customers (friends like me and my family) and of course his own, those here and those back home in Italy.

There is something I deeply admire in people like Giapo. There is a sincerity and depth of purpose that he strives for every day, rain or shine, winter (not the best time for gelato) or summer, year on year.

It is a desire to be the best and continue to push the boundaries of what that means, each and every day and he has now done that for years past the use by date at which 80% of businesses go broke. He has proven that it is sustainable.

I’m not saying it has been easy. It’s tough when you are creating a unique business with a unique set of values and direction. Where ultimately you want your business to conform to a set of ideals. Where, if you consistently over-deliver on your promise of a wonderful experience and people trust you that if they tell their friends how great it was, they will confidently wish that same experience for their friends.

Like fractals, (something Giapo used to tell me about years ago, that branch out like pretty ice crystal flowers) customers all over the world would say “If you go to Auckland, New Zealand, you really have to go to Giapo in Gore Street. It will be a highlight of your trip.”

Anyway, enough of that, it’s a beautiful day, go and visit Giapo and let him know I sent you.

Superbowl2018On the way back to Sky City to pick up the car I borrowed, I walked past a noisy bar with an American flag outside. It sounded like there was a show on, so I walked a bit closer to see what was happening. Yep, you got it, Super Bowl 2018. I’m not sure whether the audience was that worried about whether the Eagles one. Heck, I’ve only ever changed planes at the airport there on my way to or from Ithaca NY, but we love our sport in Auckland and despite the showers, it was a great day for sitting in a bar watching sport on TV.

Off I went home to do my thing, working on recording my second track for The Cancer Diaries, my charity music EP and Music Videos for cancer patients and their supporters, a bit of writing on the two books I am working on and pondering with my wife on the nature of trustworthiness as a pillar foundation for a business.

I have 2 questions for you:

What does trustworthiness mean to you in business? ; and

Have you been to Giapo yet. Looks like a great day for it today.



It’s Hard For Retailers To Embrace New Mobile Marketing Technology

I’ve been engaged in a conversation in a mobile marketing group LinkedIn discussion where people involved in solutions such as mobile coupons are complaining that retailers are intellectually lazy and not looking to embrace new technology.

I argued that most retailers focus on BAU (Business As Usual), working in their business employing strategies and technologies they have used for years, which they understand and can deal with. They do not spend anywhere near enough time working on their business, including strategies to embrace new technologies.

sold outMany retailers have been hurt by one-day deal companies, where they gave up 50% and more in GP in the hope that if they gave great service, they would win new loyal customers. Of course we now know that didn’t work and the only ones that made big money out of it were one-day deal companies. They didn’t have to invest in inventory or carry any risk to speak of.

I’ve presented at a number of conferences on the topic of mobile and location based marketing. What I found really sad was that of all the delegates, the number of retailers at these events could generally be counted on the fingers of one hand.

I’ve been looking at how I could help retailers, particularly in New Zealand and Australia with solutions available today in a cost effective way. I think I have come up with a solution, but its going to take me a fair amount of time and money to deliver.

I will start in the area of Travel and Tourism, largely because they are more focussed on customers who are actively looking for services and new experiences and the industry is used to investing to win new business. Their market is also tough and the traditional business services continue to largely support those who own the systems, ie reservation engines, directories, commissions to tour operators, rather than retailers themselves. These businesses are easier for me to access and easier to quantify direct ROI. Also the individual transactions often have a higher dollar value, so if I can demonstrably increase their cashflow and profit and share in the gain, I can recover my costs more quickly.

I was thinking about how hard it is to get retailers out of the shop to talk to them and from years of calling on owner operator retailers in the past, trying to talk to them in their own environment with customers in store, that’s all but impossible.

So I’m thinking retail readers, if there are any here, and would welcome your feedback on the best way to get in front of you and your peers. The problem is that most of them will never read this. The majority do not attend retail conferences, they don’t even participate in their own main-street organisations. They don’t even do something as simple as co-promote their neighbours. I remember years ago hearing Mark Blumsky (past retailer and Wellington Mayor) talk at the New Zealand Retailers Association conference about how he collaborated with his neighbours by giving away free coffee coupons at the next door cafe to people who bought shoes from him and the cafe gave discount coupons for shoes to their patrons. Leading retailers (because they were at the conference) all talked about it during the lunch and coffee breaks, but I don’t know if a single one of them ever emulated the exercise.

We have amazing free services such as Foursquare and people have probably used one of these apps to check into your store. They may even be your Foursquare Mayor, but you probably don’t even know what Foursquare is.

You need to embrace mobile technology and I want to help. But you’re probably not reading this, so you will have to wait until I have helped some other people first. If you are reading this, leave a comment, connect with me and others who want to see Australasian retailers thrive and grow in this exciting new world. Learn at your own pace, but please step outside of BAU and do something. One little step a day is 365 steps a year and that’s quite a lot.

Planning a Road Trip

Yesterday I wrote a blog called Location Based Lessons from FIT USA Road Trip and I am going to write a series of blogs about this experience.

At first it wasn’t going to be a road trip. As a songwriter I wanted to go to Memphis and Tennessee. I also wanted to go to places that neither I nor my wife had been, so all our experiences would be mutually new.

I would have loved to go to the Country Music Awards in Nashville, but we were too late to get tickets and accommodation in and around Nashville was up about 400% during the festival week. I googled tours for the Tennessee area and the awards and came up with pretty much nothing. There was a tour from Australia, but I really didn’t want to spend a couple of weeks with Aussies. It turned out there was a NZ tour going, I actually met them randomly in Chattanooga including getting a hug from the fantastic fiddler Marian Burns, who had so much fun playing that she had lost her voice. It was odd being in a country where people think NZ is either in Australia or somewhere below Wyoming, one woman said NZ is fabulous, they have some amazing homes in the Balkans, but I digress and she was from Alabama:)

So I contacted a few travel agents in Auckland. I visited a few and asked for brochures for the USA. No one had anything other than cruises. I then went on websites and phoned a few, saying I would like a rental car and to basically do a 3 week driving tour, focussing on Tennessee and Mississippi, based around music and history. What could they do for me. I quickly found out that they had no experience in the USA and the options they came up with made very little sense and were hugely expensive. They were not particularly helpful and their ideas ranged from fly to Chicago and drop the car back in Kansas to why don’t you do a tour of Canada. Their quotes for flights and rental cars were way above retail. They didn’t tell me about interstate drop off fees and I ended up doing half the work for them and still found them wanting.

So off to the net and DIY from scratch. The first thing I did was find the Tennessee Tourist Development Department who kindly posted me a tour book and map of the State. This was hugely helpful. I spent a lot of time reading, using Post It Tags and looking on Google Maps. I searched some car rental sites and found that Thrifty had the best deals by far and I managed to get a Ford Escape SUV for under half of the best prices that NZ travel agents offered me.

The next step was, while I wanted to be a FIT traveller, I needed somewhere to crash on the first night in New Orleans as we were arriving around midnight. I installed the Booking.com application which was recommended to me and booked an airport hotel, The Days Inn, for the first night, a couple of weeks in advance. I didn’t want to pick up a rental car in a city and start driving on the wrong side of the road at midnight after about 30 hours of travel and little sleep. The nice thing with Booking.com is that you can book and provide your credit card details, but in most cases if you cancel within a certain time, they don’t penalize you or take your money.

I also installed TripAdvisor on my iPhone and iPad which was both my lifeline and my nemesis. More on this in upcoming blogs. I relied heavily on the reviews on TripAdvisor and they never let me down. TripAdvisor was the best app I used on the whole trip, but it was incredibly time-consuming. It told me that The Days Inn was closest to the airport, had a free shuttle to the airport and that many rooms had noisy air conditioning. I figured we were going to be so tired it wouldn’t matter and I was right.

TripAdvisor is an excellent location based services application for not only acccomodation, but also places to eat and things to do. Of all the apps I used, this was the best, but it still left me wanting. This was a great lesson for me as a location based services and mobile data evangelist, eating the dog food so to speak. As I mentioned in the previous blog, I have learned so much on this trip and the big lesson is that if you are not a geek, then you have a massive learning curve with mobile data location based apps as available today. If you are a developer, particularly down under, you have brilliant opportunities to develop new applications that are more user friendly, and I can help.

mPass iPhone App

I then started planning for the next 2 nights in Louisiana, which I will discuss in my next blog. I will mention that we placed a bid on MyAirNZ for a Skycouch as this was my wife’s longest flight to date (Auckland to Los Angeles) and we had 2 more flights straight after that to get to New Orleans. We were told that we could bid for upgrades using airpoints and considered that as an option but looking at the Premier Economy that looked really impressive (and obviously felt so, looking at the big grin of a retired senior politician beaming at me from one of them on the return flight to NZ) they didn’t allow you to lie down, or get anywhere remotely like that. If there are two of you and you are happy to lie down in spoon position, I’d go with the cheaper Skycouch option and note that if they are not all sold, they get cheaper the closer you get to the flight, although there is a risk that if you wait too long you miss out.

I also installed Air NZ mPass on my iPhone which I also strongly recommend you add to your smartphone. It was quite helpful at times, which I will also explain later, at least when it comes to Air NZ flights, but not very helpful for code shares where it pretty much failed.

In my next blog I will discuss my next two days and how the American tourist and hospitality industry is getting really well-connected when it comes to mobile apps, social media and web sites, but there are major disconnects between having the apps and doing something with them. They appear to be ahead of New Zealand when it comes to business prescence on apps and websites, which is something NZ travel and tourism businesses need to address, because inbound tourists are going to have expectations I don’t believe we are meeting. A large percentage of those tourists will have smartphones and expect more. On the other hand, whilst everything looks wonderful, many properties pay lip service to social and location based media after they have invested in the technology and completed the app sign off. This is a similar attitude that many properties have to their web sites. Build and forget.

Want to know what happens next? Subscribe to this blog and wait for the next one which won’t be far behind.