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Archives for June 2006

The Chicken Soup Nazi

I had an interesting “Soup Nazi” experience at the Farmer’s Market today. The woman selling organic pasture-fed chickens became really rude to me because I wasn’t standing in line properly. I had visions of my teacher yelling at me in first grade during an evacuation drill (I was born in the Soviet Union – for anyone that doesn’t know me), during which we needed to line up in a single file line. I didn’t like to be talked down to at as a seven year old and I don’t like it now.

Yet I thought she was simply having a bad day, so I smiled and collected my chicken. She proceeded to short me $5 on the change. When I told her of this mistake, she began yelling at me. Then she told me that she knows what I look like and might not sell to me again. “Is this really about me?” I asked. She just gave me a dirty look.

Now, Hoffman Chickens are the only regular organic pasture-fed chicken suppliers at the Market. Marin Sun Farms, the other supplier, only brings in chickens on a rare occasion for double the price. I had a dilemma. Somehow I stayed calm and made a gut decision I gave the woman her chicken back and collected my $. All I wanted was a chicken and friendly service. All I got was the chicken. It simply wasn’t good enough. A few people came over to me and said that’s how the woman is all the time. She is “grumpy” said one of the other vendors nearby.

I remembered the Soup Nazi again. He thought his soup was so good that he didn’t need to be nice to his customers. The chicken lady sells out every week and has very little competition in the organic pasture-fed chicken market. She places a lot of value on the quality of the chicken and no value on her customer care. It’s a short-sighted strategy. One day she will find herself with lots of chickens and no customers. It makes sense as she does care more about the chickens than her customers.

The story ends with me going to the Marin Sun Farms stand and pre-ordering more chickens from David, one of the friendliest sellers at the market. Hoffman Chickens lost a customer. Marin Sun Farms gained a customer despite their less frequent delivery and much higher prices.

I learned a lot from this experience, but most of all I was reminded of this mantra:

Place a high value on the experience of your customers in your selling process. How you sell is a big part of your branding and the perception your customers will have of your business.

** Does your selling or client attraction process match the personality of your business?

** How can your selling process reflect more of your brand and come from a place of integrity?

Mistaken Identity Tragedy

Only a true story could be so unbelievable. I can’t even imagine being the paren’t of one of these two girls. Their emotional rollercoaster is inconceivable to me.

_____________________

Mistaken Identity Follows Tragic Crash 
by Russell Working and Tim Jones
Tribune staff reporters
May 31, 2006, 8:15 PM CDT

GRAND RAPIDS, Mich. In a tragic case of mistaken identity, the family of an Indiana college student believed to have survived a multiple-fatality crash in late April said Wednesday their daughter was dead, while the paren’ts of a student thought to have died in that collision learned their daughter was alive in a Michigan hospital.

The sad and extraordinary story came to light on a Web log set up by the family of Laura VanRyn, a 22-year-old student from Caledonia, Mich. Her relatives had kept a five-week vigil at the Grand Rapids hospital bed of a young woman they thought was their daughter.

Uncertainty about the woman’s identity grew this week as she regained consciousness, and dental records confirmed the student the VanRyn family had been watching over was actually 18-year-old Whitney Cerak of Gaylord, Mich.

The Cerak family had unknowingly buried VanRyn on April 30, in the northern Michigan woods about 180 miles north of Grand Rapids.

Our hearts are aching as we have learned that the young woman we have been taking care of over the past five weeks has not been our dear Laura, but instead a fellow Taylor student of hers, the VanRyns said on their blog.

Authorities in Indiana were trying to unravel the heartbreaking mix-up on Wednesday, five weeks after five people including four students from Taylor University, a small evangelical Christian college in Upland, Ind. were killed in a crash on Interstate Highway 69, near Marion.

Confusion apparen’tly began in the hectic moments after the deadly April 26 crash involving a semi-tractor trailer loaded with baking flour and the Taylor University van, returning from nearby Ft. Wayne. Grant County (Ind.) Coroner Ron Mowery, whose office handled the death investigations, apologized during a news conference Wednesday for the mix-up.

He described an accident scene where purses and wallets were strewn about and that acquaintances of the students had identified the survivor taken to a Ft. Wayne hospital as VanRyn. He said no scientific testing was conducted to verify the identifications.

“I can’t stress enough that we did everything we knew to do under those circumstances, and trusted the same processes and the same policies that we always do,” Mowery told reporters in Marion, Ind. “And this tragedy unfolded like we could never have imagined.”

The truth about the identities of the two young women began to take shape in recent days, as the VanRyns watched Cerak slowly recover from serious head and neck wounds at a Grand Rapids rehabilitation center for victims of brain damage. Bruce Rossman, a spokesman for Spectrum Health System in Grand Rapids, said the VanRyn family’s doubts mounted as Cerak gained more awareness of her surroundings.

They said a couple of times they called her Laura and she said, “No, Whitney,” Rossman said.

“Acting on suspicions, the two families conferred on Tuesday,” Rossman said, “and requested dental records be checked. By Tuesday night the families knew the young woman was not Laura VanRyn. Twelve hours later, at mid-morning on Wednesday, dental records proved the recovering woman was Cerak.”

Rossman said he did not know the specific nature of Cerak’s injuries or the extent to which her identity would have been obscured by wounds, bandages or other markings. “There was some general trauma associated with the accident, including bruising and swelling,” he said. The families issued a joint statement Wednesday, saying these two wonderful young women shared a striking similarity in size, hair, facial features and body type.

Our families are supporting each other in prayer, and we thank our families, friends and communities for their prayers, the families said in a prepared statement.

In Laura VanRyn’s hometown of Caledonia, Mich., friends and residents were stunned. Memorial Day flags were still flying along Main Street in Caledonia, Mich., a community of 1,100 people, when the local schools sent home a flyer saying Laura VanRyn was dead.

Monte Munjoy, a middle school physical education teacher who knew VanRyn, said teachers were given the news at a staff meeting and everybody’s jaw just hit the floor.

“We thought she was the sole survivor of the accident,” Munjoy said.

Brenda Tuttle, whose son attended school with VanRyn, called the news devastating.

“You can’t imagine losing a child, then you think your daughter is gone but she’s not, or you think you think your daughter is alive but is not,” Tuttle said. “I can’t imagine how you would handle something like that.”

Five weeks ago the local newspaper in Gaylord, the Herald Times, published an obituary for Whitney Cerak. It read, “She lived a wonderful, full, but short life.” The casket was closed for her funeral.

Now the bedside vigil has changed, with Cerak’s mother and aunt tending to the 18-year-old.

Is $300 better than $1 mil?

Half Arsed Ideas thinks so. In his post, Anthony describes how his favorite band (The Grates) decorating the stage with $300 worth of balloons is perfect for their audience. U2-like $1 million dollar pyrotechniques wouldn’t be.

“So the next time you’re trying to create an idea out of thin air: Don’t think big. Instead give some thought about what small simple thing will provide a perfect solution fit for your business or project and you just might save yourself some cash as well as meet the true expectations of your customers.”

What’s the simplest thing can you do today that would appeal to your clients? What’s your $300 worth of balloons?

Thank you for the reminder, Anthony.

Intuition in Business

Children are amazing teachers. They have a natural ability to get to the heart of the matter. They listen to their intuition. We have a lot to learn from them for ourselves and our businesses.

Drawn! pointed me to a clip that reminded me of this notion.

* What is your intuition telling you about the direction of your business, product, service or current marketing campaign?
* Is this aligned with your value system?
* How can I market my business to the intuitive nature of my clients and not their conditioned responses?

The Wave of the Future

Lynn Kindler asked a vital question of how can we show and act our beliefs through the actions of how we lead our lives?

Yes, we can all do something for what we believe in.

* We can decide to work on ourselves and influence others not by preachy force but by the powerful resonance of our voice, our words and our being

* We can commit to our businesses being more than about profit

* We can consciously decide not to put our dollars into developments, chain stores and gas guzzling cars.

* We can blog about how we want to see the world, our businesses and our leaders

* We can be the revolution.

The ripple we create today can be the tidal wave of the future.

Transformation through Technology

Michael Bungay Stanier points to an article on Ray Kurzweil theory on the transformation of the human race through technological advances.  “We won’t experience 100 years of progress in the 21st century – it will be more like 20,000 years of progress at today’s rate.”

“In practical terms,” Kurzweil added, “human aging and illness will be reversed; pollution will be stopped; world hunger and poverty will be solved. Nanotechnology will make it possible to create virtually any physical product using inexpensive information processes, and will ultimately turn even death into a soluble problem.”

Wouldn’t that be something?  Or would it?