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An Enlightening Conversation

During the week I had an enlightening conversation with my kids.  We were driving to one of the many extracurricular activities they are involved in and I mentioned that I needed to go the servo to get some fuel for my car.

Enlightening Conversation My enquiring daughter said “Dad, why is it called a servo?”

I said “Well… servo is short for service station”

She said “Why is it called a service station, all they do is sell petrol?”

I said, “Yeah.  But it wasn’t always like that.  Years ago you used to go to the service station and you could get driveway service, where an attendant would come out, put the petrol in your car, check your tyres, wash your windscreen and provide any advice you might need on additives for your car, suggestions around general maintenance and things like that.  That is why it was called a service station.  They provide a service for your car”.

My daughter then said, “That sounds great.  Why don’t they do that anymore?”

I said “I don’t know sweetie.  I expect it is an extra expense to the owner and with the price of petrol they can’t afford the extra wages”.

A light bulb went off and it got me thinking.  How many things did we used to do, the things that set us apart in our business or industry but we don’t do anymore because we are too busy.  Or maybe we let things slip because everyone else did so it became the new norm and it is no longer expected.

The second enlightening conversation for the week came the next day when I was talking to a guy who is in a service based industry and he said, “Some customers just don’t get it.  They want to stand around and talk but I just don’t have the time”.

I asked what did they want to talk about?  He informed me that they would ask about the new technologies in his field.  The impact this would have on them.  What they needed to do and so on.

Another light bulb went off.

All of these questions were legitimate.  Fair and reasonable questions I thought.  But for the gent I was speaking to his KPIs dictated he needed to do so many tasks in an hour or a day and talking to customers, engaging with them and ensuring future and return business was not one of his KPIs.  So he doesn’t do it and probably much worse he resents his customers for expecting this of him.

The third enlightening conversation came last night when we had some friends over for dinner.  During dinner I mentioned the “servo” conversation.  This sparked all sorts of fond memories and stories of the people we had met over the years.

What was interesting was the ladies at the table exclaimed that they would drive out of their way, right out of their way, to go to a service station that filled up their car, washed their windscreens, etc.

The gents at the table were far less interested in the service but we more interested in the fact their wive’s car would have fuel in it and they wouldn’t have to put it there.

So the impact of the light bulbs?

CONTRAST affords us the opportunity to bring back some aspects of service that have been dropped that will again set us apart.  RECIPROCITY will allow us to invest in others that will enhance our relationships.  It will build a loyal community who will go out of their way for the extra things only we provide – right out of their way.

Hmmm.  Providing a service that is implied in what we do.

A servo that delivers what it is says – service.

I wonder if that will ever take off?  According to my female dinners guests it would be raving success!

P.S. I know servo’s still provide products we can buy and services we can use but compared to the service of yesteryear I don’t they they live up to their brand promise.

Would you drive to a servo that had an attendant?  

What service can you bring back to invest in your community – not because you “have to” but because it will take you and/or business to the next level.

 

 

Photo Credit: freedigitalimages.net/hin225

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Do you wave?

As you know I took two weeks off and went to the Northern Territory with five mates to chase the illusive Barramundi.  The fishing was good until the wind set in but the company was always first class. 

The drive to our destination was a long one. Three solid days of towing a boat; 3000 kilometres one way!  For those who have driven in the outback of Australia, actually anywhere 100 kilometres or so from the coast, you will have noticed that when you pass an oncoming vehicle the driver and sometimes the passenger will most likely wave.

Having grown up in the country I am accustomed to the wave and its many variations including, the single index finger raise, the two finger raise, raising of all fingers on one hand while still holding the steering wheel with the thumb, the full hand raise, the head nod, the hat tip and every type of combination in between.

Do you wave

I remember first inquiring about the wave well before I was ten.  My father told me it was customary to wave to people on the road.  Therefore I grew up thinking this is what we do.  I came to understand that it creates a bond and a sense of togetherness often in the middle of nowhere, even with people you have never met.  It especially has a great impact when the person waving back was a neighbour or friend.

As a child I loved it when a milk tanker would go by and we would make the universal “pulling of the horn signal” and the driver would sound his horn or when a sugarcane train would pass and we would use the same signal to get the driver of the loco to sound his horn.  Each time resulting in cheers and waves from the kids returning the gesture to the driver.

On my six days of driving to the NT I had time to ponder and test the wave.

RECIPROCITY says that if someone waved at me I should wave back.  If I waved at them they should wave back to me; and mostly they did.

LIKING dictated that when a vehicle with a boat was heading the other way we should wave because of what we have in common; and we always did.

CONSENSUS dragged in the backpackers and I think they just waved because everyone else was doing it. I have no doubt many will go home confused about the strange ritual.

When a truckie with a four trailer road train waved you knew that an AUTHORITY was acknowledging your effort to make way for him and his oversized load.  I saw many drivers who didn’t make an effort to make space for the massive load and in that circumstance the wave was replaced with a physical challenge of seeing how close the truckie could get to their car without actually clipping it (another type of RECIPROCITY).

Even when I was tired I still waved because that is who I am, a person who waves, so CONSISTENCY says I have to keep it up for all drivers; and I did.

SCARCITY was of course ever present and when I waved and did not get an acknowledgement  in return this was met with disparaging comments such as “city slicker” or “I hope you don’t get into trouble buddy”.

But with all good things…

As is the case with all good things and just as I had observed as a child the closer we got back to civilisation and the bigger cities the less people waved.  Even from people who would wave in the county they would not wave in the city.  Why?

My father pointed out to me as a child if you are stuck in the middle of nowhere, broken down and needing assistance, you want to be a member of that community.  You want to know that you are not alone and part of something bigger.  You also know that if you pass someone who needed help, who knows when the next car would be along.  Therefore implied in the wave is a willingness to join a community and jump in and help when needed and I saw numerous examples of where people had stopped to help each other, inspect damaged trailers and vehicles at service stations to give their advice, or where they just stood around to talk about their journey and the hardships they had endured.

This outback bond is a great aspect of our country and I am grateful to be reminded that it exists.

But, and there is a but.

The greatest impact however was when I came back to the city.  Where I don’t need to wave because I have access to the breakdown service and hence no need for the community.  I don’t need to connect with people in front of me with a wave because I have service on my phone and the all the social connection it brings.

My two weeks living off the grid with no phone or internet was quickly shattered with the news of the real world.  Politicians spouting negativity.  Protestors assaulting people.  The general disconnect of the modern world.

Sure you have Facebook, Instagram and everything else but try waving to someone on the street.  Talk to you neighbour or co-worker.  Ask them how their weekend was.  Maybe even stop and help someone you don’t know.

In the field of persuasion we know it is what you do first matters most.  If you wait for someone else to wave to you first you may never get one and that goes for any other type of behaviour change as well.

So give it a go.  Give someone a wave and watch their face light up (probably with confusion but light up all the same).

 

Thanks for allowing me this little journey down memory lane and back again.

A hat-tip, nod and a wave to you!

 

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Confusing Messages = Bungle

Recently I was driving along and the car pictured below passed me.  I read the sticker on the back windscreen and the confusing message left me wondering was this a bungle?

Confusing Message

For our international readers the Commonwealth Bank is one of Australia’s major banks and this year is celebrating its 100th Anniversary of being in business.

The thing that caught my attention was the statement “Our gift to you.  Brisbane North Branches”.

The next line of text read “Supporting local communities across Australia in our Centenary year”.

We know from Reciprocity that we feel compelled to give back to those who have given to us first.  We also know that the most powerful gifts are those that are meaningful, customised and unexpected.

Now to my confusion.  Yes I get the bank has been around for 100 years.  Yes I get that without the branches it would make some aspects of banking more difficult.  But is opening offices, which are the gateways to your business, a gift to your customers?  As a business that reports billions of dollars of profit each year, is giving the branches to the community something that is meaningful and customised or it is part of doing business?  I am undecided on this one.

I like the line “Supporting local communities across Australia”.  I don’t think “in our Centenary year” is the best finish.  Does it mean they haven’t supported the community for the whole 100 years.

It is certainly better than the tag line of other philanthropic organisations that say “Giving back to the communities we serve”.  Because to give back you need to take first.

So my point is, I get the supporting message.  I get they have been here for 100 years.  I am not sure the gift of branches is the best they can come up with.  Especially with the increase of internet banking.

I am not nor ever have been a customer of this bank so maybe I am missing the message.  Maybe I don’t appreciate what they have done because I don’t use those branches.

Help me out.  Am I being too harsh.  Do you think it draws Reciprocity to the surface?

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