John Hersey Leadership Blog

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A Taste of Wine

Beverly and I began our journey of creating Our Best Year Ever by
taking a week off to tour California’s Wine Country. Hey, part of
this whole program is having some fun so why not start there.

We visited a number of great wineries in Mendocino, Napa, Sonoma
and the California lakes region with some friends. One winery in the lakes region stood out, not for its wine, necessarily, but for how it miserably failed to deliver on a tremendous possibility.

This was a breathtakingly beautiful property, right on the lake with a luxurious Spanish Hacienda-style structure. The wine maker had a rich history and an international reputation. The product (wine) was exceptional. The tasting room was well designed and inviting. And, it had an intriguing story around its organic and biodynamic grapes (biodynamic is like organic on steroids). It had all the makings of a winner.

On two separate days we visited the tasting room, only to find the same lackluster, disinterested, detached and unwelcoming people serving this terrific product in this distinctive setting. To say they dropped the ball would be a gross understatement. The experience made us wonder how many of our customers, how many businesses, are working so hard these days to make their mark in
a challenging environment only to blow it by having the wrong people deliver the ultimate experience. Or, perhaps they have good people who just need some guidance, some training and some higher expectations relative to their impact on the customer.

This appears to us to be one of the simpler challenges for any business to handle—hiring the right people, people with a positive attitude who have the capacity to demonstrate a modicum of gratitude that the customer took the time to stop by their establishment. With all the layoffs you would think it would be
easier than ever to find people who enjoy their work, like serving customers and take pleasure in making customers feel welcome and appreciated.

This is apparently not the case, at least not at this winery. This is a sad example of a company doing 99% of the work brilliantly while ignoring the final, and most important, 1%, the ultimate customer experience.

We write and speak about the need to be an Unforgettable Leader. We have said this before, but an average product in an average setting and delivered in an unforgettably positive manner will demolish the competition in most cases. Sadly, not even a wonderful product or beautiful setting can take the spotlight off horrible service.

Before you go home tonight give some thought to the people you have interacting with customers and prospects. Do they make you product and business glimmer like a high price diamond? If not you might want to give that last, and important 1% a little more of your attention.

Comments?

Feel free to pass this post on to others.

Our friend Wayne Tall passed away recently. It was sudden and swift, just the way he wanted it. Beverly and I just returned from his memorial service. Actually, it was more of a celebration than a service. It was a party at one of his favorite restaurants.

Several people told amusing stories about Wayne. He would have enjoyed this. It made me think. Wayne was an extraordinary man.

He adored, admired and totally respected his wife, also a “Bev”.

He loved his children and was a devoted grandfather.

He was an engineer in every sense of the word. He was building an airplane in his garage. He applied his engineering background and wood working skills to create and build wondrous presents for his grand daughter.

Wayne 1, Boulder 0

He was a 4-wheeler, always the first to suggest the group take the steep, dangerous climb, despite being 10-20 years older than the others.

He was a connoisseur of food and wine. He didn’t just like to prepare and consume great food, like me, he analyzed it, dissected it and took great joy in discussing flavors and tastes and which side of the hill the grapes were grown for a particular vintage. He could choose the perfect wine or beer to follow a hike, 4-wheel adventure or a five course dinner.

I don’t think Wayne would mind if I suggested that he was also an extraordinary Contagious Leader. He was involved in activities for which he had great passion. Once involved, he took a stand, never being fearful of expressing a strong point of view, making a significant difference, always setting and accomplishing goals, improving his skills and acknowledging others.

At his celebration one of his friends reminisced about a time when he and his wife had hiked one of the truly great mountains in America. Following the hike they sat at the base of this majestic mountain, watching the sunset while enjoying a beer and glass of wine. They thought of Wayne as they turned the bottle of beer on its side and read the label, which said: “Life is short, don’t sip.”

How many of us, leaders and aspiring leaders, are sipping, being careful not to take in too much, being cautious, ever so suspicious, not extending ourselves, not enjoying the full measure of every moment, every opportunity, every challenge?

Not Wayne Tall, not our friend!

John & Bev

Tom Antion and John review internet strategies

I just spent the weekend at Tom Antion’s Retreat Center ( http://www.greatinternetmarketing.com

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) in Virginia Beach. We have taken on the internet in a big way and Tom is a world renowned internet marketer, great teacher and good friend.

Internet marketing is not about speaking or mentoring but it is a skill that we’ll need for our business over the next 10 to 20 years. Beverly and I are always looking to learn new skills that help us make a difference for our clients. If it is internet marketing you need to come up to speed on, we are happy to recommend Tom Antion. By the way, the weekend retreat at his mansion in Virginia Beach is a ton of fun.

John