Tuesday, January 13, 2015

Which Side Are You On?

One of the things I appreciate about the past holiday season was the availability of many football games and the time to watch quite a few of them. I hesitate to use the word “enjoy” to describe my football watching experience since the level of enjoyment seems to tie to the outcomes of the games directly.

Anyway, one aspect of a football game that not many people pay attention to, but is always interesting to me, is the coin-toss at the beginning to decide which team will have the right to determine how the game will start. The conventional wisdom is that the team who won the coin toss will have certain advantages, but do they really? The decision made after winning the coin toss can be the “right decision” only if the subsequent “execution” justifies it, so how important is winning the coin toss really?

I am sure we all heard about the saying “There are always two sides to every story” or some variation of it. It is your side of the story against my side of the story and we often argue and fight and can never settle on what is the correct side of the story. Just like the coin toss, even if you win the coin toss, or your side of the story wins out, the outcome may not be what you envisioned.  Some wise person actual said this: “Don't believe in everything you hear or you see; there are always three sides to every story: your’s, mine, and the truth...”

In work situations, especially regarding how to solve a particular technical issue, I sometimes find myself arguing about my solutions and my ideas so vehemently that it becomes a mission to convince others that they are wrong regardless of what facts and information were presented. Not only didn’t I seek the “truth” side of the story, I didn’t even evaluate the other side of the story. Often times I will win the battle and lose the war. I think there is a lesson in there somewhere for me.

If you are a die-hard football fan (or an unfortunate Lions’ fan), you may remember the famous “We will take the wind!” choice by the Lions’ coach Marty Mornhinweg in 2002 after winning the coin toss to begin the overtime in a game against Chicago. (If you don’t, follow this link:  http://www.prideofdetroit.com/2007/6/20/235816/387). There was some reasonable logic behind the choice, but the outcome (another Lions’ loss) dictated that the choice was a “dumb” choice because the subsequent execution of the logic behind the choice totally failed. So winning a two-sided coin toss may be nice, having the ability to see your side of the story, my side of the story, and seek to know the truth of the story will be a better way of achieving success, no matter if it is a football game or solving issues at work.

Happy New Year!!

Thursday, October 16, 2014

I want It!!

It has been a few weeks now since the iPhone 6 launch, and my questions are: “Have you gotten one yet?”, “Are you one of those people who stood in line for hours on the first day to get one?”, and the obvious follow-up question - “Why?”

Of course depending which side you are on (i.e. “I need to have it right away!” versus “you are crazy!”), the answers to the “why” question will be drastically different. But, it is really a good question to ponder. Why would people stand in line for hours (or days) just to be the first to have it (and then drop it accidentally and break it, like the guy in New York)? I am not a psychologist and I can’t really analyze this question and provide any good explanation. However, what intrigues me more is why the iPhone 6 is so attractive to certain people that they are willing to spend hours of their time standing in line to get one? It does not matter what Samsung claims is the next BIG thing, no one seems to be willing to stand in line for a new Samsung phone; even though the Samsung phones may have had the features iPhone 6s has more than two years ago and the new Samsung phones coming out have unique features that are more advanced.

Well, I believe it is the infamous “it” factor that sports people like to use to describe why some players are superstars or always seem to win. They may not be the strongest, quickest, most skilled athletes but they just win. So iPhone has “it” and its competitors don’t, and why is it? Do you remember when Apple almost went under as a company? Before iPods, iPhones, and then iPads came along and totally changed the use of these “smart” devices in the marketplace and saved the company? Apple basically created new markets with these devices because they are innovative, unique, “easy to use” by the non-techie customers, and they became trendy and “cool” for young people, i.e. they drew new groups of customers and  also converted a lot of people from using the perceived “outdated” technologies.

Even in the automation world, wouldn't it be great if customers were beating down companies’ doors to buy their products? It is paramount for companies to create innovative, unique products that meet customer requirements, and on top of that, make them easy to use by the employees they have. In other words, producing better (even much better) “me too” products is good but will not generate the excitement necessary to create the paradigm shift required for customers to move away from using products from their existing automation providers. Companies need to figure out the pain points of their potential customers and create unique and exciting solutions to sway them to their camps. It will require automation companies to take risk, to try new approaches, to think differently, and to act differently. Manufacturing people tend to be more conservative and resistant to change; and the responsibility is for automation companies to get them enthusiastic about the products and solutions and win them over. I am glad that Mitsubishi is heading that way with emphasis on custom solutions and striving for new ideas.

Well, I did get my iPhone 6 Plus, and no, I didn't stand in line for it. I checked the availability using one of those websites updating the inventory information on iPhones in my neighborhood, called to reserve it, and went into the store and got it. I did run into a young man ahead of me at the register all excited about getting one, until he found out that he was not “eligible” to get one until three days later since his two year contract with the Cell Phone company had not expired yet. The look of disappointment on his face was quite pronounced. We will need to strive to make our products so popular and demanding that our customers will have the same look of disappointment when they cannot get our products because we ran out of stock.

Wednesday, June 25, 2014

This is my spot!

My wife and I joined a health club a few years ago, and it was a very good decision since it provides us opportunities to be more active and stay healthier. We used the club a lot, quite a few times each week actually. One thing I started doing, not long after we joined, is to participate in “Group Fitness” classes. One advantage of taking these classes, no matter they are cardio, Yoga, weight training, or other special classes such as Insanity, is to help us become more committed to exercise since there are set schedules to follow and defined length of time to do all the jumping, twisting, lifting, sweating, … without quitting (it is kind of embarrassing to walkout in the middle of a class, isn't it?) Discipline is the key to exercise, right? And taking these classes definitely helps us becoming more discipline.

Another thing I learned from taking these classes is that most people have their favorite spots in the classroom. I guess it is understandable if one takes the same class week after week at the same time on the same day, one will feel very comfortable occupying the same spot in the classroom to do the exercises. We are all creature of habits! What surprises me is that people become very “territorial” about “their spots!” When there are new people in the class, unknowingly taking the spots of regulars’, the atmosphere become “tense” and funny looks and cold stares are exchanged. For the most parts, that is the extent of hostility until recently, an instance of “invasion of my spot” escalated into verbal confrontation and throwing of exercise equipment between two people, Wow! Really? Over a spot to exercise? I though we suppose to exercise to release the stress and not to be stressed by coming to an exercise class witnessing people fighting over a spot.

We are all territorial in many ways. We don’t like people telling us what to do or how to do things; we want to tell them to mind their own business and don’t get into our space. We know what we are doing, we like the way we are, and the way we handle things are perfect! If my “spot” is a PLC programming expert, who are you, a new comer to the project, going to tell me a better way to program? I am in my comfort zone, and how dare you to disturb my comfort? I have been doing servo applications for 20 years, and you are taking my spot on the project team? Seriously? Cold shoulders are the least you deserve, we murmured in our minds. Hopefully we don’t see any “throwing of PLC equipment at each other” in these situations, but purposely not cooperating with others or sabotaging the progress of the overall project is just as bad, if not worse than the actual verbal and physical confrontations. All companies preach team work, but team work will not be real if we are so rigidly protecting a “spot” or “position” and not willing to have any flexibility.
It is almost the time for me to go to my exercise class, and I am going to go early to make sure I get my spot. However, if someone takes my spot, I will do my best to enjoy the class and move to a different spot … with a smile and not a grudge.

Thursday, April 3, 2014

He is too nice!!

Several colleagues and I recently had a meeting with a team of engineers and managers at a customer to discuss some technologies Mitsubishi is developing that should meet this customers’ requirements. We went through the concepts, showed a prototype and mock-up components, demonstrated a new software package, and discussed the plans and schedules. The customer provided comments on the new product ideas, re-emphasized their requirements, and provided some suggestions for improvements. In other words, it was a fairly typical customer meeting, like many I have attended before. However, after the meeting, one of my colleagues made a comment that was very interesting, “He is very nice to us today! Almost too nice.” referring to the manager of the customer team.

This particular manager usually has very strong opinions on many issues, tends to be critical about “lacking the features that he wants” in Mitsubishi products, is always demanding certain products or technologies to be available “tomorrow” so he can meet his project schedule. I am sure we have all run into customers like him, demanding, critical, asking for everything, complaining about the product availability and costs… but he didn't behave anything like that at all this particular day. He was nice, commenting on the new features that he saw and liked, even though the timing does not quite fit his requests, he gave us his suggestions and comments for improvement and his ideas on the development, all in a very cooperative and nice way! You know what, as soon as my colleague made the comment, an alarm sounded within me: This is not good!!What triggered in me, was my past experience as an end user. I had met so many salespeople and been through so many sales presentations on various technologies and products. A lot of times, what the person was selling was interesting to me in general but did not have relevancy to the projects or tasks that I was responsible for. So what did I do? I was polite and courteous, I asked questions showing that I was interested in what they were talking about (I actually was), I made constructive suggestions and comments to them trying to provide some value to the conversations, but the bottom line was that the product or technology did not have direct application for me and would not be used on my projects any time soon. So I was “nice” to them, but that wasn't really what they wanted.

I learned quite a while ago that if a person cares about a particular subject, topic or issue, he or she will show a lot of passion about it, whether positive or negative. When people show no emotion about it, generally it means they “don't care” one way or the other because it is not relevant to them. So I think we are in a bit of trouble with this particular customer and we have to figure out how to “stir-up” their passion toward Mitsubishi technologies again.

We also need to realize that it is not enough to generate “customer satisfaction” any more, it is necessary for us to create “customer enthusiasm” (borrowing an old GM slogan) to make our customers really passionate about our products and be excited to use them in their applications. In order to do so, we have to be innovative, creative, open-minded and understand where customers are heading in the future. Providing solid, reliable, cost effective products and solutions is necessary, but we have to give customers more than that. We have to take back the leadership position in customers’ eyes.

It will be fun but challenging to get there, but I am passionate about getting there and not just about feeling “nice” about it!! Let’s get going!!

Wednesday, February 12, 2014

It is cold, isn’t it?

I have lived in Michigan since 1980, and I must say that this is the coldest winter I have ever experienced. I used to think the temperature in single digit Fahrenheit was cold, but it is nothing compared to -10 degrees! After a few times experiencing temperatures in the negative Fahrenheit territory, it felt like a heat wave when a couple of 20 degree days came around. It is interesting how our perspectives change based on the experiences we have had.

I visited Nagoya, Japan just a few days ago, and it was in the low 50’s and sunny. It felt so good! I walked around without any heavy coat or jacket, just my suit coat. Then I noticed that most people around me not only had their winter coats on, they had scarfs, hats, gloves and were shivering! I was really surprised to see that, and people looked at me funny also, probably thinking I was crazy walking around like I did. When I had a chance to chit-chat with the people at the meetings I attended, a lot of people were curious about how low the temperatures had been in the USA and how it felt to be in such cold weather. After we went through the Fahrenheit to Celsius conversion, I can see the jaws dropped and they were genuinely surprised and couldn’t figure out how people could function in such “extreme” conditions. Interesting, isn’t it? It was cold, but life goes on and we seemed to be functioning just fine, even though there were certainly some inconveniences we had to deal with.

It shows how experiences and perspectives can really influence how one feels, and the biggest problem we have is trying to convince others that their feelings are wrong! In other words, I thought most of the people were wrong for feeling cold when it was 50 and sunny, and they probably thought it was really strange for me to feel warm when it was ONLY 50 degrees. I heard a wise saying one time: “There is no right or wrong in how one feels, it is only wrong to tell someone else how he or she should feel!” I am paraphrasing here since I can’t remember the whole thing precisely, but I think you get the drift.

We should all remember this when we are dealing with customers and working to sell products or solutions to them. I was on the customer side before, and I still remember a supplier tried to convince me to throw away my strategy and direction because he knew better and his products were all I ever needed and he couldn’t figure out why I would go a different direction and use different products. He spent so much time trying to convince me how good his stuff was, how I felt, and what I knew was wrong. I guess he didn’t care about how I felt and tried to tell me what I felt was wrong and what he knew or felt was correct. He never did try to figure out what I needed and how to satisfy my requirements. Needless to say, I didn’t buy his stuff. It is kind of like trying to convince the people around me that 50 degrees was not cold, and they should all take off their winter coats and be like me instead of finding out whether they were warm enough and whether I could offer them my suit coat to make them warmer.
So, when someone says “I feel cold” when it is 80 degrees outside, just remember he is correct, regardless how you feel!! By the way, Happy Chinese New Year! It is the Year of the Horse just in case you want to know!

Tuesday, January 7, 2014

Say What??

I came across an article[1] the other day describing the 10 most irritating filter phrases that one should avoid using: “At the end of the day”, “To be honest”, “If you know what I mean”, “You know”, “Having said that”, “Like”, “Literally”, “I am just saying”, “Seriously”, and “I mean.”

After reading the article, I became quite concerned because I found myself using all of them in my conversations, sometimes even during formal presentations, quite regularly. Not that I use them all at once in one setting, some phrases more so than others, but I can almost hear myself saying these words and phrases without even thinking about them. Other ones that didn’t make the list but are used quite often as filler words in conversation are um, uh, er, ah and similarly annoying words. I tried to consciously not to use any filter phrases or filler words in one of my presentations at one time just to see how I did, and I failed miserably. I really had a very difficult time getting through the whole thing without stumbling with my words. That is probably why there are so many of those filter phrases and filler words in our conversations now. 

Are we getting sloppy in communicating with each other now? I started to think why we used these filter words. A lot of times we use them to emphasize a particular point, and other times, I found myself doing so just to give myself a bit more time to think about what I am going to say before letting the words out. Is using these words really bad for communication?

Now a day, with Twitters and Text Messages, we get a whole bunch of acronyms that are hard to understand, unless you are a teenager or have teenagers at home. So are LOL, KK, W/E, BFF, WBU, TYVM, and GTG any better than the phrases described earlier? Do they make communication more efficient or confusing? Do they make people understand each other better? So how about # tag words? We don’t use # tag words in our verbal conversation, but apparently adding the #tag words make certain subjects easier to search in the “electronic” world. The differences in how we communicate in the “real” world (verbal communication, face to face or phone call) and “electronic” world (texts, emails, Twitters, Facebook) become so drastically different; we lost the proper way of communicating with each other in both worlds. In other words, the common courtesy, respect, proper manners, feelings, seem to be lost in all forms now. Because some people believe they can say anything without consequences in texts, twitters, etc. the same mind set seems to creep into the situations when the persons actually have to say something directly to another person. No wonder we have communication issues all over.

I personally prefer to use the communication manner in the “real” world and even propagating the same manner into the “electronic” world. So it is difficult for me to send short text messages and two-line email messages. I actually take more time to write emails to make sure people will not misinterpret what I say because they cannot see my body language or hear the tones in my voice. Is it the better way? I am sure people have different opinions. I prefer this way because I believe it is better than not having any email etiquette and causing unnecessary conflicts and problems.

So what is the point here? No matter how you communicate, whether using “er”, “ah”, or any filter words or LOL, #tags, please know that there are people on the other side, and proper respect and manners are more important than the styles and methods that are used.

Good thing we don’t have to worry about etiquette, filter words, or #tags in machine to machine communications since there are clearly defined rules that both sides need to follow. May be that is what we also need here to make human-to-human communication more effective.

Happy New Year!

[1] “Stop! Don't Use These Words - They're So Irritating!” by Bernard Marr, an author and Enterprise Performance Expert

Thursday, October 3, 2013

Preferred Customers

People watching at the airport is an interesting thing to do while standing around waiting your flight. There are kids going on their first flight and not afraid to show their excitement; and there are those who don’t travel much (if at all), and seem to be lost at the airport, unsure of what they should do or where they should go. Then there are the travel pros, with efficiently packed carried-on luggage and backpacks stuffed with laptops, zipping through TSA pre-checked lanes and “priority” boarding lanes, and occupying the best seats on the airplanes. They project an aura of “arrogance” and “privilege,” show little patience with anyone who block their ways, and snicker at those who are stumbling to get the “3-1-1” bags out of their carried-on bags. Wait….. I think I just described myself at the airport. How did I get to be this way?

Whoever invented the concept of frequent flyers, frequent renters, and frequent buyers is the one to blame for creating a bunch of prima donna customers. Certainly, the “Loyalty” programs are great for providing preferred customers with added benefits, and good for businesses for repeat business and revenue. However, what about the rest of the customers? Are they being treated like second class citizens? Are the “basic” levels of services up to par or they are being neglected for majority of the customers?

In our industry, we don’t really have a written preferred customer loyalty program, but we all treat our best customers differently. They get the best discounts, the priority delivery of long-lead items, the best service from sales people. We jump when they complain about something, and we smile even when some of their demands are so unreasonable. Do we really know the “value” of all these tangible and intangible preferred treatments? Do we really know how much business we may lose because we tend to neglect the small customers and their needs? I understand we need to focus on the main customers and focused target business areas because we all have limited resources. It makes perfect sense from the business perspective, but from customer service perspective, do we operate under a different set of standards? Do we really mean that “Customers are always right” or do we really mean “Preferred customers” are always right and we will see about the others?

All I know is that when I flew on the airline that is not my preferred one, I felt ignored, slighted, and disrespected, despite what the agents and flight attendants said verbally about welcoming me as a customer. Those were not good feelings and made me more hesitant to fly on the non-preferred airlines again. Perhaps that is exactly what companies try to accomplish with loyalty programs, but I believe we can do better if we also treat the non-preferred customers better.

I noticed recently that the airlines are making the qualifications for preferred customers tougher; maybe they also started to realize that all the perks given to these preferred customers are too costly, and too many preferred customers is not a good thing. Or maybe they just realize that treating a special group of customers differently may not be such a profitable idea?

I wonder if we just do business the old fashion way by giving equal, quality services and products to all who are our customers and treat them with proper respect may be a better way. On the other hand, I do hate to give up my TSA Pre-Checks, first class upgrades, and Exit row seats though. What a dilemma!!