"What did they say?"

How often does this happen to you? You're flipping through some notes of a meeting that could have been a week or two ago. As you try to interpret the hastily written scratching you try to remember, "What did they say? What was the context of the meeting when I wrote that down?"

Or it could be you're with a project stakeholder who told you one thing two months ago and they're now changing their story. "No, that's not what I said. What I've been saying for months is...."

My talented and insightful colleague Payson Hall recently shared one of his favorite new tools with me. It's called Livescribe. Here's how it works:

• While you're in a meeting (or class or any other context where you're taking notes while someone else is speaking), you use this special pen which has an audio recorder built-in.
• You take your notes on a special notebook that has uniquely identifiable markings encoded every millimeter or so--so small you don't see the markings. The pen understands where you are writing because of this encoding so it can sync your notes with the audio.
• Later on when you review your notes, just tap on the note and you can hear the accompanying audio. Imagine that project stakeholder's reaction when you can play back what they said!

Beyond that functionality, you can transfer your notes to your computer, organize them, and even search for words within the notes allowing you to find what you want in seconds. They even have the ability to transform your notes and audio into interactive movies.

The notebook and pen refills are reasonably priced, not to mention the very high cool factor. Looking for a new tool to help you manage your notes and stakeholders? Check out Livescribe on Amazon!

Labels: managing stakeholders, requirements, tools I love

posted by Andy at 4:04 PM  

What I "Can" Do

There are times when saying 'No' seems like a career-limiting move. Yet a clear personal productivity principle is learning to say 'No'.

Easier said than done.

I often cover this topic in our project management and leadership development workshops. Here's a link to my article "How to Say 'No' (Without Saying 'No')" that provides some helpful advice.

In addition, here's a piece from Rachel Zupek for your consideration as well. I like her focus on "What I can do..." as well as the coaching on watching your body language and vocal tone.

Clearly there are times when "No" needs to be the answer (for example, when asked to do something illegal, unethical, or against your value system). Yet some people err on the side of over-using "No" when there may be better ways to finesse the same result.

Ultimately, we need to be known as people who deliver--who make things happen. That will often happen by saying "Yes" to opportunities. But when "No" is really the best answer, it's helpful to be armed with techniques that can help you influence a "No" without always using the letters N-O!

Labels: communication, influence, managing stakeholders, managing up, time management

posted by Andy at 12:49 PM  

Service to Shout About

This is not normal. I'm yelling at a customer service rep from GiftCards.com. I don't yell at people--at least very often.

How did this happen?

This is a quick tale of customer service from two companies, with lessons for us all.

About a year ago I was awarded a gift card by one of my top clients as part of their reward and recognition program for outstanding performance. The award from GiftCards.com is supposed to act like a normal VISA card so it should be accepted anywhere that VISA cards are allowed.

We had multiple problems with the card, including some fraud shortly after it had been activated. My outburst to the customer service rep was in reaction to how they dealt with the fraud: there was no recourse. We were out the money. But that wasn't the biggest deal. If I wanted a new card issued for the remaining balance, they would have to charge me.

The message: "We can't help you." It shouldn't have gotten me so upset. These days I should have even expected it.

Contrast this to the purchase of our first Mac last week. If you've bought from Apple before, you already know what I found out... It's a great experience. A guy named Ben walked me through the in's and out's and made a recommendation we are excited about.

Part of our payment for the Mac was with the gift card. Though GiftCards.com gave Apple an authorization, the fraud occurred before Apple transferred funds, meaning there was not enough remaining balance to cover the original amount charged.

How did Apple handle the issue? They contacted me to let me know what was up. I chased down GiftCards.com to see what had happened, then explained it to Apple. I suggested putting the remaining balance of my purchase on another card. But check this out: Apple's customer service rep said, "That's not necessary. I am authorized to discount the computer by the remaining amount."

What? I was floored. Apple basically said, "We'll make this problem go away."

No computer manufacturer has the margin that Apple discounted for me. Apple chose to serve a customer to win them for life. GiftCards.com chose to follow a policy and lose a customer for life.

Some lessons:

• Regardless of the business you're in, be known for making problems go away. We've all heard that we need to bring solutions, not problems. Make sure that's your reputation.
• The longer term view can help you realize that a concession today can help you gain far more over the long term. "Penny-wise and pound-foolish" is unfortunately the motto of too many organizations during these difficult times.
• I actually called the rep back at GiftCards.com and apologized for yelling at him. Though I will never use their products again, he didn't deserve the treatment I gave him. The lesson: let's treat people respectfully. Life's too short to do otherwise.
• Final lesson: talk to Ben when you want to buy a Mac. :)

Labels: communication, conflict, customer service

posted by Andy at 6:39 AM