The Jholdas Group

So, what will 2012 hold for you?

In one sense, continuing change and uncertainty are to be expected. But that doesn’t mean that you need to be controlled by these things—or any other external factor.

What do you want to accomplish next year? I don’t mean resolutions per se. I mean, what do you really want?

In terms of your family life, your health and fitness, your spiritual growth?

In terms of business achievement?

In terms of fun?

People who set unrealistic or too many resolutions fail. People who don’t have any goals or aspirations also fail.

Figure out what really matters and start pursuing. It’s a journey not a program.

I don’t think I know anyone who doesn’t thoroughly enjoy this time of year. Maybe I do but, other than Ebenezer Scrooge, their names aren’t coming to mind right now.

For me it’s a time of family—kids, grandkids (mine are the cutest in the world and also the smartest). Love, laughter, pranks, and gifts of love. Not to mention Cindy’s incredible meals and treats!

It’s a time of giving. To charity as well as to friends and family. I am particularly blessed in that I do my shopping on Main Street USA and not the mall. It’s quaint, personal and actually relaxing.

It’s a time of faith and personal renewal. Things just kind of get put into priority and perspective when you step away and realize there’s a lot more to life than just working or buying stuff or paying bills.

It’s also a time of reflection. I enjoy looking back over the past year—from a personal and professional angle. Did I accomplish what I wanted to in business? With my family? With my wife? What have I learned? What could I have done better? What should I stop doing? What should I do more of?

And finally, it’s a time of planning. I don’t mean deep strategic planning but a chance to set some priorities and goals for the next year. I’ve been doing this for nearly the last 20 years and it’s always been a healthy and fun thing to do. How can I do more of the things I really care about and believe in during 2012?

So, as we enter the season, let me wish all of you a Merry Christmas and the Happiest of Holidays. And let me ask you to say a special prayer of thanks for those men and women in our armed forces who will miss all the things we’ll enjoy as they protect us and our freedoms.

Here are a couple of links that are helpful for interviewers…

http://www.nfib.com/legal-center/compliance-resource-center/compliance-resource-item?cmsid=58964&utm_campaign=Legal&utm_source=SmartBrief&utm_medium=Email

 

http://www.nfib.com/member-benefits/employee-management/interview-questions

This afternoon I was flying out of Asheville (@flyavlnow) to Oklahoma City. Our outbound flight was delayed due to mechanical trouble; if you fly enough it happens. I was disturbed, though, when the gate agent, who was in her own awkward way diligently making sure folks were backed up on connections, began barking out our last names. Kind of like your Marine Drill Instructor meets your dental hygenist: BAER! SMITH! As is my custom I tweeted about it. Well to my astonishment I receive an almost immediate Direct Message from the Asheville airport team. They wanted to know who this agent was so they could address it. Then another DM: can you meet us so we can thank you and give you a gift? I don’t particularly need a gift (although I will wear my AVL airport tshirt with pride) but I went to meet them. Amy from the marketing team was there and thanked me for the feedback and told me how much they are committed to making customer service at the airport the best there is. Now keep in mind that the gate agent doesn’t report to the airport but to the airline. Nevertheless they intend to “encourage” more professional service. I’ve been thinking about this the entire flight. Fast, attentive, creative, and strategic use of social media. It wasn’t advertising. It was taking real time data and actually doing something about it. A sort of customer service flash mob. There are a ton of applications to our own businesses don’t you think?

So I had a contract with ATT for our business landline. It auto-renewed about a year ago (without my knowing it). They claim I was notified via my bill but since I get it electronically through my bank I didn’t see it. So, when I cancel my landline in favor of wireless and VOIP I get hit with a $380 cancellation fee.
I contested the bill with their "customer care" department (got more feeling from a garbage collector!) and was told that there was a legally binding contract in place and that since THEY had lived up to their end of the bargain I should too. I will by the way, since I lost the argument.
What I tried to explain was the difference between a legal decision (i.e. the contract says I have to pay) and a business decision (are they willing to forgo the possibility of every having me return to ATT as a customer over $380). Apparently, ATT is so big and so powerful and so determined that they don’t care. OK. You’re huge and even if I did come back and spend a lot of money it wouldn’t really matter. You’d rather be legally correct and lost a customer for life (along with as many as I can take with me).
But here’s the valuable lesson. As a small business owner and operator, I can’t afford to be legally correct and business wrong. I can’t afford, nor do I want, to lose customers over a few hundred dollars. My decision would have been the opposite. In the spirit of service, I would have gambled on losing me for a while but keeping me happy and open to returning.
What would you do?