How Long is a Piece of String?

So, here's what happens.

I get contacted and I have a 3 minute conversation which usually includes phrases like:

"You've done this a lot so you should know...", "It's really not that hard to do", or "Give me a ballpark, I won't hold you to it..."

Actually all of these are lies. Anyone in our industry knows this to be so.

This post is not meant to be a rant, but it may end up sounding like one.

I actually think that those that are making the statements are not doing it to take advantage, they are more just in a position of either not knowing, or not appreciating what it takes to do what we do. So I hope this post will help educate - if nothing else.

For the record, I am done giving pricing without full specs. I am done with ballpark numbers, I am done with brainstorming after those numbers have been revealed. I am done with Ad agencies dictating design without ANY idea what matters and what actually works for the web, especially after pricing has been discussed.

Imagine that you are building a house, you tell the architect you want a house with walls and a roof. How much is that? He'd be crazy to answer, yet I am expected to give an answer without hesitation.

Go into Home Depot, ask them - "How much is a piece of string?"

Answer: IT DEPENDS

Depends on length, type, features, materials, craftsmanship, etc. etc.

The same is true for our "product". IT DEPENDS.

"By events calendar do you mean, I can see when events are happening ONLY - or I can register, create a custom t-shirt, invite friends, tweet, add it to my calendar, send myself reminders, blah blah blah?"

So I am done.

This IS a rant, more at myself for letting it happen then at others for asking.

We are not laying pipe in a 100' trench - we are dealing with emotion, marketing, expectations and the only way to make those expectations clear is to fully define them.

So, it ends, at least in as much as it's been done before.

Here's what I want...

I want you happy, not let down. Conversely, you should want me happy, because it is in your best interest for me to be here and not go bankrupt eating features and costs because you wanted a price up front.

Twitpics from Space

So just a few minutes ago I received this tweet from astronaut Soichi Noguchi @Astro_Soichi

http://twitpic.com/1dwswl - Space Shuttle Discovery arrived!

I was stunned by the image and the access - in real time - to relevant news. A quick retweet by by brought this response from @izenmania - ""Twitpics from space" really sums up a lot of what's cool about scientific progress."

Imagine the record we are collectively chronicling through our tweets, some mundane, but some granting access to events like never before.

Brands I Love Series - Nisqually Cleaners

OK, let's not kid ourselves - if you are going to run into me out in the real world chances are "business casual" is not going to be part of my equation, a suit and tie - even less likely. So I guess that all adds up to one thing, I am not a "regular" at the dry cleaners. I don't wear a ton of clothes that need a lot of TLC...BUT! and I mean BUT! I do have a place...

This place is not far from my house, and even though I only go there 3 times a year or so, they know me and they take care of me like I visit them every week.

Here's an example.

I show up after like 4 months of not being around and drop off 6 shirts and 4 pairs of dress slacks and the first thing the lady says to me is "Hello Mr. Forth, do you want your shirts lightly starched?" I am so stunned all I can do is manage to nod...I fumble to myself as I exit...

Even better - my wife drops off a similar batch, she gives our last name and the lady says to her, "Mr. Forth likes lightly starched shirts?"

My wife - God bless her - answers, "I guess so..."

What's to learn?

Simple. Pay attention to what your customers want...even those that don't visit all that often. They will appreciate the recognition and attention to detail.

I am now looking for opportunities to get more clothes cleaned at Nisqually Cleaners, a brand I love. Learn more

Brands I Love Series - El Gaucho

Bring a couple of hundred bucks with you if you are going, but don't worry you won't regret it. It's not the kind of place I go often, twice a year (my wife and my birthday) is about it. That's not to say we don't love it, we do. My guess is every night and every occasion is made more special for all those customers dining at El Gaucho.

The big wooden door on Pacific Avenue in downtown Tacoma serves as a passage back to another time where service and excellence are the standard. They focus is on providing a quality dining experience for the customer. They serve the finest food, best wines, and top it off with table-side preparation of salads and deserts that enhance the dining experience.

There are a lot of reasons I love this restaurant (brand), but here are a few points:

1. They are consistent - from the quality of ingredients to the level of service from each staff member they are spot on - no let downs
2. They take care of the little things - from picking you up at your hotel to holding leftovers in their fridge until your show is over for later pick up, they make it happen
3. Dining at El Gaucho is an experience you want to share. Our conversation always ends up focusing on who we know we'd love to take to El Gaucho

We don't get there often, but when we do we savor every moment. When our dinner and dessert are done we depart and begin the process of looking forward to the next time we can visit.

Going to El Gaucho is probably one of the lowest stress dining experiences you can have. While it is definitely not the least expensive option, the time and overall experience of service and quality bring more than their fair share of value.

Note: I will be focusing in the coming few weeks on different experiences with brands that I truly admire. It will be interesting to see what common characteristics will exist across all of them. I welcome your feedback and insight as the conversation develops.

In Tomorrow's Paper?

I'm pretty sure I will never NEED to read a newspaper again. I might WANT to read one, but I definitely don't need to.

Here's why.

This morning I had coffee (you read this already) with a friend and while there I ran into another friend. This second friend is the Executive Director of an organization with some big news coming out. This friend said to me - hey there's news coming out about us (which I already knew about) in the paper tomorrow.

This afternoon I read online (twitter, facebook, etc) all about this news. Will I or anyone else be surprised tomorrow when we read it in the paper?

Did you just find out this morning the Lady Zags lost in the Sweet 16 in the paper?

I rest my case.

How will you know and what will you do?

I had coffee this morning with a good friend and like anyone who has experienced 2008 and 2009 there have been struggles. I've heard tons of talking heads discussing the economy and how bad economies weed out those who have been falsely propped up by good economies. This Darwinian approach may be the reality, but it is never easy to hear about, or discuss another's struggles.

Bottom line: all industries are struggling to a point, some have been more fortunate than others and there is no easy money unless you are a league leading left handed hitting catcher in the Big Leagues.

We have been very fortunate, we are growing, hiring, expanding, but that may not always be the case.

I kept asking myself in my mind as we were talking - how will I know that my plan is no longer working and more importantly will I recognize it without delusion, and what will I do?

I just hope I approach it differently than the horse and buggy guys, the record labels, the newspaper guys, the travel agents, etc. etc.

I have heard it said it is better to fail quickly than to die by a thousand paper cuts - I agree!

The answer I believe is in the way I hope I see the world. I see the world as a place of changing attention and priorities. Within that change I approach my response to that change focusing on unchanging principals (justing, integrity, love, shared benefit, etc) I accept that my way is not always going to win and if I want to win I need to pay attention and move to embrace the change, and not fight it.

How Much is Enough?

Seth Godin's Fear of Philanthropy blog post highlights a struggle I feel on a day to day basis related to non-profit organization in my personal and professional life. We have made a commitment to be involved in ways with ANY non-profit we are affiliated with. Thus, it is hard when you work for several or sit on boards or volunteer time to determine "the line" of what is enough for each. The well is not unlimited, even though the desire to help is.

While I cannot to everything that does not excuse me from doing nothing.

Oftentimes, just as Seth states it boils down to attention (who gets it) and proximity (who happens to be around when I am receptive). This is true for foundations with millions of dollars and families asked to donate clothes, food or money to local causes.

So, how can non-profits "help" those of us who are approached to part with time, talent or treasure?

• If we have a process of giving to non-profits (SiteCrafting does) please respect that process.
• Tell us your story. We want to know how we can help and what you need, even if we are unable to fully meet those expectations
• Don't guilt it out of us. There is no joy in extortion - giving and receiving should be joyful
• If it's a volunteer opportunity make it easy for US to invite friends - if we believe in it we will be inclined to invite our friends to participate
• Understand that we are pulled in a variety of directions and our intentions are good but our attention and treasure are not limitless
• Let us know what you need and let us know what enough is (see Seth's post as a reference)
• Respect the "Sorry, we can't help at this time." If you get this ask if you can approach us later. Likely the answer will be yes.

I know I am personally in awe of the dedication of the staffs of all the non-profits I deal with. They are the MacGyvers of society. They are dedicated to making the world a better place using sweat, spit, and duct tape. I want to make it easier for them, but can only do so much for each.