Blog is on pause, but please do enjoy my tweets :)

Complaining makes you fail?

Somebody starts complaining and hesitating in the middle of action. Wanting others to know that there lies a risk in the activity. And more the complaint is overlooked, the louder it gets.

I remember a trip to Chamonix, which ended up me wondering that do I really complain. I though I was just making notions on the circumstances.
Complaining and negativitity spread from people to others. Although the intention might be neutral, the effect might be that somebody else starts focusing on cold feet insteads of good skiing.

Hesitation and negativitity grow from fear. A fear that something is getting worse and not having control over it. -Withdrawing while still able might feel like the rational thing to do.

Working in organizational environment and extreme sports have much in common in this. Going to the mountain and making strategic decisions contain risks. In both cases the missunderstood fear can lead to not getting the run planned or failing in business. Sometimes even to fall of mighty organizations.
-Do we have the skills? What do other think if I can't?
-Are we strong enough? Can we make it in time?
-Do we have the right gear? Have we covered all the risks?
-Am I able to take care of myself? Is this getting worse?

Both in organizational environment as well as in extreme sports there are times that you to make leaps of fait. Have the confidence on yourself and on what you are doing.

There are three good anti-dozes for fear:
Experience creates confidence, that all the challenges can be tackled and all the needed skills and gear is with you.
Positivity makes you focus on the solutions - not the problems and make sure you don't spread the hesitation to others.
Finally, if there is a fear behind a complaint, treat it as such and discuss through to diminish it.
-Monsters are as frightening even if they are put under the bed.

In both environments, not keeping noise about real problems can be lethal too. Good question is that how to recognice the serious stuff? -Mutual trust maybe?

Better service through accepting mistakes?

Just like people reveal their fundamental characteristics under stress, so do services. Giving feedback to service provider creates a conflict that reveals how well the service culture is understood and cultivated in a company.

Being passionate about services I usually tell if there is something wrong - because I care. Regular customer do not usually care - they just change company. Giving feedback has offered a front row seat in observing how is feedback taken. Companies operate through individuals and their defence mechanisms usually determine how feedback is received. -This is where service culture steps in.

If a company does not take a stand on 1) how feedback should be received, 2) how and within what limits the situation is settled and 3) how the feedback is eventually processed, the employee falls back on ones own defenses or in best case builds on the self confidence, wits and positivity.

Katja Okkonen writes in Helsingin Sanomat about poor service in the article Saitko surkeaa palvelua? Tästä se johtuu.  She points out that following rules and regulations diligently and being afraid of mistakes often creates poor user experiences:
-Tuulikki Juusela calls finnish culture a culture of regulations, which could be interpreted as bureaucracy. Hiding behind rules and regulations has become common and common sense is used less and less.
- It is easy for me to agree when Juusela assumes that finnish people have gained a significant fear of mistakes. We are highly cautious for our manager or coworker to give negative feedback. Current economical turbulence has also made the fear of losing one's work very real. When customer gives negative feedback, the fear of mistake and fear of losing one's work is combined and that can create a strong need to be right.
-Janne Löytänä has written that the best way to receive negative feedback is to response promptly and personally. Löytänä further reminds that compensation is actually cheap marketing for a company. If a company is able to turn negative experience to a satisfactory, the customer becomes a 15 times more loyal than a regular customer - and that must create a lot of good reputation.
-While Juusela mentions that Finland is a true self service culture with all possible technical innovations to support it, Camilla Reinboth takes another perspective reminding that engineering culture might also lead thinking that errors in product can be fixed when they occur. With services employees need to know how to deal with mistakes before they occur.

Egolocical thinking as a strategy; Patagonia and Basecamp Oulanka

Some might say that Patagonia is crazy company when launching a campaign with the motto "Don't Buy This Shirt Unless You Need It".

For me, it made read through their values and find out that Patagonia is one of the leading companies in the world really finding ways to produce it's outdoor gear in the most ecological way possible.

Outdoor lovers use enormous amounts of different kind of synthetic fibres, plastics and composite products. It's about time that there are some leaders in making our consumption leaner so that we will not destroy our environment while enjoying it.

Another good example of ecological thinking in nature travel is Basecamp Oulanka in Kuusamo. They arrange a range of wilderness activities from extreme adventures to well-being holidays - all with high environmental, social and economical standards.
Seeing what modern wilderness tourism has done to many areas of Finnish Lapland, doing things really in the original way and minimizing operational footprint in every way is a refreshing, delightful and not a bit less fun.

Buy a Patagonia - if you really need one, and go to Kuusamo to enjoy some real experiences!

The moment of choosing a strategy

CityDeal launched itself in Finland about a year ago. It has offered quite good bargains of quality products and services, but now it seems that the revenue expectation has contradicted with the growth and the offers include items that would be more suitable for TV store.

This clearly presents a critical moment in how CityDeal builds it's customer base and who do they focus their marketing. -At least I will delete my account in near future if this starts to be another channel for the crap available from TV store.