When I attended university 35 years ago, majoring in business administration, the book “In Search of Excellence” written by Tom Peters and Robert H. Waterman, Jr. was often referenced as a case study in best practices.
As a student in the 1980s, the book resonated with me. I was particularly in awe of the innovative concept of seeking input from clients and front line employees for simple yet effective ideas for enhancing the quality of products and services. The concept’s success was further demonstrated in the documentary movie that was making the rounds at that time.
“In Search of Excellence” was probably the book that inspired me most to pursue a career in business. Even as a young man, I was moved when a business (a store, a restaurant or a service) valued quality and worked a little harder to achieve it. This was (and still is) an important value for me and it appealed to me to think that a business career could revolve around the theme of quality.
But when the business world constantly hungers for a competitive edge, management principles are ever-evolving and replaced by new theories and best practices. And as a consumer, I am saddened that quality has been caught in the crossfire.
Some products don’t seem to last as long as they used to, despite the call to be more mindful of our use of landfills. Some stores are ghost towns, where it is impossible to find assistance when I need to ask questions or to get a product from a high shelf. And when I am able to find assistance, on some occasions I am given wrong directions or wrong answers.
I have also noticed some products I buy often getting cheapened by cutting corners on workmanship or incorporating cheaper materials. It is very disappointing. Continue reading
When Did Everything Become an “Experience”?
Just the same, as much as I bow to the wisdom of the marketing masters, I really don’t understand when or why everything suddenly became an “experience”.
Picking up something at the store has become a retail experience. Getting a bite to eat has become a dining experience. Music is now a listening experience and movies are now a viewing experience.
Did everything have to become an experience?
I was amused when I recently visited an establishment and noticed a poster prompting readers to tell management about their experience. The odd thing is that it was posted in the men’s washroom.
What would I have written back? Do they really want a description of my bathroom experience? (Careful what you wish for! Creative types with a sneaky sense of humour might actually take you up on the offer.)
“My approach to the urinal was a pleasant one as the aroma of disinfectant pucks filled my sinuses with a gentle, welcoming blend of lavender and chlorine.
The automatic flushing mechanism was very effective in bathing the urinal in a fresh cascade of water, reminiscent of a serene waterfall, a perfectly choreographed three seconds after I stepped away. I couldn’t have cued it better if I had flushed it myself. Continue reading →
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