 OUR TAKE -
Hoosier Hospitality
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 | Recent Editions of CRMAdvocate
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| Lasting Impressions:
In business you get what you want by giving other people what they want.
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Alice MacDougall
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Recently, I used the opportunity to visit a friend's lake house for a bit exercise and solitude on a bicycle. I had never been to this particular lake located 100 miles away nor did I have any familiarity with the back roads leading to the lake. Online resources allowed me to plot a route avoiding high speed and high volume traffic. With satellite imagery, I even determined the condition of the roads complete with convenience store locations to reload on drink and food.
Maps, check. Money, check. All laid out and ready to go. Except for one thing. I left them on the kitchen counter. So I am two hours into the ride before I realize I have no directions and no cash. I'm lost and without resources. No hydration. No food. I was able to suppress panic and decided to rely on good old fashion Hoosier Hospitality (I live in Indiana). As if I had another option.
When I ran out of water, I stopped at a house. When I needed directions, I found help from a volunteer firefighter in the smallest of towns. I was a stranger in need. And, indeed I found 'friends' willing to help. I even had to fix a flat tire along the way.
Time on the bike gives one time to think. How often do we look to technology to get closer to the customer when it seems technology may be actually creating more distance. If I had remembered the directions and money, I would not have made the connections I did. Hoosier Hospitality, or more broadly, good old fashion customer service starts and ends with the basics. Face-to-face, person-to-person engagements. Trust and respect. Care and compassion. Don't get me wrong, I am pro customer-facing technologies - but as a bonus rather than a substitution. That's my take. Do you agree? What's your take?
Gary Lemke, Publisher
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| Stock Ticker |
| ICT | 9 |  | 0.69 |
| ATG | 3.66 | | 0.26 |
| RightNow | 11.35 | | 0.47 |
| NICE | 22.7 | | 0.77 |
| NetSuite | 10.57 | | 0.3 |
| eLoyalty | 7.65 | | 0.14 |
| Oracle | 20.25 | | 0.31 |
| Tekelc | 16.57 | | 0.25 |
| Unica | 5.27 | | 0.05 |
| Teletech | 13.78 | | 0.13 |
| SupportSoft | 2.28 | | 0.02 |
| Epicor | 5.25 | | 0.04 |
| SPSS | 33.5 | | 0.21 |
| Chordiant | 3.79 | | 0.02 |
| HP | 37.55 | | 0.13 |
| NCR | 12.11 | | 0.04 |
| Vignette | 13.14 | | 0.02 |
| Sykes | 16.95 |  | -0.04 |
| SAP | 39.98 | | -0.14 |
| APAC | 4.91 | | -0.02 |
| Interactive | 12.51 | | -0.06 |
| Amdocs | 20.56 | | -0.12 |
| Convergys | 9.01 | | -0.07 |
| Salesforce | 40.16 | | -0.34 |
| Jacada | 2.09 | | -0.02 |
| Pegasystems | 24.86 | | -0.31 |
| CDC | 1.52 | | -0.02 |
| Selectica | 0.36 | | -0.01 |
| Rainmaker | 1.41 | | -0.04 |
| ClickSoftware | 5.28 | | -0.3 |
| LivePerson | 3.2 | | -0.19 |
| Astea | 2.18 | | -0.39 |
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As of 4:00 p.m. on 6/18/09 |
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Networking isn’t a short-term strategy. It’s not about power selling and moving onto the next lead. Smart networkers understand this concept. They know that their networking success is largely dependent on nurturing relationships and helping others. Through their generosity and efforts, they are confident that they will reap the benefits of networking over the long-term. Unfortunately, there are many misguided networkers out there that thoroughly don’t “get” the give and take of networking. They only consider introductions as opportunities to sell and irritate fellow business professionals with their short-sighted, myopic view of networking. (CustomerThink
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