Tipping point week 2: Does this stick?
"There is a simple way to package information that, under the right circumstances, can make it irresistible.
Perhaps its Gladwell's writing style but is it me or was I the only thinking sure, but much easier said than done!"
I was thinking about this as well Jeff, and I can't help but wonder if we are focusing too much on the big picture. The question I think we often have is Why isn't this spreading faster? I mean, it's a great process right? It helps people solve problems in a restorative way. Part of me wants to blame it on a process that requires a mind shift from combat to collaboration, but I'm not sure that is the problem though.
Gladwell writes that "the Power of Context says that what really matters is little things" (pg 150). Would New York have solved their crime problem if they didn't scrub graffiti? Often times it's the little things that can address the bigger issue.
So I guess my question is are we doing the little things? Are we following up with our clients so they don't forget about their experiences with mediation? Are we helping people improve their lives with our newsletters/blogs/emails? Are we making sure that they have something to drink during their mediation? Are we doing the little things for our clients that could make them want to tell everyone that they meet?
I once read somewhere, "People don't spread meh" (I think it was Gary Vaynerchuck or Scott Stratten). Are we making sure that we give people awesome?
Replies to This Discussion
-
Permalink Reply by Jo Irvine on
-
I think Jason is making a really good point. When I was studying, I worked in many restaurants in Scotland and in Spain - Spain's restaurants will probably help me make my point more - the one where I worked was, in a nutshell, no overly sized portions and a bit expensive but every night it was jam -packed with tourists and Catalans alike. Now obviously, the reason for it being so popular was NOT the aspects I mentioned above - and since I worked as a manager/hostess in this particular restaurant, I got plenty of opportunities to speak to people about this and for me, the reasons why it was always full were:
1. excellent service (in Spain this stands out even more - the well mannered, slick and charming Spanish waiter image for those of you that have never been is no longer! - generally, unless you pay a lot of money in a really good place - your plates are thrown at you, come at all different times, you don't get to know your waiter and if you have the cheek to complain or ask about the whereabouts of your food, you might well receive a look that could kill...),
2. location - smack bang in the middle of the gothic quarter where many people live and where tourists stream by in their thousands seeing the sights,
3. extremely pedantic attention to detail. Now I realise that in the US (i have been to NY and Philadelphia once!) restaurants are very different and waiters work hard to get clients to like them, leave a tip and come back - and I will come back to this.
This latter reason was the clincher, the tipping point of this restaurant's popularity - detail - never have I had to go buy birthday presents for our most regular clients or accompany a huge group of clients out of the restaurant and round to find where their coach was picking them up before or go buy clients cigarettes when they run out, or as soon as a particularly fussy bur regular client came in, the order was placed without even approaching the table and waiters were ordered to stop what they were doing and bring the usual drinks etc, or, wait for it, hitch up my skirt and run round the gothic quarter of Barcelona at top speed after a purse nabbing pick-pocket - never before other than in this restaurant. After a while of working there, people came back asking for me, or whoever it was that treated them so well - tourists that were there for a week came back to the same restaurant 3 times because they couldn't find a service anywhere else like it. The point i'm making is that, details really are important when trying to covince someone of a product - the restaurant directors had hit the nail on the head by providing something that was otherwise unavailable - good service, advice on where to go in the area, attention, free trials of the local drink, jackets hung up, cigarettes bought, good food, happy atmospheres and a waiter that could speak your language = stickiness factor
However, if this restaurant set up in New York, would it have the same effect?? I doubt it. Please correct me if I am wrong but US restaurants, as I said, are all about the good service - this is my next point and another example of the power of context. This made me think that, when approaching potential clients, we must understand the context they find themselves in in order to be able to meet their needs - and, as every context and conflict is different, all the needs are different - so mediators must be ready and willing to be flexible. People won't remember "sorry, that's not how I do it" - my translation of 'meh', people will remember, "ok let me see what I can do to fit your needs: here's my plan on how to do this" = awesome!
-
-
Permalink Reply by Jason Dykstra on
-
I wish there was a button to like this response! Jo, thank you for this reply, it made my day (and I want to visit that restaurant now!) This is exactly what I'm talking about, Doing things for clients that will make their experience more comfortable and enjoyable. Thanks Jo!
-
-
-
Haha thanks and you're welcome, consider the button pressed! I agree, I think its defintely one of the key factors. Next time you're in Barcelona, let me know - apart from the service they do an amazing grilled steak on this massive coal fired grill...hope you aren't a veggie! Check it out: http://www.sagardi.com/?idioma=eng#origenes
-
About
@ADRHub Tweets
ADRHub is supported and maintained by the Negotiation & Conflict Resolution Program at Creighton University
© 2024 Created by ADRhub.com - Creighton NCR.
Powered by
