Let Them Eat Cake?
Posted: 22/04/2015 Filed under: Corporate | Tags: Emotion, Innovation, Service Leave a commentMeritology is always looking for examples of where people add great value to customers. So congratulations to Richoux in St John’s Wood for some #standout service yesterday (it’s a great place for a grown-up lunch, by the way). They proved it’s easy to bring innovation to even the most basic service. Here’s the story.
We’ve been there before, and were confused by the vast array of desserts and pastries on offer. We went for a look, didn’t know what to choose, and ended up saying no. This time, the server brought to our table a wooden tray of various desserts. It was the 2015 version of bringing round the dessert trolley. And, not surprisingly, we both had dessert*.
I have no clue whether the tray is a “corporate” instruction, or the idea of one of their staff. And I don’t really care. It came across as a simple and smiling way to encourage us to take dessert. Good for us, and good for takings. Last time their approach was to “let them eat cake” (passive). This time, the attitude was to “help them eat cake” (active). Maybe that doesn’t seem like such a big deal, but anything that makes the customer say “wow” has to be a good thing. And it was so simple. And impressive. And memorable….
“Innovation opportunities do not come with the tempest but with the rustling of the breeze.” – Peter Drucker
* And in case you’re interested, I took the perfect apple strudel and my wife had a slice of the fantastic black forest gateaux (very “eighties”!). We’ll be back to try the others…!
Hello World!
Posted: 21/04/2015 Filed under: Corporate, Personal Leave a commentAfter five years of observing, studying, reflecting and creating, I’m ready to go-live with Meritology. So what’s this all about?
Meritology makes you think, as you debate and define the real and perceived value you offer to customers, colleagues and communities. It’s a professional hobby that sits alongside running The Henley Partnership at the brilliant Henley Business School. The Meritology work is my own, and I’ll add Henley thinking when it energises the discussion (for example in areas like Leadership, Strategy and Marketing) or strengthens a viewpoint I’m taking. I will quote from elsewhere – this is not just about Mark Swain and Henley Business School. That broad perspective will take the discussion in many directions. If this was an airport, it would definitely be a hub. We’ll be coming and going to lots of places from here!
My intention is to take both a personal and corporate perspective – giving senior people and interesting businesses a much clearer view of their value (either today, or what’s needed tomorrow and future). Short-term and long-term, I believe having that clarity is critical. That’s why I created The MERIT Method℠. And along the way I’ll share my observations, of real-life situations that demonstrate #standout behaviour (good and bad). Then we’ll have a developing perspective on how to be distinctive and different, and increase value at a personal and corporate level.
And I’m looking to collect contributors and collaborators along the way. So please comment and get involved, and thanks for listening and reading!
P.S. And ask why I use the blue bow tie – it’s a simple and straightforward way to explain what Meritology is all about.
MERITology 