Category: Business Ethics

By Posted on Posted in Abundance and Prosperity, Activism, Business Ethics, Consumer Issues, Corporate Social Responsibility, Eco-friendly, Energy & Sustainability, Environment, Green Business, Innovation, People Helping People, Politics, Science, Social and Economic Justice, Talking to the Other Side, Technology, Uncategorized Tagged with , , ,

This could be quite the game-changer: a new technology that turns gas piping from a useless and expensive “stranded asset” to a powerful lever to green entire business and residential districts. And New York State just passed a law to encourage it.

The article is called This Emerging Green Technology Could Decarbonize Buildings and Provide Good Union Jobs. It’s a pretty quick read, and a remarkable one.

On a quick look, I don’t see any obvious flaws. Do you? Please leave it in a comment. I’ll be taking a more in-depth look at this in my March newsletter. If you’re not a subscriber yet, please visit any page at my main website, https://goingbeyondsustainability.com/ You’ll get some nice gifts for subscribing, too.

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By Posted on Posted in Business Ethics, Consumer Issues, Democracy, Diversity, Ethics in Government, language, Politics, Transparency vs. Secrecy Tagged with , , , , , , , ,

The Washington Post’s Robert Kagan outlined a dismal road to fascism if DT is somehow elected in 2024. Read his piece and then come back here:
https://www.washingtonpost.com/opinions/2023/11/30/trump-dictator-2024-election-robert-kagan/ 

DT is likely to win the nomination, yes. And should he win in November, a second DT presidency would be far, far worse than the train wreck of his 2017-2021 term. The one thing DT tends to be truthful about is his penchant for cruelty and vengeance. His own and his advisors’ statements have made it clear that they intend to destroy the surviving parts of US democracy, seek revenge on anyone they see as an enemy, and create an authoritarian state that would imprison or deport opponents.

But Kagan is forgetting something really important: Winning the nomination is not the same as winning the election.

MAGA Republicans will nominate him, but moderate Republicans, Independents, swing voters, and of course, Democrats will not support another DT presidency. Add to that the millions of new young voters since 2016, the interest groups DT continues to alienate, and those who remember the DT years for the chaos, the dysfunction, the sowing of hatred against people of color, LGBT folks, women, scientists, Muslims, and oh yes, the attempted coup. Those who value women’s reproductive rights, voting rights for urban Black voters, diversity, education, religions other than White Nationalism disguised as a warped form of Christianity, the US’s status as a world leader, a Supreme Court that values settled precedent, and even ethical capitalism can find no home in a Republican Party led by a self-admitted sexual predator, a serial liar with 30,573 documented falsehoods just during his four years in the White House, an open bigot, a man who faces 91 criminal charges in multiple jurisdictions and has already been found to have committed fraudulent business practices, a deadbeat who doesn’t pay his bills and has no loyalty to even his most loyal henchmen, a man who continuously used the presidency for his/his family’s financial gain, who even his own first Secretary of State called a moron.

It is true that Biden will be a hold-your-nose choice for many. I am not happy with his horrible immigration policies, his greenlighting of environmentally destructive fossil fuel projects, and his lack of ability to curb violence against civilians in other parts of the world. But we don’t have ranked-choice voting in the US, and until we do, a vote for a third-party or a choice not to vote is a vote for DT, for authoritarianism, and quite possibly for fascism. I think enough people will realize this truth that if voters are allowed to vote and votes are counted honestly, DT will not win.

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By Posted on Posted in Abundance and Prosperity, Advertising, Business Ethics, Business-general, Consumer Issues, Customer Service as Marketing, General Commentary, Marketing Techniques and Philosophies, Mindset, Psychology, Shel's Personal Life, Transparency vs. Secrecy Tagged with , , , ,

Heather Cox Richardson reported in her newsletter this morning about a government crackdown on hidden charges such as airline baggage fees:

An airline lobbyist testified at a federal hearing in March that changing the policy would create “confusion and frustration” and that there have been “very few complaints” about the extra costs for bags. The same lobbying group told the Department of Transportation that the government had no data to “demonstrate substantial harm” to passengers.

To put this quote in context, click the link above and scroll to the paragraph beginning “Falling prices for travel and for the foods usually on a Thanksgiving table are news the White House is celebrating.” Continue reading through “The authors say that the new organization will provide a conservative voice for democracy and that they hope to work with much more deeply established progressive voices.”

I can draw two opposing conclusions from this quote. Either…

  1. This clueless lobbyist is completely oblivious to public opinion and has never been introduced to the concept of evidence-based research,
    or
  2. This is a highly skilled strategic lobbyist attempting to deflect public anger and potential government regulation by pretending this massive problem doesn’t exist.

I have a clear sense of which I believe is true—but I’m not committing to it publicly because it might get me sued. You can draw your own inferences.

As it happened, I flew early Saturday morning from Boston to Minneapolis. And I observed that the airline officials were a bit panicky about getting all the carry-ons into the overhead bins. So much so that not only did we get offered a free upgrade to checked bag as we printed our boarding passes, they were making repeated announcements in the gate lobby and actually asking people as they boarded if they wanted one more chance to check their carry-on at no charge. And we were quite willing to take them up on it, sacrificing 15 minutes after the flight to avoid wheeling our bags all through the airport and lifting them above our heads to get them in and out of the overhead compartments.

I have seen this offer made repeatedly when I fly airlines that charge for stored baggage. What I draw from this is that plenty of people are angry about hidden charges and unwilling to pay the fees, so there are far more carry-on bags competing for space than in the days before baggage fees (especially since experienced travelers know that there will often be a free upgrade if the plane is crowded—and if it’s not crowded, there’s no problem using the overhead bin). Rather than expressing anger by not flying, customers simply boycott paid checked baggage—or, if their itinerary matches the traveler’s need, choose to fly airlines like Southwest and JetBlue that don’t charge for a checked bag or two. Millions of travelers are voting with their feet (or maybe their shoulder muscles).

My personal preference is to fly those carriers, but my higher priority is nonstop flights at reasonable times, so I sometimes fly the carriers that charge—and simply pack everything into my carry-on and leave home any items on the banned list. I once flew a no-frills airline that charged for everything they could to sit in its rock-hard, uncomfortable seats. As far as I’m concerned, a plane ticket should include such basics as getting a pre-assigned seat (except if nobody has one, as on Southwest). Flying that no-frills carrier felt like renting a car with no seat cushion and being charged extra for the steering wheel. I never flew them or any similar carrier again.

And years ago, in my own consulting and writing business, I switched from breaking out certain pieces that almost everyone wanted to including them. 

As an example, I used to charge for keeping an electronic copy of certain client projects on my hard drive. Now, I email their documents to them AND maintain a copy on my system. And if a client loses the file, I don’t charge to resend it.

How do YOU feel about hidden charges? Please leave a note in the comments about whether you prefer to know the full price for what you need or whether you prefer different pieces added on separately.

PS: The O in the headline is not a typo. It’s a different word than “Oh” and is often used in formal or ancient texts (including the Bible and the Qu’ran) to draw the attention of the person being addressed.

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By Posted on Posted in Business Ethics, Corporate Social Responsibility, Ethics: General, Mindset, People Helping People, Psychology, Uncategorized

Guest post by Bob Burg

[Editor’s Note: I’ve been a fan of Bob Burg since discovering  his “Winning WITHOUT Intimidation newsletter, about the power of being nice even when the other person isn’t, sometime in the mid’90s. He’s also known for “Endless Referrals” (how to network the right way)and the series of Go-Giver books. While he has discontinued that wonderful publication, he now offers a daily dose of inspiration called “Daily Impact,” which you can subscribe to by visiting https://burg.com/ , scrolling, and waiting for the pop-up subscription box. Being a fan for so long, I was delighted that Bob endorsed my most recent book, Guerrilla Marketing to Heal the World. The rest of this post was taken from that newsletter and used with his graceful permission.

 

Bob Burg: The Surprising Benefits of This Powerful Trait

In his book, The Leadership Crisis And The Free Market Cure, retired longtime BB&T (now Truist) Chair & CEO, John Allison, defined “integrity” as “the harmony of mind and body,” asserting that, as a principle, it “guides us to act consistently with our beliefs.”

Notable: Named by Harvard Business Review as one of the decade’s top 100 most successful CEOs, Mr. Allison and BB&T refused to participate in the subprime lending calamity leading up to the 2007 financial meltdown, choosing to write only conventional mortgages. He stated that the decision, as opposed to the majority of his banking colleagues, was actually an easy one for him to make. Why? Because subprime mortgages were contrary to the principles upon which he and his bank stood, i.e., “making their profit through providing value to their clients.” And when the cards came crashing down, his bank was left standing, both in great reputation and immense profitability.

After a brief but brilliant explanation regarding how one cannot act with integrity if one’s values are either contradictory or not aligned with reality, Mr. Allison made what I felt was another profound point…

Important: “Many people view integrity as some form of duty. Integrity is not a duty. It is a means to improve the probability of being successful and happy.”

A powerful statement because…

Key Point: If one displays integrity *only* out of obligation to others, he or she cannot be truly happy. It’s only when one lives with integrity because it is congruent with their own values and how they wish to relate to the world that it can lead to happiness and personal fulfillment.

The *additional* benefit to living with integrity is that others respect you; they trust you more…and they are more likely to want to be in relationship with you (both personally and professionally).

Yes, living with integrity certainly makes you more *valuable* to those whose lives you touch and influence.

It affects *you,* however, on a much deeper level.

Because, when it comes right down to it…

End Result: It allows you to genuinely feel good about yourself and live with a sense of joy, peace of mind, and happiness.

And isn’t that how you want to feel and to live?

Today’s Exercise: Discuss the above premise (that integrity is about internal *self*-benefits first and external benefits second) with different groups of people: your team members, entrepreneurs, friends, your children, etc. See where the agreement and disagreement might be. Could make for some interesting conversations and deep-level thinking.Facebooktwitterpinterestlinkedinmail

By Posted on Posted in Abundance and Prosperity, Business Ethics, Corporate Social Responsibility, Demographics/Psychographics, Energy & Sustainability, Environment, Ethics-International, Green Business, Innovation, localism/locavore, People Helping People, poverty, Social and Economic Justice Tagged with , ,

A lot of people wonder how to get started with creating a social enterprise: a business that from the beginning is designed to improve lives.

Social-good products like this solar-powered LED lamp make a difference AND a profit
Social-good products like this solar-powered LED lamp make a difference AND a profit

[This post was written a few years ago but left unpublished. I’ve decided it’s still worth sharing because it shows one possible model for starting a new social-benefit company from nothing. I’ve tweaked and updated a few things, but left the chronology and my corespondent’s writing as they were. While I got permission to quote the correspondence, I don’t feel comfortable identifying him or the company.]

Some time back, a Facebook friend in the Philippines asked me for advice on a set of amazing goals. I got his permission to share the relevant parts of our conversation. Since English is not his first language, please cut him some slack on the grammar issues:

I’ve been finished trying to change politics for about 5 years. Focused on poverty and the environment here since then. My company is focused on 3 things right now: 1. Disaster relief during calamities. We earmark 10% to that. 2. Trying to raise a new high school within 5 years. There are two towns nearby that have no high school. Those kids stop their education at grade six and enter poverty. We will need to increase our revenue stream in coming years to do that. 3. Making the entire town solar powered. Not only for the environment, but for the people. You see, the electric bill is actually higher than rent here. For instance, my office manager pays 900 pesos per month for rent and 1600 pesos for electricity. If we could convert much of the country to solar, we could change the entire economy, freeing up much more disposable income for the people. Those are my 3 main focuses. Any ideas to help or partner are always appreciated Shel.

I responded:

Wow, wonderfully ambitious and very people-centered. 

First of all, the key to spreading solar is to eliminate the capital expense up front for those with limited resources. So, just as an example (your numbers might vary), you charge 75% of the customer’s current monthly electric bill, allocate 50% of that 75% toward paying off the solar system, and split the other 50% of the 75% into a school fund and a disaster relief fund, both administered by a trusted outside charity that is scrupulously honest and can’t be believably accused of corruption. Since the Philippines is very sunny, it should be easy to convince business people and homeowners to sign up.  Renters might be harder, since they would be improving someone else’s building and they’d also need permission from the landlord, but if the economic incentive is sufficient, it should still work out ok. To cover the up-front capital costs, you could look to the utility company, private foundations (including those based outside the Philippines but working in-country), and possibly government funding. And remember that solar isn’t just electricity. Solar hot water has a much faster payback and can  be done really cheaply.

Don’t forget that building the buildings is not enough; you also have to fund teachers and staff, textbooks, and other operating costs. Of course, you’ll build green net-zero-energy buildings that are clean and energy self-sufficient—or better still, net-positive energy that feed surplus power back into the system).

Second, I would have better ideas for you if you tell me more about what your company does and give me the URL. If it’s in Tagalog, Google will probably translate, but an English-language page would be better as Google does a very poor job.

And received this reply:

Our company is called <name>. We did obtain our url at <address> but we just have a holding page now under construction. Our company manufactures products that I have designed here in the Philippines. I outsourced the factories…and they will sell mainly as exports to the US.

Im planning on funding the solar equip with company money and writing it all off, so no expenditure to the people. About the High School…yes it must be staffed etc. Luckily, my first cousin is a High School Principal already here. She is ready to take the reins on that project when we become ready.

We are launching our first products now Shel. Mostly through the Hammacher Schlemmer catalog company. Some are launching in October, and others in April 2018. We have some pretty unique, one of a kind products. Our first you can see is a one off, the Recreational Tube in the images. The second phase is a line of innovative wood products…and our 3rd phase comes in 2019. It is a line of coolers and food storage containers that will require capital generated in 2018 for injection molds.

What can you take away from this? Here are five lessons I see—and I bet you can spot a few others:

    1. Think systemically. My friend understood the holistic connection between converting to solar and alleviating poverty–a very important connection when you’re marketing to people at the bottom of the pyramid, in economic terms.
    2. It helps to be very specific when describing a dream. Make it tangible for yourself and others.
    3. Know what key pieces you need to have in place before starting, and which you can fill in later.
    4. Be clear on how to keep capital costs down, especially at first. If you would have to spend huge sums to set up in-house manufacturing, start by contracting it out and avoiding all those capital expenses. Even if you’re a one-person business, there are lots of ways to cut costs. I saw a lot of my competitors in my one-person service business spend lavishly on fancy offices and furniture. I started my business working from home in 1981, and I’m still working from home in 2023–which enabled me to start being profitable at a much lower revenue point.
    5. Think like your target market—and if your market has little or no disposable income, think about ways to make it affordable to them.

What would you add to this list?Facebooktwitterpinterestlinkedinmail

By Posted on Posted in Abundance and Prosperity, Activism, Business Ethics, Business-general, Corporate Social Responsibility, Diversity, Eco-friendly, Energy & Sustainability, Entrepreneurship, Environment, Green Business, Innovation, Peace and War, poverty, Psychology, Shel's Personal Life, Social and Economic Justice, Talking to the Other Side Tagged with , , , , , , , , , , , , , , , , , , ,

Chris Brogan borrowed an idea from James Altucher: “Write a list of ten things every day. They can be 10 anythings. Ten terrible dates. Ten places to visit. Ten desserts I want to eat this year. Whatever.”

I won’t commit to making a list daily, but I was inspired to create these two after reading Chris’s post (which includes several samples of his own lists).

 

World Issues
  1. Help figure out how the 30-40% of food that’s wasted can instead be rechanneled to feed those who are starving–and help that get implemented (perhaps this is a place I can target my speaking; see Personal Goal #2, below)
  2. Help amplify the voices of those better qualified than I am to show countries how to solve disputes without going to war
  3. Help build more bridges between/among Left and Right/”woke” and “non-woke”/Muslims and Jews and Christians, etc.
  4. Corollary #1 to #3: Explore and amplify alternatives to counterproductive communication styles: calling-in instead of calling out, respect and listening while searching for common ground instead of shaming
  5. Corollary #2 to #3: Help people to understand that they are not stuck–that just because they have been caught in bad patterns doesn’t mean they are trapped there forever
  6. Continue to demonstrate that baking environmental and social justice directly into companies’ products, services, and mindsets can be highly profitable–find ways for this idea to gain much more traction in the mainstream business world (without having to join that world)
  7. Expose more companies to principles such as biomimicry, multiple function, and circular economy so that they can better understand the financial benefits of deep reimagining, deep re-invention, and regenerativity
  8. Show companies that solving these big problems while increasing profitability requires a mixture of Great Leaps and Kaizen, different in different situations–and that they can do both at once
  9. Corollary to #5: Bring the holistic and systemic analysis that helps determine the right solutions in the right situations, and recommend implementation strategies
  10. Help change mindsets from despair to active, participatory hope: helping everyone I meet understand that he/she/they have the power to effect meaningful change, in their own lives AND in the wider world. Show how ordinary people (usually working with others) have created movements that changed history.
Personal Issues
  1. Probe, discover, and overcome whatever internal barriers are still preventing me from achieving at a higher level–both in terms of impact and revenue–made good progress on this but clearly still have work to do
  2. Book more speaking gigs that pay a fee, whether virtual or live-stage or hybrid–especially international speaking that allows me to explore more parts of the world
  3. Land two or three new long-term consulting clients in the profitable social/environmental justice part of my business
  4. Find steady, decently-paying markets for articles or other types of content, as I had before
  5. Create the right offer for more readers/viewers/listeners to engage with me and come into my orbit
  6. Implement more of the enormous amount of good advice I’ve been given over the past few years
  7. Pick one of the several projects I’ve been tossing around, start it and run it: launch the retreat, the course, the pay-to-participate mastermind/mentoring group OR (not and) the resume-method licensing program
  8. Address issues of fatigue and focus, including lack of motivation, lack of follow-through, and more
  9. Keep up with the torrent of email, LI and FB messages, etc. and figure out a way to spot and respond to the important ones
  10. Continue to be a force in my grandson’s life, even if his parents move out of the area

 

And what are yours?

Please feel welcome to comment with some of your own goal lists. You don’t need ten things. Even one or two. And yes, you can share a whole list of ten if you want to. Just keep in mind that comments will be moderated and abusive or spammy ones will be removed.

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By Posted on Posted in Abundance and Prosperity, Activism, Business Ethics, Business-general, Consumer Issues, Corporate Social Responsibility, Energy & Sustainability, Ethics in Government, language, Marketing Trends/News, Politics, Socially Responsible Investing Tagged with , , , , , , ,

Wall Street bull statue
Creator: Sam Valadi
Credit: ZUMAPRESS.com/Newscom
Copyright: via ZUMA Wire

It’s been a pretty heavy news week, so you may have not heard about this incredibly stupid action in both houses of Congress.

Tuesday, the House of Representatives passed a bill “that would prevent the Labor Department from enforcing a rule that makes it easier for plan managers to consider ESG factors when they make investments and exercise shareholder rights, such as through proxy voting” (as reported by Reuters). The Senate, with four members absent and the complicity of two Democratic Senators, did likewise one day later.

This push says that pension funds must not be allowed to even consider any factors pertaining to ESG–Environmental, Social, Governance. It doesn’t say they have to make sure that ESG investments perform as well as non-ESG investments (which, often, they do). That would be a reasonable law to protect retiree pensions. But this one would bar fund managers from even considering anything involving ESG.

For decades, smart fund managers have been shifting investment toward ESG, and their reasons are fiscally sound. From avoiding corrosive investments in “stranded assets” like fossil-fuel or nuclear processing infrastructure that’s been plagues, by leaks, spills, explosions, etc. to avoiding ethics scandals that destroyed once-respected companies like Enron and Arthur Andersen, ESG investing makes so much sense that, as no less an authoritative source than NSDAQ notes,

In 2020, net inflows into ESG funds in the U.S. reached $51.1 billion, a significant increase over 2019 when flows equaled $21.4, which itself was a record.3 Global ESG investing by end of the first quarter in 2021 was nearly $2 trillion4.

The article goes on to list six factors in ESG investment growth and notes that even during the pandemic, “funds with ESG strategies outperformed traditional funds.2″ (Click the link to see the footnote sources, too.) This updates and reinforces the research I did when writing my 10th book, Guerrilla Marketing to Heal the World, a few years ago. Every single one of the dozens of studies I checked at that time showed that ESG criteria lead to better financial results.

This growth started decades before the pandemic and was accelerating rapidly and consistently, as this 2020 article from Harvard Law School Forum on Corporate Governance, states:

Net flows into ESG funds available to U.S. investors have skyrocketed, totalling $20.6 billion in 2019, nearly four times the previous annual record set in 2018, [1] while ESG funds in Europe also attracted record inflows of $132 billion in 2019. [2] More than 70% of funds focused on ESG investments outperformed their counterparts in the first four months of 2020, [3] and nearly 60% of ESG funds outperformed the wider market over the past decade. [4]

One unintended consequence I haven’t seen addressed anywhere is the possibility of widespread rebellion by private investors that could put the whole pension system at risk, as stakeholders demand that funds embrace sensible, profit-driven ESG corporations in their portfolio choices while an inane law makes that commitment illegal.

Fortunately, President Biden has promised that he will use the first veto of his presidency to block a law that is just as crazy as the various “anti-woke” measures authoritarian Florida Governor Ron DeSantis keeps shoving down the throats of his state’s residents and businesses. Oh, and in the unintended consequences department, please read this Daily Beast commentary on how the anti-woke law even puts Fox News at risk.Facebooktwitterpinterestlinkedinmail

By Posted on Posted in Business Ethics, Consumer Issues, Corporate Social Responsibility, Eco-friendly, Energy & Sustainability, Environment, Green Business, Marketing Trends/News, Social and Economic Justice Tagged with , , ,

One area where sustainability can really easily interface with consumers–and give them a direct role in becoming more sustainable–is the very simple step of adding signage (including website notices) that indicates how far a product has traveled. Informal observation (not any real research) at a store that was doing this showed me that it significantly raised consumer awareness and drove purchasing choices toward more local options. Similarly, signage can clue people in about what progress you’re making on the social equity issues you’re addressing.

Another is revealing what goals were met in the making of the product, which were not meant, and how the failure to meet a sustainability or equity goal is pushing your company to do more.

And a third is to open actively monitored channels where customers and other stakeholders can make suggestions on your sustainability and social justice improvements. Think of it as a form of zero-cost consulting help (but recognize that however well-meaning they are, they are unlikely to know the true costs and feasibility levels of their suggestions. ALWAYS respond to any serious suggestion (ignore and block the addresses of the ones who spam your form, though). Engaging in real dialog is not only excellent PR, it’s also excellent market research.

Are there benefits to this approach? Absolutely! Consider Marks & Spencer, a major UK retailer. In 2007, they started measuring and reporting on 100 environmental metrics, calling this initiative “Plan A.”

Very quickly, the results provided so many benefits that the company started measuring an additional 80 metrics. As Bob Willard reports in his book, The New Sustainability Advantage (which I cite in mown book Guerrilla Marketing to Heal the World),

The company expected to invest £200 million in the program, but by 2009-10 Plan A had broken even and was adding £50 million t0 the bottom line. In response, M&S added another 80 commitments to the original 100 in Plan A. (p. 159)

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By Posted on Posted in Business Ethics, Consumer Issues, Customer Service as Marketing, language, Mindset, Psychology, Shel's Personal Life Tagged with , , ,

I just experienced such a screwed-up customer service encounter that I have to share it.

Do you pass the squeak test? - Victus Catering ConsultancyIn August, I received a letter from my primary care doctor announcing that he was cutting back on his patient hours. He has been my doctor since about 2003. In November, as COVID seemed to be easing, I called to schedule a physical exam for the first time in several years. I explained that I had several concerns and I really trusted my doctor’s diagnostic ability and asked if it was possible, despite his scaling back, to schedule with him. And I was given an appointment for today at 2:40 p.m.

Yesterday, at 4:12 p.m., less than 24 hours before my appointment, I received a call from one of the nurses that they were canceling my appointment because my doctor was scaling back and “needed to reduce his patient panel.” I said that they’d had four months to figure that out, that canceling on less than a day’s notice was extremely rude and unacceptable, that I had been willing to wait so long only because it would be with MY doctor. To their credit, they did offer me an appointment with a different doctor on Friday but I said very politely that I had specific reasons for wanting this practitioner and they had no right to snatch it away at the last moment for an issue they could have fixed at the time the appointment was set. She said the practice manager would call me.

This morning, the practice manager called back. Her customer service skills were atrocious. First she insisted that because I had received the August letter, that “it wasn’t our fault.” I explained repeatedly that I had been willing to wait more than four months only because I was promised an appointment with my chosen doctor. I actually had to say (several times) that while I understood it wasn’t her fault personally, it was absolutely the fault of her organization. I said I wanted a real apology that accepted responsibility organizationally, and she eventually admitted that yes, the organization made an error that was causing harm to me, and that she would review the interaction where I booked the appointment and find out why the person I spoke to had made an appointment that shouldn’t have been allowed.

Then I asked her how she was going to “make me whole.” She didn’t seem to understand what I meant. I said “how are you going to make it right for me?” She said there was nothing she could do. “I can’t talk to the doctor!”

Me: “Why not?”

Her: “I can’t talk to him.”

Me: “Could you explain the circumstances to him and ask that just this once, could he make an exception because of the promise made to me that it would be with him. I could find a new primary care doctor going forward but he really should keep this appointment as a one-time exception. I understand  if it can’t be today. I don’t mind if it’s later this week.”

Her: “The nurse spoke to him after talking with you. He wanted the appointment canceled.”

Me: “I doubt that she explained the full situation to him, that I was willing to wait the four months specifically in order to see him, and that you gave me inadequate notice. Would you please explain the full situation and ask him if under the circumstances, he would make an exception? Again, if it doesn’t work with his schedule today, I can be flexible about when I see him.”

Her: (big sigh). “Okay, I will ask him and call you back.” No word from her.

2-1/2 hours after she called and only 2-1/2 hours before I was due to show up, I called again. After checking their automated confirmation system, which had only the rescheduled appointment with the different doc on Friday. I spoke with a very pleasant receptionist who told me that the practice manager was in a meeting and would call before the end of the business day. I explained that this was about an appointment for today and I really didn’t want to discover after-the-fact that she had reinstated it. The receptionist said she’d have her call within the next hour. I wasn’t holding my breath and was not surprised that she hadn’t called as of the time I would have needed to arrive, or even by the time I probably would have been done. I have no way of checking, but based on her general attitude, I would be very surprised if she actually bothered to communicate with the doctor.

Customer Service is not my primary jam, but it is something I speak and write about fairly often. Done well, it’s an essential marketing function that turns customer problems into loyalists. The flip side of that is that bad or absent service converts loyalists into enemies–people who will speak up and leave poor ratings, tell their friends to avoid that business. Not the sort of messaging you want following your business around.

If I were training this organization, I would:

  1. First instill a culture of actually serving customers (patients, in this case)–of understanding that it’s not about your convenience but about making the customer feel heard and appreciated–and meeting customer needs.
  2. Teach compassionate listening skills and sincere, immediate apologies that accept responsibility.
  3. Empower the staff to offer suitable make-goods and think creatively about what the right make-good is in a particular situation. This is one time to be led by the customer; it’s totally okay to ask, “what can we do to make it up to you?” Often, their answer will be much more modest than you might have expected. In this case, I gave her what I needed: to have her offer to talk to the doc and see if he would reconsider–and even that faced a wall of resistance.
  4. Teach and model appropriate responses that make the customer feel heard.
  5. Teach the importance of keeping promises–as Google did several years ago when they actually went back and re-listened to the customer service call where I was told misinformation and cheerfully refunded the $200+ I’d been charged for following the advice I’d been given. They’ve now kept me as a cell phone customer longer than three previous companies.

As a customer of this organization, I not only had the bad experience above, but my wife has been getting the runaround for months on a chronic problem, with calls not being returned and a generally desultory attitude. At this point, they will be getting negative reviews in public places from us and we will make inquiries about other area practices that are accepting patients. I recognize that our area has a doctor shortage and we might be stuck with them, but we are tired of being kicked around and we certainly won’t recommend them to others.Facebooktwitterpinterestlinkedinmail

By Posted on Posted in Activism, Business Ethics, Business-general, Consumer Issues, Corporate Social Responsibility, Democracy, Eco-friendly, Energy & Sustainability, Environment, Green Business, Green Living/Green Lifestyles, Green Marketing, Greenwashing, Innovation, localism/locavore, Marketing Techniques and Philosophies, People Helping People, Politics, Protests and Crackdowns, Talking to the Other Side, Technology Tagged with , , , , ,

While searching “electric lawn service near me,” I found this CNN story from 2000 miles away that describes an eco-village sold down the river by the new owner of the land.

It is very unfortunate that the original developer didn’t get any guarantees that a buyer would maintain the fossil-free commitment written into the sale documents. Nonetheless, I think a creative and skilled attorney could make a number of different legal arguments that could force the developer to honor the agreement. Could the Environmental Defense Fund? perhaps take this on? It would be a great precedent to say that a community developed specifically as an eco-community could not then be put at the mercy of eco-hostile development.

As a non-lawyer, all I can do is speculate about the arguments a lawyer might use to block the conversion of the acquired parcels to fossil fuels (I have no idea if any of these would hold up in court and I am not presenting this as legal advice). Arguments could be made about such harms as

  • Introducing new health risks (especially to children)
  • Negative progress on climate that goes against International, US,Colorado, and neighborhood climate goals
  • Adverse possession (a doctrine that gives rights to squatters in certain circumstances)
  • The deliberate destruction of a cohesive intentional community
  • And of course, about consumers’ rights: this could clearly be seen as bait-and-switch: buying into a community with a stated purpose, and having that purpose violated, even shredded.

After all, a group of children have sued for climate justice, and the US Supreme Court recognized that their suit had validity (there have been many conflicting decisions on this case, however).

But the courts aren’t the only recourse. I do know something about organizing movements, and these neighbors should be organizing a movement. To list a few among many possibilities, they could be:

  • Organizing mass protests outside the developer’s office
  • Saturating the local paper with letters to the editor and op-eds
  • Enlisting allies in powerful environmental organizations, of which Colorado has no shortage
  • Protesting at the capital in Denver that their rights are being taken away
  • Contacting the press ahead of and after all of these events
  • Physically but nonviolently blocking attempts to connect the pipelines (note: this is illegal civil disobedience and participants might be subject to arrest)
  • Researching obscure laws that might provide tools that can successfully block the connection
  • Organizing boycotts and other public shamings of the developer

Plus, I really have to wonder what the developer is thinking. Eco-friendly homes are in high demand, can often sell for more than the price of comparable fossil-powered homes, and prove a skill set that many homeowners want. After all, people moved from other states just to participate in this community. And forcing eco-hostile housing development into an eco-friendly community is a recipe for public relations disaster and a bad, bad reputation.

Why not simply stop, think about the benefits of keeping this community identity, and use it as a marketing tool? That would make so much more sense than risking ongoing hostility, a ruined reputation and possibly much worse.Facebooktwitterpinterestlinkedinmail