We hear lots of talk about being customer-centric—but then we see far too many examples of companies that DON’T walk their talk. I still remember seeing a sign inside a Blockbuster Video store, maybe 20 years ago, talking about their empowered employees. I went up to the counter clerk and asked permission to snap a picture of the sign; I wanted to use it as a positive example in the customer service section of the marketing book I was writing—and the clerk said I’d have to call corporate headquarters. What kind of empowered employee is that? I was so disgusted I never set foot in another Blockbuster.
Most companies will need to make three shifts at the same time to become truly customer-centric. All three are challenging but bring very big returns.
  1. Create a culture where employees feel valued and listened to—where what they do makes a difference. Empower them not just to fix customers’ problems but to harness their own creativity to create preemptive change. IN the trenches every day, employees often have the best ideas for improving things. But they will only share those ideas if they think management will pay attention and that they won’t get punished in any way. No matter how crazy an idea may seem, give it a full airing. Often, you can modify it to be practical, and implement those pieces. Consider implementing a reward system for any idea. The reward doesn’t have to be monetary. It could be as simple as naming the employee with the best idea, or with the most ideas, Employee of the Month. However, if the idea saves or makes the company a big pile, the originator should get a money reward too. For hierarchical companies, this means letting go of command-and-control and making line employees feel that management really wants their ideas—which can be discussed in public meetings/assigned to study/IMPLEMENTATION committees and NEVER dismissed out-of-hand by a manager either 1:1 or in public. This takes training, of course.
  2. Really listen to your customers. Don’t just wait for them to complain. Go out and ask them what they love about working with you, and what they’d like you to improve—and why.
    A woman on a customer service call, taking handwritten notes
    A woman on a customer service call, taking handwritten notes

    Treat this seriously and publicize the way their suggestions become innovations (including honoring them by name, if they consent). Not only will this show how responsive you are, it encourages more people to jump in with their own ideas.

  3. Align your company with a higher purpose. If people feel that you’re making both a difference and a profit, they will become much more enthusiastic Employee turnover drops while productivity goes up, customer retention increases, and you might even become a media darling. For instance, can you identify, develop, and market a profitable product or service that actually helps turn hunger and poverty into abundance, war into peace, or catastrophic climate change into planetary balance?
  4. Bonus tip, because I like to overdeliver: shift from a scarcity to an abundance mindset. Replace “yes, but” with “yes, and”: expand the possibilities, build off that suggestions until you’ve co-created something wonderful. Then go implement it!

Need help? This is what I do in my consulting, writing, and speaking. I’m really good at finding opportunities for almost any company to “do well by doing good” (old Quaker saying): to find profitable niches that make the world better, and to create the products and services to fill those niches. Here’s my contact info. Want to learn more? Drop by https://goingbeyondsustainability.com/ and have an explore.

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Guest Post by Wayne Stevenson Thomas, in San Antonio, Texas

[Editor’s note: We stayed with Wayne on our first trip to San Antonio many years ago, and have stayed in contact. I am always looking for examples of for-profit businesses that serve a greater good. If you’ve got an example and would like to guest-blog, please write to me through this site.]

Thrift Shop Interior
Thrift Shop Interior

Cliff Morgan was an executive at the local St. Vincent de Paul. They had a big operation of recycling the items they couldn’t sell or give to the poor. But he and the St. Vincent board found that the not-for-profit model didn’t allow him the flexibility he needed to operate. (Something about how all contracts or agreements had to go to the board as well as any expenditures above a fairly low number.)

So St. Vincent decided to spin off the operation into a for-profit, which Cliff owns. SA3 Community Recycling serves three communities of interest: Nonprofits who receive donations they cannot use, nonprofits who need items, and citizens (as represented by our governmental organizations).

He collects unneeded items from providing nonprofits. He pays them for clothing, shoes and bundled cardboard, generating a small revenue stream for them while allowing them to concentrate on their mission, rather than on disposing or selling unwanted material.

He contacts receiver nonprofits to provide them exactly the items they need from the stream of items he receives from the provider nonprofits. He provides exactly what they need. For instance, Dress for Success might need 5 size 16 Women’s business suits. SA3 would pull exactly that out of their stream and no more.

For the citizens as a whole, he contracts with governmental organizations to keep items out of the landfill. For instance he accepts cathode ray tube TVs from the providing nonprofits and disassembles them. He does the same with other electronics (if he doesn’t have another nonprofit that can use them.)

He generates income (as I understand it) by selling the clothing and cardboard for a bit more than he pays for it, and by selling the metal and other material captured from the electronics. He pays his staff, who do the pick-ups and supervise the volunteers who help sort the items that come through the door.

Among the nonprofits he provides with items from his stream are: Habitat for Humanity (building material), the Diaper Bank (loose and packaged diapers), Dress for Success, Spare Parts (an arts nonprofit that provides used and repurposed items to local art educators) and Samministries (household items for families leaving shelters). He also provides items as needed to several St. Vincent operations in South Texas. I believe he sincerely wants to recycle as much as he can within the community (and have connected him with several other receiver organizations).

Wayne Stevenson Thomas is a former volunteer and assistant manager at Jefferson Thrift Store in San Antonio.

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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

Too often, businesses think of sustainability as a “have to” instead of a “delighted to.” Let’s change that attitude! Here are three among many reasons why business leaders should be thrilled to embrace deep sustainability:

  1. The powerful business case. More and more stakeholders are demanding that the companies they patronize address wider environmental and social issues; those who fail to do this are starting to lose market share. Not only that, but going green the RIGHT way can substantially lower costs of energy, raw materials, and other goods while building in customer loyalty and tolerance for higher prices. To say it another way, greening your company can significantly up profitability! Companies in the Fortune 500 figured this out some years ago. Pretty much all of them have sustainability departments (under various names) and have made huge progress in the past decade. Of course, we still have a long way to go. But many smaller companies are resistant. Because they see expenses, not income streams, they dig in with their old, inefficient ways. But certainly, the low-hanging fruit–taking the steps with quick payback–increases profitability directly, by raising income and lowering costs.
  2. The ability to market sustainable goods, services, and processes to three different types of consumer: the Deep Green, who makes purchasing decisions contingent on social responsibility; the Lazy Green, who will do the right thing if it’s convenient; and the Nongreen, who is indifferent or even hostile to a sustainability agenda, but who will happily buy green products and services if they are positioned as superior (more comfortable, more durable, less toxic, etc.). Of course, these three kinds of customers need three different sets of marketing messages–something many green companies don’t understand, and thus leave a lot of money on the table.
  3. The power of business to go beyond sustainability—to regenerativity. To actually make things better: identify/create/market *profitable* offerings that turn hunger and poverty into abundance, war into peace, and catastrophic climate change into planetary balance. Lifting people out of poverty (and creating new markets), ending war, solving climate change as ways to make money: how cool is that?

I’ve spent the last several years studying this trend and have written an award-winning book, Guerrilla Marketing to Heal the World, that shows how in detail. It’s been endorsed by over 50 business and environmental leaders, including Seth Godin and Chicken Soup for the Soul’s Jack Canfield. You can learn more at the Guerrilla Marketing to Heal the World page at GoingBeyondSustainability.com (I think it’s by far the best of my 10 books, several of which have won awards or been translated and republished in other countries).

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Seize the opportunity!

Tragic as it is, the wipeout of Puerto Rico’s fossil-based infrastructure via Hurricane Maria creates a powerful opportunity to do it right the second time. With its vast solar and wind resources, why not make this sunny, breezy island the pilot project to develop 100% renewability in buildings for a populous island—using microgrids to build in resiliency, so if part of the system goes down, the rest still delivers power?

A storm-damaged pier. Courtesy freeimages.com
A storm-damaged pier. Courtesy freeimages.com

There’s already at least one island country we’ve all heard of that is near-100% renewable if you don’t count vehicles: Iceland (hydro and geothermal). Solar/electric entrepreneur Elon Musk has already converted several tiny, obscure islands, like Ta’u in American Samoa, and he says he can scale up to serve the 3,670,243 Puerto Ricans.

Of course, converting PR to renewables requires the re-invention of funding. We need mechanisms that allow a bankrupt country (technically part of the US) to front-load a huge infrastructure and then repay out of savings even when many pressing needs will be competing for those funds. The private sector won’t step up if they don’t have complete confidence that they’ll get paid back. Eco-economists, this is your moment!

But also, justice demands that a big chunk of financing come from outright grants, from the US government and various foundations and disaster relief agencies—just is occurred in storm recovery after other superstorms like Katrina, Rita, Sandy, and Irene. Even the heartless occupant of the White House, possibly the least compassionate and least competent man ever to hold that office, must not be allowed to marginalize Puerto Rico just because the population is Latina/Latino and the language is Spanish.

And wouldn’t it be cool if someone (Elon Musk perhaps?) stepped forward to fund a switch of the vehicle fleet to non-carbon-emitting sources? If the island had solar on every sunny room, it would be easy enough to supply the vehicles as well.

In some ways, converting the entire island to clean, renewable, resilient energy would actually make rebuilding cheaper and easier. Fossil fuel infrastructure is expensive, complex, and subject to environmental catastrophe. But if the money that would have gone to build tanker ports and refineries went to establishing on-island solar panel factories and training installers and to bringing in the raw materials to make millions of high-efficiency panels to deploy in every neighborhood in the Commonwealth, it’s doable.

I’m not the only and certainly not the first to say this. In addition to Musk, Time Magazine, Renewable Energy World, safe energy activist/author Harvey Wasserman, the deep-story news outlet Democracy Now, to name a few, have all said this is possible and desirable.

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Someone asked on Quora whether 40 was too old to start a business. Once I was done laughing, this is how I answered:

Fireboard decorated by Grandma Moses, 1918. Courtesy Wikipedia.
Fireboard decorated by Grandma Moses, 1918. Courtesy Wikipedia.

One of the US’s most famous painters, Grandma Moses, started painting at 77 and made it her career at 78. I’ve known dozens of people who started a business after working in the corporate world for decade. And when I was a paid organizer for the Gray Panthers in my early 20s, my chapter leader was a 75-year-old fireball who had taken up yoga and become a vegetarian at age 70. It is only your own thinking that is holding you back.

But start small, keep another income stream, and test the waters. Make your business viable—and make sure you like it—before you saw off the bridge. Expect to flounder for a year or two as you figure out the intersections of your skills and interests with what the market wants.

I stated my business at 24 after several failures over the previous several years, expecting it to be a part-time thing until I could find a job. Instead, my business kept morphing and getting both more interesting and more successful. I’m now 60 and in the midst of yet another business reinvention. What I do today looks almost nothing like what I did 20 years ago, but the seeds were always there. My latest incarnation is helping businesses turn hunger and poverty into sufficiency, war into peace, and catastrophic climate change into planetary balance—not through guilt and shame but by creating and marketing profitable products and services that address these enormous challenges.

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Seth Godin’s post this morning listed “17 Ideas for the Modern World.” It’s a great list, and I recommend you click through to get the longer explanations of each one. And if you aren’t subscribed to his daily bulletin, you really should be. He’s always challenging us to find the deeper meaning, and I find that not only excites my brain but often creates action.

I engaged in dialogue with him on one of the items, and I wanted to share that with you:

Seth Godin. Photo by Jill Greenberg. Courtesy of Seth Godin.
Seth Godin. Photo by Jill Greenberg. Courtesy of Seth Godin.

 

On Sat, Jun 24, 2017 at 5:18 AM, Seth Godin wrote:

See the end before you begin the journey

I’ll add a Part 2: –but recognize that what looks like the end when you start may turn out to be a way station

That has been key for me, as projects and goals evolve the more I learn and take me to places I could not have imagined.
The work I’m doing now about connecting business with profit opportunities addressing hunger, poverty, war, climate change, etc. (and thank you once again for endorsing my book on this, Guerrilla Marketing to Heal the World) started as an insight in 2001 or 2002 that the frugal marketing strategies I’d been championing for years also created a path for business to succeed by being ethical. By 2003, I had a book out on that. If I had thought it this far out, I would have never gotten started. It would have felt much too big and unachievable.
Back then, when I described my work, I used to often hear “business ethics? That’s an oxymoron!” I rarely hear that now (maybe once or twice in the past five years) and I like to think I had something to do with that change.

These days, I find people start with “oh, you can’t fix hunger, poverty, war, or climate change, we’ve been struggling with them for thousands of years.” And then they listen for a bit. And then as I lay out a few examples of businesses profiting by changing the world, they see that it can actually work, changing one business at a time. Their skepticism turns into enthusiasm. I’d love to figure out a way to scale that up.

PS: I only count 16. Did you drop one at the last minute? I’d love to know what it was.

Warmly,

Shel Horowitz – “The Transformpreneur”(sm)
________________________________________________
Watch (and please share) my TEDx Talk,
“Impossible is a Dare: Business for a Better World”
Contact me to bake in profitability while addressing hunger,
poverty, war, and catastrophic climate change
Twitter: @shelhorowitz
* First business ever to be Green America Gold Certified
* Inducted into the National Environmental Hall of Fame
mailto:shel at greenandprofitable.com * 413-586-2388
Award-winning, best-selling author of 10 books. Latest:
Guerrilla Marketing to Heal the World (co-authored with Jay Conrad Levinson)
_________________________________________________
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Someone posted a breathless, gushy letter to potential investors in a new solar technology and asked the members of the discussion group if we thought it was real.

Here’s a piece of this over-the-top marketing letter (don’t try to click the links; I have disabled them and removed all identifying information).

hypey sales letter for investing in new solar tech
hypey sales letter for investing in new solar tech

I thought my answer was worth sharing the relevant parts with you here:

 

Lets look at this as an opportunity to educate ourselves, because these kinds of issues come up regularly. And as climate advocates, we need to have some familiarity…While I agree that the scheme is off-topic, the general idea of where we’re at with solar is quite germane–and so is the need to understand the marketing world. Be sure to read at least to bullet #3.

  1. This is hypey marketing copy promising a ridiculous high return on an investment with an unknown company. That to me is a whole bunch of red flags, and I echo the caution that others have urged.
  2. As someone who makes part of my living writing (non-hypey, fact-based but emotionally driven) marketing copy for green businesses, I can tell you that not all copywriters take the time to thoroughly understand the products they’re hired to write about. I would want to see independent verification of all these claims, and to know whether this is an independent analyst or (as I suspect) someone who either was paid by the company/is earning sales commissions from the people who click–or dipped lavishly into the work of someone who was.
  3. BUT there have been major advances in solar (and other clean energy) technology in the past few years, and we as energy/climate advocates should be at least vaguely aware of them. the stuff that IS real provides major talking points in converting former climate skeptics. As an example, there have been tests of some solar collectors that achieve efficiencies above 40 percent, which is about double the typical collector of today. That makes solar a lot more practical for homeowners (maybe even tenants) and also more profitable as a business venture.
    There’s a lot of hope in using approaches based in biomimicry: studying and imitating nature. Most green leaves are about 90% efficient as solar collectors. Many of these new technologies use something other than silicon. I’m even aware of one research team that’s looking at DNA as the medium for capturing and harnessing energy.
  4. Even today, solar panels are far more efficient and affordable than they were a decade ago. Add innovations like solar roofing tiles that serve both roofing and power generating functions as well as the tremendous breakthroughs in affordable battery storage and solar is suddenly a whole lot more attractive.
    I’ve been using solar for almost all my hot water since 2001, and for about 1/10 of my electricity since 2004. Were I to put the same size arrays up today, I’d be able to get about 1/3 of my electricity, as it’s improved by about a factor of 3–even better if I had collectors that track the sun.
    I live in cloudy, cold Massachusetts. If I can make it work, every building in Arizona that isn’t blocked by a mountain, tall trees, or a taller building ought to be solarized by now. And while gas and oil prices have fallen thanks to fracking, their impact on the environment has worsened. Meanwhile, the price of solar has dropped so much that even with the cheaper fracked gas and oil, it’s often competitive now, and it doesn’t threaten our water supply (something far more precious than petroleum).
Hope this helps!

 

Shel Horowitz – “The Transformpreneur”(sm)
________________________________________________
Watch (and please share) my TEDx Talk,
“Impossible is a Dare: Business for a Better World”
Contact me to bake in profitability while addressing hunger,
poverty, war, and catastrophic climate change
Twitter: @shelhorowitz
* First business ever to be Green America Gold Certified
* Inducted into the National Environmental Hall of Fame
Award-winning, best-selling author of 10 books. Latest:
Guerrilla Marketing to Heal the World (co-authored with Jay Conrad Levinson)
_________________________________________________
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Here’s a letter I wrote to US Cabinet Secretaries Tillerson, Perry, and Pruitt (State, Energy, EPA), and to Massachusetts Governor Charlie Baker (with a different subject line). Please write your own letter. You are welcome to model mine. Click to send an email directly to Pruitt and Perry and link to Tillerson’s contact form.

"I wrote a letter to the US government" (picture of handwriting)
“I wrote a letter to the US government”

As a business owner, I ask that you maintain the US’s role in the Paris Climate Accord. The Paris Accord marks a wonderful opportunity for American business to make headway against the widespread perception that European businesses are more environmentally focused. American businesses cannot win back the international market share they’ve lost to environmentally forward-thinking European companies if our own government is seen as sabotaging progress. It would not even shock me if, should the US pull out, activists start organizing boycotts on all US-based companies. Boycotts like this are economically disastrous for the US, just as similar boycotts created enormous pressure on South Africa during the apartheid years and are now beginning to affect the economy of Israel over its presence in Palestinian territories.

I am a consultant to green and social change companies, and I see the positive bottom-line impacts of meeting or exceeding climate goals over and over again. Industries have found that climate mitigation, done right, lowers costs and boosts revenues, thus increasing profitability. I recently attended a conference with speakers from Nestlé, IBM, Google, Pirelli, Coca-Cola, Paypal, clothing manufacturer VFC, and many other global corporations, and the message from every speaker was about the bottom-line benefit of greening their company. This is why companies as diverse as Monsanto, Intel, Dupont and General Mills are among the 1000 companies that signed a public letter this winter urging the US to stay in the Paris agreement.

Progress on climate will also have beneficial effects in the wallets of ordinary Americans–because it will improve health. Reducing asthma and other carbon-related diseases means more discretionary spending and thus an economic boost.

Finally, the long-term picture of addressing climate change in a meaningful way means the creation of hundreds of thousands of new jobs in the energy, manufacturing, and agriculture/food sectors as well as a more livable world for our children and grandchildren. If anything, the Paris targets should be seen as a starting point. And if the US embraces this fully and uses its technological leadership, it will create market opportunities around the world for US companies selling the technologies to make this transition.

Sincerely,

Shel Horowitz – “The Transformpreneur”(sm)
________________________________________________
Watch (and please share) my TEDx Talk,
“Impossible is a Dare: Business for a Better World”
https://www.ted.com/tedx/events/11809

Contact me to bake in profitability while addressing hunger,
poverty, war, and catastrophic climate change

Twitter: @shelhorowitz

* First business ever to be Green America Gold Certified
* Inducted into the National Environmental Hall of Fame

https://goingbeyondsustainability.com
https://transformpreneur.com
mailto:shel@greenandprofitable.com * 413-586-2388
Award-winning, best-selling author of 10 books. Latest:
Guerrilla Marketing to Heal the World (co-authored with Jay Conrad Levinson)

_____________________________________________

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Found this list of 25 “Greenest Brands in America“—but frankly, I’m skeptical.

It’s based on reader votes. In any kind of reader popularity contest, the votes go to companies the most people are familiar with—or those whose marketers actively campaign and tell their fans to go vote for them.

Certainly, all these corporations have major environmental achievements; by now, every major corporation does. In fact, I attended a conference last month that focused on the profitability case for green action. Several of these 25 had speakers. I even moderated a panel that included Coca-Cola.

But this kind of survey pushes away the small companies with smaller followings but very green practices (Interface, Timberland, Patagonia, etc.) Only two such companies made the list: Tom’s of Maine and Ben & Jerry’s, and both are owned by much larger companies.

Patagonia's fish/mountain range-shaped logo
Patagonia’s fish/mountain range-shaped logo

I was also struck by three absences I would have expected to be there: Walmart, which has done more to green the supply chain and its own operations than any other player, but whose demographic doesn’t typically participate in sustainability surveys (and which has serious issues on other parts of the social entrepreneurship spectrum, especially on labor and supplier policies), Starbucks, which talks a great line to the right demographic, but whose practices don’t always mirror its rhetoric, and Whole Foods, whose entire mission intersects so well with green practices. Also kind of surprised to see Apple included. Either they’ve cleaned up their act or people give them more kudos than justified because their products are so cool and their fan base is so strong. To go from the Foxconn scandal to being named on a Top 25 list for green practices in just over two years is quite remarkable.

Even in surveys based on research, what you measure influences your conclusions. For example, Monsanto often wins data-driven corporate responsibility awards (and loves to brag about them), yet to many food activists, its policies are anything but responsible; they would call this award greenwashing.

 

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For the past 3-1/2 years, I’ve been not just thinking but taking steps to change the entire direction of my business from basic marketing consulting for green businesses to shaping profitable ventures that directly turn hunger and poverty into sufficiency, war into peace, and catastrophic climate change into planetary balance. In other words, showing how social entrepreneurship is a business success strategy that increases revenues and decreases costs. Obviously, more revenue plus lower expenses = higher profits.
Yeah, thinking big. Big enough so it took some serious time to get ready (far more than I thought it would. Here are some of the steps I’ve taken:
  • Hired a remarkable business coach, Oshana Himot, who helped me see that I didn’t have to wait until certain metrics were in place before dong this work that’s been in my heart for decades—and that if I did wait, I’d never get there. She has also worked with me on role-playing sales conversations, etc., to the point where now I really am ready.
  • Launched several new talk topics, including “‘Impossible’ is a Dare”—which I first gave as a TEDx in 2014; I’ve done it several times since, in longer (and once, shorter) formats. You can get a nice taste of it in my 4-minute demo video, if you’re interested: https://www.youtube.com/watch?v=tooSVbHQ5Ik&feature=youtu.be
  • Wrote and found a publisher for my 10th book, Guerrilla Marketing to Heal the World, and went to press (a year ago) with about 50 endorsements, Chris among them—alongside Seth Godin, Jack Canfield, and guest essayists Cynthia Kersey (“Unstoppable”) and Frances Moore Lappé (Diet for a Small Planet). The book has won two small awards so far.

    Cover of Guerrilla Marketing to Heal the World by Jay Conrad Levinson and Shel Horowitz
    Cover of Guerrilla Marketing to Heal the World by Jay Conrad Levinson and Shel Horowitz
  • Organized a very ambitious telesummit (also in 2014) that flopped utterly and made me realize I was NOT ready to go after clients in this new niche—and began to do more work to get myself ready.
  • Put up several websites to help me figure out where to put my energy: I had to develop https://transformpreneur.com and https://impactwithprofit.com before I figured out what I really wanted to say and to whom. The result is https://goingbeyondsustainability.com
  • Determined that small businesses were probably my most likely clients, but that they were not likely to have the budget freedom. Thus, I chose to go after larger companies who might sponsor me to work with their clients, suppliers, NGO partners, etc. Bought a program on how to get sponsors and created a fabulous proposal, driven by benefits to the sponsoring company, that (hopefully) will get my hired to speak and consult.
  • Created a list of ~200 companies I mention favorably in the book and hired someone to research the contact info.
  • Hired a designer to develop a log.
And now I’m finally at the point where it makes sense to reach out to those companies and see if I can get traction. I only need about three to say yes to a medium-to-large project to have a full pipeline.
To me, this is true sustainability; business has to survive—and thrive—in order to make that difference. But the business world often defines sustainability much more narrowly: as simply going green. In positioning my services, I wanted to make a statement that “sustainability,” under that definition, is not enough. It’s keeping things from getting worse, where I think we can make things better. Thus, the name, “Going Beyond Sustainability. And this logo:

https://goingbeyondsustainability.com logo and tagline
Going Beyond Sustainability logo and tagline

This, I believe, is the future of Corporate Social Responsibility (CSR): fundamentally reinventing society to better serve the needs of its planet and its people, self-funding through profitable products and services.

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