Doing The Right Thing

As previously discussed on this blog and in The 10 Principles of Open Business, the value of trust to a business cannot be over-stated.

But does that mean you are doing the right thing?

Trust is the core component of the value of any brand, institution or organisation.

And - as we make clear in The 10 Principles - we don't mean the 'we trust you to deliver' kind of trust that Ryanair used to rely on, we mean the 'we believe you have our best interests at heart' kind its more recent marketing has been tilted toward (yes, even Ryanair has grasped the essential difference and how important that has become to their sustained success).

What this all boils down to is a shift in staff behaviour from Jobsworth to Doing The Right Thing.

When the horse-meat scandal hit the European food-chain, Tesco's senior team didn't stop to ask themselves what they could get away with, or to investigate which suppliers they could point the blame at and pass the buck to, or spend weeks with the legal department honing what they would say to the press and on social media. No. Instead - as CMO at the time Matt Atkinson tells us in The 10 Principles - they simply went about doing the right thing; telling the truth as they knew it, opening up to provide transparency, giving money back without a quibble - acting as if they had the best interests of their customers at heart.

That's really at the guts of my complaint about Hargreaves-Lansdown published yesterday. They are taking a Jobsworth attitude, hiding behind regulations, letters of the law.

Today we expect something different: We expect them to Do The Right Thing.

I don't blame the front line staff I have had to interact with for this - it is an organisational stance and that comes from the top.

Tesco shifted theirs, thanks in no small part to ambitions to become an Open Business. The rebuilding of trust was (and remains) essential to that business.

And if you want me to believe you have my best interests at heart you had best Do The Right Thing rather than what a set of terms and conditions protect you for. When The Computer Says No but your heart and head tell you Yes, it's wise to consider it's the computer that may be wrong...

Contracts and regulations rarely cover every circumstance, every nuance. The relationship between customer and business, or business and supplier is built on trust. The moment you have to refer to the terms and conditions, the contract, the relationship is essentially at an end - you no longer trust each other or believe the other party has your best interest at heart.

How do you make Doing The Right Thing endemic in your org? It's all about permission. I rather like what Avis has done in the US (again referred to in my book) where every member of staff (every member of staff, not just folk up the tree or behind the management desk) is empowered to give up to a set amount in dollar terms to resolve a customer's problems as they see fit, right there and then.

That makes the ability to Do The Right Thing a genuine possibility to all.

So ask yourself - in your organisation are the teams being encouraged to Do The Right Thing or keep the Jobsworth hat on? It could make all the difference to how long folk are prepared to keep trading with you.

It is done! My book is complete - and here's 20 per cent off

Last night, just before midnight, I hit a major milestone. I sent the manuscript for The 10 Principles of Open Business to the publishers.

We're still finalising the cover - though there is a draft in circulation. When I get an update I'll share it here to get your views. The preface is still to be done - but we've set a word count. Matt Atkinson, the CMO at Tesco PLC is planning to oblige. But that's pretty much all that's left.

I completed the last part of the last chapter late last night - after finally bagging an interview with Alan Rusbridger, the editor in chief at The Guardian, on the theme of open data and open journalism.

So, like all deadlines (mine was to deliver 60,000 words by July 31) there was a rush to the end. But the job got done.

Working on that chapter last night - which encompasses Open Data (with an interview with the CEO of Sir Tim Berners-Lee's Open Data Institute, Open Government (with an interview with Tom Watson MP) and Open Journalism (with Alan) allowed me to finish on a real high.

I'm really happy with the result.

It's been a long journey - not least the journey to formulating and formalising the 10 Principles in the first place - but also the actual process of writing the book.

Writing a compelling synopsis won us three keen potential publishers in the summer of 2012. At the time Jamie Burke (with whom I founded 90:10 Group where the principles were forged in the white heat of direct experience) and I were to be co-authors. Thanks to their enthusiasm and very complete international marketing plan for the book, we went with Palgrave Macmillan.

Our paths have taken us in different directions since. Jamie has founded a new business based on the principles and that left him with pretty much zero spare time.

I have stayed in consultancy - with The Social Partners - and have had to use pretty much every day off, weekend, evening, train and plane journey in between to write, arrange, interview, transcribe, edit, seek permissions, chase, herd cats etc.

Now that it's done I can reflect on how lucky I've been: Lucky to meet and connect with amazing people over many years as the ideas behind the principles were shared, challenged and gelled; lucky to be granted access to so many brilliant and usually extremely busy people; lucky to have worked with both colleagues and clients with imagination and belief; lucky to have so many great connections prepared to take a look at early drafts for me.

I really hope I've done you all justice.

The book is due out in January next year in the UK and February in the US.

I will be chairing a panel on Open Business during Social Media Week London in September with some of the contributors on the panel, so please keep an eye out for that.

And for a limited period there is a 20% discount available on the book if you use the following link (note the blurb you will find there is a little out of date. For a full and up to date contents list go here:

To get the discount, go here: http://www.palgrave.com/products/title.aspx?pid=685457 and quote "WORLDPALGRAVE20"

Second Update: I've just tested this myself and it worked (Aug 1, 4pm BST)

UPDATE: One kind early adopter has reported this route is failing for them. I have raised with the publisher and hope for a very swift resolution.

Tesco must trust us if they want us to trust them

Tesco is right to start the communications rolling in the aftermath of Britain's horsemeat-in-beef-products scandal. Emails to every customer (that they have emails for - which is a lot, thanks to Clubcard) about the value of trust, promises made about rigorous testing (the stuff we had trusted they were doing anyway) and a commitment to a new website to share progress and outcomes is all great.

But the more exciting, and both business changing and business winning, idea contained in Tesco's new commitments is in the pledge to 'open up our supply chain'.

This not only brings them the benefits of applying some of the 10 Principles of Open Business, it also goes some way to enabling customers to get closer to the wizard, rather than the curtain - in other words, the source of the brand.

And IF they are wise and consistent in the application of Open Business, if they truly wish to become customer-led, then co-creating the fix to this problem with those for whom it is intended will become second nature.

That's the part I see missing from the Tesco plan right now. It feels like the customer is being treated as a receiver of outcome rather than a key stakeholder in the decision making process. CEO Phillip Clarke has told us what he is doing for us, but he hasn't asked us what we think the solutions are, what we think will rebuild trust.

Getting closer to the source is a critical part of that. Being part of steering how that is done is another.

Tesco must first learn to trust us if it wants us to trust it.

How to kill a £10K per year relationship

Tesco. Love it or loathe it, if you live in the UK chances are you line their pockets. Big time.

If you do a £100 weekly grocery shop you spend around £5K each year. If you get your petrol there too, you're likely up to £10K - and that's without the occasional bit of electrical, homeware, clothes or even mobile phone or car insurance payments.

So you, as a customer, are clearly very valuable to them indeed. But only for your money.
It seems to me their customer-handling has all but forgotten that the gullet that consumes is attached to a human being.

A friend of mine recently received a polite but threatening letter from Tesco because she had parked in the car park at their aircraft-hangar-of-a-superstore at Barhill, near Cambridge, for more than the time Tesco had calculated it was reasonable to shop (I think their limit was/is 4 hours).

This is a car park that's shared with other retailers, by the way.

Let's think about that for a moment. Tesco used a camera to record her arrival and departure from this car park, a camera with numberplate recognition - and one which is presumably connected to a computer which can both generate nasty automated letters AND find your home address, based only on your registration number, to send the nasty letter to.

Did you know Tesco had the right to your address simply because you choose to drive into their car park? Neither did I.

Ok, so that's shocking enough. But given how hi-tech this process is, and given Tesco's famous clubcard scheme and all the information it records about your shopping habits, then the only excuse for the automation of a snotty letter is pure profit-motivated laziness.

How so? Well, first, let's consider things from Tesco's perspective for a moment. Why do they want to limit your car parking time to 4hrs? Perhaps they have an issue with commuters parking their cars at the superstore and hopping on a bus into Cambridge. It wouldn't surprise me.

So, first of all, the people it should be targeting are those who are NOT coming into the store and ARE repeating the behaviour of parking for entire days, day after day.

Both of these behaviours are discoverable through Tesco's electronic surveillance.

Had the system been written to check for repeat behaviour (that's an IF THEN line even in Basic!) then it would not be writing a snotty letter to my friend. This was the first time she'd ever been there for more than 4 hours.

Had the code been written to query transactions in the store (again, it's a simple IF THEN) then it would also have known she had made two transactions in the store that day, one before lunch and one after. Again - don't send the letter.

My friend was shopping for a kids birthday party, had a break for lunch (in the Tesco restaurant!) and a shop in one or two of the other stores sharing the the same car park. That's how 4+ hours fly by Tesco dudes - at least they do for your 'valuable' customers - ones spending money.

This system would be so easy to put right - even as an automated one.

But here's my suggestion Tesco: Since the average family is spending £10-£15K with you each year - and each one of these sent-in-error automated letters could cost you a customer each time - wouldn't you be wiser employing say, just one customer services advisor to speak human-to-human to those you fear may be abusing your free parking?

A little conversation would soon reveal the true circumstances. And you'd be much more likely to keep your customers.

Every time you send one of these letters without understanding the circumstances you risk losing that customer's £10-£15K a year - for ever.

And they are telling their friends...