People: they matter and make a big difference!

Seems simple, doesn't it? I think we (me included) forget that while businesses dominate the world, it is us; the people, that make them tick.

My suit-shopping story

5 weeks ago, Caroline and I went shopping in Solihull (a large town in the Midlands, close to Birmingham).

One of our objectives was to buy me 2 brand new suits. We had a budget of £X.

We visited a number of mid-level suit shops like M&S, Austin Reed, Next etc, and the service was completely generic. For example, I went to look at the suits, and no-one came near me to offer help. What was a CARDINAL SIN, was when I needed a size in a suit, and was looking for a shop assistant for help so that I could try a larger size. No one to be found. Ultimately, this cost them my business.

After unsuccessfully trying on suits in the above stores, we decided enough was enough and made our way back to the car park... when.....
we strolled past the 'Moss' suit store. I immediately recalled one of my past experiences and thought "yes - I am sure this is the store to get my suits from!"

My previous experience - creating of the 'Halo-Effect' - back in time.....

Cutting the long-story short, I had a similar experience a few years ago. I went to Moss and the experience was amazing. The assistant gave me her undivided attention and she was knowledgable. I has such a good suit shopping experience, while the store may not actually differ from M&S, Next etc, her helpfulness gave me a confidence in their brand that I did not realise was her that had given it to me. Now, when I thought of Moss, I thought of quality. Because of her.

Fast forward back to where we previously were...

So we had an unsuccessful day in Solihull, and came across Moss. I immediately recalled how great this store was. So I went in, expecting to meet the same level of service... No one greeted me, despite it being relatively empty. I was distraught. I was stood there like a lemon, inviting someone to just ask if I was ok. But no one spoke. I turned to Caroline (my partner) and said: "let's really call it a day". We turned, and made our way towards the exit.

Out of nowhere, it seems, a plushly dressed guy emerged from the stockroom with a big smile and asked us whether we were ok, and exactly how he could help. Immediately I stopped in my tracks and said, grumpily: "this is my budget, I need 2 suits; one grey, one black"

"Absolutely, sir!" he replied. He immediately sized me up and gave me a range of options. He gave his honest and critical opinion of what looked good and what would suit me (no pun blah blah). He had not won me over yet but I was starting to warm to him.

We identified 2 suits that we liked, and before he handed me the jacket to try on, he took my coat from me and hung it up so that my hands were free.

I tried the jackets on and loved them, so I decided to try the whole suit on.

Bearing in mind that it was a Saturday, I was dressed in trainers, jeans, t-shirt and casual jacket. The assistant recognised this, and, with my suit he actually gave me shoes to go with it, a shirt and a belt. I felt like I was Vivvian in Pretty Woman!

I really felt looked after and comfortable in the hands of this guy. He gave honest opinions - told me what he liked and disliked.

He won my business single-handedly. We left with two lovely suits.

Proof that people are the single biggest viriable

So, a few months down the line I decide I need another new suit - fancy a navy-coloured one - looks nice with a pink shirt. WHERE DO I GO? You've got it....

So without consdering any other store, I decided to go straight to Moss (in Leamington Spa, this time) - the halo effect of that assistant in Solihull was still shining bright.

Unfortunately, no more halo. Terrible, disinterested, unorganised, sloppy and superflouos are words that can describe my experience. I will not go into any more detail.

The same store, stocked with the same products, went from leaving me with a warm and loyal trusting feeling to a state where all respect had been lost - for the brand, Moss.

Needless to say, I did not buy my suit - but worse - Moss now rank equally to the other average high-street stores.

Lessons that I will learn from this even if no one else does...

1. It is a science - if you have 2 identical states, one with great people and one with bad people, the good people will always win.
2. Cost of good people < benefit for long-term business of good people
3. Cheap expense of bad people > long-term detriment to business
4. It takes years or even decades to build the world's tallest building but with blow it can be demolished.
5. After 2 yoyo's of good/bad experiences, I shall always assume the worst.

My first post - of many I hope - let's wait and see!

First and foremost this is intended to be a blog summarising important events that I have faced in my private and professional life. I suppose it might be classed as my 'scrap-book' of important experiences and ideas that I wish to carry with me and also to share them with you.

Inspiration for the blog

Over the past few years I have been reading an increasing amount of books. I suppose one of the first - and second - books that started my reading frenzy was Richard Branson's 'Business Strpped Bare' and then after was his autobiography 'Losing my Virginity'.

A common theme throughout Richard's life, and which I assume greatly helped him write his books, was that he always made notes of his experiences in his scrap-book. A few books later came 'Thinking, fast and slow' by the Nobel laurate Daniel Kahneman. The ideas that this book put forward were incredible but vast and I was struggling to remember all of the themes that were introduced to me. Now, I have just started reading the 'Personal MBA' by Josh Kaufman. In his introduction, Josh refers to all of the books and blogs that have resourced the content of his book.

In my mind, enough is enough. I am faced with so many exciting situations, emotions, thoughts (and the list goes on...). I need to record them somewhere. So I have chosen to use Google as my home. First and foremost because I know Google will be around for a long time, and it is so easy to use.

Going forward...

Like I said, I hope I will remain disciplined - even if filled with 'one-liners' - to keep posting my blog throughout my immediate life. I will add that I am not posting anything retrospectively; I am only going to post things that I have encountered from hereon.

I will say that this blog is intended first and foremost as an aide for me to look back on. But, I don't mind people finding it and reading it because one day - who knows - it might come in handy for some purpose unknown to me now (hence me posting this publicly just in case I die and years later I turn out to be a coming of Christ!).

I am writing this from my temp job, while sitting on reception waiting for home time. It is 17.06, and I leave at 17.15. Then off to play footie and then to Elysia's Birthday meal at Strada... YUM