Rolling Sands Consulting

World Water Day 2021: Where there is no water…

Change is unsettling and disruptive. It’s instinctive to be wary of change. However, there are many situations in business and in life where it’s absolutely necessary for our safety, security, prosperity, health, and sanity.

To succeed, we need to be authentic, consider other people’s point of view, value the wellbeing of others and our own, and often go against the grain. The (dreaded) “we’ve always done it this way” argument…

Is false (or we’d still be living in caves!), and
Assumes that there is never room for improvement, it’s perfect as is

Innovation and evolution are required for personal, professional, and community growth. Being Agile—committing to continuous improvement—makes all the difference. Perfection does not exist. Excellence does!

Today is World Water Day. Let’s look for ways to protect and conserve this finite and indispensable resource:

After all, where there is no water, there is:

No health.
No prosperity.
No business.
No life.

Customer Service Fail!

My dog knows to respond when I call him…unlike some companies.

Recently, a product I buy regularly was out of stock on Amazon with no restock date. I found the manufacturer’s Q&A web form and submitted two simple questions, “Will Amazon be receiving more stock soon?” and “If not, can I buy it somewhere else?”

I waited…and waited… After more than a week of waiting, I was forced to look for an alternate product.*

In the end, I found something that works better, sells for less, and made in Canada. Guess which product I’m buying next time!

How much business are they losing by not providing even the most basic customer service?! Why do they bother with a contact form on their website if they lack the capacity or intention of responding?

Providing great customer service can be challenging, but the basics go a long way. Simply listening and responding to your customers—even if you can’t help them—is the least you can do.

Have you had a bad customer experience lately? Comments and/or dog photos welcome!

Common sense is not so common. — Voltaire

*My Treeing Walker Coonhound, Roger, loves digging in the dirt with his nose leaving it dry and cracked. The product in question is a salve for his poor abused sniffer.

Playing Nice While Playing Devil’s Advocate

Conflict practically guarantees the success of any team!

Well, not exactly. I’m referring to a very specific kind of “conflict”…the role of devil’s advocate or skeptic.

Amongst other things, I’m an analytical problem-solver. I try to see things from many perspectives which makes me a good marketer. I always look for loopholes, flaws, and gaps in plans, processes, and campaigns to avoid problems popping in unannounced later on.

Because playing devil’s advocate comes naturally to me, I haven’t always considered how my comments might affect my teammates. This has resulted in hurt or anger from time to time. The easiest fix for me is to preface what I say with a statement that I’m stepping into the role of skeptic for due diligence, while making sure my question is posed in a neutral tone of voice.

For many, our work lives define who we are, at least in part. Regardless of how altruistic it may be, a direct and serious “Have you considered…” or “What if…” question from a colleague can feel like personal attack as opposed to a strategic business discussion.

Playing nice while playing devil’s advocate stimulates healthy discussions and yield better results.