Numbers vs. People
3 Comments Published by Frank Lane September 19th, 2007 in Leadership, Organizational PerformanceI’ve been out of the US for over a week now, and being out and about always changes or clarifies my viewpoint on the World.
I ran into an interesting quote from the Dali Lama that I think pertains not just to politics, but to business as well. “Wars arise from the failure to understand one another’s humanness. Instead of summitt meetings, why not have families meet for a picnic and get to know each other and let the children play together.”
This is profound and applies also to our activities as marketers and business leaders. When “we plan around the numbers instead of the people,” sooner or later we lose the understanding of one another’s humanness, and the business weakens. This happens externally with our customers and consumers. This happens internally with our partners and employees.
“Double-digit revenue year to year” is not vision. “Let’s go into the pet food business” is not vision. “Cleaner clothes for every famility in the World” is vision. Employees can rally around true vision. Employees cannot rally around numbers.
PEOPLE ARE MORE IMPORTANT THAN NUMBERS because the people are the reason for the numbers.
Hello Frank,
It would seem getting to know one’s customers as intimately as possible would be good business.
I work with a client selling a high-tech, high-priced technology item. They don’t want to post their phone number on their website as then “people might call with questions.”
Fortunately, they do respond to emails but I wonder about the “do not call” approach.
Ernst
Hello Frank — You mentioned you were out of the country. Just curious to know where you are traveling.
Ernst
Ernst, Good to hear from you again. First, I have been working in Italy, France and Spain for several weeks. Head home today.
As for phone numbers, I can’t be too critical. FrankLane Ltd does not post its phone numbers or snail mail addresses either, but for a different reason. We do not use company land lines and everyone in the firm has different cell numbers. Mine is 770 329 0935, in case you ever want to discuss an issue. I like to talk marketing and branding with anyone interested.
We agonize over this issue because we understand that no client gets added without deep dialog first. On the other hand not wanting to talk with clients or customers is a terrible policy. Some customer service operations limit the time a person can stay on the phone with a customer and we argue against this.
So congratulations Ernst, you have made me rethink this important issue.