Thursday, September 18, 2008

“Pretty Good” Government

I’m all for “Good Government” (even though “Pretty Good Government” sometimes gets better results), but the recent fracas about the process surrounding the hiring of Providence School Superintendent Tom Brady (one of the best in the business) reminded me of a true story about President Teddy Roosevelt’s seizure of the Panama Canal Zone from Colombia. After the deed was done, Roosevelt asked Attorney General Philander Knox to author a legal opinion justifying the audacious action. To his immortal credit, Knox responded “Mister President, do not let so great an achievement suffer from any taint of legality.”

Monday, September 15, 2008

The Red Sox Are. Are You?

In the end, there are two kinds of companies: There’s the “Company Policy” Model. Their answer to any request that deviates even slightly from “Company Policy” is a resounding “NO.”

These are the places that won’t let your six-year old use the clearly visible restroom, even though his bladder is bursting. Why? Because Company Policy says it’s for Employees Only.

(A friend of mine gets even by asking to use the restroom after his purchase has been rung up. If the answer is “no” he puts the wallet away and leaves the merchandise on the counter.)
This isn’t necessarily a characteristic of big companies – this kind of self-defeating behavior is the norm at enterprises of every size. These companies are not centered on the customer. In fact, they seem to give off a vague sense of doing you a favor by taking your money.

The other model is the “Disney World/Nordstrom” model. At these places, they find a way to say “YES.”

Well, add the Red Sox to the Disney-Nordstrom list. Here’s why: We took our two kids to a rainy, damp Fenway Park Friday night. (Wakefield was awesome; Sox win 7-0.) Our seats were a few rows beyond the reach of the overhead cover. When we asked Alicia, the usher, if we could sit in some empty seats under the cover in order to keep out of the rain, she said….YES, without thinking twice. When the ticket holders showed up in the 4th inning (Who shows up in the 4th during a pennant race?!) we moved. By then, the rain had stopped and the night was saved.

Here’s to the Alicia, and the Red Sox, who understand that it’s all about the customers.