Don’t click ‘send’ and other career-saving email tips – Jason Kilgore

He really thought we should go with “A.”  He was wrong.  “B” was the only viable option and I replied to his email as such.  In his passive-aggressive tone, he emailed me back to say that we could go with “B” but we should give fair consideration to “A.”  Some people have nerve!  I stewed over it for a day and then told him our plan would go down the toilet if we didn’t choose “B”.  Now, it was all-out war.  He replied in ALL CAPITAL LETTERS, “GO WITH ‘B’ THEN.”  He did NOT just send me an email in all caps. Oh, but he did.  That’s it.  My conversation was over with him – forever.  We will never speak again….

….But we did.

At church.

The next Sunday.

He said, “Yeah, Jay, I think you’re right. We just need to move ahead with ‘B’.”

I was confused. “But, your email seemed to indicate that you were sold on ‘A’,” I replied, trying to look as if I had genuinely considered his opinion.

“Not at all.  It’s a big decision.  I was bouncing ideas off of you.”

And about the ALL CAP’S EMAIL?

“I just got a new smart phone.  Still can’t figure that thing out.”

Lesson learned.

Email is a great tool for communicating, sometimes.  Here are ten simple rules I have developed for myself regarding the use of email.  Use them wisely, my friends.

  1.  There is no such thing as a confidential email.  What you put in writing lasts forever.  Always assume the entire company will have access to what you write.  Gossip is best left to potlucks and prayer meetin’s.
  2. Never read any emotion into an email, even if it is in all caps.  Writing styles vary greatly.  Some people express themselves well with the written word.  Most do not, so don’t assume they do.
  3. Do not press ‘send’ if the back of your neck feels hot.  How many times have you fired off an email when upset or angry?  How many times have you regretted doing so?  No email is so important that it can’t wait 1 or 2 or 24 hours to send.
  4. Proof-read your emails.  Spell check only ensures that you spelled a word correctly, not that you used your intended word.
  5. The “subject” line is there for a reason.  Use it.
  6. Complex concepts cannot be communicated in an email. Readers become quickly bored with long emails.  Email is a quick, “catch up with me later” tool. (If you cannot resist, use bulleted points.)
  7. Only use email to coordinate simple tasks, summarize conversations, ask questions, or communicate basic facts. Esoteric concepts are best left to other forms of communication.
  8. Large attachments are the devil.
  9. Cute backgrounds are not cute.  Backgrounds were a fad back in the 90’s.  Now, to the tech-savvy, email background screams out, “Look what my 9 year old grand kid showed me how to do.”  Not cool.
  10. If in doubt, pick up the phone or make an appointment to speak in person. (Remember that device in your pocket used to update your status?  You can also use it to talk to people.)

Communication technology is forever changing.  So are the rules in how we use that technology.  How you choose to communicate in personal emails and via social media is up to you.  However, teamwork in the professional world relies on effective, efficient collaboration.  Violating these ten email rules distract and detract from meaningful communication.  Follow these rules and you will be a more valuable member of your team.

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Selling Extended Warranties Sends a Mixed Message

I know it is the Christmas season because I am bombarded with extended warranty offers on everything I buy.  One sales person in particular asked me if I wanted to buy an extended warranty on a television.

ME:  “What does the warranty cover?”

HIM:  “It covers the cost of repair or replacement if something goes wrong.”

ME:  “Like, if I drop it or something?”

HIM:  “No, it doesn’t cover that.”

ME:  “Oh, you mean if there’s a power surge and the electronics get fried?”

HIM:  “No, it doesn’t really cover that either.”

ME:  “Then, what does it cover?”

HIM:  “The warranty covers any repairs needed as a result of an internal failure.”

ME:  “Internal failure, meaning defective?”

HIM:  “Yes.”

ME: “So, there’s a good chance this TV is defective and I will be screwed unless I buy the warranty?”

HIM:  “Ummmm….”

ME:  “I’ll pass.”

The logic behind selling extended warranties is fundamentally flawed.  (Yes, I recognize warranties are sold because consumers buy them and the retailer makes money.)  Selling extended warranties sends mixed messages to consumers.  On one hand, retailers depend on their customers believing in the quality of products offered and the reputation of the organization to deliver that expected level of quality.  On the other hand, customers are asked to pay a hefty fee in anticipation that the seller will fail to live up to the standard of excellence it is trying to portray.  This is the reality, but does it even make sense?  Carefully consider the following before offering to sell your customer an extended warranty.

  1. Extended warranties contradict the consumer’s sensibilities about the meaning of “fit-for-use.”  As consumers, we expect the products and services we buy to be fit-for-use, meaning those products and services will function as intended in the normal environment of its use.  For example, we don’t expect our pet fish to survive an afternoon of playtime with our pet kitten.  We do expect our snow boots to keep our feet warm and dry in the snow.  We expect our kids to be kept safe at school or camp.  Extended warranties contradict the consumer’ core belief in the product or service– the same core belief that drove the consumer to purchase the product or service.   Put yourself in the shoes of the consumer for a moment.  When we are offered an extended warranty, there arises a brief contradiction to what we believe about the product (the product is fit for use) and what the seller implies about the product (the product is not fit for use).  Alternately, when the seller of a product offers us a free bumper-to-bumper extended warranty, our core belief about the product is reassured.
  2. Extended warranties presume a lack of quality.  Why do consumers buy extended warranties?  Because consumers assume the product or service will fail sometime within its useful life.  As consumers, the more we are asked to pay for an extended warranty relative to the initial product price, the more we become convinced the product might be defective.  If we were to buy a computer for $1,000 and shamelessly pressured to buy an extended warranty for $250, we could assume one of two scenarios exists.  First, there is a 25% chance the PC will fail.  (Why else would the warranty be 25% of the purchase price?)  Alternatively, we could assume that there is a much lower chance of failure, the seller knows it, and is just trying to make extraneous profit on the sale.  Either scenario creates distrust between the buyer and seller based on the presumption of the lack of quality in either the initial product or the subsequent customer relationship.
  3. Extended warranties reduce the incentive to build quality products.  Extended warranties are often backed by a third party (excluding most automotive and Apple warranties).  So, if the product is defective, it is NOT the manufacturer taking the financial risk for failures.  In fact, the manufacturer may never see its lack of quality.  The third-party backer will repair or replace the product from the funds collected from the 75% of consumers whose products do not fail.  The cost of the poor quality is not transparently passed back to the entity responsible for poor quality in the first place.  The extended warranty, in effect, insulates the guilty party from fully feeling the pain of inferior products.  The producer is numb to the “improve-or-die” incentive inherent in companies that stand behind the quality of its products.  [This reasoning should encourage consumers to give preference to products and services backed by the manufacturer directly.]

As a practical matter, there is a time and place for extended warranties.  It is always wise to weigh the risks and reward of such offers before any major purchase.  The philosophical dilemma is in the message extended warranties send.  As you think about your business model, consider every single message you send to your customers, whether expressed or implied.  We know that extended warranties generate revenue, but what do they say about our product or service?   What quality statement is made by a surgeon offering to sell you life insurance just prior to performing your surgery?   – Jason Kilgore

Tim Tebow as a Process Improvement Specialist? by Jason Kilgore

I like ESPN’s sports talk radio – Mike and Mike, The Herd, and SVP – probably more than I like the actual sporting events.  (It’s more efficient!) For the last five weeks, excluding Penn State, nothing has dominated the air waves like the subject of Tim Tebow.  The Denver Broncos, 5-5 overall, are 4-1 with #15 at the quarterback position.  The debate is whether Tebow’s presence is causal or coincidental.  More interesting to me is how his quarterbacking style serves as process improvement leadership style.  This unconventional QB demonstrates how to lead successful initiatives, whether they be Lean Transformations, Six Sigma, or business process re-engineering.

  1. “Win the crowd and you will win your freedom,” said Proximo to Maximus in the movie Gladiator.   When the Broncos were 1 and 4, Denver fans demanded a change at quarterback by booing Kyle Orton and chanting, “We want Tebow.”  So, out went Orton, in went Tebow.  Jumpstarting cost-saving and quality-enhancing initiatives often require that we lead with that same level of influence.  It is not enough to dictate to our staff the objective.  We must inspire them to achieve great gains.  We can do this by first setting a clear vision of what it is we want to accomplish.  And then, lay out the path to get there.
  2. Determination trumps expertise. The experts say Tim’s throws are inaccurate and his footwork in the pocket is clumsy. What I’ve seen in him, both as a Florida Gator and a Denver Bronco, is a person who is determined to win.  Whether he succeeds long-term is anybody’s guess.  But whatever his future success, it will be the result of his determination rather than his level of expertise.  I read a number of Lean, Six Sigma, and process innovation blogs and forums. I get a HUGE laugh out of the passionate arguments among the self-proclaimed and unemployed experts over the most insignificant aspects of PI methodologies.  This proves to me that so many in my chosen field have yet to figure out this simple truth:  It’s not what you know; it’s what you deliver.
  3. Adapt when the play falls apart. At the end of the recent Brocos / Jets game, the Broncos went 95 yards in the last 58 seconds to score the winning touchdown.  Tebow passed for 35 of those yards and scrambled for 57 of them. Have you ever had a project that obeyed the timeline you set for it? Something always goes wrong. Success is more about our ability to adapt than our ability to follow a plan.

Implementing changes to our business processes is not easy.  The variables are largely unpredictable.  Organizational inertia is inevitable.  But, the leader who can win over his staff, rely on determination rather than expertise, and can adapt to busted plays is the leader who will succeed in bringing about meaningful change.

Jason Kilgore

Author of The Elegant Process