Some truth about the Big 3 Automakers…

NickN| May 16, 2009 10:13 am

Jeez.  I guess December was my mental breakdown month.  Here’s another post that never actually got posted.

I have a lot of sympathy for those that would be impacted by the collapse of the big three automakers, but very little sympathy for the companies themselves.

Growing up in the UK when all the heavy industry was dying, I saw the government pump millions into failing industries that could no longer compete.  They collapsed anyway.  I’d hate to see that repeated here.

What’s particularly galling about the US auto industry is that it knows better.  Granted, some of the issues relate to the lifelong labor contracts they’ve been forced in to.  But still…

These guys know how to build cars efficiently.  They know how to develop new technology and they know how to make safer, more fuel efficient vehicles.

Don’t believe me?  10 points if you can correctly guess where Ford’s most technologically advanced assembly line is…

Did you guess “backwoods of rural Brazil”?  Spend some click power and go view this video. And then try and reconcile that with what you see in Ford’s US factories…

Sack up and deal with it…

NickN| May 13, 2009 6:01 pm

I originally wrote this back in December, but I guess I never published it.  Still relevant given the ongoing carnage.  As Don Dodge noted recently:

How bad is it? At the current rate of job loss, within two months, it will be worse than The Great Depression.  ”

So on with the post…

 

Lots of folks are being introduced to the dreaded “Reduction in Force” aka legalese that makes it easier for HR to do layoffs. Unless you have the best luck in the world and an impeccable hiring record, you will have to deal with layoffs at some point in your company’s life.

But what amazes me is how badly some companies handle this.  There are a ton of resources and case studies, not to mention that most companies have HR professionals who should be on top of this when it has to happen.  There’s simply no excuse for doing it badly.

A very good friend of mine has just been through a layoff.  The company announced that they would be downsizing about 8 weeks ago.  They are still deciding who goes and who stays.  Needless to say, the impact on morale has been huge.  The company’s best people are actively looking for new jobs and they’ll be left with those that are either unable to get new jobs or oblivious to what is going on.  Management’s indecision is placing the entire company’s future in jeopardy.

When it comes to downsizing, I’m a big fan of Jack Welch. The basic rules are (a) clear purpose, (b) quick execution and (c) deep enough cut the first time so business can go back to normal.

But inevitably, there are plenty of other suggestions on how to proceed in difficult times, and I’ve personally been through most of them.  The scenarios I seen include “lets all take a pay cut”, “volunteer to go”, “you all choose who should go” and “management decides”.

“Lets all take a pay cut” doesn’t solve the problem. People won’t stomach more than a 5-10% cut, and that’s usually not enough to solve the problem.

“Volunteer to go” only works if you have a greying workforce. In a typical company, relatively few people will volunteer to quit their jobs.

“You all choose” rapidly turns into a McCarthy-istic witch hunt. It pretends that there are no politics in the workplace, which in anything other than a 1 person company, is an absurd denial of reality.

So that leaves “Management Decides”. As a responsible executive, I think anything other than “management decides” is a cop out. If you have any kind of credible organizational structure (i.e. not 100 people reporting to once person) it’s really not that hard to rank team members. It may not be fun, but as a competent manager, you know who’s a star, who’s a good worker and who’s at the bottom of the pile.

So if you are faced with layoffs, do your job and do it right.  Your team deserve it.

Entrepreneurs should (sometimes) act like toddlers…

NickN| May 11, 2009 9:51 am

Last week was a long and busy week for many reasons.  On Tuesday night, my daughter decided that she was going to try and jump off the couch and sail over a variety of her toys.  Except, like Evel Knievel on a bad day, she failed to make the jump.  Not only that but she landed on a plastic bug catcher (somewhat like this), which promptly shattered and sliced open her foot in several places.  Blood everywhere and an utterly inconsolable daughter.  For about 20 minutes.  And then it was back to normal except for no jumping or running for a few days while her foot healed.  She now happily recites the story of “the big accident” and how she needs to be careful when jumping off the couch.  Lesson learned and life is good again.

As an entrepreneur, you often find yourself in the position of thinking that some giant leap is a really good idea, only to later find out that it was actually a pretty ill-conceived plan that had some major holes in it.  But if you can leap, learn and move on, you’ll be much the better for it.

P.s.  I hate Barney.  No, that’s not relevant to the topic, it’s just a related fact.

When did you last get amazing customer service?

NickN| May 9, 2009 10:40 am

Amazing customer service is so rare that when I experience it, it really stands out.

 

1.  Shaw Sanitation

Last week, I was late wheeling out the trash.  I usually try to remember to take it out the night before, but it didn’t happen.  I saw the truck go by just as I started to head for the curb.  The guys on the back of the truck saw me and had the truck back up at least 200′ just to grab my trash.

 

2.  Maui Jim Sunglasses

I’m a little photosensitive (perhaps because I grew up in a country where you don’t see the sun much?) so good sunglasses are something I’m willing to invest in.  I had a fantastic pair of super light weight Maui Jim’s for 18+ months when they broke.  I called their customer support line and they told me they would fix them for free if (a) they were less than 2 years old and (b) if I could find my receipt.  Needless to say I couldn’t find it.  Should’ve used Shoeboxed.  I called back and the service rep asked for the model number of the glasses.  She looked it up and told me that the style was less than 2 years old, so they would just go ahead and repair the glasses without the receipt.

 

3.  Apple

I’m no Apple fan boy, but I can’t imagine the following happening with HP or Dell.  I have a white MacBook that has been suffering from the dreaded cracking problem.  Even though it is two years old, Apple repaired the faulty part at no cost.

 

There are some common threads worth noting here. 
1. All three companies went out of their way to keep me happy. This kind of service doesn’t happen by accident — all three have clearly made a commitment to customer service.
2. The focus was on solving a problem, not passing the blame.
3. In all three cases, the front line employees were empowered to make decisions.  No bureaucracy, just action. 

 

How many of those traits exist in your company?

Fond childhood memories…

NickN| May 7, 2009 11:57 pm

My 3 year old has been enjoying some of the shows I watched as a kid.  There’s nothing quite like low budget BBC kids shows from the ’70’s…

This one was “too scary” according to today’s audience, but a classic none the less…  And if you’ve never seen this before, you may gain a sudden understanding of why some Brits are just a bit odd ;-)