ValuExecBlog

First Impressions

Every CEO should ask the question "What is the reception area saying about this company? What is it saying about me?" The same question should be asked by doctors, dentists, lawyers or anyone in professional services.

Reception areas can either feel welcoming and engaging or they can feel distant and disengaging. I had the opportunity to visit 2 alcoholic beverage companies recently and the reception areas of each were worlds apart. Entering the building of the first was like entering the concourse of an airport. Aesthetically it was pleasing and it was obvious that alot of money had been spent on its design but it was cold and I never felt welcome. The second seemed to beckon me in and I had the distinct impression that I was a welcome guest. Looking back on the tone of the meetings that I had at both companies, they were very different. The first was straight business and I treated it as such whilst the second was warmer and more concessions were offered.

A few months later I read that the first company (the cold one) was in dire straights and the CEO resigned. The second gained market share and was acquired and continues to grow from strength to strength gaining share at the other's expense. Not that I am linking the success of a company to its reception area but reception areas I believe can tell alot about the company's culture, its people and how it treats its consumers. 

There should be an award for the most welcoming and engaging reception area. Next time you are in the Baltimore area, pop into the McCormick head office. There is something about the smell and the ambience in that reception area that makes you want to do business with them and buy their products. On first impressions, it is a winner.

ian

So where have all the leaders gone ....? (Part 2)

Last week I asked our corporate leaders to step forward and stop hiding behind their spin doctors and I singled out 2 companies in particular namely Qantas and Kraft. Two days after posting that blog, I received as part of a mass mailing to their frequent flying customers, the following 'letter' from the CEO of Qantas, Alan Joyce. It's a start - but let me know what you think.

http://www.qantas.com.au/infodetail/about/easter-disruptions-2010-message.pdf

Happy flying:

ian

So where have all the leaders gone...?

So where have all our leaders gone? It is time that CEOs step up and face their public - not their shareholders; nor their financial analysts - their public. Two companies come to mind in particular. First, Qantas which has had a run of misfortunes recently that have lead to delays, cancelled flights and labour disputes. You name it, they are going through it. The second is Kraft who recently purchased Cadbury's and have just reneged on a pre-acquisition promise to not close a factory in the UK.

In both instances the companies rolled out the spin doctors to try and ease public concern in the case of Qantas and public fury in the case of Kraft when what was needed, if truth be told were for the leaders of those companies to address the public themselves and tell us the why, the what  and the how and not hide behind a spin doctor.

It is a sad day indeed when CEOs feel it necessary to spend more time confronting analysts than their public; to hide behind closed doors than to be seen comforting a concerned public. I have no doubt that both of the leaders of those companies are competent and good at what they do but that doesn't make them good leaders. Knowing when to step up and be visible for however long it takes is what makes a good leader. The sooner CEOs do away with spin doctors the better. Will all those true leaders please step forward. 

ian