Archive for August, 2009
How Obama’s Story Telling May Shift the Conversation on Health Care
Posted by: | CommentsThe debate on health care has reached a fever pitch with both sides — those for and against it – dug in for the fight. Until now, President Obama, the most cerebral of presidents, has used the logic of his argument to try to communicate to the American people the details of his health plan. But it hasn’t been working.
So, in a town-hall-style meeting in Colorado over the weekend, he reverted to the oldest form of communication on earth – story telling. As my friend and fellow blogger Annie Hart in says in her blog Stories Change the World, “Storytelling is the oldest, most powerful form of communication on the planet. Stories create powerful images that inspire us to think and act in new ways. By harnessing the power of story, you hold the power of creation in your hands.”
In his entreaties to the crowd, the President talked about his own grandmother to push back against unsubstantiated claims that his plan would deny care to elderly parents. “I just lost my grandmother last year. I know what it’s like to watch somebody you love who’s aging deteriorate, and have to struggle with that.” He vigorously denied that the notion that members of congress who have to vote on health care legislation would pull the plug on the elderly.
Story telling appeals to our emotions. And Obama made a direct appeal to the emotions of his listeners – could anyone believe the government would deny care to grannie?
That’s what reporters want to hear – stories with a middle, beginning and end. As writing becomes more informal, a direct result of the internet, even news stories look more and more like feature stories. The old shibboleth of starting a news story with the traditional “who, what, where when and why” has given way to stories that begin “American military women have changed the way the U.S. goes to war and they have done so without the disruption of discipline and unit cohesion that some feared.” (NY Times). This is the beginning of a story, and you want to hear more.
Or, “Khalid Khan’s small construction firm (in Afghanistan) was supposed to build a road here that would open his strife-scarred land to commerce and improve its prospects for peace. Instead he wound up in the hands of the Taliban, hanging upside down.” (WSJ). You definitely want to know what happened to him.
Have you noticed when you are watching local TV, a reporter covering an accident will begin an interview with the question, “What happened?” Then a bystander will tell the story, “I was sitting on my stoop when all of a sudden I heard a loud crash. I looked over and saw two cars. They were a wreck. I ran to the scene of the accident and with help from other people I tried desperately to pull the passengers from the cars before there was an explosion, but I couldn’t get them out. I was never so scared in my life.” Here is a neat little story with a beginning: the crash. A middle: he ran to scene but couldn’t get them out. An ending: he was scared to death.
So, the next time you are trying to get a response from a friend, or a customer, try telling a story. Involve them. Tug at their emotions. It often works as you engage your friend in a story that you both create.
JCPenney Knows How to Communicate With its Customers in New York: Good Service
Posted by: | CommentsJCPenney opened its first store in Manhattan about a week ago, cheek by jowl with Macy’s in Herald Square, ready to take on the world’s largest store. I stopped in on my way someplace else today and was struck by how well they figured out us finicky New Yorkers – always in a rush, no time to wait on line (not in line as people say in other parts of the country).
According to a story in The New York Times, JCPenney executives did a great deal of research prior to their risky foray into the Big Apple. The company estimates that a city customer’s “wait tolerance” will be no more than 90 seconds, so they hired shoe runners to zoom shoes to the sales floor from stockrooms and installed an electronic queuing system that directs customers to cash registers and estimates wait times. Nothing shoppers like me hate worse than a dirty bathroom, so if an hour goes by and the bathrooms have not been cleaned, a buzzer automatically goes off, alerting store staff.
The company also has a strong following in the Hispanic market, so all signage is in both English and Spanish. Attendants in suits and ties stand by the escalators as customers enter the store to direct them and answer questions. I thought this kind of service went out with the horse and buggy.
Here’s the thing that will get me coming back to the store: there is no limit on the number of garments you can take into a luxuriously sized dressing room. None of the ignominy of a surly attendant eyeing you with suspicion as she counts the number of items you are taking into the dressing room. Heaven help you in other stores if you try to sneak in one more than is allowed. The staff has obviously been trained to be polite and helpful (this is not so rare in New York as you may think).
It would be nice — and also more profitable — if other retailers took into account their customers’ needs and wants. Hats off to JCPenney for a job well done in communicating with their customers through good customer service in possibly the country’s toughest retail market. Oh, did I mention I bought a pair of slacks and a blouse?







