Category Archive: kaizen

April 16th, 2011
post by tamalechica | | Closed

SeaBear Saves after FED-EX Badly Fumbles

During this FED-Ex debacle, whenever I called SeaBear, I was pleasantly surprised that everyone who took my call seemed to know about the problem I had encountered. I was even asked to call them when the replacement order was received, so they could know that things were taken care of for me. They apologized profusely for what mostly was a FED-Ex failure of service.

One of the big differences between a SeaBear apology and most any other company’s apologies I’ve ever received is that with the SeaBear folks, the conveyance felt genuine. Yes, it seems that SeaBear is one of those few companies out there that really does care about pleasing their good customers. Years ago this is the service level that enabled U.S. American companies to grow and prosper. Now it is seems like an anomaly, reserved for companies the likes of Zappos.com and Drugstore.com.

After I had received my replacement order, SeaBear sent me a nice card, which seemed to be something that is generated via policy when there is a problem with an order. I thought it was nice, though not extraordinary, since this was a big screw up, even if it was mostly the package delivery (FED Ex) company’s fault.

The next month, I received an envelope from SeaBear. When I opened it, it was a letter with a request for feedback, in the style of just checking off the appropriate response and then mailing it back to them. However, this was no ordinary survey letter. The letter was from SeaBear President Mike Mondello and it included his personal email address. It also came with a 15% discount code. I am not sure which one got me more excited (who doesn’t love a discount). There is one thing for sure. Receiving a letter with the President’s email address (and yes, he responded personally) was something that moved my experience with SeaBear up to another level.

Last month when I was placing a reorder, the Customer Service gal I had spoken to on a matter was new and as such, was not familiar with how online orders were processed and she inadvertently gave me an incorrect delivery promise. Because I have to be home for delivery, I have to modify my schedule for those days that I am receiving an order so it is quite an inconvenience when I hang around for no reason. When it was clear that the order was not going to be delivered on the verbally promised day, I called SeaBear and we had to make other arrangements for delivery.

Again, SeaBear delivered. First, when I received my order, they included a nice gift. Second, I received another discount coupon, which I very much appreciate since I needed to reorder. Last, but not least, I received another short survey and the same letter with another coupon, from SeaBear President Mike Mondello.  I’ll be sending him the url for this post. 

What I love about SeaBear is that they are, overall, a well-run company despite the few glitches encountered. The difference between their glitches and so many others at other companies is that at SeaBear, they take the steps to employ Kaizen, or continuous improvement, so that the same problem does not occur again. They engage their customers, and they let them know beyond lip service that their customers really are valued and count. Like Zappos.com, when I call SeaBear’s customer service, they focus their attention on the customer;  no matter how long an issue takes to resolve, they are there for you.

Thank you SeaBear, for doing things to make things right.

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customer, customer experience, fish, kaizen, SeaBear.com, service
January 20th, 2009
post by tamalechica | | Closed

Kaizen and the faces of these United States of America

Stairway to heaven (the wine bar) Pictures, Images and Photos

Despite a morning appointment, I was able to return in time to catch the inauguration ceremonies for Barack Obama, our 44th President of the United States. After Vice-President Joseph Biden was sworn in, cellist Yo-Yo Ma along with Itzhak Perlman on violin, Gabriela Montero on piano and Anthony McGill performed a composition by composer John Williams called, “Air and Simple Gifts.”

A beautiful and moving piece, it was performed by the faces of the world, it evoked the beauty of the moment, one of unity and hope and love. Speaking of faces, when the cameras would pan the audience, the visual, the many faces of America, wore the emotions of joy and hope for our future. Our new President acknowledged our history and contributions, not only of the famous but the everyday man. He spoke to all Americans, and to all citizens of our planet.

A woman interviewed on CBS said that her family and friends always expected the best of her, and attributed this to her being able to obtain a doctorate degree. Remember the book that was all the rage awhile ago, called “The Promise?” For anyone who has not read it, the jist of it is that we are our thoughts, that our thought energy can manifest great things for us. (I also believe we need to look at the other thoughts we harbor, that being the 95% in our mind energy which is the subconcious, for effective manifestation.) That being said, if we can manifest great things for ourselves by only using 5% of our mind power, that says quite a bit about making a conscious effort to believe in ourselves.

Often our parents, mentors and friends do expect the best for us. But what do we expect of ourselves? The key to succeeding in our dreams and our goals is first requiring each of us to expect the best for ourselves. It is, in essence, competing with ourselves, to raise our own standards regardless of what others are doing. Too often our society focuses on what others are doing as the way to measure their own sense of worth, when the truth of the matter is, it isn’t about ‘them,’ it’s about ‘us.’ Sometimes we need to go outside of ourselves to see this.

One of the reasons diversity works is that we learn how others are able to achieve and do life. In Japan, there is a philosophy that focuses on continuous improvement throughout all aspects of life, called Kaizen. Business school students are familiar with this concept. When applied to the workplace, Kaizen activities continually improve all functions of a business.

Kaizen was first implemented in certain Japanese businesses during their economic recovery after WWII, in such notable firms as Toyota. There are businesses all over the world which have adopted it.Many of us already have Kaizen implemented in our way of doing life. Many martial artists and athletes have adopted it, at least on the physical level. Many musicians and artists adopt it, at least in their art. Many everyday folks have adopted this as a way of improving their life. These are not the “cup’s half empty” people but those who seek to raise themselves up despite adversity and hardship.

Kaizen, ask for it by name!

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44th president, barack obama, inaugural ceremony, kaizen

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