Ever been to a concert where one of your long-time favorite performers disappoints you?
If that experience sounds familiar, I’ll bet it had little to do with the technical performance the star was delivering that day. In other words, the performer’s voice was probably in fine shape — it was the simple fact they was “mailing it in”…living off the stardom previously established…not “getting it right” for that show…THAT was what soiled your experience.
Many years ago, I went to see a legendary country singer. She’s been the subject of a famous movie, and is one of the most recognizable performers around. They said her name, she walked on the stage, looked over the heads of the audience, sang all of her hits, and an hour later walked out. It was like watching a robot. I might as well have punched numbers in a jukebox.
Just as many years ago, I had a ticket to see Frank Sinatra on what became his final national tour. His voice wasn’t anywhere close to what it had been — but, he put on a show I will never forget. He “sold” each song to the audience. When it was “The Lady Is A Tramp,” he shuffled and smiled. “New York, New York” had power and drive. But, when “My Way” was performed, you had a sense he knew it was close to that “final curtain.” He was incredible.
What was the difference? The country star rested on her reputation. Frank Sinatra could have…but did NOT.
I was thinking about this as I was reading about the recalls and problems at Toyota. Look, I realize that at one time or another, just about every manufacturer has had quality problems with their cars.
Yet, I can’t help but wonder if — after all of these years of hearing how they have the best quality cars out there — if it’s possible that Toyota may have taken their foot off of the accelerator, so to speak.
When you read of a case where an employee in Japan had over 100 hours of overtime in a single month…and that the reason the recall was made by the company was because if they didn’t, the government was going to require it…it begs the question if maybe we should take a second, more informed look at where quality is REALLY manufactured.
If you’ve followed this blog for a while, you know I have not been easy on GM. However, after driving a Chevy for a while (thanks to the folks at Hare Chevrolet in Noblesville, Indiana), my impression of the autos being built by GM improved dramatically. When you see the enhanced quality coming out of Detroit…remember the old “Have you driven a Ford…lately?” line?….it reminds me that when you are driven to do better…often, you DO.
Perhaps it’s a time for us to re-evaluate our automobile decisions — and our own businesses, as well.
In other words…customers would rather do business with a company trying to prove they deserve their reputation, than one just coasting on the one they’ve established.
Living off your reputation…
February 1, 2010 · 1 comment
Ever been to a concert where one of your long-time favorite performers disappoints you?
If that experience sounds familiar, I’ll bet it had little to do with the technical performance the star was delivering that day. In other words, the performer’s voice was probably in fine shape — it was the simple fact they was “mailing it in”…living off the stardom previously established…not “getting it right” for that show…THAT was what soiled your experience.
Many years ago, I went to see a legendary country singer. She’s been the subject of a famous movie, and is one of the most recognizable performers around. They said her name, she walked on the stage, looked over the heads of the audience, sang all of her hits, and an hour later walked out. It was like watching a robot. I might as well have punched numbers in a jukebox.
Just as many years ago, I had a ticket to see Frank Sinatra on what became his final national tour. His voice wasn’t anywhere close to what it had been — but, he put on a show I will never forget. He “sold” each song to the audience. When it was “The Lady Is A Tramp,” he shuffled and smiled. “New York, New York” had power and drive. But, when “My Way” was performed, you had a sense he knew it was close to that “final curtain.” He was incredible.
What was the difference? The country star rested on her reputation. Frank Sinatra could have…but did NOT.
I was thinking about this as I was reading about the recalls and problems at Toyota. Look, I realize that at one time or another, just about every manufacturer has had quality problems with their cars.
When you read of a case where an employee in Japan had over 100 hours of overtime in a single month…and that the reason the recall was made by the company was because if they didn’t, the government was going to require it…it begs the question if maybe we should take a second, more informed look at where quality is REALLY manufactured.
If you’ve followed this blog for a while, you know I have not been easy on GM. However, after driving a Chevy for a while (thanks to the folks at Hare Chevrolet in Noblesville, Indiana), my impression of the autos being built by GM improved dramatically. When you see the enhanced quality coming out of Detroit…remember the old “Have you driven a Ford…lately?” line?….it reminds me that when you are driven to do better…often, you DO.
Perhaps it’s a time for us to re-evaluate our automobile decisions — and our own businesses, as well.