When Work Doesn’t Work.

Day one of the school holidays and I have already had a text from the school holiday programme that my children are reluctantly attending. It appears that there was a handstand gone wrong and a small injury has occurred. Luckily, nothing an ice block won’t fix when I pick them up later today. But it was a reminder to me that as a working parent, school holidays and working really don’t work that well together.

In the lead up to the school holidays, there are a number of loads that working parents carry. First the mental load of “what am I going to do during the holidays with the kids?”. This starts processing in my mind well before the start of the holidays and sits there like a stubborn gorilla refusing to move along. And with an average of 12 weeks of holidays a year compared to the 4 or 5 weeks of annual leave, that is a lot of gorilla time. 

The financial load of school holidays can add up quickly when you consider that the cheapest programmes are around $50 per day but do range up to $150 per day for Robotics & 3D Design. For three children, it could add up to $9,000 annually out of your post-tax salary. A significant amount and not a surprise that the WEF reports that NZ currently has the most expensive childcare costs in the world. 

Then there is the logistics load. How do I get to the holiday programme location for drop-off and then to work for the 9am team meeting? How much time do I need to factor in for realising that they needed spending money for an excursion that day and then locate a ATM with parking en-route to the programme?

Finally the most painful of them all, the load you carry when your children complain about having to attend these costly, logistically complex programmes. The protests of why they can’t just stay home during the holidays and how no one else needs to go to school holiday programmes. These complaints can start well in advance of the holidays but only for parents that give their children advance notice. These days, mine usually only find out the night before. Tip for young players.

The lack of quality, accessible and affordable school holiday solutions adds another layer of pressure into the lives of working parents. Pressure that is often invisible to others but very real to them.  

If you are able to get some time off with your family these holidays, I do hope you enjoy it. As my friend Gretchen Rubin says – “The days are long but the years are short.”

Customer Love Letters

I used to think that wanting your customers to love you was an unrealistic goal. But I was proved wrong last week.

 
Nadia

On Instagram, Nadia Lim, one of the founders of My Food Bag posted a love letter she had received from one of her customers (who was aircrew on a flight she was taking). In the letter, the customer professed her love of My Food Bag and how it has changed her life. It seemed to me that receiving a customer love letter must be the ultimate in customer loyalty. When a customer feels so strongly about your company and the positive impact it has in their life, that they write you a letter (on a sick bag no less!) then pretty much you have reached loyalty nirvana.

 

 

 

 

Which is a quite funny really because I’ve never actually worked for a company that uses customers love letters as a metric for how successful they are being in building customer loyalty. Most often they use measures like Net Promoter Score (NPS), active members, points issued & redeemed or customer retention. I know those measures make logical sense, look good on a lean canvas and take up a table in the monthly report. But I think adding in a more emotional metric would be a useful addition. Not only would it paint a colourful picture for employees on what is resonating for customers (and the difference they are making) but it is just good for business. How we feel about a company will determine how likely we are to use them again, use them more or tell people about them.

If you’re not convinced that customer love should be one of your goals, that’s cool. I just think it invites so much more creativity from your employees than a goal of “Increase NPS to 14”. But maybe that’s just me.

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