GenXmanager: Leadership for the Generation X Manager

Today, I was at a fast food restaurant with my wife and daughter. I won’t mention the name of the restaurant but the values they proclaim were in complete opposition to what I experienced. I went up to the counter to ask for a refill of Diet Coke and the manager, who was talking to another employee, said, “She should have freakin recorded that.” Of course, he did not say ‘freakin’ but the real world. Yes, the queen mother of dirty words.

I was appalled. I couldn’t believe a manager would use that type of language in front of customers (including children)! I got back to the table and told my wife what I overheard. She said, “You can preach values all you want but one employee can ruin it with one interaction with a customer.” WOW! How profound.

This whole experience made me consider how incredibly important front-line employees are. You can brand the hell out your company or product or service, but one employee, in one single interaction with a customer, can obliterate the brand. As a leader, manager, or entrepreneur, do you know how your front-line staff interacts with customers? Do they exude positivity? Do they act in accordance with the values set forth by the organization? Do they enhance the brand? Here’s one way to find out.

Have you seen the new FedEx marketing campaign against UPS? @Ryanatmghwom sent a tweet linking to www.brownbaliout.com. I went to the site and was quite surprised. The campaign attempts to be humorous and is very, very direct. What surprised me most is that it was a politically charged site that not only attacked UPS but indirectly, unions and United States government bailouts.

The campaign’s message is:

“Why is mega-corporation UPS trying to use its political clout to get a bailout from the U.S. Congress, leaving you to pay the tab?”

Here’s another quote from the site:

“Using their clout as the “biggest giver to U.S. lawmakers,” UPS hopes to slip this bailout in under the radar.

UPS lobbyists have buried a short 230-word legislative bailout deep inside the FAA Reauthorization Act of 2009 currently before Congress. It’s worth billions to “Big Brown” at the expense of today’s American economy that thrives on next-day commerce, competitive shipping options and ready access to markets around the world.”

I have not delved into the issues listed on the website so I cannot comment and offer an opinion. However, this is an interesting campaign that deserves attention and thoughtful conversation. I wonder what experienced marketing professionals feel about the campaign. Will it work or will it backfire?

I filmed this a few weeks back. It is a brief introduction to the UB/Towson MBA program and its major benefits to students.