Posts Tagged ‘corporate culture’

I was on the phone with a company receptionist the other day, trying desperately to reach someone in sales or customer service. Trouble is, the person I was speaking with could not have cared less about me or my needs. She kept repeating that she had no idea where anybody was, she could not leave her desk and all she could do was put me through to voice mail. You can imagine how that encounter made me feel about the company and their products.

In the corporate world, it’s conventional to believe that the person answering the phone is the lowest person on the totem pole. Worse yet, many companies believe we can replace receptionists with automated attendants: ring the doorbell for service or dial by extension.

Me, I’ll always have someone answer our main line because most people calling Matrix Group are customers who need help or prospects who need our services. So you better believe I want a warm, friendly, knowledgeable and committed person answering our phones! And because it’s not always clear to people who does what in a Web agency (do you talk to the programmer or a front-end developer or the PM about an error on your admin site?), a good receptionist can field and route calls efficiently.

My Creative Director Alex Pineda says that every employee is a brand ambassador for the company. So my receptionist, as the person who perhaps has the most contact with the most people, is arguably the most important brand ambassador I have. Which is why her title is First Impressions Officer. The other admins in the office, who also share customer interaction responsibilities, are equally important brand ambassadors.

Scott Spandauer defines a brand as “more than just your company image. It also includes your customers’ experience and the expectation you set when doing business with your company. In short, it is (a) promise.”

As a CEO, I may set the tone for our corporate culture and brand, but it’s my staff who live and reinforce it with our customers. Company owners everywhere, remember that your customers’ experiences start with the person who answers the phone and greets people at the door.

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• Tags: branding, corporate culture, customer service, Matrix Group

Earlier this year, I was in the bathroom at my son’s elementary school when I saw the sticker you see at left on the mirror above the sink. I was intrigued by the promise that one sticker would “save up to 100 lbs. of paper every year.”

So I visited the website (TheseComeFromTrees.com) and ordered a bunch of stickers for Matrix Group. Jessica, who is on the “green team,” put stickers everywhere we use paper: in the bathrooms, the kitchen, all the printers.

Curious to see if the little stickers would make a difference, I started paying attention to the amount of paper waste in the women’s bathroom. Here’s what I found: in the women’s bathroom, the trash bin for paper hand towels used to fill up before lunchtime. Today, the bin does not fill up at all during the day. This is consistent every day. The women of Matrix Group are absolutely using fewer hand towels in the bathroom. Could the little sticker really be making a difference?

We haven’t reduced the number of female staff, so that couldn’t be the cause. And I can’t imagine that we’re using the bathroom any less. So I started talking to my co-workers and they all agreed that because of the sticker, they are using 1 paper hand towel instead of 2. We had effectively halved our paper consumption!

This got me thinking. How had a little sticker changed behavior?

I attended a presentation last week by Don Schmincke of the Schmincke Research Alliance. He effectively articulated why management consulting doesn’t work: You can’t change behavior by changing the process. You need to change people’s beliefs in order to change their behavior. People need to believe and understand why doing something is important and necessary.

So how did the little sticker make me change my beliefs? In this case, I don’t think the sticker changed my beliefs, but it did help me connect the dots between trees and my paper consumption. The little sticker also made it easy for me to do good: just think about where paper towels come from and use fewer!

This reminds me of signs that remind us that stormwater drains go into a nearby river or bay. Even though I already don’t litter, I’m extra careful when I see that a gutter or drain will dump into a body of water.

Or how about the gauge in my Honda Hybrid that tells me how many miles per gallon I’m averaging on a tank of gas? There is a number that I shoot for with every tank. When the gauge tells me I’m below that number, I look for ways to change my driving to up that number: I coast more, I don’t speed, I use distance to slow down, I turn off the AC, yada, yada.

The question is: in our daily lives, what other signs and reminders could help us be more productive, healthier, greener, nicer? What labels and signs have helped you make a difference in your life?

P.S. I hope you’ll consider ordering stickers for your home and office. Heck, I’m thinking of buying a bunch and plastering them in bathrooms of bars and restaurants all over town! Won’t you join me?

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• Tags: corporate culture, green, Productivity

It’s kind of a tradition at Matrix Group that when you go on vacation, especially if you’re gone for an extended period of time, you get pranked. When Dan went to Cancun for a week, he came back to find his area converted into a resort, complete with beach umbrella and inflatable pool filled with jello. When Maggie went on vacation, she came back to find 400 balloons in her area; it took a couple of hours to pop the balloons so she could reclaim her space.

So when Maki and I went to the beach last week, what did the staff do? They pranked me and prank me good they did!

I came back to find that my blog had been completely redesigned and rewritten. I became Jar Jar Binks, my signature purple was now green, and I had apparently been blogging about our new dress code and drinking on the job (if you know me, you know that I’m not much of a drinker). The net admins went to great pains to make sure that my new, green blog wasn’t available from outside the office.

I was in shock initially. Then I panicked that the blog had actually been replaced. Then I started laughing hysterically when I realized I had been pranked and pranked hard.

Check out the alternate version of The Matrix Files. (If the image comes in small, click it to make it full screen in your browser. Trust me, this will be worth it.)

Kudos to Liz, who masterminded the whole prank, and the whole gang of people who designed, wrote, posted, and hosted.

If you’re at familiar with some of the internal jokes at the office (purple is our signature color, we don’t allow shorts, yada, yada), you’ll get a chuckle at the posts. The writing is so good that I think I’ll recruit some new guest writers for this blog.

If you’re shocked at the amount of time that goes into our pranking or that I even allow pranking, let me just say that pranking is great for office morale and productivity. The prank prep is done during personal time and it’s just plain fun.

How about you? Have you pranked anyone lately? Share stories!

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• Tags: corporate culture, Matrix Group

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In honor of May 4, a sacred day among Star Wars fans (because George Lucas released all of the Star War movies on May 4th), I’m blogging about my Rule #1: Do or do not. There is no try.

Clearly, I did not make up this rule. It’s Yoda’s rule. But it’s a damn good rule, especially in business.

Here’s what I know: Clients don’t come to us so we can TRY to develop the complicated web application they need. They need us to do it. And they need to know that we will be successful and the end result will be close to what they envisioned.

I learned a long time ago that when assigning tasks that must get done, I don’t ask staff if they can do it. I provide background, then ask what they need to get the project done, what obstacles are in their way, and how I can support them. And when I get, “I’ll try,” I remind them that “I’ll try” is not a commitment and it’s not a promise, it’s a half-hearted “maybe” or a definite “no.”

Now, if we’re brainstorming, assessing options or exploring whether or not we can accomplish something, then I ask if we (Matrix Group) can do it. And it’s perfectly legit to say, “I’ll try.”

So what happens if someone (me included) doesn’t know exactly how to get the required task accomplished and can’t quite commit to it just yet? In that case, I ask people to give me a plan that details what they are going to do so they will know and can commit to a timeline and budget.

In Star Wars Episode V: The Empire Strikes Back, Yoda lifts Luke’s starfighter from the swamp. An incredulous Luke says, “I don’t believe it.” To which Yoda retorts, “that is why you fail.” Like Yoda, my best developers, front-end developers, designers, admins, project managers (yada, yada) believe they can accomplish ridiculously hard tasks under ridiculous deadlines. That is why they succeed.

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• Tags: corporate culture, customer service, leadership, project management

Matrix Group is competing in the Arlington Green Games, a competition for the commercial office sector (property owners and tenants) in Arlington, VA to reduce greenhouse gas emissions. Gold, Silver, Bronze and Recognition awards are given based on points achieved in different categories: Energy, Transportation, Waste, Water, Materials, Employees & Outreach, and Innovation.

When we first signed up for the competition, the office was all gung ho. We formed a green team, we filled out the benchmark survey and we got to work on our green initiatives. Turns out, it ain’t easy being green. Here’s why:

• Little Control Over Major Systems. At home, my husband and I ultimately control our energy consumption. We upgraded our HVAC system to a high efficiency system; our house is cold in the winter and warm in the summer; we just upgraded our windows to be triple-paned, argon gas-filled and super efficient; we installed dimmers; we wash our clothes in our cold water; yada, yada. But at work, our options are much more limited because we can’t control many of the systems that generate the most greenhouse gases. For example, as a tenant, I can’t exactly upgrade the windows on the 12th floor and we didn’t install the HVAC system that heats and cools the building.

• Being Green Costs More. As any news article on green technologies and lifestyles will tell you, being green just plain costs more. The Green Games website recommends that we purchase green credits to balance our CO2 emissions. We can also make sure that all of our purchasing (office supplies, equipment, furniture) is green, which can be considerably more expensive.

• There’s Little Incentive to be Green as a Tenant. I once asked a friend if she had switched her light bulbs to compact fluorescents and she said, “Why should I? I don’t pay for my electric bill. My building does.” As a tenant in a commercial office building, it’s hard to see the effects of our energy-hogging or green ways.

So what’s the green path and how are the Green Games making us better?

What I’m appreciating the most about the exercise is twofold: 1) we are focusing on obvious practices like composting our Keurig grounds and making sure the recycling is going into the right bins and actually being picked up by the recycling contractor and 2) we have initiated a conversation about real policy changes at the company that will result in meaningful greenhouse gas emission reductions.

For example, we currently subsidize half of employee parking fees and Metrocheck cards. But we don’t have incentives (financial or otherwise) for the staff who walk or bike to work. What can we do for these staff beyond giving them $50 a month that will mostly get eaten up by taxes (whereas parking and Metro subsidies are tax-free)? Can we alter the IT policy of leaving our computers on at night so that security patches can be installed; can we at least turn them off on the weekends? And how much of our company profits are we willing to forgo in favor of purchasing green products and credits? All tough questions that we don’t have answers to but that I look forward to exploring this year.

When I was in college and taking a course on aid in the developing world, my professor urged us students not to think about what one person can do in a day, but what a community of people can do over time. The Green Games are hopefully helping the business community in Arlington chart a course for real green practices and change in Northern VA. While it ain’t easy being green, the alternative ain’t much better.

How about you? What is your company doing to be greener? What innovative policies and initiatives have you come up with? What’s worked? What hasn’t?

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• Tags: corporate culture, green, Matrix Group

With all the hiring we’re doing right now, my team decided that we better revisit all of our orientation guides. Orientations work like this at Matrix Group:  we ask staff members from all teams to help with the orientation; we give them an outline and they do the session.  Spreading the orientation schedule around means we cover more in a short period of time and new staff get introduced to all teams in a more meaningful way.

When we started reviewing our existing guides, we found that the majority of them were too sparse. If you were lucky enough to do orientation with an earnest old-timer, you got lucky; otherwise, lots of things were missed.

So a bunch of sat down, revisited topics, and came up with 2-4 page guides for each topic.  Each topic has a sub-topic and talking points + specific things to cover.  The guides are working out very, very well.

One new thing we decided to create is a “Matrix Underground” guide, or the things you should know but nobody every tells you. We realized that it’s things on this guide that tend to trip people up or leave people bewildered.  For example, there are expressions that we expect people to know, acronyms,  and Joanna-isms that a person could take years to figure out.

Most things on the guide are funny, but some are dead serious.  Some examples:

• Sumner is the part-timer on the MatrixMaxx team who works in the afternoons (recent hires said they spent six months trying to figure out who the heck Sumner is).
• When Joanna says “can you do me a favor?” or “I need something from you,” it means “she needs something done NOW, not tomorrow, not next week, now.”
• When someone says “the cheese has moved,” it refers to the book “Who Moved My Cheese?” that we read as a company several years ago and it means “dude, the situation has changed, let’s move along and get over it.”

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• Tags: corporate culture, Matrix Group

Whenever Matrix Group flies Creative Director Alex Pineda to the DC area (from San Francisco, where he is based), he asks to fly Virgin America.  Alex says the Virgin flying experience is “superior to other airlines.” Last week, I got to experience why Alex likes Virgin so much.

For my son’s Spring Break, my family spent a week in San Francisco and we flew round trip on Virgin America.  After two flights, I am a total fan, so much so that I told my husband that from now on, whenever possible, we will fly Virgin.

Just what makes the Virgin America user experience so different?

Virgin America doesn’t use different or larger planes.  The airfare was comparable to other airlines when I was booking on Orbitz.  We had to pay $20 to check our bags.  The legroom on the plane wasn’t more than on other planes I’ve flown recently.  The food and alcohol weren’t free.  And I didn’t get a blanket or pillow.

What made Virgin America different was the entertainment and how food and beverage were dispensed.

• The beverage carts only  made one pass through the plane.  But for the rest of the 5+ hour flight, if we wanted food or drink, we used our touch screens to place an order.  If I wanted water, I touched water and a flight attendant came by within minutes with a bottle of water – for free.  When my son wanted cookies, chocolate or a sandwich, I swiped my credit card, and the flight attendant came by with his order.  So for the entire flight, instead of just the couple of times the carts come around, we had access to food and beverages.
• There was Wi-Fi on the plan! For about $8, I could get wi-fi and check e-mail and surf the Web!  Unbelievable!  And each seat had regular AC power so I could keep my laptop plugged in during the whole flight!
• I loved the free Dish Network. No kidding, I caught an NCIS marathon the way to SF and a House marathon on the way back.  Truly decadent!

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• Tags: corporate culture, customer service, leadership

For the past few years, I’ve had the honor and pleasure of chairing a benefit auction for Doorways for Women and Families, a non-profit that helps women and children who are homeless and/or victims of domestic violence in the Northern VA area.  This year, despite the recession, the silent auction was the best ever, featuring more items, valued at higher levels, than ever before.

I want to offer a great, big, heartfelt THANK YOU to all the businesses that supported the auction. What strikes me about the list of donors is that the vast, vast majority are small businesses.  Once again, they answered the call when we asked them to support a worthy cause, despite the awful economy. And once again, they came through in a big way.

Abaca Imports, my favorite furniture store in the world, once again donated two Asian-inspired lamps.  Salon DeZen, where I get my hair cut every couple of months, donated a haircut and facial.  Signature Theater donated 2 subscriptions to their 2010-2011 season.  Marrakesh Restaurant donated dinner for 10.  Rosenthal Jaguar donated the rental of a 2010 Jaguar for the weekend.  Liberty Tavern donated a progressive dinner for 6.  Thrive Pilates and Yoga donated ten classes.  Amber Association Partners donated two front-row tickets to see the Wizards.  And on, and on.  (You can view the entire, amazing list on the Doorways Web site.)

Matrix Group works with several, prominent trade associations representing small businesses.  If there’s one message that resonates constantly, it’s this:  small businesses are a vital part of our communities because they are more likely to support local charities and groups. As one exec put it:  You never see a big box retailer’s name on the uniform of the local little league team; it’s always a small, local business that put up the money.
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• Tags: corporate culture, Economy

I’m watching the Women’s Downhill competition during the 2010 Vancouver Olympics this evening.   I saw several women crash on the course, their Olympics dreams and year of preparation, go up in smoke.  Business books are full of sports analogies, but for my part, I’m glad that the world of business is not really like the Olympics.  Here’s how:

The Olympics are for the Young

Although there are a few 30-something and 40-something athletes, the Olympics are dominated by elite competitors in their teens and 20s. After a dozen years of competing, their careers are over. I’m grateful that after 18 years in the online business, I still have many years ahead of me. Perhaps I’m a late bloomer, but I feel like it’s really only in the last five years that I’ve really hit my stride and seen Matrix Group really thrive and expand.

In Business, Teams Rule!

Although there are a few relay races, the Olympics are dominated by the talents and achievements of individuals. In business, you can’t complete projects of any significant size and scope without a team effort. Take any redesign project at Matrix Group; these projects involve a project manager, an information architect, multiple designers, at least one front-end developer, at least one developer, and at least one tester. The work of one person affects every other team member and if one team members screws up, the whole project is threatened.

In Business, You Want a Lot of Winners

It’s easy to compare the world of sales with the Olympics: lots of competitors, one winner. But I would argue that the true race or competition begins once the sale has been made and implementation begins. Paradoxically, at this stage, you don’t want any losers. You want the client, the vendor, the third party partners, and the customers to all win with whatever widget, Web site or product you are building. Read the rest of this entry

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• Tags: corporate culture, Matrix Group, software development

I was arranging lunch with a vendor and suggested Kora, the hip, new Italian restaurant in Crystal City.  I wanted to e-mail my contact Kora’s address, phone number and a link to a Google map.  Alas, the entire Kora site is in Flash, which is beautiful, but it’s not very user-friendly.  The biggest problem?  I can’t copy and paste the contact info to include in an e-mail and  paste into Google Maps.  I know, I know, it’ s not a big deal to retype the address, but I’m a picky consumer.  I want to be able to copy and paste easily.  Even better, I’d love a way to share the address page or just click on a map.

This got me to thinking.  What are all the ways, big and little, that we make it difficult for our customers and potential customers to do business with us? Consider these examples.

• A few years ago, my husband and I were shopping around for a mortgage.  I called three bankers.  One was only available between 7am and 3pm.  Another sent me 20 pages to fill out about our assets.  The third asked me when it would be convenient to call (7pm), asked me to send bank and 401(k) statements so that he could fill out all the paperwork.  Guess who got the business?  At that point, I knew each banker would give us a competitive rate, but Craig Miller from BF Saul made it easy for us to work with him.
• During the planning for our office move, I called several vendors about office furniture systems.  One never called back.  One asked me to send her the architect’s drawings and information on what we wanted (I didn’t yet know what we wanted so I didn’t call back.)  The third, Michelle Ferrari from Office Images, offered to come by with catalogs, look at the architect’s drawings with me and discuss our needs.  There was no contest.
• I called a company to get a reference for someone applying for a job at Matrix Group.  It took me 3 tries before I could figure out how to leave a message in the general mailbox.  I couldn’t even imagine calling as a prospective customer.
• I’ve had a relationship with Insurance Designers for a very long time.  Every time I have a question, I call or e-mail Neal or Wendy Cohen and they get back to me promptly.  One time, Matrix Group was applying for some new type of insurance and Neal’s office sent over a very long questionnaire, which I couldnot figure out.  I called Neal and he said, “don’t worry about it, let’s fill it out over the phone.”  I love the guy.

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• Tags: corporate culture, customer service, marketing, Matrix Group, Sales