Thursday, September 02, 2010 0 Comments
Category: Canada, Amway, food, customer support, service

This is not the story of a really good steak. It should be -- after all, few things in life are as wonderful as a well-marbled, aged, and perfectly cooked steak. It takes something special to usurp a steak as the main character in my stories -- and this something special was our waiter, who we'll call Guillaume*.

*Please note that some of the names of the people and places here have been changed -- and I really like the name Guillaume and rarely get the chance to use it, so I am!

Last night I took my wife and kids, along with my parents out to celebrate my wife's birthday (I know you're not supposed to reveal a woman's age, so I'll only give you a few hints -- the math whizzes out there should be able to piece the clues together. I'm 37. Before yesterday, my wife was younger than me. As of yesterday, she's caught up. I told you, I wasn't going to make this easy on you...)

We have one major compatibility issue. She's been dying to eat lobster. If I eat lobster, I die. You can see the challenge on a day-to-day basis. So for her birthday we went to a local steakhouse that's also known to do a nice job on Fishy Death**.The food was excellent, the ambiance was great. Everything was set up for an enjoyable evening. What made it superlative was Guillaume.

Attentive, courteous, never pushy, he was everything you want from a waiter. My eight-year-old daughter obviously wasn't going to make it through a 12-ounce steak, but he went out of his way to include her in the meal and offer genuinely helpful suggestions. After we decided she'd order a Caesar salad and take little bits and pieces from all of our plates (well, except mine -- I ordered my steak blue rare and it arrived still mooing. I don't want to kill her because of my borderline culinary savagery), he brought out a small plate of crudites and fruit for her.We didn't ask, he didn't charge us, and my daughter loved it. When we left, he waited at the door for my wife to return from the restroom to make sure he wished her a happy birthday, again.

Obviously, it worked for him -- his tip was well over 20 per cent, but it was well deserved. And it worked out for the restaurant. My parents have had mediocre experiences at other steakhouses, but they'll definitely come back now. As will we.

And therein lies the value of customer service -- going above and beyond to make sure your customer is satisfied. Really, what did it cost him and the restaurant? Maybe 25 cents worth of vegetables and maybe a little more of Guillaume's time. What did they gain? Well, I'm typing this aren't I? And I'll be sharing this story with friends and acquaintances for a while. Guillaume has reinforced us as a repeat customer and likely has brought my parents into the fold.

If you're an independent business owner, wouldn't that be worth it to you? Reputation is everything and if you gain the reputation as a customer-friendly, service-oriented business owner, don't you think that would translate into a long-term, profitable relationship? This is a business that's built upon a high-tech, high-touch model that encourages more than an over-the-counter approach to selling.

I know our Customer Support staff here at Canuck Central are committed to working with IBOs and customers alike to provide a superlative experience. Even if they can sometimes be overwhelmed by the call/e-mail volume, they truly do a great job in not allowing any frustration or stress impact their relationship with the person on the other end of that phone call or e-mail.

I can safely say that most people here work with the end goal in mind -- you, the IBO or customer. In Communications, I know we work diligently to try to provide you with the best quality resources in a timely fashion. If we're late with a publication, catalogue, Web page, etc., we know who it impacts -- the IBO.

However, what too many people forget is that trust, respect, and a positive feeling towards a business or establishment is not a given -- it's earned. And, unfortunately, bad news travels far quicker (and farther) than good. If you have a negative experience with a business, how quickly are you sharing that with the people around you? Now, do you do the same with positive experiences? I know I try to -- and I should be better.

We can't ignore the negative as being forewarned is forearmed. By sharing our negative experiences with our friends, we're trying to prevent them from having the same experience. But I think we should also focus more on the positive -- take the time to recognize quality service beyond a simple 'Thank you' or a generous tip. Last night, I asked to speak to the manager and relayed our experience with Guillaume. Whether that does anything, I don't know. I hope it does. I try to do that with any restaurant experience that goes above and beyond.

What can you do as a customer? Talk to managers, fill out comment cards (I did that for the guy who patiently walked me through putting in my contact lenses for the first time years ago. My futility -- and his patience -- were both off the scale), send an e-mail (I've done that for an employee who turned a negative experience in a movie theatre [poor sound, etc.] into a positive), and -- most importantly -- share that positive story with those around you. If you go somewhere because of someone's recommendation, let the establishment know. After all, if they see a return on their investment, they'll invest further. If they have a staff member that's consistently drawing rave reviews and bringing in business, hopefully they'll reward him or her.

And if you're a business owner? Make customer service (and that means both customers and fellow IBOs) a priority. It can be through helping a downline succeed, servicing a customer by actively listening to their needs and then meeting them, or -- if you run a more traditional business -- hiring people that do go out of their way to make the customer feel special, and then continue to show them you value them.

I've told you what I do -- and what I need to do more consistently. What about you? As a business owner, how highly do you prioritize customer service? How much do you value it? As a customer, do you recognize superlative service? If so, how? If not, then do you complain about receiving poor service?

The comments, as always, are open! Feel free.

** While it's not the best steakhouse I've ever been to (that honour goes to Gibby's in Montreal), Despite being part of a chain, I've yet to have anything less than an excellent meal there. In the interest of recognizing their efforts, I should share the venue. I suppose it would be unfair for me to outright publish the name, but I'll give you another cryptic clue that should take you months and a dedicated team of cryptographers to break. Here we go: The restaurant's name rhymes with The Leg.

Wednesday, September 01, 2010 0 Comments
Category: Canada, Nutrilite, Amway, fainting, heat, water, hydration, Sports Nutrition

I don't want to go all "After-School Special" on you here, but even though summer's coming to an end there doesn't seem to be any sign of the heat abating in many parts of Canada and the U.S.

I'm a casual tennis fan. I enjoy watching once in a while and I don't play as much as I'd like to (I have a wicked backhand slice if I do say so myself). That interest led me to this article, which discusses a scary scene at the U.S. open that saw Victoria Azarenka collapse and fall mid-match during a routine point. The reason hasn't been determined officially -- and it could be something far more complicated -- but heat appears to be a factor.

Add to that any one of a handful of media reports showing how oppressive the heat has been. From reports in publications like Maclean's magazine stating that this is one of the hottest summers on record, or the fact that Toronto is, as we speak, in its third day of 30+ degree heat, you can't turn to a news outlet without hearing about the about the heat. The old adage may state that "We all talk about the weather, but no one does anything about it" the truth is we can do something about it -- or at least how we deal with it.

The simple fact is that we don't recognize the dangers of extreme heat until it's too late. There's a saying that states, "by the time you're thirsty, it's already too late." Your body is experiencing dehydration and it can result in anything from minor problems to death.

It's bad enough for adults -- it's even worse for kids because they're less aware of their bodies and dehydration is a foreign concept. It's a little better nowadays -- my kids have always come in for water when they're playing and carry water bottles with them at the park or on class trips. In my youth, I remember going out first thing in the morning and playing baseball until the sun went down. Stopping for water? Yeah, right.

It doesn't even have to be extreme heat. And it can happen to people who should know better. In fact, a couple of years ago I was MCing an event for my old high school. It wasn't all that hot, it was late summer/early fall, but I spent about 10 hours standing on top of a parking structure, exposed to the sun, announcing a couple of football games and narrating the festivities. I had a couple of bottles of water during the day, but when I came home I had a splitting headache. I ended up really sick and was knocked out for a couple of days until I properly rehydrated myself. Suffice to say, I take proper precautions now.

So what are those precautions? Click here for Health Canada's Extreme Heat Events on-line guide (thanks to Amway Canada's TQS' Jacqui for the link). In addition to common-sense precautions like staying in air-conditioned environments and reducing activity during hot weather, there's one major point that we should all take to heart -- drink lots of water. Drink it before you're active, during, and after. And if you're sweating profusely, you may want to drink something that has extra salt in it.

While it's true that we have a number of great products to help you stay hydrated -- especially as part of our NUTRILITE(R) Sports Nutrition line and Perfect Empowered Drinking Water(TM) -- the fact is that this is an issue that goes well beyond commerce. Sure, we'd love for you to buy these products and support your local independent business owner, but in the end we want you and your family to be healthy, regardless of what you choose.

The title of this blog post, in keeping with my Canadian music theme, may be light-hearted, but this post isn't. Please take care of yourselves and share the message with your friends, family, and associates. Heat and dehydration are serious issues.

In fact, they can be deadly serious.

All the best,

Jay

Tuesday, August 24, 2010 1 Comments
Category: Canada, Canadian, Amway, Nutrilite Canadian Championship, Toronto FC, soccer

How many of you, when you're cooking, have a secret ingredient that you use to take your dish to the next level? It's like cooking a hamburger -- anyone can make a good hamburger, but sometimes you have one that's just outstanding and it's that secret ingredient that puts it over the top.

It's no different in sports. There are good games and great games. And the not-so-secret ingredient? National pride.

There are a few games that resonate in the Canadian psyche -- the games that are still talked about and passed down from generation to generation: The Canada-Russia 1972 Summit Series finale ('Henderson has scored for Canada!'; the Habs/Red Army New Year's Eve clash in '75; and the Canada/Russia '87 World Cup game (I think Larry Murphy's still waiting for the pass that would never, ever come. Seriously, Gretzky was going to pass it to Murphy with Lemieux barreling towards the net? And we'll all pretend that Hawerchuk's blatant hook of the Russian backchecker that let Super Mario go free never happened, OK?).

There have been defining moments off the ice too! As much as the aftermath deflated this nation, who doesn't remember the feeling of elation we shared when Ben Johnson took home gold (temporarily, as it turned out) in the 1988 Seoul Olympics? Or how Canadians felt redeemed eight years later in Atlanta when Donovan Bailey set the world record and took home gold in the same event? And let's not forget Joe Carter's dramatic walk-off home run to lift the Toronto Blue Jays to its second consecutive World Series championship (unfortunately, I couldn't find a link to the immortal call by the late, great Tom Cheek "... touch 'em all, Joe. You'll never hit a bigger home run in your life!")

Gaetan Boucher, Alex Baumann, Barbara Ann Scott, Daniel Igali, Salé & Pelletier, Hedlle & McBean, Silken Laumann... These are names that resonate amongst the Canadian public -- both with those who are sports fans and those who aren't. They are woven into the Canadian fabric because they competed on the world's biggest stages, proudly bearing the Maple Leaf.

Every country has moments like this (well, except Vatican City, I suppose. It's not a country known for its prowess on the international athletic stage...) Americans of a certain age will recall the Miracle on Ice; Mia Hamm and Brandi Chastain became household names due to the U.S. women's soccer team's international dominance (and Brandi's, uhm, revealing post-goal celebration); the Dream Team; Mary Lou Retton; Muhammad Ali's Thrilla in Manilla; and -- most importantly -- Jesse Owens' dominance at the 1936 Olympics, which meant so much not just athletically, but socially and culturally.

And some of our collective defining sports memories have national flavourings: Nadia Comaneci's perfect 10s at the Montreal Olympics, Maradona's 'Hand of God' goal, Cameroon's World Cup performance in 1990, all the way up to this year's appearance by South Africa as host of the World Cup.

While all of these would be noteworthy achievements on their own (and I know I'm excluding way too many deserving events), they have been magnified by the fact that there was an aspect of national pride behind them. They were events that, for a moment in time, were able to unite nations with a shared experience.

All of this preamble to lead up to this: tonight's game between Toronto FC and Deportivo Arabe Unido in the CONCACAF Champions League tournament. Admittedly, the importance of this game pales in comparison to all of the aforementioned events -- but it also has the potential to be much more than just another game.

Toronto FC, right now, is Canada's team on the international stage. And, most importantly, the club is exceeding all expectations. As winners of the Nutrilite Canadian Championship, the Reds earned Canada's berth in the CONCACAF Champions League, a tournament that's a stepping stone to the FIFA Club World Cup. It carries the hopes of Canadian soccer enthusiasts on its shoulders and the club have started writing a very interesting script.

Advancing to the group stage is a feat in itself. But to shock the soccer establishment by defeating powerhouse Cruz Azul in the first match on Aug. 17th has set the club up for potential greatness. Tonight's game probably won't win any beauty contests -- Arabe Unido have been criticised for its excessive flopping, theatrics, and dirty play -- finishing its last Champions League contest with only nine men on the pitch. However, a victory by FC opens up the possibility for a run of unprecedented success in terms of Canadian soccer.

Toronto FC, temporarily, is wearing the mantle of Canada's team. And we've seen before what kind of special moments those bearing that mantle can create. I hope you tune in tonight (check listings -- GOLTV is carrying the action.)

P.S. If anybody is heading down to Panama for the match, make sure you say hi to Martha -- a recently retired member of the Amway Canada family!

So now I turn it over to you. Does serving as Canada's representative make you more interested in this team? What are your favourite sporting moments -- and does national pride have an impact on your enjoyment of these events? Comments are open -- I'd love to hear from you!

All the best,

Jay

Thursday, August 19, 2010 0 Comments
Category: Canada, Amway, knowledge, vacation

Long time no write! An apology and an explanation.

First, let me quote my manager Angela, who, three months after hiring me, said, "Oh, it's always crazy at this time of year. It'll calm down soon."

That was eight years ago. It never calmed down.

In fact, the pace has sped up markedly. I'm not complaining, mind you. I've had jobs in the past where I had finished everything I needed to do by noon, then spent the next few hours trying to find something of value to do. Let's just say I haven't had that luxury here at Canuck Central.

And that's one of the reasons I haven't posted in a while, but I promise to do better. A couple of weeks of vacations really screws up the ol' schedule. I don't know about you, but the two weeks before vacation is dedicated to trying to cram in as much as possible to get ahead of the game. The two weeks after vacation are dedicated to realising that you never really were ahead and, boy, are you behind.

It's an exciting time of year around here (communications, specifically). Of course, we have our ongoing sponsorships with soccer (check out the Nutrilite Canadian Soccer Facebook page for more details) and Skate Canada's on the way. But most of my time, at least, has been spent much in the same way as many of you -- at least those with kids -- are: preparing for September.

Around here, September is the start of the new business/qualification year. It's a time of excitement, hope, and enthusiasm amongst both the employees and IBOs. Internally, we're preparing a host of new catalogues, promotions, and more for September and beyond. Writing copy, proofing catalogues (both in French and English), sign-offs, pick-ups, requests, messaging, e-mails, social media...

It doesn't leave much time to catch one's breath, does it?

Plus, working for a Canadian affiliate has it's advantages and disadvantages. This is the second company I've worked for that is a Canadian subsidiary, of sorts, to a U.S.-based operation. And what I've noticed from both is that the smaller scale of the Canadian operation necessitates employees to wear several hats. My primary role is as a writer/editor here. But over the years those "other duties as assigned" have extended to market research, social media, photography, committee work, and so much more.

And I'm not alone. I know everyone here at Amway Canada wears several hats -- and they do it with style!

The great thing about this diversity is the growth you experience. When I started here, I was a youngish punk who thought he had it all figured out -- at least when it came to corporate communications. Now, I've got a few (hundred) more grey hairs, a few less pounds (thankfully!), and a whole lot more perspective and knowledge. I'm a better writer and communicator today than I ever was and that's thanks to the opportunities I've been given to grow, stretch, learn, and expand my knowledge. Experience is a wonderful teacher and I'm looking forward to being able to look back in 10 years and reflect upon how little I know now.

There's never a dull moment. The days, generally, fly by. And, personally, I wouldn't want it any other way. 

What about you? What have you learned through your job experience over the past few years? If you're an IBO, how do you balance the various aspects of your job -- retail sales, mentor, student? Comments are open!

All the best (and I promise to be back soon),

Jay 

Thursday, July 22, 2010 0 Comments
Category: Canada, Amway, honesty, advertising, advertisements, idols, branding

Here's a little what-if scenario to start your day (and before you say, 'Another post, Jay?' In a couple of days, I'll be on vacation for a couple of weeks, so it all balances out!). 

1. One day you come to work and find that the guy in the office cubicle next to you isn't at work because he's been taken into custody suspected of assaulting a woman. The case winds its way through the system and gets settled. No admission of guilt, but the slate's not exactly wiped clean. You never really knew him, but he seemed pleasant enough. But now how do you now feel about him?
2. Or how about the guy in that other department who is going through a divorce. Tough times indeed -- worthy of sympathy, right? Oh, wait, it turns out this guy is a serial cheater who has had multiple affairs, while his wife is at home with the kids. Do your feelings change? 

Probably. If they were co-workers, casual friends, acquaintances -- chances are you'd steer clear of them. At the very least your opinion of them would likely be significantly lessened.

Oh, by the way, a recent Harris Research Poll shows that America's favourite athletes are Kobe Bryant and Tiger Woods. 

And you wonder why companies continue to drive Brinks' trucks up to an athlete's door to get an endorsement deal.

To be as fair as possible, Kobe Bryant was only accused of the crime. The civil case was settled out of court and the criminal case was closed when the alleged victim refused to testify. Kobe apologized to the accused, admitted an adulterous relationship, then went back to work. A couple of championships later, the world loves him again and those sordid days of 2003 are but a memory.

Tiger? Well, if you're unaware of the maelstrom of controversy that happened over the past year, then you probably need to get out more. 

LeBron James? He dropped to sixth on the list from a previous third-place ranking. Kobe moves up three notches, LeBron drops three. Apparently betraying a city and a franchise means more to people than betraying one's spouse (although Brett Favre's fourth-place position on the list, a rise from ninth, may render that point invalid...)

I'm not trying to sit in judgment here of these people. What they do in their personal lives, as long as it's legal and consensual, is none of my business. But it does answer one of those questions I get asked frequently by people outside of the business community -- 'Why do companies pay so much for celebrity sponsors?' 

When we think of average criminals -- especially those involved in the type of activities mentioned above -- we, as a community, are ready with the slings and arrows. We're more willing to brand these people as low-life, or cement a negative opinion of them. Athletes, on the other hand, are Teflon-coated. Short of a full-scale (alleged) O.J.-esque meltdown, one's celebrity status remains intact. Instead of branding them, we celebrate their BRAND. Those slings and arrows? Kept in the quiver for a less-lofty target. Your one-name-status superstars get the benefit of our doubt; Joe Average, more often than not, is guilty before proven innocent.

We've been lucky here at AG. We've had a good group of celebrity endorsements, ranging from Asafa Powell to Liu Xiang, to Ronaldinho, and Marta. And, of course, we've got non-athletes like John Tesh and John Gillespie. They've brought next to nothing in the form of controversy, but what do they bring to our brands?

I can tell you what we think, but in the end that really doesn't matter. What matters is what YOU feel these people (and, by extension, our sponsorships like the Nutrilite Canadian Championship and Artistry/Skate Canada) bring to our brands? How have they or do they impact your business? One of the basic tenets behind endorsements is to benefit from the built-in trust and credibility imparted by the celebrity endorser. That's why Tiger's brand was so powerful -- he crossed demographics, excelled at his sport, and appeared to be a squeaky clean (albeit sometimes petulant) golfer with international appeal. People trusted Tiger and would view Tiger-endorsed products more favourably.

Remember Be Like Mike? For all the talk that athletes aren't role models (and they really shouldn't be, unless you're restricting your idol worship to their skills on the field of play), a statement like that demanded accountability from the athlete himself. If you're buying products to Be Like Mike, then you better be sure that Mike makes himself worthy of emulation.

On the women's side, while we've had spokeswomen like Jenn Stuczynski and Sanya Richards in the past, it seems that the current crop of female athletes aren't exactly resonating with the general public. As a matter of fact, the sixth-most popular female athlete -- Anna Kournikova -- has been retired for a while and was known more for her pulchritude than her power strokes. The ninth-most popular female athlete, Billie Jean King, has been retired for almost 30 years; the 10th-place woman, Martina Navratilova has also been retired for years (officially she retired in 2006, but she had been retired for years before that).

So what are your thoughts on celebrity endorsements? Which are your favourites? Do they bring any value to you, your business? If you one who is vehemently opposed to Bryant or Woods' actions, does a company's affiliation with them lessen the company's image in your eyes? Does it matter?

The comments are open. I'd love to hear your thoughts.

All the best,

Jay

Wednesday, July 21, 2010 2 Comments
Category: Canada, Amway, e-mail, future, app, iTouch, iPhone

Where does the line between embracing traditions and simply being a Luddite get drawn? I suppose that's the challenge with technology -- while it changes the way we see life, do business, and interact, it leaves little room for embracing tradition.

Normally I don't have a problem with progress. Although not necessarily an early adopter (unlike a certain colleague of mine -- sitting on a 45-degree angle away from me -- who absolutely HAS to have the newest toys), I'm quick to embrace technology. 

At age 37, I'm pretty much in the last generation that didn't grow up with computers a part of our lives. Sure, come grade four or five we had the ol' Commodore PET (I loved the cassette-tape drive... and kids, if you don't know what cassettes are ask your parents), but unlike my own kids, I know what a world without Internet looked like. That said I text, I use an iTouch. We have HD TV, PS3, MP3 and a host of other acronyms around the home. I blog, I Tweet, I use Social Media, and I'm comfortable with them all. I think it's safe to say I embrace and enjoy the opportunities and challenges that new technology presents.

But I've always had my own personal line -- books. While I think that aforementioned work colleague was actually on the production line, pushing her e-reader through, I've resisted.

I guess I thought there were more like me. But then I saw this Reuters article, which states that for the first time e-books have outsold hardcovers.

I can rationalize that -- after all, hardcovers are expensive, bulky, and inconvenient to carry along with you during the day. But I suppose it's only a matter of time before pixels outpace paperbacks. 

I love books. I have bookshelves in pretty much every room in my house, with books still stacked in boxes from our move, waiting to find a place to be displayed. Both my wife and I are avid readers and we've tried to share this passion with our kids (with limited success: our daughter has two large bookshelves filled to overflowing and she loves to read; our son had books hidden in his closet and will read only upon penalty of death!) But I have a problem with e-books.

In the end, any format that encourages people to read is a good thing, I guess. But reading a book on my iTouch is so much different than reading a physical book. I'm a big fan of used book stores and love perusing the stacks for a hidden gem. There's both an olfactory and tactile aspect to reading a book. There's the visual experience -- especially when seeing books arranged on a shelf. And I just don't know if that can be replicated on a small screen.

In general, technology makes things better. Cordless phones and bluetooth free you of cords (and reduce injuries from actually spinning a dial!); Blu-Rays are markedly better than DVDs, which were on their own significant upgrades over VHS, BETA, or reel-to-reel formats; and Facebook, Twitter, and e-mail are more convenient and accessible than letter-writing to keep in touch with far-flung friends.

Yes, e-books are more convenient from a portability perspective, but they don't have the same character as a physical book. Often, the books themselves become a story unto themselves -- offering you the chance to read hand-written inscriptions or figure out why certain paragraphs are highlighted (for example, years ago I got a copy of Paul Reiser's Couplehood at a used bookstore. The inscription wished this couple a long and happy pairing -- the fact that this book was in a used store suggests otherwise). Can you experience the same with a Kindle?

My dream, one day, is to have one of those rooms that are filled from floor to ceiling with leather-bound editions of my favourite books -- you know, one of those ones that you need a rolling ladder to reach the top shelves. But will I be stuck with a couple of e-readers, loaded with over 1,000 books each, sitting alone on a shelf? It sounds awfully IKEA-y to me.

How have you handled technological change? Do you embrace it or run from it? In this business, we've seen incredible changes over the last decade or so -- ranging from the advent of an on-line presence to the fact that you can now run your business from the palm of your hand with the Amway Global iPhone app -- how has this change impacted you?

Technological changes seem to be coming faster and faster each and every day. Today's breakthrough just accelerates tomorrow's innovation at an exponential rate. How are you coping? Do you like it? Anything you'd like to put the brakes on? Does my love of physical books mean I'm a Luddite?

Comments are open, I'd love to hear your thoughts!

All the best,

Jay

Monday, July 19, 2010 1 Comments
Category: Canada, Amway, Global, honesty, words, communication, writing

The great thing about being a writer/editor is that I can use my power of language to fight the forces of poor grammar, convoluted writing, ambiguity, and lack of clarity. So here I come, like a bolt of lightning from the sky, to save the day!

OK, my job entails sitting and tapping on a keyboard. If it weren’t for the whole “creativity” and “cohesive thought” part of the job, a monkey could – conceivably -- replace me. It’s not my body, but my mind that’s active -- so allow me to exercise it once in a while with a flight of fancy.

The situation that I want to talk about is not nearly so dire, but it’s a reflection of some of the challenges we face in the communications world on a daily basis: lack of clarity, fear of negativity, and hypersensitivity.

Twitter (where you can follow Amway Canada at @amwaycanada) provided a link to this story. The story, in itself, is tragic and by no means is this intended to be disrespectful to the victim and his family or flippant. It does represent a perfect illustration of the aforementioned issues.

The article obviously is juxtaposing this man’s death via drowning with the start of National Drowning Week to highlight the tragic coincidence. However, what’s lost is that this entire scenario is not set up within the framework of a tragedy. To the contrary, the death actually fulfilled the stated intent of the event.

Yes, as it’s written National Drowning Week actually advocates for drowning.

‘Come on, Jay. You know what they meant.’ True, I can infer that they’re intending to raise awareness of the threat of drowning. You know that and I know that. But we know that in spite of some very strong cultural and social conventions. Take a look at the examples below:

• National Volunteer Week
• International Association for Suicide Prevention
• Social Wellness Month
• Injury Prevention Month
• Flag Day
• Craniofacial Injury Acceptance Month
• National Grandparents Day

Although it's not a hard and fast grammatical rule, our society has defined that any day or organization is inherently positive towards the issue in its title.

Take the second item in the line list. Pretty straight forward, right? (And it’s a wonderful organization run by an old friend and work colleague of mine. Check out the great work they do on Facebook) But if you removed Prevention, it rather quickly becomes an advocacy group for euthanasia. It could be argued that the International Association for Suicide is perfectly acceptable – but that would be argued only by some bad biz writers or print-shop people trying it on a business card!

National Grandparents Day? Again, we know that this is a wonderful opportunity to celebrate grandparents. Why do we know this? Well, because our standard is to assume a titling structure like this is positive. Now, if the rationale behind National Drowning Week was standard, you would have to come to the conclusion that this day is far more sinister in intent.

So how does this happen? Simple – the hypersensitivity of corporations towards appearing negative in any way, shape, or form (some would classify this as political correctness). There are those at all levels of corporations who are vehemently against even the hint of negativity in their business communications – even if that’s the best way to frame a reference. So because Prevention or Anti- are considered negative terms, they're out.

It’s a battle many communicators face from companies desiring a positive ‘spin’ on a situation. But spin should never be a part of business communications. Honesty, transparency, and openness should be the hallmark of any company, and the very nature of spin precludes that. Simply put, clarity should never be a casualty of hypersensitivity. Or spin.

National Volunteer Week works because of our positive-leaning convention. We know you’re for volunteers. Good, it’s clear. Injury Prevention Month understands our social convention and, by adding the word ‘Prevention’ makes it clear what the intent of this organization is. National Injury Month and National Injury Prevention Month could represent two vastly different viewpoints. Flag Day and National Wellness Month? Both are pro-issue, correct?

Now what if we had Flag Burning Day? Of course, the National Drowning Week people would believe that it’s anti-flag burning, but what about the majority of us? Pretty clear right?

That’s why we use words like Awareness Day or Prevention Month. National Anti-Drowning Week? Drowning Prevention Month? Or Drowning Awareness? All pretty clear, eh?

Effective Communications Month was in June, apparently. So let’s start the new ‘year’ off right and focus on clarity in our communications, shall we? A team of people fighting against empty biz-speak, spin, and lack of clarity! We will fight for plain speech, honest commentary, and open interaction with our readers/customers! And then maybe I can be a superhero after all!

I wonder what I’d look like in tights…

Now to you. What do you look for in business communications? Do you want honesty, or do you prefer companies to be vague or hide behind words that have more syllables than meaning? Or, if you’re a business owner, do you feel everything has to be positive and negativity must be excised from any communications? How far do you go? How honest should honest be?

Comments are open. All the best!

Wednesday, July 07, 2010 0 Comments
Category: Canada, Amway, summer, heat, XS

It's hot.

That's probably not shocking news for most of you joining me in the centre-eastern part of this wonderful continent of ours, but facts are facts. It's hot.

Not just, 'whew, I'm perspiring' hot, but rather 'I seem to be having trouble breathing because the humidity makes it feel like I'm breathing underwater and I think my shoes just melted to the pavement' hot. 

I hate it.

I know hate's a strong word, but it's fitting here. I hate heat. Hate it with the burning passion of a thousand suns (which, ironically, would still be about six degrees cooler than it feels right now). Right about now, there are plenty of people like me, milling about looking for climate-controlled refuge. But, oddly enough, there's one group of people that I can't find -- and I've been searching.

You know them. They're the "I love summer people." They're particularly ubiquitous in Canada come the depths of winter. February's the best time of year to spot them -- they're they pasty-white, blinking-under-the-fluorescent-lights zombie who mutter things like "I hate winter," "I'm chilled to the bone," and "I can't wait for summer."

The thing is -- they can wait for summer! They hate it as much as me -- I'm just more honest about it. Those same self-professed summer lovers are the same ones who batten down the hatches, seal all windows and doors, and crank up the central air the second the thermometer goes about 25! For all the talk about loving the sun, the outdoors, and the summer, they'll only love it from a cozy, climate-controlled environment.

I'm not saying I'm significantly different than them -- except I admit my hatred for heat. And I remain consistent about it.

Listen, I love winter. You can always throw another layer on and stay warm. You can only take off so much before you get arrested.

So how are you beating the heat? Have you tried XS isotonic or energy drinks? Water? Perfect Empowered Drinking Water? What are your beat-the-heat tips this summer?

Comments are open. All the best.

Jay 

Tuesday, June 29, 2010 2 Comments
Category: Canada, Amway, future

Alright. I just recently turned 37. Here's a question for people of my age and older: when you were a kid, how many of you thought we'd be driving flying cars? Having robots as housekeepers? Eating meals in a pill?

Now that I look at it, that sounds an awful lot like the plot synopsis for the Jetsons, eh? Regardless, when we were younger many of us went through the exercise of imagining what the future would be like. Sometimes it was for school; other times it was just casual daydreaming. But we all did it and, for the most part, we shared common ideas about what the future would look like.

For my generation, it was all about the Year 2000. It was a nice, round number and, in the early 80's, it still seemed far enough away to allow for the flights of fancy upon which we embarked. As children of Star Wars, a lot of our future dreams were dominated by laser guns, space flight, and alien contact. We thought we'd teleport to work, enjoy a full meal by swallowing a pill, and live in these sterilized, gleaming brushed chrome minimalist homes. (My own, personal future also included being married to Alyssa Milano.)

Well, Y2K came and went with nothing more than a few minor hiccoughs (and for some, a raging morning-after headache). That science-fiction future didn't materialize, but we did -- and continue to -- see seismic changes in our lives. (And, although I didn't marry Alyssa, I did meet and marry the woman of my dreams, so it all works out, right?) Computers went from cassette-tape driven monstrosities to the palm of our hand. Connecting to all corners of the world went from costing hundreds of dollars in long distance to now streaming live video thousands of miles away for free. In other ways, we've come to see that some of the best lessons for our future come from our past. We're not eating pills -- rather, people are more concerned than ever with eating naturally. Fair trade coffee, organic household cleaners -- in some cases everything old is new again.

So what does today's youth think about the future? In the last week, results of a recent poll of Americans by the Pew Research Centre for the People and the Press in conjunction with Smithsonian magazine, asked that very question. And the results show a world where cancer's been cured, people will be conversing with computers (if I hear mine say, "I can't let you do that Dave... I mean, Jay..." I'm going to run screaming from my house), and that artificial limbs will get to the point where they outperform real ones. On the flip side, over half believe that World War III is coming, as well as another terrorist attack in the U.S. using nuclear weapons. Good news for you Christians out there: about 40 per cent believe that Jesus will return. Bad news for everyone: over 30 per cent think Earth will be hit by an asteroid.

Feel free to peruse the survey results at your leisure here. My question to you now is where do you see the future taking us? This survey polled Americans, so I'd love to hear the perspective of my Canadian and International readers too! What do you think the future holds for us all -- from big events to small changes? And, looking at Amway Global, where do you see the business opportunity in 10, 20, even 50 years? What about the industry as a whole? Where does direct selling fit in an increasingly Internet-dominated global marketplace?

I'd also love to hear how to world of 2010 has differed from what you believed as a youth. Were you of the flying car, moving sidewalk (yes, there are people movers in airplanes, but really...) generation? Did any of your beliefs come true? Are you still waiting on something (Toronto Maple Leafs fans note: I'd like to keep this focused on things that COULD ACTUALLY happen... a Stanley Cup in Toronto doesn't meet that criteria...)?

Comments are open. All the best,

Jay

Thursday, June 17, 2010 2 Comments
Category: Canada, Amway, Nutrilite Canadian Championship, soccer, World Cup

Sure, the world is awash in World Cup fever. Even some of us north of the 49th are taking an active interest in the tournament. Of course, I’ve seen this movie before – and I know how it ends:

• The general public doesn’t give a wet slap about professional soccer (wash, rinse, repeat for three years;
• The World Cup draw happens. Suddenly everyone’s an expert. Debates about which Group forms the dreaded Group of Death get heated;
• World Cup matches start;
• Fan interest spikes beyond the traditional ethnic communities that form the basis of Canadian soccer viewership during the World Cup;
• Pundits work themselves in a lather saying that now, finally, for real this time, we really mean it, honestly, this is not like any other time, this time it’s a sure thing that North Americans have embraced soccer!;
• World Cup ends, euphoria subsides;
• Canadians go back to not caring about soccer… until the next World Cup; and
• *** Special Bonus Plan *** Pundits get to work themselves into another lather, gobbling up inches upon inches of print space (or pixels upon pixels of screen space…) investigating why another opportunity was lost to convert North American sports fans into soccer fans.
  

So, knowing where we’re going to be in a few weeks anyways, I thought I’d jump the gun and look at what it is about North America that prevents us from embracing soccer at its elite level. And it’s an issue of importance to us here at Amway Canada, as we’re heavily involved in the sport from a corporate perspective, including being title sponsor of the Nutrilite Canadian Championship – a tournament that pits Canada’s top professional clubs against each other for the Voyageurs Cup and the right to represent our nation as part of the FIFA Club World Cup tournament. *** Warning, sweeping generalisations may appear. Arguments based on feelings, not facts may be present***

Let me start by saying I know it’s football. Footy, the Beautiful Game. I get it. But to me football is played with three downs and rewards failure thanks to something called the rouge! Oh, and there’s also that U.S. version which is pretty good too! Four downs to get 10 yards, though… amateurs.

Oh, and by the way, I just found out that soccer is actually a British term!!!! Used first in the 1880s as an abbreviation of asSOCiation football*! So there. Stop being snobs. *reference taken from Wikipedia and we all know the Internet doesn’t lie, so it’s got to be true, right?

North Americans in general are sports fans. And thanks to the 24-hour, non-stop news cycle (and about a gazillion specialty channels) we have access to every sport imaginable. Of course, you’ve got the big guns: hockey, Canadian and American football, baseball, and basketball. You have your curling, golf, and tennis fans out there. Figure skating’s extremely popular (again, we have a vested interest through our ARTISTRY® Skate Canada sponsorship.) And NASCAR and F1 fans are very vocal in support of their sport.

In fact, if you tune into TSN, SportsNet, ESPN, or any other sports network during the wee hours of the morning, you’ll see that our appetite for televised competition is almost insatiable. We’ll broadcast lumberjack challenges, poker, competitive eating, and dog shows for Pete’s sake! The appetite for sports is there, but for some reason soccer just doesn’t sate it on this continent.

The thing is a lot of us put our kids in soccer. According to FIFA’s Big Count, using statistics from 2006, almost 2.7 million Canadians played the sport. Compared to hockey, it’s cheap to get involved, it’s fun, and kids can pick up the sport pretty quickly. But they’re not taking that next leap. They’re not idolizing the heroes of the pitch. They’re not wearing their Everton or Real Madrid jerseys to school, like they would their Habs jersey or Jays’ ball cap.

So what’s the problem? The world loves soccer, why don’t we share the same depth of passion?

One thought is that we’re a nation (I’m speaking for Canada here, but I think the same applies south of the border) that’s grown up on sports that offer instant gratification. Hockey, basketball, football – even baseball’s regularly fast-paced. There’s almost always a payoff – and even when there isn’t, we massage the rules to ensure that one exists (see the addition of the shootout to hockey). Baseball has a pitcher/batter dynamic at each and every at bat. Basketball games feature non-stop scoring and defence is sometimes an afterthought. Football offers controlled violence and while scoring is not as plentiful as it is in basketball, there are small victories and gains throughout the game. Hockey is a game of chances – in fact, there are so many that we often further break down shots on goal into quality chances. We like our games completed in well under three hours and sprinkled with plenty of offence.

Soccer? Not so much. To the casual observer, it can seem interminable. While advocates will laud the beauty of a nil-nil match, Joe Fan laments the fact that it just seems like the players are running around relatively aimlessly, to the point where even at shot at the goal (a rare occurrence at the top levels) is celebrated enthusiastically.

Of course, when you consider other popular sports in those regions, you can understand. Take cricket, for example. A test can last, what, six weeks? Soccer, despite its languorous pace would seem positively ADHD-esque in comparison.

The argument that really rubs my rhubarb the wrong way is that North American sports fans can’t appreciate the nuances of a well-played match. Somehow the thrill of an unsuccessful rush up the wing is lost, or that the appreciation for the systems employed is just not there.

Listen, there are smart fans on both sides of the border. There are those who appreciate the game within the game. But let’s be honest here: Liam, William, and Eleanor, sitting at the pub, pounding Guinness, aren’t dissecting the merits of a 4-4-2 formation over adopting a 4-3-3 triangular midfield, just as Frank, Kristin, and Bobby aren’t discussing whether their favourite team should employ the left-wing lock, defend with a box-and-one, or have the left guard pull on the next run. In general, fans want to be entertained and prefer superlative play to systems analysis (see the vehement hatred for the neutral-zone-trap and prevent defence).

The modern sport of soccer as we know it was officially born in 1863, when the Laws of the Game were put in place. Now, I know dozens of places can (and will) lay claim to being the birthplace of the sport – kind of like the ‘where did hockey start?’ debate here in Canada (my money’s still on McGill…), but that’s a discussion for another place. Since 1886, the International Football Association Board has governed the rules of play at the international level. That’s good enough for me.

But the game is far older than the official date. There are reports of soccer-esque games being played hundreds of years ago in China, Scotland in the Middle Ages, South America and other locales. Have ball, kick ball, score is a pretty basic concept, so it’s not a surprise that versions of the game sprouted up worldwide.

There’s a history and that’s certainly a significant factor. Whilst fans in Liverpool can look back fondly on over 150 years of history, the team in Canada that’s enjoyed the greatest popular success in soccer, Toronto FC, was only founded in 2006. Sport allows people from all walks of life to come together for a common cause – but while this breadth of support is important, it’s the depth of support that forms the strongest bonds. In Canada, fans of the Montreal Canadiens can share memories with their parents, grandparents, and great grandparents. Oftentimes, fandom isn’t a choice, but rather a birthright.

What about hero worship? Although the sports adage is that you play for the logo on the front of your jersey, not the name on the back, the fact remains that people – kids especially – attach themselves to a particular player. In my day it was Guy Lafleur, Wayne Gretzky, and Marcel Dionne. Nowadays, Canadian kids are looking up to Sidney Crosby, Alexander Ovechkin, LeBron James, and Peyton Manning. The MLSers who populate the rosters are often nearing the end of their playing days (see David Beckham) or not at the elite level required to play overseas.

It’s easy to picture yourself filling Sid the Kid’s skates, because many of us share a similar background. Soccer? Well, players with names like Kaka simply send kids into fits of giggles, whilst the greats of the game like Lionel Messi, Drogba, and Christian Ronaldo toil overseas (and in early Sunday-morning games). Maybe that’s going to turn around with the success of homegrown players like Dwayne de Rosario and Julian de Guzman for the hometown Toronto FC squad. And that’s why a tournament like the Nutrilite Canadian Championship is so important and holds so much potential for growth.

There are a lot of things that soccer does right – first and foremost is the game’s respect for fans and its ability to create an atmosphere. In terms of pandering to the fans, NBA games are the worst – but hockey and football are a close second and third. The jumbotron constantly flashes directions to the crowd “Go Team Go” or those stupid gloved hands. And don’t even get me started on Cotton-Eyed Joe… There should be a fatwa declared on any and all PA announcers that play that song – anywhere. Any break in play has to be filled by noise, perky cheerleaders (or dance teams), or dusting off the YMCA! It’s like the overlords of North American sport refuse to believe that fans can enjoy (or need) the pauses that come during games and that if they’re not overwhelmed by a wall of noise and light, they’ll accidentally wander out of their seats towards the exits.

Conversely, in soccer the fans are the spectacle. They create wonderful chants that the whole crowd gets involved with (of course, they’ve got plenty of time – not being encumbered by, oh, goals, or anything). Sure, some of them go a little overboard (the football factories and hooligans being the prime culprits), but for the most part the game is made by its atmosphere.

Truly, there’s nothing better than being there. I want to be a soccer fan, but I’m really not. That said, every time I’ve gone to BMO Field for a Toronto FC game, the atmosphere lasts with me far longer than the final score. For a taste, check out the Nutrilite Canadian Soccer Facebook page for videos and photos from the recent tournament – you’ll see what I mean.

There’s always hope that things will change. With homegrown talents like the aforementioned de Rosario and de Guzman, and an elite player like Landon Donovan south of the border, we’re starting to see North Americans excel at the international level. Maybe that will translate into greater home-grown interest. But while that alleviates one of the symptoms, it fails to address the fundamental issues North American fans have with the game.

In my mind, the game doesn’t need to change. Either we need to change our perceptions to appreciate it more, or we accept that soccer here will be like the NHL in the States – a regionally relevant sport that just can’t attain mass appeal except for major events like the World Cup. After all, it works for tennis (viewership increases for grand slams) and golf (same for the majors).

In the end, there’s really nothing wrong with that. 

Friday, May 21, 2010 0 Comments
Category: Canada, Amway, Global, communication, knowledge

How much does a good idea cost? Nothing, right? So when we're given such incredible gifts for free, why do we squander them by constructing artificial barriers that prevent that dream from becoming a reality.

In my previous post, I discussed how our generalised acceptance of failure can pose a challenge both in business and in life. Yet there we also engage in another self-limiting behaviour -- pre-fab excuses.

There are the obvious practitioners of this dark art -- and chances are you know them. They are the ones in your office, amongst your teammates, or wherever you conduct business who have the biggest Buts you've ever seen (with the one-T-but, I'm obviously not referring to those who are posteriorly-gifted...)

Like a bird, you can recognize them by their common song:

• Well, I'll do my best, but...
• Unfortunately, I'm just swamped, so I'll try to get you what you need, but...
• I'm pretty sure I can meet that deadline, but...

Hey, I get it. Life gets in the way. Having worked both in media and business communications, I know how deadlines can be a source of stress. The difference is, when I worked in media deadlines were the Almighty. You missed them, you suffered consequences (when I was EIC of a publication, our biggest threat was, "OK, but if you don't get your copy in by X o'clock, then we'll just run a big picture with your phone number under it with the caption 'Please contact X to find out why there is no article here); in the business world, deadlines are much more fluid -- although they shouldn't be.

You miss a deadline in media, there's a consequence. Miss one in communications? Here come the excuses -- then it gets blown over. 'We'll do better next time.' So which of the two tactics results in on-time, regular delivery? 

Exactly. In business there are those overt examples of creating pre-fab barriers to productivity. It's like having a ready-made "In case of deadline, break glass) box of excuses. But there's also a second, less-obvious form of self-limiting behaviour that we see frequently: The Dreaded If.

I've just returned from the global PR conference (feel free to read the last three posts here) and it was an amazing experience. No false positivity or play-by-rote feel-good messaging -- it was just the opportunity to see what other people were doing, how they were overcoming challenges, and sharing in their success. It was an exciting, motivating week of learning, but even in that incredible environment, the odd subtle If reared its head. Things like:

• If only we had that budget, we could...
• If only we could do something like that in our market...
• As if we'd be allowed to do that...

If only? Forget about stopping in our tracks -- this is stopping ourselves before we've even had a chance to make tracks! Most of us are guilty of thinking this way at times, so how do we combat that attitude?

The one great thing about working for a smaller affiliate of a large multi-national is that many of us here have the opportunity to wear several hats, instead of being restricted to one role or job. One of the hats I get to wear is that of helping to co-ordinate our Continuous Improvement efforts. Perhaps you've heard about LEAN and Kaizen efforts. I won't go into detail here (that's what Google's for!) but the idea behind LEAN and Kaizen events are to find better, more efficient ways of doing work with the idea of providing the end customer ultimate value, whilst empowering employees to find creative solutions to their area of expertise. After all, who knows how to do your job better than you?

One of the things that I've really latched onto from this philosophy is the idea of putting Creativity Over Capital. And holding ourselves to that ideal is what can help us defeat the Big Buts and the Ifs out there.

True, you may not have the same budgets as other companies, other departments, or other industries, but why should we allow that to limit our success? Are great ideas the domain only of the rich? How many inventions have come from people with no money? How many masterpieces are created from those who were living hand-to-mouth? So why can't we apply that same resolve to our business dealings?

I know we're trying here. We're trying to create buzz for our national soccer championship -- the Nutrilite Canadian Championship. Yes, there was a budget, but that was accounted for. So how do we do more with nothing extra? Again, creativity over capital. I created a Facebook fan page, which is still in its infancy. We're playing around with it, adding content here and there, and trying to make it a destination hub. It won't happen tomorrow, but long-term I believe there's the potential to develop a community of fans, who will help grow interest in the sport -- and, by extension, become more familiar with the Nutrilite Brand.

That's one example. There are several others -- we're committed to LEAN efforts throughout the company and each little bit makes a difference.

A key component of being creative over expending capital, I believe, is that you need to use the resources around you. There's a lot of knowledge, creativity, and passion both within these walls and in the greater community. I try to learn from everyone, solicit insight from those whose opinions I value, and -- essentially -- use people for their talent!

So I turn to you. For those of you in the business, what can we do to help promote the brands and the opportunity? What would work for you, in the field? What challenges are you facing, what feedback are you getting, and what from us would resonate amongst the people YOU meet each and every day? 

And if you're a customer, visitor, or just stumbled across this blog post, what would you like to see/hear/read/experience to help you learn about Amway Global products and the business opportunity? What type of messages work for you and what doesn't? What would attract you to the business -- and what would repel you?

Feel free to post in the comments, or send an e-mail to me at feedback.ca@amwayglobal.com. All ideas are welcome and, in this case, money is no object -- not because there's a tonne of cash lying around, but rather because we're not going to use money, time, resources, or lack thereof as an excuse! Creativity over capital.

Listen, there's a fair bit of evidence that suggests that visualizing works. If you see yourself reaching a goal, you have a better chance to actually attain it. But the flip side of that is that if you visualize negativity, it too will manifest.

No ifs, ands, or giant buts about it!

Thursday, May 20, 2010 1 Comments
Category: Canada, Amway, Global

Failure is not an option.

That statement's supposed to be a panacea for all the days of our lives. But, to be honest, the majority of the time that statement rings hollow -- or at least the sentiment behind it is hollow.After all, while we may not actively encourage failure, we certainly tolerate it. In fact, we tend to absolve people of their failures.

Sure, failure is a part of our lives; we learn from it and it helps us to appreciate the successes -- both small and large -- that we subsequently enjoy. But more often than not we ignore failure, or at least we excuse it. Think about your kids if they're in the modern school system.

Growing up, failure was a real and present danger. You didn't hand in an assignment? Zero. You didn't meet the requirements to pass? Well, you'll get a chance next year. Now? Failure is a bad word -- perish the thought we give a child the opportunity to learn at his or her own pace. It's more important to protect their fragile psyches by keeping them with their peer group, so that their social development does not get stunted. Who cares if the kid can't read at a grade six level yet... It's more important that Timmy or Sally gets to hang out with the same group of friends.It's the people.When it comes to the business, I have always been optimistic. I know the potential is there. I've seen good, quality people represent our brands and opportunity to the best of their ability. But I've never been more optimistic than I am today.

The reason? People. The people you don't know or see. The people behind the brands, behind the business who work diligently behind the scenes to make Amway a reality.

As you may know from reading my past couple of posts, I've been attending the Amway global public relations conference. Yesterday, following the presentations, we took a bus tour to a small town outside of Grand Rapids. The town, the lake, and the experience was beautiful. The people with whom I shared these experiences? Even more so.At the dinner table,

I was surrounded by a group of colleagues from around the world. Joining me were people from China, the Phillippenes, Turkey, Vietnam, and Mexico (and other Latin America). Prior to that I had the luxury of speaking with Australians, Germans, Indians, and assorted others (I'd be remiss if I neglected to mention our American counterparts.)And I can honestly say I'm a richer man for the experience.

We discussed the business honestly. We opened up about the challenges we faced, the opportunities present, and the efforts we're taking to drive this business forward.And, in light of the calibre of the people I was with, I can honestly say to all of you that this business cannot fail.

There's an old business adage that states, 'People are your greatest resource.' Oftentimes, it feels like this statement's made by companies as an empty show of faith. When it comes down to brass tacks, the bottom line remains king and people are no more than servants to that ultimate goal.I don't think that's the case here. People are our greatest resources and I believe the company wholeheartedly embraces that concept. And Amway has been rewarded by amassing a group that's peerless in the industry. They are good, quality people, dedicated to doing their best and servicing their clientelle. But above all of that, they care.

Quality is a magnet. If you embrace quality, you will find quality is attracted to it. You can rest assured that supporting the Amway name (and those if its brands) is a strong foundation of quality. This is no facade put forth by the company to assuage your concerns -- it's a true and under-expressed core aspect of this business.I've been blessed. I work with a great team in Canada. There is a lot of innovation, dedication, and talent located at 375 Exeter Rd., London, ON.Best of all, I've seen first-hand that this level of quality exists throughout the world.The conference? Outstanding. Great ideas, great presentations, and a defining vision that's sure to lead to greater success worldwide.

Yet, the most important thing I'm going to take home from this week's experience is the knowledge -- burned into the very fibre of my being -- that our most important resource, people, is unparalleled in the world.Hope is a precious thing. But hope is still speculative. It's the dream of a better tomorrow, based on a tenuous foundation. There is no hope at Amway -- there is only the undeniable truth that we will succeed. After all, thanks to the people I've met this week a successful future can never be in doubt.

Normally I wish you all the best. Today, I'd like to say thank you to all my colleagues for giving me this most wonderful gift.

Faith.

The comments, as always, are open and I welcome your thoughts.

Jay

Wednesday, May 19, 2010 0 Comments
Category: Canada, Amway, Global, Experience, culture

*** Please note that this post was written about nine hours ago... I had wireless and connectivity issues -- and being a techno-monkey, it wasn't until now that I got them fixed.***

Maybe it's the Canadian in me (especially when you factor in that whole Commonwealth in me), but several experiences in one's life can be accurately summed up by Monty Python. So it was no surprise to find that I was reminded of the work of Cleese, Palin, et al. during recent sessions at Amway's Global PR Conference, currently taking place in Grand Rapids.

Perhaps you've seen the movie The Life of Brian. At one point, the crowd has filled the streets, eagerly awaiting the world of Brian, who then states (and I'm paraphrasing, as I don't have the movie with me) 'You are all different; you are all unique...'

The punch line, of course, comes from the fact that thousands of people then repeat, in unison, 'We are all different; we are all unique.'

Yet, too often, we find ourselves thinking and feeling the same thing: my challenges/experiences/opportunities are unique. The thing is, they're not. That realisation -- and what comes after that -- is what truly gives conferences like this their value. You have an opportunity to meet with others -- sometimes from different companies and jobs; in this case, it's the experiences that are shared across borders, oceans, and language barriers.

How do you get the message out? What's the right message? How do you deal with regional differences, technological advances and/or barriers, under and over-saturation of messaging, finding something that resonates within the target demographic -- these are all things that we're working on independently, but they're also experiences that we have and will continue to share.

Experience is vital. Yes, new ideas, innovation, and youthful passion are important -- but that same dynamic energy can go to waste if it's not focused on an action. That focus, that understanding, comes from experience. By learning from each other, we can hit the ground running. We can ask the questions of people who have gone where we're going, hopefully getting answers that will minimize any missteps we encounter along the way. And, of course, there's the food. After all, you need to nourish the brain AND the body -- and there are plenty of tasty meats in our cultural stew.

Looking around this room, there are people from a veritable cornucopia of countries, speaking dozens of different languages, and representing a myriad of differing cultural and political views. And I hope I'll be able to take a bit from each person here to help me be more effective for years to come.

Talent knows no borders -- and the only passport required is the ability to listen, learn, and appreciate others' experiences.

Your thoughts? Comments are open.

All the best, Jay

Monday, May 17, 2010 0 Comments
Category: Canada, Amway, Global, Experience, culture

I have the distinct pleasure of attending the Amway Global Public Relations conference in Grand Rapids, MI this week. And what's struck me the most is the diversity of the world -- and how it represents such a change from as little as one generation ago.

I couldn't be happier.

The ubiquitous 'they' always say how it's such a small world now. Even when you go to DisneyWorld, you're greeted with that mildly annoying, yet-impossible-to-drive-from-your-head, "It's a Small World" song. (I apologise for sticking that in your craw now... I will take full blame if you find yourself humming it at some point today. Sorry.)

Yet, the thing is, 'they' are absolutely right. It is a small world -- and it's getting smaller every day. 

The advent of mass-communications on a global (affordable) scale has made it easier than ever to broaden our horizons, experience new cultures, and learn from each other. With that added exposure comes the added benefits of greater tolerance, broader perspective, and understanding.

Best of all, it's only going to get better. 

I'm only 36 years old (only, sometimes that feels a little more ONLY than others, but what can you do?) but I've seen a fundamental shift in just those few years. The amount of information that's readily available at our fingertips is overwhelming. Distance is no longer a barrier to keeping in touch with those who are at all points of the globe. A phone call takes only seconds -- Facebook and Twitter allow for immediate transmission of our thoughts to people in living rooms or offices around the world (shameless plug -- make sure to follow Amway Canada's twitter page here). I can't even imagine what it's going to be like for my kids.

Just think of how far we've come. This type of instant communication was only a fantasy just 50 or 60 years ago. Our grandparents -- and to a lesser extent our parents -- had to rely on letter-writing and expensive phone calls (think of how cheap long-distance is nowadays). The result? We were much more prone to remaining restricted by our little communities. Our thoughts and beliefs were influenced by a much-smaller frame of reference. Forget differing opinions -- our lives were influenced by those who shared the same experiences, the same beliefs, and the same knowledge.

Now it's totally different. The Internet and our 24-hour news cycle have made mass-dissemination of knowledge instantaneous. The ability to seek out and learn about different opinions has never been easier. Nowadays, it's not a challenge to find enough information -- the challenge is sorting out the quality from the sketchy. Whether you're trying to learn more about the reasons behind the Orange Revolution or where you've seen that actress before from the movie you're watching. To borrow a tag line, chances are there's an app for that (shameless plug #2 -- don't forget to download the Amway Global iPod/iTouch app!)

Immigration has helped too. When I went to school, most of my classmates looked like, well, me. Of course, certain cities were more diverse, but not to the extent we see now. My daughter, in grade three, is surrounded by kids from Africa, Laos, Vietnam, and all points of Europe. And the great thing is that she's learning from all of them. 

It's a simple formula: knowledge plus exposure = understanding and tolerance. Is there anything better? Back when we lived in Montreal, my son (in grade three at the time) was in a class called World Religions. Instead of focusing only on Christianity (as we often do in Canada), the kids were exposed to Islam, Judaism, Buddhism, Atheism, and many others. The upshot of all this was that kids were allowed to be themselves, express themselves as per the dictates of their religion and culture -- and the kids were more accepting and understanding of the differences that make each of us special. A child coming to school with her head covered was not a potential target for mockery. Rather, the kids had a rudimentary understanding of the whys beyond the clothing. It wasn't a matter of curiosity -- they appreciated the significance of the differences.

Really, that's a wonderful thing. We aspire to helping people live better lives at this company and that starts with understanding, acceptance, and appreciation of the people around us. That understanding can only come -- and be expanded by -- exposure.

Face it, the world is amazing. There are a lifetime of experiences out there, but we have to be willing to expand our field of understanding. My life is better for having Muslim, Jewish, Atheist, and Christian friends. My life is richer for experiencing different foods (my life may be richer, but my stomach is also wider!!!), music, and cultures -- parts of which I've been able to make an everyday part of my life.

Today I've already had the pleasure of sitting with and chatting with people from India, the Czech Republic, Turkey, Japan, China, and the U.S. Sure, the education and knowledge I'll get from the conference will help in my day-to-day job, but three more days of talking, sharing, and learning from my colleagues from around the world will enrich my life forever.

The conference will make me a better employee; the interactions will make me a better person.

Your thoughts, as always, are welcome in the comments. 

All the best,

Jay

Tuesday, May 11, 2010 1 Comments
Category: Canada, Amway, home care, cleaning

Sitting in her impeccably clean office (her keyboard notably free of the coffee stains and assorted debris that seems to be attracted to mine like a magnet), Kate wanted to let me know that she’s appreciated the responses you’ve sent following my initial post, but she’d still like a few more! As always, you can send your cleaning tips to tellkate@amwayglobal.com.

But who is Kate? She’s the Doyenne of Dishes; the Maven of Messes; the Guru of Grime; and the Cognoscente of Clean! And she wants to hear from you! In fact, she’s requested a little North of the 49th time to take the message direct to you – and I’m more than happy to oblige.

Without further ado, Kate:

“Thanks to all who have sent in their tips about cleaning with Amway Global’s exclusive home care products. Let me say, there are many creative cleaners out there – and some of you have some… interesting… uses for the products.

I’ve got my ideas on how to use LEGACY OF CLEAN™, DISH DROPS™, PURSUE®, and SA8™ products but I’m really interested to hear what you do. What works for you, what doesn’t, and what would you like to see? Trust me, we listen! Want proof?

Your feedback is why we’re delighted to announce that the original formulation of SA8 PreWash aerosol spray will be making a return to the product line-up later this year [my dear friend Gregory spoke about this on Rocktucky Living]. The fact is, the classics never go out of style. That’s why L.O.C. is still a favourite in households around the world today, just as it was 50 years ago.

There’s a reason why products last for half a century. They work. We’ve boasted that L.O.C. is the world’s MOST multipurpose cleaner. But how many purposes can really get out of all-purpose bleach? We’ve come up with dozens, but I know IBOs and Amway customers will come up with things that our crack research staff hasn’t even considered!

Don’t be shy. Send in your cleaning stories, tips, and ideas to tellkate@amwayglobal.com. I’ll share the best with the world soon!

Keep it clean!

Kate”

So there you have it. And, trust me, Kate is not one cleaning lady you want to disappoint (ever wonder what happened to Hank & Gert? Shhh…) so make sure you send those ideas in!

Comments are also open!

All the best,

Jay