Better Profits

The Date the Brand Stood Still

Posted on Oct 13, 2006 in Better Profits, Top-of-the-House by Jeffrey Summers 0 Comments

Whenever possible, I check out my speaking venue the night before. Earlier this week it was possible. The audio and video crew was in the hall. Perfect!

Spotting the obvious crew chief I chatted him up. Working hard?

What do you think? was the reply.

I dont want to interrupt your work, but I am speaking here in the morning – will you have a wireless mic for me?

No was his immediate answer.

Are you sure?

Im sure. It isnt in the work order.

Could you add one? I dont like being locked behind a podium.

No, this system doesnt allow for a wireless mic and its not in the work order.

And so it goes on the road. Sometimes you meet a zombie late at night in a convention hall.

I used to think people hire zombies not anymore. People hire robots and customers experience them as zombies. And, if the new hire doesnt come to them as a robot, they soon reprogram them as such.

Kathy Sierra suggests employers believe robots make the best employees. But, when a robot employee inevitably meets a customer, they go zombie and the brand has the life sucked out of it.

So, how do companies turn living human beings full of boldness, smarts, and creativity into cautious, methodical, and compliant robots? Maybe something like Asimovs Three Laws of Robotics are used?

Is there a Three Laws of Employee Robotics?

1. A robot-employee may not harm a bosss illusion of control, or, through initiative and boldness, allow a customer to see they are capable of independent action.
2. A robot-employee must obey the orders given by the boss except where such orders would challenge the illusion of control held by any superior of the boss.
3. A robot-employee must protect its job security, as long as such protection does not conflict with the First or Second Law.

Is this how it works? What do you think?

Source: http://www.ownyourbrand.com/2006/10/13/the-date-the-brand-stood-still/