Prospects vs Customers in Hell

Want to hear a great story? This one is from Less is More: How Great Companies Use Productivity by Jason Jennings.

On the ride to heaven a consumer is informed he’ll have the opportunity of sampling both heaven and hell before deciding where he wants to reside for time immemorial. A bit nervous but wanting to get it over with, he decides to sample hell first. After a long elevator ride down, he is greeted by a friendly guy in a tuxedo. Before him is a vast hall filled with great music, a nonstop party, wonderful food and booze, and all his friends who have gone before him. Reminded after a while that it’s time to sample heaven, he gets back on the elevator and up he goes.

Upon arrival in heaven there are lots of little angel wings and soft harp music but no party. Frankly, it suffers in contrast. After floating on a puffy white cloud for a while he’s approached by Saint Peter, who asks if he’s made a decision. “Yeah, I have. No offense to you, Pete, but this place is pretty boring. I think I’ll pick hell.”

With a click of his saintly fingers our consumer finds himself back in hell but this time a nasty-looking Lucifer with horns, tail and pitchfork greets him and he’s surrounded by ranting and wailing people boiling in cauldrons.

“Hey, what’s up?” he asks. “This isn’t the hell I remember!”

“That’s right, it’s not,” grins the devil. “The last time you were here you were a prospect. Now you’re a customer!”

He didn’t write the story himself, but doesn’t remember the original source. If you know where it came from, let me know. Great story though!

Don’t treat your customers like crap just because they’re no longer prospects. Be consistent in your customer service. Treat them great, no matter where they are in your pipeline.

Online Searching in the Interview Process

You’ve gotta read this if you are interviewing or hiring somebody.

According to Heather Havenstein at ComputerWorld, “One in five employers uses social networks in hiring process“. And “CareerBuilder.com says one third of hiring managers rejected candidates based on what they found,” states the subtitle.

The top areas of concern found on social networking sites include:

  • Information about alcohol or drug use (41% of managers said this was a top concern)
  • Inappropriate photos or information posted on a candidate’s page (40%)
  • Poor communication skills (29%)
  • Bad-mouthing of former employers or fellow employees (28%)
  • Inaccurate qualifications (27%)
  • Unprofessional screen names (22%)
  • Notes showing links to criminal behavior (21%)
  • Confidential information about past employers (19%)

The study did find that 24% of hiring managers found content on social networks that helped convince them to hire a candidate. Hiring managers said that profiles showing a professional image and solid references can boost a candidate’s chances for a job.

Interesting statistics.

When I was a hiring manager, I always looked up my candidates online. First, I’d use Google (GOOG). Then LinkedIn. Then Facebook.

The people in my industry, the Internet industry, are typically web-savvy and tend to have some kind of web presence. So it’s easy to find out more about them.

But even if you’re not in the Internet industry, I think every employer should consider doing this. You are already doing a background check. This is just another form of a background check – a check on a candidate’s personality, culture, interests, and values.

You may be thinking, “Isn’t this an invasion of privacy? How are the stupid things I’ve done in college relevant to me now that I’m thirty? Why should my outrageous partying be a factor of my qualifications?”

Sure, those are fair questions. Here are my answers.

Isn’t this an invasion of privacy?

I admit that there’s a creepy big-brother-ish quality to this. But if your information is online, then it’s already public. It’s not private. So if you want it private, work to remove it.

Unfortunately, it’s not always possible or easy to remove harmful information from the Web, especially with the Internet Archive’s Wayback Machine and Google’s cache.

But fortunately, if you’re tech-savvy enough, there are things you can do. You can prevent the Wayback from archiving your site and get Google to delete pages from their cache. Ah ha!

The other thing you can do is to police your online personal brand closely. Monitor it and shape it. It takes some effort, but it can be worth it – especially if you’re in the Internet space.

Otherwise, you should consider searching for yourself to see what comes up. If you like the results, then you’ll be fine – because that’s what your interviewer will see. If you don’t like the results, however, then you’ll have to do some damage control. See if you can remove or revise what’s online. Buy your friend a drink so he’ll take down that photo of you with the keg and “Party Nekkid” t-shirt, for instance.

How are the stupid things I’ve done in college relevant now?

They are and they aren’t. They are, simply because some interviewers will see it and make a judgment call. Some believe that that past behavior is an indicator or predictor of future behavior. So if you’re prone to streaking across your college campus, your interviewers might assume they’ll see your ass running down the hallway (no pun intended).

They aren’t because, really, who didn’t go a little crazy in college? This is more of a message to hiring managers than candidates, but don’t forget that college was a different time and a different environment.

Personally, I like to see a candidate with some kind of fun side. I don’t mind someone who parties hard, as long as he or she works hard too. In fact, hiring someone who knows how to let loose and have fun can be a desirable thing. It adds to the culture of the company, shakes things up, and makes the office more fun.

Also: if an interviewer dings you for being a fun person, then maybe you don’t want to work for that company.

Why should my outrageous partying be a factor of my qualifications?

If you were an outrageous party maniac in the past, that’s one thing. If you’re still an outrageous party maniac, then that’s a reason for an interviewer to hesitate. As a hiring manager, I’d have to wonder if you’re going to show up to work late and hung over. Or call in sick often. Or be sloppy about your work.

Seeing this kind of behavior wouldn’t necessarily weed a candidate out for me. I’d still want to meet the candidate and see how they present themselves in the interview. If I’m still unsure, I’d test them somehow to try to gauge how well they can do their job (probationary period, in-house exercise, take-home exercise, contract-to-hire, etc).

It’s not that being an outrageous party maniac means you’re a bad employee. It means there’s a potential red flag about your work ethic. That red flag could be totally unfounded – you could be one of those people who truly works hard and parties hard. But it will still raise a red flag. You may think that’s unfair, but that’s how many hiring managers think.

What really does matter

You know what would really hurt you? If I found examples of one of these, then I’d ding you and drop your resume in the trash:

  • Inaccurate qualifications – This is huge. Don’t lie. If I catch you in a lie, then I’ll know I can’t trust you.
  • Unprofessional behavior – If you publicly bad-mouth your former employer, fellow employees, or display confidential information, then I’m going to assume you’ll do it to me too.
  • Poor communication skills – Good communication skills is very important to just about any job out there. If you can’t articulate yourself well, please consider a communication class.
  • Information about alcohol or drug use – Alcohol is fine, alcohol abuse isn’t. Drug use isn’t at all.
  • Notes showing links to criminal behavior – Well, duh.

I should add that I’ve made lots of exceptions before. If the candidate demonstrates tremendous ability and can assure me that he/she is dependable, then I’ll make significant allowances to their background. After all, we’ve all made mistakes in the past. If we’ve learned from those mistakes, we shouldn’t be shackled by them.

Ballmer on the Smartphone Market

This made me chuckle. Last week, Microsoft (MSFT) CEO Steve Ballmer made an interesting comment about the smartphone market. According to Matt Asay of CNET News:

Asked about smartphones, Ballmer said Nokia, Research In Motion, and Apple will all lose out as the market expands over the next five years, because they design their own proprietary hardware and tie it closely to their software.

Nokia leads the smartphone market today with about a 30 percent share, he said. “If you want to reach more than that, you have to separate the hardware and software in the platform,” he said.

I wasn’t the only one who had a chuckle though. The fine folks at Ars Technica, The Unofficial Apple Weblog, and The iPhone Blog also couldn’t help smirking. TUAW had the best title though: “Ballmer channels 1985…” Ha!

I wonder how Ballmer feels about Google (GOOG) Android then. Hey, that’s a separate hardware and software solution! Just like you said, Ballmer!

iPhone’s Stanza Validates E-books and the Kindle

I love it when I hear news like this. Andy Greenberg and James Erik Abels over at Forbes just reported that the “IPhone Steals Lead Over Kindle“.

They’re talking about the Stanza iPhone app. It’s been available free on Apple’s (AAPL) iPhone App Store since July 2008 and has been downloaded more than 395,000 times at an average installation rate of 5,000 copies a day, according its developer, Lexcycle.

So how is it beating out Amazon’s (AMZN) Kindle?

By comparison, Citigroup estimates Amazon will sell around 380,000 Kindles in 2008… In other words, Apple may have inadvertently sold more e-readers than any other company in the nascent digital book market.

That’s fine though. I’m still exceited. To me, this is yet another data point on the validation of the e-book market.

I know, it’s a stretch to claim that Stanza has validated e-books to the mass market. But it does show to me that there is a growing early adopter audience who’s learning a new behavior – reading books on electronic devices. As this audience grows, they’ll provide a good reference base for the early majority.

Validating a New Market

Every time a disruptive technology enters the market, people either:

  1. Learn how to use it because it solves a problem satisfactorily and is worth the learning curve
  2. Or ignore it because it doesn’t solve squat and/or the barrier for adoption is just too high

In many cases, one company inadvertently helps another by teaching the market the benefits of its solution, thus paving the way for stronger competitors. Take VisiCalc, Lotus 1-2-3, and Microsoft (MSFT) Excel, for instance. Before there was any spreadsheet software, there were pencils and paper. Not all finance professionals saw the need for doing their work on a computer.

But then they saw VisiCalc in action and were hooked. VisiCalc, in effect, had validated the spreadsheet software market.

Soon thereafter, Lotus 1-2-3 stepped in and one-upped VisiCalc. It had more desirable features, such as automatic graph creation and macros. Then Microsoft Excel entered the market and changed everything. Some argue that Excel wasn’t a better product, but Microsoft was a stronger company. Using the distribution power of its operating system, it swallowed up the spreadsheet market.

Being a Strong Competitor

Just because you validate a market doesn’t mean you’re doomed to failure. It’s a case of the first-mover advantage. In some markets, strong companies can validate the market and own it through exploiting a network effect (where the value of your offering increases exponentially with the size of your customer base). Amazon and eBay (EBAY) are popular examples of this.

What’s more important is being a strong competitor. In the spreadsheet software market, Microsoft was that strong competitor. They were able to exploit a second-mover advantage:

A second-mover firm… does not face the marketing task of having to educate the public about the new project because the first mover has already done so. As a result, the second-mover can use its resources to focus on making a superior product or out-marketing the first mover.

In Stanza’s case, I doubt they’re doing any marketing to educate the market. This hasn’t stopped them from creeping onto Amazon’s turf, however. Although they only offer public domain books right now, they’ve been working on some deals with major publishers. I smell a battle.

This is where being a strong competitor will win out. Amazon has the muscle of vast resources, brand name, and most importantly, publisher partnerships.

Is There an E-book Market?

Which brings me back to why I’m so excited about this news. I believe Amazon’s got the right approach, though there’s been some debate about whether or not this market exists. Do readers really want e-books? Or are they already satisfied with regular books?

In my opinion, yes, there is a market. Yes, some do want e-books (I sure do!). And Stanza helps to validate that. While I know it’s not representative of the mass market, its quick adoption shows that it’s not e-books themselves that are holding consumers back, it’s the lack of easy-to-use e-book devices.

Fortunately, I believe Amazon has the strength to pull this off. I have high hopes for them in creating a usable and enjoyable (and hopefully, delightful) e-book reader. They just have to keep on listening to their customers and improving their device. They’ve got the Amazon Store in place, e-books in the inventory, and some early adopters already using it. Now it’s a matter of putting out a cheaper and better device.

Myth: All The Good Domain Names Are Taken

Now for some Friday fun. Can’t find a good domain name? Think all the good domain names are taken? Well, you’re wrong, according to the NYC- and LA-based sketch comedy group Quiet Library.

My personal favorite:

Goooooooooogggllllllllllllllllllllllllllllllllllllllllek.info

(Think I might have missed some L’s in there…)

Via: Self Made Minds

Why Don’t Expensive Hotels Have Free Wifi?

Hilton Hotel in Budapest Seriously, why don’t expensive hotels have free wifi? I’ve been to a Hilton, a Sheraton, and a Ritz Carlton. All didn’t have free wifi.

On the flip side, a Raddisson, a Days Inn, and a Best Western did.

What gives?

Marriott (MAR) didn’t always have free wifi. But at least they’re offering it now.

For the money I’m paying for a Hilton or Sheraton, I expect excellent service, clean rooms, and at least feature parity with lesser hotels. Currently, I do get excellent service and clean rooms – much cleaner than a Best Western. Plus more amenities too. But no free wifi? That’s just lame.

Almost Half of Google is Beta

Oops, looks like someone forgot to finish Google (GOOG). According to Pingdom, website monitoring service, almost half of Google’s products are still in beta.

Out of the 49 Google products we could find, 22 are in beta. That’s 45%!

This list includes well-known products such as Gmail, Google Docs, and Google Finance. Pingdom didn’t include Google Labs products because they’re considered a “playground” for future products – though if they did, the percentage would be 57%.

What’s especially notable is that Gmail and Google Docs are products with premium editions – for $50 USD/year, you get more storage space, better security, integration capabilities, and deeper technical support.

The question on everyone’s (well, everyone who’s read Pingdom’s article, at least) mind is: why? Why are so many of Google’s products still in beta?

Why Are 45% of Google’s Products in Beta?

My take is that this is the result of a lack of oversight, coordination, and product release process within the product management organization at Google.

Google is full of smart people. It’s not like they want nearly half their company to remain in beta. However, Google is a company mostly run by engineers, not product people. Engineers typically want to build cool, innovative, and new products, as opposed to working with existing code. Ask an engineer to build you a new feature and the engineer is likely to rebuild your entire architecture in the process. Building something new is way more fun than working on something old.

So perhaps most of the top engineers who built Gmail and Google Docs have moved on to new projects, leaving junior engineers to continue their work. And the product managers don’t have a lot of resources or authority to take these products out of beta.

Other Opinions

Some have guessed that Google is trying to limit their liability by using the “beta” label. I seriously doubt that. Though I’m no lawyer, I would guess that since they accrue revenue from these products, the beta label doesn’t given them any extra protection. I’m not sure that a beta label would give anyone any serious protection anyways.

Others have surmised that Google is just making a statement that they’re constantly building & improving their products. That, of course, begs the question: why are some products in beta and others not? Are only some still being improved while others are not? And you don’t need a beta label to do that.

Google is Struggling Through Puberty

I see this beta label as an example of how Google is a young company that grew up very fast. They went from childhood to adolescence before they was totally ready for it. To be fair, many of the best companies do that. Now Google is struggling with puberty, that awkward age where they’re trying to stay true to their childhood ideals while becoming more responsible. Their voice is squeaky and there’s hair in funny places. But they’re trying.

What Beta Officially Means

Within the software world, a beta release is:

The first version released outside the organization or community that develops the software, for the purpose of evaluation or real-world black/grey-box testing. … Beta version software is likely to be useful for internal demonstrations and previews to select customers, but unstable and not yet ready for release.

Since Google is using this term, I have to imagine that they know what it means. But they clearly aren’t using it properly, since a product that is “unstable and not yet ready for release” is definitely not something for which you would want to charge your customers. Yet they are.

The argument that beta is Google’s way of telling the world they still have huge product plans is unfounded. Web software, by its very nature, allows for uninterrupted and relatively seamless updates. They don’t need a beta label to state the obvious, especially if they don’t use the label consistently.

Lack of a Product Release Process

That’s why I fault Google’s product management organization for this. They know this. At least, I hope they do. They just may not have the power and muscle to do this. And chances are, someone is emailing Pingdom’s entry around the Googleplex like crazy with the note, “Hey guys, did you see this? We gotta get on this!”

I hope someone listens and fixes this. Perhaps by doing an internal audit of all their products for official release viability. Or at least by implementing a proper product release process. This process doesn’t even have to be a convoluted and bureaucratic process; just a simple checklist will do. Otherwise, they’re diluting the beta label.

Though, honestly, I don’t think this is going to have a dramatic impact on how people use its products. Only software programmers and web geeks know what beta means, so they (we) are the only ones who are really bothered by it.

It certainly does irk me though.

One Web Day: Earth Day for the Internet

Happy One Web Day! Yup, that’s today, September 22nd. It’s a day to celebrate and internet and to focus our attention on a key internet value. This year, it’s online participation in democracy.

Started by University of Michigan Law Internet Law and Communications Law professor Susan Crawford in 2006, this year’s event features a number of prominent speakers in New York, including Stanford professor and author Larry Lessig, Craigslist founder Craig Newmark, Electronic Frontier Foundation co-founder John Perry Barlow, and Pandora founder Tim Westergren. Quite a list of luminaries!

One of One Web Day’s collaborative features is their Stories submissions. It’s a way for you to share how the Internet has changed your life. So in the spirit of One Web Day (or is it OneWebDay, all one word?), here’s how the Internet has changed my life.

How the Internet Changed My Life

I was a lucky kid. My Dad introduced me to email and newsgroups at an early age. He even encouraged me to program in BASIC on a Tandy CoCo, a TRS-80 Color Computer. So I was online, learning about Usenet, netiquette, and emoticons before most people.

One day, while in college, my sophomore roommate pulled me over to his computer and said, “Check this out.” I stood there for a moment, waiting, while a bunch of text appeared on a gray background.

“Um, okay. So what?”

“Isn’t this cool? This information is coming from another computer across the world!” Apparently, I was looking at the Mosaic web browser render an early web page.

This was way back before the Web was commercialized and open to the general public. Before ecommerce and blogs and social networks. Heck, it was before CSS, back when HTML tables and images were still an innovative feature. I didn’t quite realize the immensity of the moment just then, but I filed it away for later use.

A year later, I built my first web site. It took me a while to figure it out, since I didn’t have a computer and had to use my university’s computer lab. Fortunately, I was taking a graphic design class, so I had access to their fancy multimedia lab. I remember being the only person using Mosaic, and later Netscape Navigator in that lab. I often had to download Navigator too, since most of the computers there didn’t have it.

I still remember the day I heard the news – that the Web was going to be opened to commercial use. The academic community seemed torn. Some supported it, saying this was going to open a whole new world of innovations and opportunities. Some were against it, saying this would bastardize the honorable intentions behind the Web and cheapen it. I felt apprehensive but excited.

I also remember telling myself, as I sat there at a computer staring at my web site, “This is going to be huge. I’m going to make a career out of this.” (I meant the commercialization of the Web, not my web site.)

To start building my professional experience, I found and bluffed my way into an Internet internship. I told them I knew HTML during the interview, then rushed home to look up all the free HTML resources I could. To be fair, I already knew basic HTML, but hadn’t yet tackled HTML tables, which the interviewer wanted.

On my first day of work, I partnered up with their main (and only) technical guy, who also claimed to know HTML. We sat there, trying to wrap our heads around <table>, <tr>, and <td> tags. When our effort finally paid off, we high-fived each other and went on to build more pages.

We completed the site in a few weeks. When I FTP’ed those files onto their web server and saw our pages live on the Web, I felt a rush. Our code was live for the world to see! Awesome.

After college, I followed through with my dream. I made a career on the Internet. And that’s how the Internet changed my life.

How did the Internet change your life?