chrisbrogan.com - Latest Comments in The ROI of Stories- An Informal Case Study

Re: The ROI of Stories- An Informal Case Study

Niki — Wed, 21 Sep 2011 17:03:36 -0000

What is the moral dilemma to this story?

Re: The ROI of Stories- An Informal Case Study

Sun, 21 Jun 2009 18:43:30 -0000

You say your discussion with her touched briefly on cultural differences. In the Afghan culture, honesty and integrity are uncompromisable. Full stop.
Our culture is such that you had certainty your belongings would be stolen.

Which is the developing world, I sometimes wonder?

Re: The ROI of Stories- An Informal Case Study

C.H. Low — Mon, 15 Jun 2009 22:22:00 -0000

If you had been rude or arrogant, I am not too sure that even if she was honest that she would cared to make the EXTRA effort to return the suitcase directly to you.

Great story that there are only benefits to being nice no matter what's your status!

Re: The ROI of Stories- An Informal Case Study

Anthony — Wed, 27 May 2009 09:47:15 -0000

Great story. I just did a presentation on the importance of relationship building in any engagement. This a wonderful example. Thank you for sharing. I am passing it on to others.

Re: The ROI of Stories- An Informal Case Study

Christian DE NEEF — Thu, 21 May 2009 14:46:25 -0000

In November of last year, I was returning home from the 1st someso conference (Zurich). I had left my luggage at the hotel, and the conference had ended later than expected, so I was a bit in a hurry. I boarded a taxi on a street corner and had the driver wait for me at the hotel while I picked up my luggage and then we went on to the airport. Being late (and worried that the check-in would close) I had prepared ample money for the driver and upon arrival I paid him and got off the taxi. No time for a receipt. I was the last passenger to check in and had to run for the plane.

It's only by the time I got to the gate that I realized that I didn't have my phone... I had left it on the back bench of the taxi. I didn't have anything from the taxi driver, didn't even know the name of the company he was driving for. The only thing I could do was calling my own number, hoping someone would pick up the phone. My phone! But in doing so, I got diverted to voice mail over and over again... The phone was lost. Certainly the driver had taken out the sim card and was now enjoying my phone, or so I thought. It was not the 1st time something like this happened to me, I was just angry at myself that I should care better for my own stuff. I obtained a fresh sim card from my carrier and put it in a replacement phone. When I listened to my voice mail, there was a call from the Marriott hotel, telling me the taxi driver had brought in my phone... Unbelievable! But true.

Was it honesty? To a certain degree, maybe. But it was also rapport, human relationships. I had spent some time with the taxi driver, paid him reasonably well and without hassle. So it wasn't anyone's phone, it was someone's phone, my phone! It always pays to be authentic and personal, whoever we deal with.

@cdn

Re: The ROI of Stories- An Informal Case Study

businessethos — Thu, 21 May 2009 00:54:42 -0000

Great story!

Every connection we make is valuable. Excuse me...invaluable!!

Re: The ROI of Stories- An Informal Case Study

messagemasseuse — Wed, 20 May 2009 14:34:59 -0000

Wonderful anecdote about the value of connecting....anywhere.

Re: The ROI of Stories- An Informal Case Study

Abhishek Rai — Tue, 19 May 2009 22:36:27 -0000

Chris hi,
Most of us are brought up with the similar values , that is to be compassionate and loving and so on. However the litmus test is to exercise those values against the lure of money, greed, fame and other such crap.
Since we in India, are still not very close to technology therefore we get to be closer to real lives' stories unfolding in our by lanes, crowded streets, slums at times, deserted villages, urban ghettos, affluent neighborhood and the list is endless.
We are going to cover such stories and plan to differentiate ROI in their lives with the tools which we apply to Social Media , as these people form a population which is bigger than Facebook, Twitter, MySpace, FriendFeed and Google visitors all put together. Their life-stream is constantly live and they do not shift online and offline.
During the same pursuit I happened to read your post , and I instantly connected with it. Thanks a lot for showing your gratitude to the lady.
Cheers,
Abhishek

Re: The ROI of Stories- An Informal Case Study

Bill Gibeault — Tue, 19 May 2009 11:06:47 -0000

The large response to this post tells a story about the power of Storytelling. We all love a great story !

Re: The ROI of Stories- An Informal Case Study

Norberg — Tue, 19 May 2009 05:04:09 -0000

Wow. Great story! This reinforces the fact that personal relationships make for good business. I worked for years trying to build up my businesses the common way of barraging too many people with too little personal contact. Positive ROI is always stronger when you take the time to make things more personal.

Now it's all about taking (sometimes too much) time to make things work. But, because I take the extra time to, trust is formed and business is stronger, and lasts longer.

Thanks again for sharing this! Well written and too the point. Keep at it!

Re: The ROI of Stories- An Informal Case Study

mistressmia — Tue, 19 May 2009 04:47:39 -0000

There is no them and us - there is only "us". How we treat every person in that moment when our atoms mingle matters. Thank you for sharing this story.

I am a hobo with a vagabond disease. My whole life is in suitcases and I often hold my breath as the last one takes seemingly forever to come off the luggage carousel. I lost my phone recently and all I could think of was the video of my daughter being a ham ... I wouldn't want to loose it. Returning 24 hours later it was exactly where I had left it. Perhaps we need a patron saint of lost technology?

Re: The ROI of Stories- An Informal Case Study

SBShields — Mon, 18 May 2009 21:43:50 -0000

Awesome story!

Having lived in Boston for 3 years, I, too, have come to realize that a little human interaction goes a long way. It's often difficult to remember to be human in the midst of running around trying to meet deadlines.

Great Post!

Re: The ROI of Stories- An Informal Case Study

Meghan Beattie — Mon, 18 May 2009 18:49:03 -0000

Well I'm pretty sure we are the same person afterall Chris... My friends and family are constantly making fun of me for the interactions I have with people... Grocery store clerk? Security dude in my building? Deli delivery guy? Sandwich artist at Subway? Check, check and check. I have ALWAYS made conversation with these people because I love people, having new experiences and making new friends in the most unique way. I know my Albertson's girl last night was almost finished her shift... I know my waitress was hungover.... I know that the guy who just walks around filling up water glasses was named Marcos. I love getting a smile from a face that looks down. And although my goal and purpose and NOTHING to do with a reward, I have definitely seen perks in this tactic. The grocery clerk gave me extra coupons, the security dude gave me a keychain/weapon to protect myself in the parking lot, the deli delivery guy brings me a cookie every time he comes and the waitress gave our table a little extra attention while we laughed about our crazy night. I don't know why more people adapt and learn that taking a minute out of your day to introduce yourself could lead to great things and blossoming friendships.

Re: The ROI of Stories- An Informal Case Study

Jamie Favreau — Mon, 18 May 2009 16:18:12 -0000

I guess the truth is people do business with who they know, like and trust.

So if you are pleasant you are going to be memorable and this is why she probably felt able to help you. She knew you were engaging and listening to her. I guess this is why I am always nice to my season ticket holders. You never know who they know and how they can help you or how you can help them some day.

Re: The ROI of Stories- An Informal Case Study

SteveAverill — Mon, 18 May 2009 14:55:39 -0000

Bringing out what is best in people can create "ROI" is you are willing to engage with them. Genius post.

Re: The ROI of Stories- An Informal Case Study

Viv — Mon, 18 May 2009 13:43:23 -0000

Wonderful story and restoring faith in the human race. I lost my wallet on the bus (I live in London) a few months ago with everything from Driver's license, personal and business debit cards, bank details and some other precious items. The wallet had little cash (£3 or about $5) so I wasn't mourning the loss of that, but the fact I had to change all my details again! About a week or so later I got a notification from the lost and found bus dept saying I should call in. I did and they had my wallet! Everything was there minus the £3 but that was a small amount to lose! The human race! Great people still exist out there.

Re: The ROI of Stories- An Informal Case Study

EH — Mon, 18 May 2009 13:10:49 -0000

What a great story! I'm sure your conversation was what made the difference. Think of how many busy, inconsiderate, rude people she had driven. You must have been a breath of fresh air to her! We need to remember that no matter where we are or what we are doing, those we interact with are people and we should treat them with the same respect and interest that we want to be treated with ourselves.

Taking this into business, if we treat our clients/customers with respect and interest no matter what, it is bound to have a positive affect on the way they do business with us. Whether it be in positive reviews, increased business, or referrals.

Re: The ROI of Stories- An Informal Case Study

jeff shuey — Mon, 18 May 2009 12:45:47 -0000

What a wonderful story. She did the right thing, you did the right thing ... life goes on and everyone has a smile (with a nice positive story to tell). That's how life should be. People helping people and Doing the Right Thing. People make the Difference.

I think your gregarious nature made the initial connection with the cab driver. To you she was more than just a cab driver - she was a person. People make the Difference. Thank you for sharing.

Re: The ROI of Stories- An Informal Case Study

Mary Cullen — Mon, 18 May 2009 11:11:20 -0000

I left my laptop in a cab in Victoria, British Columbia a few years ago. The cab driver had picked me and my family up at the ferry and brought us to the house where we were staying. I was heartsick when I realized this, because I was going to be on vacation there for two weeks, with no way to stay in touch with my business, plus I'd lost a critical document. I had no way to reach the cab driver.

Late that evening, the cab driver pulled up to the house. He had noticed my laptop in the back seat when he returned home after a long day at work. He lived well outside Victoria and drove far out of his way after work to hopefully find me at the house, to return it.

I'll never forget what he said: "You're a kind lady with a nice family. That's why I am here. Enjoy your stay." Most people are inherently good, especially when we connect truthfully and respectfully with each other.

Thanks for sharing your story, and reminding me of that cab driver who validated honesty and kindness.

Re: The ROI of Stories- An Informal Case Study

Doug McSorley — Mon, 18 May 2009 11:04:24 -0000

Chris - great story and also great to hear that your stuff was returned without an issue. There is some good still in the world :) I totally agree with you in the sense that was great ROI within this story. Great job! Doug (@dougmcsorley)

Re: The ROI of Stories- An Informal Case Study

cindy espinoza — Mon, 18 May 2009 10:55:55 -0000

This is classic! After working customer service for 8 years, I could never understand how many people dont know the simple lesson: when you are nice, polite, and friendly-that person will WANT to help you. its so easy. if you are demanding and cold, they just want you gone!
conversation is key! do unto others? it always comes back to you!

Re: The ROI of Stories- An Informal Case Study

Paul Merrill — Mon, 18 May 2009 10:38:52 -0000

Great story! One aspect of the equation not covered is how connecting with people just makes you feel better about yourself too.

Re: The ROI of Stories- An Informal Case Study

carrie — Mon, 18 May 2009 10:35:38 -0000

Great story, and so glad you got your bag back. Do you think if you hadn't had such a great conversation with the driver, she wouldn't have doubled back? Also, I find it interesting that so many of the people who commented on this story think it happened in New York! That shows you another valuable lesson -- the power of stereotypes, the story "around" and story, and the legacy of New York City cab drivers.

PS I moved to CA from NYC 2 years ago so I don't take cabs much now, but when I did, I tended to not want to talk, only because I usually wanted to zone out and look out the window, etc. Maybe I will be more interactive in future, whether or not I have luggage in the back.

Re: The ROI of Stories- An Informal Case Study

LisaKennally — Mon, 18 May 2009 09:51:55 -0000

What an amazing story. Your are so right about making connections. All it takes is just a teeny bit of effort and the payback is enormous!

Re: The ROI of Stories- An Informal Case Study

Elevenser — Mon, 18 May 2009 09:41:29 -0000

It's a great story, Chris, and I'm glad it turned out so well. Like you, my impulse would have been to reward her. I wonder, though, why we feel as though we should pay people for their honesty. Sometimes it's the best and most personal gift given, so would we do it more honor by graciously accepting it? I'd really like to know your thoughts on this.