David and Goliath: Acts of Business, Brand and Power of One
By Jeanavive Janssen aka the NetworkGirl
I had a recent experience associated with a Goliath Brand. One of those brands that have become a part of daily business and one that seems to be everywhere…one that is just accepted at the almighty service provider, one that I never thought of there being another…
For years I have used the service without a thought or care in the world, till one day it was taken away, no access, locked-out and my company had been so dependent on it that our time was frozen with no productivity. Seemed like it should be any easy fix, as easy as it is to use…come to find that is not the case.
- Long call wait time, used the let us call you back message feature. 1-hr. down and no call back.
- Tried waiting on the phone line, over 30 mins. each time, with the phone system finally disconnecting just when it sounded like someone was about to pick-up, terrible on hold music, bugging staff as it was placed on speaker, while at the same time calling the 1-800# on cell. trying to get a real person.
- One remote receptionist was doing all she could to escalate and made a case.; but nothing. She tried getting service through another department but was bounced back to same number
- Tried our service rep. via phone message and linked-in message.
- Escalated to broad usage social media, with 150k in town for a Goliath Conference, someone on the staff must be watching – hit Twitter, Facebook, and Linked-in with the cry for help (entering 3-hrs of down-time).
- Response Rate after attempt to find someone manning the Fort:
- Linked-in Company Page (messaging was all about what was going on in Goliath Conference): 1-hr
- Twitter: 1-hr 27 mins.
- Facebook: 10-hrs later
- Call-Back (never got one)
In Less-than one-hour a competitor, and smaller company saw the cry and reached out to me direct. Without using an aggregate, it was literally their awareness and paying attention to the Goliath – they didn’t hesitate, they saw an opportunity to help.
It burst the “Goliath Bubble” for me, that there is more than one and reminded me the power that one can have against the Goliath, never feel trapped if you are not getting the service you deserve just because a Goliath is focused on other goals which leave the Fort unmanned – don’t be a hostage, there are other businesses out there that want to work with you right now; not when it is convenient.
Other Ideas about ‘David and Goliath’:
“Why Entrepreneurs Should Read Malcolm Gladwell’s ‘David and Goliath”
There are a lot of lessons one can take from the book. First, underdogs may actually be the kinds of companies we should join, invest in or seek to become if we’re running them. Or at least act like an underdog. Second, change the rules and the game. Third, use speed and maneuverability to surprise your competitors and keep experimenting. Push the limits. This is exactly what defines successful business today.