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April 21, 2009

Netflix delighted me

Dear Bob,

Movie Name was not available from your local shipping center. Fortunately, it was available from a shipping center in another part of the country. It's on its way and should arrive within 3 to 5 days.

You'll notice we also recently sent the next available DVD from your Queue to enjoy while Movie Name makes its way to you.

Your Queue now shows this extra DVD rental. Enjoy.

-The Netflix Team

Unnecessary, unexpected, and delightful. This is great customer service.

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April 19, 2009

McDonald's: Behind the Arches, by John F. Love

BehindTheArches It has been years since I read McDonald's: Behind the Arches, but I still find myself reflecting on and sharing the lessons I learned from it. McDonald's is so familiar to all of us that it is tempting to think we understand it and its place in our culture.

But behind the arches there is more than palate-numbing homogeneity: McDonald's is a fascinating business, and one that is full of surprises. I was fascinated with the real estate component of the McDonald's business plan; I had not realized how difficult it was to fry a consistent fry (oil temperature is changing constantly); I didn't know that McDonald's (poster child for unhealthy eating) instigated significant improvements to our food chain, enforcing its own regulations on slaughterhouses and farmers alike.

Today we bemoan the fact that you can travel 10,000 miles (or to the next freeway exit) and find the hamburger exactly like the one at home, served in an identical setting. What a curse, in a world where we might otherwise eat local, organic beef and vegetables served with a unique local touch . But what a blessing and innovation it was in a world where ground beef meant whatever was on the floor, where local vegetables might make you sick, and where sanitation wasn't on the task list.

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April 14, 2009

How to get hired

Now that you know how to not get hired, let’s move on to getting the job.

1. Want the job.

Employers want to be loved, too. Tell me why you want this job. If you don’t really want it (like the applicant who recently answered “honestly, there’s not a lot out there”) then don’t apply. It’ll save us both time.

I’ve heard people complain that they sent out 500 resumes and got nothing. I’m not surprised. Try sending out five, for jobs you’d like to have.

2. Show interest.

Okay, so maybe you don’t want this job, or any job. Maybe plucking chickens at my nugget factory isn’t exciting, but you really need a paycheck and there aren’t any better options. Find something positive – and specific – to say. Show that you are mature, responsible, and willing to play this important role in the quick-frozen-poultry-finger-food-industry, which does so much to serve the busy moms of America.

3. Be polite.

Be on time for the interview. Bring a copy of your resume. Bring a few questions about the company and the job. Don’t ask me for detailed driving directions to the interview. (Get them online, or call back and ask the receptionist. It’s not that I mind telling you, but when you handle the trivia yourself you show both respect for my time and that you are sensible and competent to handle details on your own.)

4. Dress up.

Does what you’re wearing matter? No. What matters is that you show you cared enough to make an effort. Dress at least one level above the norm for the workplace you’re applying at. You may know that everybody wears jeans and t-shirts at this office, and you can, too. Starting on your second day at work. Dress up for the interview (and the first day on the job).

5. Research.

I wish I could make this a minimum requirement, but only 1 in 50 applicants does it.

Research the company, the job, and even the person you are interviewing with. This should be part of picking the five jobs you are applying for; at the very least it should be part of your interview preparation.

The wealth of data on the Internet makes this insanely easy. I am amazed at the number of people who come in for an interview and haven’t even read the About Us page on our web site. (Be assured, if I’ve called you in for an interview, you’ve been Googled.)

Beyond showing good sense, this shows interest in the job and respect for the interviewer. It keeps you from asking me a question clearly answered on the front page of our web site.

For positions like marketing, where research skills are a key job competency, I often start the interview by asking the applicant to tell me what our company does. If they pass that test, I ask “Who am I?”

Because if they haven’t read the very-easy-to-find bio of the person whose signature they want to see on a paycheck every two weeks, how can I expect them to find journalists, bloggers, competitors, customers and partners?

April 13, 2009

How to not get hired

OfficeDesk1. "I'm looking for indoor work." I believe you are telling the truth. I do not believe this is the best answer to "Why are you interested in this job?"

2. "I have extinctive computer skills." This poor applicant provided much-needed comic relief during a tedious process; this applicant was not interviewed. Do I expect that every document you create will be error-free? No. Do I expect that your resume and cover letter -- the documents you rely on to find the job that will secure your livelihood -- will be? Yes.

3. "Are you still excepting applications?" Yes, except yours. Even correctly written, this question just creates more work for the hiring manager. "Can I ask you a question?" "You just did."

4. "So, what does the company do?" You found a job listing online. You sent us an email at jobs@logos.com. You were interviewed by phone, invited to a follow-up onsite, and you didn't take two minutes to look at our web site before showing up?

5. "You may be 'the boss' [air quotes with his fingers], but..." I don't remember what he said after the air quotes. He wanted a management position, but couldn't believe I (then much younger) was really the boss. I spared him from having to deal with the fact on a daily basis.

6. "I may not be the most ideal candidate..." If that's your opening line, how likely am I to disagree?

April 6, 2009

Platforms need to get the basics right

Everybody is building a platform these days. Software isn’t delivered on top of an operating system anymore, it’s delivered on top of a platform that does what the OS used to (and, to be fair, usually a lot more).

So instead of a Windows or Mac app, there are now Ajax, XUL, WinForms, WPF, Java, Adobe Air, Flash, and Silverlight apps. I won’t even get into the mobile OS’s.

This is all fine-and-dandy, and results in some cool innovation. But they are missing the basics: the smooth user interface polish that came from years of tweaks and fine adjustments.

I’m still annoyed that streaming video doesn’t have a fast playback mode, and today I’m frustrated by the lack of basic keyboard shortcuts. What happened to the Home key moving to the top, or Ctrl+Left moving back one word? Ctrl+A doesn’t select everything in many edit boxes. Double-click doesn’t always select the word.

Worse, you never know what’s going to work where. It’s hit and miss.

Apple, Microsoft and IBM have all built detailed user interface guidelines, and the standard shortcuts and UI conventions are well documented. These should be required reading for everyone implementing yet another edit control or drop-down list.

April 2, 2009

Truth

Truth is a quarry never cornered, but one that rewards its hunters.