Excite, not satisfy.

“You can’t just ask customers what they want and then give that to them. By the time you get it built, they’ll want something new”.

The death of Steve Jobs, and the impact he had on society and business has filled vast areas of the media in the last week.  I’m not going to talk about that – others are more capable – but will look at an aspect of his approach and philosophy that can apply to every organisation, not just Apple.

Jobs’ quote above demonstrates his belief in always looking ahead.  His attitude that responding without imaginative thought will ultimately disappoint people.  It’s a view that leads all of us to consider how we can not only give additional value but to look at how we can do things differently.  Are we able to take the expectations of a customer (client/user/student/parent etc.) and exceed them by creating something that wasn’t expected?

Successful organisations look beyond the stated needs of their users and attempt to deliver in a way that exceeds them. It may be added features or services, or delivery in a different way, or somehow meeting a variety of wants in a single offering. That’s the IPhone for instance.  Your situation may not lead to something as revolutionary but within every setting there’s the opportunity to overhaul, renew, to “imagineer”.

 Systems and structures are often overhauled. Schools may think that there’s been too much of that in recent years but specialist schools, free schools, and academies are attempts to think about offering education in different ways, ones that may not be articulated overtly by parents.  How many schools 30 years ago thought it was normal to provide pre- and after school care, or breakfast clubs? Schools have had to reinvent themselves whilst still maintaining their core purpose.  They have had to respond to changing social circumstances and employment patterns.  Maybe those who were at the vanguard were those that had some of the Steve Jobs attitude. Perhaps those that are now offering lessons in the evening or in the holidays to people who want to get more qualifications or learning are the same.  They are the ones who say “You want to succeed? Let’s help you in a different way”. Don’t think of us as a school like they used to be. We’re an IPhone not a mobile phone.

What are the needs of your users?  Will you meet them in the way that’s always been done?  Or will you take a completely different look at the what and how? What will they need in two years’ time, not what do they want now?

Steve Jobs was apparently a difficult person at times to work with and for. So no saint. But the demands he placed on himself and others produced more than satisfied customers. Many were delighted. Delight your users.

 

Posted on: 11th October 2011 in

We want an inspiring Head who can lead with vision and raise standards, say schools

The identikit of a desirable headteacher is one who is an inspirational and visionary leader, and with the ability to improve a school’s standards.

That’s the finding of a study into what are the characteristics and attributes schools looked for in a new headteacher, and what the priorities for the job are.

Nearly two-thirds (63%) of ads identified Leadership Skills, slightly more than Inspirational ones (60%). Just over half (51%) wanted heads to focus on school improvement, and 46% said they were looking for someone with Vision.

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