Tag Archive: resilience

UGG Founder, the Amazon Effect in Healthcare & Why Demand is Key

February 8th, 2019

In listening to the UGG founder, Brian Smith talk through his trials and tribulations in developing the amazing UGG brand, a few themes emerged.

  1. Resilience in finding pivot points when obstacles emerged played a vital role in creating the UGG brand.  
  2. The benefit is what matters; not the product.
  3. Creating demand goes back to being a leader in the category when the market shifts.

What a great story!

Next, related to the demand theme, I spoke to the Professional Women in Healthcare (PWH) Orange County group about the Amazon Effect. As a former Executive of a healthcare manufacturer, it was fun to have an interactive discussion with these leaders. Interestingly, healthcare manufacturers and distributors are experiencing the same issues as aerospace, building products and food & beverage. How to keep up with demand (or preferably get ahead of it) while increasing profit and accelerating cash flow (not having a bunch of inventory tied up for no benefit) is the topic on everyone’s mind. Aligning demand and supply and related parties is the trick!

Demand emerges as a common theme. Therefore, I’d like to invite you to an executive lunch centered on the topic, “Increase Demand“. I am speaking on a panel of experts on driving demand in your business. Use early bird promo V25 for a 25% discount. Hope you’ll join us there.

What Should We Consider and/or What Impacts Could Arise?
Every client has a focus on demand. Typically, they are thinking about how to grow the business in a scalable, profitable way, which leads to a mountain of questions about forecasting and how to get in front of demand.

Interestingly, it ALL goes back to one place, the customer. Do you have a passion for your customers and creating a superior customer experience? If so, demand will grow. If not, it won’t. In watching countless organizations over the last 14 years in consulting, I’ve yet to see one that succeeded long-term without this essential ingredient. Have you?

If you have a passion for the customer as the CEO or General Manager, that is a great place to start. However, it is not enough. Your sales team is relevant but the most successful clients view the entire organization as the sales team with a passion for the customer. Ask a trusted colleague to visit your facility. They will be able to ‘feel’ whether there is a passion for the customer or not. Ask them.

If the most successful executives have a focus on demand, it is worth noting. Are you providing lip service to the customer or are you creating this view within your organization? There is also a tremendous amount of focus going into understanding demand with forecasting tools, analytics, artificial intelligence, and more. Do you have a clear path forward as it relates to demand? Of course, this topic also relates strongly to creating a resilient supply chain. Only the most successful companies predict and proactively engage customers to get ahead of demand.

To learn more about these strategies, check out our new series:



The Resilient Supply Chain: Are You Resilient?

December 31st, 2018

I was carpooling across town for an event tour (that had been postponed once) in rainy weather in rush hour in Southern California.  If this situation doesn’t call for resilience, I don’t know what does!  Of course, something is bound to go awry, starting with traffic jams galore.

We both had to be home at an early hour to get to key events that evening and we hadn’t had the best of days.  Not only did we miss key meetings to attend the postponed event, but the most important part of the day was cancelled due to delays, and several things weren’t coordinated too well.  Already a little frustrated, we headed home.

My carpool partner was already concerned about driving through large puddles with her small car because she didn’t want it to stall out.  Prior to the tour, we made several trips around the parking lot.  We decided to move to higher ground or we’d be up to our knees in water when we returned.  After the tour, while making our way to the exit, we had to drive through big puddles. On the last big puddle before exiting the lot, the car started making a loud noise.  Not good!

After we pushed through and pulled off to the side, it was apparent that the undercarriage cover came off.  Clearly the water didn’t make it fall off, but there must have been something in the water that caused it to separate.  We were at a male dominated facility with at least 4 guys at the exit. They came over but couldn’t define the problem.  My carpool partner was no expert at cars but saw that it was the undercarriage.  So we decided to back up so that we could see it and weren’t dragging it along.  She asked them for ideas or recommendations for a shop nearby. No one had any idea and just pointed out that the undercarriage was dragging below the car. My carpool partner was becoming frustrated.
After a few more minutes with no help from “the guys”, she decided we could tie the undercarriage up so that it would stay for the ride home – BUT, we needed rope.  Of course, no one had a clue. Luckily, she found rope in the backseat (which, I admit, would never be found in my backseat…until this experience). Next she tied it up herself as one or two of the bystanders watched.  We needed a scissors to tie it up. What do you think happened next? Of course – no one knew. I went over to the guard shack and borrowed a pair. She cut the rope and we drove back in the rain for about 2 hours in heavy traffic.

Since she is new to the area and didn’t want to leave the temporary rope option too long, it occurred to me that my mechanic is amazing at customer service and would probably help us out.  I texted him, told him the story and said we’d drop by in 20 minutes. When we showed up, he took us immediately, offered us coffee and conversation while they assessed the issue. He returned with a temporary solution and showed us why she would have to purchase a new undercarriage cover.  Less than 30 minutes later, we left with the car intact and safe to drive until the dealer could order a cover that he offered to put on for her. My mechanic didn’t charge us for this service and left us thanking him profusely. My carpool partner even left with a tip on how to buy a new truck for her husband who was moving out the next day.  Who doesn’t value relationships!?!

In this situation, we could have become seriously delayed (missing our evening events or taking Uber on a lengthy drive), stuck, angry and more.  Instead, my carpool partner took control of the situation, got us going and then we leveraged fabulous connections to ensure the temporary solution would “stick”.  Resilience and perseverance won out in the end!

What would you have done?