Comments

You couldn't be more right.

One of the key phrases I taught salespeople in my courses was "yes, XYZ Corp are a great business and have some excellent products. The majority of the companies in our space are very good at what they do. However, let me tell you about what makes us different...".

It was always a better way to lead into your key differentiators than "they suck - we rock", which invariably had the opposite effect and just made you lokk bad in front of the client.

Posted by Stewart Rogers at December 11, 2006 10:20 AM

" ... good competitor and I'm sure they'll sort things out."

Times though when one must disclose public record illegal competitor activity before another falls prey to such. Once let a compatriot know that a $100K deposit to said competitor may never be seen again and/or caught in bankruptcy litigation purgatory.

Posted by sean_success at December 11, 2006 10:21 AM

And, one never knows when one will end up working with or for the competition. What goes around, comes around.

Further, if the customer has previously bought from the other guy, dissing the competition will also make the customer feel stupid, which is not a good selling strategy (duh).

Posted by Mary Schmidt at December 11, 2006 10:55 AM

Interesting to think about this using a sporting analogy.

I CAN imagine my sporting hero Sir Alex Ferguson, Manager of Manchester United saying today – ‘We are now 8 points ahead of Chelsea and we sit on top of the Premiership league table. Chelsea are indeed a fabulous side ... it's just that they are second and we are first.’

Sounds like a good old Brit compromise – not ‘badmouthing’ but maybe a wee tinge of sarcasm.

I hope my American friends forgive me for that private ‘basking’ in the glory of my beloved Manchester United Football Club topping our Premiership ahead of multi-billion pounds outfit Chelsea

My UK colleagues will understand. :-)

Posted by Trevor Gay at December 11, 2006 11:28 AM

I really appreciate this perspective. Our politicians would do well to take this to heart, especially as the presidential campaigning is in view.

Posted by Tim Barnes at December 11, 2006 12:42 PM

1. This has become such a love fest of benevolent drones - I can NOT believe it
2. What if a "competitor" was radically illegal in all they did - let them skate and slide with NO comment in the best sporting sense of it all?
3. For example - what if a "Trevor Peters" sprang up masquerading as the illegitimate son of Dr. Peters?
4. And this "new TP" was brilliantly insane - with visions of dogs talking to him and mocking his radical being at every turn - ignore that - praise the NEWNESS of it and "competion" of it all?

Posted by sean_love_fest at December 11, 2006 1:35 PM

Hey Sean that IS below the belt - it would have made Tom a 10 year old father! :-)

Posted by Trevor Gay at December 11, 2006 6:24 PM

Aha! A brand new business buzzword:

"Competitive Karma"

...or are there better words that go with "karma" that better describe what Tom Peters is talking about?

Posted by JETT at December 11, 2006 10:47 PM

Kudos, Tom! It is always easy to take "potshots" at others when they are down and out...or when we feel we may gain an advantage at their expense. By maintaining a focus on the customer--who is, by the way the reason we are both in business...we are more easily able to put petty disputes and competitive carping aside. Ultimately, as my competition is stronger--I become stronger as well (or I go away--either way, my customer is served).

Thanks for the timely reminder.

Posted by Steve Dragoo at December 11, 2006 11:17 PM

"Do unto others..." It is said but not practically happening; otherwise, there would not be any war, bloodshed, and hatred going on in this world.

On a contrary, read this quote, “As soon as the fear approaches near, attack and destroy it.” A war wisdom from Chanakya, strategist, guru, and writer (350 BC - 275 BC). What do you think about this statement?

Posted by VK Narayanan at December 12, 2006 9:33 AM

VK -
Fear is something to be attacked and destroyed. It does nothing except sap the energy and life from people, organizations and groups.

Your competition is not something to be feared. A rising tide lifts all boats. Some sailors are bailing water while the tide is up, others are taking on passengers.

In the end, we may end up alligned with our competitors (working for, buyout, merger). Let us find our common ground, identify our differences (key!) and provide solutions for the customer.

Posted by Jack at December 12, 2006 10:27 AM

Hmmm... I'm not comfortable about this. Tom posts that we should respect our competitors and we all pile in with, "Gosh, yes, absolutely." Tom posts calling people "idiot jerks" and we all pile in with, "Yeah, way to go" remarks. Hmmm...

What about if my competitor is Verizon? Am I allowed to call them idiot jerks?

Criticise the service, the product, whatever. But to my mind, characterising all the people in this way - well, I'm afraid I find that just a little demeaning. I'm afraid I have to say I found the post a rather petulant, ill-tempered and rude.

Posted by Mark JF at December 12, 2006 4:29 PM

I too was bothered by the slam against Verizon (I cheered), and call for decency (I cheered).
But, relationships of any sort are complicated and aren't meant to be solved in blogs. No one is perfect. Like any media I consume, I pick out the parts that seems to make sense and keep those, delete the rest and move on.

Posted by Doug M at December 12, 2006 6:37 PM

Well put, Doug. Next?

Posted by Steve Dragoo at December 12, 2006 7:51 PM

Whoa! I don't compete with Verizon!!!!! If I were talkingg about someone I was "cometing with" with whom I disagreed very much, I sure as hell wouldn't endorse him. I might say, assming it was true, "Joe Smith and I sure came out of different peapods. We are at odds, but I think he is thorough and honest and passionate about what he does."

If, in my opinion, Joe was a dishonest, malignant person, I guess I'd say something like "no comment."

Jim Collins and I disagree about stuff. Peter Drucker and I disagreed about a lot of stuff. But I totally admire them as human beings and totally admire their contributions and the depth of their beliefs. And I'll say so in a flash.

Posted by tom peters at December 12, 2006 8:43 PM

I'm somewhat confused with Tom's reply to Mark JF's comments. It sounds like if you don't compete with Verizon it's ok to dis'em. But let me ask you Tom have you ever spoken to a group from Verizon? Or perhaps more forward looking, what do you place your odds on doing so in the future based on someone from Verizon reading or having heard about your previous comments on them? --Bert

Posted by Bert at December 13, 2006 9:51 AM

Clearly TP & TP blogs & TP corporate support is CHAOS [Erik & Cathy as willing minions] driven - one can brand TP as SAINT and as well the DEVIL himself - same for the one who is known as "Trevor" ... both laughing all the way to the BANK and back at the expense of their "fans" ... anything to amuse themselves & their Swiss bankers ... :>] ...

Posted by sean_chaos_theory at December 13, 2006 10:45 AM

Speak all you want! Speak where you will be heard. And become successful almost overnight- thanks to web 2.0. ( Well, at least you stand a good chance)

http://ideaburger.blogspot.com

Jay, from Bangalore

Posted by Jayakumar Hariharan at December 13, 2006 10:47 AM

Sean – seems like we have parallel discussions going on about this. This is what I just posed on 'Most (and Least) Valuable Players 2006'

‘Hi Mike - I had never heard of 'genuflecting' being a simple sort of person. As far as I know all I have said is that when I am a 'paying' customer I reserve the absolute right to complain whether that is noisily or quietly. Do we really believe companies that offer crap customer care will improve by just looking within themselves and talking to focus groups? 'Noisy' customers are as welcome as 'quiet' ones and both have a role. ‘

Yours sincerely … 'the one who is known as "Trevor" …..Currently relaxing on my sun bed in Barbados admiring my 'virtual' Swiss bank account.

Sorry my Nurse has just woken me up to remind me about the real world and the fact that I have to work to eat next month :-)

Posted by Trevor Gay at December 13, 2006 11:27 AM

... Trevor I think my thread & maybe yours agree - people/customers MUST critique competitors and communicate about products and services/suppliers PRO & CON ... see you in Geneva ... Palm Springs weather fabulous thank you - tennis, golf - I digress though ...

Posted by sean_thread at December 13, 2006 11:44 AM

"What about if my competitor is Verizon? Am I allowed to call them idiot jerks?"

If your competitor is Verizon you are likely a Telco of some sort, in which case you'd best not throw stones--people in glass houses and all that.

Seriously, with a few exceptions people in various industries tend to almost indistinguishable from anyone else in that industry TO SOMEONE OUTSIDE IT. Yeah, you see a HUGE difference between your company and your competitor. They make nails, your company makes frictive locking and bonding devices. To me they're a critical part of holding the shipping crate I call home together (I found a refrigerator box the other day. Now I have a garage for my shopping cart. WHEE!!! MOVING UP IN THE WORLD).

I don't follow gymnastics. To me ALL Olympic Gymnasts are amazingly strong, graceful, disiplined, pampered, spoiled, and overindugled. COMPLETELY interchangable--essentially a commodity. To my daughter--a gymnast--there is a HUGE difference between them.

Verizon happens to be one end of the bell curve. Sprint, Cingular and the rest aren't far ahead of them on the suckage scale, but the ARE ahead.

Oh, and we're all human. At one point or another we get pissed off and wish evil...I mean just deserts on people who piss us off.

Posted by Billy Oblivion at December 13, 2006 1:08 PM

"I am a 'paying' customer I reserve the absolute right to complain whether that is noisily or quietly." - Well said Trevor.

crappy service = broken promise. Period.

And if someone breaks a promise in a business dealing, there are very slim chances that a "decency" approach will work. Especially when you are dealing with a huge organization. You have to complain. You have to cancel their service .You have to show them your frustration. Or as Trevro says "Complain noisily!".

Posted by Mark at December 13, 2006 1:13 PM

Verizon! Here's your chance to amaze us. Book TP to run a seminar. Your folks obviously need it ...

Posted by Mike L at December 13, 2006 3:12 PM

Mark - no-one is denying the right to complain, loudly or quietly. My own view is that it should be done politely and with dignity. Namecalling is churlish, demeaning and out of place.

I do find it odd that Tom's post about Rule #78 stresses, "Decency Rules!" but we seem to think it's OK to be rude to suppliers. I personally don't find any need to caveat "Decency Rules!" with, "Except if I think your CS is lousy in which case I'll start calling you names."

Posted by Mark JF at December 14, 2006 3:03 AM

Wow! It's an honor to be quoted on your blog since I've been a reader for so long. Thanks for the nice comment.

Posted by Nathan Schock at December 14, 2006 11:38 AM

I really really want to keep believing that decency rules, but recent experience of seeing cheats, bullies and bad-mouthers prosper as a result of taking advantage of and undermining decent, conscientious people has led me to doubt it. I hope that natural justice will prevail.

Posted by tomjam at December 14, 2006 3:30 PM

Hi Tomjam - justice ALWAYS prevails in the end – and as my 76 year old ‘life supervisor’ Professor George Giarchi always says 'This too will pass.'

I always comfort myself by the fact people like those you mention have to justify their action to the guy in the mirror – that is the greatest test of our integrity and authenticity without a shadow of doubt. Keep smiling my friend :-)

Posted by Trevor Gay at December 14, 2006 4:17 PM

I don't know if "decency rules," but I sure want decency to rule me and my behavior.

Posted by Wally Bock at December 14, 2006 6:01 PM

Thanks Trevor-deep down I know you-and George Giarchi-are right. And Wally is too-the important thing is to try to do the decent, right thing whenever possible, and not sink low because others do. I have read in at least two places that when we bad-mouth others we get a subtle physical contraction that we are unlikely to notice, but is ultimately bad for our health. Don't know if it's true, but it makes good sense to me.

Posted by tomjam at December 14, 2006 7:03 PM

Dear Tom Peters,

I wanted to know what you think of unknown startups criticizing the leader in their industry as a way to gain attention. Of course, it could backfire; However, I feel as though it could be an effective way to receive a substantial amount of attention and bring a startup out of the dark. Any thoughts on this and if you would personally recommend this as a strategy? Thank you for your consideration.

Best regards,

Rohail Rizvi

Posted by Rohail Rizvi at December 15, 2006 11:11 PM

In the 80's and 90's I worked for IBM in the UK and the US. It was a serious serious offence to disparage competition. In truth, you never have to. You simply have to be there .... stand in your customers' shoes .... think & try harder.

Respect the competition then think better, and try harder and listen more closely. Try try try, learn learn learn.

BTW - it's not just about innovation, it's not just about price and brand, it's about connecting your business to their aspirations ... it's about CONNECTION. Then, then .... it's about execution.

Peter

Posted by Peter at December 16, 2006 3:47 PM

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I was wondering about the news industry, where each news outlet or newspaper brands the other as biased and extreme. In fact, the general theme they propagate is that you cannot trust the media because of their views (whether liberal or conservative). How do you reconcile this with your comments on winning when your industry has a good reputation?

Posted by Krishna Kumar at December 17, 2006 11:40 AM

I think Way to Succeed #78 is a GREAT rule as a GENERAL practice. I also agree with some of the criticism here (first ever agreement with the poster formerly known as Sean; and with tomjam), although I don't see it as negating the #78, merely observations on which to build exceptions.

Almost all rules, even the best have exceptions that don't negate them.

There are times with certain competitors, you can't take the high road. If you simulate Kerensky versus Leninists versus Czarists, you can't play Kerensky the way he did and ever win. If your opposition's core strategy is to play without rules, you are yielding the field to them. Leninists will always beat Kerensky-ists who insist on operating by the Marquis of Queensbury rules. It's like trying to hold you own in a chess game where your opponent insists on using her bishops as queens.

I've had a recent dose of this situational exception to the wonderful #78.

A current client has two people in charge of technology development. "A" has been with the company for over a decade, "B" about three years. "B" runs down "A" regularly when anyhting goes wrong, and "A" refuses to engage in returning fire, counting on his work to speak for itself. Their supervisor is worn out with their struggles and tends to give "B" a free pass. "A" is losing cred, not because of his comparitive work quality/quantity, but because of "B"'s marketing campaign. It's taken a 3rd, uninvolved party, in this case me, to inject itself into the mix and push for an audit of the actual facts.

This client is really healthy in more ways than normal. This kind of Tragedy of the Commons writ organizational development happens almost everywhere to some degree.

Rule #78 rules. But there are exceptions (that don't invalidate it).

Posted by jeff angus at December 17, 2006 6:17 PM