Stan Phelp's Blog

The Goldfish Chronicles

Sharing insights on customer experience, employee engagement, and brand strategy.

“If everything seems under control, you’re not going fast enough.” – Mario Andretti

Mario Andretti is one of the most successful American drivers in racing history. What’s the secret to his success?

It’s simple… Go faster.

He’s famous for saying, “If everything seems under control, you’re not going fast enough.”

This is the essence of the fourth A in the #PinkGoldfish creation process. To AMPLIFI is to flaunt your weakness and weirdness. Not only shining a light on what makes you unique, but actually turning up or turning down the dial on your imperfections.

Consider these questions:

– Is your company boring?
Make it even duller. Some customers like things simple.

– Are your products too complex?
Make them even more confusing. Some customers will see them as intricate and challenging.

– Is your service too impersonal?
Remove people altogether. Some customers prefer automated systems.

– Is your company too silly?
Become more ridiculous. Some customers will see you as irreverent and hilarious.

– Are your products too offensive?
Make them even more shocking. Some customers want bold and daring.

– Are you failing to offer enough options?
Offer fewer. Some customers get overwhelmed by choices.

Organizations experience intense pressure to moderate their unique characteristics. Resist the force, you must!

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Stan Phelps walks the walk. He stands out in the sea of sameness by modeling his own Differentiated Experience (DX) message: Differentiation isn’t just about what you say, it’s about what you do and, more importantly, how and why you do it. Stan leverages his unique collection of 5,000+ case studies on customer, employee, and brand experience to engage audiences with informative learning-based experiences. He believes purposeful DX wins the hearts of employees and customers, and differentiation ultimately boosts loyalty, retention, referrals, and results.

Find Stan’s in-person and virtual keynotes, workshops, and Goldfish tank programs at StanPhelps.com.

Why Pink?

Why Pink in Pink Goldfish? David Rendall is the inspiration. He is the ultimate advocate for embracing weirdness and exploiting imperfection.

David wears head-to-toe pink on stage. This includes pink pants, shoes, socks, belt, and watch. His shirts display his trademark pink Tyrannosaurus Rex. He even has a custom-made three-piece pink pinstripe suit, which he wears with a pink shirt, pink tie, and pink Chuck Taylor shoes.

When asked about all the pink, David credits his family. He and his wife Stephanie have three daughters. During his speeches, he tells stories about how living in a house full of women was gradually turning him into a woman. From pushing him to use an exfoliating body wash to painting his toenails to telling him to trim his eyebrows, David believes they were on a mission to make him more like them. Instead of pushing back, he has chosen to embrace his feminine side and the color that represents it—pink.

His unconventional commitment to pink makes him memorable to audiences. David leaned in and pink has become inextricably linked to his brand. It’s everywhere, even off-stage. Because he competes in Ironman triathlons, he had his bike custom-painted pink.

But it didn’t start this way. David didn’t always wear pink…

David didn’t always wear pink. He didn’t always want to stick out. He didn’t want to be weird. He wanted to be normal and professional. He wanted to be accepted. He wanted to fit in. He wore normal pants, normal shirts, normal shoes, and normal ties. He wanted to meet other people’s conception of what a successful person wore. He wanted people to take him seriously. It’s hard sometimes to go against the grain of what everybody else does because we wonder if people are going to like it. That is why David Rendall and I wrote Pink Goldfish (and the forthcoming Pink 2.0). We want to show you the power of pink, the power of being different, the power of defying expectations, and the power of being weird. Pink is the main differentiator for him. It makes him remarkable. David powers his business on referrals. He gets audience members to say, “You’ve got to hear this guy. He’s funny and he wears pink pants and he talks about dyslexic billionaires and freakish arm wrestlers from Germany.” Check out his TEDxZurich talk here: “How Our Weaknesses Can Become Our Strengths” https://youtu.be/M6klc_nSWrQ

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Find Stan’s in-person and virtual keynotes, workshops, and Goldfish tank programs at StanPhelps.com.

Lessons from our forefathers: “Do my full duty”

When Brian Doyle and I wrote Gray Goldfish – Navigating the Gray Areas to Successfully Lead Every Generation, we began by looking at Matures. Specifically, what shaped the Greatest Generation. It was the impact of The Great Depression that marked their approach to life. The toll was stunning:

– Unemployment reached 25%
– The Dow Jones Industrial Average lost nearly 90% of its value between 1929 and 1932
– The average American family income dropped 40%
– Homelessness reached 10% in some parts of the country
– 50% of children did not access to adequate food, shelter and medical care

Yet, they persevered. The entire generation can be summed up by this quote by General George S. Patton, “If I do my full duty, the rest will take care of itself.” The entire generation grew up in an era that required selflessness and sacrifice. Especially during World War II, this group banded together to reach a common goal.

My hope is that we all can learn a lesson from our forefathers. In addition to all of our brave healthcare workers, are we all willing to do our full duty to defeat the coronavirus? Can we band together to save lives, win this war and reboot our economy?

I pray we can.

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Find Stan’s in-person and virtual keynotes, workshops, and Goldfish tank programs at StanPhelps.com.

“It’s the IMPERFECTIONS that make something BEAUTIFUL, that’s what makes it DIFFERENT and UNIQUE from everything else.” – Bob Ross

“It’s the IMPERFECTIONS that make something
BEAUTIFUL, that’s what makes it DIFFERENT and UNIQUE from everything else.” This quote is from the late famed artist Bob Ross.

Ross helped pioneer a concept called “wet on wet” painting to the masses. You didn’t need years of training. Bob believed everyone was an artist. Within 26 minutes, Ross would go from a blank canvas to a completed work.

His show the “Joy of Painting” on PBS made him a household name. His micro-weird perm and beard made him unforgettable. [Sidebar: the perm was cheaper than getting frequent haircuts. He didn’t like it, but couldn’t change it because it was part of the company logo]

Ross passed away in 1995 and is still a popular figure today. He has nearly 4.7 million YouTube subscribers.

You’d think that people would collect Bob Ross paintings? You’d be wrong.

In a classic example of withholding, you can’t buy a Bob Ross painting. Over 1,000 of his landscapes for the show (he did 3 per episode) are located in Herndon, Virginia. They are not for sale, but you can buy paint, books, and other collectibles from BobRoss[dot]com.

There is one exception. In 2019, the Smithsonian acquired many of his paintings for its permanent collection. Call it a happy little accident.

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Find Stan’s in-person and virtual keynotes, workshops, and Goldfish tank programs at StanPhelps.com.

Why Trader Joe’s is not your ordinary Joe

Imagine a grocery store that practices an extreme version of the #PinkGoldfish of Withholding.

– They don’t advertise.
– They don’t use social media.
– They don’t put items on sale.
– They don’t accept coupons.
– They don’t have a loyalty card.
– They don’t have self-checkout.
– They don’t offer online ordering.
– They have a small selection of items, about 90% less than most grocery stores.

It’s hard to believe this grocery store could be successful. It seems like they’ve gone too far already, but what if they augmented withholding with Lopsiding?

– They hire more employees while competitors are trying to reduce staffing costs?
– They pay those employees twice as much as everyone else in the industry?
– They pay those employees to do things that no one else even does?

Now, add in some Antagonizing.

– They only sell private labels. So you can’t get the most common and popular foods. This is going to make some people upset.
– And even if you are a regular customer, they regularly eliminate foods that people enjoy in order to introduce new ones.

This is not your ordinary Joe. They have the best sales per square foot of any grocery store and they are one of the 100 best companies to work for in America.

Trader Joe’s defies normal.

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Find Stan’s in-person and virtual keynotes, workshops, and Goldfish tank programs at StanPhelps.com.

Legends Diner in Texas has a surcharge of $50 for customers asked to wear a mask

Legends Diner in Texas has a new surcharge: $50 – If I have to explain why masks are mandatory. It increases to $75 if owner Wayne LaCombe has to hear why you disagree.

The sign in Denton is creating quite a stir. One customer bristled at the “tongue in cheek” effort. He didn’t trust a restaurant owner-manager to give him medical advice. That’s when Wayne’s wife Kat jumped in on Facebook to call him out:

“Patrick Horalek this is Kat, owner of Legends Diner. I do have a Medical degree. 28 years as a Registered Nurse, specializing in Oncology. Also, 5 years teaching nursing. With my background in healthcare, I feel that we are doing the right thing. At the restaurant, we comply with city and state mandates. But some things must be done without someone telling you to… All we ask is that customers wear a mask as they walk past another person that is eating and not wearing a mask. Sure doesn’t seem like a lot to ask…but apparently it is. I with my husband try to protect and respect the people who come to our restaurant. … No one wants this world to get back to normal more than small business owners.

Takeaway – The customer always has the right to be heard, but it might cost them a little extra.

Bad service or smart marketing?

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Find Stan’s in-person and virtual keynotes, workshops, and Goldfish tank programs at StanPhelps.com.

“Facts tell, stories sell.” – Bryan Eisenberg

“Facts tell, stories sell.” This quote by Bryan Eisenberg reinforces the importance of leveraging the power of story when presenting. Why? Because leveraging stories makes your message memorable. Memorability is the holy grail of presenting.

Here are three things to think about when telling stories:

1. When should you use stories? Answer: Early and often. Hall of fame speaker Bill Stainton says, “Start with your second best story . . . finish with your best one.” This technique has been leveraged by comedians for decades. People tend to remember the first thing (primacy) and the last thing they hear (recency).

2. How long should your stories be? Answer: It depends on the time you have. Practice stories in different levels of detail given different times. This allows you to manage time on the fly. Allow for three minutes, but have a one minute and a 10-minute version as well. The moral/lesson doesn’t change.

3. What’s your role in the story? Answer: You are the Guide. Donald Miller of Story Brand states, “To enter into our customer’s story, we should play the role of guide.” The fatal mistake is positioning yourself as the hero in a story instead of the guide. You are Yoda, not Luke.

What’s your advice on using stories when presenting?

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Find Stan’s in-person and virtual keynotes, workshops, and Goldfish tank programs at StanPhelps.com.

A guide for current and soon-to-be Gen Z leaders

A guide for current and soon-to-be Gen Z leaders. This year the oldest members of GenZ will be turning 24. They are beginning to occupy leadership roles and will need to manage up four generations. In Gray Goldfish, a book co-authored with Brian Doyle, we provide a roadmap for how each generation can recruit, train, manage and inspire. Here’s the GenZ guide:

GenZ leading Matures:
RECRUIT: Alleviate fear of tech
TRAIN: Explain every step
MANAGE: Don’t count on evenings
INSPIRE: Show you’re working hard too

GenZ leading Boomers:
RECRUIT: Show they’ll be leading edge
TRAIN: Focus on soft skills
MANAGE: Ask them to stay late for big projects
INSPIRE: Ask for their perspective

GenZ leading Generation X:
RECRUIT: Highlight the lack of bureaucracy
TRAIN: Self-directed
MANAGE: Specific goals
INSPIRE: Give them credit

GenZ leading Millennials:
RECRUIT: Highlight your tech
TRAIN: Connect them with their peers
MANAGE: Face-to-face feedback
INSPIRE: Schedule flexibility

GenZ leading fellow GenZ’ers:
RECRUIT: Promote diversity
TRAIN: Gamification
MANAGE: Leverage tech to simplify
INSPIRE: Tie work to a greater purpose

Want a cool example of late Millennial/early GenZ leadership? Zappos tapped Shelby Stilson to be CEO of 1% of the company. From intern to CEO in 5 years.

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Find Stan’s in-person and virtual keynotes, workshops, and Goldfish tank programs at StanPhelps.com.

The growth of a goldfish is a metaphor for growth in business and the importance of differentiation

The growth of a goldfish is a metaphor for growth in business and the importance of differentiation.

The average common goldfish is just over 3 inches. Yet the largest in the world is nearly 19 inches. That’s almost six times the average size! For comparison, imagine walking down the street and bumping into someone who is three stories tall.

How can there be such a disparity between regular goldfish and their monster cousins? Well, it turns out that the growth of the goldfish is determined by 5 factors. Just like goldfish, not all businesses grow equally. The growth of a business is impacted by the same 5 factors:

1. SIZE OF THE ENVIRONMENT = MARKET
GROWTH FACTOR: The size of the bowl or pond

2. OTHER GOLDFISH = COMPETITION
GROWTH FACTOR: The number of goldfish in the same bowl or pond

3. QUALITY OF THE WATER = ECONOMY
GROWTH FACTOR: The clarity and amount of nutrients in the water

4. FIRST 120 DAYS OF LIFE = STARTUP PHASE
GROWTH FACTOR: The treatment received as a baby goldfish

5. GENETIC MAKEUP = DIFFERENTIATION
GROWTH FACTOR: The genetic makeup of the goldfish

Takeaway: In business, the only thing you have control over is your genetic makeup or how you differentiate your products or services. In goldfish terms, how do you stand out in a sea of sameness?

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Find Stan’s in-person and virtual keynotes, workshops, and Goldfish tank programs at StanPhelps.com.

Infiniti Now allows customers to experience a dropoff 24-hour home test drive. Smart Strategy?

Infiniti Now allows customers to experience a dropoff 24-hour home test drive. INFINITI Motor Company joins fellow luxury manufacturer Genesis with this Purple Goldfish of “added service.”

[Aside – I can’t say “Infiniti Now” without thinking about Frank Costanza yelling “Serenity Now!” in my ear. After listening to a self-help recording, George’s father on Seinfeld negates saying the phrase calmly]

THE OVERNIGHT TEST DRIVE

This idea isn’t new. For over a decade BMW of Bridgeport has offered an overnight test drive. The Connecticut dealer has no problem with giving you “the ultimate driving machine” for an extended period. No driving around with the salesperson and no more imagining what a BMW might look like parked in your driveway.

There is a strong reason why BMW, Infiniti, and Genesis want you to take the car.

Here is an excerpt from a J.D. Power survey:

“When it comes to the test drive, most shoppers expect to be able to test drive the vehicle for an hour or more, with most premium brand shoppers expecting to test vehicles for five hours or more. Most shoppers also expect to be able to take the test drive on their own, without the salesperson accompanying them.”

What do you think? Smart strategy? Are you screaming Infiniti Now!

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Find Stan’s in-person and virtual keynotes, workshops, and Goldfish tank programs at StanPhelps.com.

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Meet Your Presenter

Through keynote speaking presentations, hands-on workshops, and GOLDFISH TANK programs, I empower you to power loyalty and growth.

Hi, I’m Stan Phelps. I work with organizations that want to increase loyalty, drive sales, and promote positive word-of-mouth by creating differentiated experiences.

As an author, keynote speaker, and workshop facilitator, my in-person and virtual programs stand out in a sea of sameness because I model my own message of differentiated experience (DX).

I leverage my unique collection of more than 5,500 case studies on customer, employee, and brand experience to engage audiences with practical ideas that inspire action.

Every time we do business together, Something amazing happens in the world!

Through my partner B1G1, each program gives back to create global IMPACT

When we complete a GOLDFISH TANK, we give 1001 days of clean water to school children

When we complete a GLOBAL engagement, we give 365 days of clean water access in Peru, 120 days of learning aids in Malaysia, and 50 days of business training for women in Malawi

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Stan Phelp's Blog

The Goldfish Chronicles

“If everything seems under control, you’re not going fast enough.” – Mario Andretti

Why Pink?

Lessons from our forefathers: “Do my full duty”

“It’s the IMPERFECTIONS that make something BEAUTIFUL, that’s what makes it DIFFERENT and UNIQUE from everything else.” – Bob Ross

Why Trader Joe’s is not your ordinary Joe

Legends Diner in Texas has a surcharge of $50 for customers asked to wear a mask

“Facts tell, stories sell.” – Bryan Eisenberg

A guide for current and soon-to-be Gen Z leaders

The growth of a goldfish is a metaphor for growth in business and the importance of differentiation

Infiniti Now allows customers to experience a dropoff 24-hour home test drive. Smart Strategy?

Find Your Best-Match Program

Meet Your Presenter

Every time we do business together, Something amazing happens in the world!

When someone downloads a GOLDFISH eBook, we give one brick toward building school facilities in Cambodia