Two of My Favourite Things

Game of Thrones is one of my favourite shows.  Sure, you have to send the kids to bed before you click that play button on the DVD player, but it’s a great reminder of the cool things you can do as an adult.  Like watch a lady-knight and a man-knight kick each other in the groin.  Ok – cool, and slightly disturbing.

Lean is also one of my favourite work philosophies.  Sure, not many people really understand it, but when you are surrounded by a few good people who do, life just seems that much easier and worthwhile.

This is why I nearly wet myself when I stumbled across the fact that Game of Thrones is, well, Lean.

Enter a Good Friend

A good friend of mine gets HBO every year for the few months that Game of Thrones is on cable.  This year, a funny thing happened when he called up to arrange access.

After the first ring, a voice prompt said: “Press “1” if you are calling because you want to watch Game of Thrones this season.”

He pressed “1”.

It took her to another section where he was prompted to enter his cable details and password to confirm.  And it was then that a beautiful thing happened.

He was automatically signed up for just the right channel so he could watch Game of Thrones, placed on his regular bill so no additional payment details needed to be given, and which would also cancel immediately and automatically when the season ended.  No more, no less.  Just the right amount, just in time.

When a Company Gets it Right, It’s a Beautiful Thing

The cable company nailed it.  They knew that value is determined by the customer, and that seven million viewers can’t be wrong.  They separated the hordes of callers all wanting the same thing, gave them exactly what they wanted, when they wanted it, in one simple, speedy, transaction, and enabled the regular call centre staff to continue doing their job.

When customers get the value they crave, the financial rewards flow for the company delivering it.  The stock price of said cable company has gone up more than 100% in the last two years.  Not a bad return.

Now, I just have to hold my breath for the next series, and hope like crazy that George R. R. Martin finishes the books in time.

Yours in change,

David McLachlan