Epiphany from a Dish Rack?

I never thought I’d find elegance in something as mundane as a dish rack. But when I took it out of the box, it gleamed. Clean, simple lines. It fits in the sink or on the counter. The drip tray doubles as a plate rack, with a spout for funneling the water into the sink. It’s very well designed: it fits the way we live and any extras are easily removed and stowed away.

But what really struck me was the instruction sheet. Clean, simple, and yes, elegant. The product itself is so well designed you really don’t need instructions, but just in case, here they are. Very clear, very simple.

On the front was a simple “thank you for buying this product” and then the words reverberated in my mind:

“Our biggest inspiration comes from our customers. If you have an idea for a feature or item we haven’t thought of yet, why not share it with us? You can reach us at www.simplehuman.com.”

What a refreshing change to be treated as an intelligent human being! Not only that, but to be invited to participate. You know darn well if I have an idea, I’ll send it to them. I know they’ll do a good job.

In this age of rapid (dizzying) change, one relationship that is undergoing a profound overhaul is that between consumer and producer. In the past, it was a somewhat adversarial interaction. Companies tried to find out what consumers wanted through marketing studies and sell what they had through advertising and calls during the dinner hour.

But you and I have always known we are so much more than faceless consumers who fuel the market economy. Now, conditions and technology have evolved to the point where we can actively participate in the producing process. Companies who realize this and are not afraid to tap into this potential are finding a wealth of insights and feedback.

Imagine: rather than just accepting whatever shows up in the marketplace, what if we had a real dialog with the producers of these goods? What would we ask for? What would happen if there was actually someone listening on the other end when you shared your frustrations or had an idea?

It’s taking place as we speak. In various ways and in various forms, there are companies who are not just putting up with consumer complaints, but actively seeking input, ideas, and feedback. And it is changing how things are built. The common wisdom among software companies now is that you involve your customers from the very beginning. Show them your product concept, get their feedback, involve them in the design process. And now the idea has spread to the housewares industry.

This is the age of the individual. Never before have we had access to so much information. Never before have we had so much potential for influence.

We have a voice now.

How will you use yours?

The Power of Neighborhood

When you walk through your neighborhood, what do you see? Are you greeted by name? What are the children doing? How are the elders faring? What do the streets look like? What about the buildings? How are the parks and schools?

If you could create your ideal neighborhood, what would it look like? How would people treat each other? Would there be a place to gather and chat and enjoy the sunshine? What colors would the buildings be? What would the trash cans look like? The sidewalks? The bus stops? What would be happening at the school? After school? What would happen in your neighborhood on a warm summer evening? On a cold winter night? How would the elders feel living in your neighborhood? How would the children feel growing up there? What would a visitor experience?

I recently visited an organization that firmly believes every individual can make a positive difference in their community and that together, ordinary people can create vibrant, resilient neighborhoods. Our United Villages works with neighborhoods to bring people together around common interests and to realize their potential as a community.

It all started after a drive-by shooting. Neighbors gathered and started talking about how and why things had gotten so bad in the neighborhood. How had everyone become so hopeless? Many late night discussions followed.

As the talk turned to crime prevention, it centered around one kid – a 12-year-old boy who had become the neighborhood thief and vandal. Finally someone asked “Does anyone know David? What’s important to him?”

So they asked him. He wanted a million dollars, a motorcycle and he wanted his teeth fixed. The first two were out of the question, so they decided to look into what they could do about David’s teeth. A week or two later, one of the neighbors told his hairdresser about the project. She was so inspired she donated $50 on the spot and didn’t charge him for the haircut. Not only that, she told the salon owner, whose husband happened to be an orthodontist. He offered to do the work immediately and for half price. The neighbors could pay him as they raised the money.

David got straight teeth and the house break-ins ceased. The neighbors realized that now they had a relationship with David. He knew them and no longer stole from them. And he prevented his friends from stealing from them.

Things changed in the neighborhood. Seeing they could make a difference in one situation, the neighbors started brainstorming about other things they could do to improve the community. Eventually they formed Our United Villages to help other neighborhoods through the same process.

Our United Villages works with a neighborhood to find out what’s important to the people living and working there. Together with neighbors from that community, they conduct door-to-door surveys to identify the priorities. Then they help the community hold Neighborhood Conversations on these topics, which range from youth activities to healthcare, from sharing knowledge and skills to developing the local economy. Neighbors have a chance to share ideas, make connections and take the first steps toward action.

Neighbors also learn how to put on special events like Neighborhood History Storytelling sessions and Neighborhood Celebrations.

Amazing things are happening. An elder who was faced with moving to a nursing home is now able to stay in her own home because her neighbors gave her a whistle to call them whenever she needs something. And they come. Even the children know what to do. One boy was riding his bike with his friends, heard the whistle and went in to see her. A few minutes later, he came out with her recycling. He waved and then hopped on his bike and went on his way with his friends.

What does your neighborhood feel like?

How do you want it to be?