When symbols are just as important as good design

North American plumbing-fixture manufacturer Moen, N. Olmsted, Ohio, needed a way to communicate “hot” and “cold” around the world. “H” and “C” don’t work in Hindi and a thousand other languages. The graphic symbols we came up with were easily understood worldwide: snowflake for cold and a sun for hot. And for warm, we put the two together. Today these icons are used on Moen fixtures around the world.

The Moen project is an example of user interface and user experience in the industrial- design profession. User-interface (UI) design must focus on users experience and interaction. The goal of UI design is to make users’ interactions as simple and efficient as possible. Good UI design emphasizes goals and completing tasks and never draws more attention to itself than enforcing user goals.

User-experience (UX) design, on the other hand, incorporates aspects of psychology, anthropology, sociology, computer science, graphic design, and cognitive science. Depending on the purpose of the product, UX may also involve content-design disciplines such as communication design, instructional design, or medical design. In terms of UX, the Moen project was a challenge. Moen has more than 50 product finishes and 25 product styles needed for the design. Plus, the application is used in a harsh setting with daily traffic. Minerals in water, abrasive bathroom cleaners and brushes, and shampoos and body wash add to the complexity for a good design. Also, Moen wanted to cut costs by limiting product SKUs warehoused globally.

At the start of the project, Moen used the letters “H” and “C” and their equivalent globally. After our usability-research study, we determined that a visual language comprising symbols would be better understood than letters. We tried different symbols in focus groups using eye tracking. A snowflake symbol for cold and a sun symbol for hot connected with users the best.

We branded and added perceived value to the symbols by stylizing them. For example, the sun is not generic but celestial in appearance to give the feel of a luxury spa. As a result, Moen gets higher profit margins because products look more expensive but really cost less to manufacture. The icons have been pad-printed in color, embossed by laser etching, and stamped in different materials, depending on the product’s style. The material has also been plated, powder coated, and bronzed. To insure consistent high-quality current and future parts, we delivered guidelines to Moen employees and part suppliers.

Indications are that consumers appreciate these symbols. Here are just a few comments found today on plumbing e-commerce stores: “I chose Moen’s shower product strictly for the engraved sun and snowflake design.” And, “It was a surprise to see the sun and snowflake etched on the dial, which adds a bit of charm to the piece.”

The takeaway: Great industrial designers know how to make user operation simple and something look good.

Engineering miracle or just good carpentry?

While visiting Santa Fe recently, I checked out the “miraculous” spiral staircase that that leads up to the choir loft in the Loretto Chapel. It seems back in 1878 when the Chapel was built, the architect had left out an important detail: how to get from the chapel floor 22-ft up to the choir loft. He said there wasn’t room in the relatively small chapel for stairs. The day after the nuns at he chapel completed a Novena to St. Joseph, putative patron saint of carpentry, asking for heavenly intervention into their staircase problem, a wandering woodworker showed up and built them one.  He used no nails, just wooden pegs to hold his 720° spiral stairway together and there was no center column. Without taking pay or even leaving his name, he and his donkey went off into the sunset when his job was done.

And it is an impressive staircase, though it has been somewhat modified. The nuns added a handrail and balusters, which would have made it much safer to climb and descend. There are also a few metal supports to the nearby wall and balcony. I don’t begrudge the nuns or whoever is running the show the $3 admission, though I hope some of the cash is going to charitable works and care for the nuns. But I wish there had been more engineering/carpentry info on the stairs at the Chapel. And who build a church and choir loft without a way to get up to the loft? That original architect must’ve been in league with the devil.

What do you think? Been there? Know of any other engineering miracles?

4 Bogus Reasons Engineers Get Pushed into Management

It’s not uncommon for companies to tap a senior engineer to join management ranks and supervise other engineers and technicians. It’s usually seen as a promotion and comes with more pay and prestige. But the jump to management often fails, leaving both engineer and company dissatisfied. Steven Cerri, an engineering management consultant, takes a look at some of the wrong-headed reasons that keep this practice alive.

Reason #1: If you’re doing a great job as an engineer, you should be able to manage other engineers doing similar tasks. This non sequitur ignores the fact that technical management and engineering are two distinct disciplines. One deals with the laws of nature and physics; the other deals with people who aren’t as predictable and consistent as engineering principals and methods.

Reason #2: If you learn the basics such as manipulating spreadsheets, how to conduct and document performance reviews, and how to read a budget, you can be a good manager. But managers don’t fail because they don’t know Excel or other hard skills. They fail because they lack people skills. Management is a different career than engineering and it entails communicating, motivating, and dealing with people in good times and bad, which most engineers never studied in school.

Reason #3: If you spend enough time around other managers, you will eventually become a good manager. Management by osmosis doesn’t usually work. For it to work, engineers newly introduced to management must have good managers to work with, and those managers must also be good teachers. There are far too few of these kind of managers around.

Reason #4: Anyone can manage a small task. This myth is based on the falsehoods that management is not a discipline and that a person can be born with innate management skills. In fact, most engineers need training in the skills and techniques of good management, plus a few years of managerial experience to succeed as a manager

These reasons are often used as justification for why management promotes skilled engineers into the ranks of managers. But management is about teamwork and working with and influencing others, skills and knowledge most engineers never studied or practiced. Management should take a different tack if it wants to turn engineers into managers. It needs to provide training in people skills, effective communications, and even management theory and methods.

Taj Mahal, India

Is this the world’s most famous building? And its most romantic (ignoring the sprawling, industrial city around it, and the hordes of rickshaw-wallahs and touts)? Described by Indian poet Rabindranath Tagore as 'a teardrop on the face of eternity', the Taj Mahal in Agra was built by Emperor Shah Jahan as a memorial for his second wife, Mumtaz Mahal, who died giving birth to their 14th child in 1631. It’s an extravagant, whitemarble monument to love, which may explain all the young, starry-eyed couples wandering around it. If you're heading to the Taj, read our 5 ways to see it as well as fantastic side trips in the area.

10 Ways to Help an Effective Hotel General Manager

When you hire a general manager to run your hotel, you expect them to do everything within their power to make your operation successful. In their role as supervisor, they are responsible for everything that goes on in your hotel. While they may not be the one who failed to fix the air-conditioner in room 201, they need to be aware that there is a problem and resolve it expeditiously. Ultimately, the general manager is held responsible for making sure that every problem, no matter how small or large, is resolved. Here are 10 constructive coaching tips for your new general manager:

1. Be Prepared – GMs should regularly prepare for meetings and be familiar with their clientele, employees and property.

2. Communicate Effectively with Employees – It is imperative that every employee clearly understands what they should be doing. A GM should not hide behind a desk, but instead be visible and available to all employees. It is a good idea to publicly praise an employee for doing a good job and a GM should never criticize an employee in front of others or on a group email thread.

3. Listen to Employees – There is no better feedback about what is really going on in your hotel than what can be heard from the women and men who do the hard work that keeps a hotel running. If a GM discourages employees from bringing up complaints from guests, or from making suggestions on how the hotel can do things better, it makes it harder for a hotel to shine. Employees are a hotel’s greatest asset. Encourage GMs to listen carefully to employees and hotel guests so that every hotel stay is optimized for greatest satisfaction.

4. Management Through Encouragement – Stressing out employees by placing unrealistic demands on them is a sure way to decrease morale and can lead to a high employee turnover rate. When training general managers, be sure to recommend a management style that includes regular positive reinforcement for all employees. Compliments may be delivered in person, on the phone or in a supportive email.

5. Delegate Work – No one can do it all and there are always people who can do a job as well or better than you. Make sure that the GM empowers the entire hospitality team by letting each member shine according to their professional talents.

6. Blaming Weak Top-Line Revenues for Not Making a Profit – A GM who does not take some responsibility for improving sales (top-line revenue), and instead blames the marketing or other departments for not attracting more paying customers, is shirking responsibility.  A well-trained GM should regularly consult with the sales team and the sales team should coordinate efforts with the marketing team. Revenue generation cannot be separated from the role of the GM. When RevPAR and occupancy go up, your GM will take credit. The GM should also accept responsibility when revenues are down and take prompt professional steps to improve sales.

7. Be Decisive – Work with a GM who has no trouble running a team whose principles are transparent, whose operations are consistent, whose communications are positive and prompt, and whose motives are the good of the company where the customer comes first.

8. Always Have the Best Interest of the Hotel in Mind – Work with GMs who believe in the company they work for and who take pride in being a team player for that company at all times.

9. Motivate Employees – Employees can be motivated by kind and supportive words, an increase in pay, a company picnic, emplyee-of-the-month recognition or numerous other rewards that make them feel valued and an important asset to the team.

10. Projecting the Right Image for the Hotel – A friendly and personable GM who regularly walks through the lobby and talks to guests can do wonders for business. In the hospitality industry, friendly smiles and fabulous customer service are everything.

If your GM is excelling at their job and responsibly handles the work that comes with hotel management, then reward them generously with praise and let them know that they are leading by example, making your hotel a success. A confident GM will in turn encourage their own employees and create a hospitality culture of kindness that is contagious and rewarding for all.

21 Do’s and Don’ts to Make Your Hotel’s Social Media, Email, and Mobile Marketing Campaign More Effective

Marketing matters as much or more than any single factor in determining how successful your hotel can and will be. Everything positive about your hotel, from the actual rooms and amenities to the location and nearby attractions, can be promoted through a well-thought-out and coordinated social media hotel marketing campaign. Your goal should be to maintain an ongoing conversation with your current and potentially future customers.

Are you doing everything right to generate more business and greater returns for your hotel? Almost every hotel’s social media campaign can be improved in some way.

1. Don’t send mixed messages on different social media platforms. It is crucial to stay consistent with the information you provide whether it is on your website, on Facebook, or part of a mobile app on a smartphone.

2. Do make your email marketing catch the attention of every person contacted. When a new person is added to your mailing list, always thank them for signing-up.

3. Don’t make the mistake of using the same images over-and-over again. While it can be tricky to remember what you published three months ago, you can use a site like Dropbox or iPhoto to keep your images organized.

4. Do keep your website current and up-to-date. A hotel’s website is like the entrance to the hotel. Put your best foot forward when guests arrive to either your actual hotel or to your hotel’s website. Regularly review and compare your website to some of your competitors and try to have the best site.Read more.

5. Don’t make changes to your website just for the sake of change. There is a delicate balance between never changing what you do and making constant changes. Don’t confuse visitors by changing the layout, color scheme, and type of information typically provided. Occasional changes can be good, but frequent sweeping changes are usually not advised.

6. Do check and make sure that your online links are not broken before they are published. While it is always possible that a visitor will click on a link and it does not work, if this occurs regularly, it will drive visitors away from your website or social media pages.

7. Don’t disappoint your guests by over-promising. While there is nothing inherently wrong with using flowery language and displaying inviting poolside images to make your hotel appear as attractive as it can be, avoid claims that you have the best breakfast in town when all that is really offered is coffee and donuts. Disappointed guests will tell their friends just how disappointed they were if they have been misled.

8. Do focus on the “Big Three.” Facebook, Twitter, and Linkedin should all be platforms in your social media strategy. Facebook reaches the most people, Twitter gives users the most succinct updates, and Linkedin appeals to the business-oriented traveler. You can further extend your reach to a wider audience by also including other popular platforms such as Pinterest, Instagram, Tumbler, and Snapchat. Read more.

9. Don’t make grammatical or spelling errors on your website, they come across as unprofessional. Have several pairs of eyes proofread your copy.

10. Do share new blog posts. Google ranks new blog posts higher in searches when they are shared within two hours of being published. Read more.

11. Don’t get lazy. No one will read your blog if you do not keep it fresh and interesting. Your website should provide information about upcoming events and new topics. It takes some effort, but the work will pay off.

12. Do encourage recipients of your emails to open them, read further, and even forward them. Use a catchy headline. Then, when they do click-to-read, feature some photos showing guests enjoying their stay at your hotel.

13. Don’t ignore complaints. Whether it is on an independent site like TripAdvisor or on your own site, when people comment on a negative experience at your hotel, answering their complaints is a good way to show that you are paying attention and actually care about your guests. Read more.

14. Do celebrate and respond to your fans and to those who comment. Take a moment to reply professionally to comments.

15. Don’t overuse hashtags on Twitter. One or two is fine, but a string of five or six is excessive.

16. Do make it easy for your visitor to get the information she or he wants. Instead of sending a follower to the homepage of your hotel’s website and then making them click again to get to the reservations page, send them a link that will take them directly to the reservations page.

17. Don’t buy followers. This can compromise your accounts in more than one way.

18. Do post colorful images. Always choose images that you have the legal right to post and make sure the images are tasteful and consistent with the brand you are promoting.

19. Don’t assume that everyone shares the same religion, especially during holidays.

20. Do be a steward of our planet by seizing every chance to be environmentally conscious and encouraging readers to interact responsibly with our delicate planet at all times.

Lastly, don’t make a person who is using a mobile application go to another website. If you have an app for restaurants in your area, for example, the user should be able to make their reservation for dinner on that app and not have to go to the restaurant site, or call a phone number to secure a table.

Happy social networking and remember that with great power comes great responsibility, so be sure to carefully choose your social networking posts for the longterm success of your company.