This week I give you a reprieve from old-school annoying, or just plain annoying.
This is my 5 year old’s favorite song, and I have to admit, it makes me happy.
So, Happy Friday to you all!
This week I give you a reprieve from old-school annoying, or just plain annoying.
This is my 5 year old’s favorite song, and I have to admit, it makes me happy.
So, Happy Friday to you all!
I would have put this post up yesterday, but I couldn’t because I spent the entire day waiting for Verizon to come and install my internet and phone line in my new office. It wouldn’t have been so bad if they hadn’t set me up for disappointment by setting the appointment time between 8 am and 12 noon.
Steam may not have been rising out of my ears at noon if they’d call to tell me that their technician was tied up on a previous call.
My voice may not have sounded so strained if, before they missed the second deadline of 2 pm, they called to tell me that they were pushing it until 5 pm, and if the employee arrives at 4:59 pm I’m to wait until he’s finished.
I wouldn’t be thoroughly disgusted with them right now if ANY communication about their poor scheduling was initiated by them instead of me. Or, if I hadn’t waited on hold for over 30 minutes calling them each time.
This post isn’t simply to rag on Verizon, although God knows they deserve it. Sadly, bad communications happen all the time. The result is always an angry, possibly former customer.
And it is almost always avoidable.
Most people are kind, patient and understanding… but they aren’t when you treat them with disdain. Not communicating is always interpreted by the customer as your company not caring. Contacting them as soon as you know of an issue avoids a lot of the negative experience issues they’ll have if you don’t.
Think about it this way: for every single dollar you spend on marketing and positive PR, one bad episode of non-communication can repay that, times 10, with negative publicity. Think about it, what do you do when you’ve been mistreated by a company? For one, you probably blast them on your social media network, more than likely complain about them when you get together with your friends. If you have a blog & you’re a marketer like me, you probably craft a post based on your bad experience.
That’s a whole lot of organic negative pr going on about a company for simply blowing the communication.
Even if my high-speed internet is rip-roaring fast and never a problem, I’ll have a sour taste in my mouth for how lousy I was treated from the outset. Your customers are no different. You may deliver the greatest product in your industry, but if you blow the communications and make you customer feel like you don’t care about them, their network will hear all about it.
Here we are – it’s Friday thank goodness… and that means I give you a ‘catchy’ tune you can’t get out of your head.
I don’t usually make dedications, but this song that will be in your head all day and possibly all weekend is dedicated to the one and only Danny Brown. Oh, he LOVES Nickelback, and like most Canadians (even though he’s a transplant), he is oh-so proud of them.
I, of course, love to rag on Nickelback too, but I like this song, and I really love this video.
This one’s for you Danny – Happy Friday!
If you’ve read my blog for any length of time you know that I have a huge Business Crush on Howard Schultz, founder of Starbucks. Dino Dogan would tell you that ‘we all do,’ and he’s probably right. What Howard, or more correctly, what Starbucks does to illicit these emotions from customers is that they prompt them, continually.
I’ve written repeatedly that “It’s not about the coffee.” I don’t even drink coffee; I’m a hard core tea addict. Starbucks has decent tea and a great Chai, but even that’s not why I keep coming back. It’s the entire customer experience that keeps me loyal.
In my past life when I supervised 18 Sales Reps. spread out across the Eastern half of the US, Starbucks-Everywhere was my office. We could sit for hours in a pleasant environment , use the free wireless, and never ever feel rushed. Not only did I spend thousands of dollars a year at the chain, I became a brand loyalist and incredibly grateful for their hospitality.
And they keep on doing things that make me feel passionately about the brand. Last year it was the Indivisible campaign; I wear my bracelet and drink from my Indivisible mug every morning.
Recently, Starbucks began offering reusable $1 mugs to cut down on waste. Of course I bought one, because I care about the environment and feel like I’m part of the Starbucks mission. Now, my reusable cup )pictured here) already has my favorite drink permanently written on it. Most of the time I don’t even need to tell my local Baristas what I want, because they know me … another customer service moment that connects me to the brand.
Perhaps you too have a major Starbucks connection, or perhaps you’re a contrarian who swears by Dunkin Donuts. The point is, the brands that you are passionate about have done something to trigger that passion. What is it that makes you want to evangelize for a brand?
The next, logical question is: What do you do to create that same loyalty and zeal in your own customers? Because you know, it doesn’t happen by accident.
I didn’t write any ‘grand master plans for 2013’ posts this year, but now that we’re into 2013 it’s time for a social media reorganizing post. To get yourself together, here’s a short list of to dos:
I try to review the above once every 6 months, but sometimes things slip by the wayside, so at the start of each new year I focus on updating and refreshing them all. That way I can charge into the New Year feeling relatively ‘together.’ If I’ve missed any tips I’d love to hear from you.
It’s just one of those days when the whole world seems full of sunshine and optimism.
You just can’t hate this one…. Happy Friday!
Here’s one thing I can tell you with absolute assurance about 2012: It’s over.
If you had a great year, make 2013 ‘greater.’ If 2012 was a tough one, say good riddance and get moving on. If you’re in business, you have no choice but to bid 2012 adieu; you must move on, no matter how great or bad your year was.
I’ve read umpteen posts about resolutions, rules and recommendations for 2013; usually at this time of year I’m doing the same thing, churning out a post or two about getting your marketing organized or planning better in the next 12 months.
This year, so many of my marketing pals have already done a fantastic job of this; here is a list of excellent, rev-your-engine posts to help and inspire you:
And if you’re looking for Sales lessons, just go to Anthony Iannarino’s blog and read the whole damn thing, sign up for his newsletter, and read everything he writes.
Instead of giving you an advice list of my own, I’m going to give you one piece of advice that has carried me everywhere:
There is no other choice if you want to achieve any of your goals. Of course you must have planning, vision, and focus, but if you’re not dedicated to positivity, you won’t achieve anything.
I leave you some of my favorite lines in the English Language; impossible to read and not feel a deep sense of hope:
Happy New Year everyone!
I don’t know why all of my Song Stuck songs are oldies, but they really knew how to make cloyingly unforgettable tunes back in the 70’s.
Don’t hate – just celebrate the cheesiness.
Happy Friday!
I recently read a ‘take this job and shove it’ sort of resignation letter from a Gen Y-er to his employer, and I could not help but shake my head in that annoyingly “yes, I’m older and wiser” sort of way. He was off to create his own business,
and full of piss and vigor. I admire that, of course, but I also know that the lives of the self employed are far less glorious than they often appear.
If you sit there as one of the many in our ranks, you know how much you sacrifice for the ability to call the shots. Along with everything else you must make decisions about, you shoulder a tremendous, often unbelievable amount of worry over everything from payroll to paying bills. It is very easy to get lost wallowing in the worry and forget why we set out on this journey in the first place.
To help all of us combat the self pity and stress, I’ve created these:
1. Never forget what it feels like to punch a time clock.
Perhaps you never punched an actual clock, but you must remember what it felt like to work the hours someone else deemed necessary. Setting your own schedule is a perk you cannot overlook.
2. Appreciate the steering wheel.
You would not have left your safe job if you didn’t think you could do better. You can’t forget that driving your own ship means you get to focus on the projects you know are the right ones.
3. Don’t complain about the long hours. Ever.
Remember, lots of people who are working to make some corporation lots and lots of money work long hours too. You get the reward for yours.
4. Mentors are still essential.
Just because you’ve given yourself a fancy title and have the business cards to prove it doesn’t mean you don’t need advice from other smart folks.
5. Accept the roller coaster as a way of life.
Chances are that if you stepped off the cliff, you have already achieved success in business, and therefore you became used to financial security. That doesn’t exist for the self employed – at least not for years. Get used to it. Yes, you can.
6. Collaboration makes you better.
Paranoia and a self defensive stance can creep up upon any business owner who is out there scraping along trying to make it. Don’t give in to the instinct to see anyone in your field as the enemy. Often they have strengths that compliment your weaknesses and vise verse. Partnerships can allow you to do more work, and make more money.
7. The Accounting can’t wait.
Most entrepreneur types are big picture people by nature; many of us detest the books. You don’t need to BE the CPA, but you absolutely must hire a bookkeeper and keep your house in order.
8. Reports are fun.
If you aren’t taking care of #6, you won’t be able to stick to read your reports and enjoy the information to be had there. In order to create a strategy for your business’ future, you must understand where your business is. This is one of the fun parts of owning a business; it’s the ‘working on your business’ part that everyone goes on and on about.
9. Fueling your inspiration is a good thing.
Staying focused is crucial, but too much focus can leave you numb and unable to be creative. Seek out sources of inspiration wherever you may find them – they don’t have to come from business.
10. It’s all worth it.
There will be days you have a hard time believing this, but in your heart you know it’s true. Had you stayed back at that safe job the big ‘what ifs’ would nag you into insanity. Whatever becomes of your business, you are learning at rapid fire speed, and you are getting better everyday. Perhaps it won’t be your destiny to stay at the helm of the ship you’re driving now, but wherever you end up you will be far wiser for having driven it.
By now you’re either enjoying, or not even entering the land of Song Stuck Friday. If you’re here you either do it out of loyalty to me, or you’re a masochist. Either way – thanks for stopping by.
This Song Stuck episode is one that I personally adore – it was only recently I discovered other people find it annoying… or hard to shake. If it does stick, I hope you’re having a fabulous holiday break and humming it repeatedly everywhere you go.
Happy, Happy Christmas!
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