Archive for Customer Service Skilss
Advertisement Ideas: You Can’t Please Everyone!!!
I have come to learn that you could take what you believe to be great actions and achieve excellent results but that you will still have people who complain. Such was the case recently when I went to Legends on a Friday Night to collect donations for The American Cancer Society Relay For Life.I asked the GM for permission to go table to table and ask the patrons he said yes and I ended up collecting $34 in about a 30 minutes. I found out today that some patrons complained and that the owner called The American Cancer Society to complain that this hurt his business. I was told I should have arranged to set up a table and allow patrons to come to me. I explained that on that night it was a spur of the moment to go and collect. I can understand that the owner would be upset as a few customers complained. What he didn’t see was how many people showed appreciation and the one women who was helped because I gave her the 1-800-acs-2345 number for her to call to get support as her husband was recently diagnosed with cancer. What the executive director and event lead didn’t see was that many people now have brochures and may support relay. I learned a long time ago that your actions are not going to please everyone and that some will, some won’t, so what, some waiting, next.
In being authentic and not being afraid to speak my mind and take action I have managed to raise the ire of some people while I have also been able to motivate and inspire others. I have learned that when you do thing on your terms and your way you are not going to please everyone. This is why when I work with clients I ask them to define their niche market as not everyone will be your customer. As you do things and take action you are going to have some people who have nothing better to do than to complain.In the business sector today there is a tendency to focus on the complaints as the trend is to complain instead of to praise. I was at Starbucks one day and they are a National Corporate Partner with The American Cancer Society and one lady complained to the manager about me having my canister on my table. The manager said I can not have the canister on my table any more. I found this odd as I am a regular customer and the lady that complained hasn’t been back since that day. What has happened and what is wrong with the corporate and non-profit sector is that they have begun to major in the minor and try to please everyone and as a result are leaving money on the table. Read More→
Advertisement Ideas: Banging For Business!!!
This is an open door that leads to opportunity. I have learned over the years that if you bang on enough doors and you say persistent in your pursuit you will develop customers/clients and thus you will continue to have success in all you do. When was the last time you went out into the community and sought people to share your product or services with so as to generate leads and keep an active pipeline going? One of the best things I have done in working with non-profit entities as well as with for profit businesses has been to include going door to door as part of the strategic marketing plan. In going business to business to solicit donations for The American Cancer Society Relay For Life over the last 16 years I have raised over $35,000. I have also been able to secure more teams for Relays in the communities where I live, work, and play. As a representative of several companies I have found going business to business with brochures to be very effective as it helps to build name recognition and gives you a distinct advantage when you follow-up. If you are not banging for business you need to incorporate this practice into your 2016 plans.
When you bang for business it is important to utilize your phone and to make calls to set up appointments with people so that you can have the opportunity to show them how you can be of service and value to them. You phone can be a great tool to bang for business as you can post photos to social media from it, make videos and share them across all social media platforms, text message potential customers/clients with special offers, set up an application to interact with existing clients/customers and potential clients/customers. Read More→
Advertisement Ideas: The Full Monty!!!
Today’s post was inspired by The Show, The Full Monty, where the cast is definitely maximum exposed. As I reflected on the idea of maximum exposure I realized just how many business people are under exposed with their marketing and media relations and how many do not even have a strategic marketing plan. It is important to put yourself out there and remember that you are your brand and how important it is to figuratively give people The Full Monty. It is imperative that you continuously are out in the community promoting yourself and the products or services you offer and how you are different from others doing what you do. It is also a priority to show people how you are of service and value and why they should be doing business with you. Many people go into business and they do not have a written plan about their marketing and media relations and then wonder why they are not being as successful as the envisioned. If you are going to exceed in business you need to have a plan and work your plan.
Advertisement Ideas: The Full Monty Formula!!!
Know who you want to do business with and know where they get their information and what other businesses they frequent. In knowing where your audience is it will make it easier for you to build your following.
Set up a budget to print and distribute collateral material. Have a budget to do on-line marketing. Have a budget to do video marketing. Remember that marketing is not an expense it is an investment.
There are may things that happen in your business that are newsworthy so having a strategy to get the information out to the news outlets that your target audience is watching, reading, and listening to will play a major role in strengthening your brand and increasing your revenue. Read More→
Advertisement Ideas:Is Your Brand Memorable?
When one sees this logo they immediately know it is Mercedes-Benz and it represents quality and class. I for one have stated that when I amass enough money to get one I will not buy one but instead I will buy a practical vehicle and donate the difference to charities for after all you can not take the Mercedes with you when GOD decides to call you home. I use Mercedes-Benz as an illustration as to how important the idea of having a memorable brand is. Think about it there are certain brands that have stood the test of time by making sure they were in the consumers face on a daily basis with a consistent message. Ask yourself if you are creating a memorable brand?
Advertisement Ideas: Some Memorable Brands!!!
When you ask most people about hamburgers they will mention one of these three as these have become the top 3 recognizable fast food restaurants in the world. Much of this is due to extensive marketing to drive people to these businesses because of the perceived value despite the fact that their food can kill you. I personally prefer Five Guys which does a good job with the use of testimonials in their restaurants. Five Guys is also not the most healthy choice but it is better that the three recognizable brands here.
Another thing that makes Five Guys memorable is the fact that they have differentiated themselves in the market place by creating an image that people have come to know that represents quality and good service. If you were to open up a hamburger place ask yourself how would I create a memorable brand? the answer is simple by flooding the market place with literature about the restaurant and giving the consumer a reason to come and buy your burgers. When you are creating a memorable brand you must determine your desired target audience, create a marketing program that will put you on top of the consumer’s mind, and you must have something that differentiates you from everyone else in your chosen industry.
These are 3 recognizable people in The Personal Development Field. If you are someone who is into personal development you most likely will be able to identify them. They have all created their own identity and have enticed many people to follow their teachings. They share a few things in common they have used strategic promotion to garner interest, they have become their own brand, they taped into their passion and found a way to monetize their passion and create a message that is relevant, entertaining, and resonating with their desired audience. When asked who their target demographic was they were able to give a precise answer this is important to know because you are not going to attract everyone. They also have surrounded themselves with a team of people to handle their marketing and public relations. They have built billion dollar businesses by having a plan and working their plan and never giving up. Read More→
Advertisement Ideas: Spread ‘Em Wide!!!
When you read the headline of this entry what was your first thought? Many probably went right to the image of the police officer getting ready to put the cuffs on someone and pat them down. Most conjured up this image as we have been programmed to react in a certain way through media manipulation and the repetition of many so-called norms of our society. When I think of the headline spread ’em wide I think about marketing a frequent and consistent message so that when someone thinks of me they know who I am and what I do and feel comfortable about doing business with me. just as this phrase spread ’em wide conjures up a certain image or picture ask yourself what image or picture does my brand conjure up when people see it or hear it.
Well established brands like McDonald’s and Allstate share one common thread and that is a frequent and consistent presence in the marketplace. A few years back Allstate partnered with The NCAA to sponsor the goal post nets that are put up for field goals and extra points and as a result has increased their brand awareness while also donating to scholarship funds thus creating a picture that they area company that cares about the community. McDonald’s has sponsored many sporting events including The Olympics.
Now you may not have the budget of a McDonald’s or Allstate but you should have a budget to spread your message wide. How many times have you been approached with an opportunity to spread your message and you have found all the reason why not to take advantage of the opportunity and the you see your competition did. As a result clients/consumers may be going to the competition. Read More→
Advertisement Ideas: Stop The Madness!!!
While American Citizens worried about this flag our government managed to fast track The Trans Pacific Partnership, which makes The North America Free Trade Agreement look tame. While Walmart banned the selling of this flag they didn’t stop importing goods from China. This is ironic for if you are going to stand against slavery and hatred but not stop using what is considered slave labor used to make the goods you are importing from China you are part of the problem and contributing to the madness. Now municipalities are taking down statues, renaming schools, and digging up graves in an attempt to rewrite history. So many of our American Citizens have become sheep and are being driven by the controversy of the day instead of looking at the real issues and understanding you can take down as many flags and statues but until you stop the madness brought on by the hate that is in some people’s hearts the real issues will not be resolved. It is time to stop the madness and stop majoring in the minor.
Another ironic twist is that while amazon and other e-commerce sites were busy banning The Confederate Battle Flag they were still selling Nazi Flags and Isis Flags. Heck a Walmart employee refused to make a Confederate Flag Decorated Cake but gladly made an ISIS Flag Cake, a great example of just how uneducated our workers in America truly are.
Now the question is how do we STOP THE MADNESS. The answer is simple educate the working population and train them so that they can be an asset to your business. The idea is to bring back a manufacturing and agricultural base to America and to eliminate the greed factor that is hurting our country. We must also eliminate the entitlement mentality and get back to the concept of hard work and being of service and value. If you have a talent you must find a way to utilize it and monetize it and to take action to build your personal brand so it attracts the people who you want to do business with so that you can thrive. How about you do a campaign that say we serve all people with our products and services. Instead of using the concept of I am (an insert nationality here) – American just start to say I am an American with a business designed to help my clients/customers who can benefit from my products and services. Then make it a point not to judge people when they come to your business. I have learned that we may not be able to attract everyone to our business but those that resonate with our message will choose to do business with us.
The best way to solve these issue sis to adopt Don Miguel Ruiz’s Four Agreements and do your best to adhere to them. The Four Agreements are….
If you can convey this is your advertising you will begin to create more brand awareness and recognition while also creating a buzz about your business and thus helping to stop the madness. The key is to create customer loyalty by being of service and value by enhancing the customer experience by looking at solutions for the real issues and making sure you become a problem solver.
The issues mentioned above affect us all because there will be current customers and potential customers that will not agree with the principles we stand for and may get offended so we must do our best to target customers who will resonate with our message. The nest way to stop the madness is to remember some will, some won’t, so what, some waiting, next. The greatest thing we can hope for is that our business will help to unify a community instead of divide the community. If we are truly going to stop the madness we must tackle the real issues and walk in our truth and thus have a message that is relevant and resonates with our desired target audience. It is time for you to become a problem solver and ask how are my opinions on these issues affecting my business.
By now you have heard of the couple who refused to bake a same sex wedding cake and how they have been sued and ordered to pay damages. My take is that this story only led to more madness. It is their right to refuse business from anyone and I am sure the couple ordering the cake could have found another bakery. This is another example of the media choosing to create madness and division. Personally of it were my company I would have made the cake taken great care of the couple as money on my pocket is better that in someone else’s pocket. The cake company owners stated it was against their moral values and that it went against the teachings of Jesus. Hello, wasn’t it Jesus who was teaching us to be kind to all people and not to sit in judgement. It is your right to refuse a customer and it is my right as a customer to go elsewhere. Again it is time to stop the madness.
Sometimes it is not about being right or wrong it is about doing the right thing so stop the madness.
Advertisement Ideas: Making The Commitment!!!
If you are in business I highly suggest you get a copy of Don Miguel Ruiz’s The Four Agreements a sit can truly help you in making a commitment to grow your business. Today (6/19/2015) I had an 11 AM appointment and arrived at 10:45 AM and asked for the person I was supposed to meet with and was told oh she may have forgotten. I waited until 11:15 AM and then handed my card to the gentleman who was there and I left. As I left I thought wow another person in South Florida who didn’t honor their commitment. As I drove to my next destination, my local Starbuck’s I thought it is her loss as she didn’t know that not only do I represent The South Florida Gold of The American Basketball Association but I also host a TV Show, The Anything Bucket, which airs on www.wrpbitv.com on Tuesday at 6:30 PM EDT and I have strong ties to the community and a fairly large social media following. The point is that when you make a commitment you should honor the commitment or at least give someone the courtesy of a phone call to give them a heads up on what is happening. The ironic thing is that today I may have been a solicitor but tomorrow I may have been a customer as I could use health and wellness products. When you make an appointment and you do not show it makes you look bad in the eyes of the person you were supposed to meet with and a a result hurts your business instead of improving it. Remember one oh crap will ruin 1000 at-a-boys.
Your level of commitment will determine your level of success. If you are not committed to honoring your word you will lose in the end because people like to do business with people they know, they like, and they trust. If you don’t honor your commitment to meet with someone you have breached the trust from the start and decreased your chances to have a business ally tremendously. What do you think I am going to say when asked about the business that was a no-show without a phone call? When you are doing your best to build your brand and increase your profits you need as many advocates as possible to be speaking well of you so tat you build your likability and your trust so that when people get to know you they are comfortable about doing business with you. Read More→
Advertisement Ideas: Using Gratitude As A Marketing Strategy!!!
I recently attended an Introduction To Gratitude Training done by Jo Engelesson who is an author and speaker who is a leader in the personal development and spiritual development industry. Her website www.tofa.us allows visitor to purchase tokens of appreciation that they can register and then pass on to those who have positively impacted their day. Jo told her story about how assuming the attitude of gratitude changed her business. I visited the site and bought 5 of the coins and have handed out 4 of them so far. Each time I have given out a token I have seen a great shift in my attitude and as a result have had a successful day. As I gave out one of the tokens of appreciation I began to think how can business owners and marketing directors and those involved in charitable work use the concept of gratitude as a marketing strategy. The answer was simple incorporate gratitude as part of the strategic marketing plan by rewarding existing customers and donors and also when procuring new customers and donors.
One of the greatest thing you can do in business or in your personal life is to express gratitude. People like to feel appreciated. In today’s world where people text, facebook, and email receiving a hand written thank you note goes a long way in making a person remember you. Sometimes the more creative you are with the thank you the better. I remember working for The NY Liberties of Major League Volleyball and asking potential sponsor’s secretaries what their favorite pizza was and then going to the owner of the team, Jerry Saperstein, and asking for a budget to send them pizza with thank you note. He said yes and I sent the pizzas and had the pizza place write a note thank you for speaking with me about The NY Liberty, Jonathan Lederman. This tactic worked and we secured a few sponsors as a result. I then began to use this tactic with reporters. If a reporter did a story about the team I sent a hand written thank you note. The idea is that using gratitude as a marketing strategy works. I would secure people’s addresses who attended games and send them a thank you note and something with The NY Liberties logo on it and tickets. This helped to take the attendance from 300 fans a game to over 1000 fans a game. Read More→
Advertisement Ideas: Toucha Toucha Touch Me!!!
Today’s blog entry is inspired by The Rocky Horror Picture Show Toucha Toucha Touch Me song. As I listened to the lyrics I thought how this mimics the cycle of customer procurement and customer retention. The customer relationship is much like that of a pursuit for someone of the opposite sex. In many cases you spend many dollars in hopes of achieving a conquest and many times the conquest does not happen. Just like in business you spend many dollars in marketing and advertising and sometimes it doesn’t work because your expectations were not realistic or the choices you made were not synergistic with your brand. In business we may not physically touch a customer but we may touch their mind or their heart so we must look at the best practices to achieve the desired result. When we begin to figuratively touch potential customers and existing customers we realize how they become ambassadors of our brand and as a result create a buzz about our brand. In touching customers we must use our why we are doing what we do as part of our marketing mix. It is important tom understand that people will not buy the what but the why. In showing your why in your advertising and marketing you will generate more brand awareness and increase your cash flow.
As The TV Show Host of The Anything Bucket at www.wrpbitv.com I am asked all the time why would you give a free interview to someone? The answer is simple because I need content for my show and I believe in helping businesses to excel. I also give businesses a chance to purchase the clip of their appearance on the show for $175 that they can use in their marketing mix to touch potential customers or retain existing customers. I believe that when you have an opportunity to reach people and touch them with your message that you should take advantage of the opportunity. Read More→
Advertisement Ideas: Watch What You Say!!!
Today’s entry was inspired by a conversation I had with a woman today (2/20/2015) who helps to market people’s business as I was seeking support for The American Cancer Society Relay For Life as I have a program where a business can donate $100 and in return have a track marker that would be seen by those participating in Relay for Life for the 12 hours of the event. She told me she only had 3 clients and they were all in Miami and not interested in growing their business. This took me aback because I know if you aren’t growing your business you are dying. She explained to me that she was content with her clients and that working was for her husband as she wants to spend tie with her kids. I admire her wanting to spend time with her kids but don’t tell people you can grow their business when you aren’t growing yours.
While on the phone today (2/20/2015) I encountered a man who told me business was slow and used many lack words in the course of our conversation. I told him when yu say business is slow the business will be slow because you create a self-fulfilling prophecy. When you use words like struggle you create more struggle. In business especially in advertising it is important to utilize the right words. When you are engaging with potential clients or existing clients be aware of the words you are using. Read More→