Wednesday, May 20, 2009
Monday, May 18, 2009
The Customer Is [Still] Always Right!
I don't have to emphasize the challenges our ongoing "great recession" continue to place on businesses, and the hard effort it takes to keep generating revenue while everyone's financial belts remain tightened. Unfortunately, some businesses won't survive, especially those that don't understand a basic business principle--one that's vital to adhere to in both good economic times and bad.
That said, I have to share a story from last month. I get my hair cut once a month. Normally, it's a pretty pedestrian, uneventful affair, but this past April, I experienced a vivid, real-life case study in how to NOT treat customers, in this case, my barber, Norm.
Norm's been cutting hair for, oh, the closer side of 50 years. He owns and operates a small, traditional-type men's barber shop--think Floyd the barber from the old Andy Griffith show, and you'll get a good idea of the place, minus Floyd's wacky personality--I wouldn't want to offend Norm with that characterization.
Anyway, so I walk in to Norm's barber shop at my appointed time, we greet one another, and I proceed to the barber's chair for my monthly clipping, per usual. A few minutes into my haircut, one of Norm's vendors, a scissor-sharpener, enters the establishment. He is dropping off a freshly sharpened pair of scissors for Norm. Norm thanks him, and then advises him he's unhappy with the two pairs of scissors that he previously sharpened for him, telling him they 'catch', and concludes, "They just don't feel right."
This is where it gets interesting. The scissor-sharpener reacts in disbelief, and then proceeds to disagree with Norm, the customer! Norm calmly reiterates that the two pairs of scissors kept catching when he tried using them on two of his customers, and again states, "Well, they just don't feel right--they don't work for me."
The scissor-sharpener continues to disagree with Norm. He is so adamant to prove Norm wrong that he asks Norm for his 'hair bucket' (the wastebasket where Norm disposes of the day's various hair clippings). Norm gestures to it, and the scissor-sharpener proceeds to pull it out, grab a handful of hair, and start clipping it with one of the aforementioned scissors! He looks at Norm and says, "These are cutting fine. They don't seem to be catching at all." Norm replies, "Well, sorry, but they just don't feel right, and they don't work for me. I tried 'em a few times on a couple of customers, and I wasn't happy with 'em."
Keep in mind that I'm sitting in the barber's chair the whole time this exchange is going on, hoping the scissor-sharpener will realize my existence and relent so Norm can get back to cutting my hair!
Alas, no chance--the scissor-sharpener retorts, "Well, let me go to my truck and bring my sharpening machine in and see if I can resharpen them."
Does he ask Norm if it's OK to do this in the middle of his business day? No. Is he cognizant that a paying customer (i.e., me!) is in the middle of getting a haircut, and I would like Norm to complete my haircut without the constant interruptions? No. This scissor-sharpener is bound and determined to prove Norm wrong, all other considerations be damned.
As he exits the barber shop to retrieve his portable sharpening machine, I share my observations on the matter with Norm. "Gee, that guy just doesn't get it, does he?" Norm chuckles and responds, "Nope, and he won't be getting my business anymore, either. For one, that guy's the most expensive sharpener in town--he charges me more than all the other sharpeners I've used before. For another, I've been cutting hair for a long, long time, and if I say they ain't feelin' right, they ain't feelin' right." We both start laughing.
The scissor-sharpener then returns with his sharpening machine, and proceeds to set it up in the vacant barber stall next to the one I'm occupying (thankfully!). He continues his back 'n forth with Norm, utterly oblivious to the fact that I'm one of Norm's paying customers, whose hair Norm's still trying to cut. I guess rudeness is also one of this guy's character traits (along with stubbornness and stupidity, that is). No matter. Lucky for me that a.) Norm's a pretty easygoing guy, and b.) Norm's not easily distracted when cutting someone's hair!
Norm finally manages to finish cutting my hair. I pay him, and I'm off and on my way until next month.
The scissor-sharpener? He's off and on his way to almost certainly losing more customers, and eventually, his entire business, I'm sure, because a.) he's not the sharpest scissor-sharpener around, and b.) I don't think his business acumen, or lack thereof, is ever going to cut it.
Never, ever forget, THE CUSTOMER IS ALWAYS RIGHT!!
That's Mark's Mark for today. Have a great week.
That said, I have to share a story from last month. I get my hair cut once a month. Normally, it's a pretty pedestrian, uneventful affair, but this past April, I experienced a vivid, real-life case study in how to NOT treat customers, in this case, my barber, Norm.
Norm's been cutting hair for, oh, the closer side of 50 years. He owns and operates a small, traditional-type men's barber shop--think Floyd the barber from the old Andy Griffith show, and you'll get a good idea of the place, minus Floyd's wacky personality--I wouldn't want to offend Norm with that characterization.
Anyway, so I walk in to Norm's barber shop at my appointed time, we greet one another, and I proceed to the barber's chair for my monthly clipping, per usual. A few minutes into my haircut, one of Norm's vendors, a scissor-sharpener, enters the establishment. He is dropping off a freshly sharpened pair of scissors for Norm. Norm thanks him, and then advises him he's unhappy with the two pairs of scissors that he previously sharpened for him, telling him they 'catch', and concludes, "They just don't feel right."
This is where it gets interesting. The scissor-sharpener reacts in disbelief, and then proceeds to disagree with Norm, the customer! Norm calmly reiterates that the two pairs of scissors kept catching when he tried using them on two of his customers, and again states, "Well, they just don't feel right--they don't work for me."
The scissor-sharpener continues to disagree with Norm. He is so adamant to prove Norm wrong that he asks Norm for his 'hair bucket' (the wastebasket where Norm disposes of the day's various hair clippings). Norm gestures to it, and the scissor-sharpener proceeds to pull it out, grab a handful of hair, and start clipping it with one of the aforementioned scissors! He looks at Norm and says, "These are cutting fine. They don't seem to be catching at all." Norm replies, "Well, sorry, but they just don't feel right, and they don't work for me. I tried 'em a few times on a couple of customers, and I wasn't happy with 'em."
Keep in mind that I'm sitting in the barber's chair the whole time this exchange is going on, hoping the scissor-sharpener will realize my existence and relent so Norm can get back to cutting my hair!
Alas, no chance--the scissor-sharpener retorts, "Well, let me go to my truck and bring my sharpening machine in and see if I can resharpen them."
Does he ask Norm if it's OK to do this in the middle of his business day? No. Is he cognizant that a paying customer (i.e., me!) is in the middle of getting a haircut, and I would like Norm to complete my haircut without the constant interruptions? No. This scissor-sharpener is bound and determined to prove Norm wrong, all other considerations be damned.
As he exits the barber shop to retrieve his portable sharpening machine, I share my observations on the matter with Norm. "Gee, that guy just doesn't get it, does he?" Norm chuckles and responds, "Nope, and he won't be getting my business anymore, either. For one, that guy's the most expensive sharpener in town--he charges me more than all the other sharpeners I've used before. For another, I've been cutting hair for a long, long time, and if I say they ain't feelin' right, they ain't feelin' right." We both start laughing.
The scissor-sharpener then returns with his sharpening machine, and proceeds to set it up in the vacant barber stall next to the one I'm occupying (thankfully!). He continues his back 'n forth with Norm, utterly oblivious to the fact that I'm one of Norm's paying customers, whose hair Norm's still trying to cut. I guess rudeness is also one of this guy's character traits (along with stubbornness and stupidity, that is). No matter. Lucky for me that a.) Norm's a pretty easygoing guy, and b.) Norm's not easily distracted when cutting someone's hair!
Norm finally manages to finish cutting my hair. I pay him, and I'm off and on my way until next month.
The scissor-sharpener? He's off and on his way to almost certainly losing more customers, and eventually, his entire business, I'm sure, because a.) he's not the sharpest scissor-sharpener around, and b.) I don't think his business acumen, or lack thereof, is ever going to cut it.
Never, ever forget, THE CUSTOMER IS ALWAYS RIGHT!!
That's Mark's Mark for today. Have a great week.
Monday, May 11, 2009
Avoid the "Blue Pill" Award
There are typically two types of quotes contained within your typical press release.
First are those that actually offer some compelling, interesting information that elaborate, explain, disseminate or further support what's being announced. Then there are those that really do nothing more than state the obvious, while stroking the ego of the person who the quote's being attributed to by making them and the person who wrote the quote feel good about themselves, and whatever it is they're announcing.
The first type are newsworthy, that is, they provide value to a reporter and ultimately his or her readership or viewership, and thus have high potential to be included in media coverage of the announcement.
The second type are what I've unceremoniously often referred to as recipients of the coveted 'Blue Pill' Award. Not sure what I mean? Think Viagra. Then think about how many times you've seen quotes in press releases beginning with the following words:
First are those that actually offer some compelling, interesting information that elaborate, explain, disseminate or further support what's being announced. Then there are those that really do nothing more than state the obvious, while stroking the ego of the person who the quote's being attributed to by making them and the person who wrote the quote feel good about themselves, and whatever it is they're announcing.
The first type are newsworthy, that is, they provide value to a reporter and ultimately his or her readership or viewership, and thus have high potential to be included in media coverage of the announcement.
The second type are what I've unceremoniously often referred to as recipients of the coveted 'Blue Pill' Award. Not sure what I mean? Think Viagra. Then think about how many times you've seen quotes in press releases beginning with the following words:
- "We're excited...."
- "We're ecstatic..."
- "We're pleased..."
- "We're very excited..."
- "We've very pleased..."
- "We're thrilled..."
- "We're.....um, you get the idea....
Most, if not all, experienced journalists consider these types of statements 'throwaways,' i.e., they're useless fluff that really don't say anything of substance, and thus don't help them do their jobs.
Why is this important, you may ask? Aren't quotes attributed to company executives in a press release supposed to be self-serving? Well, yes, when it comes to fulfilling the need to help drive revenue for your company. But, if you want to effectively fulfill that need, you also need to get coverage. And that means it's vital that you provide the journalists you want covering you with information they'll find compelling--compelling enough to publish or broadcast, that is, and, therefore, it's equally important that you always portray your company's executives as leaders in their industry who have something compelling to say.
Leave that 'exciting' verbiage to those companies and their executives who obviously don't care about saying anything compelling or newsworthy. While they're racking up 'Blue Pill' Awards, I can assure that you will be rewarded with better, more frequent, and higher quality media coverage versus your competitors. I'm sure you'll agree that will be something you and your company's executives can get really excited about--just be sure you don't quote me in a press release on that. ;-)
That's Mark's Mark for today. Have a great week.
Monday, May 4, 2009
Is It Really New Media, or Simply New Mediums?
I've noticed an interesting phenomenon of late. Many businesses are expressing a strong desire for those in key marketing roles (including PR) to have familiarity and experience working with so-called 'new media,' such as Facebook and Twitter.
No doubt about it, these two start ups are certainly creating a big 'buzz' in the business community, and as more and more savvy companies of all shapes and sizes embark on so-called "social media" strategies to increase their awareness and positive exposure to the public, the leaders of these companies would be wise to note (along with you, if you're a PR or marketing type working for one of them), to understand that while Facebook and Twitter are indeed new vehicles to help drive publicity, and thereby promote, position and mass market products, services, and corporate messages, the key media themselves (i.e., the actual human beings, or journalists, that ultimately analyze, examine, write and broadcast about these things) haven't really changed--at least not the lion's share of experienced, noted veterans in their fields.
What I'm getting at is sites like Facebook and Twitter are basically significant, new delivery systems, or new mediums for existing journalists and other media types to publish their messages, product reviews, opinions, etc.
The bulk of well-established, respected journalists themselves haven't been suddenly wiped away and replaced by some huge chunk of 'new media' experts that have taken over the media landscape. Sure, there are various journalist wanna-be's who have started blogs, and created modest followings, etc., in addition to 'early adopters' who quickly embraced new media and subsequently designated themselves as new media experts. But don't think for a second that the veteran journalists (at least the smart ones) and their employers aren't fully embracing Twitter and Facebook as simply new tools to publish their content, in part so they can continue to maintain a following/readership/viewership and ultimately keep themselves relevant and profitable.
For example, in the high-tech arena, no less than the following 'top tier' media folks are regulars on Twitter: Walt Mossberg and Kara Swisher of the Wall Street Journal; Paul Boutin, John Markoff, and David Pogue of The New York Times; Steve Wildstrom and Rob Hof of BusinessWeek--and the list goes on and on and on. Do a search for yourself on Twitter and you'll find many long-time journos are micro-blogging on that site alone. In fact, there's even a handy new website you can reference, http://www.mediaontwitter.com/. BusinessWeek provides its own website to research who on their staff is on Twitter: http://tinyurl.com/6ycuhd. There's also http://wefollow.com/, another excellent resource for finding well-established media (and new, up-and-coming new media types, too) who are actively engaged on Twitter.
Certainly, it's important to research, seek out, and add new journalists and bloggers you discover and believe can help you effectively help promote your company, via traditional media and on Twitter, Facebook, et al, but don't embark on your "social media" strategy by seeking just the "newbies" with little or no reputation, background, or following at the expense of ignoring the many, well-established media folks that you've historically worked with and pitched to successfully in the past.
They're still as relevant as ever. Facebook and Twitter are basically the two most prominent, new mediums to work to get coverage on as a result of successfully pitching your story to these same folks.
To quote a classic Led Zeppelin song, "The Song Remains the Same."
That's Mark's Mark for today. Have a great week!
No doubt about it, these two start ups are certainly creating a big 'buzz' in the business community, and as more and more savvy companies of all shapes and sizes embark on so-called "social media" strategies to increase their awareness and positive exposure to the public, the leaders of these companies would be wise to note (along with you, if you're a PR or marketing type working for one of them), to understand that while Facebook and Twitter are indeed new vehicles to help drive publicity, and thereby promote, position and mass market products, services, and corporate messages, the key media themselves (i.e., the actual human beings, or journalists, that ultimately analyze, examine, write and broadcast about these things) haven't really changed--at least not the lion's share of experienced, noted veterans in their fields.
What I'm getting at is sites like Facebook and Twitter are basically significant, new delivery systems, or new mediums for existing journalists and other media types to publish their messages, product reviews, opinions, etc.
The bulk of well-established, respected journalists themselves haven't been suddenly wiped away and replaced by some huge chunk of 'new media' experts that have taken over the media landscape. Sure, there are various journalist wanna-be's who have started blogs, and created modest followings, etc., in addition to 'early adopters' who quickly embraced new media and subsequently designated themselves as new media experts. But don't think for a second that the veteran journalists (at least the smart ones) and their employers aren't fully embracing Twitter and Facebook as simply new tools to publish their content, in part so they can continue to maintain a following/readership/viewership and ultimately keep themselves relevant and profitable.
For example, in the high-tech arena, no less than the following 'top tier' media folks are regulars on Twitter: Walt Mossberg and Kara Swisher of the Wall Street Journal; Paul Boutin, John Markoff, and David Pogue of The New York Times; Steve Wildstrom and Rob Hof of BusinessWeek--and the list goes on and on and on. Do a search for yourself on Twitter and you'll find many long-time journos are micro-blogging on that site alone. In fact, there's even a handy new website you can reference, http://www.mediaontwitter.com/. BusinessWeek provides its own website to research who on their staff is on Twitter: http://tinyurl.com/6ycuhd. There's also http://wefollow.com/, another excellent resource for finding well-established media (and new, up-and-coming new media types, too) who are actively engaged on Twitter.
Certainly, it's important to research, seek out, and add new journalists and bloggers you discover and believe can help you effectively help promote your company, via traditional media and on Twitter, Facebook, et al, but don't embark on your "social media" strategy by seeking just the "newbies" with little or no reputation, background, or following at the expense of ignoring the many, well-established media folks that you've historically worked with and pitched to successfully in the past.
They're still as relevant as ever. Facebook and Twitter are basically the two most prominent, new mediums to work to get coverage on as a result of successfully pitching your story to these same folks.
To quote a classic Led Zeppelin song, "The Song Remains the Same."
That's Mark's Mark for today. Have a great week!
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