19 May 2015 ~ 1 Comment

Better Than

BYS_better-than

As many of you may be aware, this year I’ve committed to producing a single piece of content (Seth Godin calls it “making art”) every single day in the form of a hand-lettered yellow sticky note. If you’re interested, you can follow these efforts on my Instagram account. Last week I posted the Big Yellow Sticky you see embedded […]

Continue Reading

08 December 2014 ~ 0 Comments

The “So Now What?” Manual

The So Now What Manual

Are you providing support materials to your new clients? I don’t mean Sales support materials, I mean doing-business-with-us-after-you-buy support materials. Smart salespeople in the world of traditional Media (Radio, TV, Print) will sometimes warn their clients (especially clients who are first-time advertisers) that as soon as their ads begin to run, they should expect to get […]

Continue Reading

06 December 2014 ~ 0 Comments

Breaking Trust and Losing Permission

email-too-much_small

The number of holiday sales emails this year is ridiculous! In past years I received one or two extra emails per list. Three was “aggressive”. But this year I’m getting three per day from some retailers and they simply don’t seem to care that their practice is annoying their list members and current customers. After all — we can just […]

Continue Reading

25 November 2014 ~ 0 Comments

The Disintermediation Uber Straw

Chocolate_Milkshake

Have you seen the movie starring Daniel Day-Lewis called “There Will Be Blood“? It’s an incredible film with lots of great actors in winning performances. Even if you’ve seen it before, the movie is worth a second look, if only for the infamous “I drink your milkshake” scene. Spoilers here, so if you haven’t seen […]

Continue Reading

02 October 2014 ~ 0 Comments

It’s time to Can the “Can I help you?”

Ever go into a store and have someone who worked there ask: “Can I help you?” Of course you have. And 9 times out of 10 you replied with a “No thanks, I’m just looking.” The words “Can I help you” simply BEG that response. It’s programmed into our psyche. We heard our parents say […]

Continue Reading

05 September 2014 ~ 0 Comments

Your most important client should fire you

Your most important client is also your most neglected client… YOU. You would absolutely stop doing business with a company immediately if they treated you the way you treat yourself. Think about it. Compared to all the other clients you serve, YOUR projects are always the last to get done, your needs are the last to get met, […]

Continue Reading

27 May 2014 ~ 2 Comments

Are You Earning or Burning?

Everything you do Earns a sale (earns a conversation, a returned email, another phone call, a visit to the showroom, a positive online review), or Burns a sale (they never want to hear from you again, they tell 10 friends about their terrible experience with your company, they tell 10 million people on the internet […]

Continue Reading

12 May 2014 ~ 2 Comments

Customer Service Highs and Lowe’s

For a company with a marketing tagline of “Never Stop Improving”, Lowe’s may need to start an in-house home improvement project… A couple weeks ago my mother bought a new dryer (around $400 or $500) from Lowe’s. During the order/checkout sequence the clerk asked if she needed a vent/dryer duct hose (about $15). Since the older dryer she was replacing had been […]

Continue Reading

22 April 2014 ~ 2 Comments

Helpful Humor (and Cheesecake Appetizers) Break Response Patterns

cheesecake

I’ve been exploring the idea of “Helpful Humor” in some recent blog posts. First on the Emergency Coffee article and then on my coverage of Dollar Shave Club’s colon cancer awareness campaign. In both instances these companies used humor to break their prospect of a pre-programmed response. According to a study I found referenced on […]

Continue Reading

31 March 2014 ~ 2 Comments

Back-Up Coffee

back-up-coffee

This morning I arrived early for a meeting at a local Bob Evans. I told the greeter (who also turned out to be the server) that I was expecting to meet one other person. They noticed my laptop bag and asked if we’d need a place to plug-in. WOW… Nice job paying attention and trying […]

Continue Reading