Customer service isn’t fair

I supply most of my clients with a copy of Zingerman’s Guide to Giving Great Service.  Click on the Recommended Reading link and get yourself a copy.  It’s thin, so take a couple hours and read the damned thing.  Then go back, and read it again.  You paid for it – write notes in the margin.

One of my favorite points raised: Customer service isn’t fair.  We try to impose a “one size fits all” approach to handling sales and service, but more often than not if backfires on us.  If life were fair, we wouldn’t need customer service.  Products wouldn’t break during shipping, customers and vendors would be forgiving to a fault if the product or the check was late.  Service would be perfect, and there would be no need for complaints or unhappiness.

The people in your organization responsible for customer service – this includes the Big Boss, and the front line people – should read the book.  Better, go through the Zingerman’s customer service training.  Not only will it save you money, but by practicing the techniques learned, you’ll make money and do more for your brand than almost anything else you can pay money for.

Trip the links fantastic

I was going to put “link” singular in the title, because people might think it referred to golf if I used the plural.  About 1/4 of a second later, I realized that I would be defeating the purpose of this post if I shied away.  So, here we are.

I’ve talked before about putting your business somewhere it will be tripped over.  One of the best ways to do this is with a links page on your site.  That is, a list of other sites, blogs, resources – whatever – that you like, are local to you, or are recommending to your clients/customers/patients.

Links perform a couple major functions.  The first is that done correctly they are the on-line equivalent of a personal recommendation.  If you’ve read almost anything I’ve written, you’ll know that word-of-mouth promotion is the be-all and end-all of marketing (how’s that for hyperbole!).  Well, at any rate, it’s damned important.  Most of our “decisions” are not decisions at all, but simply following the recommendations of those we know.

The second function of links, and the one we’re discussing here, is that they provide what I call search hooks.  Let’s say you put a link to a local Italian restaurant on your site – one you happen to like.  Your website deals with, let’s say. . . exotic fish.  I’m an af-fish-ianado (I couldn’t pass up the pun) of both exotic aquatics and Italian food, but today I’m searching for someplace to have lunch.  One of the links that pops up in my search happens to be from your fish site.  I visit, like what I see, and mark it for later before clicking the link to visit the restaurant’s page.  You can do that with shoe stores, your doctor, a doggie playcare facility. . . almost anything as long as you can show relevance.  A page full of random links?  Those went out in the dark ages of the ‘net – about 1999.

If you put up a dozen links, that’s a dozen more ways your site can be found during engine searches.

Your virtual bard of business

Minstrel might be a more accurate word, but from the 1850’s on, that word has gained a different and less desirable meaning in the U.S.

Long before there were written languages, history was passed orally from place to place, and generation to generation.  Stories and news were memorized, often set to rhyme or meter because the tales were so long.  Even after languages allowed histories to be written down, the cost of making copies or of transporting original works was so high that traveling tell-tales were still important.

If you read my books or articles – even my blog posts – you’ll note that I spend a lot of time telling stories.  Narratives allow the teller to work in facts and statistics, important words and phrases, in specific places and in order.  Tales allow the listener/reader to absorb salient points without having said points stick in their mental craw.  Or simply: stories help facts go down, like sugar helps medicine go down.

We are programmed to remember stories and rhymes – studies have shown this over and over again.  The Bible uses parables or illustrative stories to make moral lessons easier to remember.  Easy-to-remember stories are also easy-to-repeat stories.

Some of us, it’s true, are more at home with a roster of facts, figures and statistics.  Some of us (including myself) did very well in school because we remembered dates, names and other ephemera and could regurgitate it on command.  But narratives – stories with a beginning, middle and end, and having a moral or “point” to them – are easier for most members of our culture to remember.  (Oddly, this particular post doesn’t try to tell a story!  Hmm. . . )  If you can remember the story, you can apply it’s lessons.

Which is why I spend a lot of time educating via stories.

The elephant in the room

A couple years back, I was approached to ghost write a book.  It didn’t quite work out the way either of us planned, and so I became the co-author of the book.  It’s a book about the modeling business.

Well, it’s really a marketing book for models.  It’s the same advice I give to a lot of my other clients, couched in terms of the modeling industry, and sprinkled with liberal amounts of  “personality” from my co-author and the star of the show.

The dirty little secret is: I’m re-writing the book for two other industries.  Most of the info will be the same, just immersed in examples from that particular field the book’s targeted toward.

The elephant in the room: first, that I’ve got my name on a book covering an adult – possibly scandalous – topic.  And I’ve written a number of articles to expand on topics I didn’t feel were adequately covered in the book.

The blind men and the elephant.  We’re all familiar with the story of four blind men in a room with an elephant, each trying to guess at the whole by examining only a part with their limited senses.  A snake, for the man holding the trunk.  A boulder for the man feeling the side.  A tree for the man wrapping his arms around the leg.  And a palm frond for the man holding the ear.

In writing books exploring different aspects of marketing for different industries, I’m learning not only about those industries, but more about marketing as a whole.  I’m seeing it from different angles, defining and testing different marketing principles.  I’m practicing what I teach to interns: spend your career trying to prove the experts are wrong.  In doing so, I become a much better advocate for my clients who have no association with the industries in which my books and articles are set.

Expert advice

I was in Okinawa with a karate instructor last year for the Okinawa Karate Invitational Tournament.  Our home (or honbu) dojo is in Okinawa City, and we were training with the head of our organization.

Over a marvelously cold and delicious Orion beer one night, he vented to me that he was ticked at the reaction by several of his American students.  They were thrilled to receive personal corrections by the staff of the honbu dojo, and incorporated those corrections into their techniques immediately.

“These are exactly the same things I’ve been trying to get them to change.  Do they listen to me?  No!  But when they hear it from some Okinawan guy they’ve never seen before, it’s like a commandment from heaven!”

I held my tongue, since I didn’t want it ripped out of my head.  But he was exactly right – that’s what happened.

See, these people had paid thousands of dollars to travel half way ’round the world and mingle with instructors who mythically had karate-do bred into them.  Sage advice from a guy they’d never seen before, speaking an incomprehensible language – they were primed to take this advice! They’d paid for it in cash, in time, in sweat.  They made the modern equivalent of trek through unknown lands and up a forbidding mountain to hear wisdom from a wise man in a cave.

Familiarity breeds contempt.  As true now as it always has been.

If you are hard to get hold of, if you make your followers go through hell, if you charge them an arm and both legs, if they have skin in the game, people will follow your advice.

The Basics

I find that as we learn more and more about something – a task, a subject, a person – we tend to gloss over and eventually ignore The Basics.  We think we know everything about whatever or whomever, and jump right over the foundational things that got us to where we are now.  We start to run, without bothering to walk.

Starting to learn karate at age 36 was a real eye-opener.  I watched other people in the dojo, some who’d started before me, and others who’d come after.  I noticed that most people, regardless of their age, wanted to just plow ahead and learn the next technique, the next form (kata).  I felt like I didn’t fit in, because I felt I was being pushed along too quickly.  I knew there were deeper meanings about what I’d already been taught that I wasn’t being given the time to learn.

I’d never been on a learning spiral before, and it amazed me to see that the simple building blocks fit together and made up the more advanced techniques I was learning.  (I was one of those people whose natural learning process was self-directed, and made a steep – almost vertical – climb, until I hit something I didn’t intuitively understand.  Then I dropped that subject and went on to the next.)  Coming back around to something I’d already studied, this time from a higher level of experience, brought me a lot of knowledge and insight I could not have gotten the first time around.

It was when I started to teach karate that I began to appreciate The Basics.  Not just the basics of karate, but of anything.  Everything.  That’s when I decided I would offer internships at Agile’.  I began to see that anything which wasn’t built on a solid foundation was often useless.  Worse, it could be damaging to the person doing them.

Too often I see long-time marketers rushing in to deep, convoluted campaigns without making sure The Basics are in place.  And their clients, not knowing any better, simply pay the bills and think, “This is costing me an arm and a leg – it must be worth it!”  When the campaigns fall flat, when the new customers fail to arrive carrying armloads of cash, it’s the economy’s fault, or the media’s fault, or Joe in the mailroom.  It’s never the marketer, and never the customer.

When I’m hired by a client, I’m expected to be able to perform my job.  That’s why I’ve been hired; the client is an expert at what they do, and I’m an expert at marketing.  They don’t want to know what I know, they want me to reach into my black box of tricks and perform a miracle or three.

I do that better and more often than others, because I know and can apply The Basics.

Karate-do

Karate-do – the way of empty hand self defense.  I teach and train traditional Okinawan Goju-ryu (hard/soft style) karate-do.

Do means “way” or “path.”  A dojo is “the place to learn the path.”  Karate is a word made from two kanji – “kara” which means “empty” and “te” which means “hand.”

I teach and train at CNY Karate and Kobudo in East Syracuse, NY.  I hold the rank of nidan (2nd degree black belt) awarded through Seibukai (“Pure Heart Association”) Goju-ryu Karate-do International of Okinawa City, Japan, and presented to me by Sensei Marvin Labbate.

Being recognized as an expert

Most entrepreneurs are experts at whatever they’ve chosen to do.  I mean, why choose to be in a business you know nothing about?  Even if you go in knowing nothing, after performing every task in your business from low to high, you become an expert by default.

But what’s a recognized expert, and how can being one help your business boom?

Well, think about it this way.  How many times have you given free advice to friends, family and customers?  How many times do they actually follow that advice?  An expert doesn’t dole out the goodies – people seek them out, and pay a premium price for the wisdom that falls from their lips.  Some even actually follow the advice after paying for it.

A recognized expert has things about them that let people know they’re an expert at what they’re doing.  Experts write books, get interviewed in the media, and charge ridiculous prices for their products and services.  Prospective clients find it hard to get hold of experts.  Most importantly, a recognized expert is, well. . . recognized.  Someone else says they’re an expert.

Advanced degrees, awards, and certificates from outside organizations are all good indicators that the person is a recognized expert.  Books are still a sort of status symbol because the person seeing it can only imagine having the time to write their own book.  And it’s still presumed (although usually not correctly these days, with self-publishing and vanity publishing houses enjoying a strong upswing) that the book made it through a long and arduous editing process, where it could have been killed at any moment.

In short, a recognized expert is surrounded by the trappings of being a recognized expert.

An expert can promote their expertise easier.  They are sought out as someone outstanding in their field.  Recognized experts can afford to charge very high prices, and turn away time wasters.  They have time to put out mass-education products (books, seminars, etc.) and pick and choose their inner circle of high paying clients.

Most importantly, recognized experts no longer have to sell their products and services.  By dint of their “celebrity” status, people line up to buy because they want to.  They have been pre-sold by word-of-mouth from the expert’s fans, and by the expert’s appearances in editorial media.

This, in short, is what Agile’ does for it’s clients.  Dispensing with the warm and fuzzy explanation, we are kingmakers.  We put our clients in the position of being the go-to person in their industry or niche.

Where’s the brand?

I pick 100 people off the street and ask them their impressions of – their thoughts and feelings about, and experiences with – a famous fast food restaurant.

That set of impressions is the brand for that restaurant.  So yes, that restaurant has approximately 100 brands for every 100 people.

A brand is not a logo, or a slogan, or an animated cartoon animal.  It resides only in the minds of customers, potential customers, peers, rivals and employees.  It is not in the mind of the people in charge.  What’s in their mind is how they want all those other people to feel when their company name is mentioned, or their logo is seen.

Think about it this way.  I mention having seen our Uncle Bernie.  In your mind, you see a slightly drunk, unshaven guy of about 65.  You think of him as the guy who ruined your 13th birthday party, someone who yelled at your mother and made her cry.  Meanwhile, I’m thinking of the well-dressed, clean cut older gentleman who likes to cook for his adoring wife.  We’re both thinking about the same person, but our perceptions – the thoughts we think when we hear “Uncle Bernie”- are totally different.  Uncle Bernie has at least two different “brands.”

When people talk about “branding their company,” what they really mean to say is they are attempting to influence the perception of their business in the minds of current and potential customers.

For a more detailed exploration, see my article Commodity Vs Brand.

TORTHASBITTAP

People decide to get a booth for their business at trade or business shows for several reasons.  They decide it’s a good place to show off new product, or to make industry contacts.

Sometimes, they decide that the show is being held in a location they’ve always wanted to visit (Vegas!) and they can write off the expense.

The most common reason I’ve heard over the years is that their competition is doing it, so that person needs to have a booth at the show, too.

I have one rule for trade and business shows, and I know I sound like the obnoxious SOB I am, because when my clients try to tell me their reasons for going to the show this year, I repeat the acronym above louder and louder.  I talk over them until they get the idea and go quiet.  It’s pronounced exactly the way it’s spelled.

TORTHASBITTAP.  Remember it.

The Only Reason To Have A Show Booth Is To Turn A Profit.

All other “reasons” are excuses. If you don’t have a process in place to turn a profit, don’t go.