Archives for Customer Service

The New Rules for Branding – Getting Edgy or Getting Lost in the Noise of YOUR Marketplace

January 7, 2013

The biggest enemy to your business these days is being average.  With mass customization, free information, and a tight economy, you need to drive your branding image.  What are the new rules for branding? 1 – It must have a plot or a storyline.  Think Disney.  Chipotle has it’s brown bags with stories on them.  Harley is about terrorizing small towns (see previous blog post) 2. It must be unique to stand out.  Unless you have a BHAC (Big Hairy Audacious Concept) you have beige, average, pedestrian. 3. It must fill a need or create a new mind set for
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Creating Ardent Customer Fans . . . lessons learned from a Coke Machine, Trader Joes, and Frequent Flyers

November 9, 2012

Are your customer’s ardent fans?   Do they tell others about your offerings without your prompting? Consider a recent trip I made to a local hamburger place.  These GUYS (5 of them) recently switched their soft drink dispensing machine to a high tech, complex juggernaut.  You put your glass into one slot and then, by pushing various buttons on a screen, get your drink. After inserting my paper cup, I studied the screen, which  is covered with images of choices.  Water, flavored water, the cola and diet cola offerings along with the various lime, cherry additives and on and on and
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Carbon . . . when average is for pencils but with Synergy it becomes diamonds – a sales pitch on the Synergy Selling System

November 16, 2011

Do you want high performance sales people? In it’s simple form carbon makes every pencil useful.  But take the same carbon and add additional forces and then polish . . . and the average becomes extraordinary. Are you sales reps average?  Would you like to develop some diamonds? Our Synergy Selling System© gets your sales people to: Increase Sales with skills that create customer experiences! Develop prospecting plans for explosive sales Move away from “price” and improve margins (teach your people how to differentiate your brand/value) Learn how to leverage time and resources to multiply sales Connect with customers as
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Why Your Customers Want YOU Sneaky

October 6, 2011

In the case are four Apple fritters sequestered amongst powdered, Halloween sprinkles, and beautiful glazed doughnuts. I have heard about these legendary treats for years but have never been able to be here on Wednesday, the only day that they are made, to claim one for myself. Because George sells out of doughnuts, all of his inventory, every day by noon… You have to time your arrival on the exact date to get into Apple heaven.
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To REALLY get a Promotion you have to transfer into this department

August 16, 2011

They are the best of the best. Handsome and beautiful in a honest, aw-shucks way. They are the troops of the Guest Services department at Disney. These young men and women have the honor of being the host and hostess for visiting dignitaries, for treasured guests. Recently I approached Sarah and Nathanel at Disneyland. They stood in front of a huge sign that posted waiting times for the major attractions. When I asked what it takes to get into the core of Guest Services they responded, “you cannot hire into this group. You must interview and get promoted from other
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The first one to blink will . . . . .

August 12, 2011

Snow White, Sleeping Beauty and Cinderella were at the head of the respective lines waiting to perform their magic on the waiting masses of young lasses in Toon Town at Disneyland. It was clear that each “actor” had been chosen from thousands of applicants, since each was indeed an incarnate of their cartoon counterpart.
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“Excuse me. You have a French fry sticking out of your nose.”

June 21, 2011

Five Guys hamburgers.  Visions of red and white checked decor, with peanuts in shells to distract you while your burger is customized in it’s assembly and you are assaulted with the French fry experience. Assaulted?  By French fries?  Experience? To the uninitiated.  You can pay less to get a hamburger at almost every other fast food joint in town.  But then you are not vacuumed into the experience of a Five Guys . . . “burger and fries” (I know the rhyming is too much).  The added price is worth the price of admittance. There on the wall is the
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