We need to be brilliant at selling our ideas to clients via video if we are to survive the Twilight Zone of marketing. Here’s how!
Tag Archives | client service
Agency leaders take heart! Our clients need us and what we can deliver to their businesses now more than ever. But we need to tread cautiously.
I have discovered the secret to making sure your job is filled with great moments, experiences and buzz. It’s the key to preventing staleness, stagnation and depletion. Seriously- they should make a movie about it. Here it is.
I got the clue watching the movie “The Grand Budapest Hotel.” The aged hotel owner, who occasionally returns to the hotel where he started out as a Bell Boy, always stays in the smallest room, with no bathroom. Later, in the flashbacks, we see it’s the room he lived in as a young lad, when he was learning the trade, and having a blast. And that reminded me of another great movie, “Citizen Kane”, where the defeated, miserable, sad media tycoon, on his deathbed, murmurs “Rosebud…Rosebud….” The camera takes us to the attic of his house where we discover the name of his childhood snow sleigh was just that.
You see, both depleted men returned to the source of their greatest happiness- and wanted to spend time in that memory again. And here’s the insight I got from that- powerful and real. And I am putting it into action right now.
My favorite hotel stuffed up a critical ‘moment of truth’ last week. So basic. So damaging. And a powerful lesson for us all. If you have clients, then read this post. Follow this one tip, and you’ll keep clients longer- much longer. Here’s how.
I’ve stayed at the hotel once a month for 14 years. Loyalty personified. Last Tuesday, having booked my normal style of room on an important visit accompanied by family, I was given the worst room in the hotel- wrong bed configuration, and a heavy smoker clearly having recently frequented it. Wrong. All wrong. I asked to change rooms. Hotel fully booked. I asked again. Minimal response. “But it was not what I booked,” I pleaded. Bad luck- it’s all we have. I rushed off to a meeting. Tried to resolve by phone. The outcome- it does not matter. Here’s the point.
This hotel failed in the most basic imperative of outstanding client service. Here it is:
I was reading a book written by Facebook for its staff when I saw something that genuinely excited and inspired me. It endorses everything I believe about leading high performance teams. It’s a habit Facebook embraces: it underpins excellence. It’s an approach that will make your team a winner. Here it is.
Facebook and the great Manchester United coach Sir Alex Ferguson have one thing very much in common.
Sir Alex would focus less on training technical skills, and more about inspiring players to strive to do better, and to never give up. He recruited what he calls ‘bad losers’, and demanded that they work extremely hard. Over the years, this attitude became contagious- players didn’t accept teammates not giving it their all. The biggest stars were no exception. Facebook’s mantra is similar, and hugely inspiring. Here it is:
We were celebrating our client’s triumph in the most hostile takeover in Australian corporate history when its Chief Executive sobered the mood with a warning that has stayed with me ever since. It is a massive ‘watch out’ for businesses and ourselves. Do you suffer from this fatal flaw?
When client Campbell Soup Company launched a takeover bid for Australian biscuit maker Arnotts in 1991, the newspaper headline screamed : ”US Cookie Monster Wants To Gobble Our Arnotts.” So began a hugely emotive and aggressively fought takeover war, which ended with Campbell’s gaining control at the last gasp against all expectations.
The celebration cocktail party was in full swing a few weeks later, all the advisors and client executives in fine form, when Campbell CEO David Johnson (coincidentally- an Australian), gave us this chilling warning during his speech. “Enjoy the moment, “he said, “but be very careful. Because, remember this…..”
Thank you for subscribing!
Thank you for subscribing!
- Chris Savage: Thanks Mike- appreciated!!! I’ll let you borrow ...
- Mike Boyd: Quick tip for everyone - to save the SUPER-HIGH-RE...
- Carolyn Hyams: Really helpful advice Chris. I'm going to share w...
- Chris Savage: Great to hear from you, Andy. I like your definiti...
- Chris Savage: Thanks Grant. Agree!...
- How I got lucky this week - and what I did about it! https://t.co/rQRbdz4Bho 1 year ago
- Keep your eyes peeled for 'moments of luck'. Then ROL like crazy! https://t.co/rQRbdz4Bho 1 year ago
- Maximising 'return of luck' is a must-do for success. Here's why: https://t.co/rQRbdz4Bho 1 year ago
- Hey punk, do you feel lucky? Here's what to do with luck: https://t.co/rQRbdz4Bho 1 year ago
- Are you getting enough ROL? It's vital to thriving. Read on. https://t.co/rQRbdz4Bho 1 year ago