I heard a piece on NPR recently that discussed the rise of “extreme marketing”. The announcer discussed a convenience store that installed a 20 inch plasma TV inside the store to entice patrons to stay longer and buy more products. A KFC (Kentucky Fried Chicken) initiative was described that provided office workers with a delivered lunch. A spokesman said, “If you smell it you’ve got to have it.”
I don’t know if I would call this “extreme.” Vendors have been giving away popcorn at trade shows for years. The smell of freshly popped popcorn attracts individuals the vendor wants to talk to like food attracts flies. Starbucks has sold millions of cups of very expensive coffee by creating an environment where the smell of freshly brewed coffee and the comfort of an overstuffed couch create an environment for personal and professional gatherings (and lots more cups of coffee).
Maybe “extreme marketing” is rather full sensual marketing. See it, smell it, hear it, feel it, taste it and create an experience your customers want to tell others about. That will create an advantage that will separate your product or service from all the clutter.
Now how do you create an environment to sell a regulated pharmaceutical product? If this were easy everyone would be doing it!
Until next time – all the best!
RolandB
Thursday, August 30, 2007
Friday, August 24, 2007
Capitalizing on a memorable event
I experienced a live example of word of mouth marketing last weekend while in California for a visit. My sister took me to an AT&T store she was working with to see Joe Beimel, a relief pitcher for the Dodgers. He signed a couple of baseballs for my boys and we had a nice conversation. While we were there the store manager took a picture of us from her cell phone and while we were still in the store sent the picture to my sister's cell phone (well this is AT&T wireless). My sister forwarded the picture to my cell phone. I could then send it to anyone. Note all of the AT&T accessories in the background.
Just so you don't confuse us Joe is in the middle. We went to Dodger Stadium later that day and saw him pitch. I’m going to hold on to this picture. If the Dodgers make it to the World Series and Joe wins a key game well …………. I have this picture.
The event got me thinking. How many times have I been to a bookstore, or a sporting goods store or a cell phone store to meet a celebrity and get an autograph? Did the event leave a positive impression? It probably did. Now did the sponsoring organization follow up with me in any way? Most likely unless I bought something right there on that day the organization lost an opportunity to create and nurture a lasting relationship.
AT&T took the picture, sent it to my sister (now they know her email address) and she forwarded it to me. Who knows who I may forward it to? AT&T could make it even easier for me to tell a friend. They could drop the picture into a template with links back to their site or to coupons which promote the products on the wall. They could include a link to information on Joe Beimel. He seems like a great guy. I would think he and the Dodgers would appreciate the publicity. The emails I forward and/or the coupons I redeem can be tracked. AT&T has another way to measure the amount of business they get from this event which may help them justify sponsoring more of them in the future. Sounds like a win/win.
Good luck Joe!
Until next time – All the best!
RolandB
Just so you don't confuse us Joe is in the middle. We went to Dodger Stadium later that day and saw him pitch. I’m going to hold on to this picture. If the Dodgers make it to the World Series and Joe wins a key game well …………. I have this picture.
The event got me thinking. How many times have I been to a bookstore, or a sporting goods store or a cell phone store to meet a celebrity and get an autograph? Did the event leave a positive impression? It probably did. Now did the sponsoring organization follow up with me in any way? Most likely unless I bought something right there on that day the organization lost an opportunity to create and nurture a lasting relationship.
AT&T took the picture, sent it to my sister (now they know her email address) and she forwarded it to me. Who knows who I may forward it to? AT&T could make it even easier for me to tell a friend. They could drop the picture into a template with links back to their site or to coupons which promote the products on the wall. They could include a link to information on Joe Beimel. He seems like a great guy. I would think he and the Dodgers would appreciate the publicity. The emails I forward and/or the coupons I redeem can be tracked. AT&T has another way to measure the amount of business they get from this event which may help them justify sponsoring more of them in the future. Sounds like a win/win.
Good luck Joe!
Until next time – All the best!
RolandB
Monday, August 20, 2007
The show must go on ………..
One the things I enjoy doing is to attend the theatre. This past weekend I visited my sister in Los Angeles. She took me to see Jersey Boys at the Ahmanson Theatre on Friday night (Aug 17). Jersey Boys is the story of Frankie Valli and the Four Seasons. The show is packed with fantastic songs, great acting and, as in most shows from Broadway, seamless transition from one act to the next. About half way through the second act the show suddenly stopped. A trap door had opened unexpectedly and one of the lead actors had fallen partially into the hole. We noticed the actor fall but he got off stage and no one realized he was hurt until the next act started without him.
The show stopped for about 15 minutes then it was announced that one of the understudies and an actor in several secondary roles, Eric Gutman, would now be in the main role and another actor had taken his spot. It was a bit different watching Eric in the role of Bob Gaudio, the “magic” had been broken due to the delay and he looked different, but as the play progressed I noticed how well Eric fit into the role. He knew his stuff. This wasn’t the second string. He was good.
Eric’s comments about what happened are on his blog.
The whole incident got me thinking about being prepared for the unexpected. I know my son has been disappointed when he didn’t start in basketball. We have discussed what it means to be a bench player. The 6th, 7th, 8th man needs to be physically and mentally ready to come off the bench to help the team. Well here is a case where the lead got hurt with over 2000 people in the audience and the show had to go on. The understudy was trained and ready. He shifted gears, concentrated on the objective and gave a memorable performance.
The Boy Scout motto is “Be Prepared”. We try to teach the boys to be ready for anything. Friday night’s performance brought it all to life.
Until next time – All the best!
RolandB
The show stopped for about 15 minutes then it was announced that one of the understudies and an actor in several secondary roles, Eric Gutman, would now be in the main role and another actor had taken his spot. It was a bit different watching Eric in the role of Bob Gaudio, the “magic” had been broken due to the delay and he looked different, but as the play progressed I noticed how well Eric fit into the role. He knew his stuff. This wasn’t the second string. He was good.
Eric’s comments about what happened are on his blog.
The whole incident got me thinking about being prepared for the unexpected. I know my son has been disappointed when he didn’t start in basketball. We have discussed what it means to be a bench player. The 6th, 7th, 8th man needs to be physically and mentally ready to come off the bench to help the team. Well here is a case where the lead got hurt with over 2000 people in the audience and the show had to go on. The understudy was trained and ready. He shifted gears, concentrated on the objective and gave a memorable performance.
The Boy Scout motto is “Be Prepared”. We try to teach the boys to be ready for anything. Friday night’s performance brought it all to life.
Until next time – All the best!
RolandB
Wednesday, August 15, 2007
I shall not pass this way again ....
I’ve carried a card in my wallet ever since my father in law died over 20 years ago.
It is a short poem - I shall pass through this way but once, if therefore there be any kindness I can show or any good I can do for my fellowman let me not defer or neglect it for I shall not pass this way again.
I was reminded of that poem this evening. A story on NPR stated that over 5% of Idaho is currently on fire. The correspondent interviewed a number of people in Salmon Idaho, a town of 3,000 people on the Montana border, and said that rafting on a very famous and scenic portion of the Salmon River was threatened due to fire and smoke.
A little over a month ago my family and I were in that very spot rafting down "the river of no return.” We had a blast.
I’m the one in the back of the boat. According to the NPR story the river and the gorges are still there but the trees may be gone for a very long time.
A friend told me that every time you cross a river it is different than the last time you crossed it.
I shall not pass this way again …
How many times do we stop and really appreciate what we have today, now.
Life is dynamic. We don’t know what will happen tomorrow. Appreciate what you have today!
Until next time – All the best!
RolandB
It is a short poem - I shall pass through this way but once, if therefore there be any kindness I can show or any good I can do for my fellowman let me not defer or neglect it for I shall not pass this way again.
I was reminded of that poem this evening. A story on NPR stated that over 5% of Idaho is currently on fire. The correspondent interviewed a number of people in Salmon Idaho, a town of 3,000 people on the Montana border, and said that rafting on a very famous and scenic portion of the Salmon River was threatened due to fire and smoke.
A little over a month ago my family and I were in that very spot rafting down "the river of no return.” We had a blast.
I’m the one in the back of the boat. According to the NPR story the river and the gorges are still there but the trees may be gone for a very long time.
A friend told me that every time you cross a river it is different than the last time you crossed it.
I shall not pass this way again …
How many times do we stop and really appreciate what we have today, now.
Life is dynamic. We don’t know what will happen tomorrow. Appreciate what you have today!
Until next time – All the best!
RolandB
Tuesday, August 14, 2007
A Marketer’s Paradox
Ever have a good idea …. a great idea ……. no one in your line of business has it. Your idea will allow your company to stand out. If it is successful your product or service will soon rocket to the top of market …. every marketer’s dream.
You present your idea to your management team. You ask for money to implement the project. As you look around the room people shift in their seats and catch each other’s eye. Finally a bold individual says, “It’s obvious that you are very passionate about this idea and you’ve given it a lot of thought. If this is so good why isn’t anybody else doing it? What makes you think it will work? Maybe we should think about this for a while.” The group nods and your idea ends up on the “further study” pile.
Seth Godin may call your unique unproven idea a Purple Cow. There a lots of brown cows and black cows. In his opinion cows are boring. In order to stand out a company needs to be remarkable. In a book by the same name he writes “a purple cow describes something phenomenal, something counterintuitive and exciting and flat out unbelievable.” Godin says Starbucks and Krispy Kreme are good examples of companies with purple cow ideas.
An observation I've made is it always is easy to look back and see what ideas worked, it is much harder to look forward (and convince others) about the next purple cow idea. If I knew in advance which horse would win I’d be a fool not to bet on it.
Andy Sernovitz writes a very popular blog, “Damn! I wish I’d though of That!” where he shares great ideas. One thing is for sure, a remarkable company needs to keep moving. A purple cow today soon becomes a brown one tomorrow as copy cats race into the arena.
So how do you create a purple cow, get permission and funding from your team to try and to implement it successfully?
That is a marketer’s paradox.
So here are some thoughts.
You present your idea to your management team. You ask for money to implement the project. As you look around the room people shift in their seats and catch each other’s eye. Finally a bold individual says, “It’s obvious that you are very passionate about this idea and you’ve given it a lot of thought. If this is so good why isn’t anybody else doing it? What makes you think it will work? Maybe we should think about this for a while.” The group nods and your idea ends up on the “further study” pile.
Seth Godin may call your unique unproven idea a Purple Cow. There a lots of brown cows and black cows. In his opinion cows are boring. In order to stand out a company needs to be remarkable. In a book by the same name he writes “a purple cow describes something phenomenal, something counterintuitive and exciting and flat out unbelievable.” Godin says Starbucks and Krispy Kreme are good examples of companies with purple cow ideas.
An observation I've made is it always is easy to look back and see what ideas worked, it is much harder to look forward (and convince others) about the next purple cow idea. If I knew in advance which horse would win I’d be a fool not to bet on it.
Andy Sernovitz writes a very popular blog, “Damn! I wish I’d though of That!” where he shares great ideas. One thing is for sure, a remarkable company needs to keep moving. A purple cow today soon becomes a brown one tomorrow as copy cats race into the arena.
So how do you create a purple cow, get permission and funding from your team to try and to implement it successfully?
That is a marketer’s paradox.
So here are some thoughts.
- Understand your customer and your influencers. What need will your new idea meet? What benefit will it provide? Will your customers see the idea as remarkable? Will they tell their friends?
- How does your customer communicate today? How may they communicate tomorrow? How can you make it easy for them to tell others about your product/service?
- Ask yourself - what technologies are available to help you communicate with your customers/influencers in a non traditional way? Learn everything you can.
- Diversify your risks. Your idea is new and innovative. Surround yourself with people who are experts in the process, and the technology you are depending on to implement your idea.
- Is what you are doing legal? The first thing your competition will argue is “they can’t do that.” Stay one step ahead of them.
- Start something. Keep pushing. Keep the dream alive.
A purple cow example
I was at a seminar recently where I saw a couple of potential purple cows in the same meeting. Bryan Gray and his staff at MediaSauce, a Carmel IN based multimedia company recently hosted a seminar on Web 2.0, an explanation of what is happening in the new interactive worldwide web. The primary presenter, Sarah Robbins (more on her in a minute), is an expert in the technology and is well known in the field. Bryan and Sarah presented information on a number of interesting topics that I might be able to use in the near future. I found out this was the first of a regular series of seminars. The seminar was free.
What made this a purple cow (in my opinion) is that MediaSauce is now an expert in Web 2.0. Need an innovative way to get your message across – use MediaSauce. At least include them in the mix. Have a friend, or a boss you need to educate in this new technology, bring them to the next meeting. I may not be ready to buy now but if I am I’ll know who to call.
Bryan and MediaSauce are taking a gamble. The seminars cost money. Members of the staff are not creating billable hours by attending a seminar. Valuable information is being shared for free. What is the ROI? My feeling is this is a purple cow and once MediaSauce is successful more agencies will be doing it.
The second example of a purple cow is Sarah herself. Sarah “intellagirl” Robbins is director of emerging technologies at MediaSauce. She has a distinctive look.
That’s Sarah on the right.
Her job is to focus on current and future tools of the trade. In her "free" time she is working on a PhD in rhetoric and composition and researching how to teach it in Second Life, an online digital world owned by its residents. Not only does she know about something, she lives it and my guess is that she has a huge network of folks that will help her develop the next killer ap.
A statement your team may make is: Every idea is not a purple cow. Absolutely!! There are plenty of Puk-Green ones out there. Your job as marketing guru is to help your organization separate the remarkable from the boring from the outright bad.
Now how do I use what I learned to help my business? How can I take advantage of this new interactive world? Will doctors and nurses sign on to Second Life to understand a new pharmaceutical product? I don’t know. Wait a minute, what if every inhabitant of Second Life for no reason came down with a case of head lice?? They would need something to get rid of them. On a larger scale what if 40% of them had high cholesterol? Pfizer are you listening. …..
Time to leave the virtual world and come back to reality.
Don’t be scared to come up with ideas that are different. Test them out. Be remarkable. You may be surprised with what you come up with.
Until next time – All the best!
RolandB
Friday, August 10, 2007
A “Can Do” attitude
My wife and I went to a barbeque last weekend. Admission was free. There was a silent and a regular auction to raise money. We dined on burgers, hot dogs, and Indiana corn on the cob. The event was typical of many that Sue and I had attended over the years.
What made this event special were the attendees. Many had Parkinson’s disease. They were all ages. Some had a hard time walking and/or speaking. Others were less affected. All of the attendees had a common story, Rock Steady Boxing made a significant positive impact in their lives.
Rock Steady was founded by Scott Newman, Vince Perez and Kristy Follmer. (see Scott's original story below) Scott discovered he had Parkinson’s disease during his second term as elected prosecutor of Marion County (Indianapolis) Indiana. A few years ago Vince began working out with Scott and taught him to box. Over time Scott’s physical and mental condition improved. So much so that Scott was able to raise money for and start Strand Analytical Laboratory. I met Scott through Strand. My wife Sue had met Kristy through Rock Steady.
Rock Steady Boxing Foundation was founded to give people with Parkinson's disease hope. This non-profit organization offers a variety of classes designed to motivate and empower members through rigorous, but non-competitive, boxing lessons. The organization offers free classes to those who have Parkinson’s disease. They raise money by offering classes for Executives and Women and by accepting donations.
This brings me back to last Saturday and our table conversation over hamburgers. A gentleman at our table had been diagnosed with Parkinson’s for about a year. He found out about Rock Steady in March and was now attending the program 4 times a week. “It saved my life” he told me. “I could only jump rope 3 reps when I started. I had given up golf, a sport I love. Now I’m jumping rope 40 at a time and I’m playing golf again.” We talked to numerous individuals and their spouses with the same story. They heard about Rock Steady and now they were regulars. Exercise, a compassionate staff, and friendship with the other boxers and made their lives a bit easier.
I don’t know if it is the boxing, the exercise, the movement, or the interest that members of the group had for each other that is so overwhelming and is helping to delay the devastating effects of Parkinson’s disease. Perhaps it is a combination of all of these. I’m not a doctor but it is easy to see that Scott, Kristy, Vince and the members of Rock Steady are on to something very powerful and very good.
Contributions are accepted.
Until next time – All the best!
Roland
----------------------------------------------------------------------
Kristy posted an introductiory video on YouTube
In Scott’s own words, an article from the Indianapolis Star
July 18, 2007
My view: Scott C. Newman
Battling disease, competition with a one-two punch
At the airport on the way to the "Desert Showdown" (World Amateur Boxing Championships in Coachella, Calif.), it hits home with me that my friend could get seriously hurt. And there I'll be, paralyzed next to an empty corner stool, a towel clutched in my hand. Sparring is one thing, but every competitor bounds into the ring intent upon killing the other guy. They will want to finish my friend, sure enough. He's not from around here. They don't know him; haven't even heard of him.
My friend is Vincent Perez, and his opponent won't know or care about what I'm about to tell you. But it began when I was ready to throw in the towel about four years ago, giving in to the Parkinson's disease that was pummeling me into a shadow of my former self. I had hit the canvass. I took to my bed and my cringing self-pity, and I felt sure that my Creator was calling the count over my increasingly lifeless body. I couldn't sign my name. I couldn't type, as I am doing now.
Vincent Perez -- at the time just a favorite acquaintance and fellow self-absorbed malcontent -- stepped forward out of nowhere and said, "I am your cornerman and your trainer. Now get up!"
Vince taught me how to box. He worked me mercilessly five and six days a week, until my body convinced my damaged dopamine-producing brain cells that we could fight back. And fight back we did, with Vince crowning me with abuse, ridicule and occasional faint praise. One of his rare compliments came six months into our slapped-together rehabilitation program. "I could take you into a real boxing gym now, and not be embarrassed to be seen with you."
Prodded by the sheer excitement of not being a disgrace to boxing, we began to plan a boxing facility where I could continue to develop my nearly adequate skills largely in private. Privacy helped because, still affected by Parkinson's, I was prone to demoralizing "freeze-ups," when I would suddenly stand transfixed, unable to recall the muscle memory to pound the heavy bag as I had been doing only moments earlier.
We kept at it, and eventually (with enormous help from a great friend) built something portentously known as "Rock Steady Boxing" on Indy's Eastside.
An amazing thing was happening. I was getting better. Physically stronger, quicker, more flexible, more alert, more confident, able to sign my name and type on a computer. All this, without adding a single microgram of the side-effect-ridden medications for Parkinson's. With every punch, I imagined myself beating my disease into some kind of submission. It's a battle I'll lose eventually but -- thanks to Rock Steady Boxing -- it's going to take a lot longer to count me out.
Rock Steady Boxing last fall opened its doors, free of charge, to all those with Parkinson's who can climb into our full-scale boxing ring. Vince and our other principal boxing trainer -- former world second-ranked boxer Kristina Rose Follmar -- aren't always "nice." We give our trainees the same respect that Vince gave me -- high hopes, constant challenge, a healthy dose of tough talk, but in a jauntily supportive atmosphere. Here, no one is ashamed of his or her symptoms, and all share a commitment to fighting their way off the ropes and "finishing strong," in life as in each round of a boxing match.
Our boxing-based fitness program has already begun to work small miracles for our fighters, who now number in the dozens. Small victories fill us with joy. Like Bill, who stands up so much straighter now. Or Ron, who like many Parkinson's patients doesn't talk much. When I called out a week ago, "See you next time, Ron," he shot back, in full voice, "You GOT it!"
I still can't lay a glove on Vince Perez, which brings me back to this airplane flight, where my hands fly over the keyboard on my way to Coachella. There, roles will be reversed, and Kristy Rose and I will work the corner for one Vincent Perez, Rock Steady Boxing's first sponsored competitive fighter. At age 40, at 138 pounds and in fighting trim, Vince will return to the ring for the first time since his successes 15 years ago as a Golden Gloves champ.
There won't be enough room in the corner of a regulation boxing ring to fit all the people back home who are standing behind Vince. But whether Vince wins or loses, the fighters gathered to compete at a casino in the desert will know, just like old Parkinson's, that they were in a fight.
What made this event special were the attendees. Many had Parkinson’s disease. They were all ages. Some had a hard time walking and/or speaking. Others were less affected. All of the attendees had a common story, Rock Steady Boxing made a significant positive impact in their lives.
Rock Steady was founded by Scott Newman, Vince Perez and Kristy Follmer. (see Scott's original story below) Scott discovered he had Parkinson’s disease during his second term as elected prosecutor of Marion County (Indianapolis) Indiana. A few years ago Vince began working out with Scott and taught him to box. Over time Scott’s physical and mental condition improved. So much so that Scott was able to raise money for and start Strand Analytical Laboratory. I met Scott through Strand. My wife Sue had met Kristy through Rock Steady.
Rock Steady Boxing Foundation was founded to give people with Parkinson's disease hope. This non-profit organization offers a variety of classes designed to motivate and empower members through rigorous, but non-competitive, boxing lessons. The organization offers free classes to those who have Parkinson’s disease. They raise money by offering classes for Executives and Women and by accepting donations.
This brings me back to last Saturday and our table conversation over hamburgers. A gentleman at our table had been diagnosed with Parkinson’s for about a year. He found out about Rock Steady in March and was now attending the program 4 times a week. “It saved my life” he told me. “I could only jump rope 3 reps when I started. I had given up golf, a sport I love. Now I’m jumping rope 40 at a time and I’m playing golf again.” We talked to numerous individuals and their spouses with the same story. They heard about Rock Steady and now they were regulars. Exercise, a compassionate staff, and friendship with the other boxers and made their lives a bit easier.
I don’t know if it is the boxing, the exercise, the movement, or the interest that members of the group had for each other that is so overwhelming and is helping to delay the devastating effects of Parkinson’s disease. Perhaps it is a combination of all of these. I’m not a doctor but it is easy to see that Scott, Kristy, Vince and the members of Rock Steady are on to something very powerful and very good.
Contributions are accepted.
Until next time – All the best!
Roland
----------------------------------------------------------------------
Kristy posted an introductiory video on YouTube
In Scott’s own words, an article from the Indianapolis Star
July 18, 2007
My view: Scott C. Newman
Battling disease, competition with a one-two punch
At the airport on the way to the "Desert Showdown" (World Amateur Boxing Championships in Coachella, Calif.), it hits home with me that my friend could get seriously hurt. And there I'll be, paralyzed next to an empty corner stool, a towel clutched in my hand. Sparring is one thing, but every competitor bounds into the ring intent upon killing the other guy. They will want to finish my friend, sure enough. He's not from around here. They don't know him; haven't even heard of him.
My friend is Vincent Perez, and his opponent won't know or care about what I'm about to tell you. But it began when I was ready to throw in the towel about four years ago, giving in to the Parkinson's disease that was pummeling me into a shadow of my former self. I had hit the canvass. I took to my bed and my cringing self-pity, and I felt sure that my Creator was calling the count over my increasingly lifeless body. I couldn't sign my name. I couldn't type, as I am doing now.
Vincent Perez -- at the time just a favorite acquaintance and fellow self-absorbed malcontent -- stepped forward out of nowhere and said, "I am your cornerman and your trainer. Now get up!"
Vince taught me how to box. He worked me mercilessly five and six days a week, until my body convinced my damaged dopamine-producing brain cells that we could fight back. And fight back we did, with Vince crowning me with abuse, ridicule and occasional faint praise. One of his rare compliments came six months into our slapped-together rehabilitation program. "I could take you into a real boxing gym now, and not be embarrassed to be seen with you."
Prodded by the sheer excitement of not being a disgrace to boxing, we began to plan a boxing facility where I could continue to develop my nearly adequate skills largely in private. Privacy helped because, still affected by Parkinson's, I was prone to demoralizing "freeze-ups," when I would suddenly stand transfixed, unable to recall the muscle memory to pound the heavy bag as I had been doing only moments earlier.
We kept at it, and eventually (with enormous help from a great friend) built something portentously known as "Rock Steady Boxing" on Indy's Eastside.
An amazing thing was happening. I was getting better. Physically stronger, quicker, more flexible, more alert, more confident, able to sign my name and type on a computer. All this, without adding a single microgram of the side-effect-ridden medications for Parkinson's. With every punch, I imagined myself beating my disease into some kind of submission. It's a battle I'll lose eventually but -- thanks to Rock Steady Boxing -- it's going to take a lot longer to count me out.
Rock Steady Boxing last fall opened its doors, free of charge, to all those with Parkinson's who can climb into our full-scale boxing ring. Vince and our other principal boxing trainer -- former world second-ranked boxer Kristina Rose Follmar -- aren't always "nice." We give our trainees the same respect that Vince gave me -- high hopes, constant challenge, a healthy dose of tough talk, but in a jauntily supportive atmosphere. Here, no one is ashamed of his or her symptoms, and all share a commitment to fighting their way off the ropes and "finishing strong," in life as in each round of a boxing match.
Our boxing-based fitness program has already begun to work small miracles for our fighters, who now number in the dozens. Small victories fill us with joy. Like Bill, who stands up so much straighter now. Or Ron, who like many Parkinson's patients doesn't talk much. When I called out a week ago, "See you next time, Ron," he shot back, in full voice, "You GOT it!"
I still can't lay a glove on Vince Perez, which brings me back to this airplane flight, where my hands fly over the keyboard on my way to Coachella. There, roles will be reversed, and Kristy Rose and I will work the corner for one Vincent Perez, Rock Steady Boxing's first sponsored competitive fighter. At age 40, at 138 pounds and in fighting trim, Vince will return to the ring for the first time since his successes 15 years ago as a Golden Gloves champ.
There won't be enough room in the corner of a regulation boxing ring to fit all the people back home who are standing behind Vince. But whether Vince wins or loses, the fighters gathered to compete at a casino in the desert will know, just like old Parkinson's, that they were in a fight.
Wednesday, August 8, 2007
Steak n Shake – they are listening!
The home of the “steakburger” has a few healthy alternatives.
I had lunch yesterday with a friend at the Steak ‘n Shake restaurant in Circle Center Mall in downtown Indianapolis. My son had given me a page of coupons from the Sunday paper. My wife had put me on notice that I need to start to eat healthy.
I tried the apple and walnut salad combination (only $4.99 with the coupon). It was fantastic! The restaurant was incredibly busy. During the course of the meal a waitress dropped a tray of drinks directly behind me. I just missed a very cold and sticky shower. My shoes got a bit wet but it was no big deal to wipe them off and move to another chair at the table we were sitting at.
Later the very apologetic waitress came over and offered us both free milkshakes. Well it seems they now have fruit and frozen yogurt shakes. What a treat.
Steak ‘n Shake is doing a few things well.
1) They seem to have heart healthy food that parents may want to eat. I hope the new menu items are successful and stay around.
2) They used a very good coupon deal to get me to try it.
3) Accidents happen. I never asked for any special treatment but was offered some free food to make up for an inconvenience. I ended up trying something I had not ordered before but will most likely order again.
The next time my kids want to go out to eat I may just suggest Steak ‘n Shake.
Until next time – All the best!
Roland
Quotes - Be careful what you say
I read an article in the paper this morning - I was quoted - My first thought was "did I say that". Sure enough I did but the end result came out different than I meant it. Many of you will probably say "join the club" or "next time don't talk to reporters."
Dana Knight a local business writer sent me an email last week and was looking for ideas for a story she was writing about correlations between TV and real bosses. She mentioned a few to get my mind started. Sam from Cheers, Charlie from Charlie's Angels, Judge Judy, Donald Trump. I started thinking she is missing some good personalities and sent her the following reply.
I’ll have to think about your TV boss question. You may be missing a few good ones. Mr. Peterman and George Steinbrenner (maybe I watch too much Seinfeld). There is always Mr. Burns from the Simpsons. I’m not saying I worked with any of those characters though …..
Her article appeared this morning with this quote
"Roland Bydlon, who works in Carmel, didn't have an answer when asked about his boss, but he did say three memorable TV bosses come to mind: Mr. Peterman from "Seinfeld," George Steinbrenner from the New York Yankees and Mr. Burns.
"I'm not saying I worked with any of those characters, though," he wrote in an e-mail."
Dana quoted me correctly but it just didn't come out right. What I meant to communicate was when you talk to people you may want to add these characters to your list. Now I was quoted for everyone to see. Visions of a current or past business associates calling me up and accusing me of calling him/her a "Mr. Burns" flashed through my mind.
Oh well. In my 20 years in business and as a consultant I have worked with and for a lot of different individuals with very different personalities. Some had traits of a Steinbrenner others had traits of a Mr. Grant on Mary Tyler Moore. What I can say is I have learned something about myself from every person I have worked with and most of the time I have been very glad to have had the experience. I'm not embarrassed about that at all.
Until next time - All the best!
Roland
Dana Knight a local business writer sent me an email last week and was looking for ideas for a story she was writing about correlations between TV and real bosses. She mentioned a few to get my mind started. Sam from Cheers, Charlie from Charlie's Angels, Judge Judy, Donald Trump. I started thinking she is missing some good personalities and sent her the following reply.
I’ll have to think about your TV boss question. You may be missing a few good ones. Mr. Peterman and George Steinbrenner (maybe I watch too much Seinfeld). There is always Mr. Burns from the Simpsons. I’m not saying I worked with any of those characters though …..
Her article appeared this morning with this quote
"Roland Bydlon, who works in Carmel, didn't have an answer when asked about his boss, but he did say three memorable TV bosses come to mind: Mr. Peterman from "Seinfeld," George Steinbrenner from the New York Yankees and Mr. Burns.
"I'm not saying I worked with any of those characters, though," he wrote in an e-mail."
Dana quoted me correctly but it just didn't come out right. What I meant to communicate was when you talk to people you may want to add these characters to your list. Now I was quoted for everyone to see. Visions of a current or past business associates calling me up and accusing me of calling him/her a "Mr. Burns" flashed through my mind.
Oh well. In my 20 years in business and as a consultant I have worked with and for a lot of different individuals with very different personalities. Some had traits of a Steinbrenner others had traits of a Mr. Grant on Mary Tyler Moore. What I can say is I have learned something about myself from every person I have worked with and most of the time I have been very glad to have had the experience. I'm not embarrassed about that at all.
Until next time - All the best!
Roland
Friday, August 3, 2007
Computers! Customer Service and EarthLink
I like to ask “what if”
I usually think big picture. I’ll approach a web designer or an IT expert and explain what I would like to do and why. I’d to design a particular newsletter. I’d like to send out an email that will easily link to. I’d like to create a very easy way for a potential customer to talk to us ….. etc. etc. I seem to come up with the “what’s”. My experts help me with the “how’s”.
I don’t have a clue how they do it. I read a book once on html. Got a few pages into it and my eyes glazed over and I have a background in engineering. I’m just glad over my career I have been fortunate to work with some very smart people.
Where is this going? Last week a bolt of lightning struck near out house. Afterward my home computer would not hook up to the Internet. The WiFi was out as well. No one in our household could get email. There was a crisis. The teenagers couldn’t talk to their friends. My wife could talk to her employer or her clients. She called EarthLink our service provider. They told her she needed a new modem. We ordered it. The new modem came, we plugged it in but it didn’t work. The family looked to me.
EarthLink advertises that there are multiple ways to get answers if your service is interrupted. You could go to www.support.earthlink.net. Well no, I can’t get on the Internet. You could trade real time messages with a friendly Live Chat representative. Well no, still can’t get on the Internet. You can call 1-888-EARTHLINK. OK I’ll settle for that one. I make the call and talked to a computer that asked me what my problem was, didn’t understand my answer, asked for my phone number, and put me on hold. After 5 minutes or so I end up with a real person. Robert was located in India.
Now I have nothing against technicians from India. I just wanted my computer to work. Robert seemed very nice. The first thing he asks for is my phone number. I give it to him but I already gave it to the computer. What kind of modem do I have? I tell him but they should know that – they sent it to me. He asks a number of other questions. We proceed to troubleshoot various things. Sometimes he doesn’t understand me, sometimes I don’t understand him (try saying “wizard” with an Indian accent), he puts me on hold to talk to his supervisor, and he apologizes for the delay. It is apparent he is following some sort of cookbook. We go down a couple of paths. He puts me on supervisor hold a few times. Finally after about 90 minutes he runs out of options and tells me to call Dell, the computer manufacturer. WHAT! the computer is working fine. It is the Internet connection that doesn’t work. I ask to talk to his supervisor. He puts me on hold. 5 minutes later I get a dial tone – I’ve been cut off. I go get a beer.
Next day I make the call get through the computer and talk to a different technician. Same questions. It appears they have no record of my call the previous day, at least this technician doesn’t. This guy is very green, every minute or so he is talking to his supervisor and apologizing for the delay. We get to the same point, the service isn’t working. I finally ask him very nicely for a number in the US that I can use to talk to someone. I’m on hold for the supervisor again. The supervisor finally comes on we go round and round. He finally gives me a number with a 404 (not a free) area code. By this time it is 1:00 AM. I go to bed.
I am sitting around the table next day at work and my computer guru says “sounds like you have a bad external network card” and proceeds to loan me a spare. That night I bring it home. Eureka it works. Still need to get the WiFi programmed so I call EarthLink, again and 90 minutes and 3 technicians later I’m back in business. Tired but online. My wife and teenagers are talking to me again. The next day I get four pieces of identical mail trying to get me to purchase a new EarthLink service. These guys need to get a clue!
So where am I going with this. My computer worked but I was ticked off. Why does EarthLink spend millions of dollars on advertising to get new clients while they have their existing client talk to technicians in India, and have no record of past problems or their current equipment? Why isn’t there a simple way to check the data line? Why is this process so frustrating? Why am I staying with these guys???
A couple of days later I get a call from my wife. “I know you don’t want to hear this but the computer is out. I called EarthLink they think we have a bad networking card”. AHHHH! Needless to say I go to the store and buy a new card. After I plug it in the Internet is still out but all of the modem lights appear to be working (I am finally starting to learn the system). I prepare for the worst and call EarthLink. This must have been when the Twilight Zone music came up or the clouds parted. The technician seems to know what she was talking about, she understood my problem, and I can understood her. We reach a point where she doesn’t know what to do. Instead of putting me on hold she told me her supervisor would call me back. In 10 minutes I get a call from the supervisor. He solved my problem and asked what else he could do for me. I’m back on-line. I’m speechless!!
That’s when it hit me. Yesterday I was ready to blast EarthLink for absolutely lousy customer service. I was ready to tell 50 friends about what happened. I was ready to switch to any other service. Then the Internet went out again (I still don’t know why). EarthLink had a chance to redeem themselves and helped me fix it quickly and professionally. All is forgiven.
The lesson for me is stuff happens, mistakes are made. Often a relationship is judged by how you solved the last problem. Do it well and treat your customers with respect and maybe they’ll give you the benefit of the doubt….. and then write about the experience.
If the powers at EarthLink are reading this though I do have some advice
1) Please give me a way to talk to someone in the US if I need to
2) Please don’t keep asking for information I have already given you
3) Please keep accurate records for each technician to see. If I call back I don’t want to start from the beginning
4) Call me back if I get cut off and keep saying thank you.
Until next time – All the best!
Roland
I usually think big picture. I’ll approach a web designer or an IT expert and explain what I would like to do and why. I’d to design a particular newsletter. I’d like to send out an email that will easily link to. I’d like to create a very easy way for a potential customer to talk to us ….. etc. etc. I seem to come up with the “what’s”. My experts help me with the “how’s”.
I don’t have a clue how they do it. I read a book once on html. Got a few pages into it and my eyes glazed over and I have a background in engineering. I’m just glad over my career I have been fortunate to work with some very smart people.
Where is this going? Last week a bolt of lightning struck near out house. Afterward my home computer would not hook up to the Internet. The WiFi was out as well. No one in our household could get email. There was a crisis. The teenagers couldn’t talk to their friends. My wife could talk to her employer or her clients. She called EarthLink our service provider. They told her she needed a new modem. We ordered it. The new modem came, we plugged it in but it didn’t work. The family looked to me.
EarthLink advertises that there are multiple ways to get answers if your service is interrupted. You could go to www.support.earthlink.net. Well no, I can’t get on the Internet. You could trade real time messages with a friendly Live Chat representative. Well no, still can’t get on the Internet. You can call 1-888-EARTHLINK. OK I’ll settle for that one. I make the call and talked to a computer that asked me what my problem was, didn’t understand my answer, asked for my phone number, and put me on hold. After 5 minutes or so I end up with a real person. Robert was located in India.
Now I have nothing against technicians from India. I just wanted my computer to work. Robert seemed very nice. The first thing he asks for is my phone number. I give it to him but I already gave it to the computer. What kind of modem do I have? I tell him but they should know that – they sent it to me. He asks a number of other questions. We proceed to troubleshoot various things. Sometimes he doesn’t understand me, sometimes I don’t understand him (try saying “wizard” with an Indian accent), he puts me on hold to talk to his supervisor, and he apologizes for the delay. It is apparent he is following some sort of cookbook. We go down a couple of paths. He puts me on supervisor hold a few times. Finally after about 90 minutes he runs out of options and tells me to call Dell, the computer manufacturer. WHAT! the computer is working fine. It is the Internet connection that doesn’t work. I ask to talk to his supervisor. He puts me on hold. 5 minutes later I get a dial tone – I’ve been cut off. I go get a beer.
Next day I make the call get through the computer and talk to a different technician. Same questions. It appears they have no record of my call the previous day, at least this technician doesn’t. This guy is very green, every minute or so he is talking to his supervisor and apologizing for the delay. We get to the same point, the service isn’t working. I finally ask him very nicely for a number in the US that I can use to talk to someone. I’m on hold for the supervisor again. The supervisor finally comes on we go round and round. He finally gives me a number with a 404 (not a free) area code. By this time it is 1:00 AM. I go to bed.
I am sitting around the table next day at work and my computer guru says “sounds like you have a bad external network card” and proceeds to loan me a spare. That night I bring it home. Eureka it works. Still need to get the WiFi programmed so I call EarthLink, again and 90 minutes and 3 technicians later I’m back in business. Tired but online. My wife and teenagers are talking to me again. The next day I get four pieces of identical mail trying to get me to purchase a new EarthLink service. These guys need to get a clue!
So where am I going with this. My computer worked but I was ticked off. Why does EarthLink spend millions of dollars on advertising to get new clients while they have their existing client talk to technicians in India, and have no record of past problems or their current equipment? Why isn’t there a simple way to check the data line? Why is this process so frustrating? Why am I staying with these guys???
A couple of days later I get a call from my wife. “I know you don’t want to hear this but the computer is out. I called EarthLink they think we have a bad networking card”. AHHHH! Needless to say I go to the store and buy a new card. After I plug it in the Internet is still out but all of the modem lights appear to be working (I am finally starting to learn the system). I prepare for the worst and call EarthLink. This must have been when the Twilight Zone music came up or the clouds parted. The technician seems to know what she was talking about, she understood my problem, and I can understood her. We reach a point where she doesn’t know what to do. Instead of putting me on hold she told me her supervisor would call me back. In 10 minutes I get a call from the supervisor. He solved my problem and asked what else he could do for me. I’m back on-line. I’m speechless!!
That’s when it hit me. Yesterday I was ready to blast EarthLink for absolutely lousy customer service. I was ready to tell 50 friends about what happened. I was ready to switch to any other service. Then the Internet went out again (I still don’t know why). EarthLink had a chance to redeem themselves and helped me fix it quickly and professionally. All is forgiven.
The lesson for me is stuff happens, mistakes are made. Often a relationship is judged by how you solved the last problem. Do it well and treat your customers with respect and maybe they’ll give you the benefit of the doubt….. and then write about the experience.
If the powers at EarthLink are reading this though I do have some advice
1) Please give me a way to talk to someone in the US if I need to
2) Please don’t keep asking for information I have already given you
3) Please keep accurate records for each technician to see. If I call back I don’t want to start from the beginning
4) Call me back if I get cut off and keep saying thank you.
Until next time – All the best!
Roland
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