Archive for March, 2009
March 18, 2009 at 8:23 am · Filed under Media Industry
Have been suffering from heightened anxiety levels leading me to cut back to one cup of coffee each morning. As a reliable commuter on public transport, my routine includes tearing open the business section of “The Australian” as soon as the 8:05 am bus departs fot the city.
Today even the front pages is business-focused. The Fairfax family (an Australian publishing dynasty) have taken out morgages on property owned by the family for more than 100 years. In Seattle the daily newspaper closed turning 145 employees out on the street. Executives at AIG are still getting US$450 million in bonuses - as are the leaders at Rio Tinto and its Alcan division. Seems the rotten performance of their companies under their leadership is not linked to their pay packages.
So by the time I arrive at work at 8:35 I’m a hive of complex emotions and concerns. How can I survive this downturn? What’s to become of my family? How can I predict my business’ success when multi-million dollar enterprises are failing? (Did I say million? I meant billion!)
Perhaps the best advice came from my business partner. She recommends denial. Instead of reading the news on the ride to work I should bring a good novel. Take a fortnight off of newspapers and perhaps the negative side-effects of my addiction will pass (racing heart, sleepless nights, counting steps).
Now I’ll rely on my partner to act as filter. She just showed me a headline from “The Financial Review”:
“First stop worrying, then expect a rally”
March 17, 2009 at 3:20 pm · Filed under Australia
I’ve not used my blog to vent my spleen about bad personal experiences, but sometimes there’s an object lesson for other companies. Here’s the summary:
Yesterday went shopping at David Jones, Australia’s upmarket department store. Their renowned food hall had a sale on Easter chocolates - spend $25 or more and get 20% off all items. When paying the first sales clerk was not aware of the promotion or how to ring up discounted items. The transaction was voided and another sales clerk called in. I questioned why a box of chocolates was not given the discount and was told they were not Easter chocolates.
Now to me, a tin with white rabbits displayed in the Easter section and advertised on-line as part of an Easter range at Hilliers says to me - Easter chocolates. But this saleslady insisted they were NOT part of the promotion. I left the disputed candies, paid and started to leave.
Instead I chose to speak to a Manager and waited a few minutes. Karyn arrived and I explained the situation. She was aghast - and then said she needed to get her manager.
Several minutes later Thomas, Manager at the Food Hall, arrives and begins to explain how a mistake like this could be made. He then asked me what did I want done about it. I asked to return another item - bought in haste to replace the disputed tin - and after finding a register that was open the exchange was rung up. I was presented a bill of $4.00 - the price difference. I left vowing never to return to David Jones.
In the groundbreaking book, “In Search of Excellence”, The Ritz-Carlton Hotel chain is mentioned. Every employee there is empowered to spend up to US$500 without management approval to resolve a client’s dispute. USA department store Nordstrom is so focused on customer service one employee gift-wrapped a package purchased at another store because it was for a client.
Some companies get it, and then there’s David Jones. Here’s what I see went wrong:
- Cashiers were not made aware of in-store promotions and not trained in how to ring them up;
- When customers question why an item is excluded from a promotion, don’t argue - call a manager, offer the discount, get out from behind the register and investigate;
- If you’re called a manager (Karyn) then try to resolve the issue then and there;
- If you’re the manager’s manager (Thomas) then resolve the issue, listen to the customer and don’t defend the previous poor customer service;
- Recognise the customer willing to speak up is a rarity - most leave disenfranchised and unwilling to return. Being able to turn around a negative situation can actually create a more loyal customer.
David Jones failed at every level. I left knowing I will never return. Why do I need to? There are hundreds of competitors and most realise that customer service is going to win them sales.
So I ask - who else feels David Jones has poor customer service?
March 16, 2009 at 1:28 pm · Filed under Social Media
Whether you choose to embrace social media or not, your concumers are running rampant. Sometimes it stings like the “I Hate Mac” attack ad. Other times it’s as sweet as candy. Look how much one person loves their grocery store:
March 16, 2009 at 7:59 am · Filed under Social Media
When you make your living with words, you develop a heightened appreciation for truly clever writing. Just when you think it’s all been said and done before you bear witness to truly remarkable writing. I highly recommend you watch this two minute video. And just when you feel downtrodden and disappointed, watch - it all unwinds…
March 13, 2009 at 8:07 am · Filed under America, Workplace
In their award-winning film “Fargo”, Joel and Ethan Coen start out showing a small time car dealer facing financial problems. William H. Macy has been selling cars for cash and keeping his antics from the auto finance firm.
After leading global communications at Ford Credit for five years it rang true. Dealers borrow from manufacturers to finance their showroom inventory of cars. Whenever one’s sold the loan is repaid and the financial responsibility is transferred to the new owner. Congratulations! You bought a car loan!
But William Macy found it hard to hide from the car company. How do you hide a stolen car other than sending it to a chop chop for parts? Macy’s problem was he didn’t try hard enough. His scale was wrong. One car? Think big! In Nebraska they did just that. Employees emptied the car lot then emptied their desks. Sadly this wasn’t a “made for Hollywood” ending. They were all caught a few days later. It was hard to hide 81 stolen vehicles.
Can you see Nicolas Cage playing a Nebraska auto dealer? Hmmm…..I can!
March 12, 2009 at 3:16 pm · Filed under Media Industry, Social Media
Have a new client in the burgeoning field of word of mouth marketing. Am trying to define the industry and the firm. Reminded me of an old television ad in the USA for broker EF Hutton. Seems whenever anyone mentioned the company name, everyone would listen in. Sounds like word of mouth, right?
March 12, 2009 at 10:34 am · Filed under Media Industry, Public Relations
Samsung is pretty happy. Months ago some PR agency folks were huddled around a conference table trying to figure out how to win the Samsung account. They drank caffeinated beverages, ate seeds or doughnuts or take-away szechuan and had a brainstorm session.
“It’s getting harder to achieve cut-through,” said the media director.
“We need this win,” said the business development guru (her card probably says guru as a title).
So more pressure was applied, more ridiculous ideas were offered and Junior Account Executives began to fear taking a toilet break.
Then - kismet! The Big Idea! The day was saved, the account was won and the client got primetime coverage on the evening news.
Now if the agency could just figure out how to get people to watch the news again. (”I know,” said the media director. “Let’s cut the clip and put it on Yahoo! News and hope it makes the top stories of the day. Bloggers everywhere will populate their sites with our story!)
I feel used…
March 12, 2009 at 8:11 am · Filed under Media Industry
We’re all familiar with the formula. On an expensive set a host convenes experts to debate an issue. We hear all sides of an argument and usually find one opinion that matches our own. We enjoy the tension, the arguments, the disagreements and the new viewpoints. This is media at its best!
But then there’s “The Onion.” This satirical newspaper has regularly published farcical stories to exploit our insecurities and adoration of mainstream media. Want to see how newspapers bias your view? Want to see how quickly an expert panel can come undone?
Watch this wonderful example. Here panelitsts debate: Are video games preparing our children adequately for the post-apocolyptic future?
March 11, 2009 at 1:11 pm · Filed under America
March 11, 2009 at 8:57 am · Filed under Issues Management, Media Industry, Public Relations
In the midst of a bad new year, global insurance group AIG has made news by adding another public relations agency to its roster. It seems unusual that an announcement of this type has been made - perhaps it was to make it easier for journalists to contact the right firm for assistance?
It backfired spectacularly as one commentator tries to come to grips with a taxpayer-funded company hiring public relations agencies. Rachel Maddow then lists all the clients that have hired the same agency - and says, “…evil has PR on speed dial.”
It will be interesting to see how the firm handles its own crisis.
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