Wednesday, October 20, 2010

Sparkles turn Sour

Oh what a warm, glowing, smiling face, accentuated by sparkling eyes! That was a decade ago and Mr. Nice was newly retired then after a rewarding career. He and his wife had children and grandchildren they're proud of, and were looking forward to enjoying more time spent in doing good for those around them. Recent photos of him though, showed a tiredness and resignation. When we do meet occasionally, his eyes reflect pain and disappointment. Yes, he still sacrificially plods on with his good works - he is sincerely passionate about them! He is a genuinely good person.

What on earth had happened? Well, in his desire to be of service, he had volunteered for a leadership position among a group of influential people. He felt that he now had the means and drive to be a positive influence alongside them. 'They' were glad to have a 'head', but he soon learnt that 'they' had their own ideas about how objectives were to be achieved. He had to make several moral choices during his association with them andand chose to go with the flow. A case of 'the tail wagging the dog'?

Like most, he chose the line of least resistance even kept silent when he shouldn't have. He wanted to be everyone's Nice Guy. BUT silence and/or inaction is a decision in itself, and he increasingly lost the respect that had taken him an entire lifetime to build. What a waste! Sure, he was still Mr. Nice but no longer was he accepted as a leader. His personal brand lost its shine and his personal pain increased. Sigh. Meanwhile his 'they' colleagues too lost their credibility while those who perservered with standing on principles gained reputations for being dependable in tough situations.

(History tells us that groups want Leaders who are decisive and directional - look at the depth of influence that (even eventually destructive) leaders from Hitler and Genghis Khan to (peace-promoting) Gandhi and Buddha had and still wield!)

Perhaps you are facing difficulties with taking a stand in your community? What are the risk-to-impact factors to sustaining your brand? I'd be glad to listen and help you to clarify what YOU really want to do to stay in a gainful position. Call me at 6-03-21697704?

BRING ME THE BRAND, I'LL INCREASE ITS PROFITS!

"My customer is my CEO".........HUH?!!!!

There we were, a group of business owners chatting over lunch; we ranged from trainers to property agents to software developers, to health consultants, caterers etc. Suddenly the question "Are YOU the CEO of your company? What do you think the CEO does anyway?" Boyohboyohboyohboy! Did that set the cat among the pigeons as like strutting peacocks we preened our smart answers LOL!

"My customers are my CEO's" (yes, you're right, 'gulp' indeed), "I allow my team members to be my CEO's" "There is only one CEO in my company and that's me" etc., etc. Next question: "If you had to appoint a CEO, what qualities would you look for?" Most people's responses centred around "someone who can get along with people" Hello? The odd response was that the CEO should carry the company's Vision. Hmmmm.

Okaaaay! So now it's clearer as to why teams muddle along just trying to please everyone. Do YOU see it too? So many business owners are in day-to--day 'jobs' instead of living out a Vision because it is unknown. So what you say? Well, that means that competitors can easily encroach on market share because there's no brand to defend, employees will job-hop more frequently because work places are six of one and half a dozen of the other anyway, and worst of all is the high potential of getting caught in suicidal price-wars.

Imagine if Volvo made helicopters and baby carriages; you'd still expect them to focus on safety, wouldn't you? That's what Volvo is associated with - 'safety' is the essence of their brand. Oh yes: Brands enhance value; especially the personal brands that independant distributors need to convey when they represent a global brand.

(btw the CEO's role is to execute the decisions of the Board of Directors while Managing Directors are responsible for the legals and financials. An independant distributor, sole proprietor or SOHO would take on the combination of all the responsibilites)

So maybe you're cracking your head about how to keep your customers loyal and your competitors at bay? May I respectfully suggest that you and your key people have a brain-storming session to identify precisely what the essence of why your customers are coming to you is? Is it 'fun' (Disneyland), 'accountability' (Tan Sri Francis Yeoh), fast-service (Pizza Hut), 'lower pricing' (Ipoh White Coffee), 'compassion' (RSPCA) etc.? Your brand essence is your key strength for sustainable profits and you can build numerous products and services around it. according to even fluctuating market demands.

Want some help with facilitating a brain-storming session? Call me at 6-03-21697704.

BRING ME THE BRAND, I'LL INCREASE ITS PROFITS!

Monday, October 11, 2010

Go Green, $ave medical bills and taste Christmas too!

Christmas in my mouth :)

Prickles!!!!! oh-oh NOT good! It's going to be another battle of 'will I or won't I' go to the doctor. I really, really hate putting meds into my body. But if I don't my throat will carry out it warnings & erupt into a fireball - been there before. Sigh. Nope - salt water gargles don't cut it either.

But BINGO! Here's a chance to try out that near-miracle oil for myself. Just a teaspoonful in a glass of water? Hey what do I have to lose! Hang on, maybe that brand's mouthwash which contains the oil would work, and taste more pleasant too.

Now, that was a few months ago, and the experiment had worked hehe :). No meds not consultation fees, no unnatural stuff fed into my system and a clear throat the next day. Natural healing and cost-saving.Yay! Was it a fluke?

My throat was threatening to erupt again now - where's the mouthwash? Aha! I'd bought the cinnamon flavor this time. Mmmmmmm you know what? Somehow the fragrance of cinnamon always evokes Christmas for me, and I swirled the pink concoction and gargled my throat with it, it felt like Christmas was just around the corner. Yes.

And it worked again - natural healing from this eco-friendly brand, with the bonuses of saving on medicines and consultation fees too. Love it!

Is there something about YOUR product or service that can be used in tandem with Going Green? Or maybe you are looking for a market positioning that ties in with healthy living or being of service to the community? I'm passionate about benefits to the community and would be delighted to offer some suggestions - call me at 6-03-21697704?

BRING ME THE BRAND, I'LL INCREASE ITS PROFITS!

Wednesday, October 6, 2010

Better the devil you know, than the devil you don't know?

Oh DRAT!! the laundrette had closed for their loooooong holidays and I'd missed it. But hey! I'd been wanting to look for an alternative anyway and now's a good time. They take ever so long and have to keep going back sometimes; customers stop to tell family stories and don't bother about the queue for service. Sigh. And, getting somewhere to park has been getting more difficult too. Time for change?

What about the one on the main road? They've very accessible and are popular. Hmmmm - The service is brisk and businesslike too! And the load would be washed and dried in less than 24 hours! Can't complain eh? Nice!

But, but, but, what's this? All the above were true; but the clothes didn't feel soft :(. And oh-oh! There were wrinkles that meant ironing was going to take longer. Gulp! WHY do they smell a tad - how can I risk someone I meet wondering why a smell? What a doozy!

You know what? I recall the lady at the regular place saying that she takes extra special care, issuing instructions to give them a gentle spin so that they aren't wrinkled, and making sure they're soft and fragrant too. Well, it's time for the next load and it's back to the grind of looking for parking spaces near the regular laundrette. Sure, it's slow in service and untimely with the returns, but at least I can count on them to care about the little things that show that they care about my clothes.

Off I go, and true enough it's difficult to get somewhere to park. Ah! There it is! But oh no - they're closed! Hah! I rememebr now - they'd decided to close at mid-week didn't they. Humph! So what's it going to be? The newbie who gets the job done without the frills? Ummmm. I don't think so. I'll settle for the tender, loving care, warts and all - I want to be cared for and not be just another number.

How about YOUR customers? Do they know that you value them? Want some suggestions for giving them some TLC that keeps them bringing repeat business? I'd like to help make your business known for being customer-centric. Call me at 6-03-21697704.

BRING ME THE BRAND AND I'LL INCREASE ITS PROFITS!

Monday, October 4, 2010

Get Customer Loyalty - even when you've gone!

Divide & Rule breeds Fear/Hate; Delegate & Rule breeds Love/Loyalty:

1 "Come and join our team, Coach! You are a part of us" Coach had been politically displaced and lost the position, but not their hearts;
2 "But HOW do you know who I am?" "Oh! Everyone mentions your name as the one who turned our managzine around and made it what it is today"
3 I turned on the radio in my hotel room - 6 years after leaving the country - and was amazed that the format I'd introduced in that radio station a decade earlier was still being retained!

Sure, I'll tell you those real-life stories (about targeted delegation) - just ask me? For now this is about perpetuating your brand even when you aren't there, by creating teams instead of animosity. It is also about how to avoid rebellion.

Have you heard the myth 'People must like you to follow you?' Oh-oh! Believing it can be fatal - causing you to do things against your own beliefs; even resulting in personal losses and grief. Excessive flattering, flirting & pandering eventually reduces your influence. Huh? WHY? Because they're about temporary gains 'giving a fish vs teaching to fish (pardon me, Confucius). the reality? It's all about station WIIFM (what's in it for me). Your people want to know they can count on YOU to build their gains as well as their egos. Gains remain, egos are fickle!

Steps to take are 1) Separate what you must not delegate 2) Be clear about the objectives & levels of authorization of the delegated roles and how they will be rewarded or otherwise 3) Identify talents and groom people for tasks you have delegated 4) It is essential to support and nurture your people by giving feedback REGULARLY at least monthly 5) Sadly, it is critical for the entire team that you remove those who act repeatedly to de-stabilize your teams; like cancer cells they will multiply any negative emotions & results and ................

You know what though? Above all, the key is that while you can delegate authority, you can't delegate responsibility. If it's your domain, then you own it and are responsible for managing ALL the consequences. Be easy on yourself? If you build teams and not groupies, you'll always have a place in their hearts and can win them back if you need to. Want to develop an action plan? I'm only a phone call away: 6-03-21697704. Call me?

BRING ME THE BRAND, I'LL INCREASE ITS PROFITS!

Sunday, October 3, 2010

Fight! Fight! And who'll put Humpty together again?

The band pulsated, almost drowning out the happy chatter. Just beyond me a rude expletive was barked angrily. Uh-oh! Trouble!

Their companions attempted to cool the scene by separating them - but angry men just want to lose it, not cool it. Yes, including companions who wanted to flex their muscles and get in on the action too. Not too uncommon a scene is it? You've seen it before?

But it was the reactions around that spoke volumes about the brand personality of this retail outlet. The owner got into the thick of it - and was sworn at royally, of course - while his non-retail staff and family members also stepped in to minimize the disruption and re-establish harmony. What struck me were the caring attitudes of the owner and his people, and the caring comments even strangers were making "We're not going to allow anything to spoil this" "Move away, don't get hurt". To keep the men apart friends became body shields. The owner kept very calm, personally trying to identify what had happened, made quick decisions and worked to placate the hot tempers. Staff meanwhile kept serving hors d'oevres and drinks. It worked, and very quickly things were back to normal. Or so we thought.

Over the speakers "If you want to fight take it outside guys!" Uh-oh! Not again in another location? Uh-huh, yes again. This time the teamwork that spontaneously sprung into action was extremely impressive as distance was put between the angry ones and they were allowed to vent verbal 'expressions' on the peace-makers close to them. Others spread out through the room at strategic places to keep an eye out to be alert to further eruptions, while yet others distracted the attention of the crowd to re-focus on doing what they came for - to have trouble-free fun! All of it was done spontaneously, from a common purpose to keep the night as happy an occasion as possible. Woo hoo! Teamwork at its best!

Not quite the routine that nightspots employ when fights erupt, is it? BUT I know this was not a one-off. There had been other similar instances too at this outlet. Friends had become ill, abandoned by their companions (some 'friends' huh?) and had been cared for by the owner and staff regardless of how late it was or how tired they were. I feel safe patronizing this place. Would you too?

Service touch points are how customers link their emotions with your brand and decide whether to come back for more to give you repeat business. A useful exercise is to chart out these points in YOUR business, and derive action plans to beat your competition. Want some help with it? Just call me at 6-03-21697704!

BRING ME THE BRAND, I'LL INCREASE ITS PROFITS!

Saturday, October 2, 2010

Seeing the fat emerge & wiped off is believing!

Have you been fascinated by the advertisements for slimming and toning problem areas, especially in belly, arms, etc.? I've often wondered what men and women experience to arive at the enviable body make-overs we see in the before-and-after photographs. Or are they even air-brushed? Well this demonstration of removing stuborn fat was going to be a treat to behold!

The first part involved discretely (blush) displaying a portion of my body while other ladies looked on ever so-politely. Measurements were taken at different points (ok, so no air-brushing). Then the representative applied a proprietary gel with a proprietary implement and in a couple of minutes PRESTO! The change in colour indicated that the gel had attracted fat out of cells in the areas it had been applied to. Or so she said - what was the proof?

Well, she showed us the difference of behaviour of fat versus gel in a jar of water, AND measured the treated to show an impressive reduction. WOW!

Yes - you are right on! The conversation became lively as we wondered about cost, frequency, gender, safety and so on. Our curiousity has quickly been turned into a desire and then decisions all round to use this particular product and its method. The Brands' track record helped too, of course.

The simple demonsration had addressed our concerns about the efficiency and credibility of this brand, and the person representing it. And she, had gained customers who would be willing to talk about it.

Are YOU looking for ways to get people talking abour your products and services? It's a great way to attract and retain customers and their loyalty - I'd be glad to suggest something different you could try. Just call me at 6-03-21697704, tell me what your business is about and your goals, and expect a boost in your sales! :)

BRING ME THE BRAND, I'LL INCREASE ITS PROFITS!