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!
Monday, October 4, 2010
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!
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!
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!
Saturday, September 25, 2010
YUK! Nutritious or not, throw it OUT!!!
Yes, that's precisely what I thought, looking at the 2 presentations of pale food. True, they were packed with nutrients, but OMG they looked quite tasteless and off-putting. Bleah! God gave us taste-buds for a reason, don't you think? I do!
(You know what? This bleah encounter reminded me of a party reportedly thrown by the famous Alfred Hitchcock - Director of award-winning suspense movies like 'Psycho'. He was well-known for his parties and to be invited was an honor! Mr. Hitchcock also had a good sense of mischief though ;-). And this time, the invitations were for an -ahem - 'blue' party. Guests turned up with curious anticipation and sat down to dinner. The stream of courses tasted sublime - his chef was the best - that is, after you'd ventured to taste them. You see, the joke he played was to order ALL the food to be dyed blue before being served, and delicious though they were, they were simply ghastly to behold! Wicked sense of humour, eh?)
Tell you what, the women making the presentations (about how to choose well, eat more and lose weight - its working for me, btw) were well-groomed, smiley, informative, BUT were loud and disrespectful to their audience. Add that to the bleah food and quite honestly, if not for respecting my host I would have walked out. Yes I would. They didn't mean it that way, but the experience was a turn-off.
The food would have been attractive without compromising the message if it comprised a variety of colorful vegetables, and the presenters could have taken a moment to assess the levels of the audience instead of talking down to us.
Hmmmmm. Guess what, folks? WE just might be doing the same - our products and services may excel, but we might unknowingly be sabotaging our pitch by the way we package and/or present them. This is where engaging 'mystery shoppers' helps us to sustain and even enhance the delivery of our brands by providing us with candid feedback.
Brand Audits can be simple and affordable and very valuable for retaining customers. Want some feedback about entry-level Brand Audits? I'd be glad to chat - just call 6-03-21697704 and we'll get started.
BRING ME THE BRAND, I'LL INCREASE ITS PROFITS!
(You know what? This bleah encounter reminded me of a party reportedly thrown by the famous Alfred Hitchcock - Director of award-winning suspense movies like 'Psycho'. He was well-known for his parties and to be invited was an honor! Mr. Hitchcock also had a good sense of mischief though ;-). And this time, the invitations were for an -ahem - 'blue' party. Guests turned up with curious anticipation and sat down to dinner. The stream of courses tasted sublime - his chef was the best - that is, after you'd ventured to taste them. You see, the joke he played was to order ALL the food to be dyed blue before being served, and delicious though they were, they were simply ghastly to behold! Wicked sense of humour, eh?)
Tell you what, the women making the presentations (about how to choose well, eat more and lose weight - its working for me, btw) were well-groomed, smiley, informative, BUT were loud and disrespectful to their audience. Add that to the bleah food and quite honestly, if not for respecting my host I would have walked out. Yes I would. They didn't mean it that way, but the experience was a turn-off.
The food would have been attractive without compromising the message if it comprised a variety of colorful vegetables, and the presenters could have taken a moment to assess the levels of the audience instead of talking down to us.
Hmmmmm. Guess what, folks? WE just might be doing the same - our products and services may excel, but we might unknowingly be sabotaging our pitch by the way we package and/or present them. This is where engaging 'mystery shoppers' helps us to sustain and even enhance the delivery of our brands by providing us with candid feedback.
Brand Audits can be simple and affordable and very valuable for retaining customers. Want some feedback about entry-level Brand Audits? I'd be glad to chat - just call 6-03-21697704 and we'll get started.
BRING ME THE BRAND, I'LL INCREASE ITS PROFITS!
Thursday, September 23, 2010
Access to 6,000 new customers in a JIFFY!! :)
His speech was heavily accented and his face showed disbelief as he asked me "Six thousand Koreans are coming here? What for? When?"
Normally his industry (publishing directories) would not have caught my attention, BUT two days earlier Providence had seated me next to a translator who was anticipating the influx of these Koreans. And, she had said "If you know anyone who wants to meet these Koreans, please refer them to me". Bingo! Bingo! Bingo! What on earth were the chances that just 48 hours later I'd meet a man whose business is to list the Korean community in the Klang Valley?
So, there you are, the directory-compiler received a priceless business connection, just because he stated what he was looking for, and the translator I'd met earlier had been equally specific about what connection she was offering! WOW!! What power in word-of-mouth marketing! Can you imagine all the advertising costs the 2 had saved?????
This was yet another reason for me to believe in being focussed and not in chance. Both business owners had been very specific about what would increase their business, and it had paid off for them. They'd left nothing to chance.
You know, a couple of years ago a fellow participant at a huge convention said "I know many people who might be interested in the services you are providing. Tell me what YOU are looking for, and I'll introduce them to you". Guess what? I could not be specific, waffled vaguely and missed out on fantastic opportunities to increase my business through a personal referral. You bet I kicked myself really, really hard! I was sickened and from then on, began to plan what referrals to ask for specifically, according to the background of whom I'm speaking with. It works WELL :)
Would YOU like some help with an elevator or cocktail party pitch to promote your brand and get more business? Call me at 6-03-21697704 and we'll get cracking on spreading your brand through word-of-mouth marketing that is focused.
BRING ME THE BRAND, I'LL INCREASE ITS PROFITS!
Normally his industry (publishing directories) would not have caught my attention, BUT two days earlier Providence had seated me next to a translator who was anticipating the influx of these Koreans. And, she had said "If you know anyone who wants to meet these Koreans, please refer them to me". Bingo! Bingo! Bingo! What on earth were the chances that just 48 hours later I'd meet a man whose business is to list the Korean community in the Klang Valley?
So, there you are, the directory-compiler received a priceless business connection, just because he stated what he was looking for, and the translator I'd met earlier had been equally specific about what connection she was offering! WOW!! What power in word-of-mouth marketing! Can you imagine all the advertising costs the 2 had saved?????
This was yet another reason for me to believe in being focussed and not in chance. Both business owners had been very specific about what would increase their business, and it had paid off for them. They'd left nothing to chance.
You know, a couple of years ago a fellow participant at a huge convention said "I know many people who might be interested in the services you are providing. Tell me what YOU are looking for, and I'll introduce them to you". Guess what? I could not be specific, waffled vaguely and missed out on fantastic opportunities to increase my business through a personal referral. You bet I kicked myself really, really hard! I was sickened and from then on, began to plan what referrals to ask for specifically, according to the background of whom I'm speaking with. It works WELL :)
Would YOU like some help with an elevator or cocktail party pitch to promote your brand and get more business? Call me at 6-03-21697704 and we'll get cracking on spreading your brand through word-of-mouth marketing that is focused.
BRING ME THE BRAND, I'LL INCREASE ITS PROFITS!
Sunday, September 12, 2010
What do you mean it's not about the $!!!!!!
Mr. International Product Manager was most perplexed, and quite honestly so were the rest of us! He was part of my class on Branding Strategies and had the most unusual issues - his company was cash rich, BUT the expenditure was not allocated towards making profits. You know what? in fact, what stumped all of us was that he has actually been tasked with providing support to small companies that were competing for the same markets he's in! Can you believe that, hmmmmm??? The directions from his principal office were crystal clear - no compromising on his deliverables! He was in a fog, and so was I :(
But aha! As the class progressed and we went deeper into discussing market postitioning, I was able to analyze his responses and translate them into what the principal office was really after. You see, their product/service was research (so the Product Manager said) and that is what he had been promoting all along. BUT what had not been so clear was that the research being done on local herbal products was not an end in itself. And that's why his task was not to focus on bringing in the profits, but on profitability - NOT the same thing. Actually, his role was to use his marketing budget to enhance the Brand Credibility (profitability) of the smaller companies so that they could focus on leveraging on his support to plan their Sales i.e. profit campaigns for distributing the herbal products. His role is to influence their customers as opposed to bringing in customers for them.
Why? Because his job was to represent a global name, whose market position is to help others to be profitable, that's why he was 'selling' his company's research. Well, once we had honed in on the essence of his Brand, we could derive action plans for him to meet his sales targets. You see, Marketing (profitability) is about resulting in sustainable sales (profits) that bring in repeat business; NOT just the quick $ transactions. Mr. Product Manager left the class a very happy man :)
Are you positioning your Brand towards profits (quick sales) or profitability (repeat business)? I'd be glad to offer some suggestions on how you can leverage on your strengths to bring in repeat business, and so gain you more time for doing other things you'd like to. Just call 6-03-21697704 and we'll get started :)
BRING ME THE BRAND, I'LL INCREASE ITS PROFITS!
But aha! As the class progressed and we went deeper into discussing market postitioning, I was able to analyze his responses and translate them into what the principal office was really after. You see, their product/service was research (so the Product Manager said) and that is what he had been promoting all along. BUT what had not been so clear was that the research being done on local herbal products was not an end in itself. And that's why his task was not to focus on bringing in the profits, but on profitability - NOT the same thing. Actually, his role was to use his marketing budget to enhance the Brand Credibility (profitability) of the smaller companies so that they could focus on leveraging on his support to plan their Sales i.e. profit campaigns for distributing the herbal products. His role is to influence their customers as opposed to bringing in customers for them.
Why? Because his job was to represent a global name, whose market position is to help others to be profitable, that's why he was 'selling' his company's research. Well, once we had honed in on the essence of his Brand, we could derive action plans for him to meet his sales targets. You see, Marketing (profitability) is about resulting in sustainable sales (profits) that bring in repeat business; NOT just the quick $ transactions. Mr. Product Manager left the class a very happy man :)
Are you positioning your Brand towards profits (quick sales) or profitability (repeat business)? I'd be glad to offer some suggestions on how you can leverage on your strengths to bring in repeat business, and so gain you more time for doing other things you'd like to. Just call 6-03-21697704 and we'll get started :)
BRING ME THE BRAND, I'LL INCREASE ITS PROFITS!
Tuesday, September 7, 2010
Is Brand Experience over-rated? under-rated? irrelevant?
Her face was wide-eyed with anxiety - her eyelashes spread out like spiders' legs across her pale skin. "Where did you put your mother?" she almost demanded to know!
It's strange yet huggy how families pull together in hospital wards isn't it? Ms. Anxious had overheard the conversation between Datin and me about caring for the infirm - her husband is admitted regularly for a weak heart (my dad had that problem too) and the family had a routine set-up now now. You do, but your heart still pounds you know. By contrast, Ms. Anxious' mother had been a hale and hearty, spry, independant octagenarian who was rudely felled by a stroke, unnannounced, and the family were quite shocked and at a loss to know how to care for her in the best way. So our conversation about caring for the inform was of great interest to her and her siblings.
The nursing Home my not-so-mobile mother is in has been wonderful for her and me - she feels comfortable and pampered, and I am at peace knowing that she is attended to very well, at staffing level that aren't possible in my home. Numerous Homes are clean and efficient, but the difference is that the staff in this one are loving and jovial, cracking jokes, singing, dancing, teasing and cajoling. Their attitude is such a tonic for those under their care! (One of them who migrated still keeps in touch, sending us her updates - such genuine warmth.) Someone else wo had been referred through our experience was delighted at how her mother had improved after an unsatisfactory experience elsewhere.
Trusting your defenceless loved ones to virtual strangers is not an easy or comfortable decision to make and to have confidence in this place is VERY precious and to be thankful for.
When I had mentioned their name, Datin immediately recalled the owners, their connections and their reputation. Aha! So between what she and I had said, Ms. Anxious was most interested in placing her mother there to be rehabilitated after the stroke. Sure, the name was the Brand, but it was the experience that clinched the desire!
How might YOUR brand be raved about and marketed to beat your competition? I'd love to share some ideas that make you business more profitable. Call me at 6-03-21687704?
BRING ME THE BRAND, I'LL INCREASE ITS PROFITS!
It's strange yet huggy how families pull together in hospital wards isn't it? Ms. Anxious had overheard the conversation between Datin and me about caring for the infirm - her husband is admitted regularly for a weak heart (my dad had that problem too) and the family had a routine set-up now now. You do, but your heart still pounds you know. By contrast, Ms. Anxious' mother had been a hale and hearty, spry, independant octagenarian who was rudely felled by a stroke, unnannounced, and the family were quite shocked and at a loss to know how to care for her in the best way. So our conversation about caring for the inform was of great interest to her and her siblings.
The nursing Home my not-so-mobile mother is in has been wonderful for her and me - she feels comfortable and pampered, and I am at peace knowing that she is attended to very well, at staffing level that aren't possible in my home. Numerous Homes are clean and efficient, but the difference is that the staff in this one are loving and jovial, cracking jokes, singing, dancing, teasing and cajoling. Their attitude is such a tonic for those under their care! (One of them who migrated still keeps in touch, sending us her updates - such genuine warmth.) Someone else wo had been referred through our experience was delighted at how her mother had improved after an unsatisfactory experience elsewhere.
Trusting your defenceless loved ones to virtual strangers is not an easy or comfortable decision to make and to have confidence in this place is VERY precious and to be thankful for.
When I had mentioned their name, Datin immediately recalled the owners, their connections and their reputation. Aha! So between what she and I had said, Ms. Anxious was most interested in placing her mother there to be rehabilitated after the stroke. Sure, the name was the Brand, but it was the experience that clinched the desire!
How might YOUR brand be raved about and marketed to beat your competition? I'd love to share some ideas that make you business more profitable. Call me at 6-03-21687704?
BRING ME THE BRAND, I'LL INCREASE ITS PROFITS!
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