Mar 28, 2021 | Business Distinction, Customer Experience, Sales & Retail
The entertainment industry spends more time studying human emotion than it does the most advanced visual effects or new camera angles.
Why?
Because an emotional connection is the most potent and influential connection possible.
To make 1997’s Titanic, it cost a staggering $200 million. (In 1997 dollars!) However, not very many people stepped out of the theatre marveling over the fact that a special Russian submarine was used or every detail on the ship matched the original Titanic down to the doorknob. The audience walked out in a trance, swooning over Jack and Rose’s romance, saddened by the massive loss of life — or enraged that Jack’s death could have been prevented had Rose just shared the door she was floating on!
The fact is people rarely remember the details.
But they will remember how something made them feel.
We have created a culture of customers who demand compelling experiences whenever they do business. Regardless of your industry, what your product or service is, you’re selling an experience.
The more powerful the connection, the greater the success.
Mar 21, 2021 | ALL Business is STILL Show Business, Business Distinction, Customer Experience
Your customer’s measuring stick for efficiency may be entirely different from yours, and if you’re not aligned with your customer’s expectations, then you’re never going to meet their needs. Customer service and customer
experience should not be confused.
Remembering that all business is show business…
You can be creative despite limited resources. “The power of ideas can often compensate for the lack of size.”
Consider the following:
- The 1978 slasher flick Halloween had a $325,000 budget but went on to make $47 million at the box office.
- 2004’s Saw’s budget was only $1.2 million, and yet it earned $103 million.
- Napoleon Dynamite’s budget was only $400,000, and it made an impressive $46 million.
- Who could forget the phenomenon that was The Blair Witch Project that had a $60,000 budget but ultimately earned $140.5 million?
It doesn’t matter how large or well-funded your business is, adopting the show business philosophy can impact your future success in a major way.
You can go a long way with superior creativity when it’s matched with strategic execution.
Mar 14, 2021 | Business Distinction, ICONIC, Sales & Retail
We all have customers or prospects who are willing to assume the worst about our intentions. In this time of social media and instant opinions, their criticisms can race around the newsfeeds of our marketplace in dramatic fashion.
Take for example a viral video from 2017 showing a significant amount of food being disposed of at a local Wal-mart store. The video was of an angry man outraged because he felt the food being thrown away could be of good use if it were donated to charitable causes instead.
The problem not mentioned was that a tornado had ripped through the local area days before causing a power outage throughout the community. The food was spoiled and unfit for consumption.
By the time Wal-mart posted the “other side of the story” and their logical and legally mandatory reason for doing what they did, millions had already decided that Wal-mart was not interested in serving the needy in their communities.
- What if Wal-mart would’ve front-loaded this by Tweeting about the food and their commitment to customer safety and health as they were putting the spoiled food in dumpsters behind the store?
- What if they would have contacted local media to talk about what they were doing — and encouraged local citizens to check their own respective freezers and refrigerators to ensure they didn’t eat spoiled food?
In other words, what if they would not have waited to tell their story?
Two important questions you should be considering this week:
- How have you prepared in your business for those customers who assume the worst about you and use the enormous platform of social media to spread their misinformation/disinformation?
- How have you prepared to be proactive in telling your stories about the positive steps that your business is taking?
Mar 7, 2021 | Business Distinction, Leadership, Sales & Retail
I was in the audience when it happened.
It was 1978… Kansas City, Missouri’s Municipal Auditorium… the National FFA Convention… and, the speaker was Paul Harvey. The presentation title was, “So God Made a Farmer.”
Audio from this speech was used for the powerful Super Bowl spot for Dodge’s RAM trucks and an estimated 108 million viewers listened to Harvey talk about hard-working American farmers across the generations.
In today’s world of unbelievably efficient agriculture, not all of us are called to life on the farm. However, we can bring to our organizations that spirit and attitude of which Paul Harvey spoke.
When you look for someone to add to your team, do you seek mere skills? Would you be better off to find someone with the spirit of a farmer?
When you look for someone to create distinction and grow your business, do you look into the mirror… and do you see someone with the dedication and commitment of a farmer?
It’s for the farmers in all of us.
Feb 28, 2021 | Business Distinction, Leadership
One of the points I made in the book, “Create Distinction,” is that “best practices aren’t always ‘best’ for your organization.”
In other words, what made Starbucks distinctive can provide you with some great ideas and concepts — however, it is NOT a blueprint that you can duplicate for your organization.
Instead, focus on learning from those great examples — and then determining how they can be adapted before they become adopted.
Feb 14, 2021 | Business Distinction, Leadership, Personal Distinction
I was playing drums in a family band that opened for the country star at a concert at the little high school I attended.
After the first of two shows, Jim Ed approached me and said, “I’m looking for a new drummer — and I’d like it to be you!”
I couldn’t believe it — a country star and Grand Ole Opry member wanted me in his band? Jim Ed — even though he probably didn’t realize it — forced me to make a decision: I had to choose if I wanted to be a drummer…or if I wanted something else in my life.
I was hit with the thought that it’s one thing to PLAY drums…it’s another to BE a drummer. One is participation…the other is commitment.
After I had thought about it for a while, I was literally shaking from anxiety as I told him that I was sorry, but I couldn’t accept his generous offer.
He smiled and said, “Whatever you do in life…do it as well as you play those drums.”
I only talked to him a couple of times after that…but, I’ll never forget the wonderful opportunity he provided, or his sincere kindness. I often think of how different my life would have turned out if I had taken him up on the job. And, I always thank him that he moved me to prioritize what was REALLY important in my life…even in my teens.
Jim Ed passed away from lung cancer at the age of 81. My friends, the Oak Ridge Boys, sang at his service. All reflected on this gentle man’s elegance and legacy.
You may never know the impact that you have on someone else’s life.
What can you do today to make someone’s life better?
