Unique Experience 101
A few years back I was hosting a workshop at the Four Seasons in Dallas. I’ll never forget my experiences there. EVERY business should go to Four Seasons Customer Service University. I remember walking into the hotel restaurant for breakfast. Half asleep, the lady at the front asked for my name and room number, then sat me at my table. Within a few minutes, a waiter came by and said “Hello, Mr. Marsico. How can I help you?” 5 minutes later, a gentleman came out from the back…not sure of his position, but he was cleaning tables, and said “Oh hello, Mr. Marsico! I hope your breakfast is great today!” It took 3 people to use my name before I fully woke up and realized that they had never met me before!! Such a small thing that made a HUGE difference. Later that day… I was in the workshop room and ran out of sharp pencils for the attendees. I leave the workshop room with a bunch of dull pencils and there was a random caretaker walking by…saw that I was a little flustered, he asked if he could help. I told him I needed sharp pencils and he said “No problem. They’ll be right here” and he took care of it for me! I’m sure that’s not his ‘role’, but what an amazing experience. We could all learn a thing or two from the Four Seasons team.
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Unique Experience 101
Facebook advertising
I’ve been studying my habits when it comes to Facebook ads….almost 90% of the time I will: a) be attracted by the IMAGE b) read the headline and then if I’m interested c) read the copy d) click on the ad Seems to be the case over and over again. Just curious if you’ve had the same experience, because if that is the case then its the image that’s most important (strictly for getting attention…I don’t even think the photo has to be totally related to the rest of the ad…and more importantly….the entire ad doesn’t necessarily have to be related to the webpage where you are being directed…it just needs to get the ‘right’ people to click!) The beauty of Facebook advertising is that you can target people based on who ‘they’ are….and not based on ‘what’ you are offering (as in the case of Google advertising). So as long as the ‘right’ people are clicking, then your chances of conversion are pretty good! I’ve had some interesting results with clients advertising on Facebook. Hope you do as well.
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Facebook advertising
Feel The Love!
You’ve heard the old adage, “if it weren’t for customers, running a business would be a lot of fun”. While this line brings a smirk to our face, it really is the wrong attitude to take if you want your customers to bring you more business. Businesses who truly have a dislike for their customers, no doubt also have a large turn over of customers. If you are in the professional industry like myself, you have to take an active interest in your customer’s businesses.
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Feel The Love!
The “Word-of-Mouth” Paradox
Here’s a fun conversation I have with small business owners. It usually goes something like this… ME – “..so how much of your new business comes from referrals and word of mouth?” SMALL BUSINESS OWNER – “We get around 70-80% of our clients from referrals” (note – any good company gets a tonne of referrals…it can range anywhere from 50-100% depending on the industry) ME – “How much of your marketing budget do you allocate for word of mouth and referrals?” SBO – “Huh? What? What do you mean? I guess, nothing…they just happen.” ME – “Amazing. So, 80% of your business comes from referrals, and you spend all of your money chasing the other 20%?” SBO – “Doh.” The moral of this story? Maybe its time to invest some of your hard earned marketing dollars into a form of marketing THAT ACTUALLY WORKS FOR YOU. (Sorry…I’m a little passionate about this). : )
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The “Word-of-Mouth” Paradox