Archive for the ‘Customer Care’ Category

The Mother, the Mother-in-Law and the Queen

July 28, 2018

Pat O'Connell and The Queen, English Market

I just had to grab the man, with the heartiest and biggest laugh in Cork, Pat O’Connell for the latest episode of the Fuzion Win Happy podcast.

Pat, for those few who don’t know him is the famous fishmonger who is in that iconic photograph with a smiling  Queen, during her visit to Cork.

Pat runs the very successful Fishmerchants, K.O’Connell, in The English Market, which is now one of the popular attractions in Cork city for locals and visitors.

In the podcast I explored his early career and what it was like to grow up in a hard working, entrepreneurial family where his clever mum, Kathleen understood what was needed to differentiate your business.

While we all take the fantastic English Market for granted, Pat explains how this wasn’t always the case. Just like markets all over the world, it was a very functional, drab, market for locals, which opened a few times during the week and it required the clear vision of a few forward thinking people to change direction and evolve into the special place that we experience today.

Pat’s story is one of a family business and succession. His mum, an early female entrepreneur with a gift for people started this business, which Pat joined full-time after a brief stint working for the City Council. His brother Paul works with him in the business and the next generation of O’Connell’s are also involved..

Like so many stories, there have been bumps along the way, including the passing of his mum, work partner and great friend, Kathleen, which has left Pat and Paul to take the special business into the future.

Pat is a very proud Corkonian, a recent President of the Cork Business Association and anyone who has spent even five minutes chatting to him will understand why he believes Cork is the best place in the world to live and work.

In our chat I learnt a lot about his business philosophy and he also shared some exciting news about a new development with Dunnes Stores, which will be opening very soon in the Bishopstown store.

I hope you enjoy listening to Pat share his story as much as I did!

Click here and enjoy the show..

Fuzion Win Happy Podcast

Greg 

Greg Canty is a Partner of Fuzion Communications who offer Marketing, PR and Graphic Design services from our offices in Dublin and Cork, Ireland

What does the customer REALLY want?

July 9, 2018

Fuzion Communications team

We had our team day planned- we were all heading to Kinsale for the day!!

The mini bus was ordered and I went on a quick off-licence run with one of the guys, nothing mad but a few beers and ciders, something for everyone.

Instead of the mini bus that was ordered a few taxis arrived – my heart sank.

To the taxi company there was no difference between a mini bus and a few taxis. In their book each option got our crew to our destination – isn’t that the point of transportation?

Fuzion Communications team

To me this was a real let down – the team bonding, the banter and the fun and yes, the few drinks together was going to be an important part of our team day, including the journey there and the journey back.

There was no point saying anything – they just wouldn’t get it!

It’s really important that you clearly understand what your customer really wants when they order your product or service …. what do they really want?

Of course we had a great day but it could have been even better.

A big thanks to Hal McElroy of the Trident Hotel , who organised our boat trip with Ocean Addicts.

Greg 

Greg Canty is a Partner of Fuzion Communications who offer Marketing, PR and Graphic Design services from our offices in Dublin and Cork, Ireland

Staying bright in a dark world – Eleanor O’Kelly Lynch

May 12, 2018

Eleanor O'Kelly Lynch with her daughter Lauren, CdLS awareness day

When you meet Eleanor you just have to be struck by the “brightness” around her.

Every time she walks into a room, every time you bump into her on the street you notice the bright clothes that she wears, the warm smile and the positive, happy glow that will always leave you feeling a little better about yourself.

Eleanor O’Kelly Lynch runs a successful company called Golden Apple Training, which specialises in Sales and Customer Service training.

I met her for coffee one day, prompted by something really nice that she had commented on a blog post that I had written about my dad who passed away in January of this year.

Other than the “brightness” and the training company I knew very little about Eleanor and this quick coffee turned into the most revealing of conversations.

I learnt about a fantastic, proactive career but I was also staggered to hear about a rare, debilitating and very cruel disease that her daughter, Lauren has called CdLS. (about 40 people suffer from this in Ireland)

I’ll be honest with you and admit that I fought back the tears hearing about the life struggle that Eleanor has had in coping with Lauren, who she adores.

I wondered how could you cope a single day with this life challenge and how could you cope for 25 years and still manage to have the brightest disposition ever?

We (Fuzion Communications) were more than happy to give Eleanor and the CdLS organisation in Ireland a small hand promoting their National CdLS Awareness Day (12th May) but I also asked her to sit down with me to do a podcast.

I wanted to figure out the secret to being so bright and positive when life is just unbelievably cruel and challenging each and every single day.

Listen to the latest episode of the Fuzion Win Happy podcast to discover her secret….

Fuzion Win Happy PodcastGreg 

Greg Canty is a Partner of Fuzion Communications who offer Marketing, PR and Graphic Design services from our offices in Dublin and Cork, Ireland

 

The wisdom of Louis Copeland

March 25, 2018

Louis Copeland - Fuzion Win Happy Podcast

Sometime in 2004 I approached legendary Irish retailer, Louis Copeland to see if he was interested in coming on board with a high end fashion event called Catwalks that we were taking on tour around Ireland.

To be clear, I didn’t know him, I had never spoken to him before and after a quick ‘cold-call‘ (I can’t have been too bad a salesman!!) he asked would we call in to see him and tell him more about our event.

The following week we called in to see him and we were greeted by a warm, open, friendly Louis Copeland.

After about five minutes, when we were in full flight in the middle of our sales pitch he unexpectedly declared “I’ll do it” and then quickly changed the topic..”Tell me about you two?

We spent at least another hour with him and he showed a genuine interest in us, our project, why we were doing it and what else were we up to. When the meeting finished (more like a friendly chat really) I asked Dee if she thought he had actually agreed to come on board, because he had barely got details about the event.

This was the beginning of my great journey with King Louis, as I call him! (or King Louis 2nd – his dad was also Louis).

Since then he has come in and out of our lives at different times. He did the event on that occasion and supported us on many other things since. He seems to follow us with interest and he will always call out of the blue when he might read about us or hear something on the radio.

When the recession clouds gathered around all of us, I heard him being interviewed on the radio and he offered a powerful piece of advice as to how people should cope.

Get up earlier, work harder and work later” was his advice, and something that I embraced.

My own Monday morning social media mantra, inspired by Louis (for anyone who has seen my tweets for the last decade will confirm) is:

Roll those sleeves up, get stuck in and have a great week #Positivity”.

When I arrived to record the session for this podcast he probed and probed me to learn more about podcasts, the process, who is listening to them and why. His natural curiosity and openness is just one of the ways he always stays relevant and successful.

Louis is an inspiration, he is a mentor, who is always at the end of a phone to bounce things off and offer assistance or provide a helpful contact.

Fuzion Win Happy Podcast

In this podcast I’ve done my best to capture his story, the secret sauce behind the success of his great business, his approach to marketing, what he does to stay relevant, his approach to online and who his favourite celebrity customer is!

You can listen by clicking here, or by subscribing on iTunesThe Fuzion Win Happy Podcast

A huge thanks once again to the retail legend, Louis Copeland for being a good friend and for taking part and being so open and generous.

Enjoy…

Greg Canty 

Greg Canty is a Partner of Fuzion Communications who offer Marketing, PR and Graphic Design services from our offices in Dublin and Cork, Ireland

 

 

 

 

“It’s very quiet….”

December 18, 2017

While staying in the very luxurious Cliff House Hotel (10 year anniversary treat!!) we headed down to the village to explore a little and go for a walk on the beach.

The Cliff House Hotel is located in the village of Ardmore, Co.Waterford which is perched on a cliff alongside a gorgeous beach, a perfect idyllic location on the Irish coast.

As it was a weekday in a cold December, as expected virtually every place in this summer holiday village was shut except for a little grocery store, an art gallery and a cosy, inviting looking cafe.

After a long walk on the cliff and the beach we fancied a cuppa and a treat so we headed to the cafe.

I was imagining a warm bowl of soup, homemade brown bread, homemade treats ….hmmmmm

When we entered, it was empty but it looked pretty with tables covered in bright table cloths and nicely painted chairs.

The man behind the counter didn’t quite match the place – there was a heavy aura around him, that didn’t exactly convey a ‘warm welcome’.

I ordered a coffee and a tea and I took a scone from the ‘serve yourself’ display, placing it on the paper plate provided.

The guy prepared the drinks and served them in disposable cups and placed them in front of him on the counter for us to collect.

Making idle conversation to ease the uncomfortable silence, I asked if he was having a good day – he told us that we were just the second customers all day and went on to say how bad the whole year had been. I could feel the heavy cloud.

This poor man was wearing his negativity like the heaviest ball and chain and it was pulling everything in the cafe down, including the few customers that came through his door.

Ardmore cafe

We sat and had our drinks and looked around the cafe – there was a sign on each table instructing the customers to dispose of their own cups and plates – why?

Why was the tea and coffee not brought to our table in cute homely cups, just like in a ‘tea room’ that this place could easily be?

Why were the treats served in a DIY manner and on paper plates with plastic cutlery?

Why was there very random stuff for sale in the cafe (about a dozen pairs of shoes and two boxes of golf balls!) that had nothing in keeping with the place?

Why did this cafe with oodles of potential not “own” beautiful Ardmore on social media and attract people to the place, with posts encouraging people to stroll on the beach?

Why were the parents of the school kids in the school nearby not meeting for treats before they collected their little darlings?

We finished up as quick as possible and were glad to leave the negativity behind us – we wanted to enjoy our day!

Go on…. make sure you put your best foot forward, make the most of your lovely little place with all of that potential or just hand the keys to someone else!

Are you putting forward the best possible version of you and your business?

Greg Canty 

Greg Canty is a Partner of Fuzion Communications, a full-service agency that offers Marketing, PR and Branding  services from our offices in Dublin and Cork, Ireland

 

Don’t be a Monkey…Personalise!!

November 30, 2017

Monkey 2

I just received an email with an attachment from a firm of Accountants – instead of having their desired reaction and me reading it, I felt compelled to use the same amount of time and actually write a blog post that someone might feel is useful.

The body of the email read:

Dear All,

Attached please find our Newsletter which we trust will be of interest to you.

Should you have any queries regarding the attached, please do not hesitate to contact us.

Yours sincerely,

(Not signed by anyone)

Ok…some email marketing tips if want to have any chance of success.

Dear All

This is insulting and pointless. You have my email address and you more than likely have my name. There is a much bigger chance of me reading it if you personalise it.

Attached please find our Newsletter which we trust will be of interest to you

Jesus, make some attempt at talking to me instead of opening with “attached”.

By the way, the trust part is just silly..

Should you have any queries regarding the attached, please do not hesitate to contact us.

The only query I have is why you are sending out such a pointless newsletter that is just making you look bad instead of the opposite.

Yours sincerely,

How can it be sincere when you haven’t used my name and you haven’t used yours. It’s lazy, not sincere.

Use E-Marketing Software

The big tip is to use simple, low cost, easy to use, easy to customise Email Marketing software that makes all of the above really easy to do.

  1. You can design really nice looking e-newsletters without too much trouble
  2. You can easily personalise the emails to each individual
  3. There are no attachments so it won’t get blocked by some servers
  4. It will tell you how many people opened it and who they are
  5. It will tell you how many clicked the links to your website and who
  6. It lets people unsubscribe easily by just clicking a button

We use a really great service called Mailchimp for our client campaigns – It’s easy to use and quite economical.

Think!!

My last tip, and probably the biggest one of all is to take just 30 seconds and think about the person you are sending it to – how would they feel if they got a generic, cold, patronising email?

There is no doubt that they would have put a lot of time and effort into this newsletter, but instead of it doing a positive job for them, it actually does the opposite.

What’s worse is that most of the recipients will either be clients, prospects or business connections.

Something we always say to clients is…Never write a cheque to make yourself look bad!

Rant over..

Greg Canty 

Greg Canty is a Partner of Fuzion Communications, a full-service agency that offers Marketing, PR and Branding  services from our offices in Dublin and Cork, Ireland

The Manager of First Impressions

November 27, 2017

Warm greeting at reception

We arrived at our hotel, parked the car and wrestled with our bags and clothes on hangers so we could get ready quickly to head to a wedding of one of our team, the lovely Edel and her soon to be husband Dave.

I sour puss greeted us as reception as she saw us approaching “Check-in isn’t until 3” she warmly (not) greeted us!

Deirdre explained that she needed to change quickly to get ready for a wedding close-by, so if there was anything at all she could do, it would be much appreciated.

Without too much bother and a click of her screen we were handed the keys to a room that was ready.

How hard was that?!!

We left our friendly receptionist and went to find our room – we passed a woman who was cleaning rooms who gave us a big friendly hello.

We got to our room and neither of our key cards seemed to work …. here we go, I thought !!

Just as we were about to trundle back to our favourite receptionist, another cleaning lady who had seen us struggling with the door asked if she could help.

There is a knack to these doors” she explained as she took the key card from us, quickly swiped and presto, success!

With a big smile, she held the door open for us and wished us a lovely stay.

Maybe she was just having a bad day or maybe, just maybe the wrong person is on the reception desk?

Make sure your Manager of First Impressions is doing just that.

Greg Canty 

Greg Canty is a Partner of Fuzion Communications, a full-service agency that offers Marketing, PR and Branding  services from our offices in Dublin and Cork, Ireland

 

Gum Crime

November 17, 2017

Football urinals

There it was again staring up at me as I was literally going about my business.

Chewing gum in the urinal!

This chewing gum phenomena is one that I come across regularly in all sorts of public toilets with no class divide whatsoever. Hotels, offices , shopping centres – you get them everywhere!!

I’m quite sure that the culprit isn’t one person that goes from one set of loos to the next leaving his mark, that it isn’t some person using chewing gum as a way of making a quiet protest about a global issue or a modern day Banksy who wants to leave their unique signature behind.

No, this isn’t a unique person, but it is one of many who have a unique set of characteristics.

These are part of a special “we don’t give a toss for others club” who are everywhere, quietly going about their business and life with scant regard for others.

To understand this special group of people you need to get inside their heads and try to figure out their thought process.

Standing at the urinal they suddenly think about this piece of gum that’s been in their gob for a while – they are fed up of it, they need to get rid of it now!!

While they are piddling they consider the bin that lurks just behind them – that’s another 10 seconds of chewing. Nope, let’s just spit it out right now, into that urinal so that it can join all of the other unique bodily fluids and just sit there for everyone to see.

How will my piece of gum get from the urinal to a bin?…. not my problem!!!

Instead I’ll let some poor cleaning lesser being, have the pleasure of picking up my germ, urine covered chewing gum – isn’t that their job after all ??

You are an absolute beauty!!

The problem with this gang is that their wonderful attitude goes well beyond spitting their chewing gum in the urinal – they look down their noses at everyone and feel quite entitled and there will always be someone else to clean up their crap.

Next time you see someone committing “Gum Crime” ask them politely who is going to pick that up for them?

Gum rant done …

Greg Canty 

Greg Canty is a Partner of Fuzion Communications, a full-service agency that offers Marketing, PR and Branding  services from our offices in Dublin and Cork, Ireland

The ‘Always Great’ boat

October 11, 2017

Always Great

Things are definitely much better than they were but something has also switched with everyone’s moods…

People are bouncing again – can you feel it?

Business seems to be coming in a little easier, moods have lifted, budgets have opened up and people are committing to Positive Costs and positive activities once again.

It’s not so long ago that we were fearful of asking people how business was going – it was one bad story after the next. Now they are starting to whistle!

We might begin to feel that we are better business people than we were a few years ago – we might feel this because the tills are ringing more than before. It feels good, it feels damn good, and therefore we must really be great at what we do as the results are there for all to see – isn’t this true?

But ….we need to be very careful and guard against even the tiniest signs of complacency.

We should most definitely enjoy this time but just as importantly, we need to stay objective and keep delivering our “A” game, even when it feels like our “B” or even our ”C” game might suffice.

When times were tough we had to deliver above and beyond to just survive – now it is just as important that we keep doing this, even when it may not seem as necessary.

There is a very welcome rising tide that is lifting all of our boats – Make sure your boat is called ‘Always Great‘ and that everyone on board knows exactly what this means.

Greg Canty 

Greg Canty is a Partner of Fuzion Communications, a full-service agency that offers Marketing, PR and Branding  services from our offices in Dublin and Cork, Ireland

 

 

Ryanair – The bit that comes before the Crisis

September 25, 2017

Ryanair - Always Getting Better

Early last week we were asked to comment by the publication Fora.ie about the whole Ryanair fiasco and what we thought of how they handled their crisis.

In a crisis situation we always advise –

  • Don’t hide
  • Quickly establish the facts
  • Be 100% truthful
  • Always provide a solution (or a least be honest about working hard to find one)
  • Don’t be afraid to say sorry (as long as you mean it)
  • Don’t be shy about telling people the good things you are doing

This can be achieved with a combination of holding statements, follow up statements, interviews and implementing any necessary changes.

In the case of Ryanair there wasn’t really a formal apology but Michael O’Leary was door stopped by reporters and did say it was “clearly a mess” but he went on to point out that it was just 2% of their passengers that had been affected. I think Michael is missing the point here about focussing on the good things!

On their website where they have a page dedicated to the cancelled flights they also remind people of this “2%” as well as listing the flights that have been cancelled. They also provide a ‘link’ to a page that directs people to an EU legislation document about entitlements to refunds and compensation.

The words “sorry” or “apologise” don’t appear anywhere!

Ryanair - Cancelled Flights

Understandably customers are irate – Ryanair are not helping the situation by drip feeding news about cancelled flights, their customer contact lines not being managed efficiently and are still overheating their situation by promoting flights at “€19.99”.

Furthermore, they have been denying that part of the problem is pilots leaving to take jobs in other airlines.

This scenario has got even worse with pilots going public with their gripes and painting a pretty awful picture about what life is like working for the ‘low care’ airline.

All of this comes at a time when the airline has been trying to refocus it’s brand with their “Always Getting Better” campaign.

A different scenario? 

So – would it have made a difference if Ryanair were upfront, issued a formal apology and showed genuine empathy with inconvenienced customers and were honest about solutions and assurances going forward?

The answer would be a big “Yes” but there is also a big “But” to contend with.

The effectiveness of this approach will depend on what people feel about the company when embarks on such a course –

  • Do people feel warmly towards the airline?
  • Do they believe that there is a genuine concern for customers?
  • Do they believe that staff at the airline are treated well?
  • Do they believe that this company does charitable work?
  • Do they believe there is a strong moral compass at the airline?
  • Have they communicated the great things (if such things exist) they have been doing to the general public and stakeholders?

Maybe realising this Michael felt there was no point pretending to care?

In a crisis a robust process will definitely help but the best preparation for a crisis is to be good and do good things and communicate this effectively – it is only then that people will be willing to listen to your apology and accept it.

Leopards don’t change their spots and not caring will bite you in the butt eventually.

Greg Canty 

Greg Canty is a Partner of Fuzion Communications, a full-service agency that offers Crisis Consultancy Services from our offices in Dublin and Cork, Ireland