Archive for the ‘Customer Care’ Category

Sorry Michael..

October 6, 2020

Inniscarra Bar, Cork

Friday evening, after doing our grocery shopping we decided we would get a quick drink in our local before settling down for the night at home.

This beautiful little pub, the Inniscarra Bar is just outside Ballincollig – it’s your traditional “old mans” pub where there are a bunch of regulars and a few like us who pop in for one every now and then.

We were determined to pop in as the place had just opened that Monday after a cruel six months of “lockdown” to enjoy a drink, to say hello to the lovely owner Kay and to soak up some of the  much missed atmosphere.

All of the Covid signs were up, Kay and her fellow barmaid had their masks on and were busy cleaning the tables every few minutes and making sure that everyone was maintaining a safe distance. The old codgers who were normally perched at the bar on their favourite chairs weren’t for obvious reasons which was sad – there would have been even more opportunities to distance if that was possible, but there you go.

All of the usual faces were there and it was lovely to hear the banter, which pretty much was telling jokes about Covid and who looked funny wearing their mask, to make light of this shite situation and to “pretend” it was somehow a normal night, at least for a while.

We sat near Michael, a lovely, kind, welcoming regular, well known for his jokes who we were told was 88 the previous week – I told him we could now call him “two fat ladies” but he didn’t get it. He obviously never played bingo!

Michael was perched near the fire as always, and after he got a few jokes out of his system he started to tell us how lonely he had been since the lockdown. He lives alone.

With tears in his eyes he told us how he dreaded 6pm each night as that was the time that he would make his way to the pub – the nights were long and lonely and he was fed up of playing chess on the computer.

Someone needs to tell Michael that tonight will be his last night with friends for a while again..

Covid has been cruel, but if we are to shut down and inflict all types of hardship on so many people, we better make it a good shutdown, short and sharp with no cherry picking of different groups of society and no stupid messing around with borders.

We must get to Zero Covid and we absolutely can because what we are living through now just isn’t living.

Sorry Michael…

Greg

Greg Canty is a Partner of Fuzion Communications, a full service Marketing, PR, Graphic Design and Digital Marketing agency with offices in Dublin and Cork, Ireland

 

 

 

Taking away the fear and Positive PR the KLM way

March 12, 2020

KLM Airlines - Coronavirus

I just received a very clever piece of personalised email correspondence from the President and CEO of KLM Royal Dutch Airlines, Pieter Elbers, which was designed to reassure anyone contemplating a flight with them that they are to be trusted during these worrying Coronavirus times.

It was really clever for a number of reasons..

It was Personalised

The email used my name…us customers love that!!

Really understanding the Customers Frame of Mind

The email understood my frame of mind perfectly and took me through a thought process step by step addressing my concerns and “What Ifs”.

The story in my head is that getting on a plane in a confined space with other people at the moment is one of very worst possible things that you could do. How can planes be cleaned between flights efficiently, what about all the places that a person will touch on the plane and what about the air circulation?

As a frequent traveler with KLM, you trust us to not only take you where you need to go, but to do so safely, comfortably and responsibly. Today, as the world comes to terms with an unprecedented health scare in COVID-19 (Corona virus), these values are more important to us than ever

His email addressed my fear and it reassured me step by step what they are doing at KLM to make sure that it is a safe environment.

He spoke about Safety and Hygiene procedures in very specific detail

  • Thorough cleaning and disinfecting before each departure itemising
    • Cleaning of galleys, carpets and toilets
    • Cleaning of tray tables, armrests, headrests and seatbelt buckles
  • Continuous cleaning by cabin crew in the air
  • Cabin air is continually refreshed with outside air
  • Using hospital-grade HEPA filters that are 99.99% effective in preventing airborne bacterial and viral organisms such as COVID-19
  • All flights have special Corona-kits and the team are trained in containment measures
  • Hygiene extends to catering, ingredients are fresh and locally sourced, strict guidelines to preparation

There was a link in the email to a video, which provided more information about hygiene at the airline.

While I was reading this impressive list of hygiene steps I was thinking of course that KLM would say this because they are protecting their interests and spinning the risks in their favour.

This was addressed:

“I fully understand the hesitation many people feel at the moment when deciding whether to book a flight or not. But you can feel secure in the knowledge that KLM has taken every precaution necessary to protect your health and the health of your loved ones.

In this emotional time, you can be assured that we are guided and consistently act by fact-based, circumstance-driven decision making. On a daily basis, we work closely with the top experts at the World Health Organization and Rijksinstituut voor Volksgezondheid en Milieu (RIVM) in the Netherlands”

Beyond the Airline

And what about the other things that can go wrong about a journey that might have you unable to take the flight?

I also understand that your concern may not be about your journey with KLM, but about the many unknowns about the situation on the ground at your destination. That’s why you can book your KLM flight with the confidence of being able to change your booking without a change fee

It’s not exactly a refund but ..

Practical Information

The email provided practical information and demonstrated the professionalism of the airline

“We are in constant touch with all the relevant authorities to adjust our network as required. This means that we can immediately respond when new travel restrictions are announced. For the latest information on flight status, please visit our travel advisory page or use the KLM app and let us keep you posted 24/7 with push messages

Proud History and Customer Service Ethos

The email went on to highlight the history of the airline, the number of employees and the customer care ethos

“In 100 years of operations, KLM has faced many challenges and always emerged stronger. We were able to do so because we put you, our customer, at the heart of our operation. With that commitment in mind, I am confident that we will overcome this challenging time as well. As you know 33.000 KLM staff will go further to recognize your concerns and take care of you.”

We always preach to our clients that in their communications that they should weave in their ‘Key Messages’ – this was done here in a very clever, natural way.

Trust, Care, History, Customer Focus, Scale …. many boxes ticked!

Tone and Language 

All of the language used was appropriate, non-corporate and very down to earth and the tone was caring and inclusive, which was sealed in the email sign off

“Thank you for choosing KLM, and safe travels”

A Great Excuse to Communicate with Potential Customers!!

The most clever aspect of all with this email correspondence is that the Coronavirus, despite the horrible scenario, gave KLM a reason to reach out to all of their customers and remind them about their brand and prompt them to possibly think about them when booking flights in the future when things are hopefully back to normal.

It was a really long time since I flew KLM (I’m not sure what the GDPR police would be saying about this!!) but they have made me think about them in a really positive light which brings me to my very last point.

This is Positive PR

KLM have taken the opportunity (in awful circumstances) in a really nice, caring and soft way to reach out and tell a lot of people just how great they are!!

I’ve just told you about them..

So, a huge well done to KLM and their team for a really clever and well timed piece of correspondence that reminds us all about the power of great communications!

Can you do something similar with your customers today?

Greg

Greg Canty is a Partner of Fuzion Communications, a full service Marketing, PR, Graphic Design and Digital Marketing agency with offices in Dublin and Cork, Ireland

 

 

The people we meet everyday that make our world go around!

July 8, 2019

 

O'Conaills Chocolate and Coffee Shop

While we come to work and share that experience with our colleagues (and hopefully that’s a positive one), our lives are filled with a much bigger circle than that, with many different characters all participating in this play!

The neighbours, the bus drivers, the shop keepers, the postman and even the homeless people that you bump into on a regular basis form part of that greater circle that make up our normal routine.

Many of these characters will connect with you and you form relationships with them over time, with lots of surface level banter, but mini relationships all the same, and hopefully one’s that enrich your day and not the opposite.

The characters that work in the local coffee shops meet me a lot as I get my caffeine fix throughout the day, and I find that even in those few minutes when you complete that simple transaction there is an opportunity to connect and brighten each other’s day.

My favourite is O’Conaills Chocolate Shop, which is just around the corner from our Cork office.

I have a little banter with all of the team there but in particular I’ve got to know Julian (from France) and Rachel (from New Zealand) quite well as we swap idle chat about weekend and holiday plans – I miss the banter with the friendly Liv from Ohio who has recently left to continue her world travels!

On a visit a few weeks ago I joked with Julian and Rachel… “is the only thing you two do is bake buns and make coffee?

What do you expect us to do here” they asked and I joked that they could be in a band and play music for customers as they come in!

This week Julian surprised me on my coffee visit when he pulled out a guitar and played a song for me !!

We are all in this life together, going about our business and our lives.

Be nice to everyone you interact with, as it makes for a much more enjoyable life!

Greg

Greg Canty is a Partner of Fuzion Communications, a full service Marketing, PR and Graphic Design agency with offices in Dublin and Cork, Ireland

It pays to be an asshole?

March 14, 2019

Asshole

At some point in time the penny dropped that it makes you look like a really great, authoritative person if you are abrupt, rude and condescending to others.

Whatever happened in your past, this was a lesson that you learnt along the way, this was a trick that seemed to get you up that corporate ladder to the lofty position that you now hold.

Was this a parent, a mentor or a boss that taught you this great way of going about your business?

It makes you look big and everyone you deal with look and feel really small and this might actually inspire them to do more for you and maybe even do this from a position of “fear”.

This will really work won’t it??

I just had the “pleasure” of some time in this persons company (we all know at least one) and I am predicting the very worst for them and their role and the collateral damage that they will leave in their wake.

The clock is ticking..

Greg 

Greg Canty is a Partner of Fuzion Communications, a full service Marketing, PR and Graphic Design agency with offices in Dublin and Cork, Ireland

 

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