Posts Tagged ‘Cork’

Where are you sitting at the table?

November 9, 2015

dinner dance

Can you sit us at a good table this time?“…I could hear that familiar question being asked.

Years ago we used take a very glamorous fashion and beauty event on tour around the country – I kid you not!

We did this every six months for about four years, running over 70 events in total. We had the best Irish models, the best of fashion, superb staging and we had many sponsors who felt our event was a clever way of reaching a ‘high-end‘ female consumer.

Blossom Hill CatwalksThe event was called Catwalks and in latter years Blossom Hill sponsored it so it evolved into Blossom Hill Catwalks.

The events were complex and very hard work covering every possible thing you could think of from choosing and liaising with venues, deciding and negotiating menus, choosing models and entertainment, pitching to fashion and beauty companies, creating unique branding for each series, executing PR and advertising plans, visiting each location in advance and then selling tickets!

When all of that was done all we had to do was run the events, which was the really heavy duty, demanding and totally exhausting part of the job.

The most delicate and sensitive parts of each event were all about hierarchy!

In the exhibition area which sponsor went in each available space, which brand would start the fashion show and which ended it, and most importantly where did everyone sit?

etiquette-of-queuingThe seating plan in particular was a very emotional, highly charged one whereby you had the responsibility of deciding where approximately 300 women would sit. In every single function there are great places to sit and not-so-great places. As the organiser you need to decide where each of those women will sit, knowing that your decision will please some and displease others. “Why am I less important than than others?

This is really tricky and once you go beyond looking after the sponsors (your breadwinners) how do you choose where people who have paid exactly the same for their tickets sit?

My criteria in allocating the best seats used be sponsors first, supporters and influencers second, enthusiastic and really nice people third, prize winners last and everyone else as fair as possible in the middle. This wasn’t an exact science and there was always a group who felt a little hard done by because of where they were sitting and yes I did try to look after the nicer of these with a little extra wine!

There was always an awkward few that you knew might give you a hard time so if you weren’t in the mood for a hard time they might have ended up with a better seat – I hated doing that!

In every walk of life there is a hierarchy and where you are seated, where you are positioned in the brochure, or where your exhibition stand is situated reflects either how much you paid or shows how you are thought of.

Why was I put here?

There is no point getting upset about it …just try to understand why and only if it matters enough figure out how to move up that hierarchy.

Where are you sitting at the table?

Greg Canty 

Greg Canty is a Partner of Fuzion PR, Marketing and Graphic Design, with offices in Dublin and Cork

 

 

But what if someone says something wrong?

October 29, 2015

old way

I was in the middle of a social media training session with the senior team of a client and Mick, who was one of the elder statesmen in the group asked a question.

This brand new world is a scary place for Mick who has been doing his own thing in his own way for a long time and now that day has come. The company believe that they are missing out by not fully embracing technologies that might deliver them business and LinkedIn is the platform they chose for me to run a training session for them.

I’m guessing that Mick and probably some of the other guys have been hoping that this day wouldn’t come but eventually it has arrived and I was the ‘scary monster‘ who was standing up at the top of the room talking about this dreaded LinkedIn, the thing that they feared could possibly render all of their skills, crafted over many years out of date and useless.

His body language, disguised with a little bit of humour screamed “I am choking, please let me out of here!“.

He sat there during the session saying very little.

At the beginning of these sessions I spend a lot of time with the team figuring out what ‘stories‘ they want to tell about their organisation.

We are an experienced team, we have our own R&D department, our technology is ahead of everything else in the marketplace, how the company came about is very compelling, we work with some of the biggest companies, we are successful, we are expanding, there is a genuine 24/7 service and the culture is very strong.”

This is a company you would want to do business with.

We explored how we could communicate some of these things on an ongoing basis with a combination of blog posts, published posts, company and personal status updates on LinkedIn.

I always stress that you must be clear what your objectives are and the messages that you want to communicate. I talk about developing a ‘message board‘ that is built into the organisation social media strategy for the company and this should be shared with all team members to ensure they understand what the content guidelines are.

Out of the blue Mick popped up with a question: “But what if someone says something wrong?“.

I think he had accepted that it was time to face his fear and now he threw out his real fear that in ways has been fuelled by media reports about damage that has been done to organisations by stupid things being posted by people working there.

What could we possibly do to prevent that from happening?

Ironically he made this comment right in the middle of that part of the training where I am setting the content guidelines with the team.

On the phone, chats with team members, meetings with clients, conversations at conferences… we all have the potential to say something stupid or damaging but we are trained and trusted to do our jobs and represent the places we work for properly.

Social media is no different and you do have to trust your teams but you must give them clear guidelines and explain what is expected of them.

Unfortunately those ‘stupid’ mistakes happen when this is not done and when someone inexperienced (typically when someone is “good” on Facebook) and lacking in knowledge about the organisation is given free rein to post for the organisation. It can also happen when an outside agency is appointed to post on behalf of the company without proper briefing and controls.

Mick, you are right but we will make sure this won’t happen here!

p.s. Mick knows his customers and his organisation better than anyone and will fly once he loses his fear.

Greg Canty is a partner of Fuzion

Fuzion offer Social Media Consultancy and Training in Dublin and Cork, Ireland

 

 

Be first or be different!

October 16, 2015

last man

Most of the accountancy firms have it down to a fine art at this stage.

As soon as the budget is finalised the newsletters are prepared and issued, mostly by email. Years ago it would be the newspaper the following morning that we relied on.

This year it was no different and very shortly after Michael Noonan finished his budget speech the first e-newsletter hit my inbox with the main highlights.

Nothing too insightful – a summary of the main changes with a token commentary. As you would expect some of the information was relevant to me and some of it was totally irrelevant.

An hour later another e-newsletter hits my inbox from another firm – obviously the same info with nothing extra in terms of commentary or insights.

And then came another and another and after a while it felt like a long distance race where the winners were on their way home and a few well intentioned stragglers came struggling past the finish line.

I had a peep at all of them and except for style differences the content was as expected – virtually identical.

differentiation

Differentiating your business is really difficult in particular when there are many players doing pretty much the same thing. The first firm to produce a e-newsletter on the same day as the budget broke the mould.

When this happened they were seen as unique, very progressive and it was a great way of differentiating themselves – now many others have caught up so this advantage is gone.

The only way to stand out now is to either win the race (Quintas in Cork were the first to hit my email this year) or to do something totally different.

Next year how about getting all of the team ready, each with a list of their clients and prospects. Segment these by type and instead of winning the race why not take a little bit of time and where possible prepare a personalised, customised, more relevant email to each recipient.

This might seem like a huge challenge but with a few versions of the email (each with an emphasis on different topics) and with carefully segmented email lists every recipient could get something very relevant and more useful to them.

Maybe this is something just possible with 20% of the email database – one could send the 80% the generic email.

That’s something I have received from no one and definitely something I would consider to be really valuable and yes, it would make the sender standout…

No matter what you do if you can’t be first try to be different!

Greg Canty 

Greg Canty is a Partner of Fuzion PR, Marketing and Graphic Design, with offices in Dublin and Cork

The Golden Era of Social Media

October 14, 2015

Jack Dorsey - twitter

Will we look back at this time and talk fondly of the ‘golden era’ of social media….?

I write this as we have just heard that Twitter have announced that they are laying off up to 336 people, 8% of their workforce. When the most beneficial of all the social media platforms has reached this point it makes you wonder.

Like every other business they must make money!

Roll forward just 5 years. Will we be saying..

“It was an innocent time when for free we all opened personal accounts on Facebook, we connected with friends, shared and uploaded our pictures. It was pure, we were able to communicate and voice our opinions without interference.

Businesses jumped in and opened accounts for free and publicised their wares.

It was really enjoyable and effective with all of us being able to see content that we wanted to.

Mark Zuckerberg - Facebook

Unfortunately it all changed when it became big business (like every other business they had to make money!) and now it is just like a huge advertising platform, which no one bothers using any more because we stopped seeing the content that we wanted.

And what about Twitter …We had such fun opening accounts for free and following who we wanted and them in turn following us and interacting as much as we wanted.

Eventually they wanted all of our personal details for advertising purposes and business accounts became different to personal accounts.

Of course the ‘free ride‘ had to finish at some point – we were naive to think it could continue the way it was.

Looking back, considering all of the benefits I enjoyed I think I would have been quite happy to pay a subscription instead of seeing it ruined the way it has been.

It’s a pity it’s gone.

Do you remember when LinkedIn was free and you could connect and post content until the cows came home, all for free!

It’s ironic that it’s half as effective now as it was when it was free!

As for Instagram ..we had great fun posting fab photos and interacting and now unfortunately its full of adverts and corporates posting commercial pics that make our skin crawl!

As for things like Foursquare, Google+Snapchat, Pinterest and Periscope …. we used them all for about 6 months and then we got bored.

As for social media taking over from newspapers and traditional media – what were we thinking?

Did we really want a world where no one was paying journalists to investigate, where great writers and columnists could not make a living, so they stopped … Crazy!

It did seem like this would happen for a while because we stupidly thought that we could get everything for free – when did that ever make sense?

Inevitably Apple, Microsoft and Google have mopped up everything online and the lesson that there is no such thing as a ‘free lunch‘ has come true.”

I miss those days and wish I could ‘tweet’ again one last time.

Greg Canty is a partner of Fuzion

Fuzion offer Social Media Consultancy and Training in Dublin and Cork

Dyson – Rising to the Customer Service Challenge

October 4, 2015

Dyson Customer Service

Back in January our Dyson vacuum cleaner packed up and we were more than happy to replace it with another one. It’s a brand I really believe in, so much so that I wrote a blog about it called ‘Hoovering and Storytelling‘.

Three weeks ago we had a problem with our relatively new Dyson so we rang the customer service number and after a very straight forward, quibble free process the offending part would be replaced and delivered to us. The promise was that we would have it within ‘10 working days‘.

To be honest I thought 10 working days was quite a long time for a part they said was in stock but at least they were going to replace it and in the meantime we would manage.

Three weeks passed and there was no sign of our part so we called the Dyson customer service number. They had a record of our transaction and confirmed that due to a system glitch the part had not been dispatched. The operative was very polite, very apologetic but explained that unfortunately we were back at the beginning of the process again and a replacement part would take up to 10 working days to get to us.

It was time to take a stand and explain that this really wasn’t good enough.

Without getting argumentative we asked the operative if there was some way of expediting the delivery of our part. He told us he needed to check with his supervisor so he put us on hold briefly. After about two minutes he came back to us and confirmed that while the circumstances were unfortunate there was “nothing they could do“.

I detest those words because quite simply there is always something that can be done. ‘There is nothing I can do is a choice about what you are prepared to do, a choice about what is acceptable.

This was the system.

There is nothing I can do

We left him know that we weren’t happy and that surely there is ‘always something that can be done‘? Nope ..

We had exhausted the ‘official channel‘ so we reluctantly reverted to twitter to vocalise our disappointment with the Dyson brand.

Immediately the Dyson social media team reacted and wanted to know what happened. Without too much fuss they confirmed that what happened wasn’t good enough, that it wasn’t consistent with the Dyson culture so they would investigate our situation immediately and check with the customer service team.

They thanked us for highlighting a ‘flaw‘ in their customer service procedures, which they would take on board as a learning. Instead of waiting 10 days for a replacement part a new, better machine would be delivered to us in three working days.

With all of our businesses we have to make decisions on a regular basis about how we handle complaints. What do we do, how quick do we respond, what is fair – what do we decide is acceptable?

Things will inevitably go wrong from time to time and while we all hate complaints we need to make a decision about how we deal with them. A complaint is a great way to show the real ethos of your business and instead of saying ‘there is nothing I can do‘ we need to embrace the issue, do our very best and learn from it.

If you were cynical you might decide that Dyson reacted because the issue was highlighted on a public social media platform but I do believe they were genuine and they rose to the Customer Service Challenge. Instead of being a negative for the brand it is a positive. My faith is restored!

Well done Dyson ..

Greg Canty 

Greg Canty is a Partner of Fuzion PR, Marketing and Graphic Design, with offices in Dublin and Cork

 

 

 

Emotionally attuned

September 22, 2015

Mr Bing

It was a very sad Sunday ..

I came down the stairs to let our four legged one, Mr Bing out and I couldn’t believe it when I found him lying there, half on and half off his bed in the kitchen.

It was obvious that our 13 year old precious dog had passed away during the night unexpectedly and the moment we always dreaded had arrived – he was gone.

I had the awful job of telling Dee and then we had the even more awful job of figuring out what do to next. I had no idea as I was never in that situation before.

Outside the rain poured down and I briefly imagined that we would have to bury him in the garden – is that what you did? I had no idea.

In between the tears and the upset we managed to gather ourselves and call the local vet. We were the worst customers ever as Bing had only ever been there twice (just as well as he hated the vet!) – he was the most convenient dog ever, including picking a Sunday to wave goodbye to us!

The vet had a ‘for emergency use only‘ number and within seconds I found myself explaining our situation to the kind voice at the other side of the phone.

I’m so sorry to hear your news, you must be very upset. I will be at the veterinary surgery at 11 if you want to bring him over. Don’t worry we will take good care of him

He immediately settled us down and now we had the very upsetting job of carrying Bing from the house for the last time and into the car to make our way to the vet surgery in Togher.

Poor Dee was inconsolable as we drove to the vets. When we arrived there I went inside and was greeted by the loveliest and gentlest person, a girl called Karen.

I am so sorry” she said . “Let me open up the door at the back and I’ll help you bring him in” . This gentle woman helped me carry in our precious Bing and she covered him respectfully in a blanket.

As I went through the details with Karen I realised that I had to bring Dee in to figure out some of the options about cremation and what we wanted to do with his ashes. Karen realised how upset Dee was but we managed to get through the arrangements before saying goodbye to Mr Bing for the last time.

Dee wanted to put our own blanket on Bing, which we did. “Don’t worry , I’ll take good care of Bing until he is collected next Friday” Karen reassured us.

Before we knew it we were on the way home with empty hearts and plenty of tears but Karen made this horrible experience so much better.

She could not have been better, she fully understood how upset we were and she was absolutely perfect with us. She emotionally attuned to us and delicately went about the job that had to be done efficiently and professionally.

Our scenario was a very obvious emotional situation and she read it and attuned to it.

Not all emotional situations are as obvious as this one: I can’t afford to pay, the last customer caught us, the last work was shoddy, someone is sick in the family, I’m not well in myself, I’m worried about my kids or something bad has happened on my way here…it could be anything that has you in that emotional state.

The emotionally attuned person might pick up on this and flex accordingly but unfortunately many won’t do this even when the situation is very obvious. We are all too familiar with these situations “I’m sorry but there is nothing that I can do” might sound familiar! This is when it is too easy for someone to say the wrong thing and upset the situation, which could easily lead to it spiralling out of control.

The next time you are dealing with a customer try to emotionally attune and if you are the customer assume the person serving you is not a mind reader and do your best so they can understand your state of mind. We can all do better if we understand how the other person is feeling.

A huge thank you to Karen from Abbeyville Vetinary – you were absolutely brilliant with us and as for Mr Bing, we will always miss you xx

Bing with Ellen and DeeGreg Canty 

Greg Canty is a Partner of Fuzion PR, Marketing and Graphic Design, with offices in Dublin and Cork

“Staff wanted” and huge little details

August 26, 2015

Liberty Grill Cork

I was having a birthday breakfast with my fantastic daughter, Ellen in one of our favourite spots in Cork, Liberty Grill. This extremely busy spot is run by Denis O’Mullane who is an experienced and terrific operator.

As always the place was busy and as we finished our ‘treat‘  breakfast I noticed a sign they had behind the counter advertising for a ‘Super Barista‘ to join their team.

This sign wasn’t a hand written sign sellotaped to the wall, it wasn’t a typed up A4 page and nor was it a self designed A4 laminated page with some clip art.

The sign was a simple, well designed, attractive poster, which was in keeping with the look and feel of the place. It was professional and for me it made a huge statement about Liberty Grill.

Liberty Grill recruitment

This recruitment poster screamed professionalism and it sent a big message to anyone considering applying for the job and to all customers who frequent the place:

Liberty Grill wants the very best staff to serve the very best food and beverages

This sign was an inconvenient choice – It would have taken time to organise with their graphic designer and it cost more to produce than a standard poster but someone at Liberty Grill felt that this extra effort and cost was more than worth it.

A simple recruitment sign can speak volumes about your place.

The small details are always huge details…coffee anyone?

Greg Canty 

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

Can you do our social media for us?

August 12, 2015

setting the bird free

Of course we can look after your social media content for you but I must say a very loud BUT ..

Content

To be meaningful it requires you/whoever in your organisation to take the time to provide us with good content on a regular basis, which you will find often takes as much time as doing the actual posting.

Let us show you how.

Spontaneity

Up to the minute, perfectly timed updates are nearly always lost when you pass the responsibility of posting to someone external – we won’t see your team getting ready for an event, we can’t react when you spot something relevant in the media, we can’t see the chef preparing something in the kitchen or spot that funny/unusual thing that can be photographed or posted as it happens.

Let us show you how.

Interaction

For us the real magic with social media is the interaction with other strategic accounts and customers (in particular with twitter) – get this right and you achieve much greater reach, you develop powerful relationships and connections and your posts will be more effective and genuine.

Let us show you how.

Solution..

So if you feel uncomfortable with social media but you still want to achieve the maximum benefits from it what do you do?

Lets start by trying to find a few champions internally who know and understand the business. Then we will train them including clearly outlining the objectives, the guidelines, the protocol and all the necessary knowhow and only when ready we will give them the relevant access to each social media platform depending on their role.

We can support them each step of the way until they are ready to fly alone.

Let us show you how.

Greg Canty is a partner of Fuzion

Fuzion offer Social Media Consultancy and Training in Dublin and Cork

Defamation and your reputation

August 8, 2015

Defamation

This week we had to deal with a potential defamation scenario for a client because of some of their online activity.

In this case they had received a solicitors letter accusing them of defamation because of something that they had posted in a personal blog post. This whole area is very interesting because it deals with the most valuable of assets,”your reputation” and it also had the element of online, which makes it even more intriguing.

Your Reputation

Your good reputation is one of the most precious assets that you have and it is in your interest to protect it at all costs. A good reputation is built up over time and it comes about from how you conduct all aspects of your business including the delivery of your products and services, how you treat your customers, your suppliers and your team and how you interact with the general public.

A good reputation will win you business, it will attract customers who will want to do business with you and it will give suppliers, banks, investors and landlords that necessary trust so they are happy to deal with you. If something does go wrong, as things often do then a good reputation will protect you because people will know that you are to be trusted and that whatever has happened you will sort it out.

A lot of the work we do with clients can be described as reputation management. We work hard to ensure that all the great things that our clients do are publicised and if potentially damaging incidents occur then we make sure that these situations are carefully managed so that any damage is limited.

A reputation often takes many years to build, but this can be destroyed easily in just moments by circumstances.

Defamation

Because your reputation is such a precious asset it is only right that their is legal protection available to you, should anyone ever defame you.

We have found that defamation can be quite a misunderstood term as many feel that it applies whenever someone ‘says something bad about you‘  which is certainly not the case.

A few elements must normally be in place for something to be deemed as ‘defamation’:

Precise information – You must know exactly what has been said or publicised about you and be able to demonstrate this.

Clearly identified – The parties claiming to be defamed must be clearly identified in the offending publication.

False statements – It can only be deemed as defamation if what has been said is largely untrue. You might not like what is being said about you but if it is true this is not defamation!

Publication – It is only deemed as defamation if the publication of the remarks was relatively wide. Being overheard by a few people would not be enough.

Defamation

Online dimension

The online environment makes this whole area even more complicated.

Does a post on a blog or on someone’s social media accounts such as Facebook, Twitter or LinkedIn carry as much weight as an article in a newspaper, some other publication or a comment on radio or TV? If I have 6,000 followers on twitter and someone else has 100 is a false statement by me a bigger misdemeanour?

It’s all a question of distribution and how many people may have seen or heard the false statements and then someone has the tricky job of assessing how much potential damage has been done by the false statement.

Another tricky dimension with the online environment is that if others make defamatory comments about someone on your ‘platform’ (blog/discussion board) then you could be liable as you did not remove the offending posts.

Defamation is a notoriously difficult area of law so even when all the elements are in place anyone considering a case in this area must have deep pockets and lots of time on their hands before considering legal action. (Check out some of the cases that have been tried in Ireland).

Our client

With the scenario that we had to deal with this week none of the critical elements were in place so our client had nothing to worry about and certainly nothing that would damage their own reputation – in fact it was quite the opposite.

In this case one of the people involved had written a blog post about the personal impact of an incident whereby they had been seriously wronged. They never once mentioned who the offending party were in their post and they were 100% truthful in what they had said.

Ironically the offending party ‘recognised’ themselves in the post and cried ‘foul’ and immediately ran to their solicitors who were happy to claim defamation, which it clearly was not. In this case the solicitor should have known better than to make such an incorrect and unprofessional accusation – is this a defamatory comment?

I’m always amused to see how it’s nearly always the ‘offenders’ who get most vigorous about protecting their rights!

Your good reputation is hard earned and it is a precious asset of huge value to your business. The best advice is to manage your reputation carefully so no one ever has a reason to say something bad about you.

If someone is making false, damaging accusations about you then you do have a legal mechanism but make sure that all the right elements are in place before going down this potentially costly and distracting road.

Your good reputation is everything.

Greg Canty 

Greg Canty is a Partner of Fuzion who offer Reputation Management and Crisis PR services from our offices in Dublin and Cork, Ireland

Poor expectations 

July 30, 2015

sunglasses

Trying on the shirt in the dressing room in Brown Thomas I knew I should have put my sunglasses in one of my bags instead of putting them on the chair.

Sure enough as I had paid for my new holiday shirt I realised I had left my glasses behind in the dressing room.  Surely there would be no problem and my glasses would still be there?

There was someone in the cubicle I had been in so I waited – no joy, glasses gone.

I had a quick word with security who went to check if someone had handed them in. Two minutes later he came back beaming with sunglasses in his hand – he clearly loves when he puts a smile on someone’s face by finding their lost property.

He handed them to me and while they looked quite like mine they unfortunately weren’t and I gave them back to him. They took my details just in case mine turned up. Needless to say my sunglasses never turned up and quite sadly this is what I expected.

Why do I have such little faith?

What would make you see sunglasses or anything that clearly belongs to someone else and decide “I’ll help myself to these“?

What would make you even want to wear someone else’s glasses?

It’s no big deal as they weren’t particularly expensive and they probably needed replacing but it is really sad that an everyday shopper felt it was OK to help themselves to something that wasn’t theirs.

It’s even sadder that I’m not that surprised ..

Greg Canty 

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