Posts Tagged ‘Dublin’

Simple Courtesies and your Reputation

August 8, 2017

thank youMany thanks Greg,

Thank you for your time today and for all of this information. I’ll discuss with a colleague early next week and will be back in touch afterwards.

Warm regards,

 

You are so nice and you must work for a great place I thought …

This was an email I received today from a prospect I had chatted to on the phone – after our chat I put a brief proposal together and emailed it to her.

You might think there was nothing special about her email that warranted me feeling so positive about it?

I did spend time assessing what their business needed and giving her advice and I did spend time working on a proposal – surely, this warranted some acknowledgement?

Of course it did!

Unfortunately, I find this basic level of courtesy has disappeared from business. In extreme cases we have met a client, spent a lot of time with them to get a firm grasp of their requirements, spent the best part of a day writing a plan, spent a few hours presenting to them and then….nothing.

It drives me bonkers – reply to my email, return a phone call. If you don’t want to want to work with us for whatever reason, that’s fine, but at least respect the amount of time, enthusiasm and work that we have done by replying and being courteous.

This speaks volumes about you and your organisation and it can be turned really easily with a tiny “thank you, we appreciated the effort but…

Your reputation can often be about the small things as much as the big things!

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

 

 

 

 

Some eggs are gold

July 11, 2017

Golden opportunity

Do you serve any eggs?” my buddy asked

Were they even serving food I wondered at this stage? It was 3:30 in the afternoon but he was starving and needed something before he hopped in the car to drive to Dublin.

I had recommended the place so I hoped he would be looked after.

The waitress in the bar/restaurant assured us that the kitchen was still open and handed us the menu.

We can’t do eggs, you can only order from the menu” she explained.

Oh no I thought – here was a golden opportunity for the outlet to shine, go on grab it.

My buddy glanced through the menu and I reckon for dietary reasons he didn’t want to order anything that was on offer.

I suggested that he ordered a steak sandwich – he didn’t want the fries that came with it so he asked could he get the steak sandwich with an egg?

No sorry, you can only order what’s on the menu” she emphasised again.

Hmmm, the place was really quiet. There was a chef on duty – how difficult could it be to put on an egg to go with the steak?

It was clear that there was no flexibility so the steak sandwich was ordered. It duly arrived with the chips that he didn’t want, which he pushed towards me to eat – they were really tasty and he scoffed down his steak sambo.

What was so difficult about doing an egg?

– were there no eggs in the kitchen?
– is the chef only able to make what’s on the menu?
– is there no button on the till to handle a deviation from the menu?
– was any deviation just too much for the staff to handle?
– could the team that were working that day just not care
– was there a fear that if you actually gave the customer what they wanted, they could be asking for anything next??!!

Whatever the motivation for the lack of flexibility the result was really poor for the outlet.

My buddy won’t be back there and while I like the place I won’t be back there in a hurry either as my recommendation left me a little red faced.

A simple egg and the outlet would have had two happy customers.

That was a very costly egg…

Are you rigid with your product and service offering to the extent that it is costing you customers?

Greg Canty 

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

Happy New 172!

July 2, 2017

Mad Men new car, Cadillac

So it’s the beginning of Part Two of 2017.

Maybe, like the car registration system we can now have two starts to the year?

If you think about it the idea of breaking the year into two parts was a really clever one. In previous years there was a huge buzz about the start of the year.

We all wanted a new car but once you had gone past April you probably started to think that it may be worth waiting until the next year as ’17’ was starting to age a little – you definitely did not want to buy something in the latter part of the year.

How about we make it ‘171’ and ‘172’ and get two bites of the cherry?

Great thinking by the motoring sector!

Maybe you can start the second part of your year with all of the buzz, vigour and great intentions that you had on your first day back at work this year?

So, what are you going to do with your ‘172’ ?

Greg Canty 

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

Doubters to Believers

June 28, 2017

Jurgen Klopp - Doubters and Believers

When Jurgen Klopp took over as manager of Liverpool FC in October 2015 he made a huge statement to the worldwide fan base through the media with a simple message:

We have to change from doubters to believers

Jurgen is clever, he quickly picked up on the mood at this famous, previously successful club and he knew that very often it is strangled by the quick loss of faith by the fans if something doesn’t go the team’s way on the pitch during a game.

The fans groan “same old story“, “we’ll throw this one away“, “that fella’s useless” ..when that negativity creeps in it spreads like a virus and before you know it everyone is a doubter.

Fans stop cheering, fans leave early, players get nervous, they choke, fans stop attending, the team starts losing, corporates stop entertaining clients at games, sponsors move on, the best players at the club want to leave and others don’t want to come to the club, success gets further and further away.

Jurgen understood this and from the beginning he sent messages to fans in his press conferences, in the match programmes and during the games he encourages them (by gesturing frantically!) to support and scolds them for not doing so – at a match that wasn’t going according to plan at the very beginning of his reign he scolded the fans who left early in his post message press conference – you can play your vital part in the success of this team.

We are all like Jurgen with the teams that work with us, with our customers (or clients if we are being posh) with those who we would like to be customers and all other stakeholders.

We have to change them from Doubters to Believers.

Greg Canty 

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

 

 

Are you one of them yet?

June 5, 2017

Us and Them

I met a good friend of mine who has just started a new job and has swapped from the private sector to the public sector.

The particular job he has taken is with an organisation that is renowned as being very political, slow-moving and cautious. As an added bonus the organisation is known to have some “dangerous” ultra political characters within in that have burnt many an enthusiastic person who dared to try something new that might upset the status quo.

We met before he started his new role and while the challenge was clearly exciting, there was huge opportunity to really make a difference but he was also very realistic about the difficulties the culture could pose for him.

We had great fun chatting about “them”, how he would fit in with them, how frustrated he would become with them, who would try to manipulate him and who would genuinely befriend him and act as a valuable ally.

We made a pact that he would text or call whenever he has the “I want to run away” moments and a coffee or a pint after work might be useful medication in those circumstances.

I’m sure that he will survive because he has many gears and is flexible enough to make it work but I am also sure that if he stays the course, there will come a point when “them” becomes “us”.

The most valuable time for him and the organisation is right now and the time in between the “them” and the “us” when he has clear eyes, a fresh perspective and he can bring huge value to his new role.

Eventually, we all become “them” and that special perspective is gone forever!

Greg Canty 

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

Writing cheques to make yourself look bad

May 14, 2017

James Bond Museum

I was doing a review of the marketing activities with a new home improvement client a few years back.

In the previous year, they had spent €15,000 on Google Adwords in the UK bringing the right search traffic to the website of their UK operation.

They weren’t convinced about how successful this investment was and they asked me to review the campaign.

The lack of success was simple to figure out because the €15,000 was being used to drive traffic to their website, which was outdated and made them look like an old fashioned, backwards operation. You could easily understand how this traffic was not converting because, like me, I am fairly sure that the people who looked at the website were not inclined to do business.

Not only were they wasting money but they were damaging their brand – an important and very simple SEO tip is to make sure you have a website that makes people want to do business with you!

My simple recommendation to them was to stop the campaign immediately, upgrade the website and then, and only then, start up the Google campaign again.

I was told that there was no budget for a new website and instead they decided to increase their Google Adwords budget in the hope that bringing, even more traffic would somehow improve the results they were getting from the previous campaign.

Whether it is..

– Advertising when your store is a mess
– Putting a cheap sign over your premises
– Paying for an advert and not designing it properly
– Getting cheap business cards
– Bringing traffic to an outdated website

..the message is always the same.

Never, ever, write a cheque to make yourself look bad.

Greg Canty 

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

United Airlines and the Costly Culture

April 16, 2017

United Airlines protests.

When you hear the company name “United Airlines” what comes to mind?

When you hear the company name “Volkswagen” what comes to mind?

In both cases, you probably think of the well publicised and very damaging situations that have occurred, which have caused untold damage to these monstrous brands.

At the time of writing United Airline shares had dropped significantly resulting in a market capitalisation collapse of $570 Million.

While United Airlines was a very specific incident and Volkswagen was a very deliberate campaign of deception what they both have in common is that what occurred was not something that you could blame on “a” culprit in each company.

With United Airlines could you point the finger at the security guards who removed the passenger?

With Volkswagen could you point the finger at the engineers who were able to rig the emissions performance?

In each case, the individuals involved knew that what they did was okay with their bosses – why would they do such a thing otherwise?

In each case, their bosses knew that this was what they were expected to instruct their subordinates to do – why else would they give guidance like this?

In each case, their bosses, bosses had jobs to do and targets to meet and the expectation was that these must be achieved as a priority beyond all other objectives.

And so on up the chain of command.

The huge problem in large organisations is that very often something rotten is allowed to creep into the culture resulting in management and employees behaving really badly and eventually it just bursts through and shows its ugly face in a way that is quite extraordinarily shocking to everyone.

Oscar Munoz - United Airlines

For example with United Airlines the initial reaction of Chairman Oscar Munoz was to apologise to other passengers for the “upsetting event” but went on to push the blame onto the 69-year-old victim Dr.Dao for being “disruptive and belligerent“!

If you ever wanted someone to confirm the rotten culture at the airline, Mr.Munoz did it in his next communication to his staff where he praised them and stood behind them:

Our employees followed established procedures for dealing with situations like this. While I deeply regret this situation arose, I also emphatically stand behind all of you, and I want to commend you for continuing to go above and beyond to ensure we fly right

In a strange way, he was 100% correct – they did what was expected of them in these situations and as a result, he applauded them!!

At this point in time, the airline’s reputation was in tatters and Oscar and his team started to frantically backpaddle and within three days their tone had changed and fresh press statements included grovelling apologies to Dr.Dao for the appalling treatment and a full refund to all passengers on the flight (what difference was this ridiculous gesture going to do for anyone?).

The best PR advice when something like this occurs is to come clean and apologise immediately with complete sincerity. The word “Sorry” if people genuinely believe those that are delivering the apology can go a long way to reducing the damage caused.

However, just like in the United Airlines scenario a genuine “sorry” was not possible because the culture was too rotten to even contemplate doing such a thing – the expression ‘not being able to see the wood from the trees‘ comes to mind here.

Your reputation ultimately comes from what you do and how you behave and while good PR professionals can help to lessen the damage from a bad situation, it cannot change the culture, which can often be the reason why these things ended up happening in the first place.

Could your culture end up costing you?

Greg Canty 

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

The Magic of PR

April 6, 2017

PR Magic

Advertising is a way of promoting your business but it is you saying that “we are great, buy from us“.

PR is a way of promoting your business and it is more effective because it is someone else, a trusted third party saying “they are great, buy from them

Your PR makes your advertising more effective as now people believe what you are saying

Social media (when you do it right!) is a way of you promoting your business by interacting, engaging and gently saying “stop by, you might like what we have to offer

Your PR makes your social media more effective as now people believe it is worth stopping by and seeing what you have to offer.

Do all three and you have a powerful combination with PR the little piece of magic in the middle.

Greg Canty 

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

 

 

Calls to action and the impatient customer

March 28, 2017

Cork City FC

The match was on Saturday, a top of the table clash, I had nothing on so how about it?

I hadn’t been to a game in such a long time, which is incredible considering that there was a time when we wouldn’t miss a single match. Regardless of who they were playing we were there; me, my dad, my son, my nephew and from time to time we even dragged my daughter Ellen along!

Was this the time to start a new habit?

I rang my dad – “If I can get tickets are you up for it?“. It would be a nice excuse for us to do something together and get him out from under mum’s feet for a while.

Thumbs up, he was up for it..as long as we can get tickets of course. We could take the risk of going there and hope to get them at the gate but there was a chance it would be a sell out.

Give me a few minutes pops“.

I went onto the club website – where was the button that said ‘tickets’?

There was no such button. I scrolled up and scrolled down – nothing.

I clicked on ‘fixtures’ and the match in question and eventually there was some information about tickets. I could buy them on Ticketmaster (lining those boys pockets with ridiculous booking fees isn’t my idea of a good time but it was an option) but I didn’t have a printer in the house and wasn’t in the mood for popping into the office on my day off.

I could buy them at the club shop but that wasn’t at the ground and was at the other side of the city. Not an option.

There was a phone number that I could ring – I got a pointless message that told me about “opening hours”. I just wanted someone to tell me that I could get tickets at the ground.

Back to Ticketmaster – okay, I’d buy them online and put up with the visit to the office to print them. I guessed they wouldn’t accept something on my phone as a valid ticket. Ticketmaster had no option for OAP tickets. Damn..

Just as I was about to pull my hair out my dad called me back.

I’m not really up to it today if you don’t mind

Not to worry pops“.

I was really upset that our afternoon together didn’t materialise but I do know that if I had managed to buy those tickets when I was in the mood I wouldn’t have given him a choice and both of us would have had a great time. We won 2-1!

In a time poor world, when everything is instant, click, click, click, you need to move fast to convert a customer when they are in the mood, which can change in the blink of an eye.

When we talk about the importance of having “Call to actions” on your website we mean having those buttons at every juncture that make it easy for the person to do business with you when they are in the mood. If you don’t you will just lose out..

Greg Canty

Greg Canty is a managing partner of Fuzion Communications who provide website design services from our offices in Dublin and Cork, Ireland

 

 

 

Sad songs, dirty lovers and technology abandoning consumers

March 26, 2017

Johnson & Perrott

The call came through that my new car was ready to be collected – as it was a weekday I didn’t want to spoil the very special occasion by collecting it, driving back to work, parking up and driving home later.

I asked if it was possible to collect the car on Saturday when I would have a chance to properly enjoy it. That was fine so a new plan was born.

On Saturday morning I woke up excited as a child on Christmas morning and the first thing I did was go through my CD’s to pick something suitably rocky to put the superb sound system through its paces. If you haven’t heard the album, “Sad songs for dirty lovers” by The National then check it out quick. There are a few hard, driving rock songs that will get you in the mood!

I thought my dad might like to come with me and enjoy the buzz so I collected him on the way to Johnson & Perrott in Mahonpoint.

I didn’t see the car parked outside as I was expecting

When we got there it’s as if they were waiting for us. They were treating the occasion of handing over a new car to a customer with the same reverence and sense of occasion as it was for the customer. I was however wondering where the new car was?

Ah Greg, we were waiting for you. Let’s get you your new car“.

In the middle of the showroom there was a car that was under a sexy black cloth cover. I was curious and wondered if a new model of a car was going to be unveiled later to the media or if there was some embargo whereby they weren’t allowed to show it to the public until a certain date and time.

The cloth created a sense of theatre and intrigue.

Dan O’Neill, the wonderful sales guy that I have been dealing with for many years caught my curiosity and asked me if I was ready to see my new car.

He brought me over and theatrically pulled the cloth away from the car and unveiled my new, gorgeous Jaguar XF to both me and my dad.

Jaguar XF

Oh my God, what a moment – buying a new car is special but this rewrote the rule book on how your new car should be presented to you.

The car was driven out of the showroom, I quickly completed some paperwork. Dan showed me some of the new features and the keys were finally handed over to me.

It was time to hit the road in this beauty that I was privileged to be driving (I work my socks off but I don’t for one second appreciate how lucky I am) except there was one last thing to do before I pressed on the accelerator.

Sad songs for dirty lovers” was removed from the case and ….

A moments confusion – where do I put the CD?

There was no slot where you would expect it. Was there a button to press somewhere that would slide open a panel on the dashboard where the CD would go? Was there a multi-CD option in the boot (I never liked that idea but okay if that was the case)? Was there some place in the console next to the driver where you placed the CD?

Feeling rather stupid that I wasn’t able to figure out this basic thing I went looking for Dan and asked him the embarrassing question, “Dan, where do I put the CD?

They’ve done away with a CD player in this new model, it’s all by bluetooth now” he explained.

I was staggered and disappointed. We switched on the radio and heard Bobby Kerr doing his business show, I flicked the channels to find some decent music but nothing was what I wanted to hear on my first journey in this fantastic machine. Instead we drove away and just listened to the gorgeous purr of the engine.

Someone somewhere made a decision on behalf of all new Jaguar XF drivers that any music listened to while driving would be on the radio or via something pre-loaded on a phone or an iPod.

I love my music more than most, I love my CD’s and I love the idea of being able to grab something from my collection or buy something in the music store and just play!

I probably sound like a dinosaur (the dinosaur who was buying the car!) but this boy is thinking that technology is now driving a lot of behaviour in a way that maybe the customer just doesn’t want?

Get your hands on that National album (CD or Vinyl) and put it in a decent sound system, crank it up as loud as you can bear and celebrate how things should be..

Note – I bought the car at the beginning of 2016 and a few irritations with technology recently have prompted me to finally write the piece.

Greg Canty 

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