Posts Tagged ‘Greg Canty’

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Oscar Pistorius and the Paddy Power PR Win

March 4, 2014

Oscar Pistorius Paddy Power advert

One thing is for sure – it has us all talking!

Was this the obvious objective when Paddy Power cobbled together their latest advertising stunt?

Just in case you have missed it, Paddy Power are taking bets on the Oscar Pistorius murder trail against his girlfriend Reeva Steenkamp. They caused outrage initially by offering odds on the outcome of the premeditated murder trial – 7/4 for a guilty verdict and 2/5 for not guilty.

Not only does this stunt interfere and shape public opinion about the verdict of the court case, there was also an immediate public reaction with many Twitter users branding the gimmick ‘vile’ and ‘disgusting’.

Paddy Power then took things even further, by offering losing bets a refund if the 27-year-old is found not guilty. This “no lose” offer for customers was featured heavily on newspaper adverts adding even further fuel to this controversial fire, demonstrating that Paddy Power didn’t really care about the negative public and media reaction.

Not only has Twitter been on fire about the issue but newspapers and radio have given the “bet” extra momentum through extensive negative coverage.

On national radio, RTE Liveline, Paddy Power defended the move to take bets on the trial: “This is the biggest profile trial that has ever been. It’s the only topic of conversation around the world. It’s to provide customers with the opportunity to bet on something that everyone is talking to.”

It sounds as if they are doing us all a huge favour by allowing us to take bets on such an event – are we that desperate?

The Advertising Standards Authority in the UK have already reacted though their official Twitter account: “We’re fast tracking a formal investigation into the Paddy Power ‘Oscar Pistorius‘ ad. No need to lodge a complaint, we’re looking into it” .

There is also a campaign running on change.co with 117,000 people already (at the time of writing) who have signed a petition to Patrick Kennedy, MD of Paddy Power to “please remove your offensive betting on the outcome of the Oscar Pistorius trial and donate any profits so far to a women’s charity fighting violence against women”

Despite all of this the Paddy Power adverts continue to run and the company defends them under the heading of “customer service”.

Oscar Pistorius

The horrible truth is this is a huge awareness victory for Paddy Power, way beyond the cost of the adverts or any payouts for winning bets. Sadly the bigger a storm we make of the issue the more attention we draw to Paddy Power and the more traffic will be pushed towards their website.

If this negative publicity was deemed to be damaging to the Paddy Power reputation you can be assured it would be retracted immediately but I am guessing that the view from within the company is that the publicity is good because the belief is that the target betting audience isn’t that bothered.

The women’s groups and the general public can be outraged all they want but as long as the campaign helps the company to attract the betting fraternity this is one of those times when any publicity is good publicity.

However, while the campaign appears as a clever win for Paddy Power it does leave a bitter after-taste, which in the long run could undermine the brand alongside the flawed Olympic star who at one point could do no wrong.

Greg Canty is a partner of Fuzion

Fuzion are a Marketing, PR and Graphic Design agency in Ireland with offices in Cork and Dublin

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Posted in Crisis PR, Olympics, PR, Sport | 19 Comments »

Blogging can change your Business

February 27, 2014

Blogging for BusinessIn the international Business Week magazine recently they featured “Blogging can Change your Business” as their cover page headline.

The basic message in the article is that blogging can be a huge asset and a key tool in your communications arsenal when used correctly. When it works for you it will bring you business as I have found myself with Fuzion.

This is far from the often held impression that blogging is for enthusiasts or hobbyists who like committing their thoughts and opinions about their favourite topics online.

Blogging for Business Course

In the meantime you might read my 13 Tips about Blogging and Making some Noise!

Blogging Tips by Greg Canty, Fuzion PR

What’s it to be?

Blogging is a great way to demonstrate your expertise and get your message out there and I find more and more we are encouraging our clients to jump in and let the world hear what they have to say ….make some noise!

Once your blog post is written it makes great raw material to feed your social media activity or even to pitch to the media if it is in relation to some issue that is quite topical. Interested readers (hopefully some of these are potential customers) can subscribe to your blog and will then get automatic updates whenever you post something new.

This all sounds fabulous and it really is once you are up and running but the tough part is starting!

Often I find a client will put a week’s thought, deliberation and work into a single blog post and the monumental effort will ensure that it will be their first and last – writing isn’t easy, it is a skill that needs to be practised the same as anything else and I guess it comes easier to some than to others.

What I can promise is that once you are up and running it will get easier and easier, but you have to allow yourself  a learning curve and you will soon discover a style that you are comfortable with.

Get it right and not only will you enjoy it, but it will help to bring you and your business visibility, which should help to bring you business.

Blooging Tips by Greg Canty, Fuzion PR

Power blog!

I have put together a few tips about blogging that might help you along the way!

  1. Keep the blog post as short as possible (just enough to make your point)
  2. Try to write in the “first person” if possible
  3. Avoid using technical/industry jargon (unless it is for a very technical audience)
  4. Keep it topical (where possible try making your point using some issue that is current)
  5. If the blog post is taking more than half an hour to write then you are probably thinking about it too much!
  6. Always try to include a relevant visual – people love pictures!
  7. Blog as frequently as possible (at least once a week is a good target)
  8. Mix your topics and don’t be afraid to let your personality shine through
  9. Keep a note book (your smart phone might help) to jot down ideas for blog posts – they will come to you at the strangest of times, believe me!
  10. Optimise your keywords – if you want your blog post to be found try to work the important keywords (the ones that a typical user might use if they were searching on the topic) into the blog heading, the first paragraph and your keyword tags. Make sure you categorise and tag your blog post once it is done.
  11. Include hyperlinks (simply the web addresses of other relevant content) – links to your website, links to the writers LinkedIn Account, links to other resources on the web.
  12. Blogging is just the start – make sure you push it out through your social media channels to get value for all of your hard work
  13. Unlucky for some but not for you – Go on …..www.wordpress.com , what are you waiting for?

Looking forward to reading what you have to say

Greg Canty is a partner of Fuzion

Fuzion offer Social Media Consultancy and Training in Dublin and Cork

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Posted in Blogging, Marketing | Leave a Comment »

Neil Prendeville – Game Changer for Who?

February 24, 2014

Neil Prendeville - 96FM, Redfm

When your main rival steals your prize asset it will no doubt be a Game Changer – for who depends on yourself.

This week we saw Cork’s Red FM, the second most popular radio station in the city make a bold, brave move by securing the services of popular and often controversial DJ Neil Prendeville from their local dominant rival, 96FM.

Neil is extremely popular because he is a brave DJ who isn’t afraid to take on issues and give his opinion. Many love him, many will tell you they hate him but most importantly for Red FM, many many listen to him. In terms of radio shows it is by far the most popular outside of  some shows on the national radio stations.

This was a huge move as Neil Prendeville, who has been with the station for 25 years has a large and loyal following, 116,000 listeners according to the latest JNLR figures.

While the move is an obvious game changer I wonder is it a game winner?

The listener profile of RedFM is much younger than it’s local rival and this move will certainly bring an audience that are not a natural fit for the current profile of the station.

Stevie G - Red FM Stephen GraingerUnfortunately this move meant that some great and very popular DJs in RedFM lost their contracts including the Cork music legend Stephen Grainger or Stevie G as he is known. Stevie G would have had a good following but unfortunately for him, nothing to match the pulling power of Neil’s show.

While the change will bring new listeners who will “move the dial”?- will it work overall for the station?

It is understood that Neil will operate his usual morning time slot, which will attract his loyal listeners but where will the younger RedFM listeners go to? I can’t really see them staying with the station as Neil’s show is quite different.

Ironically the success of this game changer depends on how 96FM react – will they try to find a like for like replacement, who I doubt will be able to compete with Neil or should they grab the opportunity to do something new, challenging and totally different and inject fresh energy to morning radio in Cork?

When a competitor grabs your prize asset it’s up to you to make sure the change works in your favour and not the other way around.

96FM, it’s up to you!

Greg Canty is a partner of Fuzion

Fuzion are a Marketing, PR and Graphic Design agency in Ireland with offices in Cork and Dublin

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Posted in Cork, Marketing, Media | 6 Comments »

Superquinn and the Sausage that lost it’s Sizzle

February 15, 2014
Superquinn - The Last Day

Feargal Quinn pictured with family as the Superquinn name is taken down

In marketing we often say “Don’t talk about the sausage, talk about the sizzle!”

Instead of talking about the “thing” we talk about how it makes you feel, the benefits, the mood, the emotion, that sense of occasion.

A sausage according to wikipedia is: a food usually made from ground meat with a skin around it. Typically, a sausage is formed in a casing traditionally made from intestine, but sometimes synthetic. Some sausages are cooked during processing and the casing may be removed after.

Yummy.. Imagine marketing that product!

Ironically this week where we witnessed the last nail in the coffin of the once fabulous Superquinn brand we heard the MD of SuperValu, Martin Kelliher reassuring customers that the sausages would be retained!

Is that the very last thing to survive of the brand or does the sausage in some way represent everything that was once special about Superquinn for shoppers?

When I worked in Dublin for Guinness during the mid nineties I was living near the Clondalkin area. Even though I had my own music store in the Mill Centre in Clondalkin where there was a Dunnes Stores, my weekly grocery shopping was done in Superquinn in Lucan, a good 20 minutes away by car.

Somehow shopping in Superquinn just didn’t feel too painful (I hate shopping) because of the atmosphere, the store layout, the smells, the unusual selection of food, the food samples, the fabulous wine selection and the genuine friendly service. Of course the sausages were different and these were bought from time to time!

Feargal Quinn and his team were delivering a product and service at a level way above all other Irish grocery competitors, which helped to build the successful brand, Superquinn.

The Superquinn brand was built using a unique mix of ingredients just like their famous sausages, which they had clearly perfected.

Incredibly there is a support group for their famous sausages!

On this support group they say:

Superquinn sausages“In 1976 Superquinn perfected the pork sausage, nothing else even comes close. If I was a pig I would feel privileged to donate my body to a noble cause like this. Following a trip to Germany in early 1976, Feargal Quinn decided that Superquinn would create the perfect sausage for Irish tastes. Superquinn butcher, Pat Kelly was the lucky man faced with the ultimate challenge“

Feargal Quinn seemed to take this approach with everything he did in his stores – they were different and they were better.

Over time the other grocery chains improved, the differences weren’t as different as they once were and the special ethos that once defined Superquinn started to dissolve.

When Feargal Quinn sold the stores to an investor group who had no experience in the very challenging sector the once special sizzle started to disappear and the business went backwards.

Are you minding the sizzle in your business?

Greg Canty is a partner of Fuzion

Fuzion are a Marketing, PR and Graphic Design agency in Ireland with offices in Cork and Dublin

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Posted in Brand Loyalty, Marketing, Motivation | 11 Comments »

Nature, Nurture and all things Equal

February 9, 2014

Men's 100m final Usain Bolt

All of the finalists in every men’s Olympic 100 meters from 1984 onwards have been black. Not only that but all have had their family origins  in sub-Saharan West Africa, whose inhabitants are genetically programmed to run fast.

Speed over short distances comes from fast-twitch muscle fibres, which contract twice as fast as slow-twitch. Calf muscles of elite sprinters have 75% fast-twitch. Half milers have 50-50 fast, while long distance runners mostly slow. Although slower they can endure longer, which might explain why Jamaica produces elite sprinters such as Usain Bolt but no long distance stars.

The fastest Jamaican 10,000 meter runner would not have qualified for the London Olympics.

The Sports Gene David EpsteinI was fascinated by the subject matter in the review of a book by David Epstein called “The Sports Gene” in a magazine called Oldies, on our way to Munich. (Oldies !! I know what you are thinking – what was Greg doing reading that? It just looked like the most interesting magazine on the shelf at the airport newsagent. Some fabulous articles in it.)

One of the central themes in the book was: Are we purely a product of our genes or can we shape our destiny by dedication and hard work?

This is a difficult topic as it forces you into areas such as race, genetics, gender in our politically correct world.

There are definite conclusions in the well researched book such as  “sporting prowess is in fact, usually down to your genes plus plenty of practice“.

Michael Shermer in his review of the book in the Wall Street Journal commented  “it was bound to put the cat among the pigeons with the blank-slate crowd who think we can all be equal as long as we equalise environmental inputs such as practice“.

There are things that some people due to race, gender or genetics are just better at and instead of fighting this we should understand it, appreciate it and even embrace it.

Whether it is sport, work or life instead of arguing and getting all riled up about the imbalanced percentages we should try better to understand why this is the case and explore if it is nature causing the differences and nothing else.

The most important thing for me is that if I want to run the 100 metres, become a ballet dance, operate a crane, play the drums, become a nurse, become a politician, or start a new business I can.

Greg Canty is a partner of Fuzion

Fuzion are a Marketing, PR and Graphic Design agency in Ireland with offices in Cork and Dublin

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Posted in Equality, Motivation, Personal development, Racism, Sport | Leave a Comment »

When mistakes are good

February 4, 2014

Kolo Toure mistake

I watched in horror as the most experienced defender on the pitch gifted the ball to the West Brom striker (formerly from Everton, of course) on the edge of the Liverpool FC box.

Sure enough he buried the ball in the corner past Simon Mignolet to level the match – damn!

Typical ….after thumping Everton a few days previous in a really “tough” match 4-nil, we (when it’s your team you have to say “we”)  threw away a lead in a game we were in total control of.

In truth the game was too easy – it’s as if the players slipped into second gear waiting on the in-form Liverpool strikers Luis Suarez and Daniel Sturridge to score a few more goals against this very ordinary West Brom team.

The poor defender Kolo Toure hung his head in shame as he knew he made a huge mistake, which contributed to throwing away two valuable points.

The manager Brendan Rodgers was asked after the game about this huge mistake.

Instead of blaming the player he applauded the courage and bravery of the Liverpool defenders to play football instead of booting the ball aimlessly down the pitch. His philosophy is to encourage them to use the ball, pass it and play it forward intelligently.

He made the point that when you take this brave approach you do run the risk of making mistakes and that this one was the first all season, which actually cost the team.

While the mistake hurts deeply when it comes along he reckons it is a price worth paying for playing great football – in truth there is no comparison between the football Liverpool are playing now and some of the awful stuff from a few years ago.

I just left a meeting where everyone is petrified of doing anything because they will know they will get hammered if they make a mistake – the result …no one is doing anything!

To get the best results from your team do you have to allow some mistakes?

Greg Canty is a partner of Fuzion

Fuzion are a Marketing, PR and Graphic Design agency in Ireland with offices in Cork and Dublin

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Posted in Management, Motivation, Personal development, Positivity, Staff training, Teamwork | 2 Comments »

Taking it too personally

February 1, 2014

Ireland dejected after New Zealand loss

“You just take things too personally”

This was said in some way to imply a criticism, that taking things too personally was a negative thing and that in some way it might even be a little unprofessional.

Maybe this is an issue and I wonder what the opposite might look like?

  • Not caring if you are on the subs bench
  • Not bothering when you don’t win a proposal that you worked your socks off on
  • Not being bothered when the manager takes you off in a match
  • Not caring if your clients project is a success or failure
  • Not caring when a team mate is taking abuse by an opposing player
  • Happily leaving a client take a route you feel won’t work
  • Not celebrating when you score a goal
  • Not caring whether your work colleagues get on or not
  • Knowing a team mate will go to whatever team pays the biggest money
  • Taking no notice when colleagues leave on the button when there are others under pressure
  • Not caring when a teammate is treated unfairly by the manager
  • Turning up and just doing what you are paid to do
  • Not being gutted when you deserved to win a match
  • Having no pride in the business
  • Feeling no responsibility for the club
  • Not being passionate about what you do

This list could go on and on …

Who do you want on your team?

Greg Canty is a partner of Fuzion

Fuzion are a Marketing, PR and Graphic Design agency in Ireland with offices in Cork and Dublin

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Posted in Motivation, Personal development, Teamwork | 1 Comment »

Big, Bold, Brave ….Belief

January 28, 2014

Teamwork.com

The .com domain name for Greg Canty gregcanty.com can be registered with Register365 for the total price of €8.95 per annum.

The .com domain is the big one, the universal one, which is easy to register and without any fuss. For example with the Irish domain .ie you need to jump a few hoops and at least make some attempt at proving that you or your business has a valid reason for being able to claim that name.

The frenzy at the beginning of the internet boom was the practice of some very clever people anticipating which domain names would be popular in the future. They purchased these in the hope that at some point in time they might earn a windfall when they could sell them off for big money.

A lot of domain names are still registered to people who will never use them and are still waiting for their big pay day!

According to Wikipedia the top ten most expensive domain names are:

  1. VacationRentals.com $35 million in 2007 
  2. Insure.com $16 million in 2009 
  3. Sex.com for $14 million in October 2010
  4. Fund.com 2008 £9.99 million
  5. Porn.com 2007 $9.5 million
  6. Fb.com by Facebook for $8.5 million in November 2010
  7. Business.com for $7.5 million in December 1999
  8. Diamond.com 2006 $7.5 million
  9. Beer.com 2004 $7 million
  10. Israel.com 2008 $5.88 million

It looks like the last big money transaction was in 2010.

What would make you pay this kind of huge money for a domain name?

  • It must be a core part of your brand and who you are – so much so that you can’t have anyone else using it and must get your hands on it
  • It must have huge earning potential in order to justify such a huge price tag – unless of course you have so much money that earnings are not a critical part of the equation

Even if these two elements are in place do you have the resources to pay out big money for a domain name and this must be weighed up against what you could do with this amount of money – could you make your existing domain name or a new name just as powerful if that fund was put being a marketing campaign?

Big, Bold, Brave

Teamwork LogoLast week I was at the Guinness Store House (a strange experience for me – I could see my old office from the top floor) for the launch of a domain name by a Fuzion client and great friends of mine, Digital Crew.

The guys have an incredible cloud based project management application called TeamworkPM, which only after a few years is creating a storm online and is quickly becoming the standard within the sector for managing projects.

These guys from Cork had paid over half a million euros for the domain name www.teamwork.com and were celebrating with friends and clients – at 9pm the new domain name was set live.

When I first heard this news I thought someone was pulling a fast one on me and when I realised it was true I wondered if they had totally lost their marbles!

This was certainly a BIG move, they are paying and playing big, they are thinking big (huge!) but then again they have a global product so it is a big market. What’s more they have big plans to develop a whole suite of products under the Teamwork name. 

It was definitely a BOLD move …they aren’t a Google, a Facebook, a Microsoft, a Twitter but this was a big bold move, which shows that they see themselves in that Premier league table.

BRAVE ….I’m not sure if I could have written that cheque!

To be fair to these guys this is isn’t the first time that they have been Big, Bold and Brave.

When Digital Crew were working on their core web development business and on some complex web projects they realised they needed a project management application to help co-ordinate their teams and the multiple tasks that were required. After playing with a few different applications online they decided ….these aren’t good enough, we can do better!

While ideas are great and we all have them, the guys got together at weekends and late in the evenings when the regular client work was done and starting building a new application.

After an incredibly hard slog the application TeamworkPM was ready, which they politely rolled out.

There was no immediate success but they interacted with customers, answered countless queries, joined discussions, tracked competitors, improved their product over and over and eventually they had momentum with some serious businesses coming on board and using the application – Walt Disney, Microsoft, EA Sports, Forbes and eBay to name a few.

Word of mouth, continuous improvements and dogged determination brought TeamworkPM to a point where the income from the application had surpassed their core business income.

They made an incredibly Big, Bold and Brave move to divest of their core business and put everything into their TeamworkPM application. Every month there is a big new feature added, which is a challenge they set for themselves.

Within a year they have added significantly to the team and even sent one of the founders to take office in New Zealand (poor Sam – we all know he hates the glorious weather and the beach!)so another time zone could be looked after.

While they have been making Big, Bold and Brave moves for a long time the decision to pay over half a million euros for the teamwork.com domain name is about something much more.

They have incredible BELIEF in what they are doing, in their own capability and in their vision. They know exactly where they are taking their business.

To Dan, Peter, Sam, Billy and all the Teamwork team …..thanks for showing us what Big, Bold and Brave looks like. My belief is your domain will be worth it!

Greg Canty is a partner of Fuzion

Fuzion are a Marketing, PR and Graphic Design agency in Ireland with offices in Cork and Dublin

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Posted in Brand Loyalty, Business Planning, Marketing, Motivation, Positivity, Teamwork, Web Marketing | 4 Comments »

The blog about blogging

January 24, 2014

Blogging for business

I was in the Guinness Storehouse last week at a client event and two people I had never met before came up to me and started chatting to me because of blogs of mine that they read. One of these conversations was on the way into the loo!

One of these posts was about the Jobbridge scheme and the other was about companies undoing the good by overselling.

Yesterday afternoon I came across an incredible blog post via Twitter , which gave me huge insight into the life of a friend of mine.

It struck home to me once again the reach and impact that blogs have and how powerful this activity has been for me and for our business, Fuzion.

I’m dedicated to writing at least one blog post every week, which I publish and circulate across my different social media platforms. Typically I will write it over the weekend on the laptop or first thing in the morning like this one ..

You could be reading this post from an email or direct from my blog site or you may have stumbled across it as a follower of mine or Fuzion on twitter, a friend of mine on Facebook, a fan of the Fuzion business page on Facebook or maybe on LinkedIn, either as a status update or posted as a discussion post on a LinkedIn group.

In any scenario I write my blog post, which gives me the ability to reach a big audience across a variety of platforms.

Hopefully anyone who reads them will find the posts interesting (I vary them between technical marketing orientated posts, some business observations and some very random personal and other posts) and as a result will form some sort of an opinion about me and Fuzion. Hopefully these opinions are good and if the need arises for our range of services we will be in the frame as a possible provider!

Yes, that is a reason that I write them but I also write them because I enjoy writing, connecting and receiving feedback. I get a buzz from them … Sad but true !

My blogs are hosted on the WordPress platform, which is easy to use, is well optimised and it provides me with great stats and insights about how readers came to my site and which posts have been read the most (or least!).

In terms of ideas I use a little notepad on my iPhone where I jot them down when they come to me and when I have time I have a peep at my list …. sometimes I see these notes and I just can’t figure out what I had in mind when I jotted them down!

So …. The big question – why blog at all?

Here are my reasons why you might consider it –

Social Media Noise – it is hard to grab attention online at this stage as it is a very congested place. By generating your own (hopefully quality) content you can stand out.

Expertise – what better way to demonstrate your expertise about your business than writing about it?

Passion – if you are passionate about what you do, your blog is a terrific way to demonstrate this. Passion is hard to hide!

Optimisation – at a very practical level if you write online about your subject matter enough and use the right keywords and follow some simple SEO protocol you will be found much easier by people searching

Writing Skills – blog writing sharpens your writing skills and it also helps to formulate your ideas and thoughts properly around your topics

Idea generation – once you commit to a blog a week/day/month you will be surprised how ideas come to you and how much sharper your mind gets after a while

Testing topics – you can gauge media potential for a topic through a blog post

Rant! – sometimes you might need to take on a topic or issue online and writing a blog and distributing it through your social media platforms can be extremely powerful.

Business – if you do it right with a clear focus and some patience your efforts will result in new business

Personality – your blog is a great way for people to get to know you, understand you, see what motivates and inspires you and possibly wish to do business with you. The platform gives you an opportunity to be less formal on a website for example.

Social Media Raw Material – After a while you will build up a bank of blog posts, which can provide valuable material to feed your hungry social media platforms. Many of your blog posts, depending on the topic are capable of being recycled – great tips and advice will not date.

This prize is there waiting for you (most of your competitors surprisingly won’t grab it) so it is up to you to seize the opportunity and be the one in your sector who is winning by blogging.

It might feel strange at first but like everything practice makes perfect and in no time at all you will be flying ..

Go on …you are just one click away!

Check out Tips about Blogging and Making some Noise

Greg Canty is a partner of Fuzion

Fuzion are a Marketing, PR and Graphic Design agency in Ireland with offices in Cork and Dublin

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Posted in Blogging, Marketing, Personal development, Personal Marketing, Social Media, Web Marketing | 2 Comments »

Complaints make Great Gifts!

January 20, 2014

Complaints make Great Gifts

“Can I meet you in the morning” was the request.

Oh no.. from the tone I felt a complaint coming – I wondered what was wrong.

This was a really good account and we were just at the early stages of working with this client. The project was quite complex, which involved quite a few members of our team.

There were quite a number of elements to the project including graphic design, web design, social media, event management, internal communications and PR. We pride ourselves on being able to handle all of these in-house, which is a real strength of ours.

Our team had been briefed well and each of us were working diligently on our own part of the project and liaising directly with the client.

Our relationship had started off in a really positive manner so I was really concerned and confused that something could be wrong.

We met and sure enough our client expressed a concern about how things were going with the project.

The client’s problem was really simple – While we were all quite clear about what we were doing he was overwhelmed by the correspondence and interaction from so many people on so many different aspects of the project. Collectively we were able to handle the huge variety of tasks but this was just way too confusing for him.

To alleviate this problem we arranged that all of our correspondence would come through just one person and we organised it in such a way that we were only dealing with one aspect at a time – while this did not seem like the most efficient way of dealing with things for us it was the best way as it worked for him.

This approach has been working out great and the project has been progressing really well since.

While we all hate complaints they are in fact precious gifts.

A customer instead of staying silent and suffering with a scenario that isn’t working for them has taken a huge step and communicated that something is wrong.

Take the complaint, listen attentively to it, understand it, embrace it and deal with it – complaints are precious gifts that can only make you better.

Greg Canty is a partner of Fuzion

Fuzion are a Marketing, PR and Graphic Design agency in Ireland with offices in Cork and Dublin

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Posted in Customer Care | 6 Comments »

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