Posts Tagged ‘Greg Canty’

Porridge & what I learnt about samples!

November 1, 2011
Flahavans Porridge

Hard habit to break?

I don’t like porridge, at least that’s what I always thought!

In truth I had never tasted it and at 46 what were the chances of me developing a taste for a new cereal? In particular one that was sticky, stodgy and a little messy to make.

I came down the stairs and as usual a really busy week at work meant that the shopping had been neglected and the cupboards were bare, except for this box of Flahavans porridge that had been given to each of the attendees at the Cork Chamber annual conference.

Ok, desperate times calls for desperate measures so let’s try it – how bad can it be? I crack open the carton and see 10 sachets inside with a handy little measuring cup. I quickly read the instructions, empty the sachet, two measures of milk, 2 minutes in the microwave and stir.

Hmmm ..not as bad as I was expecting but maybe it could have been a little sweeter?

Next morning and due to another hectic day at work and the small matter of final accounts being needed for the tax deadline the shopping had still been neglected – ok, let’s try the porridge again but this time lets add a small dash of maple syrup that I found at the back of the cupboard.

Hmmm..this was quite nice after all, it was easy to make and very warming on a cold and miserable morning.

Next morning – I’m looking forward to my porridge. A new habit was born!

It’s never too late to convert a customer but if you are doing it with samples don’t just give them a taste, give them enough so they can form a new habit.

Flahavans – well done to you!

I’m sure at some point that someone internally put their neck on the line and insisted that full boxes of product be given to participants at conferences instead of single sachets because they understood that’s what is needed to change habits.

Greg Canty is a partner of Fuzion

Do the right thing or do the right thing for you?

October 23, 2011

Do the right thing

I sat in the car with the engine running wondering should I turn back?

I had agreed to attend an unfair dismissal hearing as a witness for a guy who had been mistreated by his ex-employer. My dilemma was that his employer was a big company that we were likely to be pitching to in the future on some projects that we were working on. This was a little tricky – I didn’t really know this guy that well but I did know that he had been treated quite unfairly.

I wondered why he was relying on me as I reckoned there were another few guys better placed to be witnesses but unfortunately with these things many people “don’t want to get involved“. In my early naive career days I struggled to understand why people behaved like that – but after a while you I understood the need to be careful and watch the big picture.

Anyhow I reflected on the situation, decided that he had been wronged and continued on my journey to his hearing – I honestly told them what I knew and along with some other evidence this helped to win his case and he managed to negotiate a settlement, which he put towards setting up on his own.

I am happy to report that it was probably the best thing that happened to him and he now has a really successful business – he also turned out to be a really great client of ours a few years later!

Sometimes we are faced with these tricky situations and it can be hard not to think of your own interests first. It’s probably being irresponsible but when it comes down to it – maybe we should just do the right thing.

Greg Canty is a partner of Fuzion Marketing & PR

When Great Products can mask over Poor Service

October 15, 2011
Butlers Chocolates

Great Coffee - Not so great service

I found myself in the queue of Butlers Chocolate Coffee Shop for about the fifth time in the week for my ritual morning treat and I just decided that I had to leave and search the streets of Cork for another alternative outlet that might serve coffee as good because of what I witnessed the previous day(Cork Coffee Roasters on Bridge Street is a little too far away).

Unfortunately I didn’t find a better cup of coffee anywhere so I just have to try to solve my dilemma by blogging about my experience in the hope that Butlers might notice.

Butlers Chocolate Coffee Shops do great coffee but at times the customer service is just appalling (my social media contacts will have seen a zillion posts about this from me). Some of the staff are very friendly and some are really quite the opposite. I find this incredible – I go in there at least three or four times a week, I buy a few coffees each time and some of the regular staff would neither smile, make small talk or even make eye contact.

There is also a very definite policy of preparing the coffee for the customer and leaving it on the counter and then “shouting” out the order until the customer hears and collects. You could be in there on a quiet day, sitting having a chat while waiting for your coffee , just feet from the counter and the staff will still “shout” your order instead of popping it over to you – I must admit this drives me nuts!

This must be how the staff are trained and I feel it also probably lends itself to a culture whereby a “no smile” scenario is quite acceptable as well. I can see the logic around staff overhead but this policy needs to be applied with some intelligence and “cop on”.

Hilariously they recently introduced a new electronic loyalty card system called a “Happiness” card and for the few weeks around it’s introduction all the staff had t-shirts with “Happiness” written boldly across them. With the card you earn your usual one in ten coffees free but you also earn loyalty points – all designed to have you coming back. Now there’s a good promotional idea!

This week I witnessed the very worst customer service incident, which motivated me to eventually write – A woman with a young kid and a new born baby around her neck in a little sling ordered a low fat latte. She seemed under pressure as she sat down while waiting for her coffee – the “shout” duly followed by the staff member: “low fat latte” to be followed by an even louder and more impatient “low fat latte“.

The poor lady who was sitting down and a little under pressure with her toddler and baby responded “I’ll get it when I am ready“. At this stage practically every customer in the coffee shop had heard the awful interaction and were trying to figure out why none of the three staff on duty could make an exception and walk the few feet over to the woman with her coffee.

I was chatting with a buddy of mine and I was about to collect the coffee from the counter and bring it over to the woman only to be beaten to the punch by another customer.

Incredible!

The product is great so we keep going back but at some point a new coffee shop will open that will know the value of smiling and the even greater the value of bringing coffee down to a customer in extreme or not so extreme situations .. I look forward to it.

If you have a great product be careful not to create an opportunity for poor service to creep in.

Greg Canty is a partner of Fuzion

What team are you playing like?

October 3, 2011
Brazil

What team are you playing like?

For some reason this year always felt like it was going to be one hell of a challenge. I must admit I was really worried about the effect of the budget changes and the reduced disposable income that we all have as a result. While the budget has had the predicted negative affect on the domestic economy a lot of things have changed, which have managed to balance this out.

The most important of these is a genuine attitude shift from people in business who are digging deep and really trying their best to make things happen for themselves. A true fighting spirit and resolve is coming through and people are trying “positive” things in the marketplace. We are at the coal face and are witnessing the uplift first hand – We are really busy with some really exciting new projects and it is all down to people being proactive and trying their best to make it happen. After all who else will do it for you?

So here we are entering the last quarter of the year and we are still standing – I must admit that I had been approaching the year very cautiously and found myself marking each month down as another one survived!

Enough, Enough… We have done well but we need to stop all of this “survival” thinking,  and if we were to use a football analogy we have probably been playing a defensive, cautious match like a classic Italian soccer team!

It’s time for the manager to call the captain to the side of the pitch and whisper “You’re a talented team, take off the shackles, enjoy yourself and start playing like Brazil”

What team are you playing like?

Greg Canty is a partner of Fuzion

Handling the pressure of not being able to pay your debts

September 18, 2011
Handling the pressure of debt

Under Pressure

I guess a lot of people are finding themselves in a situation today where they just don’t have the funds to pay what they owe.

What do you do when you find yourself in this situation? – how do you deal with it, how do you cope, how do you handle those phone calls, how do you handle the pressure?

Unless you have been in the situation before do you know what to do or how you would react?

Will you avoid all calls and email requests, will you make promises you just can’t keep, will you tell lies about cheques that have been sent or will you take every call and be up front and honest with every single caller as to what the situation is and how you intend sorting it out?

Will you promise your creditor an update within a fixed time period and actually deliver this update?

When you are in this spot more than likely on one hand you are fighting for survival, for solutions while at the same time trying to deal with this mixture of creditors – angry, understanding, patient, worried all demanding their payments.

A number of years back I found myself in this spot – I was selling the business I was a joint partner of, I had my figures done, money in and money owed. The theory was perfect – I would have enough from the proceeds to comfortably settle all monies due and even have a good balance left over!! A fine reward for 12 years of hard work..

A few things went badly wrong (a landlord deliberately delaying the lease assignment for over a year was the main problem, which caused huge problems as we were operating month to month) and I found myself with a significant shortfall – the day I did my tally that awful, sick sinking feeling just took over my body and I broke into a cold sweat realising that I was in a financial hole.

When that awful sick feeling and sheer panic eventually subsided (this stayed with me for at least a week – a dark place to be) I had to start dealing with the situation.

The supplier phone calls ? I could tell you that I took every one as they came in but honestly I couldn’t handle them, I had enough on my plate trying to get my head right and deal with the situation and I just wasn’t able to cope with these calls at the same time. I had never actually dealt with the suppliers directly, which definitely made it easier.

When I started to calm down I made my plan. I asked my good friend and accountant Tom Sheehan of TA Sheehan & Co in Cork to help.

We figured out how much we could pay everyone and Tom took over the job of negotiating with each supplier. I corresponded with all suppliers by fax (I just wasn’t able for the phone calls) and passed on Tom’s details – he took it from there and successfully settled with all of them. The business had dealings with most of these suppliers for over 12 years so I reckoned that they had made plenty from me over the years – either way I could not pay them what I did not have.

This was a horrible time in my life and I’m sure it was quite unpleasant for those my business owed money to – most of these were big multinationals but some were small businesses and I am sure these were quite worried at the time.

Was I honourable? I guess I was in the end but I do know how difficult it was to deal with those calls – for a while I did hide and I did need help to deal with the situation.

My advice for anyone in this tight spot – do what you can but don’t hide, if you need help then ask for it. Stay honourable ..

PS: Thank you Tom – the help you gave me at this time I’ll never forget and it kept me sane!

Greg Canty is a partner of Fuzion

Have you Stormed the Recession?

September 13, 2011
Perfect Storm

Navigating the Storm

At the beginning of 2009 I wrote this article for a few publications – this was written when “panic” was at a peak and we were all scrambling and desperately trying to find solid ground as the earth was crumbling under our feet:

Storming the Recession (Feb 2009)

Right now the country is gripped not only by Recession, but by Depression. The fear is absolutely tangible with everyone, as we face the storm that is raging all around us.

The money men are telling us to chase our debtors aggressively, delay our creditors as much as possible and cut back on spending.  That’s fine if we all existed in isolation of each other but it doesn’t take a genius to figure out that this approach will have everything grinding to a halt in a very short space of time.

Instead of this negative approach how about, rather that defence, think attack and work towards Storming the Recession?

Let’s work hard – carefully but positively; let’s deliver great service to our customers instead of just good service and let’s keep our eyes wide open to spot the unique opportunities that will present themselves in this unique climate – can we allow ourselves to keep an open mind to the many opportunities that are out there?

Your approach to Marketing Activity will be a key factor.

If you cut back on your Marketing activity where will this leave your business? What impact will it have on volume?  Will you fall behind your competitors, lose your footing in the marketplace and could it damage your business in the long term?

Also, if your competitors pull back from their activities does this present you with an opportunity?

Without a doubt business will not come as easy as it has in the recent past.  You will need to be more pro-active than before, as your competitors could well be chasing your customers more aggressively than ever before.  Can your business really afford to hide at the moment?

Accepting that the financial health of business may have changed you should re-evaluate your activities and seek better value from your Budget:

  • Advertising – Evaluate effectiveness & negotiate (never has there been a better time to bargain!)
  • Bring PR into the mix – Achieve valuable editorial
  • Social Media Activity – Telling the great story of you and your business
  • Promotions – Get your message out there through prize giveaways, often this can be achieved with no media cost
  • Direct Marketing – Communicate directly to your target audience
  • Customer Database – Ensure your database methods are in order so you can communicate economically and build customer loyalty through communicating information and offers
  • Cross Selling – Increase business with customers by attracting them to other services
  • Review – Make sure you are recording the results of your campaigns
  • Team Review – All your team should fully understand your objectives
  • Web Optimisation – Ensure that your website is in order and that your prospective customers can find it easily.
  • Business Network – Increase your network of contacts proactively by joining and participating in business networks such as the Chamber

Storming the Recession is a positive strategy to deal with the current climate.

By delivering great service, operating as efficiently as possible, and by not hiding in the marketplace, you will be in a position to take advantage of the unique opportunities that will present themselves during this period and ride out this storm.

Have you stormed the recession?

Greg Canty is a partner of Fuzion

 

Factor 15, the Flywheel and that crew in Killarney

September 6, 2011
Irish Summer

See you in 2012?

I’m getting ready for another day, up early and wondering what to wear ..

The rain pounding against the bedroom window and a night of strong winds rattling fence doors and outdoor tables and chairs guides me towards something sensible and yes we will be wearing a coat today. This was after a cold September night (I find that hard to say as don’t really want to admit that August, the summer of 2011 is done and dusted) when we had to fire up the heating for a while. Strangely enough that wasn’t the first time – in August we turned it on twice!

Grabbing a towel from the cupboard in the dark and something drops onto the floor – Light on..My God, I haven’t seen that in a while and I won’t be needing it again for a really long time unless we escape to somewhere sunny for a week (now there’s an idea!). It was a bottle of Factor 15 sun protection – I didn’t get to use much of this in 2011 – whichever way you cut it the summer was shocking and it has left a lot of us really disappointed. We could definitely have done with some (any ..) sunshine.

I illogically held onto the strange idea that we would have a great summer because we had a lousy winter and even more illogically that we would have a great summer because the usual “leaving cert” summer heat wave never happened. Indian summer – nah, doubt it..

What can we do?

At least we don’t depend on the weather too much for our business but it does to some extent as it would affect some of our clients working in the tourism sector and we do a lot of work in this area.

Tidy Town success for Killarney

Tidy Town success for Killarney

Yesterday was a huge day for one of our clients, The Killarney Chamber of Tourism & Commerce. They have just won the Tidy Towns competition for 2011 and unfortunately had to celebrate in terrible weather yesterday (5th Sept, 2011). In Killarney they are hugely dependant on the Tourism sector and as you imagine the lousy weather can’t have helped them a whole pile.

Ironically they had a great year despite the elements – you could put this down to many factors but as a close observer I put it down to simply doing the right thing consistently.

In my last blog I spoke about the fabulous book by Jim Collins, called Good to Great where he scientifically unearthed the factors that led to the sustained success of what he called “Great” companies.

The reasons for Killarney’s terrific Tidy Towns win and the terrific season is rooted in one of the success factors that Jim Collins talks about. He speaks about the Flywheel..

Initially it takes a lot of effort, toil and sweat to achieve a small movement to the flywheel – it takes a lot of people pushing and pushing in the same direction before you achieve any movement – eventually some momentum is achieved and with more and more pushing even more momentum is achieved. Before you know it the flywheel is moving quickly and just needs another nudge now and then in the right direction to maintain the momentum.

To the outside world it looks like it is easy, that success just came knocking on the door and it just had to be opened. To the people involved they are shocked at anyone that thinks it was easy – they remember the times when huge effort was required to achieve even the tiniest momentum.

Killarney – we have been working with them for about 6 years. Yes, they are blessed with the most incredible natural attributes but they have this team spirit, this rising tide mentality, this can do attitude, this belief that nothing happens by itself and that they need to be proactive at all times to achieve success.

Jaunting Cars - Killarney

Winning is Easy?

The town is beautiful, it is spotless, the tourist product is superb, the hotels, guesthouses and B&B’s know their business and are experts at delivering a genuine welcome. They have Summerfest, they have the Rally, they have Christmas in Killarney, they have the Irish Open, they have the right attitude. You may have noticed the teams of volunteers in Killarney, adults and children early in the mornings and late in the evenings painting, tidying, gardening and picking up rubbish all around the town – at one point this year there was a row because some of these guys refused to be featured in some PR shots for a TV programme.

That’s not why they are doing it” we were told. That goes against the grain with our Never Waste a Good Story mentality – very frustrating. It does tell you a big story about them – this is about collective pride in their town. Well done Killarney!

They can’t do anything about the rain but they can can decide how they go about their business – control what you can, go about your business in the best possible way and if the sun shines it’s a bonus!

Flywheel..

Greg Canty is a partner of Fuzion

The Three Circles and the Path you Choose

August 28, 2011
Greg and Brendan Canty

Parental advice!

My son Brendan Canty has just qualified from CIT, having completed a multi media course. He wants to work in film in some way and he is also really passionate about music.

How unusual – a 22 year old being passionate about music!

Like every other parent you worry about what your children will do – you want them to find a job, earn a living and in this climate it has never been quite so tough.

You need to find a god solid job” I hear myself saying..

Well – he has set up his own website operating under the name Feel Good Lost and he has been busy producing videos for bands from all over the world – with the web and modern technology this is all quite easy, apparently!

His last music video was for a “secret” American solo artist who goes under the name Slow Magic and the track he produced was for a song called Corvette Cassette. There is a video producers peer website called Vimeo (this is like a worldwide YouTube for video and film producers), which has just featured this song as a staff pic – at the time of writing the video has been viewed 63,000 times across the world.

While Brendan does some excellent corporate video work for Fuzion and his own clients he excels when he combines his love of music and his film profession. On Friday nights he DJ’s in The Pavilion in Cork combining music and visuals as part of his unique set operating under the Feel Good Lost name.

Slow Magic // Corvette Cassette from Feel Good Lost on Vimeo.

He is following his dream and his passion and it had me thinking about career choices and Three Circles..

In Jim Collins fabulous business book Good to Great (for me this book is a business bible) he talks about companies using a Three Circle criteria as a guide to the activities they should get involved in:

A company should only engage in activities that:

  1. It is passionate about
  2. It can excel at
  3. It can make money from

The basic principle is that if companies concentrate their efforts on activities that meet all three of these criteria then they will inevitably be very successful – this is one of the factors that Jim Collins attributes to the success of what he calls “Great” companies.

If you are looking for a new job or a new challenge how about using the Three Circle Criteria for deciding which path you choose?

Greg Canty is a partner of Fuzion

Waiting for the Penny to drop

August 26, 2011
Changing trends?

Changing trends?

I was reading the text of an interview with a prominent retailer in Ireland (in business for over 40 years) who has a number of outlets – he was talking about the current state of his business and his outlook for the future.

Some of this is as you would expect:

Footfall, passing trade, impulse buying and general sales have decreased.. Last year was bad and this year is the worst ever … there is a need to work harder and continue to offer great quality, reasonable prices and a top class service to customers … we have to offer continuous promotions to keep the business ticking over …

we have to offer discounts to get customers to part with their money … whether we are in sale or not customers will often barter for a lower price and we are prepared to negotiate … the nature of our business is very personalised and we promote it with quality merchandise and great quality…

we’ve reduced prices by between 20 and 50 per cent, which customers have reacted well to… circumstances are changing on an almost daily basis as there seems to be a constant crisis with the Irish economy… we never got complacent even in the good times … the government isn’t doing enough to ensure healthy business and sales growth in Ireland…

Vat and rates are beyond our control and are the main reason why so many businesses are closing for good… we advertise on local radio and in the local press…. we do what we can to keep the doors open… hopefully there is light at the end of the tunnel

Now this is a guy and a business who has been in a permanent scrap for the last few years, no doubt fighting with landlords over rent, cutting back on staff levels, reducing staff wages, negotiating with suppliers over margins, fighting on a daily basis to get more efficiencies in the business and doing everything I am sure to stay in the game.

With admiration I am saying to myself “well done you are one of the great survivors – it sounds like you have been doing everything to survive” – then I read one final piece in the interview..

I acknowledge the growing importance of social media sites such as Facebook and Twitter for making immediate contact with my customers … we’re in the process of setting up a Facebook profile aimed at younger customers as I recognise the importance of social media as a form of free and immediate advertising

In the process of setting up a Facebook profile! – I find myself screaming to myself ..”What are you waiting for?”

Unfortunately this hard working business is fighting a battle on many fronts but it is stuck in the slow lane with smart competitors putting on the indicator and whizzing quickly by – he probably doesn’t even notice them.

Despite the extreme economic climate and the huge shift in how we consume media for many people the huge Social Media Penny has still not dropped … one of these days!

Why do we find it so hard to adapt?

Greg Canty is a partner of Fuzion

At Fuzion we offer social media consultancy to clients even those where the penny takes a while to drop!

Patrick’s Hill, Heroes and Villains

August 17, 2011
Tour de Munster - Down Syndrome Ireland

The anticipation !

We anxiously waited on Patrick’s Hill in Cork alongside partners, children, other family members, people from the charity, collectors, sponsors, spectators, cycle fans and curious onlookers.

This was the finale of the Tour de Munster, one last leg of the gruelling 600km cycle around Munster in just four days. The 150 cyclists were delayed as there was a nasty tumble earlier in the day when one of the guys had a bad fall and suffered concussion – this left the schedule about an hour behind.

Every year Paul Sheridan and his team of cycling and fundraising enthusiasts endure this four days of madness for a different charity. For the second year in succession Down Syndrome Ireland are the chosen recipients for all the fundraising efforts, which already look like they are going to break all previous records.

Months of organisation, training, discipline and endurance have gone into this and every other Tour de Munster, which is now in its 11th year. Paul Sheridan is a tough task master and every year for months in advance he drives this team of cyclists hard, preparing them for these gruelling four days.

Tour de Munster

Who said this was tough?

There are some seasoned cyclists in the troop but the 150 is also made up of a random mix of all sorts who have committed themselves to this crazy challenge. This includes parents of kids with Down Syndrome who are literally cycling for better facilities for their children – these aren’t superb athletes, just ordinary folks with ordinary lives doing extraordinary things.

The excitement is building on Patrick’s Hill and then we have the most awful incident – Ger McCarthy the professional press photographer while preparing to capture images for the newspapers the next morning turns his back for two seconds and discovers that both his expensive Nikon cameras have been stolen (Nikon D3 & D3s).

Did anyone spot anything? – this was done so swiftly and so professionally no one really realised the seriousness of what was happening around them. Basically a car (reddish/maroon old model Toyota) with a few opportunistic men (I don’t want to be racist but these guys have been described as Hispanic looking) drove up Patrick’s Hill, spotted the cameras on the ground behind Ger, did a quick u-turn, pulled in just him and quickly snatched the cameras and sped off… well done boys, aren’t you just fabulous!

Thankfully Griffith College have cameras outside their building and our two opportunists have been captured on camera – hopefully this will result in them getting what they deserve.

I must admit I was so furious and really upset about this – in the middle of all this “goodness” these thieves just turn up and show us all the other side of life.

A few phone calls later and Ger, the ever professional has a replacement camera and we have contacted the Gardai, the newspapers and radio stations and also been busy getting the message out on Twitter and Facebook.

Ger puts the incident to the back of his head and readies himself for the cycling troop.

Sean Kelly - Tour de Munster

Sean Kelly leads the Heroes up Patrick's Hill

The excitement continues to build and eventually the 150 troop are spotted coming across Patrick’s Bridge escorted by a Gardai motorbike team. They stop at the end of the bridge while the Gardai manage the traffic to let the cyclists through. Led by the absolute Irish cycling legend Sean Kelly who stayed with the team for the full four day cycle the cyclists burst from the bridge, up Bridge Street and start the determined and punishing climb up Patrick’s Hill with hundreds of friends and spectators cheering them on and encouraging them to the summit.

Some at their own manageable pace and some sprinting to the top – the daunting hill is a little bit too much for some of the cyclists after the 600 kilometre, four day test and they carry their bikes up the hill.

The last leg is a short journey to the Silversprings hotel for family reunions, refreshments and celebrations – in the comfort of our car we make our way to the hotel and pass four of the cyclists who stopped to help one of the guys fix a puncture literally one minute from the hotel – this cycle is about something very, very special.

The courageous efforts by these heroes will benefit the many heroes in Munster affected with Down Syndrome.

Unfortunately as in every other walk of life for all of the heroes we have we also have too many villains.

Villains – take a good hard look at yourself and realise what you are doing to good people … don’t forget you were caught on camera!

Heroes – I salute you.

Ger McCarthy – thanks for being a total professional as always & we all hope you will get your gear back.

Greg Canty is a partner of Fuzion

*Great Update – on Wednesday17th August (just 3 days after the incident) the cameras were recovered as a result of a house raid by the Gardai – this was possible due to the cameras, the help from the public, the help from the media and getting the story out on social media – all of this culminated in our friends being identified.

Good wins out in the end !