Posts Tagged ‘PR Cork’

Are you throwing away the Wow?

February 18, 2013

Fitting Carpets

We were excited as we pulled into the drive after a long day – after work we had to attend an event and eventually we were on the way home ..after midnight!

That day we knew the new carpets that we had ordered were laid and we were nervously looking forward to seeing our home transformed – the old carpets had been there for over 12 years and it was time for a change ..

After picking the carpets in the showroom you can never be quite sure if what you picked out actually does in fact work with the colours in the house – we were nervous but we were hoping that the little investment would be worth it and our home would be transformed for the better.

We opened the front door and switched on the hall lights ….

A wall of upset hit both of us as we saw the mess everywhere – the carpets were installed but the fitters had left the place like a bomb hit it. There were carpet cuttings everywhere, loose pieces of carpet, nails, broken grips. The fitters had stormed through the house moving furniture from one room to the other and returning them randomly, there was a pile of rubbish in the corner of the bedroom and the bedside lockers were stacked in the bathroom.

We couldn’t close the bedroom door because the carpet was a deeper pile – who would leave it without being able to close the door? We felt like the place had been violated, people had been in our home who didn’t give a damn how they left the place – nearly as if robbers had been through the place.

We were raging and really very upset. I wanted to just return all of the carpets  – Dee just wanted to go to bed but I knew I couldn’t face the mess in the morning and carry this horrible feeling into another day.

I started tidying, gathering up the nails, the loose pieces of carpet and I hoovered the whole place with Dee’s help. Miraculously after about 40 minutes the place transformed and we were able to see that the carpet was in fact gorgeous and despite our initial feelings it looked like the carpets were fitted really well!

We didn’t want this crew back in our home so we agreed to ask a friend in the morning to sort the door problem.

With just a little bit of extra care and attention and a quick tidy up, the carpet fitters could have easily delivered us a huge “Wow” but instead they carelessly threw this away and destroyed a great customer experience.

Sometimes when we are operating to tight budgets do we end up throwing away the valuable “wow” that ends up costing us a lot more in real terms?

The “wow” is the most important part of the whole transaction – don’t throw it away? 

Greg Canty is a partner of Fuzion

Fuzion are a Marketing & PR firm with offices in Cork and Dublin

Deirdre – When does a business start?

July 8, 2012
Deirdre Waldron - Fuzion PR

Deirdre Waldron – Fuzion PR

Deirdre Waldron or Dee as most of you know her, started the Fuzion journey many moons ago.

She will admit herself that the very last job she had before she started Fuzion was with a newspaper in Kerry and it was literally nearly killing her!

She will tell you quietly that there were days she was feeling so miserable that she wished for a small car crash that would put her out of action for a while (with only minor injuries of course!).

Can you imagine, someone that talented being that miserable in their job – whatever was going on in that newspaper they managed to squeeze the life out of her and she eventually quit.

Even though there was a lot going on in her life Dee decided it was time to try things on her own and Fuzion was borne.

When I met her first towards the end of 2000 I was well impressed by her determination, her tenacity and her willingness to get results for her first clients, which included the Kerryman newspaper and some other businesses in the Kerry region. Within no time she had taken on an assistant and I watched her close hand at events and dealing with the media.

I could see the results she was achieving for her clients as a result of her talent and this incredible work ethic that she had picked up in no small way from her formidable mother Joan, who was quite an able businesswoman herself.

As the Marketing Director of the Rose of Tralee I witnessed her skilfully dealing with the local and national press and I watched her protect the girls and the eventual winner with the media. She worked tirelessly on this project  – and this was a voluntary role!

I clearly remember one day en route to Limerick listening to her on the radio cleverly defending and promoting the merits of the Rose of Tralee to Ray D’Arcy on national radio (in later years he went on to present the event – I think she left a lasting impression on him!) . This Cork boy was very impressed with the Kerry girl who had no idea how good she was.

Deirdre Waldron and Greg Canty - Fuzion PR

Fuzion 10 Year Party!

After some persuasion I convinced Deirdre of the attributes of  Cork and the opportunities that would be available to her and in late 2001 she packed her bags and Fuzion HQ had moved!

Since then I packed up my full time job and joined Deirdre in Fuzion and gradually we went from working from home to opening an office in Cork city and in the last few years one in Dublin. We carefully added more members and skill-set to the team despite it being a tough time for business and each of them have benefited from working with Dee in the same way that I have.

I have had an incredible journey and absolutely love the work we do in Fuzion and for that I have to thank Deirdre for making that decision to go it alone a long time ago ..

Thanks Dee, you’re a star!

Greg Canty is a partner of Fuzion

Fuzion are a PR firm with offices in Cork and Dublin

Are examples of Good Customer Service harder to remember than Bad Ones?

April 21, 2012
Bad customer service

Can you think of a good example?

What’s your example of good customer service?” ….. Silence

I can’t think of any” our PR course participant replied …

Ok, I’ll come back to you later, you’ll surely think of one example

As part of our PR courses for small business we always emphasise that PR is about “managing your reputation“.

Your PR firm can play a valuable part in that process but any efforts here are totally worthless if a business can’t create the right reputation building blocks by providing good customer service. We make this point on our courses and conduct a small exercise by asking the participants if they can give us examples of good customer service.

This exercise always surprises me as we often see some repetition with names of businesses that are mentioned – for example at two recent courses Apple were mentioned for their “no quibble” approach to problems. Nash19  always get a mention in courses that we run in Cork. The examples given are always intriguing and often they relate to how a problem or an issue was dealt with.

At a recent class we conducted this “good customer service” exercise and the first person to respond launched into a bad experience she had with a mobile broadband provider. I stopped her in her tracks and emphasised that it was examples of “good” customer service that we were actually looking for. She nodded politely as if she had grasped my point …. She then continued to tell the group in detail, blow by blow how lousy the service was! The whole group broke into laughter as we witnessed first hand how enthusiastic we are about sharing “bad” experiences.

In our most recent course I continued asking the other participants for their examples of good service and I was surprised to come to another person who again could not give me an example of good customer service … Not one!

You’ll think of one in a minute, I’ll come back to you” I said , giving them an extra few moments to think of an example.

Once again I continued asking the others for their examples.

My own example that I shared with the group happened quite recently in West Cork.

At the Celtic Ross Hotel recently I was running a Social Media course early in the morning. As I arrived a hotel staff member looked after me, took me to the well equipped and very comfortable conference room and then asked me if I wanted a coffee ….godsend!

On this gorgeous morning I found myself with a few minutes to spare so I vey briefly walked outside to take in the fabulous view. When I came back , Michal from the hotel brought me a cup of coffee but there was one already on my presentation table. Confused I pointed out that he had already brought me a cup ..”Oh yeah, I spotted that you had gone outside and I guessed your coffee would have been cold!

Wow ….that’s great service – I shared my story with the group.

To finish the customer service session I went back to the two ladies who earlier could not think of an example.

Sorry, I can’t think of anything” said the first. I turned to the other – “I’m really sorry” she said apologetically “I can’t think of an example either

This just amazed me ..

Is customer service so bad that some of us never have a good experience or is it that we just remember the bad?

PR starts with good customer service.

Can you think of an example?

Greg Canty is a partner of Fuzion