Yesterday I received a very expensive brochure in the mail, almost magazine quality. It was beautifully designed with striking colors and even wrapped in a transparent wrapper. I was impressed . . . so impressed that I tossed it into the garbage without removing the wrapper.
I know that you do the same, every day, at home and at work.
This is not a knock on brochures. Most of us use such important collateral material all the time in the course of our direct mail marketing and as leave behinds at meetings.
Have you ever had a situation when you were the customer, a problem occurred, stress was running high and the service provider stepped up and solved the problem?
A classic is when you show up at a hotel and they do not have your room reservation, so after a bit of conferencing they not only find you a room but upgrade you for your trouble. We tend to forget they caused the problem in the first place, and remember how they came through for us in the clutch.
We can learn a lot from these kinds of scenarios to apply to the sell side.Read More
In our book, “Mr. Shmooze,” we spend a lot of time on the concept of “elevation.” That is, taking the small details that go into our day-to-day interaction with people and “kicking them up a notch” so that we stand out from competitors who mope along without adding any spice to the lives of people around them.
We point out in the book that you never know when you are going to run into an “elevator,” that is, a Mr. or Ms. Shmooze. But when you do, the difference is both inspiring and profound.
This past week, I ran into a concierge, Robert, who makes most concierge people look stoic by comparison.
First of all, his personality lit up the entire lobby. He greeted everyone from the car hops to the bellman by name, and his friendly and booming voice formed the epicenter of the entire lobby area.
When we engaged, he was a great listener. He then began to recommend some restaurants with details about the cuisine and the wine lists that were both knowledgeable and enthusiastic.
Game of Thrones was a cultural phenomenon. It attracted and energized people from all over the world who fully invested in the show’s dramatic story line, extraordinary writing, riveting characters and fantastic actors.
For seven years it built and captivated its huge audience with world-class engagement. And then came season eight.
The media industry has never seen anything quite like it. The drop off in storyline, character development and writing were the topic of criticism around the world. People wondered how such a hard won, beautiful journey could fall off so abruptly.