I think the airline industry could use some PR, (and so could the taxman)
What with all the travelling I do, I’d regard myself as a pretty savvy traveller, so it came as a shock recently when I tried to use my Aeroplan miles to get my wife and I to New York City and back. There were several options, and because we were booking six months ahead of time, awe could choose our departure times from a long list. Problem is this: although the tickets are “free”, then taxes on each ticket between Toronto’s Pearson and New York City’s La Guardia Airports is a staggering $149 per ticket. Yikes!
I then for the fun of it tried to book the same tickets from Buffalo to La Guardia. All in per ticket was $180 Canadian ... and that includes taxes of $21 Canadian per ticket. How can that be, I asked myself?
Simple, as Canadians, we are being taxed to death!
So what’s the PR spin here … Airlines, free is not free. Hardly, and you got to deal with that and communicate that. Sticker-shock is not cool. The taxman – communicate more, let us know in more clear term why you are charging us these high taxes. Be more upfront. After all – that’s the essence of PR!
Saturday, May 16, 2009
Sunday, April 12, 2009
Is there anybody out there?
Just a few minutes ago,. I had occasion to call the company we use for conference calling on behalf of our clients. They’re a great company, Premiere Conferencing. Please see http://www.premiereglobal.ca/en/. We have been using them for a few years and we are very happy. We like their pricing. We like their quality. So?
Well, I needed to call them. Armed with our latest bill, I searched and searched for a number to call. Alas, there was email and snail mail … no-one to call.
Hello? You’re in the phone business no??
So I Googled the company and found them easily. Thanks Google! I spoke to as very helpful agent, Jeff Fraser. He was excellent – answered all my questions and made the necessary changes to my account. Pronto and without issue.
I have also sent a fast note to the company’s Canadian GM (Timothy Lang) bringing this to his attention. Rule 1: Make it easy, no … very easy for your customers to reach you in any way they choose.
Let’s see if they hear me. Stay posted!
Well, I needed to call them. Armed with our latest bill, I searched and searched for a number to call. Alas, there was email and snail mail … no-one to call.
Hello? You’re in the phone business no??
So I Googled the company and found them easily. Thanks Google! I spoke to as very helpful agent, Jeff Fraser. He was excellent – answered all my questions and made the necessary changes to my account. Pronto and without issue.
I have also sent a fast note to the company’s Canadian GM (Timothy Lang) bringing this to his attention. Rule 1: Make it easy, no … very easy for your customers to reach you in any way they choose.
Let’s see if they hear me. Stay posted!
Saturday, April 4, 2009
It's NOT the end of an era
I just wanted to take a sec to commend Carol Wilson, Editor-in-Chief of Telephony Magazine for her editor's letter in the publication's April 2009 edition. Please see www.tiny.cc/xi2Fu.
Established in 1901 (yup, that nineteen o one), it pretty much is the last telecomm trade pub standing ... and Carol makes some excellent points. The publication truly is high quality and employs some of the most talented writers the industry has to offer.
RCR folded last month and personally, I would be greatly saddened if Telephony were to suffer the same fate.
Carol, you're running a great pub. Advertisers, find the money to support them! We'll all be worse off if Telephony stops publishing.
Established in 1901 (yup, that nineteen o one), it pretty much is the last telecomm trade pub standing ... and Carol makes some excellent points. The publication truly is high quality and employs some of the most talented writers the industry has to offer.
RCR folded last month and personally, I would be greatly saddened if Telephony were to suffer the same fate.
Carol, you're running a great pub. Advertisers, find the money to support them! We'll all be worse off if Telephony stops publishing.
Wednesday, April 1, 2009
It's not bad to cry
I’d like to thank my friend Suzie in Montreal who inspired this posting.
You know, it’s really not a bad thing to cry – and unfortunately, we are all so concerned with putting on stoic facades, that all too often we hide behind these tough masks. From a young age, we seem to be groomed that it’s not cool to cry. Make no mistake, I am not advocating walking around like an overgrown “cry-baby” – but one has to be an emotional being to be human.
Everytime I hear “Do They Know It’s Christmas” – a classic song from 1984, I cry. I have watched “An Officer and A Gentleman”, umpteen times and I cry every time. I also cried watching “The Lion King” as I did when Andre Agassi retired.
So what’s the connection between crying and PR? Simple!
To many PR people lack emotion. They just go through the motions, grinding away at news releases and pitches – all without passion. They never laugh. They never cry. They never excel. They simply do. They simply exist – hardly a recipe for success
We’re not that type of firm. I am not that kind of guy. We laugh. We cry. We get emotional and we succeed.
Thanks Suzie again for underscoring the importance of being emotional. Oh, by the way, pass the Kleenex please.
You know, it’s really not a bad thing to cry – and unfortunately, we are all so concerned with putting on stoic facades, that all too often we hide behind these tough masks. From a young age, we seem to be groomed that it’s not cool to cry. Make no mistake, I am not advocating walking around like an overgrown “cry-baby” – but one has to be an emotional being to be human.
Everytime I hear “Do They Know It’s Christmas” – a classic song from 1984, I cry. I have watched “An Officer and A Gentleman”, umpteen times and I cry every time. I also cried watching “The Lion King” as I did when Andre Agassi retired.
So what’s the connection between crying and PR? Simple!
To many PR people lack emotion. They just go through the motions, grinding away at news releases and pitches – all without passion. They never laugh. They never cry. They never excel. They simply do. They simply exist – hardly a recipe for success
We’re not that type of firm. I am not that kind of guy. We laugh. We cry. We get emotional and we succeed.
Thanks Suzie again for underscoring the importance of being emotional. Oh, by the way, pass the Kleenex please.
Friday, March 27, 2009
Can a Rabbi Be Good at PR?
Last night, I went to one of the classiest events I have been to in years, and it really underscored the value of public relations and community affairs in the biggest way. Bottom line, the event was a class act, from start to finish.
Where was I?
I was at Channukat HaBayit – a dedication of a new synagogue that happens to be on the same street as where we live. Please see http://www.chabadflamingo.com/.
Canadian Prime Minister Stephen Harper was in the spotlight, wearing a blue kippah as he helped cut the ribbon at the new Lubavitch synagogue. The eloquent Rabbi Mendel Kaplan, the synagogue’s charismatic rabbi made an emotional 30 minute speech is which we thanked the almighty, his wife, parents, parents in law and the community. It was indeed both passionate and very touching to see Kaplan realize his dream in front of some 800 people, including various Chabad Rabbi’s, as well as Conservative MP Peter Kent, the Minister of State for Foreign Affairs and a veteran journalist.
“The Ernest Manson Lubavitch Centre will serve as spiritual, social, and educational hub for this community,” Harper said to a full-house at Bathurst Street and Flamingo Road. “Thanks to the vision and leadership of the late Rabbi Schneerson, thousands of Chabad and Lubavitch centers like this have opened their doors around the world.
"Through education and outreach programs these centers are strengthening the bonds of the faith within the Jewish community everywhere. In so doing, they signify the enduring spirit of the Jewish people.” The unapologetically pro-Israel Prime Minister received an Obama-esque rock star reception.
So where did PR enter into the equation. Simple!
Although I am not a member of the Chabad synagogue, I do visit it from time to time. Rabbi Kaplan knows how to work the room like no other Rabbi I have ever met. He is very politically connected – so much so that Canada’s PM was there … it does not get any bigger than that.
Kaplan knows how to use PR to great advantage. Now of only some of our clients were that good.
Where was I?
I was at Channukat HaBayit – a dedication of a new synagogue that happens to be on the same street as where we live. Please see http://www.chabadflamingo.com/.
Canadian Prime Minister Stephen Harper was in the spotlight, wearing a blue kippah as he helped cut the ribbon at the new Lubavitch synagogue. The eloquent Rabbi Mendel Kaplan, the synagogue’s charismatic rabbi made an emotional 30 minute speech is which we thanked the almighty, his wife, parents, parents in law and the community. It was indeed both passionate and very touching to see Kaplan realize his dream in front of some 800 people, including various Chabad Rabbi’s, as well as Conservative MP Peter Kent, the Minister of State for Foreign Affairs and a veteran journalist.
“The Ernest Manson Lubavitch Centre will serve as spiritual, social, and educational hub for this community,” Harper said to a full-house at Bathurst Street and Flamingo Road. “Thanks to the vision and leadership of the late Rabbi Schneerson, thousands of Chabad and Lubavitch centers like this have opened their doors around the world.
"Through education and outreach programs these centers are strengthening the bonds of the faith within the Jewish community everywhere. In so doing, they signify the enduring spirit of the Jewish people.” The unapologetically pro-Israel Prime Minister received an Obama-esque rock star reception.
So where did PR enter into the equation. Simple!
Although I am not a member of the Chabad synagogue, I do visit it from time to time. Rabbi Kaplan knows how to work the room like no other Rabbi I have ever met. He is very politically connected – so much so that Canada’s PM was there … it does not get any bigger than that.
Kaplan knows how to use PR to great advantage. Now of only some of our clients were that good.
Monday, March 9, 2009
Ryanair ... what are you thinking?
I’d like to thank Sherone of BlackWeb for bringing something really funny to my attention. It was so funny, I almost wet myslf.
Know RyanAir, the low-fare European Airline? Seems like their fares, aren’t the only thing low … their intelligence and their understanding of social media is on par with their fares.
In my eyes, they are in a pickle on two bone-headed counts
First they threaten to charge passengers for using the loo on their planes? Pardon the pun, but this stinks … who was the doofus who schemed this plan? He/ she’s the person that should be made to clean the loos..
As if that were not moronic enough, when a web developed Jason Roe blogged about finding a potential flaw on Ryanair’s website, he received abusive emails from a Ryanair staffer in response.
Not to be outdone in the stupid department, when given a chance to respond to the incident, Ryanair’s official communications team commented thus, “Ryanair can confirm that a Ryanair staff member did engage in a blog discussion. It is Ryanair policy not to waste time and energy corresponding with idiot bloggers and Ryanair can confirm that it won’t be happening again.”
Folks in PR at Ryanair, listen up, --- Is diplomacy and tact not part of your daily existences?” Calling a blogger an idiot? What are you thinking? And even if he is an idiot (in your mind), who says that you are correct? Wake up … Bloggers typically are smart and know their stuff. Now again, I haven’t ever heard of Jason Rose, but methinks he was just doing his job.
Bottom line here: If you’re looking to do your biz on a plane for free, don’t call Ryanair. If on the other hand, you’re looking for help in managing your blogger relations, call us.
And again, thanks to Sherone for bringing this to my attention
Know RyanAir, the low-fare European Airline? Seems like their fares, aren’t the only thing low … their intelligence and their understanding of social media is on par with their fares.
In my eyes, they are in a pickle on two bone-headed counts
First they threaten to charge passengers for using the loo on their planes? Pardon the pun, but this stinks … who was the doofus who schemed this plan? He/ she’s the person that should be made to clean the loos..
As if that were not moronic enough, when a web developed Jason Roe blogged about finding a potential flaw on Ryanair’s website, he received abusive emails from a Ryanair staffer in response.
Not to be outdone in the stupid department, when given a chance to respond to the incident, Ryanair’s official communications team commented thus, “Ryanair can confirm that a Ryanair staff member did engage in a blog discussion. It is Ryanair policy not to waste time and energy corresponding with idiot bloggers and Ryanair can confirm that it won’t be happening again.”
Folks in PR at Ryanair, listen up, --- Is diplomacy and tact not part of your daily existences?” Calling a blogger an idiot? What are you thinking? And even if he is an idiot (in your mind), who says that you are correct? Wake up … Bloggers typically are smart and know their stuff. Now again, I haven’t ever heard of Jason Rose, but methinks he was just doing his job.
Bottom line here: If you’re looking to do your biz on a plane for free, don’t call Ryanair. If on the other hand, you’re looking for help in managing your blogger relations, call us.
And again, thanks to Sherone for bringing this to my attention
Saturday, February 21, 2009
What I (re)learned in Europe?
As I write this, I am reflecting on what was an action-packed week at the Mobile World Congress in Barcelona. Held once yearly, the show really is the Olympics of wireless telecommunications. There I met with numerous journalists, each very knowledgeable not only in wireless, but also on the business of journalism. I spoke to many and it’s always good to hear (again and again) what reporters hate:
1. Don’t present your idea like you’re a fellow journalist. “Another thing that irritates us is getting pitches from PR people presenting the idea like they’re freelance writers,” shares one reporter. “They don’t start with an introduction of themselves or the client. If it’s sent via email, they’ll write it in the voice of a story pitch—so it basically looks like it’s from someone seeking an assignment. For example, someone might write, ‘I think I have a great story that would be perfect for Wireless Week: GSM is set to dominate …’ Then you get to the end and find out this storyteller is a PR person. That’s not right. Be clear about who you are and who you represent from the top.
2. Don’t patronize or pretend at familiarity. “Another peeve is people calling and acting like they know us or like we’ve talked before,” another reporter said. “A better way to start is to say, ‘Hi Joe, this is so and so. We haven’t talked before, but I think my client has a product you might be interested in.’
His advice: “It comes down to never tricking an editor. Never misrepresent yourself or your client. Be up-front with who you represent from the top. I want to know who you are and why you’re reaching out. Also, don’t tell us what will be good in our magazine. Show us that you understand and get the magazine’s coverage, but don’t say, ‘You should be covering this new idea.’ Make us aware by saying why the idea might be worthy—but don’t do it in language that sounds like you’re trying to tell us how to do our jobs,” she cautions.
3. Don’t be a one-hit-wonder—treat every pitch like the beginning of a relationship. “PR people have to realize that editors and reporters don’t have a magic wand,” the reporter added. “I mean, we have to pitch our ideas, as well. We have to make a judgment call and turn around and pitch to our people here. We can’t pitch something that’s not right—so give us some room to make that decision. Don’t take it personally. And learn to just let it go if it doesn’t fit. Every pitch could be the beginning or end of a relationship with an editor. Everything you say is a reflection on you and your client. If you [get pushy], I won’t want to work with you again,” she warns.
4. Don’t abuse email with non-targeted pitches. “Emails are inundating us today—and PR people certainly misuse email,” I heard. “Email is my dialog. It’s my work tool. If you send me something and interrupt me, it should be worthwhile. Some PR people are told to hit a bunch of magazines with an email pitch, but it doesn’t work. When I worked at Wireless Europe, for example, I got pitched an idea on menopause! That’s not an anomaly. It happens a lot. People don’t make sure it’s a match. They’re just going through a checklist.”
Her advice: “Be up-front if you don’t think it’s a fit. If you have to send a pitch because of the client, give me the wink-wink so I can say we looked at it and that it’s not right for us. You have to do your job—just be realistic. Say to me, ‘I know this isn’t something you usually cover, but . . . ’”
5. Don’t get carried away with follow-ups. “If you send an email without there having been any dialog, we’ll get back to you if we’re interested. That means you need to let it go if you don’t hear back,” says Alan, a reporter. “If you really want to have a face-to-face, then don’t email—just call. However, if you’re going to do the passive email thing first and then follow up with a phone call—that’s just too much.” His point: “Wait for us to show interest. And don’t expect a response if you leave a voice message. Don’t leave anything on voice message systems because we won’t call you back over a pitch just so you can cross us off a list. If you want to get through, don’t leave messages. Wait until I pick up my phone.”
1. Don’t present your idea like you’re a fellow journalist. “Another thing that irritates us is getting pitches from PR people presenting the idea like they’re freelance writers,” shares one reporter. “They don’t start with an introduction of themselves or the client. If it’s sent via email, they’ll write it in the voice of a story pitch—so it basically looks like it’s from someone seeking an assignment. For example, someone might write, ‘I think I have a great story that would be perfect for Wireless Week: GSM is set to dominate …’ Then you get to the end and find out this storyteller is a PR person. That’s not right. Be clear about who you are and who you represent from the top.
2. Don’t patronize or pretend at familiarity. “Another peeve is people calling and acting like they know us or like we’ve talked before,” another reporter said. “A better way to start is to say, ‘Hi Joe, this is so and so. We haven’t talked before, but I think my client has a product you might be interested in.’
His advice: “It comes down to never tricking an editor. Never misrepresent yourself or your client. Be up-front with who you represent from the top. I want to know who you are and why you’re reaching out. Also, don’t tell us what will be good in our magazine. Show us that you understand and get the magazine’s coverage, but don’t say, ‘You should be covering this new idea.’ Make us aware by saying why the idea might be worthy—but don’t do it in language that sounds like you’re trying to tell us how to do our jobs,” she cautions.
3. Don’t be a one-hit-wonder—treat every pitch like the beginning of a relationship. “PR people have to realize that editors and reporters don’t have a magic wand,” the reporter added. “I mean, we have to pitch our ideas, as well. We have to make a judgment call and turn around and pitch to our people here. We can’t pitch something that’s not right—so give us some room to make that decision. Don’t take it personally. And learn to just let it go if it doesn’t fit. Every pitch could be the beginning or end of a relationship with an editor. Everything you say is a reflection on you and your client. If you [get pushy], I won’t want to work with you again,” she warns.
4. Don’t abuse email with non-targeted pitches. “Emails are inundating us today—and PR people certainly misuse email,” I heard. “Email is my dialog. It’s my work tool. If you send me something and interrupt me, it should be worthwhile. Some PR people are told to hit a bunch of magazines with an email pitch, but it doesn’t work. When I worked at Wireless Europe, for example, I got pitched an idea on menopause! That’s not an anomaly. It happens a lot. People don’t make sure it’s a match. They’re just going through a checklist.”
Her advice: “Be up-front if you don’t think it’s a fit. If you have to send a pitch because of the client, give me the wink-wink so I can say we looked at it and that it’s not right for us. You have to do your job—just be realistic. Say to me, ‘I know this isn’t something you usually cover, but . . . ’”
5. Don’t get carried away with follow-ups. “If you send an email without there having been any dialog, we’ll get back to you if we’re interested. That means you need to let it go if you don’t hear back,” says Alan, a reporter. “If you really want to have a face-to-face, then don’t email—just call. However, if you’re going to do the passive email thing first and then follow up with a phone call—that’s just too much.” His point: “Wait for us to show interest. And don’t expect a response if you leave a voice message. Don’t leave anything on voice message systems because we won’t call you back over a pitch just so you can cross us off a list. If you want to get through, don’t leave messages. Wait until I pick up my phone.”
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