Based on some emails this morning, it seems like my blog posting of last week ruffled more than a few feathers in Toronto’s kosher community. And that’s just fine with me. Bottom line is that it’s my blog – and that’s the end of that. I’ve had numerous people calling and emailing me for more information, as to which place it was. Mum’s the word folks. I’m not a mean guy, and as much as I never want to disparage, I always aim to be honest.
On an entirely different, (and more positive note) , I had the pleasure of being taken to one of Toronto’s newest kosher restaurants, by my good friend Russel, last week. It’s called Dr. Laffa and is on Magnetic Drive in North York. Everything about it was delicious. I’m not going to comment as much about the food (some of the names I struggle to pronounce), but as a marketing specialist, here’s what I saw them applying to my dining experience
1. Keep things authentic – it helps if you find your niche. It’s patently obvious that the place is owned by Israelies. Everyone knows that. So what does the smart restaurant do? It employs mainly Israelis, who not only speak the lingo, but they look Israeli too. So much so, that if I shut my eyes, I could have been at a schwarma restaurant anywhere in Israel. I like that a lot. The Israeli mentality not only adds flavour to the joint, but it also seemed to add flavour to the food. In PR --- don’t just do what the others do. Do something different. Someone who understands that well is my buddy Joe Jaffe (http://www.jaffejuice.com/) . He’s different. He wears funky socks to work. To clients. Everywhere. And that’s his trademark. Cute! And Joe knows how to leverage it too. Smart.
2. Keep things moving – a minute or so after we sat down, we had Laffa’s delivered to our table with an array of salads. A minute later came our drinks. Then a little later came more salads (we did not even have to ask for more). Then our drinks were refilled. Then our main course arrived … you get the picture here. While the server certainly did not hover, she knew where she had to be and when. In PR, it’s important to always let your client know you’re there – and when you’re not there, to let them know where you are and how you can be reached. It’s also sometimes just calling your client to say hi. Nothing more. Nothing less.
3. Make sure your customers are satiated – would the average person rather spend cheap and get crap, or spent a little more and get quality? The latter wins every time. And Dr. Laffa knows this. While their prices are reasonable/ average, they make sure you leave full – something everyone wants. They’re not giving bargains like $2.99 burgers or $3.99 schwarma’s – that would be awful. There is little worse that feeling underwhelmed, whether it’s a mediocre lunch or a news release that lacks teeth. Underwhelmed is never good. Lesson well learned: Make sure you understand what your customer wants and then give them that. In spades. Everytime.
4. Be Happy – I sure has hell don’t know what my server drank or smoked the night before, but I want some of that. Seriously. She was happy to see us. She was happy to help us. She was happy to listen to us and she was even happy when we left, wishing us “Shabbat shalom”. Happy is contagious – not only did I leave there satiated, I left there happy too.
Wanna go there this Friday for lunch? Hit me up! I am ready, willing and able
Monday, November 14, 2011
Thursday, November 10, 2011
My Bad Dining Experience
So today, I probably had one of my worst dining experiences in recent memory. It was at a kosher hamburger place. Location undisclosed. And for those of you who know me, I am one of the most un-fussy eaters of all time. If I say an experience was bad, then it was really bad - trust me. So I thought I would relate my experience there in terms of my expertise – PR.
1. Light is important --- it sets the mood: When I first walked into the restaurant, despite it being sunny outside, it was dim inside. This is a fast food joint after all – not a steakhouse where romantics snuggle while enjoying steak avec frites. This is a burger joint for G_d’s sake. Make it light and cheerful. Darkness is melancholia – and no-one wants to be melancholy while eating a burger and fries. In PR, darkness is confusion. Lightness is clarity – and we all prefer to communicate (and eat) with clarity
2. Train your people and train them well: I was offered some fresh cut tomato slices on my burger. Nothing special. But when the lady building my burger asked the cashier whether the tomato slices should be put on the top or the bottom half of the bun, I almost did a back-flip. Perhaps it was her first day on the job - but to ask such a stupid question (in front of a customer no less) was just plain --- well stupider than stupid. In as much as you don’t ask an untrained rookie to write a news release on their first day on the job, don’t put a rookie on the front line assembling burgers for all your customers to notice some rank ignorance.
3. People don’t like the cold: So now my burger had been built and paid for. I am ready to take my first bite. Yuck. What was that cold thing I just bit into? It was the cold bun – silly me. What would possess a burger joint to serve a just out-of-the-fridge burger bun without so much as heating it? This folks is a no-brainer. Heat it up. Or at least bring it to room temperature before serving.
4. Smile: Another cardinal rule broken by both people behind the counter in today’s burger joint. Now ladies, perhaps you aren’t happy. I get that. I also have my shitty days, but never, ever, ever let your clients know that you’re unhappy. There is nothing less welcoming than being greeted by people you know wish they were not doing what they are doing. And it’s even more important to smile when you are having a shitty day than when you are having a good day. Not only does smiling make you feel better, but it also is good for business.
5. Say thanks: Without one’s customers or clients, you’re out of business. Economics 101. Yet from the instant I walked into the store until the instant I walked out there store, not only did I not see a smile, I did not hear a thanks either. And not only is that bad manners – it’s bad business too. I’d never dream of not thanking a client, no matter how much they spend and no matter what they asked for … so why was I never thanked?
6. Keep things in proportion: I’d ordered a quarter pounder burger. Fine. But it was served on a bun that could have housed a three quarter pound patty at least. Know one of the most unattractive meals you can have? A tiny looking patty in a massive-looking bun. And the same goes for PR … Keep everything in proportion. Oh, yes, perception is also reality.
In the interests of being a good corporate citizen, I’m not mentioning the name of the burger place, but I just hope they see this posting and improve. I also believe in giving second chances … will I go back? Hell yeah!
Peace!
1. Light is important --- it sets the mood: When I first walked into the restaurant, despite it being sunny outside, it was dim inside. This is a fast food joint after all – not a steakhouse where romantics snuggle while enjoying steak avec frites. This is a burger joint for G_d’s sake. Make it light and cheerful. Darkness is melancholia – and no-one wants to be melancholy while eating a burger and fries. In PR, darkness is confusion. Lightness is clarity – and we all prefer to communicate (and eat) with clarity
2. Train your people and train them well: I was offered some fresh cut tomato slices on my burger. Nothing special. But when the lady building my burger asked the cashier whether the tomato slices should be put on the top or the bottom half of the bun, I almost did a back-flip. Perhaps it was her first day on the job - but to ask such a stupid question (in front of a customer no less) was just plain --- well stupider than stupid. In as much as you don’t ask an untrained rookie to write a news release on their first day on the job, don’t put a rookie on the front line assembling burgers for all your customers to notice some rank ignorance.
3. People don’t like the cold: So now my burger had been built and paid for. I am ready to take my first bite. Yuck. What was that cold thing I just bit into? It was the cold bun – silly me. What would possess a burger joint to serve a just out-of-the-fridge burger bun without so much as heating it? This folks is a no-brainer. Heat it up. Or at least bring it to room temperature before serving.
4. Smile: Another cardinal rule broken by both people behind the counter in today’s burger joint. Now ladies, perhaps you aren’t happy. I get that. I also have my shitty days, but never, ever, ever let your clients know that you’re unhappy. There is nothing less welcoming than being greeted by people you know wish they were not doing what they are doing. And it’s even more important to smile when you are having a shitty day than when you are having a good day. Not only does smiling make you feel better, but it also is good for business.
5. Say thanks: Without one’s customers or clients, you’re out of business. Economics 101. Yet from the instant I walked into the store until the instant I walked out there store, not only did I not see a smile, I did not hear a thanks either. And not only is that bad manners – it’s bad business too. I’d never dream of not thanking a client, no matter how much they spend and no matter what they asked for … so why was I never thanked?
6. Keep things in proportion: I’d ordered a quarter pounder burger. Fine. But it was served on a bun that could have housed a three quarter pound patty at least. Know one of the most unattractive meals you can have? A tiny looking patty in a massive-looking bun. And the same goes for PR … Keep everything in proportion. Oh, yes, perception is also reality.
In the interests of being a good corporate citizen, I’m not mentioning the name of the burger place, but I just hope they see this posting and improve. I also believe in giving second chances … will I go back? Hell yeah!
Peace!
Friday, September 30, 2011
Want to be a mensch and still make money?
I just wanted to talk briefly of the importance of being a gentleman (or a mensch, as it’s referred to in Yiddish) in business, and dispelling the myth that being a mensch and making lots of money are mutually exclusive.
Seems to me sometimes that it’s often a case of good old-fashioned greed running amuck – and that’s really bad, I am afraid to say.
Want to be a mensch, and still make money? Then here’s a few things to bear in mind:
1. Always take a meeting request, unless the requestor is rude, arrogant and unreliable: Should be a no-brainer, but alas this cardinal rule is often ignored. We all have something to learn from everyone else – and you just never know where and how you may gain your next piece of intelligence
2. Never, ever forget to return a phone call or an email: Same as 1. above, not matter how rich and famous you think you are, return all phone calls promptly. If nothing else, you’re doing the right thing – and doing the right thing is as important, (if not more so), than making money
3. Always, always, always stay in touch: It never ceases to amaze me of the business I win by just staying in touch with people. It’s easy to stay in touch with someone when you can smell business or are on the brink of a deal. Staying in touch before the deal is made is easy. What happens if you did not win the deal? Not as easy staying in touch then huh? Well, I do – and as I said, it’s happened several times in the past 15 years, that I won the business after I had lost it to someone else (who made lofty promises that were broken), just because I stayed in touch
4. Do what you say: Another “gotcha” – doing what you say may sound hard and for sure sometimes is. Try it! You’ll gain credibility big time … and it’s easy since I’ve heard horror story after horror story of people doing one thing and saying another. It’s simple, “If you say it, then do it”. I’ve been pitching some new business for the past few weeks. Last week the potential client said he’d call me back today. And I thought “Yeah right”. We’ll guess what? He called me when he said he would, and although I did not win the business, he did what he said. It took him no more than 3 minutes to make the call. And I appreciated it. Will I say in touch? “Hell Yeah”
5. Finally, don’t hide half truths: They say the truth hurts. I say, “Concealing a fact is tantamount to telling a lie”. It’s all about straight talk – and that’s where I will leave it for today.
Some say you can be a mensch. Others say you can make money. I say, “You can be a mensch and still make money”– I know that to be true – and I have 20 years of work wealth and being a mensch behind me to prove that.
Cheers
Seems to me sometimes that it’s often a case of good old-fashioned greed running amuck – and that’s really bad, I am afraid to say.
Want to be a mensch, and still make money? Then here’s a few things to bear in mind:
1. Always take a meeting request, unless the requestor is rude, arrogant and unreliable: Should be a no-brainer, but alas this cardinal rule is often ignored. We all have something to learn from everyone else – and you just never know where and how you may gain your next piece of intelligence
2. Never, ever forget to return a phone call or an email: Same as 1. above, not matter how rich and famous you think you are, return all phone calls promptly. If nothing else, you’re doing the right thing – and doing the right thing is as important, (if not more so), than making money
3. Always, always, always stay in touch: It never ceases to amaze me of the business I win by just staying in touch with people. It’s easy to stay in touch with someone when you can smell business or are on the brink of a deal. Staying in touch before the deal is made is easy. What happens if you did not win the deal? Not as easy staying in touch then huh? Well, I do – and as I said, it’s happened several times in the past 15 years, that I won the business after I had lost it to someone else (who made lofty promises that were broken), just because I stayed in touch
4. Do what you say: Another “gotcha” – doing what you say may sound hard and for sure sometimes is. Try it! You’ll gain credibility big time … and it’s easy since I’ve heard horror story after horror story of people doing one thing and saying another. It’s simple, “If you say it, then do it”. I’ve been pitching some new business for the past few weeks. Last week the potential client said he’d call me back today. And I thought “Yeah right”. We’ll guess what? He called me when he said he would, and although I did not win the business, he did what he said. It took him no more than 3 minutes to make the call. And I appreciated it. Will I say in touch? “Hell Yeah”
5. Finally, don’t hide half truths: They say the truth hurts. I say, “Concealing a fact is tantamount to telling a lie”. It’s all about straight talk – and that’s where I will leave it for today.
Some say you can be a mensch. Others say you can make money. I say, “You can be a mensch and still make money”– I know that to be true – and I have 20 years of work wealth and being a mensch behind me to prove that.
Cheers
Sunday, July 31, 2011
Dear Blog - I am sorry
Dear Blog,
I am sorry that I have not written on you over the past few months. The truth of the matter is that I just have not felt like it, on top of the fact that I have been really busy. Anyway, no excuse is a good one --- but suffice it to say that I am sorry.’
So, what’s been happening the past few months --- well, actually a lot --- a hell of a lot
1. Both kids have been at sleep away camp for the past 4 weeks. Amanda comes home tomorrow and Jason will be back in 2 weeks. It’s been strangely quiet without them – and I am wondering if this is a good or a bad thing.
2. I was fortunate enough to see U2 in Toronto a couple of weeks ago … wow. These guys still have it. We were on the floor at the Rogers Centre. The weather was perfect and the Irish lads were in fine form. Also to note was that the weather was picture perfect … it was quite the sight, watching the sun set with the CN Tower in the background, all offset by U2’s very imposing stage set
3. Hmm … my fitness. As I mentioned dear blog, I have been running very hard – and as a result, I have not been working out as often as I should be. I promise I will be more diligent. Working out makes me feel so much better in every way
4. Karen and I went to Mexico (Cancun to be precise) and we had an awesome time. A day or so into our vacation, we met some awesome people (Kay and Lizzy from Scotland, Kristin and Kerri from Vegas as well as Mike, Goldie, Cory and Ryan from Atlanta --- and we all hit it off immediately. Now that I look back – it is amazing how profoundly each of these special people affected our vacation (in positive ways. Since I get sort of bashful when writing on my blog, I will spare the details – but suffice it to say – we had an awesome time.
5. The summer … well, now that the summer is in full swing --- I can see the end of it … and it ends in a month … bah humbug
So, dear blog, it’s almost midnight – time for bed. Another day,
Love,
John.
I am sorry that I have not written on you over the past few months. The truth of the matter is that I just have not felt like it, on top of the fact that I have been really busy. Anyway, no excuse is a good one --- but suffice it to say that I am sorry.’
So, what’s been happening the past few months --- well, actually a lot --- a hell of a lot
1. Both kids have been at sleep away camp for the past 4 weeks. Amanda comes home tomorrow and Jason will be back in 2 weeks. It’s been strangely quiet without them – and I am wondering if this is a good or a bad thing.
2. I was fortunate enough to see U2 in Toronto a couple of weeks ago … wow. These guys still have it. We were on the floor at the Rogers Centre. The weather was perfect and the Irish lads were in fine form. Also to note was that the weather was picture perfect … it was quite the sight, watching the sun set with the CN Tower in the background, all offset by U2’s very imposing stage set
3. Hmm … my fitness. As I mentioned dear blog, I have been running very hard – and as a result, I have not been working out as often as I should be. I promise I will be more diligent. Working out makes me feel so much better in every way
4. Karen and I went to Mexico (Cancun to be precise) and we had an awesome time. A day or so into our vacation, we met some awesome people (Kay and Lizzy from Scotland, Kristin and Kerri from Vegas as well as Mike, Goldie, Cory and Ryan from Atlanta --- and we all hit it off immediately. Now that I look back – it is amazing how profoundly each of these special people affected our vacation (in positive ways. Since I get sort of bashful when writing on my blog, I will spare the details – but suffice it to say – we had an awesome time.
5. The summer … well, now that the summer is in full swing --- I can see the end of it … and it ends in a month … bah humbug
So, dear blog, it’s almost midnight – time for bed. Another day,
Love,
John.
Saturday, May 21, 2011
Tech - don't you hate it?
As I sat down at Starbucks this morning, my mobile rang. It was one of my kids' friends' moms. (Let's call her Carole).
"So, are you on your way to do carpool," she asked me. I was surprised, as I was downtown, at least an hour's drive away from anything carpool-related. I pinched myself - "Carpool?", I muttered angrily, questioning myself.
I asked Carole to hold while I called my wife dreading what she's day. "Had I dropped the ball? Had she dropped the ball"
After 30 seconds with my wife on the phone, she too knew nothing about either of us and carpool.
I got back to Carole to give her the news - my heart palpitating. She was chuckling heartily. So, what happened?
She had used voice activated dialling, saying to her mobile, "Call John!"
The (dumb) phone called me instead of the other John, Carole's carpool buddy.
Technology - don't you hate it!
"So, are you on your way to do carpool," she asked me. I was surprised, as I was downtown, at least an hour's drive away from anything carpool-related. I pinched myself - "Carpool?", I muttered angrily, questioning myself.
I asked Carole to hold while I called my wife dreading what she's day. "Had I dropped the ball? Had she dropped the ball"
After 30 seconds with my wife on the phone, she too knew nothing about either of us and carpool.
I got back to Carole to give her the news - my heart palpitating. She was chuckling heartily. So, what happened?
She had used voice activated dialling, saying to her mobile, "Call John!"
The (dumb) phone called me instead of the other John, Carole's carpool buddy.
Technology - don't you hate it!
Tuesday, March 29, 2011
The Price Objection
One of the things I always and cognizant of is price.
That in mind, I wanted to highlight something that my good friend Tim Rooney, of Rooney Earl (http://www.rooneyearl.com/) sent me …
It’s so important in our world.
Sometime fifty years ago, on a sunny afternoon in Paris, the sidewalks were alive. At a café in the Place Royale in Marais an austere woman was about to experience the ultimate romance of the city. Seated beside her, nearly unrecognizable in his late age, was the famous painter Pablo Picasso.
“Je m’excuse, Mr. Picasso,” she said with her best pronunciation, “would you sketch me?” and in her request coyly slid a napkin across the table between them.
Picasso contemplated the woman for a moment then pulled a pen from his coat, saying nothing. When he finished he slid the napkin back to the woman, who nearly wept in exaltation.
“Merci, Merci!” she exclaimed, “what can I pay you?” the woman asked half-heartedly reaching for her purse.
“5000 Francs madame,” replied the painter. “5000 Francs?! But it only took you five minutes?” “Je m’excuse madame, in fact it took me all my life.”
Ah the price objection. That stubborn, tight-purse stringedness that we understand all too well when we’re the one holding the purse – usually a last resort negotiating tactic for big purchases like televisions. And for some of us the negotiation itself can become such a thrill we find ourselves haggling over $5 trinkets in fishing towns. But when you’re running a business the price objection is an unwelcome obstacle. Many of us find it difficult and aggravating to defend our price, especially when that price is already competitive. There is a better way.
When in business, do like Picasso
Picasso wasn’t daunted by the request of an overbearing tourist asking him to draw her portrait. Demanding clients are par for the course. Usually those same demanding clients are the ones who want the best price too. Leaving aside the “discount debate,” have you ever thought about what you’re worth? Picasso understood that all his years of study and work as a painter created in him a value that extended far beyond five minutes of drawing.
Why defend your price when you can explain your value?
Another way to contemplate value is through your differentiator. Think about computer programs with their checkmark columns that distinguish the basic kit from the premium from the professional. In these scenarios it’s obvious to see that the professional package is the most comprehensive – maybe more than you want or everything you need. But what about your competitor’s “professional package?” When all the checkmarks matchup between you and the competition, inevitably there has to be some differentiator that tips the scales of the customer’s mind – preferably in your favour.
Don’t dare to compare, be different!
Establishing the worth of your time and experience is fundamental in understanding your value. Once you know your worth you can easily communicate it to your customer. But there is a caveat – value is perceived in the mind of the customer. Lead with your differentiator, prove yourself an expert, and insist absolutely on value over price.
That in mind, I wanted to highlight something that my good friend Tim Rooney, of Rooney Earl (http://www.rooneyearl.com/) sent me …
It’s so important in our world.
Sometime fifty years ago, on a sunny afternoon in Paris, the sidewalks were alive. At a café in the Place Royale in Marais an austere woman was about to experience the ultimate romance of the city. Seated beside her, nearly unrecognizable in his late age, was the famous painter Pablo Picasso.
“Je m’excuse, Mr. Picasso,” she said with her best pronunciation, “would you sketch me?” and in her request coyly slid a napkin across the table between them.
Picasso contemplated the woman for a moment then pulled a pen from his coat, saying nothing. When he finished he slid the napkin back to the woman, who nearly wept in exaltation.
“Merci, Merci!” she exclaimed, “what can I pay you?” the woman asked half-heartedly reaching for her purse.
“5000 Francs madame,” replied the painter. “5000 Francs?! But it only took you five minutes?” “Je m’excuse madame, in fact it took me all my life.”
Ah the price objection. That stubborn, tight-purse stringedness that we understand all too well when we’re the one holding the purse – usually a last resort negotiating tactic for big purchases like televisions. And for some of us the negotiation itself can become such a thrill we find ourselves haggling over $5 trinkets in fishing towns. But when you’re running a business the price objection is an unwelcome obstacle. Many of us find it difficult and aggravating to defend our price, especially when that price is already competitive. There is a better way.
When in business, do like Picasso
Picasso wasn’t daunted by the request of an overbearing tourist asking him to draw her portrait. Demanding clients are par for the course. Usually those same demanding clients are the ones who want the best price too. Leaving aside the “discount debate,” have you ever thought about what you’re worth? Picasso understood that all his years of study and work as a painter created in him a value that extended far beyond five minutes of drawing.
Why defend your price when you can explain your value?
Another way to contemplate value is through your differentiator. Think about computer programs with their checkmark columns that distinguish the basic kit from the premium from the professional. In these scenarios it’s obvious to see that the professional package is the most comprehensive – maybe more than you want or everything you need. But what about your competitor’s “professional package?” When all the checkmarks matchup between you and the competition, inevitably there has to be some differentiator that tips the scales of the customer’s mind – preferably in your favour.
Don’t dare to compare, be different!
Establishing the worth of your time and experience is fundamental in understanding your value. Once you know your worth you can easily communicate it to your customer. But there is a caveat – value is perceived in the mind of the customer. Lead with your differentiator, prove yourself an expert, and insist absolutely on value over price.
Monday, March 14, 2011
What I learned from Blackberry
So, I have been in Blackberry hell for the past few days. Why? Simple! After months of having two devices (iPod for music and Blackberry for everything else), I decided to transfer all my music onto my Blackberry. Simple, or so I thought. Wrong! It’s working better, but still not right.
Over the course of the last 4 days, here’s what I have spent the past 6 hours doing, (mostly with the assistance of Blackberry’s tier two tech support):
Rebooted my PC at least 8 times
Uninstalled old software from my PC and Blackberry
Installed new software onto my PC and Blackberry
Uninstalled the new software from my PC and Blackberry
Reinstalled the software again
Formatted my Blackberry’s memory chip in my device (twice)
You can see where I am going with this – and it’s not to a good place. Anyway, here’s what I learned from the many interactions I had and will still have with RIM tech support:
1. Answer each call promptly – The reason why people are calling is because they need answers and they’re frustrated. Putting them on hold for 15 minutes with an annoying message saying how important your customers are to you is hardly appeasing. In fact it’s downright aggravating. Respect the fact that your customers’ time is no less valuable than your own
2. Speak the language – I am no racist and have no issues getting help from anyone who can fix my problem. But when I hit 2 for English, then I think it is fair for me to expect the person on the other end of the phone to actually speak and understand English
3. Keep notes – Since I had to call in at least 7 times over the past 3 days, I really enjoyed the fact that each call had been well documented. Although I spoke to a different agent each time, it was clear they had comprehensive and accurate notes as to what the person prior did or said
4. Know your stuff (winging it is not good enough or as my father says, pretty good is actually petty bad) – Again, the reason why people call tech support is because they want their problem fixed as fast as possible. They are not really interested in the complexities of computing – they just want their problem fixed
5. Be open – This is a 24 hour world. People work off-shifts and do all-nighters --- even I do from time to time. Nothing sucks as much as not being able to have your problem solved anytime
Are my problems all solved?
Yes, except for one quirk that seems more to be a gmail thing than a Blackberry issue. Does Blackberry score well on all the above? Hell yea!
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