Filed under: A Bit Of Inspiration, Attitude & Aptitude, Brand Suicide, Comment, Communication Strategy, Creativity, Culture, Customer Service, Distinction, Emotion, Empathy, Loyalty, Management, Marketing, Marketing Fail, Relationships, Relevance, Resonance, Respect
Just like HR is often about protecting management from their people rather than the other way around, the same can be said for customer service.
Of course, no one says that, but there’s far too many examples of companies stating the importance of their customers, and then using their customer service department to completely undermine them.
As I’ve written before, real customer service is demonstrated when things are bad, not good.
Let’s be honest, when a company can spot a sale, the full charm-offensive is on display.But when things go bad … oh, that’s when the truth is often revealed.
The irony is that this is the exact moment you can create a level of loyalty that can last a lifetime.
I’ve talked about the time VW came good after my brand new Golf GTI had the gearbox collapse and the turbo blow up … and I’ve found another example of a brand making something bad, a little bit better simply because they looked at things from their customers perspective and acted accordingly.
Isn’t that amazing?
Considerate. Compassionate. Personal. Helpful. Generous.
At the worst of times, a company has found a way to not just solve a problem – but help relieve some of the pain, that wasn’t even of their own making.
If a pet food company can do that – with their relatively low priced product – then any company should be able to. But many don’t. Not because their staff don’t want to, but their bosses won’t let them.
Years ago I worked with a consultant called Geoff Burch.
He was a beautiful maniac.
What made him great was he challenged management to live up to their responsibilities – both to their companies reputation and their employees ability to be successful.
We were working on an Italian car brand together and at the client briefing, the CEO said the call centre staff were offering too many benefits to appease dissatisfied customers.
Geoff asked why they were dissatisfied and the response was their were reliability problems.
Quick as a flash, he replied:
“Maybe you need to realise your responsibility to your employees is more than just a desk, a roof and a paycheck, but making a product that is fit for purpose. I can’t help a company who wants to blame others for the faults they have created and protect”
It was incredible.
And while there was a very awkward atmosphere in the room after that outburst, the CEO – after what seemed like a lifetime – acknowledged he was right.
To be fair, it helped that Geoff had an incredible reputation, but he wasn’t saying anything truly revolutionary, he was simply saying ‘reputation is based on what you do, not what you say’.
And while that should be plainly obvious, it’s amazing how few companies still don’t get that. The companies who think making a few dollars more today is more valuable than a lost customer tomorrow.
Seriously, the way some companies operate, it’s like a bloody ponzi scheme.
Don’t get me wrong, I’m not suggesting you should ‘spend your way’ into customers hearts.
This is simply about valuing your customers perspective rather than purely seeing the World through your own.
Which is, unsurprisingly, the true definition of customer service.
Filed under: A Bit Of Inspiration, Advertising, Agency Culture, Attitude & Aptitude, Comment, Communication Strategy, Context, Creativity, Culture, Drugs, Management, Marketing, Marketing Fail
I know if you’re in the publishing field, times are tough.
I know that you have to resort to attention grabbing tactics to get readers.
But recently Adage – one of our industries most well-known media outlets – did something that was as equally ill-conceived as the time Campaign put Nigel Farage’s shit-eating grin on the cover of their magazine.
What am I talking about? This.
Talk about clickbait.
Blatant, unashamed, clickbait.
And I say that because the actual article was more about what some ‘experts’ were suggesting is happening rather than what the headline was screaming for all its worth.
But that’s not the real issue.
Nor is it the talking about cannabis microdosing … putting aside the fact [1] it’s illegal in some countries and [2] there’s medical evidence to suggest cannabis can have terrible consequences on certain individuals … accepting it is a minority and there are also many benefits, including medical.
Look, I don’t care what people choose of their own freewill – unless, of course, it directly affects the wellbeing of those around them.
I don’t judge, question or degrade those decisions.
My problem is an international industry magazine purposefully chose a headline that communicates if your work environment is causing extreme stress because of the intense pressure being placed on you … then it is on you to deal with it.
YOU.
I literally don’t give a shit if the article was talking about people microdosing, coffee drinking or baked bean eating … they should not be placing the burden of responsibility on the employee, they should be challenging the behaviour, expectations and actions of the company they are working for.
It’s hard enough to attract and retain talent in this industry as it is, without having our industry magazine telling the world, ‘it is a stressful job and it’s on you to deal with it’.
We all make mistakes. I hope they learn from this one.
For their sake. For our sake. For the future of the industries sake.
Filed under: A Bit Of Inspiration, Advertising, Attitude & Aptitude, Authenticity, Comment, Communication Strategy, Creative Brief, Creative Development, Creativity, Culture, Distinction, Emotion, Empathy, Innovation, Management, Marketing, Mischief, Perspective, Planners, Planning, Point Of View, Positioning, Relevance, Research, Resonance, Rick Rubin, RulesOfRubin
I like quotes.
Always have.
I like them because they often frame something in a way that sets my brain on another track.
It’s why I enjoyed the Rules Of Rubin series I did a while back. And while that was for a specific work-related reason, I came out of it with far more than I imagined.
Recently I had another one of those quotes, not by Rubin but by Paracelsus … a Swiss physician who was a pioneer in many areas of the medical revolution’ during the Renaissance.
It’s that one at the top of this post.
Yes, I know what it is saying is obvious.
Let’s be honest, the phrase ‘everything in moderation’ has been around for decades, but there’s something about this that just has more bite.
Maybe it’s the use of the word poison.
Maybe it’s the way it doesn’t define any specific thing as bad.
Maybe it’s the way it doesn’t feel condescending or judgemental.
But it set my mind whirring far more than using words like ‘moderation’ and I would imagine it would do the same to any creative having to work with such a brief.
Quotes have a wonderful way of doing that.
They’re far more valuable to provoke different ways of thinking than filling in a creative brief with the answer you want the creatives to execute rather than giving them the problem you want their brains to explore and resolve.
We’re in danger of only valuing literal thinking rather than lateral … and that’s what I love about quotes. They challenge how you think … make you take some leaps, look in some new corners, explore what you think is possible … but never adding pressure on what or where you go with them.
I have always had a hard time writing briefs.
I place so much pressure on myself to get to something intriguing and interesting that I end up writing 7 or 8 different versions – all with different possibilities – so I and the team – can have a real chat about where our energy is at.
I think my record is something like 14 odd for Spotify.
And that’s before we even start on all the other briefs that come from it.
I still do that, but what’s helped my sanity is starting with a bunch of quotes or poems or song lyrics. Stuff related to the issue without being obviously directly about it.
It’s such a great time saver to open discussion.
Like the brief before the brief.
The opportunity to work out what excites you about a possibility without getting too lost in the detail of the possibility. At least initially.
So next time you’re stuck on where you should go, don’t start filling in the brief boxes in the hope the answer will present itself [it never does] … fill up the walls with stuff that opens things up before you start closing things down.
Because the best briefs are not a flow of logic, but a story of adventure.
Filed under: A Bit Of Inspiration, Advertising, Attitude & Aptitude, Authenticity, Comment, Communication Strategy, Confidence, Creativity, Culture, Differentiation, Disney, Egovertising, Experience, Innovation, Marketing, Truth
I’ve talked a lot about how the industry loves to talk about innovation when what they actually mean is evolution.
Hell, sometimes it’s not even that … sometimes it’s just a new name for an old thought process or discipline that was expressed as part of what people always did rather than split out in an attempt to make more money or gain more influence.
I once said to the wonderful Martin Weigel that I am pretty certain marketing is the only industry that would make a paper plane and claim they invented flight.
Now that doesn’t mean people aren’t adding to what is being done … or bringing new thinking and craft to it … or finding new ways to incorporate it into work … but it does mean they’re trying to maybe ‘own’ too much of the narrative of the discipline. Suggesting they’re inventors when they’re actually craftspeople. Valuing ‘theory’ rather than actually making something truly interesting with it.
Now there’s many possible reasons for this.
+ We’re in marketing and so they’re marketing themselves.
+ Being a craftsperson has lost the value it deserves.
+ It’s cheaper to badge than to actually create.
+ People don’t know their history.
Now I’m sure I’m going to be accused of being a prick … an old, condescending prick. And maybe I am. But I am also not claiming I’ve invented anything and I’m just pointing out neither has many of the people who do.
And there’s nothing wrong with not inventing something … because doing your job really well is something worth celebrating, especially when you see what passes for ‘good’ in so much of what is put out these days.
But it appears the allure of pioneer is infectious these days.
Case in point is the talk around eco-systems, flywheels, multi-platform DTC/e-comm and the like. Yes, it’s amazing. Yes, it driving new ways for brands to behave and earn. Yes, technology has allowed this to be done in more powerful and profound ways. But in many cases, it’s not revolution, it’s not really even innovation … it’s evolution.
And why do I say that? Have a look at this.
That is from 1957.
NINETEEN FIFTY SEVEN.
It’s Walt Disney’s ecosystem/flywheel/multi-platform DTC, e-comm [without the e] for the Disney corporation.
The blueprint for how he would use creativity to fuel his business in ways where every division is helping another division.
And while modern expressions of this have evolved and added more nuance, it’s not miles off, which is why whether you like/hate/respect/loathe him or the Disney Company, that’s pretty progressive thinking.
Or it was in 1957. in 2021 maybe not so much.
[Though, being honest, it probably is – which is even more worrying]
And yet we read so much from people acting like Walt Disney … except they’re not building their own brand, they’re selling their concept to build your own brand.
As I said, there’s nothing wrong with that.
Fuck, there’s a lot of value and money in that.
It’s genuinely exciting when you see someone identify opportunities in old approaches and habits that millions have missed. And for that, you should absolutely be using it to build a platform for your future success, growth and change.
I am literally cheering from the sidelines. All I ask is you please don’t act like you have invented flight when you’ve actually made a more efficient and effective paper plane. Not because I’m a bitter bastard – OK, let’s not go there – but because the future of this industry requires bigger leaps not better wrapping paper and the more we manage up our abilities, the more we lower the reality of our potential.
Christ, that’s a heavy post for a Monday isn’t it.
Given I know what the rest of the week has in store, it gets worse. Eek.
Filed under: A Bit Of Inspiration, Agency Culture, America, Attitude & Aptitude, China, Colenso, Comment, Communication Strategy, Crap Products In History, Creativity, Culture, Deutsch, LaLaLand, London, Love, Loyalty, Management, New Zealand, Planners, Planners Making A Complete Tit Of Themselves And Bless, R/GA, Shanghai, Teamwork, Wieden+Kennedy
For some reason, I like having badges made for my colleagues.
Or anything a bit daft.
Of course, it started with the stickers I had made when I left Wieden.
600 of the buggers, hidden throughout the office – and buildings of interest – which they’re still finding to this day.
Then there was the packing tape of Jorge and the guy who is in Love Actually – which is a massive compliment even though he thought it was a huge pisstake.
Then there were the Zaid badges, made and bought on a snowy night in Boston.
Then my leaving Deutsch badges.
Followed by the pencils for Mike and Sam.
And the ‘don’t mess with me’ badge for Meg … after watching how disgusted she was at a presentation she had to attend.
Thanks to COVID, apart from the ‘you’re a twat’ sexual harassment badges we had made and sent to men who had made inappropriate comments to women in the workplace, I’ve been nothing but mature.
Until now.
Lizzie is in my team.
She has many qualities.
She’s fiercely smart. An incredibly talented, multi-instrument playing, musician. Community soup maker.
Basically, she is everything I’m not … but there’s one quality that she has that shines above even those bright lights.
She can see a dark side in everything.
I don’t mean in a depressing, mean, nasty way …
Nor do I mean in a hurtful, inconsiderate, selfish way …
I mean that in certain circumstances, she sees the worst case scenario in things.
Of course, she will claim she is simply being a realist – and there is a lot of evidence to suggest she’s right.
For example, when lockdown happened, we were having a bet on when we’d go back to work.
Most said early October, a few early November … but Lizzie swooped in and said,
“We won’t be going back till the new year”.
We laughed at her, until we didn’t and realized she was right.
Again.
Damnit.
Which is why I decided to commemorate her insightfulness with this ….
And while some may say this is not the nicest thing a boss could do for a colleague, I see it a bit differently. To me, I see it as an investment in my team – an investment at the price of my sons inheritance – which means I’m basically boss of the year.
Sadly, that year in 1953.
Happy weekend.