Saw this amazing video "Axis of Evil : comedy tour" by a group of American comedians. Most of them muslims. This is an amazing show put together to laugh at the situation that many muslims face in the west as well as in the developing world.
This video has an american of middle-eastern origin who makes fun of the hypocrisy of the muslims in America and middle east who would call themselves muslims but indulge in all vices - yet frown on him for making jokes about muslims. The theme is largely post 9/11 and how the muslim world is adapting to changing realities and being seen as outsiders - by the westerners.
Humor is a great way to reach out to people of differing cultures and religions. It is cool simply because it breaks ice easily and can break prejudice and build understanding. But this has to be done with good intentions and a clean heart. If there is malice, jealousy or plain petty-mindedness it spoils the fun.
The most important is the ability to laugh at oneself..and iam happy as a community, muslims are learning to do it. Hats off to Ahmed Ahmed, Preacher moss and the likes of him....they are doing greater service to the cause of building bridges between people than all the Mullahs and religious preachers....
Hats off to people who build bridges, bring understanding, promote peace, harmony and love.
Sunday, December 2, 2007
Saturday, December 1, 2007
the danger of overkill...
How much is too much ? With shorter attention spans, we are becoming accustomed to shorter, crisper messaging. Be it Advertising, PR or Direct Marketing, communication professionals are realising that it is better to keep it short, crisp and focused. Repetition is the key. Better have short/ smaller ads running for more number of times rather than longer ones....but how much exposure is good ? what causes fatigue to set it ? Do we need to be aware of overkill in communication ?
On world Aids Day today, i read a nice editorial piece in one of the local English newspapers in Bangalore saying that there has been too much of celebrity endorsement for AIDS and people are getting weary. Weary of how harmful AIDS is. Weary about how to prevent it etc...
The same goes for poverty, homelessness and a host of social and economic evils. So, what is the way out of this ? We do know that it is important to hammer out these messages consistently....and regularly.
I think the way out is to be creative and adopt unconventional means to send the messages across....make a movie, start something spectacularly new related to AIDS, get celebrities who had AIDS to perform etc...
The idea is to not let boredom or fatigue set it. This is a mighty challenge anyday.
On world Aids Day today, i read a nice editorial piece in one of the local English newspapers in Bangalore saying that there has been too much of celebrity endorsement for AIDS and people are getting weary. Weary of how harmful AIDS is. Weary about how to prevent it etc...
The same goes for poverty, homelessness and a host of social and economic evils. So, what is the way out of this ? We do know that it is important to hammer out these messages consistently....and regularly.
I think the way out is to be creative and adopt unconventional means to send the messages across....make a movie, start something spectacularly new related to AIDS, get celebrities who had AIDS to perform etc...
The idea is to not let boredom or fatigue set it. This is a mighty challenge anyday.
Friday, November 30, 2007
A visually deceptive world.....where words are losing their meaning
We are living in a visually saturated world. A world where media - print, TV, Internet dominates our thinking. It shapes our thinking in ways that we cannot imagine. All of this is largely becoming visual. There is a decreasing emphasis on the spoken or written word and an increasing emphasis on the visual element.
We are making decision largely on how a thing is packaged, how it is presented before us and what we make of it in the first few seconds - long before we can even rationalise it and make an informed choice. TV channels ( mainly news) are becoming crisper, capturing news of profound importance in a few sound-byes; where earlier it used to take minutes if not hours to reach conclusions.
We seem to be moving towards an age of super-fast information and knowledge dissemination. An age where no one has the patience nor the inclination to think about anything. We are looking for packaged opinions, packaged products and packaged people - be it they movie stars or politicians.
Are words losing their meaning ? This is the first danger that i see from this sort of over-emphasis on the visual component of thinking and observing the world. Isnt it true that what one sees is usually only half the truth ? Noone can deny the sensationalisation of the media - Advertising, TV are the chief examples. Unless it has shock value, it is not news and in the case of Advertising; it is a case of offering "insights" or an alternate perspective which makes an ad stand out. The main danger of this is the dumbing down of the senses. Relying too much on the visual means no time to really absorb what one is seeing and making decisions based on superficially observable facts.
Is there a danger of becoming zombies with this process of dumbing down of the senses ??? Perhaps only time will tell....
We are making decision largely on how a thing is packaged, how it is presented before us and what we make of it in the first few seconds - long before we can even rationalise it and make an informed choice. TV channels ( mainly news) are becoming crisper, capturing news of profound importance in a few sound-byes; where earlier it used to take minutes if not hours to reach conclusions.
We seem to be moving towards an age of super-fast information and knowledge dissemination. An age where no one has the patience nor the inclination to think about anything. We are looking for packaged opinions, packaged products and packaged people - be it they movie stars or politicians.
Are words losing their meaning ? This is the first danger that i see from this sort of over-emphasis on the visual component of thinking and observing the world. Isnt it true that what one sees is usually only half the truth ? Noone can deny the sensationalisation of the media - Advertising, TV are the chief examples. Unless it has shock value, it is not news and in the case of Advertising; it is a case of offering "insights" or an alternate perspective which makes an ad stand out. The main danger of this is the dumbing down of the senses. Relying too much on the visual means no time to really absorb what one is seeing and making decisions based on superficially observable facts.
Is there a danger of becoming zombies with this process of dumbing down of the senses ??? Perhaps only time will tell....
Thursday, September 20, 2007
Connecting dots, minds and hearts
One good “connection” a day. This I believe should be the mantra for living as a PR professional. Much like the Boy scouts, who live by “one good deed a day ” philosophy. While we may come in contact with hundreds of people in a year, not many make an impact on us; and the same holds the other way round. But doing just one small act – consistently on a daily basis can build a huge reservoir of goodwill, network and ultimately healthy community network for us professionals.
On an average day, I make at least 30 phone calls and when there is a lot of work, it could go upto 100 calls a day. And most of these calls are related to work. They are about connecting people, sharing information, informing someone about something they did not know. A PR practitioner’s job is also as much about connecting with and connecting people to people as it is about persuasive marketing communications.
In an increasingly selfish world, where more than 95 % of the time we are concerned about ourselves, a people’s profession such as PR can help us look beyond ourselves and reach out to understand, know and ultimately appreciate other people with a genuine motive. This understanding can ultimately reduce conflict and help create a stable and peaceful world.
Learning to give….
Ours is an inter-dependent world. One man or woman cannot live in isolation, and in an increasingly complex world; even nations are realizing that it is only by sharing that they can survive and thrive.
Just a few days back, we got a request from a client – Apollo hospitals, a major Healthcare provider in Asia. This was an appeal for help from a patient admitted there, who needed funds for treatment and even with his insurance, he is finding it difficult to cover the expenditure. It is a matter of life and death.
What one can do in such times is reaching out to people, connecting the right sources with the right people and ultimately helping a human being. While this may sound quite mundane, how many of us consciously stop and think about such articles written in the media and how many of us actually write a cheque? The concept of sharing information can be a starting point for us to start sharing more tangible things – which may not mean much to us – but could be a matter of life and death for others. All it could take for us to help this case is putting him in touch with an NGO or a Philanthropist.
Christmas breakfast and Ramadhan Iftar parties
Last Christmas I was invited to attend a Christmas breakfast just a few days before Christmas. It was a well organized event for all Non-christians, to get to know more about the Christian faith. And as a participant, I got to know a lot about the religion, the social mores and practices in two hours – than I could have reading ten books about Christian theology. It was a great PR exercise done in good faith. Similarly, Ramadhan Iftar parties ( when one breaks the day long fast) are held in several places each year in India during Ramadhan. They do serve a purpose of familiarizing people who are not from the community to get to know more, to question, to share and ultimately understand each other.
Sharing, understanding can reduce conflict
From a marketing communication perspective, our job is to communicate to sell. Sell stories to the media, sell our client to the Industry body which may help them or sell them to their prospective employees. This ultimately leads to conflict of sorts. So does just living our normal lives. Living with someone under the same roof itself can cause conflict, no matter how much we love a person. There are always differences, differing points of view or differing goals. The only way that one can reach a common ground and start living in harmony is by understanding the other person or group of people and through this understanding will come greater acceptance and hence conflict reduction.
While this may sound simplistic, this is true in both a social context as well as inter-personal context as well as from a marketing context. Brands which share information with their users, which inform the user and which really care about the customers well-being are often trusted more than those who are just out to make money. Concepts such as Corporate social responsibility ( CSR) and Ethical practices are testimony to how even commercial enterprises have started realizing that undermining social, environmental concerns can do harm to them; while taking them into consideration will only do them a lot of good – even to their bottom-line.
What is in it for me ?
So what is in it for me ? You may ask. All this talk of giving, sharing and not hoarding onto information and contacts. Well for starters, the more you give, quite literally the more you receive. How many of us appreciate people who hoard onto money or information and do not like to part with it ? On the contrary, all of us like and appreciate people who give, share – what they have, be it their money, other resources, advise or what ever that will help us.
On an average day, I make at least 30 phone calls and when there is a lot of work, it could go upto 100 calls a day. And most of these calls are related to work. They are about connecting people, sharing information, informing someone about something they did not know. A PR practitioner’s job is also as much about connecting with and connecting people to people as it is about persuasive marketing communications.
In an increasingly selfish world, where more than 95 % of the time we are concerned about ourselves, a people’s profession such as PR can help us look beyond ourselves and reach out to understand, know and ultimately appreciate other people with a genuine motive. This understanding can ultimately reduce conflict and help create a stable and peaceful world.
Learning to give….
Ours is an inter-dependent world. One man or woman cannot live in isolation, and in an increasingly complex world; even nations are realizing that it is only by sharing that they can survive and thrive.
Just a few days back, we got a request from a client – Apollo hospitals, a major Healthcare provider in Asia. This was an appeal for help from a patient admitted there, who needed funds for treatment and even with his insurance, he is finding it difficult to cover the expenditure. It is a matter of life and death.
What one can do in such times is reaching out to people, connecting the right sources with the right people and ultimately helping a human being. While this may sound quite mundane, how many of us consciously stop and think about such articles written in the media and how many of us actually write a cheque? The concept of sharing information can be a starting point for us to start sharing more tangible things – which may not mean much to us – but could be a matter of life and death for others. All it could take for us to help this case is putting him in touch with an NGO or a Philanthropist.
Christmas breakfast and Ramadhan Iftar parties
Last Christmas I was invited to attend a Christmas breakfast just a few days before Christmas. It was a well organized event for all Non-christians, to get to know more about the Christian faith. And as a participant, I got to know a lot about the religion, the social mores and practices in two hours – than I could have reading ten books about Christian theology. It was a great PR exercise done in good faith. Similarly, Ramadhan Iftar parties ( when one breaks the day long fast) are held in several places each year in India during Ramadhan. They do serve a purpose of familiarizing people who are not from the community to get to know more, to question, to share and ultimately understand each other.
Sharing, understanding can reduce conflict
From a marketing communication perspective, our job is to communicate to sell. Sell stories to the media, sell our client to the Industry body which may help them or sell them to their prospective employees. This ultimately leads to conflict of sorts. So does just living our normal lives. Living with someone under the same roof itself can cause conflict, no matter how much we love a person. There are always differences, differing points of view or differing goals. The only way that one can reach a common ground and start living in harmony is by understanding the other person or group of people and through this understanding will come greater acceptance and hence conflict reduction.
While this may sound simplistic, this is true in both a social context as well as inter-personal context as well as from a marketing context. Brands which share information with their users, which inform the user and which really care about the customers well-being are often trusted more than those who are just out to make money. Concepts such as Corporate social responsibility ( CSR) and Ethical practices are testimony to how even commercial enterprises have started realizing that undermining social, environmental concerns can do harm to them; while taking them into consideration will only do them a lot of good – even to their bottom-line.
What is in it for me ?
So what is in it for me ? You may ask. All this talk of giving, sharing and not hoarding onto information and contacts. Well for starters, the more you give, quite literally the more you receive. How many of us appreciate people who hoard onto money or information and do not like to part with it ? On the contrary, all of us like and appreciate people who give, share – what they have, be it their money, other resources, advise or what ever that will help us.
Why you cannot fail as a PR professional
One can never fail in Public Relations. This is something that occurred to me when I actually looked at the various campaigns I have handled in the last 3 1/2 years as a professional. Some campaigns may be very successful, some may be moderately successful and some may be not so successful. But I haven’t come across one that can be called a “failure”. Failure is a misnomer. I think this is simply because PR is about human beings. And one cannot say that dealing with other human beings, trying to understand them and persuading them will ever be a total failure/ waste of resources. There are always some takeaways, some learnings, few insights which are unique and at the end of the day, justify all the efforts that go into planning and executing a campaign.
A total failure turned out to be the biggest lesson
The first PR campaign that I ever handled in my life was for a well known Hyderabadi restaurant which was launching its Bangalore branch. Armed with very little knowledge of PR, and few contacts I took this assignment (much before my Ogilvy days) with the confidence that was totally misplaced. On the D Day, as I was waiting for the journalists to turn up for the press meet; I started to get cold feet when no one turned up for the press meet. The client was a gracious gentleman, who just asked me to “follow up” and keep him in the loop. I was humbled, and analysed the whole affair thoroughly. It occurred to me that everything that I had planned – right from the day, to the venue, the journalists I had invited, the press release were all wrong. This was one of the biggest “failures” that I encountered in my professional life; but one that taught me so much about the business of dealing with people, a big lesson in humility, a bigger lesson about building good contacts, and the mother of all lessons – planning a campaign. In many ways, this “failure” paved way for so many successes later on.
PR is about human beings
No matter what theories we come up with, and what ever grand strategies we invent; PR is all about understanding human beings and learning how to communicate with them and also to persuade them to think and behave in a certain way. This calls for observing people, dealing with them on a regular basis, forming models of behaviour in one’s mind, understanding what motivates people, what kind of incentives work with what kind of people. PR is applied social psychology at its best. Not only is a PR professional required to understand groups of people who matter to us, but we are also required to influence them in ways which are benefical to us.
Learnings while planning and executing campaigns
Some learnings that come from the fact that we are dealing with human beings and not machines. Thank god we are in PR and not sitting and writing unintelligible codes behind computers all day long !
- Long term orientation : Thinking about how communicating and engaging with the “publics” with a long-term relationship building perspective is the only way out. There are no short-cut ways to persuade or people. That would amount to conning people and that is not good PR anyway !
- Selflessness : Helping our clients, and their customers with advise, information and contacts
- Honesty : Without honest communication, no individual or company can build a strong reputation and a healthy brand.
- Courtesy and Customer Service : Dealing with clients (some reasonable and some not so reasonable) instills in one the values of courtesy and customer service. Observe the best PR person in your surrounding, and I can bet that he/she is also the most courteous and well-mannered person around.
- Concern and respect : Without concern and respect for others, one cannot persuade them. Though most of the time, we are persuading people towards making commercial decisions for our clients benefit; but the bottom line is a total regard for their wellbeing and also respect for their individuality.
What this means for you….
PR is ultimately about connecting with people; human beings, who are a bunch of emotions, values and assumptions. Our effectiveness and success depends largely on how we decipher the often complex behaviour of other fellow humans.
If one is sensitive to others needs, their desires, ambitions and how they operate, one would be a super-star PR professional. But even if one is not too good at this game, one can learn each day. And this I believe is the reason a lot of us are doing what we are doing. For the thrill of understanding others and sharing our understanding with others. And in this, one can never be a failure…it is a lifetime of learning and applying what one has learnt.
A total failure turned out to be the biggest lesson
The first PR campaign that I ever handled in my life was for a well known Hyderabadi restaurant which was launching its Bangalore branch. Armed with very little knowledge of PR, and few contacts I took this assignment (much before my Ogilvy days) with the confidence that was totally misplaced. On the D Day, as I was waiting for the journalists to turn up for the press meet; I started to get cold feet when no one turned up for the press meet. The client was a gracious gentleman, who just asked me to “follow up” and keep him in the loop. I was humbled, and analysed the whole affair thoroughly. It occurred to me that everything that I had planned – right from the day, to the venue, the journalists I had invited, the press release were all wrong. This was one of the biggest “failures” that I encountered in my professional life; but one that taught me so much about the business of dealing with people, a big lesson in humility, a bigger lesson about building good contacts, and the mother of all lessons – planning a campaign. In many ways, this “failure” paved way for so many successes later on.
PR is about human beings
No matter what theories we come up with, and what ever grand strategies we invent; PR is all about understanding human beings and learning how to communicate with them and also to persuade them to think and behave in a certain way. This calls for observing people, dealing with them on a regular basis, forming models of behaviour in one’s mind, understanding what motivates people, what kind of incentives work with what kind of people. PR is applied social psychology at its best. Not only is a PR professional required to understand groups of people who matter to us, but we are also required to influence them in ways which are benefical to us.
Learnings while planning and executing campaigns
Some learnings that come from the fact that we are dealing with human beings and not machines. Thank god we are in PR and not sitting and writing unintelligible codes behind computers all day long !
- Long term orientation : Thinking about how communicating and engaging with the “publics” with a long-term relationship building perspective is the only way out. There are no short-cut ways to persuade or people. That would amount to conning people and that is not good PR anyway !
- Selflessness : Helping our clients, and their customers with advise, information and contacts
- Honesty : Without honest communication, no individual or company can build a strong reputation and a healthy brand.
- Courtesy and Customer Service : Dealing with clients (some reasonable and some not so reasonable) instills in one the values of courtesy and customer service. Observe the best PR person in your surrounding, and I can bet that he/she is also the most courteous and well-mannered person around.
- Concern and respect : Without concern and respect for others, one cannot persuade them. Though most of the time, we are persuading people towards making commercial decisions for our clients benefit; but the bottom line is a total regard for their wellbeing and also respect for their individuality.
What this means for you….
PR is ultimately about connecting with people; human beings, who are a bunch of emotions, values and assumptions. Our effectiveness and success depends largely on how we decipher the often complex behaviour of other fellow humans.
If one is sensitive to others needs, their desires, ambitions and how they operate, one would be a super-star PR professional. But even if one is not too good at this game, one can learn each day. And this I believe is the reason a lot of us are doing what we are doing. For the thrill of understanding others and sharing our understanding with others. And in this, one can never be a failure…it is a lifetime of learning and applying what one has learnt.
Thursday, August 2, 2007
Customer service and PR....
Customer service and PR – the inextricable link
I am a hassled man. The last ten days have been one of the most frustrating for me, having to deal with my internet company which has possibly the worst customer care service in the whole world. The same applies to my credit card company. And did I forget my phone company ? Think of bills arriving late, and a lot of times not arriving at all; unless I kick a fuss about it. This causes a lot of angst and unnecessary mental agony. And of course a lot of negative word of mouth for all the three companies involved. My case is not an isolated one; infact, one of my colleagues is facing a similar situations and we have gone on a war footing to let these customer service guys know what we think of their service and also dissuading others from signing up with them. All of this, I believe is having some impact on their image and hence their brand equity.
Imagine the size of disgruntled customers going up. Imagine if there are a few thousand people in a city like Bangalore who are dissatisfied with the services or products of a company and how it could impact the company. Also, imagine the reverse situation; when thousands are supremely satisfied with a company. This I believe is a strong case of customer service and PR linkage. With internet and its various channels (websites, blogs etc...) all it takes is the will to shame a company. An angry customer can do irreparable damage these days without much effort.
The end user, the customer is a “public” to any company and it better be treated well. If not, they are going to make a hue and cry and cancel the service or shift to other competitors ( unless it is a monopolistic market). In any situation, the way the customer is treated makes a huge impact on the loyalty of the customer and needless to say impacts the image of the company on a day to day basis.
Customer Service Management, Word of Mouth and PR - the inextricable link…
I believe strongly that the kind of word of mouth that a company generates for itself (positive, negative or neutral) depends largely on the Customer service that it offers. This in turn builds the perception of the brand in the consumer’s minds. The link is simple yet most companies don’t tend to get this fact right or choose to ignore it. While they gloat about the kind of network that they offer, the great facilities that are available etc...many companies don’t have a good redressal mechanism to take care of complaints. There isn’t any mechanism to reward or punish the erring employees or the department.
This only leaves gaps in service which are glaring at times and can damage the reputation of the company in question.
Dubai, Thailand – shining examples of great customer service
My first visit to a country outside of India was to Dubai on business. The only thing I can say about interactions with each of the people (right from the buggy driver at the airport to the taxi driver who took us on the desert safari, restaurant manager, the shop keepers to the corporate communications manager of my client) is fantastic! The same holds true for Thailand. Bangkok is a city which sees a huge influx of tourists and the city is geared in every way to accommodate the visiting tourist, with world-class customer service at every touch-point. Despite being a poor country ( GDP much lesser than India), the country has managed to put together a culture of superior customer service which is just pleasing to say the least. It assures the traveler that the people in the country care and that their well-being is important.
What this also translates into is great word of mouth. I speak highly of both these countries – its Airlines, the people and their way of conducting business. And personal experience is the greatest way to form perceptions. Thai Airways, Dubai Free trade zone and even the modest taxi service company which operates tours to the desert safari are shining examples of what the will to please a customer can achieve.
Action plan – managing perceptions through customer service
Some action points on how companies/ individuals can deal with managing the perceptions about their entities. Most of it is basic common sense and not rocket-science.
o Have a good complaint registering system with a next action guideline
o Empower the customer to take action and report bad work
o Reward customers who bring notice to bad work being done
o Be honest in all communication with customers
o Reward good performance and punish sloppy work
All in all, managing perceptions can be a difficult task for anyone. There can be demanding customers, difficult ones too; but the bottom-line is that one can do all that one can in one’s power to ensure that laziness and sloppy work is not getting in the way of creating the right perception of the brand. I believe it is upto the customer service managers/ front line managers in many cases to save the company’s face in difficult times. And in the best of times, with the right kind of service being given – they can actually build a great case for the company and of course brand loyalty of the best kind !
I am a hassled man. The last ten days have been one of the most frustrating for me, having to deal with my internet company which has possibly the worst customer care service in the whole world. The same applies to my credit card company. And did I forget my phone company ? Think of bills arriving late, and a lot of times not arriving at all; unless I kick a fuss about it. This causes a lot of angst and unnecessary mental agony. And of course a lot of negative word of mouth for all the three companies involved. My case is not an isolated one; infact, one of my colleagues is facing a similar situations and we have gone on a war footing to let these customer service guys know what we think of their service and also dissuading others from signing up with them. All of this, I believe is having some impact on their image and hence their brand equity.
Imagine the size of disgruntled customers going up. Imagine if there are a few thousand people in a city like Bangalore who are dissatisfied with the services or products of a company and how it could impact the company. Also, imagine the reverse situation; when thousands are supremely satisfied with a company. This I believe is a strong case of customer service and PR linkage. With internet and its various channels (websites, blogs etc...) all it takes is the will to shame a company. An angry customer can do irreparable damage these days without much effort.
The end user, the customer is a “public” to any company and it better be treated well. If not, they are going to make a hue and cry and cancel the service or shift to other competitors ( unless it is a monopolistic market). In any situation, the way the customer is treated makes a huge impact on the loyalty of the customer and needless to say impacts the image of the company on a day to day basis.
Customer Service Management, Word of Mouth and PR - the inextricable link…
I believe strongly that the kind of word of mouth that a company generates for itself (positive, negative or neutral) depends largely on the Customer service that it offers. This in turn builds the perception of the brand in the consumer’s minds. The link is simple yet most companies don’t tend to get this fact right or choose to ignore it. While they gloat about the kind of network that they offer, the great facilities that are available etc...many companies don’t have a good redressal mechanism to take care of complaints. There isn’t any mechanism to reward or punish the erring employees or the department.
This only leaves gaps in service which are glaring at times and can damage the reputation of the company in question.
Dubai, Thailand – shining examples of great customer service
My first visit to a country outside of India was to Dubai on business. The only thing I can say about interactions with each of the people (right from the buggy driver at the airport to the taxi driver who took us on the desert safari, restaurant manager, the shop keepers to the corporate communications manager of my client) is fantastic! The same holds true for Thailand. Bangkok is a city which sees a huge influx of tourists and the city is geared in every way to accommodate the visiting tourist, with world-class customer service at every touch-point. Despite being a poor country ( GDP much lesser than India), the country has managed to put together a culture of superior customer service which is just pleasing to say the least. It assures the traveler that the people in the country care and that their well-being is important.
What this also translates into is great word of mouth. I speak highly of both these countries – its Airlines, the people and their way of conducting business. And personal experience is the greatest way to form perceptions. Thai Airways, Dubai Free trade zone and even the modest taxi service company which operates tours to the desert safari are shining examples of what the will to please a customer can achieve.
Action plan – managing perceptions through customer service
Some action points on how companies/ individuals can deal with managing the perceptions about their entities. Most of it is basic common sense and not rocket-science.
o Have a good complaint registering system with a next action guideline
o Empower the customer to take action and report bad work
o Reward customers who bring notice to bad work being done
o Be honest in all communication with customers
o Reward good performance and punish sloppy work
All in all, managing perceptions can be a difficult task for anyone. There can be demanding customers, difficult ones too; but the bottom-line is that one can do all that one can in one’s power to ensure that laziness and sloppy work is not getting in the way of creating the right perception of the brand. I believe it is upto the customer service managers/ front line managers in many cases to save the company’s face in difficult times. And in the best of times, with the right kind of service being given – they can actually build a great case for the company and of course brand loyalty of the best kind !
Blonde moments and some insights...
I had a blonde moment today ( sorry for being politically incorrect)....on my way to office. I saw my colleague walking on the pavement, close to office and offered to drop her by slowing down the bike and what she said to me quite baffled me...so i carried on without thinking twice....
I actually heard her say " I am waiting for my chopper ( heli-copter) "...where as she meant " I am actually waiting for my cobbler".... ( her shoe was broken)....
This very blonde moment demonstrated how what is said is not so important....but how one hears it..... what really changes when the message is not interpreted as it is delivered....a big big lesson for a PR guy - that too early in the morning :) I wasnt the one to miss that one.....
Just think of how much we hear and dont listen.....how much we hear our partner ( or spouse) complain about so many things; but we dont care to actively LISTEN and get an insight into what is ACTUALLY bothering him/ her..... How much we hear clients scream at us...or complain and dont do much to LISTEN carefully ...and get some insights into the problem
This woke me up....and i promised myself to listen more actively to what is being said and never to assume anything.....
If one wants to conduct business smoothly and have caring relationships; one has to have the patience to actively and lovingly listen.... one big lesson from a "blonde" moment today
I actually heard her say " I am waiting for my chopper ( heli-copter) "...where as she meant " I am actually waiting for my cobbler".... ( her shoe was broken)....
This very blonde moment demonstrated how what is said is not so important....but how one hears it..... what really changes when the message is not interpreted as it is delivered....a big big lesson for a PR guy - that too early in the morning :) I wasnt the one to miss that one.....
Just think of how much we hear and dont listen.....how much we hear our partner ( or spouse) complain about so many things; but we dont care to actively LISTEN and get an insight into what is ACTUALLY bothering him/ her..... How much we hear clients scream at us...or complain and dont do much to LISTEN carefully ...and get some insights into the problem
This woke me up....and i promised myself to listen more actively to what is being said and never to assume anything.....
If one wants to conduct business smoothly and have caring relationships; one has to have the patience to actively and lovingly listen.... one big lesson from a "blonde" moment today
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