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Would a “Makeover” Improve Your Customer Service?

Friday, May 11th, 2012

Quaker Oats man loses double chin

I heard that Larry, the guy on the Quaker Oats logo, just got a makeover.

The Quaker Oats PepsiCo brand is 134 years old. and Larry is looking a little tired. Since his makeover his double chin is gone and his hair is a little shorter. If you look closely, he looks like he lost about 5 pounds. Just the loss of his chin makes him appear younger. With some minor changes it changes the feeling of the brand.

They left the crow’s feet around his eyes because removing them would make him too too young!

Can you really look too young?

The Quaker Oats company was founded in 1901 so it was time for a makeover. Larry’s Quaker cousin, Aunt Jemima, traded in her bandanna for a new hairdo several years ago so she was less of a “mammie.”

She also lost 100 pounds. It’s probably time for another new hairdo.

The Jolly Green Giant has become nicer over the years, more friendly but always in good shape. But maybe his language needs to be brought up to-date and he should stop yelling “ho.”

These are subtle changes but nevertheless make a difference. They make a difference to the brand and the customers.

Of course it started me thinking: Why did Larry need to lose five pounds?

One reason is that Quaker Oats represents itself as a healthy choice cereal,one which promotes energy and the ability to lower cholesterol, and Larry doesn’t look that good. It goes together, the cereal is good and Larry looks good.

Would the customer think that Larry looks bad because he doesn’t eat Quaker Oats? Or if I eat Quaker Oats would I look like Larry? Larry represents the Quaker Oats brand and his looks need to be consistent with his brand of “good health.”

How about your brand? Who is your brand connecting to and who is your customer? How are you representing your brand? Are you and the brand looking tired and old?

What are you doing to update you and your brand?

Let’s face it; the baby boomers are working hard at staying young and living a healthy lifestyle. One of the payoffs should be looking better but it’s obvious what you eat and drink can’t change everything. So what does this mean to your business?
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Of Course You Can Get Through Your Regrets

Thursday, April 19th, 2012

Why is hindsight so clear?

Danish philosopher Soren Kierkegaard said, “Life can only be understood backwards, but must be lived forwards.” What a great insight!

At one time or another we all regret a choice we’ve made; it’s just being human. We can’t always choose the right path. But instead of regretting your choice, think about the positive aspects of your decision. What did you learn, how did you make the decision? Was it based on your present situation or future possibilities?

Last year I made a decision to buy a house on a little lake that was similar to my childhood home. Unfortunately I based the decision on the fantasy of “how I would like to use the house” rather than the reality of my life. Last summer I spent one weekend in the house, despite the fact that it’s less than one hour from my home in Albany. I hope it’s a good investment but only time will tell.

According to Dr. Michael Craig Miller, regrets can help us make sense of our life and our choices.

How do you get through regrets? Here are a few things I’ve come up with, let me know what you think.

I know this sounds simplistic but get over it! Getting too involved in regrets is pointless. Why spend time hashing and rehashing—it’s over. A friend of mine told me today that she is still trying to get over a 14 year relationship. She and her ex-boyfriend still continue to hash things over and over despite the fact that they both say it’s over!

View the experience positively. Remember the concept called Yin Yang? The ancient Chinese subscribe to a belief that there exist two complementary opposite forces in the universe. One is Yin, which is characterized as negative or feminine, the other is s Yang which represents everything positive or masculine. One is not better than the other, they just co-exist. There is a positive and negative side to everything.

If we apply them to life we could say there are two opposite sides to every event. In the case of our regret, it can be a positive learning experience. Ask yourself, how has this bad decision helped me? What have I learned, is there a good side to my bad decision?

This past week my favorite restaurant burned to the ground. The restaurant was one of the reasons that I bought my lake house. The restaurant had good food, good people and was the meeting place for everyone living on the lake.

Today I went to see the devastation. All I could think about was where will I go now? How will I find my summer friends?
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Want it to Work? You Better do it Your Way

Monday, April 2nd, 2012

When I attended the Alliance Flooring Convention I was struck with a statement made by keynote speaker Dale (“the Murph”) Murphy. Dale was a major league baseball player for 18 years. Dale said there was a time when he was playing so badly that he thought he should quit. It didn’t matter what he did or how much coaching he got, he couldn’t seem to improve. It occurred to him if he quit he knew what would happen; he would never play baseball again. If he stayed, he still had an opportunity, and so he stayed.

I haven’t stopped thinking about his statement; how do we know when to quit? Quitting is the end to whatever we’re doing. In this case quitting meant the end of the pain and it also meant being out of the game. According to Murphy, if success is what you want, quitting is never an option. So Murphy didn’t quit but another person may have quit even if they wanted the game.

Why do some people quit and some stay? It appears that it has to do with motivation.

Some people quit exercising, dieting and their marriages. Others stay around for what’s called “the long haul.” Could it be there are different types of motivation? There are people who listen to motivational speakers, get all reved up and go home and do nothing. There are others who get reved up and go home and do everything. So what’ the difference?

My research leads me to two types of motivation, intrinsic and extrinsic motivation. . Simply, internal and external motivation. People who have extrinsic motivation need rewards from the outside to stay around. Cheering crowds, big pay checks, constant bonuses and the big hurrahs.

Those with intrinsic motivation are motivated from within. They are motivated by their values and mission and find it difficult to quit. If you are truly living your passion, quitting is not an option.
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Selling is About Passion, Not About Sales

Wednesday, March 14th, 2012

The other day I met a personal trainer who was telling me about her profession. She was in great shape and obviously lived her profession.

“I love it she said, but they want me to sell it to people in the health club. In fact they want me to interrupt people who are working out and tell them about the personal training program.”

“So what’s wrong with that I asked?” To which she replied, “I don’t want to bother them!”

I started thinking, how can someone love what they do and not want to share it with others? Have you ever seen a movie or read a book that made you so excited you had to share it with others? Did you worry they ”wouldn’t buy it?” After you explained the movie all your friends wanted to see it. Why, because you weren’t selling the movie, you were selling passion and excitement.

I asked if she thought what she did was important, to which she again replied, “Of course I do .” She gave lip service to her passion, but somehow the possibility of connecting her passion with others didn’t exist.

Many salespeople are under the misconception that sales is about getting someone to do something or buy something because the salesperson wants them to. In this day and age, do people buy because the salesperson “makes them want to?” I don’t think so.

No wonder salespeople don’t like selling; of course they feel “pushy.” Frankly, I think they have it all wrong.

When you believe passionately about your service or your product, why not share it with the world? If your service can change a life, unleash a passion, or build self-esteem why not share it? Maybe it’s not about selling, maybe it’s about “connecting” with others. It’s not about the product; it’s about self-understanding and an ability to connect with another human.

Maybe people just don’t understand why people buy. People don’t buy because the product is irresistible, they buy because it fills a need in their soul or in their life. My friend was telling me about Oprah Winfrey attending one of Tony Robbin’s events; while she’s there she does the unthinkable, she walks the hot coals. Despite all her experience and self-understanding, she feels that walking the coals will do something for her life.

How does this happen? Something that Tony Robbins said sparked a nerve in Oprah, one that said, “there’s more to life than what you have.” (Now I’m projecting what I think was going on in her head.)
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