I just waited 35 minutes to be seated at my favorite breakfast restaurant, the Pancake House in Redondo Beach (not IHOP!). The server came quickly to the table, asked if we’d like coffee and sped away to return with a pot of Joe. Within five minutes she’d taken our order, given us coffee and placed our order in the kitchen. I reflected on the situation, it was clear to me that management at this establishment is ‘customer centric’ in its focus and understanding of what patrons want. Minutes after taking and submitting our order, the server returned with the condiments for hubby’s meal, and a beaker of syrup –warm syrup– for my pancakes. I was so appreciative of the warm syrup. Not cold, not gross and dripping with other patrons fingerprints all over it. But, clean, warm and sitting there ready for me to use before the hot meal was delivered. I’ve been to this restaurant a hundred times, however it struck me how their consistent high quality customer service keeps me coming back, and makes me a huge advocate of this business. It’s really not that complicated; it is consistency and quality of service (and product) that make the difference, sets a company apart from its competitors and keeps customers coming back for more.
Posted By: Kande In: Newsletter Tags:
Have more fear of regret than of failure.
The front door of Grabiner/Hall… Welcome to the home of our brain trust. Where our brand designers, copywriters, public relations specialists, web designers and more have practiced 25 years of fearlessness!
Posted By: Kande In: Newsletter Tags:
“If you’re NOT uncomfortable, then you’re not growing.” Ponder this statement.
If taken to heart, it can propel you to the next level of business – give you the courage to step forward, say what you mean, go against common thinking and actions.
I know how it feels — and when you let yourself move forward (even when it’s scary) great things happen.
Posted By: Kande In: Newsletter, Rants Tags:
There are four key elements to creating iconic brands (Holt 2004): 1. “Necessary conditions” - The performance of the product must at least be ok preferably with a reputation of having good quality. 2. “Myth-making” - A meaningful story-telling fabricated by cultural “insiders”. These must be seen as legitimate and respected by consumers for stories to be accepted. 3. “Cultural contradictions” - Some kind of mismatch between prevailing ideology and emergent undercurrents in society. In other words a difference with the way consumers are and how they some times wish they were. 4. “The cultural brand management process” - Actively engaging in the myth-making process making sure the brand maintains its position as an icon.
Posted By: Kande In: Newsletter, Rants Tags:
This week we launched a brand new website for our long time client and great friend Larry Levine. Larry’s a professional political consultant, having run and WON innumerable campaigns in good ole LA. Finally, Larry’s made a 180 toward one of his true loves …fine dining!
His new site atLarry’s.com is a California restaurant review website where you will find great restaurant recommendations all written by regular people who are real foodies. It’s a secret… but Lenn is one of the “co-hosts” and you can read all of the reviews by visiting here http://www.atLarry’s.com
Posted By: Kande In: Newsletter Tags:
When I bump into business associates I haven’t seen in a little while… most often conversation turns to ‘How’s Your Business Doing?” I always take the tactic that I’m grateful for the clients we have and how enjoyable they are to work with (and I mean it!). Here’s something I found that can help us all with new business development…
Seven Strategies for Surpassing Sales Stress
Even with the economy ostensibly on the mend, we’re well aware this isn’t the easiest time to be making a living in sales. But before you go reaching for the Maalox, you may want to peruse the following seven tips from Lou Schachter, co-author of “The Mind of the Customer.” Schachter helps Fortune 500 clients achieve their desired results through sales training.
1. Tempting as it may be to cut your losses, don’t write off every player in an afflicted industry. Opportunity may still be lurking.
2. Now may be a perfect time to revisit prospects who previously wouldn’t give you the time of day. Things may be quite a bit different for them today.
3. Forget about your own numbers for a moment and focus on what you can do to boost your customer’s revenue.
4. Establish the value of your offerings first—then talk price. Avoid the discounting trap.
5. Now’s the time to leverage the rapport you have with your current customers. You may well be able to sell them on products and services they weren’t necessarily aware you offered.
6. Your sales managers need to spend more time coaching and less time in the field. Both in terms of directing the action and maintaining morale, it’s imperative they embrace a leadership role.
7. Turn your competitors’ folly into your gain. If they’ve been scrimping on product updates and customer support, opportunity may be knocking.
Looking for more great sales strategies? Check out “Win/Loss Analysis: A Proven Program for Winning More Business.”
Posted By: Kande In: Newsletter Tags:
Today I read this in Seth Godin’s Blog. I wanted to share it with our audience. I couldn’t agree more with his position.
You’ve probably seen it. The fish monger sees a decline in business, so they have less money to spend on upkeep and inventory, so they keep the fish a bit longer and don’t clean up as often, so of course, business declines and then they have even less money… Eventually, you have an empty, smelly fish store that’s out of business.
The doctor has fewer patients so he doesn’t invest as much in training or staff and so some other patients choose to leave which means that there are even fewer patients…
The newspaper has fewer advertisers, so they can’t invest as much in running stories, so people stop reading it, which means advertisers have less reason to advertise which leaves less money for stories…
As Tom Peters says, “You can’t shrink your way to greatness,” and yet that’s what so many dying businesses try to do. They hunker down and wait for things to get better, but they don’t. This isn’t a dip, it’s a cul de sac. It’s over.
Right this minute, you still have some cash, some customers, some momentum… Instead of squandering it in a long, slow, death spiral, do something else. Buy a new platform. Move. Find new products for the customers that still trust you.
Change is a bear, but it’s better than death.
Posted By: Kande In: Newsletter Tags:
Grabiner/Hall has the good fortune to work with a fine company….Fine Fabrics of Santa Barbara. We’ve been hired to bring some buzz to thier annual SOLSTISS
Lace Event hosted in Santa Barbara during the month of August.
Why August? Because that is when the PARIS showroom of the world’s finest lace makers move 100’s of pieces worth $100,000’s into Fine Fabrics retail site, while all of France takes the month off! Since the showroom closes, we here in California have access to 2010 collection that all of the top designers viewed and used in their newest collections.
Photo attached shws how Stella McCartney used Solstiss Lace as an overlay on this green mini on Isla Fisher.
Posted By: Kande In: Newsletter Tags:
We’re starting to see signs of business turning the corner, pecking through the shell of apprehension and doubt about spending. Our view is keen to budgets allocated to marketing and communications—and we’re definitely seeing increased spending.
When you think about it, a company still needs to generate revenue and can’t afford to stop communicating with prospects and customers—where the revenue comes from! And, if outbound communication isn’t occurring regularly you risk your competition usurping you…stealing your market share and more.
Communications (website, blogs, email blasts, etc) enable your company to take a leadership role in your industry. Companies investing in their communications have the vehicle to send proactive, upbeat messages and create an attitude that will reflect and influence how your organization is perceived; it’s people, products or services. Positive, smart and clever communication naturally increases the potential of your company. It’s a no-brainer.
Sure, it’s stressful to put your stake in the ground and push through the recession positioning your company in front of the crowd… but companies that adopt this attitude will find themselves leading in revenues and market recognition when this recession recedes.
Posted By: Kande In: Newsletter Tags:
Today we did some brainstorming inside the walls of G/H to tweak our strategy for new client Fine Fabrics, of Santa Barbara. It’s an exciting event we’ve been hired to promote, and from August 1 – 31, 2009 the public will have access to French Lace manufacturer Solstiss’s 2010 collection. Hundred’s of beautiful and exotic lace creations will be shipped from the Paris showroom to Fine Fabrics location in Santa Barbara. Much of the lace is heavily beaded and enhanced with suede, metal, crystals, etc. and is being currently used in multiple Haute Couture collections by Lagerfeld, De La Renta, Cavalli, and McCartney to name only a few. I’m scanning InStyle.com for samples of Solstiss Lace gowns worn by celebs. This photo of Gwyneth is a gem.
http://www.finefabrics.com
Posted By: Kande In: Newsletter Tags:
RSS