Maine Creative Services

Remember the old guy who died last month? The one who claimed he had invented the TV dinner? (Brace yourself if you can already see what’s coming.)

Well, he didn’t. Invent the TV dinner, I mean. (Yes, he did die.)

According to a recent Los Angeles Times story (in their archives if you’re interested enough to pay), Gerry Thomas’ bull– er, baloney about turkey points up what reporter Roy Rivenburg called:

“… one of the dirty little secrets of journalism: reporters rarely have time to investigate every claim people make about their pasts. If you want to embellish, just fool one reporter for one article, then you can use it to show other reporters that your story checked out.”

Sad, but true. And definitely not a practice I recommend to my clients, or anyone who plans to have more than a one-shot fling with the media. As a former reporter myself, I’m here to testify: We HATE being lied to, manipulated or deceived.

But then, doesn’t everyone?

So when dealing with the media (and everyone else, for that matter), honesty and full disclosure really are the best policy. Especially now, with the Internet making it possible to search everywhere for anything. And uncover your lies.

A word to the wise…

All together now, let’s sing: “My baloney has a first name, it’s G-E-R-R-Y. My baloney has a second name, it’s…”

That thought crossed my mind as I drove past a pizza place the other day. The name?

(Hey, at least he’s not selling mashed potatoes.)

What does your company name say about you, your products or services? Are you like Lumpy? Am I?

A recent post on the newly-reincarnated Business Blog Consulting asks, “What will a blog do for my business?”

Probably nothing, says John Jansch of Duct Tape Marketing fame, unless you follow his excellent suggestions. John’s list of blogging must-do’s are great, but he forgot one important thing — probably the MOST important thing. Take a look at his list and see if you can spot what’s missing:

“Using a blog correctly for most small businesses means these things at a minimum:

• Post almost daily – keep at it for months
• Answer the questions your clients ask you in your posts
• Promote the heck out of your blog online and offline
• Build a network of users and connectors around your blog
• Read and participate in other blogs almost daily
• Integrate your blog into your web site, ezine and marketing materials
• Update the non-post elements of your blog

All good advice. What John knows (but probably just forgot to mention) is perhaps the most important thing of all: To provide information of interest and value to your target market.

So it takes both quantity and quality. Without both, your readers won’t come back, no matter how often you post.

A sidewalk food vendor near Boston has given two Salem boys, ages 9 and 11, a lesson in cutthroat business techniques.

Sausage Vendor Shuts Down Kids’ Lemonade Stand

But wait — This just in from the “Instant Karma” department:

“Sausage seller Jarrod Clowery said he regrets ever calling police, and added he’s been getting icy stares around Salem.”

Well, good. Maybe the whole town will boycott the guy for being such a humbugging Scrooge.

So, you gotta figure… after all this bad publicity, the owner’s gonna do a little damage control, marketing-wise? Right? Maybe let the kids set up their stand after all? Maybe even throw ’em a few bucks to ease the pain (not to mention rehabilitate his image)? Smart PR could actually turn this into a very positive…

Oops, I guess not.

The owner of the sausage stand is unapologetic. “I’m not the bad guy here,” Kevin Kefalas told the Salem News. “I don’t care if kids want to make a little money, but why can’t they go to Pickering Wharf? Why do they have to do it 40 feet behind me?”

Some guys just don’t get it. And probably never will.

Had a sunny outdoor lunch today overlooking the Portland (Maine) harbor, chatting with a fascinating fellow: an entrepreneur, web site designer, and absolutely superb communicator. Rich Brooks owns flyte new media in Portland’s Old Port and is an active and excellent blogger. He not only writes his own blog but he was invited to be a contributor to the reincarnated Business Blog Consulting. (You can read his first post, “Can Technorati Compete?” here.)

Rich was kind enough to mention me (in a flattering way!) on his blog today. (Guess that lunch was a good investment!) 😉 Privately he has also taken the time to offer feedback, suggestions, and praise as I try to figure out what I’m doing here with this ol’ blog of mine.

Anyway, this blog is all about business communications — and this guy really knows how to write. His blogs and web sites not only deliver necessary and valuable information, they generally do it in a fun, intimate, un-self-conscious way. It’s quite endearing and is a great way to build your brand.

For an example of what I’m talking about, take a look at the opt-in and confirmation emails you receive when you sign up for his free newsletter (which is very good, btw). Those email responses may seem routine and unimportant to you. But Rich’s demonstrate the kind of friendly “voice” and deft, humorous writing that can be so valuable in forging lasting and loyal relationships with customers.

How’s your company voice? Is it friendly, or formal? Stiff, or sassy? What does it say about you, your company, your people? What should it say?

Money. It’s right up there with sex as one of the Things That Aren’t Nice to Talk About, according to the Christian Science Monitor.

The greatest generation tries to share the wealth but the kids won’t listen: “A study released last week finds a vast communication gap between baby boomers and their parents and relatives on the subject of inheritances and legacies.”

What do you think? Are you speaking openly with your parents/kids about money? About anything?

One final thought about the recent Dell customer service fiasco, below.

Recently I edited what I think will be an important business book. Written by Phil Verghis, a client and friend, the book teaches organizations how to provide top-notch service and support for their customers around the world. I think all of us — customers and companies alike — can agree that the overall level of customer service could use a lot of improvement!

Yes, the book is aimed mainly at large, global organizations, who face huge challenges trying to provide follow- the- sun customer support around the world, while making the customer’s experience pleasant and positive. But what huge enterprises have in common with us little guys is this: We both depend on clear, honest communications with our customers.

Whether you’re an Akamai, or a 50-seat software company, or a one-person graphic design house, you’ve got to focus on your customers. Listen to them. Talk to them. Which takes us back (once again) to the focus of this blog– how important good communications skills are. Both external (with the customer) and internal (with co-workers and departments heads).

As Phil writes, every company needs to focus on the customer. Service and support executives must be taught that they not only represent the company to the customer — they must champion the customer to the company. Business processes must be evaluated (and sometimes revised) to make sure they’re customer- centric. Top management should consider adding a Chief Customer Officer — a new C-level executive (CEO, CFO, CIO, etc.) whose job is to look at everything with the customer in mind.

(Grab your iPod and cue up What a Wonderful World it Would Be.)

Let’s hope every large organization (and most of the medium and small ones) reads The Ultimate Customer Support Executive: Unleash the Power of Your Customer and heeds its message. (Full disclosure: Although I edited the book, I have no financial stake in its sales.)

I understand Phil is now offering workshops, too, to help spread the word.

And who is Phil Verghis? Well, before launching his own consulting firm, Phil led Akamai’s vast and successful customer support organization at their headquarters in Cambridge MA. He is also the former chairperson of the Strategic Advisory Board of the Help Desk Institute (HDI), the largest membership support and service organization in the world. (And there’s much more. If I listed all his accomplishments in customer support and service, I’d be writing all day long.)

Frustrated consumers, what do you think? Are you happy with the level of customer service? Which companies deliver the best? The worst?

How would you improve customer service?