MARKETING MINDSET

Is Change Good or Bad?

There was a change in the scheduling of Wheel Trans (run by the TTC in Toronto for disabled people - I use a walker and use Wheel Trans on occasion).

The riders AND the drivers were complaining. I admit that I was one of the "complainers".

Did talking about it do anything? No! So after I made my one complaint out loud, I did something - I took action. I called Customer Service (and waited on hold for 30 minutes) then changed my "pickup" times.

I'm much happier with the new times (they're better than what I had before for months!) - better times AND I did something and didn't just talk about it.

Marketing Tip: A change is both good and bad. Communicate your changes and do it in positive language - emphasize the good.

What change have you made and how did clients react? Share it with us.

Do Clients Feel A Strong Emotion When They Use Your Product or Service?

On the weekend I went to see a movie. It wasn't one I REALLY wanted to see but I wanted to get out of my place, be with people, have a coffee (there's a cafe in my local theatre), and get "lost" for a couple of hours.

I had read the movie reviews of it and so thought I knew what I was going to see. It went along and I was enjoying myself but I wasn't prepared for my feelings.

Near what I thought was the end there was a surprise. I felt sad at the time and happy at the very end. Happy AND sad -- hmm - two very opposite emotions.

What I REALLY wasn't prepared for was how fervently I felt each emotion. I stayed and watched the credits and thought about this and came up with this question -- do people feel a "strong" emotion while using your product or experiencing your service? For example, we Apple computer users are often called "rabid fans". Do clients feel passionate about your product or service?

Marketing Tip: Ask your clients about their emotions when  using your product or service.

How I Commented On Facebook and Someone Sent Me An Unexpected Response

How did that happen? That's not what I was expecting!

I had been reading the posts of my "friends" on Facebook and made comments to a few. I didn't expect any answers (Marketing Tip #1: answer comments on Facebook, twitter and LinkedIn). When I got a reply from one of them it was a pleasant surprise.

Then I got another reply that I REALLY wasn't expecting. It was about getting together with a woman I've known for years but not seen. Looked like she'd been reading her Facebook! She even sent me her phone number. I called her as soon as I got home from meeting my LinkedIn contact Pat Mussieux of Confidence and Courage  who she knew! Small world, isn't it?

We talked by phone and she said she wanted to get together. And we will :-)

Marketing Tip #2: you never know what your social media comment will bring so COMMENT!

How have coments got you clients or new or old connections? What worked and how?