EVERYONE YOU VALUE MAKES MISTAKES EVERY DAY

(series 5 episode 7)

A raw, unscripted, free-wheeling, wide-ranging and eclectic chat about “How to be genuinely attractive in business today”.
For people in business.
“Business” means you

  • have a job
  • own a commercial enterprise (profit & not-for-profit)
  • work at anything (including housework).
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    Weekly podcast by Roger Overall & Paul O’Mahony from Show&Tell Communications (HQ in Cork Ireland, trading in Ireland & UK) – available here, in iTunes and other places.

This episode begins with MISTAKES.

– The key point is to recover well.

Story No 1
is about Jack Nicholas (golfer) as told by Bob Rotella (golf coach) in one of his books.

– FORGET YOUR MISTAKES – after learning from them seems to be the message.

Paul: “I do not know what direction this podcast will go”.

Roger: “Is that because of your experience?”

Story No 2:
Heart Surgeon in USA at 93 years of age.

“How old will I be when I stop working for money?” says Roger
These guys work today :
Ridley Scott (born 1937, English film director & producer.
Warren Buffet (born 1930, American business magnate, investor, & philanthropist, serves as chairman & CEO of Berkshire Hathaway – Wiki)
Stan Lee (born 1922, American comic-book writer, editor, film executive producer, and publisher – Wiki))
Walt Disney Inc
Floyd Norman (born June 22, 1935) is an American animator, writer, and comic book artist – Wiki)

People who retain experienced people make the business attractive” says Roger.

The Internet Age: Have the rules about how to do business changed? And if so, how much have they changed?

How recently did a business have to think about cashflow?

Example of Egyptian Pyramids.

Story No 3:
Jane Boyd’s father (in Canada) drove miles to build relationships.

“Automated relationships”

Story No 4:
Instagram Adverts.

The “Free” Economy.

Communications spoiled. Frequency makes the experience unattractive -say Roger.

Interrupting. Annoying.

How can we make our ads desired?
How can we make our ads relevant?

Story No 5:
Amazon interruptions.

Get me Ad-blocker

Story No 6:
Waiter’s job is to interrupt – Lourdes Story

Human Element Wins Every Time

(season 5 episode 4)

Paul O’Mahony & Roger Overall chat about

The Hotel

First you hear ongoing conversation about what it’s been like for Roger & Paul to talk with each other.

Discovering what you don’t know is learning…

[There’s a dog in the corner of Paul’s kitchen – Louis the English Setter may guest on this show.]

Whining … complaining … leads to Roger’s hotel experience in UK.

The hotel Roger & John Hicks  (UK Sales Director of Show&Tell) was :
-excellent booking
– bed pristine
– shower hot & powerful
– room to hang up the suit
– plenty of plugs
– Wifi not needed
– bathroom light repaired immediately
– ideal location
– big power brick

Bishop Stortford (Hertfordshire, England, population 37,000) near Stamford Airport

What’s Roger’s complaint?

This is a poignant story about how to upset customers a lot.

The human contact (or absence of it) …
The personal touch (or lack of it) …
The communication (or a comedy of errors)…

Roger’s never described his upset feelings in such graphic terms (at least not on this podcast).

“Hostile” – “Antagonise” – “Aggressive” – “Sinistre”

A pregnant woman intending customer features in the story.

“Antagonism” – “Lying” – “Passive-aggressive”
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High point on the show may be :
– Roger defending Ireland’s reputation.
“Ireland – It doesn’t rain unnecessarily” (new national strap line?)
________________
“Eerie” – “Hostility” – “Insulted” – “Aggressive”

What’s your problem?” she said to the pregnant lady…

This is Fawlty Towers without the charm.

You better stay in another hotel.

How do you describe a hotel like this?

What makes the experience of a 5-star hotel?

Paul suggests we bring a hotel manager or hotel reviewer on the show.
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What did Roger learn that’s useful to listeners?

The human element matters most
The product may be excellent – but it the experience of the human is not nice – that detracts from everything …
_______________
The formula
If P = +
“+ & – added = –
(This is work in progress.)
__________________
If your product is rubbish – you’re done for …
If your product is brilliant + you don’t treat people in a way they think is good – you’re also on a very sticky wicket …
__________________
Why was the “heavily pregnant woman” more effective than you were”

She met aggression with aggression.

Was she assertive?
__________________

Contact us
Roger Overall at showandtellcommunications.net
Paul O’Mahony at @omaniblog on Twitter (& other social media) & @ Show & Tell Communications
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PS – “cut out self-disparaging remarks” asks Paul.

“Read Your Customer’s Emotions Perfectly”

(season 5 episode 3)


Podcasting from Cork Ireland

You hear Paul O’Mahony & Roger Overall talking about “I know enough to be dangerous”.

Dangerous companies, perilous companies …

Japanese chef preparing fugu fish … you can die if the fish isn’t prepared properly … and not by trial & error.

If you want to be genuinely attractive in business – you can’t do what some You Tubers do… You can’t promise and keep putting off the delivery of what you’ve promised.

Paul is in a team preparing a Conference for Toastmasters in District 71 – he’s the marketing person on the team. (11-13 May 2018).

Roger asks “What is your key concern?

(1) Making it genuinely attractive, or
(2) Being overwhelmed …

Paul dramatises the work. He has to remember “everything is not dependent on me“.

Paul talks about Toastmasters. Roger highlights Cork as the best place in Cork – much more attractive than not-Cork.

With an accent like your’s Roger – you can’t ever become a Corkonian”.
_________________________

At last, Paul & Roger talk Apple:

A success story … superb customer service from a guy in Lisbon…

Cork to Dublin, cross city, on to Belfast – to the only Apple Store on the island.

15 minutes about great customer service by Apple …

After that Roger contrasts the way Apple have behaved so secretively in another area …

We all need holidays – Paul even got a recommendation from the guy who helped him (on phone for about six hours over three days).

Contact Paul & Roger on http://www.showandtellcommunications.net

Catastrophes are highly desirable

Podcasting from Cork Ireland
Paul O’Mahony & Roger Overall
discuss disasters.

Recorded in Republic of Work, Cork City centre.

The podcast starts with Roger & Paul describing what happened the last time they recorded the podcast.

A disaster.

The episode was lost : the recording equipment failed.

That ‘catastrophe’ led to discussion about

“What should a company do when it has a major failure?”

All businesses have failures
– you have to pick yourself up (2:30)

What to do when you have a major disaster (a huge screw-up) – and you want to remain genuinely attractive?

BusinessJazz-S4E5-Cartoon-StarWars (2)

There’s evidence that when things go wrong – providing you recover well – you become even more attractive to customers. (3:20)

People think you’re human
We all fail.
But because of the way you recovered…

Your client is a human being as well.

You can easily imagine the worst.
However, the reaction may not be anger – may be one of understanding.

Roger’s story about his father’s mistake. How he learned from the experience. “What are we going to do about it?” – this is the big question. (6:45)

When this is the focus
(1) Employee doesn’t feel so horrible, they can continue to do their job
(2) No energy is wasted on feeling bad, shouting – all energy is directed to solving the problem.

There is slight reference to “A no – blame culture”. (8:00)

Roger’s big recommendation:

There are three questions that need to be asked when things go wrong

(1) Why did it happen?
(2) What have you learned from what went wrong?

(At Business Jazz – we had a faulty kit, we weren’t monitoring the audio, there was an intermittent fault. We weren’t monitoring the audio throughout the whole podcast.

(3) How do we move on? What’s our action plan?

(At Business Jazz, we had a ‘small’ problem – we moved on before we sorted the problem and that led to a much bigger problem.)

Paul asks:

What if the disaster is big and the cost of fixing it for ever is too high?
Should you be going out of business? (14:15 )

This led to discussion of
– Example of travel to Mars…
– Use of Disclaimers
– Insurance to cover failure to deliver.

Plus even more discussion of the experience Roger had with Air Canada & Aer Lingus – on his way to Vancouver, Canada.

The cost of guarantees

Aer Lingus wasn’t able to guarantee …

Big praise for Heathrow Airport website is excellent : tells you how to transfer. (19:00)

Big emphasis on the importance of really good clear information – presented in a friendly language.

Go to Heathrow.

Paul & Roger say they’ll put the Air Canada email up in shownotes.

Paul sent a tweet with a link to the last episode of Business Jazz to Air Canada – but there’s no guarantee the CEO got it.

Humourous chat about Air Canada.

Any other disasters? (24:50)

Exxon Valdez oil spill is discussed.

Elevator pitch: New TV program Roger would like to make.

Roger tells ” Do nothing – let the sea clean up”
Better than throwing chemicals over the oil. Adding to polution.

Oil is of nature – not synthetic.

“We’re not here to tell people how to clear up an oil slick”

How to communicate that to the public in a way that will persuade the public you’re being responsible:

1. Be seen to be doing something
2. Do what you can for wildlife
3. Educate people (For example: Why do you think we’re transporting oil?)

What caused the oil spill?
A meteorite fell to earth theory

If you have thoughts about oil spills, please get in touch

An experiment to try at home: Spill olive oil on water & clean it up.
Roger’s tip – use lemon juice

Contact us please at BusinessJazz.net.

Before You Replace Paper Tiger Scream

Podcasting from Cork Ireland,
for 35 minutes you’ll hear
Roger Overall & Paul O’Mahony talk business

The recording of this episode of Business Jazz Podcast was live streamed on Periscope from Republic of Work Cork Ireland.

[Please note: Roger was not paid

by 53

to say what you’ll hear him say on this episode]

How to be genuinely attractive in business today (GAIBT)
not yesterday
not tomorrow

This week’s episode begins with P&R discussing what TODAY should be called.

Three options:

  • BJ-day
  • T-day
  • F-day

BJ name’s taken already
T name is ambiguous
F is best

This is relevant because Before you name your company – who else has that name and dominates that space?

Don’t go for a name a criminal uses

F-day isn’t confusing – you can’t be attractive if you confuse people.

Words have resonances (F-day has all sorts of resonance). It’s fab, fantastic, fenomenal …

You get more f-words on our podcast

Ask yourself:  What are our 3 words?  The superlatives we own.  Roger suggests that in a press release – use all the superlatives when referring to your company. Some journalists are lazy (tip for you).

Paul wonders: do you want rubbish written about you – like “BJ is a leading, professional, quality, award-winning…”?

What 3 words would you recommend?
fenomenal – factual – frisky

Advice P&J discuss:
Hire a big Research Team – spend 2.5 m – run 100 focus groups …

_________________________

Are we going to get serious?

 

Imagine we aimed to podcast alert & attentive

their job is to communicate

what how why & outcome you could expect

you were an employee ambition to be change agent – make a difference and leave

coffee-makers make a difference

_______________

Is there anything going on in the world Roger?

Make a difference or leave

give people leeway to make a difference

Some companies have SOPs for everything – Scripts on screens – their own company Siri built-in to their communication stations.

Good example of a company doing something well

Not first time they’ve impressed Roger

American, San Fancisco Company – 53
You hear Roger tell “The 53 Story
“Paper Drawing App”

Paper is a very human App
Others are clinical empty soul-less

Surprise – surprise  : Roger says

“I use Paper”

53 is memorable company name.

Lots of detail & emotions in the 53 “Paper” story.

Is “Paper” a Challenger Brand to market-leader? (Pro Create & Adobe)

The 53 Story – warts & all 

(1) The fall from grace of “Paper” … (in 2015)

Why did Paper add functionality to the App? Paul sketches a preposterous theory.

(2) Roger wrote a blogpost…  (from a no-longer-happy man in Cork)

Said he was DISAPPOINTED

(3) Roger work up to an Email from Christopher Martin  (53 product manager who oversaw the product development of ‘Paper3’)

“a very human email” out of the blue

(4) 53 Updated – transformed – the Paper App 3 months later

“amazing, great to have the App back”

(5) Roger is cartooning – building a career as cartoonist.

Roger was asked: “How do you do your cartoons?”

He wasn’t using a 53 Stylus until Charoline Weingardt got him one

applied ear 53 launched their own stylus “Pencil”
¢50 Charoline Weingardt artist had a Pencil – got one for r – one of first in E have have one.

Bad DISAPPOINTING news: Technological problems – wearing out too quickly – odd behaviour – trouble drawing with it – palm rejection didn’t work quirks- eraser didn’t work for me

I use Paper Magnus Stylus by; an Irish company

(6) Roger told the DISAPPOINTED story on Instagram

  • a throw-away comment

(7) SHOCK & AWE – can we send you a replacement?

arrived additional nibs – it works brilliantly – better than the one I had

leapt in on a conversation
feint whisper on smedia -= got in touch – 2 years after last contact

fenomenal way of reading wea
“fing fabulous”

(8) TODAY

– Paul says ’53 may take your story & put it on their website’

  • Roger says “I wouldn’t mind.  I grant 53  creative commons licence to use my story as you wish …

left me
gushing fan of their product & company
flaberghasted

___________

Advice points:

Stories are better than key points

144,000 seconds – BJ book producedin 144k seconds ….

If you want to be genuinely attractive in business today (GAIBT):
(1) Do what people don’t expect
(2)Do what gets people saying “I don’t really deserve to be served by this business … Surely it’s only others who get this extraordinary service?
(3)Treat users in a ‘down-to-earth’ – ordinary – genuine – intelligent – way.

There’s a good chance you will be (GAIBT).

Ffnd & contact P&R on “BusinessJazz.net”
Find Roger Overall on “showandtellcommunications.neti”
Find Paul O’Mahony’s freshest bio there.
Find Paul live streaming as @omaniblog on Periscope.

‘OMANI’ = Outrageous Monsters Are Near Ireland.

Phone Paul – he’ll be very pleased to talk to you.

Last words you hear on this episode
“… Now look, you wonderful wonderful …