How to manage change properly


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Podcasting from Cork Ireland, for 26 minutes you’ll hear
Roger Overall & Paul O’Mahony talking about
how to manage change properly
– without screwing-up

Topic
Transforming your business model

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In Episode 10 of Season 3, we chat about big stuff
– nothing trivial

Mini Announcement:
We’re now weekly

BusinessJazz begins here 
  • Introducing ourselves (0:55)
  • Introducing AnchorFM (2:35)
  • Credibility of Audio v Video (3:45)
  • History of Paul on Anchor (4:00)
  • Advantages of Audio (4:30)
  • Examples of what you can do on Anchor (4:55)
  • Humanity of Anchor (6:00)
  • Strength of community (6:20)
  • What the Founders of AnchorFM did (6:40)
  • SXSW – South By South West (7:30)
  • Result (7:58)
Insight:

We all need an Anchor

We move on 
  • Cobbler’s Shop changes the business (8:30)
  • Radical change to your business (9:15)
  • How to communicate big change properly (10:25)
  • Give warning to customers
  • Brand Advocates (13:55)
  • Community becomes a Commodity
  • Audioboo to Audioboom
  • Summary of key points (15:15)

Insight

For goodness sake,
Communicate with a Capital sea 
– your life depends on it.
(A U Thority)

Stories of success
  • How to communicate from both sides (16:15)
  • Roger’s accountant story (17:45)
  • Handholding like Avie Uniglicht for AnchorFM
  • An elegant solution that keeps customers on board (22:00)
  • Apple are leaving the computer business’ (23:50)
  • Republic of Work in Cork

——————–
Appeal to our supporters :
Please tell one other person
about #BusinessJazzPodcast
______________________

We offer you our best advice

  • Give warning in plenty of time
  • Inform people about why the change is necessary
  • Tell people what will happen
  • Say when the change will come
  • Provide help during time of transition
  • Don’t rely on volunteers to handhold
  • Ensure others don’t communicate the message for you

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During this episode, Roger & Paul spoke fondly of

  • Show & Tell Communications
  • AnchorFM
  • SXSW
  • Casey Neistat
  • Beme
  • CNN
  • Pogoplug
  • AudioboomFM
  • Avie Uniglicht (aSKaVIE – your tech concierge)
  • Apple
  • Republic of Work

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Let’s work together – fondly
@rogeroverall
@omaniblog
@bizjazzpodcast
@mcfontaine (The Audio Wrangler)

Brilliant customer service leads to profits through loyalty

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Podcasting from Cork Ireland for 36 minutes
you’ll hear Roger Overall & Paul O’Mahony
talk about customer service to
Help you attract & keep more customers
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bj-s3-e7-artwork-finished

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In Episode 7 of Season 3, we address a problem many businesses don’t know they have.

We start with surprising questions

  • Who invented the term “airplane mode”?
  • Why the heater was blasting away in Roger’s office

Insight:

None

We get into the meat

  • The weather for entrepreneurs & startups can be unpleasant
  • Should business people pretend they’re feeling great when they aren’t?
  • Is it better to be “authentic” or always have your best face forward?
  • Should podcasts be perfect or should they (sometimes) show bad humour?
  • Why Paul felt like flagellating in the corner – not flatulating
  • Is ‘real‘ communication better than ‘consistent‘ communication?

And move on to 

  • A story from days of corporate culture transformation in London
  • How mistakes in customer service & recovering well can deepen rapport
  • Is it wise to make deliberate cock-ups & recover with style?
  • Deliberate breakdown of coach, sweets, replacement coach & refund
  • Word-of-mouth marketing is powerful

Insight

All this can be fun – when you do it well

There’s plenty more 

  • What should a waiter do?
  • The behaviour of waiter clattering  a cup of coffee
  • Most apologies are insincere & fake.
  • How to apologise to a customer
  • Human connections – make yourself ‘vulnerable’ (9.05)
  • Dreadful pints of Guinness are served (8.20)
  • Customers have crap days – may empathise with you – sometimes (9.30)
  • If you’re a miserable git all the time – or a misery gut occasionally (10.00)
  • When your default setting is “miserable” (10.35)
  • Humans have bad days (11.25)
  • The challenge is to explain in an impressive way (10.50)
  • You don’t have to beat yourself up when you let yourself down (12.05)
  • Don’t hiss at the cat, bark at the dog & let everyone have it (12:45)

There are more stories

  • From the days of corporate transformation in London Transport (13.10)
  • Making Mistakes in customer service & recovering well deepens rapport
  • Deliberate cock-ups are tricky
  • If you breakdown, hand out sweets, provide replacement coach + refund
  • Word-of-mouth marketing works

The best story – told by Roger

  • A Richard Branson story – heard from Dinah Liversidge (16.40)
  • Virgin Airways destroyed wheelchair – what they did to make it up to her
  • Unequivocal apology – no mincing words
  • Richard Branson phoned her – maybe from a balloon
  • Dina got the Rolls Royce of wheelchairs
  • She switched her custom from British Airways to Virgin Atlantic
  • How many have heard that story?
  • People who get lousy customer service
  • Dina decided she didn’t want to be paralysed anymore
  • Sarah Weldon was also paralysed
  • It’s great when you overcome extraordinary disabilities
  • Andy Bounds, blind, turned that into ‘Clearer Communications’ business
  • It’s good to design buses for people with disabilities – it helps everyone
  • Exceptionally clear communications impress & lead to loyalty

Insight

Some companies are astonishing & worth copying

You can be magnificent

When things go wrong

  • Does being moody damage your business? (27.00)
  • Yes – if you do certain things – and not if it isn’t a pattern
  • Cocking-up a meal in a restaurant
  • Rant by Paul about the ruined meal
  • Knock money off the bill
  • Free meals for all
  • Vouchers encourage customers to return
  • What’s the marginal cost of providing a meal in a restaurant?
  • You can recover from giving lousy service – but how? (31.05)

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Appeal to our supporters :
Please tell one other person
about #BusinessJazzPodcast
______________________

Our 3 best bits of advice

  • You can make the second impression more powerful than the first – and diminish the impact of a poor first impression 
  • Being moody is human – dealing with it well can lead to even better relations with customers
  • If you’re apologising, be whole-hearted 

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We spoke fondly of

  • London Transport
  • Dinah Liversidge
  • Business Networking International (BNI)
  • British Airways
  • Virgin Atlantic
  • Richard Branson
  • Rolls Royce
  • Andy Bounds

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Let’s work together – fondly
@rogeroverall Show and Tell Communications
@omaniblog on Twitter – Phone Paul  (phone number on podcast)
@bizjazzpodcast Leave comment on businessjazz.net
@mcfontaine Mark Cotton (sound)  AudioWrangler

We’ll be back

Is Your Browser Experience Detestable?

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For 36 minutes you’ll hear

Roger Overall & Paul O’Mahony shout

about loving your suppliers & staff

Topic

How can we win affection? 

browserexperience

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In Episode 5 of Season 3, we sink into this challenge that tests every business.

We discuss 

  • It’s important to remember what podcast you’re on
  • Welcome “browsers” into your store – they’ll buy in future (2.00)
  • Show “you’re very welcome” (3.30)
  • Give customers space & time
  • Damn pop-up ads on websites
  • Attract some, repel others (7.40)
  • Don’t ignore loyal customers in favour of new customers (9.10)
  • Have a Web page for first time visitors (9.55) – a “Start Here” page

    Insight

    Great welcomers win

We also discuss ………………

  • The big mistake we made last week (12.28)
  • “We are European” (14.25)
  • Our primary purpose  (15.10)
  • Fresh thinking from USA
  • It’s a pity we don’t have advice from Japan & China (17.00)
  • “We’re lazy” (18.00)

Insight

Admit your mistakes quickly 

We also discuss:

  • Make a fuss of your suppliers & employees (19.49)
  • How to treat your suppliers well – pay invoices on time
  • Be irresistibly attractive
  • Why it’s important to be consistent (23.30)
  • Why treat staff well
  • Case study: Amazon in Cork (24.15)
  • “Internal customers” (25.00)
  • 3 things a company can do to be genuinely attractive  (25.20)
  • Generosity
  • Respect
  • Cheerleading
  • Selling books in Ireland & USA (28.10)
  • Projecting an image of your business ethos (30:05)
  • Featuring staff  (31.00)

Insight

Do something that matters every day 

We finished with

  • Summary of key points  (31.20)
  • Cheering for Mark Cotton, our audio & music genius & Sarah (33.50)
  • He’s @mcfontaine
  • Produces The Bletchley Park Podcast
  • Truly “the bees knees”
  • Thanks to listeners (35.45)
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Appeal to our supporters :
Please tell one other person
about #BusinessJazzPodcast
______________________

We offer you our best advice 

  • Be generous
  • Be respectful
  • Be a cheerleader
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We spoke fondly of

  • O’Mahony’s Bookshop in Limerick
  • AJ Leon, Misfits Inc @ajleon
  • Akari Software
  • Borders Bookstore
  • Chris Brogan, author @chrisbrogan
  • David Hobby, photographer @strobist
  • Rich Roberts @FiremanRich
  • Mark Cotton, sound engineer @mcfontaine
  • USA, Canada, Europe, Germany, Japan, China, Manilla, Mexico, Texas, Vietnam, Australia
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Be vulnerable & practise empathy

 

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For 32 minutes you’ll hear

Roger Overall & Paul O’Mahony prowl

around this thorny issue

Topic:

What if your business is vulnerable & you’re low on empathy?

cartoons-205

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In Episode 3 of Season 3 , we prowl round an issue which every business (owner & service provider) better address.

immediately…

in order to succeed impressively…

We discuss how #BusinessJazzPodcast is going to achieve: awareness & love.

  • What if you have a rat in your business? (crisis management)
  • What if the competition’s so fierce that no one finishes the race? (service design)
  • How to be the last woman standing (sustainable survival)

 

Insight

Don’t call Gary Vaynerchuk if there’s a breath left in your business body

 

We go on to discuss gargantuan issues (feared by most)

  • Customers are Vulnerable
  • You need Empathy to succeed
  • Unfortunately – you know too much about your business

 

Insight

Drink a pint of the Soft Stuff (emotional intelligence)

 

Appeal from our sponsors:

Please tell one other person

about #BusinessJazzPodcast

(9.5 would also be good)

Eventually…

we offer you advice

The 4 best bits of advice you’ll ever get for us:

(on how to start becoming genuinely attractive in business today)

  • Find your first (paying) customer
  • Practise the art of patience
  • Stop
  • Feel how vulnerable your customers feel

(listen to the podcast again)

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We spoke fondly of 

Barcley Marathons (in Frozen Head State Park near Wartburg, Tennessee. founded by Gary “Lazarus Lake” Cantrell)

Gary Vaynerchuk

The Christian feast of Christmas

Zen Buddism

Netflix Documentary

“The Lean Startup” by Eric Reiss

Apple Tim Cook

Bill Gates

Nash19 (Restaurant & Food Shop in Cork Ireland)

EMC (in Ovens, County Cork, Ireland – connected with Dell)

Smarter Egg Network (in Cork Ireland)

Show & Tell Communications (in Cork Ireland)

“From Zero to One” by Peter Thiel http://zerotoonebook.com/

World War I

The US Civil War

Arrow  Pest Control (SME in Cork Ireland)

The Trouble with Fridges

Wearing Wellingtons while plugging in fridges

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Let’s work together – fondly

@rogeroverall

@omaniblog

@bizjazzpodcast