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.

30 Reasons to reply quickly

Paul O’Mahony & Roger Overall [P&R]
– podcasting from Cork, Ireland –
talk about how to be genuinely attractive in business today (GAIBT).

Recorded in @RepublicofWork The Mall, Cork City centre.

The podcast recording was live streamed on Periscope.

P&R discuss:

(1) A serious approach to branding.
What is your brand? It’s what others expect from your business.
“This is what you are in the mind of others…”

P&R emphasise the importance & value of doing research to find out what your business is in the minds of others –
research may surprise you.

(2) What if a business can’t afford to do research about its brand?

(3) Roger tells a story about his plans to travel from Cork to Vancouver – via Aer Lingus & Air Canada.

Paul is shocked by Air Canada.

What happened:
Roger emailed both Aer Lingus & Air Canada to find out about his luggage. He expected a poor, slow response from Aer Lingus. He expected a top class response from Air Canada.

Brand Canada is strong, much stronger than Brand Aer Lingus – in Roger’s expectations.

The shocking thing
is that Air Canada sent an email :

“We will respond to you within 30 working days.”

You hear Paul cracking-up. Paul says it’s like someone calling a fire brigade and getting a reply – “thanks for your call, we’ll be with you within 30 working days.”

BusinessJazz-S4-E3-Cartoon (1)

P&R (Paul & Roger) decide :
“Let’s send this podcast to CEO of Air Canada Calin Rovinescu”

Next time Paul books to fly Air Canada he expects a reply “we expect to be able to collect you within 30 days of your booking date.”
Horrific story – almost unbelieveable.

(In case you’re wondering, Aer Lingus sent a reply that left Roger in some doubt – but at least it was an honest answer that sounded as if they couldn’t provide an absolute guarantee that nothing would go wrong.)
_________________________

Part Two:

Paul & Roger (P&R) chat about

(1) An understanding of what a brand is. Many miss the point that “I don’t have control over my brand.

(2) A book: “Markets are conversations” – the No 1 thesis in “The ClueTrain Manifesto” (1999).
______________________

P&R summarise key points from their conversation:

  • You need to have a huge interest in the expectations people already have.
  • Strong Brands discourage some people from being interested in their products & services (saves people from wasting their time). An Undertaker doesn’t want to be confused with Pizza parlour.
  • It’s good to “Be Ignorant” about what other people think
  • Don’t base your understanding & decisions on
    (1) an unrepresentative sample
    (2) what you fear people are saying

Your company values:
Consider

  • You can control the extent to which you behave in line with your values.
  • Your values can’t be changed without changing the Board, the hiring policy, the people.
  • You may gradually need to ditch some of your clients – in order to move to working with your “ideal clients”.

Many companies have “values” – value statements. But statements are not what matter most – behaviour is what people base their expectations on.

Paul tells story about a company he once worked for whose No 1 value was FUN
___________________

P&R summarise the Key Points from this week’s episode.

(Bitcoins get a brief mention)

EIR brand is an elephant or a tanker – slow to change. It’s in a market that’s high tech – fast – nimble. P&R say there’s a “phenomenal mismatch” between Eir’s brand and the market in which they aim to succeed.

“If your No 1 value is X – why do you do Y?
“If that’s your No 1 value – why are you doing that?

The ClueTrain Manifesto : “Markets are conversations” is highly recommended

Paul & Roger would like you to contact them via BusinessJazz.net

Our ABOUT US page

Important Note:
Big thanks to Jane Boyd in Vancouver for contacting us about our “About Us” Page: she pointed out that it’s out of date.

Sometimes you really do screw up – even when your heart is in the right space.

Please tell someone about Business Jazz Podcast.

____________________

How to manage change properly


___________
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

________________
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

_______________________
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

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

Brilliant customer service leads to profits through loyalty

___________
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
____________

bj-s3-e7-artwork-finished

________________
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)

——————–
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 

_______________________
We spoke fondly of

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

________________________
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?

___________

For 36 minutes you’ll hear

Roger Overall & Paul O’Mahony shout

about loving your suppliers & staff

Topic

How can we win affection? 

browserexperience

________________

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)
    ___________________

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

We offer you our best advice 

  • Be generous
  • Be respectful
  • Be a cheerleader
    _______________________

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
    ________________________

Be vulnerable & practise empathy

 

_______________

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

__________________________

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)

_________________

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

___________________

Let’s work together – fondly

@rogeroverall

@omaniblog

@bizjazzpodcast