Praise for a Faucet Maker

About a dozen years ago my spouse and I remodeled the kitchen in our condominium. We bought a beautiful Moen faucet for the sink and have been very happy with it until recently when the little rubber piece on top of the extensible spout that covers the stream vs. spray mode began to wear out. Still worked OK, of course, but it didn’t look “pretty” anymore. So I was tasked with solving this problem.

To the web I went for the Moen website. One click to get to kitchen faucets. Another click to browse by collection. A quick scroll to find the Extensa model number. Then to Replacement Parts for an excellent pictorial illustration of the faucet parts. But not down to the little grey gasket. Only to the whole spout. Hmm. Copy the spout part number from the illustration, paste it into the Part Number box and, viola, the $44.05 pullout spout is ready to be added to my cart for purchase.

Trouble is, though, I don’t need a whole new spout for $44.05. I only need a rubber gasket to replace the one that is worn on my otherwise perfectly good spout. So to the Contact Us tab for a phone number, which was toll free, and then a phone menu that was mercifully clear and short with only a few minutes wait for a human being to whom I described my situation.

The customer service rep asked me for the faucet model number, which I had written down. She asked me a couple of questions about the faucet, including the location of the logo and the color of the spout and then asked me for my name, address, zip code and email address. When I inquired as to why she needed this information to answer my question about whether or not I could buy just the gasket I was informed that she needed the information to ship me, without cost, a new spout since the gasket was not a user replaceable item and since the faucet is guaranteed for life. She then asked if delivery within 5-7 days was OK or if I needed it sooner, in which case I would have to pay for expedited shipping.

I was, frankly, blown away by this kind of warranty and this kind of service. She asked me if there was anything else she could do for me and told me that I’d receive an email confirming my order for the replacement spout. And that promised email was in my inbox before I even hung up the phone.

Why am I telling you this story? Because I think it’s high time we tell as many people as possible about good customer service as we usually tell people about bad customer service. You see the horror stories all over the Internet. Complaints about never being able to speak to a human being. Complaints about things failing one day after the warranty expires. Complaints about rude customer service representatives.

Don’t you tell as many people as possible about your unsatisfactory customer service experiences and maybe tell one or two, if you even tell anyone, about the good ones? How will the companies with bad customer service improve if we consumers don’t provide them with examples of what good customer service looks, sounds and feels like? We need to publicize the companies that do it right and, in my humble opinion, Moen gets a grade of “A+” for their policies, procedures and people.

In writing this article I went back to the Moen website and noticed their tagline: “Buy it for looks. Buy it for life.®” And I guess they really mean it based on the way they walked the talk with me. I know that if I ever have to buy another faucet, or recommend one to someone else, you can bet that a Moen product will be high on the list.

There may be other faucet makers who do as good a job as Moen. I just don’t have any personal experience on which to base an opinion pro or con so I can’t comment with any knowledge about them. But if I ever do have a good experience with another company like the one I had with Moen I promise to publicize it as well.

Do you have example of things you are especially pleased about? Or about outstanding customer service experiences? Please share them and ask others to do so as well. Thanks for reading.

Scoop.it

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July 18, 2013July 22, 2013

Ewwww! Gross!! — Marketing the Unmarketable

Ewwww! Gross!! – Marketing the Unmarketable

Karen Rice from Myrtle Beach, SC, posted the graphic you see to the left a few days ago. Here’s a snapshot of the conversation as a result of her post:

Jon Turino: Wrong question! Whose brand are you buying? Why? Strength? Softness? Economy? Some other reason? Get it together at http://jonturino.com/probiotic-infographic/ Enjoy!

Monday at 10:32pm, Kathleen O’Mara: I don’t want to know! LOL

Monday at 10:44pm, Kim Henson: I would have never thought of all that, Jon Turino. Guess that’s why you market and I write.

17 hours ago, Kim Henson: Me either, Kathleen O’Mara. Gross.

17 hours ago, Jon Turino: I wouldn’t want to be the marketer for this product either. But the people who are have come up with the bears who (1) shouldn’t use so much and (2) won’t end up with traces on their behinds, the “Enjoy the Go” campaign, using quarters to illustrate strength (with blue water), etc. Now let’s talk about probiotics and gluten free and how they can make your experience in the WC so much more enjoyable that you’ll sing and dance about it on national TV. For more of my “humor” get a copy of http://jonturino.com/packages-pricing/the-a-to-z-blog-book-jon-turino-on-amazon-and-kindle/ . There are 26 articles in it that we can chat about.

14 hours ago, Susan Baiden Chestnut: This one makes me go Hmmm!

9 hours ago, Kim Henson: Susan Baiden Chestnut, it makes me go Ewwww! Lol.

Thus I found the title for this post. And I got to thinking: What other products are really tough to market?

How about hemorrhoid creams?

How about medicines for adult rash?

There’s a new TV campaign for men who leak a little after peeing whose tagline is “Protect your manhood.”

And pads for women who might leak a little when they laugh too hard, or cough, or are having their periods have been on the market for years.

Then there are adult diapers for both sexes.

Have I missed anything yet?

These are not generally the kinds of products that people talk about at social gatherings or business networking meetings, folks! They are normally quietly discussed between close friends to whom one trusts a seemingly or potentially embarrassing secret while looking for advice. And, like toilet paper, each has its own features and benefits when it comes to solving the problem – relieving the pain – associated with the condition.

I don’t know how much money advertisers spend on promoting toilet paper but it’s in the multiple millions of dollars per year. As are the expenditures for the other products mentioned above and illustrated in this post.

So what’s my point?

My point is that while everybody buys these things, the ones that get bought most often are the ones that are marketed most successfully. Just because everyone needs it and uses it doesn’t mean that you can expect to sell it without marketing.

If it can’t be found by the consumer or if your brand for your bottom is not “top of mind” when the need to buy it arises then you simply won’t have a viable business.

So let’s give a “hat’s off” – or a “bottoms up” – to the very creative folks who find new ways to market the unmentionables. And please give me a call if you need help marketing your product or service.

As always, thanks for reading and please do make time to comment pro or con.

Scoop.it

July 17, 2013July 17, 2013

If I write it will they read it?

If a tree falls in the forest when no one is nearby does the falling tree make any noise?

If a tree falls in the forest is the man wrong anyway?

What is the difference between the sound of one tree falling and two trees falling?

How do you know?

Do you know because you were there, or do you think you know because someone told you about their experience either in person or through their writings?

If you don’t know someone who has experienced something then you are very likely to learn many lessons in hard and painful ways. Unless, or course, you can read about them, understand them and avoid the hard and painful experiences.

But to do that, of course, you must make a conscious effort to read and understand what others have written – preferably before you are faced with a situation where prior knowledge would be extremely helpful.

Have you read something recently that will help you gain knowledge and wisdom or will you take your chances on being wrong in a critical situation?

Only you can choose.

Scoop.it

July 11, 2013July 17, 2013

Horses, H2O and Humans

Horses, H₂O and Humans

It’s been a while since I’ve posted a rant in this space. I’ve been inspired by Alex at Heyo and Derek at Social Triggers and even my buddy Jake at Embark Marketing. So here goes.

Cowboys used to say that you could lead a horse to water but that you couldn’t make him drink any. So the horses that wouldn’t drink any died. Which reinforced the cowboys’ belief that horses offered water that they wouldn’t drink were really stupid and thus deserved to die.

If you were offered water, would you drink it? I don’t mean Evian or Nestle or some other fancy water that you pay far too much for. I mean good old-fashioned water say from a tap in your kitchen. Or, if you are old enough to remember doing it, from the front end of the garden hose, after letting the water run for a while, of course, so that it was nice and cold and didn’t taste like rubber?

You probably might answer those questions with reservations. It would probably have something to do with whether or not you were thirsty at the time, right? But what if you weren’t thirsty at the time and a few minutes later your water supply was cut off by some catastrophe? Would you last as long as you might if you had drunk the water even if you weren’t in desperate need of it at the time?

Knowledge is like that. You might not think you need it when it is offered. But when disaster or drought strikes, you surely could have used it after your refusal to drink from the cup when you didn’t think you needed it, couldn’t you? How do you know when a piece of knowledge, a piece of expertise, a piece of experience or some advice on avoiding a mistake will be a critical element in shaping your future and the future of whatever endeavors you are engaged in?

I’ve been offering my knowledge to you for well over a year now. Many of you have taken advantage of it, particularly the free stuff, including the website resources list, the calendar of events, my monthly newsletter and maybe even these blog posts. And I’m thankful that my efforts to provide value for you are appreciated at some level and that you are finding them useful.

I have to say, however, that sometimes my efforts to bring knowledge to you so that you will have it in your time of need seem to be unappreciated or ignored. Not always, but sometimes. I did The A to Z Blog Book. $24.95 on Amazon, now $9.95 on Kindle and $20 if you get one from me personally, autographed or not. Several hundred ordered it during the free promo period on Kindle. Two were kind enough to write reviews, and very nice ones at that.

I just did the Probiotic Marketing Infographic. OK, the name is funny because it is a take-off on the TV commercials touting prebiotics, probiotics and other “features” of yogurt. Clearly a borrowed interest kind of name, to which I don’t normally resort, but an infographic filled with tremendously valuable information on how best to market what you sell to the most likely prospects in the most effective way in any case.

I’ve been promoting these things heavily on Google+, Facebook and Linkedin. A few of you are drinking in the knowledge offerings, and many of you are complimenting them with “likes,” but not nearly enough of you to justify the effort that it takes to lead you to the water. It reminds me of the cartoon showing an Indian chief ignoring a Gattling gun salesman because he was too busy fighting a battle with bows and arrows. You’ve seen the cartoon. And you’ve thought: what an idiot. But have you looked at, let alone taken advantage of the knowledge offers in The A to Z Blog Book or the Probiotic Marketing Infographic? Not according to my Google analytics! So what does that make you?

How much is a good idea worth if it increases your sales, bumps up your profits or helps you stay in business? How much is being prepared in advance worth? I have bunches of stories about how a few ounces of prevention can save tons of time, effort, money and grief. But you have to make the effort and the investment in learning these prevention techniques before you need them if they are to be of use to you.

Please give some thought to these issues. Buy The A to Z Blog Book in one form or another. Order the Probiotic Marketing Infographic. They don’t cost very much. And they contain the kind of information you really need and won’t find anywhere else in this world. Or be like the horse that is led to water and refuses to drink. It is your choice, and I hope you choose to drink in this valuable knowledge before you succumb to the results of not doing so.

As always, thanks for reading and please do bombard me with comments pro and con.

Scoop.it

Image credit: <a href=’http://www.123rf.com/photo_13261383_skinny-cowboy-horse-drinks-water-from-a-bucket-vector-illustration.html’>vipdesignusa / 123RF Stock Photo</a>

June 24, 2013July 14, 2013

The Cost, Price and Payback for Helping Others

When someone asks you for your help with something do you do a cost/benefit analysis before deciding whether or not to respond positively to the request?

Do you try to figure out what kind of “price” you should charge for helping others, perhaps in exchange for some help you might need now, or to bank in order to ask for a favor sometime in the future?

Do you have a different set of criteria for helping others depending on their relationship with you or based on what kind of benefit you could get in return for your help?

Or do you just help whenever you can, however much you can and without regard to the nature or circumstances of the person in need of the help?

My father used to drill into my head the following: “Always help as many people as you can, in as many ways as you can, whenever you can. Because you never know when you might need some help and if you’ve never given any help it might be tough to find it when you need it most.”

And “If you help others you may never get back as much help as you’ve given. But if you hurt others that hurt will come back many times over when you can least afford it.” I think he was talking about bad good and bad karma before I know what those words meant. Sort of like “What goes around comes around.”

Zig Ziglar said “You can have anything in the world you want if you’ll just help enough other people get what they want.”

It takes far more muscular effort to frown than to smile. Do you know that a smile from you will almost always help someone else smile, and thus feel better? How much does it cost for you to smile versus to frown? Smiling is one of those “win-win” situations.

How much does it cost you to say “Thank you” when someone does something nice for you, even if it’s their job to do so? How much does it cost to say “I appreciate your help” to someone, even if their help was minimal but their intentions were good? How much does it cost to tell someone that they did a good job on something or, where appropriate, that they look especially handsome or beautiful at a particular time?

How much does it cost to click the Share button on your social media account when someone you know asks you to do so? Or to “+1” something on Google when you think it was OK or might be of interest to others even if it isn’t of much immediate interest to you? Or to re-tweet something where it might help someone with a project they are trying to promote?

I’m not proposing that all of us help everyone all of the time. That’s just not possible, except perhaps in special circumstances (e.g., where you have all the time and money in the world to give and having that richness hasn’t turned you selfish and immune to the feelings of others). But I am suggesting that helping whenever we can, without first trying to figure out a cost or price or quid pro quo, is a better way of living than the other way around.

I am privileged to have a lot of friends, both in the real world and on social media sites, who go out of their way to help others. They provide advice, they answer questions, they help organize in-person events and they volunteer to help in their communities. All without wondering whether or not they’re going to get paid for helping and without expecting some kind of payback.

I’m also not suggesting that you confuse helping with working. If you earn your living by providing commercial services, I wouldn’t expect you to provide detailed help and advice in your field of expertise for me without expecting me to pay for it. And I hope that you wouldn’t expect me to provide you with detailed marketing help and advice on your particular business issues without being paid for it.

But if you need a generic opinion, or a connection to someone, or some hints on what events might be beneficial for you, I’m happy to help – without charge – because it is something that I can do and am happy to do. I’m convinced that each of us individually and all of us together can make this world a better place just by helping each other whenever and however we can.

I hope you are one of them. And that the next time you are in a position to help someone that you do so – freely, willingly and with goodwill in your heart.

Thanks for reading. Your comments, as always, are very welcome. To read more of Jons’ thoughts and ideas, order The A to Z Blog Book from Amazon or Kindle. You’ll love it.

Scoop.it

March 4, 2013June 3, 2013

Time for a Commercial Break

I spent some time today putting together a set of small videos that I’d like to share with you. Some have to do with free offers – the website Event Calendar and the Marketing Strategy Development e-Book – and others have to do with asking you to spend some money with me.

The very inexpensive offers are The Piano Story and the Marketing Plan and Marketing Strategy Worksheets. Very inexpensive and very, very useful to you.

The more expensive offers have to do with the Instant Strategy Session and the Monthly Mentoring Mode. Certainly more costly but much more in depth and personalized service for you.

I’d love to do business with you and I hope you’ll both enjoy these short videos and respond to their calls for action. Because I could use the business and I’m betting that you could use the help! Just click the links above to visit the applicable pages and view the videos.

Thanks for reading – and watching. And please do let me know what other products and services that you would find useful.

December 17, 2012July 15, 2013

Smite Those Tactics!

Marketing tactics are insidious and prolific. They keep popping up on what seems like an almost daily basis. SEO. Content. Backlinks. Tracklinks. PPC. AdWords. Promoted posts. Featured items. Offers. Text messages. Mobile apps. Interactive cable TV. Webinars. Teleseminars. e-Books. On-demand presentations. Gadgets, widgets and plug-ins. And the list could easily go on. In fact it does go on!

Are you inundated by the latest “must have” tactics in your marketing strategy mix? If so, I suggest that you smite those tactics until you step back and take a broader view of your overall marketing strategy. Don’t succumb to the siren song of any new tactic until you figure out if it will do you some good.

To whom are you marketing? Are you in the B2B or B2C business? What are the demographics of your markets in terms of age, occupation, income and interests? What kinds of activities are your prospects interested in and how do they find out about them? Mightn’t that information provide some valuable insights to guide you in the selection of your messages and the media you use to deliver them?

Who buys the largest quantities of what you sell, and where can you find more of those kinds of customers? Are there uses for your products or services outside your existing customer base that could be exploited with new messaging? Would new media selection help your message go viral? Is going viral what you want? Can you support that level of activity?

The right hierarchy for your marketing strategy decisions is goals first, strategy second and tactics third. So if those tactics are distracting you or diluting your overall goal and strategy work then I suggest you smite them until it’s time to consider which of them you’ll actually want to implement to support your plans.

Comments, as always, are solicited and thanks for reading.

Scoop.it

December 4, 2012June 3, 2013

Elements of a Marketing Plan — 3

I’m going to continue posting the materials from my Udemy.com online course entitled The Marketing Plan Seminar in 2013 so that my followers can get a feel for the kind of work that I can do for them on a consulting basis. If you can’t wait for the installments to be posted you can order the complete course at http://udemy.com/The-Marketing-Plan-Seminar at any time. In the mean time, I hope you will enjoy each small installment and please do give me a call if doing so triggers something for you where I can be of help with an Instant Strategy Session or working with you longer term with the Monthly Mentoring Mode. Enjoy!

While we need to answer the first three questions on this slide, we really need to think about the fourth bullet — how will we convert leads to prospects to (new) customers and how will be both retain and convert new customers to repeat customers.

Elements of a Marketing Plan — 3

We’re really asking three questions here. Who are the real target markets we’re trying to reach, what messages that hopefully will resonate with these target markets are we trying to convey, and what is the best media to use to get those messages to those target markets in the best and most cost effective way.

Order the complete course today so that you’ll be ready for 2013 and won’t have to wait for the next twelve slides!

November 29, 2012December 14, 2012

How’s Your Scotoma Quotient?

If you aren’t familiar with the term, WebMD defines the scotoma as “An isolated area of varying size and shape, within the visual field, in which vision is absent or depressed.” And as “A blind spot in psychological awareness.” The first one discusses a physical manifestation while the second refers to a psychological manifestation. And that is the one I want to talk about.

The psychological scotoma is most often discussed in the context of cognitive dissonance — typically described as the feeling of discomfort when simultaneously holding two or more differing ideas, beliefs, values or emotional reactions. The phrase was coined by Leon Festinger in 1956 and published in his 1957 book called “A Theory of Cognitive Dissonance.” According to Festinger, people engage in a process he termed “dissonance reduction” which can be achieved in one of three ways: lowering the importance of one of the discordant factors, adding consonant elements, or changing one of the dissonant factors.

In plain English what is being said is this: If reality as you are experiencing it does not match the vision of reality that you are holding in your mind, you will feel disharmony. And your subconscious mind will do whatever it takes to resolve that disharmony by either changing or applying a scotoma (blind spot) to your currently held vision or causing you to do whatever is necessary to change your current reality into something that matches your currently held vision.

This theory, which is one of the most influential and extensively studied theories in social psychology, is the basis for a technique called visual image formation. Using this method you create picture in your mind of how things are when you have achieved your goals. The picture is created in the present tense and is supported by a connected emotional good feeling like lying on a beach or getting married (presuming that was a happy experience!). If your current reality doesn’t match this picture, your creative subconscious will help you do the things you need to make reality as it is match reality as you envision it.

There is a great book called The Magic of Believing, written by Claude M. Bristol and published in 1983, that goes into this theory in great practical rather than scientific detail and I highly recommend it to you. Because it also warns of the second way in which disharmony can be resolved: by altering your mental vision, typically with a scotoma. Your creative subconscious will resolve the disharmony,but you want that to happen by fixing your reality, not altering your vision. Or “patching” it with a scotoma to block out the uncomfortable or disharmonious feelings.

It helps sometimes to revisit your vision on a regular basis to make sure that certain parts of it haven’t been papered over with scotomas that have reduced your energies toward making reality as it is match reality as it should be.

There’s a lot more to this story than will fit here and perhaps I’ll elaborate in a future post. In the meantime, please let me have your comments on this post. Thanks for reading and I hope this helps you identify and eliminate your scotomas.

Scoop.it

November 29, 2012December 14, 2012

The Marketing Plan Development Process Flow

I’m going to continue posting the materials from my Udemy.com online course entitled The Marketing Plan Seminar so that my followers can get a feel for the kind of work that I can do for them on a consulting basis. If you can’t wait for the installments to be posted you can order the complete course at http://udemy.com/The-Marketing-Plan-Seminar at any time. In the mean time, I hope you will enjoy each small installment and please do give me a call if doing so triggers something for you where I can be of help with an Instant Strategy Session or working with you longer term with the Monthly Mentoring Mode. Enjoy!

The Marketing Plan Development Process Flow

: This image goes with the accompanying video that is part of the online Marketing Plan Seminar. This is slide number 5.

This slide illustrates the seven major steps in developing your overall marketing plan. There may be intermediate or sub-steps required during plan development but these are the major ones. Have a good look and a good listen to this one. It is critical to your marketing planning success.

As you can see from the diagram, it’s important to consider both external input — from customers and market and competitive research — as well as your own internal constraints. But don’t let internal constraints alone limit your thinking. There may be ways around them that you’ll come up with as you develop your initial thoughts and plans.

Once the preliminary analysis is complete it is time to kick around the pros and cons of each idea and home in on the actual recommendations that will be implemented as tactics in your overall marketing plan. And don’t forget to include the mechanisms to periodically measure the results of your strategy so that you can continously adjust and fine-tune it based on what’s working and what’s not working as well as you’d planned.

Scoop.it