I've just spent a few days in Hobart, Tasmania - my home town - and attended a fundraising cocktail party as well as a family wedding.
I flew out tonight headed for Sydney. It was to be a 1/2 hour stop, then take the flight home. About 45 minutes out of Sydney a storm hit and a ton of planes were forced into a holding pattern.
We were running out of fuel so turned back to the nearest big airport (Melbourne) to refuel.
We refueled and were soon on our way.
But we got into Sydney so late, and the backlog was so big, that all the people on the plane missed connecting flights.
The Pilot Walks Past
We're standing there in the airport waiting for hotel rooms (where I'm writing this from) to be booked when the pilot walks past me.
A guy standing near me screams at him:
"Why don't you check the fuel gauge........ you idiot!"
Mmmmm, not sure if blaming the pilot for not crashing the jet really makes a lot of sense?!
Get rid of any client who is a jerk. Sure, it sounds harsh. But do it anyway.
We don't have any clients who are jerks anymore (and yes, I'm sure we've been jerks to some of our clients in the past).
here's what happens:
You work hard to build your business
You struggle along
You need cashflow
You take on every client you can get
Some clients are jerks and, without you really seeing it, they suck the energy, vitality and profit from your business
You're so busy dealing with these bad clients that you ignore your great ones
Good & Decent People Make Good & Decent Clients
1. A client we've done just a little work for booked a table for $1,000 at my son Jack's charity dinner to celebrate his across Australia bike ride (I hope organising a celebration dinner before you tackle one of the toughest physical challenges in the country doesn't put the mockers on you!)
2. I called another client after we managed to wipe all of his files and email correspondence to ask if he had any idea how much iIwas meant to invoice him. I had an idea it was $500.
2 hours later he'd searched his files and sent them through - he owes $1,500. No complaints, no problems, no hassle.
3. Pete is another client who we've done just a bit of work for over the years - he rang me up today and donated a $350 bit of equipment to help out the ride because he thought we could benefit from it.
4. Another mate called Pete (must be in the name), who hasn't been a client for 4 years, yesterday gave me 3 nights accommodation at his luxury resort for a guy coming up as our guest to the charity dinner. I didn't even ask - he just offered.
These are the sort of clients you want.
These are the guys and gals who will truly help your business succeed.
These are the people you want to do business with.
Business is bloody tough and you often need every last cent to survive. If you can very slowly move away from needing every client to being just a bit choosy who you work with, then your business will be better, bigger and happier.
Cheers
Brendon
P.S: Jack and I have made a rule for after we finish off the across Australia bike ride. We're not allowed to say to anyone "We rode across Australia on bikes."
It's our No Jerk rule.
A friend has argued that's not fair because Jack will want to impress girls and should be allowed to bring out the big guns to increase his chances of getting a smooch!
Fair enough I guess. But then I figured he could just do what I did to get girlfriends when I was his age...........beg. ;o)
I checked out quite a few cycling jersey manufacturers and designers and kept coming back to Cannibal not only because their quality is fantastic (their knicks and jerseys are brilliantly made, comfortable and durable), but because of the pure enthusiasm and care of Glenn and the team.
It's funny you know - when the person providing you a service or product is excited about what you're doing and how they can help it really makes a difference.
The Cannibal guys obviously love their work and have been fantastic supporters of the ride, not only with the best cycling jerseys and knicks design (see above) but with support with some other aspects.
I was talking with Glenn yesterday and we were chatting about the winds we'll encounter coming across the Australian desert.
"Take These Vests - They'll Keep You Warmer & Safer"
Minutes later he was loading me up with some brilliant wind vests in a bright yellow so it would not only keep the wind chill down, but also increase our visibility to traffic - all as a donation to help us out.
That's the sort of care and attention to detail that has made Cannibal Australia's best cycling gear company.
I've just interviewed a guy who had purchased a $500 product off one of my clients. I asked him why he chose her product and not someone else's.
He said it was because she answered his email so quickly and seemed so enthusiastic about her product. I've written before about a client who has a business in a niche we do a lot of work in.
This client has double (or more) the conversion rate of leads to sales. The only thing different thing she does to her competitors is she responds to the email enquiries within minutes rather than hours or days.
Speed Matters
Speed matters because it reduces the perceived sense or risk in dealing with you and it also gives you an opportunity to make your pitch whilst the prospect is hot and ready to buy.
As we've seen in the Olympics, you're far more likely to win if you come first. ;o)
Tell your favourite star what to say in a personalised video message.
A personalized celebrity video message
Authentic autographed memorabilia
Plus, a free video download that captures and confirms all the action
A Site I Think Has Potential......But I'm A Bit Uneasy About
The other smart new site is AirBed & Breakfast a start up that matches you up with cheap accommodation.
How it works is simple.
"Nice folks, folks like you, list their guest rooms, futons, and even couches on the site and set a price per night.
Adventurous travelers looking for a place to stay can search the listings for an accommodation that's just right. When they find a match, guests can book your room via credit card.
You receive a notification to check out their profile, and decide if the guest is appropriate for your pad."
It will be avoiding the crackheads and thieves that's the hard bit. Because for $60 or whatever a night I'm sure they'll love access to your place.
I’ve always found Best of the Web to be one of the better online directories, for everything from entertainment and the arts to education, news, and more. They’ve just announced a local search feature for US-based businesses.
It’s a free service, and integrates seamlessly with Google Maps - go list if you have a business in the US.
A quick shout out to Keith and John at Gold Coast Laminating Specialists for doing up some brilliant signage, bumper stickers and dinner invitations for our ride.
When I spoke to the Kingscliff TAFE students earlier this week, I strongly suggested that they control their brand as much as possible.
The brand in this case being themselves.
That is, when a prospective employer or client checks you out via an online search, you want to ensure they only find good stuff.
These days your online profile is extremely important. If you upload lewd photos to your Facebook profile, then you're not protecting your brand so well.
Jamie noticed the stamp and mentioned it was a nice touch.
I do stuff like that for 2 main reasons:
it makes sense
I know the impact that subliminal stuff like that can have
The other reason is that sometimes (not very often) people notice and appreciate the nice touch. Little things can make a difference in building your brand.
Yes, we know that legally you'll probably be able to squirm your way out of paying.
Yes, we know that your insurance company is advising you.
Pay the bloke you idiots. Have a bit of decency. Crack open the piggy bank.
It's got nothing to do with marketing or business or profits.
It's got to do with doing the right thing.
But from a marketing perspective it's a gimme to pay the guy. But I'd guess your reputation has already been damaged beyond the value of that $2,000 so you may as well just suck it up.
As a marketing guy it's fascinating to see the process of how a musician gets their music onto the soundtrack of a movie.
The artist and their label must love the incredible exposure that a popular movie brings.
As a guy who likes to listen to nice music, I'm appreciative.
Kimya Dawson is an artist I heard of the first time about 2 hours ago.
Laura, my daughter, told me I just had to listen to Loose Lips (below) because it's brilliant....... and it is.
Kimya just has a wonderful way of singing and bringing joy to the music, without the need for a million technicians to smooth the sound out.
Thanks to Kimya, thanks to the makers of Juno and thanks to the sensational Laura Sinclair for pointing dopes like me who don't know much about music in the right direction.
"World's Best Guest Speaker" - You Bet Your Sweet Ass I Am!
Look, you know me. And you know I'm good. Real good.
Well, if that's what you think you're not on your own!
You see, today I spoke at the Kingscliff TAFE to web design students.
(And may I say, they are without question the best looking group of people I've ever spoken to!
I thought I'd stumbled into the Playboy Mansion! Wow!)
Anyway, back to me. ;o)
Urshula, who asked me to speak, just commented and said "Thanks Brendon you are now our official "Worlds best guest speaker". "
She's a very perceptive woman that Urshula!
Be Different, Get Attention One of the things I spoke about (other than crap on how great I am) was that you have to be different to get the attention of your market. That's when people notice you.
I thought of a wonderful example that happened at the end of the speech which really demonstrated what I was trying to say. It went like this:
Me: "Okay, I have a great pair of ugg boots here as a prize. The winner with the answer gets the prize. What's my wife's name?"
Lots of people: "Mel."
One of the ladies in the audience kind of put her hand up and said "Mel". She was the one I noticed because she did something different to everyone else.
After the speech I had a radio interview on ABC Radio. Luckily Jo had done my research before me knowing I'd be running late (bless her heart), so I didn't sound like a complete doofus!
So it's been a bit of a talk fest this afternoon.
I've just come home to find my 17 yo daughter has loaded the wonderful soundtrack from Juno onto my iPod and told me to sit down, listen and enjoy.
If only she had the good sense to also place a beer in my hand life would have been perfect. :o(
I go for treatment on my back at once, sometimes twice a week.
Usually a lady named Claire works on me.
Claire, bless her heart, takes her job very seriously and, it must be said, hates me. She hates me with a passion.
I must have run over her favourite pet with my car or something. I'm not sure.
But whatever it is, Claire holds a grudge!
Slams Me With Her Elbow
You see, as soon as I lay face down on the table, Claire launches herself from (I presume) the ceiling to slam into me with her elbow like she's a WWF champion!
She then forces her elbow in through my skin until it comes out (or feels like it does) the other side of my body.
The incredible pain she inflicts on me in the name of therapy is often accompanied by a cheerful:
"Do you want a tissue?" or
"You're not exactly the bravest of men are you?"
Man, she can deliver some pain. Physical, verbal, you name it, she's got it covered.
My Living Hell
Amazingly, her torture sessions - or as I like to call them: My Living Hell -seem to work just great at freeing my back up.
Today I went to see Claire and (I was so pleased!) she was away. ohhhhh, so sad!
Probably mixing up her witches' brew!
Another Therapist (Jackie) worked on.
Jackie didn't give me half as much pain as Claire.
I didn't scream out in agony once.
I did not shed a tear!
As I left I wondered if Jackie is as good as Claire.
You see, I've started to equate a really painful session with good treatment. And a not so painful session as not so good.
If It Hurts It Must Be Good
How crazy is that! If it hurts it must be good??
Mmmmm, I don't think so.
We all judge services/products/people/whatever differently.
We don't always judge on things that have any relevance to what we're reviewing.
Mel, also goes to Claire and Jackie for treatment. I asked her who she thought was best.
"Claire's The Best!"
She gave a very definite "Claire!"
Wow. Maybe Claire is really the best.......but then I asked Mel why she thought that.
"Well, last time I was there, Claire told me she thought I'd lost weight."
Not wanting to be sexist or anything ;o), but only from a woman.
Don't assume people will judge your product or service on any relevant criteria. But see if you can find out just what they do assess you on.
Then market that.
Cheers
Brendon "I Hope Claire Doesn't Read This Because I'm More Than A Little Scared Of Her" Sinclair
Well, here in Australia if you're cycling along a country road you have to keep an eye out for kangaroos standing on the side of the road, then hopping across just in front of you as you're doing 50 km/hr on a bike!
This is from Jack's bike ride we videoed the other day. You'll see the kangaroo make his dash from the right about 8 seconds in.
Funtastic Holidays - Holiday Scams Or Not? You Decide
Want a funtastic holiday? Yep, funtastic! Not only fantastic but fun too!
Add them together and you get a funtastic holiday.
Funtastic Holidays - Don't Mess With My Mum!
This is a lesson me and my 4 brothers learnt many years ago. Don't mess with our mum. You'll end up with very sore back of the legs!
Sure, she might not still have that wooden spoon but she gets mighty grumpy when things go bad.
My mum told me the story of your dealings with her and my advice to you is run for your bedroom and hide under the bed! Don't come out until things cool down.
Anyway, here's the story.
My old mum Betty got a call from Funtastic Holidays up here in Queensland offering low, low prices on flights.
Just $99 for a flight to Queensland from Hobart and return. My old mum thought that sounded good so, after much stressing (she's a pensioner and can't afford to lose $99), bought tickets from Funtastic Holidays!
Excellent! Or so you'd think.
You see, later on it emerges that they contact my old mum to ask where she'd like to book the 7 nights accommodation.
"But I Don't Need To Book A Resort"
"Wait," says my old mum!
"I don't want to book anywhere. I'll be staying with my son - I don't need accommodation."
Mmmmmmm. "Well," say Funtastic Holidays, "Part of the deal for the cheap tickets is you have to book at one of our 'partner' resorts for 7 nights."
"You didn't tell me that," cries Betty and the fun begins!
A Miscommunication?
I thought maybe it was just a miscommunication between them and my mum. But I dug a little deeper and this is what I found:
My mum thinks they must have some sort of process so that's what she does. She's trusting my old mum!
"The refund is coming. " But it never does.
My mum rings and rings and rings. But the phone always seems to be engaged.
Finally she gets through.
The sympathetic ear on the other end explains that whoever was responsible for her refund was away.
It will be processed. Nothing arrives.
More calls.
Lots of promises of a refund.
Apparently now it's off to an insurance company
Not quite sure what it's got to do with an insurance company??
But then again, the letter to management, the calls, the fobbing off, etc might all be seen by some as a way to simply exhaust the complainer so they go away.
That wouldn't be their tactic would it? Funtastic Calling Today
Anyway, Funtastic Holidays were, of course, definitely going to call today or have the refund money in the account today.
That call/money never came. Wow!
So thought I'd just write this blog post to say hi to my mum and mention a customer service story.
Gee, I wonder if this post about Funtastic Holidays will get ranked in Google and maybe even be read by people checking them out?
One of the most entertaining sites I've seen and just makes me want to go sailing - except I can't actually sail and would almost certainly drown within the day.
Be warned - you'll spend hours reading and looking at the photos.
Good news here in the Tailored camp with a mum fairly bursting with pride (and a dad too!) with today's main newspaper here in Queensland featuring an article on our son Jack and the fact that he's been nominated for a Pride of Australia award.
From the web site: The prideofaustralia™ medal honours everyday Australians who do extraordinary things in our communities.
(I'm not saying Jack's a media hog or anything, but there's been 1 of about 10 media articles that have included me in the photo!)
I've had a few people ask me for a training update for the ride across Australia my son Jack and I are doing in 5 weeks.
All going great. We're cycling anywhere between 50-100km most days. Some days hills, some days nice and flat.
Mel and I came home today to find a note from Jack that he'd gone for a ride (which he often does by himself). We zipped out and caught him on a nice climb he does when he only has an hour or so.
Here's the elevation profile (towards the end of the video you get a good sense of just how steep the climb is):
I have to keep reminding myself that Jack's only 15.
I have no idea where he gets the discipline, perseverance and grit that he's displayed for the past 9 months of training.
When I was his age my biggest form of exercise was getting dressed.
7 years ago Mel and I employed our very first employee, a young lass named Joanne.
One day we met her tall, dopey looking boyfriend Chris.
Sure, we were never quite sure why Jo was attracted to Chris. I always assumed he must have been a billionaire!
But apparently I was wrong. They we're in L.O.V.E!
Whisked Off To London
Chris whisked Jo off to London for 3 years and they've recently returned.
Jo with more knowledge and skill with Google Adsense than anyone I've ever seen (comes when you deal with multi-million pound accounts) and Chris with a keen desire to start his own personal training business here on the Gold Coast.
Yep, free link love for Chris - that's his wedding gift!
Jo started back with us in a display that indicates she has a terrible memory in terms of remembering what a terrible boss I am.
Anyway, The Love Remained...
Jo and Chris sitting in a tree, k.i.s.s.i.n.g............. First comes love, then comes ..............................
Yep........................marriage.
And so it has come to pass. Tomorrow afternoon the wonderful Jo will be marrying her knight in shiny armour (or more likely a suit) Mr Chris van Hoof.
Congratulations to the happy couple and may their married days be full of love, joy and happiness.
** Winner Web Design Library - Best Book of the Web Industry 2004 **
The Web Design Business Kit is a compilation of everything Brendon has ever done and every document he has ever used to build and grow his business!
It contains two huge ring-bound folders with over 700 letter size (8.5x11) pages, plus a CD-ROM which has everything you need to build a thriving Web Design Business...
To find out more about The Web Design Business Kit click here
