I was at an event recently where one business speaker asserted that there were four words you should never tell a customer: “I can’t do that.” And he had some very good reasons for this assertion:
Your competitors love it when you tell a customer, “I can’t do that.”
It’s music to their ears.
When you tell a customer, “I can’t do that,” you’re giving them an excuse to look elsewhere, and you’re opening a window of ...Continue Reading →
I recently read a wonderful book called Marketing Lessons from the Grateful Dead by David Meerman Scott and Brian Halligan. Since I’d written a book extolling the business virtues of the Beatles, I was curious to see how these two iconic bands stacked up in the world of corporate smarts. In some areas ...Continue Reading →
How much time are you wasting trying to solve problems that could simply be eliminated?
I once spent nearly an entire summer trying to solve a problem. But when I finally came around to eliminating the problem instead, the “solution” seemed so simple! Here’s what happened.
I was the producer of a sketch comedy TV show in Seattle called Almost Live! We were a one-hour show, airing Sundays at 6pm (a terrible time for sketch comedy, by the way). In addition to ...Continue Reading →
I just got off the phone with a colleague who was complaining (whining, really) about the fact that nobody seemed to have any money to hire him. It’s the economy, of course. A few years ago, people had money, and he was being hired. Now, it’s dried up. Damn this economy!
To a certain extent, he’s right—things were easier a few years ago. But he was wrong when he said that nobody has any money. Because here’s the truth:
There’s always money ...Continue Reading →
I attended a workshop yesterday at my local Mac store, and the conversation turned to iPhones. This was pretty inevitable, because we were surrounded by the bloody things; still, it turned out that one attendee, whom I’ll call Cheswick because it’s a funny name, had not yet made the switch. He fully intended to, but said, “I guess I just haven’t reached my pain point with my current provider yet.”
I’ve been thinking about that, and it occurs to me that ...Continue Reading →
I guess I’m getting a new roof. I don’t want to get a new roof, but I guess I’m getting one. I mean, I know I’ve needed a new roof. My neighborhood, and therefore my house, is 20 years old, and most of my neighbors have already replaced their roofs. I’ve been holding out because I’d rather spend my money on candy and ice cream. Still, in the past two or three years I’ve received dozens, possibly hundreds, of flyers ...Continue Reading →