Everyone I know keeps telling me I need to say NO more... but I say YES more.

If you're like me, you approach business and life a little differently than others. 

For me, it's probably because I started out "slinging fish," which is what we called working at the Fish n' Chips shop when I was a teenager. Many people who started in the service industry understand work ethic and are used to taking a lot of crap.

Maybe it's my time pressure-selling electronics at commission-only shops for years before moving into technical support and eventually becoming an IT contractor for marketing organizations.

Your path was different but probably equally random.

But I can tell you this...

We've all had a pretty wide experience with customer service. 

A few years ago I had so many back-to-back terrible customer service experiences that I started writing a book about it.

It's called.

Start Saying Yes

Improving Customer Experience and Personal Opportunity Through Positive Messaging

and Chapter 1 is titled....

"Servers in Oregon Always Say No"

A phrase...

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I like odd things...

business standing out Oct 08, 2020

This conversation happened this morning at my house.

Me: Hey Kari! Have you ever heard of Dread Zepplin?

Kari: Um, no.

Me: ALEXA! Play Dread Zepplin! 

Kari: um...

Me: It's Led Zepplin songs played by a reggae band with Elvis singing!

For a small subset of the music scene in the 80s and 90s, Dread Zepplin captivated their audiences, playing more than 2000 shows.

There is even a documentary currently in production about the band.

This is the untold story of Dread Zeppelin, a pioneering band and pop-culture phenomenon that performed reggae versions of Led Zeppelin songs, sung by a 300 pound Elvis Presley impersonator. Conceived as a joke in late 80’s Pasadena, CA, their send-up of rock mythology and tabloid culture unexpectedly took the world by storm when this “ultimate tribute band” was signed to IRS Records.

Immediately endorsed by Robert Plant, audiences and critics alike were forced to question whether they were "one of...

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Who is the Hero?

Every time your potential customers visit your website they are telling themselves a story. It's a story where they are the "hero" and they are trying to overcome some kind of difficulty.

Our job in marketing is to take potential customers from a less desirable "before state" to a more desirable "after state."
- Business author Ryan Deiss.

The problem is there can only be one hero in a story, and the hero is your customer. If you are talking about yourself or your business and how great you are, you are making yourself the hero of the story.

This creates confusion and reduces your customer's desire to take action.

You are the Guide, Not the Hero

Most businesses talk about themselves and try to tell potential customers about how wonderful their business is.

And I get it.

You want them to know your product is great and you're a great company, but you can do that after you tell them how you can assist them in solving their problem.

People are continuously telling themselves a story in...

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Why You Do What You Do

Sometimes providing products or services can be a real drag.

For every group of wonderful customers you have, there's always the one who doesn't get it.

Maybe they have unreasonable expectations, maybe there was an unforeseen circumstance that made providing their services difficult, shipping issues... or maybe they're just an a-hole.

But I want you to remember, "Your Why," and if you don't have a well-articulated reason why you do what you do, this is how you create one.

Customers are customers for one reason and one reason only

They have a problem, you have a potential solution.

Another way to put it is this:

They have an unfavorable "before state" and want to be in a more favorable "after state."

Your job is to move them from before/unhappy to after/happier

When you provide a product or service, no matter how small a change you think that is, you are improving someone's life.

If your chocolates put a smile on a child's face, you help someone insure their car from damage or...

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Don’t Be A “Basic”… A Basic Business

It was the 80’s and the TV show Dynasty was all the rage.

Alexis Carrington was portrayed by Joan Collins and was the fashionable, powerful female character who was feared by women and pursued by men. She was the kind of character who got her way and settled personal scores at any cost.

The teacher in the class on day 1 of each class reads out attendance to ensure everyone is accounted for.

Jim — here.

Sandra — “I prefer Alexis” (ok)

Roger — here.

Janice — here.

Lisa — “You can call me Alexis” (um… ok)

Why were the girls in my school trying to emulate a TV character?

What’s a “Basic?”

Urban Dictionary defines the term “basic” as “someone devoid of defining characteristics that might make a person interesting, extraordinary, or just simply worth devoting time or...

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