HAAGEN DAZS, MAGNUM or DIRTY ICE CREAM

PRICEY?
Häagen-Dazs is closing shop in the Philippines. They used to have a branch here in Alabang Town Center. I may have bought once or twice, but I can't really remember when. I can't deny though, it's always a treat when your friends bring Haagen Dazs to parties. (Mas masarap 'pag libre!)

After 12 years of operation, Häagen-Dazs probably decided to cut their losses. They found Manila to be a "challenging business environment", according to a company statement.

Too pricey? Maybe. Or maybe it's not really about the price. For the same amount of money, you'll see people copiously buy a Frappuccino in Starbucks or a Smoothie in Jamba Juice; and these businesses are doing remarkably well! (Sometimes, the competition is not necessarily the same product)

THE INTERESTING

Recently, RFM launched Magnum, a premium ice cream. It was interesting enough to create a buzz, an impression, or to get the early adopters curious. Even though it's twice the price of (my favorite) Cornetto Java, that didn't stop Magnum from becoming a bestseller. 

What do people really want? 

Yes, they want something new, but they want more than that... they want something interesting. Interesting enough to tweet. Interesting enough for your friends to debate on Facebook. Interesting enough for them to 'forget the price' and to give it a try. 

With Magnum, RFM has increased its profits by 40% (240M) for the first 5 months of 2012.  [source]

THE NOVELTY

The Sorbetero Ice Cream is a novelty. It has become a part of our culture. The mere sound of the Mamang Sortbero's bell brings back childhood memories. It compels you to tell your side of the story. 

For 'The Novelty', it's not so much about the commercial success or how big the business is. It's about making that meaningful connection. (Side note: Remember Hap Chan in Malate when it was still a novelty?)

The Takeaway: For your business, pick one or two ...

1. Keep it fresh.

2. Keep it interesting.

3. Keep it a novelty.

* * *

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CUSTOMER SERVICE is EVERYONE'S JOB

The management of a big corporation invited us to give a presentation in their office. 

When we entered their building, the guards demanded for our IDs and pointed to us the location of the office in a rude manner. They failed to address us properly, didn't even look at us in the eye, and used their sticks to tap the table, saying "put your IDs here."

They treated everyone who entered the building this way, as if they were the bosses. 

We met the management team and found them all to be courteous and kind. They welcomed us like VIPs.

Here's the funny part, when we asked them about their training needs, the first thing they said was, "Customer Service!" 

Customer Service is everyone's job. 

Whether it's the people in the frontline (guards, attendants, delivery) or the people in the backroom, (accounting, clerks, cooks, designers, maintenance crew) they all have a contribution to customer satisfaction. 

Each person represents the company – possesing the power to "make or break" the company's reputation or brand.  

In your organization, make it everyone's job to make your customers happy.

*If you find this blog helpful, please Like, Tweet or Share it too! 

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SELL WITHOUT SELLING

Recently, my partners and I started a new training firm. (We help organizations improve their productivity, bring out their creativity and increase their sales)

Every Friday, we grab some donuts and coffee and discuss ways on how we can run our business effectively. 

One of our recent topics was the implementation of our 'Sales calls'.

We've agreed on one main thing – We need to sell 'without really selling'.

Here's what we came up with:

1. Focus on helping people rather than just closing the sale.

You don't want an aggressive or pushy salesman. Somehow, we need to show you (our clients) that we are here to help you – and that we're in it for the long-haul. We know you're smart! – You'll know if someone is just after your business.

This is challenging, but it's the right thing to do for our customers. 

2. Respect and value the time of our prospective clients.

How we present our services will show how much we care. A long presentation isn't always better. Our sales call will need to be short, sweet and enriching. We need to design it really well. 

[Tip : a superior 1-hour presentation will take at least 30 hours to design]

3. Be generous.

The "old marketing" was about taking from people. But we believe that being generous will pay better – It has always been better to give than to receive. 

That's why instead of selling to you right now, we've decided to give first. It may be a free book, a complimentary seat in a seminar, or a preview session – we believe that if we remain generous – sooner or later – it will pay off. (in direct or indirect ways)

In today's economy, organizations who are willing to give freely – will thrive.

4. We need to differentiate our promise. 

At the end of the conversation, the question remains... 

"Why hire us?" 

That's what we intend to answer! 

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IN THE BUSINESS OF BRINGING OUT THE BEST IN PEOPLE...

Putting up a business is exciting. One of the keys to success is to find something you can do that help others in a big way.

Entrepreneurship is rarely about what you can get as an entrepreneur. The rewards pour in when you see others benefit from what you give or deliver.

After 15 years in business, several talks and consulting work around the country, it is my privilege to partner with Ryan Peralta and Bob Barcebal.  

Ryan is the founder of Drumstart, the only certified drum circle facilitator/trainer in the country, and currently the drummer of Rivermaya. While Bob is a dynamic sales coach, facilitator of the 'Pinoy Sales Champ' workshop, and maybe the only person left on earth who think 'sales' is fun!

Together, we form SPARK CONSULTANCY. A training/learning firm geared to improve productivity, inspire creativity and help you increase sales.

*Official Website coming soon. For now, you may get in touch with my (self-proclaimed) good looking business partner…  

Bob Barcebal

Email: sparktrainingph@gmail.com 

Mobile: 0926–7242109 

Landline: 9046371

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Lessons from Kodak, Beepers and Continuous Change

Using the Easy Call paging service wasn't as easy as you would think. Telling an operator to say sorry for you is humiliating. (Dyahe!) Not only that it is hard to dictate an apology to someone you don’t know, the agent seems to always take on a sleepy (bedroom) voice every time you call.

Operator: Easy call Pager Number 141-14344. Your name please? (male bedroom voice)

You: Jhun.

Operator: Is that Juliet, Uniform, November? (confirming)

You: No, Ju-hun, with an 'H'.

Operator: Message please.

You: Ummmm... I'm sorry na...

Operator: [typing sound] Is there anything else?

You: Ummm...Yes. Umm... I won't do it again? (hesitant, but you continue anyway) Ikaw kasi eh, kung di mo lang ginawa yun...

After dictating your insincere apology, you still end up with the four words you should've said, “Please call me now” or "Turn on your cellphone, I will call you." (During that era, to conserve the 2-hour battery life of cell phones, people only turn it on when someone beeped them.)

In the mid-90s, Globe introduced a better way to communicate – via text messages. (Post star-tac era) The idea that you can send messages without calling an operator was a big relief.

Today, try to design a beeper with state-of-the-art features, sell it at the cheapest price possible, then add extra functionality, still, no one will buy it.

It's simply obsolete.

Somehow, there's a tendency for us to think that if we offer something that's cheaper, bigger, better or with more features of the same-old-boring-product, we will succeed. (Big–Sameness)

Take Kodak for example. They filed their bankruptcy just today. (1/20/12) Even though they were an early pioneer of digital photography, (they had the patents and expertise) they chose to hold on (too long) to their film business. (old success) Obviously, that didn't do them well.  

To succeed in business today requires : 

1. The willingness to let go of what worked yesterday.

2. The ability to make quick decisions.

3. The courage to embrace change. 

Get rid of the old ideas that you've heard from your non-practicing professors. 

The world has changed. 

Keep your core values and principles, but when it comes to doing things, consider new ways. Adapt to new technologies. Better yet, create it. 

Don't wait for your competitor to come up with a category-killer. Instead, make your own product obsolete by building the next big thing.

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Philippine Airlines Safety Video - That's how you communicate.

   
Finally.

After flying so many times in different airlines, I'm so glad that somebody thought of improving the way how 'Safety Instructions' were communicated.

I had fun watching it.  (I'm usually bored-on-board)

Ambient Media - awesome job.

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BEST NIKE AD I'VE SEEN!

This is so far THE BEST Nike Ad i've seen! Enjoy!

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