James Komenda January 30th 2019

James Komenda joins me on the mic on January 30th, 2019.  James is the owner of This Free Space. A co-working space designed for the solopreneur and startup community that wants to get away from their kitchen table, can’t sit in a coffee shop all day long and not ready for the WeWork’s of the world.  He combines community, engagement and lower cost working space utilizing space that is not used normally during office hours.

CLICK HERE TO LISTEN ON IHEART RADIO

AUDIENCE QUESTIONS:

How can people give both good customer service and customer experience?

You can give your customers both great service and experience by innovating from the customer backward.   By understanding what their needs, wants and desires are and what problems they are having, and then solving them.  Nothing beat asking a customer how you can help them and then drilling down to talk about specifics.

But Walmart is doing well in business. How do they keep going?

Walmart has changed their marketing and brand position over the years. They are now more focused on providing you a one-stop shopping experience at a reasonable price that always being the cheapest price in the market.  Yes, price is a differentiator for them, however, it is not their only differentiator.  They work hard to be able to provide an experience where people want to come shop with them both online and in person.  They want their customers to think of them for a wide variety of items, therefore making them a place to get all your shopping done in one place simply and easily.

What is the best way to face challenges?

Head on! By trying to avoid or ignore issues, they get larger, less manageable and small issues become large quite quickly. Own the issue, talk to the people involved and figure out quickly how you can make things right.  Saying sorry does not mean you are 100% at fault, it just means that you care and that you are willing to work to make things better.

What was that company?

WeWork

Can you buy into the WeWork franchise?

Here is an answer from Quora. ..  the short answer is NO:-)

So you took the things they said and fixed it?

Yes, James looked at where the stress points were both for the customers he wished to served and the restauranteurs and devised a solution that helped them both be more efficient and productive.  A win-win, which is what everyone is aiming for in business.

Karin Tischler – January 9th, 2019

Karin Tishler from Emily’s Path joins me on the air January 9, 2019, to talk about Returnships and how to bring people who have been out of the workforce, raising a family, for a number of years back into the workforce successfully and productively.

You can contact karintischler@emilyspath.ca and look at the work of https://www.irelaunch.com/ mentioned in the broadcast

Click on the image below to be taken to IHEART RADIO to listen

The biggest question that came out of this is, does this work.

Does bringing women who have been out of the workforce for a number of years, back to positions of responsibility work?

The answer is when done correctly, YES!

These women are far more motivated to succeed within the positions they are in, work more diligently, are more loyal to companies and better champions of the brand.

The trick is supporting their re-entry in a way that allows them to be successful and integrate fully.

It takes planning, communication, re-training of some technical skills, and support, but these employees will be there much longer and provide a much higher ROI in the long term when the right processes are in place.

Pat West – January 2nd, 2019

It was a pleasure having Pat West of Hedgequote as my guest on the January 2nd, 2019 show.

We talked about how he has developed a concierge service for the insurance industry to help people reach the right agent for their specific needs.

Pat works to make sure that the people he connects you to are knowledgeable about your industry, professional and geographically convenient.  He takes the time to vet all of his agents to make sure that the people he connects you with provide you with the knowledge and experience you need.

Click on the image below to be taken to IHEART Radio and listen to our discussion.

During the show, people asked a series of questions that I thought I would take the time to answer here:

#1   Lots of people talk about all of this brand stuff. Is this all new or was it called something else beforehand?

Branding is nothing new.  It has been around for hundreds, if not thousands of years. Branding is in essence what people think and say about you when you are not in the room. It is what you as a person or you as a business stand for. What you believe and what you are known for.  Your brand tells a story about why people should care about you and why they should want to engage with you.

Now a logo (the image attached to a brand) is just a placeholder. It is a reminder of the brand used for reach and recall. Keeping the logo consistent provides a constant reminder of the brand and what it is about.  Think of the Nike “Swoosh’ or MacDonald’s “Golden Arches”.  Neither the swoosh or the arches are the brand but they remind you that Nike is about striving for excellence and that the arches are about value-based meals served consistently and at a fair price worldwide.

Those are the pillars that those companies stand on and are their brands.

#2 What do they mean when saying vetting?

Vetting is the process of making sure something is what others say it is.  It is verifying that what is being said is true and accurate.

#3  So we need to ask why it cost the price?

Yes, in reference to the interview, you should always ask why something costs what it costs to determine if you are getting fair value for product or services rendered.  People should be able to tell you why something is more expensive and it is up to you to determine if you find that reason valuable enough to pay extra for it.

For instance, when I provide consulting, workshops and keynote addresses, I am never the cheapest.  People can always find someone who will provide services at a lower cost than me.  However, those people probably do not have the years of experience or range of knowledge that I have.  They may deliver a canned presentation that has little to do with the actual needs of your people, while I take the time to interview people ahead of time, understand needs and objectives and then develop custom content that is relevant and gives those receiving it the tools they need to succeed.

It is not about price, it is about value perceived by those consuming the product or service that ultimately matters.  Are you being taken care of and is your problem being solved to your satisfaction?

#4   Does this work just for the insurance industry?

I am not exactly what “this” means in the context of the interview, but most skills and concepts that I discuss with my guests are transferable from industry to industry.  If whoever asked this would like to contact me directly at ben@yourbrandmarketing.com, I would be happy to discuss it further.

#5  How do you know if you have given people value?

Great question!  I personally know that I have given people value when they either refer me to other people or when they come back as clients over and over again.  A hearty thank you is always a good sign and people clapping at the end of my keynote does not hurt, but to really know that I have added value usually means that I have been referred to someone they know and like.