Seth Godin, probably one of the greatest marketing minds of a new era is usually “spot on” in about everything he offers up – at least I believe he is. If you haven’t seen his blog, you have to check it out and follow him for a few weeks to get a feel for how he writes and his views. He is direct, honest and in your face with his views and opinions – what a good blogger should do, right?
With that in mind, I had to comment on a couple of his most recent entries. Why? Because I really liked where he was coming from and because I think he left a couple of things out along the way. Let me explain.
On January 23rd, he wrote in his blog the following:
Call your customers. Or write to them.
“I know that times might be tough for you. Is there anything I can do to pitch in and help?”
You’ll end up doing a lot for your customers. Which is a wonderful privilege. Even for those that don’t reciprocate.
Seth, couldn’t agree more – almost. I absolutely positively agree, as a customer experience evangelist, that you should be doing everything at this point in time to be communicating with your customers/clients. BUT, rather than just leave it open ended of asking how you can help, be direct. Ask your customers, “How can I help you be more successful in your business today?” Now THAT will get their attention and elicit some responses that may offer you more specific ways you could help. This usually is followed by questions and discussion – which is what your goal should be anyway. The goal is to help “brainstorm” new ideas and new ways of thinking about the current environment we are in. What you usually won’t get is “cut your prices” – that is what they will tell your competitors that didn’t ask the question. Seth had the right idea for sure, just needed to push it a little further along.
Seth also wrote on January 22nd, the following:
The five pillars of success
- See (really see) what’s possible
- Know specifically what you want to achieve
- Make good decisions
- Understand the tactics to get things done and to change minds
- Earn the trust and respect of the people around you
It sure seems like we spend all our time on #4.
Again, couldn’t agree more – almost. I would suggest another one – say 4.5 in the list. I would suggest adding, “Keep your Promises – not matter what.” Everything on the list is correct but it won’t lead to trust and loyalty and respect. Keeping your promises, over and over and over and over again will do that. So again, love the list – just with one minor addition.
Thanks Seth – once again you are on target with relevant topics. Keep them coming. In the meantime, I hope you all have an awesome day!