Pablo's Pen

To anyone’s measurement, Pablo Picasso was one of the most talented artists of all time. His complicated life mixed with inspired work continues to make him a fascinating subject to study and learn about. 

As legend has it, Pablo and a friend were having lunch one day and one of the other patrons recognized the great master. After some hesitation, she approached him with a napkin. She asked Picasso if he would take a moment and do a quick drawing for her. 

 He said it would cost one million dollars. Shocked, she questioned why a simple drawing would be that much. Picasso replied that it took him thirty years to perfect his talent and it is not free. 

We shouldn't put a price on every moment of the day, and none of us is Picasso, but we should be careful not to always give away our experience simply because it would take just a minute to share it. 

Free is rarely free. 

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Got a Pen?

To anyone’s measurement, Pablo Picasso was one of the most talented artists of all time. His complicated life mixed with inspired work continues to make him a fascinating subject to study and learn about.

As legend has it, Pablo and a friend were having lunch one day and one of the other patrons recognized the great master. After some hesitation, she approached him with a napkin. She asked Picasso if he would take a moment and do a quick drawing for her.

He said it would cost one million dollars.

Shocked, she questioned why a simple drawing would be that much. Picasso replied that it took him thirty years to perfect his talent and it is not free.

We shouldn't put a price on every moment of the day, and none of us is Picasso, but we should be careful not to always give away our experience simply because it would take just a minute to share it.

Free isn't the best price.
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Bitcoin and Painters

To anyone’s measurement, Pablo Picasso was one of the most talented artists of all time. His complicated life mixed with inspired work continues to make him a fascinating subject to study and learn about.

Pablo and a friend were having lunch one day and one of the other patrons recognized the great master. After some hesitatation, she approached him with a napkin. She asked Picasso if he would take a moment and do a quick drawing for her.

He said it would cost one million dollars.

Shocked, she questioned why a simple drawing would be that much. Picasso replied that it took him thirty years to perfect his talent and it is not free.

We shouldn't put a price on every moment of the day, and none of us is Picasso, but we should be careful not to always give away our experience simply because it would take just a minute to share it.

Go a pen?
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Be Picasso

I love this story.

To anyone’s measurement, Pablo Picasso was one of the most talented artists of all time. His complicated life mixed with inspired work continues to make him a fascinating subject to study and learn about.

Pablo and a friend were having lunch one day and one of the other patrons recognized the great master. After some hesitation, she approached him with a napkin. She asked Picasso if he would take a moment and do a quick drawing for her.

He said it would cost one million dollars. Shocked, she questioned why a simple drawing would be that much. Picasso replied that it took him thirty years to perfect his talent and it is not free.

We shouldn't put a price on every moment of the day, and none of us is Picasso, but we should be careful not to always give away our experience simply because it would take just a minute to share it.

Got a napkin?
__________________________________________________________________

Before They Are Customers

You want to take your significant other out for a nice dinner. Maybe you'll check out that new steak place? They claim they have best Kobe beef this side of Tokyo. Decision made. Reservation for 7:30.

What they didn’t tell you in the advertising was that there is a mandatory $10 parking fee. A bit annoying and scam-like. Still not fazed, you head inside. You are met at the threshold with a line-up. Not a bad thing, it means this new place is doing well and you’re not worried, you have a reservation.

Service On Hold

At 7:45, you inquire with the snappy dressed guy at the front if your table is ready. He doesn’t take his eyes of the calculus that is the restaurant floor plan and barks that the kitchen is busy, they are new, and all reservations are 30 minutes behind.

It’s a nice night out, why spoil it with complaints so you go back to the bench and wait quietly. Several minutes later a woman approaches you with two white cards. On one side is the restaurant’s logo and on the other is a questionnaire.

Survey Says

They want to know your demographic, how you found out about the place, how many times you go out for a meal each month, how much alcohol you consume in a year, and for your trouble your name is put in a draw for one free dessert on your next trip - if you go to their website and register.

It’s 8:43 and burgers sound good about now.

Before getting caught up in metrics, surveys, and coupons, be careful people don't walk out before you get a chance to help them as customers.

Let them try it before asking their opinion.
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One Day

One day I’ll act on that idea. One day we'll have enough money. One day I’ll stand up for myself. One day we’ll figure this out. One day the product will be ready.

One day I’ll learn my lesson. One day I’ll fix it. One day it’ll get better. One day we'll change. One day we'll act. One day may be too late. One day we’ll turn it around. One day it’s going to work out. One day I'll go for it.

One day we’ll take that trip. One day I’ll clean out that closet. One day you’ll check out that new gig. One day we’ll try that restaurant. One day I'll move. One day will be a great day. One day someday.
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Kneale Mann | People + Priority = Profit
New Book out in 2016 – Details soon!

Giving Away Experience

To anyone’s measurement, Pablo Picasso was one of the most talented artists of all time. His complicated life mixed with inspired work continues to make him a fascinating subject to study and learn about.

Pablo and a friend were having lunch one day and one of the other patrons recognized the great master. After some hesitatation, she approached him with a napkin. She asked Picasso if he would take a moment and do a quick drawing for her.

He said it would cost one million dollars.

Shocked, she questioned why a simple drawing would be that much. Picasso replied that it took him thirty years to perfect his talent and it is not free.

We shouldn't put a price on every moment of the day, and none of us is Picasso, but we should be careful not to always give away our experience simply because it would take just a minute to share it.

Got a napkin?
__________________________________________________________________
Kneale Mann | People + Priority = Profit
New Book out in 2016 – Details soon!

Someday

Someday I’ll act on that idea. Someday we'll have enough money. Someday I’ll stand up for myself. Someday we’ll figure this out. Someday the product will be ready.

Someday I’ll learn my lesson. Someday I’ll fix it. Someday it’ll get better. Someday we'll change. Someday we'll act. Someday may be too late. Someday we’ll turn it around. Someday it’s going to work out. Someday I'll go for it.

Someday we’ll take that trip. Someday I’ll clean out that closet. Someday you’ll check out that new gig. Someday we’ll try that restaurant. Someday I'll move. Someday will be a great day. Someday one day.

Someday is today.
.__________________________________________________________________
Kneale Mann | People + Priority = Profit

janicemacleod

Free Experience

To anyone’s measurement, Pablo Picasso was one of the most talented artists of all time. His complicated life mixed with inspired work continues to make him a fascinating subject to study and learn about.

Pablo and a friend were having lunch one day and one of the other patrons recognized the great master. After some hesitatation, she approached him with a napkin. She asked Picasso if he would take a moment and do a quick drawing for her.

He said it would cost one million dollars.

Shocked, she questioned why a simple drawing would be that much. Picasso replied that it took him thirty years to perfect his talent and it is not free.

We shouldn't put a price on every moment of the day, and none of us is Picasso, but we should be careful not to always give away our experience simply because it would take just a minute to share it.

Got a napkin?
__________________________________________________________________
Kneale Mann | Leadership Strategist, consultant, writer, speaker, executive coach facilitating performance growth with leaders, management, and teams.

Pablo Picasso | Three Musicians

Customer Service - Inside and Out

Recently, I was chatting with some friends about their recent road trip. All went well but they did share a couple of interesting stories. One was from a bad experience while trying to grab a quick bite to eat. It was one of those experiences where you feel you're more of an annoyance than a customer. “Someone deserved a four cent tip”, my friend exclaimed. The rest of the group nodded and began sharing bad service stories. Bad service ruins your experience and you wonder why you are the victim of their bad day.

Bad Service is Everywhere

We all want great service. But we are still surprised when we get it. If “four cent tip” guy got the service my friends received, he would be incensed. But he’s having a bad day, a rough shift, his boss is a tyrant, his feet hurt or a wide range of possible explanations that don’t and shouldn’t concern customers. Companies miss an opportunity when they ask us to follow them on Twitter only to find out there is nothing in it for us. Or they request we "like" them on Facebook only to find the same.

Now flip this around and look at your internal stakeholders. We all have a bad day, we all make mistakes but imagine for a moment that whiny waiter dude was your communications department and don’t wannabe there coffee shop woman was running your sales department while get it done faster cheaper guy was your boss.

Good Service: Tell a Friend. 
Bad Service: Tell All Your Friends.

One bad customer experience can dismantle thousands, even millions of dollars in marketing investment. To my friends, the grumpy server is now attached to the name of the restaurant. They had a bad brand experience.

Envision spending the next three months simply working on improving service inside your organization. That’s the stuff that happens between each person in your building. Any one of your stakeholders may be the only person a customer may ever meet. And this is true in all industries and across all levels of leadership.

The creation of strong internal and external customer service is far more valuable than a well crafted advertising campaign.

Kneale Mann

image credit:  helpscout | original: may 2011

The Lost Art of Customer Service

The Foundation of Business

Recently, I was chatting with some friends about their recent road trip. All went well but they did share a couple of interesting stories. One was from a bad experience while trying to grab a quick bite to eat. It was one of those experiences where you feel you're more of an annoyance than a customer. “Someone deserved a four cent tip”, my friend exclaimed. The rest of the group nodded and began sharing bad service stories. Bad service ruins your experience and you wonder why you are the victim of their bad day.

Bad Service is Everywhere

We all want great service. But we are still surprised when we get it. If “four cent tip” guy got the service my friends received, he would be incensed. But he’s having a bad day, a rough shift, his boss is a tyrant, his feet hurt or a wide range of possible explanations that don’t and shouldn’t concern customers. Companies miss an opportunity when they ask us to follow them on Twitter only to find out there is nothing in it for us. Or they request we "like" them on Facebook only to find the same.

Now flip this around and look at your internal stakeholders. We all have a bad day, we all make mistakes but imagine for a moment that whiny waiter dude was your communications department and don’t wannabe there coffee shop woman was running your sales department while get it done faster cheaper guy was your boss.

Good Service: Tell a Friend. 
Bad Service: Tell All Your Friends.

One bad customer experience can dismantle thousands, even millions of dollars in marketing investment. To my friends, the grumpy server is now attached to the name of the restaurant. They had a bad brand experience.

Envision spending the next three months simply working on improving service inside your organization. That’s the stuff that happens between each person in your building. Any one of your stakeholders may be the only person a customer may ever meet. And this is true in all industries.

The creation of strong internal and external customer service is far more valuable than a well crafted advertising campaign. 

Kneale Mann

image credit: shoply

Make Great Stuff

Horse Meet Cart.

I tried a new Pan Asian restaurant yesterday. The place looks cool, the service was fabulous and the food is outstanding. It got me thinking about the main concerns of business owners which are advancing business and improving that pesky bottom line.

The server said they've been open for five weeks and business is soaring. He added that management knows they need to do some marketing.

He said they know the honeymoon would eventually end but wanted some time to do it right. It's unclear why they are waiting to tell potential customers but I enjoyed the lunch.

They made great stuff. Now what?

In some people’s mind, the crush of social media has evened the playing field and I flatly disagree. The old adage that you can apply lip gloss on the swine has never worked and the social web will only amplify the desperate tactic.

But if you have something good, don't be shy in telling someone about it.

Opening your organization to the scrutiny of online channels is the exact time when trumping out a bad business idea will be amplified – for all the wrong reasons. These channels can help you, but they won’t save a bad idea though many certainly try and use them for that.

Make great stuff. Then share it.

Apple had its share of critics for being a closed environment for decades and the misnomer was they didn’t listen to customers and that is simply not true. The essence of branding is what they say about you to others but in the online world you can monitor those discussions if you invest the time and prepare yourself for their honest opinions. Jobs & Co do just that. Constantly.

Apple makes cool stuff that works and continues to evolve their products in line with customer appetite. Like a Pan Asian restaurant, it is inclusive but may not be for everyone and doesn't compromise for that.

Make great stuff. And keep making it great.

If you wonder if your social media efforts are paying off, have a look at your offering and decipher whether you are giving people the chance to experience great stuff or are you just barking out the deal of the week on the hopes they will re-tweet you.

You must sell the dream before you sell a thing. And most don't dream about bad stuff. The empty pitch will be a short lived endeavor.

Doing well online or offline is not about fooling people with the tools but rather making great stuff people want. And it works best when you listen to them first and they then may listen to you. I think I'll be back to have chat with the restaurant owner.

Do you make great stuff?

knealemann
work with me: contact

Give to Movember.

image credit: digitaltrends | casaperiquet

Metrics Can Kill Your Business

Promises Promises

You want to take your significant other out for a nice dinner. Maybe you’ll check out that new steak joint? They had those cool commercials on the radio. There was also that direct mail piece and a billboard downtown touting the best Kobe beef this side of Tokyo. Decision made. Reservation for 7:30.

Fine Print Irrelevant

What they didn’t tell you in the advertising was that there is a mandatory $10 parking fee. A bit annoying and scam-like. Still not fazed, you head inside. You are met at the threshold with a line-up. Not a bad thing, it means this new place is doing well and you’re not worried, you have a reservation.

Service On Hold

At 7:45, you inquire with the snappy dressed guy at the front if your table is ready. He doesn’t take his eyes of the calculus that is the restaurant floor plan and barks that the kitchen is busy, they are new and all reservations are 30 minutes behind.

They Won't Make A Fuss

It’s a nice night out, why spoil it with complaints so you go back to the bench and wait quietly. Several minutes later a woman approaches you with two white cards. On one side is the restaurant’s logo and on the other is a questionnaire.

Survey Says

They want to know your demographic, how you found out about the place, how many times you go out for a meal each month, how much alcohol you consume in a year and for your trouble your name is put in a draw for one free dessert on your next trip - if you go to their website and register.

It’s 8:05 and burgers sound good about now. Almost an hour of your life not to return and it was all about them.

Potential Is A Dangerous Word

Before getting caught up in metrics and cost per point, number of impressions and average quarter hours, surveys and coupons, be careful people don't walk out before you get a chance to help them as customers.

@knealemann
knealemann at gmail dot com

Helping you better utilize all media.
How to make it, use it and profit from it.