My brother in law sent me a link to a very interesting Ron Paul clip, one where he was being interviewed by a “journalist” who didn’t seem to have all his facts straight, nor up to date. While most who know me know I’m a Libertarian, some didn’t realize I’m also a Ron Paul supporter, even though he’s been virtually forced from the race. What does this have to do with marketing or customer service? More than you think. When presented with limited selections, people will usually pick the easiest choice available, and typically the one surrounded with media hype. It’s a sad state of affairs, but sometimes that isn’t always the best choice and if you REALLY think about it, it’s no choice at all.

The point of this message? Shop around and be diligent. Read all the facts, weigh all the truths, and don’t let advertising and media force you to make a choice from a seemingly small pool. Try not to go based on heart, but on what’s in your head. You could save your company a lot of heartache being this careful. There are always options –consider them all before committing.

Oh, and don’t be startled by the actual title of that YouTube clip, it’s not really Rated G.

Alright, now this post is speaking of things second hand, but I consider my husband a reliable source. He finally got an opportunity to shop at Sunflower Market in Boulder this week. I don’t think I’ve ever seen him so excited about a grocery shopping excursion. He came home with more produce than ever seen him buy, he stocked the pantry with things usually left to me to bring home. The bottom line, the prices, selection, and overall experience made him want to go again. I knew when I received their weekly flyer that things were different in this store, not your ordinary health food shop. No, quite the opposite, they have turned the natural food shopping experience into something accessible to everyone with every kind of budget. Compare that to their competitor, Whole Foods (or as we quip, Whole Paycheck) and you’ll find at Sunflowers, you’ll be coming home with a heavier wallet for once. I can’t wait to head over myself, but for now, my husband’s shopping spree makes it unnecessary.

I’ll report when I experience it myself. By the way, they might have one in your own neighborhood - they are opening stores all over the western states, but particularly here in Colorado. Enjoy!

While I’m not a diabetic, I can certainly empathize with those afflicted with it. As the numbers for adolescents diagnosed with this disease climb, there are more opportunities than ever to both monitor it and help control it. Over the years, hand-held, portable monitors have really taken over the market; the less clunky the process, the better able a person is to keep an eye on their status. A large player in the market has taken this a step further; LifeScan OneTouch has introduced the “UltraMini” Meter, and as the name implies, it’s tiny to be sure…almost looks like a key chain zip drive. Super cool. The other thing that is very appealing about this new unit is it comes in 4 different colors, and not boring old clinical colors, either –Pink Glow, Limelight, Jet Black, and Silver Moon. Talk about casting the net! It’s attractive, small, and pretty hip. I bet there is better compliance, too.

I was listening to Oprah and Friends, the Nate Berkus show, and on there were a couple of guests who own a business that specializes in finding things at rummage and yard sales, and then converting them into items of usefulness — I call it repurposing, but they had another name for it; it escapes me. That’s not really the point — the point is we can do this every day, in every way in our daily lives and in our business. Whether it’s an idea, a container, even a rubber band, look around and see if you can reinvent something and make it have a new use again. You could end up coming upon a truly idea, but you also could be sparing something from ending up in a landfill.

Recently, well, maybe after the Christmas season, Starbucks discontinued almond syrup from their flavoring lineup. I don’t usually get almond, but my husband sure does, as do many other people. Why in the world would you eliminate a flavor so distinctive and memorable as almond? Better yet, how can you offer with a straight face, hazelnut or toffee as comparable options? Please, bring back the almond. My husband might even return to your establishments if you do.

Last week I attended a Public Relations event that was designed to help marketing people be in better touch with print and broadcast media outlets. One theme that was mentioned a couple of times was that printed newspapers were really seeing themselves becoming outdated and nearly obsolete, when compared to online versions. While I tend to agree that printed papers are a little less my style, I really don’t see them going away entirely. My dad does the NY Times crossword puzzle every day - I doubt he would want to do it online.

So, how can papers keep themselves vital in the market, while reaching consumersout? I think the answer is a piece of what I received this week from the Denver Post - an eNewsletter that featured some cool destinations in the area. While I could have maybe scoured the entertainment section of the paper, this also allows me to forward to my family and friends as we plan things for the upcoming summer. It’s great because it’s still from a trusted source, but it’s so “now” and it’s colorful and cool, has links and great information.

The way I see it, if you continue to reinvent yourself to be a resource, you’ll never be obsolete.

This surprised me and hits me on a couple levels. As part of my membership with my local Chamber of Commerce, they offer us discounts they negotiate in a B2B flyer. One such offer was from a national office supply company. I sent an email to the one listed on the sheet and never (after waiting 2 weeks) received an email or call. I sent it again, same result. I decided maybe the email was incorrect, so notified the Chamber, who then called the company and passed on my information. Another two days passed and finally I get a call from one of their reps. He goes on to tell me I need to complete a credit application and once that’s out of the way, we’ll get on with the business of ordering. Mind you, I’ve been in business for many years and this is the first time I’ve been asked for this,but I play along. Another day passes, all looks great he says, but then an email comes, the contents basically boil down to, “Because you are a home-based, we cannot deliver to you.” What? Okay, I get supplies and packages from all over the country, but their warehouse in Denver can’t get to my home office? They could ship my orders with one of the overnight carriers, but wouldn’t deliver to me otherwise. I now don’t need to worry about ever doing business with them or or promoting them to any of my colleagues. To think it took a month to get this all figured out!

Do yourself a favor, don’t limit yourself on the way to serve a client, no matter their size or location. Make it a policy to serve them and think of the best and easiest way to do so. As was said in the movie Glen Gary, Glen Ross,”A guy doesn’t come on the lot lest he wants to buy .” Whether you have to deliver to their office or their home office shouldn’t matter in the least.

Ever call a place of business and get a totally disinterested party on the other line? I want to scream - they sound lethargic or basically like they could give a rat’s patuddy if you’re calling. Nothing could be worse than this as an initial call to a place you want to do business with. Some people will just hang up and move on, but some like me hope wrongly that things will get better.

Yesterday I made a call to a local company that I’m considering using for printing projects. Instead of being happy to help me, I am hurriedly placed on hold for a couple minutes by the rude attendant. I give them the benefit of the doubt, but really, shouldn’t I matter? Any way, after finally being picked up again by “Miss Happy”, I’m routed to what I hope will be a live, warm body, but instead, is a cold, boring voicemail box. That was yesterday morning, still no callback. Do you think I want to do business with such unresponsive people?
How can you prevent this scenario in your business? First, just please, get someone nice to answer the phone! ASK if I want to go to voicemail and if I do, make sure I am called back.

In this case, I have moved on. I cannot afford to deal with a business like this. Wait, maybe they need my help!

I often wonder if the postage rate hikes are a national secret? Today, the postal rate increased one cent, and while that’s not a lot of money, it’s a lot of hassle. I went on Google News and it’s not even a top story of the day, even though it will impact a lot of people. I was in the post office a couple days ago to drop some  special mail and decided to also purchase a book of stamps and asked to see the selection - it was only then that I knew the rates were going up on the 12th of May (that makes perfect sense, right?!) If I’d have not asked to purchase stamps, it was pretty likely I wouldn’t have been told about the hike and get this, the only notice in the place was on window you would see when leaving! Couldn’t they have let people know in a bigger way? Consider this poster who just today wrote, ” Friday I purchased three rolls of 41 cent stamps (thats 100 stamps each). We are a not-for-profit organization and send out newsletters each month. Sure would have been nice for the post office to advise me of the increase!!! Now I have to go buy 300 1 cent stamps.. Thanks alot!!” How pathetic.

Do yourself a favor, if you’re moving your prices up on something your customer uses all the time, do them the courtesy of letting them know so they’re prepared. Also, if you’re in a business that is being used less and less, make sure your rate hike makes sense in every way. I think it’s consumers that are becoming disgruntled at this point. Oh and note my carrier: would you please stop giving me mail from people that 2 blocks away that have the same house number, but live on a different-named street. I’m sure your sorting work is really tough, but after 4 years, one would think you’d catch on. Thanks….

We have a favorite local Mexican Restaurant we like to dine in, but occasionally, the week is too crazy and we order for take out. We like this place for a couple reasons; the food is great, the service is too, and the margaritas are generous. But I digress, this particular evening we called to order and were greeted with this: “Good Evening, El Senor Sol. What can we prepare for you?” Wow, how nice is that? I felt kind of special and rattled off our order. My DH went to pick up our meal and returned, but once I saw the bag, I knew something was wrong…it was a little light. Ahhh, shucks, they missed our friend’s order in there. I called over and let them know of this oversight and they were immediately apologetic and begged us to come back, they would correct everything. Fortunately, the place is just around the corner, so back my DH goes. Upon returning this time, he came back with the missing order, which they comped and and added 4 sopapillas, free of charge. My husband said they were so sweet, he almost felt bad.

The lesson here is mistakes can happen, it’s how you correct them that matters. Go above and beyond and really, most customers will understand and be grateful you fixed things right away. And if you’re looking for good Mexican food, visit our friends at El Senor Sol.