Business 101: It's okay to be judgmental

When you run a business and wait on customers who have chosen you over a sea of competitors, you owe it to them to objectively judge how well you're doing.

Put yourself in the shoes of a customer from time to time. Look at the hoops they have to jump through before they’re able to get back to their lives. Pay attention to wait times, and what people see while they're waiting. If someone’s standing at a counter waiting, they're keenly aware of the performance of your employees. They see your people plod along oblivious to customers.

I actively count employees are on the job and compare them to active orders being filled. I tend to resent watching employees perform tasks unrelated to serving customers ahead of me. When nothing is being done to advance orders, the wait seems endless.

It’s frustrating to watch servers stand in one spot as they wait for people who plod along behind the scenes, who have no sense of purpose and who are oblivious to the business at hand -- all the while condiments are depleted, trashes are full and tables are disgusting. The server's job is simple, but requires constant discipline: provide fast, friendly service.

You can't fix problems you don't see. So thank customers first by judging your service.

Ads: Pick radio, it’s more effective

Magazine advertising aside, newspapers get the bulk of ad dollars, far ahead of radio. And in fact, more is spent on Internet ads than radio campaigns by $1 billion. But none of that changes the apples-to-apples demonstration that proves radio’s response is 14 times more effective than newspaper’s when it comes to driving traffic to a web site. Want to see the test?

http://www.mondaymorningmemo.com/?ShowMe=ThisMemo&MemoID=1768

Ads: replace hype with authentic grabbers

If you're in retail business, don't make the mistake of thinking you're in the entertainment business in your marketing. Awards don't sell snow blowers.

Be cautious not to use cute ideas for cute-sake. Grab attention in an unfamiliar, attention-getting way, but remember to bridge your opening line in a believable way, and support the opening and bridge in your copy.

Opening example: "Now would be a horrible time for a flat tire!"

If you've placed this ad during morning drive, at the height of morning rush hour, you now have seized the attention of every driver on the road at that moment, and each are now imagining what a flat tire would do to their day.

The ad doesn't have to be about tires or tire repair. In fact, that would be too obvious an opening even for a towing service. But now that you have their attention, carefully craft your bridge to bring people into your story.

Bridge example: "You don't have any spare time today and there are probably a pretty good number new tasks waiting for you when you hit the office."

See, a flat tire would be inconvenient because your customers are time-starved like the rest of the free world. This ad now can take any direction it needs to.

Body example: "Since the odds are squarely against your actually getting a flat, you now have a few more seconds to stop at the Barry's Good Java drive-thru to pick up an exotic coffee reward. And when we hand you the cup, we'll also give you a card good for another cup tomorrow -- on us -- as a thank you for trying us out. Barry's Good Java. A few more extras; no nickels & dimes."

Notice how we got attention without hype? Then we bridged into our story. Then we told the story, and made a suggestion that offered a benefit to the morning commuter along the way. Nothing terribly devious, just good clean attention-getting.

PLACEMENT
Now we wouldn't have been terribly selective about which radio station we used to placed the commercial; we're interested in reaching as many people as we can afford to reach. That simple. For this we pay attention to CUME (total weekly station audience) or AQH (total simultaneous listeners within a day part) during the 5a-10a (AMD) day part. Our major focus is on placing one commercial an hour M-F on the station you can afford.