HBA Blog:

February 6, 2014

By HallandBrown

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Blog, LinkedIn, Social Media

How to Double your contacts on Linkedin

February 1, 2014

By HallandBrown

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Blog, Marketing, Social Media, Twitter

What’s Your Customer Service Like?

Recently Sue, my son and I went to #Olive Garden in Lakeland, FL. It was a busy night and we both were anticipating to have to wait which was not a problem, after all we were wanting to eat at the most popular dinner time and hadn’t called ahead.

The hostess came and showed us to our table and told us our waitresses name and we waited. No waitress? I was on the phone talking to a client so I wasn’t really paying attention, but after the call finished and no one had brought water or silverware I began to pay attention. Just as we were about to leave our waitress came and explained it was her first time alone, she was new and sorry she was late and took our order.

Still no water, but our drinks arrived, but then we waited for 30 minutes before the salad arrived. Again more apologies but this time she mentioned that everything was behind and as I looked around at the restaurant it seemed everybody was complaining?

After another 20 minutes Ethan and Sue’s meal arrived and my soup – I ordered the soup and salad as I thought it would be quick”. LOL

Throughout the meal our waitress kept coming up and saying how sorry she was and that her manager would speak with us. This should be interesting I thought. Sure enough a very distraught manager came and explained that some servers were missing and one of their main chefs had been taken sick, everything was behind And she was most sincerely apologetic.

When the bill arrived, the manager had zeroed out all costs for our meal over $45 and came over again and apologized. Even though the meal was free I still tipped our waitress $10 because she was pleasant and had a great attitude to my family. Plus I imagined a lot of people wouldn’t tip her if they got mad at the wait and waitresses only really make money off tips.

So, how do you react to customer service issues? Like the manager and waitress did, we need to deal with customer problems as soon as possible. Do whatever is required to help people overcome the feeling of being let down or even ripped off as soon as possible.

Knowing they had a problem what could Olive Garden have done different. Called to see if one of their other chefs was available? Called to ask more servers to come in and work extra hours?

Maybe they should have told the front desk to restrict the number of people wanting to come in and told them there would be a longer wait time. Could they have closed off a section to dinners? In my local Olive Garden, yes that would have been very easy to do and not very noticeable. This would have then allowed the remaining servers to serve on time and reduce a greater demand on the kitchen. From my experience if people are told the wait time is long they will go elsewhere that night. They will still come back another time. By making lots of people have a nasty taste in their mouth about bad service and then also having to give money back to diners is the worst way to handle customer service.

Kudos to the manager and the waitress in both keeping a pleasant attitude from what must have been a horrendous night.

Steve Brown

November 13, 2013

By HallandBrown

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Blog, Facebook, Marketing, Social Media

How to use FaceBook Advertising for Consumer Packaged Goods

Consumer Packaged Goods (CPG) Facebook Advertising Benchmarks
Consumer Packaged Goods (CPG) Facebook Advertising Benchmarks

steve brown

September 22, 2013

By HallandBrown

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6 Tips to make your blogposts go viral.

 social network1. Use controversial language in the title, while making it objective or logical.

Everybody loves controversy. Listen to the comments that Simon Cowell says on the XFactor – Simon either loves you or he is going to tell you in no uncertain words that you are terrible. People have this love hate relationship with Simon and it is a key element to what makes the show and why people watch it. TMZ is another program that just tells it as they see it! Miley Cyrus is another example of controversy – everybody learnt a new word after the VMA’s – “twerking”, even my mom read about it.
If it is something you really believe in and can back up what your saying, use controversy so that people will click on the post/tweet/picture.

2. Use a celeb or well known brand names in the Titles.

If I wrote “Donald Trump wrote this” (he didn’t) you would immediately think of finances, politics, controversy, The Apprentice, etc., because Mr Trump is known for all these things and more. Use strong brand recognition to draw people’s attention to your subject. That’s why they will check it out. However, writing with brand names has to have relative connectivity to your subject. You can’t use NIKE in the title and not mention anything sport related. It wouldn’t work, other than get a lot of waster/loser comments at the bottom of your blog.
You have to find the Brand that will work with the article yor writing and make the relevance work organically, rather than unnecessarily linking. As a side note – if your writing about your brand don’t just say “they/we/it are the best”, make the article about something people will find interesting, cross referenced to a major brand that they will want to read and learn from – that’s why it will get shared.

3. Should you write short or long articles.

If you follow Seth Godin’s Blog, I do, its at: (http://sethgodin.typepad.com/) he regular writes about 200-300 words. Not many words? I read it and sometimes will share it but often enough I just read it and make mental notes of what he says as its a short note. People may quote your small posts and some may share, but if it is an informative long post, people are more likely to speed read it, bookmark it for later but they will share it for others to read also. A great example is info-graphics. I post them after I have speed read it and saved it, knowing that I will go back and reread that later when I am not so busy. If its amazing material, it goes into my “info-graphic” folder on another drive for reference.

4. Tweet and ReTweet relevant content.

You have to start somewhere and Twitter is as good as anywhere. Look for people who are tweeting (not twerking) subject matter similar to your topics and join them and then target them directly. Ask them to politely retweet your posts/tweets.
If they do send it out make sure that you follow up with a Thank You.

5. Find social media influencers and tell them about your subject.

Twitter in particular is a follower orientated information/knowledge post. If you can get any of the influencers to tweet about the subject matter it can blow up overnight. I had friends working on a seminar event in Canada and one of the guest speakers to be booked was Oprah, after she tweeted that she was going to Canada and this particular seminar – registration sales went out off the scale and they ended up with a packed arena!

6. Engage comments, reply and event retweet, repost, .

I met with Chris from God Day this weekend, and we were talking about an event he produced earlier in the year and that one of the key factors to why they were so successful was being engaged with the followers and answering questions on twitter, replying to posts on Facebook, sharing new info from others, etc. Engagement on every level. People love to get responses from writers, sites. Engagement is a strategic part of making the post go viral.

Steve Brown.
Marketing.

September 16, 2013

By HallandBrown

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Content Marketing Quotes Poster

The Content Marketing Quotes Poster from Salesforce
 

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