What Does Customer Service Mean To You?

I’ve been workin’ customer service jobs since I was in high school.

Since 14, I believe.

I’ve done whole lot too.

Worked in public schools, retail, offices, parks, recreation centers, bars/ restaurants, theaters.

Cleaned up facilities. Sold stuff (B2C). Cold called folks.

Promotional stuff (handin’ out flyers). Posted signage. Emailed over 500 clients a day.

Worked gruelin’ 15 hour shifts. Grindin’ it out for tips.

I work.

Super hard too.

Through all this, I’ve gained a ton of street smarts and an understandin’ of customers. And people, in general.

Besides workin’ a whole lotta jobs – I’ve also been on a bunch of job interviews. Probably over 75 in the span of 4 years. Not kiddin’ at all either.

And interviewers always ask me the question – What Does Customer Service Mean To You?

And that question should be a question that should stump you, but it’s real easy.

Customer service is problem solvin’ by bein’ as calm as possible. And doin’ it quickly as possible.  Basically, conflict resolution.

Cause problems will always happen.

Stuff will break down.

People will act crazy (cause they’re irrational and emotional).

You just act calm. And patiently address the problem.

And here’s the surprisin’ thing I’ve noticed – some customers you just can’t help. At all.

For whatever reason.

Maybe they don’t like you.

Maybe they’re too far gone, emotionally.

Maybe they wanna steal your money.

If none of your persuasive abilities work on the customer – then, sadly, that’s not the customer for you.

You can’t help every customer.

Just be nice. And find some else can help them.

Another vender. Another employee. Another store.

And, yes, you’re losin’ business.

But if you’re tryin’ to help a customer.And you’ve set rules, prices, guidelines. And they can’t meet ’em.

And you’ve tried your best to work somethin’ out – then, that’s it.

Point ’em somewhere else. To someone that can help ’em.

Just be nice ’bout it.

Later,

Jamual

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How To Handle A High Volume Of Customers (Patience Is A Virtue)

Restaurants jobs (or customer service jobs, general) are tough.

Why?

Cause things happen fast.

Anythin’ can happen.

Customers can fall. And hurt themselves. And blame you.

Co workers can fall. And hurt themselves. And – also blame you.

Fights can break out.

Blood. Guts. Wildness.

You name it.

… Again, anythin’ can happen.

So, how do you prepare for the craziness when problems arrive?

After 3 straight years – I’ve found that the best course of action is to —

Be calm at all times. 

Whatever happens. Whatever problems arise – keep your cool.

Be indifferent.

Calm, cool collected.

Don’t get mad, happy, sad or gloomy. Just be rational as possible. And fix the problem. And move on.

You’re in a fast paced environment.

Become the environment.

Go fast. Be calm in the face of craziness.

Doesn’t matter what the situation is.

Boss yellin’ and screamin’?

Be calm.

Customers way too drunk – flailing around?

Be calm.

You can’t stop a problem from happenin’

Problems are gonna happen, yes. But you solve it faster, by throwin’ your emotions to the wayside. And barrelin’ through ’em with brutal calmness. Like Batman in every movie ever.

In customer service (and I guess, business, in general) –

Patience really is a virtue.

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Calmness Gives You Power

How Trump Keeps His Promises – Positioning Lessons From The President

Can we all agree that newly elected President Trump has mastered marketin’?

Like really – I’ve never seen anyone get so much free press in my damn life. It’s kinda ridiculous.

The man trends on Twitter – non stop.

All major news channels has been broadcastin’ story after story after story bout him since last winter.

People talk bout him in bars, online forums, grocery stores, book stores  – everywhere where you go now somebody has a opinion on President Trump.

It’s, literally, Trump’s world. A Trump whirlwind. And we’re caught up in it.

Point Blank – he has mastered media.

He plays them – mainstream media – like a funky fiddle. Where their only a tool is to expand his message. Nothin’ else.

He discredited them like crazy – crazy. And uses their stories, true or not, as a promotional tool only.

Hell, they all predicted he’ll lose in a landslide to Clinton – ha!

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Remember Nov. 8th?

Wild!

Now, I was thinkin’ how the hell does this man do this?

What’s the core of his self promotion strategy?

… So, after analyzing him, I noticed a bunch a techniques, but the core technique I’ve noticed is his amazin’ brand positioning.

Super tough positioning – is what I call it.

Now, you’re probably thinkin’ – what’s that?

Well, let me break it down –

When companies make a product or provide service, they wanna be first in the market place, so they position themselves as the leader of the market place, by …

  1. Taking hard stances/ opinions in the industry.
  2. And being a total experts on topics in that industry.

For example Starbucks and Howard Schultz, positions themselves as a luxury coffee brand. And are big advocators of the environment (and other progressive issues).

They even have their own lingo and such. And, of course, their logo, clothes, packagin, etc – adds to that.

So when you – the consumer – thinks of coffee, you should instantly think of Starbucks (which most people do anyways).

Cause they’re established, knowledgeable, have premium quality  products (high prices – so they must be good, right?) and have a cool atmosphere in their stores.

That’s exactly what Trump does with all his policy ideas.

When you think of immigration, you think of Trump.

When you think “wall,” you think Trump.

When you think “jobs,” you think Trump.

Even negative words attached to his brand. Such as fascist, racist, sexist. Which didn’t cost him the election at all, apparently.

Personally, I think it toughened up his brand – made it stronger.

Ever since he started campaginin’, he’s taken a super strong stances on a only couple polices. 6 to be exact. Only 6.

Now, did you read what I just wrote?

The guy only has six things he wants to do.

That’s on purpose.

He does this cause it makes his policy ideas easy to say. And for us – the audience – easy to remember.

So, when he pitches his ideas on issues in a speech, he hits them all. And then it becomes attached to his brand.

For example, when he “saved” a thousand Carrier jobs from bein’ shipped elsewhere.

Or meeting with biz leaders. And various CEOs. And even Union leaders.

This adds to the position he’s takin’ – as the “Jobs’ President.”

He repeats this over and over and over again.

His position/mission is to create jobs, jobs, and more jobs in the USA. That’s his goal. And that’s what he wants to happen.

I dunno if he’ll do it. And I have no comment on the man’s personality or anything like that.

But as a communications student, Trump’s mastery of media and lean, focused policies is how he’s able to keep his campaign promises. And his future promises.

The sharp positioning – talkin’ bout hard issues that no one wants to talk bout. And the hammerin’ of it in every speech, tweet, and interview is the foundation.

Cause when you take a strong position you can…

  1. Come out on top as a leader on that topic. And have people follow you.
  2. Or pivot on a issue (if you need too).

This concept is pretty darn important. And is something people flounder with.

A lot of people are too shifty on things. Don’t know their core beliefs. Or what drives them. So they don’t know what position to take. And this makes people lose confidence in you.

So if you can position yourself properly – like Trump does – you can gain ravin’ fans.

Or persuade people to buy from you.

Or get a girl to pass her number to you.

Or become President.

Who knows?

Weekly Adress via Youtube!

I’m tellin’ ya – His Marketin’ Game Is On Point!

Later,

Jamual

4 Marketing Lessons From The Trump Campaign

*Warning*

This is not a post on his policies. Or how I feel ’bout the man. Just a look at the marketin’ techniques he used over the last year…

… So, Trump won the election… Holy smokes! What an exciting time!

The campaign was a wild time. Mixed with a whole lotta emotion.

As a marketin’ and business student, I was really excited to witness the campaign that came outta Trump’s team. It really was a thing of beauty. And I think he’s a better marketer than Steve Jobs.

Why?

Cause the man was everywhere – online, TV, magazines.

He engulfed everyone. Created a reality distortion field. Where you couldn’t go anywhere without hearin’ his name. Even when you said his name, people would shudder and shake. Or get super pumped. That’s powerful marketin’.

So, I just wanted to take a look at the marketin’ techniques used over and over by him. That maybe you haven’t noticed. And also why he’s using them. Cause there’s a method to the Trump madness.

 LESSON ONE –  Simple Language Is Best

When I first looked up Trump, it wasn’t for anything politics related. It was for a character I created in one of my screenwriting stories for class. The character was obsessed with money and business. And for my research, I would walk over to Barnes Noble to read books on business.

Eventually, I stopped at Trump. Read some books. And used Youtube as a resource.

The first ever interview I watched with Trump really opened my eyes. When I heard him talk, he was usin’ simple language. Like in a Cormac Mccarthy novel. It was amazin’! I flipped out. I’ve never heard of anyone do this in real time. It was so darn blatant too.

Who do you know that talks like Trump? That’s right – no one.

After I found more interviews, I’ve noticed he keep doin’ the same darn thing. And you wanna know what this is? Persuasion. Blatant persuasion.

Advertisers and marketers know that simple language is more powerful than complex words.

Think ’bout music – pop music, for example. The songs use simple words, and catchy hooks to get the people in a trance – liking and remembering the song.

That’s all Trump.

He wants to get his words stuck in your head. And he does it well.

Hell, my grandma isn’t a Trump supporter. And can remember the words he says. Word for word too.

He’s like a walkin’, talkin’ copywritin’ ad, man.

Super powerful technique, crazy powerful.

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One Of My Favorite Books!

LESSON TWO – Repetition Is Key

Trump repeats his words – a lot.

This, too, is a technique taken from advertising that no one seems to understand.

Why is he repeating himself?

He’s stupid!

No, he’s not stupid – he’s persuasive. He’s wants you to remember his ideas, by repeating it over and over again.

How did this start?

As soon as human started sellin’ people products and service in newspapers. This was the technique they used. And Trump does this live. In person.

Remember he’s a character. And we’re the audience.

LESSON THREE – Social Media Is The Way

Earlier in the Fall, Trump trended on Twitter for 48 hours! 48 darn hours! Pretty much whole weekend in October – crazy, right?

And he’s been trending a lot lately too. Over and over again. It’s actually kinda tiring.

What’s going on here?

Well, his marketing campaign was focused totally online. Filled with hashtags, fiery tweets, and doing rallies and posting them on Facebook Live.

Clinton? Spent loads and loads of cash on TV ads. But it didn’t help her.

Why?

TV is not a popular media anymore. Social media is. And she didn’t know her to use social media. But he did.

See the above tweet?

This tweet has gone viral. Like his others.

Why?

Not cause they make sense, but they force the news media to cover it. And fact – check him. It creates news. Trump creates news by using Twitter.

And what does this do? Bring him more attention.

And remember marketin’ is  attention, right?

So, this is how he won the election. Attention, attention, attention. All attention pointed at who?

Him. No one else.

This attention helped millions wanna get involved in his campaign. Then go to his rallies. And then to the voting booths. Leading to a Trump win.

LESSON FOUR- Go, Go, Go!

The night before election night. The man did 6 rallies in a row. Hitting a good amount of  much needed swing states. He ended the day at 1 A.M. Geez. That’s crazy…

…This strategy is a interestin’ one.

Basically, the Trump team played offense. Like General Patton in WW 2.

And all he did was attack, attack, attack! 

This was his ground game.

And he did this when everybody said he was gonna lose. Using a bunch of energy – keeping his base always energized. Till the major the upset of 2016 happened – winning the election!  When people said he’s gonna lose! Damn.

Now, there’s whole lotta other stuff to study from Trump’s marketin’. But then, this post will be super long. To me, these are the key ones.

Hopefully you can take away your political bias. And agree with me – that Trump is the a master marketer and salesman. And you can use this to help yourself out. Like grow your business. Or make more sales. Or a job. Or whatever you want.

Cause if Trump became President – Elect off Twitter, then he must be doin’ something, right, right?

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Still doin’ Rallies. Crazy.

P.S. I’m on Twitter. Talkin’ marketin’ stuff. It’s fun. Join me!

— Jamual

Why You Should Work in Customer Service — At Least For A Little Bit

(The 3rd business post in two weeks — jeez — I must like this stuff… Anyway, let’s get into it).

Alright, I know you saw the title. And you’re thinking …

Customer service? That sucks!

But wait it isn’t that bad. You just need to find the right place to work.

For example, don’t work at fast food places. That’s a bad decision to make.

Why?

Cause those places have terrible hours, pay their employees horribly, and take too much time — your most valuable asset.

Instead, I highly recommend working in bars and upscale restaurants — if you want some fast cash. And little time investment.

What’s So Freaking Good ‘Bout it?

Reason Number One — Social Skills

Whether you’re a waiter, bartender, or barback, your social skills will improve. I guarantee it. Cause that’s how stuff gets done in this business.

Communication.

If you can’t communicate, you don’t make moolah. And then you die. Cause moolah is oxygen. Well, at least, to me it is.

There’s gonna be times when you’re gonna find yourself talking to two customers, one co worker, a pretty girl. And your boss. All at the same time.

And if you don’t know how to effectively communicate — you’ll perish.

When I first started my job, as a bathroom guy, I would easily talk to 50 – 100 people a night. Passing out paper towels, selling candy, gum and cologne.

It’s high paced, high volume. Wild nights — filled with booze and druggies.

At first, I’ll be honest; I was overwhelmed at the start. Cause the nightlife scene can go really fast. Too freaking fast.

But after a couple months, I got the hang of it. And noticed a major difference in how I interact with people.

I was confident. Chatting everyone up. Guys, girls. You name it…

… Even job interviews became easy for me. Like a lotta times, the interviewer would be more nervous than me.

Seriously, one time, an interviewer was literally shaking his butt off, while he asked me questions off his clipboard.

Across from him, I was calm, cool, and collected…

…That’s the power of 50 – 100 social interactions for 3 days per week. It’s like nothing to me now. Like riding a bike.

So, if your social skills are lacking – customer service jobs are the way to go.

Reason Number Two – Fast Money

Everybody loves moolah, right?

And if they don’t – they’re freaking lying.

Me? I love the dough. Even better is that I love making it fast. That’s the thing with fast food jobs. You’re making cash slow. Slaving away for 40+ hours a week for a 250-dollar check. Waste of time.

I make that in two nights. And have extra cash left over to spend on whatever I want.

Protein shakes, kombucha, shea butter –  stuff that I love.

And the other cool thing, is that if I move, I can definitely get another restaurant job anywhere I go cause they’re pretty much everywhere. 

Reason Number Third — Business Sense

So, I’m not a business guy. At all. But I do understand it cause of the books I’ve read. Trump books, Robert K, Brian Tracy books etc, etc.

As well as my Ebay trainin’.

When interacting with customers little thoughts and quotes from those pop into my head. Like one sales book preaches appearance, appearance, appearance.

After reading that, I started wearing a full suit at work. This was a good idea cause it increased my tips my 20%.  20 freakin’ percent!

Another thing I read in a Brian Tracy book was the use of active listening skills. Which I already have cause of my improv background.

My active listening skills are used to understand my customers, co workers, as well as my bosses. It’s probably the best skill if you wanna appear down to earth and relatable to people.

Cause I always hear from new customers, “You’re a chill guy, Jamual“.

Or, “You’re not annoyin’“.

To me, the reason I hear that is because in sales books they say people gotta like you to make a sale. And that’s what I try to do. That’s probably the core of my “sales strategy” – don’t be annoyin’.

The only thing bout customer service jobs is that sometimes you get wild people. And you have to deal with their craziness. So, you need a immense amount of patience and like dealin’ with craziness. And your good.

I know when I’m older, like ten years older, I’m gonna look back on my experiences and really smile about the skills that I learned being a customer service professional.

Later,

— Jamual

P.S. I’m on twitter. It’s rockin over there!

Money’s the Root of all Evil! Or is it? A Look at Rich Dad — Poor Dad

I’m very interested in money. In, fact I love it just as much as I do lifting. Or African Black Soap. Or Improv. Or doing push – ups.

I’m the guy that has many coin jars filled with quarters, pennies, dimes, and nickels.

I worked every summer in high school. And I hold on to my money religiously into the fall and winter months.

I’ve cut a bunch of expenses such as Netflix and weekly haircuts. I do my own haircuts, now.

Basically, I’m a super saver. I love saving. I even save when I don’t have to. At All.

For example, my grandma gave me cash recently. Extra cash to which I can do anything with cause I literally had work in couple hours — where I’ll make more money. But instead of spending it on something silly like clothing I don’t need — I just it in a savings account.  It was kinda heart pumping. Intense. Fun.

I love socking away moolah in hopes that it will help me in the future. That’s all I need. A cushion. All I spend my dinero on is kombucha, African black soap, and spaghetti – pretty much. Wow, I sound like a boring poo poo head. But, man, that’s all I like.

Don’t like Jordans (anymore).

Don’t buy or play video games.

Sometimes I buy books.

Don’t buy music (who does?).

Don’t care ‘bout jewelry.

Don’t care ‘bout new shirts. All I wear is black shirts from H&M. And A-shirts. And black jeans. That’s it. I’m set.

I’m a simple man.

Maybe when I get older I’ll change it up a bit. But I don’t see that happening anytime soon. I really like those freaking black H & M shirts.

Anyway, this book is awesome. To me.

The author, Robert K gets a lotta slack for being too salesy. And kinda being an fraud. But some stuff that he says in his books — match what other successful people say.  So, he has to be doing something right, right?

These are just a couple point points that I’ve gathered from his book …

Number One —  Save 10% of your Income

I’ve seen lotta bloggers and personal gurus preach this. And you know what? I love, love, love it. This taps into my natural strengths in terms of finance.

I know how to delay instant gratification.

I may not be able to raise my income as well. (Basically learn how to sell more)

But I can save a good part of it. Which older Jamual will be thanking me for. I know it. Cause who couldn’t use a few extra dollars, you know?

I also love this saving stuff cause I make a sport outta it. Every week or so, I increase the amount I save. So sometimes I save 10% of my income. Sometimes 12%. Sometimes 13%.

You should see me run over to the bank — big ole smile on my face.  Whatever the amount is — I chuck it away for a later date. Then I can use that for …

Emergencies.

Business ideas.

Helping a family member or friend.

Splurge on special nice (probably never).

Saving is awesome for me. Cause trust me — I’ll rather have money saved than no money at all. I freaking know that feeling. And I like having moolah way, way, way better. It’s like a little a big pillow.

Number Two — Best Selling Writer

In chapter 6 — a big chapter for me — Robert talks bout a convo he had with a writer. Basically she asked how to be a best selling writer.

He said to study advertising and public relations, basically. I’m paraphrasing… The writer didn’t get it. She didn’t wanna sell the book. But she wanted to be a best selling author Sounds super crazy, right?

I’ve heard this a lot from artists.

I’m not a salesperson.

Selling’s tough.

It’s not about the money. It’s about the art.

All that is BS. And I can’t relate. Cause I love the dough. I have a appreciation for it. And always will.

Newsflash: Artists should be paid for their work.

Their just like everyone else. They did a job: created a something — a product, most likely. They should be paid.

Just like that Mcdonald’s employee. Or a boss at a firm. Everybody wants and needs money. And for a artist to blatantly disregard sales and marketing and finance  — cause it’s too hard — is not a smart move at all.

As we speak I looking up how the owner of McDonald’s – Ray Kroc – expanded the brand. The book is called The E – myth by Michael Gerber.

 Then I’m gonna amply to my life. Give some structure to it. That’s good for freaking self  development. You know how many YOLO through life. Then when their like 40s. They stop. And have a mid life crisis.

Trust me I know. I work at a bar.  Grown men and women that act like kids are wild, unhinged, and seem kinda lost. Why? I think cause they lack structure in life. They shoot from the hip way way to much. Maybe they should go work at McDonald’s — give ‘em some structure. Actual advice of Robert himself to help run a turn key franchise.

Hell, this selling stuff has even got me by the throat. Literally as I’m writing this, I’m looking up old sale letters like the Rolls Royce ad by the late great David Ogilvy.

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And writing them out by hand. Why? To understand copywriting — salesmanship in print. This method has been approved by many copywriters that make money.  And I do it a lot. Personally, writing them out by really changed the way I write other forms…

My emails/text are more short and to the point.

My creative writing (I’m a screenwriting major) moves quick as hell. It’s tighter. Nicely wrapped.

After writing ads, my writing has self awareness. Like I know someone’s gonna read this other than me. So, I focus on explaining stuff as simple as possible. Basically like Twitter.

Which leads to my other gripe ‘bout other writers. Alotta of their work is super selfish. Especially their creative writing. (Trust me I critique screenplays.) They’re only writing for themselves. They’re not thinking ‘bout the audience. At all.

When you write, man, write to one person. Say everything you wanna say to this person as if they were across from you from you. I do this with everything I write. Tweets. Short stories. Blog posts. Everything. Be less selfish. Please.

Okay, wow — I went in on this post.

Personally, I could write way more on this book. But you’ll be reading forever. So, I’ll stop here.

It’s a good book for a introduction to personal finance, business, personal development.

I’ll read those books too. And give thoughts on ‘em.

Till next time,

Jamual

P.S. If you wanna follow me on twitter — boom click this! Twitter’s fun!

Bye, bye

Why Trump Is Winning the Attention Game — The Wild Card of Politricks

I’m excited for this election. Way, way too much.

Why?

Cause politics is super boring. At least, to me.

But this election cycle has been super wild to say the least. And it’s all cause of one person…

Trump.

Now, say what you wanna say bout the policies. Or the crazy stuff that shoots out his mouth. The man can get a crowd excited. And come out to his rallies. Clinton? Nah, not at all. She’s boring as hell.

What does Trump do?

Well, after studying both candidates, I’ve noticed that he’s a firestarter. A wild card. A rebel in the political sphere. I’ve never seen a man like this ever. And as amateur “business student”. There’s a ton to learn ’bout marketing and personal branding and winning the attention game.

First off, it’s the language he uses. He speaks plainly. Like a copywriting ad. Or like a Ernest Hemingway book. Or a pulp novel from the 1940s. It’s very masculine. And makes him very, very easier to understand. Which can expand to the uneducated. And super educated. When I first heard him talk, I immediately knew exactly what he was doin’. It was something straight out of a copywriting/marketing/business handbook.

Hearing this made me flip out. Here was this super rich business guy, using techniques in a marketing book that I learned ’bout a couple months ago.

Me, as a broke student writer, freaked out. How is he doin’ this? Are these techniques that powerful? Well, I guess they are, cause he won the Republican nomination — pretty darn easily.

Next was his appearance. Look at this…

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American Personal Branding

… What does he look like to you? What does it remind you off?

Real American values? Sports? Beer? Truckers? Blue collar workers?

Boom!

That’s what his supporters — the majority — of them respond too. This character. This archetype. They’re people who don’t trust the government. And are affected by the lack of manufacturing jobs. With just one element, the hat, Trump has connected with millions of Americans.

In marketing, marketers know people respond to characters. And this is a character. From the shape of the suits to the hat, everything is a disguise to appeal to voters. This is pretty genius. I dunno if I’m the only person that notices it. No one in this election cycle has had stronger branding. Hilary is trying to do it with women. But it hasn’t been consistent. At All.

Next…

Trump has a wild mouth. And since he’s not a politician. He can use language in ways that regular politicians cannot. Imagine, boring Hilary saying the stuff he says. She’ll be crucified.

And this causes excitement. And keeps all the attention on him. Whether it’s good or bad. This is masterful marketing. He always refocuses it back on to him. If I had a real business, I would be studying this like crazy. Cause it’s super important.

Like Dan Kennedy said, ” Marketing is your business.

Cause without customers — your business dies. And without sales too (of course)…

… And here is he’s biggest thing…

… The man is super entertaining to watch. Which makes people think,”I gotta watch this guy. He’s gonna say some wild stuff.” At least that’s what happened to me.

Example was the first debate. Every time Hilary spoke, I tuned out. And it was hard to stay focused on her. Why? She speaks like dry politician. Boring stuff.

Trump? Heard every word. And laughed like crazy. Even hood guys around my house, were quoting that man. Yo! Hood guys don’t even care ’bout politics last time I checked.

And just so you know — I don’t like neither of ’em, politically. I’m an undecided.

But Trump is so hard to ignore that you get sucked in.

Wanna know what that is?

Strong branding.

Like Steve Jobs with people lining up and pitching tents to buy a phone with small upgrades.

Like Jordans where young black guys get shot for ’em.

Like McDonald’s with cheap good tasting food that gives you heart disease.

Strong branding creates die hard fans. That would defend you — no matter what. And keep you comin’ back for more.

This is what Trump has. And Hilary doesn’t.

Personally, I can’t wait for more debates. It’s been super entertaining. And I’m gonna be super sad when it’s over.

But I’ve learned a whole lot bout marketing that most people won’t even notice. Score for me! Make Writing Great Again!!! #MWGA! #JamualWrites

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American Branding — Again