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

Simple An’ Easy – The Best Way To Market Yourself

Lately, I’ve been studyin’ marketin’.  Besides my fitness/ health.

And been expertmentin’ with Twitter. And this blog to communicate my own ideas.

Also – I have a couple of acticles bout Nike and The Black Card. As well the new American President’s marketin’ methods.

Basically, to me – marketn’ is the unique way to get your message out. And with the Internet, you can get the message usin’ many, many different ways.

Twitter, blogs (wordpress, medium), Snaphat, Youtube, Linkedin are just some a few.

Social media/ Internet marketin’ has leveled the playin’ field different for biz owners, entertainers, and even amateur business like students – like me. Where we can try stuff out for free without buyin’ ad space.

So, with my understandin’ of marketin’ – I look out for really, really good marketers too. I watch super popular Youtube videos and think – why are these more popular than others?

Or.

A super viral tweet.

Or.

Trendin’ topics on Twitter. Or on Youtube.

A lot of times that leads to music videos that are really popular on Youtube.

Like this one –

It has 118 million views on Youtube. Holy Moly!

There’s also this one – that I personally like – which has 70 millions views –

Then the granddaddy of Promoters right now – DJ Khaled –

He’s clockin’ in at 107 views.

Crazy – crazy.

I also read DJ Khaled’s book – The Keys. And – I gotta say – it’s pretty funny. And it’s full of he’s lil’ catch phrases. And is extremely easy to read.

He uses words like “Keys” Fan Luv” “We the Best.

And expands on what they mean in each chapter.

Now, you might be thinkin’ – “This is stupid. DJ Khaled is a  dumb DJ. Who does nothin‘.”

But you’re wrong – have you seen him on Snapchat? Or instagram?

He’s a master marketer/ promoter.

And he’s hilarious.

Basically, what’s doin’ is spreadin’ his message through his catchphrases. Which are simple an’ easy to understand.

President Trump does this like crazy.

Simple an’ easy words stick in your head longer.

You probably can remember a whole lot of things Trump has said over the last 3 years. But not Hilary.

Simple an’ easy is reason why.

That’s how you communcate.

Simple. Short. Concise.

Hemingway knew it. Did it. And the rule still remains today.

Do it. You won’t be disappointed.

Later,

Jamual

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

My Marketin’ Strategy (Empathy – based)

Marketin’ and Advertisin’ are old games. Ever since the dawn of man, we’ve used ways to divert our desired person attention so that we can persuade them.

Cause, to me, that’s what marketin’ is.

You – as a marketer/salesman – follow what people are doin’ and you respond to it by givin’ ’em what they want. To the T.

All your favorites companies do it.

Apple.

Google.

Nike.

All of ’em. Some do it better than others, but that’s business, right?

I even do it at my job.

For example, my customers always point out that they like a certain type of gum. Or that they would like a mirror in the bathroom (remember I’m a bathroom guy).

So, what do I do?

I respond to their requests.

I buy tons of gum. And a mirror too.

I satisfiy their wants. And they tip me for it.  That to me is what marketin’ is.

Figure out what the person wants. And give it to ’em. Usin’ empathy.

I call it a customer first marketin’ strategy. Cause without the customer – you don’t make no moolah. At all.

This video by Gary V is the basis of all my “marketin’ strategy.”

My head exploded when I saw this.

Knowin’ your customer is the biggest thing that has helped make tips in the restaurant/bar industry. And is somethin’ I’m gonna take into other industries as well.

I know my customers. I remember lil’ details that they tell me.

What job they do?

Do they have a job?

Previous job?

Why did come to bar? Just to get drunk. Or to get girls? Or to chill?

What is it? What’s their goals?

So, I’ve read stuff like this in other direct response marketin’ books like the Dan Kennedy No B.S. series.

But I didn’t understand it till I used my active listenin’ skills to understand other people. Cause that’s how I interact. I focus all my attention on the person – tryin’ to figure ’em out. And try to give to ’em want they want.

The second chapter of Dale Carnegie’s How to Win Friends and Influence People – says, “The only way I can get you to do anything is by giving you what you want.” 

That is the foundation of my salesmanship.

Hell, our next President has done it extremely well.

He heard the voices of Middle class Americans that lost their factory jobs due to bad trade agreements. And used that passion to win that Presidency. Amongst other factors too.

All he did was listen to main concerns of voters (economics – jobs) and spoke ’bout it.

He gave ’em what they want.

This strategy has helped me up to this point too. It’s powerful…

… So in closin’ – just remember …

… It’s always the customer first!

Peace,

Jamual

 

Black Card – The Essence Of Cool

We all have favorite brands, don’t we?

Nike.

Apple.

Coke.

Facebook.

Brands are all around us. Talkin’ to us. Persuadin’ us to buy their products.

Pushin’ commercials, emails, and pictures in our faces.

It’s the way it is. Marketin’ and advertisin’ is huge. Controls the world.

Hell, our latest President used basic Marketin’ techniques to win the Presidency.

For example, look at these three examples that I pointed out on twitter…

Now, for me, my favorite type of brands are luxury brands and motivational brands.

Nike is a motivational brand. And other fitness brands too.

So is Eric Thomas. And Tony Ribbons.

Anythin’ that wants you to get up. And get goin’ is a strong motivational brand.

Those brands gives me a nice burst of energy.

For example, after watchin’ Eric Thomas, I feel inspired to go out and kill the day.

He has a awesome ability to take his passion. And transfer it to another person. Even through video or a podcast.

My second favorite type of brand are luxury brands. You know, Ferrari,  Louis Vutton, Rolls Royce, Rolex, the Trump Tower, etc.

I like those brands a lot cause they represent coolness. Makes you feel like your on top of the world.

For example, if I bought you a Rolex watch, and you wore it around, you would feel awesome.

You would feel high priced. High valued.

That’s how these brands get you to buy.

By makin’ you feel cool.

So, the latest commercial I’ve seen is pretty cool.

It’s for the Black Card. Which is a credit card for only high income earners.

The ad is cool cause they use the color black. Which psychologically represents mystery, and seductiveness.

They also have the actor in a light leather jacket and a motorcycle.

Why?

Cause leather jackets and motorcycles are cool!

The background music cool too. Makes the world comes alive.

Also, we see the actor drive to a super nice restaurant. And meet up with other people who are probably as rich and powerful as he is.

This short 30 second story showcases why I love luxury brands.

It taps into human wants of being accepted by others.

And taps into a human want of status.

When humans get status, they feel better ’bout themselves.

This is the essence of luxury brands. Or what I like to call ’em – The Cool Brands…

You can watch the Black Card commercial below.

Nike Can Motivate You With A Few Words And A Black Screen!

I love ads. It’s an industry that I’ve thinkin’ bout for 4 years now. Ever since I found out ’bout copywriting, I’ve keep one ear to the advertising world.

When I ride NYC trains or walks the streets – I always take note of the fun ads all around town.

Like this one…

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… Funny, huh?

That’s awesome.

And that’s all over town. NYC is super duper ad town!

So, the latest ad that I really like is a recent one by Nike. Which is a huge company known for their motivational branding. They can get you gettin’ up. And goin’. Like Tony Robbins or someone like that.

Nike zeros in on your emotions perfectly. They’re not sellin’ shoes, shirts, shorts or other commodities. They’re sellin’ you a feelin’.

Raw and real.

After you watch a Nike commercial, you’re pumped up and feel like you can take over the darn world!

You wanna climb mountains, wrestle bears, or shoot some guns!

This is my favorite type of advertisin’ cause it’s so infectious. So rare. So inspirin’.

That’s the feelin’ I get when I watch this ad below.

It makes me wanna go grab life. And seize it by the lungs. And choke it out.

Ummm, thats a lil’ too graphic, right?

Sorry, the ad has got me fired up!

You can watch it below.

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