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Entrepreneurs

Being in business means you’ll ALWAYS have to say you’re sorry.

September 19, 2011 by Mighty Casey Leave a Comment

sorry in the sand

sorry in the sandI don’t care what being in love means regarding saying you’re sorry. Personally, I think Erich Segal’s book sucks, but I digress.

If you’re in business – running one, managing one, working for one – you’re in the apology business. In fact, being human puts you in the apology business 24/7/365. And business always needs a good dose of human, particularly in the age of the 24-hour news cycle and the Facebook Fan Page wall post.

Not being human, and being willing to admit you made a mistake? #fail.

In a great post on INC.com, Tim Donnelly gives very solid tips on how to approach the brand apology when your business screws the pooch. His #1 tip: just say it. “I’m sorry.” Simple … so why is it so hard for a brand to do that?

I think the root cause of brand cluelessness is that businesses forget that they are, after all, human. They may own skyscrapers in cities around the world, but guess what? Those buildings are full of … people. Doing business with … people.

When your spouse, or your buddy, or your kid do something to hurt you or your feelings, they apologize. You do the same thing when you screw up. (If you don’t, let me know. I know some terrific divorce attorneys.) Same rules apply if you’re J.C. Penney, the example that Donnelly uses in his piece.

Be human, don’t be a brand-droid.

You don’t have to literally fall on your sword, or drape yourself in sackcloth and ashes (I still have random PTSD episodes from 12 years of Catholic education) to apologize. You don’t have to take responsibility for every goof since the beginning of your brand’s recorded history, either. Just say you’re sorry, and then you can move on.

If your factory releases a cloud of toxic gas that kills a few thousand people, you’ll have to do a little more than say “sorry” – just ask Union Carbide. Oh, right, you can’t ask them, because they never actually said they were sorry about poisoning Bhopal. Which explains why they WENT OUT OF BUSINESS.

See how powerful an apology could be? And how not issuing one might literally kill your business?

Use words that convey regret without taking responsibility for every hurt the offended party has ever suffered. Just saying “I’m sorry” can completely defuse a brand revolt. Couple that apology with a clear outline of how you plan to remedy the hurt: priceless. Really. Try it.

We all make mistakes. We’re human, that’s part of the journey. A business that recognizes its own humanity, and that of its customers, by making a sincere apology when they screw up will ultimately drive more loyalty for their brand than a business that’s 24/7 shiny-happy-people. ‘Cause shiny-happy will eventually fog up, or blow up. Trust me on that one.

Be human.

That’s my story, and I’m stickin’ to it …

Filed Under: Business, Crisis communications, Entrepreneurs, PR, Social media, Storytelling Tagged With: brand, branding, Business, casey quinlan, entrepreneurs, media, media relations, mighty casey media, PR, Social media, Storytelling

“Screw it, let’s do it.”

September 12, 2011 by Mighty Casey Leave a Comment

The headline on this post is the title of Richard Branson‘s business memoir. The full title: Screw It, Let’s Do It: Lessons in Life and Business. The link will take you to the book on Amazon, so you can just do it and buy the book.

I had the opportunity to literally see Branson in action on Friday, 9/9/11 at Richmond Unite’s #DSRPT11 conference right here in River City (Richmond VA), which also featured some other visionary thinkers who exhorted the crowd in attendance to get out of their business comfort zones and create some disruption.

Richard Branson has disrupted many industries: music, aviation, travel, mobile, broadband, just to name a few. He talked about his failures (Anybody here remember Virgin Cola? Yeah, me neither.), and was anxious to convey the message that his “screw it, let’s do it” rallying cry became even more important to him because of those failures. There is only do, or not do. There is no try. Thanks, Yoda.

The other big thinkers on the stage all shared the same ethos – look beyond what you perceive as your borders, whether those borders are physical, mental, geographical, or just imaginary. If you have an idea, chase it down and make it real. If you fail, get up and chase the next idea. Immobility is your only enemy.

One of the speakers, Harry Singer, said two things during his presentation that really stuck with me, and with other folks I talked to at #DSRPT11:

  • Don’t ask why, figure out how 
  • Don’t tell them what it is, tell them what it does

The first is something we should teach children from birth, and keep on teaching them and each other throughout our lives. The second is a titanium nugget if you’re in sales or marketing: what your product or service does for your customers is much more important than what it is. Communicate the doing rather than the being.

Kelly O’Keefe, a branding guru who’s also on the faculty of Virginia Commonwealth University’s Brandcenter – which is one of the top design schools in the world – spoke about the opportunities present in our current economic downturn to focus on social entrepreneurship. He talked a lot about Detroit – his home town – and the true crisis that city has been in since the Japanese started eating the lunch of Detroit’s Big 3 car makers. That crisis has deepened into a catastrophe as the global economy has imploded. Kelly said it was the outliers – the nerds, the artists, the revolutionaries – who were making a true difference in Detroit, and helping that city rise from its own ashes.

I too had the opportunity to take the stage.  I was to have eight minutes, and was invited to create a slide deck for it, which I did. My slice-o-time was to be during lunch. As will happen, the morning speakers ran long, and since Richard Branson was to take the stage at about 3:30pm, the time was to be made up during lunch come hell or high dudgeon. Each of us would have only TWO minutes, no slides. Two of the eight presenters dropped out because their presentations were so visual. The remaining four that weren’t me did what they did, some ran over.

I was always slated to be the last speaker. My topic was that patients need to seize control of healthcare, which is the only sane path to real and meaningful healthcare reform, no matter what your politics are. I knew I had to do two things: Keep it tight – I took the stage at 1:26pm, the afternoon session was starting ON TIME at 1:30pm – and, since there was a post-lunch food nap induction driven further snooze-ward by the fact that the attendees had been in their seats since 9:00am, WAKE ‘EM UP.

My attitude? Screw it, let’s do it.

Here’s the clip of my 1:48 on the platform, right at the end of the lunch break.Let me know what you think – I really DO want to know.

That’s my story, and I’m stickin’ to it …

Filed Under: Business, Entrepreneurs, Healthcare, Social media, Storytelling Tagged With: brand, branding, Business, casey quinlan, e-patients, entrepreneurs, health care, health care reform, Healthcare, mighty casey media, Storytelling, technology

#1 thing NOT to do on LinkedIn

August 29, 2011 by Mighty Casey Leave a Comment

linkedin-logo

linkedin-logoThe #1-with-a-bullet rule of social media, no matter what platform, is: be authentic. This does not mean that you should be an authentic idiot, however.

I had a troubling conversation on LinkedIn a few days ago, with someone who sent me a connection request. I’m a pretty open networker – my only rules are

  • Have a profile picture of your face, not a logo
  • Be a human, with a name, not a brand or a handle
  • Be able to answer the “how did I wind up on your LinkedIn radar?” question effectively
  • All three of those guarantee acceptance. Any one of them missing, “ignore”.

    So when a woman in my geographic zone sent me an invitation to connect, and had cleared the first 2 of the above rules, I pinged her with a “how” – and that’s where things got interesting. She told me that she was looking for a job, and a recruiter told her that she wouldn’t even get a look if she didn’t have at least 150 LinkedIn connections.

    In other words, the recruiter was basically telling her that she needed to gather up connections quickly. Which is, in my estimation, really rotten advice. I’m not against the idea of a dedicated campaign to make meaningful professional connection on LinkedIn, or any other social media network. I do, however, question a recruiter instructing a potential client to essentially spam her address book. That’s likely to get you the LinkedIn bitch-slap, which can be as painful as being kicked off LinkedIn, and at a minimum highly circumscribed on the invitation-to-connect front.

    Authentic connection takes time. I’ve been on LinkedIn since 2004, and my connection count of 1,000+ is a testament to my approach of authenticity. I don’t meet all my connections face-to-face – wish I could, since some of them are in Asia and Africa, meaning that meetings would satisfy my travel jones as well as my deepen-the-connection mantra. But I manage to keep tabs on the people I’m linked to, and have picked up both great business intel and actual booked business using my “authenticity” rules.

    If you’re a recruiter, or work in HR in any way, be aware of the rules you require those you work with to live by. Focus less on number of connections, and more on how meaningful a candidate’s connections are.

    Ragan.com, a must-read site for anyone interested in business storytelling, had a terrific post last week by Jure Klepic, 12 LinkedIn gaffes to avoid at all costs. It’s both funny and informative. Give it a read.

    That’s my story, and I’m stickin’  to it …

    Filed Under: Business, Entrepreneurs, PR, Social media Tagged With: branding, Business, casey quinlan, entrepreneurs, linkedin, personal branding, PR, Storytelling

    We’ve Come a Long Way, Baby (not)

    February 15, 2011 by Mighty Casey Leave a Comment

    In a piece on NPR’s All Things Considered on Valentine’s Day (irony is our favorite thing at Mighty Casey Media), it was revealed that women still lag behind men in pay equity, often leaving $1M or more on the table over an entire career due to their inability to negotiate pay raises.

    A complicating factor there is that, when women use the same negotiating tactics used by men in the same situation, they’re seen as “overly aggressive” – ouch. I admit to being both more in-your-face than most women, and to hearing accusations of “you’re too assertive” over the years as I navigate my own career, but are we still stuck in gender-norming territory?

    It seems that we are. When you’re looking for a job, or pitching business for your company, are you winding up in a pink ghetto? The only way to tell is to look at your win category: raises successfully won, business pitched and landed. If women are to get out of the girl ghetto, what’s the fast-track to getting what we deserve?

    There are some great suggestions in the story. First, bartender Trudie Olsen-Curtis did get what she wanted: a raise. She did her research, and then made her pitch in a way that kept the conversation, and the negotiation, on track. Second, experts advise that the strongest negotiation tactic is…silence. Clearly state your case, and then look across the table. Nature, and negotiation conversations, abhor a vacuum – you’ll get a response. And then the game is on.

    Girl Scout Win-Win patchLike all good stories, the piece saved the best for last – the Girl Scouts have created a new badge called Win/Win, and it’s all about negotiating for what you want: a raise in allowance, money for a school trip, a later curfew, et al. It’s simple and effective, and gives me lots of hope for the next generation of women in business.

    If you run a company or are in HR, ask yourself honestly if you’re using different criteria for men & women when negotiating raises or contracts. Think about your attitudes and expectations, about what your reactions would be to the same pitch from a man and from a woman. Make an effort to learn from that internal inventory, and to teach others the same lesson.

    That’s my story, and I’m stickin’ to it…

    Filed Under: Business, Entrepreneurs, Media commentary, Politics, Storytelling, Women in Business

    Etsy: When Grassroots Burst Into Flame

    January 9, 2011 by Mighty Casey Leave a Comment

    Etsy, the site that lets producers and consumers of all sorts of stuff buy and sell directly to their customers, has a terrific little business model. Talented folks from around the world can sell their arts, and crafts, without having to go thru a middleman: retail stores.

    That said, not every item on Etsy is worth buying. Same goes for Ebay. And even Saks, for that matter. But I digress.

    Etsy is now in a storm of controversy due to greeting cards. Yep, greeting cards. If you haven’t seen any of the cards that have sparked this storm, count  yourself lucky. Poor taste is the highest level they achieve, and then they slide downhill from there. Taking cracks at folks with Down Syndrome, or survivors of rape,  or people with breast cancer? Not exactly humor than can effectively prevent death threats.

    The problem for Etsy? As a Web 2.0 enterprise, they completely missed the boat on responding to people – buyers, sellers, CUSTOMERS – who objected to the content of these cards, and asked to have them removed. The objectors went where we all go when we want to say – right now, in public – what’s on our minds: Facebook and Twitter.

    Etsy’s response: “Don’t ruin our shiny happy place. Email us at idiots [at] etsy.com.” And they deleted – and continue to delete – the posts on their Facebook wall that  objected to the cards.

    The result? A petition on the Social Action 2.0 community Change.Org:

    Petitions by Change.org|Start a Petition »

    Taking a company’s message online with social media means that you’re encouraging two-way communication. If your customers choose to talk to you via the social media platforms you create for your brand means that you have to respond – meaningfully – on those same platforms. Whether what you’re hearing from them is “Shiny Happy People” or “Burning Down the House.”

    Etsy is now becoming a meme for social media clueless-ness. Which is particularly ironic, since they’re essentially a marketplace driven by social connection.

    The lesson here is for any company, large or small, who plants their flag using social media has to make it a real campfire, where conversations happen. Not a bonfire, where the flames can grow too hot, too fast, if not tended to – where Etsy finds itself today. They attempted to control the conversation the way the Red Queen did in Alice in Wonderland: “off with her head!” Don’t listen, just cut off discussion.

    They’re seeing in real time what the after-effects are of using that approach. Whether they’re learning is still to be determined.

    That’s my story, and I’m stickin’ to it…

    Filed Under: Business, Crisis communications, Entrepreneurs, Media commentary, PR, Social media, Storytelling

    The Story on Richmond’s Entrepreneurs

    June 5, 2009 by Mighty Casey 1 Comment

    Entrepreneurship is alive and well in Richmond, VA – you’d know that already if you were at the Venture Forum’s Entrepeneur Fair today @ Capital One Town Center. Rich Reinecke, President of the Forum and founder of Career Quest, led the charge on making the Fair a really stellar event.

    Of course there were sponsors – we all owe a debt of deep thanks to the Better Business Bureau, The Greater Richmond Partnership, the VA Council of CEOs, RichmondBizSense.com, CBS6/WTVR Digital Media, BluTiger, Cherry Bekaert Holland, FranNet, LeClairRyan, Mitchell Wiggins & Co., Strategy by Design, and the VA Biosciences Development Center, because without their support, and that of Capital One, the event wouldn’t have been nearly as successful (and it was luxurious, too).

    Where the action really was, though, was in the great speed networking session facilitated by Ignite Speed Networking‘s Mike Ogilvie, and the buffet of breakout sessions where budding, and established, business owners could learn from entrepreneurs who’ve been there, done that, and have the t-shirt (and hard lessons learned) to prove it.

    Advice was available on:

    • buying a business
    • pitching your idea
    • how to transition from the corporate world to entrepreneurship
    • why entrepreneurship makes sense (you can control your destiny!)
    • what pitfalls to avoid

    The Fair wrapped up with a panel of successful entrepreneurs, led by Steve Kimball of Tuscan Advisors. He made a very powerful statement that resonated with everyone in the room, and bears repeating here: Entrepreneurs are America’s competitive advantage.

    How true – and cool – is that?

    This is why I tell the  job-seekers I talk to that they want to consider realigning their thinking: don’t think J-O-B, think B-I-Z.

    If you’ve got an idea, there’s no time like the present. A down economy can be a great time to bring that idea to market – just ask the folks who started Cisco back in ’87, on the heels of an epic market crash.

    Think of your startup idea as a personal stimulus package.

    That’s my story and I’m stickin’ to it….

    Filed Under: Business, Entrepreneurs, Storytelling Tagged With: entrepreneurs, mighty casey media, richmond, start-ups, venture capital, venture forum

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