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2014-11-30 11.58.04Wal-Mart has the message to the left on its gas pumps. Assuming it’s all true, you may at first think that it’s not exactly a friendly, customer-centric message.

On the other hand, as an honest customer who is very interested in saving money, which can only be accomplished if Wal-Mart keeps its costs under control, you may realize the message isn’t aimed at you but at those disreputable folks who try to cheat the system, so you may find yourself applauding it.

The last bullet point, “This action is necessary to help keep our prices low and protect our customers” kind of says it all, doesn’t it?





Comments Off on It’s OK to be a jerk (If you’ve got the right reason)…

Have you noticed how many brands have not-so-subtly ripped off Chick-fil-A’s very friendly way of using the words “My pleasure…” when dealing with customers? If you’ve visited Chick-fil-A you know what I’m talking about. If you’ve never been to Chick-fil-A, you don’t know what you’re missing!

So anyhow, yes, I’ll avoid naming names, but more and more brands are, shall we say, “borrowing” that line and trying to use it in their day-to-day interactions with customers. I don’t know about you, but every time I hear someone other than Chick-Fil-A use those hallowed words in a business situation, I feel like shaking my head because in my mind, those words are the trademark of Chick-Fil-A.

And that’s kind of the point…

If you have any success at all, you can bet you’ll attract competitors. Some of those competitors will even be so brazen as to steal some of your original ideas. In some cases, you’re going to want to fight them tooth and nail as is within your legal right to do in order to protect your assets. In other instances, if you’ve truly built the kind of loyalty with your customers I’ll bet you have, you can just let your competitors make fools of themselves.

In fact, don’t be surprised if your customers use the many digital platforms they now have available to come to your rescue and call out your competitors.

After all, they may steal the words, but your customers will know you still have the music!


Comments Off on It’s OK if your competitors steal the words (As long as you keep the music…)

billboard Before we get too far down the road in 2015 (if your new year is like mine, it’s already a whirlwind), let me say THANK YOU for a great 2014. To get to make my living in a profession I love is a blessing that I hope I never take for granted, and if I do, I hope you’ll let me know!

As always, thank you also for welcoming me into your e-mail inbox and RSS feed readers each week, and I look forward to serving you in years to come.

Nobody knows exactly what 2015 has in store (just like nobody ever knows what any year has in store), but here’s to our future together!

Comments Off on Thanks for a great year, team!