TOFU WRAPPED BACON...BE THE BRAND

“Clean Comedian for corporate, government, or personal events. Contact me for rates and availability.” That’s what the post said on the professional speakers and entertainers group that I am a part of on Linkedin. I was intrigued, not because I am looking for a corporate comic, but because I wanted to see the face of the person who would break etiquette and blatantly advertise 

bacon wrapped tofu

on Linkedin. I googled the name and found a youtube clip of a comedy show that he did a couple of years ago. “Clean Comedian” is how this person branded himself and 28 seconds into his act, he dropped the F Bomb. THE F BOMB! Now don’t get me wrong, I am not easily offended by profanity as long as it’s not around my kids, but I AM offended by a misleading branding statement. If you say your book is a best seller, you'd better not mean within your mother’s bible study. If you say you are the toughest man in the world, there had better be a line of broken and battered bodies littering your wake, and if you say you are a clean comedian then you’d better not drop the F bomb. If I were to have a conversation with this gentleman and express my opinion he would probably tell me that he modifies his language based on the event, or he may just tell me to ‘F’ OFF. I would then tell him “you can’t call yourself a vegeterian and have your tofu wrapped in bacon”. Unlike in years past, we no longer have control over our brand. Major companies such as Nike, Apple, and McDonalds spend millions of dollars on creating a branding statement which is nothing more than four or five words that come to mind when you hear a product name. Nike=swoosh, sports, running, football. Apple= Mac, sleek, fast, elite. McDonalds = easy, tasty, kids, cheap. For years, corporations were able to control their brand with advertisments and commercials. This is no longer the case. Thanks to social media and youtube, the control of our brand has transferred to the consumer. If I receive bad customer service, I tell my online community. If I do it in a funny or interesting way then it will ripple into their communities. Videos of me speaking and performing are all over Youtube and Vimeo. Some were put up by me and some by others. Because the internet provides immediate access into our brand, there is a transparency between us and the customer that has never before existed.  The best way for us to promote and protect our brand is to simply…BE THE BRAND. 

Painting HiSTORY

Staring at the painting of the two Japanese women hanging in my mother’s house, I realize that I have stared at that picture my whole life. I first remember it on a wall in my grandparents’ house beside the upright piano that my grandfather loved to play, especially after a scotch on the rocks had loosened his fingers. Surrounded by southwestern art, a shadow box of arrow heads, and a painting of a running mule deer, I didn’t understand how out of place the painting of the two Japanese women was. I just knew that it was always there and had come to represent the dependable, unchanging, stability that tends to only be found at your grandparents’ house.

As a child, I always knew that my grandfather had fought in World War II, but his service had been somewhat marginalized in my young mind by what I saw in old movies and what little he told me about his experience. To me, WWII was a bunch of white guys wearing green or khaki uniforms with shirts tucked in and hair perfectly combed with a part down the side.  I also presumed that most of it was fought in black and white. Like my hundreds of plastic army men, no-one actually got hurt and everyone got to go home for dinner. It wasn’t until I had left my teenage years behind that I actually learned the truth about World War II and the truth about the painting.

If you study the painting in my mothers house, you may think it is good. You may even think it is really good despite the simplicity of the subjects. How much would you pay for a good painting? two hundred dollars, five hundred dollars, a thousand dollars? If you were to compare it to a similar painting, you may decide that it  doesn’t measure up. You may even begin to notice the rudimentary flaws in the design, the unproportioned features of the subjects, and perhaps the fallability of the artist. You may decide that it isn’t worth a lot of money until you hear, as Paul Harvey used to say,”the rest of the story”.

My Grandfather was an engineer in the Army Air Corps during World War II. He built runways and buildings on Okinawa. One of his responsibilities was to oversee Japanese POWs. We have all heard the horror stories of how the American POWs in the South Pacific were treated. I’ve learned that, as a whole, Americans were much kinder and humane to POWs than their Japanese counterparts and my grandfather was no different. Although efficient and strict, he treated the POWs he supervised with kindness and respect. He allowed no ill treatment on his watch. As a matter of fact, because of the humane treatment that the Japanese POWs received under my grandfather, they viewed him with respect. I was told that the Japanese soldiers would put on theatrical productions and invite him and his officers to attend. They would clear the front row to provide them a place to sit. When my grandfather was due to return to the States, he bid farewell to many of the Japanese POWs that he had come to know, and in some cases like. It was then that he was unexpectedly presented with a gift.

You may look at the painting of the two Japanese women hanging on the wall in my mothers house and think it is good. You may even decide you would pay two hundred dollars, five hundred or even a thousand dollars for such a painting. The value of the painting, however, may change in your mind if you knew that in 1945, a Japanese prisoner of war painted two Japanese women on a United States Army issued bed sheet using paints that he made with materials that he found in and around an Okinawan POW camp. He would then present the painting to my grandfather as a token of appreciation for the kindness bestowed upon he and his comrades by their captor. How about now? A million dollars, two million? How much would someone pay for a painting with the history of the one on my mother’s wall ? That is a question that will never be answered because the painting will never be sold.

Beauty is in the eye of the beholder. Value is in the eye of the buyer. Long term relationships are created when value is provided. We routinely pay $4.00 for a cup of Starbucks Coffee, not because it tastes better than the coffee sold in the gas station or at McDonalds, but rather because of the context in which it is delivered. Why do people pay hundreds of dollars more for front row seats at a Broadway show or rock concert? CONTEXT! Creating an extraordinary customer experience is not simply about providing quality goods and services. It is about providing those goods and services within the context of:

1.     FRIENDSHIP- People will buy from friends first.

2.     TRUST- When your goal is to provide value rather than simply closing a sale then you establish trust.

3.     CONVENIENCE- Is it easy to do business with you? your customers will tell you.

4.     EMPATHY-  People want to buy from those who genuinely care about their  challenges and problems. When you care, you become a guide to the solution.

Whether you are in sales, management, education or an entrepreneur, the product, service, or message that we provide, is only as powerful as the person behind the product and the context in which it is delivered.

CAN YOU EAT YOUR OWN CRAWFISH?... Leadership with a kick

As a student at the University of Southern Mississippi, I began a love affair that has endured throughout the better part of two decades. No, the affair of which I speak was not with one of the beautiful southern belles that make up 60 percent of the student body, but rather with a dirty, disgusting looking, beady eyed little creature called the crawfish. Until I ventured onto the USM campus in the early nineteen nineties, the only crawfish I had ever seen had been in the creek behind my parents house and the thought of actually putting it in my mouth never crossed my mind. Imagine my surprise and trepidation when I was invited to a fraternity party only to find rows of tables covered in newspaper with piles of red, steaming, crawfish waiting to be devoured. As the Zydeco band played in the background, one of of my buddies showed me how to pinch the head off of the little lobsterlike creature, peel back the first layer of shell on the tail and pull the meat out with my teeth. I was hooked. It was the most wonderful tasting food I had ever eaten. It even made the beer taste better. I later learned that for generations of louisianians and Southern Mississipians, crawfish is social fare in the same way that chili is for Texans, clams are for New Englanders, and fried catfish is for my native Alabamians. I also learned that they take pride in the spiciness of their crawfish. Cayenne pepper is the predominate seasoning for boiled crawfish, and for many daring souls, the hotter the better. When crawfish season was approaching, arguments would begin to float around the halls of the ATO house as my fraternity brothers would boast about who made the spiciest crawfish. When I later observed one of my drunken brethren writhing on the ground in pain, wiping his tongue after sampling a crawfish boiled in his personal blend of spice, I decided that it takes no great skill to dump heaps of cayenne pepper into a pot of boiling water. The real test is can you eat your own crawfish?

Not long ago I gave four speeches for a major utility company in Tennessee. After the event, I was chatting with the meeting planner who told me of a negative experience they had with a previous speaker. I was told that he was really good, highly energetic and well liked by the audience. He talked about not letting the little things get you down and negatively impact your attitude. She said it was well received until the second day when he arrived complaining about his hotel room, the noise next door, and the food, among other things. This is a speaker who talks about not letting the little things impact your attitude and all he was doing was complaining about the little things. My contact said that she and her staff were put off because this person obviously did not practice what he was paid to preach.  This guy didn’t eat his own crawfish.

Are you a good ambassador of your message? Do you preach customer service but don’t promptly return phone calls? do you promote positive attitude but curse out waiters? Do you talk about teamwork but reject input? Do you encourage donating but don’t give back in your community? The most successful leaders tend to be the ones whose behavior becomes the model for excellence.  Simply said…they eat their own crawfish.

THREE INGREDIENTS FOR KILLER CRAWFISH…THAT YOU CAN EAT:

1. A TABLESPOON OF TRUTH: If you can’t take the heat…don’t make it so hot. Too many times we will promise anything to close the sale or pacify the customer. If you can’t deliver on what you promise, then don’t promise so much. You will always be judged on the margin by which you fail to deliver…and rightly so.

2. A DASH OF OVERDELIVERY: Don’t just do what you say you are going to do…OVERDO. The cajuns have a word, LAGNIAPPE, which means “a little bit extra”. The difference between good and great is found in the lagniappe.

3. A HEAPING HELPING OF ATMOSPHERE.  "Laissez les bons temps rouler- let the good times roll” The best way to enjoy crawfish is in a group of people who are drinking beer, dancing, and having a great time. What kind of atmosphere are you creating? People want to buy from, learn from, work with, and do business with those whom they enjoy being around. If you are not reaching your goals, then look at the messenger. 



 Patrick Henry is a professional speaker who shows audiences how to create extraordinary customer, client, and coworker experiences. He is what happens when keynotes, comedy, and concerts...collide ! Please visit his website at www.PatrickHenrySpeaker.com

No "P" in Customer Service

I used the “S” word in front of my children today.  Yes… the “S” word. The expletive of all expletives, and I said it in front of my babies.  I actually hadn’t even noticed that the word had passed my lips until my four year old admonished me in the car on the way home from the movie theatre. I admit it, I said it…. but that woman really was STUPID !!.

I had just taken my two boys to see The Tooth Fairy with Duane “The Rock” Johnson, and we stopped off at a Hallmark Store to buy a card for a friend who has just had a huge event happen in his life. I am typically not a card buyer, but this was a special occasion so I didn’t just want to pick one up from the grocery store, I wanted to go out of my way to buy from a specialist.

We walked into the Hallmark store and were directed to the Congratulations cards where I perused the various choices. My four year old began tugging on my coat and informed me that he had to use the bathroom…again. After being dragged out of the movie twice I was a little tired of his bathroom breaks so I told him to hold it. I chose a card and walked to the counter to pay. As I waited in line, I noticed that tears had formed in his eyes and realized that he really had to go so I asked the lady behind the counter where the restroom was.  She informed me that they didn’t have one.  You and I both know they have a restroom, so what she meant to say was they didn’t have one for customers. As my son began to cry, I looked at her with a “can you help me” look and she shrugged her shoulders with half hearted empathy and said, “It’s our policy”. I am not one to give customer service lessons at point of purchase, So I held my tongue (no small task) and left with my children.  It was on the way home that I was admonished for the “S” word.

We all have poor customer service stories that we enjoy telling when the conversation calls for it. The fact that I will never shop at the Hallmark Store in Alamance Crossings is no real “AHA” moment. As I contemplate my experience, I would have to say the lesson is this… Mess with me you lose my business. Mess with my kid you gain an enemy.  The sales woman at the Hallmark store in Alamance Crossing, Burlington, North Carolina :-) let policy override common sense and compassion. Had she chosen to ignore “policy” and helped my child and me she would have created a fan. Fans are loyal. Fans will go out of their way to spend money. Fans don’t shop alone.  She chose not to and as a result, not only destroyed a consumer relationship, she created an adversary who will take any and every opportunity to steer people away from her card store. He may even write an article about his experience that is distributed to hundreds of thousands of people.

Patrick Henry is a songwriter, author, and speaker, who shows clients how to create distinction in the market place and
 blow away the competition with the four keys to becoming a “ROCKSTAR IN A ROOM FULL OF KARAOKE SINGERS”. Patrick’s entertaining programs show audiences what happens when Keynotes, Comedy, and Concerts Collide. For more information go to www.patrickhenryspeaker.com

IT’S CALLED A SPEECH

I don’t much care for awards shows. Every now and then, however, I will see someone who impresses or even inspires me, like when Cuba Gooding Jr. won an Oscar for his role in Jerry Mcguire or when Roberto Benigni won an Oscar in 1998 for Life is Beautiful.  For the most part I see a room full of people who haven’t had a job in months who are just happy to be dressed up and out of the house.

My wife enjoys awards shows, so when the Screen Actors Guild Awards aired on January 23^rd…we watched it. I was actually quite impressed with Sandra Bullock and especially Betty White who hails back to an era where class and decorum were the order of the day. I was completely underwhelmed by Drew Barrymore. When the award for best actress in a television movie or miniseries was announced, Drew Barrymore’s name was called. She gave the customary “oh my God I can’t believe it’s me” look to her fellow aisle mates then made the triumphant march to the stage to accept her prize. This is where the wheels came off !!!!

I am a professional speaker. I believe that a person’s ability to effectively communicate thoughts, ideas, and gratitude is paramount in fomenting success regardless of profession. Apparently Drew Barrymore doesn’t think so. As she accepted her award, she began to stutter and stumble over her words in a cutesy and contrived display of ums & ands.  When the awkward moment began to turn uncomfortable, she said “usually improv is a good thing….it’s backfiring on me very badly right now”. I have news for you Drew, IT’S NOT IMPROV….IT’S A SPEECH !!!!.  Considering that you have been in the movie business since before ET phoned home, it is a speech that you should have been prepared for!!!!!!

In a matter of seconds she went, in my eyes, from brilliant to buffoon, from star to stammer, from “bless my stars” to “bless her heart”, all because she was painfully unprepared.

There are certain moments where the right words delivered with eloquence, passion and skill can create, what my friend Scott Mckain calls, a mountain top experience. In sales, these moments happen EVERYDAY. Are you prepared? Have you developed the skill and “material” to inspire people to action?

Three ways to prepare for your awards speech:

COLLECT MATERIAL.

Continually be on the lookout for real life experiences, stories, and anecdotes that can be recalled and delivered with dexterity at a moments notice.  Become an expert in your field and your client’s by reading books, articles and web copy about topics that relate to the field.  Keep a file.


LISTEN TO GREAT SPEAKERS

      Never miss an opportunity to listen to great speakers speak. Don’t steal their material, take note of their style and technique then create your own.
    
PRACTICE

      As good as you think you are, YOU’RE NOT!!!.  I don’t care how many successful wedding toasts you’ve given. Until you’ve delivered a thousand speeches or presentations, you still have room for improvement. Even then, you still can find ways to become better. JOIN TOASTMASTERS…NOW!

The Ballad of Rusty The Roofer

Sitting in the living room of “Yellow House”, watching water drip from four different leaks in the ceiling, I decided that it was time to fix the roof. Yellow House was a rental property in Nashville that I shared with my two beautiful female roommates years ago who, despite my best efforts, still thought of me as a buddy.

After receiving a number of estimates, a guy pulled up unannounced one afternoon in a white van and said “wud up?” Enter Rusty the Roofer. Rusty was a red faced, red headed, redneck who offered to repair my roof for half of what the other roofers would. In my naiveté’ I hired him on the spot. The events that transpired over the next week taught me two things, 1. In the words of Ronald Reagan “trust but verify”, and 2. Never do business with a guy in a white van.

On the first day, Rusty and his crew came out and took all of the shingles off of the house. I had to later apologize to my female neighbors for the cat-calls that were being lobbed from my roof like grapefruit. Taking shingles off of a roof does not require exorbitant amounts of brain matter.  Putting new shingles on, however, requires a bit more skill, but in order to apply that skill one must be present. When Rusty was ready to leave for the day at the crack of two, he told me that he would return the following morning at 9:00 am. I assured him I would be waiting. The next morning, nine o’clock came, nine o’clock went and I was left standing on my porch underneath my naked roof growing agitated. Rusty finally showed up at 10:30 and apologized for his tardiness. I told him that I was planning my workday around his start time so I insisted that he be on time. The following day at 9:00 am, I am standing on my porch waiting for Rusty to show up only to be stood up yet again. When he rolled into my driveway at eleven o’clock, I was hot. I said “Rusty, when you tell me that you are going to arrive at nine….I EXPECT YOU TO BE THERE !!!!! When you don’t arrive until eleven you screw up my whole day.” Rusty looked at me and said “Patrick you’re right. But I have a good excuse. Last night I was out at a bar and met a woman who is doctor from Vanderbilt Medical Center and we [Partied] all night long.” I looked at him with an incredulous look on my face and said “Rusty, don’t take this the wrong way, but you don’t look like the type of guy who [parties] with doctors from Vanderbilt.” He chuckled and said “you’re right, but last night I had it going on, I was looking sharp…. I HAD ALL MY GOLD ON”

I guess I underestimated the seductive charms of a herring bone chain and a nugget pinky ring. I told him that doing business with him was becoming more trouble than it was worth and he looked me in the eye and said “Patrick, you have to admit that 90% of the time, I do exactly what I say I am going to do”.  There ends the ballad of Rusty the roofer.

Like with Rusty, customers judge a vendor or service provider by the 10% of the time their expectations are not met. Here are three ways to turn prospects into clients, clients into fans, and avoid becoming a “Rusty the Roofer”.

1.    1.     DO WHAT YOU SAY YOU ARE GOING TO DO.

Become known as a person of your word. This establishes trust.
Trust enables friendship.“People want to do business with their friends”  (Jeffrey Gitomer)

2.         2.  UNDERpromise and OVERdeliver.

           Too many times we are tempted to say anything to close the sale.
           When you close the 10% margin of error you become a resource
            who provides value. Value creates loyalty.

3.        3.   BE PROFESSIONAL.

           Professional standards of communication and dress have relaxed
           over the last decade. Become known for superseding the standard.

Fatback and Gefilte Fish

I am a Southerner. I am not a confederate flag waving “if the South would’ve won, we’d have had it made” Southerner, but I am proud to be from the South. I grew up in Alabama, went to college in Mississippi, and my roots are known to show from time to time. Not many of my friends, however, know that I was born in Silver Spring, Maryland.

For the first four years of my life, my father was a lobbyist in Washington, DC, and we were the only non-Jewish family living in an all-Jewish neighborhood. From an early age this Southern Baptist Alabama boy developed a taste for Jewish cuisine. Lox, bagels, chopped liver, and gefilte fish were common fare when I was playing with the Lieberman or the Rosenthal kids.

Years later, when I was living in Nashville, Tennessee, as a single musician, I befriended an older Jewish woman who lived in a small house in my neighborhood in Hillsboro Village. I was finishing a jog one afternoon and as I passed her house, I noticed that she was trying to mow her lawn and seemed to be having trouble. I stopped and introduced myself, and then offered to finish the job for her. After mowing her yard, she invited me into her home for lemonade. We talked for a while and she shared with me pictures of her children, grandchildren and even a picture of her ex-husband --  “May God rest his soul….soon” (her words). On her mantle was displayed a beautiful menorah so I told her of my early years in the all-Jewish neighborhood outside of Washington D.C. She said we were the “token gentiles”. We came to an agreement on that day. I would mow her yard in exchange for her homemade chopped liver. Music City had never seen such a deal and probably never will again.

I’ll never forget the advice Mrs. Frank gave me one afternoon over lemonade. She said  “Bubbulah, it is just as easy to marry smart and beautiful as it is to marry dumb and plain”. I married a smart and beautiful woman and I thank God every day that my wife never met Mrs. Frank for fear that she would have followed her advice and done the same. Mrs. Frank was right. It is just as easy to marry smart and beautiful as it is to marry dumb and plain. Just as it is as easy [if not easier] to surround yourself with talented and motivated people rather than those who bring you down.

My favorite quote comes from High Point University President Dr. Nido Qubein. Standing in his office many years ago, I asked him  “What is the secret to your success?” He pointed to a beautiful credenza on the far side of the room and said “Go push the button.” I walked over and pushed a button on the front of the credenza and to my surprise the lid began to fold back and a crystal statue arose from the interior like something out of a James Bond movie. The statue was three figurines holding hands. Dr. Qubein told me that the statue was a gift from his mother and the figure in the middle represented himself, the figure on the left represented Albert Einstein and the one on the right Jesus Christ. The inscription at the bottom of the statue simply read “If you want to be great, walk hand-in-hand with greatness.”

Are the people you are surrounding yourself with pulling you forward in your career or holding you back?

Here are three ways to maintain positive relationship capital:

1. ELIMINATE NEGATIVE PEOPLE FROM YOUR SPHERE Of INFLUENCE.
The biggest and most delicious fruit comes from trees that have had the dead branches pruned away.

2. CREATE RELATIONSHIPS WITH SUCCESSFUL PEOPLE.
A rising tide lifts all boats.

3. FIND A MENTOR.
A commonality of successful people is GREAT MENTORS. Seek out a mentor who is where you aspire to be in their career; has a similar set of values; and is accessible.

Patrick Henry is a songwriter, author, and speaker who teaches clients how to create distinction in the marketplace and blow away the competition with the four keys to becoming a “ROCKSTAR IN A ROOM FULL OF KARAOKE SINGERS”. Patrick’s entertaining programs show audiences what happens when Keynotes, Comedy, and Concerts Collide. To book Patrick Henry for your next event, visit www.patrickhenryspeaker.com

FANtastic Coffee

As a frequent traveler, I often find myself in airports searching for nuggets of inspiration hiding in between the runways. I was on a four-hour layover in the Hartsfield-Jackson Atlanta International airport and had grown a little tired of the book I had been reading since I had left home three days prior, so I put it away and decided to cure my boredom with a cup of Starbuck's coffee. You may be thinking to yourself "why not grab a real drink"? Even in today's stressful travel environment, I have yet to lose my temper and I credit my perfect record to the fact that I don't have [real drinks] in airport lounges. I strolled over to the Starbucks next to gate A-16 where I stood in line. I was a little surprised at how many people they had working behind the counter. After a few "how many Starbucks employees does it take to screw in a light bulb" jokes had flashed through my head, I perused the menu. The employees behind the counter were having a great time. They were laughing, joking around, and seemed to be having a lot of fun as they took orders and made coffee. I heard a voice say "hi, how ya doin"? I turned to see a pleasant young lady behind the register talking to me. I was a little taken aback as many of us are when weare actually confronted with good customer service, so in my best Joey Tribiani voice (if you don't know who Joey Tribiani is then ask someone under 40) I said "how you doin?" I told her what I wanted and she asked my name. "my name is Patrick" "Hi Patrick.... hey everybody this is Patrick" more hellos and smiles from behind the counter. I answered a few questions about my trip and by the time I received my order, I felt as if I was saying goodbye to old friends. I got two more cups of coffee on my layover. Not because I particularly like the coffee, but because a few outstanding Starbucks employees chose to include me in their good time. The employees of the gate A-16 Starbucks understand that having fun at work is important but including the customer in the fun is profitable.

How are your customers being included? When you make a customer feel important you are creating an intimate connection
that will turn them into fans. One common trait of fans is loyalty. Loyal fans are not buying a product, they are buying YOU !!

HERE ARE THREE WAYS TO TURN CUSTOMERS INTO FANS:

1. BE PREPARED !! know as much about their business as you possibly can. In addition to reading strategic pages from their website, spend time on the websites of national trade associations that relate to their company. Read the white papers, best practices, and understand the issues and new legislation that could affect their business. If you have a firm understanding of the issues that impact their bottom line, you can more easily fill their needs.

2. FIND A COMMON INTEREST!! Do you both play the guitar? Do you both enjoy imported beer? Do you share a love of Saltwater fishing? Find a common link that intimately connects you to the prospect.

3. BECOME A RESOURCE!!  Continually send emails, articles, and "swag" with the sole purpose of building their business or positively supporting the common interest you both share. If the consistency of your correspondence is supported by a genuine desire to be helpful then you have turned a prospect into a client and a client into a fan.

Patrick Henry is a songwriter, author, and speaker, who shows clients how to create distinction in the market place and
 blow away the competition with the four keys to becoming a “ROCKSTAR IN A ROOM FULL OF KARAOKE SINGERS”. Patrick’s entertaining programs show audiences what happens when Keynotes, Comedy, and Concerts Collide. For more information go to www.PatrickHenrySpeaker.com