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Such behavior is indeed rude and unprofessional, and sadly, all too frequent. I try to remember such experiences when I'm feeling especially plagued by a 'vendor.' I don't always succeed; I'm sure I've left more than one person wondering what ever became of me. But anyone who has ever looked for a job or a piece of business or a connection of some kind should remember what it's like to be on the receiving end of such boorish behavior.
Three shades of rude
My perception of an organization is almost always formed by the experiences I've had with one of its representatives. As a result, Comcast, New Jersey Transit and United Airlines reign unchallenged as my personal customer experience Axis of Evil. Recently, though, I had separate experiences w...
I don't blame you for feeling frustrated at being ignored, portrayed as clueless and marginalized. Most women have learned a thing or two about that over the course of their lives. Which is why we all should know better. Men and women deserve equal respect and an equal voice, whether it's in silly television ads or the workplace. I don't subscribe to the notion that one has to lose out for the other to gain. No one should. In fact, when both sides are equally valued, the result is always better.
The Silent Manority
I find it curious that, once again, the plight of the average Joe has been completely overlooked in the media frenzy surrounding Sheryl Sandberg's book, 'Lean In' and Yahoo CEO Marissa Mayer's decision to end telecommuting. Yes, Virginia, the hyperbole's been all about the dearth of female CEO ...
Bless you, Tuck. Enjoy whatever adventure you're now embarked on, healthy and sound as RepMan says.
Playing hurt
Ed, Ted and I learned this past Friday of the loss of our friend, and long-time strategic business partner, Tucker Greco. Tucker, and his firm, Greco Ethridge Group, were our go-to advertising partners during those crazy, hazy and anything-but-lazy dotcom days. We shared many, many accounts, ...
I see benefits in people coming together at least some. It's often easier to exchange information and share ideas over an in-person conversation that it is through a lengthy email exchange. Still, there are tools that should really take the place of email and facilitate near in-person meetings, like MS Lync, that continue to foster working together.
And if you hire good, trusted employees, they will be committed to getting their work done well, even if that's at home at least some of the time. Partly because it is now considered by some sources to have the worst traffic in the country and partly because of an entrepreneurial culture, the Bay Area less and less defines work as taking place a fixed set of hours at a fixed place. So Mayer's decision will keep the headhunters busy. Too bad. She was making real strides in returning to a cool place to work at, and eventually, with.
Profits over people
Did you know that, according to published reports, Yahoo CEO Marissa Mayer enjoys chauffeured limousine service to, and from, the company's Sunnyvale headquarters? Did you know she's had a nursery built next to her office so she can care for her child? And, did you know she's notorious for keep...
I was in the room with you, Rep, and i think you did listen. But we didn't act on what we heard in the moment. We should have stopped, turned off the presentation and said, "We need to scrap what we prepared based on what you just told us. Let's start over," even if it meant we were a bit embarrassed that what we put together wasn't on target. Instead, we tried to reinforce some of our media relations successes as part of the broader campaigns. Too subtle.
Given the other concerns cited, I don't know that this was even the deciding factor. But shame on us if we don't learn from the experience.
Lifelong listening
I'm a big believer in lifelong learning and the importance of listening before crafting a communications strategy, much less a campaign. But, I recently learned a very painful lesson by violating my own code of listen first, last and always. The setting was a new business presentation to a pro...
There's a lot of info out there from organizations such as Catalyst that shows women can and do mentor one another, both formally and informally (some of the most successful models, btw, seem to be formal mentoring programs in which senior executive men mentor emerging women leaders. Both learn a lot). The key seems to be a company culture that fosters development because the company recognizes how important it is to keep employees, male or female.
As for women working inside or outside of the home -- I agree -- plenty of conflict and guilt. My own view is that our great grandchildren may finally get it right, where fathers and mothers trade off and share in rearing children and making money and building careers. Probably sounds Pollyanna, but other countries have made real progress in this area.
Women make lousy mentors
Before you shoot the messenger, allow me to attribute the headline. It comes from the book 'Mad Women' by Jane Maas, a legendary figure in advertising circles and, at one point in my career, my boss. In Jane's book, which is subtitled, 'The Other Side of Life on Madison Avenue in the '60s and ...
RepMan, I agree with your point about the decline of male representation hurting our industry. It hurts any industry -- or government body or church -- not to have different points of view represented. And I'm troubled that the industry isn't doing more about it, beginning at the college level, where it sounds like at least some professors are oblivious. The only troubling point was your note back to GoToPEngel, when you referenced reverse discrimination. I don't think that's the problem. But it could be if this continues. There are plenty of studies out there -- mostly about women in male-dominated industries -- that show how we tend to hire and promote people who are like us.
Name one other industry that’s purposely alienating 50 percent of its recruiting base
Visionaries such as Mike Paul and Kim Hunter are to be congratulated for their efforts in making public relations a more diverse field. But, while we’re making great strides in diversity, we’re going in the reverse direction in addressing an equally perplexing problem: the near total lack of...
This is a tough one, but I vote for how perfectly it represents the gap between customers and marketers. Bravo, Dandy -- you've found some gems in 2011.
The Danderoo Award
Throughout 2011 there has been no shortage of creative, eye-catching and hilarious visuals sitting next to RepMan’s prose, thanks to his Chief Illustration Officer, Dandy “the Danderoo” Stevenson. But, which one is the best of the whole year? Below are the nominations, submitted by RepReaders. ...
Great visual, as seems to be the norm for the RepMan blog. It seems to me that such problems as you experienced, Beth, (Seriously? No tires available in all of SFO??) have become so commonplace that airline employees become inured to passengers' frustration. It's like the surgeon who has dealt with so many cancer patients that he can no long empathize with the very people who are keeping him employed. They at least are required to take sensitivity training periodically to remind them they are messing about with fellow human beings' lives. I don't see airlines shelling out the money for that anytime soon.
Delta – No Longer Ready for Anything
Today's guest post is by Peppercommer Beth Starkin We all remember the days when Delta was "ready when you are." While the airline has its flaws, (they all do,) they were the airline who won me over with the care and concern of their employees- and I would go to bat for them because of that. ...
Like yours, my kids are older now, so I revel in the luxury of traveling without worrying about towing all kinds of paraphernalia and praying for sleep-filled flights. I, too, like my restaurants and plane rides to be fussy toddler-free, but I do have some compassion for the parents of a normally well-behaved child who just has a meltdown. They're exhausted and stressed from trying to keep their child from bothering others while they fly to vacation or have a meal out with the grandparents. I, on the other hand, get to go home to my toy- and diaper-free home. Can you find a little sympathy (and patience) at least in some cases, RepMan?
Peace in our time
I'm glad to see more marketers responding to the righteous indignation of folks like me who despise the offspring of others for ruining an otherwise great meal, trip or experience. I speak, of course, of brash, bratty and ill-mannered kids; the kind who will race up and down a restaurant or a...
Ironic, Courtney, that your guest post on this subject appears on the very day the 'World' is shut down for gross errors in editorial judgment. Editors must feel such intense pressure for sales -- and to satiate a nearly insatiable public curiosity on the private lives of others -- to resort to such strange and destructive behavior. My grandfather was editor of a respected Midwestern newspaper. I don't suppose he'd recognize his chosen field these days.
RealDiana, FauxJournalism
Today's guest post is by Courtney Chauvin Ellul, Director, Peppercom Europe The hotly debated July 4 Newsweek feature, “Diana at 50: If She Were Here Now,” written by the always controversial Tina Brown, sounds more like an episode of Coronation Street, than the cover story of a major news magaz...
I'd have to agree. I like the Brendan/Ray one, too, but we really should get an actual side-by-side for greatest effect.
RepMan Image of the Year Contest- Mid-Year report
Today's guest post is by Peppercommer Carl Foster Regular readers can’t have failed to notice the quality of the images that accompany RepMan’s blogs these days. I get at least a chuckle out of most, if not the kind of out loud laugh that makes me grateful my chair has a recline function. Earl...
Nice to seeing you feel so good about aging, RepMan. You're in a good place. I agree about the sense of freedom, which in itself is very energizing. And hey, just because the young woman called you 'sir' doesn't mean she didn't think you look good.
Golden Years
I'm 57 today. That's old. It sounds old and it looks old. As a matter of fact, 57 only looks good on the label of a Heinz's ketchup bottle. Turning 57 is an actuarial wake-up call. There's no denying that, statistically speaking, I'm much closer to the end than the beginning. But, to add insu...
How about "soyanara"?
I don't think you should conflate a nasty tasting drink with green products. The latter -- at least the real ones -- are meant to preserve the planet. Have you looked at the weather lately? I'd rather have fewer household goods and foods that are better for me and the earth than overpackaged, overprocessed alternatives.
There's no joy in Soyville
The market for soy food and beverages dropped a whopping 16 percent in the last two years, according to a report from market researcher, Mintel. Soy watchers blame rising prices, new alternatives and the fickleness of health-conscious consumers. I'd add one other ingredient: taste. Yuck! Hav...
What a great endorsement for a book. I can't wait to read it. Someone should write a sequel that includes the media properties that cover the industry. Eye-gouging level ethics for a few of them, too.
PR's answer to Don Draper
Long before 'Sex & the City', 'The Hills' and 'Kell on Earth', there was What Makes Sammy Run?. For those of you unfamiliar with the 1941 book, it was written by the legendary Budd Schulberg (best known for his Academy Award-winning “On the Waterfront” screenplay). What Makes Sammy Run? fo...
I guest blogged several months back on serial prospects, which may be even worse. You know, the companies that don’t choose your agency the first time – and maybe choose no one – but then come back and say, “We really need you.” Or not. I can now add another company to that list. This one had me absolutely fooled. They'd make a mistake in choosing another agency that turned out not to be a good fit, they were definitely going with us,etc., etc.
Crickets.
Stealing my heart
The current issue of PR Week carries a totally irrelevant 'gloves off' discussion as to whether “...clients have become more vigilant in the pitch process since the recession.” More vigilant? Try more vigilant, more demanding and more demeaning as well. Ever since the 2008 economic meltdown, ...
I hear you, biffo. I'm sure Met fans like RepMan would be only too happy to talk about the slime that covers that hallowed ground. Personally, I'd take the crappiest seats there over BART ones any day of the week and twice on Sunday.
Standing Room Only
This is the first of two transportation centric posts and was written by Peppercommer Ann Barlow. Until now, one of the few complaints that I've had about BART, San Francisco's commuter and city train service, is the lack of adequate seating to accommodate all the passengers. But after reading ...
Thanks for sharing our pain, Steve. Funny, though. Some of the good, the bad and the ugly that you've experienced is different from what I am seeing at the moment. For instance,one of the most satisfying experiences we have had in the past year is working alongside top executives of start-ups, and having them value both our counsel and craft, and their impact on the bottom line. We've also been able to move quickly and decisively to take advantage of narrow windows of opportunities.
Of course, we've still encountered executives with monstrous egos and poor manners, and waaaay too much insistence on jargon in news releases. But, perhaps because cleantech companies have to quickly behave like industrial manufacturers if they are to survive, many seem willing to put their start-up antics aside and focus on partnering to get the job done. It makes me hopeful for the planet's future and Peppercom's.
Start me up
Today's post is dedicated to Ann Barlow and Edward M. "Ted" Birkhahn. Representing VC-backed start-ups is a slippery slope at best. On the plus side, many of these nascent businesses are pioneers in new, and robust, sectors that are sure to grow in the future (think: clean tech, nanoscience, ...
Hmmph. Wish I could say the same.
I bet no one's yodeling at Yahoo these days
Today's guest post is by Peppercommer Danielle Rumore. When I read that Yahoo! had once again done another round of holiday season layoffs, I couldn’t help but be reminded of Robert Fulghum’s “All I Really Need to Know I Learned in Kindergarten.” You remember the basic messages in that poem – ...
Oh yes, please. I assume that's 8:30 ET, 5:30 my time?
I bet no one's yodeling at Yahoo these days
Today's guest post is by Peppercommer Danielle Rumore. When I read that Yahoo! had once again done another round of holiday season layoffs, I couldn’t help but be reminded of Robert Fulghum’s “All I Really Need to Know I Learned in Kindergarten.” You remember the basic messages in that poem – ...
I thought the timing was awfully tough on the newly ex-Yahoo employees, too, Danielle. It must be pretty demoralizing for everyone who's left, too, because if you're working for a company that lays off people at this time of year, how much can they really care about employees?
But it could be worse; take a look at how Sanofi-Aventis laid off 1700 employees a couple of weeks ago: http://www.huffingtonpost.com/2010/12/17/rugmaker-lays-off-1700-vi_n_798442.html
I bet no one's yodeling at Yahoo these days
Today's guest post is by Peppercommer Danielle Rumore. When I read that Yahoo! had once again done another round of holiday season layoffs, I couldn’t help but be reminded of Robert Fulghum’s “All I Really Need to Know I Learned in Kindergarten.” You remember the basic messages in that poem – ...
Atta girl, Julie. They'll be sorry they messed with you.
The W Deserves an F
Today's guest post is by Ann Barlow, President, Peppercom West. If you’ve stayed at a W hotel, you know how hard they work to be hip. I was at one for three nights this past week, and when I tell you the priority they gave coolness over service wore a little thin by the time we left, I’m ...
You got me, Chris. They probably did what they did just so I wouldn't darken their doors again.
The W Deserves an F
Today's guest post is by Ann Barlow, President, Peppercom West. If you’ve stayed at a W hotel, you know how hard they work to be hip. I was at one for three nights this past week, and when I tell you the priority they gave coolness over service wore a little thin by the time we left, I’m ...
Julie, I noticed on Yelp that you're not alone among unhappy customers. I also noticed that a number of locations have closed. Economy notwithstanding, surely the latter has something to do with the former.
The W Deserves an F
Today's guest post is by Ann Barlow, President, Peppercom West. If you’ve stayed at a W hotel, you know how hard they work to be hip. I was at one for three nights this past week, and when I tell you the priority they gave coolness over service wore a little thin by the time we left, I’m ...
Glad I could make you laugh, Lunch. Plus doesn't the picture of Ernestine make you think of me? :)
The W Deserves an F
Today's guest post is by Ann Barlow, President, Peppercom West. If you’ve stayed at a W hotel, you know how hard they work to be hip. I was at one for three nights this past week, and when I tell you the priority they gave coolness over service wore a little thin by the time we left, I’m ...
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