Bryson Broadcasting International Newsletter
Raising Radio and TV Revenues Worldwide!

1 September, 2019

 

Greetings from BBI!

Today's competitive broadcasting environment means that we all must be better, we all must work smarter. Bryson Broadcasting International (BBI) is committed to helping broadcast organizations worldwide to raise their level of expertise in sales and management.

Our newsletters give you information about sales and marketing that you may use to increase your revenue. We hope that you may find them to be of great benefit to your sales success. Happy selling!
In This Issue
Another Great Service Alert
The Client's Corner
Words To Live By...
We Want To Help Your Staff Increase Revenue.
Another Great Service Alert
 Exceptional service is rare today.  In fact, it's so  
rare that when one experiences it, the event often leads to good "buzz". Word of mouth is powerful. Unfortunately, BAD word of mouth is usually faster than good word of mouth.  
A couple of weeks ago, I experienced an "AHHH" moment at Whole Foods. Amazon recently bought the chain, and many customers wondered if this would result in better or worse service.   
 
My husband is a creature of habit. For lunch each day, he consumes salmon bits that have been marinated in several different sauces, cheese and crackers. Disregarding the lack of green veggies, it makes my life easier as I'm the one who purchases them from Whole Foods (the only place in town where they are made) and stocks his refrigerator for my out-of-town jaunts. No frozen casseroles for him!
 
Salmon bits are all I buy at the fish counter and usually cost $24.99 a pound. I picked up a pound a couple of weeks ago and discovered they were $29.99 a pound. I didn't notice the difference until I was paying. I thought, "Oh well, they've gone up again."
    
Later that day, my husband noticed that the tag on the package said, "scallops". They had inadvertently hit a wrong product code and charged me for the wrong item.   
 
The next time I was in the store, I took the tag back. Here's the good part: instead of crediting me the $5.00 over- charge, they credited the entire $29.99!  All I expected was the $5.00. No, their policy is to refund the entire amount if they ring up the wrong amount. I considered this exceptional service. It made a fan out of me!
 
The event got me thinking: How do we create "exceptional service" for our clients? I'm not necessarily advocating crediting an entire invoice if we air or print an incorrect commercial or run one out of time segment, but how do we rectify the mistake to create an atmosphere of "going the extra mile" with our clients? What do we do to create "Buzz" about our service?  Our customers have many options in advertising today. Why will they choose to invest money with us? They want results, yes. But they also want to feel important.  
 
My challenge to you: review your policies. Do they create positive experiences for your customers? Do we treat customers the way we would want our grandmothers treated? The way we respond to customer needs and expectations will determine if we keep them or if they find other marketing avenues to use. If a giant company like Amazon can do it, so can we.  
 
Happy Selling and Servicing! 

 The Client's Corner  
  
 Lynn Barker
BBI welcomes AgriNews Publications of Illinois and Indiana. Lynn Barker, Publisher, heads the team. We are enjoying working with this group of outstanding salespeople.
 Words to Live By......
  
 
"The secret of change is to focus all your energy not on fighting the old but on building the new." 
                                            Socrates

 

We want to help your staff increase revenue! We at Bryson Broadcasting International are available to help your sales staff achieve its next level of expertise.  We customize our programs to meet your needs.  As needed, we make use of interpreters and produce sales materials in your language. If you would like to discuss your sales training needs, we may be reached at Pat@patbryson.com, or call us at 918.747.8774.
Pat will be attending the NAB Radio Show in Dallas September 24-26. Call for appointments.

 
For more information about BBI, click here.
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A little about me.....
Pat a8704 ch
 
Pat Bryson has worked in the radio industry for over 30 years. During that time, she was one of the highest billing sales people in the radio industry in her market. She was promoted to General Sales Manager, managing and training both experienced and inexperienced sales people . Her career advanced to General Manager, where Pat  created a culture of over achievement for her stations.
  
Through Bryson Broadcasting International, Pat now helps her clients to create that same culture of over achievement in their stations.
 
Pat is one of Radio Ink's Most Influential Women in Radio for 2018 and 2019. 
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