Bryson Broadcasting International Newsletter

Raising Radio and TV Revenues Worldwide! 
1 March, 2021

Great Service Alert!
I was a damsel in distress
You may have heard something about the unusually cold weather we've been having in the U.S. I live in Tulsa, OK and was essentially snowed in for several days. I also have a home in Arkansas and was concerned about pipes freezing and mopping the floors without me. As soon as the roads cleared on Saturday, my husband and I headed to Arkansas.

Sure enough: the temps had gone above freezing after a week of minus degree weather, and pipes were bursting all over town. My hot water heater, which fortunately is on the outside of the house, was squirting water high into the air.

I called a plumber.

My normal plumber said , "Monday at the earliest."
Not good: I was booked at a client's office that coming week.

I googled "plumbers near me" after the first one couldn't solve my problem and called plumber number two, River Valley Plumbing.

The phone was answered by one of the cheeriest voices I've heard in months. Remember, this was Saturday, not a day they are normally open. I explained my plight and she promised to see if one of her teams might be close by. Meanwhile, the geyser continued. At least they could perhaps come by and shut off the water.

Desperate, I called plumber plumber number three. They promised to call me back, although to date, I haven't heard from them.

River Valley suggested I call the the city water department. They actually answered and had a team out within 15 minutes to shut off the water.

Meanwhile, plumber number two , River Valley Plumbing, showed up. Two young men decked out in winter apparel and mud appeared. They turned the water back on and identified the problem. And fixed it! Then, they carefully came into the house and asked us to test the bathroom fixtures and the kitchen sink. Bathroom number one was spewing water around the sink: they fixed it. Bathtub was dripping faucets: they fixed them.

Kitchen sink was partially frozen: we were instructed to leave water on till it thawed completely then to call if there were a problem.

Plumber number two, River Valley Plumbing, greeted me with hope when I called them. Then, they followed up with service. They saved a damsel in distress. They made it possible for me to meet my travel obligations the next week. (They didn't know I was under a time deadline, my Level Three reason). But they did know that I had a problem and they found a solution. All the employees I encountered were courteous and helpful. Not once did I haggle on price or even ask what it was.

When you meet a need, solve a pain, money is not the object!

I also admired the two young men (probably not yet 30) who were willing to work. I'm sure you've all had problems finding people who want to work? They were serving customers in difficult weather and circumstances.

So, what's the moral to this story? Our clients must super-serve their customers. Yes, it's not easy to solve plumbing problems online, but that's how I found plumbers two and three. Note I only knew one plumber's name, one I had used before. No other company had advertised enough to put their name into my brain. So, I went online and "googled" it. That's a normal pathway today for consumers unless a business has BRANDED their name into the file drawers of potential customers with effective, continuous advertising.

How the phone was answered by these three businesses made a huge difference. One said, "No hope for 2 days." Three said, "They'd open a ticket" with no promise of when they might get to me. The second gave me hope, gave me help. Guess which one I'll call in the future?

This also speaks to how we solve problems for our clients. Ever had one call you at 5:00 pm on Friday needing to change copy? Or over the weekend needing something changed due to unforeseen circumstances? Do we cheerfully solve their problems? If so, we earn points that will strengthen our relationship with them.

Extraordinary service is the key to recovery in 2021: for our clients and for us!
The Client's Corner
We are pleased to be presenting three webinars this March. The Michigan Association of Broadcasters is sponsoring "The Fine Art of Asking Questions: The Key to Recovery in 2021" on March 18. If you are a member of this association or affiliated states, watch for your notification.

March 25, the Hawaii Association of Broadcasters will be sponsoring "Getting to 'Yes' and Keeping it Tomorrow". Notification from this association will be coming soon.

I am also presenting "Five Things We Must Do in 2021 to Succeed in Sales" as a part of the RadioDays Asia 24-26 March. Registration for the virtual convention is open now.

I am pleased to be working with all of these groups. We have a big job ahead of us as we recover revenue in 2021, both for our stations and for our clients. The ideas in these sessions will point the way!
Words to Live By ......
"Customer service shouldn't just be a department, it should be the entire company."
Tony Hsieh

Our New Book is Here: Add this to your library
What people are saying about this new book:
“Read it! Loved it! We are taking the entire sales staff at our radio stations through a chapter by chapter study starting in January."

Mark Hill
Small business owner at Scrips 911
Ozark, MO
BBI Welcomes two new radio groups to our family of clients
Jerry Hanszen
Welcome to new client, Jerry Hanszen, Hanszen Broadcasting
Welcome to new client Randy Miller, Miller Media Group
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. Our training options include on line sessions done live for your staff.

If you would like to discuss your sales training needs, we may be reached at,

or call us at 918.810.3068. 

For more information about BBI, click here.

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