I Want To Be McDonald's!

I want to be McDonald’s. Or Dunkin’ Donuts. Or Burger King. Even in this tough economy they’re raking in the dough. Don’t take my word, look for yourself. I stopped at Burger King this morning to grab my morning Diet Coke and the cars were lined up around the building. Yesterday, my hubby decided NOT to stop at Dunkin’ Donuts because the line was too long. While we were in the Burger King line this am, I asked my daughter, “What are they doing that I can do to better sell my books?” We kicked ideas around a bit, had no real spurts of marketing genius, and finally I asked, “Because they’re edible and tasty?” Then, my sweet and innocent 18 year old cracked a wicked grin and said, “I was just thinking about your books…” I laughed and said, “Well, yeah, I try to make my books edible and tasty.” Most of my books are in ebook form. This means, they’re inexpensive, like McDonald’s. They can be acquired fast and easy – even easier than McDonalds as readers can purchase and download them from any computer with Internet at any time of day or night – thus they’re even more convenient than McDonald’s. Have I thrown as much advertising and advertising money at my books as McDonald’s? Advertising bucks, is a definite, resounding NO! Time? Lately, most of my available time has gone to blogging and writing articles, so yes, in comparison. But it’s still a big NO, as McDonald’s has been doing this for years, since I was a kid. They’ve also got departments and marketing firms with many people who do nothing but market them. I can’t begin to compete with that. Luckily, I’m not competing with McDonald’s. But I am competing with every form of entertainment and media, not merely other books. Sooooo, as a little guy in the grand picture, how can I follow in the marketing giants footsteps? Is there a prayer? One thing I’ve read and seems very true, we have to promote ourselves, more, not less, in this economy. It’s a dilemma for sure when we have less $ to advertise, and no more time, maybe less since we’re working longer to try to make up for our decrease in spending dollars. What do you think the big guys’ promo secrets are? Are they secret or is it just that they’ve been at it so long, we’re addicted to them now?

"Naughty Boys", my M/M Christmas story is available at: http://www.total-e-bound.com

You'll also want to see what Amarinda Jones, Anika Hamilton, Anny Cook, Barbara Huffert, Brynn Paulin, Bronwyn Green, Dakota Rebel, Kelly Kirch, Molly Daniels, Sandra Cox, Regina Carlysle, and Cindy Spencer Pape are up to, so make sure to visit them also. :)

Customer Service

Crazy Cath awarded me the above award. Thanks! You just made my day, too. You're the greatest.

If you've read my blog often, you know I work in Customer Service. Our customers often amaze me. Likewise, many customer service reps and sales personnel drive me crazy, too, because of poor service.

You have got to see this clip about Outsourcing Service at Burger King. It's absolutely hilarious.

http://www.youtube.com/watch?v=YR_-aMVQWZI&NR=1

http://www.youtube.com/watch?v=YR_-aMVQWZI

Unfortunately, Wendy's near my house is just as frustrating. They don't seem to prescribe to the notion that the customer should actually receive what they order and pay for. They get very testy if you ask them for the item(s) they miss.

When I find a company does an exceptional job, I want to give them kudos. Today, I was given exceptional customer service. My eye glasses lost a pad yesterday and my eye doctor is closed weekends and evenings. I don't want to take time off work to visit him, nor wait until Monday. So I stopped by Lens Crafters. I've never been there before.

Lens Crafters took me right in, replaced the pads and adjusted my glasses for a nominal fee. Then they gave me a 25% off coupon if I want to buy my next pair of glasses from them. I bought some eye glass cleaner and they packaged it in a very pretty gift bag. All the time, the attendant was extremely polite and attentive and knowledgeable at her job.

All companies should study Lens Crafters customer service. As new manager of my company's customer service department, I have to improve our customer service and I'll be studying the good and the bad.

Thanks Lens Crafters! I'll definitely be back and singing your praises.