April 15, 2014We Need Herb Kelleher
The first thing you notice when you board a Southwest Airlines flight is the friendliness of the flight attendants. Most of them actually appear to be having fun.
Spending so much time in radio stations, the concept of having fun while you work was new to me. Okay, that was a cheap shot, true or not.
Still, listen to the CEO of Southwest, Herb Kelleher, and see if you can take away a lesson or two for your station.
For starters, he doesn't believe the customer is always right. "You can't honor your own people if you allow them to be abused."
Kelleher's credo is that employees always come first.
And he has an unshakable commitment to marketing.
In Southwest Airline's first year, the company spent 10% of its total capital on advertising, and in recession years, they raise their budget, "...because when do you need advertising the most? When times are bad!"
April 8, 2014Branding Your Company
For the better part of 25 years, Radio has been downsizing, finding a way to do more with less. Fewer people, especially in management (at the station level, anyway), programming and promotion departments have forced hundreds, perhaps thousands, out of our business. If ...
April 1, 2014The Nordstrom Way
From its founding, each new employee has been given a Nordstrom employee handbook. It consists of these 75 words: Welcome to Nordstrom We're glad to have you with our company. Our #1 goal is to have you provide outstanding customer service. Set both your personal and ...
March 25, 2014Your Last Show
If you knew today's show would be your last, how would that affect your content? If you knew you had these final 16 or 20 breaks to fill, how would you fill them? What would you say? Same old, same old? Liners, time and temp, Battle of the Sexes? How would the ways ...
March 18, 2014Turning Intelligence Into Magic
None of us has time to read every book that looks interesting. Most of us don't even have time to read every magazine article that looks interesting. So, I'll save you some time today and distill an article, and book review I read in AdvertisingAge. It's a review of ...
March 11, 2014Insight
One of my favorite things about the web is finding really smart people I would've never had the opportunity to know otherwise, like Farrah Bostic. Here's her insight on insight: "Insight isn't a noun in the sense that a car or a nickle or a pen are nouns. It's a noun ...
March 4, 2014Delivering Happiness
I've written before about Zappos, the online shoe company that has taken customer service to a whole new level. It's more than just free postage both ways and a friendly presence on the phone. They strive for an emotional connection with every shoe they sell. Here's ...
February 25, 2014Dying Of Thirst
I've worked for five billionaires in my radio career. Each paid me well. Still, each wanted more -- more money, more influence, more homes, more planes ... more. Perhaps that's what it takes to become a billionaire. There's a great line in a song by one of my favorite ...
February 18, 2014Pandora Isn't Radio
But then, radio isn't radio very often anymore Much has been written lately about how Pandora is not Radio and vice versa. One of the big selling points for Radio is that Pandora cannot help in an emergency. Radio stands ready to assist in times of need. That is 100% ...
February 11, 2014Listen To The Music
I'm not sure whether it's because of multi-tasking, voicetracking or the pure boredom of computerized boards, but I rarely hear air talent endorse their own music, even new music, and regardless of format. There was a time when the jock's personal endorsement of a ...