employee training

  • NOT A PROBLEM is a problem for your brand“Not a problem,” the customer service person said to me on the phone as we were wrapping up my transaction. What!? Not a problem? For who—you!? Wait a minute. Who is the customer here?

  • DHS thumbnail Have you put off planning, budgeting and—dare I say it—dreaming? If so, you’re probably working too much in the business and not enough on the business.

    Don't wait for a crisis. Plan now.

  • vitaminis for your brand It’s an all-too-common malady: sales are flabby or fundraising goals are lagging, so leadership determines that a fresh new ad campaign is just the thing to make everything right.

    When we start asking questions to diagnose the situation, we often discover something else: an internal problem.

  • smile for your brand The starlet (insert name) was stunningly beautiful—until she opened her mouth and became a devastating disappointment to her fans. Her foot will be removed from her mouth with the help of a good PR agent.

    Branders: it’s harder for you. You have numerous people who can make your brand look dazzling—or like Hollywood’s biggest trainwreck.

  • nice piggy bank no fees A bank president recently told me he lets safe deposit box rent renewal notices slide because he hates to bug people over something so small, and he wants to be nice.

    It made me wonder whether he’s nice or just afraid to risk irritating a customer over a relatively small fee.

  • Dirty laundry dirty brandYou may think that because your website is updated and your new video takes your customers’ breath away that your brand refresh is spotless.

    Employee behavior contrary to your brand promise will soil your brand overnight.

  • Foosball table is not cultureWatch any company’s recruitment video these days and you’re likely to see a foosball table, an espresso bar and a workout room. You may be wondering if you need those to attract great employees, too.

    While games and fancy coffee are nice “extras,” they’re not the foundation of your culture. There are better ways to cultivate a winning internal brand.

  • employee retreat root canalBe honest: have you ever heard an employee (sincerely) say “OH cool—I’m so excited!” when you announced a staff retreat? For many, the thought of a day away from the office stuffed into a conference room to plan sounds like as much fun as a root canal.

     

  • mic gossip brand thumbnail Amazon Chairman Jeff Bezos has famously said, “Your brand is what people say about you when you’re not in the room.”

    If you take this to heart, you need to understand all the people who talk about you when you’re not in the room.

  • Stop using the S word bankersMany community bankers struggle with getting all of their staffers to feel confident with business development. That’s because staffers are afraid of the *S* word.

    Don’t tell them to SELL, teach them to LISTEN.

    Use our “Business and Baby” rule as your internal rallying cry.

  • brand danger parking brake on If you ever put your car in drive with your parking brake engaged, the car lets you know it right away. Ignore the warning at your own peril.

    You know not to do it to your car. So why let it happen to your brand?

  • old school sales process bad for businessOld school sales guys will tell you sales is just a numbers game. Get enough prospects into the funnel and they’ll dump out X% of customers at the bottom. Easy.

    News flash, Herb Tarlek: your lack of a system is as outdated as your plaid polyester coat.

  • Customer and employee journey Marketers are spending a lot of time talking about the customer journey. We’re not hearing the same talk about the employee journey, and that’s a shame. Because the customer journey with your brand will be bumpy at best if the employee journey isn’t thoughtfully mapped out and put into action first.

  • monster dooms your brandLast week, a hot, tired delivery man came into our office with some much-needed supplies. He delivered more than just packages. He delivered angry, ugly opinions about someone else’s brand.

  • What will you NOT do for your brandMany organizations have spent a significant amount of time thinking—and talking—about what they will do.

    “We will deliver excellent service every time,” or “we will always be at the forefront of innovation.”

    But what won’t you do?

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MB Piland Advertising + Marketing: Culture Quiz
MB Piland Advertising + Marketing: Health Check