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I deserve to get paid, too!!!

Friday, October 23rd, 2009 at 10:21 am

This post has been a long time coming, and part of it is my own damn fault. More on that in just a second.

For full disclaimer purposes: stop reading this post if you believe you should not pay for someone else’s hard earned knowledge or skills or that everything informational ought to be free because you’re not going to like what I’m about to say. I’ll save you the trouble in advance.

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Here’s the rub . . . I get a lot of calls from people wanting help on various things. Auto-responders, SEO, social media marketing, direct response mailers, banner ads, targeted Google PPC placements, website design, graphics, ROI tracking & analysis, website analysis, teleseminars, webinars, workshops, bootcamps . . . the list goes on and on.

I’m beyond flattered that so many people turn to me for my insights and advice, but (damn it!) don’t expect me to give it away for free all the time!!! The reason I say this is partly my fault is because I truly enjoy helping people so I get roped in before the “tab” is paid.

When it comes time to pay the tab, some people are put off by the fact that I deeply believe I deserve to earn (good) money for helping them achieve their goals. Some of them say “but you didn’t actually DO anything . . . you just shared some tips and/or techniques that I sort of knew a little about already. You just helped steer me to complete them.” Hello!?!

When you call a painter to come out and paint your house, why do you pay him/her? It’s not like you’re not capable of painting your own house right? Same with a plumber–you can unclog your drains by going to Lowe’s or Home Depot, buying a “snake” and shoving it down in there to remove the blockage, but you typically don’t. You can cut your own lawn, but a good number of us hire others to do that for us so we can focus on other things. When you go to the doctor to get a prescription, why do you pay him/her? You are paying for their knowledge and application of that knowledge. Even though you may have done some research and come to the same conclusions on your own, you didn’t balk at paying for the knowledge, skills, or reassurance right?

You couldn’t visit your attorney, tax consultant, oil change dude, local sandwich shop, bakery, or restaurant and get a bunch of stuff for free so why do people believe a consultant or advisor should work for free when the main thing they sell is an intangible good (knowledge)? Yes, it doesn’t have a hard and set price tag associated across the board but believe you me, the knowledge didn’t come cheap! It’s taken years upon years and a lot of trial and error to figure out all of these different ways to “skin the cat” with Internet Marketing. You benefit from that because you don’t have to go through the same trial and error or the immense expense to self educate yourself on all of it and how to piece it together nicely.

Most of this knowledge and skill has come as a result of a lot of personal expense . . . to buy other people’s training programs and attend several live events to network and joint venture with equally sharp and motivated people so that you can achieve your goals with our help. If you’ve been following my stuff for any length of time (or even just a couple of days), you know I’m offering several training programs to share my knowledge with you without asking you to spend a lot of money with me to get the ball rolling. Maybe that’s the problem, you’d prefer to pay $1900 for the same knowledge to develop skills that you can pay less than $500 to obtain right now.

Hell, there’s even a measly $27 product available that is vastly under-priced, but some people believe that ought to be free, too because the videos are done, the website is finished, and the workbooks are complete. There is nothing “physical” so it should be free, they ration. The other argument I hear is that there is a lot of free information already out there on a lot of this stuff: SEO, Twitter, social media, auto-responders, list building, banner ads, PPC, etc.

Let me ask you this: how long would it take you to find this “free” information, consume it, reassemble it in a logical fashion so that it could be applied regularly, all while developing the confidence that you’re doing everything right? Here’s a benchmark: start at 100 hours to scratch the surface. Let’s say your time is worth $50/hour . . . that’s $5,000 right there, yet it’s too much to ask to pay someone that already has the abilities to not only apply the knowledge but is confident in their effectiveness?

So to make a very long story short, whether you do business with me or someone else, don’t be put off that you’re going to have to pay talented people at some point even if they’re only worth a tad more than a wooden nickel. It’s what we do for a living, and we deserve to get paid just like you.

If you’re just lazy and don’t want to take any initiative, you’re going to have to pay a premium to have whatever you’re looking to accomplish done for you. That’s how business works so the choice is always yours, but don’t be offended next time when it comes time to pay the tab.

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Now that you’ve endured my latest rant, go make something positive happen! Or better yet, buy some of my stuff or pay me to help you create your own stuff.

When Sought Out Criticism Fails Miserably

Monday, January 15th, 2007 at 7:52 pm

Comments (2)

Yesterday, I noticed a television ad for a local Tex-Mex chain named Tumbleweed that is based here in Louisville promoting a website (Tell Terry What You Think) to tell their CEO (Terry Smith) what you think. A couple of months ago, I had a rotten experience in one of their restaurants simply trying to place a carry out order when I dropped in on my way home one night, and I wanted to tell someone higher up within their company in hopes they’d do something about it. I decided to tell the CEO about my experience via his new website. I figured if the guy was willing to shell out the money to generate a television ad, he must be serious about fixing the company’s many problems.

Tumbleweed’s Main Problems: Tumbleweed used to be a thriving chain that packed customers in every day. There have been several upper level management changes over the years, and the chain has struggled mightily due to Authentic Mexican restaurants sprouting up all around in addition to the fast casual Mexican segment including Q-Doba, Moe’s, LaBamba, etc. I used to LOVE Tumbleweed, but their customer service has been consistently poor, and their chips (always stale tasting) and salsa pale in comparison to their top competitors. Their burritos are good, but that’s not enough anymore. Anyone can make a pretty good burrito–it’s a lot like pizza. Even when it’s bad, it’s still good enough.

Back to the story: my e-mail outlined my experience in pretty good detail and even offered to help by consulting with the company since that’s what I do. I tried to offer solutions to the problems, but it’s apparent that all the money spent advertising the website is in hopes that the complimentary e-mails come flooding in because the complaints will be dealt with much like this:
—————————————-
Roger,

Thank you for making use of my new website and for providing comments on your experience at our Springhurst Tumbleweed. I will pass your comments on to our team in Springhurst and know that they will be disappointed to hear of your experience. It does sound as if one of our team members “dropped the ball” during your carry out order and for that I am deeply sorry and apologize for the inconvenience that it caused you.

If you were to visit one of our restaurants today you would find a guest comment card asking that you request a manager’s presence at the first sign of a difficulty in one of our restaurants. We have a new management team in Springhurst and the performance at this restaurant has been well above average over the past few months.

Again, I appreciate your comments and hope you have an opportunity to try Tumbleweed again and tell me what you think.

Terry
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First off, how does his recommended solution of trying Tumbleweed again (on my dime I might add) benefit me in any way? Obviously, in spite of his website and TV ad designed to welcome feedback, the guy doesn’t get it! I have little desire to go back, and that’s why I e-mailed him in the first place about my unpleasant experience and to offer consulting help. The place needs someone that understands placing the customer first, and this guy is out to lunch if that’s really his genuine recommendation and not some detached assistant’s. I sincerely hope a CEO doesn’t think that’s a viable solution to a customer service problem!

I don’t like Tumbleweed enough to tolerate rotten service and a brush off from their CEO that basically says to me “get over it” and “visit again because we have new management.” Who gives a damn that you have new management? How does that help me with my daily decision making when it comes to choosing a place to eat? I don’t choose eateries based on their management team! There are far too many quality competitors out there to lower my expectations to help some self serving organization that doesn’t give a rat’s ass whether I tell you about my bad experience or not.

Guess what? I’m now telling anyone who will listen in the most public of forums because they neither listened nor cared enough to pay attention. I honestly could care less if they take me up on my consulting offer–I have plenty to do without having to educate this chain that customers pay the bills, and poor customer service is a sign of poor training, poor management, and/or poor hiring practices. In Tumbleweed’s case, I vote for all of the above. Add to that: lack of committed leadership.

Lesson to be learned: if you’re going to give people a forum to tell you what they think, be prepared for people to take you up on it by telling you exactly what they think–good and bad. If someone complains, take the time to listen and try to provide a legitimate solution as quickly as possible. Don’t waste people’s time with some canned response that shows you don’t really read the complaints. If you only want compliments and positive referrals, it’s best to selectively target only those folks which will tell you what you want to hear. Those that tell you what you need to hear are obviously of little value to you anyway so why bother opening up the lines of communication to everyone?

Tumbleweed, you let me down. I honestly thought you might be trying to recapture some of your past glory by welcoming feedback of all sorts this time and actually doing something about the poor customer service that has marred your chain for years now. Oh well, have fun filing for bankruptcy within the next 3-5 years. It was good knowing you!

UPDATE: IT GETS BETTER!

I just received another e-mail from Terry (or is it one of his assistants?)

——————–

Roger,

Here’s what’s in it for you; a juicy USDA choice ribeye steak aged 21 days and grilled over a superhot mesquite wood fire until it’s juicy flavor is just right for he your palate. Get this with two great sides and you have one of the best meals for the money found anywhere in Louisville.

If that’s not reason enough to visit Tumbleweed you’ll just have to guess at what you are missing.

Terry
——————–

WTF?!? If he actually is the one reading and responding to the e-mails, he’s more out to lunch than one could ever imagine. This is getting downright comical!

Rosie v. Trump

Saturday, January 13th, 2007 at 3:07 am

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I generally try to stay away from soap opera garbage, but this one is simply too good to pass up. First, let me say I consider myself a Trump fan as I admire what he’s done in the business world. In contrast, I have never seen what Rosie O’Donnell brings to the table. She’s always come across to me as an obese loudmouth with very little talent and ability. I have yet to figure out why or how she ever got on television in the first place, but it must have been a case of right place right time somehow. Whoever signed off on propping her up on television should be ashamed!

In things such as this, I’d normally try to see both sides, but I’m so happy someone finally blasted Rosie in a public forum that it is hard for me to look past my own giddiness to evaluate whether Rosie even has a point or not. In the Miss America case, I’m going to side with our Kentucky girl (Tara Conner) because what is the real harm in living it up a bit in the Big Apple? Everyone makes it sound like she committed murder by drinking before she turned 21, but 75% of us have done that so what’s the big deal? I know, I know–she’s supposed to be a role model for young aspiring beauty queens, and she has “duties” to perform. In my mind, she made a mistake that far too many of us have made, and it’s not the end of the world nor should it be the end of her crowned career.

People like Rosie never have been viewed as attractive by the mainstream, and she’s always battled the bulge so she’s likely speaking from a position of extreme jealousy when it comes to Tara Conner. Same with her out lash at Trump–he gets to interact with these young beautiful women and befriend them in many cases whereas Rosie is more like a drunken sailor washed ashore. My only hope is that Rosie does disappear from television for good, and we no longer have to endure her loud and obnoxious antics again. Not that I watch The View now, but I certainly wouldn’t with her on it. Her television show was a turd so how could she possibly add anything to The View? Anyway, I hope The Donald keeps blasting her again and again until she disappears from television’s sight.

Advantage: Trump by a landslide.

Christmas Shopping: This Was to be THE Year

Saturday, December 23rd, 2006 at 3:34 am

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I’m happy to report I’m more or less finished with the Christmas shopping chores for 2006, but I’m rather disappointed in myself again. This was to be THE year I got all of that stuff done in September or October instead of waiting until December to knock it all out. This is probably the 10th year in a row I’ve told myself that, but it hasn’t happened yet. Thank goodness for Amazon.com and E-bay as they saved me a lot of headache by enabling me to avoid the messes that are the shopping malls and popular outlets.

I am not a fan of crowds unless it’s a sporting event or concert. Crowds attract masses of idiots who can’t make the simplest of decisions, and they seem to draw in that mom with three or four kids she can’t control yet she yells at the kids while attempting to shop as if the other people in the store can’t hear her or will have sympathy for her. I’m sorry, but I have zero tolerance for that nonsense! If you can’t control your kids, you don’t need to take them out in public to embarrass you because that’s what they’re going to do. They know when they have mom in a pickle, and they’ll exploit that with little to no hesitation. It’s punishment for being an overzealous and overprotective parent. Full Disclosure: I’m in no position to give parenting advice since I don’t have kids for which I’m responsible, but I seem to see a lot of kids these days that have parents who have forgotten what it’s like to be a kid so they try to control their kids in an attempt to “protect” them. It’s not going to work–kids will be kids. Anyway, I digress.

The point of this was to be how time got away and how the lesson to be learned is not to procrastinate, but I’m obviously in no position to give Christmas preparation advice to anyone since I always tell myself that “this is the year.” Next year will now have to be that year. Oh yeah, another pointed takeaway is don’t take your kids with you to shop thinking it’ll be cute when they misbehave and force you to make a scene. You know exactly who you are so don’t play coy like your kids are somehow different.

I’m done rambling about pretty much nothing. Another season is almost in the books so the focus can return to helping clients achieve greatness. Are you ready to propel your firm to greatness in 2007?

I hope you have a great holiday, and please share your perspectives with us.

When Your Salary is Too High

Thursday, December 14th, 2006 at 4:10 pm

Comments (1)

Once again, I’m overly frustrated with UofL’s basketball program. We lost to UMass at home last night which makes our record 1-2 versus Atlantic 10 schools this year. Before I get into this, UMass has a nice squad, but they shouldn’t be marching into Freedom Hall and taking home a victory. This comes on the heels of a rather poor showing over the weekend where the Cards played three mediocre teams in three days (all at home) and struggled with each one of them.

Usually, I try not to call people out, but it’s time to address the issue head on. Rick Pitino has lost his fire to coach I’m afraid. He made a ton of money with the Celtics, he’s getting $2 million plus per year here, and it’s deadened the value of a lucrative salary as motivation. He’s made it already! He’s not hungry like he was at UK or Providence. Yes, he took Louisville to the Final Four two seasons ago, but last year’s team and this year’s collection of athletes look absolutely lost, they don’t defend well like “typical” Pitino teams, there is no improvement noticeable, and the player rotations leave the majority of fans scratching their heads.

This is a prime example of someone’s salary being too high which shows in the final product. Would your company allow its leader to get away with this? If so, what about that particular person allows them to get away with such? If they own the company, that might explain part of it, but they would eventually be forced to sell or retire if their objective was to keep the company afloat.

If a major corporation repeatedly missed its numbers, and the CEO gave flimsy excuses every time as to why, that CEO would be replaced. That’s all I’m asking in this situation–hit your numbers (Rick) and honestly tell the public what is going on. Enough with the excuses and mind games–we’re not falling for it anymore. The product you’re producing is very below average, and it’s not delivering the value your customers paid for and you promised.

Many have criticized me for taking such a hard stance on this topic so early on in the season, but I took a similar stance during Denny Crum’s last season–it’s either the coach gets replaced or my season tickets will not be renewed. It’s come to this unfortunately. I was very excited when they hired Pitino, and I was thrilled with the Final Four run, but I refuse to waste my time watching a piss poor product that costs a lot of money for two straight seasons. The value equation is all out of whack, and that falls back on the CEO (head coach). It’s his “corporation” to run. He’s CEO of the basketball team, and he’s paid very handsomely to be that. He’s no different from Bob Nardelli at Home Depot or Terry Semel at Yahoo! They need to go too.

If you have a better solution to this dilemma, please share it.