A genuine smile and a hello makes all the difference.

I visited a real estate agent yesterday to do some investigation into unit prices. The sun was shining outside, I just had my 2nd coffee for the day and I was feeling particularly good about exploring different options with one of their representatives.

I walked into their office and said hello and smiled at the first receptionist I made eye contact with. And she responded with ... nothing! She looked through me and then turned away and continued with her paperwork and talking to the other receptionist. No hello, no smile, no"how can I help you today?" ... nothing. So I turned to the other receptionist who at least said hello and reluctantly asked me how she could be of assistance. I thought for a second - am I on the same planet as these people? Shouldn't these receptionists be the ones making the effort to warmly say hello and smile upon the entrance of a potential client who many be spending money with their establishment in the very near future?? Or is their paperwork and gossiping more important?

My mood changed all of a sudden and I was very tempted to just leave there and then. As it stands, I will never go back there again or recommend them to others. I wondered how these receptionists (and the directors of their office setting the tone for their business) could have lost sight of such an important responsibility in the sales cycle – an initial positive greeting. It’s not really that hard – particularly when people such as myself walking through their front door are the ones paying their wages and the rent for their office building. Fortunately, I had a completely different positive experience with the next real estate agent I visited.

Have you had a similar experience recently with a business you’ve never dealt with before? I don’t think it is out of order that these people are given a gentle reminder ‘to smile and say hello’. It really would make all the difference for the growth of their business.

A show of emotion wins fans (as experienced by Andy Murray).

I wanted Roger Federer to win the 2012 Wimbledon final. I’ve never been a big fan of Andy Murray, thinking of him as a player who didn’t give any value to his audience off the court with bland interviews. 

However, Murray’s gracious runners-up speech last night changed my mind about him. Here was the real Murray – no script, just himself honest and open. With his emotional tribute to Federer, his own inner circle and the British public he certainly won over legions of new supporters (echoed by Channel 7’s commentary team). You could feel how much Wimbledon meant to him as well as his genuine appreciation for the tremendous home support he received.

So do these same laws of appeal apply in business? Of course they do - we are all emotional creatures. If you are a leader of a business be real with your clients and employees. By honestly showing them how much you believe in what you are doing and the great value you place on their contribution you will also win over a legion of new supporters.

Check out: http://www.theaustralian.com.au/sport/tennis/andy-murray-loses-wimbledon-final-but-wins-fans/story-fnbe6xeb-1226421087404

The delivery your audience deserves.

One of my all time favourite hard rock bands Soundgarden toured here in Sydney last month. Having followed this band since my teens, bought all their albums and read countless articles about them, I greatly anticipated their return to Australian shores at the Sydney Entertainment Centre - 15 years since they last toured here. On a Wednesday night prior to the Australia Day public holiday and accompanied by close friends who also love Soundgarden, the scene was set for a brilliant evening.

Unfortunately, it was not to be. For one reason…

The sound engineers for the band’s performance managed to absolutely screw up the audio mix. I’ve been to many concerts in my lifetime and this sound was by far the worst I have ever experienced – absolutely atrocious. As someone at the show described – it was like hearing a “bad bootleg tape live”. Soundgarden were giving it their all with powerful playing and singing, yet it was to no avail because of those irresponsible and unqualified people behind the sound mixing desk on the night.

After I calmed down over the next week or so, I had the realization that – just as Soundgarden did that night with their sound engineers - businesses go through the same frustrations and problems with the people they give responsibility to for delivering their message…

I’ve met many business owners, full of passion and purpose and with compelling back stories which amaze me. Yet, on a number of occasions I’ve visited their web-sites, received their business cards and brochures, checked out their promotional video posted online … and been disappointed by the lack of quality. Why? Because I expect and want a consistent representation of the impressive personality I'd met. But I don’t blame the business owner. I blame the creative and production people employed to communicate their message - including creative writers and directors, brand strategists, graphic designers, website developers, video producers and so on - who’ve failed to care and respect the business owner and their story with the poor execution of message delivery.

Other people shouldn’t be allowed to let down your audience.

(By the way I’m still trying to get a refund for my ticket - that is the % going to the management company, not my beloved Soundgarden!).