Marathon F-Bombing

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By Larry Williams

reporterIt would not be uncommon to look at our society as a measure of how we recognize people and reward achievement. You can see great examples of this on your local evening news when they recognize a “teacher of the week” or other “feel good story” about exemplary community service. Similarly, stories of heroism in the wake of Hurricane Sandy, the Marathon Bombing, the West Texas fertilizer plant explosion or the tornado in Moore Oklahoma are great examples where there is no shortage of great stories that are borne out of tragic situations. These stories inspire viewers and remind us of the good in people and their willingness to help others.

Not Everything Demands Equal Time

As of late, the media sadly seems to be giving equal time to stories and poor role models that are not deserving of our time and attention. I see more and more media outlets abandoning any sense of responsible journalism for a more ratings-oriented form of tabloid journalism. What’s worse, it’s almost as if they are scared to denounce inappropriate behavior for fear it would go against the beliefs of the mainstream viewer.

A case in point was the week that followed the Marathon Bombing. As it often happens during a tragic event, American’s came together in support of the victims and media outlets were quick to recognize our brave citizens along side of breaking news. But the more days that past, the more it became almost predictable the tabloid style of journalism would once again rear its ugly head. True to their unspoken word – it happened about one week after the tragedy.

David OrtizThe first was Boston Red Sox outfielder David Ortiz. As the home team took to the field for the first time since the tragedy, David Ortiz addressed the crowd on the microphone with the words, “This is our f***ing city!” I can only imagine the eyebrows that were raised by parents who brought their kids to the ballpark. The same parents who probably spent the better part of the week counseling their kids, praying and pointing out the good in people.

Can’t The Media Just Say “It Was Wrong!”

Besides the fact the game was broadcast to a national audience, the flub went viral and was reported by nearly every news agency in the nation. Here’s the sad part. Nobody denounced the indiscretion. They used words like “passionate” and “in the moment”. Really? Have we really become that desensitized to the “F bomb” that it cannot even be called inappropriate and wrong?

A.J. ClementeThe second viral video was from a first day anchor by the name of A.J. Clemente who used the words “f***ing s**t” when the live broadcast went to air. He was subsequently fired – the appropriate action as far as I’m concerned. We need not worry about him getting another chance with another media outlet. If he works hard, I’m sure he will redeem himself, land another job and learn a valuable lesson. Again, media was quick to chalk it up to nerves and be forgiving. I personally would have gone a step further and cite that had this not been a part of his regular vocabulary – this probably never would have happened.

A.J. on TodayThe greater screw-up, in my opinion, came when the Today Show decided to invite him to the set for an interview. Matt Lauer and his co-anchors shared in laughing it off and asked him about the lessons he learned. Clemente also got the incredible opportunity to appear on the MSNBC show Morning Joe where he sat next to the legendary broadcaster Tom Brokaw. The bigger question is – wouldn’t this valuable “on-air” time (and opportunity to meet Brokaw) be better served by recognizing any of the valiant reporters who risked life and limb during Hurricane Sandy or the Marathon Bombing? This sends a clear message that all one has to do is drop the “F Bomb”, go viral and you can get a coveted spot on the Today Show.

Abandoning a Time-Honored Journalistic Ethical Code

I personally believe that both foul language incidents were made worse by the way they were embraced and not denounced in the media. There was once a time when the media had a moral obligation to follow an unwritten ethical code of responsibility when reporting. It appears those days are sadly behind us. But when the objective is to change public opinion and create a story – all bets are off. Just think for a moment how the media demands apologies from politicians, business people and others when they say something questionable. Why did they not demand it here?

Allow me to get something out of the way. I am not personally immune to swearing. Sadly, it happens from time to time. I am far from perfect. However I recognize how seriously wrong it would be to do so in public and especially on a microphone. More so, I certainly wouldn’t make excuses for it or proudly embrace it. So what are your thoughts? Were these two incidences handled wrong by the media? Do you see the bigger picture, as I do, that the media is walking a politically correct tightrope and going after the ratings boost?

I’m not afraid to say it. The media got it wrong!

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Why Customer Service?

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by Larry Williams

Larry Williams (looking to the sky)It seems to be the question everyone wants to know. Of all the things I could write a book about – why write a book about customer service? It’s a fair question. After all, there are literally hundreds of books on the topic. Well, for starters, it was important for me to tell a story that has never been told. One that was rich in traditional standards and common sense.

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It’s Official – Larry Williams joins the NSA!

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I’m excited to announce that, as of March 19th, I have “officially” been accepted as a member of the National Speakers Association. Being part of this prestigious group has been a long-standing dream of mine for years. Their status and reputation amongst professionals in the public speaking arena has been well-regarded as the “best of the best”. To join their ranks is a huge milestone in my public speaking career and represents just the beginning in a new journey to touch and affect the lives of others.

Larry Williams (Member NSA)This truly is the next “natural” step in a twenty-three year career that finds me more passionate than ever to spread a positive message about customer service and business ethics that is becoming more and more challenging to find these days in business.

Over the years I have learned much about career direction under the guidance and encouragement of mentors such as; Dick Clark and Shep Hyken. I have trained under some incredible coaches such as; Patrick Henry, Mark Ferrell, Alice Heiman and Rick Brewer. I look forward to the networking and continued advanced education that I will receive with the NSA.

In 2010, I began my ten year plan to slowly phase out my current career as a DJ/Emcee and accelerate my public speaking career. In 2011, I released my book Customer Service A to Z. In 2012, my e-book “Improve Your Customer Service Skills Overnight” was released. The Kindle versions of both books were launched in February of this year. And now, with the acceptance to the NSA, another phase in my evolution to realize this dream has come to fruition.

In the coming months and years, there will be plenty more deliberate and well thought out moves that will inch me closer to my goal of utilizing my God-given talents of public speaking and positive influence to be a world-class speaker that can make a difference in the lives of others. The journey has just begun!

 

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Lessons of the Lemonade Stand

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By Larry Williams

lemonadeThere are many ways to build and maintain a small business. Often times, we need to understand bookkeeping, sales, marketing and customer service. We also recognize the importance of demonstrating good people skills, both with our employees and our customers. But did you ever stop and consider that the simplest lessons from our childhood might actually be the best? Take a lemonade stand, for example. For many it represents our first introduction to the business world.

Curbside Service

After getting permission from our parents, we immediately focused our efforts on success. We picked out a table and chair (sometimes an umbrella) and strategically searched for the best spot with the most visible location to set up shop. Besides lemonade, we also gathered up bottled water, ice and other soft drinks so a variety of cold drinks would be available. After rounding up some cups, we then got to work on our signage that would attract people passing by. With a small change drawer and big hopes for success – we patiently waited for our first customer.

Jenny's Lemonade StandBack then we had only one thing on our mind – to serve our customers. It wasn’t about making huge profits or worrying about that other lemonade stand down the street. It was about smiling and waving at every car or pedestrian that walked by. We focused on things like eye contact and making sure that every customer got exactly what they came for.  We were happy when they walked up to see us and twice as happy when we knew they were served well.

With each interaction, the experience became more and more fun. Before long, customers were complimenting us on our manners and the drinks we provided. This only fueled our passion to stay there all day and do more. By the end of the day, we had a fistful of cash and a sense of pride and accomplishment that would stay with us for a lifetime.

Back To Basics

Pitcher of LemonadeIf you’re looking for a refreshing change to your business model, then consider re-examining the simplicity of the lessons learned from the lemonade stand. The fountain of youth for your business might be as easy as simplifying the service you currently provide. The older we get – the more we tend to over think things. Think back to when you had a lemonade stand. Is your interaction the same today as it was then?

Do you still get excited when a customer approaches you? Are you eager to serve them and offer the first greeting? Do you still give them the attention they deserve? Do you feel that same sense of pride and accomplishment after the sale?

Sometimes we need to step back and return to the basics of doing business. The fundamentals of serving customers can often be as simple as the things we learned when we were young. I can think of no better example where the basics of good customer service have a more proven track record of success, then rediscovering the lessons of the Lemonade Stand.

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Lifting the Veil on Wedding Confidential

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by Larry Williams

confidentialI felt it was important to write this blog so that my colleagues in the wedding industry will exercise good judgment and a more calm demeanor in the wake of the recent ABC News Magazine show 20/20 and their broadcast entitled Wedding Confidential.

First, a recap. The broadcast was segmented into several parts which included; wedding day disasters, groomzillas, a bride who faked terminal cancer to get free wedding services and the controversial segment called “Industry Secrets – The tricks the wedding industry doesn’t want you to know.” In the show’s opener which detailed these segments, we learned the first thing about this broadcast – it was meant to be sensational, controversial and reality T.V. based. As the segment “Industry Secrets” aired, it delivered exactly what we anticipated – a less-than-flattering look at a theoretical opinion of wedding sales practices.

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For The Record – Dreams DO Come True!

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by Larry Williams

On August 29th 2012, I received a Facebook message from my friend Lee Feldman. He asked if I had any celebrity contacts. He wanted to get a hold of Brad Paisley as soon as possible. I wrote him back and told him I had no way of helping. I gave him the name of Mike Bendavid – a mobile DJ from Southern California who specializes in country music.

A couple of weeks later, Mike messaged me to tell me how bad he felt that he could not do more to help Lee. I was thinking “no big deal”. But then he shared something about Lee that I did not know about. He said that Lee had been diagnosed with Pancreatic Cancer and the biggest wish on his “bucket list” was to give his hand-made custom guitar to Brad Paisley – the one person who would love, cherish and play it the way it was meant to be played. Mike wrote some letters to Nashville on Lee’s behalf. Lee had also posted his wish on Facebook and asked friends to spread the word with the hopes that a miracle might happen.

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Facebook-Fil-A – Playing Chicken With Your Reputation

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by Larry Williams

Without a doubt, the Facebook craze has created an amazing interactive community of friendships, opportunity and connection. It’s a place where we can share great conversations and enjoy endless hours of amusement and entertainment. On Facebook, we can get answers to our questions, make new friends and even interact with businesses and celebrities. We can console a friend, support a cause and make other people feel real good too. Overall, the benefits of this on-line community are endless. It’s no wonder it is so popular and enjoyed by millions. But like anything else that is so good, there is also a downside. Continue reading

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What’s In a Word?

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by Larry Williams

Have you ever stopped to consider that the customer experience can begin before you ever walk through the door? Impressions are made the very minute you approach a place of business. As consumers, it is not uncommon to observe the behavior of customers as they travel in and out of the doors.  Continue reading

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The Best TIP I Can Give You!

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by Larry Williams

It is common for most of us to “tip” the customary amount when out dining or utilizing services where a gratuity is expected. But how often do you do the unexpected, and tip more?

I recently got my wife’s attention while dining, when I tipped an amount almost double what was customary. Knowing how I am about customer service, she asked “was the service really that good?” I replied that the service was very good, but I was more impressed with what I learned about our server.  She was about to graduate college and through casual conversation, when asked, proceeded to tell me that she has worked full-time waiting tables for the past four years. Continue reading

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Make Your Case – To WIN a Case

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*** This promotion is for a limited time ***

Now, through June 30, 2012 . . . I will be accepting submissions to award a FREE case of my book Customer Service A to Z. I will actually be giving away 2 FREE cases – one to a local business here in Northern Nevada and one to another American small business. Twenty others will also receive FREE books to be given away randomly throughout the promotion period. Here’s how it will work. Continue reading

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