Message | The Barefoot Spirit

Why Brand integrity Matters and How to Get It

Michael Houlihan & Bonnie Harvey — Fri, 21 Feb 2020 00:09:39 +0000

There’s so much noise out there, you don’t have the luxury to try to be all things to all people. You must focus on the core value you offer to your customer.

We are successful consumer brand developers, but we made a ton of mistakes before we finally achieved our success.

In our impatience to achieve a positive cash flow as soon as possible, we diluted our brand message several times. We were desperately trying to find the perfect product-market fit that would please our buyers.

To read the complete article, please visit The Business Journals

Who We Are

Michael Houlihan and Bonnie Harvey co-authored the New York Times bestselling business book, The Barefoot Spirit: How Hardship, Hustle, and Heart Built America’s #1 Wine Brand. The book has been selected as recommended reading in the CEO Library for CEO Forum, the C-Suite Book Club, and numerous university classes on business and entrepreneurship. It chronicles their humble beginnings from the laundry room of a rented Sonoma County farmhouse to the board room of E&J Gallo, who ultimately acquired their brand and engaged them as brand consultants. Barefoot is now the world’s largest wine brand.

Beginning with virtually no money and no wine industry experience, they employed innovative ideas to overcome obstacles, create new markets and forge strategic alliances. They pioneered Worthy Cause Marketing and performance-based compensation. They built an internationally bestselling brand and received their industry’s “Hot Brand” award for several consecutive years.

They offer their Guiding Principles for Success (GPS) to help entrepreneurs become successful. Their book, The Entrepreneurial Culture: 23 Ways To Engage and Empower Your People, helps corporations maximize the value of their human resources.

Currently they travel the world leading workshops, trainings, & keynoting at business schools, corporations, conferences. They are regular media guests and contributors to international publications and professional journals. They are C-Suite Network Advisors & Contributing Editors. Visit their popular brand building site at www.consumerbrandbuilders.com.

To make inquiries for keynote speaking, trainings or consulting, please contact sales@thebarefootspirit.com.

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3 Overused Tactics of Poor Customer Service

Michael Houlihan & Bonnie Harvey — Wed, 10 Oct 2018 18:00:44 +0000

We hope it’s an individual and not a company-wide problem. It could be poor hiring or poor training that results in certain counterproductive tactics that account executives and customer service representatives in big companies increasingly use.

It seems to occur when companies oversell goods and services and then are unable to adequately service their accounts. The people whose job it is to interface with the customer tend to be harried, overworked, and somewhat confused.

But the message to the customer is clear. “Go away, get off the phone. I don’t have time for you, you’re lucky to get me at all. Accept my excuses and empty promises or you’ll get even less.”

Any startup or buildup company would certainly go out of business if their representatives sent this message by their words, actions, or inactions. It seems like this kind of experience is a growing danger in some buildout and enterprise companies that grew too fast, promised ongoing results, and filled their service jobs quickly but not necessarily with well-trained professionals.

Poor Customer Service Examples

Here are some of the behaviors we have witnessed from a customer standpoint:

1. Missed Deadlines

“Don’t worry. I’ll have that for you tomorrow,” is the usual promise, evidently to get you off the phone. But then tomorrow comes, and the day after, and there is no communication whatsoever. You have to call or send emails day after day until you receive what they promised. The implication is that it’s up to you as the customer to oversee them as the service provider.

This sends an “I don’t care, you’re not important to me” message. This frustrates the customer and makes them wonder why they did business with the company in the first place. But they’ve already bought the service, and now they’re locked in. The representative knows this and so there is no sense of urgency. They’ve got us over the barrel!

2. Blaming Others

“It’s not my fault, the tech people didn’t get back to me.” Or “Well, that’s what I was told.” These same representatives force the customer to go only through them for all interactions with their company. The customer is at the mercy of the representative. The representative can say anything to the customer with no accountability. This is because the customer can’t access the right people in the company to get a satisfactory answer.

“They’ve changed the rules,” is another common excuse. In this scenario, the representative blames a third-party for not being able to deliver what they promised. While it’s true that rules change, the representative is under no pressure to identify those changes as soon as they occur. Sometimes the representative only finds out about the rule change when the customer complains about nonperformance. Since the customer can only go through a representative, the customer has no way of knowing when the representative was truly aware of any rule change. But the results usually waste the customer’s precious time. Again, this demonstrates no sense of urgency on the part of the representative.

3. Avoiding Work

“You don’t need that fixed anyway.” “Me and my colleagues have decided it’s not necessary and everything works fine just the way it is.” This is a typical tactic to avoid doing the work the customer requests. Even when it’s the company’s responsibility to provide services without glitches, the representative tells the customer that the glitches are okay and don’t need fixing.

This tactic creates an argument between the customer and the representative as to the true need for the fix. The representative takes the position, “I’m the expert, and I’ll be the judge of that.” This is to mask the fact that the work was not done in a timely manner. It’s like, “It doesn’t matter that we didn’t do the work because it wasn’t needed anyway.” It’s another convenient excuse.

Conclusion

We’ve witnessed other tactics of poorly hired or poorly trained representatives working for large companies that can’t service what they’ve sold. These include emphatically stated outright errors, poor or no preparation for meetings, little or no knowledge of account history, poor coordination, and never acknowledging a mistake or a missed self-imposed deadline.

All of these tactics can occur when representatives believe they are going to get paid no matter what happens to the customer. For them, it’s hours put in and they are overworked. So, their goal is to reduce the work any way possible. We’ve seen this problem occur in top-down companies that view customer service as “complaint resolution.”

These tactics ultimately discourage the customer to the point that they feel obligated to warn others that the company can’t live up to its promises. This reputation hurts the company’s sales. But in the meantime, companies that behave like this suffer a great deal of turnover. This is because they don’t treat their employees much different than they treat their customers. The good ones who want to do a good job, and want to work for a company that lives up to its promises will move on. The turnover hurts the relationship with the customer even further.

It’s only a matter of time before these types of companies will implode from their own policies. We’re shopping, how about you?

Who We Are

To make inquiries for keynote speaking, trainings or consulting, please contact sales@thebarefootspirit.com.

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Old Time Radio Theater Is Coming Back!

Michael Houlihan & Bonnie Harvey — Thu, 02 Aug 2018 17:00:16 +0000

Our Friends and Associates have been bugging us to join the 21st Century and produce an audiobook version of our New York Times Bestseller, The Barefoot Spirit, How Hardship, Hustle, and Heart Built America’s #1 Wine Brand.

Well, guess what? We have begun! It’s a pretty exciting project, we must say. We’ve partnered up with a small Southern California acting troop, The Sherwood Players, who have produced several live theater events in Santa Barbara and have recently produced an award-winning animated production called “Crash” to help keep young folks from texting while driving.

According to the latest report from the Audio Publishers Association, audiobooks are now the fastest growing segment of the digital publishing industry. 26% of the US population has listened to an audiobook in the last 12 months, according to Michelle Cobb of the APA. The report cites a near 40% increase in the number of audiobooks published compared to the year before. It turns out that 48% of all listeners are under age 35 who listened to an average of 15 books in the last year.

And why not? We used to think that video was taking over but you can’t watch a video safely in your car or when you’re jogging. So audio makes sense for a variety of reasons. Besides, folks want to give their eyes a rest from all that screen time. They want to focus on the road, the trail, or the park. Audio is portable and listening is often much more convenient than watching or reading.

The Barefoot Spirit Audiobook – Not Your Typical Audiobook

Most audiobooks, however, seem to be limited by the fact that the narrator is just reading the book to you. This is especially true in the business book market.

When it comes to fiction like adventure, drama, and biography, we see a new emerging type of audiobook production. Instead of just having a narrator drone along and read to you, there are actual actors portraying the different characters in skit-like scenes.

We like this! It’s just plain more entertaining. We believe it’s a practical way to record audio business books and other educational books. Because the listener can identify with the characters and experience the action through them, it makes learning fun! The takeaway may be an insight, a lesson learned, or a new, problem-solving concept. But to our knowledge, educational audiobooks haven’t yet used this method.

We thought, “Why couldn’t this old time radio theater format apply to business books?” So we set out to develop a team that would use our own book as a Guinea pig. After all, it was written to be a series of short skits anyway. It’s already a series of scenes with several characters interacting to convey the message.

Coming to Your Earbuds Soon, The Barefoot Spirit Radio Theater!

We’ve been working on it for months! And we are set to release it just before the Holidays! Yes, we are very excited!

It’s so much fun to act out a scene rather than just narrate it. We get to use intonation and emphasis. We even got the famous Ed Asner to voice Don Brown, the snarky wine buyer who rudely threw us out of his office but not without the keys to our ultimate success. And we get to add color with Japanese, English, New Jersey, and South Carolina accents. And of course, sound effects!

So, what can we say? “Coming to Your Earbuds Soon, The Barefoot Spirit Radio Theater!”

To find out more and track our progress, check out www.thebarefootspirit.com

Who We Are

To make inquiries for keynote speaking, trainings or consulting, please contact sales@thebarefootspirit.com.

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Tailor Your Message to What Your Audience Wants to Hear

Michael Houlihan & Bonnie Harvey — Mon, 18 Jun 2012 17:11:17 +0000

If you want to make a statement, tell them what you want to say. If you want to make a deposit, tell them what they want to hear. Sounds simple enough, but what do they want to hear and who are they anyway?

Every successful business learns eventually that there are a whole lot of folks between them and their end-user. Each one wants to hear a different message for a different reason. Sometimes we get so excited about our new idea and how well it will go over with the general public that we forget how essential it is to get it to them. Focusing on the benefits to your end-user is fundamental, but don’t forget all the other folks in between and what each of them wants to hear.

“What’s in it for me?” is the question they all want you to address. It may surprise you that it has little to do with those end-user benefits you are so excited about. Research, experience, questioning and listening can tell you what they want to hear.

Your own staff may want to hear how they will share in your success. They may want to hear about the incentive programs, benefits, working conditions, days off, and advancement opportunities. They may also want to hear how your idea will make the world a better place. They want to hear about your previous successes and your ability to weather a storm.

All your middle men want know how your product improves their strategic position versus their competition, how you are going to help them sell it, how they can get it for less, and how much you have budgeted for marketing. They want to know who will buy it and why.

If you depend on retailers, they will want to hear how your product fits into their existing categories, what kind of point-of-sale promotional materials you have, and what kind of a warranty you provide. They want to know that you have a representative in their area. They also want to hear how you will send customers to them to buy your product.

Your idea may be a game changer, but are they ready to play a new game? Sometimes pioneering a new concept can take years to catch on. Your initial buyers may buy for reasons you never dreamed of. If you are changing the world, get ready for some missionary work and some unlikely initial customers. Be ready to change your message to stay relevant with the market as it is now and as it changes.

Does your product weigh a lot or is it inexpensive? That’s all the more reason to be ready with multiple messages. Internet product sales, with the exception of downloads, require shipping whether or not it’s included in the price. Somebody pays for it. Most heavy or inexpensive items can’t compete with conventional brick and mortar store pricing because of shipping costs. If that sounds like your product, you likely will want to go through the general retail market. Identify what each person between you and your end-user wants to hear, and give them what they want.

Don’t just make a statement, make a deposit!

Who We Are

To make inquiries for keynote speaking, trainings or consulting, please contact sales@thebarefootspirit.com.

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