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A Day at the Lake

catBigg Success is life on your own terms. The 5 elements of bigg success are money, time, growth, work and play. Today’s focus is play.

Bigg goal-getters work very hard to achieve their goals. It’s important to take time to rejuvenate yourself so you can keep making your bigg dreams come true.

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If you can’t steal away for a day, steal away for an hour

One way to do that is to take a daycation – spend a day enjoying one of your favorite activities. Take in a ball game. Go for a hike. Enjoy a drive.

Sometimes you can't take an entire day away from work. Synergize – look for a way to fit in some fun with the work even if it’s just for an hour!

We find it therapeutic to be around bigg water. So after a few meetings recently in Chicago, we spent time walking along Lake Michigan before driving home.

Experience nature with all your senses

When you do stop to enjoy nature, use all of your senses to really take it in. Looking out, we could see almost nothing but water.

There was a sail boat on the horizon; a seagull bobbing on the waves.

We could hear the waves, coming into shore in rhythm and washing back out.

We could feel the breeze, the moisture in the air and the warmth of the sun. A splash from a wave hit our hands. It was cold!

Every once in a while, there was that fishy smell with which we’re all familiar. It’s a reminder of the life we can’t see beneath the surface.

As we breathed in the smell of the air, the taste in our mouth changed.

It was wonderful. It makes your problems seem insignificant when you experience a body of water as massive as this.

It's always hard to leave, but we were re-energized in a short time because we really took it all in with all of our senses.

Bigg goal-getters give their all to achieve their bigg dreams. But you have to take time to "stop and smell the roses" (or the fish) to keep pushing towards bigg success.

What is your favorite activity? How do you take it all in?

Tell us by leaving a comment below, calling us at 888.455.BIGG (2444) or e-mailing us at bigginfo@biggsuccess.com.

See a short video mix of the sights and sounds we enjoyed at Lake Michigan.

lake_video

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Direct link to The Bigg Success Show audio file:
http://media.libsyn.com/media/biggsuccess/00440-071809.mp3

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Apologies – The Bad and the Ugly

sorry.jpgYesterday we talked about how Ramon De Leon, the owner of six Chicago Domino’s franchises, responded to a complaint by Amy Ravit Korin on Twitter and created a video apology promising to “wow” her. You owe it to yourself to see how he did it.

When it comes to apologies, this is the good. Today we want to talk about the bad and the ugly and discuss three steps in the art of the apology.

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The bad

Domino’s, the chain, recently found itself making the news when two employees of one store posted a video on YouTube showing them mishandling food, to say the least. Domino’s President, Patrick Doyle, was featured in a video apologizing for the mishap and reassuring customers that this was an isolated incident.

There was backlash to this video because it didn’t seem sincere. We think that the apology itself seemed sincere. However, he wasn’t looking at the camera so it’s obvious he was reading from a script. He should have at least looked squarely at the camera when he said, “We’re sorry.”

The difference between this video and Ramon’s video is striking. Ramon is looking right at the camera and it’s obvious that he’s not reading from a script. There’s no question about his sincerity in the way he delivers his apology.

The ugly

You’ve probably heard about the free grilled chicken promotion by KFC. Unfortunately, KFC was not prepared for the overwhelming response to this promotion. Countless customers were turned away when they arrived at their local KFC to redeem their coupon. KFC’s President, Roger Eaton, issued a video apology.

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georgeI’m a positive-thinking person who loves positive-thinking people. But he was too positive in light the situation.

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marylynnI agree completely. He seemed happy. If I’m dissatisfied as your customer, I want to see that you’re unhappy about it. Show me that you’re empathetic to my terrible experience.

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george
Show you know I’m as mad as a chicken on a hot tin roof?

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marylynn
No … as mad as a chicken in a frying pan!

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The KFC apology focused too much on the success of the promotion and not enough on the debacle that followed. However, we’ll cut them some slack because they’re dealing with a more massive problem than the other two.

The art of the apology

Bigg success is life on your own terms. The five elements of bigg success are money, time, growth, work and play. Sometimes we experience the most growth when we’ve made a mistake.

No matter what medium you use to apologize – video, phone, e-mail, in person or some other way – there’s an art to it.

First, simply apologize.
Get it out of the way right upfront. Ramon, the Domino’s franchisee, gets right to it as does Patrick Doyle, the Domino’s President.

The KFC President, Roger Eaton, completely missed the mark. Instead of apologizing right away, he starts off talking about how successful the promotion was.

Second, talk about what you’re going to do about it.
Once again, Ramon nails this one. He told Amy that he was going to wow her. And wow her he did along with the rest of us. Patrick Doyle got this right too.

Roger Eaton eventually gets to the point – they’re going to honor the coupon and give you a free Pepsi product if you do a whole bunch more work. Instead of talking about how they will remedy the situation, the people who were affected have to follow-up to get what was promised to them in the first place.

Third, look to the future.
There’s nothing wrong with ending an apology on an upbeat note. Look to the future of the relationship. Ramon hit this one out of the park as well. We think the park was Wrigley Field!

Patrick Doyle closes strong. He thanks people for their support and says Domino’s will work to rebuild our trust. However, right before that, he says that “it sickens him that the actions of two individuals” could impact their brand. You could feel his emotion. This is where he should have started.

This is a mistake that’s easy to make – beginning and ending with an apology. Follow the process mapped out here to avoid doing that.

The President of KFC completely struck out. He apologizes right at the end of the video – the best apology in the whole video we might add. Fortunately, he didn’t close on that note; it appeared as if he would. He does end on an encouraging note.

Use this three-step process and deliver your message with sincerity the next time you have to apologize. We all make mistakes. When handled properly, even they can lead to bigg success!

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Please join us next time when we talk about out of this world communication.

Thanks so much for hanging out with us for a bit today. Until next time, here’s to your bigg success!

Subscribe to The Bigg Success Show in iTunes. 

Subscribe to the Bigg Success feed.

Direct link to The Bigg Success Show audio file:
http://media.libsyn.com/media/biggsuccess/00393-051309.mp3

Related posts

Apologies – The Good

Relationship Building Blocks

Failure to Do This Harms Relationships

Creating Wealth in the Next Generation Economy

Apologies – The Good

interactiveamy_dominos_crew.jpgToday on The Bigg Success Show, we were thrilled to welcome Amy Ravit Korin, also known as interactiveAmy. She’s a social media consultant to individuals, local businesses and Fortune 500 companies. We met Amy at SOBCon, the business school for bloggers. Amy has so much personality that, once you meet her, you’ll never forget her! So let’s get to the conversation …

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marylynnAmy, you told us this incredible story that we want you to share with our whole community. You recently ordered some pizza from Domino’s. But it took an hour to get the order to you and, when it arrived, it wasn’t right. What happened next?

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amyI called the store and they said they would send over another one. I’m also very active on Twitter – as a social media consultant it is one of my preferred methods of communicating. So I tweeted what had happened. I was just venting my frustration.

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georgeAnd that's when Ramon De Leon, who is the owner of the local Dominos stepped in, right?

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amyYes! He twittered me right away and asked which location I ordered the pizza from.

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Get in on the conversation

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marylynnThis is a good thing for local business owners to understand. Since you are a social media consultant, Amy, how did Ramon know that you had tweeted about him?

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amyThere are great tools out there that allow you to monitor the real time feed of what's being said on Twitter. Ramon probably had an alert set up for the word “Domino’s” or “Domino’s Chicago.” You can use any term that's relevant for you. In addition, you could also set up a Google Alert, which will alert you whenever your name, brand, or company is mentioned on the Internet. So Ramon said that he would remedy the situation and be back in touch when he had more information. I figured I was going to get a credit for free cinnamon sticks the next time I placed an order. Imagine my surprise when I woke up the next morning, logged onto Twitter, and saw a tweet from @DPZRAMON. It said, "Amy, we want to make it up to you, please click on this link." The link took me to a video apology from Ramon, who is the owner of six Domino’s franchises in Chicago. He was standing there with Junior, who is the General Manager of the store where I ordered my pizza. They were offering an apology for what had happened that previous night.

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The buzz begins

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marylynnLike a lot of people, we've watched that video. I really liked that the apology was very sincere!

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amyYeah, what's so crazy is, just this morning, I actually got a tweet from Ramon. He said that video has been embedded on over 30,000 websites! And this is not just 30,000 watching the video; this is 30,000 people who think it's noteworthy enough to feature on their website.

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Wow!

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marylynnAnd in this video, not only did Ramon apologize to you – and promise to make it up to you – he said that they were going to wow you! Now that's more than cinnamon sticks. So what did they do to wow you?

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amyFirst of all, I was totally wowed by this video apology. I had never seen or heard of anything like it. Well as it turns out, I'm also involved in the Social Media Club of Chicago. We hosted an event on Thursday, April 30th – the kick-off to SOBCon. It was a great event where we had all kinds of Chicago social media minds in addition to friends from all over the country. Independently of this video apology, Domino’s was already secured as an event sponsor. So if that wasn’t enough, Domino’s showed up with over 100 pizzas for our club. They also brought a personal pizza for interactiveAmy, with my name all over the box. Ramon delivered it himself.

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george
So he didn't delegate this!

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amyNo, he didn't! Not only was he there, he was really excited about it. He couldn't wait to meet everybody who had heard about him after the video apology. But he was most excited to come and meet me, which was really cool.

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george
And who can blame him, Amy? We know you!

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amyHe also brought some members of his team including Junior. And it was his day off! In addition to the personalized interactiveAmy pizza, Junior also brought me a dozen roses in my favorite color, fuchsia. See video of interactiveAmy with DPZRAMON and Junior.

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marylynnHow on earth did he know your favorite color? He must have visited your website where that color is so strong.

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amyThat's true. I don't know if he did his back end research or if he just took a guess that women like bright pink.

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marylynnWell, I am just wowed by all of this. It’s just incredible!

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interactiveAmy and DPZRAMON

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The conversation begins when a mistake is made

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amyI thought so too. Ramon and I are still in touch. He has become an example of what great customer service is and can be – how to take steps to forge relationships with your customers which is a huge opportunity. When somebody makes a mistake, it doesn't have to be the end of the conversation. It really should be the beginning.

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georgeThat's a great point, Amy. But you could have just said nothing and not gone back to Domino’s. Instead you said something – not even expecting a response – but he responded in such a magnificent way that you've talked about it ever since. Plus 30,000 bloggers have talked about it too!

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amyExactly. As the owner of my own social media company, this is definitely something I try to advise business on, from small mom & pops all the way up the Fortune 500 ladder. Take any opportunity to engage in a conversation about your brand, product or service. And listen – especially when someone says something that might not be the most flattering. It’s a great way to get insight and take steps to remedy the problem. So first you have to listen. Then you can engage. You can become part of the conversation and take the necessary steps to forge your relationship going forward.

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georgeThose are great points, Amy. Here’s what I’ve learned – if you need a case study for your social media consulting business, just be your own.

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amy
I think that's a lesson to all of us … go out there and make things happen!

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Get the tips and tools you need to be a BIGG success.
Subscribe to the Bigg Success Weekly – it’s FREE!

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Thanks Ramon for being a shining example of great customer service.

And thanks Amy for sharing your story with us.

And thank you for reading our post today.

Bigg Question

Have you been impressed with the response to a complaint? Share that with us by leaving a comment below, e-mailing us at bigginfo@biggsuccess.com or calling us at 888.455.BIGG (2444).

Please join us next time when we’ll continue on this thread. We’ll discuss bad and ugly apologies. Until then, here’s to your bigg success!

Subscribe to The Bigg Success Show in iTunes. 

Subscribe to the Bigg Success feed.

Direct link to The Bigg Success Show audio file:
http://media.libsyn.com/media/biggsuccess/00392-051209.mp3

Related posts

Apologies – The Bad and the Ugly

Relationship Building Blocks

Failure to Do This Harms Relationships

Creating Wealth in the Next Generation Economy

(Image in today's post provided by interactiveAmy)

What’s Hot in 2009: Fun Trends

hot_2009 This week on The Bigg Success Show, we’ve been taking a look at opportunities and threats in 2009. Today, we wrap up the five-part series by looking at fun trends.

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Let’s start with fitness. Is that fun? One of the biggest trends is dance. Zumba, which combines South American rhythms with cardiovascular exercise, is expected to be one of the biggest crazes.

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marylynnI tried that once with some friends. I wasn’t very good at it. My instructor sure was – she could really shake it. I ended up going back to the treadmill.

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The young and the restless

But dance isn’t just for fitness; dance halls are making a come back. People are looking for ways to feel good and have fun in these tough times. That applies to all of us, but this trend is particularly expected to capture the under forty and single crowd.

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georgeSo young people will be going out, having fun, socializing, and dancing to upbeat and swinging music while us old folks are dancing at the fitness center to stay in shape!

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Home, sweet home

And staying home more. Cocooning is expected to be all the rage again for those of us who aren’t going out dancing. When we’re home, we’ll enjoy more video-on-demand, not just from things we’ve recorded or TIVOed. We’ll sit down to a whole array of movies and shows that will be available as new technologies come online.

We’ll also be playing more video games. A lot of people have already invested in the biggest part of a good home entertainment system. Experts expect video games to do well.

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georgeI’m amazed at the percentage of adults who now play video games on a regular basis. I’m further amazed to count myself in that group!

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marylynn We like the Sony Wii, which is great for entertainment but also hit the list of hot trends in fitness with Wii Fit.

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Plain Jane (and John)

We mentioned the do-it-yourself trend on a previous show this week. DIY fashion – from jewelry to clothes – is expected is be very popular, not only among hobbyists, but as a cottage industry. Sites like etsy make it easier than ever to sell your homemade goods.

There’s an old adage that stocks follow hemlines. As hemlines go up, stocks rise. Hemlines go down, you know what happens. So we wondered what would be hot in fashion in 2009.

The look is dowdy, a successor to the grunge look. Faded colors and plain styles will be in vogue. As if the economy isn’t dismal enough, now we have to dress that way! It seems to us like we should do the opposite – dress boldly. Maybe that would get our stocks excited!

Cruisin’

All inclusive vacations are expected to be hot again because we know what we’re going to spend before we go. That certainty is appealing right now. One beneficiary of this is expected to be cruise lines.

Never second best

Another travel trend is people visiting the “second city.” Rather than London, go to Birmingham. Instead of New York City, think Chicago. The Windy City is also expected to do well because it’s the hometown of our incoming President.

Park place

The most popular destinations this year will be national parks. Seventy-three percent of the respondents in a recent survey by TripAdvisor said they plan to visit one. Parks and other attractions close to home keep budgets in line because we don’t have the expense of flying.

And in case you’re wondering, people are planning to spend around $1,500 for domestic trips and about $4,000 when traveling abroad.

It’s important to have fun, in good times and bad. The good news is that, in these bad times, you can get some great deals. Plan ahead. Shop around. And save bigg money!

___

Get the tips and tools you need to be a BIGG success when you
subscribe to the Bigg Success Weekly – it’s FREE

___

Thanks for joining us today. Check in next time when we’ll discuss the mattress stuffers of the 21st century. Until then, here’s to your bigg success!

Subscribe to The Bigg Success Show in iTunes. 

Subscribe to the Bigg Success feed.

Direct link to The Bigg Success Show audio file:
http://media.libsyn.com/media/biggsuccess/00305-010909.mp3

Related posts

What’s Hot in 2009: Careers

What’s Hot in 2009: Businesses

What’s Hot in 2009: Threats

What’s Hot in 2009: Questions

(Image in today's post by MISHA)

What's Hot in 2009: Fun Trends

hot_2009 This week on The Bigg Success Show, we’ve been taking a look at opportunities and threats in 2009. Today, we wrap up the five-part series by looking at fun trends.

___

___

Let’s start with fitness. Is that fun? One of the biggest trends is dance. Zumba, which combines South American rhythms with cardiovascular exercise, is expected to be one of the biggest crazes.

___

___

marylynnI tried that once with some friends. I wasn’t very good at it. My instructor sure was – she could really shake it. I ended up going back to the treadmill.

___

The young and the restless

But dance isn’t just for fitness; dance halls are making a come back. People are looking for ways to feel good and have fun in these tough times. That applies to all of us, but this trend is particularly expected to capture the under forty and single crowd.

___

georgeSo young people will be going out, having fun, socializing, and dancing to upbeat and swinging music while us old folks are dancing at the fitness center to stay in shape!

___

Home, sweet home

And staying home more. Cocooning is expected to be all the rage again for those of us who aren’t going out dancing. When we’re home, we’ll enjoy more video-on-demand, not just from things we’ve recorded or TIVOed. We’ll sit down to a whole array of movies and shows that will be available as new technologies come online.

We’ll also be playing more video games. A lot of people have already invested in the biggest part of a good home entertainment system. Experts expect video games to do well.

___

georgeI’m amazed at the percentage of adults who now play video games on a regular basis. I’m further amazed to count myself in that group!

___

___

marylynn We like the Sony Wii, which is great for entertainment but also hit the list of hot trends in fitness with Wii Fit.

___

Plain Jane (and John)

We mentioned the do-it-yourself trend on a previous show this week. DIY fashion – from jewelry to clothes – is expected is be very popular, not only among hobbyists, but as a cottage industry. Sites like etsy make it easier than ever to sell your homemade goods.

There’s an old adage that stocks follow hemlines. As hemlines go up, stocks rise. Hemlines go down, you know what happens. So we wondered what would be hot in fashion in 2009.

The look is dowdy, a successor to the grunge look. Faded colors and plain styles will be in vogue. As if the economy isn’t dismal enough, now we have to dress that way! It seems to us like we should do the opposite – dress boldly. Maybe that would get our stocks excited!

Cruisin’

All inclusive vacations are expected to be hot again because we know what we’re going to spend before we go. That certainty is appealing right now. One beneficiary of this is expected to be cruise lines.

Never second best

Another travel trend is people visiting the “second city.” Rather than London, go to Birmingham. Instead of New York City, think Chicago. The Windy City is also expected to do well because it’s the hometown of our incoming President.

Park place

The most popular destinations this year will be national parks. Seventy-three percent of the respondents in a recent survey by TripAdvisor said they plan to visit one. Parks and other attractions close to home keep budgets in line because we don’t have the expense of flying.

And in case you’re wondering, people are planning to spend around $1,500 for domestic trips and about $4,000 when traveling abroad.

It’s important to have fun, in good times and bad. The good news is that, in these bad times, you can get some great deals. Plan ahead. Shop around. And save bigg money!

___

Get the tips and tools you need to be a BIGG success when you
subscribe to the Bigg
Success Weekly
– it’s FREE

___

Thanks for joining us today. Check in next time when we’ll discuss the mattress stuffers of the 21st century. Until then, here’s to your bigg success!

Subscribe to The Bigg Success Show in iTunes. 

Subscribe to the Bigg Success feed.

Direct link to The Bigg Success Show audio file:
http://media.libsyn.com/media/biggsuccess/00305-010909.mp3

Related posts

What’s Hot in 2009: Careers

What’s Hot in 2009: Businesses

What’s Hot in 2009: Threats

What’s Hot in 2009: Questions

(Image in today's post by MISHA)