I was locked out of house one day and had the kids with me. I called my wife and she was not going to be home for an hour or so and it was around dinner. So I decided to go to a place we like in town to eat while we waited, but it was packed. So we decided to go to a very popular chicken franchise (I’ll not mention names).
Unfortunately, the manager and overall service was beyond terrible at this location. The manager was taking orders and was not listening to anybody, he was constantly making people repeat themselves, and just had an overall negative vibe he was putting off to the customers and his team. You could see everyone in the place was frustrated. All kinds of people were waiting in line and sitting around the place waiting in frustration. Not only that, but the lady in the drive though was yelling at the person taking drive through orders.
The place was a dumpster fire! One old guy sitting waiting for his food was getting increasingly angry. He was sitting there waiting well before I even ordered, so when I got my food first it was like the straw that broke the camel’s back and he jumped up and yelled “where’s my pot pie!”.
This place was a nightmare. The sad thing is, this brand invests millions of dollars in marketing, but their people, at least at this organization were destroying the brand. Nobody in that restaurant would ever want to go back after that day. The brand is nothing without the people. And creating a positive work environment comes from the leader. The manager at that location was clearly creating a negative vibe all around. It’s important to create positive ripples around you, not negative ripples.
We all have hard days, but the great brands have positive minded people. Positive mindsets create positive outcomes. If you want to get the most out of your marketing dollars, work hard to create a positive culture and an amazing customer experience that motivates people to want to come back.
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Presented by: JB Kellogg
JB Kellogg is the Co-Founder & Co-CEO of Madwire®. Madwire’s brands Marketing 360® and Top Rated Local® are popular platforms used to help small businesses grow. Madwire was founded in 2009 and has since grown to nearly 600 people and over 100MM in annual revenue. JB & Co-CEO Joe Kellogg were recognized as Glassdoor’s Highest Rated CEOs for 3 consecutive years (#1 overall in 2016). JB is passionate about small business marketing, leadership, sales, team culture and more and often shares the tips, tricks and strategies he’s learned in life and while growing Madwire.
JB Kellogg on LinkedIn:
https://www.linkedin.com/in/jb-kellogg-8567a029/
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