Friendly Competition

Friendly Competition

“Keep your friends close and your enemies closer” is a sometimes quoted and often misquoted saying that is credited to the book The Art of War from over 4000 years ago and the Godfather Part 2 movie a mere 40 years ago.

While much has been said about that quote, today I’m going to share another personal story about a friend of mine who just passed away this past month unexpectedly and how that quote started off a friendly competition that became a true friendship and mentorship for nearly two decades.

I’ll conclude with some lessons and wisdom for you to apply to your life and business.

This friend of mine is Ron Latham.

I thought I first met Ron in 2003.  I’ll explain more about that in a moment.

In 2003, I was returning to the world of media and marketing to join a group of radio stations in Fort Wayne, Indiana.  Travis Broadcasting was their company name which a year later became the Summit City Radio Group.  Ron was one of the older salespeople in his early 60’s and I was in my early 40’s.  Ron was very competitive and instead of just being boastful, he went out and beat his competitors.

As one of 6 new salespeople that started in early 2003, he didn’t really pay attention to me or the rest of us, he just went out and did his thing while we did ours but I later learned, he took pride in being the best each month.

About a year after I started, management held a sales meeting and announced new goals and budgets for each of us.  When the meeting adjourned, as we were all walking back to our offices, most of my coworkers were unhappy, including Ron.  I asked him, what’s wrong and he told me over his shoulder, “I don’t care about their stupid goals, I have my own that are higher than those.”   I responded, “I just have one goal.”

Ron stopped walking and turned around and said with a little snarl, “Yeah, what’s that?”

I told him, “To beat you.”

That lit up his eyes with a competitive spirit that said, “Game On.”  We made a little side wager, loser would have to buy lunch at the end of each month.

Ron hated to lose, and I did too, but I’ve been what I call “quietly competitive”.  Cool and calm on the outside, but a fighter just below the surface.  Over the next several months, this lunch wager was fun.  We compared billing and the first month I won.  Probably shocked the old guy that someone like me was able to beat him at something he’d been doing for 40 years.

“Anyone can get lucky for a month,” he said as we ate that first lunch that he paid for.  The competition continued.  Month two, he got his revenge and I bought lunch.  Month three and month four came and went and I won those two months. Then it was his turn to be on top for a month while I got a free lunch the month after that.

Within 6 months a new found respect and friendship developed out of this friendly competition and while I believe I beat him by at least one month before we stopped, everyone really won.  Ron’s billing grew to new heights, as did mine and we helped a bunch of local businesses with their advertising and marketing.

Ron decided to leave those radio stations when they did some programming changes that wiped out a big chunk of his monthly billing and income, but he was a wanted man, in a good way.  He had offers to sell advertising at other places including the monthly Hispanic newspaper.  That’s a story in itself.

The publisher of the Hispanic newspaper, Fernando met Ron and did a Spanish Language weekend radio show which expanded to 7 nights a week.  The programming changes I mentioned cancelled Fernando’s radio show, however Ron joined forces with Fernando and became the Gringo Sales Manager for the Hispanic paper.  See, Ron couldn’t speak a lick of Spanish, and didn’t want to learn.  But he saw the opportunity for mainstream businesses to advertise in the paper and invite the Hispanic community to spend their money in their stores.

After Ron turned 65, he moved to California for about a year with family but couldn’t stand it and returned to Fort Wayne.  Ron had an apartment in the same historic high rise that the Hispanic newspaper was located and the paper was Ron’s main gig.  It didn’t pay a lot he said but it was his “buttered popcorn money”. He and some of his older buddies would get tickets to the local college football games in the fall, Komets hockey in the winter and Tincaps baseball in the summer.

Ron was always a huge sports fan and basketball was his main game.  However he also took up golf and other activities to stay in shape.

In 2013 I joined WOWO radio.  I learned that the WOWO radio sales team had a tradition of taking a day off in the summer to go golfing. The only golf that I knew was miniature golf so Ron offered to teach me and once or twice a week we’d spend an evening at the golf course using some passes he traded for advertising in the Hispanic newspaper.  When the big event came that summer, I wasn’t the worst, but we quickly played “best ball” to keep the game moving.  My golf skills have only gotten worse since that first year and I never was able to beat Ron.

I did beat him bowling a few times and miniature golf too.

Remember the lunch wager I mentioned awhile ago?  When Ron returned from California, he and I started a new tradition of a weekly lunch without the wager since we worked for two totally different forms of media.

Over the nearly two decades that we were friends, I learned a lot from Ron.  He started out as a bit of a mentor to me.  We explored ideas and brainstormed.  If I had a client that I needed some extra input on, Ron was a great person to bounce my idea off of.  And it turns out, he did the same with me.

My step-daughter who is now in her 30’s was on the girls basketball team in high school and Ron’s wife at the time was the head coach for another girls team in town, one that won multiple championships.  I learned a lot about the game of basketball too from my friendship and conversations with Ron over the years.

I noticed over the past year that Ron was slowing down a little bit, as all of us were forced to live our lives differently with the onset of the Covid-19 Pandemic that shut down so many things including all the sporting events that Ron would have normally been doing.  He and I continued our nearly weekly lunches when the world began opening up, even if it meant a trip thru the drive thru and sitting in a parking lot “socially distanced” in our own cars.

March 4, 2021 was the last lunch we had together.  He turned down the opportunity I offered him to return to his beloved WOWO Radio as a part-time, “free lance” salesperson.  WOWO was where he started his advertising career 60 years earlier.

A week later, he contacted me in the middle of the night with a plea for help. It was a few days after he had contracted the shingles virus in his ear and the constant pain was making it impossible to get any rest.  I went to his home, contacted medics who took him to the hospital and the last time I saw Ron was when I visited him in the Emergency Room to deliver his phone.  The medical staff were assessing his situation and over the next two weeks discovered some other undiscovered health issues that ultimately made it impossible for him to recover.  His only son was allowed to be with him in Ron’s final day since the hospital was abiding with the strict precautionary protocols brought on by the current pandemic.  That was the only person outside of the medical team who got to see Ron after I saw him in the ER a couple weeks prior.

I found three pictures to share of Ron and myself.  The first was from 2009, when he and I were in our weekly lunch routine while working for different media companies,  I think he was scowling at me having another hot dog or something.

The middle picture was snapped in 2004 about the time we were in the middle of our friendly lunch wager competition at a basketball tournament that our radio stations were sponsoring.

And the last picture was a shocker to both Ron and myself.  When he was preparing to move to California, they were downsizing and Ron found a box of old pictures from the 1980’s.  Turns out we did NOT meet in 2003.  We actually played basketball on the WMEE Basketballer’s team. This picture from 1982 features a gangly radio disc jockey named Scott Howard whose only qualification to be on the team was I was the night time WMEE radio disc jockey, sitting next to a much better basketball player named Ron Latham who was a ringer for our team so we wouldn’t be entirely embarrassed when we went out to play in charity games.

With the passing of my friend who was 18 years my senior but we developed a friendship like brothers, I have some lessons to pass on.

  1.  Friendly Competition can be life changing.  While you may view your competition as the enemy because they are going after the same customers you are, that’s just an illusion.  You and your competition are different in ways that may not be obvious. Those differences is what is likely going to determine who the customer buys from.  Learn from each other and you’ll both be better. In the fast food world, some people prefer a flame broiled Whopper while others prefer a Big Mac.  Apply that to what you do too.
  2. Mentor One Another.  Just as I learned from Ron when he and I started working together in 2003, he was also learning from me over the years.  I recall a comment he made 10 years ago about how he could never do things my way because we just thought differently.  But we both used the other persons strengths to improve ourselves.  Today, I have 5 very different people on my advertising sales team at WOWO radio.  They are doing the things that Ron and I would do in bouncing ideas back and forth and mentoring each other.  How can you develop that in your world?
  3. Get Personal.  When you make it all about business or competition, you lose out on the human side of competition.  Do you know the names of your competitors family members?  Do you ever hang out with them?  If something were to happen to you, could you reach out to them for help?

Thanks for indulging me today with this reflection of my nearly 2 decades of friendship with my adopted older brother, Ron Latham that I disguised as some lessons for all of us in what can happen with a little Friendly Competition.

20 Years, One Day At A Time

20 Years, One Day At A Time

I’m going to get personal this week.

I’m also going to weave some lessons for your business into this story.

Today, March 17th is not only St. Patty’s Day… This is also my wedding anniversary.

Number 20 for my wife Kathy and myself.

She selected this day because of her Irish family heritage and back in 2001, this was a Saturday and it all worked out.

Kathy and I were previously married to other people with who we had our kids, so when we married we both became step-parents.

I brought 13 years of previous marriage experience to this union, she brought 17 years worth, add those numbers up and you have 30 years.  Plus the 20 years we’ve been husband and wife… it would be really weird to say we have “50 years of marriage experience”.  Or would it be 70 years?

The past doesn’t really matter so I’m sticking with 20 years.

Time to sneak in a business tip,  The Number of Combined Years of Experience Your Team Doesn’t Matter Either.  I have heard ads talking about over 100 years of combined experience.  So what?  I only care that you know how to take care of my need today.

Which brings us to another item…

How do you stay married for 20 years? One day at a time.

Some things you plan in advance.  I have a budget, okay a spreadsheet with all the due dates and all that fun stuff that I create annually and make adjustments as needed.  You need to do that kind of thing too for your business including allowing for changes and the unexpected.

Some things you decide in the moment.  Hopefully not too many big, life changing things.  Kathy and I have learned to give ourselves 24 hours or more before we decide on big stuff when possible.  Do you and your business partners have a similar plan and action steps?

We enjoy our time together.  We genuinely have made a point to set aside time that is ours. Weekly Date Nights have been a ritual and over the years, we have changed things up and actually have a few choices on where to go for dinner, etc.  But it’s more than date night once a week.  We also enjoy our conversations and doing things together.  Before I move to the next item, let me ask you about this aspect of your business.

How is the culture at your business?  Do you and your team enjoy working together?  The company I work for recently addressed the culture issue and worked to improve it.  I’m not talking about hanging out with your team after hours, but that could be part of the culture you foster at your business.  I’m talking about the day to day stuff, during working hours.  Ask yourselves the tough questions so you can decide what to do to improve it.

Kathy and I also spend plenty of time apart. We both have our own interests.  Just because I’m into human relationship marketing, doesn’t mean she has to be into it too.  Her love of gardening is not mine.  We support each other’s interests that are not our own.

This “difference” actually works quite well.  If both of us were too alike, it would get boring and instead each of us has strengths that help the relationship.  Here’s an example:

Kathy dreads doing dishes, which in our house means loading and unloading the dishwasher and putting the clean dishes away.  Me… I don’t mind at all, so I will often keep an eye out for when that chore needs to be done and do it.  Some people are better at certain tasks than others and some people just don’t like to do certain items that have to be done.  In your business, I challenge you to ask everyone to name one or two things that they do in their jobs that they really don’t like to do.  Then make a list of those dreaded tasks and see if there is someone else who would like to do something on that list.

20 year ago, I was taking a break from the world of media, marketing, radio and advertising.  When I met Kathy, I was a thermoformer operator and she was wrapping up her education to become a nurse.

20 years ago we were using dial-up internet services, there were no social media platforms.  Not even MySpace was around in 2001.

I have people on my local advertising sales team that weren’t old enough to drive when Kathy and I got married 20 years ago.

As you look back at what you were doing 20 years ago, what has changed?  I’m not talking about just the past 12 months that we’ve lived thru with the changes due to COVID, I’m talking about that times 20!

3 more observations about 20 years of marriage that perhaps you can apply to your life and business:

Faith, Forgiveness and Humor.  Those three are big ones.  You need to include those in your life too, both professionally and personally.

Caring About Your Customers

Caring About Your Customers

If you want to earn a consumers business this year, you have to appeal to what matters most to them.

That statement is true if you are selling Land Rovers or if you are running a dollar store.

It’s also been a truth that has been around forever, but now I have a fresh set of data to help you navigate 2021.

It comes from a survey just released last month on MarketingCharts.com.

Do you know what tops the list?

Convenience and Safety.  I’m willing to bet that before our pandemic, those two items wouldn’t be linked together and be a the top of the list.  Sure, we’ve been steadily looking for ways to make our lives easier forever, so convenience would be pretty high on the list anytime, but coupled with the repeated and continuous warnings about our health and safety due to the virus, this is a new category of consideration that we need to keep in mind for many more months to come.

The idea of getting your groceries delivered to your doorstep was an option very few people were willing to spend the money on.  Even curbside pickup was a concept that was still in its infancy a year ago for grocery shopping.

Sure we’ve been having pizza’s delivered to our door for decades.  That concept was expanded awhile ago locally by a company called Waiter on the Way that would take your order over the phone from dozens of restaurants and deliver to you for a small charge.  Of course this concept has since expanded with national companies now providing this service.

Ordering online with delivery of nearly anything has become the mainstay of Amazon’s retail operations for years.  As consumers we knew that we could order online and buy stuff that would be delivered to our homes, or our cars, but the pandemic created the increased need perceived by consumers who were previously not even considering these conveniences, but now do it for safety’s sake.

My question to you, is what have you done this past year and what will you be doing in the months and years ahead to adapt to this trend?

Also on the list is the word Empathy. How do consumers feel about your company and the way you care about them?  How do you manage this internally and externally?  If you have a customer that leaves a less than 5 star review online, how do you respond?  Are your marketing and branding messages conveying empathy and do you live up to those expectations?   Time to clean this area of your business up because this relates to another item on the list.

Losing loyal customers.  With all the changes in buying habits and the disruptions caused by the pandemic, this has also accelerated in the past year and will continue in 2021.

Two more items on the list go hand in hand.

The acceleration of e-commerce and providing the best customer experience. The best way for a local company to compete with an online, out of town company is the customer experience angle.  We want to shop local, make it easy for us to do that because there is an alternative.  Better yet, have you added an e-commerce option for you local customers?

Looking for ideas on how to implement some of these ideas and concepts?  Contact me and we can explore some options.  Send an email to Scott@WOWO.com .

Creating Success with WOWO Radio in 2021

Creating Success with WOWO Radio in 2021

As much as we want to kiss the year 2020 good-bye and move forward as if it never happened, we can’t. And we shouldn’t.

12 months ago all of us were planning on a very different year than what unfolded in 2020.  The economy seemed to be moving forward after a market correction at the end of 2019, but unemployment was at record low numbers and it seemed like we were going to have a boom of a year.

It boomed alright, just not with confetti.  More like a nuclear explosion.

Here in Fort Wayne Indiana, that boom hit around Friday March 13th, 2020.  The Governor of Indiana was mandating restrictions on businesses that would take place the next week and suddenly we all had to determine what was essential and why.   Many of my clients and advertising partners on WOWO radio were essential but some had to shut down for awhile.  It didn’t seem fair that the small local business retailers were not allowed to stay open while the bigger national big box stores were still able to allow customers inside.

At WOWO radio and our parent company, Federated Media, we instituted a Work From Home Policy that was designed to keep everyone safe and healthy. In Fort Wayne, we operate out of two separate buildings.  The south building is where the studios for WOWO, WMEE, K-105, The Bear, Big and the Fan are located.  Our engineer was able to modify studios and set up equipment so our on-air talent was able to minimize the risk including broadcasting from home in several instances.

On the north side of town, Federated Media Fort Wayne Sales and Executive offices were also affected but differently.  Our usual weekly in-person sales team meetings for WOWO were suspended.  Federated Media had already instituted a work from home policy for their local sales teams over a decade ago, which meant instead of having an office or cubicle at the Fed Med office to report to everyday, if you were on the sales team for one of our local stations, you only had to come to the office occasionally.

When people asked me about my job, I would tell them most weeks I have two hours that I show up to the office, the rest of the week is mine to use as I see fit to do what I needed to accomplish.  As a result, I spent between 10 and 25 hours a week in coffee shops.

Something else that was new in 2020 were some management changes at Federated Media in Fort Wayne.

At the end of 2019, our former market manager Jim Allgeier left Federated Media. After a nationwide search was conducted, they promoted from within.  Ben Saurer, General Sales Manager for WOWO, WKJG & WBYR took over to lead Federated Media in Fort Wayne as our Vice-President and General Manager.  For those of us who had been working directly under Ben at WOWO, it was a mixed blessing.  We had a tremendous amount of respect for Ben and believed that he was the right person to step up and lead all of Fort Wayne.  Yet we also knew that if he was promoted, someone else would take over the General Sales Manager position for the 3 stations he was taking care of.

So with the announcement  of Ben’s promotion, came another nationwide search that Ben conducted to hire his General Sales Manager replacements.  Initially Kassie Taksey was hired to become the Sales Manger of two of our smaller stations, WFWI & WKJG and shortly afterwards also became the General Sales Manger of the Bear.  All three of these stations had great potential and Kassie was brought in to create a local sales team that would live up to that potential and she has done an excellent job with that in her first year especially with Covid and the ramifications.  She took over our sports station when live sports were being cancelled and two of our music stations when concerts and events were being postponed or eliminated in 2020.  Hat’s off to Kassie on her teams accomplishments!

The WOWO General Sales Manager position was (in Ben’s words) “The Most Important Hire I Make”.  Here’s why:

Back in 2013, when I joined Federated Media, WOWO was one of the top 3 or 4 stations out of a dozen in Federated Media which operates stations in South Bend/Elkhart and Fort Wayne Indiana.  The past few years, WOWO  (under Ben’s leadership) became the top station in the company with a local sales budget that is nearly double (or more) than any of the other stations in our company.

The new WOWO General Sales Manager would be tasked with… Don’t Screw It Up.

Federated Media General Sales Managers have many roles but carrying their own list of accounts is not one of them.  Only during certain circumstances does that happen and usually for a short period of time.

Coaching is the most important role I believe because if the GSM isn’t selling, then his/her team is and they need a coach to help them be their best.

Let’s look at the 2020 calendar again.

Right before Christmas 2019, Ben is told by the Chief Operating Officer of Federated Media that he will be promoted to VP/GM of Federated Media in Fort Wayne, leading the entire management team in the sales, programming, engineering, and special teams support staff effective in January 2020 which is when the announcement is made company wide.

In January 2020 Ben begins his nationwide search for his General Sales Manager replacements and brings back Kassie to take over three of the four stations that need a leader.

It takes 6 weeks and multiple interviews with candidates across the country before Ben pulls the trigger and promotes from within his WOWO local sales team and I am offered the WOWO General Sales Manager position the week after Valentines Day 2020.

Earlier in 2020, Federated Media had our annual awards ceremony called the “Feddy’s” and I had won a couple of awards for being the top salesperson in our entire company in 2019.  Which presented a dilemma… does Ben take his companies top salesperson out of a sales role since that would not be my job anymore?

Throw in a couple more circumstances that I was not initially aware of in January 2020.

WOWO’s legendary salesperson and former air personality, Art Saltsberg was going to go into full retirement.  A few years ago, Art scaled back his work load and was now only taking care of about 6 or 7 of his favorite clients.  Art was now going to walk away completely in the first quarter of 2020. I remember listening to Art on WOWO when I was a kid in the 1970’s.

At the end of 2019 one of WOWO’s other top sellers decided to leave to take care of some personal matters.  This lead to Ben recruiting two brand new salespeople to the WOWO Local Sales Team, a process that takes a couple of months before the decision is made.

The same week I was offered and accepted the General Sales Manager position for WOWO was the same week Ben added Andrew and Blake to the team to join the rest of us on WOWO.

A month later COVID hit and we all had to scramble to figure out what to do for the best interests of our advertising partners, our company and everyone involved.  As weeks became months, most of us learned new ways of doing things.  One member of the WOWO sales team who didn’t, left after 4 years.  Meanwhile the WOWO sales person who has been with us the longest, had her best year ever due to learning how to adapt to circumstances.

As all of us reflect on 2020 and put together lessons to implement in 2021 there are a few items I want to share with you pertaining to working with WOWO radio to create success for you this year.

  1. We want to help your business be successful. Every member of my WOWO local sales team will focus on your success. 
  2. We don’t just sell advertising schedules.  This relates to #1.  We want to partner with you and learn & understand your marketing, advertising and overall business needs and goals to craft a plan that we all agree on for the long run.
  3. You are experts in your business.  We are the experts in ours.  It’s how we became the number one radio station in not just Federated Media, but in all of Fort Wayne with over two dozen radio stations.
  4. We work as a team.  This is one of the things I am most proud of regarding the WOWO local sales team. Tracy, Rob and myself have made ourselves available and are lending ideas, experience and expertise to Andrew and Blake who are completing their freshman year with WOWO.  Now that Chris is back, he too is contributing to the collaboration that goes into the planning process for our advertising partners.  We also have learned some ideas from Blake and Andrew too!
  5. We will be honest with you and only make recommendations we believe are in the best interest for you.  Want to sell Jordon’s on WOWO? We’ll connect you with one of our other stations unless you are a vintage collectors store that sells stuff our listeners would buy.
  6. Advertising Partnerships.  That is our goal. We want to create a bond between you and our listeners and it takes a commitment from you and us to make that work.  If you want to “test the WOWO waters” with just a short term advertising schedule, you are not likely our ideal advertising client.
  7. Flexibility. Or as I said last year, Pivot.  Doing business in 2021 requires that we all do things differently than we were at the beginning of 2020.  Yes, we can do Zoom meetings. Yes, we can change your message when circumstances change.  Yes, we can… was our motto last year and it still is.

Ready for our help?  Contact me: Scott@WOWO.com

Building Trust With Your Marketing

Building Trust With Your Marketing

Today, more than ever, successful business owners know that the route to higher closing ratios and sales is built upon stronger customer relationships, and the single most important element to building and keeping relationships is built upon trust.

“Trust” is defined as, “Confidence in a person or thing because of the qualities one perceives in them”. Your advertising, your website, and your front line people can create the qualities your prospects perceive in you and cause them to choose you over your competitors when they go online.

The internet has changed everything!  Not only has it changed the way people buy, but it has also changed the way people think about your business. When prices and promises seem to be similar on every review and website, “trust” becomes the great tiebreaker.

If your customer count and page views are not reflected in your sales, you need to examine three key areas:

1.) Does your advertising pre-sell customers and build realistic expectations?

2.) Does your website answer the questions your customers are asking?

3.) Are your front line salespeople competent and confident?

The powerful three-way marketing of credible advertising to pre-sell your prospects, combined with helpful websites/Facebook pages and knowledgeable salespeople to improve your closing ratios, will increase your sales.

In the Top 10 Trust Techniques, Technique Number 1 is: Train Your People in Product Knowledge.  Selling is merely a transference of confidence.  If your people have confidence in the quality and value you deliver, that confidence will be transferred to your prospects when they ask questions or hear a presentation.

Click here to review my Top 10 Trust Techniques to create a pre-need trust and preference for your website and your salespeople.
 
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