September 30th, 2009

How could I not love hosting Conversation Fridays?

Tonight I received this 7-second message from Jim Bennight of Brian Barnard’s Flooring America Tallahassee. In it, he simply says, “Hello, Michael. You’re gonna make a technophile out of me yet. See you Friday.”

Picture 3Why is that so exciting? Because it’s a big step for Jim, but I’m sure it’s just one of many many more. He’s been attending Conversation Fridays at The Conversation Factory since day one. He’s been curious all along — asking questions, participating in our discussions and really digging in. Now he’s tweeting, blogging, and digging deeper into his passion for rugs.

You’ll be seeing more from Jim I’m sure. Hopefully, so will I.

If you’ve got any questions about area rugs, well, Jim’s your man.

See you Friday, Jim.

September 27th, 2009

Kids these days. Or is it all of us these days?

Posted by Michael Calienes in miscellany, social media, the conversation factory

3CELLSOn Thursday evening, during Jane Campion’s new film, Bright Star, cell phones glowed in the foreground throughout the film like cicada-sized fireflies. On, off. On, off. Check here. Check there.

The next day, a guest at Conversation Friday explained how her daughter and her daughter’s friends sometimes interact — how they have conversations with friends standing right in front of them while their heads point down, waiting for something to happen on their cell phones.

Another guest followed, telling us how their son reacted when he and his wife took his cell phone away for 24 hours. His son’s physical reponse fell just short of hyperventilation, which led to the comment: “You can’t! It’s my life!”

Have we arrived at tech-co-dependency? Can we not disengage for the duration of a movie? A meeting? A conversation? Is the presence of another human being no longer enough to hold our attention?

While I certainly engage on Facebook and twitter quite frequently, I’m not referring to the frequency or intensity of participation, but rather, to the ability to disconnect when necessary, appropriate, and respectful. In an effort to curb my own use during such instances, I’ve resorted to leaving my cell phone in the car when out to dinner, leaving it at my desk during meetings, and plugging it in to charge in a different room while I’m doing puzzles with my daughter. Despite the efforts, I’d still plead guilty to many incidents of attention deficit in the presence of others.

So, how do we turn this around for ourselves and our children? How do we remind ourselves and educate our children that engaging in the moment with the people right in front of our eyes is more important than virtual engagement with the people we’re connected with through a mobile device? That giving our undivided attention these days is more valuable a gift than it has ever been?

Thoughts? Opinions? Leave a comment. Better yet, why not forget the computer altogether and write me a letter? Or call me to chat about it. Yeah, sure, fine. On the phone.

Photo Credit: compujeramey

September 13th, 2009

Honda, Honda, Honda. Tsk, tsk.

Posted by Michael Calienes in ad commentary, branding, social media

So. What do you do when you launch a facebook page featuring a new product people hate? If you’re Honda, and your product is the CrossTour set to release this fall, you put a copywriter and a lawyer together in a freshly-disinfected room, turn on the fluorescent lighting, set the thermostat to about 64º, and get to work.

1. Set up a “Message to Fans” tab; after all, who wants to speak directly to anyone responsible for the very thing being berated?
2. No matter how strong the urge, do not respond directly to anyone.
3. Post a commercial that doesn’t even show the car, thereby fueling fans’ opinions.
4. Make visitors become fans to access “exclusive content.”
5. Explain the removal of comments with something warm and fuzzy like, “We removed comments that were posted contrary to American Honda’s consumer-generated media policy for associates.”

I could go on, but you get the point. Although a lot of bad has been said about the Honda CrossTour (and its social media efforts), it’s apparent Honda didn’t do enough social media homework to soften the blows they never saw coming. Personally, I don’t think the car looks all that bad — certainly the social media effort was designed much more haphazardly. I’d say it was as well thought out as the Pontiac Aztek (now THAT is one ugly vehicle).

Happy Sunday.

Posted via email from michaelcalienes’s posterous

September 12th, 2009

Conversation Friday proves thousands of followers and fans do not a great conversation make.

15 people 4 great conversations

I’ve been extremely fortunate over the last four Fridays. Everyone listed below (in no particular order) has shown up at The Conversation Factory — most more than once — with a willingness to share ideas and connect with other Tallahassee business people. I’d like to thank each and every one for their contributions to Conversation Friday.

  1. Fred Addonizio, Brian Barnard’s Flooring America (who pitched in for sandwiches yesterday)
  2. Jim Bennight, Brian Barnard’s Flooring America (who also pitched in for sandwiches yesterday)
  3. Juli Puckett, Greater Tallahassee Chamber of Commerce
  4. Allie Merzer Fleming, Greater Tallahassee Chamber of Commerce
  5. Angela Hardiman Cole, Greater Tallahassee Chamber of Commerce
  6. Art Carlson, A Voice Beyond
  7. Mark Ravenscraft, The Ravenscraft Group (who brought an assortment of veggies yesterday)
  8. Lester Hutt, Bevshots
  9. Frank Patterson, Dean/ Professor, FSU Film School
  10. Kay Meyer, Kay Meyer Photography
  11. Howard Libin, Adventures in Advertising (who always brings a trinket for everyone and wrote this article published in the Tallahassee Democrat)
  12. David Hanselman, BrackenChase Builders
  13. Rene Hanselman, BrackenChase Builders
  14. Chris Des Marais, Mike Vasilinda Productions
  15. Dave Fiore, DaveMail

Fifteen people. Not a hundred. Not a thousand. The whole experience makes me wish for a button to fan each of these people as individuals on facebook.

I also want to thank Fred Tedio from Uptown Cafe who, though not in attendance, sent lunch for our second session in exchange for a one-on-0ne session with yours truly (hopefully, I can compete with his turkey wraps; I already know I can’t compete with his smoked salmon in apricot glaze).

If you’d like to stop in for Conversation Friday, just let me know by leaving a comment or dropping a note on our facebook page.

September 10th, 2009

Live online customer interactions. Only trust is at stake.

Posted by Michael Calienes in customer experience, social media

bofa-logo-bank-of-america-copy2

Although I love Bank of America’s online chat service, the conversation you see below was a let-down (it was copied and pasted from my online chat window).

Live conversations with customers is a huge responsibility. The potential to do great things is only matched by the potential to do serious harm to your very own company and reputation. As you’ll see from the the example below, it only takes one brief online conversation for the damage to be done (and now it finds new life on this blog).

Just something to think about before putting people with little customer assistance experience and poor communications skills on a very outward-facing platform. This social media online thing that you may call a fad isn’t a game. It’s business, and we all have a lot to learn.

(No — Joe isn’t the representative’s actual name. I decided to “protect” his identity since it’s not his fault he was thrown into the online chat room. In cases like these, management is to blame, since it’s obvious he wasn’t properly trained — and, it seems, neither was the person looking over his shoulder telling him what to type.)

++++++++++++++++++++++++

Joe: How are you doing today?
You: Good thank you — I need to put a stop payment on a check.
You: It was made out to XXXXX

Joe: Sure, I will certainly check it for you and I will try my best to assist you.
You: I sent it via online payment
Joe: Okay.
Joe: Could you please provide me the last four digits of the account number?
You: XXXXX
Joe: Michael, I can see that you are not log in with your own ID.
You: i don’t understand. i’m logged in through my business account
Joe: I would request you to sign in using your own Online ID and we would be happy to assist you at that time.
You: i did — how else could i be here?
Joe: Okay.
Joe: So in this case I would request you to please call our business specialist.
Joe: Please excuse my inability to assist you in this regards as I solely with checking and savings accounts.
You: that’s what i want help with — a stop payment on a check
Joe: Alright.
Joe: Michael, we do not have necessary excess in business accounts, so I would request you to please call our specialist only they will be able to place an stop payment for business accounts.
Joe: Please be assured that we know your time is valuable to you and we would not  direct you to contact us by telephone unless were absolutely necessary.
You: what does “we do not have necessary excess in business accounts” mean?
You: nevermind — i’m outta here

Joe: I mean that this Chat service is for personal savings and checking account.
Joe: Please be assured that your concerns will be taken care of in the best possible way by our associates.
Joe: “Please call us at 1.888.287.4637 and we will be happy to assist you. We are available from 7 a.m. to 10 p.m. Monday – Friday 7 a.m. to 7 p.m. Saturday Eastern Time.
Joe: I thank you so much for your kind co-operation and understanding in this regards.