McDonald's Secret Weapon

There is a McDonald’s a few streets down from where I live. It’s on a busy road that leads into downtown Columbia, SC.  I stop in once in awhile to grab some coffee as do thousands of others it seems during the morning commute.  I go inside because it’s faster than the drive-thru and each time I’ve gone in the restaurant there sitting on a stool is a well dressed man in his 70’s.  He greets each person who walks through the door with a huge smile and a pleasant good morning!  The man does not work for McDonald’s he is a customer.  He has a cup of coffee and a bible. I had a little extra time one day so I sat with my coffee and just watched.

I watched him greet everyone…everyone.  He did not hand out bible tracts, did not go up to people, he sat on his stool and with a million dollar smile and a warm cheerful voice said good morning.  It was hilarious to watch the look on the face of people when they walked in and received such a greeting at McDonald’s.  Some said good morning in return, however, most were so shocked they said nothing (they would say have a nice day on the way out).  I watched as a person walked in who clearly was not having a good morning (you could tell by the look on her face) she received her good morning and gave the man a strange look, however, by the time she made it to the counter she had a smile on her face and her day was made brighter.  She told the man thank you on the way out.  I thought that was an interesting response, it seemed she needed to hear and see something that placed her morning into perspective.

I stayed for about twenty minutes watching this unfold with each person who walked through the door.  After awhile the man took his coffee and bible, shook a few hands with the staff and people he must see often and went on his way.  McDonald’s could not pay for a more effective public relations campaign.  However, this was not a PR event, rather someone who has a love for people and was intuitive enough to know the right place and time to make a difference.

Did he make a difference?  You bet!  That cheerful good morning and smile had a different meaning to all those who walked though the door that day.  Tomorrow try saying good morning to all those you meet and watch their reaction.  Take note of how you feel after you’ve said this to ten people.  I bet you’ll feel great and it may become a daily habit!

There Is Gold In That Grey!

When I was hired to serve as general manager of the Double O Radio properties the stations were in precipitous decline.  I spent weeks developing a strategic plan to turn the stations around.  My proposal was not what I really wanted to do.  I wanted to go head to head with the CHR (Top 40) station, however, I knew corporate was tired and not prepared to go into battle. It would take a young aggressive program director and full staff plus, it would not immediately solve the revenue problem.  The plan?  Go grey!

Having experience with older demos I know what makes them tick!  I know their “sweet spot.” If we developed stations around a 45+ demo we would make money.  Ratings? Not so much. Ratings and revenue do not always go hand in hand.  Why older demos?  That’s where the money is!  According to McKinsey Consulting over 50% of all consumer spending are by people over the age of 50.  Yet most advertising agencies target adults 18-34.  Marketers drool over this demo and spend millions trying to reach them with TV, Radio, Facebook, Twitter, etc.  This makes sense if its 1980.  Now, 33 years later, the baby boomers make the largest group of consumers with the most money to spend.

-       People 50+ earn $3.4 trillion annually compared to $1 trillion adults 18-34

-       People 50+ generate 50% of all disposable income (In a down economy that can mean life or death to your business)

-       People 50+ buy 60% of all packaged goods and over half of all new cars

Research by AARP shows a majority of consumers over 55 feels that marketing either portrays them negatively or ignores them altogether.  Why?  Because ads are created by those 25 years younger. 

We developed two radio stations that catered to the older demo. The listeners became loyal to the stations and loyal to our advertisers.  In a short time everything turned around with the stations making a profit for the first time in seven years.  In today’s economy those 50+ have the money to buy your product or service. Love on them and you’ll see there is Gold in that Grey!

Every City Needs A Joe Pinner and Mal Bellairs

My first job in broadcasting was at age 15.  It was part-time weekends at WVVX-FM in Highland Park, Illinois just outside Chicago.  I wrote a letter to the General Manager and said I would do anything for a job (It was really several letters and many, many phone calls!)  The GM was Bill Paar, one of the nicest guys you’ll ever want to meet.  I learned much from my days there and those stories will fill future blogs.

Three years later I landed a full-time job at WIVS-AM in Crystal Lake, Illinois again outside Chicago (I now work at WIS…wow) the owner of WIVS was Mal Bellairs.  Mal was a huge radio personality in Chicago for 50 + years.  His voice and image could be heard and seen everywhere.  I ran the control board, read news and weather, handled production and babysat the FM sister station.  

The next shift after mine was the Mal Bellairs talk show…sure enough Mal was early and came in the studio the moment I turned the mic on.  I was so nervous I’m sure I said the wrong call letters and forgot my name.  I apologized and thought my first day would be my last.  Mal laughed and told me the story about his first day on air…it made me feel so much better.  That was Mal Bellairs.  I was working with a giant in broadcasting that made me feel it was more an honor for him to be working with me!  That’s the way he treated everyone and that’s why people loved him. 

When I came to Columbia, South Carolina (nearly 20 years ago!) I heard about someone called Joe Pinner.  The stories about Joe reminded me of Mal Bellairs.  Sure enough Joe and Mal are cut from the same cloth.  Joe made me feel like a long lost friend. I would watch Joe talk to everyone at an event or function as if they were part of his family.  Truth is, they are.  Everyone loves Joe as they loved Mal.  Joe taught me many things I needed to know about Columbia and on my TV debut he called during a commercial break to say “young man your tie is showing under the bottom of your coat…fix it!”  He wanted me to be at my best.

Joe Pinner celebrates his 50^th anniversary this year at WIS-TV.  How does someone have an impact on the lives of so many for so long?  Simple.  It’s not about self. It’s about others.  Showing a deep, truthful and meaningful commitment to helping others achieve great things.  Joe Pinner and Mal Bellairs became household names with a smile and what can I do for you spirit.

What can you do to help someone you know achieve greatness?  

I'll Take Toothpaste for $500 Alex

Every time I run out of toothpaste my wife buys something different, it’s always a surprise what flavor or brand I’ll have next!  It’s not that she forgets the brand it’s just that after 10 minutes in the aisle staring at the shelf trying to find it she gives up and grabs something that looks close enough to what I use.  I can’t blame her (rather her shop than me) it’s simply a frustrating experience.

Walk into any CVS, Rite Aid or Walmart and you’ll find not one but 20 plus types of toothpaste.  There is gel, paste, mint, baking soda…some offer whitening, plaque removal, tartar control, anti-calculus (whatever that is), desensitizing and the old standby fluoride.  When I was growing up in the 70’s there was Crest and Colgate.  Done.  Choice was easy. Not so today.  What is said about toothpaste can be said about a thousand other products that offer a variety of choices, for this is clearly a sign of a country with abundance.  Would you rather not have choices?  Of course not, choices are wonderful, however, I believe having so many choices for things as simple as toothpaste is causing the nation stress.

It is said that 8 million adults in the U.S. have ADHD. (attention deficit hyperactivity disorder) There are many causes for this disorder that leads to a chaotic and disorganized lifestyle.  Medication can help, however, those that live with ADHD know how tough life can be at times.  I wonder if our chaotic lifestyle might lead to Adult ADHD.  How can anyone focus with the dizzy array choices and decisions we make daily?  Cable: 500 stations.  Radio: 300 stations on XM. Gas: 87 Octane, 89 Octane, 93 Octane.  Email, voicemail, Facebook, Twitter, LinkedIn, MySpace, iPhone, iPad, iPod, Pinterest, Blogs (not this one of course) where am I going with all this…I believe if we are going to have a quality impact on the lives of others (and our own) don’t allow yourself to stress out over making decisions based on a variety of choices thrown at us everyday.  Give yourself the gift of time.  Time allows you to think, enjoying sound judgment giving substance to your decisions.  Who knows, maybe you’ll go right to the aisle that has your favorite toothpaste.  You want fries with that?  

Where Have All The Cowboys Gone?

My iPod has about 500 songs that I listen to over and over.  I want a short playlist of Tim’s Top Favorites (American Top 40 take off). One of those on my favorite list is Where Have All The Cowboys Gone – Paula Cole.  The song starts out promising then slide into despair when the man she loves turns out to be a run-of-the-mill guy doing stupid guy things.  The promise of her Cowboy fades quickly so she asks the musical question “Where Have All The Cowboys Gone?”

Indeed.  Where are the Cowboys?  What happened to real?  You know, things that a genuine…authentic. We live in the age of illusion and deception.  It’s the culture of appearance that rules the day and frankly it’s making us all tired.

We’ve grown numb to the difference of real and fake (good and evil) lying and cheating are viewed as no big deal.  This cultural darkness is at the root of our ills as a nation and society.  I speak with leaders daily and I sense there is something missing, a profound disconnect with our culture.

People are hungry for “real.” Yearning for truth is what our soul craves.  Truth in our personal life, professional life, love life, etc.  We are burned out! The countless distractions of computers, cell phones and every gadget built today don’t full the void of truth.  We want something of substance.  We don’t want Beyonce lip-syncing President Obama’s inaugural, we want her real God given talent singing!  Are there role models today?  There were a ton of them when I was growing up!

We long for the tiniest drop of something that is true…everyone is hungry for the truth.  The funny thing is…if you want 15 minuets of fame today, do something of substance.  Stand up for what is true, good and meaningful and you’ll stand out and get noticed!   Fast Fact…doing so you’ll change your life, influence others and answer Paula Cole’s question about missing cowboys.

5 Secrets To Get Noticed!

Working with non-profits the one area that causes the most vexation is how the media covers their organization.  It seems like it’s harder to get media coverage for events, happenings, celebrations, etc.  In some ways it’s true however, more often than not, its knowing how to cut through all the noise.

All media, electronic and print are working with less.  Fewer resources means less people.  These folks answer email that is always increasing, posting stories on Facebook, Tweeting about everything and if they have time answer voice mail!

So, to jump start 2013 here are 5 quick secrets to get noticed! (There are tons more, but, you’ll have to call or email to get the rest!)

1.    DO NOT Send A Blanket Press Release.  The inbox is full of press releases that are never fully read.  If the first line does not grab the attention of the assignment editor or reporter its toast. Send your announcement to the reporter personally.  Everyone loves to be called by their first name…media folks are no different.  Never more than a page. Who, What, When, Where and Why is still rule of thumb.

2.    Ask For Advice.  Call the assignment editor or reporter (call in the morning before deadlines) and ask what type of stories they look to cover.  What gets them excited?

3.    It’s All About Relationships.  Develop a relationship with the media like you’re dating!  Follow a reporter on Twitter, like them on Facebook and comment on stories and blogs they produce.  Do not ask them to lunch or coffee that is a line that should not be crossed.

4.    Create A Media Kit.  This can be a nice folder with information about your organization, facts, FAQ and your contact information.  Send this with a personal note saying, “thought you would like to know more about what we do….” Make sure you call it a “Media Kit” not a “Press Kit” press is a print term and electronic media folks don’t like that term.

5.    Become An Expert.  If you see a story on the news and it somehow relates to what you do pick up the phone (or email) the reporter and offer yourself as someone they can interview in the future because you know…X,Y and Z about the subject.  Also find out the producer of the newscast they help the reporters and anchors flesh out stories.

Whew!  This is fun!  There are tons more but this will get you started!

Have You Talked To Your Belly Button Today?

Earlier this week Fred Turner passed away.  That name may not be as famous as a Hollywood star or politician but Fred had an impact on our lives in one form or another.  Fred Turner was a true visionary who could pick out trends before anyone noticed.  He had what they call “gut” instinct.  I call it having a close relationship with your belly button!  That inner feeling you know you know, what you know is right! You can’t learn it nor explain it…you just know.

In today’s world we are plagued with a disease called Analysis Paralysis.  Ideas have to be tested with focus groups, research consultants, round table discussions, staff meetings, etc. Take a chance on a whim?  Really?  You’ve got to be kidding?  There is too much at risk!  What if it doesn’t work?  We could loose thousands of dollars and the board of directors would go mad!  We have to analysis every nuance of an idea today and that creates paralysis for any organization.

Let me be clear I’m a big believer in research.  I’ve worked for multi-million dollar broadcasting companies where research was critical to our success.  Not doing proper research before making major decisions are foolish.  However, the times when we stepped out of a typical paradigm to try something new…magic happened!

Fred Turner’s gut instinct (belly button) shaped and redefined how America and ultimately the world would dine. Fred started as a fry cook at a small hamburger joint in 1956 who would stay with his boss Ray Kroc until Fred became Chairman and CEO of Kroc’s company called McDonald’s.  Fred oversaw such ideas as the Big Mac, Chicken McNuggets and Egg McMuffin…all ideas he was told would never work!

As we start 2013 make a promise to talk and listen to your belly button (might want to do that in private) you might find a magical world of ideas will open up for you!

Ode To The Clown!

In my early 20’s I bought a small AM radio station in New Port Richey Florida (just north of Tampa) the station was about to go dark, in broadcasting means go off the air due to financial trouble.  I went to the owner and said, “I would like to buy the station.  However, I don’t have any money to give you, but I’ll take over the debt service.”  He laughed me out of his office...two weeks later he and I made the deal. It’s amazing how things change over time!

I borrowed some money from family (don’t ever do that by the way) to pay the attorney, buy new stationery, change the locks, etc. The station was located at 1500 AM the worst end of the dial.  It was a 250-watt day timer, meaning it could only be on the air during daylight hours.  I was the owner, general manager, general sales manager, program director, on air talk show host, grass cutter, bathroom cleaner and so on.  The one great thing the station had going for it was this off the wall new talk show by some guy named Rush Limbaugh. Rush started out with 56 stations and my station WPSO AM was one of them.  I’ll write another blog on that story some other time, in any event, a month after I bought the station Rush took off!  His show became a national hit and the syndicator wanted a bigger market so, Rush moved down the road to WFLA in Tampa.

The station had a long history in the area and had a loyal following however, the demo was 50+ in that part of Florida that’s really young!  Like the pervious owner I too found getting advertisers to be challenging (to say the least).

The guy who owned the local Chrysler dealership was really tough.  He would spend tens of thousands of dollars in advertising but I could never get him to spend a dime on my station.  It was always the same old line “nobody listens to AM,” “your signal is too weak,” “your demo is too old.”  I would smile and offer evidence to the contrary including showing him hard facts that my listeners buy more Chrysler’s than any other make of car outside of Lincoln.  Nothing worked.

His office was what everyone thinks of an old time car dealership.  Smokey yellow tint on the walls and clowns everywhere.  I’m not kidding, there were pictures of clowns, paintings of clowns, statues it was full of clowns.  

I returned back to the station and sat in the chair across from my desk totally worn out thinking about what’s next.  As I sat there I’m looking at this awful picture that was mounted behind my desk, it was this huge painting of a clown crying over unpaid receipts.  The painting along with the office furniture came with buying the station.  I hated that picture…it was depressing!   Then it hit me!

I took it off the wall wrapped the thing in brown paper and told the only other sales person I had to drive it down to the Chrysler guy and deliver it to him along with a note.  The note read “I’m not clowning around…I really want your business and I’ll work harder than anyone to keep it.”  Within 30 minutes he called me and said get my backside (not really that word) down to his office!

I received the order that day and every month forward until I sold that station.  The Clown helped however, my desire to truly serve his needs was evident.  Help others achieve greatness and yours is guaranteed!

To: Bob Sherman

When I was thinking of starting a blog I had a million ideas, but I kept coming back to a blog I read over and over.  It was called "Great Sellers Go To Heaven."  It was created by Bob Sherman President/CEO of Double O Radio and a member of the Pilot Group.  Bob would share his 40 + years of sales insight that would clearly make you feel better about yourself and others after reading.

Bob Sherman hired me to serve as general manager of the company's two radio stations in Columbia.  I had history with these stations and knew the market well.  What I did not know at the time was the job as GM would mold me in ways I never thought possible.  I remember the moment I agreed to take the job Bob said "now we'll see the real Tim Miller."  I now know when Bob made that statement he understood what was coming...I didn't. Bob knew the challenges ahead and was still willing to hire me in a position that six other mangers had left.

I remember the phone calls where Bob would lead and encourage me and others where he would rail me against the wall and at the end say "remember I still love you."  That was Bob Sherman.  I recall one night Bob called my cell at 10:45PM.  I answered by saying "I thought someone of your age would be sleeping by now."  His reply:  "Sleeping? Hell, I just got off the treadmill!"  You could pick at Bob, however, had to walk softly he's still the boss...but he loved it!   We talked for more than an hour.  He asked about sales for the day then went from story to story about things in his career. I soaked it all in what a life!  He then spoke about his special needs child...it was at that moment I knew this was one of life's indelible moments.  The next summer Bob died from cancer.  I knew he had health issues however, most everyone had no idea it was that bad.  I often think of how great it would have been if he could have seen the turnaround of the two Columbia stations.  After seven years we finally broke even and started to make money!  What a concept!  I now realize he did in fact see our success because Great Sellers Go To Heaven and that's where Bob Sherman lives.

My blog is dedicated to Bob.  I just added the word "All." I hope whatever insight I can bring lives up to the motto that was at the end of every correspondence Bob wrote.

Love Your Work and Work Tirelessly
Communicate Honestly and Fearlessly
Serve, Don't Sell
Collapse Time
Teamwork