I’d like to welcome Jacobs Media’s Bill Jacobs for a guest posting today:
Many of you recall the "Fish" video we’ve shown to you and your staffs as part of our "DJ Presentation." It’s a great story about the Pike Place Market in Seattle and how — among a slew of other fish vendors — this one stands out because of the way it makes its customers feel. "Fish" is all about having fun at work, involving the customer, and making them feel important.
Recently, I ran across another great example of how customer service, dedication, effort, and one-on-one attention truly make a difference. I was watching a short video featuring "America’s Hottest Bartender," and many of the same qualities in "Fish" were exuded by this year’s winner, Danielle Day.
Apart from the fact that Danielle IS hot, she’s very smart because she’s cultivated "core fans," and she knows what it takes to cut through, make a name for herself and her bar, and get noticed. There are a lot of good-looking bartenders around the country that haven’t made these connections.
Note how words and phrases like "giving them one-on-one attention," "treating women the same as men," "personality," "interacting," and "entertaining" stand out. Visiting Reserve in Chicago is about more than just having a few drinks. Danielle makes it an experience by providing a fun, exciting, and personal experience for her customers. That’s a big part of what sets her apart, and keeps people coming back. (By the way, Danielle obviously has a great work ethic – she hasn’t built a fan base by just smiling and mixing drinks.)
Some stations are in the midst of the "Rock Girl" so this is a good reminder that if you really want to have a memorable winner and a great station representative, there’s a lot more to it than just looking good. Ensure that the winner is personable, good with crowds, can be nice to every listener, is approachable, and truly is a great representative of the station. We recently conducted some Listener Advisory Board Groups for WRIF here in Detroit. "Rock Girl" Lisa Welch embodied all those qualities. Fans of the station found her accessible and friendly, and that is clearly paving the way for a great "Rock Girl" promotion that is occurring right now.
The bottom line is that every encounter with a listener — whether in public, on the phone, in an email, at the station when they pick up a prize — can have an impact. And the right ambassador can make all the difference in the world. As listeners become more and more comfortable with iPods and other gadgets, the hi-touch, real person factor stands out even more.
Jacobs Media has consistently walked the walk in the digital space, providing insights and guidance through its well-read national Techsurveys.
In 2008, jacapps was launched - a mobile apps company that has designed and built more than 1,300 apps for both the Apple and Android platforms. In 2013, the DASH Conference was created - a mashup of radio and automotive, designed to foster better understanding of the "connected car" and its impact.
Along with providing the creative and intellectual direction for the company, Fred consults many of Jacobs Media's commercial and public radio clients, in addition to media brands looking to thrive in the rapidly changing tech environment.
Fred was inducted into the Radio Hall of Fame in 2018.
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