The Extra Mile Reaps Rewards | radioinfo

The Extra Mile Reaps Rewards

goextramile_131I know that we all feel at times as though our service and care of our clients goes unnoticed and unappreciated by them. We do our best, we go above and beyond, and they still cancel us. Or, they buy a cheaper deal.

Sometimes, just sometimes, our hard work is rewarded. The following story is a true one, with names and places changed to protect the guilty.  I will, however, use the first name of the extraordinary sales person whose story this is:

"A good update from Phil today from his lunch with Client X.  Client X had instructions from corporate to cut their budget back on all marketing (sound familiar?).

Client X is doing so on all radio except us. Client X has been using several radio stations in the market. Client X has not once seen Salesperson Y from Radio Station KXXX since signing their contract last year.  Client X gets no service from the other group of radio stations they use and has only talked to that sales rep over the phone. That rep has never come to Town Z to introduce herself in person.

Next, Client X went on to tell Phil stories about wrong ads playing on the other stations for over a month, and also missing programs that they were billed for but had never played. Client X discovered these errors and called the sales reps about them. Neither of the other reps ever came to rectify these mistakes in person."

Bottom Line: Phil sees this client every month and responds quickly to any emails sent to him. The client told him, "You are the only radio sales person I can count on to do what you say you are going to do."

Client X is making sales cuts to comply with corporate, but Phil's budget will remain the same.

Going the extra mile with clients will be rewarded, not every time, but sometimes. Phil's excellent service and care of one of his biggest clients was appreciated.

Take pride in your work. Go the extra mile. You will always have the satisfaction of a job well-done. And, sometimes, it will make you money! 

About The Author 

Pat Bryson is the founder of Bryson Broadcasting International, a consulting firm that works with radio stations around the world to increase revenue by raising the skill level of their sales staffs. Her client list spans from the United States to Canada, Europe and Central Asia.

Pat has spent her entire career creating a culture of over-achievement for her stations. She began her career in radio sales, becoming one of the highest billing sales people in her market. Her career advanced to General Sales Manager, and then to Market Manager. Since starting BBI 7 years ago, she has helped hundreds of radio stations to find, train and grow great quality sales people and managers.

Pat was the recipient of two prestigious educational fellowships from the Educational Foundation of the National Association of Broadcasters: a fellowship to the Executive Development Program and a fellowship to the Broadcast Leadership Training Program.

She publishes the Bryson Broadcasting International Newsletter twice monthly and is a contributor to Valerie Geller's latest book, Beyond Powerful Radio: A Communicator's Guide To The Internet Age.

You may contact Pat at or visit her website at

This article was republished with permission from Pat Bryson's Newsletter


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