Selling Radio with Pat Bryson

Good service is rare today. Extraordinary service is practically unheard of. But someone evidently forgot to tell that to the Irish because during my recent trip to Dublin, I experienced several instances of extraordinary service.
 
Now, these were just normal, everyday events that were made special by a little effort on the part of the “service” person.
 
On my way to my hotel, my taxi driver turned the ride into a tour of Dublin. He pointed out places of interest and regaled me with stories of old Dublin. He ended by suggesting that I ask my hotel for a “quiet room” because most of the rooms in this hotel are over a fire station. It turned out to be a most helpful suggestion!
 
Next, I discovered hot chocolate in the hotel lobby.  After a day of blustery winds and rain, it was very welcome. Just that little “extra” that contributed to a memorable experience.
 
Selling Radio with Pat Bryson

But the best was the tour operator. I had booked a tour on line for a story- telling evening. I couldn’t seem to get a confirmation, so I went to the front desk and asked the concierge to call the tour company and make sure I was booked. The concierge called the wrong tour company. We didn’t know that, of course, until the person we were speaking with at the tour company realized the mistake. He asked for my contact number. Then, he called the correct tour company, verified my reservation, and then called me back with all the information I needed. I call that going above and beyond in serving the public (me).
 
These little acts of kindness and service created a lasting impression that Dublin is glad to see tourists and that the people CARE.
 
And that’s what it is all about: showing our clients that we CARE about their needs and problems. It doesn’t take much-just that little “extra”- to put us in the “extra mile club”.  Remember, there are NO traffic jams on the extra mile!
 

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 [email protected] or visit her website at http://www.patbryson.com.

Extra Mile photo: shutterstock