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Bryson Broadcasting International Newsletter

Raising Radio and TV Revenues Worldwide! 

1 June, 2023



Greetings from BBI!

We are starting the sixth month of the year. Can you believe it? How is your year shaping up?  This edition of the Bryson Broadcasting International newsletter is designed to give you ideas to make the next six months great!

Happy Selling!

What Are Clients Saying About Us?

"Pat, your session for the ABU Media Academy training webinar on Sales really hit the mark. The participants from the Pacific found it to be exactly what they needed and some have told me they have already put some of the tips you gave into practice. We look forward to working with you on more Sales Training in the coming months."


Steve Ahern, Former Head of ABU Media Academy 


A Little About Me
Pat 8717

Pat Bryson is an internationally known speaker and trainer specializing in training salespeople and managers. She has consulted stations in the United States, Canada, Australia, Europe and Central Asia. Her career has included on air, salesperson, sales manager and general manager. Since opening BBI, she has travelled extensively and has spoken at most major radio conventions on three continents. Pat is the author of two books, "A Roadmap to Success in High Dollar Broadcast Sales" and "Successful Broadcast Sales: Thriving in Change".


Pat has three times been named one of Radio Ink's Most Influential Women in Radio


It Was the Best of Times: It Was the Worst of Times

What bad customer service can teach us

My travels often give me life lessons on how to provide great customer service. Sometimes those lessons are positive as noted in my last email. Sometimes they are perhaps even more powerful in what NOT to do. Thus the subject of today's newsletter.


On my way back from the Idea Bank meeting in Kauai, I had to overnight in Las Vegas. Hoping to save a bit of money at the end of my trip, I made reservations at the Artisan Hotel. I had stayed at this small boutique hotel several years ago and found it nice. It is off the beaten path a bit (read, you can't walk anywhere from there) but for one night was to be a good place to stay.


After arising at 3:30AM, flying 6 hours without food (I love Southwest but they aren't known for their gourmet meals) I landed in Las Vegas, called an Uber and headed with my 4 bags to the Artisan. We drove into their circle drive and my driver began to unload my bags. We were met by two burley security guards that refused me admittance to the lobby. Totally confused, I told them I had a reservation. In fact, the day before I had received an email from the Artisan welcoming me to the hotel. They were adamant I couldn't come in. I asked for the manager. She appeared, glanced at my email, then informed me this was a private party. She disappeared into the building. 30 minutes later we were still waiting in the parking lot.


Now, I must mention that my Uber driver, Samuel, volunteered to wait with me. He loaded and unloaded my bags 3 times. He went above and beyond and is an example of going the extra mile (literally) to help a customer in distress.


While waiting for the manger to reappear, I dug through my luggage and produced my printed reservation, complete with pre-pay. She had demanded to see it, not accepting the email version as legitimate. When I found it, I asked again for the manager. She came back out, looked at the printed page, and disavowed it. She said I wasn't in her system, so leave. I asked that she help with an alternative reservation. No. Not her problem. She was rude, and completely oblivious to my situation.


Not knowing what else to do, I got on my phone, luckily located another hotel with an open room, and my driver took me there. Should I mention he didn't charge me for the 30 minute wait or for the second trip? He got the "hero" award from me that day. With the location of the Artisan, had he not waited with me, I would have been concerned about finding another mode of transportation.


Now, to the moral of this story. When one of our customers (that would be me) encounters a problem with us (our stations), how we handle the situation determines whether we win a loyal advocate or whether we fan the flame of discontent. Today, this discontent can go viral.


What to say when one of our customers has a problem:

  • No problem
  • Great
  • I'm sure there's a way...
  • That's my favorite problem to solve
  • I think we can solve...


Starting with a positive statement immediately calms an upset client. Remember, all they want is to get their problem handled quickly and efficiently.


Here's what never to say:

  • It's our policy
  • I don't handle that
  • That's the way we've always done it
  • We don't, we can't
  • That's not my job
  • You can talk to the manger but she'll tell you the same thing.
  • Let me transfer you to the people who can handle that


Or, what I heard:

  • You're not in our system
  • You can't enter the building
  • Not our problem


Whatever you say to an upset customer, put "grandma" at the end of the sentence. "It's our policy, grandma!"


I don't know who had rented out the entire hotel. Judging by the two skimpily dressed young ladies who were allowed to enter the building while I melted in the parking lot, I probably don't want to know. What I did want was someplace to drop my bags, a good dinner, and sleep. I did receive the latter at Resorts World, including a welcome bottle of water. Who knew water could taste so good?


We learn from our experiences. Whatever the problems we might encounter with our clients, if we start on a positive note and do our best to correct the problem, we will earn loyal customers. Think "Nordstrom's". They are legendary for their service. We should be too.


Happy problem solving!


P.S. The day after my aborted stay at the Artisan, I receive a "How was your Stay?" survey.

The Client's Corner

Bryson Broadcasting International is serving our clients two ways this year. In addition to in-person market visits, virtual sales training and sales meetings are available for your stations! We will customize the materials to meet your individual needs. Once a month, these sessions will be done live with your staff. The Zoom meeting platform allows for interaction and discussion as we teach the materials. It's more important than ever for our sales staffs to have great skills. Good skills are no longer good enough. We can raise the skill set of your staff.


To discuss how we may benefit your revenue department, give us a call at 918.810.3068 or email at pat@patbryson.com. Succeed in 2023 with strong momentum and A+ players!

Words to Live By ....

“Customers may forget what you said but they'll never forget how you made them feel."

Is This Book In Your Library Yet?

What people are saying about this new book:

“If I was going to write a sales book, this is what I would want to have written. I’ve studied radio sales for 50 years, and this brings all that wisdom into one place-a real resource for new and experienced radio salespeople”



Glenn Smith

Managing Director, Radio Bay of Plenty – Whakatane, New Zealand

Buy It Now

I Was Pleased to Join the Idea Bankers in Kauai


Idea Bank Meeting in Kauai

Breakfast at the Kountry Kitchen, a legend on the island.

Nancy Abramson with Trila Bumstead at Idea Bank meeting

Dave Roberson and his wife get the award for the best-dressed couple at the meeting.

We want to help your staff increase revenue!


We at Bryson Broadcasting International are available to help your sales staff achieve its next level of expertise. We customize our programs to meet your needs. As needed, we make use of interpreters and produce sales materials in your language. Our training options include online sessions done live for your staff.


If you would like to discuss your sales training needs, we may be reached at Pat@patbryson.com,


or call us at 918.810.3068. 


For more information about BBI, click here.


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