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Bryson Broadcasting International Newsletter

Raising Radio and TV Revenues Worldwide! 

15 October, 2023



Greetings from BBI! Fall is here! Time to finish 2023 on a high note. We hope you may find good ideas to do so here. I'll be speaking to CMB November 9 and the Massachusetts Broadcasters Association November 16. Maybe I'll see you there?

Happy Selling!

What are clients saying about us?

"I just wanted to say 'thank you' again for your monthly newsletters and teachings. We really appreciate everything you share with CHRI FM."

Dan Cole

Media Consultant

CHRI


A Little About Me

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


Customer Service or Customer Experience?

What are we known for?

I have the privilege of working with some very good sales staffs. Over the years, we have progressed from learning the basics to polishing our diamonds. One of our latest initiatives is moving from good customer service to a great customer experience.


In case you don't know the difference, customer service is usually initiated by the customer. They contact us needing something. Were they able to connect with us easily? Was our receptionist (are there still any of these left?) or our voice mail efficient? Did they need an invoice or copy? Did we take good care of their needs? We've all experienced good customer service and bad customer service.


Have we experienced a great customer experience? The "customer experience" involves what happens before and after customer service. It is every contact a potential customer has with our brand. "Customer experience" becomes a new mountain to climb.


One of my salespeople recently sent me a note about a customer experience she had had. I was more than impressed.


This lady has two dogs that are the light of her life. One of the dogs, Annie, was a blue heeler that had reached 105 in human years. Since 2018, Cheryl had ordered dog food from Chewy. Over the past few years, Annie required medication which she also bought from Chewy. She always experienced rapid delivery, correct orders, ease of purchase. She got good customer service.


Recently Annie passed on. This was a difficult time: Annie was a member of the family, and the remaining pup was lost without her.


Cheryl called to cancel Annie's medicine and part of the monthly dog food. The last order had already been mailed, but Chewy refunded her money and told her to donate the product to the local animal shelter. That's very nice, in itself.


What happened next comes under the heading of "great customer experience."


Cheryl received the above flower arrangement from Chewy. The people at Chewy chose a local florist (who happens to be one of our clients) to deliver the flowers. Cheryl's comment, "They have a customer for life!"


In the coming weeks we will talk more about how to raise our customers' experience to new levels. What do we do now? What can we do?


Creating an extraordinary customer experience will create customers for life.


Happy Servicing and Happy Selling!

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. Prepare for 2024 with strong momentum and A+ players!

Words to Live By ...

"The customer experience is the next competitive battleground." Jerry Gregoire


  

This book is a "must" for your library!

What people are saying about this new book:

"Congratulations Pat on another great book. Best book I've read in years on solution-driven sales. I highly recommend it!


Duane Alverson, President (retired)

MacDonald Broadcasting Company

Buy It Now

Robert Villones: One of Radio Ink's Best General Managers


Bob Villones, General Manager for Williams Media Group, has been named one of Radio Ink's Best General Managers for 2023.

R Villones

This is the THIRD year in a row! Congratulations to Bob!


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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