Pending Business: How Are We Doing?
By Steve Lapa
Lapcom Communications Corp
President
How might we better serve you in the future? How would you rate our service?
These are two common questions you will see on many restaurant info cards as you pay for your meal. After all, the restaurant business is fundamentally based on great food and great service at a reasonable price. Think about this: If either of those two basic components, food (product) and service are missing, you are outta there!
Our radio/audio sales business is based on the same thing: great product and great service at a reasonable price. Yet, why is it you will never find yourself or a manager asking those questions as a part of your regular follow-up or follow-through routine? Oh sure, there is the ever-present pre-sell, “How can we help?” as your advertiser mutters, “lower rates,” under their breath. But seriously, no one above or below your pay grade can process or properly evaluate the answers to the two service questions posed, let alone act intelligently on the response. Could it be we still think our sales and management roles are rooted in show business and if we put on a great show delivering great ratings the advertisers will follow?
Some advertisers will show up, others need to be sold. With Zoom, Teams, programmatic, AI and other initiatives gaining more and more traction, the service improvements in salesmanship is becoming a lost art.
Time to hit the pause button, step back and learn from our friends in one of the oldest business categories on planet earth: hospitality. Let’s learn.
— Ask for feedback as you “serve.” Since my first meeting, my mantra for sellers and sales management was and still is, “How are we doing?” Go back to your winning and losing sales calls. Even managers should review meetings that did or did not move sales and ask, “How can I better serve______?”
— One step at a time. If you could improve just one thing to better serve an advertiser, what would it be? What could it be? Do you even know?
— Do you care? Ouch! Now that is a hard core, in-your-face question. Comfort zones are just so easy to occupy, we rarely push forward.
My real-world experience happened years ago when I asked our advertisers what we could do better to serve them. Many host-read advertisers wanted times sent to them in advance so they could hear the talent in real time. Every one of those advertisers became longterm fans. Do you send your advertisers host-read times in advance? Sometimes, it’s the little improvements that win big dollars when it counts.
Steve Lapa is the president of Lapcom Communications Corp. based in Palm Beach Gardens, FL. Lapcom is a media sales, marketing, and development consultancy. Contact Steve Lapa via email at: Steve@Lapcomventures.com
“This endeavor marks an exciting introduction into gamification and monetization for PodcastOne, its host talent, and advertisers allowing them to create or sponsor relevant and topical content for fans that will reside on PodcastOne.com. MiniGames created by PodcastOne show hosts will also be distributed across the vast VersusGame MiniGames Network which includes over 900 verified hosts.” PodcastOne president Kit Gray says, “Our partnership with VersusGame is another way for us to capitalize on fan engagement. It’s a wonderful opportunity for us and for our hosts to engage with fans in an interactive way. Offering users the chance to win financially, while also generating internal revenue is a win for everyone. Bringing gamification into the PodcastOne world brings our listeners into our shows in a whole new way. Now they get to engage directly with show hosts and participate in the conversation. It elevates the listener’s experience like never before.”
If you float a trial balloon, expect it to be shot down.
Companies hire consultants to avoid experiments. We improve results by customizing and implementing Best Practices proven elsewhere. So, I’m about to break a rule, because advertisers in a super-opportune category have become a noisy blur.
Kansas and Springfield, Missouri. iHeartMedia division president Nick Gnau says, “I am so excited to add Clyde’s leadership to an already strong cluster of markets in Texas. Clyde’s passion for our industry, his knowledge of our products and the success he has shown through many roles with iHeartMedia make him the perfect fit to lead this newly formed Area. I look forward to seeing these areas continue to succeed as one.” Bass most recently led the Arkansas Area. He comments, “It’s been my honor to be involved for the last 10 years with some of the legendary stations that I grew up listening to here in Arkansas, and now to be reunited as area president with the team in Texas makes me even more energized over what iHeartMedia provides to advertisers and listeners.”
podcast listening behaviors. “The Gen Z Podcast Listening Report” from SXM Media and Edison Research “provides an in-depth look at the podcast habits and motivations of the elusive and much-desired Gen Z listener.” Edison vice president Megan Lazovick says, “Everything we do at Edison Research works to drive the audio space forward with the highest quality data. We believe these two studies will help advertisers understand the opportunities for audio to reach these two important generations and of course help the media companies who can deliver these audiences.”
