Transcript of Frankel's Free Clinic Sepetember 9, 2002

Carla Boulton: (9/9/2002 9:01 AM): Hi Rob I have a question about talk I'm giving.

Rob Frankel ( (9/9/2002 9:01 AM): Entered the room.

Rob Frankel ( (9/9/2002 9:01 AM): Hi Carla...What's up?

Rob B ( (9/9/2002 9:01 AM): Entered the room.

Pat ( (9/9/2002 9:01 AM): Entered the room.

Carla Boulton: (9/9/2002 9:02 AM): Hi Rob. I'm giving a talk to a group of 40 start-ups about running a business. The listeners may be prospective clients for me, should I be honest about the ups and downs of our business or will I risk losing them as clients if I don't just accentuate the positive?

Elizabeth (9/9/2002 9:03 AM): Entered the room.

Rob B ( (9/9/2002 9:03 AM): I don't think you lose anything by being honest.

Jodie ( (9/9/2002 9:03 AM): Entered the room.

Elizabeth (9/9/2002 9:04 AM): Carla -- can you put a positive spin on the downs? Show them as a learning experience?

Rob Frankel ( (9/9/2002 9:04 AM): Carla, welcome to the world of consulting! The answer is BOTH. It's your job to showcase your knowledge by showing them Both the negatives -- and then how you provide the positives.

weber (9/9/2002 9:04 AM): Entered the room.

John Charlesworth ( Professional Web Tracking) (9/9/2002 9:04 AM): Entered the room.

weber (9/9/2002 9:04 AM): Hi Rob, Jodie, and everyone

Rob Frankel ( (9/9/2002 9:04 AM): As I wrote in this morning's FrankelTips, the truth is what they least expect. So you should use it/

Rob Frankel ( (9/9/2002 9:05 AM): I agree with Rob Bennett. You have everything to gain by being honest, because so few people are. That said, it's HOW you're honest that makes the difference

Jodie ( (9/9/2002 9:05 AM): Hi Weber!

Carla Boulton: (9/9/2002 9:05 AM): Thanks that was what I thought but at times it has been so very tough I don't want to put them off but tempered with working for someone else being my own boss always wins

Jodie ( (9/9/2002 9:06 AM): I like what Elizabeth said - use the negatives as a learning opp

Rob Frankel ( (9/9/2002 9:06 AM): Just be prepared to lead, not follow. Think of it like a rollercoaster: The negative is a steep drop that scares the hell out of them. You're the uptake whose knowledge and demeanor brings them back up safely.

Elizabeth (9/9/2002 9:06 AM): I probably wouldn't tell them about the time you accidentally sent your lunch instead of the presentation or something, but I think that being honest will give you credibility

Rob Frankel ( (9/9/2002 9:07 AM): I think that after presenting yourself as a professional, people really respond to your humanity. You just have to know the right order in which to do it

Carla Boulton: (9/9/2002 9:09 AM): Thanks all, the times I have been scared to make the next move are the times which spur me on, a good point perhaps after my introduction about what we do?

Lorilyn Bailey ( (9/9/2002 9:09 AM): Entered the room.

Lorilyn Bailey ( (9/9/2002 9:10 AM): The Wall Street Journal wants to interview me tomorrow. Sorry. Had to share.

Elizabeth (9/9/2002 9:11 AM): Yay for you Lorilyn

Carla Boulton: (9/9/2002 9:11 AM): Great news Lorilyn

Rob Frankel ( (9/9/2002 9:11 AM): Carla, if you're not at least a little bit scared, it means you're not staying current. You never know what's going to work until you try it. Even if you fail, so what? This morning, I've issued a survey to the FrankelBiz Community to see if one hour TeleForums are a good idea. Who knows? We'll probably try it and see how it goes (or doesn't).

Anita ( (9/9/2002 9:11 AM): Use a bit of humor as well.

Lorilyn Bailey ( (9/9/2002 9:11 AM): Except it's not for what I'm promoting now. Something I wrote about 7 years ago they're writing about now. Talk about ups and downs.

Rob Frankel ( (9/9/2002 9:11 AM): Congrats Lorilyn.

Rob Frankel ( (9/9/2002 9:13 AM): Lorilyn, that's a phenomenon that's fascinated me for years (FrankelTips #72 I think): Being ahead of the curve can actually penalize you, because the market needs time to catch up. Timing is everything.

Lorilyn Bailey ( (9/9/2002 9:14 AM): Yes, and those TeleForums. I think they'll take off. :)

Rob Frankel ( (9/9/2002 9:15 AM): You never know....but the time may be right to try it. The prices have come down and they seem to be a lot easier then they were before.

Lorilyn Bailey ( (9/9/2002 9:15 AM): Is it slow today or is it me?

Rob B ( (9/9/2002 9:16 AM): It's slow

Lorilyn Bailey ( (9/9/2002 9:16 AM): Speak up everyone. Or I'll hog the podium.

Elizabeth (9/9/2002 9:17 AM): I've got a general question I'd like to throw out there -- how many of you would take the time to view a VHS tape sent to you by a salesperson?

Rob Frankel ( (9/9/2002 9:17 AM): Hey, my job is to be here to help. Anyone lurking and want to jump in?

Rob Frankel ( (9/9/2002 9:17 AM): Lorilyn, you can hog if you like.....

Elizabeth (9/9/2002 9:17 AM): Folks can respond while we talk about something more interesting

Lorilyn Bailey ( (9/9/2002 9:18 AM): Only the Disney ones. I get speakers tapes that I never watch because I'm not a speakers agent. I'm in PR.

Rob Frankel ( (9/9/2002 9:18 AM): I never watch them. I simply don't have the time. But then, I may not be the target you're looking for.

Tamra ( (9/9/2002 9:18 AM): Entered the room.

Lorilyn Bailey ( (9/9/2002 9:18 AM): One I received was the guy playing George Bush on Leno. Have to go watch his demo tape now.

Frederick ( (9/9/2002 9:18 AM): Entered the room.

Rob B ( (9/9/2002 9:19 AM): Entered the room.

Tamra ( (9/9/2002 9:19 AM): Elizabeth, most folks don't have a VCR in their office -- have to make an effort to go to the conference room to watch the tape. How about a nice CD-ROM instead?

Lorilyn Bailey ( (9/9/2002 9:19 AM): So it would depend on what was on the tape. I used to hire TV producers and reporters, and we never watched more than 3 minutes of someone's tape.

Elizabeth (9/9/2002 9:20 AM): You all don't want to hear the backstory on the VHS vs. CD ROM debate, just wondering if anyone would use the VHS.

Rob Frankel ( (9/9/2002 9:20 AM): I agree. most people don't keep a VCR in their office. I have one of those TV/VCR combos tucked into a bookshelf across from my desk and i STILL don't watch them....

Lorilyn Bailey ( (9/9/2002 9:20 AM): Elizabeth, depends upon what is motivating me to watch it. Plus it would have to be super-short.

Lorilyn Bailey ( (9/9/2002 9:21 AM): Rob, same here.

Pat ( (9/9/2002 9:21 AM): Hey Rob, I'm interested in finding out where you got this chat script from. I would like to use it for one of my sites.

Rob Frankel ( (9/9/2002 9:21 AM): Now, I'll tell you when I think people WILL watch them....

Tamra ( (9/9/2002 9:21 AM): I view a lot of "demo reels" these days -- every single one of them online, none on VHS.

Rob Frankel ( (9/9/2002 9:23 AM): If the VHS is the SECOND touch of the sale. I mean, when you've hit them first by offering them a tape and then use the tape as a follow up.

Rob Frankel ( (9/9/2002 9:25 AM): Pat, click the link in the bottom left frame, under the banner. That will get you to Brian Rickman, who wrote the script.

Pat ( (9/9/2002 9:27 AM): Rob, Thanks.

Rob Frankel ( (9/9/2002 9:28 AM): Well, if it's this slow, let me ask you people what you think of TeleForums....

Lorilyn Bailey ( (9/9/2002 9:28 AM): Rob, define TeleForums...

weber (9/9/2002 9:29 AM): What would be the subject, how many people at a time?

Rob Frankel ( (9/9/2002 9:29 AM): Has anyone here ever actually used one or participated in a group call when one person leads a problem solving session, be it a class or group discussion?

Rob Frankel ( (9/9/2002 9:30 AM): Weber, the agenda would be defined by the group's needs. Definitely less than 30 people on the hour long call.

weber (9/9/2002 9:30 AM): I've never used a teleforum, but have use group discussions either in chat or in person for problem solving

Lorilyn Bailey ( (9/9/2002 9:31 AM): I have taken several teleclasses. Even paid for them. Loved them.

Lorilyn Bailey ( (9/9/2002 9:31 AM): I was pleasantly surprised at one a positive experience it was. Truly.

Rob Frankel ( (9/9/2002 9:32 AM): Right, we do this here every week for free. These would be pay to play, I'm limiting it to under 30 people. but not sure yet just what the limit would be.

Jonathan - writer ( (9/9/2002 9:32 AM): Entered the room.

Rob Frankel ( (9/9/2002 9:32 AM): I sent out a survey on FrankelBiz this morning, just before this chat. The responses are coming in already.

Lorilyn Bailey ( (9/9/2002 9:32 AM): I think that the participants need to email you separately with their situations because otherwise, it takes the whole hour for some people to summarize.

Jonathan - writer ( (9/9/2002 9:32 AM): [belated howdy]

weber (9/9/2002 9:33 AM): Jonathan, the source you gave me for the agreement last week was great. Thanks

Lorilyn Bailey ( (9/9/2002 9:33 AM): I mean email you before the class, and then from everyone's written input, you get a good idea of the class needs, and you can use examples.

Jonathan - writer ( (9/9/2002 9:33 AM): weber - thanks!

Rob Frankel ( (9/9/2002 9:33 AM): Right Lorilyn, that's part of the set up. That's also what I'm thinking of in terms of scheduling them. I want these to really work for people.

Lorilyn Bailey ( (9/9/2002 9:34 AM): Yes, the teleclasses or discussions I've been in have been very specific.

Lorilyn Bailey ( (9/9/2002 9:35 AM): I think that's why they worked. No one was disappointed.

Carla Boulton: (9/9/2002 9:35 AM): Thanks for the help all, back in a bit - client on the phone

Rob Frankel ( (9/9/2002 9:35 AM): (Anyone else want to jump in?)

Lorilyn Bailey ( (9/9/2002 9:37 AM): Maybe they're all taking the survey.

Jonathan - writer ( (9/9/2002 9:37 AM): survey? what survey? :)

Rob B ( (9/9/2002 9:37 AM): Is there a sure way to tell a brand is struggling?

Rob Frankel ( (9/9/2002 9:37 AM): Jonathan:

Jodie ( (9/9/2002 9:37 AM): Well, if I can, I just want to gloat that I am fully open now :-D. That's all...

Rob Frankel ( (9/9/2002 9:38 AM): Rob, do you mean from inside or outside the brand?

Rob B ( (9/9/2002 9:38 AM): Well, from the inside first?

Tamra ( (9/9/2002 9:38 AM): Yeah Jodie!

Rob B ( (9/9/2002 9:39 AM): Way to go Jodie!

Elizabeth (9/9/2002 9:39 AM): So the 30 participants are unrelated participants?

Jonathan - writer ( (9/9/2002 9:39 AM): congrats Jodie :)

Rob B ( (9/9/2002 9:39 AM): It seems that company A buys Company B but no one really has any identity in place to go forward with after the close. So, there's confusion internally which must lead to confusion externally?

Lorilyn Bailey ( (9/9/2002 9:39 AM): Jodie, what a great idea. Do you have a publicist? Have you contacted all the magazines you possibly can? What a natural for that.

Rob Frankel ( (9/9/2002 9:40 AM): Unrelated participants, I would think

Jodie ( (9/9/2002 9:41 AM): Lorilyn - not yet - have one in mind? ;-) just opened, so....not much done yet

weber (9/9/2002 9:41 AM): Good for you Jodie! Now you have to check out our pearl powder for skin care.

Elizabeth (9/9/2002 9:41 AM): aha, now I get it.

Rob Frankel ( (9/9/2002 9:42 AM): Rob, that's exactly what happens. Not only that, but there's usually lots of internal warfare between the acquirers and the acquired.

Jodie ( (9/9/2002 9:42 AM): Rob B - yes, I would think that it could lead to confusion - Weber, yes - I still have your email from a long time ago ;-)

Rob Frankel ( (9/9/2002 9:42 AM): Usually, Company A snuffs out what's left of Company B.

Lorilyn Bailey ( (9/9/2002 9:43 AM): Jodie, but of course. And 176,000 media contacts to choose from. :)

Jodie ( (9/9/2002 9:43 AM): Just read an old article in a biz mag about acquisitions - can be nasty stuff - would you like me to see if I can find it?

Rob Frankel ( (9/9/2002 9:43 AM): Don't forget that often Company A buys out Company B just to get rid of them

Rob Frankel ( (9/9/2002 9:43 AM): Anyone remember HomeGrocer and Webvan?

Lorilyn Bailey ( (9/9/2002 9:44 AM): Jodie, :)

Rob B ( (9/9/2002 9:44 AM): But what does that do to Company A's reputation in the marketplace, especially when they do away with strong, well-known and respected brands??

Jonathan - writer ( (9/9/2002 9:44 AM): Lorilyn - I'll have a question for you too ;-)

Rob B ( (9/9/2002 9:44 AM): Yes, remember them both.

Rob Frankel ( (9/9/2002 9:44 AM): Webvan thought that expanding and taking over would take care of two problems at the same time. Unfortunately, it not only killed off their competition, but themselves, too.

Lorilyn Bailey ( (9/9/2002 9:44 AM): Okay, Jonathan. Looking forward to it.

Rob Frankel ( (9/9/2002 9:45 AM): Good question, Rob. It's a stealth phenomenon that creeps up on Company A and then clobbers it. Microsoft is somewhat in that league. They've become the brand that people love to hate.

Rob Frankel ( (9/9/2002 9:46 AM): Company A usually becomes known less for what it does than "the company that killed Company B".

Jonathan - writer ( (9/9/2002 9:46 AM): for example, AOL and Netscape

Rob Frankel ( (9/9/2002 9:46 AM): Company A becomes more known for its predatory practices, which of course, is the first step toward brand Hell.

Rob Frankel ( (9/9/2002 9:47 AM): Jonathan, great example! Ever see a bigger bunch of buffoons than AOL?

Rob Frankel ( (9/9/2002 9:47 AM): Look at what they had in their lap -- the whole Time-Warner empire -- and they've completely muffed it.

Frederick ( (9/9/2002 9:47 AM): Buffoons? They're only laughing all the way to the bank

Jonathan - writer ( (9/9/2002 9:48 AM): Rob - yes, the 12-year-old AOL users

Rob Frankel ( (9/9/2002 9:49 AM): Frederick -- they've managed to destroy the value, spirit and brand of al the Time Warner properties.

Rob B ( (9/9/2002 9:49 AM): And what, or better yet, how do you know if you are in Brand Hell?

Rob Frankel ( (9/9/2002 9:50 AM): And while they may be laughing all the way to the bank, they're visiting a whole lot less money than they had before.

Jonathan - writer ( (9/9/2002 9:50 AM): it was a foolish experiment in 'media/Internet synergy' - brought on by big media's fears of the new technology

Frederick ( (9/9/2002 9:50 AM): You may be right - I don't see any examples of it, though

Rob Frankel ( (9/9/2002 9:50 AM): Rob, internally, you have to try to gage what your target market's perception of you is. That's the tough part of the equation. Who do you believe?

Rob Frankel ( (9/9/2002 9:51 AM): Frederick -- Newsweek (of course) had a full story on it a few weeks back.

Rob Frankel ( (9/9/2002 9:51 AM): (TEN MINUTE WARNING)

Tamra ( (9/9/2002 9:52 AM): -- results below expectations, firings, revenue "errors"

Rob Frankel ( (9/9/2002 9:53 AM): Rob, the big problem is that sometimes the brand owners forsake leadership for hubris

Rob Frankel ( (9/9/2002 9:54 AM): The "I can do no wrong -- after all, look at how big we are" syndrome. Which can often lead to brand backlash -- people waiting for an opportunity to trip up the brand just because they can. This explains a lot of Linux's success.

Jonathan - writer ( (9/9/2002 9:55 AM): or the "I can do no wrong -- after all, look at how cool we are" syndrome - which explains Transmeta's failure

Rob Frankel ( (9/9/2002 9:56 AM): This, incidentally, is why Branded Community is so important. If you have established an ongoing Branded Community, you hear it first -- before it hits the streets. In time to rectify the situation or correct the brand's course.

Rob Frankel ( (9/9/2002 9:57 AM): Generally speaking, if you're part of the company that's being acquired, it's a good idea to freshen up the resume just in case.

Rob B ( (9/9/2002 9:57 AM): Branded community? (9/9/2002 9:59 AM): Entered the room.

Rob Frankel ( (9/9/2002 9:59 AM): Rob, check out Branded Community is the way you stay in touch with your use base and monetize them at the same time. Great tool.

Rob Frankel ( (9/9/2002 9:59 AM): (ONE MINUTE WARNING)

Rob Frankel ( (9/9/2002 10:00 AM): Okay, that's the start of a great week....everyone have a good one. I'll see you online!

Jonathan - writer ( (9/9/2002 10:00 AM): Later, all!

Jodie ( (9/9/2002 10:01 AM): Bye everyone! Have an amazing week - so far, so good! :-D

Pat ( (9/9/2002 10:01 AM): Have a good week everyone.

Lorilyn Bailey ( (9/9/2002 10:01 AM): Bye!

Tamra ( (9/9/2002 10:02 AM): bye everyone!

weber (9/9/2002 10:05 AM): Take care all

©2002, RobFrankel, Contact Us">Contact Us