Back many years ago when I had the greatest side job in the world — as a nationally syndicated movie reviewer — I met Sam Rubin from KTLA-TV in Los Angeles on a couple of the junkets I attended surrounding film promotions.
I noticed that Sam has a new Facebook post on the firing of Kingsley Smith — formerly news director of KTTV, the Fox affiliate in Los Angeles. In his post, Rubin not only insightfully responds to Smith’s dismissal…after Smith himself had fired many top broadcasters from the station…but also makes an important point about the news business:
- “What really matters here, and this is where ‘executives’ always make the biggest mistake, is that television news in 2013 is a personality business. There is simply nothing more important than ‘feel,’ how a show sincerely feels to those who watch it. KTTV went from feeling fun and brash, to heartless and cold. Nothing more effectively communicates feeling than television. And when the atmosphere behind the camera is mean and mean-spirited; that stuff actually shows up on the air.”
Here’s all that I would add to Sam’s message:
It’s not just television news. We’re ALL in the personality business.
I drove by two coffee shops this morning to get to the one I like best. Why? The coffee is great at all three — but, Tammy and I really like the gal behind the counter at Galaxy Coffee. She’s enthusiastic, delightful — and remembers us.
- Note the important point: We ONLY BUY THE COFFEE because of her PERSONALITY — which, of course, creates their distinctive and ultimate customer experience.
If the atmosphere in the back office at YOUR business is mean and mean-spirited…that stuff actually will show up for all of your customers, too.
I’m sick of hearing managers say that “people are our greatest asset” in the business — then treat them like a mere expense. If you treat your people with the care and concern that you’d treat any other wildly significant investment…your business can’t help but flourish.
The personality of your people will set the tone for what customers perceive about your organization — and, will drive their desire to repeat their purchases and refer your products and services to their friends.
For you see…as someone once said…“ALL Business is Show Business!”