How Not To Be Assertive - Complaining in Harrogate

Earlier last week, you may remember a blog post I wrote about trying to be more assertive. I promised at the end of it to tell you a little story about when being assertive is over the top, and downright rude. It also happens to be a great example of excellent customer service, which I highly value. 

Now first, let me paint the scene (don’t worry, I won’t go on for too long - It’s a Sunday night, time to relax, and maybe even Super Bowl time! (No wrong, Super Bowl, too late for us Brits!)) 

We were on a short break in Harrogate, and thanks to a Wowcher coupon, we had an evening meal at the hotel restaurant included in our stay. So, our first night there, we duly decided we’d take advantage of this, and enjoy a 3 course meal in Signatures, at The Kimberley Hotel. 

The waitress showed us to our seats, and handed us menus. Naturally, being on a special offer, we expected some menu limitations, and weren’t sure what our coupon entitled us to. Turns out there was a special set menu, and we could have all 3 courses.  

Winner! 

We kind of expected the “set menu” to be a bit rubbish. They usually are at these places. However, it was the set menu for the whole restaurant, not just those with Wowchers and was genuinely really good. There was lots to choose from, and it sounded reasonably fancy too. 

Of course, the danger of fancy food = not much on your plate. 

Surprised again, the portions were perfect, and the food was delicious.

Just as we where getting our main course, that’s when our people watching got a bit more fun, and certainly enlightening. 

A couple had sat down near us, and immediately started questioning the waitress. And it wasn’t about what kinds of wines they had, or in a nice and polite way. It was in a, “I want the whole restaurant to hear I’m not happy” kind of way. 

 It was just obnoxious. And totally unnecessary.  

The issue, because it was an issue and really not a problem, boiled down to them apparently having seen a different set menu for the restaurant than the one they were given. In their eyes, this was absolutely shocking, and pretty much ruined their night straight away, before they’d even ordered. They’d supposedly chosen this restaurant, as opposed to one in Harrogate, because of something they’d seen on this set menu. 

Honestly, that’s just a bit narrow minded in my eyes. Why would you pick what you were having to eat, before you’d seen what the whole menu could offer!?

Anyway, apparently, that the menus were different was not just a misfortune, it was a downright abusive lie in this couple’s eyes. The manageress came over immediately, and apologised straight away, and offered to see if the chef could cook them whatever it was they wanted.

That shut them up right? Nope, because they didn’t listen. They had their argument, and a script in their head, and just kept on going, about poor communication, a different menu, and how they would go and get the menu they had seen to prove it. 

All irrelevant, because the manager had already offered to see if they could cook them whatever they wanted. 

Still, they went off to get this menu, with everyone in the restaurant watching them. Turns out what they wanted off the set menu they had seen, was still on the normal restaurant menu, and that it wouldn’t be a problem at all. 

I have to commend the manager for not shaking her head at the ridiculousness of this couple. She was perfectly pleasant and gracious, and offered great customer service to these two. I don’t know if I would have done. 

Because, instead of being obnoxious, they could have just been polite, yet assertive. They could have said, oh I’m really sorry, but we saw another set menu, and we’re really hoping we could have this item, would that be possible. And of course, being great at customer service, the manager would have happily said yes. 

No fuss, yet they get what they want. That’s how to be assertive. 

Inspired Advertising Copywriting - Watch This Advert

Sometimes, an advert just grabs you. 

For no other reason than that it makes you remember. Something different, something unusual. Something Smart. 

Take 1 minute and 4 seconds out of your day to watch this advert. 

It's a video advert, but it's really just one still image. See what you think. 

Did you get a little bit of a shiver? 

Powerful stuff isn't it. From just a few words. Probably less than 100 words (I'm far too busy to actually count them) 

But the point is, it doesn't take many words to make you think. To make you smile. To inspire you. 

A few choice words, limited space, limited time, and yet, they make you stop and read them.

Though maybe the truly inspired choice, was making this an advert for Guinness. It has absolutely nothing to do with Guinness. Guinness isn't even a sponsor of the Winter Olympics, which is why this video is no longer on YouTube, because they can't advertise with Olympic athletes during the games. 

Some would say it's a little bit disrespectful to use such a heart warming, inspirational story to advertise Guinness. Maybe. 

But the whole point is, once you have an established brand, or even when you're advertising something completely new (see the beatboxing bird for First Direct) the adverts which people really remember are those which are completely different, completely and utterely irrelevant to the product they are advertising. Because they make you stop and watch. They make you wonder what this is an advert for. 

And to do that, you need some great ideas. Some great scripts. Some inspiring words. 

And that's why you need a great copywriter. 

Thanks to a good friend of mine, who likes to wear Union Jack socks on session days, for sharing this video.

Should You Look After Number One?

Get more assertive. That’s one of my New Year’s Resolutions, and one I think I share with a few people out there too. 

Not in a mean or nasty way, but in a more positive and productive way.  

In fact, thinking about it now, I’m not entirely certain about what exactly it means, or entails. It’s kind of hard to explain. Oh great, a copywriter who can’t write something down! 

Being assertive doesn’t mean being aggressive or forceful, not listening to other people, and proceeding blind and head strong into things, a case of my way or the highway type thinking. Not at all. And it doesn’t mean being selfish.

But perhaps it does mean being less selfless. 

That’s to say, looking after number one a little more often. 

For anyone who knows me, they’ll tell you that on the whole, I’m not a selfish person. Sure, I have my moments, just like we all do, but generally, I will go out of my way to help other people. At work, I’ll always help out whenever and wherever I can, and I’ll always support my friends, and make every effort to do what I can for them. 

But honestly, sometimes - it’s a huge drag. Because often, it’s a thankless task, and sometimes an ungrateful one too. It’s easy to say “yes I’ll do that for you”, “yeah I can help with it”, “don’t worry, I’ll come to you.” But every now and then, it’d be nice to have something in return, or have something done for me. 

Because when I sit back and think about the time and effort that goes into things, I realise I’m helping out people to the neglect of my own work, and my own needs. And while I agree that everyone should be charitable and that everyone should be nice to friends, family and colleagues, sometimes, we just need to do things for ourselves.  

That way, we can develop, grow and improve, and be in a better position to help people in the future. We can’t help other people, if we’re not helping ourself. So, it’s a case of being a little bit selfish, and thinking about the old marketing saying “what’s in it for me?” 

And that might be saying no more often, not being taken for granted, and annoying one or two people occasionally. It might be being a bit selfish, and getting our own way every now and then. But in the long run, it will benefit everyone, because we’ll be more relaxed, happier, more productive, and just in a better overall position. 

Besides which, being more assertive definitely has applications in other situations. 

I’ve never been one for complaining publicly (in private, I’ll moan about everything!), unless it really came down to the wire. Well being more assertive, I’m hoping I’ll be able to complain legitimately much more often, particularly about poor customer service, my biggest bug bare. Maybe I’ll end up being one of those people who always gets free stuff and upgrades and all that jazz, simply because they’re happy to voice their opinion. 

In group situations too, you always need someone who is assertive. Decisions on which bar to go to next, where to eat, or what to do are always a long drawn out process when you’re in a big group, or even in a small group for that matter. All it takes is one person being assertive to say, “right, we’re going here”, and you could save a lot of hassle. 

So, here it is, written down. Another New Year’s Resolution. And just blogging, for me, is thinking about number one. Day one therefore - a success. 

P.S. Check back in a couple of days to see an example of how not to be assertive! And what good customer service is like. 

What Is a Copywriter? And What Do You Do?

I’m often asked, oh so you’re a copywriter? So you can help me trademark this right? Or you can protect that for me?  

Nope. Afraid not. That’s copyright. I copy-write. 

Confused? Well, that’s why people hire me to work for them and be their copywriter. To make sure the right words are used. Because the wrong ones might make you look a bit silly. 

Copyright refers to the intellectual property of an idea, a product or some form of content. Copyrighting something means protecting it from wrongful use by another party, and ensures it always belongs to you. There are all kinds of rules and regulations which relate to this, and specialist copyright lawyers regularly make lots of money on such subjects. 

That’s not for me. I like a little more excitement and diversity.  

And that’s why I do copywriting.  

I write copy. Copy being anything which is written down.  

As a copywriter in Manchester, I’ve worked for all kinds of different companies and businesses, big and small, providing some form of written content. I’ve devised and scripted videos for a PR company in America. I’ve written the copy in a luxurious travel brochure for a holiday company in Cheshire. I’ve produced content for brochures and websites on solar energy, kitchen companies, recycling and infra-red heating systems. I’ve blogged for a mole catcher in Shropshire, written about cars for a local business that operates across the North West, and helped small start up businesses across Manchester and England set up fantastic new websites that work for them.  

All it takes is a pen and paper. Or a laptop and iPad, depending on how I’m feeling.  

Quite a diverse job, I’m sure you’ll agree. Absolutely anything you see that’s written down, is likely to have been provided by a copywriter, or someone who is doing some copy writing. One day, I could be coming with a new slogan or strap line for a business. Another day, I could be writing a product description for something new to the market. The next day, I might be blogging for a customer, mixing their skills with something extremely random, to keep people interested. 

When you stop and think about it, there’s an awful lot of stuff that’s written down. The little bit of copy on the back of a cereal box, that article in the paper, that speech you just heard or that massive report you just had to submit.  

Whatever it is, I can help. I might be a copywriter based in Manchester, but words don’t really have any national or international boundaries. They’re important everywhere in the world. So if you need some copy writing on absolutely anything at all, or even if you just want some copy checking over to make sure that it's right, get in touch, and we’ll see what I can do for you. 

Is Ice Skating Actually A Romantic Date?

In my head, I always think about ice skating as being pretty romantic. I guess it's because of popular culture, but going ice skating with a loved one, or even with friends and family always conjures up images of special Christmas holidays, relaxing and having fun, a crisp winter afternoon or evening, all wrapped up, with snow twinkling down, and that warm pre-Christmas Day buzz you tend to get. 

But in reality, it tends not to be like this. Don’t get me wrong, I quite like ice skating, and I’m not too bad either, but it’s never quite how I imagine it to be. Not least because it's usually raining.

When you think about it, you’re going to stand on a sharp blade, in uncomfortable boots, on a slippy surface. With dozens of people all around you. Maybe that’s how it should be advertised instead. Still though, it’s very popular over the Christmas period across the world. 

But is it a good place for a date? 

It always seems like it. A place to get cozy with someone you care about. Get close to them as you help each other around. Have a laugh doing something a little bit different.  

And yes, it is like this I suppose, but it’s just not quite as glamourous. For example:  

Given that it’s ice, it’s obviously very cold. When you’re all wrapped up and start skating around at a bit of speed, and with it being the season for colds and flu etc., I tend to find my nose will run. Before long, there’s snot streaming down my face. Attractive; 

Again, given that’s it’s cold and you’re all wrapped up in a big coat, scarf, gloves, hat etc. etc., it can get quite warm skating around. Quite moist. A touch...sweaty. Oh the sweat. Again, when you get home, very attractive; 

Then there are the blisters, from those “oh so comfy” boots, which always look they’ve been around for at least 10 years. Not nice. 

Still though, there is that lingering movie attraction of ice skating as being romantic. Holding hands as you skate around, before gliding smoothly into each other’s arms, catching each other before collapsing together, and if you're lucky on top of each other. 

Well, that’s not quite how it goes either. If you’ve ever tried holding someone’s hand whilst you skate, you’ll know that you rarely travel at the same speed as each other. The result is that it’s more like a game of tug. I’ll yank you forward, then you yank me forward a bit. And so on. 

And the skating into each other’s arms? Well, you can only skate one way around the rink, so this is pretty difficult too. But it’s probably for the best. I think I’d take getting dizzy going round and round the same way over colliding with each in a big heap of sharp blades on the floor.  

But if you do fall over? Well, look on the positive side. You’ve just created a funny moment that could become a fond, long lasting memory.