This Labor Day weekend marks the unofficial end of summer as students across the country will head back to the classroom on Tuesday—perhaps with an apple in hand. Apples are a traditional gift for teachers because they symbolize planting the seed of knowledge. Chances are the apple sitting on a teacher’s desk is a Red Delicious, the most popular of the more than 2,500 varieties grown in the United States.

Last week a couple of SCG colleagues and I embarked on what we anticipated to be a fun evening of dinner at a highly rated restaurant, Sea Change, followed by A Streetcar Named Desire at the Guthrie Theater. What we did not expect was to sit through a critically acclaimed 3-hour play completely appalled by the evening’s events – and hungry. And so, our harrowing customer service tale begins.

The evening started without a hitch. We arrived at the restaurant for our early reservations, were seated on time, and eagerly listened as the server described a delicious menu as a courtesy since we were first-time patrons. The appetizers we ordered were served promptly as tables began filling up with the bustling dinner crowd. Impressed by our first taste from the menu, we anxiously awaited our entrees. And waited…and waited. As we looked around the restaurant, we noticed that several other tables that had been seated long after ours were already halfway through their meals. Some had already even come and gone.

Before we knew it, 7 p.m. was fast approaching and the show was scheduled to begin in 30 minutes. After alerting our server (who seemed to have gone missing since our appetizers were served), we waited for another 10 minutes while he spoke with the manager about the delay. The manager finally stopped by our table after another five minutes passed and proceeded to shower us with excuses. We walked out utterly disappointed, stomachs growling.

Dissatisfied with the server’s lack of responsiveness and the manager’s ill attempt at handling the situation, we thought it would be beneficial to inform the general managers about what went on in their restaurant. After sending a stern yet cordial email about our experience, we resigned to put it all behind us and move on (and to never go back for another meal).

The next day, each of us received a pleasantly surprising email response that was very apologetic and included an invitation back for a complimentary dinner in addition to tickets to another show. The general manager said he would personally ensure we would be taken care of. Thanks to the timely response and going above and beyond what we expected (a complimentary dinner at best), Sea Change earned another chance to impress. Hopefully when we return next time, we’ll walk out groaning from eating too much delicious food.

-Mary Nhotsavang

If you live in one of the nine markets for the new “I’m a Mormon” ad campaign blitz, you’ve likely seen or heard the ads that convey the normalcy of Mormons today. The Twin Cities is among the nine markets that The Church of Jesus Christ of Latter-day Saints has selected to test their campaign and I was intrigued from the first TV spot I saw during prime time about a month ago. 

I’ll admit, the first thing my suspicious, former reporter mind wondered was if the church is attempting to pave the way for conservatives’ acceptance of Mitt Romney in 2012, which could make him the first party endorsed Mormon presidential candidate in America’s history. Apparently, I wasn’t alone—Fox News leapt to that same speculation early in the ad campaign. Then I began to mentally cycle through American history and we elected Nixon (a Quaker) and the first-ever Catholic, JFK, to our highest office. And current conspiracy theorists have falsely convinced almost a quarter of Americans that we’ve now elected a Muslim. So a political candidate’s religion might be a non-issue after all.

But seriously, from a purely marketing standpoint, I think the ads are quite good. They feature very relatable (aka: normal) Mormons engaged in a variety of activities and pursuing diverse professional and personal interests while talking about their faith. The ads are well done, convincing (if normalcy is the messaging objective) and intriguing. Apparently, I’m not alone in my interest either. According to Scott Swofford, director of media for The Church of Jesus Christ of Latter-day Saints, traffic at mormon.org is up 300 percent since the campaign launch. In test markets like the Twin Cities, traffic has spiked 400 to 800 percent above typical levels since the ads began to run. That’s an unequivocal success, from a campaign measurement standpoint.

With such positive metrics behind its efforts so far, I would expect The Church of Jesus Christ of Latter-day Saints to expand beyond these initial middle American test cities: Minneapolis-St. Paul, Baton Rouge, Colorado Springs, Jacksonville, Pittsburgh, Rochester, NY, Oklahoma City, St. Louis and Tucson. So, don’t feel neglected if you don’t reside in one of these test markets. “I’m a Mormon” TV and radio spots, billboards, and public transit and internet ads may soon become part of your everyday consciousness. If you can’t wait, discover what all the buzz is about by visiting mormon.org or find them on Facebook and YouTube.

What do you think of the new “I’m a Morman” campaign?

Read more blogs from SCG’s 41 Stories.

-Steph Haugan

If you are planning on driving into downtown Minneapolis next Thursday, be warned. For the first time in 29 years, the Minnesota Twins and the Minnesota Vikings will play simultaneous home games—the Twins against Detroit at 7:10, the Vikings against Denver at 8:00. After the Twins’ last game in Met Stadium on September 30, 1981, two home games could not be scheduled because the Twins and Vikings both called the Metrodome home. So mark your calendars and be prepared for slow-moving traffic and standing room only on trains and busses come rush hour (although we’re betting it won’t be as bad as the traffic jam that kept Chinese travelers stranded for 11 days)!

Almost everyone I know has already dropped their landline, opting to be contacted solely through their cell phones. But for some reason I have felt the need to retain my landline, despite also having a cell phone. Maybe it’s because my number has been tied to so many other things, like organizations and charities I support. Or maybe it’s because my mom and uncle (who don’t seem to understand the concept of not having a landline) reach me and my family using that number. But now it just seems like unnecessary redundancy. I could do without the sales calls over dinner and as for my mom and uncle, well I could have them change their address book. Options weighed, I recently conjured the guts to get rid of my landline and began the search for new alternatives.

Researching what was available, I had a few requests. I would still like for there to be just one number for someone to call the Nolte family instead of choosing who to call—my wife or I. And what about those other things that rely on your home phone number? I don’t want give my cell number and risk getting sales call on my cell. I also would like voicemail transcribed and emailed to me, and choose when and I want to choose where to have calls go. Too much? Oh and just one more thing… I want it for free!

Well this is where Google came into my life again, with their service called Google Voice.

The first thing you’ll need to decide is whether you’d like to use the full version of Google Voice with a brand new phone number, or add some Google Voice features (like voicemail) to your existing mobile phone number.

The basic differences between these options are:

Google Voice with a Google number

• Use one number to manage all your phones; your Google Voice number is tied to you, not to a particular device or location.
• Voicemail is like email: Save voicemail messages for as long as you’d like, star important ones, and search through them.
• Voicemail transcription: Voicemail messages will be automatically transcribed to text and sent to you via email and/or SMS.
• Customize your callers’ experience (custom voicemail greetings, decide which of your phones ring based on who’s calling, send some callers straight to voicemail, etc.)
• Works with mobile phones, desk phones, and work phones. There’s nothing to download, upload, or install, and you don’t have to make or take calls using a computer.
• International calling: Make low priced international calls from the web or from your phone.

Google Voice with your non-Google phone number:

With this option you won’t get some features (i.e. call forwarding, screening, and call recording), but you get plenty of others, including: voicemail like email, voicemail transcription, custom voicemail greetings and international calling. For a complete list of the features with each option, click here. You can also check out a video about Google Voice’s set up options.

With that choice made, you can start the FUN part, picking out your new phone number!  You can even choose your area code and search for specific alphanumeric options, like 612-GO-NOLTE (not really my number).  

Since switching over to Google Voice, I haven’t missed my landline once—or missed a call from my mom or uncle. So thanks Google, for not only thinking of great ideas, but for making them work and providing them for free.

Read more blogs from SCG’s 41 Stories.

-Trevor Nolte

As sales people we are taught to ask questions to find out valuable information about the prospect. We are taught to use a combination of open ended and closed ended questions to get the desired result but what about the questions themselves? I have learned that it’s not always what you ask but rather how you ask that is important. 

Art Sobczak, owner of Business by Phone and producer of the weekly TelE-Sales Tip suggests that anyone attempting to create leads by phone should make every attempt to gain commitment from the prospect instead of asking for permission. You can read Art’s article here. 

Essentially what Art is saying is that instead of asking a prospect for permission such as “Can I send you a proposal?”, gain commitment by asking “If I send you a proposal will you look it over and we can discuss it in more detail on Wednesday? Generating leads using this method, as we do at SCG’s Perfect Pitch Contact Center, allows you to more quickly move the prospect towards trial.

Many sales people mistake activity for accomplishment. If you’re calling someone just to “stay in touch” you won’t accomplish much more than making another call. The goal of prospecting is to move the prospect from unaware to trial as quickly as possible. This is done most cost effectively by setting goals for each call and gaining commitment to take appropriate next steps on future calls incrementally moving forward towards a trial of your product or service. The benefits of a prepared phone conversation was a topic for my blog earlier in the year.

Have you been guilty of calling for just the sake of calling?

Read more blogs at SCG’s 41 Stories.

 -Randy West

After a number of days anxiously waiting, Viking fans breathed a sigh of relief this week because Favre is back for one last season at the Metrodome. And while we have a few Packer fans on the 41^st floor, our fun fact this week is about the namesake of our Minnesota football team, the Vikings. Only one Viking helmet has ever been found at an archaeological dig. However, unlike the headwear sported by Minnesota Vikings fans, the relic found in southern Norway did not have horns.

I have a weakness for Dairy Queen Blizzards. I find it hard to resist the creamy, scrumptious treats, which can be troublesome because I walk by Dairy Queen in the downtown Minneapolis skyway at least once or twice a week during my lunch hour outings. I try to talk myself out of taking the skyway leading to the DQ, but usually my taste buds take over and I find myself standing in line ready to order. I start to get rational and tell myself, “It’s just ice cream. How bad can that be? I am just getting my daily calcium requirements.” So I order my favorite flavor (hot fudge-banana) and dig in. After inhaling the blizzard within a few minutes flat, I start to feel a little bit guilty and a tad gluttonous.

Well, I am happy to announce that Dairy Queen has finally launched the new Mini Blizzard. The roughly 6-ounce treat is about half the size of the small blizzard, but still full of flavor. You get just enough of your favorite treat to satisfy your craving, but you don’t overindulge. So now I don’t feel so guilty when I break down and run for the nearest Dairy Queen.   

Have you tried your favorite Blizzard flavor in the new Mini size?

Read more blogs from SCG’s 41 Stories.

-Jane Tomassetti

A few weeks ago, I experienced Southwest Airlines for the first time on a flight to Chicago. Right from the gate, I discovered a bizarre world exists in the monotonous airline industry. Typically, one carrier blends in with another, only to be differentiated by pretzels vs. peanuts. Southwest, known as a no-frills budget airline, definitely stands out. Its promise: “To get you to your destination safely and comfortably with a laugh or two along the way.” The result: An aggravating experience for this first-time Southwest flier. 

As the majority of airlines have introduced baggage fees, Southwest has boldly done the opposite. Their current marketing message, “Bags Fly Free,” is both direct and enticing. The medium on which they advertise also sets them apart. Fifty of their aircrafts have giant stickers with the slogan, “Free Bags Fly Here,” and 1,000 of their luggage carts boldly state, “I Carry Free Bags.” This is great placement. While you are awaiting takeoff on a competitor’s flight, you are reminded that you could have checked your bags at Southwest at no extra charge. For me, the beauty of free bags meant that there would be an abundance of overhead space for my weekend carry-on, making boarding a breeze. Or so I thought.

Which brings me to the second point of difference on Southwest flights: there is no assigned seating.  At the check-in kiosk, I was offered a $15 upgrade for “priority seating” and a free beverage. Not realizing the value of this offer, I declined. When my boarding pass said “No seat assigned. Group C-8,” I assumed I would get my assignment at the gate.

I arrived at the gate and soon realized that seating on Southwest is a glorified melee. Feigning order, Southwest asks fliers to line up alphanumerically. The majority of fliers are in Group A, having purchased the upgrade (this was later confirmed by all the drink coupons being redeemed). Group B consisted of people who had checked-in electronically many hours before departure. And Group C was comprised of myself and a handful of other people, who had naively checked in upon arriving at the airport. 

This is where Southwest’s no assigned seating concept FAILS, especially on a full plane. People began to file onto the plane with singles opting for a window or aisle seat, leaving many lone middle seats available. People traveling together obviously wanted to sit together, so they kept walking until they found two adjoining seats. As people passed open seats (usually the shunned middle ones), a bottle-neck effect was created. Everyone had shuffled to the rear of the plane where there weren’t any seats left so the whole line had to back up the aisle. At this point, my bag and I were stuck going backwards. As one of the last to board, all of the overhead bins had been snapped shut, and I was stranded with no place to stow my bag. Finally, after desperate searching, my carry-on ended up above row 28, and I was in row 7.

Finally, I was seated, albeit sweaty and agitated. Then the strangest thing happened. As the flight attendants began their oratory on exit rows and oxygen masks, I heard them rapping. On the intercom system. On purpose. This is another way Southwest sets itself apart. During the obligatory safety summary, the flight attendants tell jokes, sing songs and rap. Maybe due to my bag-separation anxiety (I realized that I would have to wait for everyone to deplane before we would be reunited), I found the “comedic” presentation far from funny. But, from a marketing perspective, I had to give them kudos for doing the unexpected. In the five minutes that passengers usually tune-out, Southwest had engaged their audience and created a brand experience.

Overall, Southwest is doing some very novel things which set them apart from competitors. Having survived the chaos, I will give Southwest another chance.  Now prepared, I will splurge on the upgrade, and I will have my iPod handy if I’m not in the mood for a rap. And, maybe this bizarre Southwest world WILL make me laugh and calm the cranky traveler in me.

Have you flown Southwest? What do you think of their seating and schtick?

Read more blogs at SCG’s 41 Stories.

-Joy Wagner

EXTRA POLL: Do you think the disgruntled JetBlue flight attendant, Steven Slater, should get his job back?

Last weekend, I spent a fantastic long weekend golfing at Grand View Lodge in Nisswa, Minnesota. In the company of eight wonderful people, we enjoyed scenic boating on Gull Lake, delicious food, a few Tangueray and tonics, fun and at times irreverent conversations and of course, golf. Grand View is a magnet for the golfing set (me included) and it didn’t disappoint in terms of challenging courses and stunning views.

My favorite of the top-rated championship courses we played in the Brainerd Lakes area was The Preserve. The perfect summer weather might have influenced my choice, but after finishing 18 holes we decided we needed more and played another 9. With 27 holes under our belt that day, suffice to say we slept well that night—just what we needed to get up the next morning and do it all again at The Pines, another challenging course with stunning North Woods views.

It was the perfect weekend despite learning that my house sitter had called 911 one night when a midnight visitor came banging on the front door. The St. Paul police department (four officers, to be exact) were quick to the scene with flashing lights and scanned the property, but the uninvited visitor had fled. With police report in hand, the officers promised to keep my home on their route going forward.

It struck me upon learning of this incident that golf is very much a metaphor for life. At times, you get in the rough and it takes multiple attempts to clear it. Other times, you hit the ball just right and the connection lands you right on the green with an easy one-putt to the pin. I’m happy to say that last weekend at Grand View lodge was more of the latter than the former for me. An ideal vacation filled with plenty of golf (63 holes!), wonderful connections and easy conversations.

 Read more blogs from SCG’s 41 Stories.

 -Steph Haugan