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Thursday, July 30, 2009

How to Piss People Off & Get More Customers [Revit Thought of the Day]

I got this email yesterday. Kind of how I feel about Revit and BIM. The efficiency of BIM and the information created in the model that can be shared with so many people to improve the construction process just makes it so compelling for me to embrace. Hope all of you feel the same, either now or someday very soon.

Shamus Brown's EGOPOWER http://www.IndustrialEGO.com



I am recovered coffee addict.

Mentally I still love coffee, even though I don't drink it
any more.

So I really appreciated this story that I came across the
other day that I am about to share with you.

A guy goes into a coffee shop in near Washington DC. Guy
tries to order an iced espresso, and is told he can't have
one because it's against store policy to serve espresso over

Pissed off, guy orders an espresso and a cup of ice, and
proceeds to pour espresso over cup of ice. Flabbergasted
barista says that's really "not okay".

Guy orders a second coffee drink from the store, and leaves
a dollar tip with a profane message penned on the face of
the bill with a Sharpy.

Being a former coffee snob myself, I love the fact that this
coffee store, Murky Coffee in Arlington Virginia, has a
precision process for brewing and serving their coffee.

And they won't sell it to you in a way that will degrade the
quality of the coffee.

And if you are going to ruin it yourself, they aren't going
to let you do it in their store, and they're going to tell
you to go buy your coffee elsewhere if that's what you want
to do.

Some people will get real pissed at such an attitude of a
business. The customer of this story Jeff Simmermon was so
tweaked that he blogged about, which led to the Washington
Post finding out and writing about this, which led to
hundreds of thousands of people reading Simmeron's blog and
finding out about Murky Coffee in Arlington Virginia.

Murky Coffee's website and Simmermon's blog both got tons of
visitors and tons of comments many praising and blasting
each of them for their respective actions and their

Murky Coffee is the one who is coming out ahead in this
dustup though. They just got a huge amount of free

Now you might say that this is negative publicity though.

The thing is that Murky Coffee now stands for something.
They stand for excellent, pure, high quality coffee.

The people who care about that (i.e. coffee snobs like
myself), but who had never before heard of Murky Coffee, are
now going to give them a try. And many will form an
emotional attachment to them because they are defenders of
quality and excellence in coffee.

The Simmermon's of the world who just want the most
convenient cup, who want to do whatever they want with it,
and who want to whine about "the customer is always right"
will hate this store and will stay away.

But that is OK, because those people were never the target
market for a store like Murky Coffee in the first place.

You don't have to take abuse from your customers.

The customer is not always right.

Stand up for yourself in sales and you'll be more

Sell with Pride,

Shameless Shamus Brown

P.S. Want to give your sales a triple espresso shot of
caffeine this summer (not over ice though!)? Then go get
yourself a copy of my Persuasive Selling Skills Audio
Program right now...

P.P.S. Selling like a wimp after you listen to my program is
not allowed. It's against store policy...


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