Marketing Roadmaps

Douglas/Dogs

A tale of two shows: High Fidelity and Ringling Brothers Barnum & Bailey

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This past weekend I attended two shows, High Fidelity and the Ringling Brothers Barnum & Bailey Circus (Red Tour).

High Fidelity is a new musical based on the book by Nick Hornby and the film starring John Cusack and Jack Black. While I have not read the book, I loved the movie, and am happy to report that this musical does a wonderful job of echoing the feeling of the film, without trying to copy it. Edgy but not depressing, it was a great two hours of musical theatre. The performers are excellent, and I urge you to check it out if you have the chance. Right now, it is in a pre-Broadway engagement in Boston. Broadway previews begin in late November, opening December 7th.

I love the circus. Always have. Probably always will. So, we splurged and bought "Circus Celebrity" tickets for the current Ringling Brothers "Red" tour show which finished up in Boston last night. Pretty pricy tickets, you’re seated in the first two rows at the center ring, and you get to "participate" in the circus. As I recalled, it was pretty much riding around in a little train thing in the rings, and seeing the circus close close up. I thought my son would love it and was looking forward to doing it with him. 

I was very disappointed. Instead of keeping the family together, for the first 5 minutes or so of the "participation" experience, my husband and son were sent one place (I found out later the center ring to dance with clowns) and my mom and I were shunted off to dance on the edges with some acrobat and a clown. There was no explanation of what was going to happen, no opportunity for my husband and I to switch places so I could go with my son. Which would have made things a little better anyway. Between my husband David and I, I am (or was?) the big circus fan, and would have enjoyed it more. They then brought us together again, and with another family, we got into some sort of teacup thing and rode around the rings a bit, and watched one act from "on the floor."

The saving grace at least was that Douglas enjoyed it, which in the end is what it is really all about for me. But I won’t be in any hurry to do it again. I think it is poorly thought out at best to split up family groups who have paid EXTREMELY good money for the experience .Even for a few minutes. And certainly not without an explanation. I wasn’t at the circus to see it through my mom’s eyes, much as I love her. Or perform. For me, for any parent, it is all about our children. I wanted to do it with my son.

The Red Tour’s motto is "saving the day from every day" and on this dimension, I have to say, they didn’t come anywhere near close. Poor customer service feels just like every day. Nothing special. And that’s too bad, because the circus is supposed to be a magical place for children of all ages.

Not this one on that day.

Now before anyone jumps on me for not giving the circus a chance to respond, I have indeed emailed them with my comment and will post any reply I get. But I am too irritated… still… to wait for the response before I post. Does that make me a cranky bitch? Probably, but so it goes.

Later today…more thoughts on Wal-Mart.

UPDATE: Ringling Brothers got back to me, SAME DAY, so bonus points for promptness. Plus, the reply indicates that they cared enough to actually respond to my specific criticism. Sad to say, that isn’t the customer service we get everyday, so well done on that score. It goes a long way to mollifying this cranky person. Not all the way mind you, but much farther than I was this morning 🙂

Here’s the email:

Thank you for contacting Ringling Bros.
We are sorry to learn that you were disappointed with the Circus Celebrity portion of the show.  We are happy to forward your feedback on to the producers of the show as they start working on next years new 137th Edition.  We will ask that they keep your comments in mind specifically for the Circus celebrity portion of the show. 
Once again we appreciate your feedback, and hope that you were able to enjoy the performance despite your disappointment in this portion of the show.
Sincererly,
Ringling Bros.

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Summertime

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"Summertime and the livin’ is easy,
Fish are jumpin’, and the cotton is high.
Oh your daddy’s rich, and your ma is good lookin’,
So hush, little baby, don’ yo’ cry.

One of these mornin’s you goin’ to rise up singin’,
Then you’ll spread yo’ wings an’ you’ll take the sky.
But till that mornin’, there’s a-nothin’ can harm you
With Daddy and Mammy standin’ by."
(Summertime, from Porgy and Bess, Gershwin, Heyward and Gershwin)

This past week has been pretty busy, and I really didn’t have all that much to say, so the blog went a bit silent. Lots of client work right now, so this state of affairs may continue until Labor Day, with maybe one post per week. Never fear, though, I will be back come September …

I did want to share one truly amazing thing that happened last weekend. I took my mother and son up to Boothbay Harbor Maine for a long weekend (while my husband enjoyed his two-day golf school at home). Boothbay Harbor  is a lovely place, and I highly recommend it. But that’s not the amazing thing.

We were eating our lunch outside on the 2d floor deck at this small cafe. Unbeknownst to us, the deck was actually over the water. My son was playing with a couple of plastic cars he had just bought, with his own money, when one rolled off the table, off the deck and into the drink. He was pretty upset and no amount of telling him that we could go buy another one would console him.

Here’s the amazing part.

A man at an adjoining table who had just finished his lunch asked if the car was still floating, When Douglas replied Yes, the man proceeded to go down on the dock, asked the manager of an adjoining restaurant if he could borrow their little row boat, poled over to the car and retrieved it.

There is a lot of unpleasantness in the world. And occasionally an unexpected act of kindness like this that restores your faith. Whoever, wherever you are, thanks again. You made our day.

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Shel Holtz has assembled the thinking from a number of folks this week about blog monitoring on a list at the New PR wiki. Check it out. Add your own thoughts.

Lots of people commenting on Google’s nastygrams about the use of its trademark "Google" as a generic. I expect Google knows it can’t prevent the use of “Google” as a generic, but they have to make these efforts to defend the trademark to keep it from passing *legally* into the generic. If it does that — becomes a legal generic — the word could be used inside someone else’s product name, and Google’s brand value literally stolen. You cannot trademark a generic term. Robert Scoble gave the best example: Google wouldn’t want to see a new product called "Microsoft Google," would they?

So they make these “good faith” efforts to defend the trademark against improper use. They have to use the proper legal language and so on to make the case strong that they defended the mark in case they ever need it in a full-blown trademark defense. No wishy washy or nudge nudge wink wink letters.

I doubt they really want to prevail and stifle the word of mouth branding they get when we talk about "Googling" something. Think about it, the only way to “win” this battle is to lose the dominant market position so that you no longer define the market. I haven’t heard the term ‘Xerox’ in reference to photocopies in a long time. But ‘Kleenex’ for ’tissue’ is still going strong. Did Xerox do a better job than Kimberly-Clark defending the mark and getting us to switch to the actual generic term ‘photocopy’? Doubt it. Reality is: Xerox no longer defines the market for copiers, so the mark no longer works as well as a generic.

It is quite schizophrenic really — you achieve the goal of becoming the definition of the segment, and then you have to spend time and money preventing people from using you as the definition of the segment. Catch-22.

I’m sure Google would rather be Kleenex than Xerox.

(Some of these Google thoughts were originally posted as comments on Sherrilynne Starkie and Neville Hobson’s blogs.)

Oh, and the lyrics at the beginning of this post? I Googled ’em.

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Explaining evolution to a six-year old

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Explaining evolution to a six-year old is not the smartest thing I ever tried to do, but so you have it. I was reading this post at PR-Squared which had this picture:

My son, home from kindergarten on Good Friday, is looking over my shoulder and chuckling at the monkey who turns into a man at a computer. Fool that I am, I tried to explain.

He listened carefully and then asked: "Mom, did you used to be a monkey?"

Uncle.

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Escalating cuteness

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Scott Baradell started it. (And, no offense, I’ll pass on the date contest).

David Parmet upped the ante. (And please do post more pics of your kids.)

While I really don’t give a tinker’s dam about rank, I can’t resist an excuse to post pictures of my son and my dogs.

So here’s my entry in escalating cuteness. Since my son is nowhere near as pretty as David’s daughter, I’m going  to go for the cumulative effect of dogs and kids  🙂

Douglas, playing with his Knex Corkscrew Canyon

Tank, 4-month old Scottie puppy

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