Archives for posts with tag: hate


The signs are everywhere:

Fly any domestic airline and you feel hated the moment you walk into the plane. (The feeling is mutual, as you can see from this Twitter search.)

Phone trees are a clear sign that a company hates their customers. They don’t even want to hear from them, they just want them to consume and be quiet.

    Banks really hate their customers. Fees, hidden fees, hidden fees behind hidden fees.

      Telco’s? Oy.

        When was the last time you stood in line at the post office? There are some exceptions but most employees despise each and everyone in the line. They feel entitled to yell at people not standing behind some imaginary line and don’t even bother to look up when talking to you.

          One word: DMV.

            How can you expect your customer to love you when you hate them?

            Just watch commercials.

            Dopey men.

            Women getting excited about a new laundry detergent.

            More dopey men.

            Kids who want nothing in the world more than a crappy plastic toy that accompanies their crappy meal.

            Even more dopey men.

            Did I mention dopey men?

            Since Roseanne left the building, the working class has become the laughing stock of the entertainment and advertising industry. They just want to sit in front of the TV, drink beer, eat fattening food and stare at skirts. That’s how we portray our customers.

            While we glorify people like Kim Kardashian or Paris Hilton: empty heads that never contributed anything to society besides conveying the message that being famous is more important than doing something good and valuable.

            You need to love your customers.

            They deserve it.

            They have been through hell.

            Most of them are still in hell.

            They live in daily fear because one more little disaster might cause their personal, financial apocalypse. They are the 15% of unemployed/underemployed people that don’t see a future. They are the employed that fear they might join the 15% very soon. They have given up on wanting something, they just focus on surviving.

            We are all responsible to create a new culture.

            Whatever you do in advertising, it influences our culture.

            It changes how people feel about themselves.

            This goes way beyond being empathetic.

            It’s is about taking off your Madison Avenue shoes and walk in Main Street shoes.

            It’s about stop pleasing your ad friends and start pleasing real people.

            It’s about making a difference.

            It’s about love.

            A loving heart is the beginning of all knowledge – Thomas Carlyle.


            When I first moved to Los Angeles, I listened to radio a lot. One of the shows I liked was hosted by Marc Germain. He called himself Mr. KFI or later Mr. KABC.

            It was a nice show without screeners or any topics. People just called in and talked about anything they had on their mind.

            Over time, I forgot to tune in. I liked his show but that wasn’t enough to make the effort to listen to him. He never made it big, he’s now struggling with a weekly show.

            The first time I heard Howard Stern, I was riveted. I’ve never heard anything like this before. The topics, the questions, the outrageousness.

            I’ve been a loyal Stern fan ever since. I’ve sat in a parking lot for an hour to be able to listen to the Stuttering John and Crazy Cabbie fight. I scheduled meetings around his show.

            I purchased 3 different Sirius radios that all sucked, just to purchase another one. I didn’t want to miss the show. Each month, I fork over $10 to listen to him.

            Howard Stern’s magic is not about being funny, a great interviewer or an outrageous character.

            You either love or hate Howard Stern.

            There’s not much in between.

            Once in a while, his minions go out and ask people “Who is worse? Howard Stern or Charlie Sheen?” The majority of people said Howard Stern was worse. He lost against Mel Gibson.

            That’s astonishing.

            Actually, not.

            He was himself. That’s why he was so different.

            Being different evokes deep emotions in people. And that’s why he’s one of the highest paid entertainers in the world.

            Some people hate it. Many people love it. He didn’t care about being liked.

            He wanted to be different.

            It’s easy to be liked. It’s hard to be different.

            Most people want to be liked. They ask for advice how to be liked more. Ultimately, they become a commodity. Nothing to see here.

            It didn’t work that well for Marc Germain, it doesn’t work in our industry and it won’t work for you.

            You need to be different.

            What makes you stand out from the crowd?

            Once you know that, live it. That’s what people desire. That’s what people pay for. That’s what will change your life.

            Brands: Stop trying to be liked. Be different.

            The Facebook world lures brands into thinking that a “Like” has any value.

            It doesn’t.

            To be liked is being timid, being small, being easily replaceable. You want to be loved and hated at the same time. You need to stand for something. Something that evokes deep emotions. You need to have that friction.

            Or you’ll disappear.