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A lesson in poor customer service, featuring Mark Levin

Our Saturday affiliate, Clear Channel's WSPD-AM in Toledo, has dumped Levin and replaced him with Free Talk Live's weeknight show. Why? Levin's contract expired and when the Levin affiliate relations guy came around looking for a renewal, Brian explained to him why he was getting rid of the show. While Brian's email included several compliments to Levin, ultimately he was disappointed by Levin's libeling of people on-air with whom Brian is close. Brian's email (which was orginally only sent to the affiliate relations guy) was forwarded to Levin by his AR guy. Levin then proceeded to hammer out an angry email to Brian, which was full of misinformation, and concluded telling him, "Perhaps you should consider leaving your job as PD and host in Toledo...rather than abusing your positions as you are."

Brian shared the series of emails with me, including his excoriating reply to Levin, and gave me permission to share them publicly. (I'll include them in full below.) Looks like Levin is as much of a hothead off-the-air as he is on. As I inhabit the unusual position of being a host and affiliate relations department all rolled into one, customer service is very important to me, as it should be for any talk host, whether or not they are calling on stations. I didn't get to over 100 affiliates by treating people with disrespect, but maybe when a show host like Levin gets to where he is primarily because of corporate cramdowns and not actual, earned value on-air, perhaps that contributes to the host acting like a spoiled child. Let's take a look at how Mark Levin blew it:

-Never burn a bridge. Sure, it's no fun to get news that a station has pulled your show. It's happened to me plenty of times over the years. Usually the PD's reason is something like, "It wasn't right for our older audience.", or, "We wanted to change direction." Occasionally it will be something more specific like some listeners not liking something we said on-air and the station being uncomfortable with controversial viewpoints. Whatever the reason, the response from me is always that I express disappointment that it didn't work out, thank them for the opportunity to entertain their listeners, and encourage them to get in touch if FTL can be of assistance in the future. Leave the door open - one thing you can count on in this business is change.
-Never write and certainly don't hit send on an email when you are upset. It may be hard to resist, but you might say something you regret and then find your email posted online for all the world to see. Oops!
-Don't let a hotheaded, shouting, angry host anywhere near the job of affiliate relations. The AR guy made a mistake by sending Brian's cancellation message to Levin in the first place. Nothing good could have come from it.
-Don't let your personal politics affect your professionalism. I don't care whether my affiliate PDs agree with my viewpoints. What matters is whether or not we on FTL can bring a unique, dedicated audience to their station at the times which they air the show. I'm always happy to chat with a PD or local host on or off-air regarding issues, but only if they initiate it, and I'd certainly never let a political viewpoint interfere in a professional relationship.

As you might imagine, WSPD's Brian Wilson isn't the only PD who has been rubbed the wrong way by Levin. I heard from a Saga Communications PD that Levin has been removed from the air across all the company's talk stations. So, whether he's personally offended you or you're just tired of the hatemongering, do consider Free Talk Live as the antidote to Mark Levin. We're here for you live, all seven nights.

Here are the emails between WSPD's Brian Wilson and Mark Levin:

If you'd rather listen to the emails than read them, we read them on-air on last night's show as we discussed the matter. Here's a Youtube video that a listener made, cutting our hour we spent on this down to about fifteen minutes: http://www.youtube.com/watch?v=6d1oBdMcYtE If you'd prefer to hear the full hour, we covered it in the second hour of the show, so load this episode up into your favorite media player and skip ahead to about the 42 minute mark to hear the discussion: http://traffic.libsyn.com/ftl/FTL2012-02-15.mp3

First, Brian sends this email to the affiliate relations guy for Levin's show:

From:Wilson, Brian (Toledo) [mailto:[email protected]]
Sent: Saturday, February 11, 2012 2:49 PM
To: Darion Melito
Subject: RE: WSPD-AM Levin

Darion
This was my reply to your previous re the Levin contract expiration:

<<At cpac. Will connect mon. >>

You will notice there is no "agreement" made or mentioned.
In fact, in response to Mark's outrageous diatribes, mis- and dis-information slanderously leveled at Ron Paul, Tom Woods, Lew Rockwell - personal and professional friends of mine - I will be exploring other programming options effective immediately.

You are welcome to share with Mark my early admiration for his focus on Constitutional principles, their absence from most of what passes for governance and how that compelled me to add his show to the WSPD line-up. You may also share that while I heartily endorse lively on-air debate/discussions on virtually any subject, the verbal and written abuse he heaped on these Constitutional scholars who individually have done more throughout their careers to advance Liberty and Freedom than Mark ever will with his scorched-earth, egomaniacal diatribes is not good radio programming or content on my station. Complaints from my listeners would tend to support that.

I've been in this business 47 years, on great radio stations like WABC, WMAL, WBAP, KSFO, WBT; I've even owned my own station. Despite being confined to Toledo, I know more than "tiny market" about radio and how it works. Despite his difficult voice quality - about which we spoke prior to signing him to WSPD - I admired his writing and efforts on behalf of Liberty. Now it appears his vanity has been "over-served" Rush Limbaugh's "ice tea/Kool Aide" and, like Rush, thinks way more of himself than can be objectively sustained.

If Mark ever gets a grip on his rational self - or develops the class and courtesy to apologize to the three gentlemen mentioned above - I'll give him another listen.


Brian Wilson
News/Program Director
Host - The Afternoon Drive
NewsTalk 1370 WSPD
"Where Toledo comes to talk"
www.WSPD.com
www.brianwilson.net
"One of the Top 50 Program Directors
in Talk Radio"-RadioInk Magazine


Next, Levin replies to Brian (it appears as though the AR guy forwarded Brian's email to Levin):


From:[email protected] [[email protected]]
Sent: Monday, February 13, 2012 3:37 PM
To: Wilson, Brian (Toledo)
Cc: Owens, Tom - SVP; Talbott, Julie
Subject: Fwd: WSPD-AM Levin
Re Your Email (see below)

Dear Brian:

I don't think I have ever read a more unprofessional note from any program director. If you did not want to extent the show, you could have just canceled it. The fact that you are using your position as a program director and host on a Clear Channel station to front for the Ron Paul campaign and his friends is a disgrace.

As you are undoubtedly aware, Lew Rockwell was the editor of the Ron Paul letter, which were full of racist and anti-Semetic diatribes. His website is full of hateful and vile attacks against me and my religion. In fact, he is such an extremist that he has written about and posted piece attacking Ronald Reagan, William Buckley, Clarence Thomas, Antonin Scalia, Thomas Sowell, and on and on. But you know all of this, don't you Brian? After all, Rockwell is a friend, as you say. I could go on, but the fact is you know all about these folks. But when I and my religion are attacked by these people, I respond.

I also don't appreciate you lecturing me about what I have done in my career over the last 40 years for the cause of liberty -- whether serving Reagan, litigating against Obama policies in the Supreme Court, writing best-selling books on liberty and conservativism, and of course, my radio program. Your personal attacks about my career and my voice are outrageous. I also think your attack on Rush, who helps pay your salary and is the anchor of your company, by belittling his work and his audience is mind-boggling.

Perhaps you should consider leaving your job as PD and host in Toledo and joining the Paul campaign full-time, rather than abusing your positions as you are. I have been on WSPD since September 2006. Interesting that only now, during this phase of the Paul campaign, I don't meet your standards. I have asked Darion, my affiliate relations manager, to send you a cancellation notice, given what you have written.

Mark


Finally, Brian lets Levin know how he really feels:


From:Wilson, Brian (Toledo) [mailto:[email protected]]
Sent: Monday, February 13, 2012 10:11 PM
To: [email protected]
Cc: Owens, Tom - SVP; Talbott, Julie; [email protected]; [email protected]; Fritz Wenzel
Subject: RE: WSPD-AM Levin

Dear Mr. Levin

Thanks for taking the time to write. Your missive confirms all my original misgivings about you - and then some.
I'm only surprised you didn't type in ALL CAPS to better convey your Kindergarten temper fit.

If I "did not want to etent the show..."? Wow. Weren't you typing with both fists?

FYI, counselor, your contract had already expired so you won't be needing to send that "cancellation notice". As with your mis- and uninformed diatribes, Due Diligence is as absent as your intellectual courage to respond to your spurious comments about Tom Woods and the War Powers Act. Or have you re-written the Constitution recently?

As to your continuing efforts to libel Lew Rockwell, maybe you could become pen-pals with LRC contributor David Gordon. I'll leave it up to your crack research to determine Mr. Gordon's religious convictions.

"Hateful attacks on me and my religion"? Seriously? As a renowned practitioner of law, please cite specifics. How about a link or two? Meanwhile, would you care to read Lew's glowing articles on Murray Rothbard? Probably not. They would surgically remove the"un" from your uninformed.

If "extremist" Lew Rockwell "posted piece [sic] attacking....Tom Sowell", how do you explain Dr. Sowell's article archives at LewRockwell.com ( http://www.lewrockwell.com/sowell/sowell-arch.html)? I know the answer: you'd wouldn't. Instead, you would treat us to a typical Levin soprano concerto, packed with flaccid repartee and void of fact.

No worries. Everyone here knows nothing deters The Grate One -- which is sad knowing how desperate the Republic is for common sense, Constitutional fealty and reasoned response. Congratulations on your part in nurturing the collective ignorance via megalomania.

Yes, when not mercifully pre-empted by sporting events, you have been on my station since 2006, failing to produce even a modicum of the ratings produced by a former county commissioner (with no prior radio experience either) but a sharp eye for Liberty and Freedom and a respectful ear for the opinion of callers who disagreed with her. Sadly, I never got the same performance from you. Rather than improve with age and experience, you became spoiled and rancid, unfortunately following the roll model of others who started out exciting, compelling and entertaining only to swoon at the sound of their own voice (or "naked body"), blinded by the glare of their paychecks and taking the hysterical blathering of myrmidons as inspired hosannas. Along with them, you succumbed to the delusion of adequacy.

It's true: you have your "radio program", about as successful as your "litigation...in the Supreme Court". But when you're response to an objective programming decision based on vile, prejudiced, uninformed content combined with 5 years of poor ratings performance is met with adolescent ad homonyms, distortions and incoherent scribblings, your screed has the intellectual depth of a damp sponge.

As an obscure philosopher once wrote: "Beware the lollipop of mediocrity; lick it once and you'll suck forever."
Suck on, Mark, suck on.
And I say that with all due respect.

Brian Wilson
 
Wow. I can't believe I just read that. Both of those guys come off looking ignorant and extremely full of themselves. I don't even no where to start.

- I think it's obvious that the PD made this change for political reasons. He admits as much in the first paragraph. Slander? Admittedly, I haven't listened to Levin in years. But if he really is slandering Ron Paul, I hope a lawsuit is filed and proper punishment is doled out (I'll hold my breath on that one). I think Levin has a point that the PD is trying to use his station as a front for the Paul campaign.

- The fact that Levin even responded, much less pointed frantically to his "best selling books" is awesome.

- Even better is the fact that the PD couldn't wait to righteously point out a typo ("extent" when it should have been "extend"). He then pulls out a thesaurus help craft a reply, but makes mistakes of his own ("roll model" and "But when you're response...")

- Then the PD is SO VERY proud of himself that he hands the email chain to Levin's competitor and that person posts the entire thing on a public forum. Wow.

It would be funny if it wasn't so sad.
 
I've only listened to Mark Levin ONE TIME. He has to have the WORST VOICE I ever heard. How did this jerk get a radio syndicated show to begin with. After one listen, I had to clean out my ears. Just awful.
 
Ian, if your goal is to promote "Free Talk Live," as I suspect it is, perhaps you could better use this space to explain exactly what the program is.

I stumbled upon it a few weeks ago while trying to find a streaming overnight replacement for Doug McIntyre's Red Eye Radio and, as far as I can tell, Free Talk Live is an infomercial disguised as a warm and friendly talk show, with the ultimate goal of getting listeners to join some kind of commune in New Hampshire. Am I right?
 
Yeah, that entire exchange is rather pathetic, on all ends. And sorry Ian, but posting it makes you look rather childish as well.

I would advise Brian to program to his audience, not to his personal and political preferences. But Brian obviously doesn't need any advice, his tone certainly indicates that he's the smartest guy in the room.

This entire episode is part of the reason talk radio is in the sorry state it's in. We're entertainers, not leaders of a movement.
 
And one thing that's missing in all this - how were Levin's ratings? At the end of the day, that's the most important factor.
 
Levin is on WJR in Detroit and the reception in Toledo rivals those of local outlets thanks to WJRs 'clear channel' status.

Levin had no reason to get into a diatribe. Playin the antio-Semitic card was also uncalled for.

Perhaps the Toledo station should have considered developing a local talk show to replace Mark.
 
It is a business and a radio show, isn't it? Not a political lobbying business.

The politics of the exchange does not make much sense either, I won't comment on that here, because it is supposed to be about radio. Libel and slander do not go very far in court, if it is a matter of opinion anyway.

Personalities should be divorced from the marketing of their show to affiliates in my opinion.
 
It is a business and a radio show, isn't it? Not a political lobbying business.

In the case of "Free Talk Live" there seems to be another agenda ... take a look at their website. These folks are not the normal business of talk radio.
 
I go back and forth between it was poor form to post and discuss it and yet it is an interesting look at the curtain pulled back on the facade of radio.
 
Levin's voice has been described by some as "Groucho Marx on helium" but he has his followers
("y'hello, thank me very much!"). I heard his fill-ins for Hannity and even read his book about
the loss of his beloved dog (borrowed book from library).

He has been dropped in Keene NH at WKBK in favor of the Wall St. Journal's Nightly Wrap show.

Scott Fybush's North East Radio Watch (avail. by subscription) mentions the above controversy along with the fact that WKBK dropped Levin. I guess WKBK (1290/104.1) runs Ian's show Saturday nights,
acc. to the FTLive website.
 
about as off topic as can be but....

Speaking of Communes, I was thinking that we would have been hearing more about them by now, given the sad state of the economy.

They don't have to be just for religious purposes, they could be for economic as well. No need to "Go all Koresh" with them.

I'm thinking the next big franchise just might be "Commune Establishment and Management ".
 
radiowizard101 said:
I've only listened to Mark Levin ONE TIME. He has to have the WORST VOICE I ever heard. How did this jerk get a radio syndicated show to begin with. After one listen, I had to clean out my ears. Just awful.

I don't know how he got syndicated, but I know how he got his stations - ABC>Citadel>Cumulus crammed him down on Hannity affiliates.
 
wadio said:
Ian, if your goal is to promote "Free Talk Live," as I suspect it is, perhaps you could better use this space to explain exactly what the program is.

I stumbled upon it a few weeks ago while trying to find a streaming overnight replacement for Doug McIntyre's Red Eye Radio and, as far as I can tell, Free Talk Live is an infomercial disguised as a warm and friendly talk show, with the ultimate goal of getting listeners to join some kind of commune in New Hampshire. Am I right?

Well hello there. The goal was to show how Levin treated an affiliate who dropped his show and make some points about how to better do affiliate relations.

Every post I make has the link to my Program Director page in the signature.

FTL is an open phones panel discussion with a pro-liberty viewpoint. The ultimate goal is to entertain our stations' listeners for three hours per night.

I think you're referring to the Free State Project, which is about as far from a commune as you can get. They are a longtime sponsor of the show.
 
wadio said:
It is a business and a radio show, isn't it? Not a political lobbying business.

In the case of "Free Talk Live" there seems to be another agenda ... take a look at their website. These folks are not the normal business of talk radio.

Really? Lets see, we have listeners, affiliates, advertisers. What part of that isn't the "normal business"?
 
Re: about as off topic as can be but....

brian65 said:
Speaking of Communes, I was thinking that we would have been hearing more about them by now, given the sad state of the economy.

They don't have to be just for religious purposes, they could be for economic as well. No need to "Go all Koresh" with them.

I'm thinking the next big franchise just might be "Commune Establishment and Management ".
That would only happen when there are enough people in a small enough area who unite around one common ideal. Given the fractiousness and individualism of most Americans' mindsets (and the apathy, don't-want-to-be-bothered aspects, too) it might be a while. :)

Commune Establishment and Management will be handled by an ACORN derivative....
 
Re: about as off topic as can be but....

quadraphonic said:
That would only happen when there are enough people in a small enough area who unite around one common ideal.

That just so happens to be the point of the Free State Project - to gather liberty minded people to the same place and have them get active. http://freestateproject.org Over 11,000 are pledged to move. There are now 1,000 people in NH for the FSP. It's a brilliant plan that is already working.

But, that's not really the topic of this thread. ;)
 
Hope it fares better than the Bo Gritz project a decade or two ago.
 
FTL_Ian said:
wadio said:
It is a business and a radio show, isn't it? Not a political lobbying business.

In the case of "Free Talk Live" there seems to be another agenda ... take a look at their website. These folks are not the normal business of talk radio.

Really? Lets see, we have listeners, affiliates, advertisers. What part of that isn't the "normal business"?

Are you saying Free Talk Live and the Free State Project aren't one in the same? Sorry, I don't buy it, any more than I think Dave Ramsey is in radio just to entertain the folks.

Are FTL and FSP separate entities?

Yes? Good. That means you can market the radio show without the baggage of being attached to an activist organization. Oh, excuse me ... Free State Project isn't an activist organization. The home page of its website has a link to the activist activities its members participate in, but nevermind.

Are the key people in both entities the same?

Your turn.

I listened to the stream of Free Talk Live and found the combination of repeated Free State Project pitches during the breaks and the thinly veiled persuasion to join the commune community that's integrated into content of the show to be very disturbing. Maybe it's less obvious on affiliate stations where there are other advertisers and fewer FSP spots.
 
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