Archive for the 'Customer Service (CRM)' Category

Nov 08 2011

BIZ ALPHABET SERIES…”Q”

Published by under "Here & Now" Focus,Anger/Conflict,Attitude,Best Practices,BRANDING,Business Growth,Business Life,Change,Choosing Behavior,Communication,Contacts/Networking,Customer Service (CRM),Empathy,Entrepreneurship,Experience,Family Business,Leadership,Life Plans,Lifestyle,Management,Motivation,Observations,Overcoming Objections,People Management,Personal Growth,Politics/Gov't,Productivity,Professional Practices,Reality,Relationships,Reputation,Sales Process,Self-Confidence,Self-Esteem,Small Business,Strategic Planning,Stress Management,Tactics

Welcome to the world’s first SMALL BIZ Alphabet Series of blog posts!

 “Q”…QUICK

 

Quicksand? No. Quick draw? No. Quick start? Almost. This is about how I’ve seen successful business owners and managers apply four of my father’s favorite words for motivating me and my brother:

“QUICK LIKE A BUNNY”

                                                                       

No matter what you may be thinking about bunnies, you have to admit they are quick as they go about their business. No nonsense about “all things come to he who waits” — or about the one time a tortoise beat one of ’em in some race. “Slow and steady” was it? Hmmm, surely that was before txt msgs!

Every one of us deals with someone who’s slow on the road, in line, at the counter, on the phone, responding to an email, walking on the sidewalk or in or out of an elevator or building. Most of us act more courteously than we feel because we –most of us, I believe– tend to give the other (slow) person the benefit of doubt, right?

Well, we might mutter . . . maybe he’s lost; maybe she has a vision problem; maybe they just got married; maybe it’s his first job; maybe she’s got a big problem to deal with at home; maybe he’s writing a book. Hey, most of us can be patient when we run into delays. Not all of us and not all delays, but speaking generally.

Leading the parade of exceptions of course  is the kid in the 4-wheeled boombox, baseball hat on backwards, who’s doing 50mph in a 50mph zone but is somewhere between ten and eleven inches from your trunk, who we consider tapping the brakes at or launching some windshield washer fluid, y’think?

But, no, not a good idea. Next thing is we’d get abused for practicing road rage (or shot at in some cities, which I’ll leave to your imagination to list). “What’s your hurry?” I’ve heard. “All of life is just one big interruption anyway!” I’ve heard. But then, uh oh, there’s that little ghost voice of my father’s in the back of my head nudging me forward:

 “QUICK LIKE A BUNNY!”

                                                              

And guess what?He was right (well, mostly). Whenever something needed doing, whatever the task, personal or business, it was get-out-of-the-way time. Maybe he invented the “Life in the fastlane” term? So where is all this leading? To developing and practicing an action attitude . . . unless you’re 92 and playing checkers on a barrel.

Today’s business world is all about pleasing –delighting– the customer because customers are the only entities that make your business truly recession-proof (especially now as we enter The Great Obama Depression). Being highly responsive to customers (both internal and external) means acting now and analyzing later.

Instead of “I’ll look into that for you and call you back tomorrow,” look into it now and ask if the other person can wait while you get an immediate answer. Too many excuses and delays send customers and prospects up the walls — followed by rapidly considering other options, including your competitors. 

Customer loyalty motto for 2011 and (at least) 2012 is “What have you done for me lately?” If your answer to this starts with , “Why, just last week . . .” you’re talking about ancient history. It is never too quick to take a step on behalf of those who support your business, from employees and suppliers, to customers and prospects.

If you go too quick and make a mistake, there’s time to recover and correct it. If you go too slow, by the time you straighten out a screw-up, the customer will be headed off into the sunset. Go for it. Today. Now. Right now. It’s your choice to help others choose you and your business. LEADERSHIP = RESPONSIVENESS

                                                     
 

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Hal@Businessworks.US  302.933.0116

Open  Minds  Open  Doors

Many thanks for your visit and God Bless You.

Make today a GREAT day for someone!

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Nov 07 2011

BIZ ALPHABET SERIES…”P”

Published by under "Here & Now" Focus,Advertising,Attitude,Best Practices,BRANDING,Business Growth,Business Life,Change,Communication,Community Support,Contacts/Networking,Creative Thinking,Customer Service (CRM),Entrepreneurship,Experience,Family Business,Feedback,INTERNET Marketing,Lifestyle,Listening,Management,Marketing,Media,Observations,People Management,Personal Growth,Problems=Opportunities,Professional Practices,Public Relations,Reality,Relationships,Reputation,Sales,Sales Process,Self-Confidence,Self-Esteem,Small Business,Social Media,Special People/Special Occasions,Strategic Planning,Tactics,Trust

Welcome to the world’s first SMALL BIZ Alphabet Series of blog posts!

 “P”…PUBLIC

 

First off, as an entrepreneur, small business or professional practice owner, operator, or manager, you have a public persona, or image —a brand, if you will– that communicates your reputation to others in your Private-Public and in your Public-Public. You do, indeed, have both! Ignore either at your peril.

Your Public-Public (or EXternal customers) is what most often comes to mind when we talk about sales and markets. But every business also has INternal customers (family, friends, partners, investors, referrers, lenders, employees, agents, consultants, and suppliers). These are your reliable supporters, your Private-Public.

Many successful businesses build their Public-Public customer / client / patient base as an offshoot of their Private-Public resources because –sorry, marketing, advertising, PR, SEO, and social media experts— NOTHING sells like personal recommendations.

Often overlooked in this mix of supportive and prospective recommenders are FORMER family, friends, partners, investors, referrers, employees, lenders, agents, consultants, and suppliers who you are still on good terms with. Some older mid-sized companies actually foster employee alumni associations and reunions.

Not only can your Private-Public become a loyal customer base and serve to refer Public-Public purchases, they can also often suggest new business approaches, technology, and revenue streams… IF they are properly motivated and encouraged AND (and here’s the biggy) IF they are carefully solicited and attentively listened to.

Lest there be any doubts , I am not suggesting abandonment of marketing functions (sales, PR, promotion, packaging, pricing, SEO and SM applications, etc.). I am simply pointing out that day-to-day, many of us have a tendancy to overlook the obvious, spend more than we need to,  and  not tap into our best resources.

Traditional Public Relations is rapidly becoming an ineffective tool for building brands and brand awareness. With increased use of Internet sites, webinars, digital marketing and social media, the odds for stimulating Public-Public purchasing and Private-Public referrals, only the flexible, cyberspace-savvy PR firms are surviving.

A similar assessment surfaces for traditionally-invested advertising, sales, and marketing firms. This doesn’t mean “always and everywhere.” It does mean that small businesses can no longer rely on successful past media, creative, financial and market development  strategies to survive today’s onslaught of instant communications.

~ ~ ~ ~ ~ ~ ~

Remember too that YOU, personally, are always on stage. Someone is always watching and listening. You are always being sized up by someone, even when you least suspect it. The bottom line is that in addition to your business having public concerns, awareness’s, and opportunities, so do you!

~ ~ ~ ~ ~ ~ ~

Making the most of what you have means being, as Thoreau once urged, forever on the alert! 

                                 

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Hal@Businessworks.US

Open  Minds  Open  Doors

Many thanks for your visit and God Bless You.

 Make today a GREAT day for someone!

No responses yet

Oct 24 2011

BIZ ALPHABET SERIES…”I”

Published by under "Here & Now" Focus,Anger/Conflict,Attitude,Best Practices,BRANDING,Business Growth,Business Life,Change,Choosing Behavior,Communication,Contacts/Networking,Customer Service (CRM),Decision Making,Entrepreneurship,Experience,Family Business,Happiness,Leadership,Lifestyle,Management,Motivation,Observations,People Management,Personal Growth,Problems=Opportunities,Productivity,Professional Practices,Reality,Relationships,Reputation,Retailing,Sales,Sales Process,Self-Confidence,Self-Esteem,Small Business,Trust

 “I”…INTEGRITY 

 

“Integrity is

doing the right thing

even when no one is watching.”

–  C.S. Lewis

A person of integrity. Everyone wants the label, but few ever earn it. What’s the roadblock? Human nature. It’s in our bones that when push comes to shove in times of trouble, and having integrity implies being generous — we tend instead to recoil and become selfish.

Integrity means keeping your promises. It means standing up for what you believe in no matter the cost. It suggests honorable behavior in the face of temptation to be dishonorable. What kinds of behavior constitute “dishonorable”? Surely, you can think of examples. Here are a few:

  • A business owner who consistently sells used or outdated products or services as new
  • An investor seeking 70% ownership in a business startup venture for cash infusion that represents just a dollar-value fraction of the entrepreneur’s confirmed and already contributed sweat equity.
  • A professional practice partner recruited under the guise of promised freedom to function in her area of specialization who is back-seated into generalist tasks through a contractual loophole.
  • A business partner who accepts responsibility for operations, but then instead spends fulltime efforts in sales which he knows nothing about.
  • The boss who repeatedly gets in the face of irate customers, rather than simply satisfying customer requests –even unreasonable ones.
  • The verbally-agreed-to partnership that’s thrown to the wind when one of the founders is introduced (by the discounted partner) to a money source . . . and the money source himself, who clearly places no value on the relationship or the investment opportunity.
  • Successful business owner refusal to provide growth opportunities for entry-level employees because increasing their responsibilities will force increased compensation packages.

The Dash To Integrity

                                      

Being selfish, as in greedy and being unnecessarily protective, is not the same as being self-ish as in “oriented toward one’s self,” which is a positive direction for personal growth.

Being tuned in to what makes you tick is the most effective tool available on the planet for having a better sense of how to deal most productively and most happily with others.

In fact, being self-ish is a direct road to integrity.

 Odd, isn’t it that a dash between “self” and “ish”

can make such a dramatic difference?

                                

Truth is that when we can be more focused on HOW we choose certain behaviors, we can then be more focused on improving ourselves by improving our own behaviors, which better equips us as leaders to more positively impact other’s behaviors.

It may be worth the reminder, by the way, that all of these actions build character and integrity.

All these actions are also choices. So the place to start or re-start yourself on the path to higher integrity –for yourself and your business– is to recognize that you can take initiative at the drop of a hat, or iPad. Simply make more choices in favor of integrity, and know that you are free to make those choices beginning this second! 

 

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Hal@Businessworks.US    302.933.0116

Open  Minds  Open  Doors

Many thanks for your visit and God Bless You.

Make today a GREAT day for someone!

No responses yet

Oct 23 2011

BIZ ALPHABET SERIES…”H”

Published by under "Here & Now" Focus,Anger/Conflict,Attitude,Best Practices,BRANDING,Business Growth,Business Life,Change,Choosing Behavior,Communication,Customer Service (CRM),Decision Making,Entrepreneurship,Experience,Family Business,Happiness,Humor/Satire,Leadership,Lifestyle,Management,Observations,Overcoming Objections,People Management,Personal Growth,Problems=Opportunities,Professional Practices,Reality,Relationships,Reputation,Self-Confidence,Small Business,Stress Management,Tactics

Welcome to the world’s first SMALL BIZ Alphabet Series of blog posts!

 “H”…HUMOR

 

 

What’s “funny” to you may not be to others… imagine that!  So we who run our own small businesses (or small pieces of big businesses) might do well to be reminded that “Hey, didja hear the one about the the guy with the parrot . . .?”  may not be the best kind of opening with a disgruntled employee, angry supplier, or irate customer.

In fact, the parrot joke (or any joke!) is probably not a great thing to share with anyone who’s come to you with wrinkled brow, mouth turned down, hands balled into fists, or who’s (defensive) folded arms are noticeable only second to being glared at over the tops of their glasses. Others do not always understand or accept what you mean.  

So, to make the best of things, smiling and laughing your way through it all is not always in your best business or personal interests, or those of the other individual or group you’re dealing with. The solution? Observe carefully and think twice, before opening your “funny story” mouth once.

Pretend for a moment that you are standing in line at a customer service center counter. You are holding a product you had saved up for and cheerfully purchased in time to enhance the upcoming weekend visit (your first) with your fiance’s parents. You know they would be impressed.

Yet when you went to put the thing together, parts were missing, directions were not in English, and the major component was cracked.

Here you stand, patiently quiet but shifting your feet as you try to decide if you should put the thing down on the floor or keep holding it. Each of the three people ahead of you takes 15 minutes to tell their 10-second story. As you stoop to pick up the damaged goods, which you thankfully decided to plant between your feet, guess what?  [Are you breathing?]

The customer service rep, who never noticed you anyway, apparently decided it was as good a time as any to leave, putting a “Gone To Lunch” sign on the counter and, in one quick whirl, disappear out the swinging door. You and the four others behind you stand there dumbfounded. The five of you start jabbering.

The manager notices the commotion, and strides up to the annoyed gathering with a smile and big greeting, followed by:

“You guys [3 of the 4 are women] remind me of the time when my uncle Louie went to the local pistol range [2 of the 4 had large peace-symbol jewelry showing] and the instructor asked Louie if he’d be using his gun , ha-ha-ha-ha, to shoot him for having to take his lunch hour at that very moment, ha-ha-ha-ha. You’ll have to return later.”  

[Ha-Ha-Ha-HA-HA-HA!]

You can imagine –as radio’s beloved Paul Harvey used to say– the rest of the story. This contrived incident may seem amusing from a distance, but trying to be funny at the wrong time in the wrong place with the wrong people will almost definitely succeed at making a bad situation worse.

Humor, real humor that turns on smiles and laughs comes from the heart and the guts, not an aspirin bottle. It is not a quick fix. It is an honest flowing response delivered in good judgement to those who have provided some clue that indicates they will appreciate your offering. Good humor is a gift. Real gifts are never forced.

                                        

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Hal@Businessworks.US    302.933.0116

Open  Minds  Open  Doors

Many thanks for your visit and God Bless You.

Make today a GREAT day for someone!

No responses yet

Oct 20 2011

BIZ ALPHABET SERIES…”G”

Published by under "Here & Now" Focus,Attitude,Best Practices,BRANDING,Business Growth,Business Life,Choosing Behavior,Communication,Contacts/Networking,Customer Service (CRM),Decision Making,Entrepreneurship,Experience,Family Business,Happiness,Leadership,Lifestyle,Management,Motivation,Observations,People Management,Personal Growth,Productivity,Professional Practices,Reality,Relationships,Reputation,Sales,Self-Confidence,Self-Esteem,Small Business,Teamwork,Trust

Welcome to the world’s first SMALL BIZ Alphabet Series of blog posts!

 “G”…GRATITUDE

 

                             

How much is enough? How much is too much? I cannot recall a time or circumstance –ever– in my life when a sincere “Thank You” provoked trouble or, more importantly, failed to prompt a smile or increased cooperation or an enhanced reputation, or more courtesy in return. Can you? Think hard. Be honest. Thank you.

So, small business owners learn early on, by instinct, that every customer needs to be thanked with every purchase. But how often do we remember to offer thanks to our employees, partners, investors, referrers, suppliers, lenders, visiting sales reps, the cleaning and delivery people, outside consultants, the communities your business serve? 

Really. How often?Considering that sincere “Thank You’s” motivate people, if your answer to “How Often?” is a period of time any longer than a matter of hours, it’s not enough. 

Okay, so you always say “Thank You!” That’s great! CONGRATULATIONS! You are ahead of the pack. Now you need to ask yourself how sincere you are (REALLY!) when you offer your gratitude. Do you, in other words, look someone in the eye when you thank her or him? Do you shake hands or pat backs?

Or . . . do you just keep right on working, and keep your head down, like having to look up and smile and take 3 seconds out of your life is an inconvenient interruption? Do you keep talking on the phone or keep texting or emailing while tossing a half-hearted “Thanks” over your shoulder.

How do you feel

when others treat YOU

so nonchalantly?

                                                 

In the end, “G” for GRATITUDE comes back full circle to “A” for AUTHENTICITY because token expressions of appreciation mean that the actions or words that earned a “Thank You” were considered routine, not special, and worthy of just a tiny, off-the-cuff mention. (No, don’t go rush off the deep end with smothering hugs and kisses!)

There is much to be said for following “The Golden Rule” in business . . . of “doing unto others what you would want others to do unto you,” and there may be no better place to apply it than with each of those with whom you come into daily contact.

The more you offer sincere gratefulness — thanking others and meaning it — the greater the odds you will see positive responses be triggered. Why? Because of what you already know: what goes around comes around!

If you don’t already, try thanking the restaurant waitress AND  the water server AND the table clearer with as sincere a smile and expression of thanks as you would give an angel investor who walks in and plunks down a no-strings-attached $250,000 check as an investment in your business. Go ahead. Try it. What’s to lose?

People notice and people talk. And, not to motivate, but simply to be conscious of: You might be amazed at being remembered by the water server, who could turn out to be related to a partner or lender or top client. “Hey!” (they used to say in NY Lottery advertising) “Y’never know!”

Say it.

Mean it.

Say it again.

It can never be too much.

Thank you.    

                                                               
 

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Hal@Businessworks.US   302.933.0116

Open  Minds  Open  Doors

Many thanks for your visit and God Bless You.

Make today a GREAT day for someone!

No responses yet

Oct 18 2011

BIZ ALPHABET SERIES…”E”

Published by under "Here & Now" Focus,Attitude,Best Practices,BRANDING,Business Growth,Business Life,Change,Choosing Behavior,Communication,Contacts/Networking,Customer Service (CRM),Decision Making,Entrepreneurship,Experience,Family Business,Feedback,Innovation,Leadership,Life Plans,Lifestyle,Management,Motivation,Observations,Personal Growth,Productivity,Professional Practices,Reality,Retailing,Sales,Self-Confidence,Self-Esteem,Small Business,Strategic Planning,Teamwork

Welcome to the world’s first SMALL BIZ Alphabet Series of blog posts!

 “E”…ENERGY

                           

When you check out this blog’s timeless small business input archives with search window keywords, you’ll find a wealth of useful information and creative ideas for boosting sales, the economy, entrepreneurship, employee motivation and productivity, stress and time management, communication skills,  marketing and branding results and customer service, but not a whole lot of attention on the critical business success ingredient of ENERGY, so here goes:

~~~~~~~

                                                           

ENERGY is mental and emotional

as well as physical.

It is easily spent and

 sometimes hard to muster.

                                                             

Many of the dynamics and characteristics of energy apply equally to non-human energy sources and resources, but — here, we’re talking about your life in small business. So if you came here expecting some kind of eco-freak dissertation on Mr. Gore’s award-winning global warming hoax, you can delete and surf on!

Small business and professional practices demand never-ending energy management and infusion. So most small business owners and managers and professional practice principals are forever searching for new sources. “Where do you get it?” I’m often asked.

Well, it makes sense to “be,” as Thoreau once urged, “forever on the alert.” Small business energy. It’s not like it comes from cultivating some underground mine, or panning a streambed for nuggets, or plugging yourself into an outlet (yet!), and none of us want to play around with keys and kites in lightning storms. So, where do you get it?

Small business energy is extracted daily from passion for making your small business idea succeed. You don’t suck it out with a turkey baster or hypodermic needle. You simply direct your mind to reach inside of you and pull it up to the surface, or the front burner as some would say. Or let it just sit there and create mold.

Of course it can be stimulated by “outside” people, events, and circumstances, but it is born and raised inside your self (separated into two words on purpose). The secret is to recognize it, accept it, and nurture it. Hey, that’s great, you may say, but what’s the how-to part? What are the steps to make it work?

Sorry to have to be the messenger, but the only magic formula I’ve ever seen in many years of entrepreneuring work and writing and startups and coaching always comes back to the same reality ingredients: 

  • Exercise regularly  

  • Eat nutritiously

  • Sleep enough

  • Moderation in both eating and drinking

  • No smoking or drugs

  • Listen hard and talk little (take notes)

  • Love your family

  • Respect everyone you come in contact with every day

  • Pray

Small business energy, an life energy of course as well –in fact ANY kind of energy– doesn’t happen or get channeled just because we wish for it. It’s all about nurturing your resources, constantly adjusting your attitude, and recognizing that every day and every night is a new opportunity to do the best that you can do.

Start with the next 86,400 seconds!

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Hal@Businessworks.US  302.933.0116

Open  Minds  Open  Doors

Many thanks for your visit and God Bless You.

 Make today a GREAT day for someone!

One response so far

Oct 16 2011

BIZ ALPHABET SERIES…”C”

Published by under "Here & Now" Focus,Advertising,Attitude,Best Practices,BRANDING,Business Growth,Business Life,Communication,Creative Thinking,Customer Service (CRM),Decision Making,Entrepreneurship,Experience,Family Business,Feedback,Innovation,Leadership,Lifestyle,Listening,Management,Marketing,Motivation,Objectives,Observations,Personal Growth,Problems=Opportunities,Professional Practices,Public Relations,Reality,Relationships,Retailing,Sales,Sales Process,Special People/Special Occasions,Strategic Planning,Tactics

Welcome to the world’s first

BIZ ALPHABET SERIES of blog posts

 

“C”…

                                

CUSTOMERS/CONSUMERS

 

                      

CUSTOMERS and CONSUMERS. These are sometimes, but not always, one in the same.

You buy a can of beans; you cook and eat the beans; you are both the customer and the consumer. But, If I am 6-years-old and badger you to buy me Chocolate Tsunami Cookies because “They Make Waves When Dunked in Milk,” and you buy them and I eat them — then you are the customer and I am the consumer.

In that situation, we are very different people indeed, but the bottom line to the Chocolate Tsunami Cookie Company marketing people is that I, the consumer, have influenced your customer purchase.

The monster corporations out there have monster R&D departments bursting at the seams with monster (3, 6, 9, and 12-month long)  research projects, and are busily preparing monster evaluations, assessments, analyses, executive summaries, and follow-up surveys and studies to support the research findings.

Many of these undertakings are aimed at identifying (in the case of the Chocolate Tsunami brand) which 6-year-olds in which towns are watching which TV shows, and who are most likely to influence their parents (or the most lenient or susceptable parent) to purchase the cookie brand on the next shopping trip.

Oh, and do they have the parent’s email address?

                                                        

Small business owners know better

than to waste such time and expense.

                                                                   

They make the cookies, sell the cookies, gather feedback from some kids and parents, adjust the manufacturing (or pricing, packaging, promotion) and sell them again. All the while the monsters have no product. They are still doing statistical analysis of adolescent sugar intake.

But too often small business owners direct their marketing messages to the buying customers when actual purchase decisions are being made by the ultimate consumers and/or other influencers. [Women, for example, purchase more wine, but men are almost always the ones who specify what type and brand to buy.]

Small business owners often overlook that different messages need to be directed to different market targets. Parents buying cookies that they are pleaded with to get by their children may require a bit more rationality attached to the emotional appeal that’s focused on persuading the children.

“Making Waves When Dunked in Milk” may be a cute line for something named Chocolate Tsunami Cookies. It could probably attract attention and create interest for any age.

While a child may, however, simply buy into the slogan– Mom or Dad need to know that the chocolate and flour used are organic, or that every purchase comes with free quart of milk or roll of paper towels . . . or that they will be the talk of the neighborhood because their kids are the only ones who can’t “make waves.” 

The bottom line is that by focusing marketing efforts on customers alone risks losing potential business that’s generated by ultimate consumers.

Using the same message in the same ways doesn’t do it. 

KEEP your branding theme and slogan, but address different interests with different language in different media whenever your customers and consumers are different in age or attitude or responsibility or capability.

                                                      

A handicapped senior may have primary concerns about the safety and ease of use for a stair-lift, while the family making the arrangements may be more focused on price, insurance coverage, and service warranty. The best way to cover all your bases is to ask customers and consumers questions, and keep asking. And Listening!

                                             

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Hal@Businessworks.US     302.933.0116

Open  Minds  Open  Doors

Many thanks for your visit and God Bless You.

 Make today a GREAT day for someone

No responses yet

Oct 13 2011

BIZ ALPHABET SERIES…”B”

Published by under "Here & Now" Focus,Advertising,Attitude,Best Practices,BRANDING,Business Growth,Business Life,Change,Choosing Behavior,Communication,Contacts/Networking,Customer Service (CRM),Entrepreneurship,Experience,Family Business,Leadership,Lifestyle,Listening,Management,Marketing,Motivation,Observations,People Management,Personal Growth,Productivity,Professional Practices,Public Relations,Reality,Relationships,Reputation,Self-Confidence,Small Business,Strategic Planning,Tactics,Trust

Welcome to the world’s first

BIZ ALPHABET SERIES of blog posts

 

“B”…BRANDING

 

 Besides that you’ll find tips galore by clicking here or on the “BRANDING” tab at the top of this blog’s homepage, here are some seldom discussed points you may want to review that can put a new light on the subject. Here you go:

~~~~~~~

 

BRANDING is rarely thought of by many business owners and, it seems, by most of the general public, as being what it really is. Branding is a composite of all things related to a business product, service, or idea (or a cause or individual), and those who represent these saleables. All things? All things.

If you’re a business owner, manager, operator, partner, investor, or entrepreneur, YOU are the brand as much as any product, service, idea or platform you offer.

Simply stated, your actions, inactions, initiatives, attitude, behavior, beliefs, decisions, appearances –the WAYS you treat others every day– are as integrally woven into the fabric of your brand as your logo, theme, slogan, color scheme, marketing message, and “packaging.”

Like it or not — as head honcho, you have created or are carrying forward a specific parental posture that is constantly being evaluated and looked to for setting examples, offering advice, citing experience, expressing empathy, and fostering every conceivable aspect of effective leadership.

The problem is that you probably never counted on having to be both mother and father to assistants, associates, work teams, employees, consultants, partners . . . and carry your personal life family role along with you in your travels.

So how can you bring your maternal or paternal (or both) leadership role up to snuff when you really don’t care about nurturing other people’s idiosyncrasies? Well, here;s the bad news: The responsibility comes with the territory.

You cannot run any business bigger than a one-man-band with any measure of sustained success without exercising both passion (for what you represent) and compassion (for those you’re in contact with each day).

Does this mean you need to be a shrink, therapist, counselor? No, but you do need to be the parent because the business is your baby!

No one else (other than perhaps a spouse who shares the same values as you) can ever do the same justice to your enterprise that you can. No one else can sell your business message as effectively as you. No one else (other than –again– a spouse, and of course any investors) really cares about your bottom line.

It’s your job to be the leader and show people the way to feel empowered and rewarded for doing quality work on your behalf. You must bridge the gap. You must lead by example. People will rally to your mission and vision when you pull instead of push, when you show sincerity and honesty in all your dealings.

 Others are always watching what you do,

and listening to what you say,

measuring your integrity.

                                                 

“All the world’s a stage,” said Shakespeare. Your spotlights are on and your curtain is up. Make the most of your business debut and all of your curtain-calls, along with every opportunity to polish your act. Have a great run!

                                        

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Hal@Businessworks.US    302.933.0116

Open  Minds  Open  Doors

Many thanks for your visit and God Bless You.

 Make today a GREAT day for someone!

No responses yet

Oct 12 2011

BIZ ALPHABET SERIES…”A”

Published by under "Here & Now" Focus,Age & Aging,Attitude,Best Practices,BRANDING,Business Growth,Business Life,Change,Choosing Behavior,Communication,Contacts/Networking,Customer Service (CRM),Decision Making,Empathy,Entrepreneurship,Experience,Family,Family Business,Feedback,Gestalt Therapy,Happiness,Leadership,Life Plans,Lifestyle,Management,Motivation,Observations,People Management,Personal Growth,Productivity,Professional Practices,Reality,Relationships,Reputation,Sales Process,Self-Confidence,Self-Esteem,Small Business,Strategic Planning,Tactics,Teamwork,Trust

Welcome to the world’s first

BIZ ALPHABET SERIES of blog posts

                                  

“A”… AUTHENTICITY

 

 

Not to worry. The other “A” subjects have been adequately addressed already. You can put Attitude and Action and Advertising and Addiction into the Search window and find ample applicati0ns. I have dealt with “Authenticity,” but not with such appropriate substance! So, here you go:

AUTHENTICITY is not just acting authentically –genuinely, realistically– but actually BEING authentic. Not just occasionally or periodically, or just with certain people. Being authentic means all the time, with every encounter, every day, from opening your eyes on the pillow, to closing your eyes on your pillow.

BAH! That’s not possible, you might think. Who, after all, can be genuine every waking minute of every day? We’re humans, you might argue. We’re inherently manipulative, devious, off-putting. It’s not like turning a water faucet on and off.

 What’s your AQ?

(Authenticity Quotient . . . is there such a thing?

Who knows? But pretend there is.

Make it what you want to be and keep reading!)

                                            

Hey, points well taken. But there ARE opportunities for each of us to do better than what we do. Part of that is attached to visualizing the payoff, and recognizing that increasing our Authenticity Quotient from –for instance– 30% to, say, 50%, has most of all to do with recognizing and accepting that authentic behavior is a choice!

[And, like smiling when you don’t feel like it has been proven to actually make you feel better,behaving in more authentic ways can actually help you BE more authentic.]                                 

Whats the ROI? How about a more fulfilling life, a more productive and rewarding business, strengthened relationships, and a head-over-shoulders reputation for being upstanding? You need a bigger carrot on the stick, a bigger pot of gold at the end of the rainbow?

Does feeling better about yourself count?

Does  making a difference with your life count?

                                                                     

Ah, getting closer to your inner spirit and the heart of the matter?

Authenticity is seldom a birthright quality. It’s something we learn over years of observation, application of our gut instincts, and our interactions with others. So, start boosting your Authenticity Quotient by paying closer attention to saying what you mean and meaning what you say.

Ask those around you who you trust to tell you what animal or creature they associate most with you. And, VERY important to preserving your trust relationship, do not argue or rebuttal their responses. Take it in. Take it on the chin. Smile and thank each person you ask. Then start to process what you learn.

Do you get responses like Saint Bernard (perhaps because you’re always rescuing others?) or Shepard (because you’re always herding people together or team-building?), or how authentic do you think a snake or fox (or worm?) might suggest? Cats of every type and size are generally considered sneaky (and some, vicious).

Elephant could imply steadiness or dependability (or that you’re a Republican frontrunner). A donkey or mule could mean your stubbornness prevails. A new, eager-to-please puppy will be seen as more authentic than a snapping turtle, an alligator, a shark. You can imagine the rest.

Does this prove or disprove authenticity? Of course not, but it will give those who may be unsure about how them come accross to others, some clue about how they are perceived. And perceptions are facts! 

# # #

Hal@Businessworks.US

Open  Minds  Open  Doors

Many thanks for your visit and God Bless You.

Make today a GREAT day for someone!

2 responses so far

Oct 06 2011

Honoring Promotional Incentives

Published by under "Here & Now" Focus,Advertising,Attitude,Best Practices,BRANDING,Business Growth,Business Life,Communication,Corporate Management,Customer Service (CRM),Delegation,Direct Mail,Experience,Feedback,INTERNET Marketing,Lifestyle,Management,Marketing,Motivation,Objectives,Observations,Overcoming Objections,Personal Growth,Public Relations,Reality,Relationships,Reputation,Sales,Sales Process,Small Business,Strategic Planning,Tactics,Trust

 A LIVE CASE

                                   

OF LOST SALES

 

                              

A major global service provider recently sent me a direct mail piece offering a $50 gift card for a retailer I frequent if I sign up for their online demo. Hey, this is a win-win-win, I said to myself. I like the service provider company and imagine doing business with them on behalf of some of my clients. I’m interested in their updated information.

The mailing piece suggested I reply by mail OR by phone or email. I called. The rep at first acted skeptical that I was a legitimate prospect (I don’t think I sounded like a freeloader!), but I convinced him otherwise and he proceeded to put my contact info in for the gift card and schedule a demo for me.

A few days later, I sat in on the demo and Q&A,

Three weeks passed, and a follow-up call from the rep prompted me to ask if, btw, there was some problem or delay with getting the gift card. He said he “had no control of the gift card delivery once the contact data was entered, but it shouldn’t be longer than 30 days fulfillment period.”

Another month later, after an additional follow-up phone message and two follow-up emails — and no gift card!–  I politely asked once more by email reply, underscoring my legitimate interest in doing business, about the $50 card. His response was that those cards were only for people who sat in on the demo, and did I still have the mailing piece.

As luck would have it, I did have the mailing piece in a file folder (along with 12 pages of the company’s service descriptions that I downloaded to share with clients) and emailed him with the mailing piece code number and the exact date of the demo, which I had jotted on the file. I politely asked again for the gift card.

I added the comment that “given the circumstances of not delivering on a promo promise– I am not feeling very confident in your company’s services.”

His response: “I did put in the request. I apologize for it taking longer than expected. But what does a promo gift card have to do with using our services? Don’t let a gift card get in the way of what we can offer your clients. (boldfacing mine)”

 Ah, but it   

                                                            

DOES get in the way.

In fact, on the “Don’t” list —

Don’t Promise What You Can’t Deliver!

                                                                     

[Keep in mind that I never questioned legitimacy, or entertained any doubt about this company prior to this failure to honor a promotional deal — and the attitude that accompanied it.] 

                                                                       

The experience made me wonder how many others were deceived. I wonder if the company provides all the services it claims to provide. I wonder if the company thinks so little about $50, what its attitude would be about an invoice discrepancy with one of my clients (or whether they would pad their bill).

The experience made me wonder how true their performance is and whether any of their performance documentation is fudged (there would be very little way to know without hiring a detective). The services they deliver are not always tangible or identifiable. Neither do they always produce accountable results.

Does it strike you as odd that a business (with sales far beyond a hundred million dollars) whose performance is entrenched in trustworthiness, and in the interest of protecting their brand integrity, would balk at making good as promised on a $50 gift card promotional incentive? 

Do you see shreds of bad customer service here?

Or is it just me? 

                                                            

# # #

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Hal@Businessworks.US    302.933.0116

Open  Minds  Open  Doors

Many thanks for your visit and God Bless You.

 Make today a GREAT day for someone!

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