What is the Shrewd, Simple Zen of Customer Support?

Does anyone actually WANT to deal with customer support?

I mean, really……

When you hear the words “customer support,” what’s the first picture that springs to mind?
  • The dreaded support phone call. Sure, a lot of support is offered over the web, via email and social media, live chat and sometimes even on-site (although that’s usually an expensive option and a last resort…).
  • Something has gone quite wrong, you are no longer able to do what you want or need to do with some piece of equipment or service, and you are utterly STUCK (and losing time on that deadline) until it gets fixed or replaced.
  • As the owner, you feel totally responsible for what happens with your product and service, but you dread the call from the customer who is having problems. You feel like it reflects on not only the quality of your business, but on your personal efforts. Besides, it pops up, totally unwelcome, in the middle of your day when you have a LOT of other things already planned out….disruption-city!
  • Oh, and you (as owner) are scared to death that this problem will end up online, and in other word-of-mouth scenarios, and give your business a black eye….
Yikes….

So how do you work through this? Rise above this and, as a friend of mine says, “Zen it!”

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Why is Your Audience So Scary?

English: Audience in the main hall of the Mobi...

English: Audience in the main hall of the MobileHCI 2008 conference. (Photo credit: Wikipedia)

How uncomfortable are you with your audience?

I have spent a large portion of my life in front of audiences as a musician, as an educator, as a speaker, and, going way back, as an actor (think “the class play in junior high school“…), so I have worked with and observed audiences in a lot of different ways and scenarios. If you read my blog regularly you might think that my concept of an audience versus some other social construct is a little lower than, say, a community.

Not really…

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Are You Really Thrilled With That Visit?

NPS Ranger greets visitors at the visitor cent...

NPS Ranger greets visitors at the visitor center front desk. (Photo credit: Wikipedia)

What do you think about when you hear the word “visitors?”

Context can provide you with different pictures…
If you are sitting in a meeting at work and your boss introduces a couple of people at the front with her as “visitors from headquarters,” your thoughts may turn to why someone from corporate came to visit your office in the hinterlands. They might be new managers acquainting themselves with the company, consultants that will be working with you, or the dreaded HR reps….

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5 Superior Social Media Posts to Drive Your Business!

You want “The Short List.”

This list gives you the best information for your business, and let’s you understand what will make your digital and social media marketing work so you can get back to work. I have collected these 5 articles from around the web as the best of the best for October. Read them all, then figure out how you can execute on them, based on your goals and resources.

Ultimate Blog Post list

Ultimate Blog Post list

You’ve got a blog or intend to start one, but are REALLY intimidated by the idea of having to come up with posts every week (or however frequently you have decided to publish…). I scan this list regularly to jog my creative juices and come up with new ideas. This article is by Russ Henneberry of DigitalMarketer.com.

Social Media Expectations

Social Media Expectations

There are still a lot of entrepreneurs and small businesses that are guilty of “magical thinking” when it comes to what social media can accomplish for their businesses.
When you go searching around the web for ideas to improve your digital and social media marketing, you’re confronted with the same thing I am: a TON of information! You don’t have the time, the patience, or maybe even the depth of expertise or comfort in a lot of these areas to know who’s reliable or who’s just selling something. This article by Carol Stephen helps you stay grounded.

ROI cost-effectiveness

ROI cost-effectiveness

The acronym ROI (Return On Investment) is so easily bandied about that most of the time you think you know what it means, and you’re wrong. I learned so much by reading the works of K.D. Paine that I want you to become acquainted with her and her work. Most of the time, what you really want to know is the CEA (Cost-Effectiveness Analysis), which “compares the relative costs and outcomes (effects) of two or more courses of action.” This article will help you get the difference so you can figure it into your calculations for resources and costs.

Social Media and Competitors

Social Media and Competitors

If there really is “nothing new under the sun,” then it makes particular sense to check out what your competitors are doing (successfully and unsuccessfully…) on social media. This article by Matt Walker, CEO of Main Path Marketing, outlines some great tips and a good starting methodology to figure out how other companies’ social media strategies, altered to fit your business, can help you. Competitor research is something that a lot of small and medium businesses miss, and it can be a real gold mine.

Networks and Communities

Networks and Communities

Networks connect; communities care.” In this Harvard Business Review article, Henry Mintzberg, a professor of management studies at McGill University in Montreal, touches upon the roles of each kind of construct. In my business I work with clients to understand the opportunity and value of each kind of construct (network, audience, and community) and ensure that businesses approach them in ways that drive the greatest value. If you want to get a handle on the differences and challenges, this is a great place to start.

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Will You Compare the Truth About Audience vs. Community?

My Audience

My Audience

My Community

My Community

How you interact with your customers and prospects can show you (and them…) how you think of them. Without resorting to standard definitions, I visualize the difference this way:

AUDIENCE: I am in front of a group of people who are facing me. I’m speaking and they’re listening (or at least I HOPE they are….). I look into their faces and watch their body language, but it is difficult to get a real assessment of whether I’m connecting with them or not. Having been in audiences before I know how easy it is to “look engaged”. I also notice how many are working their smart phones, tablets and laptops….I hope they’re taking notes, but probably not. At the end of the talk, there are a few questions that I answer, but many more of the audience arise and leave. There is a little bit of chatter between a few of them as they head out the door, but I have no idea what it could be about. Unless I’ve given them some sort of meaningful survey or method of valid feedback to learn what their experience was, I really don’t know.

COMMUNITY: I am moving amongst several groups of people that are part of a larger group of people meeting here. There are discussions going on in each of them, some about the bigger group, some about the smaller groups, some about processes and business, and some about their lives outside of the groups. People move easily between the smaller groups as they become interested in them. I get to move through each of the groups, listen and take part in the discussions. There is a much stronger sense of “belonging” and being invested in what’s going on. Fewer people have their phones out, except to check their calendars in order to set up personal meetings with other members of the community outside of this larger meeting. Some members stay in one small group the whole time, but they seem very engrossed in the conversation while not taking it over. Each member of the community can build a more authentic relationship with another (according to what they are comfortable with…), resulting in trust and, when the time comes, that crucial recommendation, referral, or sale. While the relevance of the overall community experience may be still somewhat hidden from me, I can learn a lot by listening, observing and asking appropriate questions.

Community is harder…is it worth it?
How do you communicate and reach out to your customers and visitors?

What’s the difference to your business?

Do you care enough about your business to figure out how this might work for you and your customers?

Good questions.

What are your answers?

What are the Secrets to Being a Remarkable Leader?

Who’s your leader?

I have been fascinated for years by leaders and leadership. This has come about for a few different reasons.

As I have moved from the military to academic, then corporate and now entrepreneurial environments, I have experienced a huge spectrum of leaders and leadership styles (or lack thereof…), and have benefited from the journey. Whether I have worked for the best or the worst, I have learned a lot.  Reading about leaders and how they work with their teams and interact with people has been very interesting too. I always enjoy the more comprehensive view into their lives and who they actually were, the god and the bad. that comforts me as a human being, knowing that those who have been placed in these places of leadership suffered from flawed personalities and persevered.

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WANTED: Simple, Direct and Terrific Vision, Mission and Goals!

It’s enough to drive you nuts…

I mentioned in an earlier post that I am working through the vision and goals for my business networking chapter. Having arrived at a pretty good idea of how these are different, I run across a number of online discussions about the difference between the vision and the mission.

Sigh….so, I can either ignore this or continue my research and discover if there is anything here that will help me and my team come up with something that will truly help our group.  I’m always up for learning more, so here we go!

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What is the Remarkable Power of a Daring Vision?

I’ve been thinking a lot about vision and goals lately. As the incoming president of my business networking chapter, I’ve been meeting with the outgoing leaders, my leadership team, our regional leadership, and other strong leaders and leadership coaches within the organization, as well as talking with other leaders (not to mention the guidance and advice available from so many in books and online….). I keep pulling back, looking for simplicity and clarity….an awareness of the possible while casting my thoughts wider to “Why?” and larger destinations and possibilities.

The idea of S.M.A.R.T. goals is pretty well known. As a review, S.M.A.R.T. stands for:

  • Specific – Goals should be simplistically written and clearly define what you’re going to do.
  • Measurable – Goals should be measurable. In this way you have tangible evidence that you’ve accomplished them. These can include the Big Goal measurement as well as measured milestones.
  • Achievable – Goals should stretch you slightly so you feel challenged, but defined well enough that you can actually achieve them.
  • Results-focused (or Relevant) – Goals should measure outcomes, not activities.
  • Time-bound – Goals should be linked to a time-frame of some kind that creates a practical sense of urgency, or results in tension between the current reality and the desired end-state. Keep in mind the Achievable aspect of the goal when setting the time-frame, of course.

Vision is a different kind of animal. Very different. Setting a goal for monthly sales or post engagement on Facebook for the quarter is not a vision. When building goals we tend to look at the recent past as a starting point and build on that (or, if starting something new, look at a similar process, product or business, try to extrapolate an “oranges to tangerines” comparison…not exact, but close enough…). Creating an effective vision means freeing myself from my existing reality and think broadly of possibilities and destinations. This is not “pie-in-the-sky” dreaming, but a deep look at an ideal future. Several writers I have come across lately use Dr. Martin Luther King‘s “I Have A Dream” speech as an example of visionary leadership. While his goals within that speech included a number of the steps that would be needed to make headway toward the vision, the vision was So Much Bigger. He described exactly what the American scene would look like when the full impact of his goals were felt and implemented. One famous section is:

“I have a dream that one day, down in Alabama, with its vicious racists, with its governor having his lips dripping with the words of interposition and nullification; one day right there in Alabama, little black boys and black girls will be able to join hands with little white boys and white girls as sisters and brothers.”

In your mind’s eye you can see what that looks like! It is so much more grand that the end points of a number of goals.

Goals may be ambitious by themselves. A big one mentioned by another writer was when President John F. Kennedy committed the country to placing a man on the moon and returning him by the end of the 1960s. Huge Goal! But what came after? Other than getting there and back again, what else was there? Hence the problem of coming up with a compelling vision for further space travel and exploration (although a number of futurists, respected scientists and writers try). There is, at present, no strong, heart-stirring vision for exploration and travel that we can, as a society, turn to and say, “That’s it! Let’s go!”

Apply this exercise to your business. When you sat down and created your business plan, you undoubtedly created goals, milestones, and outlined some measurable processes to reach those goals. But, speaking to your vision, why are you actually in business? What does your community, your industry, your world look like as a result of you having created this business, provided what you provide to your customers, and spent so much time and so many resources on its success?

Is your vision a “shining city on a hill”? You can make it so.

Do You Know The Truth About Connection and Appearance?

Connect Four

Connect Four (Photo credit: Wikipedia)

I belong to a few business and networking groups, as well as a service organization. Only at one of them do I have the luxury of spending time with the members (about 25) on a weekly basis and the ongoing encouragement to get together with a couple of them every week to really get to know them, their businesses and their lives. I am able to connect and as a result I feel almost as invested in their work as they are (I’m still working on birthdays and favorite foods, but, hey, we’ll get there!). I am fans of them and their work and actively seek out ways to promote and assist each one, if I can.

7 remarkable lessons I learned from physical therapy

A result of my recent annual physical was getting a referral from my doctor for 4 weeks of physical therapy to help deal with a long-standing issue I have with shoulder and neck pain that links to severe headaches. I just finished up this course of therapy and am likely going to be getting some more, since it is helping a lot.

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