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10 communication things every entrepreneur must know

by at 8:16 pm 3 Comments

guitar in bar in CCIt’s been 4,745 days of being self-employed.  In April, 2001, I started my PR and communications company.   

A few years ago, my accountant, who is also self-employed, shared his definition of an entrepreneur:

“I am a self-employed individual working for a lunatic.”

As I mark this proud milestone, I have taken time to reflect on the entrepreneurial roller coaster I have ridden.

Here are 10 communication tactics every small business owner must know:

1. You must know how to sell. Too many people decide to hang their shingle out only to learn they don’t know bubkus about sales. Entrepreneurs must be diligent at developing the self-confidence, attitude,   discipline, and perseverance to ask people to hand over their hard-earned money.

 2. You must live the ‘publish or perish’ mentality. In my pre-blogging days, I wrote bylined articles for trade publications and membership newsletters. Early on, I landed a spot as a columnist for the Princeton (NJ) Business Journal. I generated content and built my credibility. My volunteer gig lasted more than two years, and ended when the paper merged with another publication.   

 3. You must be willing to speak in public. You were brave enough to launch a small business. There’s no time for being shy or nervous. Partner with a networking group to be the guest expert at a meeting, conference, or webinar. You’ll be front and center with dozens of potential prospects interested in your topic. Beats cold-calling.  

 4. You must be able to validate others.  Validation is an acknowledgement that the other person (your prospect or client) is being heard. Validation is proof that you are listening. For example:  “I can imagine that the loss of your vendor has been difficult.”  

 5. You must know how to ask for what you need.  No one expects you to know everything. That’s why there are contact lists, databases, and rolodexes filled with names of people who can provide products and services to you. Get rid of this self-induced pressure and be willing to speak up. Asking for help is a sign of a true leader.

 6. You must be able to identify your ideal customers. This is accomplished by self-communication. Ask yourself: Who do I enjoy working with? What niche am I passionate about? Who needs my expertise? Do these people have the budget or resources to pay me?

 7. You must have thick skin. People can be awfully mean. They say crap that’s not helpful or positive. Entrepreneurs are so fully vested in their own businesses that it’s hard not to take things personally. Don’t take the BS to heart.

8. You must communicate patience when educating people. Clients do business with you because you offer a valuable product or service that they want or need.  You, on the other hand, are entrenched in your niche or business and will have to slow down to educate those who don’t know all the ins and outs like you do.

 9. You must develop charisma. Charisma is that special charm or personality trait that draws people to you. Self-confidence, along with a friendly and easy demeanor, will take you a long way in business.

 10. You must be willing to reinvent yourself. Chances are you are planning to be self-employed for a long time. Businesses and people change. It’s a given. How can you effectively communicate changes in your messages and direction, without alienating people?

Cheers to the brave small business owners around the world! What have you learned along the journey?

Filed Under: Business, Communication, customer service, Marketing, Public Relations, sales, Success Tagged With: , , , , , , , , , , , , , , , , , , , , ,

Meeting the needs of the new consumer

by at 3:53 pm 3 Comments

We’re all consumers. We’re all customers. We’re all communicators.

Recently, technology has forced business to rethink these roles. When separated into thirds, each role is powerful in its own right.  Combined,  they can build up or tear down businesses, corporate cultures, company visions, and relationships.

How are you and your organization meeting the needs of the new consumer?

Consumers of information

Statistics show us huge changes in how people are consuming information and news through technology and social channels. Are you making it easy or difficult for people to find and devour your blog posts, interviews, articles, and videos? Once on your site, are people consuming your information in a hearty way, just nibbling and not really impressed, or reading the menu in the window and going elsewhere? You’ll know how hungry people are for your content by reviewing analytics, metrics, and even surveying them. 

Customers

How do you like to be treated when you visit a store, hotel or mechanic? I know I appreciate when the staff acknowledges me with eye contact or a quick hello. I appreciate when they take time to ask and listen to the reason I am there.  I appreciate when they explain details of services and costs. Sub-par or even horrendous customer experiences make me feel inclined to share with my fellow Tweeps. 

Author and speaker Gary Vaynerchuk said, “Social media is word-of-mouth on steroids.”  I’ve been working since I was 12-years-old. I can tell you I haven’t always given my best to customers. Proud of it? Hell no. Customers wanted to spend their hard-earned money, only to be short-changed when I missed an opportunity to be more helpful or more interested.

Customers have new power today, and they know it. This power and voice-of-the-customer concept didn’t exist in 1975. How is it affecting your business, attitude, and staff training? How is it impacting your bottom line and reputation? 

Communicators

When you know (and have the research to back up) how your prospects and clients want to be reached, informed, and communicated with, you will shine.  If you fail to understand that different people require different communication modalities, you’ll be losing potential customers without knowing where you went wrong.  If you think one size fits all, think again. Some people need graphics and videos. Others like texts and mobile messaging. Many people prefer emails with bulleted lists. Others pop in earbuds and listen to a podcast or audio message. 

And here’s a shocker: Some people prefer a phone call. A human voice.

How are you managing these relationships? Are you meeting the needs of:

  • The new consumer of information who accesses data anytime and anywhere? 
  • The new customer who refuses to be ignored? 
  • The new communicator, whose pockets and bags are stuffed with gadgets and chargers?  

 

Your comments and insights are always welcome.

 

Filed Under: Business, Communication, customer service, Social Media Tagged With: , , , , , ,

4 Ways to Boost Your Brand with Social Media

by at 11:56 pm 1 Comment

“People are talking about you whether you like it or not. So you may as well be involved in the dialogue.” 

That’s the message from Elizabeth Pizzanato, vice president of Brand Communications for the Four Seasons Hotels and Resorts. I interviewed her at a recent public relations and social media conference organized by Ragan Communications. 

I wanted to share her insights with you because her message is so important to businesses, both large and small.  I know you’re working hard to increase your visibility, credibility, and revenues.  We’re in the midst of a technology revolution that can be scary and exciting at the same time. Clearly the tools we use to deliver our messages have changed the way we promote our products and services. You and I both know that some of these methods of delivery may not be best for our particular line of work or industry. It’s essential that you learn about them and decide if they could be beneficial. If not, just move on. 

As Pizzinato reminds us, the key is to have an integrated approach. She offers a four-point checklist: 

Listen to your clients and customers are saying about you, your product and service.

Respond and be part of the conversation. Then react. Take in what they are saying and start a two-way dialogue.

React to what people are saying by changing your products and services.  Take in that feedback. It’s free consumer research.

Sell through social media channels. Use technology to sell what consumers want to buy from you. 

According to Pizzinato, “Social media does not replace traditional publicity; it augments it. It’s becoming more and more dominant and we can’t ignore it. For instance, if I’m doing a food and beverage promotion and I want it to be an integrated campaign, I look at all the channels, and social media is one of those channels that maybe I wouldn’t have considered five years ago. Am I going to promote it in the magazines, am I going to send an e-mail blast out, am I going to put it on Facebook, or am I going to Tweet about it? It becomes part of the marketing mix and the marketing toolbox.”

My favorite take-aways from this interview: Her point that social media is free consumer research. And the opening line to this post:  “People are talking about you whether you like it or not. So you may as well be involved in the dialogue.” 

By the way, if you want to learn more about publicity, social media, blogging, PR, and interpersonal communication, I invite you to sign up for my free, 21-day video series, “Speaking of Communication.”

(Photo Credit: Ricardo)

Filed Under: Branding, Business, customer service, Online Marketing, Social Media Tagged With: , , ,

7 Tips to Protecting Your Online Image

by at 10:00 am 3 Comments

computer screen geekYesterday in Part 1 of my blog post, I shared a new survey with you on social networking etiquette. There are astounding numbers indicating rude online behavior by companies sends prospects and customers heading for the hills. (Here’s the link to Part 1). Come on, we can’t be too surprised. After all, who likes to be treated with disrepect and incivility?  

Here are 7 tips to help your business protect its online brand and reputation: 

1. Educate your staff about basic rules and policy. Whoever has access to posting or updating your website or blog must be trustworthy, mature and have excellent communication skills. Much will depend on their judgment of situations that arise on the fly. Basic guidelines of what some people call common sense should be spelled out and dictated as policy. It can help prevent image disasters. One note: Yes, blogs are described as your “personal microphone or podium” —but the scope of that freedom is a bit different in business. Who is the online voice of your company and brand? Cursing, slang, off-color humor involving politics, sex, religion, etc. can not be tolerated.  If you think it may be rude or inappropriate, it probably is. Hit delete.  

2. Own the Search Engine Results Pages. When your site is fully optimized and you are listed on the first page of the SERPs, there’s less of a chance that a negative comment, post or article can slip through.  

3. Watch out for red flags.  Those responsible for maintaining your site must be able to “read between the lines.” This can be difficult, and mistakes can be made. The goal is to keep your radar up for anything that remotely seems like it could quickly spiral out of control.  

4. Act immediately. If something does look like trouble, take the dialogue out of the public view. Politely move the conversation offline by offering to resolve an issue through e-mail, or better yet, a phone call. An e-mail can add to the confusion and cause more frustration. Knowing there is a human being who is ready to help can be a sense of relief. A short conversation can quickly resolve a conflict. 

5. Search your company name and keyword phrases. Conduct online searches of your company name every day to see what people are saying and writing about you. Set up Google Alerts to monitor your brand.  The goal is to create a positive marketing buzz, not a negative one.

6. Watch out for disgruntled employees. It may not be an irate customer who blasts your refund policy or product. A current or former employee can do plenty of damage too. 

7.  Conduct yourself and your business online the way you would in person.  Manners are manners are manners. If you are going to call someone out on something, do it offline. Show respect and common courtesy for people. Say please and thank you. Be helpful and caring. Be genuine. Wait a minute–I think we learned this in elementary school…

As digital business continues to boom, online reputation management is critical. The goal is to expand and solidify your online brand—in a positive way. 

 

(Photo Credit: Sarah G)

Filed Under: Blogging, Business, Communication, customer service, Marketing, Online Marketing, Social Media, Social Networking, Writing Tagged With: , , , , , , , , , , , , ,

The Secret to Building Sales is in Communication

by at 5:17 pm 2 Comments

connect the dotsConnecting the proverbial dots. To be successful in sales, grow your business and make more money, you must have outstanding communication skills.

One expert who knows and lives this is Bob Burg, co-author of the international best selling book, The Go-Giver. I interviewed Bob about The Go-Giver and his new book, Go-Givers Sell More. Bob told me the secret to being a top-notch sales professional is to always put the other person first. This must be communicated in all of your words and actions.

“…When you’re simply out there to make a sale it’s all about you and your product. When you’re out there to create the environment where a sale is made, now your focus is on the other person. You need to be able to genuinely and authentically help people to feel good about themselves. And at that point be able to help them make the connection between their need, want and desire and your product or service.”

One Step Further

Readers of this space know my background is in communication and news. Bob agrees with me that listening is important but there’s one additional and critical step. “That person who can listen and communicate that they are listening, it’s not just that you can “do the thing’, you’ve got to be able to communicate that you are doing it, those are the ones who are most effective.”

I hate to sound like an infomercial, but “WAIT! THERE’S MORE!!!”

There’s another dot that has be connected in this communication and sales cycle.  Hint: According to Bob, it starts with the letter T.

“Right now we live in a very low trust society. The good thing is that if you’re the person who knows how to develop that  sense of trust, to communicate your trustworthiness and do that in a  fairly quick period of time,  you’re that person who is going to get the business. It’s important that they like you; it’s even more important that they trust you.”

The bottom line is that when we shift our attention away from ourselves and onto the other person—to help them overcome challenges and succeed–we are Go-Givers. The dots are connected. All is well.

By the way, Bob Burg is my guest on “Winning Ways”, a 30 minute news interview series on success. Details at http://www.getinfrontcommunications.com/aces


(Photo Credit: Kathy Cassidy)

Filed Under: Business, Communication, customer service, Interpersonal Relationships, listening, Motivation, rapport, sales, Self-Confidence, Success Tagged With: , , , , , , , , , ,

The Mother of Social Media

by at 3:56 pm 3 Comments

MomForget ”Father Knows Best.”

Mother’s Day is upon us and it’s time to remember the lessons and wisdom many Moms’ have shared with their children over the years. Social Media style of course.

1. Arrive bearing gifts. When attending a party or gathering (chat in our world), bring along a small token of appreciation. It used to be a toy or new article of cool clothing. Now we simply show up with an article—or link, post, or video.

2. Keep your nose out of other peoples’ business. Nothing like MYOB online. Respect those conversations and messages that should be private. Know when to jump in. Know when to mind your own business.

3. Save some for others. Stuffing yourself with five pieces of cake without regard to the consequences (stomach ache, looking like a pig, and rude manners for not sharing), is equivalent to commandeering a chat or group discussion. Give everyone a chance to participate and get involved.

4.  Clean up after yourself. Whether it’s in the playroom, kitchen or bathroom, don’t leave a mess for someone else. In Social Media and business, this means keep things neat and professional.  Tidy up your profile and avatar. If you goof and spill something,  come clean and admit it. Then move on.

5. Chew with your mouth closed. We don’t need to see every little iota of food in there. It’s grotesque. Call it respect, privacy, or Too Much Information (TMI). Draw the line in Social Media. Do we really need to know about your cramps, lazy partner or vomiting dog? Think business.

6. Tie your shoe laces. We’re all familiar with the “You’re gong to fall!” shriek. In business, keep your feet grounded but in motion, and don’t trip yourself up. People are watching.

7. Keep your nose clean. Be honest with yourself and everyone else. Be a model of success for others to emulate.

8. Say your prayers. Be grateful to your Social Networking community by sharing resources, Retweets, posts and links that can help people be successful. A simple “Thank you”  goes a long way—-on the playground and online.  Live with gratitude.

9. Shut the lights or you’ll pay the bill! Share positive energy and light with others. And take time to turn off the Social Networking channels to recharge, reconnect with family and friends, and cool down. Know when to turn off the switch.

10. Mind your manners. When you’re a kid, it takes a few years to figure out right from wrong. That’s what the tall people are there for. In Social Media and business, you know what to do. You know how to treat people with respect and integrity. You know about solid customer service. Because that’s how you want to be treated. Hmm, what a concept.

Oh no, when did I become my mother???!!

Happy Mother’s Day! And for you fathers, Theodore Hesburgh said, “The most important thing a father can do for his children is to love their mother.”

Cheers!


(Photo Credit: Clever Cupcakes)

Filed Under: Business, Communication, customer service, networking, Social Media, Social Networking, Success, Women Tagged With: , , , , , , , , ,

50 Ways to Beat Your Competition

by at 3:59 pm 6 Comments

Soccer ballThe way you communicate with yourself, clients, prospects, employees, and community will determine your success. Want to beat the competition? Sure you do. Consider these 50 tips. Most are based on our internal and external communication.

  1. Forget humility: self-promote.
  2. Watch your competition but remain clear on your own vision and goals.
  3. Write down your purpose, own it, and read it every day.
  4. Look at education and conferences as investments instead of “what will this cost?”
  5. Get enough sleep so your mind and body can be refreshed. 
  6. Expect good things to happen.
  7. Spend time with industry leaders and people you can learn from.
  8. Read, read, read.
  9. Develop interests outside of your typical hobbies and comfort zone. This sparks creativity.
  10. Analyze. Then act.
  11. Keep up with technology.
  12. Delegate and outsource.
  13. Draw boundaries on your time.
  14. Attend your competitors workshops and programs. Watch them carefully (stalking is discouraged).
  15. Keep on top of new industry developments and trends.
  16. Be visible in your local community. It’s all about relationships.
  17. Speak and write for business organizations to build your expertise and name recognition.
  18. Volunteer at your professional association or networking group.
  19. Put your head down and work.
  20. Know your values and what you stand for.
  21. Be friendly and polite to your competition. They will share things with you. :)
  22. Read your competitors’ blogs, newsletters, websites, and chats.
  23. Track trade publications, business sections, and resources in other cities to get fresh ideas for products, services, and opportunities.
  24. Get friendly with news reporters who cover your industry and/or area.
  25. Believe that you are capable, talented, and creative.
  26. Write down your daily, weekly, and monthly goals.  Every task you work on should move you closer to your goals.
  27. Get out of your own way.
  28. Learn something new every day—and apply it.
  29. Be clear on your brand and the results you deliver for clients.
  30. Stop making excuses. Be fully accountable and learn from your mistakes.
  31. Communicate with your staff and team. They know more than you think.
  32. Refrain from bad-mouthing anyone, including your competition.
  33. Develop strong communication skills.
  34. Hustle (in a good way).
  35. Keep your options open.
  36. Learn and practice outstanding customer service.
  37. Know the pricing, sales point, and profitability of your products and services.
  38. Kick your own ass.
  39. Network where your competition networks.
  40. Under-promise and over-deliver.
  41. Have a live human being with manners answer your phones.
  42. Return e-mails and phone calls within 24 hours or less.
  43. Send hand-written notes of gratitude to clients and prospects.
  44. Keep your cards close to your vest.
  45. Protect your business reputation in your local community and online.
  46. Appreciate word-of-mouth advertising and marketing. It puts money in your pocket.
  47. Avoid projects and prospects that are not a “good fit.” Refer high maintenance prospects to your competition.
  48. Trust your instinct- implicitly.
  49. Avoid jealousy and envy. They are distractions that blur your own vision.
  50. Put your head on the pillow at night knowing you did your absolute best.

As professional soccer star Mia Hamm said, “You can’t just beat a team, you have to leave a lasting impression in their minds so they never want to see you again.”


(Photo Credit: RO/LU)

Filed Under: Business, Communication, customer service, Leadership, Motivation, Self-Confidence, Social Media, Social Networking, Success Tagged With: , , , , , , , , , , ,

25 Key Questions to Increase Your Sales

by at 9:31 am 3 Comments

Candy appleSales professionals know that that good questions help to overcome objections, build relationships and close more contracts. That means make more money. It’s often easy to ask other people questions and analyze their answers, challenges and stumbling blocks. 

What about you? It’s time to be brutally honest with yourself. Here are 25 critical questions to help you assess your own communication, sales and success.

1. Why would someone want to buy from me?

2. Why am I special? (Prospects buy from you because they like you first. Trust is second) 

3.  How can I do more to make sure my products and services stand out amid the clutter of the market?  

4. How accessible am I?

5. Can I improve my listening skills?

6. Have I identifed my ideal client/target, and do I know what challenges, issues and concerns they have? 

7.  Do I know what my values are, and do I live by them?

8. Can I network in more places? (you mean, leave my comfort zone?) 

9.  Am I willing to take a risk and explore new talents, skills, education and ideas to help me grow professionally and personally? 

10. Have I adequately integrated my marketing, Public Relations and Social Media efforts to attract more business? 

11. Is my website as interesting, interactive and monetized as it could be?

12. Do I cross-promote my marketing materials, blogs, Social networking links, newsletters and products? 

13. Do I return phone calls and electronic messages within 24 hours? 

14.  Am I creative and offer new opportunities and insights to clients who depend on me?

15. Do I routinely keep in touch with my clients to share an interesting article, resource, or newsletter they would appreciate?     

16. Do I pick up the phone to speak to my clients, instead of using only e-mail, texts and Tweets? 

17. Do I introduce my clients to others so they can network?

18. How well do I handle customer complaints or “sticky situations?”

19. Do I show a genuine interest in my customers’  hobbies, interests and family? 

20. Do my customers have to ask me for refferals and leads, or do I generously offer them with no hidden agenda? 

21. Am I keeping my mind and body healthy so I can be more creative and energetic? 

22. Can I offer new pricing points, discounts or creative promotions to draw more people into my pipeline? 

23. Am I really enthusiastic and passionate about what I do?

24. Do I ever insult or speak badly of my competition or others in business?  

25. Can I put my head down on the pillow at the end of the day knowing I absolutely did my best? 

So…how did you do?

 

(Photo Credit: Rubens LP)

Filed Under: Business, Communication, customer service, Interpersonal Relationships, listening, networking, Online Marketing, rapport, sales, Social Media, Success Tagged With: , , , , , , , ,

10 Signs You Need to Improve Your Customer Service

by at 4:24 pm 5 Comments

Bad customer service dollThe way you communicate with your customers can literally make or break your business and success. If it’s online or in person, customer satisfaction can spread like wildfire. So can customer disgust. Time for a quick check on how you and your staff are doing.

Here are 10 Signs You Need to Improve Your Customer Service. You or your customer service rep:

1. Barks the the phrase, ”Look lady…” during an interaction

2. Insists “I’m not authorized to….”

3. Leans towards efficiency and allows voicemail to answer the phones 24/7 with a recording that states, “Leave your message now or visit our website at www….”

4. Uses his/her authoritative, stern delivery to tell customers, ”You’ll have to wait…”

5. Likes the expression, “You’ll need to…”

6. Orders customers to “Sit down over there, all those people are in front of you…”

7.  Advises the public, on the QT of course, ”We’re short-staffed again today…”

8. Lowers his/her voice, uses strong eye contact and states, ”I wish I could help you…”

9. Informs people, “It’s our policy; we’ve always done it this way…”

10. Tells customers, “I know the store sign says we open at 9 but the technicians come in at 11. You can come back, right?…”

Your Communication is based on your Attititude. Your attitude determines your Results. Your results can be Excellent. Wait a minute! Those four words in bold spell CARE. How about that?! Show your customers you care by evaluating the checklist above..and your team.

(Photo Credit: neinei)

Filed Under: Business, Communication, customer service, Interpersonal Relationships, listening, rapport, sales, Success Tagged With: , , , , , , , ,