Posts Tagged ‘reputation’

Respond Quickly and Appropriately to Customer Problems

Friday, April 15th, 2011

I’m pissed at my business attorney and his boss.

Apparently, my LLC expired with the State Corporation Commission, and the way I found out was when my new bank told me they’d close the account if I didn’t get it resolved quickly. In other words, my attorney, who is the registered agent for my company, didn’t send in the renewal paperwork (even though I’d sent him the money).

I immediately called my attorney’s boss. Why the boss and not my attorney? Because this isn’t the first time I’ve had this problem, and I wanted to be certain it would be resolved quickly.

The voice mail I left clearly said that I wanted him (the boss) to call me back. I still haven’t heard from him, a week later. His employee (my attorney) called me back promptly and said he was on top of it, so that’s good from a “get the problem resolved” position, but wasn’t what I had asked for.

Business owners, you are the face of your company. Your employees are also part of that, but ultimately, the reputation of your company is in your hands. Your employees can (and will) screw up, but it’s your company, and you are responsible for making sure problems are resolved. Note I said you are responsible. You don’t have to do the work, but you need to be certain things are done.

And when a client wants to speak to you, directly, return her phone call.

I won’t name names, but I will say I will never be referring this firm again. And, a week later, the status of my LLC is still in the air. Now I’m communicating with my attorney via email because I want a written record if this doesn’t all work out.

Anyone know a good business attorney I can refer?

It’s About the Relationship, Not the Sale

Monday, February 21st, 2011

One of my clients forwarded me an email last week, and it was a good example of a common mistake sales people make.

He’d met the young lady at a networking event, and she followed up with a (very thinly disguised) request for a sales presentation. Oh, it was gussied up as “I’ll evaluate your existing plan, and if it’s good, you’ll at least know that” kind of offer, but we all know what that means, right? The real kicker? A specific date, time and location suggestion for the meeting. Folks, in case you don’t know, in an unsolicited email, that’s always a sign that you’re going to be sold something.

I actually don’t fault the young lady. I know her industry, and this is what she’s been taught to do. She’s been taught to view everyone she meets as a potential client. Hopefully, she’ll survive long enough to learn some better strategies.

What’s a better way? Easy, view everyone you meet as someone who can open doors for you. Set up meetings to learn about another person, how you might refer each other and to get a feel for who they know. Then you can ask for introductions.

If you speak with passion and knowledge about how you help your clients and who you like to work with, and the person you are meeting with needs your services, he or she will likely ask about working with you. The important thing is that you’ve given the space to self-select. If they don’t need you, no problem. At best, you’ve found a good referral source. At worst, you’ve left a good impression.

So in case you still haven’t heard me, it’s about the relationship. Not the sale. Relationships will lead to sales. Sales don’t always lead to relationships. You need both to survive.

Value, Not Glitz

Friday, February 18th, 2011

As you can imagine, I get asked on a regular basis “Do you know…” about people who have a reputation in either business networking or social media. Contrary to popular opinion, I don’t know absolutely everyone (just a pretty good cross section), but I do know how to do research.

When I’m asked about people I don’t know, I head for the Internet to check them out. I’m generally looking to see if they walk their talk, and sadly, I often discover they don’t.

Seriously, just being a New York Times bestselling author or having been interviewed by CNN doesn’t make you amazing. If you’ve done any of those things, definitely talk about them and feature your accomplishments on your web page. But you need to do a lot more than have a book or interview to convince us you’re good at what you do. A decent first step is not scamming us with flash and glitz but no substance.

Yesterday, I was asked to check out someone. She’s a published author, and she’s been interviewed by some names you’d recognize. She’s supposedly an expert in networking and building relationships. My contact asked me to check out a teleseminar series she’s offering.

Off I went to the web. The series was supposed to tell us secrets to networking and business success. She laid out each of the modules in the series. What do you suppose I found? Nothing I haven’t seen written about in books by people who really do walk their talk (like Bob Burg, interviewed on this blog last year).

It was a typical Internet package with lots of “bonus items” and “the first 49 people to sign up will get…” stuff. Yawn. I wasn’t impressed.

And then I got to the price. Call me crazy but deceptive pricing is just wrong. It’s even more wrong from someone who is supposed to teach me “the secrets of business relationship building.”

What’s wrong with this picture?

$497 for the series

BUT, because we understand cash flow is tight for entrepreneurs right now, if you sign up by [specific date] you can pay in three easy installments of only $197 each.

Hmm. $497 now or $591 in installments? Why the heck did she put a time limit on such a sweetheart deal (for her)? Yep, as a struggling entrepreneur, I’m really grateful that good cash flow management is paying almost a hundred bucks extra. And I’m definitely convinced that she can teach me the secret to better business relationship building.

People, please, before you sign up for the “next great seminar to propel you to business success,” use some common sense. If more people used common sense, people like her will have to change their methods.

And if you are a coach, consultant, author or trainer, don’t play cheap tricks. Offer a good product with good value, and you’ll be successful. We’ll refer you to our friends. Honest.

Credibility and New Entrepreneurs/Salespeople

Friday, February 4th, 2011

I need your help.

I was having a great discussion yesterday with a friend about new entrepreneurs and sales. She said that new entrepreneurs have a lot of credibility with family and friends and should use that to their advantage in their early days in business.

Interestingly, when I started as a window sales person seven years ago, I had the opposite experience. My friends and family all liked and trusted me as a person. But they had NO trust in me as a sales person and refused to refer me to their friends and family.

So I’m wondering. What was your experience? I think I know why my friend and I had different experiences, but I don’t want to make assumptions. I’d rather hear multiple views before I propose a hypothesis.

Thanks in advance for the help. What we discover will be extremely useful for a class I am preparing.

How to Make Your Twitter Stream Look Like Spam. Guest post by @chatterbachs

Friday, December 10th, 2010

I read this post earlier this week, and it made me laugh out loud several times. Jay and I spoke on Tuesday, and he kindly agreed to let me repost it here. I hope you enjoy it as much as I did!

Go, Jay!

On a regular basis I get followed by Twitter accounts that look fishy in some way. After reviewing a few thousand Twitter profiles over the years, I’ve found a few keys to making an account look like its got some ill intent behind it. So if that’s the direction you’re looking to go, here are what I hope you find to be helpful hints:

* First, give yourself a username that has 4 numbers at the end or more than one underscore. My favorites are the ones that have this pattern: “Woman’s name_in_name of place”. Be creative though. There are new heights to reach here for spam accounts. Perhaps a combination would work best for you, such as “@Cindy4462_in_SF”.

* Next, don’t download a profile photo or avatar. No, just go with the big white egg that’s standard when you first set up a Twitter account. This saves time and will be a clear indicator to potential followers that you are a spam account.

* Whatever you do, do not give yourself a bio. Giving yourself a bio starts to make it iffy as to whether you are a spam account. It’s best just to remove all doubt and leave this field alone. I repeat… if you want the Twitterverse to be sure you are a spam account, do not put any information in the bio section.

* The next step is easy enough but takes a little more time. Follow 1999 or 2000 Twitter profiles, but make sure that no more than 150 follow you back. In fact if more than 150 follow your Twitter account, it’s best to block some of these to keep this number acceptably low. Warning: if you do not, people might begin to think you’re a real person behind a legitimate account.

* Additionally, you should post no more than 8 tweets. Sure, it seems simple enough; but you will be tempted to tweet more. Resist the temptation. Tweeting more will lead to all kinds of confusion for a spam account…

* As a corollary to this, it’s best if you stick to tweets that really don’t make sense in and of themselves. Things like “Cycloramic sweep” work well. Using someone’s name in a tweet without it actually being a Twitter reply is also an excellent way to present yourself as a spam account, such as: “Intense and stubborn dogmatism, Stacy” or “Yo can you hear me now Karin” (especially when first starting an account). Some of my best students have gone on to utilize this technique with great effectiveness.

* One of those confusion-causing activities is the use of mentions. For the love of all that is evil, do not reply to a tweet or mention another Twitter profile. This is called engagement and must be avoided at all costs. You want to be a good spammer, don’t you? Well, don’t you?!

Please note: to achieve greatness in this area it’s best to put into practice all of these techniques. If you slip up in one or two areas, however, don’t get down on yourself. Most people will still recognize you as a spam account. Keep the goal in front of yourself. Review these principles as often as you need reminding. Keep practicing, and repeat this mantra to yourself on a daily basis, “Be less. Do less. Spam success.”

We are always looking for additional ways to help spam accounts achieve their goals. No, this task is never finished. Please add to the dialogue by submitting your ideas and suggestions.

Thanks, Jay. Several people, myself included, added some good suggestions. So check out the comments to the original post.

And while you’re there, subscribe to his blog and follow @Chatterbachs on Twitter.

You Can’t Afford Me

Monday, December 6th, 2010

I heard this story recently. The speaker was talking about wanting to hire a well-known speaker for a conference. The guy said, “You can’t afford me.”

Maybe he was right, but it was the height of arrogance. If you are expensive, say so, but tell your price.

When I sold windows, I made a sale because I told the price. A prospect wanted a very expensive window arrangement. I was mentally going, “Gulp,” but I was ready to measure and quote.

The prospect asked me, “Will you give me a price on these windows?”

“Of course,” I said.

“Good,” she said. “The last sales person told me it was too expensive and I couldn’t afford it. I told him to just give me the price and let me decide. But he refused.”

Stupid salesperson. I quoted the windows. They were expensive. But she bought, and when she filled out the financing paperwork, I saw her income. She was a single woman, but she made six figures. Never tell a person like that “she can’t afford it.”

The moral of the story? Don’t make assumptions. Maybe you are expensive. Fine. Tell us your price. Let us decide what we can afford. We might surprise you. But if you are arrogant and tell us we can’t afford you, I guarantee you won’t get the business. And you’ll leave behind a lousy reputation.

That way leads to business failure.

Personal Branding and Email

Friday, December 3rd, 2010

A couple of weeks ago, I listened to a presentation on job seeking, and one of the topics was personal branding. The question was, should you make your brand “you,” or should you attach yourself to an organization and make that part of your brand? The consensus in the room was that it was okay, even desirable, to make the organization you work for part of your personal brand.

I disagree. I think you need to develop a brand about you that is separate from the company you work for. I’ll make an exception if, like me, you are the owner of a business. The reason I disagree is that, as an employee, you are always at risk of losing that job. If the organization is an integral part of your personal brand, you have to do significant re-branding when you start looking for a new job.

I will probably blog more on this subject in the coming weeks, but the specific part of branding I want to discuss today is your email address.

I have a client who has registered for all his social media channels with his work email. I advised him to change that. The social media channels are all his, personally, not affiliated with his company. He’s in sales, so he’s using the channels to attract clients, but he’s also using them to brand himself as a good networker and person to know. All that is independent of his work for the company and could survive him leaving and starting another career.

Unless you are specifically engaging in social media for your company, and the majority of the content is organization-related, I suggest you sign up for Twitter, Facebook and the like under a personal email. Gmail makes it easy. You can link your work email to your account, so what’s on your business card can be used to find you.

But if you leave your current organization, whether voluntarily or involuntarily, you don’t lose access to your personal social media branding.

Anyone else have an opinion on the topic?

You Are Where You Network

Monday, November 15th, 2010

You know how they say, “You are what you eat”? After this weekend, I must be a chocolate chip cookie. (My husband baked!)

But it’s also true that where you network will influence how people see you.

I was in a class last Friday, and there was a networking event next door. In the bathroom, I met someone I haven’t seen in a while. I had a neutral opinion of her based on my prior interactions with her.

However, the event she had been attending is frequented primarily by people who are more interested in socializing that networking. I attended the event once and left half-way through. Many of my clients have attended and quit because, while it is billed as a business networking event, few serious business people attend, and little business is passed.

My impression of the event is that it is attended by hobbyists who are not interested in growing their business or referring others.

This contact indicated she attends the event frequently. How do you think I view her?

On the other hand, there is a well-regarded monthly networking event I attend in DC. I recently had someone say, “Oh, you go to that event? You must be serious about networking.”

Music to my ears.

Can impressions be incorrect? Of course. Which is why I recommend you are careful where you network. Look at where you want to be in 5 years. Where do people at that level of success gather? Go there. Their success and reputation will rub off on you.

The iPhone Prayer Meeting

Friday, October 22nd, 2010

A client of mine gave me the idea for this post. She said that she goes to networking events and sees people, usually younger, in a circle, huddled over their iPhones or other smart phones. I’ve seen the same thing, and I immediately recognized the image. It is kind of like a prayer meeting.

Is it good or bad? Kind of both, I think.

There’s nothing wrong with a group having something in common. Smart phones are cool and good conversational topics. They make it easy to exchange Twitter handles and contact information. They can be a good conversation starter for two people who don’t yet know what they have in common.

But the “prayer meeting” excludes people who don’t have smart phones. One of my clients just bought an Android phone because he said networking was uncomfortable without one. He couldn’t be in with the tech crowd or up with following people on Twitter.

Anything that makes you more approachable is good. Anything that makes you less approachable? Not so good. Ironically, smart phones do both.

The solution? Moderation. Going into the huddle briefly can help you bond with others. But leave the huddle after a few minutes. Make a point of talking to new people, whether or not they have smart phones.

You’ll be the cool kid who is accessible to everyone. And that’s cool!

Take Clients to Events

Wednesday, September 29th, 2010

I’ve written before about attending events with a buddy. It can be an effective way to work the room and get the most out of an event.

One of the best buddies to take with you is a satisfied client. They know who you are looking for, so they are able to target good contacts for you. Once they have found a good contact, they have a good story to tell about you. Who better to brag about your accomplishments than a satisfied client!

After your client has spoken about you to several people in the room, a buzz about you starts. I’ve had people walk up to me and say, “Everyone is talking about you and saying I should meet you.” Was it really everyone? Of course not, but it’s easy for a good client to leave that impression about you.

On the flip side, you should know your clients as well as they know you. Which makes it easy for you to find and make connections on their behalf.

Do it right, and attendees will leave the event thinking that you and your client were the most important people in the room.