Randy Clark's Blog, page 55

How To Limit Procrastination

Are you putting off more and accomplishing less? Have you tried time management tools, like daily planners, but feel like you’re getting nowhere? (Does this sound like a commercial?) Do you want to understand why you procrastinate? Okay, start with the two minutes it will take to read this post. Do not do it later! Do not touch that dial. This post is designed to help you understand procrastination, offer a few strategies, and link to more resources.

Make decisions

Indecision leads to procrastination. Everyone has the fear of making bad choices; however, you must not let fear stop you from making a decision. Gather information, ask for input, and make a decision.

You are not perfect

You should not be expected to be right all the time (except for air traffic controllers when I’m on the plane, and my doctor!) What should be expected is a thought process, or the reasoning behind the decision. Do you suffer from perfection paralysis? If you cannot do it perfectly – you don’t do it at all! Stop! No one is starting a religion after any of us, so guess what? Sometimes you will be wrong!

Have the courage to learn from your mistakes

If you had a plan that din’t succeed, analyze the plan and learn from your mistakes. Okay, I get it, you don’t want to make decisions, because you don’t want to be wrong. You’re not alone. Everyone is afraid of making a poor decision. However, consider the old phrase trial and error. When you make a mistake learn from it. It’s a process. Do your homework first, and make the best decision you can, based on the information available, because making no decision is a decision, and probably a poor one.

The Gumption Factor

At times we all put off tasks that are not as enjoyable as others. The gumption factor is defined as beginning and completing the least attractive, most demanding task. Try it — the feeling of accomplishment is wonderful. Procrastination can be the byproduct of a lack of prioritization. How are you prioritizing tasks? What type of tasks take priority? Are they important tasks, urgent tasks, or tasks you enjoy? What tasks and activities have been postponed? Whenever possible, do the tough stuff first!

Understand the stress you create

The stress of procrastination interferes with production, and it becomes a time waster — especially when it is caused by indecision, and the indecision process is recycled. This is stress amplified!

Procrastination is seldom a time management problem. It is a thought process problem that affects time management. To improve procrastination, the decision making process must be improved. Joseph Ferrari, Ph.D., associate professor of psychology at De Paul University in Chicago states, “Telling someone who procrastinates to buy a weekly planner is like telling someone with chronic depression to just cheer up!”

Want to learn more?

“Too often, we find ourselves procrastinating, because we’re not sure what to do first. We feel overwhelmed, confused, or disorganized. We put off getting started, because we’re not sure what the first step is. The key is to acknowledge that it’s totally normal to feel overwhelmed or stupid when you’re just starting out, especially if you’ve never done the task before.”  — Psychology Today: 5 Ways to Finally Stop Procrastinating

“Visualize the future you want. Imagine the emotions you will feel. Picture yourself in a favorite place celebrating what you’ve accomplished. Imagine those who love you most celebrating your success.” — Forbes: Why You Procrastinate, and How to Stop It. Now.

“Ask yourself, What’s the worst thing that could happen if I did this today? Do you fear the consequences associated with the action you’ve been avoiding? The worst-case scenario most likely would be a minor inconvenience or a temporary setback.” — Success.com: 7 Simple Ways to Stop Procrastinating 

“Change your environment. Different environments have different impact on our productivity. Look at your work desk and your room. Do they make you want to work or do they make you want to snuggle and sleep? If it’s the latter, you should look into changing your workspace.” — Lifehack: 11 Practical Ways To Stop Procrastination

And 

We’re starting a procrastinators club as soon as we can find the time — GetToItLater.com will be coming soon.

If you enjoyed this post you might also like, Are You Waiting for Others to Change? How’s that Working for You?

How Can I help You?

I like to help people and organizations, but I have three criteria I consider before taking an assignment – I believe in what the organization stands for, I know I can help, and it looks like fun. If you have any questions, Contact Me. 

Does your business have a  management training plan? Many organizations, large and small, use my book, The New Manager’s Workbook a crash course in effective management, as the basis for their leadership development program. I’m also available to conduct training.

Photo by Pedro da Silva on Unsplash

 

The post How To Limit Procrastination appeared first on Randy Clark Leadership Training.

The Number One Rule of Networking!

I won’t hold you in suspense. Do you want to know the number one rule of networking? The number one rule of networking is to know why you’re attending an event, why you’re there. Okay, so you get that. It’s obvious, and you’re a little disappointed in my answer, but before you click out of this post, I want to ask you a question. How many networking events have you attended where you had no idea why you were there? Yea, me too. I’ve been to more networking events when I didn’t have a plan other than catching up with friends or indiscriminately handing out cards than I want to admit.

Just Showing up to an Event Isn’t a Plan

Hey, I’m not throwing any stones here, over the years my number one plan for attending networking events was to show up and see what happened. And what’s interesting to me is that this non-plan seemed reasonable. Would I show up on a sales call without a presentation? How about giving a talk, would I open my mouth and see what came out? I even have a list for the grocery, don’t you? But tell the truth has your networking plan been like mine, no plan?

What Do You Want?

Before attending any networking event ask yourself why you’re going and what you want. Are you seeking customers, looking for a job, or hoping to connect with a vendor? Building a networking event plan begins with recognizing what you want or need.

Who Can Help?

Have you ever looked at the list of attendees with your reason for attending in mind? For example, if you’re looking for a job, who on the list could connect you with opportunities for employment? Or who is a potential customer that has a problem you can solve? Begin your networking event plan by focusing on who can help you with your needs and wants.

What Will You Say?

The key here is to begin a conversation, and you do that by getting others to talk. Yes, you should introduce yourself share your need and want and then take it one step further, “Ultimately, the goal of the elevator pitch is to continue the conversation. What would intrigue others to talk with you more? What do people want to talk about? I believe people usually want to talk about themselves and their organizations. What are the last five words of my elevator pitch?

“How may I help you?”

Our marketing team attended an event with a potential customer. We knew they’d just started using social media in their business. We explained our newest service, and its benefits. Then, we offered to share our experience with them on using social media in business. We spent the rest of our time discussing how to use social media, and how it could help them. A few days later, they contacted us about a national signage project.” — Do We Need One More How to Write an Elevator Pitch?

The Number One Rule of Networking, and number two, three, four …

There are other important aspects to consider such as, what events to attend, what to bring, and even what to wear, but it begins with knowing what you want, who can help you, and what to say to them, and that’s the first rule of networking.

If you enjoyed this you might like, Are You Relying Too Much on Your Resume?

How Can I Help? 

I like to help people and organizations, but I have three criteria I consider before taking an assignment – I believe in what the organization stands for, I know I can help, and it looks like fun. If you have any questions, Contact Me. 

Does your business have a  management training plan? Many organizations, large and small, use my book, The New Manager’s Workbook a crash course in effective management, as the basis for their leadership development program. Check it out.

The post The Number One Rule of Networking! appeared first on Randy Clark Leadership Training.

How Many Employees Have You Ruined?

I have run off, hindered, and ruined more direct reports than I want to admit. Too often, I told myself I was being a “nice boss,” because I didn’t hold people accountable. I didn’t want the confrontation. It would be unpleasant, and I wanted a pleasant work environment. As long as I viewed it as confrontational, it probably would be, but I began to realize it wasn’t confrontational if it came from the desire to help. Have you ever lost an employee you shouldn’t have lost because you didn’t hold them accountable? How many employees have you ruined? 

Many potentially productive employees have been hindered or lost by managers who thought they were being “nice.” If you want to help — and truly be nice — do what needs to be done to help your people improve. Do you honestly want to help your subordinates? Let employees know how they’re doing. It’s not fair if you don’t.

Years ago, I told my manager I wanted to fire an employee because they weren’t doing their job. My manager listened to me, then called the employee into the office. He asked the employee how he thought he was doing. The employee felt he was doing a good job, and explained why. After the employee left the room, my manager looked at me and asked, “How would it be fair to fire anyone who doesn’t know they’re NOT meeting your expectations?” It was a lesson I’ve not forgotten.

Help, Don’t Hurt

Give clear expectations with activities, expected results, and time frames
Inform people when they’re not meeting expectations
Teach people how to meet expectations
Don’t go to a third party with a complaint; go to the employee
Never delegate without follow-up
Review job descriptions
Distribute and train written procedures and policies
Don’t accept sub-standard performance — improve it
Offer constant, ongoing training

So, What’s the Deal?

Here’s the deal — it’s not that complicated, although at times, it does require courage. But remember, it’s not confrontation if it’s help. Do you want to be nice? Because if you want to be nice, do what’s in the best interest of the employee.

I once had an employee with personal hygiene issues. She worked in a small office area and she smelled — badly. It came to my attention when her co-workers came to me and complained. No one had said anything to her, and although her performance was acceptable, they all wanted her fired. I sat down with her privately, explained how the hygiene affected the small work environment, and asked if there were any physical problems out of her control. She explained her husband had lost his job, and she didn’t want to burden anyone, but they were living out of their car. She agreed to share this with her co-workers, who all offered help. Eventually she became one of the hardest working, most loyal, and best liked employees within the organization.

So, How Many Employees Have You Ruined?

Have the courage to help others reach their potential – don’t hinder, hurt, or ruin them by using “being nice” as an excuse because of your fear of confrontation.

If you’ve been in management, what difficult workplace situations have you addressed? How many have you let slide? How did each affect the employee and the workplace culture? How many employees have you ruined?

How Can I Help You?

I like to help people and organizations, but I have three criteria I consider before taking an assignment – I believe in what the organization stands for, I know I can help, and it looks like fun. If you have any questions, Contact Me. 

Does your business have a  management training plan? Many organizations, large and small, use my book, The New Manager’s Workbook a crash course in effective management, as the basis for their leadership development program. Check it out.

Photo by William Randles on Unsplash

The post How Many Employees Have You Ruined? appeared first on Randy Clark Leadership Training.

4 Types of B2B Customers and How to Approach Them

It’s easy to forget that B2B (Business to Business) marketing is profoundly different from B2C (Business to Consumers). B2B providers may know this but, too often, they treat marketing to their B2B audience as if they were B2C. It’s not the same game. So, knowing the difference begins with understanding these 4 types of B2B customers.

The Price First prospect

Price first B2B customers are primarily motivated by cost — everything else is secondary. It may be due to tight budgets, or a frugal staff; either way, this customer will not work with you unless you meet their price points. They’re easy to identify because they begin with price and don’t stray far from it.

How to approach the price first prospect

Establish their expectations up front. There’s no need to offer products or services without establishing their budget. Getting this cart before the horse can backfire. Presenting a solution that doesn’t fit the budget may create a scenario where the customer won’t budge from the product OR raise their budget. First, establish the budget, and then offer the best solution within their budget, which may mean doing it in stages. Rather than present a product that fits the budget, but is inferior, start them on the best path with quality they can build on.

The Quality Rules Customer

This B2B prospect is the opposite of the price first customer. Quality rules their business. You can see it in their offices, transportation, and company apparel. They work on high margins and are used to the best. They believe quality, when delivered, pays for itself in the long run.

How to approach the quality rules customer

Don’t try to shave the price by undercutting quality or omitting integral components. Present the best solution you have with all the bells and whistles that fit this B2B prospect’s needs. Don’t tell them what your product does; show them what it does for them. Share the benefits. Are you selling the benefits of your product?

The Service is Supreme Client

This potential customer has been disappointed with service after the sale. They’ve had bad experiences with products that didn’t meet their expectations and providers that did little more than shrug their collective shoulders when a product didn’t meet their needs. This customer can be identified by their questions about product testing and service channels.

How to approach the service is supreme client

This customer lacks trust so, show them your credentials such as time in business, accreditations, training, and awards. Share testimonials from customers and don’t be afraid to share mistakes you’ve made, the lessons you learned from your mistakes, and the changes you’ve implemented to avoid mistakes in the future. If possible, introduce this prospect to your customer service staff.

The Collaborator

This customer wants to be involved. They want to be part of the process. They bring a team to your presentation. It’s seldom about working with one person but working with the many individuals from multiple departments (this may change after they place an order).

How to approach the collaborator

Easy as pie. Give them what they want — involve them. Treat them as part of your team. Let them be part of the product/solution decision-making process, and you’ll be rewarded. Be prepared to offer group seminars and presentations.

4 Types of B2B Customers

B2B shouldn’t be marketed like B2C. Business to business should be marketed in the best way to fit businesses needs and the best way to accomplish this is by understanding what motivates them in the buying process. Are you a B2B buyer, which customer are you?

How Can I help You?

I like to help people and organizations, but I have three criteria I consider before taking an assignment – I believe in what the organization stands for, I know I can help, and it looks like fun. If you have any questions, Contact Me. 

Does your business have a  management training plan? Many organizations, large and small, use my book, The New Manager’s Workbook a crash course in effective management, as the basis for their leadership development program. Check it out.

If you enjoyed this post you might also like, 13 Pieces of Sales Advice for my Grandson. 

Photo by Adeolu Eletu on Unsplash

The post 4 Types of B2B Customers and How to Approach Them appeared first on Randy Clark Leadership Training.

You Cannot “Do” A Goal – You Can Do Activities

If you are in a leadership position, your goal should to improve your team daily. This is accomplished both as a group, and with one team member at a time. So, as leaders, we should ask ourselves daily:

What have I done to improve the team today?
Would the team have done as well without me today?

Improvement begins with effective goal setting. So, to set an effective goal, you must analyze what activities impact the goal and follow up daily.

Setting Your Goals

Let’s define goal setting as directing an individual or group’s behavior. It should be a written statement with clearly described activities and a measurable result.

Are you a manager? Do you set and review goals with your team daily? I’ve been involved in more corporate team and individual goal setting sessions than I want to remember. Because, many of them were a waste of time, and I knew they were, until I learned a few keys to successful goal setting.

Goal setting directs behavior, not results. Although the goal must focus on measurable objective criteria, activities achieve goals. Goals should include:

An activities plan
Clearly defined objectives

Over the years, when I’ve asked team members how they’ll hit their goals. I’ve often heard something like, “I’ll do better, I’ll work harder, or I’ll do more”. The smart aleck in me always wants to ask why they weren’t already working harder, doing better, or doing more. DO NOT accept these non-specific generalized answers. Follow up with open-ended questions such as:

What will you do better?
How will you do it?
How will you work harder?

Are SMART Goals Smart?

I believe what is missing from SMART goals or SMARTER goals, and many other goal formulas — is focus on activities. The lack of focus causes the goal setter to create goals without a plan to achieve them. Although degree of difficulty, time limits, measurability, conditions, objective criteria, etc., should be discussed — it will be difficult to achieve the goal without a clear plan of activities needed to reach the goal.

What activities should be repeated?
How can activities be improved?
What needs to be discontinued?
Where is help needed?
What activities need changed?
What activities should be renewed (successful activities previously performed)?

Work the Activities

When I was in a position of managing managers, I asked a young team leader how the previous month’s goals had progressed. In great detail, he enthusiastically showed me his team’s improvements. He explained the activities, which helped them improve, and since they were connected to financial incentives, he also disclosed their monetary gains. After congratulating him and the team, I asked about the current month’s goals (we were four or five days into the new month). The team leader had not “got to it” yet.

My point is, don’t get away from activities that work. The most important goal setting activity may be defining, analyzing, and setting activities. When you set goals with activities, you can discuss activities every day, not only the results. Yes, we may learn from results, but they’re history, and we must know what activities led to the results if we wish to improve.

How Can I Help You?

I like to help people and organizations, but I have three criteria I consider before taking an assignment – I believe in what the organization stands for, I know I can help, and it looks like fun. If you have any questions, Contact Me. 

Does your business have a  management training plan? Many organizations, large and small, use my book, The New Manager’s Workbook a crash course in effective management, as the basis for their leadership development program. Check it out.

Photo by Estée Janssens on Unsplash

 

The post You Cannot “Do” A Goal – You Can Do Activities appeared first on Randy Clark Leadership Training.

Is This What Your Content is Missing?

A few years ago a gunman perched atop an eight-story Indianapolis parking garage fired shots at nearby buildings; although he had committed a murder and eventually took his own life, no pedestrians were injured, in part because the news exploded on Twitter, warning everyone off the streets. Because fear and concern motivated people to share information. So, is this what your content is missing, emotion?

Paraplegic Indy car owner Sam Schmidt completed a ceremonial qualification run at the Indianapolis 500.

A Baby Goat Took its Steps Using Wheels.

Indianapolis resident Ryan Cox raised thousands to Erase School Lunch Debt.

All this content was liked, shared, and commented upon on social media by hundreds. So, what do these dissimilar stories have in common? They all struck a chord; they created emotion. Is this what your content is missing?

Does Your Content Strike a Chord?

Okay, not every piece of content is going to strike an emotional chord, but a lot of it can. Begin by writing your content to a specific audience. Then ask the following:

What do they fear and what brings them joy?
What problems cause them to lose sleep, and what makes them giddy?
Are there things they admire, and what do they disapprove?
What are their hopes and needs?
What do they anticipate and what would be unexpected?

How to Add Emotion to Your Content

Add Emotion to the Title

Here’s an example from Copyblogger, 10 Sure Fire Headline Formulas that Work. A title can appeal to any and every emotion. Here are a few examples:

Fear, Avoiding problems, Contempt:

How to minimize your [blank] risk
Why you should never [blank]
Don’t create these [blank] problems

Joy, Awe, Anticipation:

7 [blanks] that will improve your [blank]
How [blank] saved my business
Finding happiness through [blank]

Tell a Story

My former co-worker, Eric Benge, wrote a post, TKO Tech Talk: Outlining Text, in which he discusses how to avoid issues when sending fonts to print providers The post shares excellent advice on how to supply artwork that includes text to a print shop — his first draft was well written and informative. It was also emotionless, but in Eric’s defense, it’s not a topic that, on the surface, inspires emotion; the post is factual, pragmatic, and useful. Eric and I chatted about appealing on an emotional level. For example, anyone who has struggled to send the correct font to a provider has suffered pain — while successfully completing the task brings joy and relief. Sharing pain and joy provides an emotional connection to the content.

Consumers Are Motivated by Emotions

Is this what your content is missing? Is it missing an emotional connection? People may seek logical justification for an emotional decision, but don’t be confused, not all decisions are logical. Not even close. Because whether it’s a consumer choosing a product, a business looking for a provider, or a social media advocate sharing content, more often than not, emotion is the motivation. Joy, fear, awe, contempt, admiration, disapproval, surprise, and anticipation all inspire action. Logic, sound judgment, practicality, deduction, and good reasoning often lead to — more thought and consideration, not action. So, what inspires you to action?  Why did you read this post, were you AFRAID of missing out?

If this post struck a nerve, you might want to check out my book, How to Stay Ahead of Your Business Blog Forever. The book is full of action plans for you to create a blogging/writing system that works for you.

If you enjoyed this post you may also like, How to Defeat Writer’s Block.

Photo by Calum MacAulay on Unsplash

 

 

 

The post Is This What Your Content is Missing?    appeared first on Randy Clark Leadership Training.

Have You Become a Toxic Boss Without Knowing it?

I was asked to assess and help a production manager of a B2C (Business to Consumer) manufacturer who was experiencing high employee turnover in one critical department. As I observed the department’s manager, I was puzzled. She was a good manager and leader. She led by example and not only by following procedures, but how she approached her work. When someone on her team asked for help, she was there. When needed she jumped in and did the work side by side with her team. Her door was open to her staff. She was a boss they could talk to, and she believed in continuous education for her teammates. She seemed the antithesis of a toxic boss.

They have everything they need, right?

The staff was well-paid, had decent benefits, and the working conditions were good. So, what was the problem? I didn’t learn until I chatted individually with a few of the staff. Their department manager had become a toxic boss.

More than one member of the team expressed an “us versus them” attitude towards upper management. Eventually, I learned this belief came from their boss. For example, if upper-level management asked her team to work overtime she complained to her staff about the management. She’d rant about the corporation not understanding what her department did, how important their work was, and how difficult it was to complete. She’d continue venting about how unappreciated her department was, how unfair they were treated, and how management didn’t care about them.

Be careful what you create

I discussed this with her. At first she was defensive, telling me everything she said was the truth; management didn’t care if her team had to stay over. I told her she might be correct, but asked her how her derogatory remarks towards corporate leadership affected her team? Did she think her staff accepted her as one of their own because they had a common enemy or it was possible her behavior fostered job dissatisfaction among her team?

Instead of spewing anger I asked her if she’d considered how production could be increased to avoid overtime, or how her department could be more efficient. Next, I asked if she ever offered her input to management as too how much overtime was needed to complete a task. Did she need her entire staff or less? How many hours would it take to get the job done?

A different approach

The truth is she had little control over leaderships demand for overtime. However, how she approached her team with the information was her call. “The bottom line is that whenever we allow circumstances to prevent us from achieving our best we give ourselves an excuse. And here’s the difficult thing. Our excuse may be real, it might be out of our control, but does that mean we accept it as a reason to give up? Or do we look for a way to improve the situation, because if you’ve tried waiting for others to change to fit your needs, how’s that plan worked for you so far?” — Are You Waiting for Others to Change? How’s that Working for You?

I offered her this suggestion. Rather than angrily blame management for overtime, be proactive. Begin by determining how much OT would be needed. Once that was established she could approach the staff from a more positive and engaged perspective. Here’s the example I gave her.

Be careful what you wish for 

“Somebody once said business is always a problem, there’s either not enough, or there’s too much. The former cuts hours and creates lay-offs, and the latter, means overtime. I’d rather have the latter, wouldn’t you? That’s where we are. We need to finish this job tonight. I talked with management and told them we could get it done if half of the staff stayed over two hours. I’m going to stay, and I can assign who’s going to work but I’d rather have volunteers join me. Who’d like to volunteer?”

Would the above example work every time? No. Is it possible she’d still have to assign teammates to work OT? Maybe. Probably. However, by taking a non-blame approach, she’s not creating an angry, siloed, environment and losing employees over the toxic culture she helped create.

Be the opposite of a toxic boss be employee-centric 

Most of us have heard Sir Richard Branson’s quote “Happy employees make happy customers.” At Virgin Airlines those aren’t just words.” What makes Virgin particularly wonderful is the wonderful group of people who believe in what they’re trying to do,” Branson says. “Who are appreciated, who are praised, not criticized, and are given a chance to do a great job.” — Forbes: Sir Richard Branson’s Five Billion Reasons To Make Your Employees And Candidates Happy

So, have you become a toxic boss?

How Can I help You?

I like to help people and organizations, but I have three criteria I consider before taking an assignment – I believe in what the organization stands for, I know I can help, and it looks like fun. If you have any questions, Contact Me. 

Does your business have a  management training plan? Many organizations, large and small, use my book, The New Manager’s Workbook a crash course in effective management, as the basis for their leadership development program. I’m also available to conduct training.

Photo by Headway on Unsplash

The post Have You Become a Toxic Boss Without Knowing it? appeared first on Randy Clark Leadership Training.

Can You Hear That Sign?

Photo by Travis Isaacs / CC BY-SA

A good friend is a is a 508 accessibility specialist and advocate. Business people unfamiliar with 508 accessibility  miss an opportunity to connect with prospects who are often overlooked. “Section 508, an amendment to the United States Workforce Rehabilitation Act of 1973, is a federal law mandating that all electronic and information technology developed, procured, maintained, or used by the federal government be accessible to people with disabilities.”– TechTarget.com. Accessibility initiatives shouldn’t be limited to federal government mandates; it should be available for everyone. Because when it isn’t everyone loses. So, can you hear that sign?

A Matter of Connecting 

My friend wants to create a 508 conference in Indianapolis because there’s nothing like it in the Midwest. There are 22 million potential clients in the USA who don’t have full accessibility to digital–web, mobile, PDF’s you name it. That’s 22 million potential customers and 285 million in the world! It’s not only the right thing to do–it’s good business. He wants to bring users to distributors. His goal is an Indy 508 event. I know I’d attend, wouldn’t you?

Blind to the Sign

The next time you’re in a mall close your eyes. Now imagine how difficult it would be to navigate without signage. We see kiosks with retailer’s location, maps showing “You Are Here”, and sales promoted on window clings. You’ve experienced a glimpse of what a sight impaired or language challenged person encounters every minute of every day. And that’s just the mall. So, can you fathom the challenge traveling without signs would be?

There’s an Answer 

It’s called RIAS (Remote Infrared Audible Signage). So, here’s how it works. “The RIAS system consists of permanently installed transmitters that emit signals by directional infrared light beams and handheld receivers that decode the signals into an audio message. By scanning the environment with the receiver, the user receives audible messages that label key features or provide directional information.”  FTA (Federal Transportation Administration)

It works because the messages work without interfering with other forms of communication. “…messages are structured and distinct, delivered in a natural spoken language, give landmark names and spatial direction information, and do not produce unwanted noise pollution. These auditory labels can substitute for visual cues unavailable to the blind traveler and should increase the ease of travel and the acquisition and accuracy of spatial knowledge.” —USCB.ed

Dr. William F. Crandell Jr., Ph.D. had this to say. “Remote infrared audible signs, or RIAS, allow people who are print disabled to directly know not only what, but where. Because just as non-disabled people visually scan the environment to acquire label and direction information, remote infrared signs directly orient disabled people to the labeled goal and constantly update them as to their progress to that goal. That is, unlike Braille, raised letters, or voice signs which passively label some location or give instructions to some goal…”

Can You Hear that Sign?

The sight and language impaired may makeup only a small part of the challenged spectrum, but it’s a segment where state of the art signage can make a difference. Because talking signs, developed at the Smith-Kettlewell Eye Research Institute, can help the sight impaired, find their way. So, if you’d like to learn more about 508 Accessibility go to Section508.gov.

The post Can You Hear That Sign? appeared first on Randy Clark Leadership Training.

Why You Should Treat Your Employees Like Customers

A good friend once asked for my help managing interns. Although she knew she should be more compassionate, understanding, and helpful, she couldn’t get past the challenges the interns posed. According to her, it was the old you can lead a horse to water, but you can’t make them drink syndrome. She’d explain procedures time and time again only to watch the interns not follow her instructions. Sometimes she’d go over the same thing three or four times without a positive result. She was frustrated, and she knew it showed. She might not yell and scream, but her interns knew from her tone of voice, facial expressions, and body language that she wasn’t happy. I told her to treat your employees like customers.

Do Customers Always Follow the Rules?

I explained that I understood because training employees at any level can be frustrating. I asked her if customers ever asked silly questions, refused to follow procedures, and needed reminded time and again. She said yes. I followed up by asking if she let her disdain show with customers; did her tone, words, or expressions ever convey her frustration. She said she hoped not and certainly tried not to let it show. And then I asked her why she held her emotions in check with customers. She told me because without customers she didn’t have a job, without happy clients she wouldn’t receive a paycheck. I agreed with her, but added that without happy employees, teammates, and even interns she might not have a job or a paycheck either. And that’s why you should treat your employees like customers.

She agreed to work on holding her anger in check because she understood that I was right; happy employees are just as important as happy customers – business doesn’t work without both.

Treat Your Employees Like Customers

Most of us have heard Sir Richard Branson’s quote “Happy employees make happy customers.” At Virgin Airlines those aren’t just words.”What makes Virgin particularly wonderful is the wonderful group of people who believe in what they’re trying to do,” Branson says. “Who are appreciated, who are praised, not criticized, and are given a chance to do a great job.” — Forbes: Sir Richard Branson’s Five Billion Reasons To Make Your Employees And Candidates Happy

Be Thankful for Customers and Employees

Be thankful for customers and let them know your gratitude, but also be thankful for employees. Most employees have choices as to where they work. If you believe they’re committed to you because of location, pay, or their tenure, you might be in for a surprise. When employees don’t receive respect and gratitude from management, they’re not going to give their best, and they might have one foot out the door before you’re aware of it.

People want to know that they matter and that what they do has meaning. We spend hours marketing to customers to explain the benefits of our products and services, the problems we solve, and what that means to them, the customer. Shouldn’t we do the same with employees? Shouldn’t we let employees know that what they do has meaning as well as how it impacts the business, and what it does for them personally?

Bankers Aren’t Your Only Investors

Bankers aren’t your only investors. Employees invest their lives with you. Many spend more time at work than with loved ones; they count on you and want to know their investment is sound.

Do You Treat Your Employees Like Customers?

The bottom line is employees are just as important as customers. Lose either, and you lose your shirt, if not your business. So the question is, how do you treat your  employees? Do you treat your employees like customers?

Unhappy Employees Don’t Make Customer’s Happy

If you have an unhappy employee will they present their best face to customers? Maybe, and maybe not. A dissatisfied employee that works directly with client’s is an obvious concern. However, even employees with no direct customer contact can adversely affect the company client relationship. A shipping department that doesn’t care about how or when something is delivered, production people who could care less about quality, and an administrative staff that is apathetic, can all damage customer relations.

“There is a strong statistical link between employee well-being reported on Glassdoor and customer satisfaction among a large sample of some of the largest companies today. A happier workforce is clearly associated with companies’ ability to deliver better customer satisfaction — particularly in industries with the closest contact between workers and customers, including retail, tourism, restaurants, health care, and financial services.” — Harvard Business Review: The Key to Happy Customers? Happy Employees

You Can’t Grow Without Developing Future Leaders

One of the best ways to invest in employees is a commitment to continuous training. There may be no better way to show your appreciation than to help someone on your team grow. And developing the next group of leaders should be part of the growth plan for any business.

How Can I Help You?

I like to help people and organizations, but I have three criteria I consider before taking an assignment – I believe in what the organization stands for, I know I can help, and it looks like fun. If you have any questions, Contact Me. 

Does your business have a  management training plan? Many organizations, large and small, use my book, The New Manager’s Workbook a crash course in effective management, as the basis for their leadership development program. Check it out.

Photo by Tim Mossholder on Unsplash

The post Why You Should Treat Your Employees Like Customers appeared first on Randy Clark Leadership Training.

10 Ways to Differentiate Your Brand

Forty years ago, I managed a shoe store. In 1979 store staff waited on customers, measured feet, suggested styles, retrieved shoes from the back room, removed the customer’s shoes, and then slid the new shoes on their feet. I’m not making this up. The store was in a mall, and between other shoe stores and department store shoe departments, there were 27 places where a consumer could buy shoes. With 27 competitors, how can any single brand stand out? How can you differentiate your brand?

What differentiated us from our competition was we had fun. We threw shoes across the store to each other, joked with customers, and generally had a good time. It was a niche that worked for us. We were one of the top stores, of any type, in the mall. Here are ten ways you can differentiate your brand.

How to Differentiate Your Brand


Create a niche

Like the story above, create a niche that sets you apart. What have your competitors missed in marketing, customer service, or product? Fill in the blanks.

Build trust

Most consumers, whether B2B, NFP, or B2C, are looking for providers they can trust. Let prospects know how long you’ve been in business, share accreditations, training, and awards you’ve received. Publish and post testimonials from satisfied customers.

Solve problems

If you want to capture someone’s attention and set yourself apart from your competition, solve problems.

Reinvent the wheel

There’s a family of fish found in Pacific waters called Slimeheads. Although the fish is rather tasty, there was little demand for it. Let’s face it who wants to eat a Slimehead? There was virtually no market for Slimeheads — that’s until marketers began calling it Orange Roughy.

Be easy to work with

Don’t make potential customers jump through hoops to work with you. Make your website user-friendly and mobile accessible. Teach sales and customer service that the customer comes first. Are you easy to do business with?

Under promise and over deliver

I recently had an excellent customer service experience where the customer service rep informed me the action would take five to seven days. It didn’t take five days. It took three. Had I been told it would be delivered in one day and received it in three, I would have been upset. Delivering the product ahead of schedule made me an advocate for this company.

Let your personality shine

People don’t connect to businesses they connect to people. Add some humanity and personality to your marketing, web copy, and advertising.

Play hard to get

There’s a tortilla restaurant in my neighborhood that has grown from a small shop with four tables to large scale eatery. It’s almost always full. The first time I visited the original shop several years ago, I waited in line and ordered a specialty tortilla only to learn they were out of that flavor.

The counter person pointed out a board with the day’s menu. Next to each type of tortilla was a number. When it reached zero, there were no more for the day. Like I said, they moved to a bigger location, and it’s getting crowded.

Show your expertise

Are you an expert in your industry? If so, share it. Publish content — blogs, case studies, white papers, and guest posts. Create how-to videos. Offer to be an expert for local media, print, radio, and TV. Differentiate your brand.

And the number one answer is, drum roll, please … Unify your brand

Your brand should be instantly recognizable whether a prospect sees a print ad, finds you on LinkedIn, browses your website, or sees your product packaging. Case Study: Unifying a Small Business Brand. 

So, Are You Ready to Differentiate Your Brand? 

Are you ready to take on the challenge and set your organization apart? If so, chose one of the 10 differentiators above and make it happen.

How Can I help You?

I like to help people and organizations, but I have three criteria I consider before taking an assignment – I believe in what the organization stands for, I know I can help, and it looks like fun. If you have any questions, Contact Me. 

Does your business have a  management training plan? Many organizations, large and small, use my book, The New Manager’s Workbook a crash course in effective management, as the basis for their leadership development program. I’m also available to conduct training.

If you liked this you might also enjoy, How to Recognize Your Competitive Advantage.

Photo by Raka Rachgo on Unsplash

The post 10 Ways to Differentiate Your Brand  appeared first on Randy Clark Leadership Training.