Randy Clark's Blog, page 8

How to Improve Your LinkedIn Networking

As I outlined this post about LinkedIn networking, I became aware of several recurring themes in my blogs. One is that I’m not an “expert” on every topic I write about. I’m not as effective at LinkedIn networking as I could or should be. Wait—what? You may wonder why I would write a blog on any subject where I need to improve my skills. Knowing what to do and doing it isn’t always the same thing. Before I give the wrong impression, I’ve made valuable connections on LinkedIn, found like-minded people, added customers, and made new friends—I just need to do it more.

How to Improve Your LinkedIn NetworkingCreate a Professional Profile

LinkedIn isn’t Facebook. It’s a professional network. Don’t post an image of yourself at the beach—not appropriate. A professional headshot is the best, but if that’s out of budget, don’t omit an image. Put on your dress duds and have a friend take the best smartphone shot possible. Some will advise you to list all your work, internship, and volunteer experiences, and I would agree—if you’re looking for a job, but if you’re looking to attract customers, a more focused approach may be more effective. My point is to understand who you’re attempting to reach and share what best fits their interests.

Your business life is active, and your profile should be too; update your profile as often as your career and needs change.

Earlier, I said LinkedIn is a professional network, but that doesn’t mean you shouldn’t share a little about who you are. Listing your hobbies and interests may help you connect with businesspeople on a more personal level.

Add to Your List

Continue to develop connections. Remember when you added people from your contacts, email, and other networks? How many people have been added to those lists since you uploaded them to LinkedIn? Is it time to update?

At least once per month, review LinkedIn’s More profiles for you, People you may know, and Grow your network and then add the people you do know. Reach out to customers, vendors, and others in your industry and add them. Business in the 21st century changes fast. More than ever, today’s competitor may be tomorrow’s customer, and your contact at a small firm may end up as a decision-maker at an organization you’ve always wanted to connect with. Wouldn’t it be sad if you lost touch with them and didn’t know?

Don’t Spam

Please. No. Auto-responses. When you accept an invitation to connect, reach out with a personal message. (I’m not throwing stones here; there have been times I’ve been too busy to send a message, but I try to make it up with a personal touch later.) Thank them for reaching out, remind them of connections you share, and ask how you can help.

Groups are important, being in the right groups more so. Limit your group involvement to those fitting your business and personal interests. Just because somebody else joined a group or you were invited to join doesn’t make it a good fit. Joining too many groups limits your ability to contribute and participate and may be counterproductive.

In group discussions, talk to people, not at them. Don’t hijack the conversation, and try not to get on your soapbox (that’s a hard one for me).

Don’t use LinkedIn solely for promotion; take the time to like, comment, share, and converse with others. Be real. Never lie, and that includes misleading through exaggeration or omission.

If a friend requests a connection to someone you don’t know well or feel uncomfortable connecting, don’t do it.

LinkedIn isn’t the place to brag or humble brag too much. Let others do it for you. It is the place to announce milestones such as educational achievements or promotions. That’s not bragging; it’s sharing information.

Take it Offline

If you know anything about me, then you know I believe nothing takes the place of meeting face-to-face. It’s not always possible; I may never meet my LinkedIn friend from Tel Aviv in person, but when it’s doable, meeting in person adds another level of connection that’s difficult to replicate on the internet. Take the time to schedule a coffee, learn what events others attend and join in, or, if it’s appropriate, visit their workplace.

Networking on LinkedIn isn’t much different from networking anywhere else, online or offline. It begins by reaching out, responding like a real human being, and, most of all, by doing what you already know you should be doing.

Are You a Good Networker?

I’d always considered myself an effective networker. I’m friendly, easy to talk to, and I’ve never met a stranger. However, none of that makes me a good networker. It makes me outgoing. If I wanted to be the most effective networker I could be, I needed a plan. That’s how my networking workbook, Help Networking started.

My plan probably won’t be your plan. That’s why throughout the book there are worksheets, checklists, and simple CTA’s. Use these to create a networking plan that fits your needs.

If you enjoyed this post you might like Is Social Media Making Us Antisocial?

Photo by Abid Shah on Unsplash

 

 

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Warm Up Your Cold Calls

Do you warm up your cold calls? At one time I didn’t. Several years ago, I collaborated with a client on developing a B2B (business-to-business) telephone cold call presentation. We tracked the results and discovered several things, not the least of which was that warm calls made a huge difference. Whether it’s a telephone call, Email blast, or social media message, these observances still hold true.

Warm Up Your Cold Calls  Targeting the audience mattered. Some industries were more open to conversing about their needs.Leads were difficult to generate. The best we could muster on cold calls was an appointment rate (appointments to connects) of 3.4 % of the calls.Make it easy for the prospect. The best results were obtained with a presentation geared toward the prospect’s specific needs.Build trust through an introduction. An outside introduction took the appointment rate from 3% to more than 20%.Target Your Audience

Although the client I worked with on cold calling had products that fit nearly any organization, we did much better when we focused on specific industries. We identified the businesses’ top 100 customers from the previous year and found more than 75 % were from one industry. When we put all our efforts into contacting organizations from that industry our numbers improved.

Leads Aren’t Easy to Get

Before we began, I informed my client that reaching 5% confirmed leads would be outstanding. I didn’t want them to be disappointed or give up before we got started. Not meeting unrealistic expectations is a sure way to stymie any new venture.

Think Prospect First

The presentation we developed was more of an outline than a word-for-word presentation. I wanted the staff to be able to respond to prospects’ needs as a human being, not like a scripted actor or robot. The presentation began with an introduction, the person’s name, and the company, and then we asked permission to speak. Some simply asked if the prospect had a moment to talk. I used, “Am I taking you away from 100 things? Do you have a moment, or would another time be better?” If someone is busy, they’re not going to listen to you; they’re looking for a way to get rid of you. If someone gives you permission to continue, there’s a much better chance they’ll listen to what you have to share. Next, we asked the prospect about their needs, what problems they faced, and how we might help.

Name Dropping Works

As I mentioned earlier, an introduction, a warm call makes all the difference. But how do you procure introductions?

Ask Satisfied Customers to Help You

Do customers thank you for superior work, solving problems, servicing your product, or correcting a mistake? When they do, what do you say? “No, I thank you!” OK—nothing wrong with that, but you need to take it one step further. When your customer thanks you for the great job you and your company did, it’s time to ask for referrals. Look your customer in the eye and say, “Thank you. We try our best to meet our customers’ needs. May I ask who you know that might use our services and deserves to be treated this way?” I’m not big on verbatim scripts, so put it in your own words, but take the time to ask.” Here’s more: How to get more leads without working any harder.

Share Reviews

If you have good reviews from industry leaders, share them. “Are you familiar with Mary Doe from ABC Company? May I share what she had to say about us?”

Use Social Media

All social networks have the potential to help your business. However, I’ve found LinkedIn to be the most productive social network for gaining business introductions. At least once per month, review LinkedIn’s People You May Know and add the people you do know. Reach out to customers, vendors, and others in your industry and add them. Business in the 21st- century changes fast, and young people expect to change jobs. More than ever, today’s competitor may be tomorrow’s customer, and your contact at a small firm may end up as a decision-maker at an organization you’ve always wanted to connect with. Wouldn’t it be sad if you lost touch with them and didn’t know?

Networking Events  

Would you like to know what question I ask at networking events that has garnered me countless introductions? Before I ask my question, I introduce myself and get to know a little about who I’m talking to. Then, I ask, “What person, business, or industry would you like to be introduced to?” Most of the time, people reciprocate and ask me the same.

Let Me Introduce You

If you want to improve your lead generation numbers, quit making cold calls and concentrate on asking for introductions. We’re all looking for businesses and people we can trust. One of the best methods of building a trusting business relationship is to begin it with an introduction. So, let me ask you, how can I help you warm up your cold calls?

New Age Consulting

When I was younger, I used every sales trick in the book and even invented a few. I used these tactics to sell and taught others how to dupe a customer into buying the product I wanted to sell, which was only sometimes what the consumer needed. I’m not proud of my early years in sales. I was “that” Salesperson.

Eventually, I learned that helping customers rather than “selling” them built lasting relationships. It not only made good business sense, but it also felt good. It was the right thing to do. Are you ready to do the right thing? Do you want to learn how to be a compassionate sales consultant and increase sales while building your customer base? If so, read this book. How to Sell Without Becoming “that” Salesperson

If you like this post, you might also appreciate 5 Things Top Consultants Do.

Photo by Berkeley Communications on Unsplash

The post Warm Up Your Cold Calls   appeared first on Randy Clark Leadership Training.

Who’s Going to Write Your Business Blog?

So, who’s going to write your business blog? Let me begin this discussion by telling you who shouldn’t write your blog. If someone must be talked into writing, they may not be the ideal candidate. Sounds obvious, doesn’t it? But it happens, and the reason it happens is managers think because someone is qualified, they’ll want the job. Forcing someone to take on a task they don’t desire, although not recommended, works in some cases, and it may work for some creative pursuits, but the odds are against successfully demanding someone to create content. Look for someone who wants to write.

4 Blogging Possibilities Team effort

Last year, I facilitated a brainstorming session with six members of a corporate marketing team. I was there to help develop a blogging strategy to deliver quality content consistently. When we talked about topics, it became apparent that four of the six had topics they were passionate about. We asked them for ideas and then asked each if they wanted to write their idea as a post. They were enthused about the opportunity.

Solo

In my last full-time position, I published content for a corporate blog. I loved to do it, and I was privileged to have the time to write, edit, and publish six new posts per week. Is there one person in your organization who has the ability and time to write, edit, and publish a minimum of one new post per week? Would they appreciate the opportunity? Can they be afforded the time to write? If so, you’ve found your writer.

Outsource

I have written posts for business blogs both under my name and as a ghostwriter. I have friends who write scores of posts every month. A professional copywriter can provide you with quality content that fits your brand, but good content isn’t cheap. If you find a cheap writer—there’s a reason.

Interns

Interns should only be given the being responsibility of creating corporate content if they’re given direction. Unfortunately, interns and entry-level employees aren’t always given the help they need when given the writing task. Let’s face it: An intern doesn’t know one-tenth of what you know about your business and industry. You need to train and inform them.

Share blogging expectations, including writing style, layout, and publishing schedule.Meet regularly to discuss topics and ideasProofread all submissions before publicationOffer continual feedbackWho’s Going to Write Your Business Blog?  

There’s no single answer to the question of who’s going to write an organization’s blog. It could be your best answer is using all the above.

How Can I Help?

Let me know if I can offer any help or advice. 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 to create a blogging/writing system that works for you.

If you enjoyed this post, you might like How to Make the End of Your Blog Post a Beginning.

Photo by Unseen Studio on Unsplash

 

The post Who’s Going to Write Your Business Blog? appeared first on Randy Clark Leadership Training.

What Is a Lie?

So, what is a lie? Sounds like a silly question, doesn’t it? I mean, a lie is an untruth; it’s when you … lie, right? I think it’s more than that, especially in business. Too often in business, we excuse ourselves from lies.

What Is a Lie?Is This a Lie?

Whether at home or the office, if you commit to something and then don’t follow through, is that a lie? I think it is. However, in business, I too often hear, “That’s just business,” “Sometimes it happens,” “I had other priorities,” or some other such nonsense. The bottom line is that if you or I commit to something and don’t follow through, we lied. There should be no excuse for it, and here’s why. When we excuse ourselves for bad behavior, it’s much easier to repeat it.

How About This?

If someone doesn’t tell you the whole story or omits information, is that a lie? If it’s done purposely, yes, it’s a lie. We’ve all seen this done to get the sale, and many of us have probably done it. The worst part is that if you get the sale or make the connection without divulging all that can or will happen, it seldom ends well.

So, Why Does this Happen?Why does this happen to start with? As I mentioned, we excuse ourselves from telling lies because of the “that’s just the way it is” BS, but sometimes, it’s unintentional.We agreed to something before we checked with everyone on the team. I’ve seen this happen. One person commits to something and then a week later tells you the VP of whatever didn’t like the idea. Sorry. So, before committing, be sure you have the authority and speak for the entire staff.Sometimes, we jump too fast and need to think our commitment through. That’s when someone comes back to you and explains that it’s more work, time, money, or whatever they thought it would be. Sorry, we can’t follow through on the commitment, but you know, that’s just business, right?The worst is when someone never meant to follow through with their commitment to you but didn’t have the courage, respect, or consideration to tell you no.

Before you commit to something, ask yourself, “Can I follow through with this? Will anyone on the team object? Do we have the resources?” If you’re not certain, don’t commit. Tell the truth, such as “I need to consult the team, check resources, or think it through.” If you don’t and back out of your commitment, it’s not just how business works. It’s because you are a liar.

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. 

So, does your business have a management training plan? Because if not, 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. It might help you stop putting off what you want to do.

If you liked this post, you might also enjoy Leaders vs Commanders: Which Approach Drives Success?

Photo by Pawel Czerwinski on Unsplash

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Words to Avoid on Business Social Media

Yes, there are words to avoid on business social media. Before anyone gets their panties (don’t use panties – it’s sexist) in an uproar, this post is for social media marketers. It’s not about anyone’s personal social media accounts. On your private networks, say what you want; if I or others don’t like it, we’ll unfollow you. However, it’s different on an organization’s social networks; the purpose of business social media accounts is to attract an audience, not to chase them away by using language which may be offensive.

Words to Avoid on Business Social Media Curse Words

This is easy; don’t curse. Do not use slang for body parts or functions. And do not take the Lord’s name in vain, and that includes OMG. You might think I’m going too far with OMG, but unless you mean, oh my gosh, there are folks who are offended by it, so why take the chance?

Sexist Words

The helpful staff member on an airline isn’t a stewardess; they are a flight attendant. What do you call a female engineer? You call her an engineer. Has anyone ever said career man or working father? If they have, I’ve not heard it. If you’d like to learn more about what not to say and what to do about it, go here: Everyday misogyny 122 subtly sexist words.

Political Words

Regardless of your target audience, taking a political stance will cause you to lose some of your customer base. I don’t only mean that you should avoid supporting a political party or agenda but also political phrases. Avoid terms such as liberal, right, and alt-right. And unless you market political campaigns, stay away from lame duck, gerrymandering, redistricting, and other political terms.

Outdated Words

If you say Xerox when you mean copy, dungarees for blue jeans, and pocketbook for purse, you’re showing your age. And nobody “tapes” a show anymore.

Uncool Words

The most uncool words are those that at one time were cool, such as … cool. Don’t use bummer, totally, or downer; instead, explain your disappointment. Unless you’re Cartman cut out “Sweet!” and it actually would be awesome if you stopped using actually and awesome.

It’s Only a Word, Right?

(Yes, using right to solicit an agreement is becoming uncool). A word is much more than a word. Words elicit emotion, create tension, and send a message. Be sure your business accounts aren’t sending the wrong message due to one or two poorly chosen words.

Before your next business social media post, stop and think: are my words sexist, outdated, uncool, political, or disgusting? And if they are, you might be pushing prospects away from your brand rather than attracting them, and that’s a bummer, dude, right?

New Age Consulting

When I was younger, I used every sales trick in the book and even invented a few. I used these tactics to sell and taught others how to dupe a customer into buying the product I wanted to sell, which was only sometimes what the consumer needed. I’m not proud of my early years in sales. I was “that” Salesperson.

Eventually, I learned that helping customers rather than “selling” them built lasting relationships. It not only made good business sense, but it also felt good. It was the right thing to do. Are you ready to do the right thing? Do you want to learn how to be a compassionate sales consultant and increase sales while building your customer base? If so, read this book. How to Sell Without Becoming “that” Salesperson

If you like this post, you might also appreciate, 5 Things Top Consultants Do. 

Photo by Sara Kurfeß on Unsplash

 

The post Words to Avoid on Business Social Media  appeared first on Randy Clark Leadership Training.

How to Talk with Customers Face-to-Face

Have you ever really thought about how to talk with customers face-to-face? I think many of us, myself included, take it for granted. However, how we say words, our intonation, inflection, body language, and facial expressions may mean more than the words we say.

How to Talk with Customers Face-to-FaceSmile

It’s hard not to be cheerful when you smile; try it. Isn’t that how you want to greet customers?

Make eye contact

People don’t trust people who don’t make eye contact. It sends a signal that something is wrong, and that doesn’t seem like a good message to share with a customer, does it?

Use lowered inflection

Lowered inflection is what we use when we’re confident. Our voices begin on a higher note and descend. The opposite, rising inflection, is when your voice begins low, and the notes rise as you speak. Rising inflection can put people off because it denotes a lack of confidence or questioning.

Remember names

People like to hear their names. It feels personal, and it builds trust. If you want to remember a prospect’s name, repeat it as soon as you can, for example, “Nice to meet you, Bill.” Or “What do you think, Jennifer?”

Be precise

Don’t ramble. Get to the point. Don’t tell people how the clock was built when they ask what time it is.

Speak clearly

Never talk while chewing gum, eating a sandwich, or drinking a cola, and try not to mumble.

Avoid slang

Speak professionally, be a businessperson, don’t say ain’t. Don’t use text talk.

Never be inappropriate

That includes humor. I was walking at a trade show with a friend when a young man in a booth hollered, “Hi, Beautiful!” to my friend. She said rather curtly, my name is Becky,” and walked away.

Never be rude

Don’t be short with people or dismissive; never react angrily.

Don’t be snarky

Talking with a customer isn’t the time to use snarkiness, even if you’re trying to be funny.

Don’t let negative emotions show in your voice

If you’re upset or angry, don’t let it show in your voice. Take a deep breath and keep a smile on your face and an even-toned voice.

Set the Tone

By sharing a friendly smile, repeating a prospect’s name, and speaking in confident tones, you can win the ear and the trust of prospects. And isn’t that the goal?

New Age Consulting

When I was younger, I used every sales trick in the book and even invented a few. I used these tactics to sell and taught others how to dupe a customer into buying the product I wanted to sell, which was only sometimes what the consumer needed. I’m not proud of my early years in sales. I was “that” Salesperson.

Eventually, I learned that helping customers rather than “selling” them built lasting relationships. It not only made good business sense, but it also felt good. It was the right thing to do. Are you ready to do the right thing? Do you want to learn how not to be a compassionate sales consultant and increase sales while building your customer base? If so, read this book. How to Sell Without Becoming “that” Salesperson

If you like this post, you might also appreciate 5 Things Top Consultants Do. 

Photo by Clay Banks on Unsplash

 

The post How to Talk with Customers Face-to-Face appeared first on Randy Clark Leadership Training.

Where to Find Post Images that Aren’t Boring

Where to find post images that aren’t boring is essential because every single published post needs at least one image. Images move people. A picture speaks a thousand words. People expect pictures. A post with an image looks more professional. You need to find post images for every blog you publish.

Where to You Find Post Images

I’m not a designer or photographer, yet I post images for four blog posts every week. I concluded that images don’t have to be perfect. People are tired of seeing the same stock photos over and over, and if they’re not the same photo—they feel the same. People prefer real to staged images. Here are a few of the strategies I use.

Repeat headers

I’ve shared Top Ten lists, FAQs, Tech Talk, and other posts on a regular basis. The designer created headers for each. I reuse them every time I post under those titles. For example, for one organization I write for, I interview employees. I use a Team Talk header as the featured image. I may also add secondary images within the post.

Free photos

I currently use two free photo apps. I’ve used others in the past. Some disappeared. Some changed. So, rather than linking to any free photo services here, my best advice is to Google free photos, note what’s currently available, and then play with a few of them to find one or two you like.

Use your smartphone

Smartphones take great photos, and how much more real can you get? I take a lot of photos and never thought about using them for a blog until one day, I needed a photo of a butterfly. So, I had a close-up shot of a butterfly I’d taken in my flower garden. I sent it to one of my marketing teammates, who ran it through a few edits—and it worked! I thanked him for the edits, to which he replied, “It didn’t take much. You could’ve done it.” He showed me what he’d done, and he was right. I could’ve done that, and you can too.

Several photo editing apps are available; I like Instagram’s photo editing features and crop photos in WordPress.

I’ve learned to take advantage of opportunities. When I see an interesting or unusual shot, I take it regardless of whether I have a post in mind. I’ve photographed an old multi-colored brick wall, an “Open” flag flapping in the wind, old signs, and more. I’ve used many of these photos, and occasionally, the photo inspires a blog post.

Recycle images

As of this writing, I’ve published more than 2000 posts. It hit me that using 2000 images, each used only once, was a waste of resources. I began researching past images and often found previously used images that were appropriate for new posts. I don’t always use them, but they’re another viable resource.

What About Paid Services?

I use a paid service provided by an organization I write for. Too often, I’ve found stock photos that are overworked, predictable, and boring. (Maybe I needed to look harder.) Using other resources such as free photo apps doesn’t mean you won’t be predictable and boring—it means you won’t pay someone to be boring, and you may be surprised at what you can find and create that is new, fresh, and intriguing. How do you find images for your blog?

 How Can I Help?

Let me know if I can offer any help or advice. 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 to create a blogging/writing system that works for you.

If you enjoyed this, you might also like, What Makes a Blog Attractive to Readers?

Featured Image by Brian Cragun from Pixabay 

(I’ve used this image before.)

 

 

 

The post Where to Find Post Images that Aren’t Boring appeared first on Randy Clark Leadership Training.

Should Your Business Solicit Testimonials?

This could be the shortest blog post ever. So, should your business solicit testimonials? The answer is yes. Well…that about sums it up. Thank you for your time. What’s that you asked? Do you want to know why, where, what, and  when? OK.

Should Your Business Solicit Testimonials?Why?

I  was working in marketing for a company when they had a complaint posted on Facebook. We immediately reached out to the individual but received no response. We attempted to contact them but found no listing of this person in our customer file. The review mentioned a competitor by name in a positive light. All of this caused us to question the legitimacy of the complaint. Since a business at that time couldn’t delete Facebook reviews, I asked four customers to post reviews sharing their experience working with TKO Graphix. All were positive. After the four were posted the poor review scrolled to the bottom of the list and eventually disappeared (we assume it was taken down by whoever posted it.) Balancing a negative review is only one reason. Testimonials from advocates are becoming the marketing initiative of the future. Consumers trust their friends, acquaintances, and other consumers more than advertising spin. Connecting prospects with satisfied customers may eventually be more important than advertising or any other form of marketing.

What?

Not only good reviews but reviews sharing challenges you’ve faced and mistakes you’ve corrected. Lessons you’ve learned and what failure has taught you. If reviews never share the trials and tribulations of doing business consumers may wonder if the reviews are real; genuine companies are perceived as more trustworthy. Who would you rather do business with a company that has never admitted to a mistake or one that shares mistakes and how they rectified them?

Where?

Share testimonials on your website, blog posts, and social media networks. I recently posted a review on Amazon for a book I thoroughly enjoyed. The author made it easy for me—he shared the Amazon review site link. Make it easy for your advocates to share by linking where and how to post reviews. For example, Google Review Support or Write a Yelp Review.

When?

A service company I worked with received a poor rating on a business review site. I went to the review provider and explained the company had never met the person who complained; had never given them a quote, and hadn’t done work for them. The organization had received one phone call from the irate consumer requesting an in-home estimate, unfortunately, the company wasn’t available at the time requested. The prospect refused to consider another time. The potential customer gave the business the lowest rating possible, which brought their overall standings from an A to a B. The service directory said there was nothing they could do. I advised the company to solicit testimonials for this site. They did, and it worked.

Another Voice

My friend, Chris Theisen added this. “Asking for reviews or testimonials is a great strategy to not only help prospects make decisions on whether or not to do business with you but it’s also a great way to get feedback on less-than-optimal experiences. You can use the feedback to better train your staff and alter your products/services to improve your business.

You should solicit each customer after every purchase as part of your follow-up communication after a sale. It can be automated surveys or emails with links pointing to places people can review you, or as low tech as a postcard or leave-behind after the sale with info printed on how to review the business.”

Give Consumers What They Need 

Today consumers and businesses alike vet companies online before making contact. Give potential customers the content they need to choose your organization by seeking and sharing testimonials. Not only should companies solicit reviews from customers, but it should also be part of their marketing strategy. Of course, to be able to ask for testimonials you must offer a superior product and outstanding customer service. Do you request reviews from your users?

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.

Are You in Sales Management?

Are you leading people or managing projects? Do you set goals based on activities to continue, eliminate, or improve or do you strictly look at the results? Do you believe one sales strategy fits all your clients and all your sales team? If so, you’re walking the streets I paved, and those streets lead to disappointment. The good news is if you recognize these behaviors in yourself, you can change. I did. I eventually became a highly effective sales manager and so can you. This workbook is the place to start. The New Sales Managers Workbook

Photo by Campaign Creators on Unsplash

 

The post Should Your Business Solicit Testimonials? appeared first on Randy Clark Leadership Training.

How to Create a Customer Service Survey

How to create a customer service survey that works begins with knowing you organization. For example, from 1997 to 2010 I worked for a home remodeling company. At that time, the company grew to be one of the fifty largest home remodeling companies in America. More importantly, we were recognized locally and nationally for outstanding customer service. The home remodeling industry isn’t known for customer service—just the opposite, yet this organization was the only company of any type to win the Central Indiana BBB Torch award for outstanding customer service for four consecutive years. Want to know how we did it?

How to Create a Customer Service Survey that WorksIt Starts with Product

To begin with, we offered outstanding products, installed by trained company employees, with a dedicated service department. It starts by providing a superior product; nothing customer service can do will compensate for inferior products or poor service. If you have inferior product or service you don’t need a survey. You already know what you need to do.

Follow Up

We followed up on every installation and service call. Installation managers would inspect jobs before, during, and after the installation. Service people surveyed the customer after every service. The administration followed up with a phone call within three days, and we mailed or emailed a survey. However, it didn’t end there. We also followed up on any and every less-than-positive response to a survey. Sounds like a lot of work, doesn’t it? Yes, it is, but during my time there, the company increased its net volume more than twelve times. Much of this was due to the reputation we established.

Creating a Survey

A customer service survey will vary by product, industry, and target audience. A survey that may work for a B2C service provider, such as a remodeling company, might not fit the needs of a B2B vendor or a not-for-profit organization reaching out to donors. Each survey should be custom-made to fit the organization. With that in mind, here are two keys to creating a customer survey that works.

Keep it short and simple

First, limit the survey to five questions or less. The questions should center on product, service, professionalism, communication, and responsiveness. Not only should you limit the number of questions, but each question should also be concise. How much time does any consumer have for a survey? Keep it simple.

Don’t use leading questions

A closed-in question limits responses to yes or no. For example, “Did you like our service?” Regardless of the answer, you need to know what’s most important, which is why. A closed-in leading question is worse, “You liked our work, didn’t you?” Use open-ended questions such as, “How would you rate our service and why?” or “What would you suggest for improving our product?” If you’re going to share ranges such as one being great and five being unacceptable, leave room for comments on every question.

Get to the Goal

The reason for a customer service survey isn’t to justify activities or pat yourself on the back; it’s to grow your business by identifying areas of improvement as well as strengths to solidify and repeat. And that leads to what should be the primary goals of customer service, which are to reduce costs by decreasing mistakes and increase business by developing product advocates.

Example Customer Service Survey

Thank you for completing this survey. We’re looking for ideas to make our organization the best at customer service and want your input. You may not have an answer to every question—that’s fine; give us the opinions and suggestions you do have.   

What was your customer service experience with our organization?How could we improve customer service?Throughout the process how was our communication with you?How responsive were we to your needs?One being great and five being unacceptable; how would you rate our overall professionalism?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. 

So, does your business have a management training plan? Because if not, 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, 10 Business Social Media Good Manners to Follow

Image by Shafin Al Asad Protic from Pixabay

 

The post How to Create a Customer Service Survey appeared first on Randy Clark Leadership Training.

Content Isn’t King Usefulness Is

Content isn’t king usefulness is. Useless content isn’t king, and content isn’t the only way to be helpful. Want an example or two? SitOrSquat: Restroom Finder from P&G product Charmin Bathroom Tissue isn’t content, but for a mom who needs an accessible and clean bathroom immediately, it certainly is useful. Moms and others appreciate and remember Charmin for this. Want more? The 101 Most Useful Websites.

Creating Useful Content 

“Gearing up to create your next piece of marketing content? If you want it to stand out from the rest of the noise on the internet, you have to be focused on producing something both delightful and engaging. That said, there’s some planning to be done before you jump right in. What’s the purpose of this piece? Where can you fit in credible data and examples? Who’s gonna edit it once you’ve written — and rewritten — your draft? How do you plan to spread the word about it so, you know, people actually read it? You need a strategy.” — Hubspot: How to Create Useful Content: 12 Steps to Follow Every Time [Infographic]

Content Isn’t King Usefulness IsUsefulness Isn’t Limited to the InternetCollateral Material

If usefulness is king, what else is useful? Not long ago, I observed nearly every attendee referring to their printed conference schedule while attending a conference. This brochure outlined all the presentations. People didn’t go online, they went on-table. It’s because they’re helpful.

At the same conference, a speaker pronounced collateral material as DEAD. He listed reasons why print marketing material was no longer a productive marketing method. At the end of his talk, during a question-and-answer session, I raised my hand and asked if I could ask the audience a question. The speaker said of course. I asked the attendees to hold up their printed schedule if they used it to track sessions. More than 200 people raised their brochures. The printed piece was useful.

Promotional Products Work When They’re Useful

According to the Promotional Product Association International, “The main reason for keeping a promotional product is usefulness. Recall of the advertiser and message behind the first promotional item recalled are very high … 88% recalled the advertiser from a promotional product received in the past 12 months. When it was something useful.“ Sharing useful branded promotional products is effective marketing.

Usefulness is King, and that Includes Useful Content

I advocate content marketing and believe it’s one of the most effective ways to connect with consumers, B2B or B2C. My blogs alone have introduced me to thousands of visitors. And although not every post will succeed, I strive to share useful content.

How Can I Help?

Let me know if I can offer any help or advice. 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 to create a blogging/writing system that works for you.

If you enjoyed this, you might also like, What Makes a Blog Attractive to Readers?

Photo by Megan Watson on Unsplash

The post Content Isn’t King Usefulness Is appeared first on Randy Clark Leadership Training.