“Colleague” or “Competitor”?

To “Friend” or Not to “Friend”

A former client, now friend – we’ll call him Charlie – called me for some advice on an interesting dilemma:  Since Charlie’s recent TV interview has gained a good bit of online publicity, several people from within his industry have requested to connect with him via Facebook, Twitter and Linkedin (like many of us, he also has an active blog and YouTube channel). The thing is, Charlie works in an industry with loads of competition – in fact, in his town alone there must be 100 other companies that do what he does … and they’re all vying for the same local and regional clients. So in Charlie’s small world, “colleague” is often synonymous with “competitor.”

Here is Charlie’s concern:

  • “I’m very selective about whom I connect with on Facebook. I use it mainly for personal stuff. But what if I ‘friend’ someone who steals my business ideas?”

In this post I’ll address his concerns. I expect several of you will feel compelled to chime in. As always, I invite and value your comments.

 

Create Your World

In the social media universe, Facebook, Twitter, Linkedin and YouTube are the big four. Each has extensive privacy controls to make you highly visible to the world, completely INvisible/inaccessible, or something in between. Decide what’s right and best for you. We’ll use Facebook as an example here:

Make the choice:Join Driven to Excel on Facebook

a. my Facebook presence is strictly personal
b. my Facebook presence is strictly professional
c. my Facebook presence is rated “E” for everyone

 

If you choose to go fully public as a representative of your business, give some thought to creating a social media strategy that feels right for you and is aligned with your mission. You could post daily, weekly or monthly updates, sharing videos and articles like I do. Once you’ve made your choice, the path becomes clear and moving forward will be easier. For a live example of these easy-to-follow guidelines, CLICK HERE.

Now that we’ve covered the basics, let’s move on to Charlie’s main concern.

 

I don’t wanna give away my best stuff!

Top SecretSocial media has created an interesting dilemma for many of us, especially [Read more…]

Does Online Video Matter for You?

Leveraging Online Video for Business (Part 2)

Good for you! You’ve chosen to look at leveraging online video for business. So what’s next? Where to begin?

Well, here are 6 quick tips on strategy and best practices…

1. K.I.S.S.²

  • Keep it SimpleFlip Camera

There are a number of easy-to-use cameras on the market. I chose The Flip – not only is it super easy to use, with only 7 buttons and a built-in, flip-out USB connection for your computer, but the video and sound quality are excellent. (When, instead, you decide on wanting a professional to do the taping and editing, contact me. I’ll have some referrals for you.)

  • Keep it Short

As I mentioned in “Part 1,” it seems we all suffer from A.D.D. when we’re sitting at our computers. Before hitting the play button, most of us will look to see how much time we’ll have to commit to watching a video. So keep it short. Anything under 2 minutes seems to be perfect. I do recommend an extended version for those who decide they want to see more of you. Aim for 5 to 10 minutes for the longer version (Note: YouTube limits your uploads to 15 minutes in length.)

2. Be You … Times 5

You can’t fake authenticity. Instead of trying to be someone you’re not, simply embrace the real you. Not everyone is going to “connect” with you and that’s OK. Wouldn’t you rather do business with [Read more…]

2 Compelling Reasons You Should be Using Online Video

Leveraging Online Video for Business (Part 1)

It’s not the future of the web … it’s the NOW

Internet users (that’s you) are watching an average of 186 videos per month¹ … 186! … per month!

A friend called me and said, “I was researching something today, and I just visited about 6 web sites. I’m at the point now where if I don’t see a video on someone’s home page, I’m gone!”

Is he alone? Absolutely not.

 

If a picture is worth a thousand words, then what about a video?

Recently, I was hired by a great company to present and train at their national sales meeting. Although referred to me by another client, the vice president of sales listed her primary reason for hiring me as a 93-second video she saw on YouTube.

 

T.M.I. = A.D.D.

As the hours and minutes in our days seem to lessen, the amount of available information and often distracting messaging continues to grow. How many times have you gone to your computer to do one specific, quick task only to find that 30 minutes or more have passed in a flash? It’s almost as if many of us have A.D.D. when we’re sitting at our computers – quickly losing focus and easily becoming diverted, distracted or sidetracked. There’s just too much information out there.

 

Here are 2 compelling reasons why I believe you should be using video:

1. Three Paragraphs of Text Can’t Compete with a Play Button

Given the choice, most people will watch a 90-second video rather than read 90 seconds worth of text. Did you know reading just one book a year places you in the top 20% of readers the U.S.? In other words, 80% of our population doesn’t even read one book a year². In fact, if just 15% of the people that receive this article in the form of an eNewsletter actually click through to this blog post – and then read it – experts will consider that a “good return.”

And while our society may have lost interest in reading, we’re really good at watching online videos. How good?

• 2 billion videos are viewed each day on YouTube alone
• 24 hours of video is uploaded to YouTube every single minute
• YouTube is now the 2nd most-used search engine in the world (Google is #1 … but you already knew that)
• And, as stated earlier, Internet users are watching an average of 186 videos per month¹

 

Bottom line: Given the option between 90 seconds of reading text on a screen vs. clicking Play on a 90-second video … people are much more likely to watch the video.

Facebook Newsfeed

If you’re a regular Facebook user, do you notice how much more appealing those [Read more…]

Why is Client Loyalty So Rare?

Why is Client Loyalty So Rare?

With Maggie’s car lease maturing, we decided to visit her local dealer. This would be her third new car from the same dealership and she has been a loyal patron of their service department as well. We met with a salesperson (whom we’ll call Jake) for nearly two hours. Jake was seemingly doing many things right. He was personable and attentive, used our names often, offered the test drive and injected occasional witty humor. While his product knowledge wasn’t up to par and he admitted to being with this dealer only five months (and to working for about “twenty other local car dealers”), his outgoing personality and aptitude for client service more than made up for his deficiencies.

Much to our surprise, as we’d only planned to look, we eventually ended up in the negotiation stage of the process. When Jake presented a new lease offer, he explained it as, “A flat deal – we’re not making any money and we’re not losing any money.”

I’ll refrain from getting too deep into the details of what ensued and simply say that within five short minutes Jake’s sales manager was saying, “We haven’t [Read more…]

How to Sift Through a Flood of Job Applicants

Help Wanted — 5 things I’ve learned from interviewing dozens of job applicants

While trying to schedule a telephone interview, one job candidate told me, “Monday will not work at all for me. I start a new job that day.”

Are you kidding me?!

For several weeks, I’ve been tasked with finding someone to fill a brand new position for one of my clients. It has taken this long because we’ve vowed to be incredibly thoughtful about who we decide to hire. My experiences during this process – from developing best practices to meeting new people – can provide valuable lessons for finding that needle in a very large haystack.

Harvard Business School projects that bad hires cost employers three to five times the employees’ first-year salary.

1. Start with the phone

When you post an opening – especially these days – there will be no shortage of applicants. Imagine trying to meet in person with each and every potential candidate. You’d be investing a lot of time – time that you and your team may not have. And you’re flat-out wasting time when candidates fail to show up for interviews. There may not be a need for all that face time. One effective way to sift through the flood of applications and begin the vetting process is to schedule telephone interviews. If an applicant fares well and you have a good feeling, then schedule an in-person meeting. Within about 15 minutes (even via phone) you’ll probably know intuitively whether someone may be a good fit.

2. Don’t call me … on second thought, call me

I asked one candidate to call me at 4:30 pm on a given day. Not only did she call nine minutes past our agreed-upon time, she didn’t even [Read more…]

I know how they got your e-mail address

Your Hijacked E-mail Address

Recently, I received an e-mail that was addressed to me … and 750 other people! Have you ever received an e-mail with a header that looked like the one below?

Actual E-mail Header (names/addresses intentionally blurred)

Ever wonder how you end up on someone’s e-mail blast list? The sender could be closer to you than you realize … a friend of a friend, an acquaintance of an acquaintance, or even someone you’ve met. Here are two primary tactics, how it works, and how to prevent it from happening to you: [Read more…]

Effortless Entrepreneur

The business strategies that made College Hunks Hauling Junk an overnight success

I hope your summer has been awesome! I’m really excited about this e-mail because it proves the power of following through on a dream.

My good friends Nick Friedman and Omar Soliman (Founders of College Hunks Hauling Junk) are celebrating the official launch of their new book Effortless Entrepreneur in a big BIG way!

What they’re doing is essentially giving away the farm because they really believe in the book and the impact it can have on you. (…and so do I or else I wouldn’t be posting this.)

(By the way, I was so impressed by the list of folks who’ve already endorsed this book and I think you’ll feel the same.)

They’re giving away over $2,000 in free gifts when you decide right now to invest in a personalized autographed copy of their book.

Your special Free gifts include [Read more…]

I don’t want to be your “customer”

Acknowledging the Power of Your Words

In my early twenties, I managed a popular chain restaurant – a very successful company with hundreds of locations worldwide. I’ll always remember what our CEO said at that time…

“People are customers until they’ve chosen to enter [our restaurant], at which point they become guests.”

A simple word substitution can help to create a culture shift inside of an organization. Consumers (people) can be thought of differently – more favorably – simply by being thoughtful of the word(s) we use to identify them. Additionally, this can cause a chain reaction. When a patron hears her merchant referring to her as their “guest,” it feels different – much warmer than “customer.” Think for a moment of what each word implies — A “customer” can feel distant (cold) while a “guest” feels connected (warm).

When working with my clients, I advise them to eliminate the word “customer” from their company’s vernacular, if it feels appropriate for their industry to do so. Some recommended replacements are client, guest, patient, fan, or member. If none of these seem to fit, or you cannot seem to find an acceptable and appropriate alternate for your industry, consider using customer, but only as a last resort.

“The difference between the right word and the almost right word is the difference between lightning and a lightning bug.” ~Mark Twain

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How to Eliminate “Experience Wreckers”

Could you possibly be annoying your clients?

Are you annoying your clients or prospects?

Recently, I was waiting for a haircut and couldn’t help but notice an annoying sound – a fuzzy, static-filled radio station. The salon was playing (well, attempting to play) music and its radio reception was terrible. In fact, it was downright annoying and distracting. I gave up trying to read my magazine and found myself thinking, Doesn’t anyone else notice this? Have the owners and employees become numb to it? They must know this isn’t good for business. Should I say something?

Why is this a big deal? A salon’s #1 job is to create an experience for its clients. Whether consciously or unconsciously, we (the clients) are taking in the sights and sounds, smells and textures of every business we enter. All these things – small and large – contribute to our experience. It’s easy to see how static-spewing speakers will make a negative impression. Problem is, many businesses don’t see these annoyances as a big deal. Some may have initially, but then become numb to the problem.

 

Doesn’t anyone else notice this? Should I say something?

I remember having dinner with friends on the patio of a nice local restaurant a few summers ago. We couldn’t believe how heavy and, therefore, how loud their big iron patio chairs were. Every time we – or any other patio guests – scooted our chairs in our out, it was like nails on a chalkboard. Big, heavy, iron nails. All we could do was laugh at how ridiculous – and preventable – this was. What an oversight!

Movie theaters have caught on…

What do your clients have to overcome –or endure — in order to fully experience your company and its products or services?

Take a cue from movie theater owners. They understand the seriousness of “experience wreckers.” Over the years, we’ve seen theaters become more soundproof, so you don’t hear the action thriller playing next door while you’re trying to enjoy a romantic comedy. We now enjoy an unobstructed view of the screen because the owners installed expensive tiered seating. They’ve even created clever and entertaining ways of telling us to silence our own cell phones.

Here are a few more annoyances you may have experienced for yourself:

  • A wobbly table and/or chair
  • Trouble finding a company’s phone number on its website
  • A busy front door that slams shut each time, instead of closing gently
  • A ceiling fan blowing cold air directly on you
  • An offensive odor
  • Overhearing inappropriate language from employees
  • Sun in your eyes from a poorly shaded window
  • A shrill, constantly-ringing business telephone
  • A cold rush of air every time another patron enters
  • A loud electronic door chime
  • Sticky floors
  • And, perhaps worst of all, deafening silence

 

What do all the above examples have in common?

[Read more…]

Business Leadership & Social Media

Understanding, Harnessing and Leveraging the Power of Social Media for Business Leadership

If 80% of success is showing up, then how are you and your company showing up … online? Do you keep hearing about “leveraging social media for business” but see challenges in connecting the dots? And what’s your social media policy for the workplace: do you discourage it or embrace it? Does your website fall into the category of static … or is there some level of freshness and interaction?

Social Media is not the future of business leadership … it’s the now.

The Compelling Numbers

300,000 = the number of new Twitter users EACH DAY!
400,000,000+ = the number of Facebook users
60,000 = the number of people you are 2 degrees from, on Linkedin, with only 250 connections
70% = the number of Facebook users outside of the United States
2,000,000,000 = the number of YouTube Videos viewed EACH DAY
24 = Hours of Video uploaded to YouTube each MINUTE
35+ = Fastest Growing Age Group on Facebook and Twitter [Read more…]