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Posts Tagged ‘success’

Gracie ‘Gets It.’

14 Jul
BeckyCortino.com Customer Service CommunicationIn most small businesses and service organizations, employees operate on the front lines of customer service, directly interfacing with the customer. They are the official company representative for your business. They are the smiling face and friendly voice your customer sees and hears first.

One of the best examples of this is the wait staff in a restaurant. Everyone knows if they received good service — or not, although some customers come in with their troubles of the day, or expectations that may never been met by any human effort. Regardless of how they arrive at the dining establishment, a professional, service-minded staff will seek to allay those troubles and provide a satisfactory dining experience for their patrons.

Key elements of excellent customer service:

  • Knows the product inside and out. If never experienced personally, is attuned to customer feedback to advise accordingly.
  • Builds relationships and a loyal following by a strong bond with the customer, forged through good communication skills, empathy for others and by placing the customer as their number one concern.
  • Knows how to help solve problems as they arise; while adeptly aware how and when to upsell, as appropriate.
  • Makes doing business or receiving the product or service “easy” for the customer. Takes a proactive approach to serving the customer, by applying the leeway given to them to “make it right,” providing a satisfactory shopping or dining experience.

Customer Service and how the customer is treated on behalf of your business or establishment is important any time, but especially when business isn’t so great — wouldn’t you agree?

Keeping the business coming to you in the form of loyal customers is far easier and much less expensive in the long-run, than having to constantly develop new business and attract new customers on an ongoing basis.

Gracie ‘Gets it.’ Do you?

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Posted in Business Building, Marketing & Sales, Organizational Success, business tools

 

Overload: When it all becomes too much…

28 Jun

BeckyCortino.com Atlas HiTechMost agree these are noisy times. The constant flow of information gushing out on a myriad of channels contribute to this glut.

At first glance, this condition might not seem to be a difficult situation. In fact, the ready availablity of  so much great  information at any time of the day or night might seem beneficial for anyone on a quest or armed with a need-to-know-to-now mission. 

The possibility of information on many channels is enticing indeed. Anyone wanting to learn more, research, study or “watch” can do so through a growing selection of ’channels’ or streams of information constantly ebbing and flowing.

A flip side and contributing factor to this deluge is sharing information through interactions and producing content, on an ongoing basis. These activities kick things up a notch for everyone who is involved. 

Recently, 3 personal contacts of mine chose to take time away from the grid. Due to the overload they were experiencing, all took time to stand back and evaluate. The result was a redesign of their individual strategic approach to active involvment. Wise choices for each!

It’s easy to be sucked into the vortex of Social Media and the vacum of media or content production, ignoring all else. It can become life! Overinvolvement can lead to missing out on the joys of real life – unplugged. 

Of course ‘joys’ and our own “successes” are defined by our personal preferences. Our success is outcome-based on choices we make. Choices resting on the solid foundation of established priorities and goals, help lead us in the direction of our dreams and the life we want to live — or not. If no action is taken to advance in that direction, it’s easy to figure how progress is not made.

Time away — a respite is good. It clears the mind, refreshes and gives time for creativity to be restored. A rest from the usual demanding pace inspires new ideas. Conventional wisdom assures us that strategic actions taken over a period of time will eventually at least head us in the direction of our goal, so a needed break does not hinder the process.  

For many of us, our work and interactions online are integral parts to our business model, so working smarter not harder is key. How to do this often eludes us. For some, this is the first time ‘work and life’ have blended, with home-based businesses. 

A lot of us talk about this. How are you handling this, in your work and life? Is it working for you? 

Effectively harnessing information channels, work strategies and what this overload really means will be addressed in a series of articles featuring time mangement tips and ideas to increase your productivity and effectiveness. 

In the meantime… here’s a great article on: Why Relaxing is Such Hard Work

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Posted in New Media, Social Media Marketing, Work Smart

 

Stuff Happens: Make Plans

19 May

BeckyCortino.com ClockHere is Now.

“Time keeps on slippin, slippin into the future,” as the song goes…

“Stuff” happens. You’ve seen the proverbial bumpersticker that’s been around forever sporting a message along these lines, haven’t you? Sure you have.

It’s a recognized fact, isn’t it? It’s a frequent topic of conversation, and sometimes even the butt of a bad, sad old-old joke that isn’t really even funny. Nobody’s laughing.

So why then, are we caught off guard when it appears? When it rears it’s ugly head and ruins our plans or digs a hole into our pocket? Truth is (as truth is) it is an ever-present possiblity. Often – it’s stark reality.

What to do when stuff happens has a lot to do with your take on the situation:

  • You must believe enough in yourself and your idea, be self-sufficient, resilient, clever and far-thinking enough to hedge your bets, leverage your assets, dig-in and prepare for the unexpected. It’s preparation for the unknown with a thought-out strategy, a plan to get from this step to the next.
  • Planning ahead is an integral part of any business plan, and has real-life implications. In communications, it’s a Crisis Communications Plan or procedure. In agency work it’s called contingency fees, and in life it’s called putting a little something away for a “rainy day.”  Always vigilent, alert, and standing at the ready.
  • “Stuff” that happens isn’t always bad. Often it is great opportunity, on many levels. But advance preparation in way way of planning, strategy and laying aside resources help to make that transition.
  • “Now” is based on the past. It’s a logical sequencing of time from yesterday to today; the last moment to this.

“Now” is here — are you ready? There’s so much to be done!

…if you’re going to soar with the eagles!

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Posted in Personal Success, Professional Growth

 

Strategy Never Taught in Business School: Rewriting History for Best Outcome?

17 May
No "Reset" Required!

No "Reset" Required!

Strategically, if you wish to effect change based on no merit or basis — you must rewrite history.

The outcome must be presented as you want it to be, on a foundation comprised of nothing more than strategy.

How does this make good business sense?

Outcome must be projected based on actual facts, statistics, real understanding of economics and existing markets.

If the past is forgotten, mistakes may be repeated but at greater expense at today’s market cost.

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Posted in Business Building, Small Business

 

SocialSpeak: How Engaging are YOU?

03 May

Social Media Engage BeckyCortino.com

4 Tips for Social Media Convo and 4 Networking Strategies for Successful Connection — Are You Connected?!

In it’s most basic terms, Social Media is a form of connecting. The rationale for that connection varies for each participant, but in order to make the most out of the networking effect — you do need to engage.

How do you communicate? Certain approaches actually repel participation and engagement. What is your style or approach in sharing information, communicating with — not ‘shouting to’ your network?

4 Tips for Social Media Conversation


What conversations do you instigate?

What do you discuss with your contacts?

  • Topics can be hot ones to discuss in-depth from many angles; or absolutely horrid, that no one wants to hash over one more time, a hot potato to avoid in a public forum.  For instance, some folks will steer way clear of discussions involving religion and politics — while others gleefully dive into the fray. It does depend upon your network.
  • Videos and stories or language may be offensive in nature, even if not the contact’s own beliefs. Hate speech or rough language doesn’t usually engender rational discussion centered around in-depth thought, openly sharing of ideas in a conducive environment.
  • Overtly spouting your judgment or harsh criticism on your latest rant– some in your network may be fearing to be next in the line of fire of this public firing squad, so they’ll keep their heads down low, if they don’t flee. Opinions — like elbows, most everyone has them — can be interesting, but the words chosen to express your thoughts may not elicit the meaningful discussion you hope for, resulting possibly in a hasty “delete.”
  • Are you a Thought Leader? Do you continually add value to you network? “Value” comes in the form openly sharing relevant, interesting links, thought-provoking content and salient points made in thoughtful comments.

4 Social Media Networking Strategies for Successful Connection


  1. Do you remain personally connected? Do you ‘retweet’ or return the visit? In your social networking activity, do you ever pop over to a contact’s Facebook profile and leave a comment for them? Quite often, they will not only appreciate your effort, but make a point to at least respond, or return the favor by touching base with you on your profile page.
  2. Sometimes, you might find some folks don’t appear in your feed when you’re on… I’ve known people who considered their Facebook status update to be an “email” to all of their friends. Trust me, if someone has over 1,000 contacts in their Facebook network, they are likely going to miss that important ‘message’ you posted one time during the day when they weren’t on the platform. On Twitter, it would take only a few hundred in a contact’s network to miss your one tweeted message, as active as the Twitter platform is.
  3. Strong-arm tactics to force communication by threatening “lopping off their heads” by ‘deleting’ contacts you jointly agreed to connect with won’t get you anywhere. I saw this ploy done recently by yet another self-acclaimed Social Media guru, who has hung out her shingle as a “pro” networker. Surely she realizes folks may not be on to see this. Perhaps they’re so uninspired or bored, they don’t make an effort to be in touch.
  4. Again I say, “Communication is a two-way street.” Folks are not connected with you to hang onto your every word and dutifully respond to all of your requests of self-aggrandizement and reassurance. You must meet them halfway, at the least. Offer them the connection from your end, not just a “welcome to my network, and here’s what I can do for you for $$$$… join my Facebook page at least, or – goodbye…!”

How engaging are YOU, anyway? If you want to connect in a more meaningful way with an active network, I recommend jumping in wholeheartedly, with a strategy in hand and sincerely communicating with others. I want you to know that within the letter of  existing laws and common decency for the good of society at large, I completely support your freedom of expression and communicating what you want on your own profile, blog, site and social media streams. If you want to connect and have more meaningful dialogue with others, I recommend your reviewing the 4 Social Media Conversation Tips, and consider your Social Networking Strategies I’ve listed here. Time to put your mirror away, and that megaphone down!

Here’s a great article on Social Media Marketing:

http://www.metrowestdailynews.com/business/x826102018/Social-media-marketing-scrutinized

Do you have Social Media Networking tips or strategies you recommend? Please leave a comment — let’s discuss…

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Posted in Small Business, Social Media, Social Media Marketing, SocialSpeak

 

7 Strategies for Organizational Success

29 Mar

MastermindWhile the operational  basis of many groups and organizations is laudable, often positive efforts are marred by inherent operational flaws. Goals may be reached, but at the expense of membership, and long-term organizational stability.

Just as groups typically share positive aspects, drawbacks and development opportunities are common. Many are missing the mark by not properly using the resources at hand, and desperately need to refocus the organization, in order to be effective.

Here 7 strategies for successful organizational operations:

  1. Any organization’s greatest strength and resource lies in the membership.
  2. No organization should ”be” solely to “exist.”
  3. An organization exists to serve needs through the unique support it offers.
  4. An organization serves as the central connecting point, providing a structure.
  5. Success of an organization is not measured by fund raising or similar short-term ventures, rather by ongoing operation, expanding in scope, continual healthy member base growth.
  6. Success of an organization is accomplished through harnessing the integral strength of the entity while moving toward the established goal, over time.
  7. The purpose of membership should never be to support the organization, rather than the cause.

Review this list of 7 strategies alongside a group, organization or community you are involved with — how does it measure up?

Organizational “success” lies not in how many more arms can be twisted to sell greater quantities of gift wrap for the fundraiser this year, but how much more support can the entity provide to aid in reaching the common goal?

Realistically, most groups have one or more areas to fine-tune. This is an ongoing process, due group dynamics and not operating in a static environment. To ensure continued good health, an organization should do periodic reviews, evaluating status and areas to address.

Based upon findings and observations, establish a plan of action, and revamp accordingly. Sometimes a refocus of an organization is necessary, in order to be more effective.

This is part 2 of a series on Organizational Success

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Posted in Organizational Success, planning

 

Organizational Success: Not the Sum of its Parts

24 Mar

Mastermind

Through the years, I’ve had the opportunity to observe many organizations, associations, groups, communities, various entities and their internal operations, firsthand.

Here are a few of my observations:

  • Most entities have clearly-established goals.
  • A group’s purpose is often far-reaching and inarguably benevolent.
  • The entire organization is set upon a solid foundation, usually comprised of the highest principles and standards, recognized as significant within the group’s realm or sphere.
  • The established goals, purpose, principles and standards serve to show what the entity is about, paired with the desire to attract positive attention — measurably resulting in new members, collaborators or media coverage.

This is a basic, fairly typical description of most organizations I’ve observed.  I would venture to guess this sounds a lot like some groups, communities, associations or  entities you’re familiar with, or maybe you currently serve as a member in a similar type of organization.

While the basis is laudable and all related efforts are positive, organizations quite often have inherent operational flaws. They are not always “what you see is what you get.” In fact many of them are missing the mark by not properly using the resources at hand, and desperately need to refocus the organization, in order to be effective.

Next: Based on my observations and successful group management practices, my related thoughts on Organizational Success and why realizing group purpose or attaining established goals is not related to the sum of an entity’s parts, as you might at first think…

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Posted in Organizational Success, branding

 

4 Keys to Stay on Track and Realize Your 2010 Business Goals

02 Jan
Top 3 Goals

Top 3 Goals

As a fresh New Year stretches out before us, ’tis that season when great plans are enthusiastically made, often with seemingly boundless optimism and energy. If you’re like me, you already have an ever-expanding list of things you want to accomplish this year!

Effective planning will help you stay on track and realize your 2010 business goals.  Here are 4 keys to help you in the process:

  1. Identify your top 3 goals — but wait! There’s more… don’t stop there. In fact, don’t even lay out a detailed action plan, schedule dates, and be off and running just yet. Take each of your top goals and break them down into manageable parts, as components.
  2.  Select the part associated with each goal that will begin to move you in the direction to attaining it. This means you are not setting out to devour the entire elephant this month, but you will get a good start in the process, by taking specific steps.
  3. Set up a calendar to lay out a systematic plan. By working your way through a strategic series of steps, you will reach your goal. Because you can see progress and enjoy the accomplishment along the way, it is easier to work the system incrementally.
  4. Evaluate and track your progress weekly. Schedule this review in your calendar. Accountability is a great motivator. Enlist a business partner, colleague, friend or spouse to encourage you in your efforts.

Business goals and dreams may be “super-sized” in scope, but to stay on track, while improving the business bottom line, “bite-sized” portions simply dished out on a continual basis are far more effective and satisfying. Working into a frenzy, ever-hungering for some sign of progress then throwing in the towel, often results with unmet goals and incomplete projects.

Expect challenges and difficulties with related changes and new directions. It’s easy to forget this is normal, no matter how committed you are to the task at hand. Once you’re on a roll and realize the sweet taste of success with each incremental step along the way to reaching your top 3 goals, it will be easier to stay on track and realize them.

What are your top 3 business goals this year? In my next post, I’m going to reveal what exciting new directions I plan to take. Look forward to seeing this New Year unfold — and hearing what your plans are!

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Posted in business tools, planning