Liz Strauss at Successful Blog

Thinking, writing, business ideas … You're only a stranger once.

February 22, 2012

Customers and the Internet Can Be Deadly Combo for Businesses

matt wrote this at 11:22 am

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With all the good the Internet has brought to both businesses and customers, it also has opened a can of worms that is not too easy to close.

Take the following example:

A customer comes to your restaurant with their significant other for a special evening of fine dining and relaxation. Their waiter/waitress is running behind and is late getting them their orders. When the food does arrive, it is not what they ordered and/or is cold. The restaurant is real noisy and the couple, the ones that were planning on a peaceful dining experience, ends up feeling like they just spent an hour or two at a food court in a busy airport. When all is said and done, they leave your restaurant and haven’t even left a decent tip. Think you will never hear from them again?

In all likelihood, while you may never see them in person again, there is a very good chance you will hear from them, as will countless others.

Internet Has Changed the Ways We Do Business

You see, the ‘old days’ likely meant that you may get a letter in the mail regarding the service, but not much more than that. Okay, while it is never good business to lose a customer or two, losing a few here and there is to be expected.

But wait, what if you now lose hundreds of potential customers because of this one bad experience the couple had? Don’t think it can happen? Well, think again.

After that couple left your eatery the other night, one or both of them took to the Internet and told anyone who would listen about what a bad experience they had at your restaurant. Now, instead of maybe just their family and friends knowing about it, potentially hundreds and even thousands will hear their complaints.

Negative publicity regarding your business is certainly not a positive thing, but do you automatically have to react or does doing so actually open you up to more trouble?

First and foremost determine why the negative publicity originated:

When it comes to dealing with bad publicity, the advent of the Internet years back has meant business owners now can be dealt a major blow with just a few sentences being banged out on a keyboard.

What once used to be bad publicity spread through word of mouth from one upset customer to maybe a handful of people can now be passed around like a viral wildfire by one click of a mouse. In just minutes, thousands of people can read a bad review of your business and form negative views of it in the process.

If your business believes that bad publicity is better than no publicity at all, then by all means stand back and take your chances. Chances are, however, that many companies don’t feel that way and will take a stand to deal with the matter.

If negative publicity links regarding your business seem to be spreading like wildfire, the best way to eliminate them is by using the correct SEO techniques.

Do You Know and Understand Your Online Reputation?

A positive step is hiring an expert who handles online reputation rebuilding so they can start the cleansing process of removing bad publicity links.

The individual/company you hire to rebuild your company’s reputation can simply demote bad post ranking sites from search engines such as Google, promoting positive posts for the rankings instead. The information is likely still to be on the Internet, but those researching will have a major dig on their hands.

In the event comments are left on your site via a forum or on your company’s Facebook page, it is important that you have already have in place a reader comments policy so customers know the rules up front. Not only does this protect you legally, but it also keeps your reputation in tact that you can take the heat and address the issues at heart. For those customers who leave constructive comments (not involving vulgarity, etc.), by all means leave them up, as censoring them is going to draw the ire of not only the original poster, but likely others.

Business owners can ignore the remarks and let them hopefully die or take them on and deal with those consequences.

The bottom line is trying to determine the potential impact from the comment or comments and how they can impact your wallet.

So, has your business been saddled with negative online comments in the past? If so, what did you do about them?

Photo credit: neighborhoods.redeyechicago.com

Dave Thomas writes extensively for Business.com, an online resource destination for businesses of all sizes to research, find, and compare the products and services they need to run their businesses.


Filed under Business Life | 1 Comment »


February 21, 2012

Begged, Borrowed, or Stolen … The Economics of Influence

ME Liz Strauss wrote this at 7:42 am

Asking for Influence Gets You Something Else

cooltext443794242_influence

Earlier this month I received a string of private, direct messages (DMs) on Twitter from someone who has never sent me a public or private via Twitter or other social network. She’s never sent me an email. I’m pretty sure she’s never commented on my blog or my Instagram photos. She’s not a shareholder on Empire Avenue. As far as I recall, we’ve not met me at a conference or had a conversation on the telephone. Our sole relationship is that she is a human being with a Twitter account who chose to follow me whom I chose to follow back because she has an interesting Twitter bio.

The first direct message asked me if I could “get out the vote” because she wanted to win some prize being given to the person who got the most votes. I don’t know anything about her beyond her Twitter bio. How could I ask my friends to “get out the vote”? The choice seemed simple choose for my friends and my network — by not asking them to invest time — or choose for someone I don’t know.

That’s when it got interesting. The string of messages that came next thanked me for my help and asked me for help again. One in the mix — most likely meant to explain the behavior said, “she was crazy for the prize,” but she’d be happy to get noticed even if she couldn’t “take it home.”

The experience reminded me of a wave of similar requests that flooded my Twitter account during the run of the Fast Company Influencer Project in 2010 and a blog post I wrote about influence back then. What follows with some further explanation is what still applies now.

Recently Jason Pollock commented on Twitter about the Fast Company Influencer Project Project @Jason_Pollack said, I signed up for the “influence project” but quickly realized those at the top were just being very spammy to be there.

Robert Scoble replied with some true words of wisdom … @Scobleizer said, “Seems to me @Jason_Pollock that people with real influence never have to point it out or beg for it.”

They have a point.

Begged, Borrowed, or Stolen … The Economics of Influence

People rich with influence understand it as a currency. True and lasting influence — like true and lasting wealth — is earned through investment of time and resources. But it’s also a way of thinking and valuing what we do and the people we do it with. But influence, unlike monetary currency, cannot be begged, borrowed, or stolen. It can only be earned.

When a stranger asks me to “get out the vote,” she’s begging to borrow my influence as if it’s a limitless commodity that I’m at liberty to share. Were I so frivolous as to offer my network so freely to people I don’t know, I’d soon find that I’d spent what influence I had foolishly by not valuing the people who had valued my word. Or to paraphrase the axiom …

A fool and her influence are soon parted. Here are four ways to use the economics of influence to build influence of your own.

The difference between begging and building influence is the difference between giving to get and investing wisely.

When we know the value of our influence, we can invest it wisely in people who invest back. We don’t give our value promiscuously to every person who asks. Influence is earned. It’s given as a trust and kept by those who understand its value. It can’t be begged, borrowed or stolen, and in like manner, it can’t be bought or sold.

Who influences you simply by the way he or she influences others?

–ME “Liz” Strauss
Work with Liz on your business!!

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Filed under Marketing, Successful Blog, leadership | 12 Comments »


February 20, 2012

Do Your Homework, Listen, and Don’t Buy It Back!

ME Liz Strauss wrote this at 7:18 am

cooltext443809437_relationships

A curious thing happens during the first two months of a new year.

Whatever the cause, for the first few weeks of the new year, I find myself restating boundaries because a subtle sort of bad behavior starts showing up. Let me explain what I see at this time every year that I’d like to see less often …

  1. my string of “talk at me,” inappropriate email pitches increases.
  2. more strangers act as if I work for them — as if it’s my job to review their book, their blog, their strategy for free — and they act out “feelings” if I mention that my time is committed to projects and my family.
  3. more people try “clever” tactics to get me to buy in — Do they really think the subject line “Following Up … ” will earn them points when I find that they’ve simply tricked me into opening their email?
  4. more people waste time trying to convert me long after I’ve made it clear that I declined their offer.

    5. And saddest of all

  5. more people who have my attention keep on pitching and selling even after I’ve said a definitive YES!

Maybe it’s a rebound response to all of that holiday generosity. It could be simply that we’ve depleted our resources contributing to the celebrations and now as bills come in, we’re tired, feeling poor, and “peopled-out.” Or perhaps it’s just a new resolve to “hit the new running” that gets people starting off on the wrong foot.

Do Your Homework, Listen, and Don’t Buy It Back!

All five groups don’t believe in what they’re “selling.” So they use words to override the objections they’re expecting. And to keep safe from the possibility of rejection, they make sure to keep pushing the offer.

Here are three things to keep in mind when you’re about to make an offer.

  1. Do your homework. They say it’s a game of numbers and that you have to work hard. Yet, the successful people would rather spend their time identifying 5 people who have a high probability of wanting the offer than blanketing 5000 in hopes of capturing a few more. They like the confidence of knowing as they go in what the person is about and why that person might want what they’re offering. Those successful people also know that it takes time and is often embarrassing to set things straight when someone hasn’t done their homework — if the offer is a business success program and I just sold my last business for billions, more talking isn’t going to change that situation.
  2. Shut Up and Listen Successful people understand relationship can only strengthen the transaction. Saying hello and establishing a conversation lets people know you have confidence in them and in what you’re saying. Pushing through to the pitch before you’ve made that personal connection allows the person you’re talking to (or at) the latitude to also not consider you a person. More words, longer emails, sent to the wrong person won’t get anyone the right connection. Clever tactics that get attention soon backfire — people don’t “buy in” to ideas from someone who tricked them. Talk some. Ask questions. Then listen. You may hear some reasons your offer is a great match for your audience. If you’re using email, try an email or two to get to know the people you’ll be making offers to in the future.
  3. Don’t buy it back! When someone says, they want what you’re offering. Stop talking. Start listening. Let the person tell you why they’re buying. Don’t continue explaining how great the offer is — even if you didn’t get to your favorite benefits. Start making it easy to get the offer going. If you keep talking, you’re likely to “buy it back” by talking so much that person decides that you love the offer more than getting it going.

Luckily by spring, these behaviors settle some, though they never fully fade away. So be aware of them. We all could do with a little more homework and planning. We all could be a little better at listening instead of talking. We never want to be buying back what we’ve already successfully sold.

What behaviors would you like to less often?

Be irresistible.
–ME “Liz” Strauss
Work with Liz on your business!!

Buy the Insider’s Guide to Online Conversation.


Filed under Marketing, Successful Blog | 4 Comments »


February 19, 2012

Beach Garden

ME Liz Strauss wrote this at 9:06 am

by Guest Writers Suzie Cheel and Des Walsh

We found this at the beach the night after last new full moon- giving a new perspective to the beach.



Sometimes just one thing can change our picture.

Suzie Cheel & Des Walsh


Filed under Motivation/Inspiration, Successful Blog | No Comments »


February 19, 2012

Click here for the answers

molly wrote this at 3:00 am

“Seek and ye shall find.”

What if you don’t know what you seek? Would you recognize the answer? Why does it matter?

From early childhood, I have been driven by the need to KNOW. Dogmatic conversations of a definitive “truth” aside, my specific religious teachings from childhood left me with the understanding that upon death, one would be privvy to the underpinnings of the Universe and awareness of all the Answers.

Morbid little 7 year old that I was, from that point on, death was to be welcomed. Finally, I would KNOW. There was a logical end point and goal.

How?
Why?
Where?
When?
What next?
What’s expected of me?
Am I doing this correctly?

I must tell you, having this compulsion saps some of the joy from life, and it’s only recently that I have come to embrace ambiguity. Leaving room for the unknown and the mysterious allows for possibility, expansion and abundance.

“The creative person is willing to live with ambiguity. He doesn’t need problems solved immediately and can afford to wait for the right ideas.” ~ Abe Tannenbaum

There is power in The Pause. Being secure in what you have, having faith in your present and having a willingness to suspend immediate action carries a certain heft. When we press to have problems of ours solved based upon our awareness and knowledge of the available options, we are eliminating possibility by default.

Have you ever found that if you allow another to contribute to a solution that they have resources that you do not? Have you ever paused during a conversation to listen to another’s perspective, only to find that (s)he sees something in a larger context than you had?

“Be patient toward all that is unsolved in your heart and try to love the questions themselves, like locked rooms and like books that are now written in a very foreign tongue. Do not now seek the answers, which cannot be given you because you would not be able to live them. And the point is, to live everything. Live the questions now. Perhaps you will then gradually, without noticing it, live along some distant day into the answer.” ~ Rainer Maria Rilke

More useful than an answer you cannot understand is the willingness to delay immediate but incomplete/insufficient comprehension in exchange for a fuller and more useful knowledge later. Let’s assume for the sake of discussion that I told a six year old child how to operate a car. Being able to regurgitate the mechanics of driving a vehicle would not enable this child to truly pilot a vehicle successfully. Put in a more esoteric fashion, there is a distinct but very real difference between *knowing* and *understanding.*

“To learn which questions are unanswerable, and not to answer them: this skill is most needful in times of stress and darkness.” ~ Ursula K. Le Guin, The Left Hand of Darkness

Are you going through a particularly dark patch in your life? Have you run up against a figurative brick wall? Run out of resources? Come to the end of your rope? Puzzled by another’s behavior?

Ask for understanding.
Ask for patience.
Ask for insight.

Then look for evidence of a growing capacity within yourself to see the answers to these questions. Seek. You will find. Or more than likely, the answers will seek you.

——-

Molly Cantrell-Kraig is a woman with drive. Possessing an innate sense of purpose and a pragmatic, solution-based approach to empowering people, she fused these two traits in order to establish Women With Drive Foundation. Based upon its founder’s personal history, Women With Drive Foundation is a means through which Cantrell-Kraig may effect change on both a micro and macro level. By providing women with something as essential as personal transportation in order to transition them from poverty to prosperity, she, through Women With Drive Foundation, seeks to empower women to help them help themselves. Through this action, the individual applicant benefits, as does society as a whole. Follow Molly on twitter as @mckra1g or @WWDr1ve (Women With Drive Foundation) or “Like” them on facebook.

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Filed under Guest Writer, Motivation/Inspiration, Successful Blog | 1 Comment »



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