Successful Blog

What to do when you are dealing with Humans?

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by Shashi Bellamkonda

I have been in the people business for many decades. First in the hospitality industry and now in the small business technology space. Some of the companies I love are for their ability to make every employee of theirs “human.” I find it odd that I have to use the term “human” to describe living things that are already human. Such is the cost of the pressures of economy, technology and pressures of the world we live in.

We hear that mobile is the next big thing. Of course the effect of it is that a pair of otherwise loving human beings now take walks and instead of holding hands, hold their phone feverishly typing as they walk. Family dinner outings become shorter, with dad’s addiction to checking in to every possible location app and show the virtual world that he is alive and well while kids and spouse lovingly tolerate crazy dad ( Guilty here!)

How does this apply to business?

Rule No 1: The Human in front of you is better than a Byte

When I worked for the hotel industry we learned to give preference to the “Human” who was in front of us rather than the one on the phone. Are we now driving away “humans” and making them communicate with us virtually? I don’t know if you agree or not but face to face is still the best way of communication unless you are talking about a couple breaking up.  Train your employees in thinking of customers as humans and communicating with the same friendliness that they would expect. Assign clear rules to follow when faced with situations where your staff may be faced with a face to face customer versus one on email or the phone.

Rule No 2:  The Human needs help not your computer

This is an incident closer to heart when a few months ago my 10 year old niece was flying back from India and was travelling 3 legs of the journey on different airlines. In Bombay she is told by Swiss Airlines that the computer shows that she has already flown the flight which has yet to take off. How ridiculous does this sound? Luckily she was with her parents, but they were forced to buy a ticket for that part of the journey even though they had already paid for it. So in this case this was a total failure of making the situation human.

An experience that was nice was when I was flying back to DC on SouthWest and realized that I had made a mistake and my return flight was to Dulles instead of Baltimore where I had parked my car to take the flight in. Thinking about the horror of trying to get to Baltimore from the Washington Dulles Airport and the time I would waste making the journey, I approached the SouthWest counter  and the lady listened to my story, called a supervisor and changed my booking to Baltimore and did not charge me for it. I will always remember SouthWest fondly. I could give you countless examples – the ticket counter at Silja Line in Helsinki where to my horror I had booked a cruise the next day and had no hotel and they changed the booking without any fuss. The lady at the London Eye in the UK who agreed to let us take an earlier ride.

Humans have a good memory for both good and bad experiences. The important  thing to remember for companies when things happen is to “humanize” the situation immediately. Worry about the Human in front of you and how to help them rather than your computer that gives you an impossible answer.

Rule No 3: How to retain your customer even if you disagree with them.

A conversation with a customer should never be carried to an extreme. I fought my insurance company all the way to the State Attorney’s office and I lost. Yet  I still am a customer and think they provide the best customer service insurance companies can provide. I disagreed on a rate increase that I thought was not justified and the company stood its ground but always kept me in the loop, listened to me patiently looked for other ways to help me reduce my bill. All this comes from a inbuilt spirit within companies to help the customer and not engaging in a conflict that leaves the customer unsatisfied.

As your business grows , think about your customers as members of your friendly neighborhood. Think of them as humans first and not as 140 characters or bytes in an email. Your business will flourish when you “humanize” it.

What do you think? Do you have any tips for businesses to humanize themselves?

 

Author’s Bio: This guest post is by Shashi Bellamkonda, senior director of social media and public relations — employees call him Social Media Swami — at Web.com, a company that helps small businesses establish an online presence and conduct online marketing. He is also an adjunct professor at Georgetown University.

Time for a Tune-Up: 8 Simple Updates to do Today

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by Rosemary O’Neill

Social profiles have gotten a lot of tweaking in the past year.  Have you kept up with all of the updates?

Today’s the day to roll up your sleeves and get it done.

Here’s a handy cheat sheet:

1. Twitter header

A few months ago, Twitter started including a photo header at the top of your profile.  It should be a graphic 1252 pixels wide by 626 pixels tall, maximum size of 5MB.  You can easily change it by going to your Twitter profile settings page.  Here are the details straight from Twitter: https://support.twitter.com/articles/127871.

2. LinkedIn company page header

Not to be outdone, LinkedIn now allows you to have a profile header for your company page.  The graphic should be a .png, .jpg, or .gif no more than 2MB.  Size recommended is 646 pixels wide by 220 pixels tall or larger (you can crop on the page). Here’s a handy video on setting up a company page: http://youtu.be/WiTQL_M_fv0.

3. Facebook cover photo

You should already have this one nailed, but just in case…your Facebook cover photo should ideally be 851 pixels wide and 315 pixels tall, and under 100KB (for fastest load time).  Here are Facebook’s recommendations: http://www.facebook.com/help/125379114252045/.  Remember that Facebook frowns on calls to action or overtly promotional content within the cover image.  It’s intended to be a compelling photo or graphic, not a banner ad.

4. Pinterest business pages

Your favorite slack-time hangout just put on a business suit. If your business is suited to graphic imagery, or you want to flex your creative juices, you might want to create a business account (or convert your existing personal account, if you’ve been using it to support your business). Learn all of the details from the Pinterest announcement: http://blog.pinterest.com/post/35710687813/new-tools-for-businesses-in-the-pinterest-community.

5. Your own site needs some tweaks

When is the last time you spiffed up your own blog or home page? Do you have a widget on there from last year’s conference? Take 10 minutes and look at your own site with a newcomer’s eye, or have a friend look — a refresh might end the year on a high note.

6. Update your avatar

I’ll step forward and say “guilty” on this one.  My avatar is from a favorite photo that was taken 7 years ago.  Ouch.  It’s time to cowboy up and get a new picture taken.  How old is your avatar?

7. Forum signatures

If you participate in online communities around the web, you probably have customized forum signatures in some of them. Usually these are appended to the end of your posts, and include a favorite motto, sometimes a link to your site, or your bio information. These can get totally forgotten in the day to day hustle. Take a moment today and fix the broken links, update your job title, or breathe some new life into your forum signatures.

8. Stop procrastinating on Google+

I know, it involves “code” and it seems really tricky (it sortof is).  Many posts have been written about how to implement the author tag for Google+, but the best one I found (and the one that actually worked for me) was this step-by-step from Social Media Examiner: http://www.socialmediaexaminer.com/google-author-tags/.  Do this one today.

If you systematically go through and complete these 8 minor tasks, you’ll get a bounce into the new year with a fresh face to the world.

8 Ways a Human Business Takes a Holiday

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Rosemary O’Neill

Working All the Time?

Last week, I was out to dinner with my 7 year old daughter, and while we were eating, I got a ping from a customer that I needed to answer. I pulled out my iPhone and told her, “I just need to do this one thing and then I promise I’ll put it away.” She looked at me, cocked her head, and said, “so Mommy, you’re pretty much working all the time, then, right?” (Cue video of knight being shot with 20 arrows through the heart.)

Whoah. That knocked me back on my heels a bit.

Days later, her question is still pinging through my brain.

8 Ways a Human Business Takes a Holiday

I spend a lot of time writing and talking about the human-centered business, really trying to promote the idea that customers should be spoken to like humans, and employees should be treated with respect.

But there’s another human inside the equation. You are a human too. So am I.

And humans need sleep, daydreaming, play, quiet, contemplation, singing, and time to enjoy their fellow humans (both small and grownup).

If you’ve decided to run your small business with humans at the heart of it, here are some things to think about:

  1. Have you declared any “office shutdown” days over the holidays?
  2. Can you hold any necessary meetings by Skype of Google Hangout instead of going in to the office?
  3. How about flexible time during the week to allow for shopping or ice skating, as long as the work is getting done?
  4. Don’t forget the folks who make your office life bearable—how about some cookies for your FedEx person, or a video message for your favorite vendors?
  5. Regardless of which holiday you celebrate, take some time to be frivolous. Wear reindeer slippers under your desk, give someone a surprise day off, go caroling in your office building, hide chocolate coins in desk drawers.
  6. Consider stockpiling some content this week so that you don’t even have to stress out about blog posts going up over the holidays, or invite some guest posters.
  7. If you’re the boss, try not to schedule time-sensitive tasks during this time.
  8. Use the holiday downtime to recharge, and be ready to tackle the beginning of 2013 with gusto!

Next time I go out to eat with my daughter, the iPhone stays off.

And here’s a virtual cup of egg nog, from me to you.

Author’s Bio: Rosemary O’Neill is an insightful spirit who works for social strata — a top ten company to work for on the Internet . Check out the Social Strata blog. You can find Rosemary on Google+ and on Twitter as @rhogroupee

Thank you, Rosemary!

You’re irresistible!

ME “Liz” Strauss

The Secret to Progress You Can Start Today

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Rosemary O’Neill

There is one tiny change you can make to your daily life that will have a huge impact on your success. In work, in relationships, and in family life. Lean closer, because I’m going to have to whisper it.

Look back.

The Secret to Progress You Can Start Today

My car has one of those built-in video screens so that I can see what’s behind me when I’m backing up. Skateboards, basketballs, and even the occasional kid have all survived my driveway because of this rear-vision feature.

We’re all told constantly to plan, set goals, look ahead. And in these next few weeks you’ll be barraged with people telling you to sit down and create a roadmap for 2013.

But before you do that, it’s essential to grab a cup of coffee and review 2012. How can we ever savor life, see our progress, and learn from our mistakes and successes if we don’t ever take a moment to look for them?

Daily Gratitude

At the end of every day, as you’re settled in bed and closing your eyes, take a couple of minutes to think back and be grateful for the day just passed. Give yourself a high five for any accomplishments.

Weekly Review

At the end of every week (I do it on Sunday afternoon), sit down and actually write out your successes. Write down lessons you learned during the week. Write down things you meant to do but didn’t and figure out why. Write down things that happened that made you feel awesome.

Monthly Check-in

At the end of the month, glance through your weekly review notes, as a reminder of your progress and things you’ve learned. It will solidify the lessons learned and give you a boost going into the coming month.

Yearly Wrap-up

Almost everyone starts the year with some sort of vision or goals (let’s not say resolutions anymore, ok?). But do you ever sit down at the end of the year and see how you did? So maybe you didn’t finish that novel, but you did publish your blog three times a week. It’s ok to celebrate that. And since you have your weekly reviews in front of you, you can really see and remember everything. Before I started writing these things down, I wouldn’t have remembered some of the minor victories that really stack up.

Do you take time to look back? Do you have any review tips to share?

Author’s Bio: Rosemary O’Neill is an insightful spirit who works for social strata — a top ten company to work for on the Internet . Check out the Social Strata blog. You can find Rosemary on Google+ and on Twitter as @rhogroupee

Thank you, Rosemary!

You’re irresistible!

ME “Liz” Strauss

5 Twitter Advantages for Your Small Business

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by
Rosemary O’Neill

5 Twitter Advantages for your Small Business

Are you still trying to make sense of Twitter?

As an onlooker, it appears much the same way the New York Stock Exchange looks from the observation window–messy, chaotic, and disorganized. But stand a moment and keep looking, because you will start to see groups of people gathered around specific topics. Over here, a loud tribe of Kardashian followers (we’ll just step around them) and over there in the far corner, an intense crowd of small business owners.

They pop in to conduct their transaction and then move back to their desks on the trading floor.

What’s great about Twitter is that anyone can step out onto the floor and mix it up in the trading scrum.

Use Twitter as a Small Business Advantage

  1. Network and share your expertise – join a regular Twitter chat (check out the massive list of chats here). At the appointed time, go to Tweetchat.com and type in the hashtag for the chat. Follow the conversation and add your own thoughts. With regular participation, you can form a strong network. I highly recommend the #SOBCon chat!
  2. Build relationships to support your PR efforts – it’s an open secret that journalists like to hang out on Twitter. Your faxed press release will get tossed in the recycle bin, but it’s very easy to learn insider information on media likes/dislikes, beats, and current projects on Twitter. One place to start is Twellow’s news and media category (http://www.twellow.com/categories/news).
  3. Find leads – yes, you can actually find real people who might want to be your customer on Twitter. Use Twitter’s advanced search to find people who are searching for “help” plus your keyword, and then offer assistance. The important thing to remember is that you’re providing help, not a sales pitch. That’s the fast route to loserville.
  4. Be available to your customers – Twitter is the open phone line, and although all of your customers might not be on Twitter, the ones who are will appreciate having access to you. Just be sure to subscribe to alerts so you can hear the phone ring when someone mentions you or sends a direct message.
  5. Show your human side – Mix in some personality to your business Tweets, and use it as one more way to humanize your business. Not to share a steady stream of cat pictures, but sharing your passion for motorcycles or movies can be a great conversation starter.

Are you still procrastinating on jumping into Twitter? Share your fears here and maybe we can work together to get you out onto the trading floor.

Author’s Bio: Rosemary O’Neill is an insightful spirit who works for social strata — a top ten company to work for on the Internet . Check out the Social Strata blog. You can find Rosemary on Google+ and on Twitter as @rhogroupee

Thank you, Rosemary!

You’re irresistible!

ME “Liz” Strauss

Pre-Holiday Season Reality Check – 5 Ways to Stay Healthy

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by
Rosemary O’Neill

Linkedin,

Pre-Holiday Season Reality Check – 5 Ways to Stay Healthy

Your most important business asset is your own physical health, especially if you are an entrepreneur or small business owner. That asset must be cared for, if you’re trying to build a long-lasting enterprise and leave your own “dent” in the universe.

We are heading into a season in which there will be a lot of opportunities to go totally “off the charts” with perfectionism, food temptations, squeezing work in between family obligations, and parties. All of these things can lead to a worn down, tired, guilty mess of a body.

We’re friends by now, right?

Let’s agree to the following principles, and enjoy the season that’s coming. We’ll emerge into 2013 ready to take names and kick butt.

  • I will set aside time to move
    Exercise, even if it’s just an after dinner walk with your visitors. (No, sprinting down the aisle of Wal-Mart doesn’t really count.) Consider checking into some of the cool technology that’s available to track your daily exertion, like Fitbit or the Nike Fuelband.
  • I will keep my brain in shape too
    While you’re out of the office and relaxing, take some time to exercise your “brain muscle” too. Do some puzzles, or use a fun online service like Lumosity or Read-It-For-Me to stay sharp.
  • I will assess my home office
    If you’re spending more time working from home over the holidays, take a moment to assess the ergonomics of your work space. If you’re one of the many who work solely on a laptop, you need to get a detachable monitor and keyboard to achieve the proper angles and avoid back/neck strain.
  • I will not skip meals
    Just because you went to Aunt Betty’s massive Thanksgiving spread doesn’t mean you should skip lunch the next day. If you overindulge, just make sure your next few meals are smaller and more healthy. The food you eat is like fuel in your tank. You might need a few bowls of oatmeal to counteract the slab of pumpkin cheesecake.
  • I will fill up my love tank
    One of the Real Housewives of Orange County is always talking about her “love tank” being on empty. We don’t want to become a sad Real Housewife. Use precious family time to fully focus on your spouse, your children, your relationships. Put away the devices and make eye contact. Get some hugs, and give some too, to fill the tank.

What are your best strategies to stay on track during the holiday season?

Author’s Bio: Rosemary O’Neill is an insightful spirit who works for social strata — a top ten company to work for on the Internet . Check out the Social Strata blog. You can find Rosemary on Google+ and on Twitter as @rhogroupee

Thank you, Rosemary!

You’re irresistible!

ME “Liz” Strauss