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Stop Giving Them Fish, Start Teaching Them How To Fish

June 21, 2012 by Rosemary

by
Rosemary O’Neill

Amazing advice, freely given, is a powerful thing. It activates the “reciprocity rule,” it cements a relationship, and establishes trust. Even better than amazing advice? Lessons in how to do it yourself.

The Copy Machine Conundrum

Fresh out of college, I was last in the pecking order. Therefore, I was usually tasked with using the copy machine, and unjamming it when someone else tried to use it.

Copy machines aren’t particularly complex, but there were legions of my colleagues who actively avoided learning how to use them. Why? Because they didn’t want to be stuck doing the copying.

Those people? They’re the same ones right now who say “I have no idea what the Tweeter is for, and I don’t want to know.”

Make Your Communications Action-Oriented

Whether you’re providing customer support, answering a sales inquiry, or providing consulting services, start to think as a teacher, not just a broadcaster. The essence of great communication is providing a practical application for your message.

What’s the practical application of this blog post?

  • Rather than just jumping in and fixing a customer’s issue, show them how you did it so that they can fix it themselves next time.
  • Don’t advise a prospect to “do their homework” on your product or service, illustrate how it works by offering customer examples and references.
  • Don’t make your social media clients think you’re doing “voodoo,” teach them how to use the tools that are supporting their strategy.

If you give fishing lessons, you become someone who empowers the people around you. Much more valuable than someone who just delivers fish.

Are there aspects of your job that you can start teaching?

_____

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

Buy the Insider’s Guide to Online Conversation.

Filed Under: management, Successful Blog Tagged With: bc, Customer Think, customer-service, LinkedIn

Be Your Own Digital Secret Shopper – 5 Ideas

June 14, 2012 by Rosemary

by
Rosemary O’Neill

When’s the last time you called yourself?

Go ahead, pick up your phone right now and call your business line. What happens? Is it a friendly greeting, or is it the third ring of voicemail hell?

On a roughly quarterly basis, it’s great to do a little secret shopping on yourself. It can be very revealing to step into the shoes of someone trying to get in touch with you. And you do want people to be able to reach out to you, right?

Here are 5 quick ideas for your secret shopping project:

  1. Check out your business cards. Do the URLs, email, and phone numbers work? If you have something fancy on there like a QR code, does it work correctly? Has your title changed?
  2. Log out and look at your websites. Go to a friend’s computer and look up your website, your Facebook page, other social accounts…how do they look from the “outside?” Sometimes it’s different than when you’re the account owner.
  3. Call your voicemails. If you’re still using the robot voice that came with your account, change it to something warm and professional. Unless you sell robots.
  4. Try to buy something. Go through the whole buying process for whatever you sell, as if you are a new customer. If it’s an online ordering process, take screenshots at each step, so that you can go back and update things if you need to.
  5. Put in a support ticket. If you offer customer support, put in a ticket using whatever mechanism is appropriate. Post in your own ticket system, send an email from an outside account, and/or ask a friend to Tweet for help (including an @mention of your company).

I gave this list a quick trial run, and noticed that I hadn’t ever changed my personal greeting in the company phone system!

What did you uncover?

_____

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

Buy the Insider’s Guide to Online Conversation.

Filed Under: Customer Think, management, Successful Blog Tagged With: bc, customer-service, LinkedIn, relationships, Rosemary O'Neill

Admire, Admire, Admire

June 6, 2012 by Guest Author

by
Ric Dragon

cooltext443809602_strategy

A Well-Rounded View

At first, when people are studying to become visual artists they work very hard at getting their hands to respond accurately to what they see. Over time there is a shift as the artist chooses to emphasize, edit, and curate – they tend to bring focus to what they love and admire and tend to gloss over that which they do not like.

They might admire the horrible and the ugly. A steady diet of prettiness and even beauty can be tedious. Sometimes a scar, a blemish, an imperfection enhances what we love. Sometimes we are more interested in what shocks us out of our stupor, and makes us feel more alive.

Even photographers choose to click the camera at some moments, pointing in some directions, while not doing so at other moments, and in other directions. They choose what to photograph.

Van Gogh wrote to his brother, Theo, “Admire, Admire, Admire – the only path to growth.” When he wrote that, Vincent was living with destitute coal miners in an extreme wretched state of poverty. Yet in that environment, that which he chose to sing from the mountaintops was “admire.”

In admiring, we forgive what we don’t like.

To be forgiving is to be flexible. You give way. You are charitable. Otherwise, you are rigid, and unforgiving. Uncharitable.

Being charitable doesn’t just mean giving money to your favorite cause. It means that you don’t assume that what motivates others isn’t opposed to you.
These are some of the big words of morality: charity, mercy, forgiveness, admiration, love. The German philosopher, Friedrich Nietzsche, exhorted us to re-evaluate our morals – to not simply accept the morals handed down to us by our families, churches, governments, and pop songs. When we really examine the idea that we should focus on what we admire, and in the process, practice these big morals, we do ourselves a great service.

BigStock: Door handle and knocker in Spain
BigStock: Door Handle & Knocker

Choose Your Focus

Imagine walking down a street. You see a beautiful 19th century doorway, a knocker, perhaps a door knob. You see a beautiful chimney. Meanwhile, you might pass by some piles of dog crap. You can choose to focus on the crap, or you can focus on what you admire. There is choice there.

There is ugliness all around us. You can search it out, and you will certainly find it. Isn’t it more gratifying to search out and take note of what you admire?

There is a time to stand up against something that isn’t right. I’m not saying that we should always smile and nod our heads. Great evils have been perpetrated in this world simply because no one spoke out when needed. But there is a difference between speaking up when something really wrong is happening, and making a habit of taking note of what we don’t love.

There is a time to be critical. We don’t want a world where everything is unicorn sparkles and Kumbaya. Not being critical doesn’t mean that everything should be saccharine. But when an editor works through a manuscript, it is finite – it has boundaries. Our lives, on the other hand, are only delimited by the limits of our perception. There is a time to search out what is wrong or faulty in something – but if that is the way of our everyday life, we communicate wrongness in everything we do.

In dealing with employees or our families, if we focus on what is wrong, and what needs to be fixed, we are communicating the assumption of being broken. When people receive that message all of the time, they assume it as their story, and as the truth. We are all in the business of telling stories – and in telling our stories, we will not help our heroes fulfill their destinies by teaching them that they are fundamentally broken and need to be fixed.

Spread the Behavior

I’ve recently taken a lot of plane trips. Each time I’m in a plane taking off, first, I’m still amazed that a huge container made out of metal can fly us at amazing speeds and heights to our destinations. Then, I am usually amazed at the sheer quantity of people down there: all of those little houses, and cars – such an incredible density of people all across the country.

It’s easy to imagine that within all of this density that the behaviors of one individual could easily spread out to others.

My friend Liz Strauss says that we don’t see the most important thing about Twitter – that it’s the LARGEST NETWORKING GROUP in the WORLD. We exist, in social media, in a density that is even greater than that of people living in New York City or Tokyo.

There has been a tendency in social media for people to get snarky, and critical. Someone says something stupid, we get angry or critical, and we spread that anger and criticality. It’s as though we were walking down that street and making note of all the garbage and dog crap in our path. We’re not seeing the beautiful door knobs.

Sometimes, you tell a child something, and you don’t think they’ve heard you – then, a few days later, you hear them telling another child just what you were telling them. We never really know just how influential we are. Sometimes, we learn from people many years later that we were a powerful force in their life.

It is in your power to, like a painter, focus on what you admire, and share that admiring viewpoint. It is in your power to focus on what you love, and change the narrative that others are telling themselves. It’s in your power to be forgiving of that which you dislike, and help the heroes around you in their journeys.

Admire, admire, admire!

—-

Author’s Bio: Ric Dragon is the founder and CEO of DragonSearch, a digital marketing agency with offices in Manhattan and Kingston, NY. Dragon is the author of the “DragonSearch Online Marketing Manual” and “Social Marketology” (McGraw Hill; June 2012), and has been a featured speaker at SMX East, Conversion Conf, CMS Expo, and BlogWorld, on the convergence of process, information architecture, SEO, and Social Media. You can find Ric on Twitter as @RicDragon.

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Filed Under: management, Successful Blog Tagged With: admire, bc, LinkedIn, small business, social-media

Are You Building a Birthday Cake or a Business?

June 5, 2012 by Liz

The Difference Between a Plan and a Strategy

cooltext443809602_strategy

Do you know the difference between a plan and a strategy? Every strategy is a plan of sorts, but few plans are strategies. Thinking strategically takes a broader view and considers more variables than the planning that most of us do. Some ventures and adventures require a plan. Others require strategy.

Knowing which is which can mean the difference between watching the game and owning the team.

Are You Building a Birthday Cake or a Business?


BigStock: Birthday Cake

When we build a birthday cake, the plan — a recipe — takes place in a closed system. The birthday cake builder controls all of the key circumstances that will affect successful achievement of the goal.
And so the result is predictable.
We start building a birthday cake and we end with the birthday cake we set out to build. Rarely does an economic downturn affect it. It’s unlikely that another human unexpectedly tosses in a cupful of ketchup. A failure is a problem with execution or a flaw in the plan.

A plan is set of action steps to achieve a stated goal. Plans usually assume a closed system.

Birthday cakes can be build in a closed system.
A business can’t.

Building a business takes place in an open system. The business builder has inputs from outside the system and far less control. A business grows in an open system of change. It takes more than a plan to take advantage of the opportunity to grow that every change represents. That’s what makes a strategy the better road to growth.

Strategy is a realistic plan to advance over time by leveraging opportunities uniquely available to you.

  • Have a Mission — set an ultimate philosophical, economical, and / or political purpose
  • Assess and Reasses Your Position Every time You Gain Ground — Look, listen, measure, test your current situation, climate, resources, opportunities
  • Use Changing Climate, Conditions, and Trends — Find the advantage in interruption and unexpected — use change as a ally to grow.
  • Move Forward Tactically in Increments — Size, choose, and commit to campaigns that reflect obstacles, goals, and prizes

Don’t just plan to grow. Leverage the opportunity that shows up everywhere you are.

Do you use and leverage only resources you can control?
Could be you’re building a birthday cake not a business.

Be irresistible.

Be irresistble.
—ME “Liz” Strauss

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Filed Under: management, Successful Blog Tagged With: bc, decisions, LinkedIn, planning, Strategy/Analysis

2 Things You Can Learn from Like-Minded People in Business and Life

June 4, 2012 by Liz

Taking Advantage of Opportunity

cooltext443809558_authenticity

Everywhere we stand is replete with opportunity. Every situation we engage in offers a chance to learn more about ourselves and the world in which we work. Every conversation, every observation can bring us a chance for improving.

Great learners pay attention to the usual situations not just the rare ones. We watch what makes our ordinary world work as well as the extraordinary. We see what attracts people to us, what the like-minded and the like-hearted people find of value in us. We also can learn a few things about what might work against us.

Two Things You Can Learn from Spending Time with Like-Minded People

Like-minded friends in a line
BigStock: Friends in Line

One thing about social networking is the self-sorting way that it brings us to be in groups of like-minded and like-hearted people — people all looking and thinking in the same direction. Some folks call it the “fish bowl.” People often discuss the downside of staying in a group that shares the same disposition and thinking, the same biases and similar expertise. Among other things, if we’re not careful it can become safe and comfortable. Being in a group of like-minded people can narrow our vision and curb our opportunities to learn about the world and ourselves. Yet it can provide its own insights if we look.

It’s hard to get more like-minded than someone who shares your DNA.
I’ve been thinking about what I’ve learned by spending time with my son.
I’ve learned at least two things.

  1. What people value in you. When my son was about 16, I considered a particularly positive interaction we had. It got me to thinking. My thoughts went to the reasons I liked him as a person — his intelligence, his quick wit, his positive, sweet way of considering other people. I had the thought It’s easy to see why people like him. Then I realized that we had those traits in common, that those traits we value are ones he valued too. It was then I knew that I could learn a lot about what people value in me and what I value by looking at what I value in like-minded people I attract.
  2. How people invest in you. Now my son is about 26. And recently we had a significant block of time to work together on a project. I saw how tenacious he can be about solving a problem, how other people’s answers don’t work for him, and how much I reinvested in each conversation in an effort help reach a conclusion. It got me to thinking. My thoughts went to the reasons that I find him intense — his singular focus, his search for rightness and truth, his unwillingness to wear a suit of clothes that doesn’t fit. I had the thought It’s easy to see why people might find him exhausting. Then I realized that we had those traits in common too, that those traits we might find exhausting are ones he might find exhausting too.

If you want to know who you are look at your friends — those like-minded, like-hearted people you spend your time with. See what you value in them. See what you invest to help them. Pay attention this week to the people you choose to work with. You’ll learn a lot about you.

Be irresistible.

—ME “Liz” Strauss

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Filed Under: management, Successful Blog Tagged With: bc, like-minded groups, LinkedIn, management, small business

Make It Happen

May 30, 2012 by Guest Author

by
Susan Bulkeley Butler

cooltext443809602_strategy

CEO of Me, Inc.

Early in my career at Accenture, I didn’t get promoted when I thought I should have. I didn’t have the necessary skills to perform as a consulting manager. This prompted me — with the help of my mentor — to realize the following: I needed to undertake the responsibilities of the position I wanted before I could be promoted to it. I had to take responsibility for myself … I needed to figure out who I wanted to be and how to make it happen. Ultimately, I became the CEO of Me, Inc. This professional epiphany opened the door to a promotion as Senior Executive, the Office Managing Partner of Accenture’s Philadelphia office and the Managing Partner of the Office of the CEO at Accenture.

Changing roles in the workplace isn’t always easy, but I facilitated my new roles through my Make-it-Happen (MIH) Model, which consists of four easy-to-follow steps:

1. Set a clear vision

Just like the CEO of a corporation has a vision for their company, you need to have a vision for your company (You, Inc.). Take a moment to think about your future. What are you doing in five years? For example: “I am a partner at Accenture, in the Government Services practice, and my team just won a contract with the Department of Defense to implement a new human resources system.” Send an e-mail to someone, describing what you wish to be doing, and date it five years from today. By doing this, you’re talking with others about your aspirations and you’re committing to make it happen.

2. Build a team that supports you

You know what they say: two heads are better than one. Your team will serve as the Board of Directors of You, Inc. They will help you gather the necessary resources for you to achieve your vision. Your team should include people who: you admire, will open doors for you, and will recommend you for the opportunities you need to gain valuable experience. These people can be experts, mentors, advocates, executive coaches, stakeholders, etc. When I was at Accenture, my team included my peers, my clients, people I admired, and people who were in positions that I aspired to have (in addition to others in senior positions).

3. Develop a detailed plan

What do you need to do to obtain the promotion you want and how will you do it? What kinds of skills, experience, and knowledge are required to achieve your vision? Think of your plan as a roadmap or a GPS. You’d never leave for a long road trip without one of these, right? Developing a detailed plan will get you from where you are to where you want to be. Be clear, be concise, and set goals with dates. This way, you’ll always know where you are and what you need to do next.

4. Navigate the journey

BigStock: The Winding Journey
BigStock: The Winding Journey

Once you have your vision, your team, and your plan set in place, it’s time to put You, Inc. into motion. Be aware of your product and its packaging. You should also be aware of how you’re presenting and marketing You, Inc. As you navigate through your journey, monitor what’s going on around you. Which parts of your plan are successful? How about the parts that didn’t work out quite as you planned? Learn from any possible mistakes and move on. Look back at your original plan and make adjustments as needed. I proactively change my plan every 3-5 years. My end goal is to make myself indispensable. As the strategy of your organization changes, you need to change to be indispensable.

Ultimately, to make change happen, you must embrace these four steps and proactively seek opportunities for yourself. As I always say: make things happen for you, don’t just let them happen to you. Take responsibility for yourself. If you do this, you’ll be well on your way to achieving your goals and becoming the CEO of You, Inc.

—-

Author’s Bio: Susan Bulkeley Butler is the founder and CEO of the Susan Bulkeley Butler Institute for the Development of Women Leaders. Susan is also author of “Become the CEO of You, Inc.: A Pioneering Executive Shares Her Secrets for Career Success” (the Revised and Expanded Second Edition was published in May 2012) and “Women Count: A Guide to Changing the World” (). You can find her on Twitter at @SusanBButler.

Thank you for adding to the conversation!

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

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Filed Under: management, Personal Branding, Successful Blog Tagged With: bc, Business development, LinkedIn, personal-branding, personal-development, small business

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