Spring Cleaning Your Blog

April 20, 2006 by Liz Leave a Comment

Spring Comes Twice a Year

I highlighted this post last October, when it was spring in Australia. Still, I think the information is worth bringing forward now that it’s spring in North America. It’s an article by Duncan Riley from the Blog Herald called, Quick spring cleaning tips for your blog. Here’s what I take from Duncan’s article and pass on to you.

2. New header–If you haven’t noticed, new headers are sprouting like spring flowers.

3. Clean up your links–Sad to say some of those folks on your blogroll may no longer be blogging.

4. Edit old posts–Update old posts and add references so folks will go read them.

5. Take a walk around the blogs. Spring walks are always invigorating and inspiring.

Duncan also suggests signing up for an affliliate program. I don’t see any reason not to . . . It just didn’t feel very springy to me. 🙂

Got any to add to my list, since I already have the mop and bucket out?

–ME “Liz” Strauss

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There’s No Putting ME in a Box

April 18, 2006 by Liz Leave a Comment

A Heartwarming Story

One more story–this one will explain the last. You may already know it. It’s inspiring and heartwarming. I’ve encountered it more than once myself.

A few years ago, at the Seattle Special Olympics, nine contestants, all physically or mentally disabled, assembled at the starting line for the 100-yard dash. At the gun, they all started out, not exactly in a dash, but with relish to run the race to the finish and win.

All, that is, except one little boy who stumbled on the asphalt, tumbled over a couple of times, and began to cry. The other eight heard the boy cry.

They slowed down and looked back. Then they all turned around and went back……every one of them. One girl with Down’s Syndrome bent down and kissed him and said, “This will make it better.” Then all nine linked arms and walked together to the finish line. Everyone in the stadium stood, and the cheering went on for several minutes. People who were there are still telling the story.

It’s a lovely read, but it’s not what happened. [Read more…]

Do You Know a Customer When You See One?

April 18, 2006 by Liz Leave a Comment

True Story

I was in my mid-twenties. I had left teaching and had an executive job in downtown Chicago. I was a young professional with a disposable income, who needed some business suits. My mother had taught me the value of investment dressing–now that I’d finally quit growing. She had said it was worth buying classic, expensive clothing that fit well, because the investment never went out of fashion. A 36-inch inseam meant off-the-rack clothing wasn’t an option for me anyway.

It was a Saturday afternoon when I arrived at the storefront on Wabash Avenue. This was the kind of place where CEOs sat on embroidered couches reading Forbes magazine, while a wife or current affair of the heart decided which 7 or 8 suits and dresses she simply could not live without. Then he paid and, they both left happy.

Three women, all at least 10 years older than my mother who was 30 years older than me, were standing at the elegant counter when I walked in. I was wearing my baby blue, down-filled ski jacket with the torn pocket, a bright red ski sweater with a bicycle tire embroidered on the front, and my blue jeans that came complete with frayed bell bottoms, a patch on each back pocket–have a good day/have a nice night–and a drawing in ink up the inside right thigh that I had made while talking on the phone the night before.

All three ladies, who worked on commission, looked up when I came in. I was the only other person in the store.

I wasn’t the usual vision that walked through the door.

Hoity Hoity Meet Saloonkeeper’s Daughter

Two of the ladies–hoity toity is the only word to describe them–frowned and immediately went back to talking. They had tried to intimidate me right out the door. It was sort of like that scene in the movie, “Pretty Woman.” That didn’t bother me. I was a saloonkeeper’s daughter. Obviously they’d never seen one of me. [Read more…]

Just Say YES!

April 15, 2006 by Liz Leave a Comment

Unless There’s a Really Good Reason Not to

When someone asks for a favor, just say yes. Most favors don’t take as long as thinking up a reason to turn them down would. Doing one feels better than turning one down does. You might be surprised at the ways that the favor comes back to you. I was reminded of that twice just this week with a lovely gesture and a clever response to a request for a critique. Take a look, if you have the time. I’d love for them to get them your comments.

There’s no rule that says you can’t run a business and have a heart. In fact, I look for a heart in the people I do business with.

–ME “Liz” Strauss

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Customer Think: Saying Things without Talking

April 13, 2006 by Liz Leave a Comment

Everything’s Equal or Is It?

You’ve just sold your car. Now you have a nice chunk of cash to start a new account until you need to use it. You head down to the bank where you have your accounts, and by some weird alignment of stars TWO account managers have time for you right away. This bank must be going through some sort of customer service training, you think, because both look up and say, “How may I help you?” They’re sitting right next to each other in identical, bank office-type cubicles. Both are dressed in the typical, bank office-type blue suits.

The only ways you have to tell them apart are their nameplates–Ms. Chase on the left and Ms. Fargo on the right–and the way they look at you as you try to decide which one you would like to spend the 15-20 minutes going over your accounts.

. . . . . . . . . . . .

You’re the customer, who gets your new business?

Saying Things Without Talking

So much of what we say to each other is communicated without a single word. Researcher vary on how much of a message is carried nonverbally, but they place the low end of the range at 65%. The sad part is we’re often not aware when we’re the ones communicating and too aware when we’re the ones being communicated to.

In a Brand You and Me situation, smiling a lot seems to be a good idea. Smiling releases chemicals in the brain that actually can raise your spirits, especially when you like the person you share a smile with. If that person smiles back, things get better than ever.

The moral seems to be. the more we care about customers and show them we do, the better we feel and the better they will too. Now that’s business promotion that should get us all smiling.

I like smiling. It makes me feel like I’m the nice one.

–ME “Liz” Strauss

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Customer Think: I’m Not a Kid, I’m a Person

April 12, 2006 by Liz Leave a Comment

Grouping People Doesn’t Work

Each year when my son started school with a new teacher, I would wait about three weeks. Then I would make an appointment to see her. I would bring along a few cool books I had carefully selected for her classroom as a gift. I gave her the three weeks because I wanted my son’s teacher to have a chance to get to know this rare and brilliant child on his own–we needed a common place to speak from. I brought the books because I wanted my child to move from being a “boy in class” to being a person–a child with a name, whose mother knows about books and cares about him.

I did those things because I was a teacher once. I know how easy it is to think of those faces as “the kids in my class,” not as individual people. Teachers are human beings and when you’re faced with 20-30 small people to get to know, it doesn’t happen very fast. The sad news is that extreme cases get center stage. Think of the names you remember from your early school days–they’re the extremes: the kids who were really smart, really bad, or really good friends with you. The rest become a blur. We’re human we make groups and unfortunately, we like to group people too.

Grouping people doesn’t work for getting to know them as individuals.

My son taught me that when he was all of three. I said, “Hey kid, let’s go.”
He stopped cold in his tracks, looked at me, and said, “I’m not a kid. I’m a people.”

We Have Relationships with People

We don’t have relationships with customers, or with users, or with eyeballs. We have relationships with people. It may sound like semantics, but it’s more than that. How we use words points to how we think and how we value ideas. If we think customer first and then person, we’re thinking backwards. Humanity wins out every time. Take care of the person and the personal relationship, and the work will take care of itself. Try it. It’s true. When we show people that we value them, they hardly ever let us down.

The reason that humanity wins is because real customer relationships are built around customer needs and desires. Needs and desires are individual human things, packed with individual human quirks and nuances. Sure there are patterns in any human group. You can even pile those patterns into demographics if you want. Stay at that level, and you’ll be skating on the surface where there’s only information and no heart.

I can’t begin to know my customers, if I don’t know what’s in their hearts.

Where Everybody Knows Your Name

Customers, visitors, and readers are people, not users, traffic, stats, or any other word that steals their humanity and steals our own humanity as well. It’s brand YOU and ME–together. My three-year-old customer-son was right to set me straight when he said, “I’m a people, not a kid.”

Who doesn’t want to walk into a restaurant where everybody knows your name? Who wouldn’t rather work with someone who knows who you are and cares about the things you care about? Who hasn’t had the experience of being treated like less than a person by a clerk, a doctor, or a boss? Didn’t that make you want to say, “Hey, I’m a person I have a name.”?

Do something small today to show a reader, a customer, or a visitor–someone who’s just met you–that you know that he or she is a person of value. See what happens. Then see how many times today people treat you–a customer–in that same personal way.

A business that values me as a person has my business and my brand loyalty from minute one. By week three, they’ll have the business of all my friends as well. There is no better promotion than valuing customers as the people that they are.

–ME “Liz” Strauss