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Stop Giving Them Fish, Start Teaching Them How To Fish

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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?

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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

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Thank you, Rosemary!

You’re irresistible!

ME “Liz” Strauss

Are Your Customer Relationship Management Skills Up to Par?

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If you see your sales numbers and return on investment (ROI) taking a significant dip as we near the midway point of 2012, perhaps it is time to give a second look to your company’s customer relationship management (CRM) skills.

Sit down and simply ask yourself as a small business owner what tactics you are employing to make the experience every one of your customers has better each time.

Among the steps that you should be employing:

  • Properly branding your product – While other companies scale back their marketing efforts when dollars get tight, others see the chance to take advantage of the tough times and gain an edge on the competition. When it comes to branding, it is more important than ever to make your product stand out;
  • Determine value to your customers – At times when consumers are concerned about their financial security as many have been in the last few years, they are in need of reassurance. Consumers are not likely to make binge purchases; many want the sense of making sensible purchases, control, security and simplicity, leading them to be more frugal when it comes to their buying habits;
  • Social media presence – Whether it is Twitter, Facebook or another venue, social media offers a great means to engage the customer and find out what they like and what they don’t. You may or may not want to employ someone in your business on a full-time basis to oversee this area, but at the least it should be attended to on a part-time basis;
  • Customer experience – Another main area to focus in on is the customer experience. Customers have a lot of options with which to choose from, so how are you going to set yourself apart from your rivals? The key here is making the customer experience worthwhile enough where they want to keep coming back time and time again. Do your employees put your customers first or are they an after-thought? Do your employees who work the phones treat the customers like they’d want to be treated, or are they short and rude with them? Finally, do your employees provide the necessary answer/s when a customer has a question about a product? Know these things and don’t take them for granted;
  • Customer rewards – Lastly, what are you doing to reward your customers for their loyalty to your business? A customer will continue to come back over and over again if they like the service and feel the prices are reasonable. It is important as a business owner to treat returning customers properly and reward them for their continued patronage, be it through special rewards programs like discounts and the like. There is a reason this particular customer came back to you for purchases, so never forget that.

Make customer relation management skills a top priority at your small business in order to better position you and your employees to reap the rewards.

Dave Thomas, who discusses subjects such as business plans templates and customer service call centers, writes extensively for San Diego-based Business.com.

I Can Show You How to Do That in Less Than 20 Minutes

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All you have to do is ask.
People say that every day.
But you ask and it doesn’t work. Why is that?

I remember when I wanted to learn how to set up an ebook, I asked and asked and asked. You might think with the group of friends and connections that I have i might have been able to find one, two, or twenty, who already had dome something like that. In fact, I did.

And I asked.

But what happened next … became 6 of the most frustrating weeks of my life.

The 7 or 8 people I asked all told me the same things …. things like

  1. what a great idea
  2. it’s easy to do
  3. I can show you how to do that in less than 20 minutes.

Then they talked about random things for over an hour and still never showed me how.

I’d see them on Twitter and say hello. We’d chat. We’d update each other on progress. I’d mention that I’d still not figured out my way through the ebook maze. And again I’d hear something like

  1. what a great idea
  2. it’s easy to do
  3. I can show you how to do that in less than 20 minutes

But they never did.

All you have to do is ask.
It’s more complicated than that. What I’ve learned since then is that

  1. people like to help people who help themselves first.
  2. when you help yourself first your questions are specific and answering them doesn’t feel like work
  3. helping someone is even more meaningful when it moves our own cause forward too.

Now, before I ask, I learn all that I can learn on my own — read all my friends and connections have written about what I’m trying to figure out. Then when I still have question I can start with

I’ve read your blog and there’s one part of this process I don’t understand. Could you help me with it? You might get an idea for a new blog post out of it. I might even offer to write that blog post in return for the advice that I’m getting.

It’s always more attractive to help someone who has started by helping herself.

Be irresistible. Help yourself first and show how helping you will move them forward too.

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

What Customers Already Know about Influence and Loyalty

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Time is the New Money: 7 Crucial Truths for 2012

The silos of thinking that made our processes work were great when we were building assembly lines and factories. The spreadsheets of data that sorted our thinking were fine when we were counting dollars and doughnuts and things that didn’t think too. Fear of change, love of past success, bias that interprets history in our favor leads us to repeat and re-imprint bad or outdated behaviors in our organizational brains.

But when it came to predicting human behavior, teaching and training leaders, or bringing together teams in collaboration,

Big data has crashed through the halls of our silos.

Now through weird combinations of buying habits Target decides that we’re pregnant. For as much as they’re right, they’re wrong too. Just ask my friend who isn’t pregnant who’s getting samples from Similac.

Why don’t they just ask if it’s true? We talk to people who ask us more than we talk to people who tell us.

Find out about Influence and Loyalty

Once in the world of broadcasting, companies could control the conversation. Is it that habit of controling that keeps them secretive about asking?

The older, the larger that business has grown the harder achieving that new culture must be;
that is … they have more past success, more to lose, more to fear, fewer models of trust and collaboration.

Yet the business that will win my trust and gain my influence will be a role model, leader, learner, teacher, guide to the use of its product or service. If you want your company to embrace the social web, champion these ten roles as an action plan …

    It’s important that we recognize that customers already know …

    • Influence is more than moving people to click on an add or retweet an offer. We might do those. We might even write a blog post. Hand us a free phone and we might use it, but that doesn’t mean will carry your banner of influence.

      Want me to tell my friends about you, evangelize and spread the word to others who I hardly know? You have to be even better than your product. Understand what it means for me to put my seal on your product. I have to trust that it won’t show up broken, or break when someone first uses it. I have to know that my good experience wasn’t just a fluke. I want to know that you weren’t only extremely to me, but that you’re extremely professional to everybody.

    • Loyalty is a relationship based in trust. Lasting loyalty isn’t tied to price, points, or other forms of bribery.
      The “tools of social media and social networking” are as important, but not more important than other social tools and venues through history, such as cave paintings, paper and pencil (or crayons), print communication, the telephone, radio, television, the neighborhood bar. Loyalty is a belief that you’ll be there and be the same person even when I’m not around to see you.

    We are influenced by our friends because they are predictable. We know which ones always buy the first of everything and which buy after the sell-by date. We don’t follow the fickle ones blindly. We don’t follow the judgmental ones to places where we disagree.

    And we don’t follow people who tell us what to think without finding out who we are.

    Just yesterday, I heard someone who spends no time online talk about “companies that don’t ‘get’ it.” What she meant is that her favorite store changed a policy in a way that served themselves not their customer.

    What customers know about influence and loyalty is that we don’t like companies who are selfish.

    Are you sure you’re serving your customers?

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

Haven’t You Got Smaller Fish to Fry?

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A Guest Post by
Rosemary O’Neill

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If you’re a small business or a consultant, Fortune 500 clients are a rush. Impressive logos can adorn your sidebar, you can impress your grandma with how successful you are, and credibility is yours. However, it’s very important to treat every customer as if they are your “marquee” client.

And here’s a secret:

The small fry customers aren’t used to being treated like a VIP, so they are easier to delight.

Here are a few more reasons why the small fish deserve TLC:

  • Small fry grow up to be big – that lower-tier administrator you’re dealing with may get a promotion or move to another company and suddenly be the decision-maker.
  • The neighbor effect – the woman who runs that small business could refer you to her neighbor, who is VP of Something Important at a Fortune 500.
  • Large quantities of small fry make a steady revenue stream – if you’re reliant on the good graces of a few big companies for your revenue, you’re in a precarious position.
  • Smaller organizations can be easier to deal with – it’s much easier to get access to the decision-maker at a smaller organization.

Never burn bridges – if you try every day to delight everyone who comes in contact with your business, including the “nobodies” with no money to spend, you are building goodwill equity that comes back to you when you least expect it.

If you pay close attention, your individual small fry will build into a net-bursting haul.

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

Are Your Customers Embedded?

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A Guest Post by
Rosemary ONeill

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Last week, my husband and I went out to eat at a new restaurant. It was obviously a family-owned affair. While we were waiting for our food, a guy appeared out of the kitchen hoisting aloft a plate of hot wings. He said, “these are for anyone who wants to try them.” Of course, I had to try them, and they were excellent.

I asked the guy what they were called. He said, “I don’t know, they don’t have a name yet, what do you suggest?” I laughingly said, “call them Rosemary’s Wings!” He said, “we just might do that.”

Do you think I might be curious to revisit that restaurant to see whether my wings are on the menu? You bet. And if they are, do you think I’m likely to return again and again? Yessiree.

That restaurant has the same opportunity all business owners have—to literally embed customers in the business. At my company, we’ve had a long-standing tradition of making little gestures that weave customers into our daily work; naming features after them, using their names on documentation, hiding “Easter Eggs” in the code, and thanking them for suggestions that lead to new software features.

Once a customer has been “embedded,” they have a feeling of investment that is very hard to break, as if your business is their personal project.

What are you doing to make it personal? Is there a small crazy gesture you can make that will earn you a customer-for-life?

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