Thursday, February 21, 2008

The value of human contact in branding and marketing

There is a lesson to be learned by examples set by some of the larger companies who have forgotten the value of human contact in branding and marketing. There is nothing like getting an automated system when you call a company verses getting a real person. I know of some companies that have lost a lot of customers, like me, this way. All you ever got was a machine you had to fight with it to get an answer or directed to the right department, then maybe you might get a real person. I am now dealing with a company that advertises that they have real people answering the phones. I know that a lot of companies have re-evaluated the cost savings of automated systems verses customer loss due to perceived poor customer service. Quit a few companies now advertise the fact that you reach real people when you call.

If you have a store and your customers spend more time looking for some one to help them then looking at products you have a problem. If the staff they find tells them it is not their department so they cannot help, you have a problem. Every thing people do or do not do when representing your company affects how people view your company. If some one gets poor service in a restaurant, they are not likely to go back. It’s the same in any area of business. Word of mouth is one of the strongest marketing tools out there; the people working for you have a direct influence on what is being said.

If you don’t have good people in contact with your customers you will not have a good relationship with those customers. This goes from the person who answers the phone, to taking orders, or resolving issues. If you are not going to take the time to help me I will take my business else where thank you. To day the customers control where they buy from, and if you don’t meet their needs and wants they will find some one else who will.

There are more companies out there succeeding because they know how important any and every contact with a customer or potential client is. People are willing to pay more when they get good service. People judge your company on how they perceive their treatment and the quality of your goods/product. I don’t care how good your product is, or what a great deal it is price wise if your employees treated me poorly.

The bottom line is customers want to feel valued. Having a person willing and able to help resolve problems effectively and efficiently makes some one feel more valued then having to fight with a phone system, or search on a web site for answers or dealing with an unhelpful person. Every person who works for a company represents that company when dealing with others, they are branding your company no matter how much marketing you do.

Tuesday, February 19, 2008

Should you butter up your boss?

It seems like such a good idea at the time. Maybe if you butter up your boss they will remember that next performance review, job assignment or promotion. It cannot hurt to try, right. So how do you butter up your boss?

The whole point of butting up your boss is to get on their good side. You want to be well thought of by your boss and get some sort of benefit as a result. Are you doing this as a short cut, to bring positive attention to yourself, or deflect their attention from your work? Unfortunately how we do our job is not always what gets the promotion or raise.

There always seems to be some one who gets away with all sorts of things just because they are "friends" with the boss. As an extreme example, I remember one who would come in, sit at his desk and spend his shift on the phone with his friends and doing artwork. Some how he never had any problems keeping his job or meeting his quota. That was until the people above his supervisor noticed a change in staff productivity and retention. No one wanted to work when he did not, and some how he was reaching his quota but other people got fired for not reaching them. Lots of questions about what was going on. Turns out he was the supervisors boyfriend and they both got fired.

Now I would not recommend going to that extreme, but we all know having a friendly relationship with the boss can have its benefits. Another extreme example; at another job all of the long-term employees in the department were "friends" of the manager and supervisor. Some had started as school friends but all the long-term staff was a tight nit group who spent evenings and weekends hanging out with each other. If you did not have the time to hang out with the manager after work or go to their parties then you did not fit in and it showed in your job performance reviews. Several of the people would even bake and bring cookies or cake in to share with the department every week. The manager had a sweet tooth. You either conformed to fit in or lost your job or you found it so difficult to work with them you looked for other work. This resulted in the loss of quite a few skilled and educated employees and the retention of people who had on the job training but not the education.

In most places of employment things are not quite that bad but there is usually some one who goes out of their way to cultivate a "friendship" with their boss. They can be seen doing any number of things to get an in with the boss. Buttering up the boss with complements, gifts or finding ways to socialize outside of work. They always seem get the good assignments, or raise and some times the promotion.

Some people can argue that their work performance is what gets them the good assignments, raise or promotion and that buttering up the boss only gave them an edge. We know it works with some bosses, the question you need to ask before you try to butter up your boss is, will it work? And then figure out what will work with your boss without alienating your coworkers. Bringing in a batch of brownies for the whole department, not just the boss is a good way. In the long run though only you can see what will work with your boss, or if it will work at all. However, being friendly and helpful with your boss and co-workers should not hurt their opinion of you and may open up some opportunities for you.

Saturday, February 16, 2008

How to avoid sabotaging your career

There is nothing like the fear of success. So how do you avoid sabotaging your career? There are a lot of ways to sabotage a career. Don’t think that just because you have the job that’s it. You still have to keep the job, work with others and survive the politics. Being able to do the job, and doing it well is not enough.

There is nothing that destroys a career faster then alienating your co-workers. Trust me, management notices when some one does not fit in, or work well with others. No one likes some one who is disruptive to the harmony of the work place. If you don’t fit in will anyone recommend you for a better position, or more responsibility? You may even find yourself with out a job. Working as part of a team toward a common goal looks much better.

Take all jobs seriously. Doing poorly at one job can have a long-term affect. If you are looking for a job would you be able to use that job as a reference? Even if you'r boss gives you what looks like a make work job still do the work to the best of your abilities. If you don’t then how will that look, will they trust you with other jobs, more important ones if you slack off on this one.

Follow through. If you commit to doing some thing, do it, even if it is just picking up coffee. Other wise you are just full of empty promises and are not to be trusted. Not following through means you are not dependable or reliable.

Be truthful. Take responsibility for when you make a mistake. If you don’t know some thing then be honest about it and ask for help. Don’t hid it, dishonesty in any way will always come back to haunt you.

Be on time, both getting to work and completing your work. It is a sign of disrespect when you do not show up on time. Not showing up for work on time means you do not care about the job. Not getting your work done on time can be seen as you are unable to do your job.

Dress appropriately. Appearance does affect how people perceive you. If you dress like a slob, or like you don’t care it does not create a feeling of confidence in you or your abilities. If you don’t show that your respect yourself, why should others respect you?

Don’t make work your place to socialize or over share you life. There are times and places to make friends, and share what ever you want with them. Work is not that place. It is not professional for one; you are there to work. Being friends with your co-workers is fine, but do your socializing and chatting outside of work. Never say bad things about co-workers and keep your personal life private. You never know when you tell some one some thing if it can be used against you. It is office/work place politics, never give people ammunition.

Treat others with respect even if you don’t like them. You never know how you deal with some one is going affect how people see you. If you blow up at some one then you are a hothead, unstable and untrustworthy. If you keep your head, be polite, use your inside voice for what you are really thinking, it looks like you are diplomatic, a team player, and dependable.

Don’t take a job just because it is offered; make sure it fits your needs. There is nothing like a bad fit. If there are no growth options then how are you going to move your career up the next step? You are going to have to look out side of that company or be stuck in the same position. So you have to spend your time doing the job searching, find the right job, and establish yourself all over again.

Most of this is common sense. When you are stressed, or unhappy at work or with work it is easy to forget how this job can affect your long-term career. How what you do and say today can haunt you or help you. You never know when some one in your past can be part of your future, or how they can affect your career.

Thursday, February 14, 2008

The pitfalls of telecommuting jobs

I work from my home, or I should say I have a home business. How much work that actually gets done depends on the day. There are a lot of pitfalls with telecommuting jobs and I fall into every one. The great plus about working at home is the flexibility. Unfortunately that is also the biggest pitfall out there. It is too flexible, you ether do nothing but work all the time or never get any work done. You’re never away from your work; it is always in your home waiting to be done. It is easy to get caught up in what you are doing and loose track of every thing else. Or you get every thing else done because you can always do your work later and nothing gets done. You want to sleep in, go ahead, you can just work latter. You can fit appointments in any time, but then you find your day is full of nothing but appointments.

Working from home can be very rewarding or the most frustrating experience ever, or both at the same time. To be able to work at home you have to be a self-motivator, police your self, be very organized and get the work done. There is no one to help you when you have problems; you have to rely on yourself. Sick days, what are those? People also expect you to be working all the time. So its 6 pm your at home so it is ok for me to call you about a job or to give you more work. What do you mean you have a life out side of work, other commitments? You work from home you should be available all the time.

People do not treat you with the same respect as they do people they see as having real jobs. You know, ones you have to leave the house for. It does not matter how successful you are or busy, you stay at home so you don’t have a real job. Friends or family call or drop in any time, they know you are going to be home. Do they respect the fact that you are working? No, you can make time for them. It is not like you have a real job where you have to go to work. If your kid is sick, you end up taking care of them at home. Why, well you were going to be home any way. How hard can it be to get your work done at the same time as taking care of your child? So what if you have a deadline or have to run around to get some things done. You work at home, so work around having to take care of your child.

For me I am lucky in that both my husband and I work on the business together. How well the business does is up to us. We help motivate each other, and help each other from falling into the pitfalls. It took some time because when we first started it was too easy to find the day gone and no work done, or we just worked 12 hrs non-stop. But we learned that we had to have an area that was just for work. It keeps our work life apart from our home life. Our commute may only be to the basement but it is still a commute. If I don’t make jewellery we don’t have any to sell. If we don’t put the items on our e-store we cannot sell it. If we don’t ship ASAP our customers are not happy and we lose sales. We control what we do and how we do it. We don’t have to answer to any one but our customers. We love what we do so the work gets done. That all said and done, I have to get back to work.

Wednesday, January 30, 2008

How promotional gifts ensure your company is remembered

Who does not have half a dozen or so company logo magnets stuck to your fridge? They work great as a promotional gift for the delivery food industry. Most people use them, so there they are right on the fridge, so you are usually hungry when you see them. Chances are if you are hungry and have the money your going to call them instead of going to the phone book and looking for some one else. This works for the delivery food industry because it reaches the target market, hungry people about to make or get food. It is also not very expensive with a long-term affect so it is cost effective. This promotional gift does not work for most other industries.

For a lot of retail places coupons can be seen as promotional gifts. They work to get people in, it can be seen as getting some thing for nothing, in this case money off or 2 for one. But people don’t associate coupons as a gift, and they only have a very short term affect. This also goes for food samples given in stores. You want some thing that is seen as a gift, and will have a long term affect so it is cost effective. Promotional gifts do not work if they are short term, consumable, expensive, not easily associated with your company, or not seen because it is not used, packed up or tossed.

There is a lot to think about when looking at promotional gifts for your company. One thing you have to remember is that it is part of branding your company. It needs to fit in with how you want to be seen. A cheep promotional gift is not going to work if you are going for a high-end image and an expensive one may not be cost affective. A nice quality key chain works for high-end car sales. People will use it, it reinforces positive feelings toward the dealer, this leads to positive word of mouth and repeat sales as well as having the customer using the dealership to service the car. As you already made the sale it is a cost affective promotional gift that ensures your company is remembered.

Gift certificates work in some retail situations. If you have a monthly contest then people come in to enter, so you get increased traffic. Increased traffic usually results in sales both in walk in retailers or on line ones. People will also check to see if they won or some one they know did, more traffic. The person who does win will use the gift certificate to buy some thing that will give them a positive association with your company. This also helps with word of mouth marketing. Every one loves to talk about winning, or getting some thing for free. This is a good way to get positive company branding.

However, you want some thing that any one seeing it thinks of your company. How do you find the right thing to use as a promotional gift? You need to take time, put the work into research and design. It is better to not give a promotional gift then spending money and time on one that does not work. Especially when putting a little bit of time and effort can give you one that does. You need to know whom your giving the promotional gift to, how they are going to use it or see it, and will it stand out from all the other promotional tools other companies use. Take a look at what other companies are successfully using, why it works for them, and what will give you the same results.

Friday, January 25, 2008

How to develop leadership skills

What is the best way to learn how to develop leadership skills? Well you can go find a book full of lists of skills and personality traits that make a good leader. In it you will find the same old list of skills and traits that are seen as being needed to be a leader. Or you could take the time to take a closer look at people who are actually in leadership positions. We all know that leadership is a combination of specific skills and personality. So lets find out what they really are.

When you look at some one you see as a leader what characteristics stand out? A leader may not know how to do a job or a project but they do know who can. A leader may not always be the smartest or the most charismatic person in the group, but they are the person taking action. You will notice that most leaders listen, voice their opinions and do. They take action and expect others to follow. They also tend to be organized and quick to grasp a situation and find solutions or the person who will. Not all leaders are well liked, but they are respected. People trust them to do what is expected. They show confidence in their abilities and a willingness to learn what they don’t have or know. Or at least listen to some one who does.

The skills you find these people to have may or may not be in those books about leadership skills. You will probably be surprised by what makes people in leadership positions stand out from those around them. No one is going to have the same mix of skills or personality traits. So know you have to figure out what is going to work for you?

What skills do you already have? What skills can you develop? You can see what things you need to work on and change with in your skill sets. Is there an opportunity for you to develop your skills at your work place? Don’t expect to be able to learn or change every thing over night and be a leader the next day. It is going to take hard work. Skills need to be practiced, a balance learned as you figure out what will and will not work for you and your personality.

So you see the skills, you may even have them all. Now you have to realistically look at your personality. What do you need to change or work on? How much do you have to change? Are the things you think you need to change in your personality just skill sets you need to learn? Things like positive assertiveness, anger management, communication, negotiation skills, or even time management. If you have to change a large part of who you are to be a leader your going to have to decide if it is worth it to you. If it is, start taking courses, classes, and seminars. You don’t need to try and do it on your own. See if you can take more responsibility on at work. Take the INITIATIVE, because that is what makes a real leader.

Sunday, January 20, 2008

Making money on the Internet by writing a blog, truth or fiction?

People kept telling me that I could make money online, that there is contract work available for people who write blogs. I was quite sceptical about it; I could get paid to blog, right. I had to many of the get rich working from your home spam emails. I had one person telling me, on a forum, about how he was making so much money by writing web site reviews. I thought sure, and when are you going to ask me to sign up and give you all my information. Well strangely enough he never did. What he did was answer my questions honestly.

He had been writing a computer technical blog for years and one about software, coding and programming. The blogs built up a huge readership over the years. He had been approached about doing reviews for different companies, everything from the technical side to reviewing games, and programs. They would pay him to write about their product with a link back to their website. He started small and now gets paid any where from about $100 to $500 per article he is contracted to write. So of course everyone was asking were to sign up to do this. He explained that at this point he is usually contacted by the company directly to review their products or sites but that there are quit a few different companies out there that act as a middleman. They have bloggers register with them, and then will either offer them a job to write an article at a specific price or will let them bid on jobs and let the companies pick who they want to write the blog.

I was expecting him to tell us to all sign up to one company, as some companies will pay for everyone who registers under you. He actually told us to look on the Internet and find ones for ourselves. I liked that. He gave us the information we needed and then told us to do the work. I spent some time looking at some of the different sites that I could get paid to blog. I signed up for several to see how they worked. So far Smorty has offered me assignments that actually fits with my blogs. I have found Smorty easy to navigate and I don’t feel any pressure to take an assignment. I don’t think that I am going to make large amounts of money doing advertising blogs or website reviews. I do think that I can make a little money writing about things that interest me and I would probably have written an article anyway. Mind you I am only willing to write about things of interest to me no matter if someone wants to pay me or not.

I think that if you are already writing a blog then doing blog advertisements that fit with your blog then it is not a bad thing, as long as your writing the truth and just give your opinion on the site. If you are writing about some thing that is of interest to your readers, with a link to a site that has more information or might be useful then that is actually a good article, even if you were paid for it. However if you are thinking about starting a blog just to write blogs for money it is not going to work. People are not interested in reading ads about anything and everything, no matter how well written. Like every other business decision you have to do your research and don’t do something because someone told you that there was a lot of money to be made. The reality is that if you are writing blogs to make money you have to put time into it and the payout is not going to be the big bucks for a very long time, if ever.