by Ace Concierge | Virtual Assistant | May 14, 2013 | Customer Service, Entrepreneur, Small Business
I love to read! One day I was sitting on the floor of a local bookstore, in the business of course, and picked up “Little Teal Book of Trust” by Jeffrey Gitomer. What a dynamic book about becoming a trusted advisor in business and life. Building and earning trust is a key foundation for any relationship. In operating a business, you want to be “THE ONE” customers and prospects call for assistance, products and services. Your customer wants to know he is valued, respected and you have his best interests at heart.
WHAT A CUSTOMER WANTS FROM YOU by Jeffrey Gitomer
Instead of simply telling you how important the elements that will make relationships happen are (because you AND the rest of the world already know that), here, for YOUR benefit, are the actual elements:
- Relate to me. Know my needs and issues. Engage me by showing me other customers who are benefiting from doing business with you.
- Prepare for me. Show me that you have done your homework about my situation, not just yours.
- Don’t waste my time. Don’t ask me what you could have found out on your own.
- Tell me the truth. Truth leads to trust. I need to trust you in order to have a relationship with you.
- Tell me how I can use your product or service to build my business. I want to know how I can produce in my environment.
- Tell me how I can profit from the relationship. I want to know how I can profit from buying. And I want to know that you know.
- Show me the value, not just how it works. What are the elements of value attached to your product or service that relate to me?
- Make it easy for me to do business with you.
- Make service available when I need it.
- Be friendly to me. If I’m going to establish a relationship with you, I want it to be a friendly one.
- Respond quickly. If I call you, it’s because I need you, and I need a response now.
- Deliver on time. When you tell me it’s going to be there, I expect it. And it helps reinforce my feeling that you can meet my expectations.
- Have answers for me when I need them. I have questions about how your product works.
- Stay in touch with me. Keep me informed on a proactive basis. Make your messages more about me than you.
- Let me know when things or technologies change. Keep me informed about how I can stay ahead, even if it means buying more.
- Keep your promises. If you tell me something will happen, make it happen.
- Be a partner, not a vendor. Tell me how we will work together. And then prove it by your deeds.
- Serve me. I need to feel that service after the sale is more important than the emotion leading up to the order.
Do you know your customer?
by Ace Concierge | Virtual Assistant | Apr 2, 2013 | Small Business, Virtual Assistant, Word Processing
Living in the digital world of online connectivity and technology, we have been able to broaden our reach, create deeper relationships and have many avenues to share our voice. With this explosion of technology and new forms of media expression, we have become accustomed to communicating in 140 characters on Twitter, sending a quick IM or using much abbreviated texting that sometimes leaves the message open for interpretation, or worse, needing a few dictionaries or phoning a friend to decipher the code message.
While texting may be an efficient means to deliver a quick message, allow multi-tasking, and is less of an intrusion when there really isn’t time for a phone call, it can leave you scratching your head, wondering what the sender is saying. This type of tech shorthand is expedient but studies have shown it has negatively changed our levels of personal communications, interactions and writing skills for some. Educators from the Janus project “worry that heavy use of electronic communications such as email, social networking, texting, instant messaging and networked video games has diminished kids’ and adults’ social skills.” Texting is an instant convenient form of communication but has the possibility to weaken our social and written skills, if we allow it to happen.
Debra Vargulish, is a training administrator at the Latrobe-based global tooling company and college recruiter for Kennametal Inc reported that the students she meets are often inarticulate and shy, “They seem to be way better at using technology than older people. It’s actually the content that is missing. A lot of them don’t know what to say at all, and that’s not good.” Influence on Texting on Communication Skills.
The potential impact of texting:
- Reduce the in-depth conversations
- Dumb down spelling and grammar
- Distract people from being fully present
According to a Wall Street Journal article, people are becoming lazier about their grammar and spelling due to texting, instant messaging and social media.
Young students have turned in papers using text shorthand and emoticons.
The US Job Bank reports that many employers have expressed complaints and dissatisfaction with received employment applications that are written in text language. They noted that many applicants have a propensity to speak more informally and use abbreviated text messaging as though they are writing to a close friend.
There is now an online dictionary to explain the most used terminology.
You have just a few seconds to make a valued impression and if you aren’t clear, use proper spelling and grammar, this may present you in an unintended manner.
“Good grammar is credibility, especially on the internet. In blog posts, on Facebook statuses, in e-mails, and on company websites, your words are all you have. They are a projection of you in your physical absence. And, for better or worse, people judge you if you can’t tell the difference between their, there, and they’re.” Kyle Wiens.
While texting, shorthand “lingo” or social media communications may not directly impact you, it has influenced our communications and written word. Know when it is appropriate, who is your audience, become familiar with the common grammar mistakes, use spell-check but don’t depend on it 100%, proofread your documents, blog posts and emails two or three times and add in the email “To” field after you have taken the time to reread your message.
Your communications are a representation of you and your company. Make sure they are free of errors.
Image credit: Might Red Pen
by Ace Concierge | Virtual Assistant | Feb 17, 2013 | Small Business, Social Media
Listening in on the digital chatter is essential to your social media success and company expansion. You need to know about your industry, brand, competitors and trending topics but where do you start? There are hundreds of tools to help you to listen more, engage on a deeper level, troubleshoot, follow trends that influence your business, identify prospects, increase your ROI and to develop your network, all enabling you to grow your business and manage your online reputation as a thought leader.
Creating your online brand and reputation requires active listening, not just pushing content. The variety of platforms is exhaustive so choose a few, set up keyword alerts and monitor the content and voice in your stream. Test drive some of the FREE tools listed below to begin listening and analyzing your social media marketing efforts.
Develop your goals and strategy with a few tips in “Social Media Monitoring: Horton Hears a Whos”
Here is a great infographic about social media monitoring tools. If you scroll to the bottom of the image, you will see many of the ones mentioned in this post.
FREE Social Media Monitoring Tools
Bottlenose Real-time social intelligence engine searching social media with up to the minute news
Engag.io Monitor and engage in your online conversations on one platform. “Your Inbox for Online Conversations and Relationships.”
FollowerWonk Find, analyze and optimize your Twitter following
Google Alerts Receive email alerts based upon your keywords
Google Reader Harvest relevant content, RSS feeds, blog posts and websites
Guzzle Topic based news aggregator monitoring hundreds of feeds
Monitter Twitter real time keyword search
Social Mention Monitors 100 + social media sites bringing you all social media results relevant to your search query (keywords)
Topsy Search and analyze the social web
Twazzup Real time Twitter search engine
TweetLevel Keyword search, analyze and engage: Identify top Twitter influencers, real time keyword and hashtag insight, company buzz
Twtrland Visualizes social footprints; use keywords, hashtags @ name
Twubs Search industry and trending hashtags
Uvrx Social search using keywords, hashtags, names, brands
WhosTalking Social Media search tool, combining data taken from over 60 of the internet’s most popular social media gateways
Your turn: what are some of your favorite tools or suggestions?
by Ace Concierge | Virtual Assistant | Feb 11, 2013 | Small Business, Social Media
In today’s ever competitive business climate, social media is not a passing fad or simply a source of amusement for the younger generations. It represents an essential platform as part of your marketing mix. Consumer buyer behavior now reflects their consistent quest for up to the minute information about your company’s products and services. People buy from people and customers prefer the immediacy of the web, the data they can search, the recommendations they find and a community for their voice. You need to not only have an online presence but to be actively listening to your prospects, colleagues, partners, competition and clients.
A recent survey by Deloitte revealed that 60% of consumers are going online more often to locate the best products and services and their decisions are greatly influenced by the tools, information and service they find when they visit websites or perform a search. Brand loyalty and reputation are still based on the quality of the customer experience.
Social media is a vital component to your business, marketing, sales and customer service strategies.
Some companies fear creating a social media presence because they believe that if they do, they may provide their audience with a platform to complain or otherwise post negative feedback. Whether you create your community or not, the “talk” is still out there and if you are not listening, then you are missing the opportunity to troubleshoot and amend any potential detrimental comments about your organization.
Whether you are B2B or B2C, your social media presence should represent a strong role in your marketing and online energies. Your message must reach your audience where THEY reside, not where you think they are. Whether you choose to blog, send an e-newsletter or generate dialog via Facebook, Twitter, Pinterest, LinkedIn, Instagram or Google+, you need to discover where your client “hangs out” and greet them on their territory. Remember, you will need to utilize more than one neighborhood to reach your target markets.
“You don’t have to tweet, or Facebook, or even blog. But choosing not to embrace social media, even minimally, is choosing to be invisible.” Cindy Kraft
Take a look at these staggering social media statistics:
- 1 million websites have been integrated with Facebook (Huffington Post)
- 80% of users like to connect with brands on Facebook (Huffington Post)
- 1 billion registered Facebook users (Huffington Post)
- 200 million registered LinkedIn users (Huffington Post)
- Since the founding of Twitter, there have been 163 billion tweets (Huffington Post)
- 56% of customer tweets to brands are being ignored
- 625,000 people join Google+ everyday
- The +1 button is clicked 5 million times per day
- Websites utilizing the +1 button increase page traffic by 350%
- 80% of people prefer to get coupons, promos, and discounts from brands in social media (HubSpot)
- 43% of all online consumers are social media fans or followers. (Harp Social)
- 84% of B2B marketers use social media in some form (Aberdeen)
- B2B businesses experience a 61% success rate in customer acquisition using LinkedIn.(HubSpot)
- 91% of experienced social marketers see improved website traffic due to social media campaigns and 79% are generating more quality leads (The Social Skinny)
- 67% of Twitter users are more likely to buy brands that they follow (iModerate Research Technologies)
- YouTube has Over 800 million unique users visit YouTube each month
- Marketers spend an average of 4-6 hours a week on social media (Social Media Examiner)
- 34% of marketers have generated leads using Twitter, and 20% have closed deals (Mindjumpers)
- Pinterest is retaining and engaging users as much as 2-3 times as efficiently as Twitter was at a similar time in their history. (RJMetrics)
Social media is constantly evolving due to the mobile, social nature needs and wants of your consumer. They are more informed, apt to search for company details online, voice their opinions within their communities and forums, and make buying decisions based upon this data, as well as their network’s feedback.
Social Media Start-up: a few things to consider
- Where is your audience?
- What are their pain points?
- Listen to the chatter
- Create a strategy
- Generate a content calendar
- Post consistent relevant and valuable content
- Respond to comments
- Use keywords in your content
- Create alerts based upon your company, personal name, industry
- Who and where is your competition?
- Measure and track metrics
Investing time and effort in social media can be a very overwhelming mission, but I can assure you that it is well worth it. Once I discovered social media, my business converted to 100% virtual and all of my business growth comes from social networking, referrals and word of mouth. From a client perspective, I receive many phone calls per month with clients sharing their online successes, from speaking engagements, new connections, networking opportunities, guest appearances, increased sales and web traffic to new partnerships and other corporate achievements.
What are YOU waiting for? The time is NOW!
by Ace Concierge | Virtual Assistant | Jan 6, 2013 | Entrepreneur, Small Business, Virtual Assistant
You don’t generate revenue by posting on your blog, scheduling social media updates, searching for relevant content or images for your e-newsletter, creating Google keyword alerts, content curation, editing/proofing your website or sending appointment reminders. While these sample tasks are vital to your daily business operation, they are all low payoff activities that do not directly produce income. They inhibit your “real” productivity. Sustainable growth is derived from doing more of what creates growth and less of what seizes your time in the name of growth. You must determine the most profitable use of your working hours.
“Simplify, delegate, or eliminate other low payoff routines and activities that absorb too much of your time. This common-sense approach frees you for productive work on high priority items.” Strategic Essentials
Your valuable time is best spent focusing on your core genius, doing what only YOU can do to produce revenue for your business. Essentially, your income is limited by your time. If you are hindered with all of the backend details and daily minutia, you are not able to concentrate on business development, customer experience, creating relationships, engaging with your tribe, creating new products, planning your goals and action steps or networking with other industry thought leaders.
Case Study
Social Media Woes:
You are set up with some basic social media platforms, but realize that to create engagement, increase visibility, generate a sense of trust and build your tribe, you need some assistance.
Enter the Virtual Assistant:
- Discuss key market initiates, where do your clients commune, who is the competition
- Important industry keywords
- Create keyword alerts across multiple services
- Enhance social visual image of social media pages
- Set up news aggregators to deliver targeted content
- Create RSS feeds for industry blogs for post commenting or content generation
- Design content calendar
- Find/follow pertinent groups or lists
- Research, write and deliver relevant posts
- Edit/proof your blog content
- Regularly monitor and update your social media
- Other VA industry secrets employed! 🙂
In reviewing this list of a few of the social media management processes we administer, how much time do YOU have to spend to successfully handle your online reputation and brand?
These are low payoff activities but in the digital world, they are crucial essentials to building your positive online presence.
If you want to operate at your maximum efficiency level, focusing on only your high payoff activities, please contact us today!
Let’s create your strategy together.
by Ace Concierge | Virtual Assistant | Dec 30, 2012 | Entrepreneur, Small Business
From the time I was little, I can always remember my parents preparing meals from scratch. I don’t think I had ever seen a “box” of anything used as an ingredient or a starter. From the cooking to the presentation and even the table setting, everything was not only visually beautiful, but divinely delicious. Whether it was a holiday, family celebration or a simple dinner, they expended great effort, love and care in every morsel! This love and passion for food represented more than merely the building blocks for a gastric feast, but generated a powerful role model for each of their children’s drive for success, character development and yearning for business acumen.
To this day, everything I make is from fresh, whole ingredients. Last week I was boiling a chicken carcass to make homemade soup and as I watched it simmer, it was one of those Ah Ha moments realizing that being an entrepreneur is similar to cooking. If you want the best flavor from your soup, you must simmer the bones in chicken broth for about two days to extract the flavor of the marrow, chill the soup, remove the fat, pull the meat off the bones, add your vegetables and fresh herbs and simmer again. It is a much longer process than simply popping open a can, but if you want the best outcome, then begin with the making the time and incorporating top ingredients. There are no shortcuts or quick fixes to build the company of your dreams. It requires an extensive amount of dedication, commitment and full-time effort. My soup exploded with flavors, great pride and passion for doing my best.
“Build it and they will come” will not propagate a thriving business. When you choose to become an entrepreneur, you not only commit to yourself, but to your stakeholders as well. You have a responsibility to them to grow and generate the best company you can and this requires a 365 day a year dedication and perseverance. It is not just a whim or a hobby. It is a perpetual cultivation process of business development, goals, service, leadership, insight, customer experience, troubleshooting and so on to ensure prosperity and success on all levels.
Your eyes are not fooling you. The image above is not my chicken soup, but my father’s famous cheesecake which takes 2.5 days to create and you will NEVER find any other cheesecake as richly and sinfully phenomenal.
Serve your business with the passion and all of the time it deserves.
