by Ace Concierge | Virtual Assistant | Mar 27, 2014 | Customer Service
Customer service has always been and will continue to be a driving factor for all entrepreneurs, freelancers and business owners. Without the customer, you don’t have a business so you had better be damn sure you are listening and understanding their needs because if you aren’t, your competitor is. You have the opportunity of creating a brand advocate OR a vocal, viral monster who will inform the world about your lack of service and attentiveness.
Merely satisfying customers will not be enough to earn their loyalty. Instead, they must experience exceptional service worthy of their repeat business and referral. Understand the factors that drive this customer revolution. Rick Tate
Delivering the desirable and effective customer experience is an ongoing process and should extend beyond the close. Don’t let it stop there. You have earned an interested buyer and as in any successful relationship, the attentiveness to caring should not end simply because you sealed the deal. You should always be thinking of the small touches, the nuances and added service to continue to nurture your client. Think long-term partnership.
According to The 2012 American Express® Global Customer Service Barometer:
- Social Media Savvy Consumers Have High Expectations: They’ll Spend More When They Get Good Service and Ditch Companies When They Don’t
- More Than Eight in Ten of These Consumers Have Bailed on a Purchase Because of a Poor Service Experience Compared to 55% Overall
- Nine in ten of Americans surveyed (93%) say that companies fail to exceed their service expectations.
- Americans will tell an average of 15 people about positive experiences – up 67% from 9 last year
- Americans will tell an average of 24 people about poor experiences – up 50% from 16 in 2011
Social Media Raises the Stakes for Service (infographic)
Customer satisfaction is your competitive advantage: use it or lose it.
Providing quality unsurpassed service should be as simple as treating others the way you want to be treated. It seems so simple yet many companies fall short of this basic premise. The Golden Rule is your Midas Touch.
Think of a time when you didn’t receive the service you expected:
- How did it make you feel?
- Did you reach out to customer service?
- What method (s) did you use to tell your story?
- Was your issue satisfactorily resolved?
- Did you share your experience with others?
- Would you use this company again?
Create a CUSTOMER EXPERIENCE that infuses:
- Satisfaction in your products and services
- Comfort that they know you care
- Assurance that their issues are heard and respected
- Security in believing in your company
- Trust in your pledge to them
- Loyalty to your brand and values
- Confidence that you will go the extra mile
- Reliance that your team wants to ensure 100% customer satisfaction
When you are able to serve and deliver, you will generate not only happy customers, but brand advocates; the cornerstone of your success because it isn’t just your widgets that open the door. Build your company around real promises, outcomes and solutions to build the trust of your buyers and potential customers. Your business can’t survive online without the trust from your consumers; earn the trust and loyalty of your audience; your community. Cultivate your relationships through authentic communications and reliability. Your network is always looking for validation to ensure that a potential partnership or connection is dependable, trustworthy and “real.” Remove the feeling of vulnerability and risk of doing business with someone behind a keyboard. Read about the 10 Tips to Build Trust Online.
Trust removes fear, doubt, and friction. It dislodges things that are stuck. If you want to help your dream client make change, work first on winning the battle for trust. Anthony Iannarino
How do you create the best ongoing customer experience?
by Ace Concierge | Virtual Assistant | Feb 4, 2014 | Productivity, Small Business, Time Management
You can’t “manage” your time but you can learn to better manage yourself. “Time management” takes discipline and commitment. There are many hindrances to time management but they all relate back to how you regulate your life and productivity levels. It is a matter of the daily choices you make and how you set your priorities. If something is that important to you, then you will get it done; otherwise, you will make excuses. Your success depends on getting the most out of each day.
We seem to think we have so little time to effectively manage our days and have some semblance of work life balance. You too want to get more things accomplished while the clock keeps ticking and more tasks seem to pile up. It can take all of the discipline you can muster to tune out the influx of information coming at you. Time can be an elusive mystery when you are in a constant struggle to find more of it, so it is up to you to invest in your time, in your life, in your business.
“People are always trying to find ways to save more money, but saving time may be the true mark of success.” Geoff Williams
Get a handle on your time, your interruptions, your distractions and your data overload. The first step toward success is to be cognizant of the level of disturbances which you allow into your day. It could revolve around the daily notifications you receive regarding text messages, emails, news alerts, phone calls or any other immediate disruption that diverts your focus from the task at hand. Learn to be fully engaged with whatever you are working on and give it 100% of your focus, otherwise, it may only get half done or be done inefficiently. Decide what is most critical and stop multi-tasking. It diminishes your productivity, may change your brain chemistry and increase your error rate.
Another substantial detraction from your efficiency level is the organization of your office space. When you create a more structured environment you become more efficient and effective. You are no longer scrambling to locate important papers, files, emails or even your keys. Your time management increases as does your personal and professional productivity. Your setting is not just about physical space but mental as well. If you reside in chaos or mayhem, it does transmit into your work habits and daily living.
Being busy, doesn’t equate to being productive. You could be wasting your time and energy doing menial tasks or simply procrastinating. Focus on real work that gets you closer to your goals. Ask yourself, “Does this serve my goals? Is it getting me closer to completion?”
“When we’re busy, we see that as being productive, when productive is really narrowing down what we need to do.” Cathy Sexton, time management specialist.
Time Management:
When you learn to manage yourself, you will better manage your time.
- Turn off notifications
- Set priorities and goals
- Don’t procrastinate
- Time block your day and schedule
- Organize your data
- Institute systems and processes
- Develop a routine
- Set boundaries
- Use your calendar for appointments and To Dos
- Use action steps for items on your To Do list
- Stop multi-tasking
- Keep your workspace orderly
- Use news aggregators for your RSS feeds
- Automate social postings
- Schedule time to engage in social media and stick to it
- Check email at specific intervals
- Learn to say no
- Get appropriate amounts of sleep
- Know your most productive time of day
- Delegate
“He who every morning plans the transaction of the day and follows out that plan, carries a thread that will guide him through the maze of the most busy life. But where no plan is laid, where the disposal of time is surrendered merely to the chance of incidence, chaos will soon reign.” Victor Hugo
What steps are you ready to implement in order to become more productive and manage your time? Sound off!!
by Ace Concierge | Virtual Assistant | Nov 5, 2013 | Entrepreneur, Productivity, Time Management
image credit: spokesman.com
Time management is always a hot topic as we seem to think we have so little time to effectively manage our days and have some semblance of work life balance. You too want to get more things accomplished while the clock keeps ticking and more tasks seem to pile up.
What can you do? Get a handle on your time, your interruptions and your distractions. Thanks to technology and the digital world, we are always connected and being bombarded with data overload. Crush the chaos. It can take all of the discipline you can muster to tune out the influx of information coming at you. Time can be an elusive mystery when you are in a constant struggle to find more of it, so it is up to you to invest in your time, in your life, in your business. The best thing you can do is learn to manage yourself to better manage your time. “Choice management.”
We are repeatedly bombarded by data overload via our push notifications, social media notices, text messages, phone calls, e-mails, Skype chats and news alerts on a daily basis. It is marvelous to always be connected, in touch and just a mere keystroke away. You are never alone and continuously up to date in both your personal and professional life. But there is a hitch and that is the negative impact it has on our concentration and stress levels. It hurts our brains!!
As a technologically in-tune society, we must learn to filter the urgency of our incoming communications in order to remain devoted to the tasks at hand. The constant interruptions have a pronounced impact on our productivity and efficiency level, never mind time management. If we continue to allow outside distractions to compete for our time and focus, we are unable to give our absolute attention to our present moment and activities. Interruptions because of too much data in the workplace costs US businesses $650 billion a year!
Computerworld reports that we are now living in a world of “interruption technology.”
In a 2012 study by The University of California, Irvine and the US Army, it was found that frequent email checkers were less productive, less focused and more stressed. On average, these types of email users averaged 37 switched windows per hour compared to a non-email checkers who only switched 18 times per hour. The second group of workers engaged more deeply with teammates, were focused on their tasks, increased their productivity and were less stressed.
Limit Distractions
- Schedule time on your calendar to tune out and turn off
- Let others know you are “off limits” during certain working hours
- Close the door or put on ear buds
- Silence your Smartphone
- Just say NO to social media! (Facebook and Twitter updates are always accessible).
- Shutdown everything that notifies you of an alert, sound, or other announcement (your e-mail will still be waiting for you).
- COMMIT to your decision to focus and jump in with gusto
- Once your project is completed, come up for air, stretch, respond to voicemails, text messages and other communications.
- Grab an energy snack to refuel for your next session
- Hide your tech gadgets
Remember, being offline is an industrious act toward completing your projects, achieving your goals and remaining on task. You will see a considerable increase in your productivity as you continue to shield yourself from outside disruptions and digital noise or as Stewart Baines says: “infobesity.”
Turning off isn’t just for the business world. We are electronically tethered 24/7 and this crosses into our personal boundaries. It becomes too much when we allow technology to consume our time and energy away from the present moment, sacrificing the things that truly matter. In a consumer survey last year, Qualcomm found that 37% of people use their phones while attending a party, 36% do so while eating at a restaurant and 35% use their phones while playing with their children.
Life is available only in the present moment. If you abandon the present moment you cannot live the moments of your daily life deeply. Thich Nhat Hanh
by Ace Concierge | Virtual Assistant | Sep 19, 2013 | Time Management
Time management is always a hot topic as we seem to think we have so little time to effectively manage our days and have some semblance of work life balance. You too want to get more things accomplished while the clock keeps ticking and more tasks seem to pile up.
What can you do? Get a handle on your time, your interruptions and your distractions. Thanks to technology and the digital world, we are always connected and being bombarded with data overload. Crush the chaos. It can take all of the discipline you can muster to tune out the influx of information coming at you. Time can be an elusive mystery when you are in a constant struggle to find more of it, so it is up to you to invest in your time, in your life, in your business. The best thing you can do is learn to manage yourself to better manage your time. “Choice management.”
Determine where you want to be and who you want to be when you grow up and then, start planning.
4 Steps to Effective Time Management
Step One
Release your tie to your inbox.
It seems so simple, yet as soon as a notification pops up, off we go. Let’s see what came in. Every email does not need to create a sense of urgency. By continually monitoring your Smartphone and inbox, you generate a stop/start cycle in your work. It distracts you from your most current focus. You can let it go. Schedule specific times during the day to read emails. You can create an autoresponder letting your senders know the times you will be checking your email. You can also apply this to your phone, text messages and other IMs. Each time you stop to read a new message, you not only interrupt your work flow and concentration, but you tack on more time to complete a project, thereby decreasing your efficiency and productivity.
You must manage your Blackberry; do not let it manage you. Many executives check their smartphones throughout meetings and during off-hours. This is not good for concentration, and has a negative impact on decision making. Use it only in bursts: check emails for an hour or so and then put it away so you can focus on the task at hand. Richard Branson
Step Two
Have a plan!! A blueprint for success
Your outline or goal sheet will help to give you a roadmap to accomplish your objectives. When you don’t create a plan or at least a daily To Do list at minimum, your days are spent “willy nilly,” putting out fires, managing what you can remember, they daily influx of projects or the To Dos that are most current. You need a clear direction and plan, outlining your short term and long term goals for success enabling you to prioritize your tasks, projects and desired outcomes. You don’t want to wander aimlessly and miss an important oasis.
Prioritizing is the root of all small business evil. You must take the time to sit down and prioritize your day. Ideally before you leave the office, have a list written for the next day. Once you have a priority of daily tasks being organized becomes easy. Steve Freeman
Step Three
Tomorrow never comes! Tackle it now.
Procrastination is a killer of all things; don’t be fooled by putting something off until you feel like it or think there is a better time to finish up. The time is now, not later. Does your procrastination resemble a little fun on Pinterest, trolling Facebook profiles and your news feed or other types of busy work? Well, just stop right now and realize what you aren’t accomplishing. You are setting yourself up for doom and gloom because when you take the time to review your completed list, nothing got done or was only half managed. Set a To Do timer and commit to it. Forget the non-essentials, your time robbers and FOCUS!! Know what is important and why. Make your list with action steps and stick to it. Create task reminders. Use whatever system works for you, but use a system.
Step Four
Organize!
Organization enhances your time management and productivity. If you have to consistently search for documents,you are wasting your valuable time. File documents, emails, bookmark websites, make lists of your logins and remember everything has a place so keep it there. The more time you spend searching for things, the more time you lose.
You can learn to be more efficient in your time management which will in turn fire up your productivity.
What steps will you institute today?
by Ace Concierge | Virtual Assistant | May 4, 2013 | Entrepreneur, Time Management
We all have goals and things we want to achieve but are you really ready to commit? To produce an impact? Can you make the pledge to maintain forward momentum and accomplish your objectives? Saying and doing are two completely opposite entities. Action begets action.
“Action and reaction, ebb and flow, trial and error, change – this is the rhythm of living. Out of our over-confidence, fear; out of our fear, clearer vision, fresh hope. And out of hope, progress.” Bruce Barton
Sure, we often THINK about the changes we want to institute, the direction we see ourselves working toward, but those are merely thoughts. It is time to step up and confront what is blocking our realizations for growth.
- Squander our time and efforts on needless busy work
- Lose ourselves in the abyss of posting and trolling social media
- Become sidetracked with tedious, nonsense task
- Lose focus
- Decide we just don’t feel like it
- Work IN our business instead of ON it
- We are undeserving
- Expecting other company partners to contribute more
- Afraid of success
- Waiting for bigger and better opportunities
The only way to facilitate change is to learn to become more effective and efficient.
To transform.
To revolutionize our thought process and actions.
Keep a daily log of time and projects, the interruptions, personal ambushes and at the end of the week, scrutinize what you truly accomplished. How you spent your time? What was wasted and where can you improve your focus and time management?
A recent post on Stepcase Lifehack, 3 Ways to Be Less Busy and More Productive, state: “How often do you actually achieve results while you are busy? Not too often, I bet. Switch your focus from being busy to being productive, so that you can accomplish more, see tangible results, and have time for fun.” They offered some very helpful hints to fine tune and remove the busy from your life.
“Action springs not from thought, but from a readiness for responsibility.” Dietrich Bonhoeffer
Many become defensive when their aspect of busy is challenged and that is understandable, but in terms of accomplishable goals, growth, momentum and successes, busy and productive must be further defined to determine if being busy is just wasting time or working toward an end result. Entrepreneurship requires 150% dedication, focus and effort. It is not a part time endeavor to embark upon while meandering through life. If you are choosing to operate a business, then you must live and breathe your corporation, from top to bottom, every day.
“Nothing in the world can take the place of persistence. Talent will not; nothing is more common than unsuccessful men with talent. Genius will not; unrewarded genius is almost a proverb. Education will not; the world is full of educated derelicts. Persistence and determination are omnipotent. The slogan ‘press on’ has solved and always will solve the problems of the human race.” Calvin Coolidge
- Know your goals: long term, short term and daily.
- Plan your work and work your plan.
- Create your action steps.
- Eliminate distractions.
- Stay on task.
- Turn off notifications.
- Be consistent with your actions.
- Delegate your non-income producing tasks.
- Learn something new to advance your business.
- Read pertinent books/articles.
- Find a mentor.
- Ask for help.
- Do what it takes to bring your business to the next level.
- Be accountable for each step-each milestone.
- It is up to you
“At the end of the day we are accountable to ourselves – our success is a result of what we do.” Catherine Pulsifer
